Call Management System

A Report Submitted (In partial fulfillment of the award for the degree of)

MCA

Submitted By:
ANUPRIYA SINGH 0411624405

(MCA) (Session 2005-2008) School Of Computer Science

No. 3, Lodhi Estate,New Delhi-110003 Under the Guidance of Mr. Rajendra Prasad (Senior System Analyst)

National Informatics Centre A-Block, CGO Complex Lodhi Road New Dellhi-110003

GOVERNMENT OF INDIA
MINISTRY OF COMMUNICATIONS & INFORMATION TECHNOLOGY DEPARTMENT OF INFORMATION TECHNOLOGY

National Informatics Centre

This is to certify that ANUPRIYA SINGH, ID.N0 10575,a student of MCA from SCHOOL OF COMPUTER SCIENCE, IP UNIVERSITY has done her full-semester project training at TRAINING Division, NIC, New Delhi, from JAN 08 to JUNE 08. The project work entitled CALL MANAGEMENT SYSTEM embodies the original work done by her during her above full semester project training period.

Project Guide/HOD

Head, Training Division

ACKNOWLEDGEMENT
It is a great sense of satisfaction and a matter of privilege to me to work at National Informatics Center, New Delhi. I wish to express my heartiest thanks to Training Division for providing me the opportunity to under go training in the esteemed organization. It is my pleasure to thank Dr. S. C. Gupta, Head Training Division (NIC), to whom I owe a lot for giving me an opportunity to do my training in this organization. My heartfelt thanks to Mr. Rajeev Rathi, Technical Director, who accepted me as a project trainee in his group and helping in the projects with words of encouragement and has shown full confidence in my abilities. The project would not have been a success without the valuable guidance of Mr. Rajendra Prasad, Senior System Analyst, who rendered all sorts of help as and when required.

Anupriya Singh

ABSTRACT
Project Title: Call Management System
Call Management System will provide the smooth technical support in solving the problems of the end users. Earlier, when the problem came up, end user contacts the project leader or the person who has developed the product, but now, end user can lodge their complaints at the centralized call centre & get the solution to their problems through email or telephone. This project is web-based application. The main idea of this project is to record the details of the end-user, their problems, & the action taken by various experts in solving/resolving those problems. The project report consists of two major phases. In the first phase, along with the information regarding the organization, the project assigned to me has been mentioned. Second phase provide an insight into the development process involved. The first chapter gives the information regarding National Informatics Centre (NIC). It also gives brief introduction about the project & its objective. The next chapter is on Requirement Analysis, which is mainly concerned with study of various requirements. It includes DFD, ER Diagram & Database Design. It also includes feasibility study of the system. The next chapter is on System Design, which is concerned with detailed System Specification (DSS). It includes structure chart, interface design, validation checks & use case diagram.

The next chapter is on Testing, which consist of various test cases performed in the system. The next chapter is on Platform/Tool used, which describes the various hardware & software requirements of the system. The last chapter is regarding Conclusion about the above-mentioned project. In the end, Appendix is attached which includes Definitions & notations used. Then Reference is attached which includes a list of books and sites used during the system development.

Hardware Interface:
Pentium IV Processor, 1 GB RAM, 20 GB HDD

Tools & Technologies used:

. Net framework 2.0, Microsoft Sql Server 2000 Professional, Microsoft Windows XP

Keywords:
Call Management System, Asp.Net, Sql Server 2000, VB.net, National Informatics Centre, NIC, CMS, etc.

NIC Division:
Training Division

Name of Student Trainee:

Anupriya Singh

ID -10575 Jan,08 June,08

TABLE OF CONTENT
(In partial fulfillment of the award for the degree of)..............1 ..............................................................................2 ...................................................................................................................2
National Informatics Centre..................................................................................2 Anupriya Singh.........................................................................................................3

TABLE OF CONTENT..........................................................................7 ..................................................................................................................7

DFD NOTATIONS USED:....................................................................................80 External Entities/Terminator ..................................................................................80 These lie outside of the system being modelled. Terminators represent where the information comes from & where it goes. In designing a system, we have no idea about what these terminators do or how they do it.................................................80 Processes.................................................................................................................80 Modify the inputs in the process of generating the outputs....................................80 Data Stores..............................................................................................................80 Represent a place in the process where data comes to rest. A DFD does not say anything about the relative timing of the processes, so a data store might be a place to accumulate data over a year for the annual accounting process.........................80 Data Flows..............................................................................................................80 Represents how data moves between terminators, processes, & data stores (those that cross the system boundary are known as IO or Input Output Description).....80 Symbols used for DFD:..........................................................................................81 ER Diagram:.......................................................................................................82 Symbols used for ER Diagram:..........................................................................84

Interface Testing / Unit Testing...........................................................89

Performance Testing...........................................................................................91

CHAPTER 1 INTRODUCTION

1.1 ABOUT THE ORGANIZATION NATIONAL INFORMATICS CENTRE

National Informatics Centre (NIC) of the Department of Information Technology is providing network backbone and e-Governance support to Central Government, State Governments, UT Administrations, Districts and other Government bodies. It offers a wide range of ICT services including Nationwide Communication Network for decentralized planning, improvement in Government services and wider transparency of national and local Governments. NIC assists in implementing Information Technology Projects, in close collaboration with Central and State Governments, in the areas of (a) Centrally sponsored schemes and Central sector schemes, (b) State sector and State sponsored projects, and (c) District Administration sponsored projects. NIC endeavours to ensure that the latest technology in all areas of IT is available to its users. NIC Headquarters is based in New Delhi. At NIC Headquarters, a large number of Application Divisions exist which provide total Informatics Support to the Ministries and Departments of the Central Government. NIC computer cells are located in almost all the Ministry Bhawans of the Central Government and Apex Offices including the Prime Ministers Office, the Rashtrapati Bhawan and the Parliament House. Apart from this, NIC has various Resource Divisions at the Headquarters which specialize into different areas of IT and facilitate the Application Divisions as well as other NIC Centres in providing state-of-the-art services to the Govt.

At the State level, NICs State/UTs Units provide informatics support to their respective State Government and at the District level lie the NIC District Informatics Offices. NIC has conceptualised, developed and implemented a very large number of projects for various Central and State Government Ministries, Departments and Organisations. Many of these projects are continuing projects being carried out by various divisions of NIC at New Delhi Headquarters and State/District centres throughout the country. Some of the most important note worthy projects, which offer a glimpse of the multifaceted, diverse activities of NIC, touching upon all spheres of e-governance and thereby influencing the lives of millions of citizens of India is given below: Agricultural Marketing Information Network (AGMARKNET) Central Passport System Community Information Centres (CICs) Computerized Rural Information Systems Project (CRISP) Court Information System (COURTIS) Department of Agriculture Network (DACNET) Examination Results Portal India Image Land Records Information System (LRIS) National Hazardous Waste Information System (NHWIS) Spatial Data Infrastructure (SDI) Training Video Conferencing

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Website of NIC

http://indiaimage.nic.in/

1.2 INTRODUCTION TO THE PROBLEM

NIC undertakes many projects, which are accomplished by Govt. officials from various Ministries/department on relevant & thrust areas of IT. During the project development, implementation and afterwards, if any problem occurs, end user contacts the project leader for technical support. There is no central location where end user of the system can lodge complain and monitor the projects progress. In order to provide smooth technical support and timely resolve the issues, it is felt that There should be a centralized call centre, where the end user can lodge their complaints and get the solutions to their problems through e-mail or telephone. These problems should be handled and managed by the experts who are meant for these purposes. The progress status of the problem should be properly maintained.

. .

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1.3 OBJECTIVE
To develop a proper call lodging system, for a NIC centralized call centre, where the end user can lodge their complaints and get the solutions to their problems through email or telephone. The intended audiences of this project are the development team, the testing team and the end users of the product.

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1.4 THE ENVISIONED SYSTEM

This System will provide the smooth technical support in solving the problems of the end users. Earlier, when the problem came up, end user contacts the project leader or the person who has developed the product, but now, end user can lodge their complaints at the centralized call centre & get the solution to their problems through email or telephone.

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1.4.1 Proposed System Features:

1.4.1.1 A centralized database is used to store records. Centralized data storage will help in faster data access & in implementing security measures to secure data stored. 1.4.1.2 1.4.1.3 Registration of the callers information & their problems. Automatic generation of callers registration number & complaint number. 1.4.1.4 1.4.1.5 1.4.1.6 1.4.1.7 1.4.1.8 1.4.1.9 1.4.1.10 New, pending & solved problems can be viewed. The list of actions can be viewed by selecting the complaint number. The problem is forwarded to the selected expert through e-mail. The callers information & his/her problem can be updated. The status of the problem gets updated depending upon the action taken. Automatic generation of E-mail format that has to be sent to the expert. The caller can easily know the status of their problems through e-mail or telephones. 1.4.1.11 The Centralized call centre will send the status of the callers problem to the callers email. 1.4.1.12 1.4.1.13 The email format can be viewed & hard copy can be taken, if necessary. Maintaining the project, expert & project-expert details. 14

1.4.1.14

Creation of new users to access the functionalities & features of the system.

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1.4.2 Proposed System Module

1.4.2.1 A login module to verify the credentials of users before granting them rights to access or modify data. This will ensure the security of the data. 1.4.2.2 1.4.2.2.1 1.4.2.2.2 A new call registration module: To store the details of the callers & their problems. To search the callers information based on registration number, mobile number, landline number& email-Id. 1.4.2.3 1.4.2.4 1.4.2.4.1 1.4.2.4.2 1.4.2.4.3 1.4.2.5 A call status module to view the progress or status of the problems. An action taken module: To view the action taken against the particular problem. To update the status of the problem. To update the callers & their problem information. An expert level module to send the details of the caller & his/her problem to the selected expert through e-mail. 1.4.2.6 A show details module to view the format of the sent e-mail & to take the print out, if required. 1.4.2.7 1.4.2.8 1.4.2.9 An expert module to add, modify & delete experts details. A project module to add, modify & delete projects details. A project-expert module to add, modify the project& their experts details.

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1.4.2.10

A create new user module to authenticate & authorize new users to access the system.

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1.4.3 System Architecture

This system follows the 3 tier architecture 1.4.3.1 Presentation tier: Consisting of Asp. Net & HTML. HTML pages can be used for accepting the data & displaying the final results to the users.Asp.Net can be used to manage application flow depending upon user requests. 1.4.3.2 Business Logic Layer: Consisting of VB.Net. It contains the logic to implement the various operations in managing the application & database connections. 1.4.3.3 Data tier: Consisting of Sql Server 2000 database to store the relevant data.

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CHAPTER 2
REQUIREMENT ANALYSIS

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2.1 FEASIBILITY STUDY

The aim of a feasibility study is to see whether it is possible to develop a system at a reasonable cost or not and after that a decision is taken whether to proceed or not. Four key considerations are involved in the feasibility analysis:

2.1.1 Technical Feasibility:

Technical feasibility centres on the existing computer system (hardware or software etc) and to what extent it can support the proposed addition. This CMS software is technically feasible. The primary technical requirement includes the availability of Windows 2000 or higher version of operating systems installed in the network. SQL Server is also required which was already installed. To develop programs VB.NET 8.0 was required which was also available. Reliability, access power and data security was also available. Thus, through all the ends technical feasibility was met.

2.1.2 Economic Feasibility:

Most commonly known as cost benefit analysis, the procedure is to determine the benefits and savings that are expected from the candidate system and compare them with costs. If benefits outweigh costs, then the decision is made to design and implement the system. Otherwise, further justification or alterations in the proposed system will have to be made if it is to have a chance of being approved.

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This CMS software is economically feasible. As the hardware was installed from quite beginning, the cost on project of hardware is low. Similarly, the software loaded for this project was used for many other applications. The software cost was under budget. As student trainees were developing the application, there were no major personnel costs associated. Moreover, the technical requirements were already available so there was no further expenditure for buying software packages.

2.1.3 Behavioural Feasibility:

An estimate should be made of how strong a reaction the user staff is likely to have toward the development of the computerized system. This CMS software is behaviorally feasible. It takes very less time for comparison. Hence it saves time and cost.

2.1.4 Operational Feasibility:

Issues to be studied are, is there sufficient support for management and users? Is the current method acceptable to users? Will the proposed system cause any harm? This CMS software is operationally feasible. It is very easy to use the webbased application of extreme. User can navigate through the tool by simply clicking on the menu button. There is a simple flow of data between various screens.

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This application provides the necessary information to the user such as how to enter the information regarding different operations performed on the database. The application was planned in such a way that no prior knowledge was required to go through the various operations. The user just needed to have the basic knowledge of computers.

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2.2 DATA FLOW DIAGRAM

2.2.1 2.2.2 Zero Level DFD

Project-Expert info. Entry Caller info. Entry Project info. Entry User Account maintenance Problem info. Entry

Call Entry Operator

Call Management System

Expert info. Entry

Administrator

Caller Info. Generated Problem info. Generated Call status info. Generated

Expert Info. Generated

Project-Expert info. Generated

Project Info. Generated

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2.2.3 One Level DFD

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2.2.4 Two Level DFD

2.2.4.1 USER ACCOUNT MAINTAINENCE

Access user info.

Display User Account info.

Retrieve user info.

User Account Info.

Administrator

Enter / Update / Delete user info.

Validate/ Process User info.

Update / Delete user info.

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2.2.4.2

LOGIN

Call Entry operator

Enter uid, pwd

Enter uid, pwd

Login

User Account Info

Administrator

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2.2.4.3

CALLER INFO. MANAGEMENT

Call entry operator

Access Caller Info

Display Caller Info.

Retrieve caller info.

Caller Details generated

Caller details

Enter / Update Caller Info.

Validate / Process Caller Info

Update caller info

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2.2.4.4

PROBLEM INFO. MANAGEMENT

Call entry operator

Access Problem Info

Display Problem Info.

Retrieve problem info.

Problem Details generated

Problem details

Enter problem Info

Validate/ Process Problem Info.

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2.2.4.5

EXPERT INFO. MANAGEMENT

Administrator

Access Expert Info

Display Expert Info.

Retrieve Expert info.

Expert Details generated

Expert details Enter / Update / Delete Expert info Update / Delete Expert info.

2.2.4.6

Validate/ Process Expert info.

2.2.4.7 2.2.4.8 2.2.4.9

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2.2.4.10

PROJECT INFO. MANAGEMENT

Administrator

Access Project info.

Display Project Info.

Retrieve project info.

Project details generated

Project details Enter Project info.

Validate/ Process Project Info.

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2.2.4.11

PROJECT-EXPERT INFO. MANAGEMENT

Project
Access ProjectExpert info.

Administrator

Display Project Expert info.

Retrieve project-Expert info.

Expert Details generated

Enter / update Project-expert info.

Project-Expert details

Validate/ Process ProjectExpert Info.

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2.2.4.12

CALL STATUS MANAGEMENT

Call Entry Operator

Access Call Status info

Display Call Status Info.

Retrieve Call Status info.

Call Status Details Generated

Call Status details Update Call Status info.

Validate/ Process Call Status Info.

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2.2.4.13

ACTION TAKEN MANAGEMENT

Call Entry Operator

Access Action Taken info

Display Action Taken Info.

Action Taken Details Retrieve Action taken info.Generated

Action taken details Update Action Taken info.

Validate/ Process Action Taken Info.

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2.2.4.14

EXPERT LEVEL MANAGEMENT

Call Entry Operator

Display Expert Level Info.

Sent Email Details Generated

Retrieve expert Level info.

Project-Expert details

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2.3 ER DIAGRAM

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2.4 DATABASE DESIGN

2.4.1 Caller Detail

Entity Name Entity Description S.No 1 2 3 4 5 6 7 8 9 10 Attribute Registration_no Mobile_no Landline_no Email Name State District Block Address1 Pincode

Caller_detail This caller_detail table stores all necessary caller. Type Char Char Char Char Char Char Char Char Char Char Length 11 11 14 50 50 30 30 30 50 6 Key/constraints Primary key Null Null Null Not null Null Null Null Null Null

details of

Description Registration number Callers Mobile number Callers Landline number Callers Email Id Callers Name State name District name Block name Callers Address Pincode

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2.4.2 State Detail

Entity Name Entity Description S.No 1 2 3 4 Attribute state_code District_code Block_code Name district Type Length Char 2 Char 2 Char 4 Char 30 Key/constraints Not null Not Null Not Null Not Null Description Code of state Code of district Code of block Name State_detail This state_detail table stores the details of state,block &

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2.4.3 Problem Detail

Entity Name Entity Description

Problem_detail This problem_detail table stores details of callers Description Complaint number Registration number Project code Main projects name Sub projects name Problem types name Subject Problem detail Call Operators code Time of call Status of call

Problem pertaining to the project. S.No Attribute Type Length Key/constraints 1 Call_transaction_id Char 11 Primary key 2 Registration_no Char 11 Not Null 3 Project code Char 7 Not Null 4 Main_category Varchar 25 Not Null 5 Sub_category Varchar 50 Not null 6 Problem_type Varchar 50 Not Null 7 Subject Text Not Null 8 Problem_detail Text Not Null 9 Call_entered_by Char 8 Null 10 Call_entered_time Datetime Not Null 11 Call_status Char 7 Not Null 12 Call_closed_by Char 8 Not Null 13 Attached_file Varchar 50 null

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2.4.4 Project Detail

Entity Name Entity Description S.No 1 2 3 4 Attribute Project_code Main_project Sub_project Problem_type

Project_detail This project_detail table stores the details of the project Type Char Varchar Varchar Varchar Length 7 25 50 50 Key/constraints Primary key Not Null Not Null Not Null Description Code of project Main projects name Sub projects name Problem types name

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2.4.5 Project-Expert Detail

Entity Name Entity Description S.No 1 2 3 4 5 6 7 8 Attribute Expert_code Project_code Expert_Level Project_Level Service_Status Activate_date Deactivate_date Deactivate_remarks

Project_Expert_detail This project_expert_detail table stores the details of expert corresponding to the project Type Length Key/constraints Char 11 Not Null Char 7 Not Null Char 3 Not Null Char 3 Not Null Not Null/ Char 1 default y DateTime DateTime Text Description Code of expert Code of project Level of expert Level of project Experts service status

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2.4.6 User Detail 2.4.7

Entity Name Entity Description S.No 1 2 3 4 5 6 7 Attribute Login_id Password User_id Role various users. Type Length Char 8 Char 128 Char 11 Char 24 Key/constraints Primary key Not Null Not Null Not Null Not Null created Null Date of login closed Not Null/ default Status of the user value y Description Login Id Password Expert code Role of the user Date of login User_detail This user_detail table stores all the necessary details of

Login_creation_date Datetime Login_closed_date Status Datetime Char 1

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2.4.8 Action Taken Detail 2.4.9

Entity Name Entity Description S.No 1 2 3 4 5 6 7 Attribute Registration_no Complaint_no Project_code Expert_action action_date Expert_code Attached_file the experts on the callers project problem Type Length Key/constraints Description Char 11 Not null Registration number Char 11 Not Null Complaint number Char 7 Not Null Code of project Text Not Null Action taken by expert Datetime Not Null Date of action Char 11 Not Null Code of expert varchar 50 Not Null Action_taken_detail This action_taken_detail table stores the actions taken by

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2.4.10Expert Detail

3.1
Entity Name Entity Description S.No 1 2 3 4 5 6 7 8 9 10 11 Attribute Expert_code Name Organization Email LandlineNo MobileNo Address Service_status Expert_detail This expert_detail table stores the details of the expert Type Char Char Char Char Char Char Char Char Length 11 50 50 50 12 11 50 1 default y Null Null Key/constraints Primary key Not Null Not Null Not Null Null number Experts Not Null Not Null Not Null / number Experts address Experts service status Mobile Description Code of expert Name of expert Experts organization Experts Email Id Experts Landline

Service_start_date Datetime Service_end_date Datetime Remarks Text

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3.2

STRUCTURE CHART

Login Page

Welcome Page

New Call Registration

Expert

Call Status

Closed Call

Project

Project Expert

Create New User

Add/ Search Caller detail/ Problem detail

Add /Modify/ Delete Expert

View/select Call Status

View closed status calls

Add /Modify Project

Add/ Modify Project-Expert

Add new user

View Registration no., Complaint no/ searched caller detail

View Expert Detail

View action details View/ select expert, send mail

View Project Detail

View ProjectExpert Detail

View sent mail

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3.3

MODULE DESCRIPTION & VALIDITY CHECKS

3.3.1 Applications First Page

3.3.1.1

Description

This page authorizes the users to access the system based upon their login_id and password provided in the textbox controls. 3.3.1.2 Validity Check

1) Login Id field cannot be blank. 2) Password field cannot be blank.

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3.3.2 Welcome Page

3.3.2.1

Description

This page displays the welcome message of the application when the user successfully logged in. 3.3.2.2 Validity Check

No validity check applicable.

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3.3.3 New Call Registration page

3.3.3.1

Description

The call entry operator to register the call made by end user and store their problems pertaining to the projects accesses this page. 3.3.3.2 Validity Check

1) The e-mail field should be in appropriate format. 2) The Mobile No field must contain digits only. 3) The Mobile No. Field must be of length 10 or 11. 4) The Pin code field must contain digits only. 5) The Pin code field must be of length 6. 6) The main Category field cannot be blank. 47

7) The sub category field cannot be blank. 8) The problem Type cannot be blank. 9) The Subject field cannot be blank. 10) The state field cannot be blank. 11) The Name field cannot be blank. 12) The address field cannot be blank. 13) The address cannot contain more than 50 characters.

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3.3.4 Call Status Page

3.3.4.1

Description

This page displays the status of the problem, registered by end user. Status can be new, pending,closed& escalated. New means no action has been taken. Pending means problem is forwarded to first level expert. Closed means problem is closed. Escalated means problem is forwarded to next levels of expert. Only Call Operator has privileged to access this page. 3.3.4.2 Validity Check

No validity check applicable.

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3.3.5 Action Detail Page

3.3.5.1

Description

The call operator to edit the caller or problem details & to change the status of the problem by taking appropriate action against the problem uses this page. 3.3.5.2 Validity Check

1) Call action must be selected.

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3.3.6

Expert Level Selection Page

3.3.6.1

Description

This page is used by the call operator to select the expert for solving / resolving the problem & to forward the details of the caller & problem to the selected expert. 3.3.6.2 Validity Check

1) Expert must be selected from the grid.

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3.3.7 Call Sheet Page

3.3.7.1

Description

This page displays the email detail that has been sent to expert by call operator to solve or resolves the problem. This page can be used to take hard copy of sent email.

3.3.7.2

Validity Check

No validity check is applicable.

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3.3.8 Project Expert Page

3.3.8.1

Description

This page is used to insert / modify the details of the experts who deal with projects problems corresponding to the project assigned to them. Only administrator has privileged to access this page. 3.3.8.2 Validity Check

1) Main project must be selected. 2) Expert name must be selected.

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3.3.9 Project Page

3.3.9.1

Description

This page is accessed by the administrator to insert, delete and modify the details of project as desired. 3.3.9.2 Validity Check

1) Main project must be selected or entered. 2) Sub project must be selected or entered. 3) Problem type must be selected or entered. 4) Main project cannot be blank.

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3.3.10Expert Page

3.3.10.1

Description

The administrator to insert, delete and modify the experts details as desired accesses this page 3.3.10.2 Validity Check

1) The name field cannot be blank. 2) The organization field cannot be blank. 3) The e-mail field should be in proper format. 4) The address field cannot be blank. 5) The mobile number field cannot be blank.

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3.3.11Closed Call Page

3.3.11.1

Description

This page displays the problems with closed status only. Call operator has privileged to access this page. 3.3.11.2 Validity Check

No validity check is applicable.

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3.3.12Create New User Page

3.3.12.1

Description

This page is used to create new users, who will access the system based upon their assigned roles. Only administrator has privileged to access this page. 3.3.12.2 Validity Check

1) Login Id cannot be blank. 2) Password cannot be blank. 3) Confirm password field should match the password field.

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3.2 USE CASE DIAGRAM

Login

Maintain User Account

Maintain Project Details

Maintain Expert Details

Maintain Project Expert Details

Administrator

Maintain Caller Details Maintain Problem Details

Maintain Call Status

Select Expert to solve the problem

Call Entry Operator System

Forward Problem to Expert

Takes Printout of Sent Mail

Generates E-mail format

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4.1TEST PLAN & TEST RESULT

4.1.1 Login page ID To TC a1 Objective check the address of the functionality of Login specified page. website. Enter username TC a2 password login. Error message Enter TC a3 wrong Username, username and Password password. Enter TC a4 correct password. Enter correct username and Username, TC a5 wrong password. Password password should appear. Password username Should appear. Error message Check your wrong Should appear. Error message Check your username Check your for successful. appear. the & Username, Password The should login be Steps Enter the Test data The Result Login of

page

website should

username and Username,

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ID

Objective

Steps Enter username and

Test data

Result Please password enter

TC a6 leave password field blank. Enter password and TC a7 leave

Username validation should appear. Please Password username validation username should appear. blank. Enter correct username, Username, The welcome enter

TC a8

password and Password click button. Enter username, Username, The textboxes should Password click button. cancel reset. get submit should appear.

TC a9

Password and

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4.1.2 New Call Registration page ID Objective Steps Click the tab To TC-b1 Call Page. Registration available at the side page. Fill the entries Name, mobile TC-b2 and click no, etc. The textboxes and dropdowns should Cancel button. reset. The should inserted Fill the entries Name, mobile automatic TC-b3 and click no, etc. registration number complaint number should be generated. and details be and get of the check the New Call The New Call Test data Result

functionality of New Registration

Registration page appear. should

Submit button.

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ID

Objective

Steps

Test data The

Result fields be for new

should Click the new TC-b4 call button.

available entering

details. Fill one of the Name, mobile The entries TC-b5 click button. and no, landline corresponding record should

search no, email.

be shown.

4.1.3 Call Status Page ID Objective Steps Click the tab To TC-c1 check the Call Status The Call Status Test data Result

functionality of the available at the Call Status page. side page. of the

screen appear.

should

ID TC-c2

Objective

Steps Select one of the records in

Test data

Result The Taken Action Detail

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page appear the grid. selected record.

should with

4.1.4 Action Taken Details Page ID Objective Steps Test data Result The Call Status To TC-d1 Action Taken details on the page. page. call should get closed. The required Click the Edit fields TC-d2 option on the get enabled to page. edit. should check the Click the functionality of the Closed option Page should

appear & the status of the

ID

Objective

Steps

Test data

Result The current action

Click the New TC-d3 Action option.

field should get enabled desired. as

63

The expert level page Click TC-d4 Forward the appear, option selected details & on the page. the level1 experts list. The expert level page Click TC-d5 the appear, Escalated option selected details & on the page. the list of higher level experts. The Call Status Page Click the appear TC-d6 Abandon option status of the call on the page. should abandoned. get & the should with should with should

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4.1.5 Expert Level Page ID Objective Steps If the call is To TC-e1 the Expert Level click the level1 page. option to select the expert. The Select the expert TC-e2 from the grid. should get displayed. The mail should be sent to expert, Click the send TC-e3 mail button. Support ids. Message Remove Click the send TC-e4 mail button. id. available The sent e-mail Click the print TC-e5 button viewed. details should be expert email expert Email Id get displayed No e-mail should caller & Tech expert selected name check the forwarded from The level1 expert functionality of call status page, Test data Result

list

should

get

enabled.

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ID

Objective

Steps Click the print

Test data The

Result call sheet should

TC-e6 button. If the call is escalated TC-e7 click the level2 option to select the expert. from

page appear.

The level2 expert call status page, list should get enabled.

4.1.6 Expert Page ID To TC-f1 Objective check the tab available at functionality of the side of the the Expert page. page. Click the Edit TC-f2 button form. on the The required Steps Click the expert Test data Result

The expert page should appear.

fields should get enabled to edit.

ID TC-f3

Objective

Steps Click the delete button on the

Test data

Result The selected

expert should get

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form. Click the new TC-f4 button form. Leave TC-f5 Name on the

deleted. A form

should

appear to insert new expert details. Validations should appear Name cannot be

field blank while field inserting. blank. Validations should Leave appear Organization

TC-f6 field blank while inserting.

Organization field cannot be

blank. Validations should Leave Address appear TC-f7 field blank while field inserting. blank. Validations should Leave Mobile appear TC-f8 field blank while field inserting. blank. cannot be Mobile cannot be Address

ID

Objective

Steps Enter Email ID

Test data Error

Result message correct

TC-f9

field in wrong format.

Enter

email id should appear. An Expert detail

TC-f10

Leave Email Id 67

field

blank

& should get inserted.

rest fields filled while inserting.

4.1.7 Closed Call Page ID To Objective check Steps the Click the closed of call tab available Test data Result

TC-g1

functionality

the Closed Call at the side of the page. page. Click the closed

Closed Call page should appear.

All the calls with call tab available TC-g2 at the side of the should appear. page. closed status

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4.1.8 Project Page ID To Objective check the tab available at of the side of the page. Click button TC-h2 selecting any project cannot be blank. Validation should appear and Main field. Click the main project TC-h3 dropdown insert without Steps Click the project Test data Result

TC-h1 functionality

Project

page

should appear. Validation should appear main

the Project page.

project must be selected or

dont select any option. Click the project TC-h4 dropdown & sub

entered. Validation should appear Sub

project must be selected entered. All the or fields

dont select any option. Click the Cancel TC-h5 button.

should be reset.

ID TC-h6

Objective Click

Steps the type

Test data

Result Validation should appear Problem

Problem

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dropdown

&

Type selected

must

be or

dont select any option. Click the TC-h7 button. Click TC-h8 button grid. Click the cancel TC-h9 button in the grid the in edit edit

entered. The grid should be displayed. The required fields should get

the enabled to be edited The fields should get read only.

4.1.9 Project-Expert Page ID To TC-i1 the Projectthe side of the Expert page. page. Objective Click check the project-expert functionality of tab available at The projectSteps the Test data Result

expert page should appear.

ID

Objective

Steps Click the refresh

Test data

Result The fields should

TC-i2 button.

get cleared.

refreshed/

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Click the submit button TC-i3 selecting Expert name field. Click TC-i4 button. Click the submit button TC-i5 selecting Main without the edit without

Validation should appear name Expert must be

selected. The required grid should be

displayed. Validation should appear Main

Project must be selected. The field should get enabled to be edited.

Project field. Click the edit TC-i6 button grid. in the

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4.1.10 Create New User Page ID To TC-j1 the Create New available at the User page. TC-j2 button. get reset. Validations should appear: Login Id Do not fill any cannot be blank TC-j3 entry & click & submit button. Password cannot be blank. Do not fill Login Password, name TC-j4 click button. Do not TC-j5 click button. submit Password be blank. submit Password fill Login name, Password field & Confirm Password cannot appear: cannot be blank. Validation should field & Confirm appear: Login Id Validation should side of the page. Click the Cancel Objective check Steps the Click the Create The Create New functionality of New User tab Test data Result

User page should appear. The field should

ID TC-j6

Objective Do

Steps not

Test data fill Login

Result

name, Validation should appear: Confirm

Confirm

password

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Password

field, password field should match the

& fill password field & click password field. submit button. Enter different Validation should Confirm Password TC-j7 Password field & Confirm should match the click button. Login Enter TC-j8 data & correct Password, click Confirm submit button. Password created. successfully display: login name, Message should submit Password password field. Login name, appear: Confirm & Password, password field

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5.1 PLATFORM / TOOLS USED

5.1.1 Hardware Requirement
For Developer: PC with 500 megahertz or higher processor clock speed recommended 1 GB RAM 10 GB hard disk. Super VGA (1024X768) or higher-resolution video adapter and monitor. CD-ROM or DVD drive. Keyboard and Microsoft Mouse or compatible pointing device. For application server: 4GB 80 GB hard disk PC with 500 megahertz or higher processor clock speed

Client Desktop: 500 MHz or above Processor 512 MB or above RAM.

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5.1.2 Software Requirement

For developer: Visual studio as development tool SQL SERVER 2000 professional as database. Any windows-based operating system (2000/XP) IE 6.0 Browser

For application server: Windows 2000 server IIS server 6.0 SQL Server 2000

Client Desktop: OS: Windows (98, NT, XP, 2000, 2003, Vista) Browser: Internet Explorer 6.0 or above

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6.1 CONCLUSION
The final product is web application which will provide an interface, which in turn will make problem recording much less difficult & time consuming. It requires little or no time at all to see the status of various problems, as well as make this process more manageable in the long run. The software product Call Management System will enhance and simplify the work of the NICs employees and will easily resolve the problems of the end user through proper communication & without delay.

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6.2 FUTURE SCOPE OF THE PROJECT

Till now, this software is used to monitor only 3 projects, but, in future, more projects can be monitored. Addition of other future functionalities, like online registration of the problems can be implemented. Login Ids to the end-users can be provided so that they can see the progress status of their problems.

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6.3 LIMITATION
6.3.1 Being a web based project requiring a web server to be used to deploy the application, sometimes due to network issues the project might not run properly. 6.3.2 6.3.3 Debugging the web application is a tedious task. There is no online registration of problem feature which can be highly beneficial for the end-user to describe his/her problem. 6.3.4 It will be very difficult for the person, to tell all the details of himself like address, mobile number etc & the details of the problem on phone.

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APPENDIX
DFD:
A Data Flow Diagram (DFD) is a graphic representation of the "flow" of data through business functions or processes. More generally, a data flow diagram is used for the visualization of data processing. It illustrates the processes, data stores, and external entities, data flows in a business or other system and the relationships between these things. Physical DFD's represent physical files and transactions, while logical or conceptual DFD's can be used to represent business functions or processes. Data Flow Diagrams (DFDs) are a graphical/representation of systems and systems components. They show the functional relationships of the values computed by a system, including input values, output values, and internal data stores. It's a graph showing the flow of data values from their sources in objects through processes/functions that transform them to their destinations in other objects. Some authors use a DFD to show control information, others might not. A DFD can be seen as a method of organizing data from its raw state.

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DFD NOTATIONS USED:

External Entities/Terminator These lie outside of the system being modelled. Terminators represent where the information comes from & where it goes. In designing a system, we have no idea about what these terminators do or how they do it. Processes Modify the inputs in the process of generating the outputs. Data Stores Represent a place in the process where data comes to rest. A DFD does not say anything about the relative timing of the processes, so a data store might be a place to accumulate data over a year for the annual accounting process. Data Flows Represents how data moves between terminators, processes, & data stores (those that cross the system boundary are known as IO or Input Output Description).

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Symbols used for DFD:

An Open rectangle is used to represent a Data Store.

The rectangle is used to represent the Data Source / Data Destination within the system.

The arrow is used for showing the Data Flow in the system.

Ovals are used for showing the Process of the system.

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ER Diagram:
Data models are tools used in analysis to describe the data requirements and assumptions in the system from a top-down perspective. It is a major data modeling tool & will help organizing the data in our project into entities & define the relationship between the entities. They also set the stage for the design of databases later on in the SDLC. The Entity-Relationship model is a data model for high-level descriptions of conceptual data models, and it provides a graphical notation for representing such data models in the form of entity-relationship diagrams. Such data models are typically used in the first stage of information-system design; they are used, for example, to describe information needs and/or the type of information that is to be stored in the database during the requirements analysis.

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Basic elements in ER models:

Entities: A data entity is anything real or abstract about which we want to store the data. Entity type falls into five classes: roles, events, location, tangible things or concepts.

Attributes: A data attribute is a characteristic common to all or most instances of a particular entity. An attribute or combination of attributes that uniquely identifies one & only one instance of an entity is called primary key or identifier.

Relationships: Relationship provides the structure needed to draw information from multiple entities. It is a natural association that exists between one or more entities. Cardinality: Cardinality defines the number of occurrences of one entity for a single occurrence of related entity.

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Symbols used for ER Diagram:

Rectangles are used for showing the Entities in the database design.

Ovals are used to represent the Attributes of a relation or entity.

Rhombus is used for representing the Relationship between entities.

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UML Diagram:
The Unified Modelling Language is a standard language for specifying, visualizing, constructing &documenting the artifacts of software system, as well as for business modelling & other non-software system. The UML design process involves creation of various graphical or text based documents. In UML, these documents are called artifacts & they describe the outputs of a step in the process. The UML design process has two main parts: Analysis-What the problem? Design-How should the problem be solved? The reason for this analysis & design process is to allow the project to be broken down into component parts which provide the following project characteristics: Detail is hidden. The system is modular. Components are connected & interact. Layer complexity. Components may be reusable in other products. Variations on a theme.

A use case diagram is a diagram that shows the relationships among actors & use cases within a system. Use case diagram are often used to: Provide an overview of all parts of the usage requirements for a system or organization in the form of an essential model or a business model. Communicate the scope of a development project.

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Use case diagram would consist of:

Use cases: A use case is a description of a system's behaviour as it responds to a request that originates from outside of that system. The use case technique is used in software and systems engineering to capture the functional requirements of a system. Use cases describe the interaction between a primary actorthe initiator of the interactionand the system itself, represented as a sequence of simple steps. Actors: Actors are something or someone which exists outside the system under study, and that take part in a sequence of activities in a dialogue with the system, to achieve some goal. They may be end users, other systems, or hardware devices. Each use case is a complete series of events, described from the point of view of the actor. Relationships: There are several types of relationship that may appear on a use case diagram: An association between an actor & a use case. An association between two use cases. A generalization between two actors. A generalization between two use cases.

System Boundary: The rectangle around the use cases is called the system boundary box & as the name suggests it indicates the scope of your system the use case inside the rectangle represent the functionality that you intend to implement.

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Symbols used for Use Case diagram:

The ovals are used to show use case.

The rectangle is used to show system boundary.

This is used to show an actor.

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TESTING:
In a software project, errors can be injected at any stage during development. Because code is the only product that can be executed frequently & whose actual behavior can be observed, testing is the phase where the remaining errors from all the previous phases must be detected. Testing performs a critical role for quality assurance & for ensuring the reliability of software. During testing, the program to be tested is executed, with a set of test cases, & the output of the program for the test cases is evaluated to determine if the program is performing as expected. Due to this approach, dynamic testing can only ascertain the presence of errors in the program; the exact nature of errors is not usually decided by testing. Testing a large system is a complex activity, so for a project, incremental testing is generally performed, in which components & subsystems of the system are tested separately before integrating them to form the system for system testing. Testing is a procedure to execute a program with the intent of finding errors. Testing is an important part of the software development process, to detect bugs, improve software design and to reduce usability problems. There are a number of test techniques such as the traditional unit, system, integration and acceptance tests, and a large number of software tools which support testing in different ways. Testing flow proceeds from left to right and from top to bottom, user visible elements of the web application design are tested first followed by infrastructure design element.

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Testing Objectives Testing is a process of executing a program with the intent of finding errors. A good test case is one that has a high probability of finding an as yet undiscovered error. A successful test is one that uncovers an undiscovered error. Testing Principle All tests should be traceable to the customers requirements. Tests should be planned long before the testing begins. Testing should begin in the small & progress towards the large. Exhaustive testing is not possible.

Interface Testing / Unit Testing The overall strategy for interface testing is to: Uncover errors related to specific interface mechanisms. For e.g. errors in the proper execution of a menu link or the way the data is entered in the form. Uncover in the way the interface implements the semantics of navigation, web application functionality, or content display. To accomplish this strategy, a number of objectives must be achieved: Interface features are tested to ensure that design rules, aesthetics and related visual content are available for the user without error. Individual interface mechanisms are tested that are equivalent to unit testing. Each interface is tested to ensure that it performs the requisite task. The interface is tested within a variety of environments to ensure that it will be compatible.

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Navigation Testing The job of this testing is: To ensure that the mechanisms that allow the web application user to travel through the web application are all functional and To validate that each navigation semantic unit can be achieved by the appropriate user category. The first phase of navigation testing actually begins during Interface Testing. Navigation mechanisms are tested to ensure that each performs its intended function. Following navigation mechanisms should be tested: 1) Navigation links: Internal links within the web application, external links to other web application should be tested to ensure that proper content or functionality is reached when the link is chosen. Integration Testing The purpose of unit testing is to determine that each independent module is correctly implemented. This gives little chance to determine that the interface between modules is also correct, and for this reason integration testing must be performed. One specific target of integration testing is the interface: whether parameters match on both sides as to type, permissible ranges, meaning and utilization. The individual modules were aggregated one by one and functional testing was performed. The integrated product was considered as a black box and the output (report) is generated depending upon the data present in the flat files.

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System Testing Software is to be incorporated with other system components (e.g. new hardware, information), and thus a series of special tests are to be conducted. Many times, software products are designed to run on a variety of hardware configurations. The software should actually be tested on much different hardware set ups, although the full range of memory, processor, operating system, and peripheral possibilities may be too large for complete testing. There are many types of specifications and we should be aware of those as we perform system testing. During system testing, we should evaluate a number of attributes of the software that are vital to the user. These attributes represent the operational correctness of the product. Some of the attributes tested are: Usable: The product is convenient and easy to use. A nave user can also compare the flat files by browsing the files from their computer and selecting the corresponding interface. User can also add the new interface and can also make modifications in the existing interface. Secure: Only the authorized user is able to use this tool. Compatible: The product runs correctly using YUI_EXT Library, works correctly in conjunction with existing software. Performance Testing Performance testing is used to uncover performance problems that can result from lack of server-side resources, inappropriate network bandwidth, inadequate database capabilities, faulty or weak operating system capabilities, poorly designed web application functionality, and other hardware and software issues that can lead to degraded client-server performance.

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REFERENCES
1) 2) 3) 4) 5) Wrox Professional ASP.NET 2.0 NIC s website elearning.nic.in (for student trainee) Software Engineering By K.K. Aggarwal www.google.co.in Database Management Systems By Korth

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