Technical Specifications

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					       No.: TCIL/15/1205/II/10-MM/02E /CO-2                                                       18.05.2011




                                                   SECTION - 6




       Tender No- TCIL/15/1205/II/10-MM/02E                                                 19.04.2011




                                                    Annexure-A




                                       Technical Specifications




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                                                                    Table of Contents

1      GENERAL DESCRIPTION.................................................................................. 4

2      OBJECTIVE OF THIS TENDER.......................................................................... 4
2.1        Network software ............................................................................................................................... 5

2.2        The Administration software ............................................................................................................. 5


3      ERP + BI + EMAIL + IVR + CRM REQUIREMENTS .......................................... 5
3.1        License requirements ......................................................................................................................... 5

3.2        Project duration: ................................................................................................................................ 6

3.3        Training Requirement ....................................................................................................................... 6

3.4        Maintenance and Support Requirements during warranty/AMC period ........................................ 7


4      ERP SOLUTION SPECIFICATIONS ................................................................... 7
4.1        Finance & Managerial Accounting .................................................................................................... 7

4.2        Finance Reports ................................................................................................................................. 8

4.3        Stores & Inventory Management ...................................................................................................... 9

4.4        Cost Accounting (Planning & Control) ............................................................................................. 9

4.5        Human Resource / Payroll ............................................................................................................... 10

Payroll System .............................................................................................................................................. 10

4.6        Enterprise Management Portal (E-Portal) ...................................................................................... 10

4.7        Customer Relation Management ..................................................................................................... 11

4.8        Administration ................................................................................................................................. 12

4.9        Other Requirements ........................................................................................................................ 12


5      BUSINESS INTELLIGENCE ............................................................................. 13

6      EMAIL SERVICE ............................................................................................... 14

7      INTERACTIVE VOICE RESPONSE SYSTEM (IVR):........................................ 15

8      CALL CENTER SOFTWARE (CTI AND CRM SOFTWARE) ........................... 16

CRM FOR CALL CENTRE APPLICATION – .......................................................... 17



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9     SERVER HARDWARE...................................................................................... 18
9.1     ERP Transaction Servers – (2 Nos in clustered HA mode) ............................................................ 19

9.2     Web Application Servers – (2 Nos for web portal & 1 no for internal application) ....................... 20

9.3     ERP BI Server (Qty – 1Nos) ............................................................................................................ 20

9.4     EMail Server – (1No) ....................................................................................................................... 21

9.5     IVR & CTI Server – (1No each) ...................................................................................................... 22

9.6     SAS Storage ..................................................................................................................................... 23

9.7     Other Hardware .............................................................................................................................. 24

9.8     Domain Controllers ......................................................................................................................... 24

9.9     Server Rack...................................................................................................................................... 24


10      SYSTEM SOFTWARE ................................................................................... 24

11      SPARES......................................................................................................... 25

12      ANNEXURES ................................................................................................. 26

ANNEXURE 1 .......................................................................................................... 27

ANNEXURE 2 .......................................................................................................... 28

ANNEXURE 3 .......................................................................................................... 29

ANNEXURE 4 .......................................................................................................... 30

ANNEXURE 5 .......................................................................................................... 40

ANNEXURE 6 .......................................................................................................... 41




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1      General Description
       Sierra Leone Telecommunications Company Limited (SIERRATEL), is a limited liability
       company in The Republic of Sierra Leone, in West Africa. SIERRATEL builds and
       operates public telecommunications network with the exception of those bordering on
       the security of the State of Sierra Leone, and is authorized to carry out, in accordance
       with the existing laws, all other activities directly or indirectly associated with its
       objective.
       The telecommunications infrastructure owned by SIERRATEL damaged equipment
       and equipment that have become obsolete and expensive to maintain. With an
       objective to modernize the infrastructure provide low-priced and reliable fixed-line
       services (POTS and ADSL) duly integrated with their existing CDMA service to its
       customers (64.5K POTS/ADSL customers and 100,000 CDMA customers, making it a
       total of 164.5 customers), Telecommunication Consultants India Ltd. (TCIL) has been
       awarded by SIERRATEL the works for Modernization and Expansion of existing IT
       infrastructure.


      The scope of work in the SIERRATEL Infrastructure Modernization Project shall be a
      complete turnkey solution that includes all the following equipment and services:
    1) Replacement and Enhancement of the switching system
    2) Replacement and Enhancement of the transmission systems
    3) Replacement and Enhancement of key areas of subscriber line plant
    4) Replacement and Enhancement of the Internet service infrastructure
    5) A new management network system (LAN and WAN) with unified threat
        management and Gateway Border Protection including content/application switches
        (layer4-7), Managed switching (Layer1-3).
    6) New management software system consisting of DBMS, Financial Management
        (Financial Reporting, budgetary control and cost accounting), Customer
        Relationship Management (CRM), Content Management System (CMS), Human
        Resource Management System (HRMS), Business Intelligence (BI) Solution (Data
        warehouse and OLAP capabilities)
    7) Replacement of power supplies and air conditioning systems
    8) Systems training
    9) Support logistics equipment
    10) Systems design services
    11) Systems installation, testing & commissioning services
    12) Project management services
    13) Construction of three new buildings to house switching, transmission nodes and
        their personnel.
    14) Refurbishment of Buildings where Equipment will be installed
    15) Construction of partition walls, where required, to separate areas where installed
        switching and transmission equipment is to be housed

2     Objective of this Tender
       A resilient and integrated solution shall be supplied, installed and configured, to
       support SIERRATEL business operations in its management functions as a public
       telecommunications network operator including but not limited to following areas:
    1) Financial and Managerial accounting
    2) Billing System
    3) Cost accounting
    4) Customer Relationship Management
    5) Human Resource Management (HR)

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     6)     Enterprise Content Management (Portal)
     7)     Business Intelligence (Data warehouse and ad hoc reporting )
     8)     Enterprise email service with instant messaging capabilities
     9)     External plant records.
    2.1 Network software
       Network Software shall encompass the following functions:
     1) Operation and Maintenance
     2) Administration
     3) Office Automation
     4) Finance
     5) Stores
     6) Payroll
     7) Human Resource.
     8) IP Based PABX System for 500 lines Customer service
     9) IVRS
     10) Call Centre and CRM

    2.2     The Administration software
           The administration software shall include a complete management software solution
           that can fully support the full spectrum of customer- and product-oriented
           functionalities of a public telecommunications network services operator shall be
           provided that shall include as a minimum the following key elements:
     1)      Services Management
     2)      Customer Accounting and Billing System
     3)      Customer and Services Data Collection
     4)      Customer Complaint Handling
     5)      Services Reseller Management
     6)      Content Management System (Web Portal)
     7)      Authentication Management


     Following activities are envisaged to be carried out by bidders in the
     implementation of the ERP solution:
           Planning and preparation
           Procurement of Integrated Solution modules
           Business process blueprint
           Installation of ERP solution various locations
           End-user training at various location
           Go-live
           Post Implementation support


3         ERP + BI + email + IVR + CRM requirements
          Keeping the general description in mind, various modules of ERP, BI and email
          functionality, IVR details, CRM details requirements are mentioned in section 3 to 8
          below.

    3.1    License requirements
          Total subscriber base to handle is 164500, out of which 100000 are CDMA subscribes
          and 64500 are POTS/ADSL subscribers. Single balance is proposed to be maintained


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         for a given subscriber, despite the services being taken by him could be multiple
         (CDMA, ADSL OR POTS). The licenses for the modules should cater for 164500
         subscribers with no limitation of number of concurrent users. Other license
         requirements are as follows:
              1. Total No of Employees for pay processing - 1000
              2. Total no of Concurrent users (through LAN/WAN) for ERP applications - 75
              3. For applications like CRM, Self Service etc i.e. for those applications (CRM,
                  Self service) where users / customers are going to log on to the web and use
                  the application - Unlimited licenses
              4. No of Concurrent users for Business Intelligence - 4


         In addition to above, bidders have to mandatorily quote for following licenses as
         optional component. However, TCIL may choose to place order for these items
         depending upon the requirements.

              1. License for pay processing of additional 250 employees
              2. License for additional 25 no of Concurrent users (through LAN/WAN) for ERP
                 application


  3.2     Project duration:
    1)     Up to 6 months for supply, installation and commissioning to get completion
           certificate.
    2)     Two (2) months of stabilization period after completion to get the operational
           acceptance certificate.
    3)     1 year of warranty support after the operational acceptance.
    4)     AMC for 5 years (optional) on per year basis.


  3.3     Training Requirement
         Bidder should provide training as part of the proposal / scope of project. The objective
         of the training shall be to provide trainees with the ability to operate and maintain
         equipment installed in the Infrastructure Modernization Project, so that the equipment
         can achieve the dual targets of complete functionality and high level of system
         availability in a public telecommunications carrier environment


         Training shall include but not limited to covering all equipments offered and should
         enable the employees to suitably provide the following levels of support:
    1)     Level 1 maintenance (Basic) - identification of alarms, replacing modules requiring
           no software configuration.
    2)     Level 2 maintenance – replacement of defective module with a new one including
           software re-configuration
    3)     Level 3 maintenance (Advanced) – repair of defective module and re-instatement
           including software re-configuration


         Whilst training may be given at a suitable location overseas, where practicable and
         appropriate training shall be conducted on site in Sierra Leone


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          Basic training suitable for operating and maintaining the offered equipment, shall be
          provided for a minimum of 16 (sixteen) SIERRATEL staff. These staff will have had as
          a minimum some tertiary educational qualifications or relevant professional experience
          in subjects related to their respective fields.


          Advanced training in suitable for operating and maintaining the offered equipment,
          shall be provided for a minimum of 6 (six) experienced SIERRATEL staff. These staff
          will have had some tertiary educational qualifications or relevant professional
          experience in subjects related to information technology and telecommunications.

          ERP Solution - End-user training

               a) Conduct user specific ERP Solution module functionalities for at least one
                  week per end-user.
               b) Train every end-user on the relevant features of the integrated solution
               c) Provide Training and reference material

          ERP Solution – Core - user training

               a) Conduct exhaustive training for a minimum of four users per module, for the
                   following modules
                       Integrated Solution Server Administration
                       RDBMS Server Administration
                       Operating System Server Administration, including anti virus,
                        backup/restore operations etc.,
                       All identified modules of integrated solution

    3.4    Maintenance and Support Requirements during warranty/AMC period

           a) Fix up any problems/incidents (if any) in the software that are encountered during
              the go-live phase
           b) Tune the performance of the solution
           c) Record the feedback of the users, and provide appropriate mechanism to update
              the Integrated software solution
           d) Implementation of any product updates, patches/fixes, and new software version
              releases
           e) Maintaining and updating all documentation related to the implementation
           f) Make any modifications to the proposed plan based on the lessons learnt
           g) Follow-up training for all the end-users
           h) Project review with key stakeholders and management consultants
          In addition to above, please also refer Annexure 4 for Maintenance and Support
          Requirements for the details.

4         ERP Solution Specifications
          Various modules of ERP and their broad functionality required are:
    4.1    Finance & Managerial Accounting
           1) Fixed Assets
           2) Budget
           3) Procurement & payables


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        4) Revenue & receivables
        5) Stock and inventory Management
        6) General Ledger System
        7) Accounts Receivables
        8) Accounts Payables
        9) Bank Reconciliation
        10) Post Dated Cheques
        11) Cheque Management
        12) Sales
            a) Order Processing
            b) Stock Sales
            c) Financial MIS
            d) Invoicing

        13) Purchases
            a) Indenting
            b) Order Processing
            c) MRN Handling
            d) Billing

        14) Fixed Assets
             a) Description Ledger
             b) Depreciation
             c) Transfer Mismatch Report
             d) Fixed Asset Form
             e) Schedule (S) Asset Report
             f) Asset Wise Status
             g) Class/Group Wise Status

        15) Store Management
            a) Stock Ledger-FIFO &
            b) Average Item Wise Stock Status
            c) Stock Taking Report
            d) Item Wise Consumptions
            e) RGP,RRGP,NRGP Ledgers
            f) Rejected Material Report
            g) Cost Centre Ledgers


  4.2      Finance Reports
    1) Special reports
        a) Month wise Trial Balance
        b) Audit Trial Report
        c) Agent wise Sales statements
        d) Import Duties Ledger

    2) Budget control
        a) GL Account wise MIS
        b) SL Account wise MIS
        c) Multi-Level Reporting
        d) Department wise Openings




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    3) Consolidated reports
        a) Consolidated General Ledger
        b) Consolidated Trial Balance
        c) Consolidated Balance Sheet
        d) Consolidated P & L Statesmen
        e) Consolidated Party Ledgers

    4)    Taxation systems
         a) Sales Tax Reports
         b) VAT System / GST
         c) Service Tax

    5)    Cheque management
         a) Multiple Banks Cheque Books
         b) Cheque Printing
         c) Re-Print / Cancel control
         d) Authorization System

    6)    Sales tax forms
         a) Received-Bill-wise
         b) Received-Party-wise
         c) Pending-Bill-wise
         d) Pending-Party-wise

    7)     Provisional reports
         a) Trial Balance
         b) Balance Sheet
         c) P & L Statement


    8)    Taxation system

            As per requirement of Sierratel / Sierra Leone

  4.3 Stores & Inventory Management
  1) Requisition form different Source (i.e. Production, Sales etc).
  2) Auto Generation of Enquiry in the respect of Requisition and its Vendor
      associated.
  3) Auto populate of quotation form different Vendor.
  4) Auto compression of quotation with various parameters.
  5) Auto generation of Purchase Order with best of quotation taking care of approval
      process.
  6) Gate Pass Handling with multi PO.
  7) Quality Control Check.
  8) Returnable Gate Pass
  9) Return of Returnable Gate Pass
  10) Non Returnable Gate Pass
  11) Purchase Bill with Multi PO.
  12) Stock Debit Note

  4.4 Cost Accounting (Planning & Control)
  1) Cost center / cost elements
  2) Activity Based cost element and normal cost element


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  3)    Effective dates can be provided
  4)    Same cost element can be mapped to multiple cost centers
  5)     Multiple cost budgets
  6)    Cost budget for each financial period
  7)    Cost budget for each cost center
  8)    Comparison of budgets of different periods
  9)    Variance analysis based on actual amount Vs budgeted amount
  10)   Variance analysis between budgets of different financial periods
  11)   Product costing
  12)   Overhead management
  13)   Variance analysis
  14)   Activity-based costing


  4.5    Human Resource / Payroll
  1)    Recruitment
  2)    Employee Contract Management
  3)    Attendance
  4)    Leave
  5)    Training
  6)    Recruitment
  7)    Appraisal & development
  8)    Resignation /termination.
  9)    End of service procedures & Benefits
  10)   Payroll
  11)   Manpower planning
  12)   Employee self Service
  13)   Taxation
  14)   Liability Management
  15)   Increment
  16)   HRM

    Payroll System
  1) Multi-Location Salary
  2) Multi-Type of Salary
  3) Local Management
  4) Overtime System
  5) Leave Management
  6) Bonus System
  7) Professional Tax
  8) Insurance & Superannuation
  9) PF Trust
  10) Arrears System
  11) Full & Final Settlement

  4.6 Enterprise Management Portal (E-Portal)
  1) E – governance (bill payment or recharge option, and review of account by
      customerer)
  2) Information media (plan elaboration and scheme promotion)
  3) subscriber registration (client log in to access personal information)
  4) Query generation (sales and service query generation via portal)
  5) Shopping cart (accessories and subsidiary product sales)
  6) Branding activities

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  7)    Space for advertisement (for generation of extra revenue)
  8)    Staff login and activity homepage
  9)    Investor Relations
  10)   Reseller Management
  11)   Knowledgebase and FAQ
  12)

Note: Refer Annexure1 for the Block diagram of E-Portal
  4.7    Customer Relation Management
  1)    Customer Management
  2)    Complaint Management
  3)    Sales query window
  4)    Task Management and Allocation
  5)    Task monitoring and tracking of its progress
  6)    Unique Interaction Id generation
  7)    Web based application (can be accessed globally)
  8)    Central point to receive help on various issues
  9)    Authenticated User Login (encrypted password)
  10)   Categorized user (task of individuals are defined)
  11)   Categorized Complaint
  12)   Instant solution
  13)   Tracking complaints and maintaining complaints history
  14)   Advanced search option
  15)   Registration of complaint
  16)   Assignment of task
  17)   SMS Alert to Service engineer & client on assigning & resolving of task
  18)   Facility to Export content to Excel & PDF format.
  19)   Library (FAQ) management of complaints and its solution



Hierarchy of CRM

Customers:
The users who seek solution, enters problem or search solution for a particular problem.

Agent:
Person who attends calls/mails of customers and logs complaints on behalf of customers
also search solution from FAQ & provide instant solution.

Specialist:
Specialized person who is ultimate responsible for providing satisfied solution to
customers and maintain FAQ’s.

Coordinator / Service Manager:
Person who categorized the problems and assigns these problems to specialist also
update complaint’s status.

Service Engineer:
Engineers who are responsible to resolve problem of client on fields & update the status
to Service Manager.




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  4.8 Administration
1) Customer Complaint Handling (Part of CRM – details given above)
2) Content Management System (web portal) (As explained in E-portal)

Note: Refer annexure 2 for the Block diagram of ERP.

  4.9     Other Requirements
         The solution shall also have following capabilities:

    A) Data Publishing Engine

    1)       Data Publishing Engine’s Data Gun can automate processes based on events.
    2)       DPE can fire reports from data base server to the reporting server at defined
             intervals for quick & easy access by users.
    3)       DPE can also be used to throw up alerts which in turn can be communicated on
             Email or fired as SMS.
    4)       Customer ledgers, salary statements, cash flow, P&L, fund flow statements,
             Balance sheets can be published every night and stored for quick access.

    B) Work Flow Engine

    1)       Flexible Work Flow Engines can be configured to setup approval chains to suit
             organization requirements.
    2)       Work flows & hierarchy chain may be different for different functional grains.

    C) Data Merge

    1)       Synchronization of Data Between Remote servers
    2)       Database independent. Can Work in heterogeneous database environment e.g.
             MY-SQL In branches and Oracle in Central Server
    3)       Data synchronization is done at Business Transaction level
    4)       Uses Central Server for Distribution of Data


D) GPRS Engine

        1)    User Friendly interface to communicate with data base server using mobile
              phones.
        2)    Can facilitate complete web access.
        3)    Following tasks which require limited text can be handled using Mobile
              Phones:

                         Electronic Cheque clearance system (ECRS) Approval
                         Purchase order approval
                         Task Management
                         ECRS Booking

E) SMS / Email engine

        1)    Facilitates short reports or messages to be triggered based on certain business
              logics. These messages can be sent to the registered mobile of the user as
              SMS. Messages can be activated from any record of any functional grain of
              Coral mate application.


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      2)    Information of Pending Tasks/ Urgent & important tasks / Salary Disbursement
            indicator / Payment/ Cheque Printing can be sent on SMS.
      3)    Engine can also be used to receive input information from users like “task
            completion” or “Approval / rejection” of certain tasks / claims or customer
            orders.
      4)    Generation of daily login link for GPRS Users.
      5)    Email engine can be integrated with any functional grain on Coral mate to send
            certain reports or Information to the registered email id of the user .
      6)    Information of Pending Tasks/Approval to concerned person can be activated.
      7)    Ensure emails are sent to valid Domains and Registered user.
      8)    Generates Reports on the basis of web based request.
      9)    Generation Of daily login link for Web Users.

F) Project planning engine

      1)    Define and manage administrative flow of Tasks.
      2)    Provides master settings for certain common activities in an organisation &
            these masters will facilitate a broad “first cut” project schedule that will be
            optimised with the help of PPE.
      3)    Facilitates dove tailing of activities.
      4)    Define preceding & succeeding activity with rules for resource allocation.
      5)    Schedule activities, print activity charts to know project completion deadlines,
            critical resource & bottlenecks.
      6)    Gives reminders to each responsible person for pending tasks interfaces with
            other modules.

G) Security engine

      1)    Defines Organization Hierarchy for work flow & approval. This is separate for
            each functional grain.
      2)    Approval chains for various functional areas can be defined based on various
            context sensitive business rules defined in the master.
      3)    Defines access rights for report viewing & data entry as per functional area.
            These definitions can be at the level of records.
      4)    Defines profit centre wise budget rules and policy masters.

5    Business Intelligence
     For Data Warehouse and Adhoc reporting:
1) Real time heterogeneous data access to end User
2) Ability to add remove data columns at run time
3) Ability to Add additional Expressions /columns
4) Powerful end user query tool on a pre designed dataset
5) Ability to Highlight user defined exceptions
6) Query based analysis
7) Transparent Technology
8) Reports that power users can make without the intervention of IT
9) Users can choose their own fonts, colors, background colors
10) All of the above in completely secure environment of the Enterprise Reporting
    security
11) The numbers of licenses for the BI tool users required are 4. The BI tool is to be
    not only used in make MIS reports and comparisons of finance and accounts but
    also has to be integrated with billing, NMS etc. for analysis of various data from all
    the systems.



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       BI – Enterprise Reporting

1)    Report Archiving
2)    User access to different versions and archived reports
3)    Automated report delivery through email
4)    User formatting options
5)    Lightning fast reporting on persisted data
6)    API for third party interface
7)    Complex report building through JSP coding
8)    Allows BI function on persistent data instead of transactional data.
9)    Allows user to compare two versions of the report archived
10)   Allow user to merge two different reports to form a new report.
11)   Allow user to make differential between two reports.
12)   User defined charts.


      Business Intelligence

1)    Real time heterogeneous data access to end user.
2)    Ability to add remove data columns at run time.
3)    Ability to add additional expressions / columns.
4)    Powerful end user tool on a pre designed dataset.
5)    Ability to highlight user defined exceptions.
6)    Query based analysis.

      BI – Dashboard

1)    User specific, user configured dashboard/charts
2)    Ability to have reports on dashboard
3)    Graphs, Charts, Speedometer, Traffic lights etc.
4)    Real Time – Critical element monitoring thru tickets
5)    Senior level executives get visual clues to performance – makes report
6)    Viewing redundant.

6      Email service
       Enterprise email service with instant messaging capabilities
1)    Standard Email utility
2)    Storage Option with customize allocation of space
3)    Online instant messaging provision Internal and external customer
4)    Option to forward attachments kept in common pool in support of sales / service
      activities.
5)    Gives instant answers to customer queries

      Mailing utility features for the corporate world:
1)    Send categorized mail.
2)    Send mails in bulk
3)    Import mail ids from excel
4)    Maintains history of sent mails
5)    Send and receive automatic response
6)    Provision to assign task to sales person
7)    Provision to remind AMC(Annual Maintenance Collection)
8)    Provision to trace customer’s outstanding report.
9)    Easy to configure with mail server
10)   Integrated with web server

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11)    Export / Import data from MS excel
12)    Maintains batch history of the sent mails
13)    Attach files to get automatic response
14)    Mails are categorized
15)    Automatically task assigned (to sales person)
16)    Maintains the list of unsubscribed email id
17)    Provision to save / load template
18)    Reminds about AMC
19)    Customers outstanding reports

       Refer Annexure-6 for Flow Diagram of E- Mail.

7       Interactive Voice Response System (IVR):

       Assumptions for IVR to ensure that it can handle calls of more than 60% of the
       customer base each day:
1)     90% of the subscribers would be prepaid (90%)
2)     60% of the total customers may call the IVR for recharge or for other queries each day
       and each recharge takes ~3 minutes.
3)     The customers might access IVR for 12 hours a day, number of calls per hour from the
       customers

       Eight (8) E1's are proposed in the beginning, but the IVR server and IVR software
       should be able to handle 12 E1s. CTI / IVR / CRM systems shall interface with existing
       PBX/Switch on E1 / PRI / IP Centrex.

       Refer Annexure 3 for mobile recharge IVR call flow details wherein online integration
       with billing platform should be required on TCP/IP.


       Features:

       USER DEFINED CALL FLOW:
       Admin should configure desired call flow and can run different call flows on different
       channels simultaneously.

       PLAY:
       Should play single/Multiple audio files or any text configured by administrator on a
       Particular DTMF sequence using text to speech technology.

      CALL TRANSFER:
      Should transfer to any CLI or Extension or Group as per configured by Admin
      Immediately or after playing a specified file.

       INPUT:
       IVR should take input from user through dial pad, authenticate it from the database
      fields as per configured by administrator and plays back the desired output field in from
      database in configured audio format using text to speech technology.

      HANG UP:
      Automatically terminates the call immediately or after playing a specified file.




corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 15 of 41
8      Call Center Software (CTI and CRM Software)
        Call Center Management includes providing CTI and CRM hardware and software.
        This should be able to manage 15 agents and 1 supervisor. CTI / IVR / CRM systems
        shall interface with existing PBX/Switch on E1 / PRI / IP Centrex.

        Desired features are mentioned below:

    1. Automatic Call Distribution (ACD)
          a.     Auto Attendant
          b.     Computer Telephone Integration
          c.     Multi channel
          d.     CRM Integration
          e.     Call Center Management
    2. Call Agents Records
          a.     Inbound/outbound calling
          b.     Caller music on hold
          c.     Agent music on hold
          d.     Call monitor/assist
          e.     Custom caller Ids
          f.     Real-time agent state: Ready, Do Not Disturb, Logged Off, Inbound Call,
                 Outbound Call, Ringing, Disconnect

    3. Queue Monitor Application
           a.      Unlimited queues
           b.      Real-time agent state: Ready, Do Not Disturb, Logged Off, Inbound Call,
                   Outbound Call, Ringing, Disconnect.
    4. Call Distribution
           a.      Full-featured advanced call distribution (ACD)
           b.      Unlimited call queues
           c.      Call Forwarding
           d.      Call return
           e.      Call out (VoIP/PSTN)
           f.      Conference Bridges
           g.      Custom caller Ids
           h.      Ring all, Blast Group, Round Robin, Skills-based
    5. Reports and Statistics
           a.      Clear Reporting
           b.      Graphical queue reports
           c.      Real-time queue and agent data
           d.      Interactive web-based management
           e.      Schedule statistics by e-mail with unlimited number of recipients
    6. Call Manager Application
           a.      Queue and call status
           b.      Agent Status
           c.      Time based, real-time statistics
           d.      One-click call monitoring
           e.      One-click agent assist
    7. Current Status Statistics
           a.      Total number of logged on agents
           b.      Total number of on call agents
           c.      Total number of agents waiting for calls
           d.      Total number of not ready agents
           e.      Total number of calls in queue
           f.      Longest waiting call in queue.


corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 16 of 41
    8. Entire Business Day Statistics
           a.     Average speed to answer
           b.     Average call handle duration
           c.     Total calls answered
           d.     Total calls abandoned
           e.     Percentage of calls answered
           f.     Percentage of call abandoned
           g.     Grade of Service

    CRM for call centre application –

   Tele marketing as well as inbound/outbound call handling for sales &
   Customer care:
   1) CRM is built by the package automatically & customer screen pops up at the
        operator’s desk based on CLI or the customer id giving details of customer
        installation & history of his earlier calls / transactions, status etc.
   2) Online trouble shooting & handholding by the help desk facilated.
   3) Cost center wise tasks for engineers are created which the coordinator assigns to
        engineers & are tracked till customer is satisfied.
   4) Automated dialing to predefined telephone numbers from a database for
        telemarketing or customer satisfaction survey.ACD / Auto dialer built in. Follow up
        by seamless interface with task management, TRC.
   5) Email & SMS blaster built in.
   6) Enquires from Email blasting,Tele-marketing & web portal will be automatically
        processed.

    Refer Annexure -5 for Flow of CRM (Movement of Problem) .




corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 17 of 41
9      Server Hardware

       Taking into consideration how data is persistently stored the methodology of
       components, a process reference and manipulates the data, the access and interface
       requirements of external/legacy systems and with the objective of implementation of
       common data operations – Sierratel will have a centralized hardware and data
       architecture.

       Centralized Architecture is proposed, taking into consideration the proposed
       methodology for generating centralized enterprise-wide reports, including flexible and
       adhoc queries, the MIS requirements and futuristic data warehousing and business
       intelligence requirements.

       Access to data should not be physically restricted based on the office from which the
       user logs in. The access to data should be restricted by the username/login, thus any
       users should be able to see what he/she wants to see, irrespective of from which office
       he/she logs into.

       It is proposed to host the ERP Solution in one clustered server hardware named
       transaction server wherein one of the server hardware would be the application server
       and the other would be database server. Both the servers would be clustered, for load
       balancing and failover. This server will be accessed by all the users, across the LAN
       and WAN by employees across all offices.

       It is also proposed to host the web portal in a clustered server for outside users such
       as customers to enable them to use the features of CRM. One no web application
       server has also been proposed to provide access to internal services of Sierratel such
       as self service, approvals, etc to employees and internal users.

      In summary, following Server Hardware has been proposed with detailed specification
      given in following sections.
       ERP Transaction Servers – 2 nos in HA clustered mode
       Web Application Servers – 2 nos in HA clustered mode
       Web application server for internal Applications – 1 No
       Business Intelligence Server – 1 no
       Email Server – 1 No
       IVR Server – 1 no
       CTI Server – 1 no
       SAS Storage – 1 no directly connected to transaction servers

       System Platform

       In line with the web based integrated solutions, the preferred platform are given below:
       i. MS Windows for ERP, Web, BI, CTI, and IVR servers
       ii. RH Linux for email servers
       iii. MS SQL database server




corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 18 of 41
Note – 1: Bidders to note that all Server & Storage hardware shall be from same OEM.
          Moreover, all types of servers shall be from same series of OEM.

Note – 2: All optional components shall be used in evaluation of the Bid but TCIL
          reserves the right to include those components in purchase order /
          contract.

Note – 3: Bidders has to give cost of supplies, installation, and commissioning
         charges, and AMC charges in respective sheets which shall be used for
         evaluation.

Note – 4: Bidders to note that all Server & Storage hardware given are minimum. If
          bidder thinks that hardware specs are not sufficient to run their solution,
          they may revise the specifications or no upward.


9.1    ERP Transaction Servers – (2 Nos in clustered HA mode)

 S.No.          Feature                               Description                               Bidder
                                                                                               Response
       1    Form Factor          Rack Mountable with 2 U size
       2    Processor            Single Xeon Quad core E5506 or Higher CPU
                                 upgradeable to 2 CPUs
       3    Cache                Minimum 4 MB or higher L3 cache
       4    Memory               16 GB ECC DDR3 1333- SDRAM, upgradeable
                                 to 24 GB (without changing the initial memory
                                 bank) with Advanced Chipkill ECC memory
                                 protection, Memory mirroring
       5    Hard Disk            2*146 GB 6G SAS 10K RPM Drive with six
            Drive                empty bays
       6    RAID                  Hardware Raid Controller supporting Raid 0, 1,
            Controller            1+0,
       7    Bays                 All cards should be on 64 bit PCI-e Gen2 slots.
                                 Minimum 2 PCI-e Gen2 slots should be free
       8    NIC                  Two number dual port gigabit (100/1000 Mbps)
                                 adapter with TCP/IP Offload Engine (TOE),
                                 Accelerated iSCSI, port trunking and load
                                 balancing
       9  HBA                    1 Number dual port SAS Host Bus Adaptors
       10 Optical Drive          SATA DVDRW Drive
       11 Ports                  1 X Serial, 4 X USB, 1 X keyboard, 1x mouse,
                                 1 X VGA
       12 Server RAS              Redundant Hot swappable Power Supplies
          and Security               with Power Factor Correction
          Features                Redundant Hot Swappable fans / cooling
                                  Power-on password
                                  Keyboard password
                                  Administrator's password
       13 System                  System management for server setup,
          Management                 health monitoring, power and thermal control
                                  Dedicated Network management port for
                                     remote administration via a web browser

corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 19 of 41
 S.No.          Feature                               Description                               Bidder
                                                                                               Response
                                  Web-based out-of-band control
                                  Management       Functionalities     either
                                   Independently or in Integration with OEM
                                   Management Software

9.2    Web Application Servers – (2 Nos for web portal & 1 no for internal application)

 S.No.          Feature                               Description                               Bidder
                                                                                               Response
       1    Form Factor          Rack Mountable with 2 U size
       2    Processor            Single Xeon Quad core E5506 or Higher CPU
                                 upgradeable to 2 CPUs
       3    Cache                Minimum 4 MB or higher L3 cache
       4    Memory               8 GB ECC DDR3 1333- SDRAM, upgradeable
                                 to 24 GB (without changing the initial memory
                                 bank) with Advanced Chipkill ECC memory
                                 protection, Memory mirroring
       5    Hard Disk            2*146 GB 6G SAS 10K RPM Drive with six
            Drive                empty bays
       6    RAID                Hardware Raid Controller supporting Raid 0, 1,
            Controller          1+0,
       7    Bays                 All cards should be on 64 bit PCI-e Gen2 slots.
                                 Minimum 2 PCI-e Gen2 slots should be free
       8    NIC                  Two number dual port gigabit (100/1000 Mbps)
                                 adapter with TCP/IP Offload Engine (TOE),
                                 Accelerated iSCSI, port trunking and load
                                 balancing
       9  Optical Drive          SATA DVDRW Drive
       10 Ports                  1 X Serial, 4 X USB, 1 X keyboard, 1x mouse,
                                 1 X VGA
       11 Server RAS              Redundant Hot swappable Power Supplies
          and Security               with Power Factor Correction
          Features                Redundant Hot Swappable fans / cooling
                                  Power-on password
                                  Keyboard password
                                  Administrator's password
       12 System                  System management for server setup,
          Management                 health monitoring, power and thermal control
                                  Dedicated Network management port for
                                     remote administration via a web browser
                                  Web-based out-of-band control
                                  Management           Functionalities    either
                                     Independently or in Integration with OEM
                                     Management Software

9.3    ERP BI Server (Qty – 1Nos)

 S.No.          Feature                               Description                               Bidder
                                                                                               Response
       1    Form Factor          Rack Mountable with 2 U size

corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 20 of 41
 S.No.          Feature                               Description                               Bidder
                                                                                               Response
       2    Processor            Single Xeon Quad core E5506 or Higher CPU
                                 upgradeable to 2 CPUs
       3    Cache                Minimum 4 MB or higher L3 cache
       4    Memory               16 GB ECC DDR3 1333- SDRAM, upgradeable
                                 to 24 GB (without changing the initial memory
                                 bank) with Advanced Chipkill ECC memory
                                 protection, Memory mirroring
       5    Hard Disk            6*146 GB 6G SAS 10K RPM Drive with six
            Drive                empty bays
       6    RAID                Hardware Raid Controller with 256 MB Cache
            Controller          supporting Raid 0, 1, 1+0,5, 5+0
       7    Bays                 All cards should be on 64 bit PCI-e Gen2 slots.
                                 Minimum 2 PCI-e Gen2 slots should be free
       8    NIC                  Two number dual port gigabit (100/1000 Mbps)
                                 adapter with TCP/IP Offload Engine (TOE),
                                 Accelerated iSCSI, port trunking and load
                                 balancing
       9  Optical Drive          SATA DVDRW Drive
       10 Ports                  1 X Serial, 4 X USB, 1 X keyboard, 1x mouse,
                                 1 X VGA
       11 Server RAS              Redundant Hot swappable Power Supplies
          and Security               with Power Factor Correction
          Features                Redundant Hot Swappable fans / cooling
                                  Power-on password
                                  Keyboard password
                                  Administrator's password
       12 System                  System management for server setup,
          Management                 health monitoring, power and thermal control
                                  Dedicated Network management port for
                                     remote administration via a web browser
                                  Web-based out-of-band control
                                  Management           Functionalities    either
                                     Independently or in Integration with OEM
                                     Management Software

9.4    EMail Server – (1No)

 S.No.          Feature                               Description                               Bidder
                                                                                               Response
       1    Form Factor          Rack Mountable with 2 U size
       2    Processor            Single Xeon Quad core E5506 or Higher CPU
                                 upgradeable to 2 CPUs
       3    Cache                Minimum 4 MB or higher L3 cache
       4    Memory               4 GB ECC DDR3 1333- SDRAM, upgradeable
                                 to 24 GB (without changing the initial memory
                                 bank) with Advanced Chipkill ECC memory
                                 protection, Memory mirroring
       5    Hard Disk            6*146 GB 6G SAS 10K RPM Drive with six
            Drive                empty bays
       6    RAID                Hardware Raid Controller with 256 MB Cache
            Controller          supporting Raid 0, 1, 1+0,5, 5+0

corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 21 of 41
 S.No.          Feature                               Description                               Bidder
                                                                                               Response
       7    Bays                 All cards should be on 64 bit PCI-e Gen2 slots.
                                 Minimum 2 PCI-e Gen2 slots should be free
       8    NIC                  Two number dual port gigabit (100/1000 Mbps)
                                 adapter with TCP/IP Offload Engine (TOE),
                                 Accelerated iSCSI, port trunking and load
                                 balancing
       9  Optical Drive          SATA DVDRW Drive
       10 Ports                  1 X Serial, 4 X USB, 1 X keyboard, 1x mouse,
                                 1 X VGA
       11 Server RAS              Redundant Hot swappable Power Supplies
          and Security               with Power Factor Correction
          Features                Redundant Hot Swappable fans / cooling
                                  Power-on password
                                  Keyboard password
                                  Administrator's password
       12 System                  System management for server setup,
          Management                 health monitoring, power and thermal control
                                  Dedicated Network management port for
                                     remote administration via a web browser
                                  Web-based out-of-band control
                                  Management           Functionalities    either
                                     Independently or in Integration with OEM
                                     Management Software

9.5    IVR & CTI Server – (1No each)

  S.No.           Feature                              Description                              Bidder
                                                                                               Response
        1     Form Factor          Rack Mountable with 2 U size
        2     Processor            Single Xeon Quad core E5506 or Higher CPU
                                   upgradeable to 2 CPUs
        3     Cache                Minimum 4 MB or higher L3 cache
        4     Memory               4 GB ECC DDR3 1333- SDRAM, upgradeable
                                   to 24 GB (without changing the initial memory
                                   bank) with Advanced Chipkill ECC memory
                                   protection, Memory mirroring
        5     Hard Disk            2*146 GB 6G SAS 10K RPM Drive with six
              Drive                empty bays
        6     RAID                Hardware Raid Controller supporting Raid 0, 1,
              Controller          1+0
        7     Bays                 All cards should be on 64 bit PCI-e Gen2 slots.
                                   Minimum 2 PCI-e Gen2 slots should be free
        8     NIC                  Two number dual port gigabit (100/1000 Mbps)
                                   adapter with TCP/IP Offload Engine (TOE),
                                   Accelerated iSCSI, port trunking and load
                                   balancing
        9  Optical Drive           SATA DVDRW Drive
        10 Ports                   1 X Serial, 4 X USB, 1 X keyboard, 1x mouse,
                                   1 X VGA
        11 Server RAS               Redundant Hot swappable Power Supplies
           and Security                with Power Factor Correction

corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 22 of 41
  S.No.          Feature                               Description                              Bidder
                                                                                               Response
              Features              Redundant Hot Swappable fans / cooling
                                    Power-on password
                                    Keyboard password
                                    Administrator's password
         12 System                  System management for server setup,
            Management               health monitoring, power and thermal
                                     control
                                    Dedicated Network management port for
                                     remote administration via a web browser
                                    Web-based out-of-band control
                                    Management         Functionalities   either
                                     Independently or in Integration with OEM
                                     Management Software

9.6     SAS Storage

S.No.       Feature                                                                          Bidder
                                                                                             Response
        1  System shall have total raw capacity of 2.4 TB. The preferred
           disc type is 300 (+/- 10%) GB 15,000 RPM dual ported SAS
           disks
        2  The system shall be expandable to 50% the offered
           configuration with respect to number of disks (of same capacity)
           without changing or adding the controller card.
        3  The storage system should have redundant, hot swappable
           controllers, disks, power supply and cooling fans.
        4  Each controller should have at least 1 GB of cache per
           controller.
        5  The storage systems shall have 4 no 3G SAS Ports per
           controller.
        6  The storage system shall have support for dual ported SAS and
           SATA HDDs in same enclosure.
        7  The system shall be configurable to make and maintain time
           copies of the useable storage space under Raid 0, 1, 5, 6,10, 50
        8  Shall support for multiple Operating Systems such as:
             Unix
             MS Windows NT/2000/ 2003 / 2008 server/ Windows server
               Data Centre edition
             Linux
        9  The Storage System must support clustered or single servers
           with multi-path automatic load balancing.
        10 The Storage shall support Point-in-time copy and full volume
           copy for heterogeneous storage arrays.
        11 The LUN security & masking software to be provided and
           configured to protect LUNs configured to heterogeneous hosts
           running different OS.
        12 System shall be online with continued access to data during
           replacement of
             Interfaces
             Disk Controllers


corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 23 of 41
S.No.       Feature                                                                          Bidder
                                                                                             Response
             Disk Drives
             Power supplies & battery systems
             Cooling Fans
             Microcode updates.
        13 The storage management software shall support open
           standards based management like CIM, SNMP, etc
        14 The Storage Management Software shall be secure web & GUI
            based and shall have following capabilities:
             Discover and monitor storage systems.
             LUN Management
             move data seamlessly within the storage box to different
               RAID groups without stopping the host applications.
             monitor the status, performance and configuration with
               utilization, collect, store and analyze storage performance
               data.
             dynamic reconfiguration of file-system / logical volume
               across different disk controllers, and spanning of logical
               volumes across different disk controllers



9.7     Other Hardware
        Quad E1 port IVR Card – Qty 2


9.8     Domain Controllers
        Bidders has to supply 2 servers of configuration given for CTI servers along with
        necessary system software for the purpose of domain servers. One server would be
        configured as primary domain server and other would be configured as back-
        up/secondary domain servers.

9.9     Server Rack
        42 U Server Rack shall be from same OEM offering hardware. It shall have sufficient
        no of power units, vertical and horizontal cable managers, earthing and grounding kit,
        etc. It shall also have Central management console common to all the servers for
        management with 17” LCD TFT display, Keyboard and mouse and sufficient no of
        connecting cables.

10      System Software

         S.No.       Description                                             Qty             Bidder
                                                                                             Response
             1       Microsoft Windows 2008 Server R2 2
                     Enterprise edn, Single OLP NL (part no
                     P72-04219)
             2       Microsoft Windows 2008 Server R2 6
                     Standard edn, Single OLP NL (part no P73-
                     04982)
             3       RedHat Linux Enterprise premium (2 1
                     sockets)

corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 24 of 41
          S.No.       Description                                            Qty             Bidder
                                                                                             Response
             4        MS SQL CPU Based License (part no 228- 2
                      0947)
             5        Windows Access client Licenses           40
             6        External Connector License for Microsoft 1
                      Windows 2008 Server R2 Standard edn
                      (part no R39-00924)



11       Spares

         Bidders have to provide following mandatory spares which would be purchased by
         TCIL. Cost of the same shall be given in price sheet item wise.

S.No.       Feature                      Description                                 Qty        Bidder
                                                                                                Response
     1      Server                       As Per IVR & CTI Server                     1
     2      RAM                           2 GB ECC DDR3 1333-                        1
                                          SDRAM, with Advanced Chip kill
                                          ECC      memory       protection,
                                          Memory mirroring
     3      HDD                          146 GB 6G SAS 10K RPM Drive                 3
     4      DVD                           SATA DVDRW Drive                           1
     5      Cache                        Hardware      Raid      Controller          1
                                         upgrade with 256 MB Cache
                                         supporting Raid 0, 1, 1+0,5, 5+0
     6      Extra Power Supply           460W HE 12V Hot plug AC                     1
            Kit                          Power Supply Kit

     8      SAS HDD                      300 (+/- 10%) GB 15,000 RPM 2
                                         dual ported SAS disk
  9         SAS HBA                      Dual port SAS 6G HBA card   1
  10        SAS POWER                    Power Supply Kit for SAS    1


         The above mentioned spares can be used by bidder during maintenance and support.
         However, same shall be replenished by bidder using the RMA procedure defined in
         this document.

         Bidder may propose more spares (additional recommended spares) keeping in view
         the SLA requirement mentioned in this document. These spares are to be kept at NOC
         site by bidder at their own cost during the maintenance and support period. Bidder to
         provide the list of additional recommended spares in the bid.




corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 25 of 41
12     Annexures




corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 26 of 41
 Annexure 1




Block Diagram - E-Portal

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                              Web Portal Server I      Web Portal Server II

                                                                                                                      Backup Server
                                    CRM, Reseller Management,
                                    Content Management, Web Portal




 corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                     Page 27 of 41
            Annexure 2




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                                                                                                                                 p lo y m




                                                                                                                                                                                                                             i st a                             rm
                                                                                                                                                                                                                                      nt                             ov
                                                                                                                              rv er




                                                                                                                                                                                                                                           lo c                         in   gb
                                                                                                                                                                                                                                                  ati
                                                                                                                          le d e




 A client program will be installed on each desktop.                                                                                                                                                                                                 o                           ac
                                                                                                                      t / Se




                                                                                                                                                                                                                                                          n(                           ku
  This will require power users in Back Office for                                                                                                                                                                                                             ev                           ps
                                                                                                                 M odu




                                                                                                                                                                                                                                                                    ery
                                                                                                              C lie n




  doing Bulk data entry                                                                                                                                                                                                                                                   24
 Client module will be deployed through HTTP, for                                                                                                                                                                                                                             hr s
  the lesser skilled users with more intuitive users                                                                                                                                                                                                                                  .)
  interface
 Security module will govern the access rights of the
  users, as to what all menus / options are available
  across modules                                                                                                                                                                                                                                                                                 Backup Server
 Financial Management System, Stores and
  Inventory Management System, Coast Accounting,
  Human Resource, Employment Extranet will be
  managed through this setup




            corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                                Page 28 of 41
     Annexure 3


              IVR for CRM and Mobile Recharge

                                        IVR Server


                            Play the Welcome Message. And
                            select the option which you want to
                            use.
                            Press 1 for language xxx
                            Press 2 for language xxx


                           Press 1 for Operator
                           Press 2 for Balance Enquiry
                   Pr
                           Press 3 for Recharge                              Pr

                                             Pr
                                                                                     Press 1 if you are subscriber.
Call transfer to                                                                     Press 2 if you are vendor.
                          Billing Server gets                                     Pr                                       Pr
Operator with
                          the amount against
CRM Screen.
                          the mobile number.
                                                                     Enter the (16                                    Vendors send the
                                                                     or 12) digit                                     Vendor ID to IVR
                                                                     code which is               Billing
                                                                     get you from                Server
                        Play the message with                        recharge                                            Enter the user
                        total amount and send                        coupon.                                             Mobile
                        the message also.

                                                                                                                        Enter the
                                                                                                                        Recharge Amount
                                                                                                   N
                                                                                                   Billing
                                                                                                   O
                                                                                                   server
                                                                  Billing                          verified
                                                                                                                        Now again enter
                                                                  Server                           the
                                                                                                                        the user Mobile
                                                                  Verified the                     Vendor
                                                                                                                        number for
                                                                  coupon code                      ID and
                                                                                                                        verification.
                                                                                                   passwor


                                                                                                                      Enter the Vendor
                                                                         Y                                      Y     ID’s password
                                                                                         Recharge the User
                                                             Recharge the                mobile number and
                                                             mobile      and             less or detect the
                                                             play         the            amount form
                                                             message                     Vendor account.
                                                             successfully                Its also play the
                                                             recharge your               message of
                                                             mobile     with             successfully
                                                             total amount.               recharge with total
                                                                                         amount.




                                      STOP



     corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                         Page 29 of 41
Annexure 4


MAINTENANCE and SUPPORT SERVICES
           1. Scope
       This agreement describes the Maintenance and Support Services (referred hereafter
       to as “M&S Services”) offered by the Contractor during the Free Of Charge warranty
       period of one year commencing after the Operational Acceptance (Warranty Period),
       and during the Subsequent Maintenance Periods (SMP).

       The M&S Services shall include Leve1, Level 2 and Level 3 maintenance support and
       Contractor shall provide personnel based in Sierra Leone for the provision of the M&S
       Services.

       Level 1 operation and maintenance activities shall be carried out by Sierratel with its
       the technicians / engineers of Sierratel, duly trained by TCIL/OEMs/Manufacturers. If
       necessary, the support and coordination of the local support organization of the
       Contractor will be available to the technicians/engineers of Sierratel.

       The following sections describe the M&S services provided by the Contractor to
       Sierratel during the Warranty Period and during the Subsequent Maintenance Periods:
    a)   Technical Phone Support and Remote Log-in
    b)   Deployment of Engineers to site
    c)   Trouble Report Handling
    d)   Software Updates
    e)   Software Upgrades
    f)   Performance Management
    g)   Audit and Preventive Maintenance
    h)   Hardware Replace & Repair and Spare Parts management
    i)   Service Level Agreement values

       The M&S Services cover all the systems, components, tools and applications
       provided by Contractor within the Supply Contract Agreement dated xxx.

       The M&S Services cover all Sierratel product customizations, adaptations,
       application and configurations and their integration with the other Sierratel
       solutions/products, provided that the Contractor scope of work covered such
       integration.

           2. Definition
“Contractor” shall mean the bidder/successful bidder.
“Final Restoration” is the action(s) required to prevent the reoccurrence of a problem
and/or any underlying causes of a problem and to implement a final solution.
When a Final Restoration is implemented, the faulty system and/or functionality is
restored to the state it was in before the problem occurred.
“Service Performance Time (SPT)” means the time needed to complete a M&S
service as given in section 10.
“Subsequent Maintenance Period (SMP)” means a one year maintenance period
during which all the Maintenance and Support (M&S) services listed in this document are
provided to Sierratel at the pricing and payment conditions agreed.




corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 30 of 41
“Response Time” means the period of time between a failure in a system being
reported to the Contractor help desk (either by telephone or email or fax or on a Web
interface defined for that purpose by the Contractor) and a response from the Contractor
acknowledging the report of the failure.
 “Temporary Restoration” is the remedy action(s) implemented by the Contractor to
solve the problem on a temporary basis.
When a Temporary Restoration is implemented, the faulty system and/or functionality is
restored to the state it was in before the problem occurred.
“Warranty Period” means the one year maintenance period commencing on the
issuance by Sierratel of the system Final Acceptance Certificate without any reserves
during which all the Maintenance and Support (M&S) Services listed in this document are
provided to Sierratel Free Of Charge.



           3. Technical Phone Support and Remote Log-in
       The Contractor will maintain and make available telephonic technical assistance
       and support services in Sierra Leone to Sierratel staff on twenty-four (24) hours
       per day, seven (7) days per week basis for all the products supplied and installed
       by the Contractor.

       A remote log-in facility will be extended by Sierratel to OEMs to access the
       products for speeding up the restoration of the service in case of critical faults
       coming under high level of severity.

           4. Deployment of Engineers to Site
       The Contractor shall, in consultation with TCIL, set a local support organization in
       Sierra Leone to deliver the M&S Services to Sierratel during the Warranty Period
       and the SMPs.

       For that purpose, the Contractor shall deploy in Sierra Leone, as long as the M&S
       Services Agreement is in effect, highly qualified resources engineers/technicians
       (hereafter referred to as Local Support Resources or ‘LSR’) to cover all the sub-
       systems
       The Attachment-I of this Annex gives the high level structure of this organization.

       In case the engineers / technicians (Level 1 operation and maintenance staff) of
       Sierratel are not able to rectify the faults after seeking technical assistance from
       the Contractor engineers on phone, the Contractor engineers / technicians shall
       move immediately with spare units / cards to the location of fault for its
       restoration. After the restoration of system / equipments, Faulty units /cards shall
       be brought back to the central location in Sierratel and then dispatch to the vender
       for repair/replacement. Sierratel engineers / technicians shall be associated in
       fault localization and rectification process so that they can take up independently
       the maintenance activities of the network whenever needed.
       After rectification of the fault, the case will be referred to the OEM for arranging
       replacement/Repair of faulty unit / card.

       The Contractor shall ensure minimum possible down time in order to meet the
       performance / availability requirements of the tender as described in the following
       sections.

      The following summarizes the role of the local support organization:
    a- On-site support to Sierratel in response to opened Trouble Report (TR).
    b- On-site intervention whenever needed



corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 31 of 41
    c- Troubleshooting of a TR and isolation of faults, if Sierratel Engineers fails to find a
       solution.
    d- Replacement of faulty units/cards and restoration of network elements and sub-
       systems
    e- Assistance in the implementation of software updates and upgrades (if provided
       for under the existing agreements)
    f- Response to Sierratel’s queries
    g- Help Sierratel analyse the data collected from the network elements by looking at
       the statistics about network health and performance.


The Contractor guarantees that the LSR are available to Sierratel for support and
maintenance purposes to keep the system operational with minimum interruptions, as
per need.
The Contractor shall provide Customer with a list of the LSR along with their
qualifications and areas of expertise and shall update such list on a monthly basis.


           5. Trouble Report Handling


Sierratel would contact contractor’s local support organization by
phone/fax/email to report the Trouble Report with initial analysis done by
the Sierratel’s Level 1 support personnel.


Contractor will acknowledge the receipt of Trouble Report and take the
same into processing internally for its resolution/escalation etc.

       Submission
       Acknowledgement
       Closure
       Monitoring/Reporting
       Escalation procedure & Contact persons


Severity Levels
The TR shall be assigned a Severity Level: ”Emergency”, ”Major” and
”Minor”.
Sierratel shall be responsible for classifying and assigning the applicable
Severity Level to a particular TR in accordance with the following
conditions:
Emergency: Applicable for business critical malfunctioning,
   A complete system (or network element or platform or solution)
     failure
   A major disturbance in a specific system resulting in a capacity
     decrease of more than 10% of that system or impacting more than
     10% of the customer base of the region covered by this system.
   Critical functionality not available

corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 32 of 41
            Outages causing substantial loss of revenue
            A complete loss or major disturbance of the network management
             system
            Etc.
     Major: representing severe problems or disturbances                                          that     require
     immediate action, and may result in emergencies, as:
        System crash or hang
        Capacity decrease
        Etc.
Minor: Low problems or disturbances affecting a specific area of functionality, but not the
     whole system.




                6. Software Updates
     Sierratel will be entitled to receive Software Updates for the supplied
     version during warranty and as long as the M&S Services Agreement is in
     effect . Updates will be provided by the OEM Technical support Team as
     and when they are available by way of a CD-ROM or upload through a FTP
     Server. The technical support team will also provide instructions for the
     installation of Updates. Sierratel technicians /engineers, who are duly
     trained, would install the updates as per the instructions, under the
     supervision of the LSR.




                7. Software Upgrades
     Sierratel will be entitled to receive the latest software releases of all
     systems and applications constituting the Contractor solution for Sierratel
     during warranty and as long as the M&S Services Agreement is in effect.
     Additional functionalities which are not included in the version delieverd to
     Customer will be subject to additional charges to be agreed upon between
     Customer and Contractor. However all enhancements to the existing
     functionalities prior to the Software Upgrade shall be delievered free of
     charge.


     The software upgrades will be provided by the OEM Technical support
     Team as and when they are available by way of a CD-ROM or upload
     through a FTP Server. The technical support team will also provide
     instructions for the installation of the new releases.




     corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                         Page 33 of 41
           8. Performance Measurement
        This service covers the following aspects:
                    Monitoring of the Key Performance Indicators agreed upon with
                       Sierratel, and the network quality and system performance in terms of
                       availability, severability, accessibility and retain-ability by analyzing the
                       network performance statistics report/data collected by Sierratel
                    Recommendation for optimization on the network design and
                       dimensioning
                    Operational review meeting: Regular progress meetings between
                       Sierratel and the Contractor to go through the status and performance
                       of the M&S services, and review the Trouble Report list and the
                       Repair&Replace parts log.


           9. Audit and Preventive Maintenance
The purpose of this service is to assess the conformity of the network and systems to the
telecommunications industry standards and practices and to recommend way to optimize
the operation.
This service shall be conducted once a year, by experienced staff not involved in the day
to day support to Sierratel.
Each audit mission shall result in a recommendation report which will be jointly reviewed
and accepted by the Contractor and Sierratel.
The Contractor shall assist Sierratel in the implementation of the aforementioned
recommendations.
During each mission, the Contractor shall review and update the Sierratel network and
systems documentation showing;
        Network and system design and optimization plans
        Network and systems installed configurations (hardware components, software
         applications, capacity, versions and releases, internal and external connectivity
         links, tools and O&M scripts, etc.)
        Operation and Maintenance procedures, especially those related to the corrective
         and preventive maintenance of the equipments delivered by the Contractor.




        Hardware Replace & Repair and Spare Parts Management
        In the event of defects or failures in the product, such product will be returned to
        OEMs for repair and return. The repair or replacement, as the case may be, shall
        be through the Return Material Authorization (RMA) process of OEMs. The process
        in brief, shall be as follows:

    a) After exhausting all the problem resolution process outlined above.
    b) Upon intimation, OEM shall verify and confirm the problem and advice on the part
       or product to be repaired or replaced, as the case may be.
    c) The Contractor shall complete RMA form and the same should be sent to OEM.
    d) The Contractor shall provide all details such as part numbers, serial numbers and
       any other additional information as required for generation of an RMA number.
    e) OEM shall provide the Contractor with an RMA Number for the failed part or
       product within two (2) business days of OEM verifying and confirming the
       problem.

corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 34 of 41
    f) The Contractor shall arrange for the part/product to be shipped to OEM’ facility
       freight prepaid on behalf of Sierratel
    g) The Contractor shall ensure that the RMA number provided by OEM is clearly
       mentioned on the document and the packing/box used for returning the product.
    h) The Contractor shall ensure that the product or part is properly packed, so as to
       avoid any damage during transit.
    i)    OEM shall repair or replace the defective product and ship it back to the
          Contractor within 21 days (excluding transport time) after it is received at OEM
          facility. OEMs will ship it back on freight prepaid basis.
    j) All repaired part shall be warranted against defects for a period of ninety (90)
       days from the date of shipment of the repaired product or till the end of the
       original warranty period whichever is longer.
    k) During the course of repair, in case partner/customer wishes to upgrade the part
       to the latest Engineering Change Order (ECO) available, such change shall be
       effected by OEMs at prices then applicable for such an upgrade, subject to receipt
       of Purchase Order from Sierratel.


         On the other hand, the Contractor commits on the provision of repair & replace of
         system parts for a period of at least ten (10) years following the date of system
         acceptance for all equipment delivered by the Contractor, either directly
         manufactured by the Contractor, or one of its subsidiaries, or one of its sub-
         contractors under this project.




corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 35 of 41
           10. Service Level Agreement values

       Preliminary Notes
Any TR which is not resolved within twice the restoration response time as
defined in this section will be automatically escalated to the higher severity level
and the SPT associated with such new level will be applicable.
All SPT specified for Response, Temporary and Final Restoration times are based
upon calendar days & hours, irrespectively of working days & hours.
The SPT for Temporary and Final Restoration shall be applicable from the
acknowledgement time of the TR by the Contractor.
A TR is deemed acknowledged and accepted by the Contractor if no
acknowledgment is received by Sierratel within the Response Time period as
specified in this section.


Service Performance Time: For Core switching based products (Softswitch,
MG/W; Access Gateway, xDSL equipments, FO and MW Transmission, Charging,
etc.):
SEVERITY          Response Time           Temporary           Restoration Final Restoration Time
                                          Time

Emergency         Max 10minutes           Max 3 hours in Freetown Max 48 hours
                                          and 8 hours in Provinces.

Major             Max               10 Max 12 hours                             Max 1 week
                  minutes

Minor             Max               20 Max 2 weeks                              Max 6 weeks
                  minutes



Service Performance Time: For Applications, and other non critical network
components:
SEVERITY          Response Time           Temporary           Restoration Final Restoration Time
                                          Time

Emergency         Max 10minutes           Max 4 hours                           Max     72   hours   –
                                                                                Requires    continuous
                                                                                interaction

Major             Max 10minutes           Max 24 hours                          Max 2 week

Minor             Max               20 Max 3 weeks                              Max 6 weeks
                  minutes




corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 36 of 41
           11. Penalty on delay
       In case of failure by the Contractor for reasons attributable to Contractor and/or its
       subcontractors or suppliers to meet, the service level agreement values defined in
       section 10, Sierratel shall be entitled to the following, free of charge:
    a- Delay in the case of emergency: two weeks of extension of the maintenance and
        support period, for each cumulative delay of one day above the deadline
    b- Delay in the case of Major troubles: two weeks of extension of the maintenance
        and support period, for each cumulative delay of one week above the deadline
    c- Delay in the case of Minor troubles: two weeks of extension of the maintenance
        and support period, for each cumulative delay of six weeks above the deadline
       The maximum extension during the maintenance and support period shall be six
       (6) months without any prejudice for the other Sierratel’s rights under this
       agreement.




corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 37 of 41
ATTACHMENT I –            Local Maintenance Support structure deployed by                                   the
                          Contractor in SIERRA LEONE and dedicated to Sierratel


       ERP+IVR+CRM                                    Atleast
       Application Engineer                           1
                                                      (one)




corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 38 of 41
       ATTACHMENT II –             PRICING and PAYMENT TERMS

       Preliminary Note: TCIL shall pay for the Maintenance and Support services related
       to on-air equipments only, i.e. equipments that are installed, commissioned,
       accepted and fully operational (handling commercial traffic).

       When applying this principle to the software license, the average number of active
       resources (subscribers, E1, etc.) calculated for the period shall be considered in the
       definition of the Maintenance and Support services pricing.




corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                    Page 39 of 41
 Annexure 5




                                     Flow of CRM
                                (Movement of Problem)
                                                                     Provides Solution

Customer’s                                                      Problem Solved / un
                                                                                   solved
                                   Lo
                                        gs
 C o m p la in t t h r o u




                                             Co
                                                  mp
                                                       la in                                                                         Specialist
      P h o n e / m a il




                                                               ts                                                          in   t
                                                                                                                      p la
                                                                                                            sc   om
                                                                                                       ut e
                                                                                                trib                   ck
                                                                                         Di s                     ba
                                                                                                        Se   nd s
                           gh




                                                                       Coordinator /         As
                                                  la i n              Service Manager Field sign
                                           mp                                              s     s
                                     s  Co     rs                                                        Co
                                 Lo g s to m e                                                                mp
                                                                                                                   lain
                                        Cu                                                                             ts
                                   fo r


        Agent                                                                                                                       Service Engineer




 corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                     Page 40 of 41
        Annexure 6




                                        Flow of E-Mail
                                                             Mail
                                                           Receiver              Mail
                                           Mail
                                                                               Receiver
                                         Receiver
                      Seeks additional
                        information                  Mail id                               Mail send to
                                    Mail response Unsubscribed                          corresponding ids



                                                                                                                Mail
           Web
                                                                                                               Server
          Server




Task Assigned                                                            ConfigurationSend mails
to sales person                                                         with mail server
                                            Configuration
                                           with web server
       Task
     Assigne                   Information
             d
                                registered                                                Import ids
                                                             E                           from Excel
                                                                 r
                                                           Maile




        corrigendum No. 2 to NIT-ERP-1205-02E-3- Annexure -A -Section 6 - Technical Specification-ERP and Misc Items.doc
                                                                                            Page 41 of 41

				
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