CDR Based Customer Care and Convergent

Billing

Greetings toCGMs,

SSA HeadsAnd All Senior Officers of

BSNLAnd M/s TCS & M/s HCL

CDR Based Convergent Billing and Customer

Care System

ramchand@bsnl.co.in9490777979

InventoryInventory

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me

r C

are

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sto

me

r C

are

Customer CareCustomer Care

Me

dia

tio

nM

ed

iati

on

BillingBilling

RatingRating

PaymentsPaymentsReport Report

GenerationGeneration

Pro

vis

ion

ing

Pro

vis

ion

ing

DATABASEDATABASE

Printing System/ Printing System/ Print VendorPrint Vendor Payment InterfacesPayment Interfaces

Cr Card/Banks/Chq etcCr Card/Banks/Chq etc..Web Self CareWeb Self Care

Claearing HouseClaearing Houseoror

Other SourcesOther Sources

NetworkNetwork

Self CareSelf CareAAAAAA

SecuritySecurity

• 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 to be selected for all the zones.

• Evaluation under progress

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

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

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

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.

• 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

• 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

• 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

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

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, Shillong, 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

Implementation in two phases

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)

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.

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

EMSServer Management

Event Management

Desktop Management

Database Management

N/W Management

Provisioning

Creation/modification of Subscriber

Assignment of supplementary /value

added services

DQDirectory Printing

Listing Services

Access to Ext Databases

ERS

Report Generation

Alert notifications

Mediation

Collection

Processing

Validation

Distribution

BillingRetail Billing

Web Self Care

Content Billing

Agents Comm.

Corporate Billing

Order Management

Bill Info

CRMWork Flow Process mgt

Sales & Ordering

Compliant Handling System

Trouble Ticketing

N/W InventoryOrders

IVRS

IVRSCall Center

IVRS

Data Warehouse

Print Shoppe

Num. Portability

Legacy System

Financial SystemAccounts Payables/

Receivables

General Ledger

Bank/Payment Gateway

Clearing House

3rd Party Taxation

IN Services

SMS Server

Email Server GIS

3rd Party Credit Checking

Agency

DSS

Revenue Assurance Program

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

Summarized Schedule of Requirement

North-westApplication Software Server Type Network Component

Billing Solution(Convergys) DC Class Servers Exchange Router

Mediation (INTEC)Blade/Midrange Server Managed Exchange Ethernet

Switch

Provisioning (Clarity) Stand-Alone Servers Ethernet Extender

EAI (Oracle Fusion ware) Security Component Remote Router

EMS (HPOV) Data Center Firewall (Nortel) Ethernet Hub

CRM (MySAP) Intrusion Detection System Aggregation Router

Web Self Care (MySAP) Network IDS, Host Based IDS Central Router

DQ (BTS Logic) Anti-Virus System Backbone Router

Oracle RDBMSVulnerability 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 System Internet 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

Summarized Schedule of Requirement – South East

Application Software Server Type Network Component

Billing Solution(CSG) DC Class Servers Exchange Router

Mediation (CSG)Blade/Midrange Server Managed Exchange Ethernet

Switch

Provisioning (Clarity) Stand-Alone Servers Ethernet Extender

EAI (Oracle Fusion ware) Security Component Remote Router

EMS (HPOV) Data Center Firewall (Nortel) Ethernet Hub

CRM (Siebel) Intrusion Detection System Aggregation Router

Web Self Care (Siebel) Network IDS, Host Based IDS Central Router

DQ (BTS Logic) Anti-Virus System Backbone Router

Oracle RDBMSVulnerability 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 System Internet 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

Collection Methodology of CDRs

Backbone Router Backbone

Router

E3/STM-1 E3/STM-1

Data Center

FirewallFirewallEthSWITCH

NIDS

Mediation System

SSA

E1

AggregationRouter (Optional)

NIB – MPLS VPNNetwork

Edge Rtr

E1

Edge Rtr

Edge Rtr

Edge RtrEdge Rtr

Edge Rtr

Aggregation Router(Optional)

E1

PSTNSwt.

LE Router

Local ExchangeE1

LE Router

PSTNSwt.

Call Made

Call Received

Call Complete

d

CDR Generated

MTE

CDOT

CES

CDRCollector

RAS AAA

Ethernet Switch Type 2

NIB-II MPLSNetwork

InternetInternet 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 FarmDC Class and Blades

Data Center Network Overview

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 9 9

33

TUMKUR

SSA

MANBLR

MANG

ALORE

SSA

CHICKMAGLURSSA

BLR MAN

Exchange Level Connectivity

MAN

33

NIB-2 Edge Router

Exchange Router (no. of routers)

9 E1 link (no. of links)

Typical Exchange Router Connectivity 9 9

33

TUMKUR

SSA

MANBLR

MANG

ALORE

SSA

CHICKMAGLURSSA

BLR MAN

Exchange Level Connectivity

MAN

33

NIB-2 Edge Router

Exchange Router (no. of routers)

9 E1 link (no. of links)

Centralrouter

Typical Exchange Router Connectivity

BA

NIB-2 Edge Router

Exchange Router

E1 link

Aggregation Router

Exchange Level Connectivity (through Aggregation Router)

Zone-wise Exchange Router –NIB-2 Connectivity

NIB-2 Network

6

6

7

7

9

99

9

24

26

35

35

15

15

60

9

9

36

9

9

36

11

11

41

77

28

8

8

31

7

7

27

KOLDUR

CTDKOL

BERHSURIASAN

NAGAKAMRSILC

SIL

JAM

RAN

GUW

DIM

PAT

MIDN, BANKPURU, KRIS

BALA, JALPGANG, DARJCOOC, MALD

NAGA, MANIMIZO, TRIP

MEGH, ZERO

JORHTINSA&N

BONGTEZ

SHI

MONG, GAYA,SASA, CHAP,PATN, ARRAHAJI, SAMA

BEGU

DALT, HAZARANC, DEOGDHAN, JAMS

BETT, MOTIMUZA, DARBSAHA, KISHKATI, BHAG

CDR Billing Network - East Zone

5

5

6

6

1924

7

725

SUND, SAMB,BALA

BALA, BARI

BERH, KORAPHUL, BHAW

CUTT,DHEN,BHUB

BHUB

Zone-wise Exchange Router –NIB-2 Connectivity

29

27

29

26

33

45

28

45

20

25

24

24

21

11 25

20

25

15

BLR

HUB

VIJA

VISA

CUDD

MYS

BEL

MLR KAKI

HYD

HYDNALA

GUNTVIJA

MEHBSANG

VIZISRIK

RAJAVISA

ELLUKHAM

WARAKARI

ANANKURN

CHITCUDD

NELLONGO

NIZAADIL

BANGKOLA

TUMKMANG

SHIMKARWDEVE

MYSOHASSMANDKODU

DHARBELGBELL

BIJARAICGULBBIDA

CDR Billing Network - South-1 Zone

Zone-wise Exchange Router –NIB-2 Connectivity

35

29

46

59

54

35

35

26

2330

2733

RAIB,UNNALUCK

FARR,MAIN

ETAW,ORAI

KHAN,HAMIJHAN

BHANFATE

SHAH,LAKHHARD,SITA

BHAR, GOND,BARA

FAIS,BAST

PRAT,SULT

ALLA JAUN

VARA,MIRZ

GHAZ,AZAM,BALL

GHOR,DEOR

VARA

KANP

ALLA

LUCK

CDR Billing Network - North Zone (UAL, UP-East & UP-West

NOI

37

30

41

MEE

AGR

GAZDEHR, TEHRHARD, SRIN,ALMO, NAIN

SAHA, MUZA,BIJN, GAZI,NOID, BULU

MEER, MORA,RAMP, BARE,

PILI

ALIG, AGRA,MATH, ETAH,

BADA

DEH

35

Zone-wise Exchange Router –NIB-2 Connectivity

ExchangeEthernet Switch

EthernetExtender

EthernetExtender

EthernetHub

E1 Link

ExchangeRouter

PSTNSWITCH

Serial link for CDR

Serial link for ServiceProvisioning

CSRs

CSRs

LOCAL EXCHANGE

Remote Station

Local Exchange ConnectivityE1 Links

Zone-wise Exchange Router –NIB-2 Connectivity

ExchangeEthernet Switch

EthernetExtender

EthernetExtender

EthernetHub

E1 Link

ExchangeRouter

PSTNSWITCH

Serial link for CDR

Serial link for ServiceProvisioning

CSRs

CSRs

LOCAL EXCHANGE

Remote Station

Local Exchange ConnectivityE1 Links

RemoteRouter

NIB-2 Network

1118

16

13

16

13

18

11

10

10

11

11

16

16

19

29

1823

3417

17

36

14

14

34

1313

29

45

19

19

57

17

1751

14

14 35

3412

12

26

11

11

23

13

13

301212

26

1212

22

13

13

27

15

1527

13 13

26

1313

31

12

12

29

13

1330

BILA, RAIG,SARG, DURG

RAIPSEON, BALAG,MAND, SHAH,JABAL, NARA

DAMO, SAGA, CHATPANN, SATN, REWA

SIDD

SUND, SAMB,BALA

BALA, BARI

BERH,KORAPHUL,BHAW

CUTT,DHEN,BHUB

MAND, JABU, RATLDHAR, UJJA, DEWAINDO, KHAR, KHAN

SHAJ

RAJA, BHOP, VIDIRAIS, ITAR, BETUCHIN, GUNA, SHIV

GWAL, MORE

TONK, SAWAAJME, JAIP

NAGA. JODH,JAIS, BARM,SIRO, PALI

UDAI, BANS,CHIT

BHIL, KOTABHUN, JHAL

SRIG, CHUR,BIKA

SIKA, ALWAJHUN, BHAR

RAIB,UNNALUCK

FARR,MAIN

ETAW,ORAI

KHAN,HAMIJHAN

BHANFATE

SHAH,LAKHHARD,SITA

BHAR, GOND,BARA

FAIS,BAST

PRAT,SULT

ALLA JAUN

VARA,MIRZ

GHAZ,AZAM,BALL

GHOR,DEOR

BHOP

AJM

BHUB

VARA

JABA

INDO

JODH

JAIP

KANP

RAIP

GWAL ALLA

LUCK

CDR Billing Network - Central Zone

Country wide connectivity

Reuse of existing CSR network

Existing network

Centralrouter

To MPLSNetwork

Local exchangerouter

To MPLSNetwork

Reverse Proxy

serversWeb Application

servers

Ethernet

Ethernet

EMS & DNSServers

Billing & Mediation Servers

CRM Servers, IVRS

EAI,DQ,Provisioning& Print Servers

AccessManagment& LDAP(P)Server

LDAP(S)Server

IdentityManagementServers(HA)

Ethernet

Eth. Switch I(Cisco 6509)

Eth. Switch I(Cisco 6509)

Security Servers

AAAServers

Ethernet

Ethernet

Ethernet Segments

WorkStations

CDRCollectors

Eth Switch II(Cisco 2950)

Eth Switch II(Cisco 2950)

WorkstationSwitch

(Cisco 2950)

Ethernet LAN segment

Backbone Router(Cisco 7609)

Backbone Router(Cisco 7609)NIB-2

Network

Firewall

Firewall

Data CenterRouter

(Cisco 7513)

Data CenterRouter

(Cisco 7513)Remote Access

Server(Cisco AS5350)

Remote AccessServer

(Cisco AS5350)

PE

PE

Internet Router(Cisco 7609)

Internet Router(Cisco 7609)

Internet

Firewall

Firewall

PE/Gwy

PE/Gwy

NIDS

NIDS

Ethernet

Ethernet

Data Center Network Architecture

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

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.

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

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

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.

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. 

Directory Enquiry1. Access from Web, SMS and Workstation

2. Flexible and easy to use operator workstation

3. 0.2 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

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

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 • Payment Registration service.

BSNL PSTN Cloud

E1R2/E1PRI

IP

EP

AB

X

Call Center 1Call Center 2

WAN

IV RS

E1R

2/ E1P

RI

Data Center LAN

CR M C

T I

Ser ver

Call Transfer To Agent

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.

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.