CDR Based Customer Care and Convergent Billing

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

2. CDR Based Convergent Billing and Customer Care System ramchand@bsnl.co.in 9490777979

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

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. • 15000 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. 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. Existing System

10. 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.

11. Drawbacks of Meter based system • 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.

12. Benefits of proposed solution • 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.

13. 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

14. Implementation in two phases

15. 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)

16. 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.

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

18. NORTH ZONE Invoice for child account2 to EAST Zone. WEST ZONE SOUTH ZONE /CENTRAL POINT Invoice for child account1 to EAST Zone. 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

19. Summarized Schedule of Requirement North-west

20. Summarized Schedule of Requirement – South East

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

22. Data Center Network Overview Data Center Router Ethernet Switch Type 2 IDS CDRCollector Firewall Ethernet Switch Type 1 RAS AAA Workstations NIB-II MPLSNetwork Ethernet Switch Type 2 Backbone Router Ethernet Switch Type 2 Server FarmDC Class and Blades Internet Internet Router Internet/Web Servers Firewall

23. 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

24. 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.

25. Typical Exchange Router Connectivity

26. Typical Exchange Router Connectivity Central router

27. Typical Exchange Router Connectivity

28. Zone-wise Exchange Router –NIB-2 Connectivity

29. Zone-wise Exchange Router –NIB-2 Connectivity

30. Zone-wise Exchange Router –NIB-2 Connectivity

31. Zone-wise Exchange Router –NIB-2 Connectivity

32. Zone-wise Exchange Router –NIB-2 Connectivity Remote Router

34. Country wide connectivity

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

36. Data Center Network Architecture

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

38. 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.

39. 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

40. 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

41. 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.

42. 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.

43. Directory Enquiry • Access from Web, SMS and Workstation • Flexible and easy to use operator workstation • 0.2 second average search response time • Support for 60,000+ call requests during the busiest hour • Integrated support for both ‘white’ and ‘yellow’ pages listings • The 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

44. 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

45. 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

46. 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.

47. 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

48. 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.

49. Data Center LAN E1R2/E1PRI IP EPABX E1R2/E1PRI CRM CTI Server IVRS BSNL PSTN Cloud Call Transfer To Agent WAN Call Center 2 Call Center 1

50. 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.