E4-E5 (CFA)-Report in CDR System Rev date:31.03.

2011

Chapter 12

Report in CDR System

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E4-E5 (CFA)-Report in CDR System Rev date:31.03.2011

Reports in CDR

Introduction of CDR Project

BSNL has implemented a CDR based convergent billing and customer care
system. This project in the process of replacing all the existing systems of
Commercial, TRA (Telecom Revenue Accounting), FRS (Fault Repair Service) and
DQ (Directory Enquiry). The project also covers customer care and billing for the
Landline, Broadband and Leased Line Services.

The project is not simply a replacement of the existing systems, but it is much
more than that. For the first time in the history of BSNL, we are going to have State-
of-the-Art Customer Relationship Management (CRM) software. This software will
take care of all types of requests from the customers and integrate with other systems
such as Order Management and Billing systems. This software will also provide a
Web Self Care (WSC) module which will enable customers to access the system
through Internet for placing any request, for making payments, or for general enquiry.

In this project, provisioning and mediation systems will interface with around
3000 PSTN switches. The subscriber management shall be done through the
Provisioning system. The CDRs generated for all the calls will be pulled by the
Mediation system. The combination of CRM and the billing system will enable BSNL
to introduce flexible user-friendly tariff Plans. It will also enable us to introduce
schemes which we are not able to do now with the present billing systems. This is
also going to provide facility of Convergent Billing through e-stapling facility.

The project also involves implementation of Payment Management system. It

is specially designed and developed by TCS for BSNL. This system will be common
for all the Circles in BSNL. It allows acceptance of payments from all types of
channels i.e. Online terminals, Post Offices, Banks, Internet payments, etc. The
Payment Management system and the Billing system are integrated with an
Accounting system which performs the accounting functionality and generation of
sub-ledgers.

Implementation

The entire project is implemented with four Data Centres at Hyderabad, Pune,
Chandigarh and Kolkata. These four Data Centres will take care of all the activities of
the Circles in the respective Zones. The South and East Zones are considered as one
project and the North and West Zones are considered as the second project.

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The Billing system for South and East zone is going to be from M/s.Comverse
with whom BSNL has a 10-year contract. So the same billing system as is being used
in the GSM and Broadband will be used in this project for the South and East Zone as
well. In the North and West zone, the system for billing will be from M/s.Converges.

After CDR Project

The introduction of this new project will eliminate the need of individual
SSAs maintaining and operating IT systems for all the four functionalities, i.e.
Commercial, TRA, FRS and DQ. The SSAs shall be the end-users of the systems and
will have better tools and software at their disposal to provide better customer
services, leaving the database related jobs to the IT team at the Data Centres. Because
of the introduction of new systems and to take advantage of the features of the system,
certain business processes within BSNL will change. Few of them are:

1. Revenue Accounting:

In the new system Balance brought forward accounting method shall be used
instead of invoice based accounting. For example, a June Bill issued to a customer if
not paid, will be added to the July Bill and the July Bill will be issued for an amount
which is equal to both the June and July amounts. Every customer will be identified
by an Account Number which shall be unique throughout the country. Revenue
booking shall be based on the Account even though the services under the account are
scattered across the various SSAs. The customers can pay any amount at any time and
it shall be credited to the account and adjusted against the outstanding.

2. Surcharge/Late Fee

Surcharge will be treated as late fee, which will be a percentage of the

outstanding instead of at the slab rate as is being done today. The late fee concept is
already introduced in the GSM billing system and the same shall be followed here.

3. PCO Billing

For PCO billing, the commission payable and the minimum guarantee will be
as per the billing cycle instead of on a monthly basis. PCO operators are now eligible
for discounts instead of commission. These changes are already done in the existing
systems and shall be continued in the new system.

4. Deposits

Deposits are already made uniform i.e. Rs.500/- for Local, Rs.1000/- for STD
and Rs.2000/- for ISD. This shall be common for all the Plans. Therefore, we shall not
be offering any OYT or TATKAL deposits/schemes. The existing OYT subscribers

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shall continue to be billed till the completion of 20 years. However, no new OYT
connection shall be provided.

5. Billing Cycles

The number of billing cycles in an SSA may increase. The new system is
going to have a centralized billing process common for all the SSAs in a zone.
Therefore, the customers in the entire zone shall be divided into different billing
cycles to evenly distribute the process load on the servers. The number of billing
cycles may even go upto 15 once the project is rolled out in all the SSAs.

6. CDR based billing

The existing tariff which is based on MCUs and number of calls will get
migrated to MOU (Minutes of Usage) based system. The discounts may be given not
in terms of Free Calls, but shall be in terms of Free Talk Time given as Minutes per
month or Rupees per month.

CDR Reporting System

The reporting system of CDR is very powerful tool. This will enable decision
maker to take better decisions as better facts and figures will be available at their
disposal. The reports in CDR system are accessible through Enterprise reporting
module (SAP – BI). An SAP Business Intelligence (BI) tool is used to design the
report layout for the data stored in the warehouse and generate reports on the
web.These reports can be viewed with the help of web browser.

For accessing the reports, individual will be provided user account with
specific privilege. Various reports using the SAP BI toolhave been developed by
taking into consideration of BSNL needs and requirements. These reports are fully
flexible and can be extracted as per the need of user.

In order to access the CDR reports, the system should be connected to the
CDR network. The CDR network administrator of your area can convey the URL for
accessing the CDR reports. When system is connected on CDR network and correct
URL is typed, following screen will be visible.

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On successful login, following screen will be visible:

As seen from the above, reports are in CDR system are categorized into seven
categories, namely:

1. PMS – Payment management System

2. Order Management
3. FRS – Faulty Reporting System
4. CRM – Customer Relationship Management
5. Telecom Revenue
6. Miscellaneous
7. USO

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1. Payment Management System:Through PMS payments are received and

accounted. Under PMS reports are categorisedinto:
o Online Payments
o Offline Payment

Under offline Payment, following reports are available as:

NRPMS01 - ChequeDishonoured Report
NRPMS02 - Daily List Summary for All Counters Report
NRPMS03 - AIP Payment Details Report

In order to take report of, say, ChequeDishonoured Report, user needs to click
the hyperlink, which will open following window:

Then user needs to select requisite parameters like Circle, SSA, reason, and
reversal date. Out of these, field marked with asterisk(*) are mandatory like, Circle
and SSA. Once these parameters are selected and OK is pressed, a report similar to
below will be visible on the screen:

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As seen from above, various fields like Zone, Circle Code, SSA, Account
Number, Instrument Number, Name, Amount, etc.are visible. The report format is
flexible and fields can also be dropped if these are not significant. Also, these reports
can be exported as PDF or excel format for further actions.

Similarly, other reports can be generated.

2. Order Management:Order management is further categorized into:

o OM
o Inventory

Under Order Management, 26 reports are available. These are:

NROM01 - Advice Note Register Report

NROM02 - Broadband Gross Net Statement Report
NROM03 - Centrex Connection Report in a group id
NROM04 - CUG Connection in a group id
NROM05 - Daily DELs Analysis Report
NROM06 - Daywise Analysis of Orders Report
NROM07 - DNP History Report

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NROM08 - Enquiry of a Connection on Demand Notes Report

NROM09 - List of PT in an Exchange Report
NROM10 - List of Working Casual Connection in an Exchange Report
NROM11 - List of Working Connections in an Exchange Report
NROM12 - Monthly Analysis of Orders Report
NROM13 - Monthly DELs Analysis Report
NROM14 - Order Management (Till Date in CRM) Report
NROM15 - Order Pending Order Type Wise
NROM16 - Order Status Summary Report
NROM17- Pending And Cancelled Orders Report
NROM18 - Pending NPC Work Orders Report
NROM19 - Pending Outdoor Orders in Days
NROM20 - Permanent Closure Cases Report
NROM21 - Planwise NPC Booking Report
NROM22 - Shift Work Orders Report
NROM23 - Surrender Analysis of Landline Connection Report
NROM24 - Taskwise Status for Disconnection of Permanent Cases Report
NROM25 - Temporary Disconnections Report
NROM26 - User Activity Analysis Report

Under Inventory, following 7 reports are available:

NRIV01 - Connectable Capacity Report
NRIV02 - DP Card Report
NRIV03 - Exchangewise Missing Pillar Data Summary Report
NRIV04 - List of Vacant Telephone Numbers Report
NRIV05 - Modems Issued Report
NRIV06 - Pillar Card Report
NRIV07 - Vertical Card Report

3. FRS: FRS is categorized into:

o Faults
o Complaints
These reports are great significance, which can give real picture of the area.

Under Faults, different 36 types of reports are available.

NRF01 - Cleared Instrument Faults Report

NRF02 - Cleared NFF Report
NRF03 - Cleared SWRM Faults Report
NRF04 - Complaints & Faults Details Report
NRF05 - Daily Fault Booking/Clearance for Last 30 days Report

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NRF06 - Daily Fault Consolidation Report

NRF07 - Dockets pending at Task Report
NRF08 - Dockets Pending at Task Summary Report
NRF09 - Fault Rate Analysis Report
NRF10 - FRS Details Report DP No wise
NRF11 - FRS Details Report equipment wise
NRF12 - FRS Details Report Phone-no wise
NRF13 - FRS Details Report Pillar-out wise
NRF14 - FRS Details Report Pillar-wise
NRF15 - FRS Details Report Vertical No wise
NRF16 - JTO Wise Cleared Faults with Duration Report
NRF17 - Lineman Cleared Faults Report
NRF18 - Monthly Cleared Fault Analysis Durationwise Report
NRF19 - Monthly Fault Category Report
NRF20 - Outdoor Faults Ordered To Lineman Report
NRF21 - PCO Monthly Fault Analysis Report
NRF22 - Pending Accessory Fault Report
NRF23 - Pending Cable Faults Report
NRF24 - Pending Faults MDF Report
NRF25 - Pending Faults- Supervisory Verification Report
NRF26 - Pending Faults SWRM Report
NRF27 - Pending Instrument Faults Report
NRF28 - Pending NIB Faults Report
NRF29 - Pending Outdoor Faults Report
NRF30 - Pending Outdoor Faults Summary Report
NRF31 - Pending Outdoor Faults Summary Rolewise
NRF32 - Repeat Faults Details Report for last 30 Days
NRF33 - Repeat Faults Summary for last 30 Days Report
NRF34 - Weekly Fault Category Report
NRF35 - Subscriber Fault Card Report
NRF36 - Lineman Docket Report

Under Complaints, following 5 reports are available:

NRC01 - Cleared ROT Complaints Report

NRC02 - Pending Complaints Initial Testing Report
NRC03 - Pending Complaints Under Verification Report
NRC04 - Repeat Complaints Details report for last 30 days
NRC05 - Repeat Complaints Summary for last 30 days Report

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4. CRM:Reports under CRM is categorized into:

o Advice Notes
o Waitlist
o Customer Accounts
o Franchisee Reports

At present no items are available under this.

5. Telecom Revenue: UnderTelecom revenue, following sub categories

have been created:
o Billing
o Accounting

Under Billing, 16 reports are available:

NRBILL01 - Accounts Refunded Report

NRBILL02 - Adjustment Summary Report
NRBILL03 - Annual Plans Report
NRBILL04 - Bill Register Report
NRBILL05 - Bill Register Summary Report
NRBILL06 - Broadband Usage Customer wise Report
NRBILL07 - Credit Broadsheet Report
NRBILL08 - Outstanding Detailed List Report
NRBILL09 - Payment Receipt Summary of Permanently Closed Accounts
Report
NRBILL10 - Per Line Revenue Report
NRBILL11 - Receipt Classification Report
NRBILL12 - Subledger Report
NRBILL13 - Write Off Month Wise Report
NRBILL14 - Project Kuber Report (Bucket 1)
NRBILL15 - Project Kuber Report (Bucket 2)
NRBILL16 - Project Kuber Report (Bucket 3)

Accounting:Under accounting, no report is available:

6. Miscellaneous: under Miscellaneous, master category has been

created.
o Masters

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Under this category, 9 reports are available pertaining to daily status

report.
NRMISC01 - Clarity Order Status Summary (OM) Report
NRMISC02 - Clarity Pending(In Progress) - Breakup Report
NRMISC03 - Daily Status of Faults Report
NRMISC04 - Lineman Performance Report
NRMISC05 - List of BB Customers Report
NRMISC06 - Pending Indoor Tasks for Dunning Report
NRMISC07 - Plan Change Details Report
NRMISC08 - PMS Daily Status Report
NRMISC09 - Tasks in error state Report

7. USO
o VPT
o RH BB
o RH DELs
VPT – Village Public Telephone. Under this category, 8 different reports are
available.

NRVPT01 - Details of VPT Added during the Month Report

NRVPT02 - VPT Billed Usage Details Report
NRVPT03 - VPT Billing Details (Billed Amount) Report
NRVPT04 - VPT Billing Details (Outstanding Amount) Report
NRVPT05 - VPT Fault Report
NRVPT06 - VPT Permanent Disconnections Report
NRVPT07 - VPT Usage Details Report
NRVPT08 - VPT Suspend and Restore Orders Details

RH BB – Rural Household Broadband report: Under this, 5 different reports

are available

NRHHBB01 - BB New Connection Rural Report

NRHHBB02 - BB New Connection With Billing Details Report
NRHHBB03 - Broadband Closures Report
NRHHBB04 - Rural BB Fault Report
NRHHBB05 - Suspend and Restore Rural BB Orders Details

RH DELs - Rural Household Broadband report: Under this, 5 different reports

are available

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NRHHDEL01 - First Bill Details of RHDELS Installed in a month Report

NRHHDEL02 - RHDELS Billing Details
NRHHDEL03 - RHDELs Fault Report
NRHHDEL04 - Rural Dels Permanent Disconnection Report
NRHHDEL05 - Suspend and Restore RHDELs Orders Details

As seen, under CDR system around 120 different reports are available.
These reports are fully customizable and can be exported to excel for further
analysis. Therefore, we should take advantage of information available to
server our customers better.

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