CallCenter.doc

SYNOPSIS The project “Call Center Management” automates the operations of a call center by giving replies to the customer’s queries. By adding more entries to the data base store, the application can respond to more number of queries from the customers. The importance is given on giving correct reply to the input queries. The process of the call center management can be easily explained by means of the Data Flow Diagram. The project gets the queries from the various customers and stores them in a centralized data store. When there are number of queries the queries are stored up in a queue and then the queries are processed one by one. There are separate blocks called data recognizer for recognizing the data, i.e. queries, and data interpreter for interpreting those queries. The input query from the customer is first recognized by the data recognizer by comparing with the entries in the data base store. In the database the solution for each and every query is stored and maintained. Then it is interpreted as what type of query it is and how it should respond to the query. The input query is compared with the queries in the database store. The solution for the input query is founded. The information service switch switches the application between different type of distributed services. The final result, the reply to the customer’s query is obtained at the end. The project is developed in the environment of .NET. The server side scripting for the website is done through ASP.NET, client presentations do net through HTML and VB Script with data stored in SQL SERVER database

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1. INTRODUCTION 1.1 PROJECT OVERVIEW The project “Call Center Management” automates the operations of a call center by giving replies to the customer’s queries. By adding more entries to the data base store, the application can respond to more number of queries from the customers. The importance is giving correct reply to the input queries. A mail service is provided to send information from the call center executive to the customer. In turn customer can also send mails to the company regarding the clarification of their doubts about the product details and the company details.This project has 2 modules. These are  Chat services  Mail services CHAT SERVICES Chat application help to the company to provide a source of directly solving the entries of the customer through the call center executive. When ever the customer call the server name and put for the some queries, these calls are directed towards the executive who in turn chat with customer and clear the queries. It involves the following sub modules  Administrator Level  Executive Level  Customer Level MAIL SERVICES The mail services is provided to the customer and the call center administrator to communicate between them. The company should also send mail to customer during the features added to the existing product and price variation

in a regular fashion. It involves the following sub modules.

 Compose  Inbox

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1.2 EXISTING SYSTEM The organization maintains their existing application in Visual basic and data in MS Access tables. This application can not be worked out by their product interested customer residing at their remote location. This application is effective in a LAN network and not suited for internet application. Some of the processes are performed manually. The organization has no suitable application for maintaining the whole set of the business operation. Thus it takes more time when the process is performed manually. 1.3 LIMITATION OF EXISTING SYSTEM • Difficulty in global updating • Database tables are not normalized. • System is insecure. • Time consumption is high. 1.4 PROPOSED SYSTEM The proposed system solves the drawback of the existing system and works satisfactorily. The proposed system is a good management information system. The proposed system is supposed to handle as many number of customer as possible in any particular time. The mail service is also provided to have a communication between the call center executive and the customers. The customer queries should be periodically referred and the solution should be provided quickly.

ADVANTAGES  Information are generated about the communication between the administrator and the customer and supplied to the top management.  WebPages developed are validated at both the server side as well as the client side.  Separate tables are used to store separate information

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 Data manipulation is easily done.

2. SYSTEM SPECIFICATION 2.1 SOFTWARE REQUIREMENTS SERVER Network Operating System

:

Windows 2000 Server

Web Server

:

Internet Information Server5.0

Database

:

SQL Server 7.5

Server Side Script

:

Asp.Net

Developing tool

:

Microsoft Visual Studio .NET

Desktop Operating System

:

Windows 98

Web Browser

:

Internet Explorer5.5

Client Side Script

:

Html / VB Script

CLIENT

2.2 HARDWARE REQUIREMENTS CPU

:

Intel Pentium/Celeron Processor.

RAM

:

32MB RAM or higher.

Keyboard

:

101 KEYS Keyboard.

Mouse

:

Serial Mouse.

Monitor

: VGA Color Display Monitor.

Hard Disk

: 2 GB or highe

Floppy Disk

:

1.44 MB

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2.3 SOFTWARE PROFILE

ASP.NET ASP.NET is a unified web development platform that provides the services necessary for developers to build enterprise-class web applications. While ASP.NET is largely syntax compatible with ASP, it also provides a new programming model and infrastructure that enables a powerful new class of applications. You can feel free to augment your existing ASP applications by incrementally adding ASP.NET functionality to them. ASP.NET is a compiled .NET based environment; you can author applications in any .NET compatible language, including Visual Basic, C# and Jscript.NET. Additionally, the entire .NET Framework platform is available to any ASP.NET application. Developers can easily access the benefits of these technologies,

which

include

a

managed

Common

Language

Runtime

environment, type safety, inheritance, and so on. ASP.NET has been designed to work seamlessly with WYSIWYG HTML editors and other programming tools, including Microsoft Visual Studio .NET. Features of ASP.NET Developers can choose from three programming models when creating an ASP.NET application, or combine these in any way they see fit.  Web forms allow you to build powerful forms-based web pages. When building these pages, you can use web forms controls to create common UI elements and program them for common tasks. These controls allow you to

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rapidly build up a web form out of reusable built-in or custom components, simplifying the code of a page.  Web service is a way to access server functionality remotely. Using services, businesses can expose programmatic interfaces to their data or business logic, which in turn can be obtained and manipulated by client and server applications. Web services enable the exchange of data in client-server or server-server scenarios, using standards like HTTP and XML messaging to move data across firewalls. Web services are not tied to a particular component technology or object-calling convention. Therefore, programs written in any language, using any component model, and running on any operating system can access web services.  Both of these options can take full advantage of all ASP.NET features, as well as the power of the .NET Framework and .NET Framework Common Language Runtime.  All ASP.NET code is compiled rather than interpreted, which allows early binding, strong typing, and just-in-time (JIT) compiling to native code, to name only a few of its benefits.  ASP.NET provides easy-to-use application and session state facilities that are familiar to ASP developers and are readily compatible with all other .NET Framework Application Programming interfaces.  The .NET Framework and ASP.NET provide default authorization and authentication schemes for web applications.  ASP.NET provides a simple framework that enables web developers to write logic that runs at the application level. Developers can write this code either in the global.asax text file or in a compiled class deployed as an assembly. This logic can include application-level events, but developers can easily extend this framework to suit the needs of their web application. ASP application code, written in the global.asa file, is completely supported in ASP.NET. You can simply rename global.asa to global.asax when upgrading from ASP.  A web application consists of a set of web pages that are generated in response to user requests.

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 Web applications are a type of client/server application. In a client/server application, a user at a client computer accesses an application at a server computer. In a web application, the client and server computers are connected via the Internet.

MICROSOFT INTERNET INFORMATION SERVER (IIS) The Microsoft Internet information server (IIS) is a secure, high-speed information publishing system that runs on Windows 2000 server computers. It is designed for publishing on the Internet or on internal networks. IIS is highly extensible through the use of both common gateway interfaces (CGI) and Internet server application-programming interface (ISAPI) . The application runs on the server computer under the control of web server software. For ASP.NET web applications, the server must run Microsoft’s web server, called Internet Information Server, or IIS. The web server must also have Microsoft’s .NET Framework installed. Web applications built with other technologies (such as JSP or Cold Fusion) often use Apache rather than IIS and do not need the .NET Framework SQLSERVER Microsoft and Sybase teamed up to create SQL Server. It ran only on IBM’s OS/2 operating system platform. After release of version 6.5 Microsoft and Sybase separated and SQL Server made its progress into the competitive market. SQL Server 6.5, the earlier mainly focused on database design and implementation. The Latest version 7 is a significant release of SQL Server. In the version two major changes have been made.  New Server architecture  Inclusion of graphical tools likes Web Assistant Wizard, Data Transformation services.

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However, the new version maintains ANSI standards and 6.x compatibility. SQL Server is an SQL-compliant RDBMS. SQL-complaint means it uses the ANSI version of Structured Query Language (SQL). SQL is a set of commands that allows you to modify or retrieve information from the database. The ANSI and International Standards Organization have defined various standards for SQL. Most Modern RDBMS products have their own dialect of SQL. For example, Oracle has PL/SQL. SQL Server supports SQL-92 standards. It uses a version of SQL called Transact- SQL. Client/Server means that SQL Server is designed to store data in the central location (the server) and it can be shared on demand to numerous other locations (The client). SQL Sever is also a Relational Database Management System.  Understanding Relational features of SQL SERVER  Information Representation In SQL Server data is represented in terms of rows and columns of a table. Data Stored as a table can be easily visualized, because we encounter data stored in tables in everyday life. For example, train or plane schedule can be referenced as a table.  Unique Definition of Rows The relational model requires each row to be uniquely defined by at least one or more columns of a table. The unique row requirement ensures that each row in the table can be accessed and changed independently from other rows of a table. It means a change made to a row in the table does not affect the other rows. In Unique Definition of Rows we can make each row of a table unique by using a feature called a constraint, which is a property that can be placed on a column or set of columns in a table.  Systematic treatment of Null values

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SQL Server, like most RDBMS treats Null values Zeros and blanks differently. While creating a table, one can specify whether a field allows Null values or not.

 High Level Update, Insert and Delete In SQL Server if a record is updated or deleted in a master table the corresponding record in the other table is also updated or dropped, this process of ensuring that corresponding records of related tables are maintained to keep the relationship intact is called Referential Integrity. QUERY FUNDAMENTALS Once the data is entered in SQL Server database, you need to have a way to retrieve it, to change it, to add or insert new data or to delete existing data. In SQL Server, a data that is stored across tables in one or more databases can be combined using a query. Query is a request for data stored in SQL Server database. Basically, it is a specific demand from the user for retrieval, modification or deletion. Query is fired by the user and is processed by the SQL Server .These are different ways of accessing the information in SQL Server: Transact SQL is one of them. TRANSACT-SQL PROGRAMMING LANGUAGE There are several methods of programming SQL Server applications. Transact-SQL is the SQL database language used by the SQL Server. Client applications use this language to communicate with the SQL Server. Transact-SQL is used to create and manipulate database objects as well as for inserting, selecting and updating data. Transact-SQL is a standard language for communication between the SQL Server and the application. The Transact-SQL language is an enhancement to Structured Query Language (SQL), the ANSI standard relational database language. It

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provides comprehensive language for defining tables, inserting, deleting, updating and accessing the data in the table.  Elements of Transact-SQL The elements of Transact-SQL are as follows:  Data Definition Language (DDL)  Data Manipulation Language (DML)  Data Control Language (DCL) MICROSOFT SQL SERVER TOOLS  Enterprise Manager  Query Analyzer  Enterprise Manager SQL Server Enterprise Manager is a graphical tool that allows easy configuration and management of Microsoft SQL Server and SQL Server objects. Enterprise Manager can be found in SQL Server7 program group. SQL Server Enterprise Manager can also be used to:  Manage Logins, permissions and users  Create Database  Take back up of database and transaction logs  Manage Tables  Query Analyzer The SQL Server Query Analyzer allows you to create adhoc queries and run them interactively. The Query Analyzer also has a color-coded editor to assist the user with checking of syntax. It also has context sensitive help. VB SCRIPT Scripting language used mostly at the client level which have the capability of creating dynamic web pages. The essential need of VBScript is due to the following requirements

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1.user interaction 2.data validation 3.client side utility FEATURES a. Interpreted language b. Object oriented support c. Provides procedural capabilities d. Works on event driven model e. Embedded within ML format f. Works on DOM (Document Object Model) ELEMENTS OF VB SCRIPT a. Variable b. Arrays c. Control statements d. Functions e. Objects f. Events To program with ASP.NET, VB Script is probably the most common language. VB Scripts only has one data type the variant data type. The variant is used because of its flexibility with all data types. The variant data type is unique in the sense that the variant actually changes behavior depending on the type of data it is storing. The variant uses subtypes to provide some optimization and data type specific functionality. The subtype information is shown in following table.

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3.SYSTEM ANALYSIS AND DESIGN

3.1 DATA FLOW DIAGRAM

Executive 1

Customer queries

Data recognize r

Reply to customer query

Information Service Switch

Centralized data store

Data Interprete r

Executive 2

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Reply to customer query

3.2 DATABASE DESIGN CALL CENTER MASTER Field Name Cid Ccname Mail Id Ph Mob Fax Add

Description Call center id Call enter name MailId Phone Mobile Fax Address

Type Varchar2 Varchar2 Varchar2 Varchar2 VarChar2 VarChar2 VarChar2

Size 25 25 25 20 20 20 20

COMPANY MASTER Field Name Cid Cname Contper Ph Email Mob Fax Add

Description Company Id Company name Contact Person Phone Email Mobile Fax Address

Type Varchar2 Varchar2 Varchar2 Varchar2 Varchar2 Varchar2 Varchar2 Varchar2

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Size 25 25 20 25 30 20 10 10

EXECUTIVE MASTER Field Name Ccid Eid Ename Login Id Pwd SkillSet Sex Ph Add

Description Call Center Id Executive Id Executive Name Login Id PassWord Executive Skill set Sex Phone Address

Type Varchar2 Varchar2 Varchar2 Varchar2 Varchar2 Varchar2 Varchar2 Varchar2 Varchar2

Size 25 20 25 25 20 25 10 10 25

CUSTOMER MASTER Field Name Cust Id Cust Name CuId Cpwd Ph Email Add

Description Customer Id Customer Name Customer user Id Customer Password Phone Email Address

Type Varchar2 Varchar2 Varchar2 Varchar2 Varchar2 Varchar2 Varchar2

CUSTOMER REQUISTION

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Size 10 20 20 30 25 25 25

Field Name Qno Qdate Qcustomer Qex Que Ans

Description Query no Query Date Query from Customer Query to Executive Query Que Answer

Type Numeric Date/Time Varchar2 Varchar2 Varchar2 Varchar2

Size 30 20 20 30 30 30

EXECUTIVE STATUS Field Name Ceid Logined Free

Description Customer Executive Id Logined Free

Type Varchar2 Varchar2 Varchar2

Size 25 25 25

MAILS Field Name Mno MDt Mto Sub Messge Vstd

Description Mail No Mail Date Maill to Subject Message Visited

Type Numeric Date/time Varchar2 Varchar2 Varchar2 Varchar2

PRODUCT MASTER Field Name Sid Pid Pname ContId Uom

Description Supplier Id Product Id Product name Contact Id Unit of Month

Type Varchar2 Varchar2 Varchar2 Varchar2 Numeric

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Size 25 25 20 25 20

Size 30 25 20 50 50 20

Rate Desc

Rate Description

Numeric Varchar2

20 20

SUPPLIER MASTER Field Name Sid Sname ComName Ph Email Mob Fax Add

Description Supplier Id Supplier Name Company name Phone Email Mobile Fax Address

Type Varchar2 Varchar2 Varchar2 Varchar2 Varchar2 Varchar2 Varchar2 Varchar2

Size 25 25 20 25 20 20 20 20

3.3 INPUT DESIGN The required inputs are stored in the form of tables. They may be numeric and alphanumeric. The relationships are created with in the tables to access the data efficiently and effectively. Menu is used to select different options. Each and every option has its own input screen. Input screen should have the title and the required variable used to produce the result. The input screen should be user friendly, so that every one can access the options without having the complete system knowledge. During each entry of input data, guidelines are provided to the user to avoid incorrect and inaccurate data entry. Input design is the process of converting the user originated inputs to a computer-based format. In the system phase the expended data flow diagram identifies logical data flows, data stores, sources and destinations. Input data are

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collected and organized into groups of similar data. Once identified, appropriate input media are selected for processing. 3.4 OUTPUT DESIGN The output information must be provided in such a format that the people can understand. After analyzing the operations of the systems. In addition to this, these outputs may be in a format suitable to input for subsequent processing. Computers output is the most important and source direct source of information to the user. Efficient, intelligible output design should improve the systems relationships with the user and help in decision making. The standards for printed output suggest the following:  Give each output a specific name or title.  Provide a sample of output layout, including areas where printing may appear and the location of each field.  State whether each output field is to include significant zeros, spaces between fields, and alphabetic or any other data.  Specify the procedure for providing the accuracy of output data.

4.IMPLEMETATION The implementation phase of software development is concerned with translating design specifications into source code. The primary goal of implementation is to write source code and internal documentation so that conformance of the code to its specifications can be easily verified, and so that debugging, testing and modification are eased. This goal can be achieved by making the source code as clear and straightforward as possible. Accomplishing the following task of two phases does the project implementation

Phase I

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Establishing a Windows 2000 server Installing the Visual Studio.Net Configuring IIS 5.0 Setting up the virtual path for the call center site Uploading the physical .aspx files in to the site. Establishing the call center utility Starting the web services Providing a security through server login authentication

Phase II Setting up a client machine for browsing through the site Entering the URL in the web browser Make the client to go through the call center site Login in with admin user in the call center utility Govern the application and the network services

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5.TESTING Software testing is an important element of the software quality assurance and represents the ultimate review of specification, design and coding. The increasing feasibility of software as a system and the cost associated with the software failures are motivated forces for well planned through testing. Testing Objectives These are several rules that can save as testing objectives they are:  Testing is a process of executing program with the intent of finding an error.  A good test case is one that has a high probability of finding an undiscovered error. Testing procedures for the project is done in the following sequence  System testing is done for checking the server name of the machines being connected between the customer and executive..  The product information provided by the company to the executive is tested against the validation with the centralized data store.  System testing is also done for checking the executive availability to connected to the server.  The server name authentication is checked and availability to the customer  Proper communication chat line viability is tested and made the chat system function properly.  Mail functions are tested against the user concurrency and customer mail date validate.

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Unit Testing Unit testing focuses verification effort on the smallest unit of software design module. Important of tests and uncovered errors is limited by the constrained scope established for unit testing. In unit testing, each module is tested separately.In this project web page controls are evaluated by unit testing. Integration Testing Integration testing is a systematic technique for constructing the program structure while conducting tests to uncover errors associated with interfacing. The objective is to take unit tested modules and build a program structure that has been dictated by design. There are two strategies in integration testing.  Top-down Integration  Bottom-up Integration In Top-down integration modules are integrated by moving downward through the control hierarchy, beginning with the main control module. Bottom-up integration testing begins construction and testing with atomic modules. That is, modules at the lowest levels in the program structure. This project follows bottom-up integration. Validation Testing Validation is the process of evaluating software at the end of the software development process to determine compliance with the requirements, various validations. In this project, Textbox is the input box for getting the user's inputs. If the user does not enter the correct data type mismatch data type error will be occurred.

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6.CONCLUSION This project Call centre Management has been designed and developed as per the specification. The project is very simple for clear understanding. The code written in this project is very clearer. Many statements that make the code unclear are omitted. The system is tested with various sample data’s. This package developed is tested with sample data, which were to provide the satisfactory results. After the system has been implemented, the maintenances of the system should be very easy so that the forthcoming changes can be made easily. This has been developed is so flexible that the change can be made easily. Some of the error handler modules are also used. Thus all this features makes the project success.

FUTURE ENHANCEMENT The project feature can be further enhanced with all authentication and logon information by encrypting the data when transmitted over customer and the textile web site. In addition, it is possible to configure windows 2000 server networking for further firewall security so that all data that passes between a client and server is secured properly. Enhancing various elements, which are not required for the current set of the business process, can further develop the project. It should be possible to check the authentication then there required by any personnel of the Call Center Company. This would help in avoiding the non-authenticated users modifying the data improperly.

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BIBLIOGRAPHY BOOKS  SYSTEM ANALYSIS AND DESIGN

-Elais Awad

 AN INTRODUCTION TO DATABASE MANAGEMENT SYSTEM

-Bipin C Desai

 SQL SERVER 7.0

-David Solomon,Ray Rankins

 ASP.NET 1.1

-Bill Evjen, Jason T. Roff

 SOFTWARE ENGINEERING

-Roger S.Pressman

WEBSITES www.asp.net www.aspadvice.com msdn.microsoft.com/aspnet/

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