CDR Based Convergent Billing and Customer Care by linxiaoqin


									 Greetings to
All Participants

                   CDR Based Customer
                   Care and Convergent
                     Printing System/
Claearing House                                                        Payment Interfaces
       or              Print Vendor
                                                                       Cr Card/Banks/Chq etc.
 Other Sources                                                                                     Web Self Care

                   AAA                                                      Self Care
                  Security                                Generation

                                Rating               Inventory

                                                                               Customer Care
                                                                                                Customer Care


• 4 data centres (Hyderabad, Pune,
  Chandigarh, Kolkata)
• Proof Of Concept : 9 months
• Roll out phase; 9 months
• Two System Integrators
• 2 yrs warranty; 5 yrs. AMC
• South & East – CSG Kenan for billing and
• All the operational and business
  processes are to be integrated to manage
  entire business of BSNL.
• Tender divided into two
• Set of two tenders for servers and
  software – M/s TCS and M/s HCL
• The second tender exclusively for
• One vendor selected for all the zones -
• Switches support 100% CDR generation
  have storage of 7 days CDRs
• On-Line data transfer from switches a
• Same billing solution will also support
  meter based billing
• Provision of X.25 accessories, software,
  cable on NT Switches
• All 256P RAX/512P SBM has to be
  converted into AN-RAX
• Magnetic Tape Emulator (MTE) required for
  E-10B switches; is part of the tender.

• 75% of the CSR equipment through reallocation
• MPLS based NIB-II network shall be utilised.
• Setting up call center not part of project
• Responsibility of setting up of customer care
  center with SSA
• Anti virus for existing PCs and new PCs
  (procured by SSAs) to be purchased by
• SSA will form the basic unit for roll out
• Data center operational responsibility with
  BSNL – CGM IT circle.
• Infrastructure responsibility with respective
• Centralized Data Center wise IVRS planned.
• Adequate training for BSNL personnel
       Benefits of proposed solution
• Move from telephone based system to Customer
  based system
• Accurate and timely invoicing of call details to
  generate error free bills
• Supports different tariffs, different Billing
  cycles, different discounting schemes for
  different category of subscribers.
• Pre-paid and Post Paid integration possible
• Easy implementation of change in business
  policies and rules.
• Host of online services, online query and prompt
  customer response
      Benefits of proposed solution
• Advanced Rating Capability – peak rate, off-
  peak rate, special days, tiered rating
• No Need of charge-configuration at switch
• On demand itemized call detail
• Advance Discounting Capability – CUG,
  F&F, Cross product, double set discount
  (e.g.10% off on rentals if STD calls exceed
• High Usage monitoring
• Flexible bill cycle
• Accounting
      Implementation in two phases
CDR Sub   Data Center   CDR Project     POC Phase                                Roll out
Project                                                                          Phase

1.1       South         CDR Project 1   4 SSA (Hyderabad, Bangalore,             66 SSAs
                                        Thiruananthpuram, Chennai,

1.2       East          CDR Project 1   8 SSA (Kolkata, Patna ,Kamrup, Ranchi,   64 SSAs
                                        Raipur, Agartala, Bhuvaneshwar,

2.1       North         CDR Project 2   7 SSAs ( Chandigarh, Ambala, Lucknow ,   79
                                        Meerut, Shimla, Dehradun, Jammu )*

2.2       West          CDR Project 2   4 SSAs (Kalyan, Ahmedabad, Bhopal,       101
    What we are buying in this project
•   DC class servers
•   Edge class servers
•   Network
•   PCs, printers
•   Laptops (for Data centre alone)
•   Physical security (for Data centre alone)
•   UPS(for data centre alone)
  What we are buying in this project
• Billing, Accounting, Mediation, Provisioning,
  Bill formatter, RA, CRM, (FRS), IM, DQ,
  WSC, EMS, EAI, RDBMS, Security systems
  (Logical), IOBAS and FMS.
• Services
• Data centre operation during wty and AMC.
                                 Corporate Billing
                                                              •Custom integration to synchronize
                                                              data across zones

                                                              •Regular bill runs for corporate
              NORTH ZONE                  Invoice for child
                                          account2 to South
                                                              accounts in their respective zones

WEST ZONE                                   SOUTH ZONE
                                                              • Transfer of invoice data to
            Invoice for child
                                                              centralized South zone
            account1 to South Zone.

                                                              •Application of bulk discounts and
               EAST ZONE              Invoice for child
                                                              single bill for corporates
                                      account3 to South

                                                              •Update different zones with
                                                              proportional data.
                         Billing                              •Transfer of payments/adjustments
                                                              from/to zones
                                      Summarized Schedule
                                 of Requirement – North West
  Application Software          Server Type                         Network Component
Billing Solution(Convergys)     DC Class Servers                    Exchange Router
                                Blade/Midrange Server               Managed Exchange Ethernet
Mediation (Intec)
Provisioning (Clarity)          Stand-Alone Servers                 Ethernet Extender
EAI (Oracle Fusion ware)        Security Component                  Remote Router
EMS (HPOV)                      Data Center Firewall (Nortel)       Ethernet Hub
CRM (SAP)                       Intrusion Detection System          Aggregation Router

Web Self Care (SAP)             Network IDS, Host Based IDS         Central Router
DQ (BTS Logic)                  Anti-Virus System                   Backbone Router
                                Vulnerability Assessment & Policy   Data Center Ethernet Switch
Oracle RDBMS
                                Compliance System                   Type I
                                Server Access Control System        Data Center Ethernet Switch
IVRS (Nortel)
                                (ACS)                               Type 2
Enterprise Reporting Software   User Management System              Internet Router
(Fortune IT)
Electronic Stapling (TCS)       Security Device Management          Remote Access Server (RAS)
IOBAS (Intec) & FMS (Neural)    Access control System, Door         Data Center Router
RA(Connectiva)                  Controller, Smart Card Reader,
                                Rodent Management System
           Collection Methodology of CDRs
                                                                                                    Firewall    S

     Data Center                                                                 Backbone
                                                                                  Router           Backbone
                                                                                                                C    Mediation
                                                                                                    Router      H     System


                                                                Edge Rtr
                                            Edge Rtr
                              Edge Rtr

                                                                      Edge Rtr

                                         Edge Rtr
                                                     Edge Rtr
                                                                       NIB – MPLS VPN
                    Aggregation                     Aggregation
  Call              Router                          Router
Received            (Optional)                      (Optional)


                                                                                                        Local Exchange
            LE Router                                            CDR                           Call
                                LE Router
                                                                Generate                     Complete
                        CES                                        d                            d
   PSTN                                             PSTN
   Swt.      MTE
                    Data Center Network Overview
                                Ethernet Switch Type 2                          IDS   Data Center Router

                                                         Firewall                                          Collector

                                                                    Switch Type 1
                  RAS                      AAA


NIB-II MPLS   Backbone Router                                                                           Ethernet
  Network                                                                                             Switch Type 2

                                                  Ethernet Switch Type 2

  Internet                                                                                      Server Farm
              Internet Router                                                                DC Class and Blades

                                Firewall           Internet/Web Servers
        Data Center Network Overview
• Exchange router – two connections to exchange
for CDR collection and service provisioning
  two WAN connections.
• Aggregation routers in case of star topology.
• LAN extender/Remote router for extending LAN
from LE to CSR and RLUs
• Aggregation routers connected to Edge routers of
• Central routers (optional) between Aggregation
routers/LE routers and Edge routers.
• Backbone Routers (two in each DC) for connecting
        Data Center Network Overview
• Data Centre routers – termination of all data
traffic in the billing network. X.25 serial
connectivity to CDR collectors; connected to
the Backbone routers.
• Managed ethernet switch, CSR ethernet
switch, Data centre ethernet switches (Type I
and Type II), Work station ethernet switch at
• Internet Router at DC for internet
connectivity to the DC.
• RAS for connectivity for remote CSRs.
Typical Exchange Router
Zone-wise Exchange Router
    NIB-2 Connectivity
Zone-wise Exchange Router
Zone-wise Exchange Router
    NIB-2 Connectivity

Reuse of existing CSR network

                         Central          To MPLS
                         router           Network

                                    To MPLS
      Existing network              Network

                                   Local exchange
Data Center Network Architecture
•       Data centre class servers
    –     Billing and Accounting (Including Rating, OM (if part of
          Billing) and all other related functionalities).
    –     Revenue assurance
    –     Mediation
    –     Provisioning
    –     EAI
    –     CRM (Including CHS, WSC, OM and all other
                related functionalities)
    –     Directory Enquiry
    –     EMS
    –     IOBAS
    –     FMS
    –     Backup
    –     High availability
•   Edge class servers

    •   EMS Gateways
    •   HTTP servers
    •   SMTP servers
    •   Print Servers
    •   AAA Servers
    •   Logical Security Elements
    •   Network Device Management Servers
    •   DNS Servers
    •   IVRS
    •    Proxies, etc
       Data centre Servers
•   Sizing as per ISV recommendation
•   All applications shall fail over on to High
    availability Server in separate partitions in
    N+1 configuration
•   Shall be 64 Bit multiprocessing UNIX Servers
•   With minimum 64 cores having at least 1.5
    GHz Processing speed.
•   Support multiple partitions with 4 GB DDR2
    memory per core
•   At least two numbers of 4 Gbps Fiber
    Channel adapter.
•   Database partitions shall have minimum of 4
    fibre channel adapter per partition.
            Edge class Servers
•       32/ 64 Bit processor of 3.2/ 1.6 GHz
        based with multiprocessing capabilities
•       Min 2 processors
    –    Min 4 GB DDR2 ECC SDRAM
    –    2 x 72 GB internal SCSI Hard Disk
    –    Dual Fibre Channel Ports per shelf for
         public interconnect to SAN with 1+1
•       PC based Management Consoles for DC
        class servers and Edge servers will be
        connected to the servers using dedicated
        Ethernet switched network
•   Automatic Telephone Fault Booking &
    Clearance Service
•   Automatic Bill Enquiry & Payment
    Reminder Service
•   Automatic Changed Number Information
    & Bulk Changed Number
    Announcement Service
•   Automatic Trunk Call Booking Service
•   Interactive Commercial Inquiry & Special
    Services Inquiry
•   Interactive Telephone Connection
    Booking And Status Enquiry Service
                     Data Center LAN

                                            2/E1             E1R2/E1PRI
CR             CT                      IV            AB                                     BSNL PSTN Cloud
M               I                      RS            X

                                                                   Call Transfer To Agent


     Call Center 2                                        Call Center 1
        Web Self Care (WSC)
•   A one-stop facility (web access) to the individual
    subscribers as well as corporate customers
•   Post a request for activation or deactivation of a
•   Electronic Bill presentment and payment
•   Trouble Ticketing
•   Integration with CRM, existing web portal, GSM
    CRM etc.
•   Data encryption, Authentication, Authorisation,
    Account access management, Logging and
    monitoring all system access, Resource
    allocation management, User access privileges
    management etc.
        Electronic Stapling
•   Single bill for corporate customers as
    well as individual customers covering
    multiple services provided across
    different geographic locations in India.
•   Creation of one bill for corporate
    customers with bulk discounting
•   Process one payment against the single
    corporate bill and do end to end
    accounting for all electronically stapled
    bills taken from other billing systems.
•   Work in conjunction with other Billing
         Disaster Recovery
–   An event that makes the continuation of
    normal functions of a data centre impossible.
–   North DC will be DR for West DC and vice
–   South DC will be DR for East DC and vice
–   The degradation of performance for the
    applications failing over to the DR site is
    permitted up to 50%
–   Collection servers of mediation system shall
    have 100% redundancy to take care of both
–   Possible to update the secondary by the
    Primary on line or at configurable intervals in
    steps of at least 15 minutes.
                  CRM Features
•   Single Platform for all CRM related activities like Marketing,
    Sales, Orders, Service Requests and Analysis for all product
    lines like LL,BB, Leased Lines etc.
•   Facility for Customers to manage their accounts/services thru
    various Channels like Phone, Web, Mail, CSR.
•   Application offers operations/control/visibility at Zonal level
    with flexibility to manage even at SSA level.
•   Unified Database model which avoids redundancy of tables
    in multiple Databases, there by improving over all
•   Sophisticated End-to-end integrated solution incorporating
    Industry standard Best Practices with customer/employee
    appealing GUI for Ease of use which enhances Customer
    Experience & Satisfaction
•   360° Customer View to proactively plan campaigns, cross-
    sell/up-sell and serve better
            CRM Features
•   Integrated view for Customer Care and Bill
    View/Payment which gives complete account profile.
    E2E functionality for Corporate Customers.
•   Minimal effort to configure/revert back products and
•   Knowledge base to maintain Customers’ Complaint
    history and resolutions.
•   Automated and well-structured workflow processes
    (provisioning/escalations/ complaints) reducing
    manual interventions there by avoiding delays/errors
    with time/event triggered Alerts.
•   Closed-loop Marketing Processes by optimizing
    resources/budget and integrated with executing
•   Aiding business decisions with predictive as well as
    historical analysis for managing Churn and planning
    Retention Campaigns
          Billing Features
•   Convergent billing
•   Ease of configuring plans
•   Integration with other systems like
    CRM, Bill formatter etc;
•   CDR based billing
•   Near real time rating
•   Support for complex discounts
•   Aggregate usage rating
•   Complex tax requirements
      Provisioning Features
•   Customer related services can be activated
    instantaneously on different network elements.
•   Switch activation is fully automatic
•   Line testing is completely automatic
•   Offers a uniform interface to the service order
    management application.
•   Physical and logical network inventory details
    are maintained in centralized database.
•   Flexible in defining new provisioning workflows
•   Highly scalable system
•   Optimized performance
           Data Migration
–   Finalization of all closed cases
–   Thorough review of outstanding – write off
    fictitious outstandings;
–   Recon between billing systems, switches wrt
    working, closed and DNP connections.
–   Verification of data related to service
    connections, TAC members, MP, VIP
    connections, PCOs.
–   Deposits – recon between amount available vs
    category code, plan code;
–   Customer inventory wrt Outdoor details, MDF
    particulars, NE and customer address.
    Present Status of West D.C.
    Civil and Electrical works are completed
     except for BMS room
    All Hardware has been received (except for
     CES and MTE)
    All Software have been received (except for
    Servers and storage equipments are
     physically installed
    UPS and Batteries are physically installed
    One set of UPS and batteries shall be ready
     for A/T by 7th June.
    SRS documents are being finalised by C.O.
Connectivity of DC
                    Connectivity Requirement for POC phase

                               STM 1 Link for CDR
                                                    NIB MKR                        Chandigarh
             Router            STM 1 Link for DC                 Via MPLS          Data Centre
                              STM 1 Link for CDR
             Backbone                               Mumbai Via
             Router                                 MHS(WTR)
                              STM 1 Link for DC

             Internet                                                   Summary of Requirement
                                                    NIB MKR
             Router           STM 1 Link
DataCentre                                                              A) 4 STM-1 Links to
Pune         Internet         STM 1 Link
             Router                                                     MKR i.e., 2 Nos for
                                                                        Internet, 1 No for CDR
                                STM 1 Link                              collection and 1 No for
                                                    Chinchwad           DR
                                STM 1 Link

                                                                        B) 2 STM-1 Links to
                                                                        Mumbai via MHS i.e., 1
                                                                        No for CDR collection and
                                                                        1 No for DR
                                                                        C) 2 STM 1 Links to
                                                                        Chinchwad Tax for IVRS
                        Immediate Requirement for Data Centre
                             STM 1 Link for DC
             Backbone                            NIB MKR                    Chandigarh
             Router                                          Via MPLS
                                                                            Data Centre

                            STM 1 Link for DR

                                                                    Summary of Immediate
                            STM 1 Link
                                                 NIB MKR                Requirement
                                                                    A) 3 STM-1 Links to
                                                                        MKR i.e., 1 No for
                                                                        Internet, 1 No for
                              STM 1 Link
                                                 TAX                    CDR collection and
                                                                        1 No for DR
                                                                    B) 1 STM-1 Link to
                                                                        Chinchwad Tax for

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