SIKKIM MANIPAL UNIVERSITY
PROJECT REPORT
ON
“CUSTOMER CARE SUPPORTIVE SYSTEM”
Submitted in partial fulfillment of the requirements for qualifying
Bachelor of Computer Application
SUBMITTED BY
NAME :
ENROLLMENT NO :
UNDER SUPERVISION OF:
Declaration
I here by declare that the project report entitled “(Title of the Project)”
Submitted in partial fulfillment and requirement for the degree of “(Course Name)” to Sikkim Manipal University, India is my original work and not submitted for the award of any other degree, diploma, fellowship, or any similar title of prizes.
Place :……………………. (Name of Student)
Date :……………………. Reg. No.
Course-Semester
Examiner’s Certificate
This is to certify that project report submitted by “(Name of Student)” entitled “(Name of Project)” is approved and is acceptable in quality and form.
Internal Examiner External Examiner
Name of Examiner
Designation
College / Organization
Ref. No:___________ Date:_____________
Certificate of Guide
This is to certify that project report entitled “(Name of Project)”, Submitted in partial fulfillment and requirement for the degree of “(Course Name)” to Sikkim Manipal University, India by “(Name of the Student)” has worked under my supervision and guidance and that no part of this report has been submitted for the award of any other degree, diploma, fellowship, or any similar titles or prizes and the work has not been published in any journal or magazine.
Certified By-
Name of the Project Guide
Designation
College / Organization
Acknowledgment 3
Declaration 4
1. Introduction & Objectives of the Project 7
1.1 Introduction 7
1.2 Objectives 7
1.3 Advantage 9
1.4 Drawback of Current Manual-System 10
1.5 Proposed System 12
1.6 Need 13
2. System Study
2.1 Preliminary Investigation 25
2.2 System Development Life Cycle 26
3. System Analysis
3.1 Importance of Computerized System 32
3.2 Principle of System Analysis 33
4. System Design
4.1 System Design 36
4.2 Data Modeling 40
4.3 E-R Diagram 44
4.4 Context Level DFD 47
4.5 Modules 52
4.6 Process Logic for Each Modules 57
4.7 Tool/Platform, Hardware and Software Requirement Specification 58
4.8 Scheduling 59
5. System Development
5.1 Source Code 62
5.2 Code Efficiency 115
6. Testing
6.1 Testing Phase 116
6.2 Level of Testing 117
6.3 Test Cases 122
6.4 Verification and Validation (V&V) 128
7. System Implementation
7.1 Post Implementation Maintenance and Review 130
7.2 Hardware Evaluation Factors 131
7.3 Software Evaluation Factors 132
7.4 Conversion and Training 133
7.5 Training Needs 134
8. Cost Estimation of the Project 135
9. GANTT & PERT CHART 136
10. Security and Validations 139
11. Scope of Future Application 141
12. Conclusion 144
13.Bibliography 145
14.Glossary 146
1. INTRODUCTION
The Customer Care industry has skyrocketedto one of the most lucrative and important Businessesin 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 call center today employs stringent quality measures and constantly looks for improvement. In fact call center improvement services are also extremely popular within the industry.
A Customer Care Supportive System is a central place or network of places where customer’s queries based tickets/cases are handled by an enterprise. 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.
1.2 Objectives of the project
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.
The objective of the Project is to reduce theman 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.
SOFTWARE & HARDWARE REQUIREMENTS
“Client-Server approach with XML / ASP.NET”
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
o Database, Messaging, Integration, Commerce, Proxy, Security, Mobility, Orchestration, Content Management
• .NET Building Block Services
o Passport
o .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, …
The .NET Framework
What is the .NET Framework?
• A set of technologies for developing and using components to create:
o Web Forms
o Web Services
o Windows Applications
• Supports the software lifecycle
o Development
o Debugging
o Deployment
o Maintenance
• Application Architectures
o 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)
o Single-tier architecture
A single executable file handles all functions relating to the user, business, and data service layers.
o Two-tier architecture
Divides an application into the following two components:
Client
Server
o Three-tier architecture
All the three service layers reside separately, either on the same machine or on different machines.
o 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:
o NET products: Microsoft has already introduced Visual Studio .NET, which is a tool for developing NET applications by using programming languages such as Visual Basic, C#, and Visual C++.
o 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 Visual Basic .NET and C#.
• Provides classes that can be used in the code to accomplish a range of common programming tasks.
• Comprises
o Namespaces: Namespaces help you to create logical groups of related classes and interfaces that can be used by any language targeting the .NET Framework.
o 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
o Provides functionality such as exception handling, security, debugging, and versioning support to any language that targets it.
o 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:
o Automatic memory management
o Standard type system
o Language interoperability
o Platform independence
o Security management
o Type safety
Advantages of the .NET Framework
• Some advantages of the .NET Framework are:
o Consistent programming model
o Multi-platform applications
o Multi-language integration
o Automatic resource management
o Ease of deployment
ADO.NET
• Is a model used by Visual Basic .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
o Is used for connecting to a database, retrieving data, and storing the data.
• Is of two types:
o OLE DB data provider
o SQL Server data provider
Components of a Data Provider
• Connection
o Used to establish a connection with a data source
o Some commonly used properties and methods:
ConnectionString property
Open()method
Close()method
State property
• Data adapter
o Creates a dataset and updates the database.
o Handles data transfer between the database and the dataset through its properties and methods.
o Displays the data through the process of table mapping.
o Are of two types:
SqlDataAdapter
OleDbDataAdapter
• Data command
o Is a SQL statement or a stored procedure that is used to retrieve, insert, delete, or modify data from a data source.
o Is an object of the OleDbCommand or SQLCommand class.
• Data reader
o Is used to retrieve data from a data source in a read-only and forward-only mode.
o Stores a single row at a time in the memory.
o Commonly used methods:
Read()
Close()
NextResult()
• Dataset
o Is a disconnected, cached set of records that are retrieved from a database.
o Is present as a DataSet class in the System.Data namespace.
o Has its own object model.
2.1 PRELIMINARY INVESTIGATION
System development, a process consisting of two major steps of system analysis and design, start when management or sometimes system development personnel feel that a new system or an improvement in the existing system is required. The system development life cycle is classically thought of as the set of activities that analysts, designers and users carry out to develop and implement an information system. The system development life cycle consists of the following activities:
Preliminary investigation
Determination of system requirements
Design of system
Development of software
System testing
Implementation, evaluation, and maintenance
A request to take assistance from information system can be made for many reasons, but in each case someone in the organization initiates the request is made, the first system activity the preliminary investigation begins. This activity has three parts:
1) Request clarification
2) Feasibility study
3) Request approval
Request clarification: Many requests from employees and users in the organizations are not clearly defined, therefore it becomes necessary that project request must be examined and clarified properly before considering systems investigation.
2.2 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.
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:
What type of information is required?
What are the constraints on the investigation?
What are the potential problems that may make the task more difficult?
WATER FALL MODEL
Model adopted in Customer Care Supportive System IS Water Fall Model. The waterfall model is a sequential design process, often used in software development processes, in which progress is seen as flowing steadily downwards (like a waterfall) through the phases of Conception, Initiation, Analysis, Design, Construction, Testing, Production/Implementation and Maintenance.
3.1 IMPORTANCE OF COMPUTERIZED CUSTOMER CARE SUPPORTIVE SYSTEM
There are several attributes in which the computer based information works. Broadly the working of computer system is divided into two main groups:
• Transaction System
• Decision Support System
Transaction System:
A transaction is a record of some well-defined single and usually small occurrence in a system. Transactions are input into the computer to update the database files. It checks the entering data for its accuracy. This means that numeric data appears in numeric field and character data in character field. Once all the checks are made, transaction is used to update the database. Transaction can be inputted in on-line mode or batch mode. In on-line mode, transactions are entered and updated into the database almost instantaneously. In batch mode, transactions are collected into batches, which may be held for a while and inputted later.
Decision Support System:
It assists the user to make analytical decision. It shows the various data in organized way called analysis. This analysis can be made to syrdy preferences and help in making decisions.
Computer system works out best with record maintenance. It will tell you which customer would get how much pending/reports statements. It will also help to search the information about a particular person by simply entering his telephone number. User can store information as per requirement, which can be used for comparison with other reports.
3.2 PRINCIPLES OF SYSTEM ANALYSIS
Principles:
1. Understand the problem before you begin to create the analysis model.
2. Develop prototypes that enable a user to understand how human machine interaction will occur.
3. Record the origin of and the reason for every requirement.
4. Use multiple views of requirements like building data, function and behavioral models.
5. Work to eliminate ambiguity.
A Complete Structure:
The limited time and resources have restricted us to incorporate, in this project, only the main activities that are performed in news sites, but utmost care has been taken to make the system efficient and user friendly.
For the optimum use of practical time it is necessary that every session is planned. Planning of this project will include the following things:
• Topic Understanding.
• Modular Break – Up of the System.
• Processor Logic for Each Module.
• Database Requirements.
Topic Understanding:
It is vital that the field of application as introduced in the project may be totally a new field. So as soon as the project was allocated to me, I carefully went through the project to identify the requirements of the project.
Modular Break –Up of the System:
Identify The Various Modules In The System.
List Them In The Right Hierarchy.
Identify Their Priority Of Development
Description Of The Modules:
4.1 SYSTEM 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.
4.2 DATA MODELING
Data modeling defines primary data objects, composition of each data object, and attributes of the object, relationships between each object and other objects and between objects and the processes.
List of Tables:
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 call center
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
E-R DIAGRAM
4.4. DATA FLOW DIAGRAM
CONTEXT LEVEL DFD FOR
Customer Care Supportive System
DFD FOR CUSTOMER COMPLAINT
Customer
DFD FOR CUSTOMER CARE EXECUTIVE (EMPLOYEE)
DFD FOR MONITORING
DFD FOR COMPLAINT TICKET
4.5 MODULES
Project Plan, Design & Approach
The proposed project will have its main page and will be mainly divided into partially dependent and partially independent modules as:
1. LOGIN MODULE
2. CUSTOMER MASTER
3. EMPLOYEE MASTER
4. UPDATE DETAILS MODULE
5. SEARCH MASTER
6. REPORT GENERATION MODULE
7. VALIDATION HANDLER
8. COMPLAINT DETAILS
9. TROUBLE TICKETS MASTER
10. MANAGING INBOUND TICKETS/CREATED BY FRONT END SUPPORT STAFF
**These modules are described below**
1. LOGIN MODULE
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.
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 MODULE
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 MODULE
The main objective of this module is to search the specific details in the project for the customers and administrator the company can send him/her information, through mail on their e-mail address from the database. The project sends the information to their users according to their requirements.
Then it becomes so easy to the administrator to contact the person through this Project.
6. Report Generation Module
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: 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.
8: 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.
9 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.
10. TROUBLE TICKETS
This module is specially meant for customers to get help from the customer care. Trouble ticket forms are filled by the customers; they get notification no. or trouble ticket no. Now when the customer contact or call in the call centre they are asked for their trouble ticket no..As the customer give his tt.no., He get the response or get the duration under which he will get the response.
11. MANAGING INBOUND TICKETS/CREATED BY FRONT END SUPPORT STAFF
• Basic Information
• Customer Queries
• Lead Generation
• Debit Cards
• Complaints
• Ticket number generation
4.6 Process Logic for Each Module:
In the first module, validity of password is checked against a particular user.
In the second module, whenever a new entity is entered it should be checked for the duplicate data.
In the third and fourth module, just like the first module it should have the proper checks for every entity being modified or updated.
In the fifth and sixth module, again the validation checks are made and the different reports are generated to ease the business processes and decision making.
(IV) Report Generation
‘Crystal Reports’ is a popular third party package that is included with ASP.NET, which allows you to create reports for your application. The package consists of a designer – where you can design and test the reports, Crystal Reports API calls and Crystal Report Viewer control. The reports generated by the administrator are
Users Details
Customers Details
Calls Details
Employees Details
Calls Closed
4.7 TOOLS / PLATFORM, HARDWARE AND SOFTWARE REQUIREMENT SPECIFICATION
The project is based on The three tier architecture where the application is divided into three logical constituents-
User Services – Provide services such as user interface. (Asp.Net, C# application in this case).
Business services – Implement business rules
Data Services – Provide handling and validation of data. (SQL-SERVER in this case)
Minimum Hardware requirements
Pentium IV Processor
60 GB hard Disk
512 MB RAM
Optional
Hardware (LAN, Switches, Routers etc)
Networking ((LAN & WAN, Different Components of networking)
Minimum Software requirements
.Net is used for front end application (ASP.NET, C#, AJAX, JAVA-SCRIPT, J-QUERY and CSS.)
4.8 SCHEDULING
Scheduling of a software project does not differ greatly from scheduling of any multi- task engineering effort. Therefore, generalized project scheduling tools and techniques can be applied with little modification to software projects.
Program evaluation and review technique (PERT) and critical path method (CPM) are two project scheduling methods that can be applied to software development. Both techniques are driven by information already developed in earlier project planning activities.
Estimates of Effort
A decomposition of the product function.
The selection of the appropriate process model and task set.
Decomposition of tasks.
Interdependencies among tasks may be defined using a task network. Tasks, sometimes called the project Work Breakdown Structure (WBS) are defined for the product as a whole or for individual functions.
Both PERT and CPM provide quantitative tools that allow the software planner to (1) determine the critical path-the chain of tasks that determines the duration of the project; (2) establish “most likely” time estimates for individual tasks by applying statistical models; and (3) calculate “boundary times” that define a time window” for a particular task.
Boundary time calculations can be very useful in software project scheduling. Slippage in the design of one function, for example, can retard further development of other functions. It describes important boundary times that may be discerned from a PERT or CPM network: (I) the earliest time that a task can begin when preceding tasks are completed in the shortest possible time, (2) the latest time for task initiation before the minimum project completion time is delayed, (3) the earliest finish-the sum of the earliest start and the task duration, (4) the latest finish- the latest start time added to task duration, and (5) the total float-the amount of surplus time or leeway allowed in scheduling tasks so that the network critical path maintained on schedule. Boundary time calculations lead to a determination of critical path and provide the manager with a quantitative method for evaluating progress as tasks are completed.
Both PERT and CPM have been implemented in a wide variety of automated tools that are available for the personal computer. Such tools are easy to use and take the scheduling methods described previously available to every software project manager.
Home.aspx
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”Home.aspx.cs” Inherits=”Login” %>
<%@ Register src=”WebUserControl.ascx” tagname=”WebUserControl” tagprefix=”uc1″ %>
Untitled Page
Aboutus.aspx
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”about us.aspx.cs” Inherits=”about_us” %>
<%@ Register src=”WebUserControl.ascx” tagname=”WebUserControl” tagprefix=”uc1″ %>
Untitled Page
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”contact us.aspx.cs” Inherits=”contact_us” %>
<%@ Register src=”WebUserControl.ascx” tagname=”WebUserControl” tagprefix=”uc1″ %>
Untitled Page
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″ %>
Login Form
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
“;
}
else
{
Session[“u”] = “u”;
Session[“uname”] = TextBox1.Text;
Session[“cid”] = TextBox3.Text;
Session[“email”] = TextBox4.Text;
Response.Redirect(“main.aspx”);
}
}
}
Admin.aspx
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”Admin.aspx.cs” Inherits=”_Default” %>
<%@ Register Src=”WebUserControl.ascx” TagName=”WebUserControl” TagPrefix=”uc1″ %>
Online Call Center Mgt. System
Admin.aspx.cs
using System;
using System.Data.SqlClient;
using System.Data;
using System.Configuration;
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;
public partial class _Default : System.Web.UI.Page
{
protected void Page_Load(object sender, EventArgs e)
{
}
protected void TextBox1_TextChanged(object sender, EventArgs e)
{
}
protected void Button1_Click(object sender, EventArgs e)
{
// SqlConnection con = new SqlConnection(“Trusted_connection = true;database = ONA”);
SqlConnection con = new SqlConnection(ConfigurationManager.AppSettings[“mycon”]);
SqlCommand com = new SqlCommand();
String query = “select * from admin where username=@admin_name and password=@password”;
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);
SqlDataAdapter da = new SqlDataAdapter();
da.SelectCommand = com;
DataTable ds = new DataTable();
da.Fill(ds);
if (ds.Rows.Count > 0)
{
Session[“admin”] = “admin”;
Session[“uname”] = TextBox1.Text;
Response.Redirect(“Adminm.aspx”);
}
else
{
Label1.Text = “Invalid user or password you are not member”;
}
}
}
Adminm.aspx
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”Adminm.aspx.cs” Inherits=”_Default” %>
<%@ Register Src=”WebUserControl.ascx” TagName=”WebUserControl” TagPrefix=”uc1″ %>
Online Auction System
Callregisteration.aspx
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”CallRegistration.aspx.cs” Inherits=”CallRegistration” %>
<%@ Register src=”WebUserControl.ascx” tagname=”WebUserControl” tagprefix=”uc1″ %>
<%@ Register src=”WebUserControl2.ascx” tagname=”WebUserControl2″ tagprefix=”uc2″ %>
Untitled Page
Callregisteration.aspx.cs
using System;
using System.Collections;
using System.Configuration;
using System.Data;
using System.Linq;
using System.Web;
using System.Web.Security;
using System.Web.UI;
using System.Web.UI.HtmlControls;
using System.Web.UI.WebControls;
using System.Web.UI.WebControls.WebParts;
using System.Xml.Linq;
using System.Data.SqlClient;
public partial class CallRegistration : System.Web.UI.Page
{
SqlConnection con = new SqlConnection(“trusted_connection=true;database=callcenter”);
protected void Page_Load(object sender, EventArgs e)
{
}
protected void Button1_Click(object sender, EventArgs e)
{
try
{
SqlCommand cmd = new SqlCommand(“Insert into calldetails values(‘” + TextBox1.Text + “‘,'” + TextBox2.Text + “‘,'” + TextBox3.Text + “‘,'” + TextBox4.Text + “‘,'” + TextBox5.Text + “‘,'” + TextBox6.Text + “‘,'” + TextBox7.Text + “‘,'” + TextBox8.Text + “‘,'” + TextBox9.Text + “‘,'” + DropDownList1.SelectedItem.Text + “‘,'” + TextBox11.Text + “‘,'” + TextBox12.Text + “‘)”, con);
con.Open();
cmd.ExecuteNonQuery();
con.Close();
Label1.Text = “record inserted”;
}
catch (Exception ex)
{
Label1.Text = ex.Message;
}
}
}
customer.aspx
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”Customer.aspx.cs” Inherits=”newuser” %>
<%@ Register Src=”menu.ascx” TagName=”menu” TagPrefix=”uc2″ %>
<%@ Register Src=”WebUserControl.ascx” TagName=”WebUserControl” TagPrefix=”uc1″ %>
<%@ Register src=”WebUserControl2.ascx” tagname=”WebUserControl2″ tagprefix=”uc3″ %>
newuser
Employee.aspx
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”Employee.aspx.cs” Inherits=”newuser” %>
<%@ Register Src=”menu.ascx” TagName=”menu” TagPrefix=”uc2″ %>
<%@ Register Src=”WebUserControl.ascx” TagName=”WebUserControl” TagPrefix=”uc1″ %>
<%@ Register src=”WebUserControl2.ascx” tagname=”WebUserControl2″ tagprefix=”uc3″ %>
Feedbackrepo.aspx
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”FEEDBACK REPO.aspx.cs” Inherits=”FEEDBACK_REPO” %>
<%@ Register assembly=”CrystalDecisions.Web, Version=10.5.3700.0, Culture=neutral, PublicKeyToken=692fbea5521e1304″ namespace=”CrystalDecisions.Web” tagprefix=”CR” %>
Untitled Page
Feedback.aspx.cs
using System;
using System.Collections;
using System.Configuration;
using System.Data;
using System.Linq;
using System.Web;
using System.Web.Security;
using System.Web.UI;
using System.Web.UI.HtmlControls;
using System.Web.UI.WebControls;
using System.Web.UI.WebControls.WebParts;
using System.Xml.Linq;
using System.Data.SqlClient;
public partial class FEEDBACK_REPO : System.Web.UI.Page
{
protected void Page_Load(object sender, EventArgs e)
{
SqlConnection con = new SqlConnection(ConfigurationManager.AppSettings[“mycon”]);
String query = “select * from feedback”;
if (!IsPostBack)
{
SqlDataAdapter com = new SqlDataAdapter(query, con);
DataTable ds = new DataTable();
com.Fill(ds);
CrystalReportSource1.ReportDocument.SetDataSource(ds);
CrystalReportViewer1.ReportSource = CrystalReportSource1;
CrystalReportViewer1.DataBind();
}
}
}
Customersrepo.aspx
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”cUSTOMERS repo.aspx.cs” Inherits=”Employee_repo” %>
<%@ Register assembly=”CrystalDecisions.Web, Version=10.5.3700.0, Culture=neutral, PublicKeyToken=692fbea5521e1304″ namespace=”CrystalDecisions.Web” tagprefix=”CR” %>
Untitled Page
Employeedetails.aspx
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”Employee repo.aspx.cs” Inherits=”Employee_repo” %>
<%@ Register assembly=”CrystalDecisions.Web, Version=10.5.3700.0, Culture=neutral, PublicKeyToken=692fbea5521e1304″ namespace=”CrystalDecisions.Web” tagprefix=”CR” %>
Untitled Page
Calldetails.aspx
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”Call repo.aspx.cs” Inherits=”Employee_repo” %>
<%@ Register assembly=”CrystalDecisions.Web, Version=10.5.3700.0, Culture=neutral, PublicKeyToken=692fbea5521e1304″ namespace=”CrystalDecisions.Web” tagprefix=”CR” %>
Untitled Page
6.1 Testing Phase
One of the purposes of the testing is to validate and verify the system. Verification means checking the system to ensure that it is doing what the function is supposed to do and Validation means checking to ensure that system is doing what the user wants it to do.
No program or system design is perfect; communication between the user and the designer is not always complete or clear, and time is usually short. The result is errors and more errors. Theoretically, a newly designed system should have all the pieces in working order, but in reality, each piece works independently. Now is the time to put all the pieces into one system and test it to determine whether it meets the user’s requirements. This is the best chance to detect and correct errors before the system is implemented. The purpose of system testing is to consider all the likely variations to which it will be subjected and then push the system to its limits. If we implement the system without proper testing then it might cause the problems.
1. Communication between the user and the designer.
2. The programmer’s ability to generate a code that reflects
exactly the system specification.
3. The time frame for the design.
Theoretically, a new designed system should have all the pieces in working order, but in reality, each piece works independently. Now is the time to put all the pieces into one system and test it to determine whether it meets the requirements of the user.
The process of system testing and the steps taken to validate and prepare a system for final implementation are:
6.2 Levels Of Testing
The different types of testing are as follows:
1. Unit testing:
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.
2. Integration Testing:
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.
3. 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.
System testing consists of the following steps:
1. Program(s) testing.
2. String testing.
3. System testing.
4. System documentation.
5. User acceptance testing.
4. Field Testing:
This is a special type of testing that may be very important in some projects. Here the system is tested in the actual operational surroundings. The interfaces with other systems and the real world are checked. This type of testing is very rarely used. So far our project is concerned; we haven’t tested our project using the field testing.
5. Acceptance Testing:
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.
Why system testing?
Testing is vital to the success of the system. System testing makes a logical assumption that if all the parts of the system are correct, the goal will be successfully achieved. Inadequate testing results in two types of problems:
1. The time lag between the cause and the appearance of the problem.
2. The effect of system errors on the files and records within the system.
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.
6.3 Test Cases
TEST DATA Specifications for Custmer Care Supportive System user form1
Test Date Programmer name: Custmer Care Supportive System
Tested By: Project ID:
Customer No
@yahoo.com
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 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
6.4 VERIFICATION AND VALIDATION (V&V)
The objectives of verification, validity activities are to assess and improve the quality of the work products generated during development and modification of the software. Quality depends upon the various attributes like correctness, completeness, consistency, reliability, usefulness, usability, efficiency and conformance to standards.
The terms verification and validation are used synonymously. These are defined as under: –
Verification: “Are we building the product right?”
Validation: “Are we building the right product?”
Verification activities include proving, testing, and reviews. Validation is the process of evaluating software at the end of the software development to ensure compliance with the software requirements. Testing is a common method of validation. Clearly, for high reliability we need to perform both activities. Together, they are often called V&V activities.
The major V&V activities for software development are inspection, reviews, and testing (both static and dynamic). The V&V plan identifies the different V&V tasks for the different phases and specifies how these tasks contribute to the project V&V goals. The methods to be used for performing these V&V activities, the responsibilities and milestones for each of these activities, inputs and outputs for each V&V task, and criteria for evaluating the outputs are also specified.
The two major V&V approaches are testing and inspections. Testing is an activity that can be generally performed only on code. It is an important activity and is discussed in detail in a later chapter. Inspection is a more general activity that can be applied to any work product, including code. Many of the V&V tasks are such that for them, an inspection type of activity is the only possible way to perform the tasks (e.g. trace ability and document evaluation). Due to this, inspections play a significant role in verification.
7.1 SYSTEM IMPLEMENTATION MAINTENANCE AND REVIEW
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.
7.2 HARDWARE EVALUATION FACTORS
When we evaluate computer hardware, we should first investigate specific physical and performance characteristics for each hardware component to be acquired. These specific questions must be answered concerning many important factors. These hardware evaluation factors questions are summarized in the below figure.
Notice that there is much more to evaluating hardware than determining the fastest and cheapest computing device. For e.g. the question of possible obsolescence must be addressed by making a technology evaluation. The factor of ergonomics is also very important. Ergonomics is the science and technology that tries to ensure that computers and other technologies are “user-friendly”, that is safe, comfortable and easy to use. Connectivity is another important evaluation factor, since so many computer systems are now interconnected within wide area or local area telecommunications networks.
HARDWARE EVALUATION FACTORS
1) Performance
2) Cost
3) Reliability
4) Availability
5) Compatibility
6) Modularity
7) Technology
8) Ergonomics
9) Connectivity
10) Environmental requirements
11) Software
12) Support
7.3 SOFTWARE EVALUATION FACTORS
Software can be evaluated according to many factors similar to the hardware evaluation. Thus the factors of performance, cost, reliability, compatibility, modularity, technology, ergonomics, and support should be used to evaluate proposed software acquisitions. In addition, however, the software evaluation factors are summarized in below figure. For e.g. some software packages require too much memory capacity and are notoriously slow, hard to use, or poorly documented. They are not a good selection for most end users, even if offered at attractive prices.
SOFTWARE EVALUATION FACTORS:
1. EFFICIENCY: is the software a well-written system of computer instructions that does not use much memory capacity or CPU time?
2. FLEXIBILITY: can it handle its processing assignments easily without major modifications?
3. SECURITY: does it provide control procedures for errors, malfunctions and improper use?
4. LANGUAGE: do our computer programmers and users write it in a programming language that is used?
5. DOCUMENTATION: is the s/w well documented? Does it include helpful user instructions?
6. HARDWARE: does existing hardware have the features required to best use this software?
7. Other characteristics of hardware such as its performance, what about the cost, how much is reliable and etc.
7.4 CONVERSION AND TRAINING
An important aspect of is to make sure that the new design is implemented to establish standards. The term implementation has different meanings, ranging form the conversion of a basic application to a complete replacement of a computer system. Implementation is used here to mean the process of converting a new or revise system into an operational one. Conversion is one aspect of implementation. Conversion means changing form one system to another. The objective is to put the tested system into operation while holding costs, risks, and personnel irritation to a minimum. It involves creating computer-compatible files, training the operation staff, and installing terminal and hardware. A critical aspect of conversion is not disrupting the functioning of the organization.
When a new system is used over and old, existing and running one, there are always compatibility errors. These errors are caused because of the lack of equipment or personnel to work the new system. Running any specified system at an organization does require some or other hardware or, in this case, software requirement as well.
Conversion is one aspect of implementation review & software maintenance.
There are three types of implementation:
1. Implementation of a computer system to replace a manual system. The problems encountered are converting files, training users, creating accurate files and verifying printouts for integrity.
2. Implementation of a new computer system to replace an existing one. This is usually a difficult conversion. If not properly planned there can be many problems. Some large computer systems have taken as long as year to convert.
3. Implementation of a modified application to replace an existing one, using the same computer. This type of conversion is relatively easy to handle, provided there are no major changes in the files.
7.5 TRAINING NEEDS
Training needs refer to the gaining of knowledge required for running the system.
First of all the system is a computer based system therefore the person should have good knowledge about computer and its working.
He should know how to use software’s on the computer.
For a better usage and working of the software the organization should appoint a person who has good knowledge of all the required softwares. The organization gets a person trained through different institutes present in the market. The training should be as per the above requirements.
8. COST ESTIMATION OF THE PROJECT
Cost in a project is due to the requirements for software, hardware, and human resources. Hardware resources are computer time, terminal time and memory required for the project. Software resources include the tools and compilers needed during development. The bulk of cost of software development is due to human resources needed. Cost estimates are determined in terms of person-months (PM).
Total No. Of Persons Involved In This Project:
1. Administrator
2. Senior Programmer
3. Junior Programmers
4. On line Users.
Since this Project will complete in 4 months
COST ESTIMATE: (Salary of Project Manager + Salary of Senior Programmer + 2 * Salary of Junior Programmer) * 2
9. GANTT & PERT CHART
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 April and end after 4 months at the end of July.
System Design
Detailed Design
Coding
Unit Testing
Test Plan
Testing
April. May. June. July.
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.
10. 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 customer’s. 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. CCMS 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)
12. CONCLUSION
This project has been a rewarding experience in more than one way. The entire project work has enlightened us in the following areas.
• We have gained an insight into the working of the Call Center. This represents a typical real world situation
• Our understanding of database design has been strengthened this is because in order to generate the final reports of database, designing has to be properly followed.
• Scheduling a project and adhering to that schedule creates a strong sense of time management.
• Sense of teamwork has developed and confidence of handling real life project has increased to a great extent.
• Initially, there were problem with the validation but with discussions, we were to implement validations.
13. 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