MD Project Report

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SERVICE CALL PROCESSING SYSTEM

INDEX

Topic No. Topic Name Page No.

1.

INTRODUCTION AND OBJECTIVE

1.1 Introduction

1.2 Objectives Of System

2. SYSTEM ANALYSIS

2.1Identification Of Need

2.2Preliminary Investigation

2.3Feasibility Study

2.4Project Planning

2.5Scheduling

2.6Software Requirement Specifications

2.7Software Engineering Paradigm Applied

2.8Data Models

3

3. SYSTEM DESIGN

3.1 Modularization Details

3.2 Database Design

3.3 User Interface Design

4. CODING

4.1 Complete Project Coding

4.2 Standardization Of The Code And Code Efficiency

4.3 Error Handling And Validation Checks

5. TESTING

Testing Techniques And Testing Strategies Used

6. SYSTEM SECURITY MEASURES

7. COST ESTIMATION OF THE PROJECT REPORTS 8. REPORT

9. FUTURE SCOPE AND FURTHER ENHANCEMENT

OF THE PROJECT

10. CONCLUSION

11. BIBLIOGRAPHY

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By

nder the Guidance of

1. INTRODUCTION AND OBJECTIVES OF THE PROJECT

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1.1INTRODUCTION

Service Call Processing Systemwhich can take online complaints of

customer and give service. This system consists of three users Admin,User and Free-user. Admin is a person who will manage the entire

system & conduct all transaction. The system aims to provide a solution

for multiple services needs faced by people in urban as well as rural

areas. In areas where there are inadequate service providers or there is

no knowledge of available service providers, the system provides a unique

solution. The system registers various service providers throughout the

city.

The systems goal is to provide the customers with various categories of

the services they specify and to regulate the transaction and fix the

money charges per call.Service Call Management Systemis a service

based project which provides various services to customers. The system

records information about service calls and depending on the service

category, service call processing is done. The appropriate service provider

is informed and the service is provided. The system should maintain the

service provided information and the fees charged for that call.

1.2 OBJECTIVE

Representing an emerging image of Matoshree Services Service Call

Processing system.

Maintaining information of customers, Service providers and services.

Keeping records of Service calls information.

Allowing customers to get registered online and request for services.

Allowing sorting of various services based on categories.

Keeping records of pay bills for each service provided and their

reports.

PROBLEM DEFINITION:

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Service Call Management System is a service based company

which provides various services to customers. The system records

information about service calls and depending on the service category,

service call processing is done. The appropriate service provider is

informed and the service is provided. The system should maintain the

service provided information and the fees charged for that call.

2. SYSTEM ANALYSIS

2.1 IDENTIFICATION OF NEED

The system aims to provide a solution for multiple services needs faced

by people in urban as well as rural areas. In areas where there are

inadequate service providers or there is no knowledge of available service

providers, the system provides a unique solution. The system registers

various service providers throughout the city.

2.2 PRELIMINARY INVESTIGATION

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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 preliminary investigation involved the following steps:

1. Visit to the Center of the Matoshri Services and Pick Detailed

Information.

2. After having the above study it was found that people having the

various type of Services like.

Education

Health Care and Medical

House Hold

Engineering

Accounting

3. It was also found that there is an inadequate service provider or there

is no knowledge of available service providers, the system provides a

unique solution.

4. The system should maintain the service provided information and the

fees charged for that call.

2.2.1 EXISTING SYSTEM

The existing Service Call Processing system is manual system. Most

important issue is risk of mismanagement. Multiple services needs faced by

people in urban as well as rural areas. In areas where there are inadequate

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service providers or there is no knowledge of available service providers, the

system provides a unique solution. The appropriate service provider is not

informed and the service is not provided.

2.2.2 PROPOSED SYSTEM

The development of the new system contains the following activities,

which try to automate the entire process keeping in view of the database

Integration approach. User friendliness is provided in the website. There is

no risk of data mismanagement at any level while the project development is

under process.

It provides high level of security with different level of authentication.

New system will process accurate results. New system will be much better in

performance as compared to existing one.

The proposed system includes following modules

Basic Module.

Administrator Module.

User Module.

Some of the advantages of proposed System are as follows:-

1. Easy Handling

2. Informative

3. Easy Modification

2.3 FEASIBILITY STUDY

Feasibility study is a test of System proposal according to its

workability, impact on the organization, ability to meet customer needs an

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effective use of creating. The objective of feasibility study is to how to solve

the problem but acquire a sense of its scope. In order to study the feasibility

of Service Call Processing Website, theTELOSmodel, which stands for

Technical, Economic, Legal, Operational and Schedule feasibility was

adopted.

The feasibility study should answer the following questions:

Technical feasibility: Is it a practical proposition? Does the technology

exist to implement the proposed system?

Economic feasibility: Is the system cost-effective? Do benefits

overweigh cost?

Legal feasibility: is there any conflict between proposed system and

legal requirement?

Operational feasibility: Are the current work practices and procedures

adequate to support the new system?

Schedule feasibility: Can the system be developed in time?

Following is the description of each feasibility study done during the

development ofService Call Processing System.

2.3.1Technical Feasibility

Technical feasibility analysis includes the technical resource availability of

the system. The hardware and software available in the system enough for

the proper working of the software going to be developed to implement the

Service Call Processing System, commonly available technologies

/platforms are used and no new technology or platform is required. The

networking is likely to be fairly simple. HenceService Call Processing

Systemproject is technical feasible.

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2.3.2Economic Feasibility

The aspects of mainly verify whether the development is cost-effective. Here,

the cost includes development cost software/hardware cost of maintenance.

In our proposed system, the development cost is optimized. The

maintenance cost of the proposed system will be less compared to present

system. The system can be run in LAN or can be hosted online; this would

thus minimize the expense of separate internet connection. Open source

technology could easily be adapted to further minimize the cost of software.

The client computers would be ordinary PCs connected to the internet which

all the formations already have. Even the server system does not require

higher configuration. A normal client system can be used as server system

by doing some settings. So the new system is economically feasible.

2.3.3 Legal Feasibility

TheService Call Processing Systemfollows all the rules and regulations

governed by the law. Also the system doesnt conflict with legal

requirements. Thus theService Call Processing Systemis legally feasible.

2.3.4Operational Feasibility

The operational feasibility includes the safety and performance provided by

the website. Our Website provides information of available good decision and

if they provide any wrong information then action will be taken immediately

and there will be blocked and registration can be removed from our website

immediately. TheService Call Processing Systemsystem is basically

meant for having all the functions together gathered at one place. Thus

Service Call Processing Systemis operationally feasible.

2.3.5Schedule Feasibility

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Service Call Processing Systemis required to be developed in 5 months

time.Service Call Processing Systemhas been planned in a modular

manner and one module may be developed more or less parallel to another.

Further, object orientation and code-reuse will be adopted during the

development process. It is estimated that about 5 man months will be

required to develop and implement the system, given the technology. Thus, it

is feasible to completeSERVICE CALL PROCESSING SYSTEM as per the

required schedule. Given the feasibility of all aspects of the TELOS model,

SERVICE CALL PROCESSING SYSTEMis found to be a feasible project.

2.4 PROJECT PLANNING

2.4.1 Planning

Website project plan indicates scope of the project, milestones and

deliverables, project estimates, resource allocation, risk management,

scheduling techniques and quality control and standard.

Risk Management Plan

Here are some risks which might occur while developing theSERVICE CALL

PROCESSING SYSTEM.

Time and cost estimates too optimistic.

Unexpected budget cuts.

Unclear roles and responsibilities.

Poor communication resulting in misunderstandings, qualityproblems and rework.

Lack of resource commitment.

The above Risks can be tracked using a simple risk log. Each identified risk

is added to risk log. Then risks are been reviewed on a regular basis, adding

new risks as they occur during the life of the project.

2.4.2 Cost Estimation

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Software Project cost Estimation is a very important aspect of Project

Planning. Project cost management may be defined as management of the

processes involved in planning, estimating, and controlling costs so that the

project can be completed within the approved budget. For estimating the

cost ofSERVICE CALL PROCESSING SYSTEM Function Point Analysis

method can be used.

Function Point Analysis(FPA) is an ISO recognized method to measure the

functional size of an information system. It is independent of the technology

used to implement the system.

Here the unit of measurement is "function points". So, FPA expresses the

functional size of an information system in a number of function points

Function Point Analysis provides a structured technique for problem solving.

Objectives of Function Point Analysis

1. Measure software by quantifying the functionality requested by and

provided to the customer.

2. Measure software development and maintenance independently of

technology used for implementation.

2.4PROJECT SCHEDULING

SCHEDULING: Scheduling of a project can be correlated to prioritizing

various jobs with respect to their cost, time and duration. Project scheduling

in SERVICE CALL PROCESSING SYSTEMhas been done in order to

estimate the expected time to complete the various phases of the project like

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feasibility study, requirement gathering, system analysis, system design,

coding, testing, implementation and maintenance etc.

Visualization tools like PERT (Program Evaluation Review Technique) chart

and Gantt chart have been used to control and administer the various tasks

required to complete a project.

The phases and sub-phases of the tasks those were carried out while

implementing the project is tabulated below:

Table: Phases and sub-phases of SERVICE CALL PROCESSING SYSTEM

Name of the Phase Name of the Sub-Phases

1. PRELIMINARY INVESTIGATION

AND FEASIBILTY STUDY

Identification of Need

Preliminary Investigation

Feasibility Study

2. SYSTEM ANALYSIS

Project Planning and Scheduling

Requirement Analysis

DFD/ERD and other Diagrams

3. SYSTEM DESIGN

Modularization Details

Data Integrity and Constraints

Database and Procedural Design

User Interface Design

4. CODINGProject Coding

Validation and Security Checks

Debugging

5. TESTING Unit Testing

Integrated Testing

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System Testing

6. IMPLEMETATION AND MAINTENANCE

2.5.1 Gantt chart: A Gantt chart is a type ofbar chartthat illustrates

a schedule. It illustrates the start and finish dates of the terminal elements

and summary elements of aproject.

Weeks

Fig. 2.2 Gantt chart

2.5.2 Pert Chart: The Program (or Project) Evaluation and Review

Technique, is a statistical tool, used inproject management, that is designed

to analyze and represent the tasks involved in completing a givenproject.

The PERT chart ofSERVICE CALL PROCESSING SYSTEMconsists of

following phases:

1. Interviewing with the company/institute/college network administrator.

2. Analysis of network and requirements gathering.

3.SERVICE CALL PROCESSING SYSTEMAnalysis.

4. Requirement Documentation.

5.SERVICE CALL PROCESSING SYSTEM Design.

6.SERVICE CALL PROCESSING SYSTEM coding.

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7.SERVICE CALL PROCESSING SYSTEM Implementation.

8.SERVICE CALL PROCESSING SYSTEMTesting.

PERT chart

Fig. 2.3 PERT Chart

2.6 SOFTWARE REQUIREMENT SPECIFICATIONS (SRS)


Prepared By

Course: Master of Computer Application

TABLE OF INDEX

1. INTRODUCTION

1.1 Purpose

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1.2 Product scope

1.3 Document Conventions

1.4 Intended Audience and Reading Suggestions

1.5 Definition, acronyms and abbreviations

1.6 References

2. OVERALL DESCRIPTION

2.2 Product Perspective

2.3 Product Features

2.4 User Classes and Characteristics

2.5 Operating Environment

2.6 User Documentation

2.7 Design and Implementation Constraints

3. EXTERNAL INTERFACE REQUIREMENTS

3.1 User Interfaces

3.2 Hardware Interfaces

3.3 Software Interfaces

3.4 Communication Interface

4. FUNCTIONAL REQUIREMENTS

4.1 Behavioral Requirements

4.2 Installation Plan

5. OTHER NONFUNCTIONAL REQUIREMENTS

5.1 Performance Requirements

5.2 Software Quality Attributes

5.3 Project Documentation

1. Introduction

1.1 Purpose

SRS is basically an organization's understanding (in writing) of a customerssystem requirements and dependencies at a particular point in time prior to

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any actual design or development work .SRS meets IEEE-830 standards and

is exclusive requirements document to be used in development ofSERVICE

CALL PROCESSING SYSTEMby the developers of this system.

1.2 Project Scope

This project is developed for providing solution to various problems of

customers and providing them appropriate solution. The System can be

employed in urban cities as a boon but has limitation in rural areas where

service providing may take time. There is no facility of keeping record of time

within service provided and the measure of quality of the service provided.

The customer response for the service provided is not recorded.

1.3 Document Conventions

This document is written in general English like language. Some figures are

used for displaying input/output formats.

1.4 Intended Audience and Reading Suggestions

Developers, Project Managers, Users like Customer, college faculties,

Network admin, students, testers, and documentation writers are the

different types of readers that theSERVICE CALL PROCESSING SYSTEM

is intended to use.

1.5 Definition, acronyms and abbreviations

This section contains a list of definitions for words, acronyms and

abbreviations used in the document.

Abbreviations:

IEEE - The Institute of Electronic and Electrical Engineers.

DFD - Data Flow Diagram

SRS - Software Requirement Specification.

PERT - Program Evaluation and Review Technique

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SQL - Structured query Language

ERD - Entity Relationship Diagram

LAN - Local Area Network

Definitions:

SERVICE CALL PROCESSING SYSTEM Database- This database contains

8 tables which stores the required information needed by theSERVICE

CALL PROCESSING SYSTEM.

Server- is a computer program running to serve the requests of other

programs.

Client- A client is an application or system that accesses a service made

available by a server.

End user- An end user is the person who uses a product, i.e. the consumer.

Administrator- the administrator is the one, who has all the privileges of

SERVICE CALL PROCESSING SYSTEM. This includes creating new users,

deleting existing users, approving the content that is displayed etc.

Network admin- A network admin or administrator is a person responsible

for the maintenance of computer hardware and software that comprises a

computer network.

Gantt chart- it is a type of bar chart that illustrates a schedule and

illustrates the start and finish dates of the terminal elements and summary

elements of a project.

Web Site- A place on the World Wide Web.

1.6 References

We can get references for this SRS from the below mentioned website.

1.http://en.wikipedia.org/wiki/Software_requirements_specification

2.www.upedu.org/templates/cs/REQ/upedu_ex_srs.pdf.

3.www.cloudbus.org/libra/doc/libra_srs.doc

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For more information, the brief study of network is done and the

same information is used to prepare this SRS. For subsequent information,

interview with IT professionals and students was conducted and their

requirements were also analyzed.

2. Overall Description

2.1 Product Perspective

This project is a new, self contained product. This SRS defines a component

of large system. As any college or an organization is a quite a big

organization, it should depict the whole system behavior. The program will

run on a 3 tier client/Server architecture, which means, we have 3 tiers (i.e.

Client, Server and Database Server) for execution of the system. Client can

also be called as a browser through which the user interacts with the

system, Server is the system which runs our dynamic script and all the data

related to project is saved on Database server which runs a RDBMS

program.

2.2 Product Features

The major features that this project exhibits are represented in this Data

Flow Diagram

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Fig.2.4 Data Flow Diagram Representing Product Features

2.3 User Classes and Characteristics

This system will be basically used by Service Provider who wants to make

Services from others who are available on city. The system will be also used

by the customers who are pursuing their life in the stream of information

technology so that they can get connected to the information that is directly

shared by the ones who are having service complaint.

2.4 Operating Environment

This System requires a Windows platform like any one of WIN XP or WIN 7

and also contains the SQL SERVER which works as the backend of the

system and ASP.NET, C# also used as front End.

2.5 User Documentation

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An instruction manual will be provided to help End User. Along with this,

proper error messages are also provided while using the system.

2.6 Design and Implementation Constraints

The user has to register for the web application. The users of the

system have to remember his username and password and use the

same before each login. Until the user logs in, he is not able to access

all the rights but he can be a inactive user for the web application and

can only view the content but cannot interact with it.

The administrator works as a moderator and has the privileges more

than the registered user.

3. External Interface Requirements

The interface requirements include:-

Easy to follow interfaces by a mouse click.

Generally inputs are character types, numbers and date type.

Graphics images are used to give a good look to this Website.

Generally submit buttons are used to submit forms, but usually

caption of buttons represents their own functions.

Error messages are displayed whenever required.

3.1 User interface

We have used Textbox / radio buttons / drop down lists i.e. select list / text

area for accepting data. The input data are then stored in the database.

3.2 Hardware Interfaces

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Raw data inserted into the system are permanently stored in tables; hence

processor having free space will be useful for faster storage and retrieval of

data.

HARDWARE REQUIREMENT

Hardware specification

Processor : PIV 2.8 GHz Processor and Above

RAM : RAM 512MB and Above

Hard Disk : 20 GB Hard Disk Space and Above

Monitor : 15 Color monitor

Key Board : 122 Keys

3.3 Software Interfaces

This software is operated in a WINDOWS 7 environment. We need to install

Visual Studio2008 software on it to make the local system work as a server a

run our server side scripting language.

Following are the software requirements of theSERVICE CALL

PROCESSINGsystem:

SOFTWARE REQUIREMENTS :

Front End :ASP. Net (Frame work Version 3.5) With c#.

Back End:SQL Server 2005.

Application Server:Internet Information Services.

Web Browser :Internet Explorer. (I.E)

Operating System :Microsoft Windows XP and above

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Front End:

DOT NET:

.NET is framework an API for programming on the windows platform.

Along with the .NET, VB is a language that has been designed from scratch

to work with .NET as well as to take advantage of all the progress in

developer environments and in our understanding of objects oriented

programming principles that have taken place over the past 20 years.

We should make it clear that backward compatibility has not been lost

in the process. Existing programs will continue to work, and .NET was

designed with the ability to work with existing software. Presently,

communication between software components on windows almost entirely

takes place using COM. Taking account of this; .NET does have the ability to

provide wrappers around existing COM components.

Advantages of .NET:

1) Object-Oriented Programming: -

Both the .NET Framework and VB are entirely based on object-

oriented principles right from the start.

2) Good Design: -

A base class library, which is designed from the ground up in a

highly intuitive way.

3) Language Independence:-

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With .NET all of the languages Visual Basic .NET, C#, J#, and

managed C++ compiled to a common Intermediate Language. This

means that languages are Interoperable in a way that has not been

seen before.

4) Better Support for Dynamic Web Pages: -

While ASP offered a lot of flexibility, it was also inefficient

because of its use of Interpreted scripting languages, and the lack of

object-oriented design often resulted in messy ASP code .NET offers

an integrated support for web pages.

5) Efficient Data Access: -

A set of .NET components, collectively known as ADO.NET,

provides access to relational databases and a variety of data sources.

6) Code Sharing: -

.NET has completely revamped the way that code is shared

between applications, introducing the concept of the assembly, which

replaces the traditional DLL. Assemblies have formal facilities for

versioning and different versions of assemblies can exist side by side.

7) Improved Security: -

Each assembly can also contain built-in security information.

8) Zero Impact Installation: -

There are two types of assembly: shared and private. Shared

assemblies are common libraries available to all software. Private

assemblies are intended only for use with particular software.

9) Support for Web Services: -

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.NET has fully integrated support for developing Web services as

easily as youd develop any other type of application.

10) Visual Studio 2008:-

.NET comes with a developer environment, Visual Studio 2008,

which can cope equally well with C++, C#, J#, and Visual Basic 2008

as well as with ASP.NET code. Visual Studio 2008 integrates all the

best features of the respective language- specific environments of

visual Studio.NET 2005 and Visual Studio 6.

The .NET Framework can be hosted by unmanaged components that

load the common language runtime into their processes and initiate the

execution of managed code, thereby creating a software environment that

can exploit both managed and unmanaged features. The .NET Framework

not only provides several runtime hosts, but also supports the development

of third-party runtime hosts.

Internet Explorer is an example of an unmanaged application that

hosts the runtime (in the form of a MIME type extension). Using Internet

Explorer to host the runtime enables you to embed managed components or

Windows Forms controls in HTML documents. Hosting the runtime in this

way makes managed mobile code (similar to Microsoft ActiveX controls)

possible, but with significant improvements that only managed code can

offer, such as semi-trusted execution and secure isolated file storage.

ADO.NET:

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ADO.NET is a large set of .NET classes that enable us to retrieve and

manipulate data and update data. As an Integral part of the .NET

framework, it shares many of its features:

Features such as multi-language support, garbage collection, just-in-

time compilation, object-oriented design and dynamic caching, and is far

more than an upgrade of previous versions of ADO.

ADO.NET is set to become a core component of any data-driven .NET

application or Web Service, and understanding its power will be essential to

anyone wishing to utilize .NET data support to maximum effect.

4.2 Back End:

SQL SERVER:

A database management, or DBMS, gives the user access to their data

and helps them transform the data into information. Such database

management systems include dBase, paradox, IMS, SQL Server and SQL

Server. These systems allow users to create, update and extract information

from their database.

Microsoft SQL Server 2005 Express Edition is a client database

platform modeled after Microsoft SQL Server 2005. It provides simplicity of

use and Integration with Microsoft Visual Studio 2005. This section provides

information on how to use SQL Server Express to create your business

Intelligence solutions.

To manage Microsoft SQL Server 2005 Express Edition (SQL Server

Express) database, you must use both Transact-SQL and stored procedures.

Its characteristics features are simplicity of use, robust client database, and

Integration with Microsoft Visual Studio 2005.

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Thus we can use SQL Server Express efficiently as backend tool; we

can manage all information within single database file.

Features of SQL SERVER:

1.One of SQL's greatest benefits is it is truly a cross-platform language

and a cross-product language.

2.It is the common thread that runs throughout client/server

application development is the use client/server computing of SQL and

relational databases.

3.SQL SERVER 2005 can handle huge volume of database.

4.SQL SERVER 2005 provides good security.

3.4 Communication Interface

The system can be accessed over web Browser or through a Web hosting

server with the use of a domain name. For Clients to access the application

server the network should be running TCP/IP protocol.

4. Functional Requirements

In functional requirement, the description of the each function required to

solve a problem is presented. Functional requirements may be calculations,

technical details, data manipulation and processing and other specific

functionality that define what a system is supposed to accomplish.

Functional requirements are supported by nonfunctional requirements (also

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known as quality requirements), which impose constraints on the design or

implementation.

4.1 Behavioral Requirements

Server End

The server-end user is someone who monitors client by moderating what

interaction the user is doing with the web application. The web application

works as the server end of the system. This moderation task is done by the

administrator.

Client End

The client end user is someone who interested in using the system for any of

the services. The clients interactions will be kept track by the administrator

at the server side.

4.2 Installation Plan

Following figure shows the overall architecture of theSERVICE CALL

PROCESSING SYSTEM.

Fig.2.4 SERVICE CALL PROCESSING SYSTEM ArchitectureIn theSERVICE CALL PROCESSING SYSTEMthrough server is connected

to many clients through a local area network. The database is resided in the

server machine along with the web application, i.e.SERVICE CALL

PROCESSING SYSTEM.

The functional requirements are as follows

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1. The SERVICE CALL PROCESSING SYSTEM is a web portal which will

basically used by following users:

IT professionals

Customer

Business men/teachers/all type of employee

Administrator

2. Registration process with necessary details should be provided for the

user.

3. The secure login authentication process should be implemented wherever

necessary.

4. The user should be able do a complaint on the message board under a

particular category.

6. The Admin should be provided with a panel to manage the activities of the

web portal.

7. Admin panel provided should facilitate for moderator who will approve

Add categories, Services, Providers and also to create the categories related

Information.

5. Other Nonfunctional Requirements

5.1 Performance requirements

The language used for this software is very secure and easy to handle, the

user only has to register for the web application and remember the

username and password which has to be used to have access to the web

application. Hence the performance of this software can be categorized as

good. Also the product is a client/Server application, so there should be

quick response between clients and server.

5.2 Software quality attributes

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Adaptability, availability, correctness, maintainability, portability, reliability,

reusability, robustness, and usability are the qualities that our software

possesses.

5.3 Security

Only the administrator should have all the administrative privileges such as

policy information & forms Also, administrator should have all the privileges

to monitor the user of the system.

5.4 Project documentation

This project is documented using A4 size papers with BOOKMAN OLD

STYLE font and we have used simple English language which will be helpful

for the users to study and understand.

2.7 SOFTWARE ENGINEERING PARADIGM APPLIED

TheSERVICE CALL PROCESSING SYSTEM project has undergone

following stages of development in its SDLC i.e. Software Development Life

Cycle. Software Engineering is the establishment and use of sound

engineering principles in order to obtain economically software that is both

reliable and works efficiently on real systems.

To develop this system the WaterFall Model is used, which states that

the phases are organized in a linear order. First of all the feasibility study is

done. Once that part is over the requirement analysis and project planning

begins. If system exists once the modification and addition of new module is

needed, analysis of present system can be used as basic model

Thewaterfall modelis 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.

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The unmodified "waterfall model, Progress flows from the top to the

bottom, like a waterfall.

Fig 2.6 Waterfall Model

The model followed in the development ofSERVICE CALL PROCESSING

SYSTEM is a modified version of waterfall model with feedback loops from

every stage to the preceding stages. In the various stages of development as

per the above model, the following operations were carried out.

1. Feasibility Study and Preliminary Investigation

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Feasibility Study

and Preliminary

Investigation

System Analysis

Testing

Implementation

and

Maintenance

System Design

Coding


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Here, in this stage, the requirements which the software is going to satisfy

are listed and detailed. For this purpose interview with insurance firm

professionals and faculties/agents of the company was conducted. And also

during the preliminary investigation, visits were made to organizations to

study the need. Feasibility study of theSERVICE CALL PROCESSING

SYSTEMproject was made using the TELOS model to find out the Technical

feasibility, Economic feasibility, Legal feasibility, Operational feasibility, and

Schedule feasibility.

2. System Analysis

At the system analysis phase, first the detailed requirements ofSERVICE

CALL PROCESSING SYSTEMwere worked out. These included the external

interface requirements, input and output formats, hardware and software

requirements, logical database requirements and data dictionary, various

constraints, functional and non functional requirements. At the end of the

requirement gathering, a software requirement specification (SRS) document

was created s per IEEE 830 recommendations.

Next with reference to the requirements gathered the project planning

including cost, effort and budget estimates were made , the scheduling was

done using PERT and Gantt charts, the software to be applied in

development ofSERVICE CALL PROCESSING SYSTEMwas worked out and

detailed data flow diagram and entity relationship diagrams were created.

3. System design

At the system design phase, the modules ofSERVICE CALL PROCESSING

SYSTEMwere determined and logical relationships were worked out.

Following this, the database design was undertaken and the underlying

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tables, attributes, constraints, keys, attribute types etc, were also

determined. At the procedural design phase, the algorithm ofSERVICE

CALL PROCESSING SYSTEMwithin the modules and inter- module logical

design was completed. The design of user interface was undertaken after

this. During this process, the design of input forms, menus, reports,

outputs, error messages and other visual elements were conceived.

4. Coding

The actual coding of SERVICE CALL PROCESSING SYSTEMwas

undertaken in this stage. The coding was done module-wise as the modules

were more or less independent of each other. After the coding for all modules

were completed, the actual feedback variables were used to revise the

modules, and completed the coding. After the preliminary coding was

completed, efforts were made to include extensive error checking and

validation checks in critical places of the code and comments and

descriptions were added.

5. Testing

TheSERVICE CALL PROCESSING SYSTEMwas subjected to extensive

testing using the unit testing, integration testing and system testing

approach. Elaborate test cases were designed for each phase before the

testing. During the unit testing phase, the text boxes, combo/drop down

menus, buttons were tested. During the integration testing, the inter-

operability of the modules was tested and specifically it was tried to

ascertain whether data generated in one phase/module were available in the

next module. In the system testing phase, the system was tested as a whole

to find out whether all the functional requirements ofSERVICE CALL

PROCESSING SYSTEMas mentioned in the SRS were satisfied.

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6. Implementation and maintenance

The implementation was made at the end of development. Also we need to

provide the client with some support regarding the software we have

developed.During the maintenance phase the maintenance activities are

done for the deployed software.Maintenance and management is needed to

ensure that the system will continue to perform as desired.

2.8 DATA MODELS

A data model in software engineering is an abstract model that documents

and organizes the business data for communication between team members

and is used as a plan for developing applications, specifically how data is

stored and accessed. Data models provide a structure for data used within

information systems by providing specific definition and format. A data

model explicitly determines the structure of data or structured data.

There are different data modeling techniques used to understand how the

data is stored in the system and how it is accessed. They are:

2.8.1 DFD

A data flow diagram (DFD) is a graphical representation of the "flow" of data

through an information system, modeling its process aspects. It is a

modeling technique for analyzing and constructing information processes. It

illustrates how data is processed by a system in terms of inputs and

outputs.

Following are the notations used in a Data Flow Diagram.

Table 2.2 DFD Notations

SYMBOL MEANING

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PROCESS

INPUT/OUTPUT

DATASTORE

DATAFLOW

2.8.1.1 Context diagram: The top level diagram often called as context

diagram it contains single process but it plays important role in studying

the current system. Input -Process-Output.

Login Information:

2.8.1.2 Data Flow Diagram:Zero Level DFD:

CONTEXT LEVEL !

Page 33

SERVICE

CALL

PROCESSING

"e#$%&e

S'$&e(

)$e* )$e*

+A,(%-

RE/)IRE SERVICEPROVIE SERVICEPAY SERVICEPROVIE SERVICEPROVIE CALLACCEPT RE/)ESTRE/)EST !OR REGISTRATIONREGISTRATION O! SERVICE

ETAILS O! SERVICE PROVIER AN

C)STOMERSGENERATE AN GIVERECEIVE ILLPROVIE ILLPROVIE ILLPROVIE SERVICERE/)EST !OR SERVICE

GIVE SERVICE

EN/)ERY !OR SERVICE

ACCEPT RE/)ESTRE/)EST !OR

SERVICE

CALL

PROCESSI

NG

SYSTEM

CUSTOMER SERVICE

MANAGER MANAGER0.


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2.8.1.3 Level-1 DFD :-

The next stage is to create the Level 1 Data Flow Diagram. This highlights

the main functions carried out by the system. It describes the following:

Shows all the processes that comprise a single process on the level 0

diagram.

Shows how information moves from and to each of these processes.

Shows in more detail the content of higher level process.

Following is the level 1 DFD for Service Call Processing System.

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Page 35


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1ST

LEVEL DFD

Page 36

C(a%-& S&%-

P*%,e* Se*. P*,.

C$&(e* C(a%-&$

Se*%e$ I-.

P*%,e

C(a%-& Ca

P*%,e $e*%e

Ree$& * $e*%e

Re%*e(e-& $e*%e

Reg%$&e*

P*%,e* I-

T'e$ Se*%e$T'e$ Se*%e$

C$&(e* Reg%$&e* I-

Se*%e *%,e* %-

C$&(e* E-%*' %-

CATEGORY MASTER

P*%,e I-*(a&%-

E-%*' !* Se*%e$

Ree$& !*

Ae&

EN/)ERY

1.0

C)STOMER

REGISTRATIO

ON

2.0

SERVICE

PROVIER

REGISTRATIO

ON

4.0

SERVICES

3.0

COMPLAINT

PROCESSING

5.0

C)STOMER

SERVICE CALL

SERVICE CALL

C)STOMER

SERVICE PROVIER

SERVICES MASTER

SERVICES

SERVICE

Ree$& !*

Ae&

COMPLAINTS

SERVICE TO

COMPLAINT SOL)TION

A


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2.8.2.3 Class Diagram:-

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2.8.3 ERD

An ERD is a model that identifies the concepts or entities that exist in a

system and the relationships between those entities.Entity Relationship

Diagrams (ERDs)illustrate the logical structure of databases.

Entity Relationship Diagrams (ERDs) illustrate the logical structure of

databases.

There are three basic elements in ER models:

Entities are the "things" about which we seek information.

Attributes are the data we collect about the entities.

Relationships provide the structure needed to draw information from

multiple entities.

Following are the notations used in ER diagram.

Table 2.3 ERD Notations

SYMBOL MEANING

ENTITY

RELATIONSHIP

ATTRIBUTE

KEY ATTRIBUTE

DERIVED

ATTRIBUTE

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;


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CARDINALITY

MULTIVALUE

ATTRIBUTE

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ER Diagram:

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3 SYSTEM DESIGN

System design is one of the very important phases of System

Development Life Cycle. It is the process of defining the architecture,

components, modules, interfaces, and data for a system to satisfy specified

requirements. In theSERVICE CALL PROCESSING SYSTEM development

life cycle at the system design phase, the modules ofSERVICE CALL

PROCESSING SYSTEMwere determined and their logical relationships were

worked out. Following this, the database design was undertaken and the

underlying tables, attributes, constraints, keys, attribute types etc. were alsodetermined. At the procedural design stage, the algorithm ofSERVICE

CALL PROCESSING SYSTEMwithin the, modules and inter-module logical

design was completed.

The design user interfaces was undertaken after this. During this process,

the design of input form, menus, reports, outputs, error messages and other

visual elements were conceived.

3.1 MODULARIZATION DETAILS

TheSERVICE CALL PROCESSING SYSTEM has four distinct modules

which are described below:

Basic Module.

Administrator Module.

User Module.

3.2. MODULES TO BE DEVELOPED

Basic Module:

Every lay user or who searches the website are having this module

information. The basic Module gives the information about the services

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which are used daily. The Services are Education, Engineering, Retail,

Health-Care, House-Hold and many more.

User Module:

Every user will be given a username and password by the administrator,

using which should log-in the System to register the complaint.Ifusername

andpasswordis not provided or if the password is wrong then the user is

not allowed to proceed.

Administrator Module:

In this module the administrator has a privilege to create the category,

Services, Service provider, update and delete also, the administrator can

also view the reports of all details to see the customer who have made the

complaints.

3.3 DATABASE DESIGN

TheSERVICE CALL PROCESSING SYSTEM project database consists

of tables. Appropriate primary keys, foreign keys have been set up in the

database. The various tables in the database are described below:

This Software requires a windows platform like any one of WIN98/WIN

2000/ WIN XP .It needs VB.NET as front end and SQL SERVER back end.

3.3.1 Design and Implementation Constraints

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The users of the system have to remember his username and

password and use the same before each login. Until the user logs in he

cant get the details.

The data base of the table fields are not kept null. Because every field

constraints are not null.

DATABASE STRUCTURE

Table Name:CategoryMaster

Description of Table :This Table Stores the Information of the Service Categories.

Sr. No. Column Name Data type Length Description

1 CtID (PK) Numeric 9 Primary key for Category.

2 CtName Varchar 50This field gives information about

Category Name.

Table Name:ServicesMaster

Description of Table :This Table Stores the Information of the Services provided.


1 SrID (PK) Numeric 9 Primary key for Services.

2 SrName Varchar 50This field gives information about

Service Name.

3

CtID

(ref:

CategoryMaster)

Numeric 9

This field references CtID in

Category Master.

4 Charges Numeric 9This field gives information about

Charges of service.

5 UserID Numeric 9This field references UserID in

UserMaster.

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Table Name:ServiceProviderMaster

Description of Table :This Table Stores the Information of the Service Providers.


1 SrpID (PK) Numeric 9 Primary key for ServiceProviders.

2 SrpName Varchar 100 This field gives information aboutService Provider Name.

3 SrpAddress Varchar 200This field gives information about

Service Providers Address.

4 SrpPhone1 Varchar 15This field gives information about

Phone number 1.

5 SrpPhone2 Varchar 10This field gives information about

Phone number 2.

6

CtID

(ref:

CategoryMaster)

Numeric 9

This field references CtID in

Category Master.

7 SrID(ref: ServiceMaster)

Numeric 9 This field references SrID in ServiceMaster.


UserMaster.

Table Name:CustomerMaster

Description of Table :This Table Stores the Information of the Customers


1 CutID Numeric 9 Primary key for Customer.

2 CustName Varchar 100This field gives information about

Customer Name.

3 CustAddress Varchar 200This field gives information about

Customer Address.

4 CustMbNo Varchar 10This field gives information about

Customers Mobile number 1.

5 CustPhNo Varchar 15This field gives information about

Customers Phone number 2.


UserMaster.

Table Name:Complaints

Description of Table :This Table Stores the Information of the Complaints of the

Customers.


1 CompID Numeric 9 Primary key for Customer.

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2 CompDate DateTime 8This field gives information about

Complaint Date.

3 CompTime Varchar 5This field gives information about

Complaint Time.

4

CustID

(ref:CustomerMaster)

Numeric 9

This field references CustID in

CustomerMaster.

5SrID

(ref: ServiceMaster)Numeric 9

This field references SrID in

ServiceMaster.

6 Stat Varchar 15This field gives the status of the

complaint


UserMaster.

Table Name:ServiceToComplaint

Description of Table :This Table Stores the Information of the Provided Service

providers to Complaints of the Customers.


1 STCID Numeric 9Primary key for

ServiceToComplaint.

2 STCDate DateTime 8

This field gives information about

Date of Service Provided for

Complaint.

3 STCTime Varchar 5


Time of Service Provided for

Complaint..

4CompID

(ref: Complaints)Numeric 9

This field references CompID in

Complaints.

5SrpID


This field references SrpID in

ServiceProviderMaster.


UserMaster.

Table Name:ComplaintSolution

Description of Table :This Table Stores the Information of the Solution for the

Complaints of the Customers.


1 SolID Numeric 9Primary key for

SolutionToComplaint.

2 SolDate DateTime 8


Date of Solution Date for the

Complaint.

3CompID



Complaint.

4

STCID

(ref:

ServiceToComplaints)

Numeric 9

This field references STCID in

ServiceToComplaints.

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5 Problem Varchar 200This field gives information about

the problem.

6 Solution Varchar 200This field gives information about

the problem solution.

7 Charges Numeric 9


the charges taken for the servicegiven.


UserMaster.

Table Name:ServiceCallMaster

Description of Table :This Table Stores the Information of the Telephonic Enquiries.


1 CallID Numeric 9 Primary key for Customer.

2 CallDate DateTime 8 This field gives information aboutCustomer Name.

3 CallTime Varchar 5This field gives information about

Customer Address.

4EnqName

(ref: CustomerMaster)Varchar 100

This field references CustID in

CustomerMaster.

5SrID



ServiceMaster.

6 Stat Varchar 15This field gives the status of the

complaint

7 UserID Numeric 9

This field references UserID in

UserMaster.

Table Name:ServiceCallDetails

Description of Table :This Table Stores the Information of the Telephonic Enquiries & Provides

the Service Providers information.


1 CallID Numeric 9 Primary key for Customer.

2

SrpID

(ref:

ServiceProviderMaster)

Numeric 9



Table Name:Receipt

Description of Table :This Table Stores the Information of the Charges received after the

solution of the complaints.


1 RctID Numeric 9 Primary key for Receipt.

2 RctDate DateTime 8 This field gives information about

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Date of Receipt.

3

SolID

(ref:

ComplaintSolution)

Numeric 9

This field references SolID in

ComplaintSolution.

4

SrID

(ref: ServicesMaster) Numeric 9


ServicesMaster.

5 SrTax Numeric 9(18,2)This field gives information about

Service Tax.

6 Other Numeric 9(18,2)This field gives information about

Other Charges.


UserMaster.

Table Name:Payments

Description of Table :This Table Stores the Information of the Service Charges given to

Service Providers.

Sr. No. Column NameData

typeLength Description

1 PayID Numeric 9 Primary key for Payment.

2 PayDate DateTime 8This field gives information about

Date of Payment to Service Provider.

3CompID



Complaints.

4

SrpID

(ref:

ServiceProviderMaster)

Numeric 9



5 Charges Numeric 9This field gives information about

Charges Paid to Service Provider.


UserMaster.

Table Name:UserMaster

Description of Table :This Table Stores the Information of the Users of the software.

Sr. No. Column Name Datatype

Length Description

1 UserID Numeric 9 Primary key for User.

2 UserName Varchar 15This field gives information about

Users Name.

3 Password Varchar 15This field gives information about

Password

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3.4 USER INTERFACE DESIGN

User interface design plays an important role in development of the

system. The goal of user interface design is to make the user's interaction as

simple and efficient as possible, in terms of accomplishing user goals.

Screen for Basic Website

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Various Services:

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Service Introduction:

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Register Form;-

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Login to Website:-

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User Home:-

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Services List:-

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Service Provider List:-

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Send Complaint:-

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Chec !o"r Service Stat"s:-

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