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CDR Based Customer Care and Convergent Billing Greetings to CGMs, SSA Heads And All Senior Officers of BSNL And M/s TCS & M/s HCL.

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Presentation on theme: "CDR Based Customer Care and Convergent Billing Greetings to CGMs, SSA Heads And All Senior Officers of BSNL And M/s TCS & M/s HCL."— Presentation transcript:

1 CDR Based Customer Care and Convergent Billing Greetings to CGMs, SSA Heads And All Senior Officers of BSNL And M/s TCS & M/s HCL

2 CDR Based Convergent Billing and Customer Care System

3 Inventory Customer Care Mediation Billing Rating Payments ReportGeneration Provisioning DATABASE Printing System/ Print Vendor Payment Interfaces Cr Card/Banks/Chq etc. Web Self Care Claearing House or Other Sources Network Self Care AAA Security

4 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.

5 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 to be selected for all the zones. Evaluation under progress

6 ASSUMPTIONS 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

7 ASSUMPTIONS Magnetic Tape Emulator (MTE) required for E-10B switches; is part of the tender. Leased line cost on BSNL sq. ft. Floor Area for each data center An all time exclusive IT manpower 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

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 System Telecom network divided into 331 working zones called SSA. OSS and BSS modules implemented in decentralized manner No 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 packages Fault Repair System (FRS) implemented at exchange level without any interface with billing or commercial systems. SSA wise DQ and exchange wise Interactive Voice Response Systems No 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 bands Credit limit threshold setting possible for certain percentage of subs.

11 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. Drawbacks of Meter based system

12 Subscription level fraud – Not possible to rate or impose credit limits against individual subscribers No standard system for payment and Receivables management. Decentralized database – Can not provide Nation wide customer services over telephone or web like: – bill inquiry –directory inquiry –connection status, Complaint Handling – information about new/special services etc. Drawbacks of Meter based system

13 Revenue Blockage – New subscribers billing delayed due to manual effort required to update the system Customer dissatisfaction – Due to errant billing, inability to provide single bill and detailed billing for local calls Churn analysis not possible hence preventive action ruled out Delayed 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 inquiry –directory inquiry –connection status, Complaint Handling – information 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. Drawbacks of Meter based system

14 Online mediation of CDRs eliminates the need of bill data transportation, eliminating fraud on this account Proper accounting of payments & receivables for better financial management Standard and adhoc reporting on all aspects of the business Facilitate 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 frauds System consolidation resulting in reduction of O&M cost. Benefits of proposed solution

15 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

16 CDR Sub Project Data CenterCDR ProjectPOC PhaseRoll out Phase 1.1SouthCDR Project 14 SSA (Hyderabad, Bangalore, Thiruananthpuram, Chennai, 66 SSAs 1.2EastCDR Project 18 SSA (Kolkata, Patna,Kamrup, Ranchi, Raipur, Shillong, Bhuvaneshwar, Kharagpur) 64 SSAs 2.1NorthCDR Project 27 SSAs ( Chandigarh, Ambala, Lucknow, Meerut, Shimla, Dehradun, Jammu )* WestCDR Project 24 SSAs (Kalyan, Ahmedabad, Bhopal, Jaipur) 101 Implementation in two phases

17 What we are buying in this project DC class servers Edge class servers Network IVRS, CTI, ACD, IP-EPABX, IP Phones Laptops, PCs, printers Physical security UPS(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). Services Data centre operation during wty and AMC. IOBAS and FMS. Any other item.

19 EAI P2P Solution Architecture IOBAS MTE/ CES Num. Management Scope of Supply Optional Comp. Scope Limited to Integration C-Dot OCB AXE E10B NEAX EWSD FETEX 5 ESS Others EAI FMS Fraud Detection Analysis and Prevention EMS Server Management Event Management Desktop Management Database Management N/W Management Provisioning Creation/modification of Subscriber Assignment of supplementary /value added services DQ Directory Printing Listing Services Access to Ext Databases ERS Report Generation Alert notifications Mediation Collection Processing Validation Distribution Billing Retail Billing Web Self Care Content Billing Agents Comm. Corporate Billing Order Management Bill Info CRM Work Flow Process mgt Sales & Ordering Compliant Handling System Trouble Ticketing N/W Inventory Orders IVRS Call Center IVRS Data Warehouse Print Shoppe Num. Portability Legacy System Financial System Accounts Payables/ Receivables General Ledger Bank/Payment Gateway Clearing House 3 rd Party Taxation IN Services SMS Server Server GIS 3 rd Party Credit Checking Agency DSS Revenue Assurance Program

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

21 Summarized Schedule of Requirement North-west Application Software Server Type Network Component Billing Solution(Convergys) DC Class ServersExchange Router Mediation (INTEC) Blade/Midrange ServerManaged Exchange Ethernet Switch Provisioning (Clarity) Stand-Alone ServersEthernet Extender EAI (Oracle Fusion ware) Security Component Remote Router EMS (HPOV) Data Center Firewall (Nortel)Ethernet Hub CRM (MySAP) Intrusion Detection SystemAggregation Router Web Self Care (MySAP) Network IDS, Host Based IDSCentral Router DQ (BTS Logic) Anti-Virus SystemBackbone Router Oracle RDBMS Vulnerability Assessment & Policy Compliance System Data Center Ethernet Switch Type I IVRS (Nortel) Server Access Control System (ACS) Data Center Ethernet Switch Type 2 Enterprise Reporting Software User Management SystemInternet Router Electronic Stapling (TCS)Security Device Management System Remote Access Server (RAS) IOBAS (Intec) & FMS (Neural) RA(Connectiva) Access control System, Door Controller, Smart Card Reader, Rodent Management System Data Center Router

22 Summarized Schedule of Requirement – South East Application Software Server Type Network Component Billing Solution(CSG) DC Class ServersExchange Router Mediation (CSG) Blade/Midrange ServerManaged Exchange Ethernet Switch Provisioning (Clarity) Stand-Alone ServersEthernet Extender EAI (Oracle Fusion ware) Security Component Remote Router EMS (HPOV) Data Center Firewall (Nortel)Ethernet Hub CRM (Siebel) Intrusion Detection SystemAggregation Router Web Self Care (Siebel) Network IDS, Host Based IDSCentral Router DQ (BTS Logic) Anti-Virus SystemBackbone Router Oracle RDBMS Vulnerability Assessment & Policy Compliance System Data Center Ethernet Switch Type I IVRS (Nortel) Server Access Control System (ACS) Data Center Ethernet Switch Type 2 Enterprise Reporting Software(G1) User Management SystemInternet Router Electronic Stapling (G1)Security Device Management System Remote Access Server (RAS) IOBAS (Intec) & FMS (Neural) RA(Connectiva) Access control System, Door Controller, Smart Card Reader, Rodent Management System Data Center Router

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

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

25 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

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.

27 Typical Exchange Router Connectivity

28 Central router

29 Typical Exchange Router Connectivity

30 Zone-wise Exchange Router – NIB-2 Connectivity

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32

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35 Remote Router

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37 Country wide connectivity

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

39 Data Center Network Architecture

40 MPLS Cloud NOC (DC) AggregationCentral Aggregation NOC (DR) CDR Collector Exchange PSTN Exchange PSTN X.25 over IP MPLS-VPN X.25 over IP Remote Exchange X.25 CDR Data Flow from LE to DC

41 Exchange Router (Cisco 2811) Backbone Router (Cisco 7609) Backbone Router (Cisco 7609) PE Router (Cisco 7613) PE Router (Cisco 7613) PE Router (Cisco 7613) PE Router (Cisco 7613) E 1 l i n k Data Center Router (Cisco 7513) Data Center Router (Cisco 7513) PSTN Switch PSTN Switch PE Router (Cisco 7613) PE Router (Cisco 7613) PE Router (Cisco 7613) E 1 l i n k PSTN Switch PSTN Switch PSTN Switch Exchange Router (Cisco 2811) PSTN Switch Aggregation Router (Cisco 7507) NIB-2 MPLS VPN Network X.25 X.25 over TCP/IP IP over MPLS- VPN X.25 over TCP/IP X.25 or IP CDR Collectors S e r i a l l i n k S e r i a l l i n k E3 / STM- 1 link GigE 10/100 Ethernet PE Router (Cisco 7613) Exchange Router (Cisco 2811) PSTN Switch Central Router (Cisco 7513) Data Center LAN Exchange Router (Cisco 2811) Exchange Router (Cisco 2811) Exchange Router (Cisco 2811) Exchange Router (Cisco 2811) Aggregation Router (Cisco 7507) CDR Data Flow from LE to DC

42 Billing and Accounting Creation and maintenance of tariff plans as per BSNLs requirements Ordering of services and activation of billing Maintenance of individual subscriber ledger accounts Payment noting. Maintenance of deposit accounts Subscriber hierarchies Contracts configuration

43 Billing and Accounting Easily configurable rating plans Differential rating for CUG Special Calls, Frequent numbers, Friends and Family Tariff and product structures flexibly Ability 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 billing Different methods of discounting Billing hierarchies Ability to provide taxes with respect to all charge types Ad hoc bill (Bill on Demand) Ability to charge late payment fees. Journal Creation and Posting to General Ledger Tight integration between the Billing Application and a CRM

45 CRM Order Fulfillment to Billing Customer Call to Problem Resolution Marketing Campaign to Order Capture Integration with Order management, billing, CTI and IVRS, Provisioning systems and with all customer related subsystems Integration with Complaint Handling system Workflow Customer service through call centre, E- Mail, SMS, FAX, Web Self Care(WSC), letter

46 Mediation Collect, 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 functionality User-configurable job scheduling both time and event driven based.

47 Provisioning system Enable 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 elements Reconciliation between order management, billing and switch Support the usage of MML commands for Line and Circuit testing.

48 Directory Enquiry 1.Access from Web, SMS and Workstation 2.Flexible and easy to use operator workstation second average search response time 4.Support for 60,000+ call requests during the busiest hour 5.Integrated support for both white and yellow pages listings 6.The average time an operator shall work on a request for a directory listing is 30 seconds or less. 7.It shall provide the capability to form and print the city wise Directory of all the subscribers. 8.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 assurance –Mediation –Provisioning –EAI –CRM (Including CHS, WSC, OM (if part of CRM) and all other related functionalities) –Directory Enquiry –EMS –IOBAS ( Optional) – FMS (Optional) –Backup –High availability

50 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

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 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.

52 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

53 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 Payment Registration service.

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

55 Security System Physical Security System Logical Security System Firewall Network based IDS (Intrusion Detection System) The IDS shall be able to monitor and secure all ethernet LAN segments to which it is connected Host based Detection System (HIDS) - provides protection at the server level file systems Antivirus solution shall provide protection for desktops The 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 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.

57 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.

58 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.

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