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					                  “Information Technology” For JTOs PH-II



                              Chapter-1
                    Application Packages in BSNL

DOTSOFT

The package was developed by AP Core group and named as APTSOFT and
subsequently renamed as DOT SOFT. Initially the package was implemented
at Guntur as a pilot project and after successful result, it was decided to
implement all over India by replacing the local s/Other packages.

DOT SOFT is an integrated package for 4 important areas in the organization.
The areas are -

    Commercial
    Telephone Revenue Accounts
    Directory Enquiry
    Fault Repairing System

The flow of advice note from one area to another area in commercial is
explained with a diagram which is helpful how the new lines are created in
DOTSOFT and similarly another diagram is also provided for working lines to
understand the execution of different requests executed in DOTSOFT.

Masters in DOTSOFT

This basic data pertains to both Commercial and TRA. While some part of
this data is Station-dependent, some part is Station-independent. On the
whole this data does not change regularly. Hence this data is called Master
Data. The files, which store this master data, are called Master tables or
Masters. This Masters are life to the DOTSOFT package to run it
successfully.

Data fed through the input forms is stored in the related master tables. Any
inaccuracies during master data input will seriously affect the operation of
DOTSOFT. Since DOTSOFT is an integrated online system consisting of
Directory Inquiry, Commercial Services and TR Billing & Accounting, entry of
data in one master table becomes a pre-requisite for entry of data into another
master table. For example, entry of Activity Codes is essential before entering
data in Activity Tariff table.

Common features of all the TRA master data input forms:

To invoke the master data entry form:

Click on MastersTRA (name of the master)




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If you observe the input form you will find input fields and eight buttons
namely Insert, Modify, Delete, Find, Show, Show All, Exit and Report. Few
forms have Help button additionally. The names of these buttons suggest their
purpose. Of these Insert, Find, Show All, Exit and Report buttons are in
enabled state. The Help button in whichever form it is available is in enabled
state throughout. The insert button is activated by default. The remaining
buttons i.e. Modify, Delete and Show are in disabled state. They change their
states with the progress of data entry and depending on the operation
involved. If you click on an enabled button the procedure attached to it is
executed.

Purpose of each button

INSERT               :       To insert records into the concerned master table.
MODIFY               :       To make changes to the displayed record.
DELETE               :       To delete the displayed record.
FIND                 :       To query the master table on the basis of query
                     criterion.
SHOW                 :       To Show the record fulfilling the query criterion.
                     Use the up-arrow and down-arrow keys to move along
                     the records.
SHOW ALL             :       To display all the records in the master table in the
                             form of a list. Using the scroll bar to your left in the
                             list, you can view all the records in the master
                             table.
EXIT                 :       To close the form and go back to the main menu.
REPORT                :      To print or view complete report on the data in
                             master table. Sample report is reproduced under
                             each input form.
SAVE                 :       To save the record entered.
CANCEL               :       To cancel the current operation.

Note: Save and Cancel buttons appear in place of Find and Show buttons
depending on the current operation.

To Insert a Record

As soon as you invoke the concerned master data entry form, you will find the
Insert button enabled. Click on the Insert button, you will find Save and
Cancel buttons appearing in the place of Find and Show buttons. Enter the
data in all the fields. Press the Enter key to move from one field to the other.
After entry of data in the last field, press Enter key. You can observe the
Save and Cancel buttons becoming enabled. This is because you can either
save the record or cancel the entry. Click on Save button to save the entries
in the Master.

If you click on the enabled Save button, all the buttons in the above given list
except for Show button become enabled.



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If you click on the enabled Cancel button the form and the buttons are
restored to their initial state.

To Modify an existing record

Invoke the concerned master data entry form. Click on the enabled Find
button. The cursor moves to the first field in the form. Enter the query
criterion and then click on Show button. If a record exists fulfilling the given
query criterion, that record is displayed. Otherwise a message that „Query
Retrieved no record. Re-enter.‟ will appear. You can now reenter.

 Alternately, immediately after clicking on the Find button you can click on the
Show button. This results in display of the first record in the master. Now
using the down-arrow and up-arrow keys you can move to the desired record.
After reaching the desired record, click on Modify button. You will see the
cursor positioned in the first modifiable field. Now change the contents and
press the Enter key. The Save button is enabled. Click on Save button to
save the changes you have made.

If you click on the enabled Modify button, all buttons are disabled except for
Cancel button. This is to enable you to cancel the operation of modifying the
record.

To Delete a record from the master

Invoke the concerned master data entry form. Click on the Find button. Enter
the query criteria to retrieve the record you wish to delete. Alternately, you can
click on Find button followed by a click on the Show button. The first record
contents will be displayed. Now using the down-arrow and up-arrow keys
move to the record you like to delete. After reaching the desired record click
on the enabled Delete button. You will be prompted to confirm deletion of the
displayed record. If you are sure to delete, click on the „Yes‟ button otherwise
on the „No‟ button. A click on the „Yes‟ button deletes the record from the
concerned master.

To Query the Master details

Invoke the concerned master data entry form. Click on the enabled Find
button, all buttons except the Show button are disabled. Operation attached to
Find button is to enter the query criterion. You can enter the query criterion at
the cursor position. After entering the query criterion click on the Show button.
If the query retrieves any records they are displayed in the window, one
record at a time. Use the down-arrow key and up-arrow key to view the
records satisfying the query. Otherwise, the message „Query retrieved „0‟
(zero) records‟ is displayed. Alternately, without entering the query, you can
click on enabled Show button to view all the records in the master starting
from the first record. Use the down-arrow key and up-arrow key to move
through the records.



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To view the complete details of a master

Invoke the concerned master data entry form. Click on the enabled Show All
button. You will find a list akin to the following picture appears. Click on „Ok‟
or „Cancel‟ button to return to the input form.

Using the vertical scroll bar to your right, you can view all the contents in the
list. By prefixing the values to the „%‟ sign in the Find field above, you can find
out details of records satisfying the query criterion. Click on either Ok button
or Cancel button to return to the previous window.
Sample lists in respect of some masters are given in the annexure.

To obtain a report on the Master

Invoke the concerned master data entry form. After ensuring that the printer is
properly connected and paper is set in position, click on the enabled Report
button. The following window appears:

From the above window select the Destination Type by clicking on the
destination type list box. The default is „Screen‟. You can select from the list
either Screen or Printer. If you select Screen the report is displayed on the
screen. If you select Printer, the output is directed to the default Printer. The
default printer name can be seen against the Destination Name field. Default
printer is set up through Windows 95(Settings  Printer option).

Click on FilePrint Setup to select the Printer, to set the Paper Size and to
define the Print orientation (landscape or portrait). See the following
window:After selecting the Destination Type and Destination Name Click on
Run Report to obtain a full report of the selected master.Sample reports on
some masters are given in the annexure.

To close the master data entry form and return to main menu:

Click on the enabled Exit button to return to the main menu.

The following is the list of Commercial Master data input forms available in
DOTSOFT:
       Activity Code Master
       Activity Tariff Master
       Area Code Master
       Category Code Master
       Checks Parameters Master
       Class of Service Master
       CO Code Master
       Connection Code Master
       Exchange Code Master
       Exge. Type Master



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         Exchange Office Control
         Exchange Field Control
         Exchange Level Master
         Exge. SDO Mapping
         Location Code Master
         Offline Exchange Restriction
         Offline Working Lines Entry Control
         Out of Turn Code Master
         SDO/SDE Code Master
         Station Code Master
         STD Status Code Master
         Usage Code Master
         VIP Class Code Master

In addition to the above, the following are the Directory Inquiry related master
input form modules.

    ISD Code Master
    STD Code Master


FRS MODULE
         The Fault Reporting Service may be linked to IVRS at such places
          where IVRS System is in place
         This provides for prompt reporting of faults and docket generation
         Accurate reports regarding duration of faults, fault rate, etc can be
          obtained at the central office
         Effective monitoring of faults leads to greater efficiency


FRS Module – Overview
         Fault Reporting
         Master Data
         Daily Reports
         Monthly Reports
         Fault Reports
         Status Reports

The FRS Module has provisions to generate a large number of very useful
reports from the fault reporting data entered in the Fault reporting data form
Fault Reporting Service
         Fault Reporting Service        *
         Fault Booking
         Initial testing
         Suspended Complaints



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          Fault Ordering
          Final testing & Closing
          Batch mode posting
          Enables operators to serially post faults without having to log in
           every time
          DP Updation

PUBLIC GRIEVANCE MANAGEMENT SYSTEM
INTRODUCTION
Bharat Sanchar Nigam Ltd. (BSNL) is the major player in the field of
Telecommunication services in India and has a huge subscriber base. BSNL
sustains on the revenue collected from its customers and is bound to provide
good service to the public. Of late the field is opened-up for private players as
well resulting in cut-throat competition and everything possible is to be done
to ward off any subscriber base erosion. Hence the need for keeping its
esteemed customers fully satisfied by providing prompt and better services is
quite obvious. Early redressal of the grievances/grievances of the subscriber
has a key role in providing satisfactory services. With a stress on it, a special
cell – Public Grievance Cell started functioning at BSNL irectorate/Circle/SSA
levels. In order to make the PG cell more efficient, it was decided to
computerise its functioning. Accordingly the Public Grievance Management
System (PGMS) was developed in-house at the IT Cell of the Kerala Telecom
Circle, Trivandrum.

The system is a web-based application running on Microsoft Windows
Platform with IIS as web server and Oracle as the back-end database. Being
web-based, the users need not have any special software/hardware
requirements and can access the system using the MS Internet Explorer
browser as they normally surf through the internet. Users in Circle Office,
Trivandrum can access the system through the office LAN while others are
provided dial-up access for the time- being and later through a backbone
network to be established shortly.

PG Cells are set up at three levels viz. SSA, Circle and BSNL HQ and to
cater to these three segments a three-tier application, with docket flow to
subordinate levels and back, is planned for implementation at these levels.
However, the architecture, data entry forms, reports, mode of working and
operational procedure is one and the same in all respects for all three cases.
All three level applications reside in the same server located at a convenient
place and use the same database with common tables.

Salient features:

          Web enabled multi-user application
          User-friendly data entry with pop-up menus for codified items
          A number of queries/reports applicable for any given period
          Provision to record and view follow-up actions on a grievance


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            User-level based access
            Provision to attach scanned image//text /word document/PDF file

Following queries/reports are included.
S.No.                      Query/Report                               Options
 1.         Summary of all grievances registered during a      Unit-wise
            given period                                       Grievance-wise
                                                               Unit & Grievance-wise
                                                               Mode of Receipt-wise

 2.         Summary of pending grievances registered         Unit-wise
            during a given period                            Grievance-wise
                                                             Unit & Grievance-wise

 3.         Summary of disposed grievances registered        Unit-wise
            during a given period                            Grievance-wise
                                                             Unit & Grievance-wise

 5.         Classification of grievances                       Receipt-mode wise
                                                               Source-wise
                                                               Address-wise
 6.         Details of all grievances registered during a      Unit-wise
            given period                                       Grievance-wise
                                                               Unit & Grievance-wise

 7.         Details of pending grievances registered           Unit-wise
            during a given period                              Grievance-wise
                                                               Unit & Grievance-wise
                                                               Closed by sub-units &
                                                                pending with PG Cell
 8.         Details of disposed grievances registered          Unit-wise
            during a given period                              Grievance-wise
                                                               Unit & Grievance-wise
 9.         Duration of grievances registered during a         Oldest pending
            given period (Unit-wise)                            grievance
                                                               Maximum (Closed
                                                                cases)
                                                               Average (Closed cases)

 10.        Details of repeated grievances registered
            during a given period
 11.        Grievance Analysis                               Daily report
                                                             Weekly report
                                                             Unit-wise analysis
                                                             Grievance-wise analysis
                                                             Grievance & Unit-wise
                                                               analysis
                                                             Operator-wise summary




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In the case of unit-level users, the reports are limited to the user‟s unit. PG
Administrator and PG Officer are provided with additional reports such as list
of docket-based edit log, database statistics, etc.

All queries/reports are designed to cater for a given period and can also be
used for daily, weekly, monthly reports as well by providing the dates suitably.

The following items are codified and provide pop-up menu to select the right
item during data entry.

         Nature of Grievance
         Mode of Receipt of grievance
         Grievance received from
         Grievance addressed to
         Unit concerned
         Grievance priority category

Provision to record actions taken on a grievance at various levels and to view
the list of actions along with the grievance details.




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Classification of grievances as per Category

The grievances handled by PG Cell have been classified as the following
categories for effective monitoring.

         P Category (Phone-in)
         A Category
         B Category
         C Category
         M Category (MOC)
         O - Others

P. Category
Grievance received over phone or orally will come under this category.
Grievances coming under this category will not have any written documents to
support the grievance. Toll Free 1094 service has been already opened at all
Circle PG Cells and customers can dial 1094 from anywhere in the circle even
form STD barred telephones and voice their grievances. Also grievances
received by PG Cell or BSNL officers over phone is also registered under this
category. Customers may also visit PG Cell to pass their grievances orally.
A Category
Customers may forward their grievances to VIPs, MPs, MLAs, State & Central
Ministers, DOT PG Cell, BSNL PG Cell, Cabinet secretariat, The President of
India etc which will be redirected to Circle PG Cell for redressal. Grievances
of this type are categorized as A category and are of high importance and
time bound and for these grievances a detailed reply explaining all points
raised in the original grievance is to be forwarded to the source from which
the grievance is received at Circle Office. This report should be seen and
approved by CGMT. The probable duration with in which these grievances are
to be cleared is normally fixed by the grievance forwarding authority and in the
absence of any such instruction it will be taken as 10 working days.
B Category
Customers directly representing to Circle CGMT or PG Cell by written letters
comes under this category. The mode of receipt may be fax, post, e-mail or
the customers can personally bring their written grievances to the Grievance
Cell. These cases are to be acknowledged immediately after registration.
C Category.
Grievance from Customers addressed to SSA heads or SSA PG Cell will
come under this category. Registration, Disposal & Monitoring of these type of
grievances are to be held at SSA level and Circle PG Cell may not be aware
of the current position of booked & pending cases. However all SSAs have to
furnish a detailed monthly report in the approved Performa regarding number
of cases registered and disposed under this category by different type of


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grievance vice. The monthly report furnished from Circle PG Cell to BSNL HQ
will include A, B & C category grievances
M Category
FAX messages are received frequently from the O/o MOC with a reference
MOC diary number regarding grievances of customers who have faxed their
grievance to MOC. The information from MOC will not contain any written
documents but only a list with the essential particulars such as tel no, Name,
Nature of Grievance, & Place. No detailed report is required for these cases
and only a weekly report regarding the date of disposal is to be sent to O/o
MOC. These cases are refereed as S Category.
Others
Any other type not coming under any of the above mentioned categories.




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                   GSM BILLING AND CMTS ACCOUNTING


Cellular Service provisioning

                                LEARNING GOALS

 After reading this section, you will be conversant with:

     GSM Architecture
     Billing and Customer Care sub-system

GSM Architecture

      As already noted, Cellular Mobile Telephone Service is set to grow at a
phenomenal pace both in India as well as around the world. BSNL provides
CMTS under the brand name CellOne, with a sub-brand ex-Cel providing pre-
paid services.                   The Cellular Phone service is provided under
GSM or Global System for Mobile communications, which is different from
CDMA or Code Division Multiple Access that is the enabling feature of BSNL's
Tarang service. GSM is a world-wide standard developed out of Europe that
ensures robust, reliable mobile telephone services.

       The GSM network architecture broadly comprises of 6 functional
blocks.              They are Mobile Station (MS), Base Station Subsystem
(BSS), Network switching system (NSS), Operation and Maintenance
Subsystem (OMS), Enhanced Services Subsystem (ESS), and Billing and
Customer Care System (B&CCS). A graphical representation of the
architecture of GSM is indicated below:




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                                             GSM Architecture


                                                     ESS                   OMS

                                BSS


       MS                             BSC                     HLR    VLR


       SIM               BTS
                                      BSC                           MSC
                                                                             NSS
        ME


                          BTS                                 EIR    AuC




   SIM Subscriber Identity Module;
   ME Mobile Equipment; BTS Base                PSTN, other          BCCS
   Transceiving Station; BSC Base                MSC s, etc
   Station Controller; HLR Home
   Location Register; VLR Visitor
   Location Register; EIR Equipment
   Identity Register; AuC
   Authentication Centre



         The delivery of CellOne services in BSNL is being effected through the
territorial Circles. A distinct functional unit for CellOne services functions
under each territorial Chief General Manager. The CMTS license is operative
on a Circle basis, and BSNL competes with [typically] three other service
providers for the cellular telephone market in each territorial Circle.


                                            CellOne Billing Zones
   North          Chandigarh                Himachal Pradesh, Punjab, Uttar Pradesh East
                                            and West, Rajasthan, Uttaranchal, Haryana,
                                            Jammu & Kashmir
    East              Kolkata               West Bengal, Bihar, Orissa, Jharkhand,
                                            Andaman & Nicobar Islands, North East, Assam

   West                Pune                 Gujarat, Maharashtra, Madhya Pradesh,
                                            Chattisgarh
   South         Hyderabad/                 Andhra Pradesh, Karnataka, Kerala, Tamil Nadu
                Tiruchirappalli


       For operational convenience, CellOne is divided into four billing zones,
one for each region of the country. Much of the customer information is stored
and manipulated from these centres, and a large part of the billing capability


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and functionality are vested in these four centres. The Billing and Customer
Care Subsystem [BCCS] of BSNL has been sourced from CSG Systems, and
is referred to as the Kenan BP/OM or Arbor. This is a powerful platform for
billing and customer care, and can be configured to suit organisational and
customer needs.


                         Billing and Customer Care Subsystem

 The Billing and Customer Care Subsystem is at the heart of the CellOne services.
 A graphical representation would look like this:



                                             Kenan/BP


                                                     Order information


       CSR
                                            Kenan/OM
      (client)

                                        Prov cmd               Confirmation



                                       Mediation System


                                        Prov cmd               Confirmation




                                   Network Elements



         The gist of commercial and billing [accounts] procedures is indicated
below:

       Commercial procedures would involve acquisition of customers, their
registration, handling of address audit/ verification, and activation with suitable
service provisioning.

Registration

       Registration of customers is effected through a prescribed order form
duly filled in and signed by the customer. The order form contains the
following details:




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      -    Customer name
      -    Billing address
      -    Tariff plan
      -    Deposit / Payment information
      -    Demographic information as prescribed
      -    Optional services opted for i.e. STD, ISD, Roaming etc.
      -    Whether an Individual/Corporate/Government (Central/state) etc.
      -    Purpose of use (Business / Personal)
      -    Handset information
      -    Income Tax Permanent Account Number
      -    Details of existing services of BSNL, being availed of.
      -    Photograph of the applicant
      -    Particulars of the introducer/local reference.

Procedure for Registration by CSR/Channel Partners

         The order form is accepted only at CSRs / designated outlets located
          in the SSA, where the prospective customer wants to get the
          connection registered.
         The prospective customer‟s order for prepaid/postpaid can be
          classified as under:
          a.   Already a BSNL customer and has produced the latest bill with
               proof of payment, and has no outstanding dues.
          b.   Credentials need to be established through authentic central
               and state government identity documents like PAN, ration card,
               driving license, passport etc.
         The outlet issues receipt acknowledging the order and hands over the
          SIM
         Where the credentials are beyond doubt, the activation request
          maybe accepted at Higher Level CSR terminals from a designated
          mobile phone whose CLIP authenticates the source of request.
         Where address audit / verification with basic service Commercial /
          TRA unit is involved, this is to be done expeditiously by the outlet and
          confirmation obtained within 24 hrs.
         The order forms duly recommended by the dealer regarding the
          credentials of the customer shall reach the designated CSR terminal
          for activation on daily basis.
         The payments collected by dealers shall be remitted to the CSR ion a
          daily basis. All collections received by dealers during the day shall be



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        deposited with CSR latest by 12.00 Hrs. next morning, who in turn
        shall remit all collections of the center including receipts from Dealers
        to AO (Cash) on the same day.
       Reconciliation of connections activated and payments collected shall
        in no case be delayed beyond 24 hours and will be done by Higher
        Level CSR who will send a weekly report to AO (CMTS) AO (CMTS)
        shall carry out a test check on monthly basis and submit a report to
        the IFA / G.M (CMTS).
       An acknowledgement for registration of the connection shall be
        issued in the first bill through a message to this effect and the
        payment of the first bill is considered as the acknowledgement for
        receipt. A registration confirmation will be sent through SMS after
        activation.
       All activations must take place within the same day of receipt of
        Cheque / DD / Cash at any of the CSRs.

Verification

       Customers who are already BSNL customers and require a mobile
        connection and have established their identity and credibility through
        a copy of the payment receipt of latest bill can be activated forthwith
        giving a credit limit equivalent to security deposit amount (or as fixed
        by BSNL from time to time). However, address audit and paying
        habit verification with TRA/Commercial Wing needs to be got done in
        a time frame of not more than 24 hours and services as asked for can
        further be provided. The credit earlier limited to the security deposit
        amount (or as fixed by BSNL from time to time) may be updated after
        this verification.
       In other cases a process of post-verification of customers is
        necessary. This service can be outsourced in addition to internal
        efforts by way of verification of fixed line details, credit card, PAN
        card, etc. Address verification and credit worthiness can be got done
        by agencies with prior experience in the area. Such agencies must
        submit the verification report within 24 hours from the time of
        assignment.
       The system shall permanently store the information about the official
        and the dealer/agent who screens and passes the customer details
        verification.

Security Deposit: Appropriate Security Deposits (for optional facilities like
STD/ISD/National/International Roaming and Other services) may be required
from time to time in accordance with corporate office orders. These shall be
collected to minimize losses on account of defaults in payments. Appropriate
accounts of the Security Deposits thus collected shall be maintained on a
monthly ledger basis in the same manner and details as for fixed line
deposits, so as to depict BSNL‟s liability on this account.



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Credit Limits

       Post address verification Credit limit of a customer may be fixed
        as given in the table below or as prescribed from time to time,
        for the period, till the report of the credit rating agency is
        received. This limit is restricted to the credit limit opted for by
        the customer. This could be [1 x SD for individuals, 3 x SD for
        business customers, and 4 x SD for corporates]
       However this credit limit shall be altered, on a written request
        from the customer and after verification of past payment habits,
        credentials based on the customer profile and recommendations
        on the credit limit given by the Credit Rating Agency. This limit
        is restricted to the credit limit opted for by the customer.
       The system shall be so configured so as to maintain full details
        of approval of Credit limits higher than that recommended above
        including the particulars of the system operator – login. GM
        (CMTS) shall accord the approval for such enhancement of
        credit limits in consultation with IFA to GM (CMTS).

Mode of payment of Registration Amount: Payment may be accepted by
cash/cheque (local clearance only)/DDs/Credit card/Debit cards at both
the company’s and dealer’s outlet. In case of cheque payment credit
limit will be equal to security deposit or Rs.1,000/- whichever is lower. In
case of cheque bounces the following steps are to be adopted by the
concerned CSR who receives the information from AO (Cash).
   a.   SMS message is to be sent to the defaulter within 24 hours asking
        him to make cash/DD payment within next 48 hours.
   b.   Only cash or DD shall be accepted for this payment from the
        customer.
   c.   Services of the defaulting customer shall be disconnected if payment
        is not received within the prescribed time.
   d.   The repayment shall be made only at the same SSA where customer
        had originally paid the cheque.
   e.   In cases where the bounced cheques were received from
        dealer/distributor, the onus of loss, if any, shall lie with the channel
        partner.
            Applications received at various customer service centers
             and dealers shall be sent to the Higher Level CSR, wherein
             the functions of provisioning, billing and accounting would
             converge with reference to all such customer service center
             and dealers falling in heir jurisdiction.
            All commercial records are uniquely to be identified by a
             customer code which is also assigned by the billing system for
             each of the post paid customers. This shall be kept at SSA HQs
             under the custody of a Gazetted Officer at least of Group „B‟.


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              Electronic copy of the same may also be stored for any future
              references.


             If the customer service center is located in the same city the
              order forms shall be delivered twice a day at an identified time,
              irrespective of the volumes. For outstations cases the order
              form shall be delivered atleast on a daily basis. The order forms
              along with the documents can also be faxed by basic level CSR
              of the concerned area so that the higher level CSR can
              complete the activation.

After receiving the forms, the following activities are executed:

             Application scrutiny
             Address verification
             Customer credit worthiness
             Fixation and alteration of credit limit

       Validating and acceptance of the data and information in the system
has to be carried out by an official at least of Group B.

       In due course it is envisaged that terminals will be provided at various
customer service centers and even at dealers‟ premises for feeding in the
information. However accepting the information into the system will be the
responsibility of the officer concerned at Higher Level CSRs. Provisioning
would be done after the original order form of prospective customers are
received along with the requisite documents for registrations at the Higher
level CSR. For registration by Basic Level CSRs the provisioning will also be
done on receipt of documents by fax (to be followed with original). Help of
Courier service etc. can be availed for quicker delivery to ensure timely
provisioning. The Basic level CSR will send documents by fax to be followed
with original, duly signed and authenticated. The cases where activation is
done based on fax messages, the original documents have to reach the
Higher Level CSR within 48 hours. This will be the responsibility of the
Originating CSR. However, if the documents are not received, within the
stipulated time frame, the Higher Level CSR must immediately follow up with
Basic Level CSR and take further necessary action.

      The higher-level CSR will ensure that the gap between activation of a
connection and address audit / credit verification does not exceed 48 Hrs and
keep a record of the fact. GM (CMTS) or any officer so designated by him
may carry out a periodical check and take follow up action.

      In cases where the address verification report and Credit Rating Report
is not affirmative the connection should be closed with approval of GM
(CMTS).

Billing and Collection


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      The periodicity of billing shall be monthly. Interim bill / hot bills may
       be raised by Accounts Officer based on need basis either suo motu
       or on customer request.
      Bills shall be generated dated 1st of each month taking the CDRs
       (Call Detail Records) up to 2400 Hrs on the last date of the previous
       calendar month.
      The bills will be generated at the Zonal BCCS and will be printed at
       TRA of SSA concerned. The bills may also be alternatively printed at
       the level of Circle, if so decided by the circle concerned.
      The Accounts Officer (TR) will check the bills printed on a sample
       basis. After checking, the bills shall be dispatched. The maximum
       time between bill printing and dispatch shall be 48 Hrs.
      SMS message shall be sent to all customers informing them of bill
       dispatch and amount of the Bill Due date for payments will be 15th of
       the same month.             The same will be done by the AO concerned
       responsible for bill printing and dispatch.
      Second SMS shall be sent on 18th day of the month, in the form of a
       reminder to the customers whose payments have not been received
       till that date.

Charging of Rent

      Charges for airtime and facilities like roaming, CLIP and any other
       value added services should be billed in arrears, or as per the policy
       of BSNL decided upon from time to time.
      Rental charges shall be billed in advance for the period of one billing
       cycle, i.e. one month. However rental charges from the date of
       provisioning to the last day of the previous month has to be necessity
       charged in arrears.

Incentive / Surcharge on payments

      To encourage early payments, healthy payment habits and to ensure
       effective revenue realization mechanism, the customer may be given
       an early payment incentive as per the policy of BSNL, to be decided
       upon from time to time.
      In case of payments after 15th i.e. the due date, a surcharge at
       prescribed percentage of billed amount can be levied.
      Customer can also make part payment. In case of part payments the
       surcharge will be levied on the balance amount.
      No incentive will be due on part payments.
      Incentive / Surcharge will be included in the next bill.




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       The bills shall accordingly present all relevant details of charges (i.e.
        normal, discounted and with surcharge) together with concerned
        dates.




Bill format

       There will be one bill format for the entire country.
       The bill will carry information with reference to monthly fixed charges,
        usage charges, discounts and incentives if any, misc. charges,
        pending payments, and taxes and levies if any. Breakup of the net
        amount claimed must be disclosed on the bill.
       Bills will carry bar code, the format of which will be the same as the
        format that has been used for the fixed services.
       The bill format will also have a specific area for advertising and
        marketing schemes such as reward schemes to encourage customer
        loyalty to BSNL.

Collection Process

The following modes of payments are provided for:

Cash Payments

       At Collection centers of BSNL presently in operation during the
        normal working hours
       Through authorized nationalized / private banks till the due date of
        payments as and when authorized.
       Post Offices till the due date of payments (Annexure VI)

Cheque Payments

       Cheque depositing machines shall be encouraged on a large scale,
        as a convenient service for payment facility round the clock.
       Banks: Nationalized and private banks.
        o     Banks shall receive payments and remit the same in a similar
              manner as per prevailing practice in case of fixed line services.
              However, the vouchers and statements shall be remitted in a
              pre-determined format--acceptable to the billing system in a soft
              copy.
        o     In such locations where the available banker is not in a position
              to give the data in required format, manual lists carrying all
              details already specified for fixed line telephones shall
              accompany vouchers to be remitted to BSNL.


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        o    Wherever the banks included in the collection scheme have
             corporate account of BSNL, the money shall be credited to
             BSNL through the account in other cases the daily collections
             shall be remitted by way of a bankers' cheque on a daily basis.
       Drop boxes for cheque payments shall be encouraged at various
        locations like the ATMs of banks, Railway Stations, customer service
        centers, Telephone exchanges, BSNL Mobile dealers, STD PCOs
        and other secure places. There shall be separate drop boxes
        preferably with different colors to segregate the bills of basic and
        mobile services.
       Bill collection through dealers: The dealer arranges drop boxes for
        cheque collection and they shall forward cheques on daily basis
        along with a signed list to AO (Cash), BSNL. In case of receipts of
        payments by cheque on common counters for PSTN and mobile
        services, separate cheques will have to be drawn for the time being.
        This may however be changed after such integration of two
        databases.
       Payment through Post Offices: The payments can be accepted
        through Designated Post Offices up to the due date.
       Payment through Internet: Payment of bills through Internet shall
        also be accepted in the same manner as has already been
        introduced for fixed line.
       Payment through debit and credit cards: Payments shall also be
        accepted through credit cards. The customers shall be given the
        options for direct debiting of bills to the credit cards after giving a
        mandate to this effect.
       Payment by post: Cheque payments through post shall also be
        accepted Customer may send such cheques to AO (Cash) of the
        concerned of the SSA, who in turn remits the same to bank and
        sends a statement to AO (CMTS) / CSR designated for updating
        customer database i.e. data entry of paid vouchers.
       Payment at ATMs: Payments shall also be accepted at ATMs of
        certain banks, with whom an agreement to this effect shall be entered
        into by BSNL.
       Payment through ECS: Payments through ECS shall be accepted
        wherever the facility is available with the banks.
All activities of disconnection and restoration shall be carried out from the
same terminal of Higher Lever CSR, which is enabled for activation.

Payment updation in customer's record

       AO (Cash) of the SSA shall accept payments from customers at
        various designated points / centers under his control, and mobile
        collections list from other collection channels, and account for the
        same on daily basis in the collection cash / bank book. AO (Cash)


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          will send on daily basis a list of mobile services collections to Higher
          Level CSRs and AO (CMTS) for validation and updation of customer
          records respectively.
         AO (TR) / CSR shall ensure payment updation in customer's record,
          on daily basis on receipts of such lists from AO (Cash)
         AO (Cash) will send a daily Cheque Dishonour Statement to the
          Higher Level CSR who in turn will send the intimation to the Lower
          level CSR. The same information shall also be sent to AO CMTS.
          The CSR / AO (CMTS) shall accordingly modify/update the payment
          particulars in the system (Annexure 7)

Accounts and records of revenue

Books of account

1.       The CMTS unit should maintain the following records, which are
         compulsory to meet the requirement of Section 209 of Companies Act
         1956.
         1)   Operational Cash Book
         2)   Operational Bank Book
         3)   Collection Cash Book
         4)   Collection Bank Book
         5)   Journal Vouchers
         6)   Trial Balance
         7)   General Ledger
         8)   Purchase Journal
         9)   Sales Ledger
         10) Asset Register
         11) WIP Register
         12) Subsidiary Ledgers for
                  Sundry Debtors
                  Sundry Creditors
                  Accounts Payable
                  Accounts Receivable
                  Assets and Liabilities
                  Stores
2.       Being a NEW unit, there should not be any problem in building up the
         basic records and maintaining them to the satisfaction of Company Act
         1956. Each CMTS Circle will prepare a Balance Sheet, Profit & Loss



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     Account and     other financial    statements   including   Cash    Flow
     Statements.
3.   The Fixed asset Register with the following information and in the
     format already prescribed for Basic Services should be maintained
     Component wise and presented to Audit as and when demanded.


         Classification of asset
         Location of asset
         Quantity ( Number of Units)
         Original Cost as well as addition/deletion/adjustments for
          revaluation etc.
         Date of Installation/Commissioning
         Life of the Asset
         Rate of depreciation
         Depreciation for the year and accumulated depreciation
4.   The Works-In-Progress Register should contain all meaningful
     information required for building up Fixed assets register when the
     work is completed. Effective steps to be taken to keep minimum
     balance under Work-In-progress
5.    The Sundry Debtors Account should be kept up to date and all the
     figures shown therein tallied with Sub-Ledger account. The debit
     balance under this head should match with the outstanding figures
     shown in Sub-ledger. The debit balance under Service Tax recoverable
     should tally with Service Tax payable.
6.   The remittance of collection account as well as transfer of funds from
     bank account to nodal branch should be prompt and there should not
     be any delay. The Bank reconciliation for both Operation and Collection
     Account should be regular and all the un-cleared items reconciled
     within a reasonable time.
7.   Complete details of Current Assets and Liabilities including TDS should
     be available with minimum balances. Pre-paid expenses and claims
     payable and recoverable accounts maintained properly. The accrued
     income should be calculated and presented clearly during inspection.
     Schedules should be prepared duly tallied with all the figures shown in
     Current Assets and Current Liabilities. Wherever required the Liabilities
     are created for known expenditures by debiting expenditure head and
     crediting liabilities head.
8.   The R.Rs for Loans and advances maintained with up to date posting
     and necessary schedules prepared at the year end for the balances
     outstanding.




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9.    At the closure of accounts, all provisions should be created by debiting
      the expenses head and crediting provisions. The calculation for this
      should be made available while sending trial balances.
10.   Full details of prior period income and expenditure should be kept on
      record for verification.
11.   The Income account should be clearly bifurcated to PRE-PAID and
      POST–PAID and all the revenue classified correctly. The Roaming
      charges also to be accounted against Claims Payable and Receivable
      under “Intra-BSNL Accounts”.
12.   Since there is no depreciation for LAND component, no account code
      is allotted either under depreciation or accumulated depreciation to
      avoid any booking wrongly. The allotment of other account codes for
      depreciation is adjusted suitably to keep uniform numbering with fixed
      assets.
13.   The CMTS units should not operate the account codes under 4230000
      which are meant for transactions between corporate office and Circle
      Office. The CMTS units will operate only the account codes mentioned
      in 4240000.
14.   In view of the proposed Segmental reporting as per Accounting
      Standard 17, it is necessary for the CMTS units to maintain Cost
      Sheets for Sharing of Infrastructure and other functions with Basic
      Services of BSNL. The formats for this purpose will be circulated to all
      units as and when the “Working Group for Accounting Separation”
      finalize the formats and procedure.
15.   The maintenance of SIM cards and Re-chargeable coupon accounts
      are very important at CMTS units. Every care should be taken to
      prepare the numerical account neatly and present it to audit and other
      purposes. SIM cards should not be included in the Inventory Account
      since they are not capital nature
16.   The Payable Journals of Staff payments like “Salary Payable”, Bills
      Payable”, Bonus Payable”, and Wages Payable” should be maintained
      properly and necessary schedules prepared at the year end duly tallied
      with General Ledger.
17.   The CMTS Circle will take over all the income and expenditure booked
      by basic services units before closing the accounts and preparation of
      Final Accounts.
18.   All foreign exchange adjustments should be clearly maintained in
      accordance with rules and regulations under FEMA.
19.   The settlement accounts with other Cellular operators, Basic Services
      of BSNL and Intra-BSNL account should be maintained with complete
      details. All Cash settlement with others should be supported by
      vouchers with full particulars.




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21.   Registration of Income Tax, Service Tax and Sales Tax should be
      done. Remittance of the amount collected and filing of returns
      periodically on due dates.

Settlement with SSAs/Circle offices other service providers




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                             CIRCULAR NO – 25

Sub: Accounting procedure for Interconnect Usage Charges (IUC)
Ref: This Office Circular NO. 21 dated 14-07-2003
1.    Kindly refer to this office circular No 21 wherein the accounting
      procedure for IUC along with additional account codes were
      communicated. With a view to comply Accounting Standard 17 issued
      by the Institute of Chartered Accountants of India, the Segmental report
      has to be prepared as accurately as possible and hence it becomes
      necessary to account the Interconnect usage between Basic and
      CMTS within the BSNL accounts.

2.    IUC charges will be accounted on Accrual basis.

3.    The following accounting entries will be passed by the concerned
      Services (Basic & CMTS) on proforma account basis. This is to be say
      that no physical cash transactions will take place at both services units.
      The concerned unit will maintain the account in the books and transfer
      them to the relevant service units periodically for incorporation in their
      Trial Balances through Journal Vouchers.

      A)    For Calls emanated from CMTS and terminated at Basic
            Services

            The details of calls received from CMTS will be received from the
            In-charge of the Point of Interconnection in the exchange and
            entered in a separate register maintained for this purpose by the
            TRA unit. Once in a month, the TRA unit shall consolidate the
            postings and prepare a Journal Voucher as shown below for
            incorporation in the Trial balance as per the applicable tariff.

            1130908 – Claims Recoverable from CMTS for IUC A/C Dr
               TO 1311500 - Receipts from CMTS on IUC

           The copy of the above JV, in duplicate, along with details of IUC
           will be forwarded to CMTS unit who will prepare the below
           mentioned JV and incorporate in their Trial balance. Once copy of
           the JV received from the Basic Service units will be retained as
           office copy and the other one will be returned to the concerned
           SSA duly certifying that the same has been incorporated in the
           accounts. It will be the responsibility of the Basic services units to
           see that the copy of the JV sent by them is returned duly certified
           by the “Accounts Officer” of the CMTS unit who is responsible for
           preparation of CMTS Trial Balance.

           4713210 – Expenditure on Intra BSNL Account  A/c             Dr
               TO 4192808 Claims Payable to Basic for IUC



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      B)   For Calls emanated from Basic Services and terminated at
           CMTS

            The details of calls received from Basic to CMTS will be collected
            from CDR Data of the billing system of CMTS and entered in a
            separate register maintained for this purpose for verification at a
            later date. Once in a month, the CMTS billing unit of the
            respective Circle shall consolidate the postings SSA wise and
            prepare a Journal Voucher as shown below for incorporation in
            the CMTS Trial balance.
           4130911 – Claims Recoverable from Basic for IUC A/C Dr
                          TO 4310306 - Receipts from Basic on IUC

           As done by Basic Service Units, the copy of the above JV, in
           duplicate, along with details of IUC will be forwarded to Basic
           Service unit who will prepare the below mentioned JV and
           incorporate in their Trial balance. The Basic Service Accounts
           Officer will retain one copy as office copy and the other one will be
           returned to the concerned CMTS unit duly certifying that the same
           has been incorporated in the accounts of Basic Service. It will be
           the responsibility of the CMTS unit to see that the copy of the JV
           sent by them to Basic service units is returned duly certified by the
           “Accounts Officer” of the Basic Services unit who is responsible for
           preparation of Trial Balance.

           1743003 – Expenditure on Intra BSNL Account A/c                Dr
               TO 1192806 Claims Payable to CMTS for IUC

5.    The Corporate Accounts Section at Circle HQ shall ensure that the
      payable and receivable account of both becomes ZERO every month.
6.    Since the IUC adjustments Intra-BSNL transactions and these calls are
      actually billed to the customers through regular bills and service tax
      collected, there will be NO impact on Service Tax accounting and No
      service tax will be charged for Intra-BSNL IUC.
7.    These orders shall come into force with effect from 01-04-2004
                 (BSNL HQ No. NO. 600-22/2002-03/CA Dated 19-05-2004)

CMTS Accounting Entries

In SSAs

For transfer of official from SSA/PAU to CMTS unit with outstanding
balance of advance paid from BSNL Funds.

Example: - TA advance on Transfer, Leave salary advance,




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JS
        Debit 122 01 XX
        Credit 118 02 04       TA advance on transfer
        Credit 118 02 02       Leave salary advance

For transfer of official from CMTS to SSA/PAU with outstanding balance
of advance paid from BSNL Funds

Example: - TA advance on Transfer, Leave salary advance,

JS
        Debit 118 02 04        TA advance on transfer
        Debit     118 02 02 Leave salary advance
        Credit 122 01 XX

Whenever cash or cheques are received for CMTS transactions (Prepaid A/C,
CMTS Deposits, Post Paid Bills), they should be entered in the receipt side of
the Cash Book (collection) /Bank Book (collection) as follows:-

                                 RECEIPTS
  DATE          From whom received  Amount                  Head of account
                                                      C.P. to CMTS
                Collection relating to      Xxxx      1192801 Pre-Paid A/C
                CMTS Unit                   Xxxx      1192802 CMTS Deposits
                                            Xxxx      1192803 Post-Paid A/C
                                            Xxxx      1192804 Surcharge
                                            Xxxx      1192805 Service Tax

When the cheque is dishonoured, the entry in the payment side of the Bank
Book (Collection) is, as follows:-

                                         PAYMENTS
     Date           To whom paid             Amount         Head of account
                                                      C.P. to CMTS
                Cheque dishonoured in Xxxx            1192803 Post-Paid A/C
                r/o Collection relating Xxxx          1192804 Surcharge
                to CMTS                 Xxxx          1192805 Service Tax

When the payment for the dishonoured cheque is received by cash, the entry
in the receipt side of the Cash Book (Collection) is as follows:-



                                         RECEIPTS


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DATE            From whom received             Amount           Head of account
                                                          C.P. to CMTS
                Collection relating to       Xxxx         1192803 Post-Paid A/C
                CMTS Unit                    Xxxx         1192804 Surcharge
                                             Xxxx         1192805 Service Tax

Whenever Payments are made for CMTS transactions, they should be
entered in the Payment side of the Cash Book/ (Operation) /Bank Book
(Operation) as follows:-

                                         PAYMENTS
  DATE              To whom paid             Amount            Head of account
                                                          C.R. from CMTS
                Payments relating to         Xxxx         1130901 for Postage of
                CMTS Unit                    Xxxx         Post paid bills
                                             Xxxx         1130902 for Refunds
                                                          1130903 for Contingent
                                                          Expenditure


For all the above items of receipts & Expenditure, (credit/debit) Schedule has
to be prepared by SSA & sent to CMTS Unit at Trivandrum for proper
accounting against final head.

Accounting at CMTS Unit

On receipt of above credit Schedule from SSA, the following JS is accounted

       Debit            4130906/4130907/4130908/4130909/4130910
       Credit           4310122          Activation fee
       Credit           4310126          Recharge Card
       Credit           4110100          Sundry Debtors-CMTS
       Credit           4191203          ISD Deposit
       Credit           4191204          STD Deposit
       Credit           4191501          Security Deposit from Subscribers
       Credit           4191202          Basic GSM Deposits
       Credit           4110901          Service Tax Recoverable
       Credit           4110902          Education Cess Recoverable




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On receipt of above Debit Schedule from SSA, the following JS is accounted

       Debit            4711200    Stationery
       Debit            4711000    Conveyance Charges
       Debit            4711100    Printing
       Debit            4711800    General Expenses
       Debit            4712100    Meetings
       Debit            4710901    Travel Expenses-Inland
       Debit            4712801    Advertisement & Publicity
       Debit            4711300    Postal Expenses
       Credit           4192801/4192802/4192803

PREPAID SIM CARDS/Recharge Card

When the SIM cards/Recharge Card are sold on cash/cheque, the entry in the
receipt side of the Cash Book (Collection)/Bank Book Collection of CMTS

                                   RECEIPTS
DATE            From whom received Amount                Head of account
                SIM cards sold        Xxxx           4310122 Activation fee
                Recharge card sold    Xxxx           4310126 Recharge Card
                                      xxxx           4192301     Service    tax
                                      xxxx           payable
                                                     4192302 Education Cess

For Commission for Distributors (JS)

       Debit    4712204      Commission for Distributors
       Credit 4310122        Activation fee

JS for Free talk time

       Debit    4712809      Expenditure on Free Talk Time
       Credit   4310109      Air time – Free Talk Time

When the Service Tax is paid to Central Excise Department

Classification in the payment side of Bank Book (Operation) (CMTS)



                                   PAYMENTS
    Date        To whom paid           Amount              Head of account


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                Service Tax /Education Xxxx           4192301
                Cess remitted to       xxxx           4192302
                central excise

POST-PAID SIM CARDS

When the registration along with Deposit is received directly at CMTS
units from Customer Care Centres.

Entry in the receipt side of Cash Book (collection)/Bank Book (Collection)

                                    RECEIPTS
   DATE         From whom received Amount                 Head of account
                Registration along with Xxxx          4191201 Registration
                deposits received                     Deposits
                                                      4191202 Basic GSM
                                                      Deposit
                                                      4191203 ISD Deposits
                                                      4191204 STD Deposits
                                                      4310222 Activation fee

At the time of Issue of Cellular Bills

       Debit    4110100      Sundry Debtors – CMTS
       Debit    4110901      Service Tax Recoverable
       Debit    4110902      Education Cess Recoverable
       Credit 4192300        Service Tax payable
       Credit 4192302        Education Cess Payable
       Credit 4310202        Air Time - Outgoing Calls
       Credit 4310207        Air Time - Incoming Calls
       Credit 4310224        Rent
       Credit 4310225        Messaging charges
       Credit 4310226        Value Added Service

When the Surcharge is due and recoverable

       Debit    4110200 Sundry Debtors-Surcharge
       Credit   4310400 Surcharge on delayed payment
When the payment is received at CMTS unit after adjusting Incentive,
Commission,

It should be entered in the receipt side of the Cash Book (collection) /Bank
Book (collection) as follows:-



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                                   RECEIPTS
     DATE       From whom received Amount                Head of account
                Payment of post paid  Xxxx           4110100 Sundry Debtors
                bill received         Xxxx           4110200 Surcharge
                                      xxxx           4110901 Service Tax
                                      xxxx           4110902 Education Cess

For incentive, commission, (JS)

       Debit    4712203    Commission for Dealers
       Debit    4712201    Incentive for early payment of bills
       Credit   4110100    Sundry Debtors – CMTS

For transfer of official from CMTS TO SSA/PAU with outstanding balance
of advance paid from BSNL Funds

Example: - TA advance on Transfer, Leave salary advance

JS
       Debit 421 01 99     Basic Services (Same Circle)
       Credit 418 02 04    TA advance on transfer
       Credit       418 02 02     Leave salary advance

For transfer of official from SSA/PAU to CMTS unit with outstanding
balance of advance paid from BSNL Funds.

Example: - TA advance on Transfer, Leave salary advance

JS
       Debit 418 02 04     TA advance on transfer
       Debit 418 02 02     Leave salary advance
       Credit 421 01 99    Basic Services (Same Circle)




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                                     CIRCULAR NO. 34

Sub:   Accounting of International roaming charges

             The following accounting procedure shall be followed to account for the
       revenue and expenditure in respect of international roaming facility provided
       by BSNL to its subscribers and subscribers of foreign operators/service
       providers, using the platform of M/s. Spice Communication Private Limited
       (hereinafter called 'Spice - Punjab')

             I.     INCOME in respect of „TAP OUT‟ file i.e. subscribers of foreign
                    operators/service provider using BSNL network for international
                    roaming.

                    (a)   The gross international inroaming revenue generated by
                          Inroamers (subscribers of foreign Operators) on BSNL‟s
                          network will be booked as income of BSNL under Post-Paid
                          Account of 431 Schedule under CMTS segment. A new
                          Accode 4310227 – „International inroaming revenue from
                          Inroamers (for use of BSNL‟s Network by subscribers of
                          International Operators) ‟ is allotted for booking such
                          revenue.

             II.    EXPENDITURE in respect of „TAP OUT‟ file i.e. subscribers of
                    foreign operators/service providers using BSNL network for
                    international roaming.

                    (a) A certain percentage of gross international inroaming
                        revenue as mentioned in Para I (a) above is to be paid to
                        M/s. Spice - Punjab as per agreement. Such sharing of
                        international inroaming revenue by other operators shall be
                        treated as expenditure and shall be booked to a newly
                        allotted Accode 4713211 – „Share of International inroaming
                        revenue paid to Foreign/Indian operators‟.      This accode
                        may also be utilized for charges (in the form of sharing of
                        revenue) if paid to foreign operators with whom BSNL has
                        direct agreement for international roaming.
                    (b) Direct expense (such as charges for processing of TAP files,
                        fixed monthly charges, financial settlement service charges,
                        international SMS interworking etc.) may be treated as
                        expenditure on CMTS and shall be booked under a new
                        accode 4713214 – „Direct Misc. expense on account of
                        international roaming (both in roaming & out roaming)‟.

             III.   INCOME in respect of „TAP IN‟ files i.e. BSNL subscribers using
                    Foreign Operator‟s network for international roaming.

                    (a)   The outbound roaming charges recoverable from BSNL
                          subscribers for usage of international roaming shall be


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                 booked to a newly allotted Accode namely 4310228 –
                 „Outbound Roaming Charges for usage of International
                 Roaming by BSNL Subscribers‟

           (b)   The Surcharge i.e. „outbound roaming mark up‟ is to be
                 recovered from BSNL Subscribers. Such surcharge i.e.
                 outbound roaming mark up shall be booked to a new Accode
                 namely 4310229 – „Surcharge (Outbound roaming mark up)
                 from BSNL Subscribers for usage of international roaming‟.

     IV.   EXPENDITURE in respect of „TAP IN‟ files i.e. BSNL subscribers
           using Foreign Operator‟s network for international roaming
           a)    International roaming charges for usage of International
                 roaming by the subscribers of BSNL which is to be paid to
                 Foreign Operators / Indian Agents, shall be booked to a new
                 Accode 4713212 – „Outbound Roaming charges for usage of
                 International roaming by BSNL Subscribers (payable / paid
                 to Foreign / Indian operators)‟.
           b)    A certain percentage of Surcharge (outbound roaming mark
                 up), which is to be paid to M/s. Spice, may be booked to a
                 new accode 4713213 – „Share of Surcharge i.e. outbound
                 roaming mark up payable/paid to other operators‟.
           c)    Direct expenses may be booked under accode 4713214 as
                 explained in Para II (b).
     V.    Accodes for recoverable/Sundry debtors, payable & late payment
           interest

           (a)   Late payment interest
                  The 'late payment interest recovered from other Operators
                 for International roaming (both inroaming & outroaming)‟
                 shall be booked under the existing Accode 4310400 -
                 Surcharge on delayed payments.
                 A new accode 4713215 – Late payment interest – to other
                 Operators for international roaming (both inroaming and
                 outroaming) is allotted for booking late payment interest
                 payable by BSNL to other operators.
           (b)   Payable heads
                 A new accode 4191810 – „Claims payable to other operators
                 for international roaming‟ is allotted to create liability. This
                 head may be utilized for creating liability for 15% share of
                 inroaming revenue, outbound roaming charges, share of
                 outbound roaming mark up, late payment interest & direct
                 expenses.
           (c)   Recoverable heads



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             A new accode 4111100 – „International in-roaming revenue
             may be allotted for booking in roaming revenue.




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                             “Information Technology” For JTOs PH-II



                    (d)    Accrued Revenue
                           Accrued revenue on international roaming (both inroaming
                           and outroaming) shall be booked under head 4131005 -
                           revenue accrued on international roaming.
                    As per agreement with M/s. Spice - Punjab some of the payment
                    to be made to M/s. Spice, are in the nature of revenue sharing. So
                    the expenditure as mentioned in Para II (a), IV (a) & IV (b) may be
                    treated as payment of IUC to other operators and the same may
                    be taken care of while calculating AGR and license fee thereof.

       At present West Bengal Telecom is the nodal circle for realizing the revenue
                   and disbursing the expenditure in respect of international roaming
                   revenue. The revenue and expenditure to be accounted by West
                   Bengal Circle need not be distributed to various Circles. However
                   details of income and expenditure accounted by West Bengal
                   Circles may be intimated to the concerned Circles on proforma
                   basis for preparing the costing records as per cost accounting
                   record rules.

                          (BSNL HQ No. 500-31/2005/CA I/BSNL Dated 21st April, 2005)

Sub:    Accounting of International Roaming charges

Ref:    This office Circular No. 34

               In continuation of this office letter of even number dt. 21.4.2005 the
        following clarifications are issued:
               1. As per the existing arrangement only the Nodal Circle i.e. West
                     Bengal Telecom Circle will account for alll the revenues and
                     expenditures in respect of 'TAP OUT' file. No other Telecom
                     Circle will account for/book any revenue and expenditure in
                     respect of 'TAP OUT' file except furnishing the information / data
                     to Nodal Circle as required under the existing system.
               2     Regarding 'TAP IN' file the charges to be recovered from BSNL
                     subscribers for availing international roaming facility, shall be
                     accounted as income by respective Circles as per the existing
                     CMTS billing system. However, expenditure in respect of 'TAP
                     IN' file i.e. charges to be paid to M/s. Spice - Punjab / Foreign
                     service provider/operator, will be accounted/booked by the Nodal
                     Circle i.e. West Bengal Circle as per existing arrangement.
               3. The accrued revenue in respect of 'TAP OUT' file must be
                     accounted/booked by West Bengal Circle and regarding 'TAP IN'
                     file accrued revenue shall be accounted by respective Circles as
                     mentioned in Para 1 & 2 above. The liability towards expenditure
                     on 'TAP OUT' & 'TAP IN' files must be created by the West
                     Bengal Circle only.
                    (No. 500-31/2005/CA I/BSNL Dated at New Delhi 25th April, 2005)


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All India MIS Package

        All India MIS Package, a recently in-house developed package, is Web
based having two tier Architecture (2 Layers).Layer one encompasses
Business logic along with the input forms and the next layer includes
Database server. These two layers can be accommodated in a single
machine or on separate machines. It has 40 input forms for submitting
Management Information System data as per the new format of BSNL HQ.
The basic MIS data is keyed by SSA level users and data is stored at central
database server. Application generates MIS reports dynamically based on
SSA, Month and Year of selection. MIS report is available at the following
levels:
             Form Level Report
             Module Level Report
             SSA Level Report
             Circle Level Report
             BSNL HQ Report (Final)
The package supports for:
          Creation of new Circles and its Circle Administrators by BSNL HQ.
          Creation of new SSAs and users by the circle Administrator.
          Creation of new Module Level Users by the SSA Administrator.
          Creation of new Form Level users by the Module Level Users.
       In a single window concept, user can input the data and obtain the
respective output report. Separate input forms are available for inputting one
time data (Closing status for previous year ending) for DP, HRD, UP
(Circle/SSA Administrators are only permitted to input this data).




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             MIS FOR INTELLIGENT NETWORK SERVICES
(Software Designed and Developed by O/o CGM, IT Project Circle, BSNL,
Pune)
                              Introduction

General

MIS on IN Services is a web based software application. It is developed in
house by IT Project Circle, BSNL, Pune. Software enables to User to feed
MIS data on IN services for ITC cards (50, 100, 200, 500, 1000, 2000, and
5000) and other services (ACC, FPH, UAN, VPN, UAN, PRM, VOT) for every
month at City/SSA/Circle level and final consolidation at Corporate Office.
This has four levels (BSNL Corporate Office, Circles, SSAs and Cities) having
two types of users at each level –admin user and common user, except City
level user. The users of application will have unique username and password.
  Transaction data for different services will be maintained at city level for
each SSA on monthly basis. Startup data entry at city level will be onetime
and compulsory.

  Technology
  The IN software has (a) HTML as front end, (b) JavaScript for client
side validation, (c) PHP for server side scripting, (d) oracle-9i as database and
(e) Linux as operating system. This software application is hosted at BSNL
Intranet server located at Trivandrum.

  Hardware Requirement
Minimum requirement for user side machine is that it should have Pentium-II
or better configurations with 64 MB RAM and any jvm enabled Web browser
like Internet Explorer 5.0 and above.

 Access to Application The user can access the application through internet
on dial-
 The user will get login screen. up connection by typing URL
http://mis.bsnl.co.in/in

Users at Various Levels
The details of functional features of this application are described below. The
Users of this application are: (1) City User (2) SSA Admin (3) SSA User (4)
Head Of SSA (5) Circle Admin
(6) Circle User (7) BSNL HQ Admin and (8) BSNL HQ User

(1) City User
(a) City user can change his/her password. The user can login with the help of
username and password for two times and can access the application. But for
the third time, it is



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compulsory to change the password to access the application. After this, the
user can change the password as and when required.
(b) The startup data for all services is fed by City user (e.g. January 2004).
The City User can feed the transaction data for ITC and Other Services from
February 2004, without any month‟s gap.
(c) User can see the report of ITC and other services of its own city by
selecting type of
service, month and year. Also can view the target assigned by Circle to SSA.

(2) SSA Admin
(a) SSA Admin can add user, edit user of SSA HQ and the service date of
operation (SDO) is filled by for SSA.

(b) Startup data for all services for its cities can be filled by SSA Admin (City
user and Circle can also feed).
(c) SSA Admin can edit the data for all available services before forwarding
the report to
Circle.
(d) Can view reports of his SSA, City/SDCA for all services (ITC and other
services
separately) by selecting type of service, month and year.
(e) Can forward report of all available services only on approval from Head of
SSA to Circle for every month.
(f) Can view every month‟s target assigned by Circle Admin.
(3) Head of SSA:
        (a) The Head of SSA has all privileges of SSA Admin.
        (b) He is fully authorized to forward the transaction to Circle.

(4) SSA User
(a) SSA user can change password.
(b) Can view reports of its SSA, City/SDCA for all available services (ITC and
other services separately) by selecting type of service, month and year.
(c) Target of SSA assigned by Circle Admin can be viewed by selecting month
and year.

(5) Circle Admin
(a) Circle Admin can add user, edit user for Circle Office and can assign every
month‟s target for all services to its SSAs.
(b) Circle Admin can feed the service date of operation (SDO) and the startup
data of City for all services of its SSAs. (Even SSA Admin can feed the Start
Dates operation of his SSA.
The startup data of City can be filled by SSA Admin and City User).
(c) The transaction details for all services can be viewed by selecting its SSA
for the month.
(d) Can view reports of his/her Circle, SSAs and City/SDCA of a SSA for all
services (IT and other services separately) by selecting type of service, month
and year.
(e) Can forward the report to BSNL HQ for all services of his/her Circle for the
month.


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(f) Can view SSA wise ITC cumulative report for all SSAs of Circle.
(g) Can view every month‟s target assigned by BSNL HQ Admin.

(6) Circle User
(a) Circle user can view the reports of its Circle, all SSAs of Circle and
City/SDCA of a SSA of his/her Circle for all services (ITC and other services
separately) by selecting type of service, month and year.
(b) Can view SSA wise ITC cumulative report for all SSAs of the Circle.
(c) Can view every month‟s target assigned by BSNL HQ Admin.

(7) BSNL HQ Admin
(a) BSNL Admin can add user, edit user for BSNL HQ Office and can set
every month‟s target for all services to Circles.
(b) Can view reports of BSNL, Circles, SSAs of a Circle and City/SDCA of a
SSA of Circle for all services (ITC and other services separately) by selecting
type of service, month and year.
(c) Can view the detailed cumulative report of all Circles of BSNL for all
available services for selected month.
(d) Can view the report for individual Circle (SSAs and their Cities) of BSNL
for all the
services for selected month.
(e) Can view Circle wise ITC cumulative report for all Circles of BSNL


(8) HQ User
(a) HQ user view the reports of BSNL, Circles, SSAs of a Circle and
City/SDCA of a SSA of Circle for all available services (ITC and other services
separately) by selecting type of service, month and year.
(b) Can view detailed cumulative report of all the Circles of BSNL for all the
services for the selected month.
(c) Can view report for individual Circle (SSAs and their Cities) of BSNL for all
the services for the selected month.
(d) Can view every month‟s target assigned by BSNL HQ Admin.
(e) Can view Circle wise ITC cumulative report for all Circles of BSNL.
Login
(a) When MIS for IN application is started, the login page will appear. By
entering correct username and password, the user can access the
application.
(b) If user makes a mistake while logging in, he will be redirected to the login
page with „invalid login‟ message.
(c) It is compulsory for the user to change their individual password within two
logins for
accessing the application. Thereafter the password can be changed by the
user anytime he/she wants.

Logout
After accessing the application, the user may logout properly by pressing
Logout menu. By clicking logout, the current session closes and the user logs



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                   “Information Technology” For JTOs PH-II



out of the system. Here if the user wants to access the application, the user
has to login again.

City Level
After successful login, the city user can view the home page on which Home,
Startup,
Transaction, Reports, Help and Logout menus are seen on horizontal bar.

(I)Home Page
Change Password City user can change the password. He/She can login with
the help of valid username and password and can access the application. But
for the third time, it is compulsory to change the password to access the
application. After this, the City user can change the password as and when
required by clicking Click here to Change Password
 on home page. The user has to fill up the old password, new password and
new confirmed password. The username displayed automatically.


Start Date If the SSA Admin has not filled up the date of commencement of
any service
available in city, the user will get message to contact the SSA Admin for filling
up of the start date. The IN services are displayed in Startup or Transaction
form for those whose start dates of operation are input by SSA Admin.

Startup Data If the startup data for ITC and other Services like ACC, FPH,
UAN, etc. are not filled up, the user will get a message for filling up of the
same.


Transaction status The user will get the status of transaction data entry for
ITC and Other
Services on Home page.

(II)Startup
Clicking on Startup, the user can see ITC and Other Services as dropdown
sub-menus.

Note: If the SSA Admin does not fill up the start dates of services, the city
user will not be able to feed any data transaction either for the startup month
or for any normal transaction of month.
For example, if the user starts using the software from the month of July
onwards, the
transaction for the month of June will be filled. May will be the starting month
for the
application. The user is expected to fill up the data up to 31 st of May.

(a) Clicking on ITC, the city user sees the Startup Data entry form for ITC
service. Here he can select startup month and year which will be final for the
city and cannot be edited further. The cumulative data pertaining to


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                   “Information Technology” For JTOs PH-II



transaction of ITC service till the startup month for various types of cards (Rs.
50, 100, 200, 500, 1000, 2000, and 5000) can be entered.

(b) Clicking on Other Services, the city user sees the Startup form for other
services namely FPH, ACC, VPN, UAN, UPN, PRM and VOT. The
consolidated values of customers and revenue till the startup month for these
various types of services can be entered.

Startup data for ITC and other services cannot be edited if any of the monthly
transaction of the next month (of startup month) has been forwarded by SSA
Admin to Circle HQ.


(III) Transactions
 Clicking on transactions, the City user has to fill the monthly transaction data
for ITC and Other Services.

(a)Click on ITC, the user has to select the year and the month for which the
monthly transaction data has to be filled up for various types of ITC cards.
Figures of revenue will be in rupees and sold cards in numbers.

Note: If the City user has not submitted the transaction data for ITC cards for
the previous months, the City user has to fill up that data.

(b) Click on Other Services, the user has to select the year and the month for
which the monthly transaction data has to be filled up. The user sees the form
for transaction for other services. The first column values for Total No. of
Customers till last Month displayed automatically from the database. The user
has to enter the new customers, disconnections and the revenue of individual
service. Total no of connections of each service are calculated automatically.

In above said forms, the data should be of numeric positive integer type and
no field should be kept as blank. If the data is nil (0), then 0 (zero) is to be
entered.

Once the SSA Admin forwards the transaction data of ITC and other services
to Circle HQ, the city user cannot edit and update the submitted data for that
particular month, but can view the data.


Note: If the City user has not submitted the transaction data for other services
for the previous months, the City user has to fill up that data.


(IV) Reports
The reports for ITC and Other Services can be seen by clicking Reports on
menu.




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                   “Information Technology” For JTOs PH-II



(a) Click on ITC, the user can select ITC card types (50, 100, etc.) with the
help of control button and mouse, and then select periods from and to months
and years for which the user wants to see the report of ITC transactions. The
user can view the report of his own city in the form of Card Type (50,100,
etc.), Month, Year, Cards Sold and Revenue and can take the printout of the
same with the help of print button.

(b) Click on Other Services to view the report of services like FPH, ACC etc.
The user can select the services with the help of control button and mouse
and then select from and to periods for months and years for which the user
wants to see the report of other services transactions. The user can view the
report of his own city in the form of Service Type, Month, Year, Customer Till
last month, New Customer, Disconnections, Net Customers, Revenue and
can take the printout of the same.

(c) View Target
The Circle H/Q assigns the target for all services (ITC and Other services)
month wise in the year to all of its SSAs and the same target of SSA can be
viewed by its Cities. This means that if there is more than one city in a SSA,
these target figures are not actual distribution of target among the cities, but
the target for their whole SSA.
SSA Admin After successful login, the SSA Admin can view the home page
on which Home, Admin (Add User, Edit User), Startup (Service Date, ITC and
Other services), Edit (ITC, Other Services), Reports [ITC (1. SSA, 2.
City/SDCA), Other Services (1. SSA, 2. City/SDCA), Forwarding to Circle,
View Target], Help and Logout menus are seen on horizontal bar.

(I)Home Page
(2) Change Password: The SSA Admin can change the password. He/She
can login with the help of username and password for two times and can
access the application. But for the third time, it is compulsory to change the
password to access the application. After this, the SSA Admin can change the
password as and when required by clicking Click here to Change Password
on home page. The user has to fill up the old password, new password and
new confirmed password. The username displayed automatically.


(II)Admin
By clicking on Admin, the SSA Admin user sees the sub-menus (i) Add User
(ii) Edit User (i) Add User for SSA: On pressing Add User, the SSA Admin
can add the desired number of users in its SSA by entering Username,
Password, Officer Name, Designation, Office Name, Contact No, and Email
ID. All these entries for addition of User are mandatory. The SSA Admin also
can view the existing users if any.


(ii) Edit User: SSA Admin can edit attributes of the existing users and can
update the Officer Name, Designation, Office Name, Contact Number and
Email ID.


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                   “Information Technology” For JTOs PH-II




(III) Startup
 In case startup data entry is not made by any city user, the SSA Admin can
select the city, its startup month and year to feed startup data.

(a) Service Date: The SSA Admin sees the form in which the start dates of
operation (SDO) of various services like ACC, FPH, UAN, VPN, and ITC etc.
are seen. The SDO indicates the date on which that service has started in that
SSA. All fields are not mandatory. Only dates for the services are filled up for
which the service have already been started. The SDO for a particular service
will be onetime entry for that SSA and consequently for its Cities. It can not be
edited further.

(b) Clicking on ITC, the SSA Admin sees the Startup Data entry form for ITC
service. The SSA Admin has to select one of the city of SSA, and then has to
select month and year to feed the startup month data for that City. The City
user and Circle Admin can also feed the startup month data for the city. The
cumulative data pertaining to ITC service till the startup month for various
types of cards (Rs. 50, 100, 200, 500, 1000, 2000 and 5000) can be entered.

(c) Clicking on Other Services, the city user sees the Startup form for other
services namely FPH, ACC, VPN, UAN, UPN, PRM and VOT. The cumulative
values of customers and revenue till the startup month for these various types
of services can be entered.

Startup data for ITC and other services cannot be edited if any of the monthly
transaction has been forwarded by SSA Admin to Circle HQ.

(IV)Edit
Clicking on edit, the user will get two sub menus one for ITC and another for
Other Services.

(a) Click on ITC, the user can select the city, year and month for which the
monthly transaction data has to be edited for various types of ITC cards. In
case the city user has not filled up data for the selected month, the SSA
Admin can fill up the data. Figures of revenue will be in rupees and sold cards
in numbers.

(b) Click on Other Services, the user can select city, year and month for which
the monthly transaction data has to be edited. The user sees the form for
transaction for other services. The first column values for Total No. of
Customers till last Month displayed automatically from the database and
cannot be edited. In case the city user has not filled up data for the selected
month, the user here can fill up the data .The user has to enter the new
customers, disconnections and the revenue of individual service. Total no of
connections of each service are calculated automatically.
In above said forms, data should be of numeric positive integer type and no
field should be kept as blank



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                  “Information Technology” For JTOs PH-II



Note: Once the SSA Admin forwards the data for ITC and Other Services to
Circle HQ, the SSA Admin cannot modify and update the submitted data for
the previous period, but only can view the data.
(V) Reports
The user can observe the following in reports-- Reports of (a) ITC for SSA and
City/SDCA, (b) other Services for SSA and City/SDCA, (c) forwarding to Circle
and (d) View Target.


(a) SSA ITC cards report
Click on ITC, the SSA Admin can make the multiple selections of ITC cards
(50, 100, etc.) by pressing control button and selecting with mouse, and then
select periods from and to for months and years for which the user wants to
see the report of ITC transactions. The user can view the report of the SSA in
the form of Card Type (50,100, etc.), Month, Year, Cards Sold and Revenue
and can take the printout of the same with the help of print button.

As the above manner, the SSA Admin can view the report of City/SDCA for
ITC and take the print of the reports for its City/SDCA.

(b) SSA Other Services report
Click on Other Services, the SSA Admin can make the multiple selections of
services (ACC, FPH, etc.) by pressing control button and selecting with
mouse, and then select periods from and to for months and years for which
the user wants to see the report of other services transactions. The user can
view the report of other services of SSA in the form of Service Type (ACC,
FPH, etc.), Month, Year, Target, Customer till last month, New Customer,
Disconnection, Net Customers, and Revenue] and can take the printout of the
same with the help of print button.

 As the above manner, the SSA Admin can view the report of other services of
its City/SDCA and take the print of the reports.

 (c) Forwarding to Circle
The SSA Admin can forward the report of a month to Circle only when all of its
cities have filled up the data for that month for ITC and Other Services. The
SSA Admin has to select the month and year for forwarding the report to
Circle H/Q. The report gives the details of year, month, name of SSA, Name
of Cities, Service date of operation,
all services (ITC and other with cards/customer and revenue details), entered
at SSA level, checked at SSA level etc. Once the report is forwarded to Circle
H/Q, the SSA Admin cannot edit the transaction of this particular month.
Subsequently the user can only see the detailed consolidated report of all
services sent to Circle H/Q (with forwarding date entry).

(c) View Target

The SSA Admin can view the target of revenue for each month set for all
services (ITC and Other services) by Circle H/Q by selecting month and year.


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                   “Information Technology” For JTOs PH-II



The target of revenue for ACC and ITC are in Rs. (Thousands) and for
remaining services in no. of customers. The same target can be viewed by the
Cities of SSA.
Circle Admin
After successful login, the Circle Admin can view the home page on which
Home, Admin (Add User, Edit User and Target), Transaction (ITC, Other
services), Reports [ITC (1. Circle 2.SSA 3. City/SDCA), Other Services (1.
Circle 2.SSA 3. City/SDCA), Forwarding to BSNL
HQ, SSA wise ITC Consolidation and View Target], Help and Logout menus
are seen on
horizontal bar.

(I)Home Page
Change Password The Circle Admin can change the password. He/She can
login with the help of username and password for two times and can access
the application. But for the third time, it is compulsory to change the password
to access the application. After this, the Circle Admin can change the
password as and when required by clicking Click here to Change Password
on home page . The user has to fill up the old password, new password and
new confirmed password. The username displayed automatically.
(II)Admin
By clicking on Admin, the Circle Admin user see the sub-menus (i) Add User
(ii) Edit User (iii) Target

(i) Add User for Circle Office On pressing Add User, the Circle Admin can
view the existing users if any. The Circle Admin here can add the desired no
of users in its Circle Office by entering Username, Password, Officer Name,
Designation, Office Name, Contact No, and Email ID. All these entries for
addition of Users are mandatory.

(ii) Edit User The Circle Admin can edit attributes of the existing users and
can update the Officer Name, Designation, Office Name, Contact Number,
Email ID.

(iii) Target The Circle Admin can set the target of revenue for each month for
all services (ITC and Other services) to the desired SSAs in its Circle by
selecting one SSA at each time, year and month through dropdown menus.
The target of revenue for ACC and ITC are in Rs. Thousands and for
remaining services in number of customers. The same target for revenue is
viewed by the Cities of SSA (whatever number of cities it may be there in a
SSA).

If the service dates of operation are not entered by SSA Admin or Circle for its
SSA, the Circle Office cannot set the target of revenue to that particular SSA.

(III) Reports:
The Circle Admin can observe the following in reports-- Reports of (a) ITC for
Circle, SSA and City/SDCA, (b) other Services for Circle, SSA and



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                   “Information Technology” For JTOs PH-II



City/SDCA, (c) forwarding to BSNL HQ, (d) SSA wise ITC Consolidation and
(e) View Target.

(a) ITC cards report

Click on ITC, the Circle Admin can see the three submenus (i) Circle (ii) SSA
and (iii)
City/SDCA. Here we will see the reports of these three one by one.

(i) ITC Cards Circle Report
The Circle Admin has facility for the multiple selections of ITC cards (50, 100,
etc. or all cards) by pressing control button and selecting with mouse, and
then select periods from and to for months and years for which the user wants
to see the report of ITC transactions in Circle. The Circle Admin can view the
detailed report for the selected period of all its selected SSAs (one or more
SSAs) in Circle in the form of Card Type (50,100, etc.), Month, Year, Cards
Sold and Revenue and can take the printout of the same with the help of print
button.

(ii) ITC Cards SSA wise Report
The Circle Admin can see the detailed report for the selected period of all its
selected SSAs in Circle. When the Circle Admin clicks on SSA submenu, the
Admin has the multiple selections of its SSAs and ITC cards (50, 100, etc. or
all cards) by pressing control button and selecting with mouse, then select
periods from and to for months and years for which the user wants to see the
report of ITC. The Circle Admin can view the detailed report for the selected
period of all its selected SSAs for selected card types in Circle in the form of
Name of SSA, Card Type (50,100, etc.), Month, Year, Cards sum and
Revenue and can take the printout of the same with the help of print button.

(iii) ITC Cards City/SDCA Report
The Circle Admin can see the detailed report for the selected city of its SSA in
Circle. When the Circle Admin clicks on City/SDCA submenu, the Admin has
the facility for selection of one of its SSAs. As soon as the Circle Admin
selects the SSA, the cities of that SSA are seen. Then the Admin has to select
one of the cities and ITC cards (50, 100, etc. or all cards) by pressing control
button and selecting with mouse, then select periods from and to for months
and years for which the user wants to see the report of ITC.

The Circle Admin can view the detailed report of City/SDCA of its SSA for the
selected period for selected card types in the form of Name of City, Card Type
(50,100, etc.), Month, Year, Cards sum and Revenue and can take the
printout of the same with the help of print button.

(b) Other Services report
 Click on Other Services, the Circle Admin can see the three submenus (i)
Circle (ii) SSA and (iii) City/SDCA. Here we will see the reports of these three
one by one.



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                   “Information Technology” For JTOs PH-II



(i) Other Services Circle Report
The Circle Admin has the multiple selections of other services (ACC, FPH,
UAN etc. or all other services) by pressing control button and selecting with
mouse, and then select periods from and to for the months and years for
which the user wants to see the report of other services transactions in Circle.
The Circle Admin can view the detailed report for the selected period of all its
SSAs in Circle in the form of Name of Service (ACC, FPH, etc.), Month, Year,
Customers till last month, New Customers, Disconnections, Net Customers
and Revenue and can take the printout of the same with the help of print
button.

(ii) Other Services SSA wise Report
The Circle Admin can see the detailed report for the selected period of all its
selected SSAs in Circle. When the Circle Admin clicks on SSA submenu, the
Admin has the multiple selections of its SSAs and Other Services (ACC, FPH,
VPN etc. or all other services) by pressing control button and selecting with
mouse and then select periods
from and to for months and years for which the user wants to see the report of
other services.

The Circle Admin can view the detailed report for the selected period of all its
selected SSAs (one or more SSAs) for selected other services in Circle in the
form of Name of SSA, Service Type (ACC, FPH, etc.), Month, Year, Target,
Customers till last month, New Customers, Disconnections, Net Customers
and Revenue and can take the printout of the same with the help of print
button.

(iii) Other Services City/SDCA Report
The Circle Admin can see the detailed report for the selected city of its SSA in
Circle. When the Circle Admin clicks on City/SDCA submenu, the Admin has
the facility for selection of one of its SSAs. As soon as the Circle Admin
selects the SSA, the cities of that SSA are seen. Then the Admin has to select
the city and other services (ACC, VPN, etc. or all other services) by pressing
control button and selecting with mouse and then select periods from and to
for the months and years for which the user wants to see the report of other
services.


The Circle Admin can view the detailed report of City/SDCA of its SSA for the
selected period for selected services in the form of Name of City, Service
Type (ACC, FPH, etc.), Month, Year, Target, Customers till last month, New
Customers, Disconnections, Net Customers and Revenue and can take the
printout of the same with the help of print button.

(c) Forwarding to BSNL HQ
The Circle Admin can forward the report of a month to BSNL HQ only when all
of its SSAs have filled up the data for that month for ITC and Other Services.
The Circle Admin has to select the month and year for forwarding the report to
BSNL H/Q. The report gives the details of year, month, name of SSA, Name


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of Cities, Service date of operation, all services (ITC and other with
cards/customer and revenue details), entered at SSA level, checked by SSA
head, checked by GM(D) at Circle, forwarding date. Once the report is
forwarded to BSNL H/Q, the Circle Admin cannot edit the transaction of this
particular month.Subsequently the user can only see the detailed cumulative
report of all services sent to BSNL H/Q (with forwarding date entry).

(d) SSA wise ITC Consolidation
The Circle Admin can see SSA wise ITC consolidation report of its Circle for a
month in a year by selecting month and year. The report consists of Name of
SSA, Target and ITC volume of cards sold.

       (e) View Target
The Circle Admin can view the target of revenue for each month set for all
services (ITC and Other services) by BSNL H/Q by selecting month and year.
The target of revenue for ACC and ITC are in Rs. (Thousands) and for
remaining services in number of customers.
BSNL Corporate Office After successful login, the BSNL HQ can view the
home page on which Home, Admin (Add User, Edit User and Target), Reports
[ITC (1. BSNL 2.Circle 3.SSA 4.City/SDCA), Other Services (1. BSNL 2.Circle
3.SSA 4.City/SDCA), Detailed Report, Detailed Report Circle Wise and Circle
wise ITC Consolidation], Help and Logout menus are seen on horizontal bar.

(I) Home Page
Change Password User can change password by clicking Click here to
Change Password
 on home page . The user has to fill up the old password, new password and
new confirmed password. The username displayed automatically.

(II) Admin
By clicking on Admin, the Circle Admin user sees the sub-menus (i) Add User
(ii) Edit User
(iii) Target

(i) Add User for BSNL HQ
On pressing Add User, the BSNL HQ user can view the existing users if any.
The BSNL HQ here can add the desired number of users for its Office by
entering Username, Password, Officer Name, Designation, Office Name,
Contact No and Email ID. All these entries for addition of Users are
mandatory.

(ii) Edit User

The BSNL HQ can edit attributes of the existing users and can update the
Officer Name,
Designation, Office Name, Contact Number, Email ID.

(iii) Target



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The BSNL HQ can set the target of revenue and no of customers for each
month for all services (ITC and Other services) to the desired Circles in BSNL
by selecting one Circle at each time, year and month through dropdown
menus. The target of revenue for ACC and ITC are in Rs.(Thousands) and for
remaining services in number of customers.

(III) Reports

The BSNL HQ can observe the following in reports-- Reports of (a) ITC for
BSNL, Circle, SSA and City/SDCA, (b) other Services for BSNL, Circle, SSA
and City/SDCA, (c) Detailed Report, (d) Detailed Report Circle Wise (e) Circle
wise ITC Consolidation.

(a) ITC cards report
 Click on ITC, the BSNL HQ can see the four submenus (i) BSNL (ii) Circle (iii)
SSA and (iv) City/SDCA. Here we will see the reports of these four submenus
one by one.

(i) ITC Cards BSNL Report
The BSNL HQ has the facility for the multiple selections of ITC cards (50, 100,
etc. or all
cards) by pressing control button and selecting with mouse, and then select
periods from and to for the months and years for which the user wants to see
the report of ITC transactions in BSNL. The detailed report for the selected
period of all its Circles in BSNL is in the form of Card Type (50,100, etc.),
Month, Year, Cards Sold and Revenue and can take the printout of the same
with the help of print button.

(ii) ITC Cards Circle Report for BSNL
The BSNL HQ can see the detailed report for the selected period of all its
selected Circles in BSNL. When the BSNL HQ clicks on Circle submenu, the
BSNL HQ has the multiple
selections of its Circles and ITC cards (50, 100, etc. or all cards) by pressing
control button and selecting with mouse and then select periods from and to
for the months and years for which the user wants to see the report of ITC.

The detailed report for the selected period of all its selected Circles for
selected card types in BSNL is in the form of Name of Circle, Card Type
(50,100, etc.), Month, Year, Cards sold and Revenue and can take the
printout of the same with the help of print button.

(iii) ITC Cards SSA wise Report for BSNL
The BSNL HQ can see the detailed report for the selected period of all
selected SSAs in a
Circle. When the BSNL HQ clicks on SSA submenu, the BSNL HQ has the
facility to select a Circle first. Then the multiple selection of SSAs (can select
more than one SSA) of that selected Circle and the ITC cards (50, 100, etc. or
all cards) by pressing control button and selecting with mouse and then



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selection of periods from and to for the months and years for which the user
wants to see the report of ITC.


The detailed report for the selected period of all selected SSAs of a Circle for
selected card types is in the form of Name of SSA, Card Type (50,100, etc.),
Month, Year, Cards sold and Revenue and can take the printout of the same
with the help of print button.

(iv) ITC Cards City/SDCA Report for BSNL
The BSNL HQ has the facility to view the detailed report of selected City in a
SSA. When the BSNL HQ clicks on City/SDCA submenu, the user has to
select a Circle first, then a SSA in that Circle and finally the desired City in
that SSA. As soon as the BSNL HQ selects the SSA,the cities of that SSA
are seen. Then the user has to select ITC cards (50, 100, etc. or all cards) by
multiple selection, pressing control button and selecting with mouse, then
select periods from and to for the months and years for which the user wants
to see the report of ITC.

The detailed report of City/SDCA of a SSA in a Circle for the selected period
for selected card types is in the form of Name of City, Card Type (50,100,
etc.), Month, Year, Cards sum and Revenue and can take the printout of the
same with the help of print button.

(b) Other Services report
  Click on Other Services, the BSNL HQ can see the four submenus (i) BSNL
(ii) Circle (iii)SSA and (iv) City/SDCA. Here we will see the reports of these
four submenus one by one.

(i) Other Services BSNL Report
Click on BSNL, the BSNL HQ will found a form in which he has the facility for
multiple
selections of other services (ACC, FPH, etc. or all other services) by pressing
control button and selecting with mouse, and then has to select the periods
from and to for the months and years for which the user wants to see the
report of other services transactions in BSNL.

The detailed report for the selected period of all its Circles in BSNL is in the
form of Service Type (ACC, UAN, etc.), Month, Year, Last month customer,
New customer, Disconnections, Net Customers and Revenue and can take
the printout of the same with the help of print button.

(ii) Other Services Circle Report for BSNL
The BSNL HQ can see the detailed report of Other Services for the selected
period of all its selected Circles in BSNL. When the BSNL HQ clicks on Circle
submenu, the BSNL HQ has the multiple selections for Circles and other
services (ACC, FPH, etc. or all other services) by pressing control button and
selecting with mouse and then select periods from and to for the months and
years for which the user wants to see the report of other services.


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The detailed report for the selected period of all selected Circles for selected
services is in the form of Name of Circle, Name of Service (ACC, FPH, etc.),
Month, Year, Target, Customers till last month, New Customers,
Disconnections, Net Customers, Revenue and Name (Designation of Circle
Admin who have forwarded the report to BSNL HQ) and can take the printout
of the same with the help of print button.

(iii) Other Services SSA wise Report for BSNL
The BSNL HQ can see the detailed report of Other Services for the selected
period of all
selected SSAs in a Circle. When the BSNL HQ clicks on SSA submenu, the
BSNL HQ has the facility to select a Circle first. Then the multiple selection of
SSAs (can select more than one SSA) of that selected Circle and the other
services (ACC, FPH, etc. or all other services) by pressing control button and
selecting with mouse, then selection of periods from and to for the months
and years for which the user wants to see the report of other services.


The detailed report for the selected period of all selected SSAs of a Circle for
selected services is in the form of Name of SSA, Name of Service (ACC,
FPH, etc.), Month, Year, Customers till last month, New Customers,
Disconnections, Net Customers, Revenue and can take the printout of the
same with the help of print button.

(iv)Other Services City/SDCA Report for BSNL
The BSNL HQ has the facility to view the detailed report for Other Services of
selected City in a SSA. When the BSNL HQ clicks on City/SDCA submenu,
the user has to select a Circle first, then a SSA in that Circle and finally the
desired City in that SSA. As soon as the BSNL HQ selects the SSA, the cities
of that SSA are seen. Then the user has to select other services (ACC, FPH,
etc. or all other services) by multiple selection, pressing control button and
selecting with mouse and then select periods from and to for the months and
years for which the user wants to see the report of ITC.

The detailed report of City/SDCA of a SSA in a Circle for the selected period
for selected other services is in the form of Name of SSA, Name of Service
(ACC, FPH, etc.), Month, Year, Customers till last month, New Customers,
Disconnections, Net Customers, Revenue and can take the printout of the
same with the help of print button.

(c) Detailed Report for all Circles
Detailed report for a month in a year can be seen for all services (combined
report for ITC and other services) of all Circles in BSNL. When the BSNL HQ
clicks on Detail Report, then the BSNL HQ has to select a month and a year
for detailed report.




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The detailed report is in the form of Name of Circle, All services (ACC, FPH,
ITC, UAN, etc.), Checked by Circle (designation) and Date of forwarding (by
Circle).

(d)Detail Report Circle Wise
The BSNL HQ can see the detail report of all Circles for all services (ITC and
other services) for a month. For that the BSNL HQ has the facility to choose
the desired Circle, and then has to select the month and year.

The detail report of a Circle is in the form of Name of SSA, Name of Cities,
Service Date of Operation, All services (ITC and Other) in columns, Entered
(SSA), Checked (SSA), Checked (Circle)and Forwarded date (date of report
forwarded by SSA to Circle). The report also gives the sum total of revenue,
the sum total of customers and the sum total of ITC cards of all SSAs for each
service.


(e)Circle Wise ITC consolidated report
The BSNL HQ has the facility for multiple selections of Circles (all or any no of
existing
Circles) by pressing control button and selecting with mouse and then has to
select the month and year, to see the consolidated Circle wise ITC cards
report.

The report consists of Name of Circle, Target (assigned by BSNL HQ to
individual Circle) and ITC Volume of cards sold.
Help
       (a) Helpdesk

First the User has to connect Internet and has to type URL:
http://mis.bsnl.co.in The User has to follow the following steps:
(1) Click on Help Desk link.
(2) Home page of BSNL Intranet Help Desk will open. For first time Users,
click on New User link. (The existing Users can logon with the help of their
Username and Password for Help Desk).
(3) Then the new user will get the registration form. Compulsory, the new user
has to fill up Username, First Name, Last Name, Email Address,
Password/Confirm Password. After feeding this minimum data for these fields
of registration form, click on submit button. The user has to remember the first
and last fields i.e. User Name and password for Help Desk login purpose.
(4) After registration, the user can logon with link as Help Desk Logon.
(5) Here the user has to enter User Name and Password for Help Desk and
click on submit button.
(6) Here the User will receive BSNL Intranet form in which Help Desk is one
portion. In Help Desk, these are the options: (a) Submit New Problem (b)
View Problem List.

(a) Submit New Problem The user can submit the new problem regarding MIS
on IN services. The fields like username, email, location, and phone selected


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automatically. In problem classification part, the user has to select
Department (IT Circle Pune) and Category (MIS on IN). The user has to type
the key words of title and has to write the description of problem. Then click
the submit button. The message for problem submission and all other details
for problem ID, problem assigned to, etc. are observed. The user can edit the
same problem and can again submit for reply. By clicking on Menu, BSNL
Intranet form is seen.

(b) View Problem List The user can see the whole problem list submitted. The
user can see the problem ID, title, assigned to, submission date, status. The
user can see the reply for the raised problem by clicking Title link.

(7) The fields Department and Category are mandatory in the submission of
new problem. (e.g. Department is IT Circle, Pune and category as MIS on
IN).

(8) The user will receive the reply from O/o CGM (IT Project Circle, Pune)
through
Help Desk. The user can see the replies for the raised problems by clicking
Title link of his/her own problem list or by communicating through e-mails
which are listed below.

(b) Telephonic Support
The user may take the help of documentation or may contact on telephone
with the following Officers at O/o CGM (IT Project Circle), Pune:

Shri B D Badhe, System Analyst (IT) (020-21111617, 27443115)
Shri D S Kul, System Analyst (IT) (020-21111700, 27443114)
Mrs. N R Natu, Senior System Analyst (IT) (020-21110149, 27443108)
Shri Munna Khan, Manager (IT) (020-27443104)

Or mail us at: (1) itpc@bsnl.in (2) badhe_bd@bsnl.in (3)
munna_khan@bsnl.in




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                                   Call Centre
       A call centre is a centralized office of a company that answers
incoming telephone calls from customers. A call center may be an office that
makes outgoing telephone calls to customers (telemarketing). Such an office
may also responds to letters, faxes, e-mails and similar written
correspondence. However the term contact centre is often applied when such
multiple functions are blended in one office. Call centres are generally set up
as large rooms, with work stations that include a computer, a telephone set
(or headset) hooked into a large telecom switch and one or more supervisor
stations. It may stand by itself or be linked with other centres. It may also be
linked to a corporate data network, including main frames, microcomputer and
LANs. Increasingly, the voice and data pathways into the centre are linked
through a set of new technologies called CTI, or computer-telephony
integration.

        The Call Center installed in Kerala Telecom Circle to cater information
to Potential and present Customers about the services offered is a mile stone
to customer satisfaction. Call Centers installed in Thiruvananthapuram,
Ernakulam, Trichur and Calicut with state of art technology will be accessed
by the customers through Telephone, FAX, internet. On dialing 1500
information related to services offered by BSNL, features & Plans offered with
services will be explained to Customers/Potential Customers. Added to
information Billing and commercial and FRS information related to the
installed telephone is also provided by means of IVRS, Fax, e-mail and
Customer Relation Executive through Telephone. Complaints related to Billing
and Commercial activity will be heard and are getting it resolved for which
otherwise, the customer had to come in person to BSNL offices. Request for


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services on the existing telephone line will be accepted and forwarded to
concerned       SSA         and       in       turn     to      concerned
Officer.


                      Typical Call Center
                      Typical Call Center
                     Voice Response
                                                          Customer Service
                                                               Agents




      Callers


                                ACD Queues




                                      Call Routing




Inbound Call Centers: Overview

In today‟s fast-paced global business environment, all customers have choice
– the choice to be loyal to you, or move to a more “customer focused‟‟
supplier. “Customer care‟‟ is no longer a buzzword; rather it is necessary for
business survival. But the million-dollar question that needs to be answered is
whether the company is geared to retain the customers that it acquired with
sizable efforts. All said and done, people still prefer the plain old telephone
system for business interaction. Chances are that companies already have
executives talking to customers on phone. Calls are received daily, money is
spent every day in running the call center, but does the company get its
money‟s worth? Are customers happy? It is likely that the agents rarely have
well-defined access to information for customers; workflow processes are
missing, and that senior management doesn‟t have any monitoring or
controlling tools in place?

A call center should be diverse – it should be able to handle sales and pre-
sales (reservations centers, help desks, telemarketing services), post-sales
(customer care, operator services), informational (directory assistance), etc.
Thus, call centers can bring in numerous benefits including:

Attain complete control over your call center through live status of agents,
offline performance
reports. Integrate with your CRM software if you like. Skills-based routing
removes linguistic and product barriers. Operate the call center as many
hours a day as you want. After hours, allow callers to leave voice messages


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and call back numbers that agents can process the next day Reduce
bandoned call rate through in-call IVRs, advertisements, music, etc.
Customer‟s perceptions will change – call centers will be viewed as profit
centers rather than cost centers




Outbound call centre : Overview

Just as inbound call centers receive and answer calls from customers and/or
subscribers, outbound call centers are used to make calls to existing or
potential customers and/or subscribers in order to promote products (product
launch, telemarketing), customer care (debt collection, satisfaction surveys,
new plans and policies), etc. - the possibilities are endless. Rarely can such
widespread reach be achieved at such low cost. Today telemarketing is the
subject matter of most predictive dialing call centers. Most service industries
(travel and tourism, telecom, financial services, transport, citizen-focused
government departments) benefit from customer care-oriented outbound call
centers.




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Call Centre: BSNL Prospective

The Call Center installed in Kerala Telecom Circle of BSNL is a state of art
mixture of both Server base and Switch base call center where in the Centrex
Switch is used to switch the calls between the CTI and agents. A solution
which has been specially designed, developed and implemented by SIS to
meet the requirements. Block diagram of the call center is as under which is
self explanatory.




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                   CALL CENTER SETUP
                   CALL CENTER SETUP
                                      Centrex

                                                                 AGENTS / SUPERVISOR
                                                 AGENT
                                                 IP : x.x.x.1

    Switch/IVRS/log/Message
             control
   E1
              CTI             E1                                 AGENTS / SUPERVISOR
                                                 AGENT
         SERVER                                  IP : x.x.x.2

                                                  Back Bone               CRM
                                                  NETWORK
           DB                                                              DB
        SERVERS
                                                                      INTRANET
        Log / Application /        MANAGERS     FIELD OFFICERS
         Information data




Technology

Call centres have been aided by a range of telecommunications and computer
technologies, including automatic call distribution (ACD), interactive voice
response (IVR), computer telephony integration (CTI), which allows the
actions of the computer to be synchronised with what is happening on the
phone. In addition, early customer relationship management (CRM)
technologies, such as C-TRA, SSANet, Cellswind, CCMS have been heavily
employed in call centres through mediation server. The Centrex approach of
the KERALA CIRCLE CALL CENTER "virtual" call centres to be established
across a company's telecommunications network without physically putting all
the people in one office.




Trivandrum CTI, Mediation Servers and Network at Kaithamukku.




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Ernakulam CTI, Mediation Server at Central Exchange




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Thrissur CTI, Mediation Servers and Network




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Calicut CTI, Mediation Servers and network




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Backbone Network : Kerala Circle




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DIALOGIC INSTALLATION

  1) Double Click on Setup.exe.



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   2) Click on Next Button to Proceed.




3) Enter Username & Company Name which you want to give. Click on Next
Button to
   Proceed.




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4)Click On Next Button to Proceed.




5) Check all the Options and Click on Next Button to Proceed.




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6) Click On Yes Button to Proceed.




7) Click on Next Button to Proceed.




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8) Click On Next Button to Proceed.




9) Installation is under Process.




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     10) Installation is Under Process.




11) Click on Finish Button to finish the Setup. It will Restart the Computer.




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12) After rebooting the system, the Intel Dialogic configuration manager will be
open.
      Here, at down we can see that the System Service status is: Stopped. As
all the
      Slots/and cards are in red color.
           So, press on green Button to start the services.




         Change the Following Parameters in in_r2_i.cdp file in C:\Program
         Files\Dialogic\CFG folder.
$8 maximum calling party size, should larger than 7 (inbound): 10
$9 Number of ring before speech (inbound): 0
13) Dialogic Service is about to start.


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14) Now here, we can see captured screen that stating process of system
services is started.




    Global Call Installation


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d:\GlobalCall 4.1\gc41\windows\i386

2)double click setup




3)click on next button




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3)Destination Location window will come click on next button




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5)Start copying file window will come click on next button




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6) set up windows will start installation




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7)click on finish button




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Introduction
      The SaiCall Call Center solution is based on Dialogic technology,
      using E1 PSTN interface. It is server-based solution using MSI
      Boards from Dialogic for station interface. The SaiCall Call Center
      is specifically designed and tune to meet GR requirement of BSNL

     Accessing of the Call Center

     The Call Center serves the purpose of a customer service center
     and handle incoming and/or outgoing telephone calls from/to the
     subscribers, in support of the customer services provided by BSNL as
     a telecom service provider.The person authorized manning the Call
     Center position is called an Agent.       The Call Center shall be
     accessible in the following ways




                          Call Center               Business Entity
      Customer
                          (Customer Service            Of Services
      Access
                          Centre)                         Provided
                                                         by BSNL


                          Fig: 1 Role of Call Center in Network

     By Telephone: The subscriber accesses the Call Center by dialing
     a 3/4- digit access code. The PSTN exchange will send all or last
     few of the digits to the Call Center. The Call Center will Intelligently
     answer the call, identify the service requested based on the digits
     received/dialed                                        by Subscriber
     through interaction and intelligently routes the call.

     Through FAX: The Call Center can receive the service requests sent
     by
     FAX and provide certain information, by automatically transmitting FAX
     message, on request by the subscriber.

     Through Internet: The Call Center is also web-enabled to offer web
      based interactive services on the Internet. An Internet subscriber
      through a web browser can request a service or query the
      databases with password access in respect of web based
      services. The Call Center is provided web-browsing capability on
      the agent's position as well.



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                         CTI Application components

          Call Center
          IVRS
          ACD
          Agent Service
          Fax Module
          Voice Mail module
          Outbound Scheduler
          Mail Module

       CallCenter

       This application is used to handle multiple calls landing on system. This
       application intracts with Dialogic card and expose the call control API‟s
       to handle the incoming as well as outgoing calls. The purpose of this
       application is just to handle the incoming/outgoing call and signal it to
       other application for e.g. Ivrs. All call related information is updated to
       database by this application.

      The Call Center is having the function of requesting for the Calling
      Line Identification (CLI) or the Automatic Number Identification
      information from the telephone system. The Call Center will identify
      the type of service requested by the subscriber based on the dialed
      number also called Dialed Number Identification (DNI) in case of
      Dialed Number Identification Services (DNIS). Depending on the DNIS,
      the call is routed to IVRS. When the call is routed to an IVR the
      information such as CLI, DNIS, etc., is passed on to the IVR,
      based on which the IVR shall initiate an appropriate application.

Installation of Callcenter

1.Double click on Setup.exe




2.Click on Next Button to proceed


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3.Click on Yes Button




4.Give the company name and serial number.




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5.Select all the components




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6.Now restart the server and run the applications.

       IVRS
   This application waits for an inbound call signal and as soon as it receives
    it , starts processing the call. Firstly it treats the call with welcome speech
    and as per user input it proceeds further according to its tree. It inserts all


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   the menu selection information of user to the database process. If the
   customer is not satisfied with the recorded phrases and wants agent help
   ivrs exe divert the call to agent extension with the help of ACD.

     The IVR will prompt the caller for dialing digits as input and use that
     response to perform actions on a database. The IVR applications
     support recording of speech in digit form in Hindi and Local Language
     (s) combined with English.

     The IVR will transfer the call to Agent on request of the
     subscriber/when the query is too complex to be handled by the
     IVR, along with information collected from the caller.

     Automatic Call Distribution(ACD)
     This application is used to find the most ideal agent from the agent
     group when the customer seeks agent help when he is in ivrs. This
     application first searches free outbound channel to make a call and
     then find free agent extension available to accept the call .

     The ACD system handles a large volume of calls on First Come First
     Serve basis distributing among the lines equitably by presenting the
     first call to the line idling over the longest period of time. It distributes
     calls to the appropriate call handler whether that is an IVRS or an
     agent. ACD system is able to receive CLI and DNIS information and
     passes on to IVRS and agents via CTI Server.

      Agent Services
   This application is tightly integrated with agent application as so called as
    agent services. This application is used to get all the agent request and
    process them. For e.g. when agent wants to make an outbound call to
    subscriber it gives the input i.e. phone number to the agent service
    application. After receiving the input agent services picks up the free
    outbound channel and make call to the customer and joins the agent
    extension after dialing the agent by other outbound channel. So all the
    requests related to agent is services by agent services application. Some
    of the services are Outbound call, Hold call, Transfer call, Barge call etc.

     When the number of incoming calls exceeds the number of agents
     available to answer them, the calls shall be queued.The SaiCall Call
     Center will hold the call(s) until a specific agent is available to answer the
     call.The Callers who are put in a queue will be fed an announcement or
     Music.The Caller waiting in queue can exercise choice to put Voice
     Mail so that call center can make outbound call to the customer.
      Agent Stations (scAgent)
      This client type is a complete call control Graphical User
      Interface (GUI). Various call controls have been developed and
      embedded in it to provide a simple
      to use and easy to adapt environment. Some of the features
      include, putting a party on hold, transferring a party to another


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     conference / service. The online context sensitive help associated
     with every control makes the call control operation a easy task
     for the Agent. The online ticker message display and statistics
     keeps the Agent synchronized with its companions and seniors.
                Agent Desktop client application
                Call control commands
                Screen Pop-ups
                Case/docket Management for each call
                Access to external database and applications
                Mail/web access
                Message
     When the agent answers the call, the subscriber's relevant
     information as per the service request being processed shall be
     presented on the agent's computer screen, eliminating the need for
     the agent to repeat the questions asked by the IVR unit.

     In some of the applications, the IVR may route the call directly to the
     agent position soon after the welcome message. When a call is routed
     to an agent position, the SaiCall Call Center will bring up an
     appropriate screen based
     on the service requested for each incoming call along with the
     information
     such as subscriber's name, address, type of subscriber, etc

     The SaiCall Call Center will also display the following information
     pertaining to the subscriber.

     1.Call Pop up :- It carries the Phone number of the calling
     party,Customer name,Language selected and menu selected by the
     customer.

     2.Customer Details:-As soon as the agent accept the call ,popup
     disappears and commercial and TRA details of the customer will be
     furnished.It also provide the pending docket details if any .It is possible
     for the agent to book multiple dockets if required and is routed to
     concerned officer depends on the query .

   3.Bill Details:- Billing information of the customer can be available through
    the agent applications and is also possible for the subscriber to avail the
    duplicate bill through fax or mail,provided the fax number /email id of the
    subscriber is registered with the callcenter.

   4.FOD(Fax On Demand):- Through this option agent can send different
    application forms thrrough mail or fax to the subscriber. Here the
    subscriber need not be registered with the callcenter.

   5.Immediate Outbound Call:- From this option Agent can make an
    outbound call to subscriber if necessory.


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      6.Chatting:-It is possible to chat with other agents when there are no
      calls and the condition is that both agents should be in blocked state.

      7.Message to Supervisor:-Agent can send messages to the supervisor
      through this feature.It is for the communication between the agent and
      the supervisor.

Supervisory Features
     The supervisor module built with all the features of agent in
     addition to the special supervisory features like Barge, Monitor
     and Coach. The message broadcast, voice log management etc are
     also part of supervisory activities.

                    All features of the scAgent
                    Barging/Monitoring and Coaching commands
                    Conferencing
                    Status and monitoring of call
                    Station Status
                    Message Broadcast
                    Message to Agent
                    Barge
                    Monitor
                    Coach
                    Voice Log
                    Voice Log Display
                    Voice Message
                    Bulletin Board
                    Station Status
                    Call Handled by Active Stations
                    Time Utilisation in Active Stations


Call Center Monitor (ScMonitor)
      All Call Center activities can be monitored using the Call
      Center Monitor interface, which is another type of client of the
      Call Center. The Monitor keeps track of every ongoing activity within
      the Call Center. The Alarms display provides a useful way of
      controlling various configuration parameters, which can affect the
      efficiency of the Call Center.
                   Call Center online monitoring system
                   Status of each agent station
                   Status of each communication channels
                   Call center internal reports




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1.ScMonitor login




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2.Channel
monitor.




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3.Stationmonitor




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4.Agent monitor




5.Time utilisation monitor


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Call Center Administrator (scAdmin)

      This interface provides a systematic and easy to use Graphical
      Interface to configure the parameters of the Call Center. The explorer
      format display helps the administrator to keep track of every
      configuration. All the system reports and statistics are available
      through this module.
                  Administrator Client Application
                  Configuration of Call Center
                  User Management
                  Reports and MIS
                  Scheduling for Outbound Calls
                  Call Center Internal Database Management



Through this module we can perform the following configurations.

    Channel Configuration


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   Station Group

   Stations

   System Parameters

   Agent Group

   Agent

   Escalation Level

   Fax Documents

   Query Type

   SSA Master

   SDCA Master

   Exchange Master

   User Master

   Exchange Mapping for Docket Routing

   Promotional voice message play through IVRS

   Outbound Job Schedule

   Segment Class

   IVRS Menu Configuration

   Text to Speech




SYSTEM ALARMS




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Introduction
„ScAlarm‟ module gives audio/visual alarms for health of call center
application. Mainly
it covers following error events
    1. Call center database
    2. IVRS
    3. CTI
    4. Agent
    5. ACD
    6. FAX
    7. Backup
    8. Hardware


   Various operating controls are provided on the alarm panel.

   1. On/Off – to start/stop alarm panel

   2. Audio On/Off : when ever alarm panel status is changing , audible
      beep will start on alarm terminal PC. Pressing On/Off button audible
      alarm can be stopped.
      However visual blinking of alarm continue till error condition removed
      by related application. Mean while a new error condition occurs ,
      audible alarm will again start.

   3.     Hide/Show : this will toggle alarm panel to system tray and full
        display. If alarm panel is in system tray when alarm condition
        occurs, alarm panel will display on screen.

   4. Report : every alarm is logged, and this will display alarm log on
   screen or print.

   5. Reset : Alarm reset.




BRBRAITT- Jun-2011                                                             92

				
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