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Call Center Management

SYNOPSIS The project Call Center Management automates the operations of a call center by giving replies to the customers queries. By adding more entries to the data base store the application can respond to more number of queries from the customers. The importance is given on giving correct reply to the input queries. The process of the call center management can be easily e!plained by means of the "ata #lo$ "iagram. The project gets the queries from the various customers and stores them in a centrali%ed data store. &hen there are number of queries the queries are stored up in a queue and then the queries are processed one by one. There are separate bloc's called data recogni%er for recogni%ing the data i.e. queries and data interpreter for interpreting those queries. The input query from the customer is first recogni%ed by the data recogni%er by comparing $ith the entries in the data base store. (n the database the solution for each and every query is stored and maintained. Then it is interpreted as $hat type of query it is and ho$ it should respond to the query. The input query is compared $ith the queries in the database store. The solution for the input query is founded. The information service s$itch s$itches the application bet$een different type of distributed services. The final result the reply to the customers query is obtained at the end. The project is developed in the environment of .)*T. The server side scripting for the $ebsite is done through +,-.)*T client presentations do net through .TM/ and 0B ,cript $ith data stored in ,1/ ,*20*2 database

1. INTRODUCTION
1.1 PROJECT OVERVIEW The project Call Center Management automates the operations of a call center by giving replies to the customers queries. By adding more entries to the data base store the application can respond to more number of queries from the customers. The importance is giving correct reply to the input queries. + mail service is provided to send information from the call center e!ecutive to the customer. (n turn customer can also send mails to the company regarding the clarification of their doubts about the product details and the company details.This project has 3 modules. These are Chat services Mail services CHAT SERVICES Chat application help to the company to provide a source of directly solving the entries of the customer through the call center e!ecutive. &hen ever the customer call the server name and put for the some queries these calls are directed to$ards the e!ecutive $ho in turn chat $ith customer and clear the queries. (t involves the follo$ing sub modules +dministrator /evel *!ecutive /evel Customer /evel MAIL SERVICES The mail services is provided to the customer and the call center administrator to communicate bet$een them. The company should also send customer during the features added to the e!isting product and price variation regular fashion. (t involves the follo$ing sub modules. mail to in a

Compose (nbo! 1.2 EXISTIN SYSTEM The organi%ation maintains their e!isting application in 0isual basic and data in M, +ccess tables. This application can not be $or'ed out by their product interested customer residing at their remote location. This application is effective in a /+) net$or' and not suited for internet application. ,ome of the processes are performed manually. The organi%ation has no suitable application for maintaining the $hole set of the business operation. Thus it ta'es more time $hen the process is performed manually. 1.! LIMITATION O" EXISTIN SYSTEM

"ifficulty in global updating "atabase tables are not normali%ed. ,ystem is insecure. Time consumption is high. 1.4 PROPOSED SYSTEM The proposed system solves the dra$bac' of the e!isting system and $or's satisfactorily. The proposed system is a good management information system. The proposed system is supposed to handle as many number of customer as possible in any particular time. The mail service is also provided to have a communication bet$een the call center e!ecutive and the customers. The customer queries should be periodically referred and the solution should be provided quic'ly.

ADVANTA ES (nformation are generated about the communication bet$een the administrator and the customer and supplied to the top management. &eb-ages developed are validated at both the server side as $ell as the client side. ,eparate tables are used to store separate information

"ata manipulation is easily done.

#. SYSTEM SPECI"ICATION

#.# HARDWARE RE$UIREMENTS C-4 2+M 8eyboard Mouse Monitor .ard "is' #loppy "is' 5 5 5 5 (ntel -entium6Celeron -rocessor. 73MB 2+M or higher. 9:9 8*;, 8eyboard. ,erial Mouse.

5 0<+ Color "isplay Monitor. 5 3 <B or highe 5 9.== MB

#.! SO"TWARE PRO"ILE

ASP.NET +,-.)*T is a unified $eb development platform that provides the services necessary for developers to build enterprise>class $eb applications. &hile +,-.)*T is largely synta! compatible $ith +,- it also provides a ne$ programming model and

infrastructure that enables a po$erful ne$ class of applications. ;ou can feel free to augment your e!isting +,- applications by incrementally adding +,-.)*T functionality to them. +,-.)*T is a compiled .)*T based environment? you can author applications in any .)*T compatible language including 0isual Basic C@ and Ascript.)*T. +dditionally the entire .)*T #rame$or' platform is available to any +,-.)*T application. "evelopers can easily access the benefits of these technologies $hich include a managed Common /anguage 2untime environment type safety inheritance and so on. +,-.)*T has been designed to $or' seamlessly $ith &;,(&;< .TM/ editors and other programming tools including Microsoft 0isual ,tudio .)*T. "eat%re& '( ASP.NET "evelopers can choose from three programming models $hen creating an +,-.)*T application or combine these in any $ay they see fit. &eb forms allo$ you to build po$erful forms>based $eb pages. &hen building these pages you can use $eb forms controls to create common 4( elements and program them for common tas's. These controls allo$ you to rapidly build up a $eb form out of reusable built>in or custom components simplifying the code of a page. &eb service is a $ay to access server functionality remotely. 4sing services businesses can e!pose programmatic interfaces to their data or business logic $hich in turn can be obtained and manipulated by client and server applications. &eb services enable the e!change of data in client>server or server>server scenarios using standards li'e .TTand BM/ messaging to move data across fire$alls. &eb services are not tied to a particular component technology or object>calling convention. Therefore programs $ritten in any language using any component model and running on any operating system can access $eb services. Both of these options can ta'e full advantage of all +,-.)*T features as $ell as the po$er of the .)*T #rame$or' and .)*T #rame$or' Common /anguage 2untime.

+ll +,-.)*T code is compiled rather than interpreted $hich allo$s early binding strong typing and just>in>time CA(TD compiling to native code to name only a fe$ of its benefits. +,-.)*T provides easy>to>use application and session state facilities that are familiar to +,- developers and are readily compatible $ith all other .)*T #rame$or' +pplication -rogramming interfaces. The .)*T #rame$or' and +,-.)*T provide default authori%ation and authentication schemes for $eb applications. +,-.)*T provides a simple frame$or' that enables $eb developers to $rite logic that runs at the application level. "evelopers can $rite this code either in the global.asa! te!t file or in a compiled class deployed as an assembly. This logic can include application> level events but developers can easily e!tend this frame$or' to suit the needs of their $eb application. +,- application code $ritten in the global.asa file is completely supported in +,-.)*T. ;ou can simply rename global.asa to global.asa! $hen upgrading from +,-. + $eb application consists of a set of $eb pages that are generated in response to user requests. &eb applications are a type of client6server a))l*+at*'n. (n a client6server application a user at a +l*ent computer accesses an application at a &er,er computer. (n a $eb application the client and server computers are connected via the (nternet.

MICROSO"T INTERNET IN"ORMATION SERVER -IIS.


The Microsoft (nternet information server C((,D is a secure high>speed information publishing system that runs on &indo$s 3::: server computers. (t is designed for publishing on the (nternet or on internal net$or's. ((, is highly e!tensible through the use of both common gate$ay interfaces CC<(D and (nternet server application>programming interface C(,+-(D . The application runs on the server computer under the control of /e0 &er,er soft$are. #or +,-.)*T $eb applications the server must run Microsofts $eb server called

Internet In('rmat*'n Ser,er1 'r IIS. The $eb server must also have Microsofts .)*T #rame$or' installed. &eb applications built $ith other technologies Csuch as A,- or Cold #usionD often use +pache rather than ((, and do not need the .)*T #rame$or' S$LSERVER Microsoft and ,ybase teamed up to create ,1/ ,erver. (t ran only on (BMs E,63 operating system platform. +fter release of version F.G Microsoft and ,ybase separated and ,1/ ,erver made its progress into the competitive mar'et. ,1/ ,erver F.G the earlier mainly focused on database design and implementation. The /atest version H is a significant release of ,1/ ,erver. (n the version t$o major changes have been made. )e$ ,erver architecture (nclusion of graphical tools li'es &eb +ssistant &i%ard "ata Transformation services. .o$ever the ne$ version maintains +),( standards and F.! compatibility. ,1/ ,erver is an ,1/>compliant 2"BM,. ,1/>complaint means it uses the +),( version of ,tructured 1uery /anguage C,1/D. ,1/ is a set of commands that allo$s you to modify or retrieve information from the database. The +),( and (nternational ,tandards Ergani%ation have defined various standards for ,1/. Most Modern 2"BM, products have their o$n dialect of ,1/. #or e!ample Eracle has -/6,1/. ,1/ ,erver supports ,1/>I3 standards. (t uses a version of ,1/ called Transact> ,1/. Client6,erver means that ,1/ ,erver is designed to store data in the central location Cthe serverD and it can be shared on demand to numerous other locations CThe clientD. ,1/ ,ever is also a 2elational "atabase Management ,ystem. Un2er&tan2*ng Relat*'nal (eat%re& '( S$L SERVER

In('rmat*'n Re)re&entat*'n (n ,1/ ,erver data is represented in terms of ro$s and columns of a table. "ata ,tored as a table can be easily visuali%ed because $e encounter data stored in tables in everyday life. #or e!ample train or plane schedule can be referenced as a table. Un*3%e De(*n*t*'n '( R'/& The relational model requires each ro$ to be uniquely defined by at least one or more columns of a table. The unique ro$ requirement ensures that each ro$ in the table can be accessed and changed independently from other ro$s of a table. (t means a change made to a ro$ in the table does not affect the other ro$s. (n 4nique "efinition of 2o$s $e can ma'e each ro$ of a table unique by using a feature called a constraint $hich is a property that can be placed on a column or set of columns in a table. S4&temat*+ treatment '( N%ll ,al%e& ,1/ ,erver li'e most 2"BM, treats )ull values Jeros and blan's differently. &hile creating a table one can specify $hether a field allo$s )ull values or not.

H*g5 Le,el U)2ate1 In&ert an2 Delete (n ,1/ ,erver if a record is updated or deleted in a master table the corresponding record in the other table is also updated or dropped this process of ensuring that corresponding records of related tables are maintained to 'eep the relationship intact is called 2eferential (ntegrity. $UERY "UNDAMENTALS Ence the data is entered in ,1/ ,erver database you need to have a $ay to retrieve it to change it to add or insert ne$ data or to delete e!isting data. (n ,1/ ,erver a data that is stored across tables in one or more databases can be combined using a query.

1uery is a request for data stored in ,1/ ,erver database. Basically it is a specific demand from the user for retrieval modification or deletion. 1uery is fired by the user and is processed by the ,1/ ,erver .These are different $ays of accessing the information in ,1/ ,erver5 Transact ,1/ is one of them. TRANSACT6S$L PRO RAMMIN LAN UA E

There are several methods of programming ,1/ ,erver applications. Transact>,1/ is the ,1/ database language used by the ,1/ ,erver. Client applications use this language to communicate $ith the ,1/ ,erver. Transact>,1/ is used to create and manipulate database objects as $ell as for inserting selecting and updating data. Transact>,1/ is a standard language for communication bet$een the ,1/ ,erver and the application. The Transact>,1/ language is an enhancement to ,tructured 1uery /anguage C,1/D the +),( standard relational database language. (t provides comprehensive language for defining tables inserting deleting updating and accessing the data in the table. Element& '( Tran&a+t6S$L The elements of Transact>,1/ are as follo$s5 "ata "efinition /anguage C""/D "ata Manipulation /anguage C"M/D "ata Control /anguage C"C/D MICROSO"T S$L SERVER TOOLS *nterprise Manager 1uery +naly%er Enter)r*&e Manager ,1/ ,erver *nterprise Manager is a graphical tool that allo$s easy configuration and management of Microsoft ,1/ ,erver and ,1/ ,erver objects. *nterprise Manager can be found in ,1/ ,erverH program group. ,1/ ,erver *nterprise Manager can also be used to5 Manage /ogins permissions and users

Create "atabase Ta'e bac' up of database and transaction logs Manage Tables $%er4 Anal47er The ,1/ ,erver 1uery +naly%er allo$s you to create adhoc queries and run them interactively. The 1uery +naly%er also has a color>coded editor to assist the user $ith chec'ing of synta!. (t also has conte!t sensitive help. V8 SCRIPT ,cripting language used mostly at the client level $hich have the capability of creating dynamic $eb pages. The essential need of 0B,cript is due to the follo$ing requirements 9.user interaction 3.data validation 7.client side utility "EATURES a. (nterpreted language b. Ebject oriented support c. -rovides procedural capabilities d. &or's on event driven model e. *mbedded $ithin M/ format f. &or's on "EM C"ocument Ebject ModelD ELEMENTS O" V8 SCRIPT a. 0ariable b. +rrays c. Control statements d. #unctions e. Ebjects f. *vents

To program $ith +,-.)*T 0B ,cript is probably the most common language. 0B ,cripts only has one data type the variant data type. The variant is used because of its fle!ibility $ith all data types. The variant data type is unique in the sense that the variant actually changes behavior depending on the type of data it is storing. The variant uses subtypes to provide some optimi%ation and data type specific functionality. The subtype information is sho$n in follo$ing table.

!.SYSTEM ANALYSIS AND DESI N

!.1 DATA "LOW DIA RAM

E9e+%t*,e 1

Re)l4 t' +%&t'mer 3%er4

C%&t'mer re+'gn*7e 3%er*e& r

Data

Central*7e2 2ata &t're

In('rmat*'n Ser,*+e S/*t+5

Data Inter)rete r

E9e+%t*,e #

Re)l4 t' +%&t'mer 3%er4

7.3 "+T+B+,* "*,(<)


CALL CENTER MASTER "*el2 Name Cid Ccname Mail (d -h De&+r*)t*'n Call center id Call enter name Mail(d -hone T4)e 0archar3 0archar3 0archar3 0archar3 S*7e 3G 3G 3G 3:

Mob #a! +dd

Mobile #a! +ddress

0arChar3 0arChar3 0arChar3

3: 3: 3:

COMPANY MASTER "*el2 Name Cid Cname Contper -h *mail Mob #a! +dd De&+r*)t*'n Company (d Company name Contact -erson -hone *mail Mobile #a! +ddress T4)e 0archar3 0archar3 0archar3 0archar3 0archar3 0archar3 0archar3 0archar3 S*7e 3G 3G 3: 3G 7: 3: 9: 9:

EXECUTIVE MASTER "*el2 Name Ccid *id *name /ogin (d -$d ,'ill,et ,e! -h +dd De&+r*)t*'n Call Center (d *!ecutive (d *!ecutive )ame /ogin (d -ass&ord *!ecutive ,'ill set ,e! -hone +ddress T4)e 0archar3 0archar3 0archar3 0archar3 0archar3 0archar3 0archar3 0archar3 0archar3 S*7e 3G 3: 3G 3G 3: 3G 9: 9: 3G

CUSTOMER MASTER "*el2 Name Cust (d Cust )ame Cu(d Cp$d -h *mail +dd De&+r*)t*'n Customer (d Customer )ame Customer user (d Customer -ass$ord -hone *mail +ddress T4)e 0archar3 0archar3 0archar3 0archar3 0archar3 0archar3 0archar3 S*7e 9: 3: 3: 7: 3G 3G 3G

CUSTOMER RE$UISTION "*el2 Name 1no 1date 1customer 1e! 1ue +ns De&+r*)t*'n 1uery no 1uery "ate 1uery from Customer 1uery to *!ecutive 1uery 1ue +ns$er T4)e )umeric "ate6Time 0archar3 0archar3 0archar3 0archar3 S*7e 7: 3: 3: 7: 7: 7:

EXECUTIVE STATUS "*el2 Name Ceid /ogined De&+r*)t*'n Customer *!ecutive (d /ogined T4)e 0archar3 0archar3 S*7e 3G 3G

#ree

#ree MAILS

0archar3

3G

#ield )ame Mno M"t Mto ,ub Messge 0std

"escription Mail )o Mail "ate Maill to ,ubject Message 0isited

Type )umeric "ate6time 0archar3 0archar3 0archar3 0archar3

,i%e 7: 3G 3: G: G: 3:

PRODUCT MASTER "*el2 Name ,id -id -name Cont(d 4om 2ate "esc De&+r*)t*'n ,upplier (d -roduct (d -roduct name Contact (d 4nit of Month 2ate "escription T4)e 0archar3 0archar3 0archar3 0archar3 )umeric )umeric 0archar3 S*7e 3G 3G 3: 3G 3: 3: 3:

SUPPLIER MASTER "*el2 Name ,id ,name Com)ame De&+r*)t*'n ,upplier (d ,upplier )ame Company name T4)e 0archar3 0archar3 0archar3 S*7e 3G 3G 3:

-h *mail Mob #a! +dd

-hone *mail Mobile #a! +ddress

0archar3 0archar3 0archar3 0archar3 0archar3

3G 3: 3: 3: 3:

!.! INPUT DESI N The required inputs are stored in the form of tables. They may be numeric and alphanumeric. The relationships are created $ith in the tables to access the data efficiently and effectively. Menu is used to select different options. *ach and every option has its o$n input screen. (nput screen should have the title and the required variable used to produce the result. The input screen should be user friendly so that every one can access the options $ithout having the complete system 'no$ledge. "uring each entry of input data guidelines are provided to the user to avoid incorrect and inaccurate data entry. (nput design is the process of converting the user originated inputs to a computer>based format. (n the system phase the e!pended data flo$ diagram identifies logical data flo$s data stores sources and destinations. (nput data are collected and organi%ed into groups of similar data. Ence identified appropriate input media are selected for processing. !.: OUTPUT DESI N The output information must be provided in such a format that the people can understand. +fter analy%ing the operations of the systems. (n addition to this these outputs may be in a format suitable to input for subsequent processing. Computers output is the most important and source direct source of information to the user. *fficient intelligible output design should improve the systems relationships $ith the user and help in decision ma'ing. The standards for printed output suggest the follo$ing5

<ive each output a specific name or title. -rovide a sample of output layout including areas $here printing may appear and the location of each field. ,tate $hether each output field is to include significant %eros spaces bet$een fields and alphabetic or any other data. ,pecify the procedure for providing the accuracy of output data.

:.IMPLEMETATION
The implementation phase of soft$are development is concerned $ith translating design specifications into source code. The primary goal of implementation is to $rite source code and internal documentation so that conformance of the code to its specifications can be easily verified and so that debugging testing and modification are eased. This goal can be achieved by ma'ing the source code as clear and straightfor$ard as possible. +ccomplishing the follo$ing tas' of t$o phases does the project implementation

-hase (
*stablishing a &indo$s 3::: server (nstalling the 0isual ,tudio.)et Configuring ((, G.: ,etting up the virtual path for the call center site 4ploading the physical .asp! files in to the site. *stablishing the call center utility ,tarting the $eb services -roviding a security through server login authentication

-hase ((

,etting up a client machine for bro$sing through the site *ntering the 42/ in the $eb bro$ser Ma'e the client to go through the call center site /ogin in $ith admin user in the call center utility <overn the application and the net$or' services

;.TESTIN
,oft$are testing is an important element of the soft$are quality assurance and represents the ultimate revie$ of specification design and coding. The increasing feasibility of soft$are as a system and the cost associated $ith the soft$are failures are motivated forces for $ell planned through testing. Te&t*ng O0<e+t*,e& These are several rules that can save as testing objectives they are5 Testing is a process of e!ecuting program $ith the intent of finding an error. + good test case is one that has a high probability of finding an undiscovered error. Te&t*ng )r'+e2%re& ('r t5e )r'<e+t *& 2'ne *n t5e ('ll'/*ng &e3%en+e ,ystem testing is done for chec'ing the server name of the machines being connected bet$een the customer and e!ecutive.. The product information provided by the company to the e!ecutive is tested against the validation $ith the centrali%ed data store. ,ystem testing is also done for chec'ing the e!ecutive availability to connected to the server. The server name authentication is chec'ed and availability to the customer -roper communication chat line viability is tested and made the chat system function properly. Mail functions are tested against the user concurrency and customer mail date validate.

Un*t Te&t*ng 4nit testing focuses verification effort on the smallest unit of soft$are design module. (mportant of tests and uncovered errors is limited by the constrained scope established for unit testing. (n unit testing each module is tested separately.(n this project $eb page controls are evaluated by unit testing. Integrat*'n Te&t*ng (ntegration testing is a systematic technique for constructing the program structure $hile conducting tests to uncover errors associated $ith interfacing. The objective is to ta'e unit tested modules and build a program structure that has been dictated by design. There are t$o strategies in integration testing. Top>do$n (ntegration Bottom>up (ntegration (n T')62'/n *ntegrat*'n modules are integrated by moving do$n$ard through the

control hierarchy beginning $ith the main control module. 8'tt'm6%) *ntegrat*'n testing begins construction and testing $ith atomic modules. That is modules at the lo$est levels in the program structure. This project follo$s bottom>up integration. Val*2at*'n Te&t*ng 0alidation is the process of evaluating soft$are at the end of the soft$are development process to determine compliance $ith the requirements various validations. (n this project Te!tbo! is the input bo! for getting the userKs inputs. (f the user does not enter the correct data type mismatch data type error $ill be occurred.

=.CONCLUSION
This project Call centre Management has been designed and developed as per the specification. The project is very simple for clear understanding. The code $ritten in this project is very clearer. Many statements that ma'e the code unclear are omitted. The system is tested $ith various sample datas. This pac'age developed is tested $ith sample data $hich $ere to provide the satisfactory results. +fter the system has been implemented the maintenances of the system should be very easy so that the forthcoming changes can be made easily. This has been developed is so fle!ible that the change can be made easily. ,ome of the error handler modules are also used. Thus all this features ma'es the project success.

"UTURE ENHANCEMENT The project feature can be further enhanced $ith all authentication and logon information by encrypting the data $hen transmitted over customer and the te!tile $eb site. (n addition it is possible to configure $indo$s 3::: server net$or'ing for further fire$all security so that all data that passes bet$een a client and server is secured properly. *nhancing various elements $hich are not required for the current set of the business process can further develop the project. (t should be possible to chec' the authentication then there required by any personnel of the Call Center Company. This $ould help in avoiding the non>authenticated users modifying the data improperly.

8I8LIO RAPHY

8OO>S SYSTEM ANALYSIS AND DESI N AN INTRODUCTION TO DATA8ASE MANA EMENT SYSTEM S$L SERVER ?.@ ASP.NET 1.1 SO"TWARE EN INEERIN WE8SITES $$$.asp.net $$$.aspadvice.com m&2n.m*+r'&'(t.+'mBa&)netB 68*)*n C De&a* 6Da,*2 S'l'm'n1Ra4 RanA*n& 68*ll E,<en1 Ja&'n T. R'(( 6R'ger S.Pre&&man 6Ela*& A/a2

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