Greetings to All Participants

CDR Based Customer Care and Convergent Billing

Claearing House or Other Sources

Printing System/ Print Vendor

Payment Interfaces
Cr Card/Banks/Chq etc.
Web Self Care

AAA Payments Security Billing Report Generation

Self Care

Customer Care

Rating

Inventory

Customer Care

DATABASE
Network

• 4 data centres (Hyderabad, Pune, Chandigarh, Kolkata) • Proof Of Concept : 9 months • Roll out phase; 9 months • Two System Integrators • 2 yrs warranty; 5 yrs. AMC • South & East – CSG Kenan for billing and mediation. • All the operational and business processes are to be integrated to manage entire business of BSNL.

• Tender divided into two • Set of two tenders for servers and software – M/s TCS and M/s HCL • The second tender exclusively for STORAGE. • One vendor selected for all the zones WIPRO

• Same billing solution will also support meter based billing • Provision of X.Requirements • Switches support 100% CDR generation have storage of 7 days CDRs • On-Line data transfer from switches a must. software. cable on NT Switches • All 256P RAX/512P SBM has to be converted into AN-RAX .25 accessories.

Setting up call center not part of project Responsibility of setting up of customer care center with SSA • Anti virus for existing PCs and new PCs (procured by SSAs) to be purchased by circles/SSAs .Requirements • Magnetic Tape Emulator (MTE) required for E-10B switches. • • • • 75% of the CSR equipment through reallocation MPLS based NIB-II network shall be utilised. is part of the tender.

• Adequate training for BSNL personnel . • Centralized Data Center wise IVRS planned.Requirements • SSA will form the basic unit for roll out • Data center operational responsibility with BSNL – CGM IT circle. • Infrastructure responsibility with respective circles.

different discounting schemes for different category of subscribers.Benefits of proposed solution • Move from telephone based system to Customer based system • Accurate and timely invoicing of call details to generate error free bills • Supports different tariffs. online query and prompt customer response . different Billing cycles. • Pre-paid and Post Paid integration possible • Easy implementation of change in business policies and rules. • Host of online services.

offpeak rate.) • High Usage monitoring • Flexible bill cycle • Accounting . double set discount (e.Benefits of proposed solution • Advanced Rating Capability – peak rate. tiered rating • No Need of charge-configuration at switch level • On demand itemized call detail • Advance Discounting Capability – CUG. special days.g. F&F.10% off on rentals if STD calls exceed 500mins. Cross product.

Thiruananthpuram. Shimla. Chennai. Bhopal. Jammu )* 79 2.1 South CDR Project 1 4 SSA (Hyderabad. Raipur. Ambala. Kharagpur) 64 SSAs 2.Kamrup. Ahmedabad. Bhuvaneshwar. Lucknow .2 East CDR Project 1 8 SSA (Kolkata. Patna . Bangalore. Jaipur) 101 . Agartala. 66 SSAs 1.2 West CDR Project 2 4 SSAs (Kalyan. Meerut.Implementation in two phases CDR Sub Project Data Center CDR Project POC Phase Roll out Phase 1. Ranchi. Dehradun.1 North CDR Project 2 7 SSAs ( Chandigarh.

IP Phones PCs. CTI.What we are buying in this project • • • • • • • • DC class servers Edge class servers Network IVRS. ACD. IP-EPABX. printers Laptops (for Data centre alone) Physical security (for Data centre alone) UPS(for data centre alone) .

RDBMS. CRM. WSC. . Provisioning. IOBAS and FMS. Accounting. IM. EMS. • Services • Data centre operation during wty and AMC.What we are buying in this project • Billing. RA. Mediation. DQ. Bill formatter. (FRS). EAI. Security systems (Logical).

Other Billing Systems . •Regular bill runs for corporate accounts in their respective zones • Transfer of invoice data to centralized South zone •Application of bulk discounts and single bill for corporates •Update different zones with proportional data.Corporate Billing •Custom integration to synchronize data across zones NORTH ZONE Invoice for child account2 to South Zone. •Transfer of payments/adjustments from/to zones WEST ZONE Invoice for child account1 to South Zone. SOUTH ZONE /CENTRAL POINT EAST ZONE Invoice for child account3 to South Zone.

Smart Card Reader. Rodent Management System Data Center Router .Summarized Schedule of Requirement – North West Application Software Billing Solution(Convergys) Mediation (Intec) Provisioning (Clarity) EAI (Oracle Fusion ware) EMS (HPOV) CRM (SAP) Web Self Care (SAP) DQ (BTS Logic) Oracle RDBMS Server Type DC Class Servers Blade/Midrange Server Stand-Alone Servers Network Component Exchange Router Managed Exchange Ethernet Switch Ethernet Extender Remote Router Ethernet Hub Aggregation Router Central Router Backbone Router Data Center Ethernet Switch Type I Data Center Ethernet Switch Type 2 Internet Router Remote Access Server (RAS) Security Component Data Center Firewall (Nortel) Intrusion Detection System Network IDS. Door Controller. Host Based IDS Anti-Virus System Vulnerability Assessment & Policy Compliance System Server Access Control System (ACS) User Management System Security Device Management System IVRS (Nortel) Enterprise Reporting Software (Fortune IT) Electronic Stapling (TCS) IOBAS (Intec) & FMS (Neural) RA(Connectiva) Access control System.

Collection Methodology of CDRs Firewall Data Center E3/STM-1 Backbone Router Backbone Router Eth S W I T C H NIDS Mediation System E3/STM-1 SSA Edge Rtr Edge Rtr Edge Rtr Edge Rtr Edge Rtr Edge Rtr NIB – MPLS VPN Network E1 E1 Aggregation Router (Optional) Call Received Aggregation Router (Optional) E1 LE Router E1 Call Made LE Router Local Exchange Call Complete d PSTN Swt. CES MTE CDOT PSTN Swt. CDR Generate d .

Data Center Network Overview Ethernet Switch Type 2 Firewall IDS Data Center Router CDR Collector RAS AAA Ethernet Switch Type 1 Workstations NIB-II MPLS Network Backbone Router Ethernet Switch Type 2 Ethernet Switch Type 2 Internet Internet Router Server Farm DC Class and Blades Firewall Internet/Web Servers .

• Aggregation routers in case of star topology. • Backbone Routers (two in each DC) for connecting DC to MPLS VPN . • Central routers (optional) between Aggregation routers/LE routers and Edge routers.Data Center Network Overview • Exchange router – two connections to exchange for CDR collection and service provisioning two WAN connections. • LAN extender/Remote router for extending LAN from LE to CSR and RLUs • Aggregation routers connected to Edge routers of MPLS VPN.

. connected to the Backbone routers. Work station ethernet switch at DC. X. • Internet Router at DC for internet connectivity to the DC. • Managed ethernet switch.25 serial connectivity to CDR collectors.Data Center Network Overview • Data Centre routers – termination of all data traffic in the billing network. CSR ethernet switch. • RAS for connectivity for remote CSRs. Data centre ethernet switches (Type I and Type II).

Typical Exchange Router Connectivity Exchange Level Connectivity (through Aggregation Router) A B NIB-2 Edge Router Aggregation Router Exchange Router E1 link .

South-1 Zone 13 BEL 15 8 HUB 12 VISA NIB-2 Netwo rk MLR KAKI 11 11 12 27 DHAR BELG BELL 26 12 12 MYS VIJA BLR CUDD HYD 12 SHIM KARW DEVE 29 12 12 10 10 14 MYSO HASS MAND KODU 14 16 16 10 33 TUMK MANG 45 24 45 25 24 20 BANG KOLA CHIT CUDD ANAN KURN NELL ONGO MEHB SANG HYD NALA 8 BIJA 29 RAIC GULB BIDA 13 VIZI SRIK 11 25 RAJA VISA 11 25 ELLU KHAM 12 28 GUNT VIJA 21 10 11 11 WARA KARI 11 11 16 16 11 11 10 10 20 NIZA ADIL .Zone-wise Exchange Router NIB-2 Connectivity CDR Billing Network .

Zone-wise Exchange Router NIB-2Connectivity Local Exchange Connectivity E1 Links Serial link for CDR PSTN SWITCH Exchange Router Serial link for Service Provisioning Exchange Ethernet Switch E1 Link Ethernet Extender Ethernet Extender Ethernet Hub CSRs LOCAL EXCHANGE CSRs Remote Station .

Zone-wise Exchange Router NIB-2 Connectivity Local Exchange Connectivity E1 Links Serial link for CDR PSTN SWITCH Exchange Router Serial link for Service Provisioning Remote Router Exchange Ethernet Switch E1 Link Ethernet Extender Ethernet Extender Ethernet Hub CSRs LOCAL EXCHANGE CSRs Remote Station .

Reuse of existing CSR network Central router To MPLS Network Existing network To MPLS Network Local exchange router .

Data Center Network Architecture .

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

Servers • Edge class servers • • • • • • • • • • EMS Gateways HTTP servers SMTP servers Print Servers AAA Servers Logical Security Elements Network Device Management Servers DNS Servers IVRS Proxies. etc .

Support multiple partitions with 4 GB DDR2 memory per core At least two numbers of 4 Gbps Fiber Channel adapter. .5 GHz Processing speed.Data centre Servers • • • • • • • Sizing as per ISV recommendation All applications shall fail over on to High availability Server in separate partitions in N+1 configuration Shall be 64 Bit multiprocessing UNIX Servers With minimum 64 cores having at least 1. Database partitions shall have minimum of 4 fibre channel adapter per partition.

Edge class Servers • • – – – 32/ 64 Bit processor of 3.6 GHz based with multiprocessing capabilities Min 2 processors Min 4 GB DDR2 ECC SDRAM 2 x 72 GB internal SCSI Hard Disk Dual Fibre Channel Ports per shelf for public interconnect to SAN with 1+1 redundancy. • PC based Management Consoles for DC class servers and Edge servers will be connected to the servers using dedicated Ethernet switched network .2/ 1.

IVRS • • • • • • Automatic Telephone Fault Booking & Clearance Service Automatic Bill Enquiry & Payment Reminder Service Automatic Changed Number Information & Bulk Changed Number Announcement Service Automatic Trunk Call Booking Service Interactive Commercial Inquiry & Special Services Inquiry Interactive Telephone Connection Booking And Status Enquiry Service .

Data Center LAN E1R 2/E1 PRI CR M CT I Ser ver IV RS IP EP AB X E1R2/E1PRI BSNL PSTN Cloud Call Transfer To Agent WAN Call Center 2 Call Center 1 .

Resource allocation management. Authentication. GSM CRM etc. User access privileges management etc. Account access management. existing web portal. Authorisation. .Web Self Care (WSC) • • • • • • A one-stop facility (web access) to the individual subscribers as well as corporate customers Post a request for activation or deactivation of a service Electronic Bill presentment and payment Trouble Ticketing Integration with CRM. Data encryption. Logging and monitoring all system access.

Creation of one bill for corporate customers with bulk discounting Process one payment against the single corporate bill and do end to end accounting for all electronically stapled bills taken from other billing systems. • • • .Electronic Stapling • Single bill for corporate customers as well as individual customers covering multiple services provided across different geographic locations in India. Work in conjunction with other Billing systems.

North DC will be DR for West DC and vice versa South DC will be DR for East DC and vice versa The degradation of performance for the applications failing over to the DR site is permitted up to 50% Collection servers of mediation system shall have 100% redundancy to take care of both sites Possible to update the secondary by the Primary on line or at configurable intervals in steps of at least 15 minutes. .Disaster Recovery – – – – – – An event that makes the continuation of normal functions of a data centre impossible.

BB. Application offers operations/control/visibility at Zonal level with flexibility to manage even at SSA level. Web. Unified Database model which avoids redundancy of tables in multiple Databases. Mail. CSR. Service Requests and Analysis for all product lines like LL. Sales. Orders. crosssell/up-sell and serve better • • • • • . Sophisticated End-to-end integrated solution incorporating Industry standard Best Practices with customer/employee appealing GUI for Ease of use which enhances Customer Experience & Satisfaction 360° Customer View to proactively plan campaigns. there by improving over all Performance. Facility for Customers to manage their accounts/services thru various Channels like Phone. Leased Lines etc.CRM Features • Single Platform for all CRM related activities like Marketing.

E2E functionality for Corporate Customers.CRM Features • • • • Integrated view for Customer Care and Bill View/Payment which gives complete account profile. Automated and well-structured workflow processes (provisioning/escalations/ complaints) reducing manual interventions there by avoiding delays/errors with time/event triggered Alerts. Aiding business decisions with predictive as well as historical analysis for managing Churn and planning Retention Campaigns • • . Closed-loop Marketing Processes by optimizing resources/budget and integrated with executing points. Minimal effort to configure/revert back products and packages Knowledge base to maintain Customers’ Complaint history and resolutions.

CDR based billing Near real time rating Support for complex discounts Aggregate usage rating Complex tax requirements .• • • • • • • • Billing Features Convergent billing Ease of configuring plans Integration with other systems like CRM. Bill formatter etc.

Provisioning Features • • • • • • • • Customer related services can be activated instantaneously on different network elements. Flexible in defining new provisioning workflows Highly scalable system Optimized performance . Physical and logical network inventory details are maintained in centralized database. Switch activation is fully automatic Line testing is completely automatic Offers a uniform interface to the service order management application.

Recon between billing systems. NE and customer address. MP. – – – .Data Migration – – – Finalization of all closed cases Thorough review of outstanding – write off fictitious outstandings. MDF particulars. switches wrt working. Verification of data related to service connections. TAC members. Customer inventory wrt Outdoor details. PCOs. plan code. Deposits – recon between amount available vs category code. closed and DNP connections. VIP connections.

Present Status of West D. SRS documents are being finalised by C.C.O. .        Civil and Electrical works are completed except for BMS room All Hardware has been received (except for CES and MTE) All Software have been received (except for DQ) Servers and storage equipments are physically installed UPS and Batteries are physically installed One set of UPS and batteries shall be ready for A/T by 7th June.

Connectivity of DC .

1 No for CDR collection and 1 No for DR B) 2 STM-1 Links to Mumbai via MHS i.e..e. 1 No for CDR collection and 1 No for DR C) 2 STM 1 Links to Chinchwad Tax for IVRS .. 2 Nos for Internet.Connectivity Requirement for POC phase CDR STM 1 Link for CDR Backbone Router DR Backbone Router NIB MKR STM 1 Link for DC STM 1 Link for CDR STM 1 Link for DC Via MPLS Chandigarh Data Centre Mumbai Via MHS(WTR) Internet Router Summary of Requirement STM 1 Link STM 1 Link NIB MKR DataCentre Pune Internet Router IVRS STM 1 Link STM 1 Link TAX Chinchwad A) 4 STM-1 Links to MKR i.

.e. 1 No for Internet. 1 No for CDR collection and 1 No for DR B) 1 STM-1 Link to Chinchwad Tax for IVRS .Immediate Requirement for Data Centre STM 1 Link for DC Backbone Router NIB MKR Via MPLS Chandigarh Data Centre Backbone Router STM 1 Link for DR Internet Router DataCentre Pune NIB MKR STM 1 Link Internet Router IVRS STM 1 Link TAX Chinchwad Summary of Immediate Requirement A) 3 STM-1 Links to MKR i.

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