SERVICE CALL PROCESSING SYSTEM

INDEX
Topic No.

Topic Name

Page No.

INTRODUCTION AND OBJECTIVE

1.

1.1 Introduction

2.

1.2 Objectives Of System

SYSTEM ANALYSIS

2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8
3.

Identification Of Need
Preliminary Investigation
Feasibility Study
Project Planning
Scheduling
Software Requirement Specifications
Software Engineering Paradigm Applied
Data Models

SYSTEM DESIGN
3.1 Modularization Details
3.2 Database Design
3.3 User Interface Design

4.

CODING
4.1
4.2
4.3

5.

Complete Project Coding

Standardization Of The Code And Code Efficiency
Error Handling And Validation Checks

TESTING
Testing Techniques And Testing Strategies Used

6.

SYSTEM SECURITY MEASURES

7.

COST ESTIMATION OF THE PROJECT REPORTS

8.

REPORT

9.

FUTURE SCOPE AND FURTHER ENHANCEMENT

OF THE PROJECT

10.
11.

CONCLUSION
BIBLIOGRAPHY

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SERVICE CALL PROCESSING SYSTEM

SERVICE CALL PROCESSING SYSTEM

By
Under the Guidance of

1. INTRODUCTION AND OBJECTIVES OF THE PROJECT

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SERVICE CALL PROCESSING SYSTEM

1.1 INTRODUCTION

Service Call Processing System which can take online complaints of

customer and give service. This system consists of three users Admin,
User and Free-user. Admin is a person who will manage the entire
system & conduct all transaction. The system aims to provide a solution
for multiple services needs faced by people in urban as well as rural
areas. In areas where there are inadequate service providers or there is
no knowledge of available service providers, the system provides a unique
solution. The system registers various service providers throughout the
city.
The systems goal is to provide the customers with various categories of
the services they specify and to regulate the transaction and fix the
money charges per call. Service Call Management System is a service
based project which provides various services to customers. The system
records information about service calls and depending on the service
category, service call processing is done. The appropriate service provider
is informed and the service is provided. The system should maintain the
service provided information and the fees charged for that call.
1.2 OBJECTIVE
Representing an emerging image of Matoshree Services Service Call

Processing system.
Maintaining information of customers, Service providers and services.
Keeping records of Service calls information.
Allowing customers to get registered online and request for services.
Allowing sorting of various services based on categories.
Keeping records of pay bills for each service provided and their
reports.
PROBLEM DEFINITION:
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SERVICE CALL PROCESSING SYSTEM

Service Call Management System is a service based company

which provides various services to customers. The system records
information about service calls and depending on the service category,
service call processing is done. The appropriate service provider is
informed and the service is provided. The system should maintain the
service provided information and the fees charged for that call.

2. SYSTEM ANALYSIS
2.1 IDENTIFICATION OF NEED
The system aims to provide a solution for multiple services needs faced
by people in urban as well as rural areas. In areas where there are
inadequate service providers or there is no knowledge of available service
providers, the system provides a unique solution. The system registers
various service providers throughout the city.

2.2 PRELIMINARY INVESTIGATION

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System development, a process consisting of two major steps of system

analysis and design, start when management or sometimes system
development personnel feel that a new system or an improvement in the
existing system is required.
The preliminary investigation involved the following steps:
1. Visit to the Center of the Matoshri Services and Pick Detailed
Information.
2. After having the above study it was found that people having the
various type of Services like.
Education
Health Care and Medical
House Hold
Engineering
Accounting
3. It was also found that there is an inadequate service provider or there
is no knowledge of available service providers, the system provides a
unique solution.
4. The system should maintain the service provided information and the
fees charged for that call.

2.2.1 EXISTING SYSTEM

The existing Service Call Processing system is manual system. Most
important issue is risk of mismanagement. Multiple services needs faced by
people in urban as well as rural areas. In areas where there are inadequate

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

system provides a unique solution. The appropriate service provider is not
informed and the service is not provided.

2.2.2 PROPOSED SYSTEM

The development of the new system contains the following activities,
which try to automate the entire process keeping in view of the database
Integration approach. User friendliness is provided in the website. There is
no risk of data mismanagement at any level while the project development is
under process.
It provides high level of security with different level of authentication.
New system will process accurate results. New system will be much better in
performance as compared to existing one.
The proposed system includes following modules
Basic Module.
Administrator Module.
User Module.
Some of the advantages of proposed System are as follows:1. Easy Handling
2. Informative
3. Easy Modification

2.3 FEASIBILITY STUDY

Feasibility study is a test of System proposal according to its
workability, impact on the organization, ability to meet customer needs an

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

the problem but acquire a sense of its scope. In order to study the feasibility
of Service Call Processing Website, the TELOS model, which stands for
Technical, Economic, Legal, Operational and Schedule feasibility was
adopted.
The feasibility study should answer the following questions:
Technical feasibility: Is it a practical proposition? Does the technology

exist to implement the proposed system?

Economic feasibility: Is the system cost-effective? Do benefits
overweigh cost?
Legal feasibility: is there any conflict between proposed system and
legal requirement?
Operational feasibility: Are the current work practices and procedures
adequate to support the new system?
Schedule feasibility: Can the system be developed in time?

Following is the description of each feasibility study done during the

development of Service Call Processing System.
2.3.1 Technical Feasibility
Technical feasibility analysis includes the technical resource availability of
the system. The hardware and software available in the system enough for
the proper working of the software going to be developed to implement the
Service

Call

Processing

System,

commonly

available

technologies

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

networking is likely to be fairly simple. Hence Service Call Processing
System project is technical feasible.

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SERVICE CALL PROCESSING SYSTEM

2.3.2 Economic Feasibility

The aspects of mainly verify whether the development is cost-effective. Here,
the cost includes development cost software/hardware cost of maintenance.
In

our

proposed

system,

the

development

cost

is

optimized.

The

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

system. The system can be run in LAN or can be hosted online; this would
thus minimize the expense of separate internet connection. Open source
technology could easily be adapted to further minimize the cost of software.
The client computers would be ordinary PCs connected to the internet which
all the formations already have. Even the server system does not require
higher configuration. A normal client system can be used as server system
by doing some settings. So the new system is economically feasible.

2.3.3

Legal Feasibility

The Service Call Processing System follows all the rules and regulations
governed by the law. Also the system doesnt conflict with legal
requirements. Thus the Service Call Processing System is legally feasible.

2.3.4 Operational Feasibility

The operational feasibility includes the safety and performance provided by
the website. Our Website provides information of available good decision and
if they provide any wrong information then action will be taken immediately
and there will be blocked and registration can be removed from our website
immediately. The Service Call Processing System system is basically
meant for having all the functions together gathered at one place. Thus
Service Call Processing System is operationally feasible.
2.3.5 Schedule Feasibility

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SERVICE CALL PROCESSING SYSTEM

Service Call Processing System is required to be developed in 5 months

time. Service Call Processing System has been planned in a modular
manner and one module may be developed more or less parallel to another.
Further, object orientation and code-reuse will be adopted during the
development process. It is estimated that about 5 man months will be
required to develop and implement the system, given the technology. Thus, it
is feasible to complete SERVICE CALL PROCESSING SYSTEM as per the
required schedule. Given the feasibility of all aspects of the TELOS model,
SERVICE CALL PROCESSING SYSTEM is found to be a feasible project.

2.4 PROJECT PLANNING

2.4.1 Planning
Website project plan indicates scope of the project, milestones and
deliverables, project estimates, resource allocation, risk management,
scheduling techniques and quality control and standard.
Risk Management Plan
Here are some risks which might occur while developing the SERVICE CALL
PROCESSING SYSTEM.
Time and cost estimates too optimistic.
Unexpected budget cuts.
Unclear roles and responsibilities.
Poor communication resulting in misunderstandings, quality
problems and rework.
Lack of resource commitment.
The above Risks can be tracked using a simple risk log. Each identified risk
is added to risk log. Then risks are been reviewed on a regular basis, adding
new risks as they occur during the life of the project.

2.4.2 Cost Estimation

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SERVICE CALL PROCESSING SYSTEM

Software Project cost Estimation is a very important aspect of Project

Planning. Project cost management may be defined as management of the
processes involved in planning, estimating, and controlling costs so that the
project can be completed within the approved budget. For estimating the
cost of SERVICE CALL PROCESSING SYSTEM Function Point Analysis
method can be used.

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

functional size of an information system. It is independent of the technology
used to implement the system.
Here the unit of measurement is "function points". So, FPA expresses the
functional size of an information system in a number of function points
Function Point Analysis provides a structured technique for problem solving.
Objectives of Function Point Analysis
1. Measure software by quantifying the functionality requested by and
provided to the customer.
2. Measure software development and maintenance independently of
technology used for implementation.
2.4 PROJECT SCHEDULING
SCHEDULING: Scheduling of a project can be correlated to prioritizing
various jobs with respect to their cost, time and duration. Project scheduling
in SERVICE CALL PROCESSING SYSTEM has been done in order to
estimate the expected time to complete the various phases of the project like

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

coding, testing, implementation and maintenance etc.
Visualization tools like PERT (Program Evaluation Review Technique) chart
and Gantt chart have been used to control and administer the various tasks
required to complete a project.

The phases and sub-phases of the tasks those were carried out while
implementing the project is tabulated below:

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

Name of the Phase

1. PRELIMINARY INVESTIGATION
AND FEASIBILTY STUDY

2. SYSTEM ANALYSIS

3. SYSTEM DESIGN

4. CODING
5. TESTING

Name of the Sub-Phases

Identification of Need
Preliminary Investigation
Feasibility Study
Project Planning and Scheduling
Requirement Analysis
DFD/ERD and other Diagrams
Modularization Details
Data Integrity and Constraints
Database and Procedural Design
User Interface Design
Project Coding
Validation and Security Checks
Debugging
Unit Testing
Integrated Testing
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System Testing
6. IMPLEMETATION AND MAINTENANCE

2.5.1 Gantt chart: A Gantt chart is a type of bar chart that illustrates
a schedule. It illustrates the start and finish dates of the terminal elements
and summary elements of a project.
Weeks

Fig. 2.2 Gantt chart

2.5.2 Pert Chart: The Program (or Project) Evaluation and Review
Technique, is a statistical tool, used in project management, that is designed
to analyze and represent the tasks involved in completing a given project.
The PERT chart of SERVICE CALL PROCESSING SYSTEM consists of
following phases:
1. Interviewing with the company/institute/college network administrator.
2. Analysis of network and requirements gathering.
3. SERVICE CALL PROCESSING SYSTEM Analysis.
4. Requirement Documentation.
5. SERVICE CALL PROCESSING SYSTEM Design.
6. SERVICE CALL PROCESSING SYSTEM coding.
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7. SERVICE CALL PROCESSING SYSTEM Implementation.

8. SERVICE CALL PROCESSING SYSTEM Testing.
PERT chart

Fig. 2.3 PERT Chart

2.6 SOFTWARE REQUIREMENT SPECIFICATIONS (SRS)

SERVICE CALL PROCESSING SYSTEM
Prepared By
Course: Master of Computer Application

1. INTRODUCTION

TABLE OF INDEX

1.1 Purpose
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1.2 Product scope

1.3 Document Conventions
1.4 Intended Audience and Reading Suggestions
1.5 Definition, acronyms and abbreviations
1.6 References
2. OVERALL DESCRIPTION
2.2 Product Perspective
2.3 Product Features
2.4 User Classes and Characteristics
2.5 Operating Environment
2.6 User Documentation
2.7 Design and Implementation Constraints
3. EXTERNAL INTERFACE REQUIREMENTS
3.1 User Interfaces
3.2 Hardware Interfaces
3.3 Software Interfaces
3.4 Communication Interface
4. FUNCTIONAL REQUIREMENTS
4.1 Behavioral Requirements
4.2 Installation Plan
5. OTHER NONFUNCTIONAL REQUIREMENTS
5.1 Performance Requirements
5.2 Software Quality Attributes
5.3 Project Documentation
1. Introduction
1.1 Purpose
SRS is basically an organization's understanding (in writing) of a customers
system requirements and dependencies at a particular point in time prior to
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any actual design or development work .SRS meets IEEE-830 standards and
is exclusive requirements document to be used in development of SERVICE
CALL PROCESSING SYSTEM by the developers of this system.
1.2 Project Scope
This project is developed for providing solution to various problems of
customers and providing them appropriate solution. The System can be
employed in urban cities as a boon but has limitation in rural areas where
service providing may take time. There is no facility of keeping record of time
within service provided and the measure of quality of the service provided.
The customer response for the service provided is not recorded.
1.3 Document Conventions
This document is written in general English like language. Some figures are
used for displaying input/output formats.
1.4 Intended Audience and Reading Suggestions
Developers, Project Managers, Users like Customer, college faculties,
Network admin, students, testers, and documentation writers are the
different types of readers that the SERVICE CALL PROCESSING SYSTEM
is intended to use.

1.5 Definition, acronyms and abbreviations

This section contains a list of definitions for words, acronyms and
abbreviations used in the document.
Abbreviations:
IEEE - The Institute of Electronic and Electrical Engineers.
DFD - Data Flow Diagram
SRS - Software Requirement Specification.
PERT - Program Evaluation and Review Technique

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SQL - Structured query Language

ERD - Entity Relationship Diagram
LAN - Local Area Network
Definitions:
SERVICE CALL PROCESSING SYSTEM Database - This database contains
8 tables which stores the required information needed by the SERVICE
CALL PROCESSING SYSTEM.
Server - is a computer program running to serve the requests of other
programs.
Client - A client is an application or system that accesses a service made
available by a server.
End user - An end user is the person who uses a product, i.e. the consumer.
Administrator - the administrator is the one, who has all the privileges of
SERVICE CALL PROCESSING SYSTEM. This includes creating new users,
deleting existing users, approving the content that is displayed etc.
Network admin - A network admin or administrator is a person responsible
for the maintenance of computer hardware and software that comprises a
computer network.
Gantt chart - it is a type of bar chart that illustrates a schedule and
illustrates the start and finish dates of the terminal elements and summary
elements of a project.
Web Site - A place on the World Wide Web.
1.6 References
We can get references for this SRS from the below mentioned website.
1. http://en.wikipedia.org/wiki/Software_requirements_specification
2. www.upedu.org/templates/cs/REQ/upedu_ex_srs.pdf.
3. www.cloudbus.org/libra/doc/libra_srs.doc
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For more information, the brief study of network is done and the
same information is used to prepare this SRS. For subsequent information,
interview with IT professionals and students was conducted and their
requirements were also analyzed.
2. Overall Description
2.1 Product Perspective
This project is a new, self contained product. This SRS defines a component
of large system. As any college or an organization is a quite a big
organization, it should depict the whole system behavior. The program will
run on a 3 tier client/Server architecture, which means, we have 3 tiers (i.e.
Client, Server and Database Server) for execution of the system. Client can
also be called as a browser through which the user interacts with the
system, Server is the system which runs our dynamic script and all the data
related to project is saved on Database server which runs a RDBMS
program.
2.2 Product Features
The major features that this project exhibits are represented in this Data
Flow Diagram

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Fig.2.4 Data Flow Diagram Representing Product Features

2.3 User Classes and Characteristics
This system will be basically used by Service Provider who wants to make
Services from others who are available on city. The system will be also used
by the customers who are pursuing their life in the stream of information
technology so that they can get connected to the information that is directly
shared by the ones who are having service complaint.
2.4 Operating Environment
This System requires a Windows platform like any one of WIN XP or WIN 7
and also contains the SQL SERVER which works as the backend of the
system and ASP.NET, C# also used as front End.
2.5 User Documentation

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An instruction manual will be provided to help End User. Along with this,
proper error messages are also provided while using the system.
2.6 Design and Implementation Constraints

The user has to register for the web application. The users of the
system have to remember his username and password and use the
same before each login. Until the user logs in, he is not able to access
all the rights but he can be a inactive user for the web application and
can only view the content but cannot interact with it.

The administrator works as a moderator and has the privileges more

than the registered user.

3. External Interface Requirements

The interface requirements include:

Easy to follow interfaces by a mouse click.

Generally inputs are character types, numbers and date type.

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

Generally submit buttons are used to submit forms, but usually

caption of buttons represents their own functions.

Error messages are displayed whenever required.

3.1 User interface

We have used Textbox / radio buttons / drop down lists i.e. select list / text
area for accepting data. The input data are then stored in the database.

3.2 Hardware Interfaces

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Raw data inserted into the system are permanently stored in tables; hence
processor having free space will be useful for faster storage and retrieval of
data.
HARDWARE REQUIREMENT
Hardware specification
Processor

PIV 2.8 GHz Processor and Above

RAM

RAM 512MB and Above

Hard Disk

20 GB Hard Disk Space and Above

Monitor

15 Color monitor

Key Board

122 Keys

3.3 Software Interfaces

This software is operated in a WINDOWS 7 environment. We need to install
Visual Studio2008 software on it to make the local system work as a server a
run our server side scripting language.
Following are the software requirements of the SERVICE CALL
PROCESSING system:
SOFTWARE REQUIREMENTS :

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

: SQL Server 2005.

Application Server: Internet Information Services.

Web Browser

: Internet Explorer. (I.E)

Operating System

: Microsoft Windows XP and above

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Front End:
DOT NET:
.NET is framework an API for programming on the windows platform.
Along with the .NET, VB is a language that has been designed from scratch
to work with .NET as well as to take advantage of all the progress in
developer environments and in our understanding of objects oriented
programming principles that have taken place over the past 20 years.
We should make it clear that backward compatibility has not been lost
in the process. Existing programs will continue to work, and .NET was
designed with the ability to work with existing software. Presently,
communication between software components on windows almost entirely
takes place using COM. Taking account of this; .NET does have the ability to
provide wrappers around existing COM components.

Advantages of .NET:
1) Object-Oriented Programming: Both the .NET Framework and VB are entirely based on objectoriented principles right from the start.
2) Good Design: A base class library, which is designed from the ground up in a
highly intuitive way.
3) Language Independence:-

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With .NET all of the languages Visual Basic .NET, C#, J#, and
managed C++ compiled to a common Intermediate Language. This
means that languages are Interoperable in a way that has not been
seen before.
4) Better Support for Dynamic Web Pages: While ASP offered a lot of flexibility, it was also inefficient
because of its use of Interpreted scripting languages, and the lack of
object-oriented design often resulted in messy ASP code .NET offers
an integrated support for web pages.
5) Efficient Data Access: A set of .NET components, collectively known as ADO.NET,
provides access to relational databases and a variety of data sources.
6) Code Sharing: .NET has completely revamped the way that code is shared
between applications, introducing the concept of the assembly, which
replaces the traditional DLL. Assemblies have formal facilities for
versioning and different versions of assemblies can exist side by side.
7) Improved Security: Each assembly can also contain built-in security information.
8) Zero Impact Installation: There are two types of assembly: shared and private. Shared
assemblies are common libraries available to all software. Private
assemblies are intended only for use with particular software.
9) Support for Web Services: Page 22

SERVICE CALL PROCESSING SYSTEM

.NET has fully integrated support for developing Web services as

easily as youd develop any other type of application.
10) Visual Studio 2008:.NET comes with a developer environment, Visual Studio 2008,
which can cope equally well with C++, C#, J#, and Visual Basic 2008
as well as with ASP.NET code. Visual Studio 2008 integrates all the
best features of the respective language- specific environments of
visual Studio.NET 2005 and Visual Studio 6.
The .NET Framework can be hosted by unmanaged components that
load the common language runtime into their processes and initiate the
execution of managed code, thereby creating a software environment that
can exploit both managed and unmanaged features. The .NET Framework
not only provides several runtime hosts, but also supports the development
of third-party runtime hosts.
Internet Explorer is an example of an unmanaged application that
hosts the runtime (in the form of a MIME type extension). Using Internet
Explorer to host the runtime enables you to embed managed components or
Windows Forms controls in HTML documents. Hosting the runtime in this
way makes managed mobile code (similar to Microsoft ActiveX controls)
possible, but with significant improvements that only managed code can
offer, such as semi-trusted execution and secure isolated file storage.

ADO.NET:

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

manipulate data and update data. As an Integral part of the .NET
framework, it shares many of its features:
Features such as multi-language support, garbage collection, just-intime compilation, object-oriented design and dynamic caching, and is far
more than an upgrade of previous versions of ADO.
ADO.NET is set to become a core component of any data-driven .NET
application or Web Service, and understanding its power will be essential to
anyone wishing to utilize .NET data support to maximum effect.

4.2 Back End:

SQL SERVER:
A database management, or DBMS, gives the user access to their data
and helps them transform the data into information. Such database
management systems include dBase, paradox, IMS, SQL Server and SQL
Server. These systems allow users to create, update and extract information
from their database.
Microsoft SQL Server 2005 Express Edition is a client database
platform modeled after Microsoft SQL Server 2005. It provides simplicity of
use and Integration with Microsoft Visual Studio 2005. This section provides
information on how to use SQL Server Express to create your business
Intelligence solutions.
To manage Microsoft SQL Server 2005 Express Edition (SQL Server
Express) database, you must use both Transact-SQL and stored procedures.
Its characteristics features are simplicity of use, robust client database, and
Integration with Microsoft Visual Studio 2005.
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Thus we can use SQL Server Express efficiently as backend tool; we

can manage all information within single database file.
Features of SQL SERVER:
1. One of SQL's greatest benefits is it is truly a cross-platform language
and a cross-product language.
2. It is the common thread that runs throughout client/server
application development is the use client/server computing of SQL and
relational databases.
3. SQL SERVER 2005 can handle huge volume of database.
4. SQL SERVER 2005 provides good security.

3.4 Communication Interface

The system can be accessed over web Browser or through a Web hosting
server with the use of a domain name. For Clients to access the application
server the network should be running TCP/IP protocol.

4. Functional Requirements
In functional requirement, the description of the each function required to
solve a problem is presented. Functional requirements may be calculations,
technical details, data manipulation and processing and other specific
functionality that define what a system is supposed to accomplish.
Functional requirements are supported by nonfunctional requirements (also

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SERVICE CALL PROCESSING SYSTEM

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

implementation.
4.1 Behavioral Requirements
Server End
The server-end user is someone who monitors client by moderating what
interaction the user is doing with the web application. The web application
works as the server end of the system. This moderation task is done by the
administrator.
Client End
The client end user is someone who interested in using the system for any of
the services. The clients interactions will be kept track by the administrator
at the server side.
4.2 Installation Plan
Following figure shows the overall architecture of the SERVICE CALL
PROCESSING SYSTEM.

Fig.2.4 SERVICE CALL PROCESSING SYSTEM Architecture

In the SERVICE CALL PROCESSING SYSTEM through server is connected
to many clients through a local area network. The database is resided in the
server machine along with the web application, i.e. SERVICE CALL
PROCESSING SYSTEM.

The functional requirements are as follows

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SERVICE CALL PROCESSING SYSTEM

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

basically used by following users:
IT professionals
Customer
Business men/teachers/all type of employee
Administrator
2. Registration process with necessary details should be provided for the
user.
3. The secure login authentication process should be implemented wherever
necessary.
4. The user should be able do a complaint on the message board under a
particular category.
6. The Admin should be provided with a panel to manage the activities of the
web portal.
7. Admin panel provided should facilitate for moderator who will approve
Add categories, Services, Providers and also to create the categories related
Information.

5. Other Nonfunctional Requirements

5.1 Performance requirements
The language used for this software is very secure and easy to handle, the
user only has to register for the web application and remember the
username and password which has to be used to have access to the web
application. Hence the performance of this software can be categorized as
good. Also the product is a client/Server application, so there should be
quick response between clients and server.

5.2 Software quality attributes

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SERVICE CALL PROCESSING SYSTEM

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

reusability, robustness, and usability are the qualities that our software
possesses.
5.3 Security
Only the administrator should have all the administrative privileges such as
policy information & forms Also, administrator should have all the privileges
to monitor the user of the system.
5.4 Project documentation
This project is documented using A4 size papers with BOOKMAN OLD
STYLE font and we have used simple English language which will be helpful
for the users to study and understand.

2.7 SOFTWARE ENGINEERING PARADIGM APPLIED

The SERVICE CALL PROCESSING SYSTEM project has undergone
following stages of development in its SDLC i.e. Software Development Life
Cycle. Software Engineering is the establishment and use of sound
engineering principles in order to obtain economically software that is both
reliable and works efficiently on real systems.
To develop this system the WaterFall Model is used, which states that
the phases are organized in a linear order. First of all the feasibility study is
done. Once that part is over the requirement analysis and project planning
begins. If system exists once the modification and addition of new module is
needed, analysis of present system can be used as basic model
The waterfall model is a sequential design process, often used in
software development processes, in which progress is seen as flowing
steadily downwards (like a waterfall) through the phases of Conception,
Initiation,

Analysis,

Design,

Construction,

Testing,

Production/

Implementation and Maintenance.

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SERVICE CALL PROCESSING SYSTEM

The unmodified "waterfall model, Progress flows from the top to the
bottom, like a waterfall.

Fig 2.6 Waterfall Model

Feasibility Study
and Preliminary
Investigation

System Analysis

System Design

Coding

Testing

Implementation
and
Maintenance

The model followed in the development of SERVICE CALL PROCESSING

SYSTEM is a modified version of waterfall model with feedback loops from
every stage to the preceding stages. In the various stages of development as
per the above model, the following operations were carried out.

1. Feasibility Study and Preliminary Investigation

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Here, in this stage, the requirements which the software is going to satisfy
are listed and detailed. For this purpose interview with insurance firm
professionals and faculties/agents of the company was conducted. And also
during the preliminary investigation, visits were made to organizations to
study the need. Feasibility study of the SERVICE CALL PROCESSING
SYSTEM project was made using the TELOS model to find out the Technical
feasibility, Economic feasibility, Legal feasibility, Operational feasibility, and
Schedule feasibility.

2. System Analysis
At the system analysis phase, first the detailed requirements of SERVICE
CALL PROCESSING SYSTEM were worked out. These included the external
interface requirements, input and output formats, hardware and software
requirements, logical database requirements and data dictionary, various
constraints, functional and non functional requirements. At the end of the
requirement gathering, a software requirement specification (SRS) document
was created s per IEEE 830 recommendations.
Next with reference to the requirements gathered the project planning
including cost, effort and budget estimates were made , the scheduling was
done using PERT and Gantt charts, the software to be applied in
development of SERVICE CALL PROCESSING SYSTEM was worked out and
detailed data flow diagram and entity relationship diagrams were created.
3. System design
At the system design phase, the modules of SERVICE CALL PROCESSING
SYSTEM were determined and logical relationships were worked out.
Following this, the database design was undertaken and the underlying
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SERVICE CALL PROCESSING SYSTEM

tables,

attributes,

constraints,

keys,

attribute

types

etc,

were

also

determined. At the procedural design phase, the algorithm of SERVICE

CALL PROCESSING SYSTEM within the modules and inter- module logical
design was completed. The design of user interface was undertaken after
this. During this process, the design of input forms, menus, reports,
outputs, error messages and other visual elements were conceived.
4. Coding
The

actual coding of

SERVICE

CALL

PROCESSING

SYSTEM

was

undertaken in this stage. The coding was done module-wise as the modules
were more or less independent of each other. After the coding for all modules
were completed, the actual feedback variables were used to revise the
modules, and completed the coding. After the preliminary coding was
completed, efforts were made to include extensive error checking and
validation checks in critical places of the code and comments and
descriptions were added.

5. Testing
The SERVICE CALL PROCESSING SYSTEM was subjected to extensive
testing using the unit testing, integration testing and system testing
approach. Elaborate test cases were designed for each phase before the
testing. During the unit testing phase, the text boxes, combo/drop down
menus, buttons were tested. During the integration testing, the interoperability of the modules was tested and specifically it was tried to
ascertain whether data generated in one phase/module were available in the
next module. In the system testing phase, the system was tested as a whole
to find out whether all the functional requirements of SERVICE CALL
PROCESSING SYSTEM as mentioned in the SRS were satisfied.

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SERVICE CALL PROCESSING SYSTEM

6. Implementation and maintenance

The implementation was made at the end of development. Also we need to
provide the client with some support regarding the software we have
developed. During the maintenance phase the maintenance activities are
done for the deployed software. Maintenance and management is needed to
ensure that the system will continue to perform as desired.

2.8 DATA MODELS

A data model in software engineering is an abstract model that documents
and organizes the business data for communication between team members
and is used as a plan for developing applications, specifically how data is
stored and accessed. Data models provide a structure for data used within
information systems by providing specific definition and format. A data
model explicitly determines the structure of data or structured data.
There are different data modeling techniques used to understand how the
data is stored in the system and how it is accessed. They are:

2.8.1 DFD
A data flow diagram (DFD) is a graphical representation of the "flow" of data
through an information system, modeling its process aspects. It is a
modeling technique for analyzing and constructing information processes. It
illustrates how data is processed by a system in terms of inputs and
outputs.
Following are the notations used in a Data Flow Diagram.
Table 2.2 DFD Notations

SYMBOL

MEANING
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SERVICE CALL PROCESSING SYSTEM

PROCESS

INPUT/OUTPUT
DATASTORE

DATAFLOW

2.8.1.1 Context diagram: The top level diagram often called as context
diagram it contains single process but it plays important role in studying
the current system. Input -Process-Output.

Login Information:

SERVICE
CALL
PROCESSING
Website
System

User

User
(Admin)

2.8.1.2 Data Flow Diagram: Zero Level DFD:

CONTEXT LEVEL DFD

ENQUERY FOR SERVICE

GIVE SERVICE
INFORMATION

CUSTOMER

SERVICE
CALL
PROCESSI
NG
DETAILS OF SERVICE PROVIDER AND
MANAGER
CUSTOMERS
0.
RECEIVE
PROVIDE
GENERATE
BILL
SERVICE
BILL
AND
GIVE
REQUEST
FOR
SERVICE
ACCEPT
REQUEST
REQUEST
REGISTRATION
FOR
OF
SERVICE
SYSTEM

SERVICE
PROVIDER
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MANAGER

REQUEST
FOR
REQUIRED
ACCEPT
PROVIDE
PAY REGISTRATION
PROVIDE
SERVICE
SERVICE
REQUEST
SERVICE
CALL
SERVICE

SERVICE CALL PROCESSING SYSTEM

2.8.1.3 Level-1 DFD :The next stage is to create the Level 1 Data Flow Diagram. This highlights
the main functions carried out by the system. It describes the following:
Shows all the processes that comprise a single process on the level 0
diagram.
Shows how information moves from and to each of these processes.
Shows in more detail the content of higher level process.
Following is the level 1 DFD for Service Call Processing System.

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SERVICE CALL PROCESSING SYSTEM

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SERVICE CALL PROCESSING SYSTEM

1ST LEVEL DFD

1.0

Provide Information

SERVICE CALL

Customer Enquiry info

Enquiry For Services

ENQUER
Y

Service provider info

SERVICE CALL

2.0

Request For
Registration
Accept
Request

CUSTOMER
REGISTRATIO
ON

Customer Register Info

CUSTOMER

CUSTOMER

3.0
Types of Services

Types of Services

SERVICES

SERVICES

Services Info.

CATEGORY MASTER
SERVICES MASTER

4.0
Request For
Registration
Accept

SERVICE

Complaint Call
Provide
Request for service
Requirement of service

SERVICE
PROVIDER
REGISTRATIO
ON

Register
Service
Provider Info

SERVICE PROVIDER

5.0
COMPLAINT
PROCESSING

Provide service

Customer Complaints
Provider Serv. Provd.
Complaint Solution

COMPLAINTS
SERVICE TO

COMPLAINT SOLUTION

A
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SERVICE CALL PROCESSING SYSTEM

CUSTOMER

6.0
Give Bill To Customer
Received Bill From
Generate Service Call
Bill

CUSTOMER
BILL
PROCESSING

Bill Receipt

RECEIPT

MANAGER

7.0
Deduct Charges and Pay
Service Bill
Give Service Provided
Pay Service Provided Bill

SERVICEP
ROVIDERS
BILL
PROCESSING

Service Provider Bill

PAYMENTS

SERVICE
SERVICE CALL

SERVICE CALL
8.0

SERVICE CALL

SERVICE CALL
REPORTS

SERVICE CALL

SERVICE CALL

SERVICE CALL

SERVICE CALL

SERVICE CALL

SERVICE CALL

CUSTOMER LIST
CUSTOMER LIST

LIST OF COMPLAINTS
LIST OF COMPLAINTS

SERVICEPROVIDER
SERVICEPROVIDER
LIST
LIST

SERVICE TO COMPLAINT
SERVICE TO COMPLAINT
DATEWISE
DATEWISE
COMPLAINT SOLUTION
COMPLAINT SOLUTION

SERVICES LIST
SERVICES LIST
SERVICE TO
SERVICE TO
COMPLAINT
COMPLAINT

DATEWISE
DATEWISE

DATEWISE
DATEWISE

CASH RECEIVED DATEWISE

CASH RECEIVED DATEWISE

COMPLAINT
COMPLAINT
SOLUTION
SOLUTION
CASH RECEIVED
CASH RECEIVED

CASH PAYMENT DATEWISE

CASH PAYMENT DATEWISE

CASH PAY TO SERV.

CASH
PAY TO SERV.
PROVD.
PROVD.

SERVICE PROVIDER
SERVICE
PROVIDER
HISTORYDATEWISE
HISTORYDATEWISE

CUSTOMER HISTORY
CUSTOMER HISTORY

DATEWISE
DATEWISE

SERVICE CALL
SERVICE CALL

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SERVICE CALL PROCESSING SYSTEM

2.8.2.3 Class Diagram:-

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SERVICE CALL PROCESSING SYSTEM

2.8.3 ERD
An ERD is a model that identifies the concepts or entities that exist in a
system and the relationships between those entities. Entity Relationship
Diagrams (ERDs) illustrate the logical structure of databases.
Entity Relationship Diagrams (ERDs) illustrate the logical structure of
databases.
There are three basic elements in ER models:

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

Attributes are the data we collect about the entities.

Relationships provide the structure needed to draw information from

multiple entities.

Following are the notations used in ER diagram.

Table 2.3 ERD Notations

SYMBOL

MEANING

ENTITY

RELATIONSHIP

ATTRIBUTE

KEY ATTRIBUTE

DERIVED
ATTRIBUTE
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SERVICE CALL PROCESSING SYSTEM

CARDINALITY

MULTIVALUE
ATTRIBUTE

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SERVICE CALL PROCESSING SYSTEM

ER Diagram:

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SERVICE CALL PROCESSING SYSTEM

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SERVICE CALL PROCESSING SYSTEM

SYSTEM DESIGN
System design is one of the very important phases of System

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

components, modules, interfaces, and data for a system to satisfy specified
requirements. In the SERVICE CALL PROCESSING SYSTEM development
life cycle at the system design phase, the modules of SERVICE CALL
PROCESSING SYSTEM were determined and their logical relationships were
worked out. Following this, the database design was undertaken and the
underlying tables, attributes, constraints, keys, attribute types etc. were also
determined. At the procedural design stage, the algorithm of SERVICE
CALL PROCESSING SYSTEM within the, modules and inter-module logical
design was completed.
The design user interfaces was undertaken after this. During this process,
the design of input form, menus, reports, outputs, error messages and other
visual elements were conceived.

3.1 MODULARIZATION DETAILS

The SERVICE CALL PROCESSING SYSTEM has four distinct modules
which are described below:
Basic Module.
Administrator Module.
User Module.

3.2. MODULES TO BE DEVELOPED

Basic Module:
Every lay user or who searches the website are having this module
information. The basic Module gives the information about the services

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SERVICE CALL PROCESSING SYSTEM

which are used daily. The Services are Education, Engineering, Retail,
Health-Care, House-Hold and many more.

User Module:
Every user will be given a username and password by the administrator,
using which should log-in the System to register the complaint.If username
and password is not provided or if the password is wrong then the user is
not allowed to proceed.

Administrator Module:
In this module the administrator has a privilege to create the category,
Services, Service provider, update and delete also, the administrator can
also view the reports of all details to see the customer who have made the
complaints.
3.3 DATABASE DESIGN
The SERVICE CALL PROCESSING SYSTEM project database consists
of tables. Appropriate primary keys, foreign keys have been set up in the
database. The various tables in the database are described below:
This Software requires a windows platform like any one of WIN98/WIN
2000/ WIN XP .It needs VB.NET as front end and SQL SERVER back end.

3.3.1 Design and Implementation Constraints

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SERVICE CALL PROCESSING SYSTEM

The users of the system have to remember his username and

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

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

DATABASE STRUCTURE

Table Name: CategoryMaster

Description of Table : This Table Stores the Information of the Service Categories.
Sr. No.

Column Name

Data type

Length

CtID (PK)

Numeric

CtName

Varchar

50

Description
Primary key for Category.
This field gives information about
Category Name.

Table Name: ServicesMaster

Description of Table : This Table Stores the Information of the Services provided.
Sr. No.

Column Name

Data type

Length

SrID (PK)

Numeric

SrName

Varchar

50

CtID
(ref:
CategoryMaster)

Numeric

Charges

Numeric

UserID

Numeric

Description
Primary key for Services.
This field gives information about
Service Name.
This field references CtID in
Category Master.
This field gives information about
Charges of service.
This field references UserID in
UserMaster.

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SERVICE CALL PROCESSING SYSTEM

Table Name: ServiceProviderMaster
Description of Table : This Table Stores the Information of the Service Providers.
Sr. No.

Column Name

Data type

Length

SrpID (PK)

Numeric

SrpName

Varchar

100

SrpAddress

Varchar

200

SrpPhone1

Varchar

15

SrpPhone2

Varchar

10

Numeric

Numeric

Numeric

6
7
8

CtID
(ref:
CategoryMaster)
SrID
(ref: ServiceMaster)
UserID

Description
Primary key for ServiceProviders.
This field gives information about
Service Provider Name.
This field gives information about
Service Providers Address.
This field gives information about
Phone number 1.
This field gives information about
Phone number 2.
This field references CtID in
Category Master.
This field references SrID in Service
Master.
This field references UserID in
UserMaster.

Table Name: CustomerMaster

Description of Table : This Table Stores the Information of the Customers
Sr. No.

Column Name

Data type

Length

CutID

Numeric

CustName

Varchar

100

CustAddress

Varchar

200

CustMbNo

Varchar

10

CustPhNo

Varchar

15

UserID

Numeric

Description
Primary key for Customer.
This field gives information about
Customer Name.
This field gives information about
Customer Address.
This field gives information about
Customers Mobile number 1.
This field gives information about
Customers Phone number 2.
This field references UserID in
UserMaster.

Table Name: Complaints

Description of Table : This Table Stores the Information of the Complaints of the
Customers.
Sr. No.
1

Column Name
CompID

Data type
Numeric

Length
9

Description
Primary key for Customer.

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SERVICE CALL PROCESSING SYSTEM

CompDate

DateTime

CompTime

Varchar

Numeric

Numeric

4
5

CustID
(ref:
CustomerMaster)
SrID
(ref: ServiceMaster)

This field gives information about

Complaint Date.
This field gives information about
Complaint Time.
This field references CustID in
CustomerMaster.

Stat

Varchar

15

UserID

Numeric

This field references SrID in

ServiceMaster.
This field gives the status of the
complaint
This field references UserID in
UserMaster.

Table Name: ServiceToComplaint

Description of Table : This Table Stores the Information of the Provided Service
providers to Complaints of the Customers.
Sr. No.

Column Name

Data type

Length

STCID

Numeric

STCDate

DateTime

STCTime

Varchar

Numeric

Numeric

Numeric

4
5
6

CompID
(ref: Complaints)
SrpID
(ref: ServiceMaster)
UserID

Description
Primary key for
ServiceToComplaint.
This field gives information about
Date of Service Provided for
Complaint.
This field gives information about
Time of Service Provided for
Complaint..
This field references CompID in
Complaints.
This field references SrpID in
ServiceProviderMaster.
This field references UserID in
UserMaster.

Table Name: ComplaintSolution

Description of Table : This Table Stores the Information of the Solution for the
Complaints of the Customers.
Sr. No.

Column Name

Data type

Length

SolID

Numeric

SolDate

DateTime

Numeric

Numeric

3
4

CompID
(ref: Complaints)
STCID
(ref:
ServiceToComplaints)

Description
Primary key for
SolutionToComplaint.
This field gives information about
Date of Solution Date for the
Complaint.
This field references CompID in
Complaint.
This field references STCID in
ServiceToComplaints.

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SERVICE CALL PROCESSING SYSTEM

Problem

Varchar

200

Solution

Varchar

200

Charges

Numeric

UserID

Numeric

This field gives information about

the problem.
This field gives information about
the problem solution.
This field gives information about
the charges taken for the service
given.
This field references UserID in
UserMaster.

Table Name: ServiceCallMaster

Description of Table : This Table Stores the Information of the Telephonic Enquiries.
Sr. No.

Column Name

Data type

Length

CallID

Numeric

CallDate

DateTime

CallTime

Varchar

Varchar

100

Numeric

4
5

EnqName
(ref: CustomerMaster)
SrID
(ref: ServiceMaster)

Stat

Varchar

15

UserID

Numeric

Description
Primary key for Customer.
This field gives information about
Customer Name.
This field gives information about
Customer Address.
This field references CustID in
CustomerMaster.
This field references SrID in
ServiceMaster.
This field gives the status of the
complaint
This field references UserID in
UserMaster.

Table Name: ServiceCallDetails

Description of Table : This Table Stores the Information of the Telephonic Enquiries & Provides
the Service Providers information.
Sr. No.

Column Name

Data type

Length

Description

CallID

Numeric

Primary key for Customer.

SrpID
(ref:
ServiceProviderMaster)

Numeric

This field references SrpID in

ServiceProviderMaster.

Table Name: Receipt

Description of Table : This Table Stores the Information of the Charges received after the
solution of the complaints.
Sr. No.

Column Name

Data type

Length

Description

RctID

Numeric

Primary key for Receipt.

RctDate

DateTime

This field gives information about

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SERVICE CALL PROCESSING SYSTEM

Date of Receipt.
3
4

SolID
(ref:
ComplaintSolution)
SrID
(ref: ServicesMaster)

Numeric

Numeric

This field references SolID in

ComplaintSolution.

SrTax

Numeric

9(18,2)

Other

Numeric

9(18,2)

UserID

Numeric

This field references SrID in

ServicesMaster.
This field gives information about
Service Tax.
This field gives information about
Other Charges.
This field references UserID in
UserMaster.

Table Name: Payments

Description of Table : This Table Stores the Information of the Service Charges given to
Service Providers.
Data
Sr. No.
Column Name
Length
Description
type
1

PayID

Numeric

PayDate

DateTime

Numeric

Numeric

3
4

CompID
(ref: Complaints)
SrpID
(ref:
ServiceProviderMaster)

Charges

Numeric

UserID

Numeric

Primary key for Payment.

This field gives information about
Date of Payment to Service Provider.
This field references CompID in
Complaints.
This field references SrpID in
ServiceProviderMaster.
This field gives information about
Charges Paid to Service Provider.
This field references UserID in
UserMaster.

Table Name: UserMaster

Description of Table : This Table Stores the Information of the Users of the software.
Sr. No.

Column Name

Data
type

Length

UserID

Numeric

UserName

Varchar

15

Password

Varchar

15

Description
Primary key for User.
This field gives information about
Users Name.
This field gives information about
Password

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SERVICE CALL PROCESSING SYSTEM

3.4 USER INTERFACE DESIGN

User interface design plays an important role in development of the
system. The goal of user interface design is to make the user's interaction as
simple and efficient as possible, in terms of accomplishing user goals.

Screen for Basic Website

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SERVICE CALL PROCESSING SYSTEM

Various Services:

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SERVICE CALL PROCESSING SYSTEM

Service Introduction:-

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SERVICE CALL PROCESSING SYSTEM

Register Form;-

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SERVICE CALL PROCESSING SYSTEM

Login to Website:-

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SERVICE CALL PROCESSING SYSTEM

User Home:-

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SERVICE CALL PROCESSING SYSTEM

Services List:-

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SERVICE CALL PROCESSING SYSTEM

Service Provider List:-

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SERVICE CALL PROCESSING SYSTEM

Send Complaint:-

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SERVICE CALL PROCESSING SYSTEM

Check Your Service Status:-

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SERVICE CALL PROCESSING SYSTEM

Admin Home:-

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