Docstoc

CDR based Billing and Accounting System

Document Sample
CDR based Billing and Accounting System Powered By Docstoc
					CDR based Billing and Customer Care System

G.C.Manna.-GM(IT) Calcutta Telephones Incharge I,O&M-CDR Data Centre, East Zone. 1.0. Introduction : It was 1985 when one call detail record was sent to disputing customers of Telephone bills declaring a new era of Telecom revolution. Subscriber controlled STD line locking / unlocking, call diversion etc. were made available to subscribers. A Computer Centre was set up at Calcutta in 1986 where the exchange data tapes are used to be sent at end of each month for billing and accounting purposes. One intranet was developed afterwards which connects to commercial units of areas and provide billing and customer care facilities. In last couple of decades, computer and communication technologies have undergone sea changes. Information is now available at finger tips at anytime and anywhere. Cash money has been converted into debit or credit card. Internet and mobile provide information at any time. 'Fixed' is a matter of past; 'flexi' is present. 'Monopoly' is a buzz word, 'Promotion' is modern. Payment' is old, 'prepaid' is new. No 'Local' all 'Global'. Telecommunication area has also undergone changes. DoT has turned to BSNL. Corporate Office wants accounting on daily basis. It disburses fund thrice a week, makes salary payment through bank. Balance Business Score Card introduced for monitoring man power utilisation. HR Package has been introduced to keep track of each employee record. Now, it wants to know its daily revenue from its services. This is only possible through instant collection and management of call detail record (CDR) from each exchange across the length and breadth of the country and implement it through CDR based Billing and Customer Care System (CCS)' Project. 2.0 - Scope : Call detail Record (CDR) based on Integrated Billing Project of BSNL. Project 1 East (Calcutta) and South (Hyderabad) Data Centre. Project 2 West (Pune) and North (Chandigarh) Data Centre. Project 1 total cost Rs. 522.95 crores for East and South Zone (50% each). Network for East Zone shall consist of Calcutta Telephones, West Bengal, Bihar, Orissa, Jharkhand, Chattisgarh, Assam&NE-I Circles( Meghalaya, Tripura, Mizoram) exchanges - All the Telephone Exchanges shall be connected to the Data Centre on line - All the Customer Service Centres shall be served from Data Centre. - Centralized Call Centre East Zone Data Centre installation work is in progress at Salt Lake Telephone Exchange. A.P.O has been placed with the vendor on 6th June, 2007. 3.0. Data collection: 3.1 Telephone exchanges: When a customer makes a call through telephone exchange, a CDR is generated. Collection of CDR’s of the exchanges are through ‘push’ in certain (ALCATEL) exchanges and in some other cases, they are ‘pull’ (SIEMENS) through small files in X.25 format. In case of E10B, a magnetic tape emulator (MTE) and for

CDOT, CES is used as intermediate to convert proprietary solution to standard X.25. Some SIEMENS exchanges of Calcutta can provide Ethernet connection directly. Local Exchange Router (LE router) accepts x.25 formatted packet inside an IP packet and dispatches to a Central Router through E1. Central router connects to PE router of MPLS backbone through STM1 links which, in turn, dispatches the packet at Data Centre backbone router for mediation and record.
Collection Methodology of CDRs

Firewall Firewall
Backbone Router Backbone Router

Eth S W I T C H

NIDS

Mediation System

Data Center
Edge Rtr Edge Rtr

E3/STM-1

E3/STM-1

Edge Rtr

Edge Rtr Edge Rtr Edge Rtr

NIB – MPLS VPN Network

STM1

STM11 Central Router E1

Call Received

Central Router

SSA

E1

LE Router

Call Call MadeCompleted
LE Router

Local Exchange

CDR Generated PSTN Swt.

PSTN Swt.

CES MTE CDOT

3.2 VAS servers: IN, mobile, internet, Leased Line, trunk booking,12XXX,VPN, EPABX etc. data shall be made available to Data Centre after mediation and offline. 3.3 CTD CDR Network :
CDR Network of CTD AREA: CITY
TBZ OCB E1 TBH WLL Ethernet TBH EWSD Ethernet E1 E1 Ethernet TBH COT TBH EWSD POI Ethernet
EDGE ROUTER AT BBSR STM 1

MPLS

EDGE ROUTER AT TBH

TAX
TBZ AXE10 TAX Ethernet E1

Ethernet

Aggregation Router TBZ, 4th Floor
STM1

Aggregation Router TBH, 2nd Floor, NIB

SATYABALA TAX
E1 TBH EWSD TAX Ethernet TBH TAX OCB Ethernet

AREA : CENTRAL
BBZ EWSD CRN EWSD CEN OCB E1 E1 E1 E1 E1 CIRCUS EWSD E1 E1 E1

POI & TANDEM
Ethernet E1

SALKIA OCB LOCAL CUM TANDEM
E1

COSSIPORE OCB LOCAL CUM TANDEM
E1 KALIGHAT OCB LOCAL TANDEM E1

AREA : SERAMPORE & SOU
UTTARPARA OCB E1 CHINSURA OCB E1 E1 E1 E1 E1 E1 E1 E1 E1

E1

E1

AREA : BKP
BARASAT OCB

E1 E1

E1

E1 PANIHATI OCB E1 BHATPARA OCB E1 E1 BKP EWSD

AREA : NORTH
BAGBAZAR EWSD MANIKTALA EWSD

SALT LAKE EWSD

Russa EWSD

DUMDUM 5ESS

DUMDUM OCB

ALIPORE OCB

BEHALA OCB

AREA : HOWRAH

JOKA OCB

BEHALA EWSD

AREA : BIDHANNAGAR

AREA : ALIPORE & South

Ethernet

AREA : JDV
E1 NARENDRAPUR OCB JDV OCB JDV EWSD

SHIBPUR EWSD

SHIBPUR OCB

Ethernet

Ethernet

E1

E1 E1 E1

10/06/2008

Ethernet

2

3.4 CTD CSR Network:
CSR Network of CTD
Burrabazar Exch Entally Circus Extl

Aggregation Router TBZ, 4th Floor

Aggregation Router TBH, 4th Floor

STM1 FE
CENTRAL ROUTER TBZ

BHATPARA

FE
CENTRAL ROUTER TBH
BKP EXCH BARASAT BELGARIA

KALYANI

Circus

Benia Pukur

STM1

G. C. Avenue

AREA: Central & City Panihati Exch TBZ TBH AREA: BARACKPORE DumDum Exch Cossipore Bidhan Nagar Kestopur Maniktala Teghoria Bagbazar Exch

Lake Town SNP

DE/GRA GRA BRP

AREA: Bidhan Nagar & North

E1 to TBH E1 to TBZ E1 internal Ethernet

RKT NDP Jadavpur

AREA: JADAVPUR Satyabala Sibpur Belur Math BE College Salkia AREA: HOWRAH Uluberia Serampore CND Exch Garden Reach AREA: ALIPORE JOKA Ichhapur Uttarpara Chinsura RISRA Alipore Exch Behala Exch Budgebudge Dhakuria Kalighat exch Baligunj Place RUSSA

Kasba

10/06/2008

AREA: SOUTH

AREA: SERAMPORE

3.5 CTD connectivity to CDR data Centre:
CDR East Zone Data Centre at Salt Lake, Kolkata

Kolkata SSA
TBH Kolkata NIB
C E N T R A L R O U T E R A G G R

Internet Routers

R O U T E R

BBSR NIB

Backbone Routers

TBZ FE STM1
10/06/2008

Kolkata TAX Telephone Bhawan

IVRS

3

4.0 Data Centre : 4.1 Data Centre Infrastructure: The data centre houses 3 no of 1250 KVA transformers substation. 3 generators of 500 KVA each and one generator of 1000 KVA capacity along with associated synchronisation panel supplements absence of mains supply. 8 nos of UPS each with 200 KVA capacity shall work with 100% redundancy. D.C. supply shall be used for IVRS and interfacing ADM16 equipment for extension of MPLS network to data centre. 12 a.c earthpits and 2 dc earthpits are used for protection of equipments. Two precision ac plants of 225 TR capacity shall provide cooling to equipments. Workstation area, network monitoring area and UPS room shall be cooled for comfort ac. The data centre shall be monitored through cameras and entry shall be permitted through physical access control system (PACS) key only. Server room houses 3 no. IBM P595 and 11 no. HP Superdome series data centre class servers. Servers are clustered such that they are zonewise duplicated with third one as disaster recovery for mated data centre (South for East and vice-versa).While IBM has been designated for running CRM application, 4 Superdomes will run billing and other mission critical applications. AIX V5.3 and HP Ux V11.2 shall be the operating system for IBM and HP servers respectively. Besides, there are total 171 nos of HP Proliant rack servers mounted over 12 racks are meant for running edge applications and IVRS. 13 IBM blade servers are also housed in server room. A multigigabit CISCO LAN switch type 6513 is the gateway for interchanging data with SAN room, network room, active backup room elements and operator terminals with the servers. Network room houses 2 nos 7613 series CISCO as backbone routers for CDR collection. 2 nos of CISCO 7609 routers are for connection to internet. One RAS type CISCO AS5530SM are also installed for accommodating 12 E1 links for dial-in services. HP Rx3660-30 nos, Rx2660-15nos and Rx6660-1 no servers are used for mediation and test and development(T&D). SAN room has provision for 105 TB primary storage volume and 55 TB for 2 dynamic backup copies (when one copy writes to disk library, other copy constantly gets updated) (40% of each type loaded now). 180TB has been provisioned as DR for south alongwith 40 TB as back up volume. Active backup room has 644GB hard disk as Primary and 320 GB as DR of South. These disks are used as buffer for reading/writing to active tape library which has robotic arms to pick/replace digital tapes in designated locations of tape library. NOC room shall house two 75” plasma TV screens at two walls back to back with provision to accommodate 8 operators who will be constantly monitoring status of each and every node(exchange) and link. Central building management system, Intrusion detection system, virus control etc.are state of the art features available in this project. 4.2 Data Centre services – Existing exchange provisioning ( excluding exchange maintenance terminals) system, Leased Line / VPN servers, Sales / Marketing Servers, TVARIT, Commercial FRS etc. ( application with data base ) shall be suitably loaded to the data Centre servers which will run on new platforms. Data Centre servers shall have additional network management system to monitor network status of the whole zone, which will be displayed on two large Plasma screens. Loading and monitoring of anti virus software from Data Centre to every individual node in the network is possible. Customer Resource Management (CRM) is all new module for commercial and sales integration. Billing System is the same as for mobile and from CSG Kennan. However, mobile CDR shall not be collected on line immediately. The system shall provide hot 4

line usage of land line (including BroadBand) information; but for IN, mobile , internet, Leased Line, VPN etc. regular bills shall be issued. Subscribers service call (197,198,1800-etc) shall initially be diverted to IVRS through 75 PCM channels and further, on demand, to call Centre which will deploy IP-EPABX and IP-Phones. A data storage bank for holding about 7 years of data has been provisioned. Probably, centrallised Printing of bills together with electronic stapling for all services provided to a customer shall be carried out and dispatched through India Post. Elaborate facility of accessing own account by a customer, through IVRS, e-mail, web page etc. shall be available to view hot bill status.Part payment and through IVRS,mobile,credit card possible.

Data Centre Solution Architecture
Scope of Supply Optional Comp. P2P EAI Scope Limited to Integration

Financial System 3rd Party Credit Checking Agency
Bank/Payment Gateway Clearing House
IOBAS Accounts Payables/ Receivables General Ledger

IN Services
SMS Server

Print Shoppe

Email Server

GIS

Num. Portability

IVRS
3rd Party Taxation
Revenue Assurance Program
Num. Management

IVRS
Call Center
IVRS

CSG Kenan Billing
Retail Billing
Data Warehouse DSS CSG Mediation Collection Processing Validation Distribution Content Billing Corporate Billing Web Self Care Order Management Agents Comm.
Bill Info

CRM
Work Flow Process mgt

5 ESS EWSD C-Dot OCB E10B AXE NEAX FETEX Others

Sales & Ordering
Compliant Handling System

MTE/ CES

Trouble Ticketing N/W Inventory
Orders

Legacy System

EAI
Provisioning
Creation/modification of Subscriber Assignment of supplementary /value added services

FMS
Fraud Detection Analysis and Prevention

ERS
Report Generation

DQ
Directory Printing
Access to Ext Databases

EMS
Server Management Desktop Management
Database Management

Alert notifications

Listing Services

Event Management N/W Management

5.0 Benefits :BSNL advantages :(i) On line Billing & Accounting System for revenue reconciliation on daily basis. (ii) On line implementation of BSNL Tariff Policies and Promotional Schemes throughout the country at the same time. No manual intervention required. (iii) Data mining for 7 years for deciding marketing strategy. (iv) Customer profile generation and flexible implementation of concessional schemes from Data Centre for individual customers. Customer benefits :(i) Prepaid like environment for knowing metering information and account balance through IVRS and Web Self care services at any time. (ii) Payment (including part payment) facility through ATMs, Banks and credit cards also. (iii) One bill to individual customer for all services like landline, BroadBand, mobile and other value added services. On line mobile bills shall be added in near future. (iv) One bill for all services of Corporate Business Houses including landline, EPABX, BroadBand, Leased Line, VPN & IN Services operating throughout the Zone. (v) Personalised services and schemes. 5

(vi)

Calcutta Data Centre is the Billing Centre for all Corporate Business Houses having all India presence for all services.

6.0

Conclusion: The CDR billing and customer care system adding new dimension to the wings of BSNL. ‘One customer one bill’ is the motto. Our exchanges and services have undergone dramatic improvements. It is the first systematic and integrated approach to win the heart of our esteemed customers in one hand and modernize our finance and accounts on the other. Abbreviations: CDR CSR CRM DR DQ EAI EMS ERS FMS FRS GIS IOBAS IN IP IVRS MPLS MTE NIB NOC NW P2P PSTN RAS SAN SSA STM TB TCP T&D VAS VPN Call detail record Customer service (centre) router Customer Resource Management Disaster recovery Directory Enquiry Enterprise Application Integration Enterprise Management System Element Management System Enterprise Resource System Financial Management System Fault Restoration System (Telephone) Geographical Information System Inter Operator Billing and Accounting System Intelligent Network Internet Protocol Interactive Voice Response Systems Multiprotocol Level Switching Magnetic Tape Emulator National Internet Backbone Network operation centre Network Point to Point Public Switched Telephone Network Remote Access Server Storage Area Network Secondary Switching Area Synchronous Transmission Mode Tera bytes (1000 GigaBytes) Transmission Control Protocol Test and development Value added Service Virtual Private Network

Diagrams : ITPC, Pune & IT cell Calcutta.

6


				
DOCUMENT INFO
Shared By:
Categories:
Stats:
views:2139
posted:11/4/2009
language:English
pages:6