INTEGRATED PROJECT MANAGEMENT TOOL
SYNOPSIS
The project Call Center Management automates the operations of a
call center by giving replies to the customers 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 customers 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
1. INTRODUCTION1.1 PROJECT OVERVIEW The project Call Center
Management automates the operations of a call center by giving
replies to the customers 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
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
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
CLIENT
Desktop Operating System
:Windows 98
Web Browser
: Internet Explorer5.5
Client Side Script
: Html / VB Script2.2 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
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 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.
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 Microsofts web
server, called Internet Information Server, or IIS. The web server
must also have Microsofts .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 IBMs 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.
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
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 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
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.
3.SYSTEM ANALYSIS AND DESIGN
3.1 DATA FLOW DIAGRAM
3.2 DATABASE DESIGN
CALL CENTER MASTER
Field NameDescriptionTypeSize
Cid Call center idVarchar2 25
Ccname Call enter nameVarchar2 25
Mail IdMailIdVarchar2 25
PhPhoneVarchar2 20
MobMobileVarChar2 20
FaxFaxVarChar2 20
AddAddressVarChar2 20
COMPANY MASTER
Field Name DescriptionTypeSize
Cid Company IdVarchar225
CnameCompany nameVarchar225
ContperContact PersonVarchar220
PhPhoneVarchar225
EmailEmailVarchar230
MobMobileVarchar220
FaxFaxVarchar210
AddAddressVarchar210
EXECUTIVE MASTERField Name DescriptionTypeSize
CcidCall Center IdVarchar225
EidExecutive IdVarchar220
EnameExecutive NameVarchar225
Login IdLogin IdVarchar225
PwdPassWordVarchar220
SkillSetExecutive Skill setVarchar225
SexSexVarchar210
PhPhoneVarchar210
AddAddressVarchar225
CUSTOMER MASTER
Field NameDescriptionTypeSize
Cust IdCustomer IdVarchar210
Cust NameCustomer NameVarchar220
CuIdCustomer user IdVarchar220
CpwdCustomer PasswordVarchar230
PhPhoneVarchar225
EmailEmailVarchar225
AddAddressVarchar225
CUSTOMER REQUISTIONField NameDescriptionTypeSize
QnoQuery noNumeric30
QdateQuery DateDate/Time20
QcustomerQuery from CustomerVarchar220
QexQuery to ExecutiveVarchar230
QueQuery QueVarchar230
AnsAnswerVarchar230
EXECUTIVE STATUS
Field NameDescriptionTypeSize
CeidCustomer Executive IdVarchar225
LoginedLoginedVarchar225
FreeFreeVarchar225
MAILS
Field NameDescriptionTypeSize
MnoMail NoNumeric30
MDtMail DateDate/time25
MtoMaill toVarchar220
SubSubjectVarchar250
MessgeMessageVarchar250
VstdVisitedVarchar220
PRODUCT MASTER
Field NameDescriptionTypeSize
Sid Supplier IdVarchar225
Pid Product IdVarchar225
Pname Product name Varchar220
ContId Contact IdVarchar225
Uom Unit of MonthNumeric20
Rate RateNumeric20
Desc DescriptionVarchar220
SUPPLIER MASTER
Field NameDescriptionTypeSize
SidSupplier IdVarchar225
SnameSupplier NameVarchar225
ComNameCompany nameVarchar220
PhPhoneVarchar225
EmailEmailVarchar220
MobMobileVarchar220
FaxFaxVarchar220
AddAddressVarchar220
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 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
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
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.
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.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 datas.
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.
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.PressmanWEBSITES
www.asp.netwww.aspadvice.commsdn.microsoft.com/aspnet/
Reply to customer query
Executive 1
Centralized data store
Information Service Switch
Customer
queries
Data recognizer
Executive 2
Data Interpreter
Reply to customer query
24