A HAND BOOK ON BILLING AND CUSTOMER CARE SYSTEM IN GSM NETWORK

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1 A HAND BOOK ON BILLING AND CUSTOMER CARE SYSTEM IN GSM NETWORK JABALPUR

2 INTRODUCTION: The Billing and Customer Care System (B&CCS) is an integrated customer care, billing and accounting platform and supports flexible billing for wide range of GSM services, viz. Tele-services, Bearer services, Supplementary services, GPRS, WAP and IN services etc. It is primarily responsible for activation, deactivation suspension of subscribers, provisioning / de-provisioning of various services to the subscribers and billing for the various services used by the subscribers. In BSNL, at present, there are 4 B&CCS networks one at each zone serving for EAST (6/8 LSA), NORTH (7/8 LSA), WEST (3 LSA), & SOUTH (5 LSA). I. FUNCTIONS: The major functions of B&CCS are: 1. Inventory and SIM management. 2. Activation / deactivation of mobile numbers. 3. Provisioning / de-provisioning of various services to the subscribers. 4. Handling of requests from customer care centers regarding telephony services and billing queries. 5. Swapping of SIM and MSISDN. 6. Collecting, processing and storing of CDRs (Call Detail Records) from the Network Elements. 7. Rating the CDRs and Billing. 8. Payment and Collection 9. Billing for Inter connect Usage Charges 10. Provision for testing new products / services before commercial launching. 11. Threshold monitoring. 12. Intrusion detection and Fire wall functions. 13. Trouble Ticket (Remedy) system. 14. Handling of TAPIN & TAPOUT for Revenue settlement with roaming partners. II. COMPONENTS IN B&CCS: a) Functional components: Function wise, there are two major components in the B&CCS system. They are Mediation device and Billing and customer care module. b) Physical components: 1. Servers of various capacities for Mediation, OM, Billing, Customer services, Test & Development, ICB, Remedy and Backup etc. 2. High capacity and high performance storage devices. 3. LAN / WAN switches. 4. Central Router, MSC Routers, Level I, II, III Routers. 5. Work stations and printers. 6. Network Elements like MSC, IN, SMS server, WAP server etc. The B&CCS network at one station is connected to a system at a geographically distant location for Disaster Management purpose. (e.g. In south zone, the B&CCS n/w at Trichy is connected to disaster recovery system at Hyderabad ). JABALPUR Page 1 of 18 Date

3 III. The general network diagram of B&CCS is shown below. THE OVERALL NETWORK ARCHITECTURE Servers & Storage devices Level I Router E1 Link Central Router Level II CCN N/W MSC Router Workstations Level II Router MSC ISDN CLOUD ISDN BRI MSC N/W Level III Router Printer Workstation Level III CCN N/W Disaster Recovery System JABALPUR Page 2 of 18 Date

4 IV. Brief description about connectivity: MSC connectivity: MSC and other value added services (VAS) servers are connected to MSC router that is available at each MSC location. MSC routers are, in turn, connected to Central Router at B&CCS site through E1 links. The Central Router acts as an aggregator for all the links from the MSCs. The Central Router is connected to LAN switch of the B&CCS network. CCN connectivity: The CCN (Customer Care Node) network is designed in 3- tier architecture. Level III terminal locations, i.e. Level III Routers, are connected to Level II CCN location Router (i.e. Level II Routers) through ISDN dialup connection. The Level II LAN locations are connected to Level I Router, Which is provided at B&CCS site, over LAN or WAN. The Level I Router is connected to LAN switch and thus forms part of the B&CCS network. The CCNs are equipped with Workstations and printers as per requirement Servers and Storage devices: The servers for Customer Services, Order Management & Billing Process, Mediation, Testing & Development, Trouble Ticket, Backup, Inter Connect Billing and Data warehousing, storage devices and other miscellaneous equipments like Intrusion Detection System (IDS) and Firewall all are connected to LAN switch and thus form integral part of the B&CCS network. V. Brief description about functions of B&CCS: 1. A subscriber can just walk into any of the CCN locations (CSR) and request for any GSM service. The requests may be for activation, deactivation, suspension or change of services etc. These requests reach the Order Management (OM) module of the B&CCS network and they are processed and executed by it. A new account is created in case of new connection. This is updated in the Billing system (BP) for billing the subscribers. The same request is processed by the Mediation system and converted into appropriate switch commands. This command is then fired to the corresponding Network Element / Network Elements, viz, MSC, IN, WAP server, SMS server etc. for activation / deactivation / suspension / provisioning / deprovisioning of the requested service. The Network Elements execute the commands and also update the Mediation and Billing systems by way of acknowledgement. Thus the requested service is extended to the subscribers. The servers called Customer Service (CS) servers in B&CCS network handle the CCNs. 2. The MSCs or other NEs generate a record called Call Detail Record (CDR) for each call or any activity made by the subscribers. These CDRs are stored in the NEs. The mediation device or pre-mediation device, as the case may be, picks up these CDR files periodically through the WAN, which comprises of MSC Router and central router. 3. The CDR files reach the Mediation server. The Mediation System does the following actions on the CDRs. They are Collection, Filtering, Conversion, Aggregation and Dumping. The CDRs are collected by the Mediation Server from all the NEs and are checked for the proper format. Duplicate check is also carried out. The records that are not in the required format are rejected out and not processed further. The error CDRs are put into a log file (bad directory). The CDRs in the proper format are pushed to next stage of process called Conversion wherein they undergo different activities like Elimination, Filtration of unwanted CDRs, Aggregation of the partial CDRs, Streaming, Correlation and Sequence validation and Conversion to required out put format that can be further handled by Billing and ICB systems The converted files are finally stored in Dumpers for end application. JABALPUR Page 3 of 18 Date

5 4. The converted CDR files are pushed to Billing Server (BP). BP runs processes like COM, MCAP and CAP wherein the records are separated according to subscribers and are Rated as per the applicable Tariff plan. The tariff table is flexible and user friendly that can be modified as and when the tariff is revised. The rated CDRs are then stored in cdr data file. The in-roamers CDRs are also rated as per configuration & TAPOUT files are generated for different roaming partners. The out roamer CDRs pre rated at VPLMN are received as TAPIN files. Such TAPOUT/TAPIN files are nothing but Invoices raised between roaming partners. Inter zonal TAP files are exchanged between four zonal B&CCS of BSNL. For MTNL & International partners it is via third party clearing houses. On the 1 st of day of each month Bill run (process like BIP& BIF) is being done i.e. preparation of Invoice / Bill for individual subscriber. Besides preparation of Bills, the BP carries out other miscellaneous functions like Collection, Adjustment and Payment. It can also perform Threshold monitoring function, where it checks the subscribers exceeding the allowed credit limit and raises alarm. When subscriber does not pay Bills, it can initiate actions for sending SMS, barring of o/g, i/c calls etc.and restoration of services once the bill is paid. 5. Another important component in B&CCS network is Inter Connect Bill (ICB) server. Like BP this is not directly associated with subscriber billing. It generates Bill / Invoice for other operators who use our (BSNL) network. The Interconnect Usage Charges (IUC) calculation is done here. The CDRs, i.e. converted files, from Mediation system are pushed to ICB server. The CDRs are processed and Rated in the ICB system. Here also the records that are not in the required format are not processed. Invoice is generated for O/G and I/C calls separately. The Invoice for I/C calls is used for Billing the other operator. The Invoice of O/G calls is used for Reconciliation of other operator Bills raised against BSNL. The system is so flexible that invoices can be prepared Trunk group wise, Operator wise, Circle wise etc. It can also generate invoices at required periods, viz, daily, weekly monthly etc. 6. Before introducing any new product or service to subscribers, first they can be tested in Test & Development (T&D) server and then it can be launched commercially. 7. Trouble Ticket (Remedy) server takes care of complaints booking. This server processes any complaint in respect of GSM service booked from any customer care centre. The details of the complaint are sent to respective sections, viz, MSC, IN, OM, and BP etc. for further action. The subscriber is given a complaint Id. No. (i.e. docket) for reference. The status of the complaint is also updated in the system as and when it is attended and data is input to the system. The same can be queried and viewed from any CCN terminal. It should be capable of generating required types of reports. 8. In order not to loose any data from the B&CCS system, in case of crash, the whole data in the network is backed up in tape storage devices through a system called Back up server. A tape library is connected to the Back up server. This server controls the tape library, client backups and schedules. This server stores the data from the nodes on to the tapes. The present system takes Full back up on weekly basis and Incremental back up daily. 9. Data warehouse system: As the CDRs of Prepaid services need not be rated in the BP, instead of just discarding them, these CDRs are stored in Data warehouse system for future JABALPUR Page 4 of 18 Date

6 reference, if needed. CDRs of Postpaid services are also stored in this system for applications other than Billing. For example, Decision Support System (DSS), Fraud Management Service, Police verification are the few services, which may require CDR reference. The CDRs in the Data warehouse system can be directly handled for any such services, even in future, without disturbing the online activities in the B&CCS network. 10. IDS & FIREWALL SYSTEM: Security and data integrity are very much essential for any network. In our B&CCS network, Intrusion Detection System (IDS) and Firewall are deployed. The firewall acts as a security gateway between our network and the external world (Internet). It prevents attacks from untrusted networks and protects data integrity of critical information. Firewall tracks and controls network communications. It decides whether to pass, reject, encrypt or log communications (Access control). IDS keeps a log of IP addresses who have entered the network. VI. Testing of B&CCS network: The tests on B&CCS equipments can be broadly classified into two categories. They are: Tests on Hardware and that on Software (i.e. functionality tests). 1. Hardware tests: 1.1 Pre switch on tests: The pre switch on tests like the ones given below are carried out as usual for any other system. - Check of Earthing System and its Distribution - Check of Air Conditioning - Check of Fire Alarm System - Check of False Flooring / Antistatic Flooring / False Ceiling - Check of Engine Alternator - Check of Power Plant / Battery including UPS with battery backup - Check of Lighting and Power Outlets - Check of Cable Laying and Termination - Approved Lay out, LAR, Approved IP allotment & General Inspection - Hardware Conformity Test including racks, Lap Top Computers, spares & etc. - Check of Ethernet Cabling - QA Certificate for the indigenous Equipments - Check of Documentation for a. Interconnectivity diagram of all the equipments with existing Servers. b. Hardware configuration for each Server. c. System check from administrative point of view. d. Maintenance Procedure & checks. JABALPUR Page 5 of 18 Date

7 e. Backup & Restoration procedure. f. Document for Application - Standard operating procedures - Configuration - Installation - Maintenance g. Archiving & restoration procedure - Billing & Customer Care System Architecture, indicating various components of the system - Detailed Network configuration & connecting diagram - Application software version details, operating software & various modules - Verification of software license of various applications / system software in the name of BSNL 1.2 Post switch on tests for hardware components: The LAN SWITCH has to be tested for the following 1. Hardware check as per Bill of Material 2. Check for redundancy a. Power Supply b. Hard disk c. Processor 3. Software conformity a. Record boot procedure b. Check for additional software and updation of patches. 4. Check for proper working of all peripherals. 5. Check for connected networks and redundancy, if any. 6. Check for backup and restore through Network (if available). 7. Extension of alarms 8. Network Management in terms of viewing the health of all Managed devices SERVER: The following are the Hardware tests for Servers. -H/W & S/W Check (as per BOM) - Boot up & Shutdown process Cluster fail over to be checked for all the servers with the application is running JABALPUR Page 6 of 18 Date

8 - System health diagnostics and performance monitoring -Redundancy check for the following 1. Processors 2. Ports/Networks 3. Power Supply 4. Fan assembly - Hot Swapping of 1. Processor 2. Hard disk 3. PCI Cards - On lines S/W patches update - Configuration/Partitioning (O/S) - Backup/Restoration of - O/S - Application and Database - User authority/ Administration Management - Log / Audit STORAGE SYSTEM: Hardware tests on Storage systems are: - BOM Verification (Hardware & Software) -Connectivity diagram between Servers and Storage units : Physical checks & records. Redundancy for all units individually: - a. Power supply. b. Fan assembly. c. Fibre cables. - Configuration: a. Hard disks b. LUNs c. Spare Disks - Error log - User Management TAPE LIBRARY AND BACKUP - Check Redundant hot swap power supplies. - Check redundant Power Dist unit - On line historical logs for backup & restoration JABALPUR Page 7 of 18 Date

9 - Check LAN Backup - Check of Split mirror Backup & restoration - Media check utility: Online read write verification - Media management library: a. Locations/Security/Access mechanism b. Frequency of backup/ Routine check c. No. of read/write cycle on same for faithful restoration 2. Functional (Software) tests: After completing the hardware tests, The following functional tests are to be carried out to ensure proper working of the system. 2.1 Tests w.r.t. Mediation system: - Verification of Collection of CDRs from different Network Elements. - After collection of CDRs, the following checks are to be done. - Check for comparison of CDRs - Check of CDR format translation - Check for Consolidation of partial CDRs - Sample verification to merge a number of CDR files from a single source or multiple sources into a larger output file. - Transformation of incoming CDR formats to an outgoing format required by the downstream applications. - Check of Disk cleanup. - Verifying partition of data received from the switch into different streams based on the type of the generating network elements or CDR record flag. - Sample check for Scheduling of collection process and distribution process by weekly, daily or at an absolute time. - Verification of all Logs & Reports (Logs like Error logs, Data Base audit logs, transmission logs, collection logs and reports like collection report, transmission A/C & processing report, error report). - Backup & Restoration. - Password management including idle time-out feature. - Verifying Storage of data in compressed mode. - Check deletion of files after the files are collected in the Network element after a pre defined programmable time. JABALPUR Page 8 of 18 Date

10 - Verification of CDR file Sequence number during collection so that no files are lost or duplicated. - Generation of alarm for duplicate file detection and missing sequence number and auto repolling. - Check for ability to configure new elements like MSC/SMSC into mediation system. - Check for ability to configure new level codes for fixing appropriate type IDs for down stream application. - Configuration of all existing codes to be checked 2.2 INVENTORY management: - Loading of inventory from GUI or using Inventory Bulk Loader. Load MSISDN, SIM and IMSI in Bulk (via batch program). - SIM REPLENISHMENT job for Postpaid & Prepaid (During this process IMSI, SIM and MSISDN are automatically containerized. IMSI, SIM and MSISDN status is changed to Available. - Search Functionality by - MSISDN - Availability - External_id (IMSI, SIM) - Golden Category, Silver category wise availability and utilization - Inventory Search/View Details/Assigned to an account from CC - View inventory assigned to a subscriber and the details of that inventory from CC. - SIM/MSISDN SWAP for Prepaid and Postpaid accounts. - Inventory History of an account. - Check for SIM order file generation for procurement of SIMs. It should keep track of previously generated files to avoid giving same data for different vendors. It should check for Vendor ID, Track ID, and Circle ID along with ICCID&IMSI details required for manufacturing SIM. - Check for SIM loading tool for loading the OUT file received from SIM manufacturer. - Discrete number Bulk provisioning, utility 2.3 Tests for Customer Care Center: - Search functionality using - Customer name - Account number - Service type - External id and company name All of these criteria shall support wildcard searches. JABALPUR Page 9 of 18 Date

11 - Search functionality - CSR Segment Wise - Verify GUI access when link failure (password not to be displayed). - Create New Customer Acquisition (NCA) for Prepaid, Postpaid, VPN, CUG. - Verify Friends & Family provision - Verify corridor plan attachment - Verify Corridor plan restrictions i.e. up to 2 numbers. - Search, View and Print Invoices from CC: - View Itemized/Summary Invoice. - View Details of an account - Open an existing account: - "Account Summary" Section - "Service" section - "Invoices" Section - "Hierarchy" Section - "Collections" Section. - Changing Account. - Changing Service. - Transfer of Service. - Cancel /Disconnect a service. - Delete Account. - Assign Credit Limit to the customer through GUI with some restrictions. - Order Creation: Eg Account Creation, Account Change. - View Order Details - Modify/Cancel Existing Order - Verify order modification after finish order - View/Modify Milestones of a Workflow belonging to an order: WFM GUI. JABALPUR Page 10 of 18 Date

12 - Change Tariff/ Plan - Verify Plan change with no barring(og,ic) for SI - Tariff plan change without disconnection in HLR - Customer centre GUI should be able to indicate installed version of GUI. And it should be able to prompt CSR if latest version is installed. 2.4 TESTS FOR CHECK OF BULK PROVISIONING: - Creation of new account in bulk - Bulk provisioning for Pre-Paid and Post Paid - Bulk addition of Mobile Numbers - Bulk addition of Package and Component - Bulk deletion of account - Bulk deletion of Mobile Numbers - Bulk deletion of Package and Component - Bulk provisioning and deletion test for discrete MSISDN - Bulk provisioning for CUG/VPN 2.5 TESTS ON SECURITY USER INTERFACE: - Create & Manage CSR User account - Search CSR based on User(s), Role(s), Resource(s) and Policy Rule(s) - Allow or Restrict access to functionality at CSR level - Add Rules to existing Resources and Roles - Create / Manage access level referred to as role. - Login Audit Management Login with invalid password for CSR account. Repeat this action more than 3 times - View audit logs The System should be able to show failed attempts to login in audit logs from GUI - System should able to create a circle level user who can create users but not able to modify the roles. - Module based user access 2.6 TESTS ON CONFIGURATOR: - Configurator for package configuration - Verify Pkg. Configuration replication on all DBs. 2.7 MESSAGE PROCESSING: - Check of Usage Handling and tracking from end-to-end, including re-rating and error usage utilities Valid usage should get rated as per customers profile. Error record should get into error usage table. JABALPUR Page 11 of 18 Date

13 - Verify rating of local usage by billing system System should rate calls as per customer profile. - Store the associated usage and rate information in the database - Enable the processed usage records to be reviewed and corrected (if processing errors occur) - Rating according to the service class - Verify capability to support tariff plans based on the usage - Check for Special Tariff Plans. - Verify start and stop date for Tariff Package and Tariff Plan - Verification of rating based on duration, distance, time of the day etc System should rate calls as per configuration - Testing the capability of billing system to rectify unbilled error call records - Recalculate rates for unbilled usage that has already been guided and rated - Check for tariff s based on the geographical dependence such as destination and zone - Verify rate plans for usage charges supporting different rates for different parts of call Calls should get splitted and each leg should get rated as per the tariff configured - Rating of calls with old and new rates based on effective date Calls should get rated differently as per the effective dates configuration - Duplicate CDR check for CDRs processed in last 90 days Duplicate CDRs should get rejected - Reconciliation of CDR count during MPS processes No CDR should get missed - Report is to be verified, how many CDRs received, processed, Rejected due to errors(miu) - Verify Operation Center features for backend operation processes like BIP, BIF, MPS, and TOP etc. 2.8 BILLING: - Verify bulk and incremental discounts and taxation methodologies. - BIP discount prorating when change in discount rate during bill cycle. - Verify special balance-due amounts to exclude - Disputed amounts - Amounts in collections - Amounts on invoices whose payment date has not yet been passed - Check different discount Rates & special rates based on customer category - Verify special rate, discount or both with customizable plan Id - Verify special rate, discount or both - Demonstrate Cross product discount - Check Friends & Family using Corridor plan feature JABALPUR Page 12 of 18 Date

14 - Verify invoice cycle including annual, monthly, bi-monthly, quarterly, weekly and even daily cycles. - Various options with regard to the timing within each bill cycle when the customer receives an invoice - Testing for Interim Bills/ Proforma and hot bill - Hot invoice generation - Verify Invoice timing enabling customers to change invoice cycles. - Easy introduction of new billing cycles. - Restrict discount to specific account category - Verification of Discount based on the accumulated gross amount of qualifying usage charges during a specified period Discount should get applied only on usage that falls between bill period - Flexible formatting of Invoices Bill message flexibility should be there - Preparation of detailed bill based on type of usage like Local, STD, ISD - Bill split / refinance option Customer should be allowed to pay dues in installments of equal amount - Real time and batch invoice calculation - Support for Tax & exemptions - Separate taxes to both products and services - Verification of tax in a flexible manner, either in the form of a fixed amount, a percentage or combination of bot - Verify localized printing facility including bar-code printing - Verify Rating and Billing of existing RC's Rating and Billing should be done as per tariff - Verify Rating and Billing of existing NRC's Rating and Billing should be done as per tariff - Verify Rating and Billing of existing Usage Types Rating and Billing Should be done as per tariff - Incremental discount functionality & complex discount functionality - Verify BIP Back out functionality - Verify if BIP supports -ve new charges - Rollover unit credit functionality Rollover unit credit should be applied first - Check new discount restrictions based usage guided to one or more product elements - Daily unit credits Customer should get discounted charges - BIP Supports embedded Bit Map graphics - Display of Tax in flexible manner i.e. different components like education cess, higher education cess should be displayed separately and accordingly reports should be generated - Bill cycle change and reflection on BIF JABALPUR Page 13 of 18 Date

15 - Reconciliation of loaded charge matrix with Corporate Charge matrix 2.9 TESTS ON PAYMENTS AND ADJUSTMENTS: - Check whether CSR is able to capture payment information using payment entry interface. The system should support Bar-Code reader Payment should be successfully applied - Verifying support for cash, cheque and credit card payment entries through GUI - Verifying support for ECS, Credit Card & LBX payment entries - Check whether CSR is able to create Payment entry for a specific invoice - Verifying multiple payments creation - Verifying generation of receipt by CSR after accepting any payment/reversal - Check reversal of payment by CSR - Check deposit entry by CSR. (Deposit should be Account wise) Deposit should be successfully get entered in DEPOSIT table - Verifying an item level adjustment against an invoice by CSR - Check of miscellaneous credit adjustment against an invoice by CSR - Check of reversal of an adjustment against an invoice by CSR - Check of modification of an adjustment against an invoice by CSR - Check of modification of an adjustment with supervisor approval by CSR - Check whether CSR is able to return a deposit as a payment - Check of generation of refund order by CSR - Entry of deposit in bulk from back date (Deposits received at offline counter and later updated in system) - Adjustment with and without service tax - Check of daily account reconciliation ( both cash and all instruments ) CSR wise 2.10 TESTS ON THRESHOLD FUNCTIONALITY: - Threshold should have facility to set credit limit account number wise. - Verification of OG barring when crossing threshold limit - Check of configuration of different Account Profiles - Verifying configuration alarms for different threshold limits & automatic sending of SMS - Checking alarm when client configured threshold limit is exceeded - Threshold should handle interim bill / Proforma Bill Threshold amount should get reset to zero with new threshold entry and final bill must take care of interim payments. - Automatic disconnection after certain grace period on crossing credit limit. (Integration of THS with Collection module) - Restoration after payment even made as deposits or payment against interim bill. JABALPUR Page 14 of 18 Date

16 - Setting of credit limit as per Corporate license i.e. based on account category, security deposit and trend of last six month bill 2.11 TESTS ON COLLECTION PROCESS: - It should be possible to assign and change lower balance due for entering in collection, customer account category and plan wise System should store lower balance due of customer, plan and a/c category - Check for calculating out standing debt for customers for call charges as well as non-usage charges, as per account category - Check for reports with the list of customers exceeding their limit during Credit Limit Check - Customers assigned refinance plan should not enter collections - Account category wise collection scenario - Remove account from collection processes. After receipt of payment Assertive cure - Check write off module without outstanding limit - Auto reconnection should happen taking into Account balance. - Check for Circle wise collection reconciliation 2.12 Tests on Roaming scenario: - Creation of local and remote operator - Creation of partnership between local operator and remote operator - Creation of agreement for partners - Check for sending / receiving files from clearing house - Application of rate, tax & surcharge for in-roamer usage records - Check of record types for MOC, MTC, and GPRS type of usage for in-roamers. - Check of record types for MOC, MTC, GPRS & SMS type of usage for outroamers - TAPOUT Process: Usage records of in-roamers should be sent to the Roaming partner/clearing house in relevant TAP format. - TAPIN Process: Usage records of out-roamers should be received from the Roaming partner/clearing house and should be processed by MPS TAP-In file must be generated in BP format - High Usage Report generation for In Roamers - Rejection of TAP IN file in case of errors - Rejection in case of Duplicate file / CDR record - Generation of Report for Missing TAPIN Files JABALPUR Page 15 of 18 Date

17 - Roaming system supports different rates for different operators. - Roaming system supports MMS, SMS type records also for in roamers and out roamers - Roaming system should generate various reports as prescribed by Corporate office or for operational requirement 3. Various types of reports: The B&CCS system should be capable of generating the following reports. 3.1 CDR related reports: - Number of CDR files collected from each Network element by Mediation Device - Number of CDR records delivered to downstream by Mediation device - LSA-wise CDR reports received, processed, sent to Error (Daily, Weekly, Fortnightly, Monthly, Quarterly, Yearly) - Network Element wise CDR reports received, processed, sent to Error (Daily, Weekly, Fortnightly, Monthly, Quarterly, Yearly) 3.2 Revenue Generation related Reports: - List of refunds effected - Summary of New Mobile activated - Monthly summary of refunds made - Plan wise Revenue - Monthly list of bills cancelled - Monthly list of bills written off - Operator wise list for TAPIN & TAPOUT call charges from/to other operators - Circle wise list for TAPIN & TAPOUT call charges for Inter circle roaming - VAS charge report e.g. call waiting, SMS, voice mail etc - Roaming subscription charge report for National & international roaming - Report for payment collected by CSRs SSA/Circle wise on daily basis / weekly / monthly etc - CSR wise adjustments posted for each circle - Write off details of invoice for particular account in a CSR of each SSA/Circle. - Prepayments of past excess payments that are being adjusted in the current invoice - The payment reversals for pre-payment and deposit payments - The daily payment collected for the CSRs toward the initial payments JABALPUR Page 16 of 18 Date

18 - Daily payment collected for the CSRs against the invoices - Details of the cheque payment received containing cheque No., date of issue, bank details and the amount for a particular account number - Report of cheque dishonor with details - Summary of all the outstanding accounts for which the bill have been issued at the end of the month - Summary of deposits that are not refunded by the user - Monthly billing details for the various accounts categories - Report of payments transferred from one account to another - Report for re-finance plan - Report generation for raw CDRs and rated CDRs from mediation, billing system, inter-connection billing, accounting system, data ware house, data mining server, fraud management server, coverage area network and offline storage - Report of no. of outgoing and incoming SMS/MMS in each category of local, national and international for both P2P and non P2P, each content category wise for each LSA for both prepaid and post paid category network wise and network element wise - Report of subscriber for various post paid plans indifferent range of revenues generated due to both recurring and non-recurring charges - Report for analysis of VPN and CUG customers with revenue indifferent group sizes in various post paid plans - Report for bill registers summary/ outstanding summary (SSA, Revenue district wise, subscriber profile identities, MSISDN level wise) for customers with international roaming facility - heavy callers - low callers - customers with ISD facility - VPN/CUG customers 3.3 Ledger and Sub-ledger related reports: - Ledger review in respect of cellular phones - Details of disconnection/ reconnection/ closure - Details of discounts and commission - Details of aging outstanding details - Details of unadjusted credits - Details of surcharge - Details of service tax JABALPUR Page 17 of 18 Date

19 - Reports for customer statistics - Reports for fault booking statistics 4. Tests on Trouble Ticket (Remedy) system: - Call Center and all CSR should have access to this system. Trouble ticket system should interface with B&CC system to fetch customer address and services of customer. When mobile number is entered, all the details of subscriber are to be displayed on screen. - Different roles and user names must be available in the system. Users for booking complaints, Separate users for resolving the complaint and close it. - Unique docket is to be generated by the system for every complaint and same has to be sent to Subscriber by SMS - All complaints booked by Trouble Ticket system should be routed to different sections for taking action. - Single closing of complaint and Bulk closing of similar complaints. SMS should be sent to subscriber when complaint is closed along with docket number. This feature is required for cases like BSC failure, BTS failure, when systems are restored all complaints can be closed in single instance. - Summary reports should be available to agents who are booking and for administrator who is centrally monitoring Check for daily/weekly and monthly reports. Conclusion: On completion of phase 4, the B&CCS networks have been upgraded to cater to new value added services like Location based services (LBA), Push to talk (PTT) etc. For LBA services like RTMS, Advertisements etc the billing system is configured to guide CDRs based on the company account numbers & generate invoices for that companies. For PTT, the billing system is made to support rating of CDRs of talk & listen time for the same call. With FX software up gradation in B&CCS, there are changes in Customer care GUI & it has become more users friendly. So also direct access to the database is avoided by introduction of Texido software & users are authenticated by the Security servers. The roaming module is made easy to configure the roaming partners. As such, the B&CCS is operational for all 2.5 G services & let us hope, the system will be enhanced to support 3 G services as well in the days to come. JABALPUR Page 18 of 18 Date

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