Call Center

Management System
SOFTWARE REQUIREMENTS SPECIFICATION

Author:

Mousumi Borah

Version:

V1.0

Date:

1 November 2019
Call Center Management System Software Requirement Specification

Confidentiality Statement

XYZ Inc. has prepared this document in good faith. Many factors outside XYZ Inc.’s current
knowledge or control may affect the recipient’s needs and project plans. Errors in the document will
be corrected once discovered by XYZ Inc. The responsibility lies with the recipient to evaluate the
document for applicability. The information in this documentation is proprietary, confidential and an
unpublished work and is provided upon recipient’s covenant to keep such information confidential.
Personal Data supplied in this document may not be used for any purpose other than for which it was
supplied. Personal Data may not be transferred to other parties without prior consent of XYZ Inc. In no
event may this information be supplied to third parties without XYZ Inc.’s prior written consent.

The following notice shall be reproduced on any copies permitted to be made:

© XYZ Inc. 2019. All rights reserved.

©XYZ Inc. Page 2 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

CONTENTS

1 Document Control................................................................................................................ 6

1.1 Project Details................................................................................................................... 6

1.2 Document Revision History............................................................................................... 6

1.3 Reviewers & Approvals..................................................................................................... 6

1.4 Distribution List.................................................................................................................. 6

1.5 Associated Documents..................................................................................................... 6

2 Overview.............................................................................................................................. 7

3 Problem Statement.............................................................................................................. 7

3.1 Purpose............................................................................................................................. 7

3.2 Scope ............................................................................................................................... 7

3.3 Out of Scope..................................................................................................................... 7

4 Assumptions, Dependencies, Constraints...........................................................................8

4.1 Assumptions...................................................................................................................... 8

4.2 Dependencies................................................................................................................... 8

4.3 Constraints........................................................................................................................ 8

5 Requirements...................................................................................................................... 9

5.1 Business Requirements.................................................................................................... 9

5.2 References...................................................................................................................... 10

5.3 Applicable Standards...................................................................................................... 10

6 Epic Stories....................................................................................................................... 11

7 User Stories....................................................................................................................... 13

7.1 User Story 1: Statistics Monitor Page..............................................................................13

8 Reference Diagrams.......................................................................................................... 15

8.1 Use Case Diagram.......................................................................................................... 15

8.2 Activity Diagram.............................................................................................................. 15

©XYZ Inc. Page 3 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

8.3 UML Class Diagram........................................................................................................ 15

8.4 Deployment Diagram...................................................................................................... 15

9 Sitemap............................................................................................................................. 16

9.1 Page Descriptions........................................................................................................... 16

10 Wireframes........................................................................................................................ 17

10.1 Homepage: Statistics MonitorSystems Statistics.........................................................17

11 Interfaces........................................................................................................................... 18

11.1 User Interfaces................................................................................................................ 18

11.2 Hardware Interfaces........................................................................................................ 18

11.3 Software Interfaces......................................................................................................... 18

11.4 Parameters...................................................................................................................... 18

11.5 Communications Interfaces.............................................................................................19

12 Non-Functional Requirements........................................................................................... 20

13 Requirements Traceability Matrix......................................................................................21

14 Test Case Scenarios......................................................................................................... 22

15 Terms/Acronyms................................................................................................................ 23

FIGURES

Figure 1 Sitemap................................................................................................................. 16

Figure 2 Wireframe Example: Homepage...........................................................................17

TABLES

Table 1: Project Details......................................................................................................... 6

Table 2: Document Revision History.....................................................................................6

Table 3: Reviewers & Approvals........................................................................................... 6

Table 4: Distribution List........................................................................................................ 6

Table 5: Associated Documents........................................................................................... 6

Table 6: Epic Stories........................................................................................................... 11

©XYZ Inc. Page 4 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

Table 7: User Story 1: Statistics Monitor Page....................................................................13

Table 8: Page Descriptions.................................................................................................16

Table 9: Systems Statistics Page Parameters....................................................................18

Table 10: Terms/Acronym................................................................................................... 23

©XYZ Inc. Page 5 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

1 Document Control

1.1Project Details

Table 1: Project Details

Project Details
Title: BPO Management System Software Requirement Specification
Version: v0.01
Prepared by: Mousumi Borah
Requested by:

1.2Document Revision History

Table 2: Document Revision History

Version Date Reason / Modification Revised by

0.01 5/10/2019 Initial draft Mousumi Borah

1.3Reviewers & Approvals

Table 3: Reviewers & Approvals

Name Organisation Reason

1.4Distribution List

Table 4: Distribution List

Name Organisation Date

1.5Associated Documents

Record details of all documents associated with the Software Requirement Specification which will be
relevant to the Project and delivery. For example, Requirements Traceability Matrix ………etc.

Table 5: Associated Documents

©XYZ Inc. Page 6 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

Ref Document Purpose Owner Author Location

2 Overview

This document contains the problem statement that the current system is facing which is hampering
the growth opportunities of the company. It further lists and briefly describes the major features and
a brief description of each of the proposed system.

The following Software Requirement Specification (SRS) contains the detail product perspective
from different stakeholders. It provides the detail product functions of Call Center Management
System with user characteristics permitted constraints, assumptions and dependencies and
requirements subsets.

3 Problem Statement

XYZ Inc. aims to provide telephonic support 24*7 to customers and prospects who work with them.
They want to build an in-house system which may utilize a third-party service to support this
requirement. The in-house system should include the ability to manage calls through a web
interface and mobile interface. The goal is to provide a seamless experience to who-so-ever calls
us for support with proper routing, guidance, prompt response.

3.1Purpose

The purpose of the document is to collect and analyze all assorted ideas that have come up to
define the system, its requirements with respect to consumers. Also, we shall predict and sort out
how we hope this product will be used in order to gain a better understanding of the project, outline
concepts that may be developed later, and document ideas that are being considered, but may be
discarded as the product develops.

In short, the purpose of this SRS document is to provide a detailed overview of our software
product, its parameters and goals. This document describes the project's target audience and its
user interface, hardware and software requirements. It defines how our client, team and audience
see the product and its functionality. Nonetheless, it helps any designer and developer to assist in
software delivery lifecycle (SDLC) processes.

These requirements are organized by the features discussed in the vision document. Features from
vision documents are then refined into use case diagrams and to sequence diagram to best capture
the functional requirements of the system. All these functional requirements can be traced using
requirements traceability matrix. Test Scenarios are also added.

3.2Scope

This SRS is also aimed at specifying requirements of software to be developed but it can also be
applied to assist in the selection of in-house and commercial software products. The standard can
be used to create software requirements specifications directly or can be used as a model for
defining an organization or project specific standard. It does not identify any specific method,
nomenclature or tool for preparing an SRS.

©XYZ Inc. Page 7 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

3.3Out of Scope

Describe the out of scope of the software functionality to be produced.

©XYZ Inc. Page 8 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

4 Assumptions, Dependencies, Constraints

4.1Assumptions

 The organization and client must have basic knowledge of computers and English Language.
 The computers must be equipped with web browsers such as Internet explorer.
 This application can be run in mobile devices as well.
 The product must be stored in such a way that allows the client easy access to it.
 Response time for loading the product should take no longer than five minutes.

4.2Dependencies

 Provide privacy and security for the documents and client information.
 Handling confidential information and sensitive data often makes call centers targets for secu-
rity attacks. Non-trivial security features like good encryption support are necessary.
 It allows use of multiple-user provisioning and relevant, effective troubleshooting tools.

4.3Constraints

 Although the security is given high importance, there is always a chance of intrusion in the
web world which requires constant monitoring.

©XYZ Inc. Page 9 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

5 Requirements

5.1Business Requirements

XYZ Inc. is seeking to identify a Call Center Management Service that can deliver a complete
contact center solution. The solution should, at minimum, consist of the elements listed below.
Additionally, the solution should be readily configurable, with minimal, if any, development efforts
required.

 Capable of operating 24/7/365

 E-mail response management
 Web chat
 Session recording and transcript mailing
 Self-service Knowledge-base
 Analytics and Quality System
 Routing
 Guidance
 Prompt response
 Visibility of calls
 Management of calls, shifts and data

Optionally include:

 Telephony Infrastructure, including Computer Telephony Integration (CTI)

 Interactive Voice Response (IVR) technology
 Ability to support multi-lingual communications with customers
 Allows for integration with third-party applications such Business Process Management (BPM)
software
 Allows remote access with appropriate permissions and security
 Capable of “warm hand-off” from Contact Center Service Provider’s Tier 1 Customer Service
agents to agents
 Pre-defined report templates for quick report generation with customization
 Enhanced sorting, filtering, and grouping.
 Have a demonstrated ability to provide solutions supporting the following international lan-
guages:

 English
 French
 Mandarin
 Russian
 Spanish

©XYZ Inc. Page 10 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

 Must utilize processes that are compliant with all legal, privacy and data retention require-
ments in the various jurisdictions involved.

5.2References

IEEE Software Requirement Specification format.

5.3Applicable Standards

It shall be as per the industry standard.

©XYZ Inc. Page 11 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

6 Epic Stories

Epic stories are high level description of a group of business requirements, which combine to
deliver a business project or initiative. They contain a high-level overview of the requested feature.

Table 6: Epic Stories

I want So that I
Epic As a user User stories
to can

User story As a user I want to check

1: Statistics Monitor
User story As a user I want to record
2: sessions
User story As a user I want to manage
3: users
User story As a user I want to monitor
4: calls via Dashboard
User story As a user I want to schedule
5: report
User story As a user I want to agent
6: statistics
User story As a user I want to check agent
7: list
User story As a user I want to manage
8: and send e-mail
User story As a user I want to perform and
I want to 9: manage web chat
manage User story
1  As a user So that I can As a user I want to search calls
custome 10:
r calls User story As a user I want to check call
11: logs
User story As a user I want to configure
12: settings
User story As a user I want to view
13: company based call log
User story As a user I want to make
14: payments
User story As a user I want to manage
15: billing accounts
User story As a user I want to check
16: presence management
User story As a user I want to transfer
17: calls
User story As a user I want to extract
18: useful data from calls
User story As a user I want to perform
19: integration with business tools

©XYZ Inc. Page 12 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

User story As a user I want to check

20: intercom call logs
User story As a user I want to check
21: agents call logs
User story As a user I want to encrypt
22: calls
User story As a user I want to check
23: agents log
User story As a user I want to check
24: configuration

For details on the individual user stories refer to section User Stories.

©XYZ Inc. Page 13 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

7 User Stories

7.1User Story 1: Statistics Monitor Page

Table 7: User Story 1: Statistics Monitor Page

User so that I can

Story As a<type of user> I want to <perform some task> <achieve some
ID goal>
As an enterprise user (e.g. I want to monitor different statistics So that I can make
1: manager, supervisor, agent) e.g. systems, group and calls. decisions.

7.1.1 Acceptance Criteria

By default, the Statistics Monitor screen is displayed as the home page. Refer to section of Wireframe
section for more details on the proposed user interface details.

These are the acceptance criteria for this user story.

 System Statistics Frame

 Incoming Automatic Call Distributor (ACD) Calls: Numeric in text label

 Waiting ACD Calls: Numeric in text label

 Group Statistics Frame

 Four graphs for Customer Support and Technical Support comparisons based on

 Log in Agents (Active/Idle) % vs Log in Agents (Active/Busy) %

 Average Waiting Time for ACD calls in queue vs Average Talk Time
 Peak Waiting ACD Calls to own group in queue
 Agent wise Idle time%, Average Waiting Time for ACD calls to agent and Average
talk time for ACD calls

 Calls Monitor Frame

 Tabular data displaying calls status with number, agent, group, caller name, call duration
and call id etc.

 Navigation pane displays these module access

 Search
 Monitoring
 Reports
 Company based call log
 Agent based call log
 Intercom based call log

©XYZ Inc. Page 14 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

 Agents log
 Configuration
 Users

Add more acceptance criterias.

©XYZ Inc. Page 15 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

8 Reference Diagrams

8.1Use Case Diagram

8.1.1 Actors

Actors are as follows:

 BPO Organization
 Client
 Manager
 Supervisor
 Agent

8.1.2 Preconditions and Postconditions

8.1.3 Basic flow and Use Case Diagram

8.1.4 Alternate Flow

8.1.5 Exception Flows

8.1.6 Use Case Example: Search

<Insert diagram>

8.2Activity Diagram

Activity diagrams are graphical representations of workflows of stepwise activities and actions with
support for choice, iteration and concurrency. In the Unified Modeling Language, activity diagrams
can be used to describe the business and operational step-by-step workflows of components in a
system. An activity diagram shows the overall flow of control. An activity is shown as an rounded
box containing the name of the operation. This activity diagram describes the behavior of the
system.

<Insert diagram>

8.3UML Class Diagram

©XYZ Inc. Page 16 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

The UML class diagram is to illustrate class interfaces and their actions. They are used for static
object modeling, we have already introduced and used their UML diagram while domain modeling.

8.3.1 UML Sequence Diagram

A sequence diagram illustrates a kind of format in which each object interacts via message. It is
generalize between two or more specialized diagram.

<Insert diagram>

8.4Deployment Diagram

Deployment diagrams are used to visualize the topology of the physical components of a system
where the software components are deployed.

<Insert diagram>

9 Sitemap

Figure 1 Sitemap

9.1Page Descriptions

Table 8: Page Descriptions

Page Items

Homepage /Statistics Monitor

/Configuration

/Users
Statistics Monitor /Systems Statistics

/Reports

©XYZ Inc. Page 17 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

/Company Based Call

/Agent Based Call Log

/Intercom Based Call Log

Configuration /Configuration

Users /Users Profile

/Billing

©XYZ Inc. Page 18 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

10 Wireframes

Below is an example of wireframe of the Home page. This wireframe can be edited for mobile
compatibility.

10.1 Homepage: Statistics MonitorSystems Statistics

Figure 2 Wireframe Example: Homepage

©XYZ Inc. Page 19 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

11 Interfaces

An intuitive interface is ideal to help customer service agents be resourceful when handling calls.
Call recording, presence management, and collaboration should all be available on the same
interface for best results. 

Through call recording, customer service agents can analyze calls and extract useful data from
them. This feature can also be used for training purposes. Consider software that includes
advanced call recording as a primary feature for your call centre. It should easily plug into business
tools like your CRM, PBX, help desk, marketing platform, e-commerce platform, servers,
and Microsoft Outlook, to efficiently solve customer issues, and manage data.

There are many types of interfaces as such supported by the E-Store software system namely;
User Interface, Software Interface and Hardware Interface. The protocol used shall be HTTP. The
Port number used will be 80. There shall be logical address of the system in IPv4 format.

11.1 User Interfaces

The user interface for the software shall be compatible to any browser such as Google Chrome,
Internet Explorer, Mozilla or Netscape Navigator by which user can access to the system. The user
interface shall be implemented using any tool or software package like Java Applet, MS Front Page,
EJB etc. The application is mobile browser compatible as well.

11.2 Hardware Interfaces

Since the application must run over the internet, all the hardware shall require to connect internet
will be hardware interface for the system. As for e.g. Modem, WAN – LAN, Ethernet Cross-Cable.

11.3 Software Interfaces

 Front End Client: The exporter online interface is built using JSP and HTML.
 Web Server: Apache Tomcat Server (Oracle Corporation)
 Back End: Oracle 11g database

11.4 Parameters

These parameters are needed for the fields of a particular page. For example, Systems Statistics,
Agents List, Agent Statistics and Reports Scheduler etc.

11.4.1 Parameters: Systems Statistics Page

Table 9: Systems Statistics Page Parameters

Field Label UI Mandatory(Yes/ Editabl Dat Valu Defaul Data Data

Contr No) e a e Set t Exampl Sourc
ol Typ Value e e

©XYZ Inc. Page 20 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

e
Search Search No
text
field
Statistics
Monitor
Systems
Statistics
Reports
Company
Based Call
Agent
Based Call
Log
Intercom
Based Call
Configuratio
n
Users
User Profile
Billing
Incoming
ACD Calls
Waiting
ACD Calls
Group Frame
Statistics Label
Calls Frame
Monitor Label
Number Colum
n
name
Agent Colum
n
name
Group Colum
n
name
Caller Colum
Name n
name
Call Colum
Duration n
name
Call Id Colum
n
name

11.5 Communications Interfaces

©XYZ Inc. Page 21 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

The Call Center Managment System application shall use the HTTP protocol for communication
over the internet and for the intranet communication will be through TCP/IP protocol suite. It shall
communicate with the Configuration to identify all the available components to configure the
product. In addition, it shall communicate with CRM system to provide support.

©XYZ Inc. Page 22 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

12 Non-Functional Requirements

 The application must be built in ………………………

 The application must be hosted on AWS.
 The application must use ……………… for payment processing.
 The application must work in all modern browsers.
 The application must be responsive (work well and look good on all screen sizes).
 The application must be able to support 1000 simultaneous users.

©XYZ Inc. Page 23 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

13 Requirements Traceability Matrix

Provide reference to the location of the Requirements Traceability Matrix that indicates traceabilty
from the system requirements documented in the System Requirements Specification to the design
elements documented in the System Design Description to the software requirements documented
in this Software Requirements Specification (SRS).

©XYZ Inc. Page 24 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

14 Test Case Scenarios

High level test scenarios.

©XYZ Inc. Page 25 of 26 Internal Use Only

Call Center Management System Software Requirement Specification

15 Terms/Acronyms

Make a mention of any terms or acronyms used in the project.

Table 10: Terms/Acronym

Term/Acronym Definition
API Application Program Interface
AUT Application Under Test

©XYZ Inc. Page 26 of 26 Internal Use Only