Cdr Project Feature Issue List-tks-V1 5

CDR PROJECT – LIST OF ISSUES RAISED BY SSAs & COMMENTS THEREOF

FEATURE RELATED ISSUES

Ver 1.5 Date. 27-Apr-10

Note. CDR Implementation consists of two projects: Project 1- SE involves South and East zone Circles and Project 2-NW involves North and west zone Circles. Although the Software used in Project 1 and Project 2 are not the same, functionalities are planned to be same.

Raised by CRM REMARK and PRIORITYOR01MP27KA21TN15

UDAANUDAAN has been implemented in several non-CDR SSA of Orissa which includes Cuttack, Sambalpur and Balasore. As ascertained from TCS, Udaan has not yet been incorporated in CDR Platform. Since the facilities has already been started in non-CDR SSA it would invite public resentment if the SSA are migrated to CDR without UDAN.

In UDAAN software leading closing is not reflected due to CDR modification

There is Continuous monitoring of progress of Project Udaan but no report or monitoring feature is available in CDR system

TOP24-4: Developed in NW. To be deployed.

1. As an interim measure UDAAN integration with CDR system has been done through Reports. Procedure is as follows: a) Leads created in WINGS system and assigned to sales team. b) Orders shall be created in CDR system by the sales team. This order number shall be entered manually in “WINGS”. c) WINGS application at ITPC Pune shall get the order details from CDR system on separate DB Links (With Read only permission from CDR system) from the 4 CDR data centers. d) Thereafter WINGS team will generate the desired reports. 2. Ultimately, in the next two months time UDAAN like facilities shall be available from the CRM of CDR system and thereafter UDAAN system shall not be required in CDR SSAs. SI of CDR project has submitted the solution document in this regards to the office of CGM ITPC. ITPC is currently examining the solution document and give a go ahead to SI for configuration in the CDR system accordingly.

Refer to letter from CFA IT BSNL CO on 25th March'10.Validation completed in NW, pushed to production. Nomination of Sales officers from SSA is pending

OR02 T-PINIssues like generation of T-pin, Non-Booking of faults for Broadband PT customer, design of smaller size

MEDIUM24-3: Policy finalized and approved. To be developed.As regards to T-Pin implementation,

CDR PROJECT-FEATURE_ISSUE List-TKS-V1_5.doc

receipts, non-differntiation of disconnected and shift customers etc.

Genaration of T-PIN. In absence of T-PIN the requests lading at call center for works like change of plan is taking days to materialize whereas it would be solved in minutes when T-PIN is provided.

uniform guidelines are yet to be issued from CS cell of Corproate Office. TPIN shall be implemented on PAN-India basis after complete CDR Rollout.

Non-booking of faults for Broadband PT customers issue is resolved.

Payment receipt format and size is standardised from Corporate office.

Differentitation of disconnected and shift customers can be done by checking the orders. These will have different order types-order subtype combinations. (Order type Value: Shift for Shift disconnect and Disconnect for order subtype; and Order type value Disconnect and subtype Disconnect for normal disconnect)

OR06 Order type for Disc.(deleted)and shifting Disc. Is same. Hence not able to identifiy how many fresh deletion orders are there and how many shifting Disc. Ordrs are there.

RESOLVED as below:Order types for Shift - Disconnection and Normal Disconnection are different. For Shift: Order Type = "Shift", Ordersubtype = "Disconnect". For LL Disconnection, Order type = "Disconnect", Order subtype = "Disconnect"

MP34 RCLVO

If for shifting , Disconnection order is completed and reconnection order is cancelled by field unit and subsequently by commercial officer then there is no way to regenerate same shift order. If we issue reconnection order then it generate demand note of ARD and also reach to outdoor staff as new connection asking him to provide new extra instrument. Also same number is not available for that customer as number is not visible in vacant phone number list. Also if customer is having Broadband connection then BB reconnection order is not possible at all. Same is the case of reconnection after voluntary closure (Equivalent of RCLVO of DOTSOFT).

Number release from Quarantine is implemented in NW. Cancellation procedure on Shift cases is streamlinedShift cases associated with BB are also streamlined


SHIFT ON OUTDOOR FEASIBILTY SE available.Implemented in NW. Outdoor feasibility task appears before Disconnection for shift of old numer

OR20 SHIFT-CENTREX

How to carry out shifting centrex no.

SE available. NW by 10-may (TCS 15-4 ltr)Presently CENTREX shift with in exchange (MSU) does not leads to Centrex facility disconnection.

Centrex shift within exchange (MSU and loosely coupled RSU) will be managed without centrex facility disconnection. In tightly coupled RSU CENTREX facility will always have to be disconnected. This amendment is scheduled in the month of May'10.

OR21 SULABH

Modification in local special package is not allowing e.g.for e-Governance sulabh to outgoing provision is not coming .

RESOLVEDThis is a plan reconfiguration request. Any plan/package/tarriff configuration changes can be handled by the O&M team through the SM CR process. This is not to be handled by the end users themselves.

ITPC has confirmed that the issue is resolved as below:There is a separate plan configured for Sulabh with OG Facility

OR22

MP32

RCLNP

RCLNP showing as new telephone connection.

There is no procedure for shift with nonpayment reconnection (Equivalent to RCLNP of DOTSOFT). [ In state government if one officer is transferred then nobody cares to make payment and number gets disconnected due to nonpayment. When new officer joins he get the payment done and immediately want shifting at his residence]

Solution implemneted in South and East. To be deployed in North-West by 30th April'10.Number release from quarantine is implemented in NW

OR23 ADDRESS CHANGE ON SHIFT

Installation address change w/o physical shifting is not able to comply(modification slightly change in

PENDING IN NWSolution implemneted in South and East. To be deployed in North-West by 30th April'10.Address change request from Clarity is implemented in NW


address is not allowing)

OR25 WETTU

For North east employee rent free service plan "WETTU" for their family is not in CDR.

RESOLVEDAs per ITPC, issue resolved.

OR26 24)While making entry, it is not allowing for "BB availability" as YES for P3 non CDR customers.

RESOLVEDAs per ITPC, issue resolved.

JK02 WAITING LIST

The waiting list provided in CDR system is available exchange wise and is in random order i.e., it is not sorted.We wish to have the Waiting List listed in chronological order i.e, oldest pendency at the top & ending with the recent pendency at the bottom exchange wise so that we can look into and take necessary action to clear old waiting list.

PENDINGWaitlist can be sorted out in chronological order.

Solution is being re-checked.

JK04 SHIFT-INTER EXCH

Inter-exchange shift of wire line telephone connection:

CLOSEDNo change required.

JK06

MP33MP42

USAGE CODE

Usage Code modification issue :

There is no way to change usage code from business/Office to residence and vice versa. This is required for providing home specific Broadband plan to customer.

In CRM not able to change customer type from business to residence

PENDINGCSR can change the plan however, this change is not reflected in CRM. Usage code change is not reflected in CRM (Assets)

JK10 INSTRUMENT TYPE

Type of Instruments available with customer:- At the time of migration of the data of customer from Dotsoft to CDR system, the type of instrument

This problem is coming as correct data is not being provided by SSA at the time of migration. In case as per data provided by the SSA at the time of migration to CDR system, if the customer is already having CLIP phone, then how the order for


available with the customer has been shown as CLIP instrument in place of the one available in Dotsoft system. In Dotsoft system, we were issuing work order for change of instrument based on request/availability of CLIP telephones. After migration, when we tried to generate service order for change of instrument to CLIP telephone, the system responds as CLIP telephone already available. The data of type of instrument available in CDR system should be as given in Dotsoft dump to M/s. TCS.

providing CLIP phones to such customers shall be issued by the CDR system.

Correct Data has to be given by the SSA to ITPC. However individual cases to be handled through SM docket.

FREE PHONE CLOSEDAvailable in SE and NW

JK12 SHIFT-URBAN-RURAL

Shift from urban to rural exchange and vice versa: It is observed that when we enter the request received for shift of telephone connection from urban to rural area in CDR system, the system gives ‘installation type mismatch’ error in place of issue of work order. The work process in system need be modified suitably so that this type of shift work orders can be issued and complied.

Shifting of a connection from rural to urban area and vice-versa is not permitted in system.

RESOLVEDWhile creation of shift order , If customer exchange is urban and new exchange is rural (or vice-versa) then there will be prompt in service order which will prompt/popup for creation of new billing account. On confirmation of that popup, new billing account will be created automatically and will come in billing account field of shift reconnection order.

CSR will resume that order as normal shift case and provisioning of order will be done.

Misc09

MP44

UW20

RETENTION OFFICERS

Particular surrender cases /faults cases are being reflected to all retention officer/FTOs

Since the customer care can be obtained from anywhere in the zone, CSR taking connection request may not know the exchange of the customer. Locality/sublocality will be therefore used for the purpose. Also, SSA, locality and sublocality

PENDING

All respective commercial officers of the SSA to be designated as retention officer by the SSA.

Accordingly SI has been instructed to route the voluntary closure requests/surrender cases.

Correct data is to be given by the SSA. Help of SI shall be taken to upload.


combination tends to be unique, so this should not be an issue

Cases booked in CRM for disconnection showing as “ In Process with retention officer “ but not appearing in the work list of retention officers.

Misc14

MP36KA16

REFUND

DDN SSA raised the issue of NON-GENERATION OF REFUND ORDRS in CDR system in respect of closed connections .

Finalization of Accounts on closure, adjustments of Broadband deposit on withdrawal of Broadband are getting delayed and the Accounts Officer are facing a lot of difficulty in apprising the customers.

PENDING

Process pending for writing off the Migrated outstandings (already finalised in Source)

(a) Finalization of Accounts on clos-ure – there is no issue in the pro-cess as such but manual interven-tion is required. Or it waits till the customer is billed in the next bill cycle due for the customer when the final bill is prepared.

Reg adjustments on BB deposits this is

true. However the customer can be advised

to pay less and the adjustment can passed

on to the next invoice.

Misc27 CRM OUTAGE

Frequent outage of CRM application has been observed

Most of the times, it has identified as a Local Network failure issue. For other reasons,the required information is shared (through Incident Management Report) and problems have been resolved on "Top Priority".

Misc30 SMS ALERTS

Provision of SMS alerts not implemented (SMSC connectivity already operational)

IMPLEMENTED


Misc31 BROADBAND USAGE ALERT

BB usage on SMS short code as available in South to be made available in North as well.

PENDING

SMS alert on BB usage is already Implemented in South and East. Schedule of other SMS services is being published separately

RA01RA20

FTTH

Fiber to The Home (FTTH) provision in CDR not available

Under discussion with GM Core Network.

RA02

RA20

WIMAX

Provision of Wimax in CDR

CLOSED

As per corporate decision, WiMAX is to be served through GSM system

UPE05 NTC

While booking New Connection sub locality field is not sorted out so taking long time to find a sub locality by CRM staff.

RESOLVED

Now sublocality is sorted

MH03

RA07

LOCALITY – SUBLOCALITY

Exchange code should come before Locality and sublocality, as there is localities/sub-localities with similar names under different exchnages. This is causing hardship in booking of NTCs.

5)There are still localities/sublocalities related issues for which TCS asked for rechecking mapping error .

Since the customer care can be obtained from anywhere in the zone, CSR taking connection request may not know the exchange of the customer. Locality/sublocality will be therefore used for the purpose. Also, SSA, locality and sublocality combination tends to be unique, so this should not be an issue

Correct data is to be given by the SSA. Help of SI shall be taken to upload.

MH05 Services booked by the customers are getting hanged 'IN PROCESS' status, hence field officers are not able to view the same in CLARITY and provide the services.

O& M ISSUE

Operation and maintenace issue - To be handled by DC O&M team on case to case basis.


MH07 MULTI AREA SHIFT

In multi-area shift cases , the CSC staff is not able to change the number of customer.

There is no such issue. ITPC requries individual cases for analysis.

MH09 ISDN

Provision for booking of ISDN connection without NT is not possible.

RESOLVED

This issue in now resolved as below:

D/Note value modified to select ISDN NT as optional item

UW14

MH

Booking of ISDN BRI generating a demand note of Rs 4500/- while for ISDN BRI it should be of Rs 3331/-.

RESOLVED

It was problem earlier.

MP01 When any service order appears in work-list of Commerical officer then there are two options available. Resubmit/ Resume and wait list order.When we wait list the order it does not appear in waitlist search for modification. When we resubmit order this order remains in noneditable format and therefore we are unable to modify the orders returnd from clarity for any modification. This will reduce complaints going to service manager.

RESOLVED

MP04 QUARANTINE NOS

There is no authorization to SSA despite promise to allow removing numbers from quarantine. Many times customer wants specific number specially when one government officer is transferred to other department but wants to retain same number. Target dates and promises are not being kept.

RESOLVED

MP05 As per corporate order number 1-1/2009-R&C [CFA] installation charge was waived off for 3 months from 1.12.2009 but in billing customers are getting charge of installation. Also security deposit which was to be

RESOLVED – TRAINING ISSUE

CSR needs to attach the schemes to get this effected. This could be a training issue. SSA to get in touch with ITPC.


taken in 3 installments are being taken in advance leading to less booking. ITPC insisted that installation charges have been waived by TCS, but in fact all the customers have received bills for installation charges .

MP08

TN05

WRITE OFF

There is no provision for writing-off amount. For example a customer having O/S dues of Rs. 10000/ and pays Rs. 7500/- after availing discount as per order of BSNL, balance O/s amount should be written off and O/S should be made zero.Moreover debit/credit process is not working for migrated closed connections

5)Provision for writing off in case of closed/ inactive accounts.

PENDING

Procedure has been published but still not satisfactory

MP09

MP16

CORAL EPABX

There is no provision to give connection in Coral-PBX. For existing customers we are not able to increase or decrease number of ports.

ISDN PRI Scenario - Multiple PRIs and Coral EPABX

PENDING

EPABX is considered as ISDN or PSTN connection only. The CDR does not maintain the extensions given in EPABX. Therefore, this can be done outside the CDR system.

Related solution shall be available by the April'10 end.

MP11 BILLDESK 1% DISCOUNT

As per corporate order 2-68/2005/TR-CMTS/BSNL dtd 28.11.2006, 1% discount is to be given to customers who make payment through billdesk but customers are not getting discount.

RESOLVED on 24-apr

MP12 INACTIVE PLANS

All inactive plans are visible in plan selection list. This includes plan 250, plan 330 and 799 combo plan. In 799

RESOLVED

It is possible to make any plan active or inactive in the CDR system.


combo plan unlimited broadband usage with zero rental and zero charges for BSNL network in circle is allowed. These plans are circle specific and were valid for short duration . We can not expect every CSR operator about validity of plan , therefore these plans are being given to customers giving revenue loss to department.

MP14 TAC MEMBER PLAN

There is no procedure to convert TAC member plan to individual plan and vice-versa

RESOLVED

2.124 OLD OUTSTANDINGS

More than 6 months outstanding invoices are not visible for samadhan.

RESOLVED – TRAINING ISSUE

Solution is available in CDR system. Could be a training issue. Please get in touch with ITPC.

UW14 HUNTING – CONTINUOUS NUMBERS for Corporate Customers

PENDING IN NW

Available in SE. At NW by 10-may (TCS ltr dt. 15-4)

DSPT PENDING IN NW

Available in SE. At NW by 17-may (TCS ltr dt. 15-4)

UW13MP54

NOVANET PC and HCL PC

Not available in NW.

As per corporate order number DDG (BB)/64-35/09-Broadband dtd 09.03.2009 there is very attractive scheme for bundling of HCL pcs in rural areas with BSNL broadband but this feature is not available in CDR system.

PENDING IN NW

Available in SE.

To be available in NW by 23-apr

NOVANET PC for Urban customers

On Rental Basis

PENDING IN NW

Available in SE.

At NW by 23-apr (TCS ltr 15-4)


MP18 OFF-LINE WORK ORDERS IN CRM PENDING IN NW

Available in SE.

At NW by 10-may (TCS ltr 15-4)

DISPLAY OF LOCAL CDRs in CRM PENDING IN NW

Available in SE.

At NW by 23-apr (TCS ltr 15-4)

WLL CLOSED

Not to be available in CDR project. Currently available only in HYD.

EVDO / NIC CLOSED

Since MSC based WLL is being migrated to GSM, this will not be available

UW19

MP27

AREA TRANSFER

Area transfer of Bulk customers is not possible.

PENDING

To be offered for validation in NW

MP37 PCO – POSTPAID TO PREPAID

There is no way to change postpaid PCO to prepaid PCO. Even if we close the postpaid PCO and generate order for prepaid then same number is not available in inventory.

To be offered for validation

MP40 For any order generated on working number like credit/ Debit /Shifting / Disconnection etc. there is no way to know the ID of the staff who created the request. Suppose one CSR staff created request for 500 Rs. Credit/ Debit to a customer and request goes to AO for approval then to whom AO should contact in case of any query.

PENDING

Pending and to be done. HYD to raise a CR. TCS to do

MP45 During plan change and change of indicator order generation “Demand Note” button is enabled and if CSR operator press “Demand note” button then it generate demand note of zero

PENDING

Many SSAs are facing this problem. Many SM dockets are being raised due to this.TCS is expected to disable the


amount and status changes to “Demand note generated”. After that CSR operator is not able to process the order further.

Demand Note button.

MP47 In CRM two and more than 2 plans are attached to a single customer causing double billing to customer

RESOLVED

However, some old cases may be pending and to be corrected

MP56 As per order number No.2-2/2007-PHA dtd 11.4.2007 For rental FMC word is to be used but in billing we are not using this term

RESOLVED

MP62 As per order number 10-3/Comm./2009-R&C Dtd 5.5.2009 safe custody locking period is 3 months but in CDR system there is no such locking option.

PENDING

RA05 3) Trunk booking through CDR system is pending for implementation in new CDR system.

CLOSED: Feature is available.

RA11 9) The procedure for restoration of telephone connection closed due to non-payment after 3 months is to be re-examined.

RESOLVED

It is possible to give reconnection as long as account is not closed.

TN16 iii) Integrating information Kiosks at Tirunelveli (Erode SSA also has the feature).

PENDING

There is no uniformity in Kiosks used in different SSAs. To be handled individually during migration. Issue to be taken up betn ITPC and TCS

CR is already raised for TVL SSA. A simple way of doing it is to update the database that is now being used by the Kiosk at regular intervals (once in day) through db links.

TN20 vii) Problems in conversion of junction type free EPABX numbers to normal connections(Vellore SSA).

More inputs required from SSA.

TN21 viii) Differentiation of Vellore and Tiruvannamali District Customers in

Pending; (It is a migration issue which TCS should take care.) For Pondi, this


CRM module(VELLORE SSA). Similarissue likely to figure in Pondicherry also because PondicherrY SSA consists of areas from three revenue districts.

should not be an issue since it is already handled at Hyderabad

TN22 ix. In CRM Module, it is not possible to create the BB user ID: nme_341792343838@ tnindstjosep.nme.in as the maximum limit is restricted to 12 characters and speical character is not admitted.( SD30331) . Kindly note that this format is recommended by BSNL CO in case of EB Corporate plans to speicify domain name, etc. because of this problem in CRM, Aa large number of cases are pending to be provided. this will go as all SSA problem.

The issue is resolved now because of VPNoBB implementation and NME implementation

BROADBAND

JK05

MP06

UE03

MH08

UW18

20% CONCESSION

Concession in rental and usage charges: As per tariff policy in force, BSNL allows concession in rental as well as usage charges @ 20% on broadband connections to employees of government and it undertaking. The CDR system should be modified suitable to extend this concession.

We are not able to attach 20% rebate scheme to Government employee. This scheme is not visible in Dash-Board. More than 500 customers have complained in writing.

20% discount is applicable to Gov. Employees Residential individual connection where as in CRM no catagary exist. Only Central Govt/ State Govt category exists with credit limit Rs.20000/40000 in CRM on which 20% rebate is not applicable ,

PENDINGThis scheme is available for new connection.

For existing customers this scheme should be available in "Modify Order". The solution for the same shall be available by 30th April'10.

The new account type/subtype and scheme are under configuration. If the eligibility changes due to account status change, it requires creation of new account and transfer of service and transfer of outstanding through adjustment process.

Implemented in NW. Validation pending


however CRM is supporting such option of rebate which is not permissible.

MP50 There is no provision for concessional Broadband connection for educational institutes vide order number 1-1/2009-R&C [CFA] dtd 18.01.2010

PENDING

MP57 As per order number No: 64-03/08-Broadband Dt: 18/02/2010 there are 6 types of ADSL modem but this is not incorporated in CDR system

PENDING

MP51 There is no provision for Web conferencing service for BSNL corporate customers vide letter number 1-1/2009-R&C [CFA] dtd 3.11.2009

PENDING

MP52 There is no provision for Voice and Video over Broadband service issued vide letter number 1-1/2009-R&C [cfa] dtd 18.01.2010

PENDING

UT

UW02

Order for BB password reset should be routed to NIB person as port has to be unbinded which is to be done from NIB only.

Meena to reply

JK13

MP10

BRODBAND RURAL-USO SUBSIDY

BB connection under USO category in rural area:-USO is providing subsidy for provision of BB connection in rural area which is covered under the BB plans USO-99 and USO-150. The USO administrator will provide subsidy to cover the cost of modem and security deposit of the plan for BB connection. Thus these BB connections need be provided without security deposit for modem to the customer. For rural BB connection, the CDR system is generating demand note for modem security (of course without plan changes) which is not applicable. The necessary changes in

Scheme DEP021 is available in CDR system which will waive-off security deposit of modem. Issue resolved. An alert to be generated for manual decision of giving free modem.

Free modem feature implemented in NW. Alert is not yet implemented (ason 24-04)


the CDR system need be done for exemption of security deposit for modem for BB connections provided in rural area under USO Plan.

For Broadband -USO plans system is not allowing free modem . Therefore we could not book connection

UPE01 BB NTC

In case of Booking of NTC with BB service order for NTC is not getting ceated and remains heldup in CRM in Number Reservation done state however service order for BB gets issued.

CLOSED

issue resloved. Training issue

UW16

Misc01

MP03

KA24

BBOVPN

Provision of BBOVPN in CDR system

Bhopal SSA had taken up VPN over Broadband issue almost six months back but still,(A) No plan is configured as per NME project corporate order i.e. There is no provision to take only 25% payment after 10% rebate as per corporate order(B) The automatic task for BB provision order is added which creates username and allows surfing on internet locally as per corporate order surfing should be allowed only through centrally provided leased line

PENDINGValidation completed in NW. However for NME plan advance 25% collection feature is not implemented

(A) NME billing NOT implemented.resolved

MP07

UTUW09

BROADBAND PREPAID

(A)Despite more than 5 months time, Prepaid Broad band plan is not configured as per corporate orders where it says that installation charges of Rs. 250 are to be taken at the time of application receipt. But No demand note is being generated for the same.

PENDING ITPC

1. As per discussion with BB cell of BSNL CO, it has been decided that installation charges in case of Pre-Paid shall be billable in next bill of associated Landline. Automatic adjustment will be created.

2. In case of dunning of Pre-paid at the


(B) No information is being passed on to billing, therefore dunning of Broadband will not be done at the time of landline dunning.

(C) Simultaneous working of prepaid and post-paid is not possible.

(D) there is no way to change postpaid to prepaid and vice-versa

There is still problem in provisioning of Prepaid Broadband. Portal ID is not getting updated in Clarity ( error message coming “field can not be updated “) further the user id generated in CRM is having more characters than required in manual creation in Prepaid BB at NOC.

time of Landline dunning, feed file is being given to P3 node incharge for taking further action. 3. ITPC to comment.

4. It has also been decided that there shall not be linkage between a Pre-paid and Post Paid Broadband connection and hence no balance transfer is required. Therefore conversion of Post-paid to Pre Paid is not required. Post-paid and Pre-paid BB connection shall be handled independently

Validation completed and implemented in NW

MP15 BROADBAND SAFE CUSTODY

As per order number No. 110-23/2007-Comml Dated: 8th May, 2008 broadband may be kept under safe custody but this option is not available in system

PENDING

Deployment is to be scheduled. We will publish the schedule.

AP05 PREPAID BB

Multiple prepaid BB users ceation on single LL is not available in CDR System

There is no corporate office order in this regard.

PREPAID BB TO POTPAID

Bothway conversion

Available in SE. Implemented in NW

OR24 BB order after returning from Clarity, it is cancelled but not issued(shifting with BB,LL order hitting clarity w/o BB).

RESOLVEDAs below:In NW Software bug identified and flow corrected

MP02 Broadband username creation PENDING


procedure is very cumbersome and often link between NIB and Data center breaks. Then ,we can not create broadband order because during order generation, it checks online availability of username from NIB and if this checking is not possible due to broken link then we have to return the customer back without booking his broadband order.

A change request will be initiated to address this issue in North and West zone also, by 15th April 10.

Pending as on 24-04-10

MH06 The BB order created from CRM is not reflecting in NIB portal.

CLOSED

There is no such issue. ITPC requries individual cases for analysis.

OR09 MODEM SALENo service order for sold modem in deposite case(due to modem fault/out of warranty)

CLOSEDBB Complaint can be booked regarding faulty modem in case of any issues. The outdoor person can verify the sale receipt for warranty validation and replace the modem if it is in warratny and necessary.

Warranty period shall not be maintained in CDR system. Customer should maintain receipt if he wants to avail the warranty benefit.

OR10 SHIFT-PORT BINDING

On shift across exchanges /same exchange the port binding is not getting refreshed.And for this BB network change is getting "X"or"Y" automatically in arbitrary manner.

PENDINGSolution shall be ready for validation by ITPC before 15th April'10. Same shall be deployed before 25th April'10.

BROADBAND OVER EPABX PENDING

SE Available. At NW by 10-may(TCS ltr dt. 15-4)

UW09

BROADBAND OVER PCO

There is no provision to book Broadband on PCO customers and no provision to do any activity if Broadband is already working.

CLOSED

SE and NW available.

UW03 DISPLAY OF IPDRs (Broadband usage details) IN CRM FOR

PENDING


COMPLAINT HANDLING

Last 3 months

Provision for NIB person to check the usage of BB from NIB portal of any customer if any complaint of high usage arises as session/event wise detail is still not available on http://selfcare.ndc.bsnl.co

SE Available. Implemented in NW – Validation pending

BROADBAND CHANGE FROM P2 TO P3

CLOSED

SE and NW available

UW04 BB provision is not being cancelled from clarity even after halt reason it getting created and showing in CRM as BB provided.

CLOSED

So far as order has not crossed outdoor, it can be cancelled.

UT

UW05

There is no provision to get the report DSLAM wise (Capacity / loading).

PENDING

MH12 ABF shown in sub ledger is very high, around 18 Crores. Whereas average ABF is only around 12 Crores.

CLOSED Earlier info provided was incorrect

UT

UW21

Cases booked in Clarity for BB Provision showing as “ In Process with System_NIB “ but not executing the work order.

CLOSED

MP48 As per corporate office order 111-45/2005-Comml/1 dtd 1.10.2008 modem rental charges are halved after 24 months use but billing is being done at full rate

CLOSED

JK18 7)Whenever a broadband customer having Type-1 modem applies for IPTV , the type01 modem has to be replaced with type-II modem by collecting difference amount of Rs. 600/- from the customer (The cost of Type -I modem is Rs. 1000/- and type-II modem is Rs. 1600/-) as per corporate office letter No. 64-03-07-Broadband dated9.9.2008. In such

CLOSED

This process will not be automatic and is to be handled manually


cases the system should raise a demand note for difference amount of Rs.600/- such scheme is not available in the system.

TN18 V)Issues in respect of multiple IDs for BB Subs.

Resolved in SE

TN12

UT

BB USAGE & CALL DETAILS – BSNL OFFICER ACCESS FROM CRM

Viewing of CDRs/IPDRs by Nodal officers/WSC of SSA

12)Problem in viewing usage/summary details in PMS Module( especially in CSCs, this facility is required for the supply of details to customers)

For viewing of IPDRs TCS shall enable the solution by 25th April'10

This will be available from CRM

(12)Since this is the account based brought-forward system, total payable amount only is displayed in PMS. PMS is designed to take any amount (not necessarily the exact amount). Any amount paid is adjusted against the oldest invoice within the system. Duplicate bill counter can issue the bill with minimum details such as amount to be paid. To get the replica of the actual bill, the customer can contact the AO(TR) or any CSR having access to CRM. The printout of the original bill available in pdf format can be printed, provided the counter or the AO has laser/inkjet printer.

UT Broadband usage detail is not coming in the bill and Bill format is also not proper i.e it is getting printed in three pages which the same information can be printed in one page causing unnecessary wastage of stationary.

CLARITY – PROVISIOING

OR18 Fault clear in Clarity but it shows in the report file. Also so many other exchange no. come to the different exchanges.

RESOLVEDThe reports on faults are refreshed periodically every 2 hrs and hence there is possibility to see different status between the Clarity system and ER report.

However, if specific data is provided any further issues can be investigated by Data


center O&M team. Misc04 In Clarity, Linemen & Exchanges of

other SSAs are also reflected while selecting faults/NPC. The fault reports in clarity are not proper, For example NE field is not coming, linemen wise sorting is not possible, & address is not proper.

PENDINGIn South and East Zones the reports are getting sorted Lineman wise, and printing is also possible.

However in North-West reports are getting sorted date-wise. TCS is being asked to examine the issue further and deploy the solution as of South and East zone, by 22nd April'10

UT

UW01

There is no provision to edit/update for changing of Pillar port /ND/NE

PENDINGSh Meena, DGM, ITPC to confirm procedure

MP58 There is no authorization to SSA for making new NE blocks in clarity.

PENDING

JK20 9)In clarity module , we can change MDF vertical number, NE etc. through circuit design. But these changes are not getting reflected in reports and attributes. Due to this , the fault dockets continue to show old vertical number eventhough it is already change through circuit design.

??

FAULT HANDLINGOR07 BB fault booking for PT customer(W/o

BB)is not possible.It must be taken care of urgently.

CLOSED

JK11 Cable fault group:- Separate cable fault routing

Cable related JTO/SDE has to be get added to all the workgroup to which he is catering to by the SSA.

UE04 Faultdocket printing through clarity is not available lineman wise instead it is shorted on date wise under one SDO. SDO should be able to print fault docket of all line man in one go with single step. NE field is missing in fault docket .The formatting of docket printing needs urgent review as it will double the stationary consumption

PENDING

under discussion with ITPC

MH10 Landline complaints are going to some of Commercial Officers's inbox though they are not the nodal officer.

CLOSED

Landline complaint of category "Others" goes to commercial officer because manual intervention in such cases is


required.

MP41 If customer fault order is pending in clarity and meantime customer get his telephone disconnected then we can not close the docket from clarity and it remained pending in that workgroup account.

O&M ISSUE

To be handled case by case

TN19 vi) Booking of L.l. complaints (198) thrugh SMS; Facility for 163 services.

Pending

REPORTSMP21 82 - Closure Work Orders Reports is

not availablePENDING

MP29 CIC REPORT FOR RENT FREE CONNECTION

As per corporate order number 110-12/2006-Comm dtd 06.10.2006 one rent free connection is to be provided to all CICs but no such report is available in CDR system to identify CIC on the basis of average revenue. Also there is no report to know the customer who are now not elligible for rent free connection but availing this facility.

PENDING24.4.10-CRM has to initiate the process to generate the list. The module is developed and likely to be deployed in NWSE.

OR04 Obataining various reports like booking for NTC /Fault /Plan Change /facility activation etc.Report generation from http://er.edc.bsnl.co.in for daily fault, new provision,TRA Disc./Rec. etc. are not available. Auto report generation is not working in CDR.

JMT & LKW SSA- Many reports which are to be sent to circle office and corporate office are not generated in the system. Further, the data in BI reports is not being updated regularly.

CLOSEDReports are available for NPC, Fault in ER. But Plan change and Facility Activation are new report requirements. ITPC to examine and forward the requrirement to SI.

For daily fault, new provision,TRA Disc./Rec., reports are available for daily faults in Clarity, New Provision in ER and Analytics and DISC/Reconnection reports in ER.

Presently 88 reports are available and their content is being published separately.

For taking care of the more reporting requriement on Ad-HOC basis, it has been decided to form one core group from BSNL side at Hyderabad for South and East zone. TCS has


given DB level training. 2 JTOs from DC- East to get in touch with requriements to South BSNL's report team.

Similar reporting core group is to be put in place at Pune for NW zone by ITPC.

Misc05 The Broadband Gross/net report and call centre report are not correct.

PENDINGBB Gross/Net report issues are already rectified.

Call Centre Report is being worked out by the SI. The same is being generated manually by them as of now and work on automation is pending.

Report shall be available by 30th April'10. UPE07 There is no validation/consistency

check in CRM in realtime due to which the Workorders are held up in CRM and does not reach CLARITY. The rate of failure is very high. This needs to be reviewed and till it is not CLOSED, the admin level front end may be provided to SSA to Cancel/Resubmit the held up orders to avoid delay in work execution. It has been observed that in many cases, order reach CLARITY on resubmission without any change in inputted data

CLOSED

As demonstrated by increased use, the system is working reliably. Specific validation checks requested have been put in place. Any new issues reported are also being looked into.

Password with rights available to SSAs are already given.

MH01 The reports taken from the CDR is not matching with the actual number of connections working in the exchange.

CLOSED

Request specific instances with report names to be shared

MH02 the data in the report section is not getting updated on regular intervals.

CLOSED

Specific issues if any to be highlighted

MH11 Reports required by MIS section, Commercial Officer(General) etc. are not available in the report menu.

CLOSED

Existing reports were already explained to SSA. SSA has to make use of the reports and build their specific requirements.

Presently 88 reports are available and their content is also being published separately.


ITPC to examine and forward the new requrirement to SI, if any.

TN23KAUT

USO REPORTS

For USO reports

CLOSED

In south Zone, ITPC team is generating the report, GM ITPC of other 3 zones to get in touch with GM ITPC of South zone to share the logic and carry forward in their zones.

TCS has been asked to include this in ER – Pending.

UTUW07

CALL CENTRE REPORT

There is still no provision to get the Call Centre MIS report.

PENDING

2.126 In south Zone, ITPC team is generating the report, GM ITPC of other 3 zones to get in touch with GM ITPC of South zone to share the logic and carry forward in their zones.

Solution is deployed in South and East for multiple PRIs. Solution in West and north to be available by April'10 end.

MP19 Rep No.49 - Disconnection for Nonpayment - SDO Wise (Temp DNP)

PENDING

Report ready for validation

KA12 No report on Sale Tax collected during the month at a given date is available

PENDING

KA13 PMS-Online payments -Date Wise, Counter Wise, Service Wise report is not available.

User wise (not counter wise) report available; this is sufficient. Service wise not available

KA14 Report on closures such as Voluntary closures, CLSNP are. not available. Report on refunds rt.ised agalnst such cases is also not available.

A list can be taken for the cases of refunds pending with the AO TR, by right clicking the mouse point on ‘My refund requests’ available in CRM screen. In the same way , ‘my write off Requests’ can also be used. AO Cash also can take a list of cases re-ceived for refund with split up of Cheques


issued and Cheques not issued from the CRM screen.

KA15 Report for VPT, RH DELe etc. for subsidy claim are not available.

pending

KA19 Incorrect Enterprise reports -None of the Enterprise Reports is giving correct information as per GM{TRI note. For ego Financial report for Kodagu is shown as Outatanding Balance 4235.96 Amount Billed For 3501.62 and Closing f Balance 7629.12 which is not at all correct. Even though there are caeea finalized, accounts refunded. statement is showing as '0'. When out standing I detailed list is verified for Hassan SSA it is showing only Rs.178107.64 where as the o/s ported is Rs.I ,99,49,397/

Billing reports are still under review; Corrective action being taken.

KA22 Difficulty In getting reports for 1) BB related activities, 2) recovery of CPEs from closed BBsBBs and(3) reports for the break up of rural/urban working connections.

Pending.

MP24 85 - Call Center Activities Analysis

MP25 78 - Daily/Monthly DEL Analysis

MP26 Plan Change report

TN24 b)Reports on BB related activities like daily creation, deletion, plan conversions, disconnection and reconnection, completion reports daily, weekly, fort nightly, etc(SD 28082). The closing balance of Jan. 31st does not tally with 1st in case of Vellore SSA.

Daily reports are now provided through intermediate server and ITPC/HTD development of web based reports. Most of the reports are available; Closing balance and opening balance differences are now resolved

TN25 c)Reports on GOD (Games on demand) (SD 31308).

Pending.

TN26 d)Requirement of generation of Reports on SDCA wise or DE wise.(SD29610). This is important because

Pending; should be resolved through intermediate server solution.


the issue is concerning to all SSAs and Periodical reports are required to be submitted by field units to all other agencies such as Circle Office, BSNL CO, TRAI, etc.

TN27 e)Requirements of reports on working connection statement(SD30679)


TN28 f) Reports relating to Telecalling facility by IVRS(SDE 30684)


TN29 g)Reports relating to recovery of CPEs from closed BBs(SDE 30684)


TN30 h)Reports relating to the list of completed work order alongwith Telephone Number(SDE 30260).


BILLING & ACCOUNTINGOR13 Billing detalis could not be exported to

excel sheet as no provision is there. The same can be copied by selecting the table and copy into clipboard and then pasted into excel

UW12 BILL PRINT EXCHANGEWISEExchange wise bill printing is required instead of account wise.

This is a complex issue to be discussed. Urban and Rural requirements are not same. There is provision on 2 digit beat code that can be used in Urban areas in addition to PIN Code. In Rural areas localitywise bills need to be grouped exchangewise. However, there is no provision to recognize exch codes in CDR.

Account hierarchy with total or no redirection

PENDINGSE available. At NW by 30-May (TCS ltr 15.4)

OR17

TN03

Duplicate bills shows the current outstanding only. 3)Non-availability of component-wise details in duplicate bills.

CLOSEDDuplicate bills are for facilitating payments to the customer. It contains the account balance to be paid by the customer. The details of charges if required by the customer can be obtained from WSC or CSR can download it and print on laser printer.

JK03 Compulsory charging of VAT @ 4%: It is observed that the CDR system levies VAT@ 4% on sale value of accessories. Since VAT is not charged in J&K state, therefore the CDR system should allow to set the VAT rate at 0%.

PENDINGTo be deliberated by ITPC, IT.CFA with corproate finance wing. Issue is under examination.

JK09 SECURITY DEPOSIT – REFUNDRefund of security deposit for closed telephone connections:- We observe that

To be settled by the SSA in Source System. Migration related issue.Refunds must be given in source system. Once


UW10

TN11

UT

the closed telephone numbers for which accounts were finalized but not paid/settled in Dotsoft system don’t appear in CDR billing system. The details of these Telephone connections had been made available to M/s TCS at the time of migration through Dotsoft dump. This data of 17,000 telephone connections is yet to be migrated to CDR billing system. These cases should be migrated to CDR system so that we are able to effect refunds for these closed telephone connections through CDR system Security Deposits of the existing customers have not been posted in the system causing inability to refund/adjustment etc.

an account is settled and an amount has to be refunded, then that account must not be migrated. Accounting impact to be studied.

Misc12 SUBLEDGER

SSAs have been pointing out discrepancies in SLR generated, generation of Sub Ledger reports is delayed, Opening Balances are still untallied & un reconciled

PENDING

The logic employed for generating SLR reports in North and west was incoreect. The same is now informed to TCS and is expected to get rectified by 10-4-2010.After correction of logic revised SLR reports will be given to SSAs for verification.

Misc17 The review of rating reject errors has revealed very high number of RGuide cases pending in all the four SSAs gone live . TCS Migration team to help SSA teams to resolve these cases

Work is in progress in a continuous manner. Most of the rejections are because the migration guidelines are not being adhered to by the SSA e.g. ISD reconciliation between Switch & Commercial Systems

JK

Misc25

Non creation of new ES-customer and non additions/deletion of child customers from existing group customers

Solution to be achinved through ES and shall be deployed by 27th April'10

Misc26 The present frequency of rating reject errors is twice in month: Around 19th

& around 6th of next month. This should be done at least weekly.

Information regarding rejected CDR will be given to SSA on 11, 21 and 1 for the initial 2 months of migration. After that, the same will be sent on 16th & 2nd.

Once the SSA stabilizes (i.e 4-5 bills), it will be sent to SSA once a month for


feedback.

Misc28 Mediation portal at North zone to be operational on line of South zone

Mediation portal Implemented in South and East. For North and West also SI for the time being shall implement the same on the earmarked hardware of South zone by 7th April'10. ITPC can later review the hardware availablity for North and West zone depending on the load.

Misc29

KA23

Online Portal payment option not operational

Payment through BSNL Portal:Individual/ Group customers are not able to pay through portal. Many group customers prefer to pay through portal; at a centralized location, which was possible in DOTSOFT. Now they have to pay at the SSA counters/post offices etc. leading to customer dissatiafaction.

RESOLVED

24-apr: Onlne payment through BSNL Customer Care Portal is now available for all CDR migrated SSAs in 4 zones (in addition to existing DOTSOFT SSAs). All migrated SSAs should give publicity.

Payment through CDR system's WSC (Web Self Care) portal is currently not enabled due to BSNL internal reasons. Finance wing of corporate office is in discussion with BillDesk.

An alternative solution has been implemented in South zone. Will be operational for rest 3 zones in April (March usage bill). Customers of migrated DOTSOFT already registered to Portal will be able to make payments in all zones. Customers of non-DOTSOFT SSAs will have to register to Portal and will be able to make payment after 24 hrs. Non DOTSOFT SSAs have to give publicity to avail this facility.

Misc24 Non -billing of ES customers: JammuNo of Group Customers: 80No of child accounts: 851Out of these 48 Group customers have child account payments.LKWNo of Group Customers: 23No of child accounts: 284Majority of the Group customers are



paying at child levelDDNNo of Group Customers migrated to ES: 7No of child accounts: 222Out of 12 Group customers, only 7 Groups were enrolled in ES.

MRT- No Group customer in ES

Misc25 Non creation of new ES-customer and non additions/deletion of child customers from existing group customers


2.87 PCO BILL

PCO bills as generated cannot be sent and manual bill will need to be generated to overcome the deficiencies. The issues pointed out should be sorted out in the next week if the same issue is not to repeat at Hasan.

PCO bills are generated through CDR system only. TCS has agreed to issue PCO bills with defined rates for various slabs as applicable for PCOS from April 10 onwards. Also TCS has agreed not to display discount on summary as well as details page of PCO bills according to directions of Corporate Office Finance. This matter has been already intimated to GM Fin CFA though letter dated 18-3-2010.

KA02

UW17

GROUP BILL

Group Billing has not taken place from the New System. This will be more serious issue in Hasan and needs to be sorted out in aweek.

PENDING

Existing workaround solution for handling group bills has been deployed. The same would continue to exist till Jun-10. Meanwhile a new customized alternate approach solution outside the billing application is being worked upon. This alternate solution validation and deployment is likely to take two months of time.

KA04 PT BILL

PT Bills:Fixed Monthly Charges: PT Bills are prepared showing the minimum guarantee as fixed monthly charges. The same is again shown in the bills, as discount. There is no concept of fixed monyhly charges in

CLOSED

Issue has been discussed at ITPC level. April month bills shall be issued as per that.


respect of PCOs.

KA05 Usage Charge: Instead of showing only the call charges @ the Defined Rate of Rs. 0.635 in the bill, the sum of both call charges (calculated @ the Defined Rate of Rs.0.635) the discount @30% on the call charges are shown inh the bill as Usage charges wrongly. This is in contravention of the BSNL HQ circular No.1002-3/03/2006/taxation.BSNL235/235, Dt23.04.09. All the SSAs in this circle had already received Show Cause Notices(SCN) from Service Tax authorities, demanding short remittance of huge amount towards service tax, interest and even penalty against the PCO bills issued correctly under PCO business plan , showing only call charges at the defined rate of Rs.

As per ITPC, issue resolved.

0.625, as per corporate office letter 23.04.2009cited above. These SCNs are at various stages of Appeal fied before the Commissioner of central Excise/Appellate tribunal.

RESOLVED

Text modified to exclude discount word.

KA06 LL Bills:All the calls were charged at the highest slab rate of Rs.1.2 per call, instead of at the prescibed slab rate and the difference is shown as discount .it is noticed thet in some cases(test checked), the discount calculation varies from customer to customer for the same plan. Cases were broght to the notice of M/s TCS and the core Group ITPC Hydrabad but the issues are not resolved so far.

CLOSED

Discussed with ITPC and concluded that there are no changes required

Discount calculation variation issue is still pending with TCS.

KA07 1)Verification of Bills: As far as monthly and bimonthly bills are concerned, pdf files only of the

TCS has been asked to do proforma bills and give the data in excel format or as


proforma bills wre suppied for verification. These pdf files contains more than 35000 records and it is not at all humanly possible to verify all of them for their correctness. Only random check has been done.

data dump for easy verification.

TCS has been asked to do proforma bills and give the data in excel format or as data dump for easy verification.

KA07 * To compare the revenue figures of these bills issued with that of the previous month in Dotsoft, no report/ data is supplied. Request for supply of proforma bill summary has been sent to ITPC, Hydrabad but there is no response till now.

ITPC team has been given comprehensive training on all billing modules and the required details can be extracted for verification in the required format

KA09 * No mechanism is available for verification of bills not issued.

Status is being shared with all the details SSA wise with all the stakeholders

A report on unbilled accounts should be made available in billing reports section in ER; A CR is yet to be rasied. Right now the info is being shared through excel sheets.

KA11 The bills dated 2.02.2010 for PTs and 05.02.2010(monthly),06.02.2010(Bimonthly)of Kodagu SSA are not released for the above reason. If these bills are issued without correcting them on the above points, we may have to face furious customers . In the present scenario, many customers simply leave their phones discnnected, without paying the bills and migrate to other operators.

All KA SSAs bills are delivered

MP39 Debit / Credit adjustments made in billing account of customers is not shown immediately. Any adjustments made should be shown then and there so that duplicate adjustments are avoided.

Debit/Credit is made through CRM, goes to billing system and this info is made available in CRM after 24 hrs

MP59 Once a subscriber cheque is dishonoured THEN CUSTOMER should not be allowed to make payment by cheque Presently customer is making

CLOSED

As per BSNL CO order, if cheque is dishonoured then penalty is to be


payment by cheque multiple times and continuosly cheques are getting dishonoured but every time his number get restored.second time.

charged.

MP60 If customer make part payment and credit is given to customer of the remaining amount, even then this credit amount is not taken into consideration and customer number gets disconnected in dunning process.

CLOSED

Solution: Instead of using credit and part payment, CSR has has to use REFINANCE option

MP61 If a bi-monthly customer takes Broadband service , automatically his billing cycle should be shifted to monthly and Presently even customer avail Broadband facility he continue to remain in Bi-Monthly bill cycle.vice-versa.

PENDING

Feature available in SE and to be done in NW

KA17 Bill summary after issue of bills is not available. Bill summary was requested at pre bill stage itself for verification of the figures

KA18 Issue of Bimonthly bills: Bi-monthly billl;1 l:"sued In Kodagu & Hassan with discrepancies like free call discounts OYT rebate on rental etc and bills were issued after a delay of 15-30 days.

CLOSED

KA20 Credit entry is not possible in CDR. The list of entries had to be.given to M/s.TCS for making the credit entries. It is difficult to watch the credits in next bill. Credit entry option is to be made available to AOTR.

Not available

As of now direct off-line Credit entry is not possible in CDR. But for all invoices includ-ing paid invoices which have been migrated to CDR, adjustment can be given to the ex-tent of the amount billed which results in giving credit to the customer.

RA14 12)Payment of GSM & WLL is received under head of GSM. Subledger of GSM

Not to be done in CDR system. CDR is only accepting payment. Billing and


& WLL is to be prepared separately & payment report is separately required. This is not implemented in CDR system.

accounting is in GSM.

TN04 4)Usage charges are added to the monthly minimum guarantee for PCO/PT bills.

CLOSED

TN08 8)Phonogram details are entered in CRM Modules in both SSAs. Billing is to be done.

Billing done for all such phonograms

TN09 9)Possibility of extracting details directly from WTMS (maintained by kerala Circle) to be explored, in respect of phonogram charges.

Under progress.

UT CIRCLE SPECIFIC PLANS

Few Schemes, Spl plans for Army/Syndicate Bank/Hughes etc issued from BSNL HQ/Other Circles are not incorporated in the CDR System timely.

PENDING

Circle specific plans approved by BSNL CO are being incorporated. During migration SSA/ITPC/TCS to ensure that all such plans are migrated.

BILLING COMPLAINTSOR11 For the the Node-incharge: to comply with

billing complaints of CDR customers, it is not getting possible to extract the billing data along with VLAN and MAC as possible in P3

Solution shall be ready for validation by ITPC before 15th April'10. Same shall be deployed before 25th April'10.

Misc03 No mention of telephone number on first page of bill in BB cases

In case of only landline, telephone number is getting printed on the front page of the bill, but in case of multiple services to a customer account, telephone number is getting printed on the respective service details pages in the bill itself.

Therefore for Landline Plus Broadband, telephone number is coming on second page. SI of CDR Project is being requested to examine the issue for printing of telephone number on the front page in case of single Landline and Broadband.

RA17 The connections closed under non payment (after 3 months) are not being restored in the new system . In the revised

To be merged


procedure ,in case of closure ,a new NTC form need to be filled up and A/N etc. are to be created. PAYMENT MANAGEMENT

OR08 RECEIPT SIZEOnline counter receipt size is large. Small size receipt size-as in Dotsoft has been suggested.This is Very much required as the counters are handing Dotsoft(for CDMA) and CDR.

CLOSEDInstructions in respect of standardization of format and size of receipt has been issued from CFA-IT corporate office. Circles/SSAs to follow the same.

OR12 In PMS balance amount to be returned to the customer-if he has tendered in amount more than the the invoice amount is to be shown on the screen at the time of printing of receipt. These faciliatates quicker disposal of customer and accurate acounting of cash. It may please be looked into.

CLOSEDIn CDR, the customer has provision to pay more or less than the invoiced amount. Therefore, the system can not judge the change to be returned unless the cashier enters both the amounts (amount intended to be paid by the customer and amount given by the customer) leading to more cumbersome actions.

Requirement is not necessary and hence not considered for deployment .

Misc11 BAR CODE READER

Bar code reader working in SSAs not able to read the Bar code of CDR system

CLOSED

Issue resolved. Barcode reading has been tested successfully

RA16 Delayed updation of bill payment for mobile customers in CDR.

CLOSED in CDR

To be coordinated with zonal CMTS for faster payment updation

KA25 5)Problems in viewing usage/ summary details on PMS module:(a) Finalization of Accounts on closure, adjustments of broadband deposits on withdrawl of broadband are getting delayed and the ACCOUNTS Officer are facing a lot of difficulty in apprising the customers.(b) Bill summary after issue of bills is not available. Bill summary was requested at pre bill stage itself for verification of the figures.(c) Issue of Bimonthly bills: Bi- Monthly bills were issued in kodagu& Hassan with discrepancies like free call discounts OYT rebate on rental etc and bills were issued after a delay of 15-30 days.(d) Incorrect Enterprise reports- None of the Enterprise

(a) Finalization of Accounts on closure – there is no issue in the process as such but manual intervention is re-quired. Or it waits till the customer is billed in the next bill cycle due for the customer when the final bill is pre-pared.

Reg adjustments on BB deposits this is true. However the customer can be advised to pay less and the adjustment can passed


reports is giving correct information as per GM(TR) NOTE. For eg. Financial report for kodagu is shown as Outstanding Balance 4235.96 Amount billed for 3501.62and closing balance 7629.12 which is not at all correct. E ven though there are cases finalized, accounts refunded statemaent is showing as 'O'. When outstanding detailed list is verified for HASSAN SSA it is showing only Rs. 178107.64 where as the o/s reported is Rs. 1,99,49,397/-.(e) Credit entry is not possible inCDR. The list of entries had to be given to M/S. TCS FOR MAKING THE CREDIT ENTRIES. IT IS DIFFICULT TO WATCH THE CREDITS IN THE NEXT BILL. Credit entry option is to be made available to Aos TR.(f) Implementation of wings package for project Uddan.(g) Difficulty in getting reports for (1) Broadband related activities (2) reports relating to recovery of CPEs from closed BBs and (3) reports for the break up of rural/urban working connections.

on to the next invoice.(b) Bills are issued.(c) TCS has been asked to give proforma

bill information in excel sheet or data dump so that SSA finds it easy to veri-fy.

(d) Subledger reports are generated for all the SSAs simultaneously around 10th of the month after the bill runs are completed. There are limitations in generating SLR SSA-wise since the generation happens database-wise. However, before each bill run care is taken to get all the payments updated. In the present case, revised sub-ledger has already been made available incorporating the payments. Already separate SLR reports are available for the service tax and surcharge showing the payments received also. Billing re-ports are under verification.

(e) As of now direct off-line Credit entry is not possible in CDR. But for all in-voices including paid invoices which have been migrated to CDR, adjust-ment can be given to the extent of the amount billed which results in giving credit to the customer.

(f) Integration with Wings implemented.(g) Pending. To be resolved through inter-

mediate server solution.CDR PROJECT-FEATURE_ISSUE List-TKS-V1_5.doc

TN13 13)No possibility/difficulties in adjusting the deposit on BB facility is withdrawn.

Reg adjustments on BB deposits this is true. However the customer can be advised to pay less and the adjustment can passed on to the next invoice.

TN14 i) Provision of BBOVPN & REMOTE Login access by Franchisees.

Work under progress by ITPC.

WEB SELF CAREOR14 This site(may be webselfcare as ITPC/Kol

understanding) is not opening from P2 network. Customers should have liberty to check from any network.

CLOSEDIssue of not opening a web-site is not related to CDR system. Circle to take up with the concerned group.

OR15 In selfcare-only transaction date and the time is being shown. It should be"from tme" to "to time".

PENDINGSolution shall be ready for validation by ITPC before 23rd April'10. Same shall be deployed before 27th April'10.

OR16 Portal ID and password information for customers added after CDR implemented are not available with customers. Previously P3 portal, VLAN and the MAC address of the user,sessionwise was available. So from that Data we are able to know if any misuse is there.

PENDINGSolution shall be ready for validation by ITPC before 15th April'10. Same shall be deployed before 25th April'10.

UPE06 The Web-self-care portal is not opening through internet due to which subscribers are not able to register and use the facilities available through the portal like broadband usage and duplicate bill

CLOSED

The WSC is accessible via internet. ITPC is monitoring 4 WSCs regularly.

This problem requires more elaboration with instances.

AP01 Self care website is not available most of the time for the customer.

CLOSED

Apart from the planned outage time (migration activties, deployments etc) the WSC application is available. There is an automatic alert mechanism in place to intimate whenever the application is down and immediate action is taken. Any specific instances, request to share.

AP02 Many customer are unable to do RESOLVED


registration and could not get BB uasage details.(The error they get is "Server you are trying to access is either busy or experiencing difficulties. Please close the web browser, open a new browser window and try logging in again.")

MP30 Through web selfcare customer is allowed to change his plan even for zero rental plan. And plan change takes place immediately without approval of commecial officer.

AP03 BB USAGE DETAILS

BB usage displayed in self care website is 48 hours old and not up to date.

CLOSED

There was an issue because of which there was delay in files processing in Billing system from 8-March. Now the issue is addressed and processing is up-to-date. The BB usage details can be viewed in WSC within 12 to 18 hours once the IPDRs reaches CDR from NIB.

We have taken up with TCS to make the delay < 24 hrs. Now it has improved.

AP04 BB USAGE DETAILS – PORT & MAC

The BB usage details format should also contain other technical details like port details with MAC address.

PENDING

Solution shall be deployed by 22nd April'10.

AP07 BB USAGE DETAILS

The Usage details as shown in Portal are in many cases having some difference from the details given in the bills.This is causing Customer dissatisfaction.

CLOSED

Source for both is same i.e, Billing. Please share the specific cases , if any. Need further investigation.

UW11 Broadband usage detail is not coming in the bill and Bill format is also not proper i.e it is getting printed in three pages which the same information can be printed in one page causing


unnecessary wastage of stationary.

MP43 Web-selfcare is not working on Internet explorer 8 which is now inbuilt in windows 7 supplied with all new PCs.

PENDING

IVRS & CALL CENTREMisc06 CHANGED NUMBERS

There is no provision of automatic reflection of change number after shifting in DC-IVRS system

ITPC TO CHECKThis is available. To check in North zone by GM ITPC.

MP35 CHANGED NO & BILL ENQUIRYChanged number and billing enquiry system is not working. System treat changed numbers which are changed through indicator change order but If in shifting number changes then it is not being treated as changed number and new number is not announced.

Misc07 PAYMENT REMINDERPayment reminder /intimation facility not available

CLOSEDThis facility is available. ITPC to check in North and East.

Misc10 CALL CENTRE TRAFFIC ROUTING

Routing of call centre traffic for different services is not CLI based resulting in large consumption of PRIs

Large number of PRI are not required. The requirement is of different DNIS from different circles. Multiple DNIS can be provided on the same PRI also, which will help us in limiting the number of PRIs. With different DNIS coming, system can generate the report circle wise based on the DNIS.

OPERATIONS & MAINTENANCEMisc02 The issues raised through SM are long

pending. For information of all, a summary of tickets in North Zone:1. CRM [Raised: 2411, Resolved: 2279 - 94.53%, Pending - 132 (12 are PUI)]2. Clarity [Raised: 845, Resolved: 842 - 99.65%]3. PMS [Raised: 30, Resolved: 30 - 100%]

Further, this includes only the logged issues. There have been multiple instances when the team has been contacted directly for issue reolution on phone & Email. All such issues have been resolved by the team on priority (as asked by the said official of the SSA/ITPC). Also, every SSA is supported for the first 2 weeks on


phone, hence, a lot many such successful resolutions go unnoticed.

Nevertheless, In SM docket, migraion related issue shall also be made an additional category and available by 10th April'10.

Every Circle is supposed to have a Nodal Team to provide Level 1 support. Such teams are being enabled with with proper rights and training. It is expected majority of O&M issues will be handled by this tream.

Misc18 Pending reconciliation between the billed accounts in Jan/ Feb and migrated customers accts in LKW, DDN, JMT

It is an ongoing O&M process.

Misc19 UNBILLED ACCOUNTS

Unbilled accts due to migration issues are apprx 400 in DDN, 1000 in JMT & 2400 in LKW SSA

List has been shared with the SSA for correction and update. SSA's to revert. There is no migration issue here.

Misc20 RECONCILIATION: CRM-BILLING

Pending Reconciliation of the CRM, Billing, etc in the CDR system

This is being done as a post migration Task.

Misc08 Provision of Admn password to SSA for resolving day to day issues

Rights like reset password have been given.

L1 support from SSA level is to be enabled by ITPC in consultation with Circle just like that enabled in south zone already. See Above.

Methodology of this Document:

Issues come from migrated SSAs. They are entered in Circle Issues – Post Migration.xls file. Each Circle issue has an absolute number. These issues are entered in this file where the same issues are converged. The remarks column indicates the current status of the issue.

CHANGE HISTORY:

V 1.0 – Started from Document generated by IT-Cell, BSNL CO after HYD mtg on 01-02-apr-10 on 122 issues. Issues are classified application wise by CGMIT.

V 1.1 – Comments of GMF incorporated

V 1.2 – Comments on Issue resolved from Prasad.


V1.3- TCS Delta NW added. Broadband separated.

V1.4-Annexure B (VBS) incorporated. DDN Issues included.

V1.5-Comments by Ramchand on TN, KA issues and by Prasad on 24-apr release included


Cdr Project Feature Issue List-tks-V1 5

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Transcript of Cdr Project Feature Issue List-tks-V1 5