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

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

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

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

Benefits of proposed solution

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

Benefits of proposed solution

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

Implementation in two phases

CDR Sub Project Data Center CDR Project POC Phase Roll out Phase

1.1

South

CDR Project 1

4 SSA (Hyderabad, Bangalore, Thiruananthpuram, Chennai,

66 SSAs

1.2

East

CDR Project 1

8 SSA (Kolkata, Patna ,Kamrup, Ranchi, Raipur, Agartala, Bhuvaneshwar, Kharagpur)

64 SSAs

2.1

North

CDR Project 2

7 SSAs ( Chandigarh, Ambala, Lucknow , Meerut, Shimla, Dehradun, Jammu )*

79

2.2

West

CDR Project 2

4 SSAs (Kalyan, Ahmedabad, Bhopal, Jaipur)

101

What we are buying in this project

DC class servers Edge class servers Network IVRS, CTI, ACD, IP-EPABX, IP Phones PCs, printers Laptops (for Data centre alone) Physical security (for Data centre alone) UPS(for data centre alone)

What we are buying in this project

Billing, Accounting, Mediation, Provisioning, Bill formatter, RA, CRM, (FRS), IM, DQ, WSC, EMS, EAI, RDBMS, Security systems (Logical), IOBAS and FMS. Services Data centre operation during wty and AMC.

Corporate Billing
Custom integration to synchronize data across zones
NORTH ZONE Invoice for child account2 to South Zone.

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. 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.

Other Billing Systems

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, 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, Door Controller, Smart Card Reader, Rodent Management System

Data Center Router

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

Data Center Network Overview

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

Data Center Network Overview

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

Typical Exchange Router Connectivity

Exchange Level Connectivity (through Aggregation Router)

NIB-2 Edge Router

Aggregation Router

Exchange Router E1 link

Zone-wise Exchange Router NIB-2 Connectivity

CDR Billing Network - 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

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-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). Revenue assurance Mediation Provisioning EAI CRM (Including CHS, WSC, OM and all other related functionalities) Directory Enquiry EMS IOBAS FMS Backup High availability

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

Data centre Servers

Sizing as per ISV recommendation All applications shall fail over on to High availability Server in separate partitions in N+1 configuration Shall be 64 Bit multiprocessing UNIX Servers With minimum 64 cores having at least 1.5 GHz Processing speed. Support multiple partitions with 4 GB DDR2 memory per core At least two numbers of 4 Gbps Fiber Channel adapter. Database partitions shall have minimum of 4 fibre channel adapter per partition.

Edge class Servers

32/ 64 Bit processor of 3.2/ 1.6 GHz based with multiprocessing capabilities Min 2 processors
Min 4 GB DDR2 ECC SDRAM 2 x 72 GB internal SCSI Hard Disk Dual Fibre Channel Ports per shelf for public interconnect to SAN with 1+1 redundancy.

PC based Management Consoles for DC class servers and Edge servers will be connected to the servers using dedicated Ethernet switched network

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

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, existing web portal, GSM CRM etc. Data encryption, Authentication, Authorisation, Account access management, Logging and monitoring all system access, Resource allocation management, User access privileges management etc.

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

Disaster Recovery

An event that makes the continuation of normal functions of a data centre impossible. North DC will be DR for West DC and vice 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.

CRM Features
Single Platform for all CRM related activities like Marketing, Sales, Orders, Service Requests and Analysis for all product lines like LL,BB, Leased Lines etc. Facility for Customers to manage their accounts/services thru various Channels like Phone, Web, Mail, CSR. Application offers operations/control/visibility at Zonal level with flexibility to manage even at SSA level. Unified Database model which avoids redundancy of tables in multiple Databases, there by improving over all Performance. 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, crosssell/up-sell and serve better

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

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

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

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

Present Status of West D.C.

Civil and Electrical works are completed except for BMS room All Hardware has been received (except for CES and MTE) All Software have been received (except for 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. SRS documents are being finalised by C.O.

Connectivity of DC

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., 2 Nos for Internet, 1 No for CDR collection and 1 No for DR B) 2 STM-1 Links to Mumbai via MHS i.e., 1 No for CDR collection and 1 No for DR C) 2 STM 1 Links to Chinchwad Tax for IVRS

Immediate Requirement for Data Centre

STM 1 Link for DC Backbone 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.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