4 4 data centres (Hyderabad, Pune, Chandigarh, Kolkata) Proof Of Concept : 9 monthsRoll out phase; 9 monthsTwo System Integrators2 yrs warranty; 5 yrs. AMCSouth & East – CSG Kenan for billing and mediation.All the operational and business processes are to be integrated to manage entire business of BSNL.
5 Tender divided into two Set of two tenders for servers and software – M/s TCS and M/s HCLThe second tender exclusively for STORAGE.One vendor to be selected for all the zones.Evaluation under progress
6 ASSUMPTIONSSwitches support 100% CDR generation have storage of 7 days CDRsOn-Line data transfer from switches a must.Same billing solution will also support meter based billingProvision of X.25 accessories, software, cable on NT SwitchesAll 256P RAX/512P SBM has to be converted into AN-RAX
7 ASSUMPTIONSMagnetic Tape Emulator (MTE) required for E-10B switches; is part of the tender.Leased line cost on BSNL.15000 sq. ft. Floor Area for each data centerAn all time exclusive IT manpower75% of the CSR equipment through reallocationMPLS based NIB-II network shall be utilised.Setting up call center not part of projectResponsibility of setting up of customer care center with SSAAnti virus for existing PCs and new PCs (procured by SSAs) to be purchased by circles/SSAs
8 ASSUMPTIONS 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
9 Existing SystemTelecom network divided into 331 working zones called SSA.OSS and BSS modules implemented in decentralized mannerNo system to consolidate meter readings at one place .Billing process depends upon collection and transfer of subscriber wise exchange meter reading (OMR and CMR).Deployment of various Integrated packagesFault Repair System (FRS) implemented at exchange level without any interface with billing or commercial systems.SSA wise DQ and exchange wise Interactive Voice Response SystemsNo single data model for Billing, Commercial, Directory enquiry & Fault Repair System.
10 Features of Meter based system Online Recording of metered units with instant unit conversion according to the charge bands, stored in the switch .Limited number of charge bandsCredit limit threshold setting possible for certain percentage of subs.
11 Drawbacks of Meter based system Inflexible billing system.Insufficient call details which can not be used for future processing and analysis.Manual process.Tariff change involves huge effort (logic changes at 331 SSAs)Corporate level data consolidation not possible due to distributed databases.
12 Drawbacks of Meter based system Subscription level fraud – Not possible to rate or impose credit limits against individual subscribersNo standard system for payment and Receivables management.Decentralized database – Can not provide Nation wide customer services over telephone or web like:bill inquirydirectory inquiryconnection status, Complaint Handlinginformation about new/special services etc.
13 Drawbacks of Meter based system Revenue Blockage – New subscribers billing delayed due to manual effort required to update the systemCustomer dissatisfaction – Due to errant billing, inability to provide single bill and detailed billing for local callsChurn analysis not possible hence preventive action ruled outDelayed provisioning procedure thereby hurting BSNL in terms of customer expectation. (Private operators provide connections in matter of hours)Decentralized database – Can not provide Nation wide customer services over telephone or web like:bill inquirydirectory inquiryconnection status, Complaint Handlinginformation about new/special services etc.Offline data transfer of meter readings through tape media:Risk of loss of important billing data.Frequent change of tapes ,costly maintenance and transportation of tape media.
14 Benefits of proposed solution Online mediation of CDRs eliminates the need of bill data transportation, eliminating fraud on this accountProper accounting of payments & receivables for better financial managementStandard and adhoc reporting on all aspects of the businessFacilitate market studies and analyses for forming optimal sales strategies and assess business performance of self and partners, Churn analysis and prevention.Minimization of internal and external fraudsSystem consolidation resulting in reduction of O&M cost.
15 Benefits of proposed solution Move from telephone based system to Customer based systemAccurate and timely invoicing of call details to generate error free billsSupports different tariffs, different Billing cycles, different discounting schemes for different category of subscribers.Pre-paid and Post Paid integration possibleEasy implementation of change in business policies and rules.Host of online services, online query and prompt customer response
17 What we are buying in this project DC class serversEdge class serversNetworkIVRS, CTI, ACD, IP-EPABX, IP PhonesLaptops, PCs, printersPhysical securityUPS(for data centre alone)
18 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).ServicesData centre operation during wty and AMC.IOBAS and FMS.Any other item.
19 Solution Architecture Scope of SupplyOptional Comp.P2PEAIData WarehousePrint ShoppeNum. PortabilityLegacy SystemFinancial SystemAccounts Payables/ ReceivablesGeneral LedgerBank/Payment GatewayClearing House3rd Party TaxationIN ServicesSMS ServerServerGIS3rd Party Credit Checking AgencyDSSRevenue Assurance ProgramScope Limited to IntegrationIOBASIVRSNum. ManagementIVRSCall CenterBillingRetail BillingWeb Self CareContent BillingAgents Comm.Corporate BillingOrder ManagementBill InfoIVRSCRMWork Flow Process mgtSales & OrderingCompliant Handling SystemTrouble TicketingN/W InventoryOrdersMediationCollectionProcessingValidationDistribution5 ESSEWSDC-DotMTE/CESOCBE10BEAIAXENEAXProvisioningCreation/modification of SubscriberAssignment of supplementary /value added servicesERSReport GenerationAlert notificationsDQDirectory PrintingListing ServicesAccess to Ext DatabasesEMSServer ManagementEvent ManagementDesktop ManagementDatabase ManagementN/W ManagementFETEXFMSOthersFraud DetectionAnalysis and Prevention
20 SOUTH ZONE /CENTRAL POINT Corporate BillingCustom integration to synchronize data across zonesRegular bill runs for corporate accounts in their respective zonesTransfer of invoice data to centralized East zoneApplication of bulk discounts and single bill for corporatesUpdate different zones with proportional data.Transfer of payments/adjustments from/to zonesSOUTH ZONE /CENTRAL POINTNORTH ZONEWEST ZONEEAST ZONEInvoice for child account1 to EAST Zone.Invoice for child account2 to EAST Zone.Invoice for child account3 to EAST Zone.
21 Summarized Schedule of Requirement North-westApplication SoftwareServer TypeNetwork ComponentBilling Solution(Convergys)DC Class ServersExchange RouterMediation (INTEC)Blade/Midrange ServerManaged Exchange Ethernet SwitchProvisioning (Clarity)Stand-Alone ServersEthernet ExtenderEAI (Oracle Fusion ware)Security ComponentRemote RouterEMS (HPOV)Data Center Firewall (Nortel)Ethernet HubCRM (MySAP)Intrusion Detection SystemAggregation RouterWeb Self Care (MySAP)Network IDS, Host Based IDSCentral RouterDQ (BTS Logic)Anti-Virus SystemBackbone RouterOracle RDBMSVulnerability Assessment & Policy Compliance SystemData Center Ethernet Switch Type IIVRS (Nortel)Server Access Control System (ACS)Data Center Ethernet Switch Type 2Enterprise Reporting SoftwareUser Management SystemInternet RouterElectronic Stapling (TCS)Security Device Management SystemRemote Access Server (RAS)IOBAS (Intec) & FMS (Neural)RA(Connectiva)Access control System, Door Controller, Smart Card Reader, Rodent Management SystemData Center Router
22 Summarized Schedule of Requirement – South East Application SoftwareServer TypeNetwork ComponentBilling Solution(CSG)DC Class ServersExchange RouterMediation (CSG)Blade/Midrange ServerManaged Exchange Ethernet SwitchProvisioning (Clarity)Stand-Alone ServersEthernet ExtenderEAI (Oracle Fusion ware)Security ComponentRemote RouterEMS (HPOV)Data Center Firewall (Nortel)Ethernet HubCRM (Siebel)Intrusion Detection SystemAggregation RouterWeb Self Care (Siebel)Network IDS, Host Based IDSCentral RouterDQ (BTS Logic)Anti-Virus SystemBackbone RouterOracle RDBMSVulnerability Assessment & Policy Compliance SystemData Center Ethernet Switch Type IIVRS (Nortel)Server Access Control System (ACS)Data Center Ethernet Switch Type 2Enterprise Reporting Software(G1)User Management SystemInternet RouterElectronic Stapling (G1)Security Device Management SystemRemote Access Server (RAS)IOBAS (Intec) & FMS (Neural)RA(Connectiva)Access control System, Door Controller, Smart Card Reader, Rodent Management SystemData Center Router
24 Data Center Network Overview Data Center RouterEthernet Switch Type 2IDSFirewallCDR CollectorEthernet Switch Type 1RASAAAWorkstationsNIB-II MPLS NetworkEthernet Switch Type 2Backbone RouterEthernet Switch Type 2Server Farm DC Class and BladesInternetInternet RouterFirewallInternet/Web Servers
25 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 RLUsAggregation 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
26 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.
40 CDR Data Flow from LE to DC X.25X.25 over IPPSTNExchangeAggregationCentralPSTNMPLS CloudExchangeMPLS-VPNAggregationNOC (DC)NOC (DR)X.25 over IPRemote ExchangeCDR CollectorCDR CollectorX.25
41 CDR Data Flow from LE to DC ExchangeRouter(Cisco 2811)Backbone(Cisco 7609)PE Router(Cisco7613)E1linkData Center(Cisco 7513)PSTNSwitchAggregation(Cisco 7507)NIB-2MPLS VPNNetworkX.25X.25 overTCP/IPIP overMPLS-VPNorIPCDR CollectorsSeraE3 / STM-1 linkGigE10/100EthernetCentralLAN
42 Billing and Accounting Creation and maintenance of tariff plans as per BSNL’s requirementsOrdering of services and activation of billingMaintenance of individual subscriber ledger accountsPayment noting.Maintenance of deposit accountsSubscriber hierarchiesContracts configuration
43 Billing and Accounting Easily configurable rating plansDifferential rating for CUGSpecial Calls, Frequent numbers, Friends and FamilyTariff and product structures flexiblyAbility to assign a unique tariff to each customer or same tariff to a group of customers.Special pricing based on dates to support holiday rates.
44 Billing and Accounting Corporate billingDifferent methods of discountingBilling hierarchiesAbility to provide taxes with respect to all charge typesAd hoc bill (Bill on Demand)Ability to charge late payment fees.Journal Creation and Posting to General LedgerTight integration between the Billing Application and a CRM
45 CRM Order Fulfillment to Billing Customer Call to Problem Resolution Marketing Campaign to Order CaptureIntegration with Order management, billing, CTI and IVRS, Provisioning systems and with all customer related subsystemsIntegration with Complaint Handling systemWorkflowCustomer service through call centre, , SMS, FAX, Web Self Care(WSC), letter
46 MediationCollect, Process and Distribute Call Detail Records (CDRs) in a compatible format to downstream applications.Multiple number of network elements on a centralized basis .OMR, CMR collection if required.Configurable Error detection, correction and management features.Time Gap detection functionalityUser-configurable job scheduling both time and event driven based.
47 Provisioning systemEnable process activation of new subscribers and services in the communications networks in real time.All service provisioning requests made from client applications such as order management or CRM made for a specific subscriber shall result in the service being activated on the network elementsReconciliation between order management, billing and switchSupport the usage of MML commands for Line and Circuit testing.
48 Directory Enquiry Access from Web, SMS and Workstation Flexible and easy to use operator workstation0.2 second average search response timeSupport for 60,000+ call requests during the busiest hourIntegrated support for both ‘white’ and ‘yellow’ pages listingsThe average time an operator shall work on a request for a directory listing is 30 seconds or less.It shall provide the capability to form and print the city wise Directory of all the subscribers.Integrated access to other databases in India
49 Servers Data centre class servers Billing and Accounting (Including Rating, OM (if part of Billing) and all other related functionalities).Revenue assuranceMediationProvisioningEAICRM (Including CHS, WSC, OM (if part of CRM) and all other related functionalities)Directory EnquiryEMSIOBAS ( Optional)FMS (Optional)BackupHigh availability
51 Data centre Servers Sizing as per ISV recommendation All applications shall fail over on to High availability Server in separate partitions in N+1 configurationShall be 64 Bit multiprocessing UNIX ServersWith minimum 64 cores having at least 1.5 GHz Processing speed.Support multiple partitions with 4 GB DDR2 memory per coreAt least two numbers of 4 Gbps Fiber Channel adapter.Database partitions shall have minimum of 4 fibre channel adapter per partition.
52 Edge class Servers32/ 64 Bit processor of 3.2/ 1.6 GHz based with multiprocessing capabilitiesMin 2 processorsMin 4 GB DDR2 ECC SDRAM2 x 72 GB internal SCSI Hard DiskDual 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
53 IVRS Automatic Telephone Fault Booking & Clearance Service Automatic Bill Enquiry & Payment Reminder ServiceAutomatic Changed Number Information & Bulk Changed Number Announcement ServiceAutomatic Trunk Call Booking ServiceInteractive Commercial Inquiry & Special Services InquiryInteractive Telephone Connection Booking And Status Enquiry ServicePayment Registration service.
54 BSNL PSTN Cloud IP EPABX WAN IVRS CRM CTI Server E1R2/E1PRI Call Center 1Call Center 2WANIVRSData Center LANCRMCTI ServerCall Transfer To Agent
55 Security System Physical Security System Logical Security System FirewallNetwork based IDS (Intrusion Detection System) The IDS shall be able to monitor and secure all ethernet LAN segments to which it is connectedHost based Detection System (HIDS) - provides protection at the server level file systemsAntivirus solution shall provide protection for desktopsThe SACS (Server Access Control System) is a centralized system that controls access to the servers, file systems and databases in the Billing data Center.
56 Web Self Care (WSC)A one-stop facility (web access) to the individual subscribers as well as corporate customersPost a request for activation or deactivation of a serviceElectronic Bill presentment and paymentTrouble TicketingIntegration 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.
57 Electronic StaplingSingle 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 discountingProcess 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.
58 Disaster RecoveryAn event that makes the continuation of normal functions of a data centre impossible.North DC will be DR for West DC and vice versaSouth DC will be DR for East DC and vice versaThe 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 sitesPossible to update the secondary by the Primary on line or at configurable intervals in steps of at least 15 minutes.