TABLE OF CONTENT CHAPTER TITLE PAGE TITLE DECLARATION DEDICATION ACKNOWLEDGEMENTS ABSTRACT ABSTRAK

TABLE OF CONTENT CHAPTER TITLE PAGE TITLE DECLARATION DEDICATION ACKNOWLEDGEMENTS ABSTRACT ABSTRAK TABLE OF CONTENT LIST OF TABLES LIST OF FIGURES LIST OF ABBREVIATIONS LIST OF APPENDICES i ii iii iv v vi vii xi xii xiv xv 1 PROJECT OVERVIEW 1 1.1 Introduction 1 1.2 Problem Background 2 1.3 Problem Statement 3 1.4 Project Overview 4 1.5 Project Scope 4 1.6 Importance of Project 5 1.7 Chapter Summary 5 2 LITERATURE REVIEW 6 2.1 Introduction 6

viii 2.2 Voice Over Internet Protocol (VoIP) 7 2.2.1 VoIP Termination 9 2.2.2 Call Accounting 10 2.2.3 Call Detail Record (CDR) 12 2.2.4 VoIP Billing 13 2.3 E-Business Model 13 2.3.1 Products & Services 16 2.3.2 Infrastructure Management 17 2.3.3 Customer Relationship 19 2.4 E-CRM in VoIP Service 21 2.4.1 E-CRM Perspectives and Definitions 22 2.4.2 VoIP Business Challenges 26 2.5 Case Study 30 2.5.1 Gafachi Communication 30 2.5.2 Voxee Pte Ltd 31 2.5.3 Varphonex 32 2.6 Comparisons Between Case Studies 32 2.7 Conclusions 33 3 METHODOLOGY 34 3.1 Introduction 34 3.2 Project Methodology 35 3.2.1 Planning Phase 36 3.2.2 Analysis Phase 37 3.2.3 Design, Develop & Testing Phase 37 3.3 System Development Methodology 38 3.3.1 Evolutionary Prototyping 39 3.3.1.1 Planning Phase 40 3.3.1.2 Analysis Phase 41 3.3.1.3 Design, Develop & Testing Phase 41 3.3.2 Methodology Justification 43 3.3.3 Object Oriented Approach 44 3.3.4 UML Notation 45 3.4 System Requirement Analysis 47

ix 3.4.1 Hardware Requirement 47 3.4.1.1 Hardware Justifications 48 3.4.2 Software Requirements 49 3.5 Project Schedule 50 3.6 Chapter Summary 51 4 INITIAL FINDINGS 52 4.1 Introductions 52 4.2 Current System 52 4.3 User Requirements 55 4.3.1 Functional Requirement 57 4.3.2 Non-Functional Requirements 59 4.4 Proposed System 60 4.5 To-Be Process and Data Model 62 4.5.1 Use Case Diagram 62 4.5.1.1 Use Case Documentation 65 4.5.2 Class Diagrams 73 4.5.3 Sequence Diagrams 73 4.6 System Architecture 76 4.7 Prototype of the Proposed System 77 4.8 Conclusions 77 5 DESIGN IMPLEMENTATION AND TESTING 78 5.1 Introduction 78 5.2 Database Development 79 5.3 Program Development 79 5.3.1 Database Connectivity 79 5.3.2 Adding Data 80 5.3.3 Updating Data 81 5.4 System Testing and Evaluation 82 5.4.1 Black Box Testing 83 5.4.2 Integration Testing 85 5.4.3 User Satisfaction Test 85 5.5 Conclusions 88

x 6 ORGANIZATIONAL STRATEGY 89 6.1 Introduction 89 6.2 Implementation 90 6.3 Roll-Out Strategy 90 6.3.1 Conversion Type 91 6.4 Changes in Management 91 6.5 Business Continuity Plan 92 6.6 Expected Organization Benefits 93 6.6.1 Impact towards Organizations 94 6.6.2 Impact Towards Customers 94 6.7 Marketing Strategy 94 6.8 Chapter Summary 95 7 DISCUSSIONS AND CONCLUSIONS 96 7.1 Introduction 96 7.2 Achievement 97 7.3 Constraints and Challenges 98 7.4 Aspirations 98 7.5 Future Enhancement for the System 99 7.6 Chapter Summary 100 REFERENCES 101 Appendices A-F 106-192

xi LIST OF TABLES TABLE NO. TITLE PAGE 1.1 Identified Problems with the Existing System 3 2.1 Feature Comparison of Selected Case Study 32 3.1 Activities in Evolutionary Prototyping 39 3.2 Workflows of Phases in Evolutionary Prototype 42 3.3 Hardware Specifications 48 3.4 Software Specifications 49 4.1 System Improvements 56 4.2 Functional Requirements 57 4.3 Non-Functional Requirements 59 4.4 Description of Sequence Diagrams 74 5.1 Result from Black Box Testing 83 5.2 Rating Scale for User Satisfaction Questionnaire 87 5.3 User Satisfaction Questionnaire Result 87 6.1 Conversion Strategy 91

xii LIST OF FIGURES FIGURE NO. TITLE PAGE 2.1 Literature Review Structure 7 2.2 VoIP Process 8 2.3 VoIP Termination Process 10 2.4 Retailers using the VoIP Billing System 14 2.5 E-Business Model Framework 15 2.6 Product Innovation 16 2.7 Infrastructure Management 18 2.8 Customer Relationships 19 2.9 E-CRM Architecture for VoIP Service 29 3.1 Project Methodology Framework 36 3.2 Project Development Workflow 38 3.3 Evolutionary Prototyping Method 40 4.1 Existing Business Model 55 4.2 Proposed Business Model 62 4.3 Use Case Diagram 64 4.4 Login Use Case 65 4.5 Logout Use Case 66 4.6 View Customer Usage Use Case 66 4.7 View Customer List Use Case 67 4.8 Generate Call Detail Record Use Case 68 4.9 Price List Use Case 69 4.10 Fraud Control Use Case 69 4.11 Credit Management Use Case 70

xiii 4.12 Manual Payment Use Case 71 4.13 Profile Management Use Case 72 4.14 Register Use Case 72 4.15 Class Diagram 74 4.16 System Architecture for Proposed System 76 5.1 Database Connectivity 80 5.2 Code Extractions for Adding Data 81 5.3 Code Extractions for Updating Data 82 5.4 Average Mean of User Satisfaction Score 88

xiv LIST OF ABBREVIATIONS B2B - Business to Business B2C - Business to Customer BSS - Business Support System CDR - Call Detail Record CPU - Central Processing Unit CRM - Customer Relationship Management DSL - Digital Subscriber Line E-CRM - Electronic Customer Relationship Management GSS - Gafachi Softswitch ipbx - Internet Protocol Private Branch Exchange ISP - Internet Service Provider LAN - Local Area Network NCSS - Net-Based Customer Service Systems OSS - Operational Support System PBX - Private Branch Exchange PC - Personal Computer PDA - Personal Digital Assistant PSTN - Public Switch Telephone Network SMDR - Station Message Detail Recording SME - Small Medium Enterprise SOA - Service Oriented Architecture VoIP - Voice over Internet Protocol

xv LIST OF APPENDICES APPENDIX TITLE PAGE A Gantt chart Project 1 106 B Gantt chart Project 2 108 C Sequence Diagrams 110 D Prototype of Proposed System & User Manual 126 E User Satisfaction Questionnaire 183 F Customer Management Solutions Pre-Release 186 Brochure And Feature Matrix