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CDR based Billing and Customer Care System

G.C.Manna.-GM(IT) Calcutta Telephones


Incharge I,O&M-CDR Data Centre, East Zone.
1.0. Introduction : It as !"#$ hen one call %eta&l recor% as sent to %&sput&ng
custo'ers o( Telephone )&lls %eclar&ng a ne era o( Teleco' re*olut&on. +u)scr&)er
controlle% +TD l&ne loc,&ng - unloc,&ng, call %&*ers&on etc. ere 'a%e a*a&la)le to
su)scr&)ers. . Co'puter Centre as set up at Calcutta &n !"#/ here the e0change %ata
tapes are use% to )e sent at en% o( each 'onth (or )&ll&ng an% account&ng purposes. One
&ntranet as %e*elope% a(terar%s h&ch connects to co''erc&al un&ts o( areas an%
pro*&%e )&ll&ng an% custo'er care (ac&l&t&es.
In last couple o( %eca%es, co'puter an% co''un&cat&on technolog&es ha*e un%ergone sea
changes. In(or'at&on &s no a*a&la)le at (&nger t&ps at an1t&'e an% an1here. Cash
'one1 has )een con*erte% &nto %e)&t or cre%&t car%. Internet an% 'o)&le pro*&%e
&n(or'at&on at an1 t&'e. 23&0e%2 &s a 'atter o( past4 2(le0&2 &s present. 2Monopol12 &s a )u55
or%, 26ro'ot&on2 &s 'o%ern. 6a1'ent2 &s ol%, 2prepa&%2 &s ne. 7o 28ocal2 all 2Glo)al2.
Teleco''un&cat&on area has also un%ergone changes. DoT has turne% to 9+78.
Corporate O((&ce ants account&ng on %a&l1 )as&s. It %&s)urses (un% thr&ce a ee,, 'a,es
salar1 pa1'ent through )an,. 9alance 9us&ness +core Car% &ntro%uce% (or 'on&tor&ng
'an poer ut&l&sat&on. :R 6ac,age has )een &ntro%uce% to ,eep trac, o( each e'plo1ee
recor%. 7o, &t ants to ,no &ts %a&l1 re*enue (ro' &ts ser*&ces. Th&s &s onl1 poss&)le
through &nstant collect&on an% 'anage'ent o( call %eta&l recor% (CDR) (ro' each
e0change across the length an% )rea%th o( the countr1 an% &'ple'ent &t through CDR
)ase% 9&ll&ng an% Custo'er Care +1ste' (CC+)2 6ro;ect.
2.0 - +cope : Call %eta&l Recor% (CDR) )ase% on Integrate% 9&ll&ng 6ro;ect o( 9+78.
6ro;ect ! East (Calcutta) an% +outh (:1%era)a%) Data Centre.
6ro;ect < =est (6une) an% 7orth (Chan%&garh) Data Centre.
6ro;ect ! total cost Rs. $<<."$ crores (or East an% +outh Zone ($>? each).
7etor, (or East Zone shall cons&st o( Calcutta Telephones, =est 9engal, 9&har, Or&ssa,
@har,han%, Chatt&sgarh, .ssa'&7E-I C&rcles( Meghala1a, Tr&pura, M&5ora') e0changes
- .ll the Telephone E0changes shall )e connecte% to the Data Centre on l&ne
- .ll the Custo'er +er*&ce Centres shall )e ser*e% (ro' Data Centre.
- Central&5e% Call Centre
East Zone Data Centre &nstallat&on or, &s &n progress at +alt 8a,e Telephone E0change.
..6.O has )een place% &th the *en%or on /
th
@une, <>>A.
3.0. Data collection: -
3.1 Telephone echanges: =hen a custo'er 'a,es a call through telephone e0change, a
CDR &s generate%. Collect&on o( CDRBs o( the e0changes are through CpushB &n certa&n
(.8C.TE8) e0changes an% &n so'e other cases, the1 are CpullB (+IEME7+) through
s'all (&les &n D.<$ (or'at. In case o( E!>9, a 'agnet&c tape e'ulator (MTE) an% (or
CDOT, CE+ &s use% as &nter'e%&ate to con*ert propr&etar1 solut&on to stan%ar% D.<$.
+o'e +IEME7+ e0changes o( Calcutta can pro*&%e Ethernet connect&on %&rectl1.
8ocal E0change Router (8E router) accepts 0.<$ (or'atte% pac,et &ns&%e an I6 pac,et
an% %&spatches to a Central Router through E!. Central router connects to 6E router o(
M68+ )ac,)one through +TM! l&n,s h&ch, &n turn, %&spatches the pac,et at Data
Centre )ac,)one router (or 'e%&at&on an% recor%.
Collection Methodology of CDRs
Backbone
Router Backbone
Router
E3/STM-1
E3/STM-1
Data Center
Firewall
Firewall
Eth
S
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NIDS
Mediation
Syste
SS! E1
Central
Router
NIB MPLS VPN
Network
Ed"e Rtr
STM1
Ed"e Rtr
Ed"e Rtr
Ed"e Rtr
Ed"e Rtr
Ed"e Rtr
Central
Router
STM11
#STN
Swt$
%E Router
%ocal E&chan"e
E1
%E Router
#STN
Swt$
Call
Ma%e
Call
Rece&*e%
Call
Co'plete%
CDR
Generate%
MTE
CD'T
CES
3.2 !"S ser#ers$ I7, 'o)&le, &nternet, 8ease% 8&ne, trun, )oo,&ng,!<DDD,E67,
E6.9D etc. %ata shall )e 'a%e a*a&la)le to Data Centre a(ter 'e%&at&on an% o((l&ne.
3.3 CTD CDR %et&or' $
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10/06/2008
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3.) CTD connecti#ity to CDR data Centre$
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CDR East )one Data
Centre at Salt %ake*
(olkata
ST.1
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(.0 Data Centre $
(.1 Data Centre In1rastructure$
The %ata centre houses F no o( !<$> GE. trans(or'ers su)stat&on. F generators o( $>>
GE. each an% one generator o( !>>> GE. capac&t1 along &th assoc&ate%
s1nchron&sat&on panel supple'ents a)sence o( 'a&ns suppl1. # nos o( H6+ each &th <>>
GE. capac&t1 shall or, &th !>>? re%un%anc1. D.C. suppl1 shall )e use% (or IER+
an% &nter(ac&ng .DM!/ eIu&p'ent (or e0tens&on o( M68+ netor, to %ata centre. !< a.c
earthp&ts an% < %c earthp&ts are use% (or protect&on o( eIu&p'ents. To prec&s&on ac
plants o( <<$ TR capac&t1 shall pro*&%e cool&ng to eIu&p'ents. =or,stat&on area,
netor, 'on&tor&ng area an% H6+ roo' shall )e coole% (or co'(ort ac. The %ata centre
shall )e 'on&tore% through ca'eras an% entr1 shall )e per'&tte% through ph1s&cal access
control s1ste' (6.C+) ,e1 onl1.
+er*er roo' houses F no. I9M 6$"$ an% !! no. :6 +uper%o'e ser&es %ata centre class
ser*ers. +er*ers are clustere% such that the1 are 5one&se %upl&cate% &th th&r% one as
%&saster reco*er1 (or 'ate% %ata centre (+outh (or East an% *&ce-*ersa).=h&le I9M has
)een %es&gnate% (or runn&ng CRM appl&cat&on, J +uper%o'es &ll run )&ll&ng an% other
'&ss&on cr&t&cal appl&cat&ons. .ID E$.F an% :6 H0 E!!.< shall )e the operat&ng s1ste'
(or I9M an% :6 ser*ers respect&*el1.
9es&%es, there are total !A! nos o( :6 6rol&ant rac, ser*ers 'ounte% o*er !< rac,s are
'eant (or runn&ng e%ge appl&cat&ons an% IER+. !F I9M )la%e ser*ers are also house% &n
ser*er roo'.
. 'ult&g&ga)&t CI+CO 8.7 s&tch t1pe /$!F &s the gatea1 (or &nterchang&ng %ata &th
+.7 roo', netor, roo', act&*e )ac,up roo' ele'ents an% operator ter'&nals &th the
ser*ers.
7etor, roo' houses < nos A/!F ser&es CI+CO as )ac,)one routers (or CDR collect&on.
< nos o( CI+CO A/>" routers are (or connect&on to &nternet. One R.+ t1pe CI+CO
.+$$F>+M are also &nstalle% (or acco''o%at&ng !< E! l&n,s (or %&al-&n ser*&ces. :6
R0F//>-F> nos, R0<//>-!$nos an% R0///>-! no ser*ers are use% (or 'e%&at&on an% test
an% %e*elop'ent(T&D).
+.7 roo' has pro*&s&on (or !>$ T9 pr&'ar1 storage *olu'e an% $$ T9 (or < %1na'&c
)ac,up cop&es (hen one cop1 r&tes to %&s, l&)rar1, other cop1 constantl1 gets up%ate%)
J
(J>? o( each t1pe loa%e% no). !#>T9 has )een pro*&s&one% as DR (or south along&th
J> T9 as )ac, up *olu'e.
.ct&*e )ac,up roo' has /JJG9 har% %&s, as 6r&'ar1 an% F<> G9 as DR o( +outh. These
%&s,s are use% as )u((er (or rea%&ng-r&t&ng to act&*e tape l&)rar1 h&ch has ro)ot&c ar's
to p&c,-replace %&g&tal tapes &n %es&gnate% locat&ons o( tape l&)rar1.
7OC roo' shall house to A$K plas'a TE screens at to alls )ac, to )ac, &th
pro*&s&on to acco''o%ate # operators ho &ll )e constantl1 'on&tor&ng status o( each
an% e*er1 no%e(e0change) an% l&n,.
Central )u&l%&ng 'anage'ent s1ste', Intrus&on %etect&on s1ste', *&rus control etc.are
state o( the art (eatures a*a&la)le &n th&s pro;ect.
(.2 Data Centre ser#ices L E0&st&ng e0change pro*&s&on&ng ( e0clu%&ng e0change
'a&ntenance ter'&nals) s1ste', 8ease% 8&ne - E67 ser*ers, +ales - Mar,et&ng +er*ers,
TE.RIT, Co''erc&al 3R+ etc. ( appl&cat&on &th %ata )ase ) shall )e su&ta)l1 loa%e% to
the %ata Centre ser*ers h&ch &ll run on ne plat(or's. Data Centre ser*ers shall ha*e
a%%&t&onal netor, 'anage'ent s1ste' to 'on&tor netor, status o( the hole 5one,
h&ch &ll )e %&spla1e% on to large 6las'a screens. 8oa%&ng an% 'on&tor&ng o( ant&
*&rus so(tare (ro' Data Centre to e*er1 &n%&*&%ual no%e &n the netor, &s poss&)le.
Custo'er Resource Manage'ent (CRM) &s all ne 'o%ule (or co''erc&al an% sales
&ntegrat&on. 9&ll&ng +1ste' &s the sa'e as (or 'o)&le an% (ro' C+G Gennan. :oe*er,
'o)&le CDR shall not )e collecte% on l&ne &''e%&atel1. The s1ste' shall pro*&%e hot
l&ne usage o( lan% l&ne (&nclu%&ng 9roa%9an%) &n(or'at&on4 )ut (or I7, 'o)&le , &nternet,
8ease% 8&ne, E67 etc. regular )&lls shall )e &ssue%. +u)scr&)ers ser*&ce call
(!"A,!"#,!#>>-etc) shall &n&t&all1 )e %&*erte% to IER+ through A$ 6CM channels an%
(urther, on %e'an%, to call Centre h&ch &ll %eplo1 I6-E6.9D an% I6-6hones. . %ata
storage )an, (or hol%&ng a)out A 1ears o( %ata has )een pro*&s&one%. 6ro)a)l1,
centrall&se% 6r&nt&ng o( )&lls together &th electron&c stapl&ng (or all ser*&ces pro*&%e% to
a custo'er shall )e carr&e% out an% %&spatche% through In%&a 6ost. Ela)orate (ac&l&t1 o(
access&ng on account )1 a custo'er, through IER+, e-'a&l, e) page etc. shall )e
a*a&la)le to *&e hot )&ll status.6art pa1'ent an% through IER+,'o)&le,cre%&t car%
poss&)le.
EAI
*2*
%ata Centre S(luti(n Architecture
I$BA'
MTE5
CE'
!u67 Manage6ent
'co8e of 'u88ly
$8tional Co687
'co8e (i6ited to
Integration
C9Dot
$CB
A3E
E%4B
!EA3
E&'D
ETE3
. E''
$thers
EAI
M'
raud Detection
Analysis and
*re:ention
EM'
'er:er Manage6ent
E:ent Manage6ent
Des2to8 Manage6ent
Data;ase Manage6ent
!5& Manage6ent
*ro:isioning
Creation56odification
of 'u;scri;er
Assign6ent of
su88le6entary 5:alue
added ser:ices
D<
Directory *rinting
(isting 'er:ices
Access to E=t Data;ases
ER'
Re8ort ,eneration
Alert notifications
C',
Mediation
Collection
*rocessing
0alidation
Distri;ution
C', -enan Billing
Retail Billing
&e; 'elf Care
Content Billing
Agents Co667
Cor8orate Billing
$rder Manage6ent
Bill
Info
CRM
&or2 lo1 *rocess 6gt
'ales + $rdering
Co68liant Handling 'yste6
Trou;le Tic2eting
!5& In:entory
$rders
I0R'
I0R'
Call Center
I0R'
Data
&arehouse
*rint
'ho88e
!u67 *orta;ility
(egacy
'yste6
inancial 'yste6
Accounts *aya;les5
Recei:a;les
,eneral (edger
Ban25*ay6ent
,ate1ay
Clearing House
>
rd
*arty
Ta=ation
I! 'er:ices
'M' 'er:er
E6ail 'er:er
,I'
>
rd
*arty
Credit Chec2ing
Agency
D''
Re:enue
Assurance
*rogra6
$
).0 9ene(&ts :-
9+78 a%*antages :-
(&) On l&ne 9&ll&ng & .ccount&ng +1ste' (or re*enue reconc&l&at&on on %a&l1
)as&s.
(&&) On l&ne &'ple'entat&on o( 9+78 Tar&(( 6ol&c&es an% 6ro'ot&onal +che'es
throughout the countr1 at the sa'e t&'e. 7o 'anual &nter*ent&on reIu&re%.
(&&&) Data '&n&ng (or A 1ears (or %ec&%&ng 'ar,et&ng strateg1.
(&*) Custo'er pro(&le generat&on an% (le0&)le &'ple'entat&on o( concess&onal
sche'es (ro' Data Centre (or &n%&*&%ual custo'ers.
Custo'er )ene(&ts :-
(&) 6repa&% l&,e en*&ron'ent (or ,no&ng 'eter&ng &n(or'at&on an% account
)alance through IER+ an% =e) +el( care ser*&ces at an1 t&'e.
(&&) 6a1'ent (&nclu%&ng part pa1'ent) (ac&l&t1 through .TMs, 9an,s an% cre%&t
car%s also.
(&&&) One )&ll to &n%&*&%ual custo'er (or all ser*&ces l&,e lan%l&ne, 9roa%9an%,
'o)&le an% other *alue a%%e% ser*&ces. On l&ne 'o)&le )&lls shall )e a%%e% &n
near (uture.
(&*) One )&ll (or all ser*&ces o( Corporate 9us&ness :ouses &nclu%&ng lan%l&ne,
E6.9D, 9roa%9an%, 8ease% 8&ne, E67 & I7 +er*&ces operat&ng throughout
the Zone.
(*) 6ersonal&se% ser*&ces an% sche'es.
(*&) Calcutta Data Centre &s the 9&ll&ng Centre (or all Corporate 9us&ness :ouses
ha*&ng all In%&a presence (or all ser*&ces.
2.0 Conclus&on: The CDR )&ll&ng an% custo'er care s1ste' a%%&ng ne %&'ens&on to
the &ngs o( 9+78. COne custo'er one )&llB &s the 'otto. Our e0changes an%
ser*&ces ha*e un%ergone %ra'at&c &'pro*e'ents. It &s the (&rst s1ste'at&c an%
&ntegrate% approach to &n the heart o( our estee'e% custo'ers &n one han% an%
'o%ern&5e our (&nance an% accounts on the other.
.))re*&at&ons:
CDR Call %eta&l recor%
C+R Custo'er ser*&ce (centre) router
CRM Custo'er Resource Manage'ent
DR D&saster reco*er1
DM D&rector1 EnIu&r1
E.I Enterpr&se .ppl&cat&on Integrat&on
EM+ Enterpr&se Manage'ent +1ste'
Ele'ent Manage'ent +1ste'
ER+ Enterpr&se Resource +1ste'
3M+ 3&nanc&al Manage'ent +1ste'
3R+ 3ault Restorat&on +1ste' (Telephone)
GI+ Geograph&cal In(or'at&on +1ste'
IO9.+ Inter Operator 9&ll&ng an% .ccount&ng +1ste'
I7 Intell&gent 7etor,
I6 Internet 6rotocol
IER+ Interact&*e Eo&ce Response +1ste's
M68+ Mult&protocol 8e*el +&tch&ng
MTE Magnet&c Tape E'ulator
7I9 7at&onal Internet 9ac,)one
7OC 7etor, operat&on centre
/
7= 7etor,
6<6 6o&nt to 6o&nt
6+T7 6u)l&c +&tche% Telephone 7etor,
R.+ Re'ote .ccess +er*er
+.7 +torage .rea 7etor,
++. +econ%ar1 +&tch&ng .rea
+TM +1nchronous Trans'&ss&on Mo%e
T9 Tera )1tes (!>>> G&ga91tes)
TC6 Trans'&ss&on Control 6rotocol
T&D Test an% %e*elop'ent
E.+ Ealue a%%e% +er*&ce
E67 E&rtual 6r&*ate 7etor,
D&agra's : IT6C, 6une & IT cell Calcutta.
A