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Call Management System
A Report Submitted
(In partial fulfillment of the award for thedegree of)
MCA
Submitted By:
ANUPRIYA SINGH0411624405
(MCA)
(Session 2005-2008)
School Of Computer ScienceNo. 3, Lodhi Estate,New Delhi-110003
Under the Guidance of
Mr. Rajendra Prasad(Senior System Analyst)
National Informatics Centre
A-Block, CGO Complex
Lodhi Road
New Dellhi-110003
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GOVERNMENT OF INDIAMINISTRY OF COMMUNICATIONS & INFORMATION TECHNOLOGY
DEPARTMENT OF INFORMATION TECHNOLOGY
National Informatics Centre
This is to certify that ANUPRIYA SINGH, ID.N0 10575,a student of MCA from
SCHOOL OF COMPUTER SCIENCE, IP UNIVERSITY has done her full-semester
project training at TRAINING Division, NIC, New Delhi, from JAN 08 to JUNE 08.
The project work entitled CALL MANAGEMENT SYSTEM embodies the
original work done by her during her above full semester project training period.
Project Guide/HOD Head,Training Division
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ACKNOWLEDGEMENT
It is a great sense of satisfaction and a matter of privilege to me to work at
National Informatics Center, New Delhi. I wish to express my heartiest thanks to
Training Division for providing me the opportunity to under go training in the
esteemed organization.
It is my pleasure to thank Dr. S. C. Gupta, Head Training Division (NIC), to
whom I owe a lot for giving me an opportunity to do my training in this
organization.
My heartfelt thanks to Mr. Rajeev Rathi, Technical Director, who accepted me
as a project trainee in his group and helping in the projects with words of
encouragement and has shown full confidence in my abilities.
The project would not have been a success without the valuable guidance of Mr.
Rajendra Prasad, Senior System Analyst,who rendered all sorts of help as and
when required.
Anupriya Singh
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ABSTRACT
Project Title: Call Management System
Call Management System will provide the smooth technical support in solving the
problems of the end users. Earlier, when the problem came up, end user contacts the
project leader or the person who has developed the product, but now, end user can
lodge their complaints at the centralized call centre & get the solution to their
problems through email or telephone.
This project is web-based application. The main idea of this project is to record the
details of the end-user, their problems, & the action taken by various experts in
solving/resolving those problems.
The project report consists of two major phases. In the first phase, along with the
information regarding the organization, the project assigned to me has been
mentioned. Second phase provide an insight into the development process involved.
The first chapter gives the information regarding National Informatics Centre
(NIC). It also gives brief introduction about the project & its objective.
The next chapter is on Requirement Analysis, which is mainly concerned with
study of various requirements. It includes DFD, ER Diagram & Database Design. It
also includes feasibility study of the system.
The next chapter is on System Design, which is concerned with detailed System
Specification (DSS). It includes structure chart, interface design, validation checks &
use case diagram.
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The next chapter is on Testing, which consist of various test cases performed in the
system.
The next chapter is on Platform/Tool used, which describes the various hardware &
software requirements of the system.
The last chapter is regarding Conclusion about the above-mentioned project.
In the end, Appendix is attached which includes Definitions & notations used.
Then Reference is attached which includes a list of books and sites used during the
system development.
Hardware Interface:
Pentium IV Processor, 1 GB RAM, 20 GB HDD
Tools & Technologies used:
. Net framework 2.0, Microsoft Sql Server 2000 Professional, Microsoft Windows
XP
Keywords:
Call Management System, Asp.Net, Sql Server 2000, VB.net, National Informatics
Centre, NIC, CMS, etc.
NIC Division:
Training Division
Name of Student Trainee:
Anupriya Singh
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ID -10575
Jan,08 June,08
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TABLE OF CONTENT
(In partial fulfillment of the award for the degree of)..............1
..............................................................................2
...................................................................................................................2
National Informatics Centre..................................................................................2
Anupriya Singh.........................................................................................................3
TABLE OF CONTENT..........................................................................7
..................................................................................................................7
DFD NOTATIONS USED:....................................................................................80
External Entities/Terminator ..................................................................................80
These lie outside of the system being modelled. Terminators represent where the
information comes from & where it goes. In designing a system, we have no idea
about what these terminators do or how they do it.................................................80
Processes.................................................................................................................80Modify the inputs in the process of generating the outputs....................................80
Data Stores..............................................................................................................80
Represent a place in the process where data comes to rest. A DFD does not say
anything about the relative timing of the processes, so a data store might be a place
to accumulate data over a year for the annual accounting process.........................80
Data Flows..............................................................................................................80
Represents how data moves between terminators, processes, & data stores (those
that cross the system boundary are known as IO or Input Output Description).....80
Symbols used for DFD:..........................................................................................81
ER Diagram:.......................................................................................................82
Symbols used for ER Diagram:..........................................................................84
Interface Testing / Unit Testing...........................................................89
Performance Testing...........................................................................................91
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CHAPTER 1
INTRODUCTION
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1.1 ABOUT THE ORGANIZATION
NATIONAL INFORMATICS CENTRE
National Informatics Centre (NIC) of the Department of Information Technology is
providing network backbone and e-Governance support to Central Government,
State Governments, UT Administrations, Districts and other Government bodies. It
offers a wide range of ICT services including Nationwide Communication Network
for decentralized planning, improvement in Government services and wider
transparency of national and local Governments. NIC assists in implementing
Information Technology Projects, in close collaboration with Central and State
Governments, in the areas of (a) Centrally sponsored schemes and Central sector
schemes, (b) State sector and State sponsored projects, and (c) District
Administration sponsored projects. NIC endeavours to ensure that the latest
technology in all areas of IT is available to its users.
NIC Headquarters is based in New Delhi. At NIC Headquarters, a large number of
Application Divisions exist which provide total Informatics Support to the Ministries
and Departments of the Central Government. NIC computer cells are located in
almost all the Ministry Bhawans of the Central Government and Apex Offices
including the Prime Ministers Office, the Rashtrapati Bhawan and the Parliament
House. Apart from this, NIC has various Resource Divisions at the Headquarters
which specialize into different areas of IT and facilitate the Application Divisions as
well as other NIC Centres in providing state-of-the-art services to the Govt.
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At the State level, NICs State/UTs Units provide informatics support to their
respective State Government and at the District level lie the NIC District Informatics
Offices.
NIC has conceptualised, developed and implemented a very large number of projects
for various Central and State Government Ministries, Departments and
Organisations. Many of these projects are continuing projects being carried out by
various divisions of NIC at New Delhi Headquarters and State/District centres
throughout the country. Some of the most important note worthy projects, which
offer a glimpse of the multifaceted, diverse activities of NIC, touching upon all
spheres of e-governance and thereby influencing the lives of millions of citizens of
India is given below:
Agricultural Marketing Information Network (AGMARKNET)
Central Passport System
Community Information Centres (CICs)
Computerized Rural Information Systems Project (CRISP)
Court Information System (COURTIS)
Department of Agriculture Network (DACNET)
Examination Results Portal
India Image
Land Records Information System (LRIS)
National Hazardous Waste Information System (NHWIS)
Spatial Data Infrastructure (SDI)
Training
Video Conferencing
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Website of NIC http://indiaimage.nic.in/
1.2 INTRODUCTION TO THE PROBLEM
NIC undertakes many projects, which are accomplished by Govt. officials from
various Ministries/department on relevant & thrust areas of IT. During the project
development, implementation and afterwards, if any problem occurs, end user
contacts the project leader for technical support.
There is no central location where end user of the system can lodge complain and
monitor the projects progress.
In order to provide smooth technical support and timely resolve the issues, it is felt
that
There should be a centralized call centre, where the end user can lodge their
complaints and get the solutions to their problems through e-mail or
telephone.
These problems should be handled and managed by the experts who are
meant for these purposes.
The progress status of the problem should be properly maintained.
.
.
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1.3 OBJECTIVE
To develop a proper call lodging system, for a NIC centralized call centre, where the
end user can lodge their complaints and get the solutions to their problems through e-
mail or telephone.
The intended audiences of this project are the development team, the testing team
and the end users of the product.
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1.4 THE ENVISIONED SYSTEM
This System will provide the smooth technical support in solving the problems of the
end users. Earlier, when the problem came up, end user contacts the project leader or
the person who has developed the product, but now, end user can lodge their
complaints at the centralized call centre & get the solution to their problems through
email or telephone.
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1.4.1 Proposed System Features :
1.4.1.1 A centralized database is used to store records. Centralized data storage
will help in faster data access & in implementing security measures to
secure data stored.
1.4.1.2 Registration of the callers information & their problems.
1.4.1.3 Automatic generation of callers registration number & complaint
number.
1.4.1.4 New, pending & solved problems can be viewed.
1.4.1.5 The list of actions can be viewed by selecting the complaint number.
1.4.1.6 The problem is forwarded to the selected expert through e-mail.
1.4.1.7 The callers information & his/her problem can be updated.
1.4.1.8 The status of the problem gets updated depending upon the action taken.
1.4.1.9 Automatic generation of E-mail format that has to be sent to the expert.
1.4.1.10 The caller can easily know the status of their problems through e-mail or
telephones.
1.4.1.11 The Centralized call centre will send the status of the callers problem to
the callers email.
1.4.1.12 The email format can be viewed & hard copy can be taken, if necessary.
1.4.1.13 Maintaining the project, expert & project-expert details.
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1.4.1.14 Creation of new users to access the functionalities & features of the
system.
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1.4.2 Proposed System Module
1.4.2.1 A login module to verify the credentials of users before granting them
rights to access or modify data. This will ensure the security of the data.
1.4.2.2 A new call registration module:
1.4.2.2.1 To store the details of the callers & their problems.
1.4.2.2.2 To search the callers information based on registration number, mobile
number, landline number& email-Id.
1.4.2.3 A call status module to view the progress or status of the problems.
1.4.2.4 An action taken module:
1.4.2.4.1 To view the action taken against the particular problem.
1.4.2.4.2 To update the status of the problem.
1.4.2.4.3 To update the callers & their problem information.
1.4.2.5 An expert level module to send the details of the caller & his/her problem
to the selected expert through e-mail.
1.4.2.6 A show details module to view the format of the sent e-mail & to take the
print out, if required.
1.4.2.7 An expert module to add, modify & delete experts details.
1.4.2.8 A project module to add, modify & delete projects details.
1.4.2.9 A project-expert module to add, modify the project& their experts details.
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1.4.2.10 A create new user module to authenticate & authorize new users to access
the system.
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1.4.3 System Architecture
This system follows the 3 tier architecture
1.4.3.1 Presentation tier: Consisting of Asp. Net & HTML. HTML pages can be
used for accepting the data & displaying the final results to the
users.Asp.Net can be used to manage application flow depending upon
user requests.
1.4.3.2 Business Logic Layer: Consisting of VB.Net. It contains the logic to
implement the various operations in managing the application & database
connections.
1.4.3.3 Data tier: Consisting of Sql Server 2000 database to store the relevant
data.
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CHAPTER 2
REQUIREMENT
ANALYSIS
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2.1 FEASIBILITY STUDY
The aim of a feasibility study is to see whether it is possible to develop a system at a
reasonable cost or not and after that a decision is taken whether to proceed or not.
Four key considerations are involved in the feasibility analysis:
2.1.1 Technical Feasibility:
Technical feasibility centres on the existing computer system (hardware or
software etc) and to what extent it can support the proposed addition.
This CMS software is technically feasible. The primary technical requirement
includes the availability of Windows 2000 or higher version of operating
systems installed in the network. SQL Server is also required which was
already installed. To develop programs VB.NET 8.0 was required which was
also available. Reliability, access power and data security was also available.
Thus, through all the ends technical feasibility was met.
2.1.2 Economic Feasibility:
Most commonly known as cost benefit analysis, the procedure is to determine
the benefits and savings that are expected from the candidate system and
compare them with costs. If benefits outweigh costs, then the decision is
made to design and implement the system. Otherwise, further justification or
alterations in the proposed system will have to be made if it is to have a
chance of being approved.
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This application provides the necessary information to the user such as how
to enter the information regarding different operations performed on the
database. The application was planned in such a way that no prior knowledge
was required to go through the various operations. The user just needed to
have the basic knowledge of computers.
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2.2 DATA FLOW DIAGRAM
2.2.1
2.2.2 Zero Level DFD
23
Administrator
Project-Expert info. Entry
Call Management
System
Caller info. Entry
Problem info. Entry
User Account
maintenance
Project info. Entry
Expert info. Entry
Caller
Info.Generated
Problem
info.Generated
Call status
info.Generated
Project
Info.Generated
Expert
Info.
Generated
Project-Expert
info.Generated
Call
Entry
Operator
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2.2.3 One Level DFD
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2.2.4 Two Level DFD
2.2.4.1 USER ACCOUNT MAINTAINENCE
25
User Account Info.
Administrator
Display
User
Account
info.
Validate/
Process
User info.
Access user info.
Enter / Update / Deleteuser info.
Retrieve user info.
Update / Delete user info.
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2.2.4.2 LOGIN
26
Login
Call Entry
operator
Administrator
Enter uid, pwd
Enter uid, pwd
User Account Info
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2.2.4.3 CALLER INFO. MANAGEMENT
27
DisplayCaller Info.
Validate /
Process
Caller Info
Call entry
operator
Access CallerInfo
Enter / Update
Caller Info.
Caller details
Retrieve caller info.
Update caller info
CallerDetails
generated
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2.2.4.4 PROBLEM INFO. MANAGEMENT
28
Display
Problem
Info.
Validate/
Process
Problem
Info.
Call entryoperator
Access ProblemInfo
Enter problemInfo
Problem details
Retrieve problem info.
ProblemDetails
generated
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2.2.4.5 EXPERT INFO. MANAGEMENT
2.2.4.6
2.2.4.7
2.2.4.8
2.2.4.9
29
Display
Expert Info.
Validate/
Process
Expert info.
Administrator
Access ExpertInfo
Enter / Update / DeleteExpert info
Expert details
Retrieve Expert info.
Update / DeleteExpert info.
ExpertDetails
generated
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2.2.4.10 PROJECT INFO. MANAGEMENT
30
Display
Project
Info.
Validate/
Process
Project
Info.
Administrator
Access Project
info.
Enter Project info.
Project details
Retrieve project info.
Projectdetails
generated
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2.2.4.11 PROJECT-EXPERT INFO. MANAGEMENT
31
Display
Project
Expert
info.
Validate/
Process
Project-
Expert
Info.
Administrator
Access Project-Expert info.
Enter / update
Project-expertinfo.
Project-Expert details
Retrieve project-Expert info.
Project ExpertDetailsgenerated
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2.2.4.12 CALL STATUS MANAGEMENT
32
Display
Call Status
Info.
Validate/
Process
Call Status
Info.
CallEntry Operator
Access CallStatus info
Update CallStatus info.
Call Status details
Retrieve Call Status info.
Call StatusDetails
Generated
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2.2.4.13 ACTION TAKEN MANAGEMENT
33
Display
Action
Taken
Info.
Validate/
Process
Action
Taken
Info.
CallEntry Operator
Access ActionTaken info
Update ActionTaken info.
Action taken details
Retrieve Action taken info.
ActionTaken
DetailsGenerated
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2.2.4.14 EXPERT LEVEL MANAGEMENT
34
CallEntry
Operator
Display
Expert
Level Info.
Project-Expert details
Retrieve expert Level info.
Sent Email
DetailsGenerated
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2.3 ER DIAGRAM
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2.4 DATABASE DESIGN
2.4.1 Caller Detail
36
Entity Name Caller_detail
Entity Description
This caller_detail table stores all necessary details of
caller.
S.No Attribute Type Length Key/constraints Description
1 Registration_no Char 11 Primary key Registration number
2 Mobile_no Char 11 Null Callers Mobile number
3 Landline_no Char 14 Null Callers Landline number
4 Email Char 50 Null Callers Email Id
5 Name Char 50 Not null Callers Name
6 State Char 30 Null State name
7 District Char 30 Null District name
8 Block Char 30 Null Block name
9 Address1 Char 50 Null Callers Address
10 Pincode Char 6 Null Pincode
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2.4.2 State Detail
Entity Name State_detail
Entity Description
This state_detail table stores the details of state,block &
district
S.No Attribute Type Length Key/constraints Description
1 state_code Char 2 Not null Code of state
2 District_code Char 2 Not Null Code of district
3 Block_code Char 4 Not Null Code of block
4 Name Char 30 Not Null Name
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2.4.4 Project Detail
39
Entity Name Project_detail
Entity Description This project_detail table stores the details of the project
S.No Attribute Type Length Key/constraints Description
1 Project_code Char 7 Primary key Code of project
2 Main_project Varchar 25 Not Null Main projects name
3 Sub_project Varchar 50 Not Null Sub projects name
4 Problem_type Varchar 50 Not Null Problem types name
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2.4.5 Project-Expert Detail
40
Entity Name Project_Expert_detail
Entity Description
This project_expert_detail table stores the details of
expert corresponding to the project
S.No Attribute Type Length Key/constraints Description
1 Expert_code Char 11 Not Null Code of expert
2 Project_code Char 7 Not Null Code of project
3 Expert_Level Char 3 Not Null Level of expert
4 Project_Level Char 3 Not Null Level of project
5 Service_Status Char 1
Not Null/
default y
Experts service
status
6 Activate_date DateTime
7 Deactivate_date DateTime
8 Deactivate_remarks Text
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2.4.6 User Detail
2.4.7
41
Entity Name User_detail
Entity Description
This user_detail table stores all the necessary details of
various users.
S.No Attribute Type Length Key/constraints Description
1 Login_id Char 8 Primary key Login Id
2 Password Char 128 Not Null Password
3 User_id Char 11 Not Null Expert code
4 Role Char 24 Not Null Role of the user
5 Login_creation_date Datetime Not Null Date of login
created
6 Login_closed_date Datetime Null Date of login closed
7 Status Char 1
Not Null/ default
value y
Status of the user
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2.4.8 Action Taken Detail
2.4.9
42
Entity Name Action_taken_detail
Entity Description
This action_taken_detail table stores the actions taken by
the experts on the callers project problem
S.No Attribute Type Length Key/constraints Description
1 Registration_no Char 11 Not null Registration number
2 Complaint_no Char 11 Not Null Complaint number
3 Project_code Char 7 Not Null Code of project
4 Expert_action Text Not Null Action taken by expert
5 action_date Datetime Not Null Date of action
6 Expert_code Char 11 Not Null Code of expert7 Attached_file varchar 50 Not Null
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2.4.10Expert Detail
3.1
43
Entity Name Expert_detail
Entity Description This expert_detail table stores the details of the expert
S.No Attribute Type Length Key/constraints Description
1 Expert_code Char 11 Primary key Code of expert
2 Name Char 50 Not Null Name of expert
3 Organization Char 50 Not Null Experts organization
4 Email Char 50 Not Null Experts Email Id
5 LandlineNo Char 12 Null
Experts Landline
number
6 MobileNo Char 11 Not Null
Experts Mobile
number
7 Address Char 50 Not Null Experts address
8 Service_status Char 1
Not Null /
default y
Experts service status
9 Service_start_date Datetime Null
10 Service_end_date Datetime Null
11 Remarks Text
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3.2 STRUCTURE CHART
44
Login Page
Welcome Page
Project Create New UserClosed Call Project ExpertExpert Call StatusNew Call
Registration
Add/ SearchCaller detail/
Problem detail
Add /Modify/
Delete Expert
View Registration no.,Complaint no/ searched
caller detail
Add new userView closed
status calls
View Expert
Detail
View/selectCall Status
Add /ModifyProject
View Project
Detail
View Project-
Expert Detail
Add/ Modify
Project-Expert
View actiondetails
View/ select
expert, send mail
View sent
mail
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3.3 MODULE DESCRIPTION & VALIDITY CHECKS
3.3.1 Applications First Page
3.3.1.1 Description
This page authorizes the users to access the system based upon their login_id and
password provided in the textbox controls.
3.3.1.2 Validity Check
1) Login Id field cannot be blank.
2) Password field cannot be blank.
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3.3.2 Welcome Page
3.3.2.1 Description
This page displays the welcome message of the application when the user
successfully logged in.
3.3.2.2 Validity Check
No validity check applicable.
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3.3.3 New Call Registration page
3.3.3.1 Description
The call entry operator to register the call made by end user and store their problems
pertaining to the projects accesses this page.
3.3.3.2 Validity Check
1) The e-mail field should be in appropriate format.
2) The Mobile No field must contain digits only.
3) The Mobile No. Field must be of length 10 or 11.
4) The Pin code field must contain digits only.
5) The Pin code field must be of length 6.
6) The main Category field cannot be blank.
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7) The sub category field cannot be blank.
8) The problem Type cannot be blank.
9) The Subject field cannot be blank.
10) The state field cannot be blank.
11) The Name field cannot be blank.
12) The address field cannot be blank.
13) The address cannot contain more than 50 characters.
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3.3.4 Call Status Page
3.3.4.1 Description
This page displays the status of the problem, registered by end user. Status can be
new, pending,closed& escalated. New means no action has been taken.
Pending means problem is forwarded to first level expert. Closed means problem
is closed. Escalated means problem is forwarded to next levels of expert. Only Call
Operator has privileged to access this page.
3.3.4.2 Validity Check
No validity check applicable.
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3.3.5 Action Detail Page
3.3.5.1 Description
The call operator to edit the caller or problem details & to change the status of the
problem by taking appropriate action against the problem uses this page.
3.3.5.2 Validity Check
1) Call action must be selected.
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3.3.6 Expert Level Selection Page
3.3.6.1 Description
This page is used by the call operator to select the expert for solving / resolving the
problem & to forward the details of the caller & problem to the selected expert.
3.3.6.2 Validity Check
1) Expert must be selected from the grid.
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3.3.7 Call Sheet Page
3.3.7.1 Description
This page displays the email detail that has been sent to expert by call operator to
solve or resolves the problem. This page can be used to take hard copy of sent e-
mail.
3.3.7.2 Validity Check
No validity check is applicable.
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3.3.8 Project Expert Page
3.3.8.1 Description
This page is used to insert / modify the details of the experts who deal with projects
problems corresponding to the project assigned to them. Only administrator has
privileged to access this page.
3.3.8.2 Validity Check
1) Main project must be selected.
2) Expert name must be selected.
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3.3.9 Project Page
3.3.9.1 Description
This page is accessed by the administrator to insert, delete and modify the details of
project as desired.
3.3.9.2 Validity Check
1) Main project must be selected or entered.
2) Sub project must be selected or entered.
3) Problem type must be selected or entered.
4) Main project cannot be blank.
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3.3.10Expert Page
3.3.10.1 Description
The administrator to insert, delete and modify the experts details as desired accesses
this page
3.3.10.2 Validity Check
1) The name field cannot be blank.
2) The organization field cannot be blank.
3) The e-mail field should be in proper format.
4) The address field cannot be blank.
5) The mobile number field cannot be blank.
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3.3.11Closed Call Page
3.3.11.1 Description
This page displays the problems with closed status only. Call operator has
privileged to access this page.
3.3.11.2 Validity Check
No validity check is applicable.
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3.3.12Create New User Page
3.3.12.1 Description
This page is used to create new users, who will access the system based upon their
assigned roles. Only administrator has privileged to access this page.
3.3.12.2 Validity Check
1) Login Id cannot be blank.
2) Password cannot be blank.
3) Confirm password field should match the password field.
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3.2 USE CASE DIAGRAM
58
Administrator
System
Call Entry Operator
Maintain Problem
Details
Maintain Project Details
Login
Maintain User Account
Maintain Project Expert Details
Maintain Expert Details
Forward Problem to Expert
Maintain Call Status
Maintain Caller
Details
Select Expert to solve the problem
Takes Printout of Sent Mail
Generates E-mail format
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4.1TEST PLAN & TEST RESULT
4.1.1 Login page
ID Objective Steps Test data Result
TC a1
To check the
functionality ofLogin
page.
Enter the
address of the
specified
website.
-
The Login
page of
website should
appear.
TC a2
Enter the
username &
password for
login.
Username,
Password
The login
should be
successful.
TC a3
Enter wrong
username and
password.
Username,
Password
Error message
Check your
username
Should appear.
TC a4
Enter wrong
username and
correct
password.
Username,
Password
Error message
Check your
username
Should appear.
TC a5
Enter correct
username and
wrong
password.
Username,
Password
Error message
Check your
password
should appear.
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ID Objective Steps Test data Result
TC a6
Enter
username and
leave password
field blank.
Username
Please enter
password
validation
should appear.
TC a7
Enter
password and
leave
username
blank.
Password
Please enter
username
validation
should appear.
TC a8
Enter correct
username,
password and
click submit
button.
Username,
Password
The welcome
should appear.
TC a9
Enter
username,
Password and
click cancel
button.
Username,
Password
The textboxes
should get
reset.
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4.1.2 New Call Registration page
ID Objective Steps Test data Result
TC-b1
To check the
functionality of New
Call Registration
Page.
Click the tab
New Call
Registration
available at the
side of the
page.
-
The New Call
Registration
page should
appear.
TC-b2
Fill the entries
and click
Cancel button.
Name, mobile
no, etc.
The textboxes
and dropdowns
should get
reset.
TC-b3
Fill the entries
and click
Submit button.
Name, mobile
no, etc.
The details
should be
inserted and
automatic
registration
number and
complaint
number should
be generated.
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ID Objective Steps Test data Result
TC-b4
Click the new
call button.-
The fields
should be
available for
entering new
details.
TC-b5
Fill one of the
entries and
click search
button.
Name, mobile
no, landline
no, email.
The
corresponding
record should
be shown.
4.1.3 Call Status Page
ID Objective Steps Test data Result
TC-c1
To check the
functionality of the
Call Status page.
Click the tab
Call Status
available at the
side of the
page.
-
The Call Status
screen should
appear.
ID Objective Steps Test data Result
TC-c2 Select one of
the records in
- The Action
Taken Detail
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the grid.
page should
appear with
selected
record.
4.1.4 Action Taken Details Page
ID Objective Steps Test data Result
TC-d1
To check the
functionality of the
Action Taken details
page.
Click the
Closed option
on the page.
-
The Call Status
Page should
appear & the
status of the
call should get
closed.
TC-d2
Click the Edit
option on the
page.
The required
fields should
get enabled to
edit.
ID Objective Steps Test data Result
TC-d3
Click the New
Action option.-
The current action
field should get
enabled as
desired.
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TC-d4
Click the
Forward option
on the page.
The expert level
page should
appear, with
selected details &
the level1 experts
list.
TC-d5
Click the
Escalated option
on the page.
The expert level
page should
appear, with
selected details &
the list of higher
level experts.
TC-d6
Click the
Abandon option
on the page.
The Call Status
Page should
appear & the
status of the call
should get
abandoned.
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4.1.5 Expert Level Page
ID Objective Steps Test data Result
TC-e1
To check the
functionality of
the Expert Level
page.
If the call is
forwarded from
call status page,
click the level1
option to select
the expert.
-
The level1 expert
list should get
enabled.
TC-e2
Select the expert
from the grid.
The selected
expert name
should get
displayed.
TC-e3
Click the send
mail button.
The mail should
be sent to expert,
caller & Tech
Support e-mail
ids.
TC-e4
Click the send
mail button.
Remove
expert email
id.
Message should
get displayed No
expert Email Id
available
TC-e5
Click the print
button
The sent e-mail
details should be
viewed.
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ID Objective Steps Test data Result
TC-e6
Click the print
button. -
The call sheet
page should
appear.
TC-e7
If the call is
escalated from
call status page,
click the level2
option to select
the expert.
The level2 expert
list should get
enabled.
4.1.6 Expert Page
ID Objective Steps Test data Result
TC-f1
To check the
functionality of
the Expert page.
Click the expert
tab available at
the side of the
page.
-The expert page
should appear.
TC-f2
Click the Edit
button on the
form.
The required
fields should get
enabled to edit.
ID Objective Steps Test data Result
TC-f3 Click the delete
button on the
- The selected
expert should get
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form. deleted.
TC-f4
Click the new
button on the
form.
A form should
appear to insert
new expert details.
TC-f5
Leave Name
field blank while
inserting.
Validations should
appear Name
field cannot be
blank.
TC-f6
Leave
Organization
field blank while
inserting.
Validations should
appear
Organization
field cannot be
blank.
TC-f7
Leave Address
field blank while
inserting.
Validations should
appear Address
field cannot be
blank.
TC-f8
Leave Mobile
field blank while
inserting.
Validations should
appear Mobile
field cannot be
blank.
ID Objective Steps Test data Result
TC-f9
Enter Email ID
field in wrong
format.
-
Error message
Enter correct
email id should
appear.TC-f10 Leave Email Id An Expert detail
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field blank &
rest fields filled
while inserting.
should get
inserted.
4.1.7 Closed Call Page
ID Objective Steps Test data Result
TC-g1
To check the
functionality of
the Closed Call
page.
Click the closed
call tab available
at the side of the
page.
-Closed Call page
should appear.
TC-g2
Click the closed
call tab available
at the side of the
page.
All the calls with
closed status
should appear.
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4.1.8 Project Page
ID Objective Steps Test data Result
TC-h1
To check the
functionality of
the Project page.
Click the project
tab available at
the side of the
page.
-Project page
should appear.
TC-h2
Click insert
button without
selecting any
field.
Validation should
appear main
project cannot be
blank.
TC-h3
Click the main
project
dropdown and
dont select any
option.
Validation should
appear Main
project must be
selected or
entered.
TC-h4
Click the sub
project
dropdown &
dont select any
option.
Validation should
appear Sub
project must be
selected or
entered.
TC-h5
Click the Cancel
button.
All the fields
should be reset.
ID Objective Steps Test data Result
TC-h6 Click the
Problem type
- Validation should
appear Problem
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dropdown &
dont select any
option.
Type must be
selected or
entered.
TC-h7Click the edit
button.
The grid should be
displayed.
TC-h8
Click the edit
button in the
grid.
The required
fields should get
enabled to be
edited
TC-h9
Click the cancel
button in the grid
The fields should
get read only.
4.1.9 Project-Expert Page
ID Objective Steps Test data Result
TC-i1
To check the
functionality of
the Project-
Expert page.
Click the
project-expert
tab available at
the side of the
page.
-
The project-
expert page should
appear.
ID Objective Steps Test data Result
TC-i2
Click the refresh
button.
-
The fields should
get refreshed/
cleared.
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TC-i3
Click the submit
button without
selecting Expert
name field.
Validation should
appear Expert
name must be
selected.
TC-i4
Click the edit
button.
The required grid
should be
displayed.
TC-i5
Click the submit
button without
selecting Main
Project field.
Validation should
appear Main
Project must be
selected.
TC-i6
Click the edit
button in the
grid.
The field should
get enabled to be
edited.
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4.1.10 Create New User Page
ID Objective Steps Test data Result
TC-j1
To check the
functionality of
the Create New
User page.
Click the Create
New User tab
available at the
side of the page.
-
The Create New
User page should
appear.
TC-j2
Click the Cancel
button.
The field should
get reset.
TC-j3
Do not fill any
entry & click
submit button.
Validations should
appear: Login Id
cannot be blank
&
Password cannot
be blank.
TC-j4
Do not fill Login
name field &
click submit
button.
Password,
Confirm
Password
Validation should
appear: Login Id
cannot be blank.
TC-j5
Do not fill
Password field &
click submit
button.
Login name,
Confirm
Password
Validation should
appear:
Password cannot
be blank.
ID Objective Steps Test data Result
TC-j6 Do not fill
Confirm
Login name,
password
Validation should
appear: Confirm
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Password field,
& fill password
field & click
submit button.
password field
should match the
password field.
TC-j7
Enter different
Confirm
Password &
Password field &
click submit
button.
Login name,
Password,
Confirm
Password
Validation should
appear: Confirm
password field
should match the
password field.
TC-j8
Enter correct
data & click
submit button.
Login name,
Password,
Confirm
Password
Message should
display: login
successfully
created.
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5.1 PLATFORM / TOOLS USED
5.1.1 Hardware Requirement
For Developer:
PC with 500 megahertz or higher processor clock speed
recommended
1 GB RAM
10 GB hard disk.
Super VGA (1024X768) or higher-resolution video
adapter and monitor.
CD-ROM or DVD drive.
Keyboard and Microsoft Mouse or compatible pointing
device.
For application server:
4GB
80 GB hard disk
PC with 500 megahertz or higher processor clock speed
Client Desktop:
500 MHz or above Processor
512 MB or above RAM.
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5.1.2 Software Requirement
For developer:
Visual studio as development tool
SQL SERVER 2000 professional as database.
Any windows-based operating system (2000/XP)
IE 6.0 Browser
For application server:
Windows 2000 server
IIS server 6.0
SQL Server 2000
Client Desktop:
OS: Windows (98, NT, XP, 2000, 2003, Vista)
Browser: Internet Explorer 6.0 or above
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6.1 CONCLUSION
The final product is web application which will provide an interface, which in turn
will make problem recording much less difficult & time consuming. It requires little
or no time at all to see the status of various problems, as well as make this process
more manageable in the long run.
The software product Call Management System will enhance and simplify the
work of the NICs employees and will easily resolve the problems of the end user
through proper communication & without delay.
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6.2 FUTURE SCOPE OF THE PROJECT
Till now, this software is used to monitor only 3 projects, but, in future, more
projects can be monitored.
Addition of other future functionalities, like online registration of the problems can
be implemented.
Login Ids to the end-users can be provided so that they can see the progress status of
their problems.
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6.3 LIMITATION
6.3.1 Being a web based project requiring a web server to be used to deploy the
application, sometimes due to network issues the project might not run
properly.
6.3.2 Debugging the web application is a tedious task.
6.3.3 There is no online registration of problem feature which can be highly
beneficial for the end-user to describe his/her problem.
6.3.4 It will be very difficult for the person, to tell all the details of himself like
address, mobile number etc & the details of the problem on phone.
.
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APPENDIX
DFD:
A Data Flow Diagram (DFD) is a graphic representation of the "flow" of data
through business functions or processes. More generally, a data flow diagram is used
for the visualization of data processing. It illustrates the processes, data stores, and
external entities, data flows in a business or other system and the relationships
between these things. Physical DFD's represent physical files and transactions, while
logical or conceptual DFD's can be used to represent business functions or processes.
Data Flow Diagrams (DFDs) are a graphical/representation of systems and systems
components. They show the functional relationships of the values computed by a
system, including input values, output values, and internal data stores. It's a graph
showing the flow of data values from their sources in objects through
processes/functions that transform them to their destinations in other objects. Some
authors use a DFD to show control information, others might not. A DFD can be
seen as a method of organizing data from its raw state.
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DFD NOTATIONS USED:
External Entities/Terminator
These lie outside of the system being modelled. Terminators represent where the
information comes from & where it goes. In designing a system, we have no
idea about what these terminators do or how they do it.
Processes
Modify the inputs in the process of generating the outputs.
Data Stores
Represent a place in the process where data comes to rest. A DFD does not say
anything about the relative timing of the processes, so a data store might be a
place to accumulate data over a year for the annual accounting process.
Data Flows
Represents how data moves between terminators, processes, & data stores (those that
cross the system boundary are known as IO or Input Output Description).
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Symbols used for DFD:
An Open rectangle is used to represent a DataStore.
The rectangle is used to represent the Data Source /
Data Destination within the system.
The arrow is used for showing the Data Flow in the
system.
Ovals are used for showing the Process of the
system.
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ER Diagram:
Data models are tools used in analysis to describe the data requirements and
assumptions in the system from a top-down perspective. It is a major data
modeling tool & will help organizing the data in our project into entities &
define the relationship between the entities. They also set the stage for the
design of databases later on in the SDLC.
The Entity-Relationship model is a data model for high-level descriptions of
conceptual data models, and it provides a graphical notation for representing such
data models in the form of entity-relationship diagrams. Such data models are
typically used in the first stage of information-system design; they are used, for
example, to describe information needs and/or the type of information that is to be
stored in the database during the requirements analysis.
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Basic elements in ER models:
Entities:
A data entity is anything real or abstract about which we want to store the data.
Entity type falls into five classes: roles, events, location, tangible things or
concepts.
Attributes:
A data attribute is a characteristic common to all or most instances of a particular
entity. An attribute or combination of attributes that uniquely identifies one
& only one instance of an entity is called primary key or identifier.
Relationships:
Relationship provides the structure needed to draw information from multiple
entities. It is a natural association that exists between one or more entities.
Cardinality:
Cardinality defines the number of occurrences of one entity for a single occurrence
of related entity.
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Symbols used for ER Diagram:
Rectangles are used for showing the Entities in the
database design.
Ovals are used to represent the Attributes of a
relation or entity.
Rhombus is used for representing the Relationship
between entities.
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UML Diagram:
The Unified Modelling Language is a standard language for specifying, visualizing,
constructing &documenting the artifacts of software system, as well as for business
modelling & other non-software system.
The UML design process involves creation of various graphical or text based
documents. In UML, these documents are called artifacts & they describe the outputs
of a step in the process. The UML design process has two main parts:
Analysis-What the problem?
Design-How should the problem be solved?
The reason for this analysis & design process is to allow the project to be broken
down into component parts which provide the following project characteristics:
Detail is hidden.
The system is modular.
Components are connected & interact.
Layer complexity.
Components may be reusable in other products.
Variations on a theme.
A use case diagram is a diagram that shows the relationships among actors & use
cases within a system. Use case diagram are often used to:
Provide an overview of all parts of the usage requirements for a system or
organization in the form of an essential model or a business model.
Communicate the scope of a development project.
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Use case diagram would consist of:
Use cases:
A use case is a description of a system's behaviour as it responds to a request that
originates from outside of that system. The use case technique is used in software
and systems engineering to capture the functional requirements of a system. Use
cases describe the interaction between a primary actorthe initiator of the
interactionand the system itself, represented as a sequence of simple steps.
Actors:
Actors are something or someone which exists outside the system under study, and
that take part in a sequence of activities in a dialogue with the system, to achieve
some goal. They may be end users, other systems, or hardware devices. Each use
case is a complete series of events, described from the point of view of the actor.
Relationships:
There are several types of relationship that may appear on a use case diagram:
An association between an actor & a use case.
An association between two use cases.
A generalization between two actors.
A generalization between two use cases.
System Boundary:
The rectangle around the use cases is called the system boundary box & as the name
suggests it indicates the scope of your system the use case inside the rectangle
represent the functionality that you intend to implement.
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Symbols used for Use Case diagram:
The ovals are used to show use case.
The rectangle is used to show system boundary.
This is used to show an actor.
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TESTING:
In a software project, errors can be injected at any stage during development.
Because code is the only product that can be executed frequently & whose actual
behavior can be observed, testing is the phase where the remaining errors from all the
previous phases must be detected. Testing performs a critical role for quality
assurance & for ensuring the reliability of software. During testing, the program to be
tested is executed, with a set of test cases, & the output of the program for the test
cases is evaluated to determine if the program is performing as expected.
Due to this approach, dynamic testing can only ascertain the presence of errors in the
program; the exact nature of errors is not usually decided by testing.
Testing a large system is a complex activity, so for a project, incremental testing is
generally performed, in which components & subsystems of the system are tested
separately before integrating them to form the system for system testing.
Testing is a procedure to execute a program with the intent of finding errors. Testing
is an important part of the software development process, to detect bugs, improve
software design and to reduce usability problems. There are a number of test
techniques such as the traditional unit, system, integration and acceptance tests, and a
large number of software tools which support testing in different ways. Testing flow
proceeds from left to right and from top to bottom, user visible elements of the web
application design are tested first followed by infrastructure design element.
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Testing Objectives
Testing is a process of executing a program with the intent of finding errors. A good
test case is one that has a high probability of finding an as yet undiscovered error. A
successful test is one that uncovers an undiscovered error.
Testing Principle
All tests should be traceable to the customers requirements.
Tests should be planned long before the testing begins.
Testing should begin in the small & progress towards the large.
Exhaustive testing is not possible.
Interface Testing / Unit Testing
The overall strategy for interface testing is to:
Uncover errors related to specific interface mechanisms. For e.g. errors in the
proper execution of a menu link or the way the data is entered in the form.
Uncover in the way the interface implements the semantics of navigation,
web application functionality, or content display.
To accomplish this strategy, a number of objectives must be achieved:
Interface features are tested to ensure that design rules, aesthetics and related
visual content are available for the user without error.
Individual interface mechanisms are tested that are equivalent to unit testing.
Each interface is tested to ensure that it performs the requisite task.
The interface is tested within a variety of environments to ensure that it will
be compatible.
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Navigation Testing
The job of this testing is:
To ensure that the mechanisms that allow the web application user to travel
through the web application are all functional and
To validate that each navigation semantic unit can be achieved by the
appropriate user category.
The first phase of navigation testing actually begins during Interface Testing.
Navigation mechanisms are tested to ensure that each performs its intended function.
Following navigation mechanisms should be tested:
1) Navigation links: Internal links within the web application, external
links to other web application should be tested to ensure that proper
content or functionality is reached when the link is chosen.
Integration Testing
The purpose of unit testing is to determine that each independent module is correctly
implemented. This gives little chance to determine that the interface between
modules is also correct, and for this reason integration testing must be performed.
One specific target of integration testing is the interface: whether parameters match
on both sides as to type, permissible ranges, meaning and utilization.
The individual modules were aggregated one by one and functional testing was
performed. The integrated product was considered as a black box and the output
(report) is generated depending upon the data present in the flat files.
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System Testing
Software is to be incorporated with other system components (e.g. new hardware,
information), and thus a series of special tests are to be conducted. Many times,
software products are designed to run on a variety of hardware configurations. The
software should actually be tested on much different hardware set ups, although the
full range of memory, processor, operating system, and peripheral possibilities may
be too large for complete testing. There are many types of specifications and we
should be aware of those as we perform system testing. During system testing, we
should evaluate a number of attributes of the software that are vital to the user. These
attributes represent the operational correctness of the product. Some of the attributes
tested are:
Usable: The product is convenient and easy to use. A nave user can also
compare the flat files by browsing the files from their computer and selecting
the corresponding interface. User can also add the new interface and can also
make modifications in the existing interface.
Secure: Only the authorized user is able to use this tool.
Compatible: The product runs correctly using YUI_EXT Library, works
correctly in conjunction with existing software.
Performance Testing
Performance testing is used to uncover performance problems that can result from
lack of server-side resources, inappropriate network bandwidth, inadequate database
capabilities, faulty or weak operating system capabilities, poorly designed web
application functionality, and other hardware and software issues that can lead to
degraded client-server performance.
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REFERENCES
1) Wrox Professional ASP.NET 2.0
2) NIC s website elearning.nic.in (for student trainee)
3) Software Engineering By K.K. Aggarwal
4) www.google.co.in
5) Database Management Systems By Korth
http://www.google.co.in/http://www.google.co.in/