A

PROJECT REPORT

ON

CUSTOMER CARE SUPPORTIVE SYSTEM

Submitted by:

Name:

Enrollment:

Under supervision of:

CERTIFICATE

This is to certify that this is a bonafied record of the project work done satisfactorily at Management Education Research Institute by Ms. Priya Chadha, Registration no. 0911514408 in partial fulfillment of MCA 6^th Semester Examination.

This report or a similar report on the topic has not been submitted for any other examination and does not form part of any other course undergone by the candidate.

Signature of Candidate

Place: Delhi                                            Signature of Project

Guide

Date:

Name:

Designation:

Address:

Name & Seal of the Institute

Acknowledgement

I am highly grateful to Mrs, Mahalingam Maheshwari is my worthy Project Guide, who guided me at each step and showed me way when confronted with difficulties and doubts.  This project could not be completed without his co-operation.

I would also like to thank Mr. Praveen Kumar, my training head at Broadvision Technologies for his tremendous guidance and for his kind and sincere help during the course of project and also availing all the requirements needed for the project

I am greatly indebted to all of the helping factors concerned with the successful completion of this project.

Priya Chadha

0911514408

1.1 INTRODUCTION OF THE COMPANY

Broadvision Technology is a leading edge of Comprehensive IT/ITES Industry that provides customized services & solution to different industry verticals. The company has initiated its operation in Janakpuri in 2004 by a very Dynamic Team of Software Consultants, who are having rich experience of IT-Industry.

Since inception BROADVISION TECHNOLOGY is focusing to achieve the business goals of their customers & partners through quality & timely delivered services & solutions our employee pool is empowered by process skilled, domain, experienced, professionals, who all are immensely Competitive in their domain area.

BROADVISION TECHNOLOGY provides best possible well knitted services & process based solutions that can help out the business operation of our clients as competently and economical so that they can get upper hand in today’s cut throat Competition.

Our business philosophy is to “Create Value through Competitive Business Solution”. The Company endeavors to provide innovative business solution to different industry verticals at a very competitive rutes through a rich Combination of processes, technology & Skilled Manpower. Market we serve:

We are delivering IT/ITES Product Process Project Based Services & Solutions to all emergent markets that include.

• Software Development.
• Website Development.
• Link Building.
• Search Engine Optimization.
• Internet Marketing.
• Software Testing

Software Training @ BROADVISION TECHNOLOGY

Ideology

Software Training division of BROADVISION TECHNOLOGY was started with an aim to bridge the gap between the academics & industry. It empowers fresh Graduates/Post Graduates (BE.BTECH, MTECH, BCA, BSA, MCA, PGDC, MCA)   students with the Latest Technology understanding so that they can enter into the industry with more confidence.

Many students then feel that they cannot perform well because they are not from premier institutes like IIT/NITS. They feel their selves less confident & more confused by the time they pass pre final year. Our Courses are specially designed to make those students understand that they are able to grasp up  all kind of technologies.

In the training professionals from industry shares their key skills with there students and because of the properly designed Course Content, student understand the basic concept knowledge with more practical understanding.

Methodology

Broadvision Technology gives their trainees an office like environment where they learn through Hard Core Teaching Sessions, Presentations, Self Learning, Discussing Case Studies, Research work and prototype implementation. Students run the prototypes, do testing and verification with the help of Guide which gives their a real-time product like understanding.

Domain

Trainees get the training in following area:-

1. VB.Net
2. ASP.Net
3. C #
4. XML
5. Software Development Life Cycle (SDLC)
6. Project – Implementation\ Research\ Case study\ Prototyping.
7. SQT. (Software Quality Testing)

Career Growth

After getting the training the Candidate can perform much better and faster than the other fresh Candidates. They will understand the basic requirement is a much better way. As a result they can grow faster in industry.

Placement Assistance

Broadvision Technology may provide the placement assistance to the candidates after the successful completion of training. They will specially get training for the interview for FREE without any extra charges. Broadvision Technology is taking responsibility of best training so that candidates can crack the interview & grow in an effective manner.

Study of the System

A Customer Care is a central place or network of places where customer’s queries based tickets/cases are handled by an enterprise. Customer Care are increasingly popular in today’s society, where many companies have centralized customer service and support functions. Customer Care employee many staff in customer service, sales, and support functions. It needs to handle a considerable volume of tickets at the same time; to screen cases/tickets and forward them to someone qualified to handle them, and to log notes in a case/ticket management system.

It is a functional area within an organization or an outsourced separate facility that exists solely to answer queries of the customers in the form of tickets/cases; usually a sophisticated voice operations center that provides a full range of high-volume, inbound or outbound case/ticket/call-handling services also.

Industry term referring a contact centre, also known as customer interaction centre is a central point of any organization from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management (CRM). Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing, and even instant messaging.

1.2 PROBLEM STATEMENT

The Customer Care industry has skyrocketed to one of the most lucrative and important businesses in the world. Countries like India, Netherlands etc are the forerunners in the business. But leading countries like US and the UK are also fast catching up. With the rising competition, the margin for error has become negligible. Each Customer Care today employs stringent quality measures and constantly looks for improvement. In fact Customer Care improvement services are also extremely popular within the industry

The objective of the Project is to reduce the man force and work load and making economical and real-time problem solving system so that customer can get response immediate and queries can be managed quickly. Process dictates all the action that a company takes in order to satisfy the customer, reduce costs and gather market intelligence.

Technology can help facilitate these processes through user driven systems development and maintenance. From the content perspective, the focus is on acquiring, engineering and maintaining knowledge and using the technology to distribute the information through various customer care media. The Customer Care computer system is not built to consider human circumstance but merely to process, store and retrieve information. The challenge is to empower agents by providing them not by contact tracking systems but with the sort of information and authority that will make every worthy customer feel as though the company cares about him or her personally.

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1.3 PROPOSED SOLUTION

1. Details: The new proposed system stores and maintains all the employee details, customer details, trouble ticket details etc.

1. Calculations: The new proposed system updates tables and other information automatically and it is very fast and accurate.

1. Registers: There is no need of keeping and maintaining salary and information manually. It remembers each and every record and we can get any report at any time.

1. Speed: The new proposed system is very fast with 100% accuracy and saves time.

1. Manpower: The new proposed system needs less manpower. Less people can do the large work.

1. Efficiency: The new proposed systems complete the work of many people in less time.

1. Past details: The new proposed system contains the details of every past tickets submitted by the users.

1. Reduces redundancy: The most important benefit of this system is that it reduces the redundancy of data within the data.

1. Work load: Reduces the work load of the data store by helping in easy updates of the products and providing them with the necessary details together with financial transactions management.

1. Easy statements: Month-end and day-end statement easily taken out without getting headaches on browsing through the day end statements.

1.4 DELIVERABLES

S. No.	Phase	Deliverable	Type	Reference
1.	Requirement Analysis	Use case	Doc	Annexure, Section A-2, Page no.-98
2.	Requirement Analysis	ER-Diagram	Doc	Chapter-3, Section-3.1.1, Page No-44
3.	Requirement Analysis	DFD	Doc	Chapter-3, Section-3.1.1, Page No-45
4.	Requirement Analysis	UML Diagrams	Doc	Chapter-3, Section-3.1.1.1, Page No-96

CHAPTER-2

PROJECT DESCRIPTION

2.1   System Interfaces

2.2   System Specifications

2.2.1 Hardware requirements

2.2.2 Software requirements

2.3   Methodology and Tools used

2.3.1 Requirement Phase

2.3.2 Design Phase

2.3.3 Development Phase

2.3.4 Implementation Phase

2.3.5 Testing Phase

2.3.6 Post Implementation Maintenance

2.4   Constraints

2.5   Assumptions & Dependencies

2.1 SYSTEM INTERFACES

INPUTS TO THE PROJECT

Inputs are given either by the general user or administrator of the project.

v User details

v Employee details

v Customer details

v Trouble Ticket details

v Responding Trouble tickets

OUTPUTS OF THE PROJECT

Outputs of the projects are reports generate by administrator.

v Employee Details

v Customer Details

v Trouble Tickets Details

v Feedback Details

v User Details

2.2 SYSTEM SPECIFICATIONS

2.2.1 Hardware Requirements:-

• Computer that has a 1.6GHz or faster processor
• 1 GB (32 Bit) or 2 GB (64 Bit) RAM (Add 512 MB if running in a virtual machine)
• 3GB of available hard disk space
• 5400 RPM hard disk drive
• DirectX 9 capable video card running at 1024 x 768 or higher-resolution display
• DVD-ROM Drive

2.2.2 Software Requirements:-

• Windows XP
• Microsoft Visual Studio 2010 ( ASP.NET 4, C#, ADO.NET)
• Microsoft SQL Server 2008

The need of today’s software development is competence in a GUI based front-end tool, which can connect to Relational Database engines. This gives the programmer the opportunity to develop client server based commercial applications.

FRONT END

.NET programming tools are complete programming environments. It allows programmers to build a GUI program using the various on-screen controls such as buttons, text, menus, boxes etc. These controls are placed on a form and then the processing details related with each control are filled in.

In the business world, competitive strategies have become the order of the day to improve quality, cut costs and provide a high response customer service base. Most organizations today need to be market driven and do a lot of value addition to their products and services. This naturally calls for rational decision making, which requires information. Information Technology or IT provides that effective channel to support and implement this strategy. Client/Server is the technology that empowers the desktop, thus setting a trend for the way successful organizations will use technology in the next decade.

INTRODUCTION TO .NET

What is .NET?

• A vision of how information technology will evolve
• A platform that supports the vision
• A business model of software as a service

1. A Vision.

• Web sites will be joined by Web services
• New smart devices will join the PC
• User interfaces will become more adaptable and customizable
• Enabled by Web standards

2. A Platform.

• The .NET Framework
• Visual Studio.NET
• .NET Enterprise Servers
  • Database, Messaging, Integration, Commerce, Proxy, Security, Mobility, Orchestration, Content Management
  • .NET Building Block Services
    • Passport
    • .NET My Services (“Appin”)
  • Goal: make it incredibility easy to build powerful Web applications and Web services

3. A business model.

• Software as a service
• Subscription-based services
• Application hosting, e.g. bCentral

Interoperability: Web languages and protocols must be compatible with one another independent of hardware and software.

Evolution: The Web must be able to accommodate future technologies. Encourages simplicity, modularity and extensibility.

Decentralization: Facilitates Scalability and Robustness.

Web Services

• A programmable application component accessible via standard Web protocols
• The center of the .NET architecture
• Exposes functionality over the Web
• Built on existing and emerging standards are HTTP, XML, SOAP, UDDI, WSDL.

What is the .NET Framework?

A set of technologies for developing and using components to create:

• Web Forms
• Web Services
• Windows Applications
• Development
• Debugging
• Deployment
• Maintenance
• Application Architectures
  • The Different types of Applications may vary from single-tier desktop applications (applications that follow the single-tier architecture) to multi-tier applications (applications that follow the two-, three, or n-tier architecture)
  • Single-tier architecture

• Supports the software lifecycle

–        A single executable file handles all functions relating to the user, business, and data service layers.

• Two-tier architecture

–        Divides an application into the following two components:

v Client

v Server

• Three-tier architecture

–        All the three service layers reside separately, either on the same machine or on different machines.

• n-tier architecture

–        Uses business objects for handling business rules and data access.

–        Has multiple servers handling business services.

The .NET Initiative

• The introduction of the Internet and its rapid growth in the recent past has led to the development of a number of new Technologies.
• One of the most important requirements of such applications is the ability to interchange information across platforms and to benefit from the functionality provided by other applications.
• In the current scenario, although applications serve     organization-specific requirements, they are not interoperable. Microsoft has introduced the .NET initiative with the intention of bridging the gap in interoperability between applications.
• The .NET initiative offers a complete suite for developing and deploying applications, which consists of the following:
  • NET products: Microsoft has already introduced ASP.NET, which is a tool for developing NET applications by using programming languages such as Visual Basic, C#, and Visual C++.
  • NET services: Microsoft is coming up with its own set of Web services, known as My Services. These services are based on the Microsoft Passport Authentication service, the same service that is used in Hotmail.

Explanation of the .NET Framework

• Is a collection of services and classes?
• Exists as a layer between .NET applications and the underlying operating system.
• Encapsulates much of the functionality, such as debugging and security services.
• The following figure depicts the components of the .NET Framework:

The .NET Framework Base Classes or the .NET Class Framework

Consists of a class library that works with any .NET language, such as ASP.NET and C#.

• Provides classes that can be used in the code to accomplish a range of common programming tasks.
• Comprises
  • Namespaces: Namespaces help you to create logical groups of related classes and interfaces that can be used by any language targeting the .NET Framework.
  • Assembly: An assembly is a single deployable unit that contains all the information about the implementation of classes, structures, and interfaces.
  • The Common Language Runtime
    • Provides functionality such as exception handling, security, debugging, and versioning support to any language that targets it.
    • Can host a variety of languages and offer a common set of tools across these languages, ensuring interoperability between the codes.

• Provides the following features:
  • Automatic memory management
  • Standard type system
  • Language interoperability
  • Platform independence
  • Security management
  • Type safety

Advantages of the .NET Framework

• Some advantages of the .NET Framework are:
  • Consistent programming model
  • Multi-platform applications
  • Multi-language integration
  • Automatic resource management
  • Ease of deployment

ADO.NET

• Is a model used by ASP.NET applications to communicate with a database for retrieving, accessing, and updating data?
• Uses a structured process flow to interact with a database.

ADO .NET Data Access

Most applications need data access at one point of time making it a crucial component when working with applications. Data access is making the application interact with a database, where all the data is stored. Different applications have different requirements for database access. VB.NET uses ADO.NET (Active X Data Object) as it’s data access and manipulation protocol, which also enables us to work with data on the Internet. Let’s take a look why ADO.NET came into picture replacing ADO.
Evolution of ADO.NET

The first data access model, DAO (data access model) was created for local databases with the built-in Jet engine which had performance and functionality issues. Next came RDO (Remote Data Object) and ADO (Active Data Object) which were designed for Client Server architectures but soon ADO took over RDO. ADO was a good architecture but as the language changes so is the technology within it. With ADO, all the data is contained in a record set object which had problems when implemented on the network (Internet) and penetrating firewalls. ADO was a connected data access which means that when a connection to the database is established the connection remains open until the application is closed, which raises concerns about database security and network traffic. And also as databases are becoming increasingly important and as they are serving more people a connected data access model makes us think about its use. For example, an application with connected data access may do well when connected to two clients, the same may do poorly when connected to 10 and might be unusable when connected to 100 or more. Also, open database connections use system resources to a maximum extent making the system performance less effective.

Why ADO.NET?

To cope up with some of the problems mentioned above, ADO.NET came into existence. ADO.NET addresses the above mentioned problems by maintaining a disconnected database access model which means that when an application interacts with the database the connection is opened to serve the request of the application and is closed as soon as the request is completed. Likewise if a database is updated, the connection is opened long enough to complete the Update operation and is closed. By keeping connections open for only a minimum period of time ADO.NET conserves system resources and provides maximum security for databases and also has less impact on system performance. Also, ADO.NET when interacting with database uses XML by converting all the data into XML and using it for database related operations making them more efficient.
Features of ADO.NET

• Disconnected data architecture — Applications connect to the database only while retrieving and updating data.
• Data cached in datasets — ADO.NET is based on a disconnected data structure. Therefore, the data is retrieved and stored in datasets.
• Data transfer in XML format — ADO.NET uses XML for transferring information from a database into a dataset and from the dataset to another component.
• Interaction with the database is done through data commands.

ADO.NET Object Model

Key Components of the ADO.NET Model

• Data Provider
  • Is used for connecting to a database, retrieving data, and storing the data.
  • Is of two types:
    • OLE DB data provider
    • SQL Server data provider

Components of a Data Provider

• Connection

• Used to establish a connection with a data source
• Some commonly used properties and methods:

v ConnectionString property

v Open()method

v Close()method

v State property

• Data adapter

• Creates a dataset and updates the database.
• Handles data transfer between the database and the dataset through its properties and methods.
• Displays the data through the process of table mapping.
• Are of two types:

v SqlDataAdapter

v OleDbDataAdapter

• Data command

• Is a SQL statement or a stored procedure that is used to retrieve, insert, delete, or modify data from a data source.
• Is an object of the OleDbCommand or SQLCommand class.

• Data reader

• Is used to retrieve data from a data source in a read-only and forward-only mode.
• Stores a single row at a time in the memory.
• Commonly used methods:

v Read()

v Close()

v NextResult()

• Dataset

• Is a disconnected, cached set of records that are retrieved from a database.
• Is present as a DataSet class in the System.Data namespace.
• Has its own object model.

2.3 METHODOLOGY AND TOOLS USED

Advent of computers in the last two decades, every organization is going under the process of computerization. The computerization has many benefits. Primarily, a computer is helpful in four major aspects of any kind of organization:

Time Efficiency

Cost Effective

Huge data storage capacity and

Simple operation

Moreover, with the advent of the Internet technologies, World have changed lot call it the social web. Through the dot COM bubble and bust, one trend has never wavered. Every year, millions more people around the world are using the internet to interact in more ways than ever before to date, find old classmates, check on medical elements and cures, to read and express alternative views of the news, and even to give live sales help online. And in so many other areas like Customer Care Supportive System etc.

We have several alternative suggestions about the project category like: desktop application, web-based application, OOPs application, Networking, RDBMS etc. Out of available one we have opted Web based application based on client server architecture. The proposed system falls into the category of Multimedia. A web based system has two types of pages one is static web pages and another are dynamic web pages, which are saved on web server and can be seen by sending request to web server through HTTP protocol.

Static web pages: – Static web pages are easy to spot sometimes we can pick them out by just looking at the content of the page. The content (text, images, hyperlinks, and so on) and appearance of static web pages is always the same regardless of who visits the page, or how and when they arrive at the page, or any other factors.

Dynamic web pages: – The dynamic web pages are web pages, which we can interact like a time is shown on the page or we are sending information through web form, online chat, sending mail on net etc all the action this action performed with the help of dynamic web pages.

Web Server: – Web server are software that manage web pages and make them available to client browser via local network or over the internet. In the case of the internet, the web server and browser are usually on two different machines, possibly many miles apart. However, in a local situation you can set up machine that runs the web server software, and then use a browser on the same machine to look at its web pages.

SYSTEM DEVELOPMENT LIFE CYCLE

Systems are created to solve problems. One can think of the systems approach as an organized way of dealing with a problem. In this dynamic world, the subject System Analysis and Design (SAD), mainly deals with the software development activities.

DEFINING A SYSTEM

A collection of components that work together to realize some objective forms a system. Basically there are three major components in every system, namely input, processing and output.

In a system the different components are connected with each other and they are interdependent. For example, human body represents a complete natural system. We are also bound by many national systems such as political system, economic system, educational system and so forth. The objective of the system demands that some output is produced as a result of processing the suitable inputs.

SYSTEM LIFE CYCLE

System life cycle is an organizational process of developing and maintaining systems. It helps in establishing a system project plan, because it gives overall list of processes and sub-processes required for developing a system.

System development life cycle means combination of various activities. In other words we can say that various activities put together are referred as system development life cycle. In the System Analysis and Design terminology, the system development life cycle means software development life cycle.

Following are the different phases of software development cycle:

• System study
• Feasibility study
• System analysis
• System design
• Coding
• Testing
• Implementation
• Maintenance

The Different Phases Of Software Development Life Cycle Are Shown Below.

FIG: SHOWING GENERAL LIFE CYCLE PROCESS AND PERCENTAGE OF TIME DEVOTED

2.3.1 Requirement Phase

A system analysis is a separation of a substance into parts for study and their implementation and detailed examination.

Before designing any system it is important that the nature of the business and the way it currently operates are clearly understood. The detailed examination provides the specific data required during designing in order to ensure that all the client’s requirements are fulfilled. The investigation or the study conducted during the analysis phase is largely based on the feasibility study. Rather it would not be wrong to say that the analysis and feasibility phases overlap. High-level analysis begins during the feasibility study. Though analysis is represented as one phase of the system development life cycle (SDLC), this is not true. Analysis begins with system initialization and continues until its maintenance. Even after successful implementation of the system, analysis may play its role for periodic maintenance and up gradation of the system.

One of the main causes of project failures is inadequate understanding, and one of the main causes of inadequate understanding of the requirements is the poor planning of system analysis.

Analysis requires us to recall the objectives of the project and consider following three questions:

ü What type of information is required?

ü What are the constraints on the investigation?

ü What are the potential problems that may make the task more difficult?

The goal of system analysis is to determine where the problem is in an attempt to fix the system. This step involves breaking down the system in different pieces to analyze the situation, analyzing project goals, breaking down what needs to be created and attempting to engage users so that definite requirements can be defined.

Requirements analysis sometimes requires individuals/teams from client as well as service provider sides to get detailed and accurate requirements; often there has to be a lot of communication to and from to understand these requirements. Requirement gathering is the most crucial aspect as many times communication gaps arise in this phase and this leads to validation errors and bugs in the software program.

2.3.2 Design Phase

In systems design the design functions and operations are described in detail, including screen layouts, business rules, process diagrams and other documentation. The output of this stage will describe the new system as a collection of modules or subsystems.

The design stage takes as its initial input the requirements identified in the approved requirements document. For each requirement, a set of one or more design elements will be produced as a result of interviews, workshops, and/or prototype efforts.

Design elements describe the desired software features in detail, and generally include functional hierarchy diagrams, screen layout diagrams, tables of business rules, business process diagrams, pseudo code, and a complete entity-relationship diagram with a full data dictionary. These design elements are intended to describe the software in sufficient detail that skilled programmers may develop the software with minimal additional input design.

2.3.3 Development Phase

Once the design is complete, most of the major decisions about the system have been made. The goal of the coding phase is to translate the design of the system into code in a given programming language. For a given design, the aim of this phase is to implement the design in the best possible manner. The coding phase affects both testing and maintenance profoundly. A well written code reduces the testing and maintenance effort. Since the testing and maintenance cost of software are much higher than the coding cost, the goal of coding should be to reduce the testing and maintenance effort. Hence, during coding the focus should be on developing programs that are easy to write. Simplicity and clarity should be strived for, during the coding phase.

2.3.4 Implementation Phase

The Implementation Phase is the final phase of the SDLC and it involves the actual construction and installation of a system. This phase also includes the maintenance of the system and any future updates or expansion of the system. With the database project example, the following activities would be common:

• Physical installation of the server hosting the database
• Installation of the database onto the system
• Installation of the Database Management System
• Initialization and continuous operation of the database and DBMS
• Maintaining the hardware and software hosting the database
• Updating the hardware (physical hard drives, etc) and software (DBMS) as needed
• Any future expansion of the database.

2.3.5 Testing Phase

The code is tested at various levels in software testing. Unit, system and user acceptance testing are often performed. This is a grey area as many different opinions exist as to what the stages of testing are and how much if any iteration occurs. Iteration is not generally part of the waterfall model, but usually some occur at this stage. In the testing the whole system is test one by one

Following are the types of testing:

• Defect testing
• Path testing
• Data set testing
• Unit testing
• System testing
• Integration testing
• Black box testing
• White box testing
• Regression testing
• Automation testing
• User acceptance testing
• Performance testing

2.3.6 Post Implementation Maintenance

The deployment of the system includes changes and enhancements before the decommissioning or sunset of the system. Maintaining the system is an important aspect of SDLC. As key personnel change positions in the organization, new changes will be implemented, which will require system updates.

2.4 CONSTRAINTS

SQL Server constraints allow you to enforce rules in your database. These rules may affect business logic, database integrity and/or table structures. Each one plays an important role in your database architecture. The six types of constraints supported by Microsoft SQL Server include:

• UNIQUE constraints allow SQL Server administrators to specify that a column may not contain duplicate values. When you create a new UNIQUE constraint, SQL Server checks the column in question to determine whether it contains any duplicate values. If the table contains preexisting duplicates, the constraint creation command fails. Similarly, once you have a UNIQUE constraint on a column, attempts to add or modify data that would cause duplicates to exist also fail.

• CHECK constraints allow you to limit the types of data that users may insert in a database. They go beyond data types and allow you to define the specific values that may be included in a column.

• DEFAULT constraints allow you to specify a value that the database will use to populate fields that are left blank in the input source. They’re a replacement for the use of NULL values that provide a great way to predefine common data elements.

• NOT NULL constraints allow you to specify that a column may not contain NULL values. When you create a new NOT NULL constraint on a database column, SQL Server checks the column’s current contents for any NULL values. If the column currently contains NULL values, the constraint creation fails. Otherwise, SQL Server adds the NOT NULL constraint and any future INSERT or UPDATE commands that would cause the existence of a NULL value fail.
• PRIMARY KEY constraints specify fields that uniquely identify each record in the table. It can either be a normal attribute that is guaranteed to be unique (such as Social Security Number in a table with no more than one record per person) or it can be generated by the DBMS (such as a globally unique identifier, or GUID, in Microsoft SQL Server). Primary keys may consist of a single attribute or multiple attributes in combination.

• FOREIGN KEY constraints are fields in a relational database table that match the primary key column of another table. Foreign keys can be used to cross-reference tables.

Each of these constraints plays a significant, unique role when creating a SQL Server database architecture. I encourage you to follow the links above to learn more about each type.

2.5 ASSUMPTIONS & DEPENDENCIES

• It doesn’t matter how efficiently the application works, if the bandwidth is not sufficient the transaction will take more time than expected.

• .Net Framework for execution environment and Ado.Net Provides for database connectivity.

• IIS server is required for the application.

• Although this software is architecturally independent but following hardware resources are required. For i.e. any IBM compatible PC or any other workstation with mouse support and relevant software

CHAPTER-3

FUNCTIONALITY

3.1 Logical Database Design

3.1.1 ERD

3.1.2 Table Structures

3.1.3 Data Flow Diagram

3.2 Input Design

3.2.1 Layout (name & reference no.)

3.2.2 Purpose and Description of each field

3.2.3 Validation Checks

3.3 Output Design

3.4 Use case Description

3.4.1 Purpose

3.4.2 Actors

3.4.3 Preconditions

3.4.4 Post Conditions

3.4.5 Basic flow

3.4.6 Alternate flows

3.1 LOGICAL DATABASE DESIGN

The design document that we will develop during this phase is the blueprint of the software.  It describes how the solution to the customer problem is to be built. Since solution to complex problems isn’t usually found in the first try, iterations are most likely required.  This is true for software design as well.  For this reason, any design strategy, design method, or design language must be flexible and must easily accommodate changes due to iterations in the design. Any technique or design needs to support and guide the partitioning process in such a way that the resulting sub-problems are as independent as possible from each other and can be combined easily for the solution to the overall problem. Sub-problem independence and easy combination of their solutions reduces the complexity of the problem. This is the objective of the partitioning process. Partitioning or decomposition during design involves three types of decisions: –

Define the boundaries along which to break;

Determine into how money pieces to break; and

Identify the proper level of detail when design should stop and implementation should start.

Basic design principles that enable the software engineer to navigate the design process suggest a set of principles for software design, which have been adapted and extended in the following list:

Free from the suffer from “tunnel vision.” A good designer should consider alternative approaches, judging each based on the requirements of the problem, the resources available to do the job.

The design should be traceable to the analysis model. Because a single element of the design model often traces to multiple requirements, it is necessary to have a means for tracking how requirements have been satisfied by the design model.

The design should not repeat the same thing. Systems are constructed using a set of design patterns, many of which have likely been encountered before. These patterns should always be chosen as an alternative to reinvention. Time is short and resources are limited! Design time should be invested in representing truly new ideas and integrating those patterns that already exist.

The design should “minimize the intellectual distance” between the software and the problem as it exists in the real world. That is, the structure of the software design should (whenever possible) mimic the structure of the problem domain.

The design should exhibit uniformity and integration. A design is uniform if it appears that one person developed the entire thing. Rules of style and format should be defined for a design team before design work begins. A design is integrated if care is taken in defining interfaces between design components.

The design activity begins when the requirements document for the software to be developed is available. This may be the SRS for the complete system, as is the case if the waterfall model is being followed or the requirements for the next “iteration” if the iterative enhancement is being followed or the requirements for the prototype if the prototyping is being followed. While the requirements specification activity is entirely in the problem domain, design is the first step in moving from the problem domain toward the solution domain. Design is essentially the bridge between requirements specification and the final solution for satisfying the requirements.

The design of a system is essentially a blueprint or a plan for a solution for the system. We consider a system to be a set of components with clearly defined behavior that interacts with each other in a fixed defined manner to produce some behavior or services for its environment. A component of a system can be considered a system, with its own components. In a software system, a component is a software module.

The design process for software systems, often, has two levels. At the first level, the focus is on deciding which modules are needed for the system, the specifications of these modules, and how the modules should be interconnected. This is what is called the system design or top-level design. In the second level, the internal design of the modules, or how the specifications of the module can be satisfied, is decided. This design level is often called detailed design or logic design. Detailed design essentially expands the system design to contain a more detailed description of the processing logic and data structures so that the design is sufficiently complete for coding.

Because the detailed design is an extension of system design, the system design controls the major structural characteristics of the system. The system design has a major impact on the testability and modifiability of a system, and it impacts its efficiency. Much of the design effort for designing software is spent creating the system design.

The input to the design phase is the specifications for the system to be designed. Hence, reasonable entry criteria can be that the specifications are stable and have been approved, hoping that the approval mechanism will ensure that the specifications are complete, consistent, unambiguous, etc. The output of the top-level design phase is the architectural design or the system design for the software system to be built. This can be produced with or without using a design methodology. Reasonable exit criteria for the phase could be that the design has been verified against the input specifications and has been evaluated and approved for quality.

A design can be object-oriented or function-oriented. In function-oriented design, the design consists of module definitions, with each module supporting a functional abstraction. In object-oriented design, the modules in the design represent data abstraction (these abstractions are discussed in more detail later). In the function-oriented methods for design and describe one particular methodology the structured design methodology in some detail. In a function- oriented design approach, a system is viewed as a transformation function, transforming the inputs to the desired outputs. The purpose of the design phase is to specify the components for this transformation function, so that each component is also a transformation function. Hence, the basic output of the system design phase, when a function oriented design approach is being followed, is the definition of all the major data structures in the system, all the major modules of the system, and how the modules interact with each other.

Once the designer is satisfied with the design he has produced, the design is to be precisely specified in the form of a document. To specify the design, specification languages are used. Producing the design specification is the ultimate objective of the design phase. The purpose of this design document is quite different from that of the design notation. Whereas a design represented using the design notation is largely to be used by the designer, a design specification has to be so precise and complete that it can be used as a basis of further development by other programmers. Generally, design specification uses textual structures, with design notation helping in understanding

3.1.1.ENTITY RELATIONSHIP DIAGRAMS

The object relationship pair can be represented graphically using the Entity Relationship Diagrams. A set of primary components are identified for the Entity Relationship Diagram,

1. Attributes,
2. Relationships and
3. Various Type Indicators.

The primary purpose of the Entity Relationship Diagram is to represent data objects and their relationships.

3.1.2  Table Structures

Call Registration– to store of the calla\s attended by the customer care support team.

Field Name	Type	Constraints	Description
Notification_no	Int	Primary Key	Call registration
Cust_no	Int	Not Null	Customer Id
Name	Char (30)	Not Null	Status
Date_reg	Date	Not Null	Date of reg
Date_close	Date	Not Null	Closing date
Zone	Char (30)	Not Null	Zone
Product	Char (50)	Not Null	Product
Call_type	Char (30)	Not Null	Call type
Taker	Char (30)	Not Null	Phone no
Service_request	Char (30)	Not Null	Type of request
Priority	Char “(30)	Not Null	Priority of complaint
Remark	Char (30)	Not Null	Remark
Sign_by	Char (30)	Not Null	Signed by
Attend_by	Char (30)	Not Null	Call attended by
Email	Char (50)	Not Null	Email_id
Ticket_no	Number(5)	Not Null	Trouble Ticket no

Customers: To store details of the customers

Field Name	Type	Constraints	Description
Cust_no	Char (30)	Primary Key	Customer_no
Title	Char (50)	Not Null	Title
Lastname	Char (50)	Not Null	Last name
First name	Char (50)	Not Null	First name
House no	Char (50)	Not Null	House no
Add1	Char (30)	Not Null	Address 1
Add2	Char (30)	Not Null	Address 2
Locality	Char (30)	Not Null	Area
Land Mark	Char (30)	Not Null	Landmark
City	Char (50)	Not Null	City
Pincode	Number(10)	Not Null	Pin code
Phone	Number(10)	Not Null	Contact no
Add proof	Char (50)	Not Null	Address proof
Appliance	Char (50)	Not Null	Appliance
Cust_type	Char (50)	Not Null	Customer type
Date_of_purchase	Date	Not Null	Date of purchase

Department: To strore details of the department

Field Name	Type	Constraints	Description
Dept_no	Char (30)	Primary Key	Department no
Dept_ name	Char (50)	Not Null	Department Name

Employee: To store details of the employee working in the Customer Care.

Field Name	Type	Constraints	Description
Emp_no	Char (30)	Primary Key	Employee no
Firat name	Char (50)	Not Null	First Name
Last Name	Char (30)	Not Null	Last Name
Add1	Char (50)	Not Null	Address1
Add2	Char (50)	Not Null	Address2
City	Char (50)	Not Null	City
Pin code	Number(10)	Not Null	Pin code
Phone	Number(10)	Not Null	Contact no
Department	Char (50)	Not Null	Department
Designation	Char (50)	Not Null	Designation
Salary	Number (5)	Not Null	salary

User details: To store details of the users

Field Name	Type	Constraints	Description
Username	Char(30)	Not null	Username
Password	Char(30)	Not Null	Password
Email	Char (30)	Not Null	Email
Security question	Char (50)	Not Null	Security question used in forget password form
Answer	Char (50)	Not Null	Answer

Email: To store details of the email send to the customers, to reply customers after consulting the related specialty team.

Field Name	Type	Constraints	Description
Email_id	Char(30)	Not null	Email id
Cust_no	Char (50)	Not Null	Customer no
Adte	Date	Not Null	Date
Comment	Char (250)	Not null	Comment  or reply

Ticket Table: To store details of the trouble tickets submitted by the customers.

Field Name	Type	Constraints	Description
Ticket _no	Char(30)	Primary Key	Trouble ticket no
Date	Date	Not Null	Date of generating
Priority	Char (30)	Not Null	Priority
Subject	Char (50)	Not Null	Subject
Description	Char (250)	Not Null	Description
Type	Char (50)	Not Null	Type
Email	Char (50)	Not Null	Email id
Cust_id	Char (50)	Not Null	Customer id
Cust_name	Char (50)	Not Null	Customer Name

3.2 INPUT DESIGN

3.2.1 Layout

1. login
2. Customer Master
3. Update Details
4. Inbound Tickets
5. Search Master
6. Report Generation
7. Validation Handler
8. Response Master

3.2.2  Purpose and Description of each field

1. LOGIN

Login master is the module which checks for a valid candidate when the user enters his user id, password, and link to the correct page or denies and link to the registration page. It is divided in to following functions.

1. A. USERID CHECKER

As user id rules the system so a person is known by his uniqueness of his user id. As it is to provide the viable candidate system .so the user id is being validated with password in different cases to validate the genuineness of the candidate.

B.     THE LOGIN STATUS MANAGER.

This module keeps the status of the user when logged in and for which purpose and for how much time. As it is an integral part for a paid site to track the user login status if user not logon for certain period of time then their account will be in suspended mode or expires.

2. CUSTOMER MASTER

This module deals with the different state of registration as:

a). Customer building form will be displayed in this module.

b). Clint side validations being handled by validation master

c). Unique customer id checker (checks that the user id being entered by the candidate is unique or not.

d). Auto user id generator generates auto user id in user id field by taking the email id of the user if it is unique or suggest by combining it with some number.

e). All data about any new customers of site will be stored in database.

3. DETAILS UPDATE

Details update module is to deal with updating of profile; with the help of this module one can change/update either her/his own profile or partner’s profile.

4. INBOUND TICKETS/CREATED BY FRONT END SUPPORT STAFF

• Basic Information
• Customer Queries
• Lead Generation
• Debit Cards
• Complaints
• Ticket number generation

5. SEARCH MASTER

Search module is an important module in any web site. With the help of this module visitor can search their requirements. An enhanced search tool is made to search data according to different criteria.

6. REPORT GENERATION

This module specially used by the project master or administrator of Project. The main objective of this module is to give the interface to the administrator of Project, so they can manage whole Project. They can view different types of reports like customers details, trouble ticket details, how many tickets generated through Project, what their status etc. In other word we can say that this module is the main module of the site and with the help of this module administrator is able to manage whole Project.

7. VALIDATION HANDLER

Validation handler module works with the validations given within the complete running program.  This module basically deals with the validation of different entries done during resume building process. This module deals with the discrepancies such as incorrect e-mail, date of birth, address, phone number, amount mode, Cheque number, bank name, credit card number etc in the profile making process and payment process. This module specially integrated with the different pages and forms checks all the given description given in the form by the user to make the system robust, reliable and error free. To finally deal with the any wrong entries being done by the user it validates as well as suggests for correct input.

8. RESPONSE MASTER

Customer Support Emails

• Email address   [email protected]
• Replies of emails after consulting the related specialty team
• Follow-up calls/emails wherever needed
• Diverting cases to concern departments/divisions

The administrators use the response master specially. Basically the use of this module is to help the administrator to response any customer according to his trouble ticket. If the administrator find any suitable solution, they can response to any customer and also can contact those person through this response master.

3.2.3  Validation Checks

• While entering the data into the form it will check for the name of the client is properly filled & it should not be null.

• Whenever we enter the data for the new customer, company, or user will automatically check the details from the database tables and also generate the connection number automatically.

• Similarly in the complaint table complaint number will generate automatically.

• Entered text / number should not exceed the limit (width).

• Almost for all fields we have used the validation for example if name of the fields requires the text type of data then it will check for the string and if the data is numeric then it will check if the number entered is proper numeric or not.

3.3 OUTPUT DESIGN

Feedback Repo

Users Repo

Customers Repo

Employee Repo

3.4 USE CASE DESCRIPTION

3.4.1  Purpose

A Use Case Diagram in the Unified Modeling Language (UML) is a type of behavioral diagram defined by and created from a Use-case analysis. Its purpose is to present a graphical overview of the functionality provided by a system in terms of actors, their goals (represented as use cases), and any dependencies between those use cases.

The main purpose of a use case diagram is to show what system functions are performed for which actor. Roles of the actors in the system can be depicted.

Interaction among actors is not shown on the use case diagram. If this interaction is essential to a coherent description of the desired behavior, perhaps the system or use case boundaries should be re-examined. Alternatively, interaction among actors can be part of the assumptions used in the use case.

• Use cases

A use case describes a sequence of actions that provide something of measurable value to an actor and is drawn as a horizontal ellipse.

• Actors

An actor is a person, organization, or external system that plays a role in one or more interactions with the system.

• System boundary boxes (optional)

A rectangle is drawn around the use cases, called the system boundary box, to indicate the scope of system. Anything within the box represents functionality that is in scope and anything outside the box is not.

3.4.2 Actor Generalization

One popular relationship between Actors is Generalization/Specialization. This is useful in defining overlapping roles between actors. The notation is a solid line ending in a hollow triangle drawn from the specialized to the more general actor

3.4.3 Preconditions

Preconditions indicate circumstances that must be true prior to the invocation of the Use Case. If preconditions have an ordered sequence, display them in an ordered list. If this Use Case depends on a previous Use Case’s successful execution, list the previously executed Use Case in this section. If a precondition is not satisfied, the final state of the Use Case is undefined.

Preconditions

List any activities that must take place, or any conditions that must be true, before the use case can be started. Number each precondition. Examples:

1. User’s identity has been authenticated.
2. User’s computer has sufficient free memory available to launch task.

3.4.4 Post conditions

Describe the state of the system at the conclusion of the use case execution. Number each postcondition. Examples:

1. Document contains only valid SGML tags.
2. Price of item in database has been updated with new value.

3.4.5 Basic Flow

Provide a detailed description of the user actions and system responses that will take place during execution of the use case under normal, expected conditions. This dialog sequence will ultimately lead to accomplishing the goal stated in the use case name and description. This description may be written as an answer to the hypothetical question, “How do I <accomplish the task stated in the use case name>?” This is best done as a numbered list of actions performed by the actor, alternating with responses provided by the system. The normal flow is numbered “X.0”, where “X” is the Use Case ID.

3.4.6 Alternative Flows

Document other, legitimate usage scenarios that can take place within this use case separately in this section. State the alternative flow, and describe any differences in the sequence of steps that take place. Number each alternative flow in the form “X.Y”, where “X” is the Use Case ID and Y is a sequence number for the alternative flow. For example, “5.3” would indicate the third alternative flow for use case number 5.

CHAPTER 4

TESTING

4.1 Test Activities (with details)

4.2 Unit Testing

4.2.1 Methodology used

4.2.2 Tools used

4.2.3    Test Cases

4.3 Integration Testing

4.3.1 Methodology Used

4.3.2 Tools Used

4.3.3 Test Cases

4.4 System Testing

4.4.1 Functional Testing

4.4.1.1 Methodology used

4.4.1.2   Tools Used

4.4.1.3 Test Cases

4.4.2 Non-Functional Testing

4.4.2.1   Methodology used

4.4.2.2   Tools Used

4.4.2.3 Test Cases

4.5 Acceptance Testing

4.5.1 Methodology used

4.5.2    Tools Used

4.5.3    Test Cases

4.6   Implementation

4.1 TEST ACTIVITIES

ACTIVITY NETWORK FOR SYSTEM TESTING

The test plan entails the following activities:

1. Prepare test plan.

2. Specify conditions for user acceptance testing.

3. Prepare test data for program testing.

4. Prepare test data for transaction path testing.

5. Plan user training.

6. Compile/assemble programs.

7. Prepare job performance aids.

8. Prepare operational documents.

PREPARE TEST: A workable test plan must be prepared in accordance with established design specifications. It includes the following items:

• Outputs expected from the system.
• Criteria for evaluating outputs.
• A volume of test data.
• Procedure for using test data.
• Personnel and training requirements.

SPECIFY CONDITIONS FOR USER ACCEPTANCE TESTING

Planning for user acceptance testing calls for the analyst and the user to agree on conditions for the test.

PREPARE TEST DATA FOR PROGRAM TESTING

As each program is coded, test data are prepared and documented to ensure that all aspects of the program are properly tested.

PREPARE TEST DATA FOR TRANSACTION PATH TESTING

This activity develops the data required for testing every condition and transactions to be introduced into the system. The path of each transaction from origin to destination is carefully tested reliable results.

PLAN USER TRAINING

User training is designed to prepare the user for testing and converting the system. User involvement and training take place parallel with programming for three reasons:

• The system group has time available to spend on training while the programs are being written.

• Initiating a user-training program gives the systems group a clearer image of the user’s interest in the new system.

• A trained user participates more effectively in system testing.

The training plan is followed by preparation of the user training manual and other text materials.

COMPILE / ASSEMBLE PROGRAMS

All programs have to be compiled / assembled for testing.

PREPARE JOB PERFORMANCE AIDS

In this activity the materials to be used by personnel to run the system are specified and scheduled. This includes a display of materials.

PREPARE OPERATIONAL DOCUMENTS

During the test plan stage, all operational documents are finalized including copies of the operational formats required by the candidate system.

SYSTEMS TESTING

The computer department to ensure that the system functions as specified does this testing. This testing is important to ensure that a working system is handed over to the user for acceptance testing.

ACCEPTANCE TESTING

The user to ensure that the system functions, as the user actually wanted performs this testing. With prototyping techniques, this stage becomes very much a formality to check the accuracy and completeness of processing. The screen layouts and output should already have been tested during the prototyping phase.

An error in the program code can remain undetected indefinitely. To prevent this from happening the code was tested at various levels. To successfully test a system, each condition, and combinations of conditions had to be tested. Each program was tested and linked to other programs. This unit of program is tested and linked to other units and so on until the complete system has been tested.

The purpose of testing is to ensure that each program is fully tested. To do so a test plan had to be created. The test plan consists of a number of test runs such as the valid paths through the code, and the exception and error handling paths. For each test run there is a list of conditions tested, the test data used and the result expected. The test plan was then reviewed to check that each path through the code is tested correctly. It is the responsibility of the programmer to collect the data that will produce the required test condition.

4.2 UNIT TESTING

4.2.1 Methodology Used

This is the smallest testable unit of a computer system and is normally tested using the white box testing. The author of the programs usually carries out unit tests.

4.2.2 Tools used

Manual Testing Done

4.2.3 Test Cases

	TEST DATA Specifications for Custmer Care Supportive System user form1
Test Date	3/3/2011	Programmer name:	Custmer Care Supportive System
Tested By:		Project ID:	1110599
Customer No			the fields are required.Can enter only letters, spaces, hyphens, and apostrophes. No numeric & special characters are allowed( Length upto 32 characters)
Name			the fields are required.Can enter only  numeric ( Length upto 8 digit )
Date Regd			the fields are required.Can enter only letters, spaces, hyphens, and apostrophes. No numeric & special characters are allowed( Length upto 132 characters)
Date Close			only 8  or 10 digit  You may use  numbers
Email		@yahoo.com	Use 4 to 32 characters and start with a letter. You may use letters, numbers, underscores, and one dot(.)
Ticket No

Positive Test cases for  registration form
T.C ID	PRE-CONDITION	T.C DESCRIPTION	T.C DATA	EXPECTED	ACTUAL	RESULT
1	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	rahul	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
2	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	R             S	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
3	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	A              Satish	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
4	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	Akhila     S	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Ok	Pass
5	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	Rahul sharma	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Ok	Pass
6	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field	6215	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
7	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field	Vikas nagar	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
8	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field	a-15/20 vikasnagar	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
9	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field	h7-57	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
10	User should be on https://Custmer Care Supportive System /registration? And  is on Date Regd Field	Check the functionality of Date Regd Field	985745677	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
11	User should be on https://Custmer Care Supportive System /registration? And  is on Date Regd Field	Check the functionality of Date Regd Field	9890457078	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
12	User should be on https://Custmer Care Supportive System /registration? And  is on Date Close Field	Check the functionality of Date Close field	Kanpur	Will accept only letters, spaces.Length upto 80 characters. name are required.	Ok	Pass
13	User should be on https://Custmer Care Supportive System /registration? And  is on Date Close Field	Check the functionality of Date Close field	kanpur delta	Will accept only letters, spaces.Length upto 80 characters. name are required.	Ok	Pass
14	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	pass
15	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
16	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
17	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
18	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	avhjklhm	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name  ID.	Ok	Pass
19	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	654321	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or ID.	Ok	Pass
20	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	2207**	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or  ID.	Ok	Pass
21	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	Monuu1312**	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or  ID.	Ok	Pass

	Negative Test cases for registration form
T.C ID	PRE-CONDITION	T.C DESCRIPTION	T.C DATA	EXPECTED	ACTUAL	RESULT
1	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	B	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Invalid	Fail
2	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	Rahul’s	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Invalid	Fail
3	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	Uma	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Invalid	Fail
4	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	‘	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Invalid	Fail
5	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field		Will accept only numeric upto 8 digit . Customer ID are required	Invalid	Fail
6	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field		Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Invalid	Fail
7	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field	SPACE	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Invalid	Fail
8	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field	94 578	Will accept only numeric upto 8 digit . Customer ID are required	Invalid	Fail
9	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field		Will accept only numeric upto 8 digit . Customer ID are required	Invalid	Fail
10	User should be on https://Custmer Care Supportive System /registration? And  is on Date Regd Field	Check the functionality of Date Regd Field		Will accept only letters, spaces.Length upto 80 characters. name are required.	Invalid	Fail
11	User should be on https://Custmer Care Supportive System /registration? And  is on Date Regd Field	Check the functionality of Date Regd Field	SPACE	Will accept only letters, spaces.Length upto 80 characters. name are required.	Invalid	Fail
12	User should be on https://Custmer Care Supportive System /registration? And  is on Date Close Field	Check the functionality of Date Close field	blank	Will accept only letters, numbers, underscores, and one dot (.) .The ID must be available.	Invalid	Fail
13	User should be on https://Custmer Care Supportive System /registration? And  is on Date Close Field	Check the functionality of Date Close field	[email protected]	Will accept only letters, numbers, underscores, and one dot (.) .The ID must be available.	Invalid	Fail
14	User should be on https://Custmer Care Supportive System /registration? And  is on Date Close Field	Check the functionality of Date Close field	#[email protected]	Will accept only letters, numbers, underscores, and one dot (.) .The ID must be available.	Invalid	Fail
15	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	7##	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or  ID.	Invalid	Fail
16	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	a145	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or ID.	Invalid	Fail
17	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	-Select one-	Either select one from drop list or type one	Invalid	Fail
18	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	avhjklhm	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name  ID.	Invalid	Fail
19	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	654321	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or ID.	Invalid	Fail
20	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	2207**	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or  ID.	Invalid	Fail

4.3 INTEGRATION TESTING

4.3.1Methodology Used

In integration testing, the different units of the system are integrated together to form the complete system and this type of testing checks the system as whole to ensure that it is doing what is supposed to do. The testing of an integrated system can be carried out top-down, bottom-up, or big-bang. In this type of testing, some parts will be tested with white box testing and some with black box testing techniques. This type of testing plays very important role in increasing the systems productivity. We have checked our system by using the integration testing techniques.

4.3.2 Tools Uses

Manual Testing Done

4.3.3 Test Cases

	TEST DATA Specifications for Custmer Care Supportive System user form1
Test Date	3/3/2011	Programmer name:	Custmer Care Supportive System
Tested By:		Project ID:	1110599
Customer No			the fields are required.Can enter only letters, spaces, hyphens, and apostrophes. No numeric & special characters are allowed( Length upto 32 characters)
First Name			the fields are required.Can enter only  numeric ( Length upto 8 digit )
Last Name			the fields are required.Can enter only letters, spaces, hyphens, and apostrophes. No numeric & special characters are allowed( Length upto 132 characters)
House No			only 8  or 10 digit  You may use  numbers

Positive Test cases for  registration form
T.C ID	PRE-CONDITION	T.C DESCRIPTION	T.C DATA	EXPECTED	ACTUAL	RESULT
1	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Number Field	Check the functionality of Customer Number field	rahul	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
2	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Number Field	Check the functionality of Customer Number field	R             S	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
3	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Number Field	Check the functionality of Customer Number field	A              Satish	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
4	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Number Field	Check the functionality of Customer Number field	Akhila     S	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Ok	Pass
5	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Number Field	Check the functionality of Customer Number field	Rahul sharma	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Ok	Pass
6	User should be on https://Custmer Care Supportive System /registration? And  is on First Name Field	Check the functionality of  First Name Field	6215	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
7	User should be on https://Custmer Care Supportive System /registration? And  is on First Name Field	Check the functionality of  First Name Field	Vikas nagar	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
8	User should be on https://Custmer Care Supportive System /registration? And  is on First Name Field	Check the functionality of  First Name Field	a-15/20 vikasnagar	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
9	User should be on https://Custmer Care Supportive System /registration? And  is on First Name Field	Check the functionality of  First Name Field	h7-57	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
10	User should be on https://Custmer Care Supportive System /registration? And  is on Last Name Field	Check the functionality of Last name Field	985745677	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
11	User should be on https://Custmer Care Supportive System /registration? And  is on Last Name Field	Check the functionality of Last name Field	9890457078	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
12	User should be on https://Custmer Care Supportive System /registration? And  is on Last Name Field	Check the functionality of Last name Field	Kanpur	Will accept only letters, spaces.Length upto 80 characters. name are required.	Ok	Pass
13	User should be on https://Custmer Care Supportive System /registration? And  is on Last Name Field	Check the functionality of Last name Field	kanpur delta	Will accept only letters, spaces.Length upto 80 characters. name are required.	Ok	Pass
14	User should be on https://Custmer Care Supportive System /registration? And  is on House No  Field	Check the functionality of  House no option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	pass
15	User should be on https://Custmer Care Supportive System /registration? And  is on House No  Field	Check the functionality of  House no option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
16	User should be on https://Custmer Care Supportive System /registration? And  is on House No  Field	Check the functionality of  House no option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
17	User should be on https://Custmer Care Supportive System /registration? And  is on House No  Field	Check the functionality of  House no option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass

	Negative Test cases for registration form
T.C ID	PRE-CONDITION	T.C DESCRIPTION	T.C DATA	EXPECTED	ACTUAL	RESULT
1	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Number Field	Check the functionality of Customer Number field	B	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Invalid	Fail
2	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Number Field	Check the functionality of Customer Number field	Rahul’s	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Invalid	Fail
3	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Number Field	Check the functionality of Customer Number field	Uma	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Invalid	Fail
4	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Number Field	Check the functionality of Customer Number field	‘	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Invalid	Fail
5	User should be on https://Custmer Care Supportive System /registration? And  is on First Name Field	Check the functionality of  First Name Field		Will accept only numeric upto 8 digit . Customer ID are required	Invalid	Fail
6	User should be on https://hplaptopservicecentre.com/registration? And  is on First Field	Check the functionality of First Name] option		Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Invalid	Fail
7	User should be on https://Custmer Care Supportive System /registration? And  is on First Name Field	Check the functionality of  First Name Field	SPACE	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Invalid	Fail
8	User should be on https://Custmer Care Supportive System /registration? And  is on First Name Field	Check the functionality of  First Name Field	94 578	Will accept only numeric upto 8 digit . Customer ID are required	Invalid	Fail
9	User should be on https://Custmer Care Supportive System /registration? And  is on First Name Field	Check the functionality of  First Name Field		Will accept only numeric upto 8 digit . Customer ID are required	Invalid	Fail
10	User should be on https://Custmer Care Supportive System /registration? And  is on Last Name Field	Check the functionality of Last name Field		Will accept only letters, spaces.Length upto 80 characters. name are required.	Invalid	Fail
11	User should be on https://Custmer Care Supportive System /registration? And  is on Last Name Field	Check the functionality of Last name Field	SPACE	Will accept only letters, spaces.Length upto 80 characters. name are required.	Invalid	Fail
12	User should be on https://Custmer Care Supportive System /registration? And  is on Last Name Field	Check the functionality of Last name Field	blank	Will accept only letters, numbers, underscores, and one dot (.) .The ID must be available.	Invalid	Fail
13	User should be on https://Custmer Care Supportive System /registration? And  is on Last Name Field	Check the functionality of Last name Field	[email protected]	Will accept only letters, numbers, underscores, and one dot (.) .The ID must be available.	Invalid	Fail
14	User should be on https://Custmer Care Supportive System /registration? And  is on Last Name Field	Check the functionality of Last name Field	#[email protected]	Will accept only letters, numbers, underscores, and one dot (.) .The ID must be available.	Invalid	Fail
15	User should be on https://Custmer Care Supportive System /registration? And  is on House No  Field	Check the functionality of  House no option	7##	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or  ID.	Invalid	Fail
16	User should be on https://Custmer Care Supportive System /registration? And  is on House No  Field	Check the functionality of  House no option	a145	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or ID.	Invalid	Fail
17	User should be on https://Custmer Care Supportive System /registration? And  is on House No  Field	Check the functionality of  House no option	-Select one-	Either select one from drop list or type one	Invalid	Fail
18	User should be on https://Custmer Care Supportive System /registration? And  is on House No  Field	Check the functionality of  House no option	2207**	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or  ID.	Invalid	Fail

4.4 SYSTEM TESTING

A part from testing the system to validate the functionality of software against the requirements, it is also necessary to test the non-functional aspect of the system. Some examples of non-functional tools include tests to check performance, data security, usability/user friendliness, volume, load/stress that we have used in our project to test the various modules.

4.4.1 Functional Testing

Functional testing is a type of black box testing that bases its test cases on the specifications of the software component under test. Functions are tested by feeding them input and examining the output, and internal program structure is rarely considered (Not like in white-box testing).^[

4.4.1.1 Methodology Used

It is a type of black box testing that bases its test cases on the specifications of the software component under test. Functions are tested by feeding them input and examining the output, and internal program structure is rarely considered (Not like in white-box testing).

4.4.1.2 Tools Used

Manual Testing Done

4.4.1.3 Test Cases

	TEST DATA Specifications for Custmer Care Supportive System user form1
Test Date	3/3/2011	Programmer name:	Custmer Care Supportive System
Tested By:		Project ID:	1110599
Name			the fields are required.Can enter only letters, spaces, hyphens, and apostrophes. No numeric & special characters are allowed( Length upto 32 characters)
Address			the fields are required.Can enter only  numeric ( Length upto 8 digit )
City			the fields are required.Can enter only letters, spaces, hyphens, and apostrophes. No numeric & special characters are allowed( Length upto 132 characters)
Address Proof			only 8  or 10 digit  You may use  numbers
Date of Purchase

Positive Test cases for  registration form
T.C ID	PRE-CONDITION	T.C DESCRIPTION	T.C DATA	EXPECTED	ACTUAL	RESULT
1	User should be on https://Custmer Care Supportive System /registration? And  is on Name Field	Check the functionality of Name field	rahul	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
2	User should be on https://Custmer Care Supportive System /registration? And  is on Name Field	Check the functionality of Name field	R             S	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
3	User should be on https://Custmer Care Supportive System /registration? And  is on Name Field	Check the functionality of Name field	A              Satish	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
4	User should be on https://Custmer Care Supportive System /registration? And  is on Name Field	Check the functionality of Name field	Akhila     S	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Ok	Pass
5	User should be on https://Custmer Care Supportive System /registration? And  is on Name Field	Check the functionality of Name field	Rahul sharma	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Ok	Pass
6	User should be on https://Custmer Care Supportive System /registration? And  is on Address Field	Check the functionality of  Address Field	6215	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
7	User should be on https://Custmer Care Supportive System /registration? And  is on Address Field	Check the functionality of  Address Field	Vikas nagar	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
8	User should be on https://Custmer Care Supportive System /registration? And  is on Address Field	Check the functionality of  Address Field	a-15/20 vikasnagar	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
9	User should be on https://Custmer Care Supportive System /registration? And  is on Address Field	Check the functionality of  Address Field	h7-57	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
10	User should be on https://Custmer Care Supportive System /registration? And  is on City Field	Check the functionality of City Field	985745677	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
11	User should be on https://Custmer Care Supportive System /registration? And  is on City Field	Check the functionality of City Field	9890457078	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
12	User should be on https://Custmer Care Supportive System /registration? And  is on City Field	Check the functionality of City Field	Kanpur	Will accept only letters, spaces.Length upto 80 characters. name are required.	Ok	Pass
13	User should be on https://Custmer Care Supportive System /registration? And  is on City Field	Check the functionality of City Field	kanpur delta	Will accept only letters, spaces.Length upto 80 characters. name are required.	Ok	Pass
14	User should be on https://Custmer Care Supportive System /registration? And  is on Address proof  Field	Check the functionality of  Address Proof option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	pass
15	User should be on https://Custmer Care Supportive System /registration? And  is on Address proof  Field	Check the functionality of  Address Proof option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
16	User should be on https://Custmer Care Supportive System /registration? And  is on Address proof  Field	Check the functionality of  Address Proof option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
17	User should be on https://Custmer Care Supportive System /registration? And  is on Date of Purchase  Field	Check the functionality of  Date of Purchase option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
18	User should be on https://Custmer Care Supportive System /registration? And  is on Date of Purchase  Field	Check the functionality of  Date of Purchase option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
19	User should be on https://Custmer Care Supportive System /registration? And  is on Date of Purchase  Field	Check the functionality of  Date of Purchase option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass

	Negative Test cases for registration form
T.C ID	PRE-CONDITION	T.C DESCRIPTION	T.C DATA	EXPECTED	ACTUAL	RESULT
1	User should be on https://Custmer Care Supportive System /registration? And  is on Name Field	Check the functionality of Name field	B	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Invalid	Fail
2	User should be on https://Custmer Care Supportive System /registration? And  is on Name Field	Check the functionality of Name field	Rahul’s	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Invalid	Fail
3	User should be on https://Custmer Care Supportive System /registration? And  is on Name Field	Check the functionality of Name field	Uma	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Invalid	Fail
4	User should be on https://Custmer Care Supportive System /registration? And  is on Name Field	Check the functionality of Name field	‘	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Invalid	Fail
5	User should be on https://Custmer Care Supportive System /registration? And  is on Address Field	Check the functionality of  Address Field		Will accept only numeric upto 8 digit . Customer ID are required	Invalid	Fail
6	User should be on https://Custmer Care Supportive System /registration? And  is on Address Field	Check the functionality of  Address Field		Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Invalid	Fail
7	User should be on https://Custmer Care Supportive System /registration? And  is on Address Field	Check the functionality of  Address Field	SPACE	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Invalid	Fail
8	User should be on https://Custmer Care Supportive System /registration? And  is on Address Field	Check the functionality of  Address Field	94 578	Will accept only numeric upto 8 digit . Customer ID are required	Invalid	Fail
9	User should be on https://Custmer Care Supportive System /registration? And  is on Address Field	Check the functionality of  Address Field		Will accept only numeric upto 8 digit . Customer ID are required	Invalid	Fail
10	User should be on https://Custmer Care Supportive System /registration? And  is on City Field	Check the functionality of City Field		Will accept only letters, spaces.Length upto 80 characters. name are required.	Invalid	Fail
11	User should be on https://Custmer Care Supportive System /registration? And  is on City Field	Check the functionality of City Field	SPACE	Will accept only letters, spaces.Length upto 80 characters. name are required.	Invalid	Fail
12	User should be on https://Custmer Care Supportive System /registration? And  is on City Field	Check the functionality of City Field	blank	Will accept only letters, numbers, underscores, and one dot (.) .The ID must be available.	Invalid	Fail
13	User should be on https://Custmer Care Supportive System /registration? And  is on City Field	Check the functionality of City Field	[email protected]	Will accept only letters, numbers, underscores, and one dot (.) .The ID must be available.	Invalid	Fail
14	User should be on https://Custmer Care Supportive System /registration? And  is on City Field	Check the functionality of City Field	#[email protected]	Will accept only letters, numbers, underscores, and one dot (.) .The ID must be available.	Invalid	Fail
15	User should be on https://Custmer Care Supportive System /registration? And  is on Address proof  Field	Check the functionality of  Address Proof option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Invalid	Fail
16	User should be on https://Custmer Care Supportive System /registration? And  is on Address proof  Field	Check the functionality of  Address Proof option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Invalid	Fail
17	User should be on https://Custmer Care Supportive System /registration? And  is on Address proof  Field	Check the functionality of  Address Proof option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Invalid	Fail
18	User should be on https://Custmer Care Supportive System /registration? And  is on Date of Purchase  Field	Check the functionality of  Date of Purchase option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Invalid	Fail
19	User should be on https://Custmer Care Supportive System /registration? And  is on Date of Purchase  Field	Check the functionality of  Date of Purchase option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Invalid	Fail
20	User should be on https://Custmer Care Supportive System /registration? And  is on Date of Purchase  Field	Check the functionality of  Date of Purchase option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Invalid	Fail
21	User should be on https://Custmer Care Supportive System /registration? And  is on Date of Purchase  Field	Check the functionality of  Date of Purchase option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Invalid	Fail
22	User should be on https://Custmer Care Supportive System /registration? And  is on Date of Purchase  Field	Check the functionality of  Date of Purchase option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Invalid	Fail

4.4.2 NON-FUNCTIONAL TESTING

4.4.2.1 Methodology used

It is the testing of a software application for its non-functional requirements. The names of many non-functional tests are often used interchangeably because of the overlap in scope between various non-functional requirements. For example, software performance is a broad term that includes many specific requirements like reliability and scalability.

4.4.2.2 Tools Used

Manual Testing Done

4.4.2.3 Test Cases

	TEST DATA Specifications for Custmer Care Supportive System user form1
Test Date	3/3/2011	Programmer name:	Custmer Care Supportive System
Tested By:		Project ID:	1110599
User Name			the fields are required.Can enter only letters, spaces, hyphens, and apostrophes. No numeric & special characters are allowed( Length upto 32 characters)
Password			the fields are required.Can enter only  numeric ( Length upto 8 digit )
Email			the fields are required.Can enter only letters, spaces, hyphens, and apostrophes. No numeric & special characters are allowed( Length upto 132 characters)
Security Question			only 8  or 10 digit  You may use  numbers
Answer

Positive Test cases for  registration form
T.C ID	PRE-CONDITION	T.C DESCRIPTION	T.C DATA	EXPECTED	ACTUAL	RESULT
1	User should be on https://Custmer Care Supportive System /registration? And  is on User Name Field	Check the functionality of User Name field	rahul	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
2	User should be on https://Custmer Care Supportive System /registration? And  is on User Name Field	Check the functionality of User Name field	R             S	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
3	User should be on https://Custmer Care Supportive System /registration? And  is on User Name Field	Check the functionality of User Name field	A              Satish	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
4	User should be on https://Custmer Care Supportive System /registration? And  is on User Name Field	Check the functionality of User Name field	Akhila     S	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Ok	Pass
5	User should be on https://Custmer Care Supportive System /registration? And  is on User Name Field	Check the functionality of User Name field	Rahul sharma	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Ok	Pass
6	User should be on https://Custmer Care Supportive System /registration? And  is on Password Field	Check the functionality of  Password Field	6215	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
7	User should be on https://Custmer Care Supportive System /registration? And  is on Password Field	Check the functionality of  Password Field	Vikas nagar	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
8	User should be on https://Custmer Care Supportive System /registration? And  is on Password Field	Check the functionality of  Password Field	a-15/20 vikasnagar	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
9	User should be on https://Custmer Care Supportive System /registration? And  is on Password Field	Check the functionality of  Password Field	h7-57	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
10	User should be on https://Custmer Care Supportive System /registration? And  is on Email Field	Check the functionality of Email Field	985745677	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
11	User should be on https://Custmer Care Supportive System /registration? And  is on Email Field	Check the functionality of Email Field	9890457078	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
12	User should be on https://Custmer Care Supportive System /registration? And  is on Email Field	Check the functionality of Email Field	Kanpur	Will accept only letters, spaces.Length upto 80 characters. name are required.	Ok	Pass
13	User should be on https://Custmer Care Supportive System /registration? And  is on Email Field	Check the functionality of Email Field	kanpur delta	Will accept only letters, spaces.Length upto 80 characters. name are required.	Ok	Pass
14	User should be on https://Custmer Care Supportive System /registration? And  is on Security Question  Field	Check the functionality of  Security Question option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	pass
15	User should be on https://Custmer Care Supportive System /registration? And  is on Security Question  Field	Check the functionality of  Security Question option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
16	User should be on https://Custmer Care Supportive System /registration? And  is on Security Question  Field	Check the functionality of  Security Question option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
17	User should be on https://Custmer Care Supportive System /registration? And  is on Answer  Field	Check the functionality of  Answer option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
18	User should be on https://Custmer Care Supportive System /registration? And  is on Answer  Field	Check the functionality of  Answer option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
19	User should be on https://Custmer Care Supportive System /registration? And  is on Answer  Field	Check the functionality of  Answer option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass

4.5 ACCEPTANCE TESTING

4.5.1 Methodology used

After the developer has completed all rounds of testing and he is satisfied with the system, then the user takes over and re-tests the system from his point of view to judge whether it is acceptable according to some previously identified criteria. This is almost always a tricky situation in the project because of the inherent conflict between the developer and the user. In this project, it is the job of the bookstores to check the system that whether the made system fulfills the goals or not.

4.5.2 Tools Used

Manual Testing Done

4.5.3 Test Cases

	TEST DATA Specifications for Custmer Care Supportive System user form1
Test Date	3/3/2011	Programmer name:	Custmer Care Supportive System
Tested By:		Project ID:	1110599
Customer No			the fields are required.Can enter only letters, spaces, hyphens, and apostrophes. No numeric & special characters are allowed( Length upto 32 characters)
Name			the fields are required.Can enter only  numeric ( Length upto 8 digit )
Date Regd			the fields are required.Can enter only letters, spaces, hyphens, and apostrophes. No numeric & special characters are allowed( Length upto 132 characters)
Date Close			only 8  or 10 digit  You may use  numbers
Email		@yahoo.com	Use 4 to 32 characters and start with a letter. You may use letters, numbers, underscores, and one dot(.)
Ticket No

Positive Test cases for  registration form
T.C ID	PRE-CONDITION	T.C DESCRIPTION	T.C DATA	EXPECTED	ACTUAL	RESULT
1	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	rahul	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
2	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	R             S	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
3	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	A              Satish	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Ok	Pass
4	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	Akhila     S	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Ok	Pass
5	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	Rahul sharma	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Ok	Pass
6	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field	6215	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
7	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field	Vikas nagar	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
8	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field	a-15/20 vikasnagar	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
9	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field	h7-57	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Ok	Pass
10	User should be on https://Custmer Care Supportive System /registration? And  is on Date Regd Field	Check the functionality of Date Regd Field	985745677	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
11	User should be on https://Custmer Care Supportive System /registration? And  is on Date Regd Field	Check the functionality of Date Regd Field	9890457078	Will accept only numeric upto 8 digit . Customer ID are required	Ok	Pass
12	User should be on https://Custmer Care Supportive System /registration? And  is on Date Close Field	Check the functionality of Date Close field	Kanpur	Will accept only letters, spaces.Length upto 80 characters. name are required.	Ok	Pass
13	User should be on https://Custmer Care Supportive System /registration? And  is on Date Close Field	Check the functionality of Date Close field	kanpur delta	Will accept only letters, spaces.Length upto 80 characters. name are required.	Ok	Pass
14	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	pass
15	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
16	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
17	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	[email protected]	Will accept only letters, numbers, underscores, and one dot (.)	Ok	Pass
18	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	avhjklhm	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name  ID.	Ok	Pass
19	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	654321	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or ID.	Ok	Pass
20	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	2207**	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or  ID.	Ok	Pass
21	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	Monuu1312**	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or  ID.	Ok	Pass

	Negative Test cases for registration form
T.C ID	PRE-CONDITION	T.C DESCRIPTION	T.C DATA	EXPECTED	ACTUAL	RESULT
1	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	B	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Invalid	Fail
2	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	Rahul’s	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Invalid	Fail
3	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	Uma	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters.name are required.	Invalid	Fail
4	User should be on https://Custmer Care Supportive System /registration? And  is on Customer Name Field	Check the functionality of Customer Name field	‘	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 32 characters. name are required.	Invalid	Fail
5	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field		Will accept only numeric upto 8 digit . Customer ID are required	Invalid	Fail
6	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field		Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Invalid	Fail
7	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field	SPACE	Will accept only letters, spaces, hyphens, and apostrophes.Length upto 132 characters. name are required.	Invalid	Fail
8	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field	94 578	Will accept only numeric upto 8 digit . Customer ID are required	Invalid	Fail
9	User should be on https://Custmer Care Supportive System /registration? And  is on name Field	Check the functionality of  Name Field		Will accept only numeric upto 8 digit . Customer ID are required	Invalid	Fail
10	User should be on https://Custmer Care Supportive System /registration? And  is on Date Regd Field	Check the functionality of Date Regd Field		Will accept only letters, spaces.Length upto 80 characters. name are required.	Invalid	Fail
11	User should be on https://Custmer Care Supportive System /registration? And  is on Date Regd Field	Check the functionality of Date Regd Field	SPACE	Will accept only letters, spaces.Length upto 80 characters. name are required.	Invalid	Fail
12	User should be on https://Custmer Care Supportive System /registration? And  is on Date Close Field	Check the functionality of Date Close field	blank	Will accept only letters, numbers, underscores, and one dot (.) .The ID must be available.	Invalid	Fail
13	User should be on https://Custmer Care Supportive System /registration? And  is on Date Close Field	Check the functionality of Date Close field	[email protected]	Will accept only letters, numbers, underscores, and one dot (.) .The ID must be available.	Invalid	Fail
14	User should be on https://Custmer Care Supportive System /registration? And  is on Date Close Field	Check the functionality of Date Close field	#[email protected]	Will accept only letters, numbers, underscores, and one dot (.) .The ID must be available.	Invalid	Fail
15	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	7##	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or  ID.	Invalid	Fail
16	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	a145	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or ID.	Invalid	Fail
17	User should be on https://Custmer Care Supportive System /registration? And  is on Email  Field	Check the functionality of  Email option	-Select one-	Either select one from drop list or type one	Invalid	Fail
18	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	avhjklhm	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name  ID.	Invalid	Fail
19	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	654321	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or ID.	Invalid	Fail
20	User should be on https://Custmer Care Supportive System /registration? And  is on Ticket No Field	Check the functionality of  Ticket No Option	2207**	Will accept 6 to 32 characters.Capitalisation matters. and don’t use your name or  ID.	Invalid	Fail

4.6 IMPLEMENTATION

As we know, creating software is one thing and the implementation of the created software is another. The process of implementing software is much difficult as compared to the task of creating the project. First we have to implement the software on a small scale for removing the bugs and other errors in the project and after removing them we can implement the software on a large scale. Before we think in terms of implementing the Software on a large basis, we must consider the Hardware requirements.

Whenever we develop software or project a certain hardware and software is being used by the programmer for developing the project. The hardware and software to be used by the programmer for developing the project should be such that it would result in the development of a project, which would satisfy all the basic needs for which the project has been created by the programmer. The Hardware should be such that cost constraints of the Client should also be taken into account without affecting the performance.

CHAPTER 5

CONCLUSION AND REFERENCES

5.1        Conclusion

5.2        Limitation of the System

5.3        Future Scope for Modification

5.4        References/Bibliography (as per format)

5.1 CONCLUSION

This project is designed to meet the requirements of Online Web Based Institute Manager. It will be developed in ASP.Net, keeping in mind the specifications of the system.

For designing the system we have used simple data flow diagrams.

Overall the project teaches us the essential skills like:

q  Using system analysis and design techniques like data flow diagram in designing the system.

q  Understanding the database handling and query processing

5.2 LIMITATIONS OF THE SYSTEM

• This project does not cancel the order once placed, due to using third party tool (Web Services).

• System date for the project is like as backbone for the human, i.e. proposed system is depends on system date so it must be correct.

5.3 SCOPE OF FUTURE APPLICATION

It is well known to all of us that Internet is one of the most growing techniques, which is rapidly being adopted by several people and organizations of the world. The reasons are very simple,

1)     Internet provides us a common area of search for information’s where we can find information on almost all/any topics.

2)     The cheapest media of advertisement and get in touch with common people as it has become essential in day to day life of a medium person of the world.

3)     The information’s on the Internet is accessible throughout the world at the same coast.

Taking into consideration all the aspects of the Internet, we can say that more and more future applications will be developed to cater to the growing need of the Internet. This project has been proposed in such a way that it could adopt any of the application, which may come in near future.

Specialized Software for this Site – The site being the development portal for the WebPages is going to provide several types of services to its customers such as online customer’s Support. Later in this project there might be requirement for the development of such type of specialized software to help its customers. There are several types of future aspects linked to this site which may be used in the future.

Like all other systems this system will remain feasible in the long run only if it provides the solutions to the current and future needs of the call centers and must be up to date as per the requirement of the call centers, it should evolve continually so as to incorporate the necessary changes.

1. Currently it is intended to be running on ASP.Net, I am updating it so that it can have more subjects so that everybody having different knowledge can test his/her capabilities.
2. CCSS on Mobile phone is one of the upcoming ideas to upgrade this software. C# is compatible with WML used in mobile programming using XML and JSP.
3. The project can also be upgraded to run on networking protocols.
4. Compatible with .Net plate-form to easily handle with other MS Programming Language.

.NET APPLICATION

ASP/XML

WML

(Database Management System)

5.4 BIBLIOGRAPHY

1. Complete References in C#, BPB publications
2. Using SQL-SERVER 2000, Microsoft publication
3. SQL-SERVER 2000 BPB publication

4.      C# and ASP.NET Projects book, BPB Publications

CHAPTER 6

ANNEXURES

A-1 Menu Flow Diagrams

A-2 Use Case Diagram

A-3 Input Design Layout

A-4 Output Design Layout

A-5 Coding

A-6 Code Efficiency

A-7 Scheduling
A-1 MENU FLOW DIAGRAMS

Activity diagrams are mainly used as a flow chart consists of activities performed by the system. But activity diagram are not exactly a flow chart as they have some additional capabilities. These additional capabilities include branching, parallel flow, swim lane etc.

Before drawing an activity diagram we must have a clear understanding about the elements used in activity diagram. The main element of an activity diagram is the activity itself. An activity is a function performed by the system. After identifying the activities we need to understand how they are associated with constraints and conditions.

Once the above mentioned parameters are identified we need to make a mental layout of the entire flow. This mental layout is then transformed into an activity diagram.

1. LOGIN

2. ONLINE PURCHASING

3. ADMIN PANEL

A-2 USE CASE DIAGRAM

Use Case Diagram: The Creation of the use Case model in an Excellent vehicle for elicitation of functional requirements.

Administrative Staff

of the Customer Care

A-3 INPUT DESIGN LAYOUT

Home.aspx

AboutUs.aspx

ContactUs.aspx

Login.aspx

Admin.aspx

Adminm.aspx

CallRegistration.aspx

DepartmentDetails.aspx

Customer.aspx

Employee.aspx

Respond.aspx

TicketSub.aspx

Feedback repo.aspx

usersrepo.aspx

Customer repo.aspx

Employee repo.aspx

Call Repo.aspx

A-4  OUTPUT DESIGN LAYOUT

Feedback repo.aspx

usersrepo.aspx

Customer repo.aspx

Employee repo.aspx

Call Repo.aspx

A-5 CODDING

Home.aspx

<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”Home.aspx.cs” Inherits=”Login” %>

<%@ Register src=”WebUserControl.ascx” tagname=”WebUserControl” tagprefix=”uc1″ %>

<!DOCTYPE html PUBLIC “-//W3C//DTD XHTML 1.0 Transitional//EN” “http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd”>

<html xmlns=”http://www.w3.org/1999/xhtml”>

<head runat=”server”>

<title>Untitled Page</title>

<style type=”text/css”>

.style1

{

width: 100%;

}

.style1

{

width: 100%;

}

p.MsoNormal

{margin-bottom:.0001pt;

font-size:12.0pt;

font-family:Verdana;

margin-left: 0in;

margin-right: 0in;

margin-top: 0in;

}

.style2

{

color: #0066FF;

}

.style3

{

color: #0000CC;

}

.style4

{

color: #0099FF;

}

</style>

</head>

<body>

<form id=”form1″ runat=”server”>

<div>

<table>

<tr>

<td colspan=”2″>

<uc1:WebUserControl ID=”WebUserControl1″ runat=”server” />

</td>

</tr>

<tr><td valign=”top” align=”left”><p><img src=”images/call-center-00014167.jpg”

style=” margin-right:10px; height: 202px;” width=”250″ /></p>

<p><img src=”images/cell-phone-in-hand-1002072.jpg” style=”margin-right:10px; height: 202px;” width=”250″ /></p>

</td>

<td colspan=”2″ valign=”top”>

<p>

<p>

<span style=”font-size:11.0pt;line-height:150%”><span>A call

center is a central place or network of places where customer’s queries based

tickets/cases are handled by an enterprise.<span> Call</span>

centers are increasingly popular in today&#39;s society, where many companies have

centralized </span><span style=”color:black”>

<a href=”http://www.wisegeek.com/what-is-customer-service.htm”>

<span style=”text-decoration: none; text-underline: none”>

customer service</span></a></span><span> and support

<span>functions</span>.

<span>Call</span> centers employ many staff in

customer service, sales, and support <span class=”fadewordcontainer”>functions</span>.

It needs to handle a considerable <b style=”mso-bidi-font-weight:normal”>volume

of tickets</b> at the same time; <b style=”mso-bidi-font-weight:normal”>to

screen cases/tickets and forward them to someone qualified to handle them</b>,

and<b style=”mso-bidi-font-weight:normal”> to log notes in a case/ticket

management system.</b></span><u><span style=”color:blue”><o:p></o:p></span></u></span></p>

<span>

<p>

<span style=”font-size:11.0pt;line-height:150%”><o:p>&nbsp;</o:p></span></p>

<p>

<span style=”font-size:11.0pt;line-height:150%”>It is a functional area within

an organization or an outsourced separate facility that

<b style=”mso-bidi-font-weight:

normal”>exists solely to answer queries of the customers</b> in the form of

<b style=”mso-bidi-font-weight:normal”>tickets/cases</b>; usually a

sophisticated voice operations center that provides a full range of high-volume,

inbound or outbound case/ticket/call-handling services also. <o:p></o:p></span>

</p>

<p>

<span style=”font-size:11.0pt;line-height:150%”><o:p>&nbsp;</o:p></span></p>

<p>

<span style=”font-size:11.0pt;line-height:150%”>Industry term referring </span>

</span><span lang=”EN”

style=”font-size:11.0pt;line-height:150%;mso-ansi-language:EN”>

<span>a <b>contact centre</b>, also known as

<b style=”mso-bidi-font-weight:normal”>customer interaction centre</b> is a

<b style=”mso-bidi-font-weight:normal”>central point of any organization from

which all customer contacts are managed</b>. Through contact centres, valuable

information about company are routed to appropriate people,

<b style=”mso-bidi-font-weight:normal”>contacts to be tracked and data to be

gathered.</b> It is generally a part of company’s

<b style=”mso-bidi-font-weight:normal”>customer relationship management (CRM).

</b>Today, customers contact companies by calling, </span>

<b style=”mso-bidi-font-weight:normal”><span class=”style4″>emailing, chatting

online, visiting websites, faxing, and even instant messaging.</span><o:p></o:p></b></span></p>

</td>

</tr>

<tr>

<td>

&nbsp;</td>

<td>

&nbsp;</td>

</tr>

</table>

</div>

</form>

</body>

</html>

Aboutus.aspx

<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”about us.aspx.cs” Inherits=”about_us” %>

<%@ Register src=”WebUserControl.ascx” tagname=”WebUserControl” tagprefix=”uc1″ %>

<!DOCTYPE html PUBLIC “-//W3C//DTD XHTML 1.0 Transitional//EN” “http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd”>

<html xmlns=”http://www.w3.org/1999/xhtml”>

<head runat=”server”>

<title>Untitled Page</title>

<style type=”text/css”>

.style1

{

width: 100%;

}

p.MsoNormal

{margin-bottom:.0001pt;

font-size:12.0pt;

font-family:Verdana;

margin-left: 0in;

margin-right: 0in;

margin-top: 0in;

}

.style3

{

color: #009900;

}

.style4

{

color: #0099CC;

}

.style5

{

color: #0099CC;

font-weight: bold;

}

</style>

</head>

<body>

<form id=”form1″ runat=”server”>

<table>

<tr>

<td><uc1:WebUserControl ID=”WebUserControl1″ runat=”server” /></td>

</tr>

</table>

<table cellpadding=”0″ cellspacing=”0″ border=”0″ width=”1000px”><tr>

<td valign=”top”>

<p><img src=”images/img3.jpg” width=”210″ height=”220px” style=”margin-right:5px;” /></p>

<p><img src=”images/img1.jpg” width=”210″ height=”200px” style=”margin-right:5px;” /></p>

</td>

<td valign=”top”> <table cellpadding=”0″ cellspacing=”0″ border=”0″>

<tr>

<td>

<p>

<span>NaviSite, Inc. is the premier provider of </span>

<a href=”http://navisite.com/solutions-enterprise-hosting.htm” target=”_self”>

<span>Enterprise- Class Hosting</span></a><span>,

</span><a href=”http://navisite.com/solutions-managed-application-services.htm”

target=”_self”><span>Managed Application Services</span></a><span

>, </span>

<a href=”http://navisite.com/solutions-managed-messaging-services.htm”

target=”_self”><span>Managed Messaging Services</span></a><span

class=”style5″>, and&nbsp;</span><a

href=”http://navisite.com/solutions-managed-cloud-services.htm” target=”_self”><span

>Managed Cloud Services</span></a><span>.

NaviSite’s cloud-enabled enterprise infrastructure and application expertise

offers an unparalleled ability to deploy in highly complex environments with

customizable and scalable solutions</span></p>

<p>&nbsp;              </p>

<p>

<span><span style=”font-size:11.0pt;line-height:150%”>The call

center industry has skyrocketed to one of the most lucrative and important

businesses in the world. Countries like <st1:place w:st=”on”><st1:country-region w:st=”on”>

India</st1:country-region></st1:place>, Netherlands etc are the forerunners in

the business. But leading countries like US and the <st1:place w:st=”on”><st1:country-region w:st=”on”>

UK</st1:country-region></st1:place>

are also fast catching up. With the rising competition, the<b style=”mso-bidi-font-weight:

normal”> margin for error has become negligible</b>. Each call center today employs

<b style=”mso-bidi-font-weight:normal”>stringent quality measures</b> and

constantly looks for improvement. In fact

<b style=”mso-bidi-font-weight:

normal”>call center improvement services</b> are also extremely popular within the industry<o:p></o:p></span></p>

<p>

<span style=”font-size:11.0pt;line-height:150%;mso-bidi-font-family:Tahoma;

mso-bidi-font-weight:bold”><o:p>&nbsp;</o:p></span></p>

<p>

<span style=”font-size:11.0pt;line-height:150%;mso-bidi-font-family:Tahoma;

mso-bidi-font-weight:bold”>The objective of the Project is to <b>reduce the</b> <b>man force</b> and

<b>work load</b> and <b>making economical</b> and <b>real-time problem solving

system</b> so that customer can <b>get response immediate</b> and <b>queries can

be managed quickly</b>.</span><span style=”font-size:11.0pt;

line-height:150%;mso-bidi-font-family:Tahoma;mso-bidi-font-style:italic”> Process</span><span style=”font-size:11.0pt;line-height:150%;mso-bidi-font-family:

Tahoma”> dictates all the action that a company takes in order to

<b style=”mso-bidi-font-weight:normal”>satisfy the customer</b>,

<b style=”mso-bidi-font-weight:normal”>reduce costs</b> and gather market

intelligence.<span style=”mso-bidi-font-style:italic”> <o:p></o:p></span></span>                </p>

<p>

<span style=”font-size:11.0pt;line-height:150%;mso-bidi-font-family:Tahoma;

mso-bidi-font-style:italic”><o:p>&nbsp;</o:p></span></p>

<p>

<span style=”font-size:11.0pt;line-height:150%;mso-bidi-font-style:italic”>

Technology</span><span style=”font-size:11.0pt;line-height:150%”> can help

facilitate these processes through user driven systems development and

maintenance. From the <span style=”mso-bidi-font-style:italic”>content</span>

perspective, the focus is on acquiring, engineering and maintaining knowledge

and using the technology to distribute the information through various customer

care media. The call center computer system is not built to consider human

circumstance but merely to process, <b style=”mso-bidi-font-weight:normal”>store

and retrieve information.</b> The challenge is to

<b style=”mso-bidi-font-weight:normal”>empower agents</b> by providing them not

by <b style=”mso-bidi-font-weight:normal”>contact tracking systems</b> but with

the sort of <b style=”mso-bidi-font-weight:normal”>information and authority</b>

that will make every worthy <b style=”mso-bidi-font-weight:

normal”>customer feel as though the company cares about him or her personally.</b></span><b

style=”mso-bidi-font-weight:normal”>

<o:p></o:p></b>                </p>

<b style=”mso-bidi-font-weight:normal”>

<span style=”font-size:12.0pt;

font-family:Verdana;mso-fareast-font-family:&quot;Times New Roman&quot;;mso-bidi-font-family:

&quot;Times New Roman&quot;;mso-ansi-language:EN-US;mso-fareast-language:EN-US;

mso-bidi-language:AR-SA”>

<br clear=”all” style=”mso-special-character:line-break;

page-break-before:always” />

</span></b>          </td>

</tr>

</table>

</td></tr></table>

</form>

</body>

</html>

Contactus.aspx

<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”contact us.aspx.cs” Inherits=”contact_us” %>

<%@ Register src=”WebUserControl.ascx” tagname=”WebUserControl” tagprefix=”uc1″ %>

<!DOCTYPE html PUBLIC “-//W3C//DTD XHTML 1.0 Transitional//EN” “http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd”>

<html xmlns=”http://www.w3.org/1999/xhtml”>

<head runat=”server”>

<title>Untitled Page</title>

<style type=”text/css”>

<!–

.style1 {

font-size: 18px;

font-weight: bold;

font-family: Geneva, Arial, Helvetica, sans-serif;

}

.style2 {

font-family: Geneva, Arial, Helvetica, sans-serif;

font-size: 14px;

}

–>

</style>

</head>

<body>

<form id=”form1″ runat=”server”>

<table cellpadding=”0″ cellspacing=”0″ border=”0″><tr><td valign=”top”>

<uc1:WebUserControl ID=”WebUserControl1″ runat=”server” /></td></tr></table>

<table cellpadding=”0″ cellspacing=”0″ border=”0″ width=”1000px”>

<tr>

<td width=”210″ valign=”top”><p><img src=”images/con1.jpg” width=”210″ height=”210″ /></p>

<p><img src=”images/con2.jpg” width=”210″ height=”200″ /></p>

</td>

<td width=”790″ valign=”top”>

<table cellpadding=”10″ cellspacing=”0″ border=”0″ style=”margin-left:30px; margin-top:50px;”>

<tr>

<td width=”46″>&nbsp;</td><td width=”178″><span>Contact Us</span></td>

</tr>

<tr>

<td><span>Name:</span></td>

<td><span>Dilpreet Singh Dhawan</span></td>

</tr>

<tr>

<td><span>Adress:</span></td>

<td><span>Sector- 54 Golf course road Gurgaon</span></td>

</tr>

<tr>

<td><span>Mob:</span></td>

<td><span>9818576043</span></td>

</tr>

</table>

</td>

</tr>

</table>

</form>

</body>

</html>

Login.aspx

<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”login.aspx.cs” Inherits=”adminstrator_login_form” %>

<%@ Register Src=”WebUserControl.ascx” TagName=”WebUserControl” TagPrefix=”uc2″ %>

<%@ Register Src=”menu.ascx” TagName=”menu” TagPrefix=”uc1″ %>

<!DOCTYPE html PUBLIC “-//W3C//DTD XHTML 1.0 Transitional//EN” “http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd”>

<html xmlns=”http://www.w3.org/1999/xhtml” >

<head runat=”server”>

<title>ONLINE EXAMINATION</title>

<link href=”stylesheet.css” rel=”stylesheet” type=”text/css” />

<style type=”text/css”>

.style2

{

width: 96px;

}

</style>

</head>

<body>

<form id=”form1″ runat=”server”>

<div id=”header”>

<uc2:WebUserControl id=”WebUserControl1″ runat=”server”>

</uc2:WebUserControl></div>

<div>

&nbsp; &nbsp;

<asp:Label ID=”Label1″ runat=”server” Style=”left: 164px; position: relative; top: 175px”></asp:Label>

&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;<br />

<table cellpadding=”0″ cellspacing=”0″ border=”0″ width=”1000px”>

<tr>

<td valign=”top”>

<img src=”images/login.jpg” width=”200″ />

</td>

<td valign=”top”>

<table style=”width: 471px”>

<tr>

<td colspan=”3″ valign=”top”> <strong style=”padding:6px; margin-left:100px; margin-bottom:100px;”> Login Form</strong>

<p>&nbsp;</p>

<p></p>

</td>

</tr>

<tr>

<td>

Username</td>

<td style=”width: 278px”>

<asp:TextBox ID=”TextBox1″ runat=”server” Style=”position: static;”></asp:TextBox></td>

<td style=”width: 134217727px”>

<asp:RequiredFieldValidator ID=”RequiredFieldValidator7″ runat=”server” ControlToValidate=”TextBox1″

ErrorMessage=”Should not be blank”>*</asp:RequiredFieldValidator></td>

</tr>

<tr>

<td>

Password</td>

<td style=”width: 278px”>

<asp:TextBox ID=”TextBox2″ runat=”server” Style=”position: static;” TextMode=”Password” Width=”148px”></asp:TextBox></td>

<td style=”width: 134217727px”>

<asp:RequiredFieldValidator ID=”RequiredFieldValidator1″ runat=”server” ControlToValidate=”TextBox2″

ErrorMessage=”Should not be blank”>*</asp:RequiredFieldValidator></td>

</tr>

<tr>

<td>

Customer ID</td>

<td style=”width: 278px”>

<asp:TextBox ID=”TextBox3″ runat=”server” Height=”21px” Width=”149px”></asp:TextBox>

</td>

<td style=”width: 134217727px”>

<asp:RequiredFieldValidator ID=”RequiredFieldValidator8″ runat=”server” ControlToValidate=”TextBox3″

ErrorMessage=”Should not be blank”>*</asp:RequiredFieldValidator></td>

</tr>

<tr>

<td>

Email</td>

<td style=”width: 278px”>

<asp:TextBox ID=”TextBox4″ runat=”server” Height=”22px” Width=”149px”></asp:TextBox>

</td>

<td style=”width: 134217727px”>

<asp:RegularExpressionValidator ID=”RegularExpressionValidator1″ runat=”server”

ControlToValidate=”TextBox4″ ErrorMessage=”Invalid Email ID”

ValidationExpression=”\w+([-+.’]\w+)*@\w+([-.]\w+)*\.\w+([-.]\w+)*”></asp:RegularExpressionValidator>

</td>

</tr>

<tr>

<td>

</td>

<td style=”width: 278px”>

<asp:Button ID=”Button1″ runat=”server” OnClick=”Button1_Click” Style=”position: static;” Text=”LOGIN” /></td>

<td style=”width: 134217727px”>

</td>

</tr>

<tr>

<td>

</td>

<td style=”width: 278px; height: 25px”>

<asp:HyperLink ID=”HyperLink1″ runat=”server” Font-Size=”Small” NavigateUrl=”~/newuser.aspx”

Width=”234px”>New User Signup</asp:HyperLink></td>

<td style=”width: 134217727px”>

</td>

</tr>

<tr>

<td>

</td>

<td style=”width: 278px”>

</td>

<td style=”width: 134217727px”>

</td>

</tr>

</table>

</td></tr>

</table>

</div>

</form>

</body>

</html>

Login.aspx.cs

using System;

using System.Data;

using System.Configuration;

using System.Collections;

using System.Web;

using System.Web.Security;

using System.Web.UI;

using System.Web.UI.WebControls;

using System.Web.UI.WebControls.WebParts;

using System.Web.UI.HtmlControls;

using System.Data.SqlClient;

public partial class adminstrator_login_form : System.Web.UI.Page

{

protected void Button1_Click(object sender, EventArgs e)

{

SqlConnection con = new SqlConnection(ConfigurationManager.AppSettings[“mycon”]);

SqlCommand com = new SqlCommand();

String query = “select * from users where name=@admin_name and password=@password and email=@email”;

com.CommandText = query;

com.Connection = con;

SqlParameter name = new SqlParameter(“@admin_name”, DbType.StringFixedLength);

name.Value = TextBox1.Text;

com.Parameters.Add(name);

SqlParameter pass = new SqlParameter(“@password”, DbType.StringFixedLength);

pass.Value = TextBox2.Text;

com.Parameters.Add(pass);

SqlParameter email = new SqlParameter(“@email”, DbType.StringFixedLength);

email.Value = TextBox4.Text;

com.Parameters.Add(email);

SqlDataAdapter da = new SqlDataAdapter();

da.SelectCommand = com;

DataTable ds = new DataTable();

da.Fill(ds);

if (ds.Rows.Count == 0 )

{

TextBox1.Text = “”;

TextBox2.Text = “”;

Label1.Text=”invalid user or password you are not member<br>”;

}

else

{

Session[“uname”] = TextBox1.Text;

Session[“cid”] = TextBox3.Text;

Session[“email”] = TextBox4.Text;

Response.Redirect(“main.aspx”);

}

}

}

Main.aspx

<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”main.aspx.cs” Inherits=”contact_us” %>

<%@ Register src=”WebUserControl.ascx” tagname=”WebUserControl” tagprefix=”uc1″ %>

<!DOCTYPE html PUBLIC “-//W3C//DTD XHTML 1.0 Transitional//EN” “http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd”>

<html xmlns=”http://www.w3.org/1999/xhtml”>

<head runat=”server”>

<title>Untitled Page</title>

<style type=”text/css”>

.style1

{

width: 100%;

}

.style1

{

width: 100%;

}

.style7

{

width: 770px;

}

</style>

</head>

<body>

<form id=”form1″ runat=”server”>

<table>

<tr>

<td colspan=”3″>

<uc1:WebUserControl ID=”WebUserControl1″ runat=”server” />

</td>

</tr>

<tr>

<td >

<asp:HyperLink ID=”HyperLink1″ runat=”server” NavigateUrl=”~/tt.aspx”>Submit

Ticket</asp:HyperLink>

&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;

<asp:HyperLink ID=”HyperLink2″ runat=”server”

NavigateUrl=”~/ticketsub1.aspx”>Tickets Submitted</asp:HyperLink>

&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;

<asp:HyperLink ID=”HyperLink3″ runat=”server”

NavigateUrl=”~/resdet.aspx”>Response Details</asp:HyperLink>

<br />

<br />

<br />

<br />

</td>

<td>

&nbsp;</td>

<td>

&nbsp;</td>

</tr>

</table>

<div>

</div>

</form>

</body>

</html>

tt.aspx

<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”tt.aspx.cs” Inherits=”newuser” %>

<%@ Register Src=”menu.ascx” TagName=”menu” TagPrefix=”uc2″ %>

<%@ Register Src=”WebUserControl.ascx” TagName=”WebUserControl” TagPrefix=”uc1″ %>

<!DOCTYPE html PUBLIC “-//W3C//DTD XHTML 1.0 Transitional//EN” “http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd”>

<html xmlns=”http://www.w3.org/1999/xhtml” >

<head runat=”server”>

<title>newuser</title>

<link href=”STYLESHEET.CSS” rel=”stylesheet” type=”text/css” />

<style type=”text/css”>

.style2

{

width: 627px;

height: 49px;

}

.style3

{

width: 222px;

height: 49px;

}

.style4

{

width: 212px;

height: 49px;

}

.style5

{

width: 222px;

}

.style6

{

height: 12px;

width: 222px;

}

.style7

{

height: 13px;

width: 222px;

}

</style>

</head>

<body style=”text-align: center”>

<form id=”form1″ runat=”server”>

<div id=”header”>

<h1>

<span style=”color:#ffffff”></span>

</h1>

<h6>

&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;

&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;

&nbsp; &nbsp; &nbsp;&nbsp;

<span style=”color: #ffffff”>SYSTEM</span><span style=”color: #ffffff”><span>&nbsp;

&nbsp;&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;

&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;

<uc1:WebUserControl ID=”WebUserControl1″ runat=”server” />

&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;

</span></span>

</h6>

</div>

<span style=”font-size: 16pt; text-decoration: underline”><strong>

ADD TROUBLE TICKET DETAILS</strong></span>

<table style=”width: 471px; left: 16px; position: relative; top: 64px;”>

<tr>

<td style=”width: 627px”>

Customer Name</td>

<td>

<asp:TextBox ID=”TextBox12″ runat=”server”></asp:TextBox>

</td>

<td style=”width: 212px”>

<asp:RequiredFieldValidator ID=”RequiredFieldValidator10″ runat=”server” ControlToValidate=”TextBox12″

ErrorMessage=”Should not be blank”>*</asp:RequiredFieldValidator>

</td>

</tr>

<tr>

<td style=”width: 627px”>

Customer ID</td>

<td>

<asp:TextBox ID=”TextBox8″ runat=”server” Height=”24px”></asp:TextBox>

</td>

<td style=”width: 212px”>

<asp:RequiredFieldValidator ID=”RequiredFieldValidator7″ runat=”server” ControlToValidate=”TextBox8″

ErrorMessage=”Should not be blank”>*</asp:RequiredFieldValidator>

</td>

</tr>

<tr>

<td style=”width: 627px”>

Email</td>

<td>

<asp:TextBox ID=”TextBox7″ runat=”server”></asp:TextBox>

</td>

<td style=”width: 212px”>

<asp:RegularExpressionValidator ID=”RegularExpressionValidator1″ runat=”server”

ErrorMessage=”Email should be in proper formate” ControlToValidate=”TextBox7″

ValidationExpression=”\w+([-+.’]\w+)*@\w+([-.]\w+)*\.\w+([-.]\w+)*”></asp:RegularExpressionValidator>

</td>

</tr>

<tr>

<td style=”width: 627px”>

Trouble Ticket No.</td>

<td>

<asp:TextBox ID=”TextBox1″ runat=”server”></asp:TextBox></td>

<td style=”width: 212px”>

<asp:RequiredFieldValidator ID=”RequiredFieldValidator1″ runat=”server” ControlToValidate=”TextBox1″

ErrorMessage=”Should not be blank”>*</asp:RequiredFieldValidator></td>

</tr>

<tr>

<td style=”width: 627px”>

Date</td>

<td>

<asp:TextBox ID=”TextBox2″ runat=”server”></asp:TextBox></td>

<td style=”width: 212px”>

<asp:RequiredFieldValidator ID=”RequiredFieldValidator2″ runat=”server” ControlToValidate=”TextBox2″

ErrorMessage=”Should not be blank”>*</asp:RequiredFieldValidator></td>

</tr>

<tr>

<td style=”width: 627px; height: 12px”>

Priority</td>

<td>

<asp:DropDownList ID=”DropDownList1″ runat=”server”>

<asp:ListItem>High</asp:ListItem>

<asp:ListItem>Low</asp:ListItem>

<asp:ListItem>Medium</asp:ListItem>

</asp:DropDownList>

</td>

<td style=”width: 212px; height: 12px”>

&nbsp;</td>

</tr>

<tr>

<td style=”width: 627px; height: 13px”>

Subject</td>

<td>

<asp:TextBox ID=”TextBox4″ runat=”server”></asp:TextBox></td>

<td style=”width: 212px; height: 13px”>

<asp:RequiredFieldValidator ID=”RequiredFieldValidator4″ runat=”server” ControlToValidate=”TextBox4″

ErrorMessage=”Should not be blank”>*</asp:RequiredFieldValidator></td>

</tr>

<tr>

<td style=”width: 627px; height: 13px”>

Description</td>

<td>

<asp:TextBox ID=”TextBox5″ runat=”server” Height=”83px” TextMode=”MultiLine”

Width=”211px”></asp:TextBox></td>

<td style=”width: 212px; height: 13px”>

<asp:RequiredFieldValidator ID=”RequiredFieldValidator5″ runat=”server” ControlToValidate=”TextBox5″

ErrorMessage=”Should not be blank”>*</asp:RequiredFieldValidator>

</td>

</tr>

<tr>

<td>

Type</td>

<td>

<asp:DropDownList ID=”DropDownList2″ runat=”server”>

<asp:ListItem>Sales</asp:ListItem>

<asp:ListItem>Technical</asp:ListItem>

<asp:ListItem>Production</asp:ListItem>

<asp:ListItem>Other</asp:ListItem>

</asp:DropDownList>

</td>

<td>

&nbsp;</td>

</tr>

<tr>

<td style=”width: 627px; height: 13px”>

&nbsp;</td>

<td>

<asp:Button ID=”Button1″ runat=”server” Text=”Submit” OnClick=”Button1_Click” />

</td>

<td style=”width: 212px; height: 13px”>

<asp:Label ID=”Label1″ runat=”server” Style=”position: relative”></asp:Label>

</td>

</tr>

<tr>

<td style=”width: 627px; height: 13px”>

&nbsp;</td>

<td>

&nbsp;</td>

<td style=”width: 212px; height: 13px”>

&nbsp;</td>

</tr>

<tr>

<td style=”width: 627px; height: 13px”>

&nbsp;</td>

<td>

&nbsp;</td>

<td style=”width: 212px; height: 13px”>

&nbsp;</td>

</tr>

<tr>

<td style=”width: 627px; height: 13px”>

</td>

<td>

&nbsp;</td>

<td style=”width: 212px; height: 13px”>

</td>

</tr>

</table>

</form>

</body>

</html>

tt.aspx.cs

using System;

using System.Data;

using System.Configuration;

using System.Collections;

using System.Web;

using System.Web.Security;

using System.Web.UI;

using System.Web.UI.WebControls;

using System.Web.UI.WebControls.WebParts;

using System.Web.UI.HtmlControls;

using System.Data.SqlClient;

public partial class newuser : System.Web.UI.Page

{

SqlConnection con;

protected void Page_Load(object sender, EventArgs e)

{

int code;

SqlConnection con = new SqlConnection(ConfigurationManager.AppSettings[“mycon”]);

string que = “select * from ticket”;

SqlDataAdapter da = new SqlDataAdapter(que, con);

DataTable dataset = new DataTable();

da.Fill(dataset);

int n = dataset.Rows.Count;

if (n == 0)

code = 1;

else

code = n + 1;

TextBox1.Text = “T001” + code;

try

{

TextBox7.Text = Session[“email”].ToString();

TextBox8.Text = Session[“cid”].ToString();

}

catch (Exception dg)

{

Label1.Text = “Must Login”;

}

}

protected void Button1_Click(object sender, EventArgs e)

{

SqlConnection con = new SqlConnection(ConfigurationManager.AppSettings[“mycon”]);

con.Open();

string scom = “insert into ticket values(@id,@fname,@lname,@address,@city,@state,@phone,@email,@app,@status)”;

SqlCommand com = new SqlCommand(scom, con);

SqlParameter t1 = new SqlParameter(“@id”, DbType.StringFixedLength);

t1.Value = TextBox1.Text;

com.Parameters.Add(t1);

SqlParameter t2 = new SqlParameter(“@fname”, DbType.StringFixedLength);

t2.Value = TextBox2.Text;

com.Parameters.Add(t2);

SqlParameter t3= new SqlParameter(“@lname”, DbType.StringFixedLength);

t3.Value = DropDownList1.SelectedItem.Text;

com.Parameters.Add(t3);

SqlParameter t4 = new SqlParameter(“@address”, DbType.StringFixedLength);

t4.Value= TextBox4.Text;

com.Parameters.Add(t4);

SqlParameter t5 = new SqlParameter(“@city”, DbType.StringFixedLength);

t5.Value = TextBox5.Text;

com.Parameters.Add(t5);

SqlParameter t6 = new SqlParameter(“@state”, DbType.StringFixedLength);

t6.Value = DropDownList1.SelectedItem.Text;

com.Parameters.Add(t6);

SqlParameter t7 = new SqlParameter(“@phone”, DbType.StringFixedLength);

t7.Value = TextBox7.Text;

com.Parameters.Add(t7);

SqlParameter t8 = new SqlParameter(“@email”, DbType.StringFixedLength);

t8.Value = TextBox8.Text;

com.Parameters.Add(t8);

SqlParameter t9 = new SqlParameter(“@app”, DbType.StringFixedLength);

t9.Value = TextBox12.Text;

com.Parameters.Add(t9);

SqlParameter t0 = new SqlParameter(“@status”, DbType.StringFixedLength);

t0.Value = “Not Answered”;

com.Parameters.Add(t0);

com.ExecuteNonQuery();

Label1.Text = “Record inserted”;

TextBox1.Text = “”;

TextBox2.Text = “”;

// TextBox3.Text = “”;

TextBox4.Text = “”;

TextBox5.Text = “”;

// TextBox6.Text = “”;

TextBox7.Text = “”;

TextBox8.Text = “”;

TextBox12.Text = “”;

con.Close();

}

}

Ticketsub1.aspx

<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”ticketsub1.aspx.cs” Inherits=”newuser” %>

<%@ Register Src=”menu.ascx” TagName=”menu” TagPrefix=”uc2″ %>

<%@ Register Src=”WebUserControl.ascx” TagName=”WebUserControl” TagPrefix=”uc1″ %>

<!DOCTYPE html PUBLIC “-//W3C//DTD XHTML 1.0 Transitional//EN” “http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd”>

<html xmlns=”http://www.w3.org/1999/xhtml” >

<head runat=”server”>

<title>Ticket Details</title>

<link href=”STYLESHEET.CSS” rel=”stylesheet” type=”text/css” />

<style type=”text/css”>

.style7

{

height: 13px;

width: 222px;

}

</style>

</head>

<body style=”text-align: center”>

<form id=”form1″ runat=”server”>

<div id=”header”>

<h1>

<span style=”color:#ffffff”></span>

</h1>

<h6>

&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;

&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;

&nbsp; &nbsp; &nbsp;&nbsp;

<span style=”color: #ffffff”>SYSTEM</span><span style=”color: #ffffff”><span>&nbsp;

&nbsp;&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;

&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;

<uc1:WebUserControl ID=”WebUserControl1″ runat=”server” />

&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;

</span></span>

</h6>

</div>

<span style=”font-size: 16pt; text-decoration: underline”><strong>

YOUR TICKETS DETAILS</strong></span>

<table style=”width: 471px; left: 16px; position: relative; top: 64px;”>

<tr>

<td colspan=”2″ rowspan=”2″>

<asp:GridView ID=”GridView1″ runat=”server” AutoGenerateColumns=”False”

Width=”452px”>

<RowStyle BorderColor=”Maroon” BorderStyle=”Solid” />

<Columns>

<asp:BoundField DataField=”ticketno” HeaderText=”Ticket No.” />

<asp:BoundField DataField=”dat” HeaderText=”Date” />

<asp:BoundField DataField=”Subject” HeaderText=”Subject” />

<asp:BoundField DataField=”descr” HeaderText=”Description” />

</Columns>

<HeaderStyle BackColor=”Maroon” />

</asp:GridView>

</td>

<td style=”width: 212px”>

&nbsp;</td>

</tr>

<tr>

<td style=”width: 212px; height: 13px”>

<asp:Label ID=”Label1″ runat=”server” Style=”position: relative”></asp:Label>

</td>

</tr>

<tr>

<td style=”width: 627px; height: 13px”>

&nbsp;</td>

<td>

&nbsp;</td>

<td style=”width: 212px; height: 13px”>

&nbsp;</td>

</tr>

<tr>

<td style=”width: 627px; height: 13px”>

&nbsp;</td>

<td>

&nbsp;</td>

<td style=”width: 212px; height: 13px”>

&nbsp;</td>

</tr>

<tr>

<td style=”width: 627px; height: 13px”>

</td>

<td>

&nbsp;</td>

<td style=”width: 212px; height: 13px”>

</td>

</tr>

</table>

</form>

</body>

</html>

Ticketsub1.aspx.cs

using System;

using System.Data;

using System.Configuration;

using System.Collections;

using System.Web;

using System.Web.Security;

using System.Web.UI;

using System.Web.UI.WebControls;

using System.Web.UI.WebControls.WebParts;

using System.Web.UI.HtmlControls;

using System.Data.SqlClient;

public partial class newuser : System.Web.UI.Page

{

SqlConnection con;

protected void Page_Load(object sender, EventArgs e)

{

try

{

SqlConnection con = new SqlConnection(ConfigurationManager.AppSettings[“mycon”]);

SqlDataAdapter da=new SqlDataAdapter(“select * from ticket where custid='”+Session[“cid”].ToString()+”‘”,con);

DataTable dt=new DataTable();

da.Fill(dt);

GridView1.DataSource=dt;

GridView1.DataBind();

}

catch (Exception dg)

{

Label1.Text = “Must Login”;

}

}

}

A-6 CODE EFFICIENCY

Reviewing of Code efficiency for a module is carried out after the module is successfully compiled and all the syntax errors eliminated. Code efficiency review is extremely cost-effective strategies for reduction in coding errors in order to produce high quality code. Normally, two types of efficiency are carried out on the code of a module – code optimization and code inspection. The procedure and final objective of these two efficiency techniques are very different as discussed below.

A-7 SCHEDULING

GANT CHART

Gantt charts mainly used to allocate resources to activities. The resources allocated to activities include staff, hardware, and software. Gantt charts (named after its developer Henry Gantt) are useful for resource planning. A Gantt chart is special type of bar chart where each bar represents an activity. The bars are drawn along a timeline. The length of each bar is proportional to the duration of the time planned for the corresponding activity.

Gantt chart is a project scheduling technique. Progress can be represented easily in a Gantt chart, by coloring each milestone when completed. The project will start in the month of January and end after 4 months at the end of April.

System Design

Detailed Design

Coding

Unit Testing

Test Plan

Testing

Jan                      feb                         march                    Apr.

Pert Chart

PERT (Project Evaluation and Review Technique) charts consist of a network of boxes and arrows. The boxes represent activities and the arrows represent task dependencies.

PERT chart represents the statistical variations in the project estimates assuming a normal distribution. Thus in a PERT chart instead of making a single estimate for each task, pessimistic, likely, and optimistic estimates are also made. The boxes of PERT charts are usually annotated with the pessimistic, likely, and optimistic estimates for every task. Since all possible completion times between the minimum and maximum durations for every task have to be considered, there are many critical paths, depending on the permutations of the estimates for each task. This makes critical path analysis in PERT charts very complex. A critical path in a PERT chart is shown by using thicker arrows. The PERT chart representation of the Customer Care Supportive System problem of Figure A. is shown in Figure B.

Task	ES	EF	LS	LF	ST
Specification Part	0	15	0	15	0
Design Database Part	15	60	15	60	0
Design GUI Part	15	45	90	120	75
Code Database Part	60	165	60	165	0
Code GUI Part	45	90	120	165	75
Integrate and Test	165	285	165	285	0
Write User Manual	15	75	225	285	210

Figure A: Different Tasks for the Customer Care Supportive System shown in above table.

FIGURE B: PERT Chart representation of the Customer Care Supportive System.

PERT charts are a more sophisticated form of activity chart. In activity diagrams only the estimated task durations are represented. Since the actual durations might vary from the estimated durations, the utility of the activity diagrams is limited.