Functional Specification Document

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ASPECT
PROFESSIONAL SERVICES

KARUR VYSYA BANK LIMITED
CHENNAI

FUNCTIONAL SPECIFICATION DOCUMENT

Version 2.1
Jan 7, 2013

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Version History:

Version Name Date Description
1.0 Kannan / Rajesh Nov 05, 2012 Document created
1.1 Satyasai Nanda Nov 08, 2012 Reviewed
1.2 Kannan/Rajesh Nov 09, 2012 System Architecture, Database structure updated
1.3 Kannan/Rajesh Nov 15, 2012 Backup plan, Database structure, Tables, Limitations updated.
1.4 Kannan/Rajesh Nov 15, 2012 Assumptions, Limitations updated.
1.5 Kartik Dash Nov 16, 2012 Database Structure( Tables) , Backup and recovery planning
1.6 Satyasai Nanda Nov 19, 2012 Reviewed
1.7 Arun Prakash Nov 22,2012 Review of Document
1.8 Rajesh Dec 30, 2012 Updated the document as per customer feedback
1.9 Kannan Dec 31, 2012 Change in Database structure.
2.0 Kannan Jan 2,2013 Change in IVR flow and Database structure.
2.1 Kannan Jan 7,2013 Change in IVR flow and Database structure, ISO Response
Message

References:

SOW_KVB_IVR_CBS Integration_TPIN_TicketingModule_ATOM PG_14 Aug 2012_v1.7

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Table of Contents

Table of Contents ........................................................................................................................................................... 3
1. Introduction .................................................................................................................................................... 7
1.1. Purpose of the Document .................................................................................................................................... 7
1.2. Scope ................................................................................................................................................................... 7
1.2.1 Specific Inclusions ...................................................................................................................... 7
2. System Architecture ........................................................................................................................................ 9
3. Unit/Module Descriptions ............................................................................................................................. 11
3.1. Custom IVR Module ........................................................................................................................................... 11
3.1.1 Functional Requirement .......................................................................................................... 11
3.1.2 Solution Approach ................................................................................................................... 12
3.1.3 Break in IVR .............................................................................................................................. 18
3.2. Custom TPIN Module ......................................................................................................................................... 18
3.3. OTP Generation ................................................................................................................................................. 20
3.4. Custom Ticketing Module .................................................................................................................................. 21
3.5 Flex cube Integration ......................................................................................................................................... 23
3.6 ATOM Payment Gateway Integration ................................................................................................................ 23
3.7 Custom IVR Module ........................................................................................................................................... 24

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3.8 Custom TPIN Module ......................................................................................................................................... 24
3.9 OTP Generation ................................................................................................................................................. 24
3.10 Custom Ticketing Module .................................................................................................................................. 24
4. Limitations and Caveats ................................................................................................................................. 25
4.1 Custom IVR Module ........................................................................................................................................... 25
4.2 Custom TPIN Module ......................................................................................................................................... 25
4.3 OTP Generation ................................................................................................................................................. 25
4.4 Custom Ticketing Module .................................................................................................................................. 26
5. Backup and Recovery Planning ...................................................................................................................... 27
5.1 Failure of Services and Intimation ...................................................................................................................... 27
5.2 Backup Plan for Service and Data Recovery ....................................................................................................... 27
6. Annexure ....................................................................................................................................................... 29
6.1 Database Structure ............................................................................................................................................ 29
6.2 Database Tables:................................................................................................................................................ 29
6.2.1 Table Name: tblCustomer ........................................................................................................ 29
6.2.2 Table Name: tblAccount .......................................................................................................... 29
6.2.3 Table Name: tblTPINMaster..................................................................................................... 30
6.2.4 Table Name: tblTPINActivity .................................................................................................... 30
6.2.5 Table Name: tblIVRReport ....................................................................................................... 30
6.2.6 Table Name: tblService ............................................................................................................ 31
6.2.7 Table Name: tblMobileBanking ............................................................................................... 31

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6.2.8 Table Name: tblInternetBanking .............................................................................................. 32
6.2.9 Table Name: tblDebitCardRequest .......................................................................................... 32
6.2.10 Table Name: tblChequebookRequest ...................................................................................... 33
6.2.11 Table Name: tblTransaction ..................................................................................................... 33
Table is used to store transactions requested from IVR .......................................................................... 33
6.2.12 Table Name: tblFundTransfer .................................................................................................. 34
Table is used to store fund transfer transaction amount of t he Customer. IVR will
update the table. ................................................................................................................................. 34
6.2.13 Table Name: tblFTLimit ............................................................................................................ 34
Table is used to store fund transfer amount li mit per day. Customer will update the
table. ...................................................................................................................................................... 34
6.2.14 Table Name: tblTicketing ......................................................................................................... 34
Table is used to store complaints requested by the Customer called through IVR. .......... 34
6.2.15 Table Name: tblTicketDetail..................................................................................................... 35
Table is used to store complaint history. ................................................................................................. 35
6.2.16 Table Name: tblComplaintCategory ........................................................................................ 35
Table is used to store complaint category. Bank will update the i nformation. .................. 35
6.2.17 Table Name: tblProductType ................................................................................................... 35
Table is used to store product type. Bank will update the information. .............................. 35
6.2.18 Table Name: tblFeedback ........................................................................................................ 35
Table is used to store the feedback of the IVR Customer. ....................................................... 35
6.3 IVR Call Flow ...................................................................................................................................................... 37
6.4 Message A: ISO Message Formats ...................................................................................................................... 47
6.4.1 Logon Request Message .......................................................................................................... 47
6.4.2 Logon Response Message ........................................................................................................ 47
6.4.3 Logoff Request Message .......................................................................................................... 47
6.4.4 Logoff Response Message ........................................................................................................ 48
6.4.5 Echo Request Message ............................................................................................................ 48
6.4.6 Echo Response Message .......................................................................................................... 48

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6.4.7 Balance Enquiry Request Message .......................................................................................... 49
6.4.8 Balance Enquiry Response Message ........................................................................................ 50
6.4.9 Mini Statement Request Message ........................................................................................... 52
6.4.10 Mini Statement Response Message ......................................................................................... 53
6.4.11 Cheque Status Request Message ............................................................................................. 55
6.4.12 Cheque Status Response Message .......................................................................................... 56
6.4.13 Stop Cheque Request Message ............................................................................................... 58
6.4.14 Stop Cheque Response Message ............................................................................................. 59
6.4.15 Fund Transfer (With in KVB) Request Message: ...................................................................... 61
6.4.16 Fund Transfer (With in KVB) Response Message: .................................................................... 63
6.4.17 Fund Transfer Reversal (With in KVB) Request Message: ....................................................... 65
6.4.18 Fund Transfer Reversal (With in KVB) Response Message: ..................................................... 67
6.5 Web service function, Method and Field Description ......................................................................................... 70
6.5.1 Fund Transfer with other Bank customers .............................................................................. 70
6.6 RSA On-Demand Authentication Web Service Request Response ...................................................................... 71
7. General Assumptions and Caveats ................................................................................................................. 73
8. Agreement of the Parties ............................................................................................................................... 75
9. Abbreviations ................................................................................................................................................ 76
10. Appendix A Hardware & Software Specification ......................................................................................... 77
10.1 Server Specifications (3 Nos) ............................................................................................................................. 77
10.2 Database Specifications ..................................................................................................................................... 77

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1. Introduction
1.1. Purpose of the Document
The intent of this document is to brief the functional details for Karur Vysya Bank Customization project.
The major components of this project are as follows
1. Custom IVR Module
2. TPIN Module
3. Ticketing Module
4. ATOM Integration for TPIN Validation.

1.2. Scope
The scope of this project is to design, develop, deploy and deliver the custom applications requirements for
Karur Vysya Bank.
1.2.1 Specific Inclusions
1. IVR will be having OTP as a 2
nd
authentication factor for TPIN, Fund transfer and Stop Cheque.
2. ISO message to be incorporated for all services except funds transfer to other banks.
3. Fund transfer from KVB customers to other bank customers is included.
4. Funds transfer reversal will be done, if there is no response found for fund transfer request after a
specific second (timeout). It is a configurable time seconds.
5. Customer has to update the failure response time out of Fund transfer.
6. Aspect will keep track of total funds transferred within a day and do all validations
7. Debit Card Hot listing (blocking), ATM PIN change, Issue of New (Replaced of Debit Card), Status of
ATM PIN change request, Status of Request (Issue/replacement of Debit Card) will be part of the
ATM module.
8. Internet Banking will have the following options like Request to Unlock User Id, Login password
reset and transaction password reset instead of transferring to Customer Service Representative
(CSR).
9. Mobile Banking will have the following options like Request for registration of mobile banking
(Mpay), Application password reset and MPIN reset instead of transferring to Customer Service
Representative (CSR).

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10. Complaint number generated from ticketing module has to be sent through Email for customers
who have a valid email address.

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2. System Architecture

The below system architecture illustrates the overall functionality of the custom applications.
Hook DLL
RSA OTP Server
RSA OTP Server
M3 Server
IIS Server Flex Cube Core Bank
DataBase
TA Server
TA Server
Request
Ticketing Server (IIS Server)
Ticketing Server (IIS Server)
Agents
Flex Cube Core
Bank
Request
Response
Agent Desktop Agent Desktop
Response
OTP
Utility Library ( Voice File
Generator )
WEB SERVICE
WCF LIBRARY

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1. The major components in the System Architecture are:-
Aspect Unified IP M3 (IVR) Server
o Hook DLL
o Utility Library
Aspect Flex Cube Service
TA server
Ticketing Server(IIS Server)
3
rd
Party System
o Database Server (Oracle 11g)
o RSA OTP server
o Flex Cube Core Bank
2. Customer call will land in the Aspect Unified IP M3 Server.
3. M3 server will play the IVR to the customer.
4. TA server will contain the entire voice file which needs to be played in IVR.
5. Utility Library inside the M3 server is used to create a dynamic voice files in TA Server for Balance
enquiry and Last 3 transactions.
6. All the Customer requests are sent to Flex Cube core bank through Aspect Flex Cube web Service.
7. M3 sends the request to Aspect Flex Cube web service by using Web invoke Method.
8. Web invoke Method sends the request to aspect flex cube web service which will send the request
to flex cube core bank for a response.
9. The response from flex cube core bank is passed to Aspect Flex cube Service which will sent it to
M3.
10. M3 response to the Customer.
11. If the Customer wants to generate OTP, m3 will send the request to the RSA OTP server. OTP server
will process the request and send One Time Password to the Customer through SMS or EMAIL.
12. If the mobile number started with country code (+91) is available in the customer table, Hook DLL
will request for SMS to OTP Server.
13. If the mobile number does not start with country code (+91) and Email address is available in the
customer table, Hook DLL will request for Email to OTP Server.
14. If the Call is transferred to the Agents from the IVR, Agent can generate the ticket through Ticketing
Module application which will run in the Agent desktop.
15. Ticketing application will generate a compliant number and sends the complaint details to the
Customer through Email if email address is available.

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3. Unit/Module Descriptions

3.1. Custom IVR Module
3.1.1 Functional Requirement
1. The IVR call flow supports customer in -English, Malayalam, Hindi, Tamil, Telugu, Kannada and it
required to have Welcome Message, Main Menu and Specific Self-Services Menu.
2. Customer has an option to speak to a Customer Support Representative (CSR) in case of any clarity
in the language menu.
3. IVR will provide the Customer to choose the preferred language.
4. The Main Menu should have the following options
Banking Services
Debit Card
Internet Banking
Mobile Banking
Change TPIN
5. Customer should have the option to speak to CSR to know the status of ATM pin/New Debit card
requests.
6. Customer should have the option to change his default account in case he has more than one
account.
7. Self Service menu should contain the following options
Balance Enquiry
Last 3 transaction
Cheque Status
Cheque Book request
Stop Cheque
Fund Transfer within same KVB customer
Fund Transfer within other KVB customer
Fund Transfer with other Bank Customer

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3.1.2 Solution Approach
1. Customer will be given an option to choose banking menu or to speak to a Customer Support
2. If Customer selects Banking Menu he will be prompted for Language selection.
3. If Customer likes to speak to a CSR he will be given an option to choose his preferred language
before speaking to the CSR.
4. The language sequence will be English, Tamil and Other languages.
5. The other language sequence will be Telugu, Hindi, Kannada and Malayalam.

Welcome Message

The default Welcome message will be in English language for all customers.

Language selection

New Customer

1. First Time Preferred language will be English.
2. IVR will provide an option to the Customer to choose his Preferred Language.
3. Customer can choose his preferred language out of 6 available languages.
4. If the Customer does not set his Preferred Language the default language will be English.
5. When a call comes from a non-registered mobile or Landline, the IVR will ask for select preferred
language. Change the preferred language will not be available.

Existing Customer

1. After welcome message, IVR will play menu options as per the preferred language set by the
Customer.
2. Customer has the option to change his preferred language of his choice from the 6 languages
available.

3.1.2.1 Main Menu
Debit Card Menu

Debit Card menu is utilized by the Customer to give requests related to their Debit card.

In Debit Card menu the Customer can do the following operations
Debit card Hot listing (Blocking).
Request for Issuing New Debit Card

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Request for Replacement of Debit card.
Request for New ATM pin Generation.
Status of Request (issue / replacement of debit card).
Debit Card Hot listing
If the Customer enters into the Debit card Hot listing (Blocking) menu then the call will be
transferred to CSR.
Agent will Block the Debit Card by verifying customer details and inform the status to the
customer.
Request for Issuing New Debit Card
Customer Requests like Issuing New Debit Card are accepted in IVR and the information is
logged in the tblDebitCard table. Bank will process the request.
Request for Replacement of Debit card
Customer Requests like Replacement of Debit Card are accepted in IVR and the information
is logged in the tblDebitCard table. Bank will process the request.
Request for new ATM pin
The request from the customer for new ATM pin is logged in the tblDebitCard table. Bank
will process the request.
If the Customer wants to know Status (pending/processing/completed) of the above requests the
call will be transferred to CSR.

Internet Banking Menu

In Internet Banking menu the Customer can do the following operations.
Request for unlocking User ID.
Reset Internet Banking Password.
Reset Transaction Password.
1. If the Customer wants to unlock his Internet Banking User ID then the request is taken by the IVR
and updated in the database. Bank will process the request.
2. Customer requests for Resetting Internet Banking password and transaction Password are inserted
into tblInternetBanking table. The requests are processed by the bank.

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Mobile Banking

Mobile banking menu helps the customer to register the MPAY application and reset their mobile
banking passwords.
In Mobile banking Menu, Customer can Request the following
Registration for Mobile banking (MPAY).
Reset of Application Password.
Reset of MPIN.

1. If the customer selects MPAY registration, the request is inserted into the tblMobilebanking table.
The requests are processed by the Bank. Customer will receive two SMS after bank process the
requests. One SMS will contain MPAY application download URL and the second message will
contain application password and MPIN.
2. Customer can request to reset the Mobile Banking application password and MPIN in Mobile
banking Menu.
3. If the customer selects Application password reset/MPIN reset, the request is inserted into the
tblMobilebanking table. The request is processed by the Bank.

Change TPIN

1. Authenticated User can directly change their existing TPIN in Main Services menu.
2. IVR will prompt the Customer to enter the new TPIN twice.
3. If both entries match then New TPIN is encrypted and updated into the tblTPINMaster table.
3.1.2.2 Banking Services Menu

Change Default Account

1. Customer who has more than one account can change his default account.
2. tblCustomer table will contain the list of accounts associated with the single customer.
3. If the customer wants to change the Default account, IVR will prompt the customer to enter the
last 5 digit of the Account number.
4. The account number is verified in database. If it is a valid account number then IVR will update the
Default account number into the tblCustomer table.

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3.1.2.3 Self-Services Menu

Balance Enquiry

New Customer

1. First Account number will be the default account number to play the account balance information.
2. The Net available balance received from core bank will be played to the customer.

Existing Customer

1. Customer will get default account balance when entering into the self-service menu.
2. Middle Tier application send Balance enquiry request to Flex cube Core bank and will receive the
Balance. IVR will play Net available Balance to Customer.
3. If the Customer has multiple accounts, IVR will prompt the Customer to enter last 5 digits of
account number. The entered account number will be validated in the database and if it is a valid
account number IVR will send the request to core bank and will play the Account balance to
Customer.

Last 3 Transactions

1. Last 3 transactions option will play the Customers last 3 transactions of default account.
2. Middle tier application will send Last 3 transaction to the flex cube core banking and will receive
the last 3 transactions.
3. Last 3 transaction information is created and combined as a voice file and the output is played to
the customer.

Cheque Status

1. Cheque status menu is used to know the status of the Cheque issued by the KVB Customer.
2. Customer will input the 1 to 6 digit Cheque number in IVR.
3. IVR will send the request to the Core banking system and will receive the status of the Cheque.
4. This information is played out in IVR to Customer.

General Technical details for stop Cheque

1. IVR will receive the following Cheque Status.
Stopped
Lost
Unused

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Paid
Destroyed
Cautioned Cheque
Reject
2. Length of the cheque number is 1 to 6 digits.
Cheque Book Request

1. Customer can give their request to issue a new Cheque Book through the IVR.
2. Customer has to provide his/her Customer ID which will be validated in the database before
accepting the cheque book request.
3. If he/she is a valid Customer, request for Cheque book will be inserted into the
tblChequeBookRequest table.
4. Once request is successful request success message will be played to requester.

General Technical details for Cheque book request

1. The following information is stored in the database for cheque book request
Customer ID
Cheque book status
Date Time stamp

Stop Cheque

1. Stop Cheque menu helps the Customer to stop their Cheque issued by the customer.
2. Menu requires OTP Verification before stop the Cheque.
3. Customer has to enter his OTP if he already has an OTP.
4. If customer does not have an OTP then he/she has to request for an OTP to stop cheque.
5. If the Customer is authenticated using OTP then IVR will prompt the customer to enter 1 to 6 digits
Cheque number.
6. After an invalid entry of OTP, another OTP is regenerated and sent to the registered mobile no. of
the customer. Maximum 2 tries allowed to the IVR Customer.
7. IVR will send Stop cheque request to the flex cube core bank through Middle Tier application.
8. IVR will play the stop cheque status message to the customer as per the response code sent from
core bank.

Fund transfer within KVB

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1. This menu helps the bank customer to transfer the fund between the same user with different
account number and between the different customers inside the KVB.
2. OTP authentication required to transfer the fund.
4. If customer does not have an OTP then he has to request for an OTP to do fund transfer.
5. If the Customer is authenticated using OTP then he/she can transfer the fund to another KVB
account.
6. After an invalid entry of OTP, another OTP is regenerated and sent to the registered mobile no. of
the customer. Maximum 2 tries allowed to the IVR Customer.
7. If the Customer has more than one account then he can transfer between his different account and
also transfer to other customer account.
8. Confirm, Modify and Cancel option is given to customer before sending the Fund transfer request
to the core bank.
9. Aspect will keep track of total funds transferred within a day and do all validations.
10. Fund Transfer reversal is required with there is no response from the Core bank after the
Configurable time seconds.
11. Fund Transfer limit per customer is Rs.50,000. It should be configurable.
12. Customer will be responsible to change amount of transaction per day.

Fund transfer with other Bank customers

1. This menu helps the Customer to transfer the fund from KVB customer to other bank to other bank
customer account.
2. It will happen through Interbank Mobile Payment Service (IMPS).
3. Fund transfer requires 7 digits MMID (Mobile Money Identifier) to transfer the fund between
interbank customers.
4. This interbank fund transfer require OTP authentication to Transfer fund.
6. If customer does not have an OTP then he has to request for an OTP to initiate fund transfer.
7. After an invalid entry of OTP for the first time, another OTP is regenerated and sent to the
registered mobile no. of the customer.
8. If the Customer is authenticated through OTP then IVR will prompt the customer to enter the
MMID, Registered Mobile number and Amount.
9. Need to give Option to Confirm, Modify and Cancel Option to customer before sending the Fund
transfer request.
10. The request is sent through the web service and the response status is played back to the
customer.

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General Technical details for Fund Transfer

1. Fund Transfer limit per day is Rs 50,000 per customer. It is a configurable amount.
2. There is no limit on number of transactions per day.
3. Timeout duration for fund transfer outside KVB is 30 seconds.
4. Fund transfer reversal will be done if required.
5. Aspect will keep track of total funds transferred within a day and do all validations.
3.1.2.4 Global Prompt
1. To go to Main menu Press 8
2. To go to previous menu Press 7
3. To Repeat Press *
4. To Transfer CSR Press 9
3.1.3 Break in IVR
There are four break in required in Custom IVR module.
1. Customer ID BreakIN. (In Case of Wrong Customer ID)
2. TPIN BreakIN. ( In Case of Wrong TPIN for New TPIN)
3. Main Menu BreakIN. (As per the request of IVR Customer)
4. FeedBack BreakIN. (In case of Feedback from Customer)

3.2. Custom TPIN Module

1. New customer has to undergo OTP verification and Agent verification to enter his new TPIN.
2. Break in service required for New Customer Registration.
3. Customer will be transferred to Agent. Agent will verify the customer. After satisfying the details,
agent will transfer the customer to Custom IVR node Enter the New TPIN. The customer will
enter TPIN and registration will happen.
4. Another Break in service required, if the Customer entered the wrong Customer ID. Agent will
verify all the details and give the Customer ID and transfer the call to IVR to enter customer ID.
5. For existing customers forgetting their TPIN, call will be transferred to CSR.
6. History of TPIN change to be maintained and New TPIN should not be from last 3 TPIN.

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New Customer
1. IVR will prompt the Customer to enter his Customer ID.
2. If he/she is a valid customer, IVR will check for OTP Authentication.
3. If Customer has a OTP
He would be prompted to enter his OTP and registered Mobile number.
After validation of OTP and Mobile number he would be prompted to enter and re-enter his new
TPIN.
Generated TPIN is stored in a database along with the Customer ID and play success message to
customer.
4. If Customer doesnt have a OTP
He has to Register, Generate and Enter the OTP to create new TPIN.
Customer must have a registered mobile number to generate OTP.

Existing Customer

1. Customer has to enter his Customer ID and TPIN for Authentication.

General Technical details for TPIN Module
1. If the existing customer forgets his TPIN then the call will be transferred to the Customer Support
2. TPIN will be Encrypted using Triple DES algorithm and stored in database.
3. The encrypted TPIN is stored in TPIN master database along with the following details
Customer ID
Encrypted TPIN
Date and Time stamp
Count of TPIN change
4. If the customer does not have a registered mobile number he cannot be registered for OTP.
5. If Customer enters wrong TPIN for 3 times, IVR will transfer the call to CSR.
6. If Customer does not enter any input in the specified time, after 3 chances, IVR will transfer the call
to CSR.

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7. Customer will be redirected to Agent. Different parameters will be verified by the agent. After
satisfying the details, agent will directly transfer the customer to feed the TPIN node. The
customer will enter TPIN and registration will happen.

3.3. OTP Generation
1. OTP validation is required for all financial transactions.
2. IVR call flow should have OTP validation in
Welcome and Main Menu After checking TPIN Availability
Main Menu Option 6 to generate OTP
Self Service Banking Menu Option 5 fund Transfer within KVB, Option 6 fund transfer with
other bank customer.
Stop Cheque.
1. Customer ID and Registered Mobile Number are required to Register OTP.
2. If registration is successful then OTP is generated to the customer through RSA server.
3. RSA server will send the OTP to Registered Mobile Number or email.
4. If the Customer wants to validate the OTP we need to send the Validation request. If it is a correct
OTP then RSA will send the success message.
5. List of function with RSA server.
Registration of OTP
Generation of OTP
Validation of OTP
6. For International customers, OTP will be sent through EMAIL.
7. International Customers are identified by checking the tblCustomer table where the registered
mobile number doesnt start with 91.
8. OTP generation is done in a real time basis and is generated within 10 secs as confirmed by KVB.
9. OTP length is 8 digits as per the customer.
10. While OTP generation if we got failure response like Customer is not registered then we need to
send the Register OTP request to RSA server then need to send OTP generation Request.
11. If the OTP entered by the Customer is wrong then we need to regenerate the OTP again.
12. Maximum 2 try need to give the customer for OTP Verification. After that the call should transfer to
CSR.

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M3 Server
OTP Registeration
OTP Generation
OTP Verification
RSA OTP Server
WSDL Response
WSDL Request
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3.4. Custom Ticketing Module

1. This is proposed to be an intranet based web application.
2. Customer is looking for ticketing module to register complaints from their customers.
3. The ticketing module should have an option to export the booked complaints in to an excel sheet.

1. Custom Ticketing Module will be developed thin client application.
2. The application will have two modules Agent and Supervisor
Agent Create, Update and Search tickets
Supervisor Search, Update and Export tickets in an excel format.
3. The ticket details exported in excel sheet should contain the following fields

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Date
Complaint ID
Customer Name
Customer ID
Complaint Category
Product Type
Agent ID
Status and Comments Complaint registered/Complaint resolution in progress/Complaint
closed.
4. Agent will be copying the Customer ID from the Agent Pop-up screen and paste it in the search field
available in Custom Ticketing Module. This operation will provide the agent with all the necessary
details of the customer for validation.
5. The following are the search criteria to be present in Custom Ticketing Module
Complaint ID (Compulsory)
Customer ID (Optional)
Customer Name (Optional)
Account No (Optional)
Debit Card No (Optional)
6. The following information will be available to the agent when he performs search criteria.
Customer ID
Complaint ID
Debit Card No
Mobile Number
Complaint status
Agent ID
7. Agent can authenticate the customer with the above information if the customer is not able to
provide a Complaint ID.
8. After booking the complaint, the Complaint ID along with a message (Message format to be
provided by the customer) should be sent to the Customer Email ID if available in the database.

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3.5 Flex cube Integration

1. The following are the menus in IVR script that will be using the Flex cube Integration. Customer is
having the below mentioned integration formats.
Last 3 Transactions ISO format
Cheque Status ISO format
Balance Enquiry ISO format
Stop Cheque ISO format
Fund Transfer
o within KVB for same customer ISO format
o within KVB for different customer ISO format
o Fund Transfer Reversal with in KVB ISO format
o From KVB to other bank customers Web Service

1. After discussion we have decided to use following integration
Last 3 Transactions ISO format
Cheque Status ISO format
Stop Cheque ISO format
Fund Transfer
o within KVB for same customer ISO format
o within KVB for different customer ISO format
o Fund Transfer Reversal with in KVB ISO format
o From KVB to other bank customers Web Service
Balance Enquiry ISO format
3.6 ATOM Payment Gateway Integration

TPIN validation should be done by the ATOM using the IVR TPIN only.

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Aspect will create a web service to check the TPIN Validation for ATOM.
3.7 Custom IVR Module

1. The IVR call flow will be developed for Aspect Unified IP 7.x system.
2. Customer will provide the required voice files in all languages for the IVR call flow.
3. The voice files should contain the Recorded Voice Files along with the Voice Text.
4. All voice files should be in format 8-KHz, 16-Bit, MONO ADPCM VOX.

3.8 Custom TPIN Module

1. Customer ID and TPIN will be stored in TPIN Master Table.
2. Oracle 11g Database will be used.
3. Aspect will provide the required table structure to store customer data.
4. Customer will be responsible for keeping the tblCustomer table updated.
5. TPIN will be stored in encrypted format (Triple DES) in the database.
3.9 OTP Generation

1. OTP is generated by the RSA server.
2. First Time customer need to register with the RSA OTP Server.
3. There is no limitation to generate OTP for the customers
4. It is expected the RSA server will respond the request within 10 seconds
3.10 Custom Ticketing Module

1. Agent will be provided with the facility to search a customer on Customer Id, Account Number and
registered mobile number.
2. There will be screens to register a complaint, update complaint status, delete complaints (soft
delete) and view date wise complaint report.
3. The application will use Aspect Security portal to authenticate users.
4. If the customer has an Email the complaint/suggestion number will be sent through Email.
5. Customer team will provide the SMTP details, necessary privileges and the format of the Email to
be sent to the customer.

1. Customer provided ISO messages and web services will be used for developing applications.

25


TPIN validation should be done by the ATOM using the IVR TPIN only.
Aspect will develop web service to check the TPIN Validation for ATOM.
ATOM will provide input Customer ID, TPIN and Security Key to Web Service for
authentication.
If it is a valid customer, web service will return the valid response code. Response Code 1 -
Success and 0 - Fail.
4. Limitations and Caveats

4.1 Custom IVR Module

1. Custom IVR Module will be developed as per the IVR call flow.
2. Customer will create the custom database (which will be used by IVR) and maintain it.
3. Customer will keep the banking customer information updated in the custom database.
4. Customer has to provide necessary privileges to update the custom database.
4.2 Custom TPIN Module

1. For generating new TPIN Customer must have a registered mobile number to generate OTP.
2. Customer will not be able to generate new TPIN is there is no response from OTP server.
3. History of TPIN change to be maintained and last 3 TPIN should not be allowed.

4.3 OTP Generation

1. The OTP format shared by Customer will be used for any Customized development. In case of any
discrepancy, respective teams need to be involved during development phase.
2. If there is no response from OTP server within the specified timeout, IVR will play technical failure
message to the customer.
3. If the OTP format is not as per the document shared by the customer, IVR will play technical failure
message to the customer.

26

4.4 Custom Ticketing Module

1. Customer should have a valid Email to get the ticket details information to his Email.
2. Tickets are generated only for KVB customers. Customers who do not have a KVB account will not
be considered for registering a complaint.

ISO Message Integration

1. The ISO Message format shared by Customer will be used for any Customized development. In case
of any discrepancy, respective teams need to be involved during development phase.
2. If there is no response from core bank within the specified timeout (5 secs), IVR will play technical
failure message to the customer.
3. If the ISO message format of the response message is not as per the document shared by the
customer, IVR will play technical failure message to the customer.
4. Customer will provide Access and permissions for Flex cube core bank port connectivity.

Web Service Integration

1. The web service format shared by Customer will be used for any Customized development. In case
of any discrepancy, respective teams need to be involved during development phase.
2. Customer will provide Access and permissions to web service integration.

1. Web service need to Published in public domain for ATOM to access this service.
2. Security key need to be matched to authenticate the User. Aspect will provide the Security key.

27

5. Backup and Recovery Planning
5.1 Failure of Services and Intimation

In case of communication failure between the Customer Services and the external services, Custom
services will send Warning Emails to the Email ids mentioned in the configuration file.

5.1.1. Failure in communication with the Flex cube core bank, RSA OTP Server or Oracle Database.

5.1.2. No response found from Flex cube core bank, RSA OTP Server or Oracle Database.
5.2 Backup Plan for Service and Data Recovery

1.Application (Primary)
4.Database (HA)
2.Database (Primary)
3.Application (HA)
Server 1 Server 2
Scenario 1
Scenario 2
Scena
rio 3
Scena
rio 4

1. Server1 will be the main server and Server 2 will be the backup for server 1.
2. Server 1 will consist of Application (Primary) and Database (High Availability)
3. Server 2 consists of Database (Primary) and Application (High Availability)
4. Application (primary) in server 1 will replicate Application (HA) in server 2.
5. Database (primary) in server 2 will mirror Database (HA) in server 1.

Scenario 1
1. Application (primary) will communicate with Database (primary).
2. This is the normal scenario.
Scenario 2,3and 4 are the failover plans for scenario 1.

28

Scenario 2
1. This scenario arises when application (primary) in server 1 and Database (primary) in server 2 are
down.
2. In this situation the Application (HA) and Database (HA) will act as the backup plan.

Scenario 3
1. This scenario arises when Server 1 is down
2. In this situation the Database (primary) and application (HA) will act as the backup plan.

Scenario 4
1. This scenario arises when Server 2 is down.
2. In this situation the Application (primary) and database (HA) will act as the backup plan.

29

6. Annexure
6.1 Database Structure

Database Name: Custom_IVR_DB
6.2 Database Tables:
6.2.1 Table Name: tblCustomer
Table is used to store Customer inf ormation.
1. KVB will provide a maximum of 10 number of account numbers of a customer.
2. Bank is responsible to update the table.
3. IVR will process only customer with status is (A Active).
4. Preferred language (Pref_Language) column will be updated from Custom IVR.

Column Name Data Type
Description
CustomerID Number(12)
Unique ID for customer (Primary key)
RegisteredMobileNo varchar(15)
Registered mobile number of customer
LandLineNo varchar(15)
Customer landline number
CustomerName varchar(200)
Customer name
FirstName Varchar(40)
Customer First Name
LastName Varchar(40)
Customer Last Name
EmailID varchar(200)
Customer Email ID
DefaultAccNo varchar(16)
Customer default account number
Pref_Language varchar(15)
Customer preferred language
Status Varchar(1)
Customer Status ( A Active Customer, B
Blocked Customer, D Deleted Customer)

6.2.2 Table Name: tblAccount
Table is used to store Customer Account information

Description
CustomerID Number(12)
Unique ID for customer (Foreign key)
Account Number varchar(16)
Account number of the customer
Relation varchar(9)
Relation between customer and account
(Sole Owner, Joint account, etc)
Acct_Status Number(3)
Different Status (1 closed, 5 closed
today, 8 regular etc)
AccountType varchar(5)
Customer account type (SA/CA)
DebitCardNo varchar(16)
Customer debit card number

30

6.2.3 Table Name: tblTPINMaster
Table is used to store TPIN with Customer ID for Customer authenti cati on from IVR.

Description
TPIN varchar(20)
Encrypted TPIN
CustomerID varchar(12)
Unique ID of the customer (Primary Key)
BLOCKED char(1)
Y- blocked, N- unblocked
TPINCOUNTER char(6)
No of times TPIN changed.

6.2.4 Table Name: tblTPINActivity
Tabl e is used to store TPIN changed requested from IVR.

Description
ID Bigint
Auto increment. (Primary key)
CustomerID varchar(12)
Unique ID of the customer ( Foreign Key)
OldTPIN Varchar(20)
Old TPIN of the Customer.
ReqDateTime DateTime
Request Date and Time
ACTIVITYFLAG char(1)
G Generated, R- Regenerated.

6.2.5 Table Name: tblIVRReport
Table is used to store menu and service used i n the IVR.

Field Name Data Type Description
CallSequenceNumber Numeric(20) Unique Identifier to the Call. (Primary
Key)
CallID Varchar(10) IVR Call id of the specific sequence
number.
CLI Varchar(15) Phone Number of the Caller
ServiceDNIS Varchar(15) DNIS ,dialed number
ServiceName Varchar(30) IVR (M3 Service) name.
CustomerType Varchar(15) Type of customer
CallStartDateTime DateTime Time at which the call was Answered by
the IVR
CallEndDateTime DateTime Time at which the call was Disconnected

31

CallTraversalPath Varchar(4000) Menu traversed by the Caller in IVR
CallStatus Varchar(30) Outcome of the specific call
AuthenticationStatus Varchar(1) Customer authentication status
Language Varchar(15) Language selected by the user
CallDisconnectReason Varchar(30) User Disconnected/IVR
Disconnected/Failure/Timeout

6.2.6 Table Name: tblService
Table is used to store IVR Service used i n IVR.

SequenceNumber Numeric(20) (Primary Key) Unique identification of the
Call
CallId Numeric (10) (Primary Key) Call Id
CLI Varchar(15) Contact number of the Customer
DateTimes Varchar(25) (Primary Key) Date and time of the use of
IVR Service.
ServiceName Varchar(30) Name of the Service used in the IVR
OutCome Varchar(10) Outcome of the Service
Status Varchar(10) Status of the Service used.

6.2.7 Table Name: tblMobileBanking
Table is used to store Mobil e banking request from IVR.

Req_ID Bigint Request ID (Primary Key)
CustomerID Varchar(12) Unique ID of the customer
RegMobileNo Varchar(15) Customers Registered Mobile Number.
RequestType Varchar(12) REG_MPAY Registration for Mobile
Banking.
RSET_MPIN Request for MPIN reset
RSET_APPL_PWD Request for Mobile
Banking Application password reset.

32

ReqDateTime DateTime Request DateTime.
Status Varchar(10) Status of the request. (
Open/Processing/Close)
Process_DateTime Datetime Processing completion Date and Time

6.2.8 Table Name: tblInternetBanking
Table is used to store Internet Banking request from IVR.

ReqID Bigint Request ID (Primary Key)
CustomerID Varchar(12) Unique ID of the customer
RequestType Varchar(15) UNLOCK_UID Request for Unlocking
Internet Banking User ID.
RSET_INET_PWD Request for Internet
Banking Password reset.
RSET_TRANS _PWD Request for
Internet Banking Transaction password
reset.
Open/Process/Close)
ProcessDateTime Datetime Processing completion Date and Time

6.2.9 Table Name: tblDebitCardRequest
Table is used to store Debit Card rel ated request.

CustomerID Varchar(12) Unique ID of the customer (Foreign Key)
RequestType Varchar(15) REQ_NEW_DC Request for issuing new
Debit card.
REQ_REPLACE_DC Request for
Replacement of Debit card.
RSET_ATM_PIN Request for reset ATM
pin

33

6.2.10 Table Name: tblChequebookRequest
Table is used to store Cheque book requested from IVR.

Open/Processing/Close)
6.2.11 Table Name: tblTransaction
Table is used to store transactions requested from IVR

TransID Bigint Transaction ID (Primary Key)
SequenceNumber Varchar(20) Unique number of the call
TransType Varchar(15) Type of transaction like Balance, Last5
etc..
CustomerID Varchar(12) Customer ID of the Customer
AccountNo Varchar(16) Account Number. Of the Customer
TransStartTime DateTime Transaction Begin Date and Time
TransEndTime DateTime Transaction End Data and Time
Response Varchar(2) Success or Failure Response Code
FailureReason Varchar(10) Timeout/Invalid response etc.,
ReqDateTime DateTime Request Date Time.
Status Varchar(10) Status of the processing by the Bank

34

6.2.12 Table Name: tblFundTransfer
Table is used to store fund transf er transacti on amount of the Customer. IVR wil l update the tabl e.

TransID Numeric(10) Unique Identification of transaction Auto
generated (Primary Key)
CustomerID Varchar(12) Customer ID of the Customer (Foreign
Key)
TransferDate Datetime Fund transfer Date
TransactAmount Numeric(15) Transaction amount
6.2.13 Table Name: tblFTLimit
Table is used to store fund transf er amount l imit per day. Customer will update the table.

FTLimitID Numeric(10) Unique Identification of Fund Transfer
Limit. Auto generated (Primary Key)
FTLimitAmount Numeric(15) Fund transfer limited amount per day.
FTLimitDate Datetime Fund transfer limit amount change date.
6.2.14 Table Name: tblTicketing
Table is used to store complaints requested by the Customer cal led through IVR.

ReqID Numeric(10) Request ID (PrimaryKey)
ComplaintID Varchar(30) Complaint ID generated by the Ticketing
Web Application
ComplaintCategoryID Numeric(5) Complaint Category ( Foreign Key)
ProductTypeID Numeric(5) Product Type (Foreign Key)
CaseOwnerAgentID Varchar(10) The agent id who receive the complaint
SupervisorAgentID Varchar(10) The agent id who resolve the complaint.
ComplaintDescription Varchar(2000) Brief description of the complaint
Status Varchar(50) Status of the Complaint.(OPEN,
INPROGRESS and CLOSED)

35

ClosedDate DateTime Complaint Closed Date and Time.
Flag Char(1) If Flag is D, it is a deleted Complaint.
6.2.15 Table Name: tblTicketDetail
Table is used to store complaint history.

ReqID Numeric(10) Request ID (ForeignKey)
AgentID Varchar(10) The agent id who receive the complaint
ComplaintDescription Varchar(2000) Brief description of the complaint

6.2.16 Table Name: tblComplaintCategory
Table is used to store complaint category. Bank will update the i nformation.

ComplaintCategoryID Numeric(5) Unique Identification of Complaint
Category, Auto generated (PrimaryKey)
ComplaintCategoryName Varchar(100) Name of the Complaint Category
6.2.17 Table Name: tblProductType
Table is used to store product type. Bank will update the informati on.

ProductTypeID Numeric(5) Unique Identification of product type,
Auto generated (PrimaryKey)
ProductTypeName Varchar(100) Name of the Product Type
Description Varchar(500) Description of the Product Type
6.2.18 Table Name: tblFeedback

Table is used to store the f eedback of the IVR Customer.

FeedbackID Numeric(5) Unique Identification of feedback
table.(Primary Key)

36

CustomerID Varchar(12) Customer ID
LastMenu Varchar(50) Where the Customer is Transferred to
CSR
CSRating Int Customer satisfaction Rating between
one to five(1-5)
RatedTime DateTime Customer Rated Date and Time.

37

6.3 IVR Call Flow
Welcome & Main Menu
Welcome Message
in English Only
Reset Language for
this Number
(Preferred
Langauge Only)
Play Promotional
Message in
Preferred/Selected
Language
To set
default lang
as English
To set
default
lang as
Tamil
Preferred
Language
successfully set
Update MS SQL
DB with Preferred
Language
One Time
Registration
To Continue
in preferred
Lang
To reset /
change
preferred
Lang
Banking
Press 1 for
Continue on Phone
banking Press 9 for
Speak to Phone
banking Officer;
Call Answer
Main Service
Menu in
preferred
Language
Enter your CustID TPIN Availability
Enter your TPIN
Valid TPIN(length
&DB check)
Enter TPIN
Forget TPIN
Transfer to
CSR
CSR
Valid
CustID(length&D
B check)
Exceed 3 Tries
No
CSR
yes
Yes
NO
Transfer to CSR
Exceeds 3 tries
yes
Registration of
OTP
Main Service
Menu in
preferred
Language
yes
NO
yes
NO
DB Lookup for Preferred
Language based on
Registered Mobile
Number
To Continue
in preferred
Lang
Yes
NO
Set Default lang for
reg mobile number
2.Tamil
3. Hindi
1. English
4. Telugu
5. Kannada
6. Malayalam
Update MS SQL
DB with Preferred
Language
Preferred
Language
successfully set
To set
default
lang as
Hindi
To set
default
lang as
Telugu
To set
default
lang as
Kannada
To set
default lang
as
Malayalam
Enter 4 digit TPIN
Reenter 4 digit TPIN
Valid
4 digit PIN
Valid
4 digit PIN
Exceed 3 Tries
Exceed 3 Tries
CSR
NO
No
Yes
Yes
NO
NO
CSR
Break in
Break in
1 9
1
2
1 2 3 4 5 6
1
2
1 2
DB Lookup for
Registered Mobile
Number?
Yes
2.Tamil
3. Hindi
1. English
4. Telugu
5. Kannada
6. Malayalam
No
Press 1 for
Continue on Phone
banking Press 9 for
Speak to Phone
banking Officer;
9
1
Insert encrypted
TPIN in DB using
HOOK DLL

38

Main Menu
Main Service
Menu
Debit Cards
Banking
Services
1
2
3
4
Debit card hot
listing(Blocking)
Issue of new Debit
card
replacement of
Debit card
Status of
request(issue/
replacement of
Debit card)
1
4
3
2
Status of issue of
new/replacement
card
Status of request
for new ATM PIN
1
2
Insert request into
DB
CSR
CSR
Internet
Banking
Mobile
Banking
Global Prompt
5
Enter New 4 digit
TPIN
Re-enter New 4
digit TPIN
Update the
encrypted TPIN in
DB using HOOK DLL
success
Success
message
CSR
Global
Prompt
No Yes
Valid
TPIN(length)
Exceed 3 tries NO
CSR
yes
NO
Valid
TPIN(length )
Exceed 3 tries NO
NO
yes
yes
yes
6
Generate OTP
Self Service
Banking Menu
Generation of
OTP
Change TPIN
Break in
IS
Authenticat
ed?
Yes
No
Disconnect
Request of New
ATM Pin
5

39

Banking Services Menu

Banking
Services
1 2
Change
DefaultAccount
Enter the last 5
digits of your
Account number
to be changed as
default account
num
success
HOOK DLL
Success
message
CSR
Global
Prompt
No Yes
Self Service
Banking Menu
Global
Prompt
Valid Account
num(length )
yes
Exceeds 3
tries
NO
NO
CSR
Yes

40

Self-Service Menu
Self Service
Banking Menu
Cheque Status
Cheque Book
Request
Get Cheque
Number
Check Status
using XML/ISO
in Flex Cube
Play the status
Message(Cleared /
Pending)
yes
Global
Prompt
Global Prompt
after options in
all Automated
IVR
2 3 4
5 6
Last 3 transaction
in IVR
1
* For Regional Languages After Hours
Call will be transferred to either English
or Hindi ACD Services based on the
Queue Length of English/Hindi
Log the Request
with Custer ID in
Oracle DB
Global
Prompt
Hook DLL
Stop Cheque
Get Cheque
Number
Check Status
using XML/ISO in
Flex Cube
Play the success/
failure status
Message
Global
Prompt
Hook DLL
Check
Multiple
Accounts in
DB
Please Enter the
Last 4 digit of
account Number
Want to know
another account
Balance
YES
YES
No
Enter OTP
Valid OTP
yes
Hook DLL
Check Status
using XML/ISO in
Flex Cube
No
Valid cheque
num
yes
Exceed 3
tries
NO
NO
CSR
yes
Valid cheque
num(length
from1 to 6)
Exceed 3
tries
NO
NO
yes
CSR
yes
Check Status
using XML/ISO
in Flex Cube
Play the transaction
details only(not
amount)
Global
Prompt
Hook DLL
NO
NO
Play the succcess/
failure message
Success msg
Failure msg CSR
Generation of
OTP
NO
Technical
failure
message
Play failure
message(no
trans made)
playTechnical
failure message
CSR
Play Technical
failure
message
CSR
Balance Voice out
for Default
Account
Success/failure
response code
Success code
Play Failure
message(no
balance )
Failure code
Play technical
failure message
CSR
Fund Transfer
(With in KVB
Customer)
Fund Transfer
(Within Other Bank
Customer)
Valid(length
& DB check)
Hook DLL
Check Status
using XML/ISO
in Flex Cube
Balance Voice out
Play success/
failure msg
Exceed 3
tries
CSR
Technical failure
message
NO
Play failure
msg(no balance)
No
cleared
Play the pending
status of cheque
pending
Play failure
msg(cheque not
stopped)
Failure msg
Generate
OTP
Exceed 2
tries
No
Yes
Enter OTP
Availablity
OTP
Available?
Yes

41

Global Prompt

Global Prompt
Repeat Menu Main Menu Previous Menu Transfer to CSR
*
8 7 9

Internet Banking
1
2
Internet
Banking
Request for
unlocking UserID
Global Prompt
Log the Request
into DB
Request for
Transaction
Password Reset
Request for Reset
of Internet
Banking Password
3 9

42

Mobile Banking

Mobile
Banking
Registration of
mobile
banking(MPAY)
Reset of App
Password
Reset of MPIN
Log the Request
into DB
Global Prompt
1
2
3
9

Generate OTP
Generation of
OTP
WEB Invoke
Check Success
Response from
RSA server
NO
yes
Play Success/
failure message
CSR
Play otp
generated msg
Success msg
Play failure msg Failure msg
Play technical
failure msg
Check
Response if
customer
already not
registerd?
No
WEB Invoke for
Register
Cusomer
Yes
Check Success
Response from
RSA server
Yes
No

43

New OTP (One Time Password)
Enter your
Registered Mobile
Number
Enter New 4 digit
TPIN
Insert encrypted
TPIN in DB using
HOOK DLL
Valid OTP
Enter OTP
yes
Exceed
2Tries
No CSR yes
Valid reg
mobile
num(length &
DB)
Exceeds 3
tries
NO
NO
yes
Re-enter New 4
digit TPIN
Valid 4 digit
PIN
yes
Exceed 3
tries
NO
NO CSR yes
Valid 4 digit
PIN
Exceed 3
tries
NO
NO
yes
yes
No
OTP Availability
with customer
Registration of OTP
Web Invoke
Method
Check Status
of RSA server
NO
Please wait while registration and
generation of OTP processing
NO
Generation of OTP
Web invoke
Check Status
of RSA server
No
Success/failure msg
Yes
Success msg
Play failure msg(not
registered)
Failure msg
Play technical
failure msg
Transfer to
CSR
Yes
Success
Play failure msg(not
generated)
Play technical
failure msg
Transfer to
CSR
Fail
Registration of
OTP
yes
Generate
OTP
Check Status
of RSA server
where already
Registered?
No
Yes
Check
Success /
Failure?

44

Fund Transfer Within KVB
Fund Transfer
(With in KVB
Customer)
Get Last five digit
From Acct Number
(If Multiple)
Get To Account
Number
Enter Amount to be
transferred
Play the Transfer
information
Execute Fund
Transfer using
Flex Cube Web
Service
Cancel
Transaction
1
3
Web Invoke
With in Same
Customer
With Different KVB
Customer
2
If Multiple Ac
yes
no
Valid OTP(length +
check with RSA
using Web Invoke
Enter OTP
1
yes
Generation of
OTP
Exceed 2
tries
NO
NO
Play success
msg
Play failure msg
Global prompt CSR
Global prompt
Yes CSR
Press 1 to Confirm
Press 2 to Modify
Press 3 to Cancel
2
Enter OTP
Availablity
OTP
Available?
No
Yes
Check
Response
Sucsess Fail

45

Fund Transfer with Other Bank
Get Last 5 Digit
From Acct
Number(if Multiple)
Enter MMID
Enter Amount to be
transfered
Play the Transfer
information
Execute Fund
Transfer using
IMPS web service
Cancel
Transaction
1
2
Web Invoke
Enter the Mobile
Number
Valid OTP(length +
check with RSA using
HOOK DLL
Enter OTP
Valid
MMID(length)
yes
Exceed 3 tries NO
NO
Valid mobile
num(length )
yes
Exceed 3 tries NO
NO
CSR
yes
yes
Check otp
availability with
customer
yes
Play success
msg
Play failure
msg(amount
not tranferred)
Global prompt CSR
Global prompt
yes
No
Generation of
OTP
Exceed 2
tries
NO
NO
CSR
yes
Fund Transfer
(Within Other Bank
Customer)
Press 1 to Confirm
Press 2 to Modify
Press 3 to Cancel
3
2
Check
Response
Success Fail

46

Feedback Tree

Play Feedback
Rating Voice
Enter Feedback
Insert Rating Values
into Database
Validate
Rating
No
YES
Failure Voice
Check
Max 3
try
No Disconnect Yes
Break in
Valid
Customer
ID?
Yes
No

47

6.4 Message A: ISO Message Formats
6.4.1 Logon Request Message

Description
Field
Number (Bit) Format Type Length Remarks
ISO Header
Message Type
BIT MAP 1 B1
Transmission Date & Time 7 MMDDhhmmss n 10
System Trace Audit
Number 11 n 6
Network Management
Code 70 n 3 Value-001

6.4.2 Logon Response Message

Description
Field
ISO Header
Message Type
BIT MAP 1 B1
System Trace Audit
Number 11 n 6
Response Code 39 n 2
Network Management
Code 70 n 3
6.4.3 Logoff Request Message

Description
Field
ISO Header
Message Type
BIT MAP 1 B1
System Trace Audit
Number 11 n 6

48

Network Management
Code 70 n 3 Value -002
6.4.4 Logoff Response Message

Description
Field
ISO Header
Message Type
BIT MAP 1 B1
System Trace Audit
Number 11 n 6
Network Management
Code 70 n 3
6.4.5 Echo Request Message

Description
Field
ISO Header
Message Type
BIT MAP 1 B1
System Trace Audit
Number 11 n 6
Network Management
Code 70 n 3 Value-301
6.4.6 Echo Response Message

Description
Field
ISO Header
Message Type
BIT MAP 1 B1
System Trace Audit
Number 11 n 6

49

Network Management
Code 70 n 3
6.4.7 Balance Enquiry Request Message

Description
Field Number
(Bit)
Format Type Length Remarks
ISO Header
Message Type
BIT MAP 1 b 1 Mandatory
Primary, Account Number 2 LLVAR Mandatory
Processing Code 3 n 6 Mandatory
Amount, Transaction 4 n 12 Mandatory
Transmission Date & Time 7 MMDDhhmmss n 10 Mandatory
System Trace Audit
Number 11 n 6 Mandatory
Time, Local Transaction 12 hhmmss n 6 Mandatory
Date, Local Transaction 13 MMDD n 4 Mandatory
Date, Capture 17 MMDD n 4 Mandatory
Acquiring Institution
Identification Code 32 LLVAR Mandatory
Track2 data 35 LLVAR Optional
Retrieval reference
number 37 an 12 Optional
Card Acceptor Terminal
Identification 41 ans 16 Mandatory
Card Acceptor
Identification Code 42 ans 15 Mandatory

50

6.4.8 Balance Enquiry Response Message

Description
Field
Number (Bit)
ISO Header
Message Type
Conversion Rate,
Settlement 9 n 8 Optional
Conversion Rate,
Cardholder Billing 10 n 8 Optional
System Trace Audit
Card Acceptor Name /
Location 43 ans 40 Optional
Currency Code, Transaction 49 n 3 Mandatory
Reserved Private
- Field Length Indicator
-Year, Transaction
-Year, Settlement
- Year, Capture
-Year, Transmission 60
YYYY
YYYY
YYYY
YYYY
ans...999
n
n
n
n
n
3
4
4
4
4
Mandatory
Reserved private 61 Optional
Reserved private 100 LLVAR Optional

51

Retrieval reference
Authorization
Identification Response
Code 38 an 6
Response Code 39 an 2 Mandatory
Card Acceptor
Currency Code,
Transaction 49 n 3 Mandatory
Currency Code,
Currency Code,
Additional Amounts
-Net Available Balance
-Uncleared Funds
-Ledger Balance 54
ans 60
n
n
n
3
12
12
Optional

52

Reserved Private
-Year, Transaction
-Year, Settlement
- Year, Capture
-Year, Transmission
60
YYYY
YYYY
YYYY
YYYY
ans...999
n
n
n
n
n
3
4
4
4
4
Mandatory

6.4.9 Mini Statement Request Message

Description
Field
Number (Bit)
ISO Header
Message Type
System Trace Audit
Retrieval reference
Card Acceptor

53

Currency Code,
Reserved Private
-Year, Transaction
-Year, Settlement
- Year, Capture
YYYY
YYYY
YYYY
YYYY
ans...999
n
n
n
n
n
3
4
4
4
4
Mandatory

6.4.10 Mini Statement Response Message

Description
Field
Number (Bit)
ISO Header
Message Type
Conversion Rate,
Conversion Rate,
System Trace Audit

54

Retrieval reference
Authorization
Code 38 an 6
Card Acceptor
Currency Code,
Currency Code,
Currency Code,
Additional Amounts
-Uncleared Funds
-Ledger Balance 54
ans 60
n
n
n
3
12
12
Optional
Reserved Private
-Year, Transaction
-Year, Settlement
- Year, Capture
-Year, Transmission
60
YYYY
YYYY
YYYY
YYYY
ans...999
n
n
n
n
n
3
4
4
4
4
Mandatory

55

Mini Statement Records 127 LLVAR Mandatory

6.4.11 Cheque Status Request Message

Description
Field
Number (Bit)
ISO Header
Message Type
BIT MAP & P1 1 b 1 Mandatory
System Trace Audit
Retrieval reference
Card Acceptor
Currency Code,

56

Reserved Private
-Year, Transaction
-Year, Settlement
- Year, Capture
YYYY
YYYY
YYYY
YYYY
ans...999
n
n
n
n
n
3
4
4
4
4
Mandatory
Reserved private 122 LLLVAR Mandatory
6.4.12 Cheque Status Response Message

Description
Field
Number (Bit)
ISO Header
Message Type
Conversion Rate,
Conversion Rate,
System Trace Audit

57

Retrieval reference
Authorization
Code 38 an 6
Card Acceptor
Currency Code,
Currency Code,
Currency Code,
Additional Amounts
-Uncleared Funds
-Ledger Balance 54
ans 60
n
n
n
3
12
12
Optional
Reserved Private
-Year, Transaction
-Year, Settlement
- Year, Capture
-Year, Transmission
60
YYYY
YYYY
YYYY
YYYY
ans...999
n
n
n
n
n
3
4
4
4
4
Mandatory

58

6.4.13 Stop Cheque Request Message

Description
Field
Number (Bit)
ISO Header
Message Type
BIT MAP & P1 1 b 1 Mandatory
System Trace Audit
Retrieval reference
Card Acceptor

59

Currency Code,
Reserved Private
-Year, Transaction
-Year, Settlement
- Year, Capture
YYYY
YYYY
YYYY
YYYY
ans...999
n
n
n
n
n
3
4
4
4
4
Mandatory
6.4.14 Stop Cheque Response Message

Description
Field
Number (Bit)
ISO Header
Message Type
Conversion Rate,
Conversion Rate,
System Trace Audit

60

Retrieval reference
Authorization
Code 38 an 6
Card Acceptor
Currency Code,
Currency Code,
Currency Code,
Additional Amounts
-Uncleared Funds
-Ledger Balance 54
ans 60
n
n
n
3
12
12
Optional
Reserved Private
-Year, Transaction
-Year, Settlement
- Year, Capture
-Year, Transmission
60
YYYY
YYYY
YYYY
YYYY
ans...999
n
n
n
n
n
3
4
4
4
4
Mandatory

61

6.4.15 Fund Transfer (With in KVB) Request Message:

Description
Field
ISO Header
Message Type
System Trace Audit
Retrieval reference
Card Acceptor
Currency Code,

62

Reserved Private
-Year, Transaction
-Year, Settlement
- Year, Capture
YYYY
YYYY
YYYY
YYYY
ans...999
n
n
n
n
n
3
4
4
4
4
Mandatory
103 LLVAR
125
Request type
01
Account linkage
indicator 0
(possible values
0 Both From
and To account
not linked
to Card
1 From
Account Linked
to Card
2 To account
Linked to Card
3 Both From
and To account
linked to
card)
User Field 0
(filler for future
use)
Beneficiary
name 30 char
Beneficiary A/c
number 19 char
Beneficiary A/c
type 2 char
Sender name 30
char
Sender A/c
number 19 char
Sender A/c type
2 char
Reserved Data
94 spaces LLLVAR

63

6.4.16 Fund Transfer (With in KVB) Response Message:

Description
Field
ISO Header
Message Type
Processing Code 3 N 6 Mandatory
Amount, Transaction 4 N 12 Mandatory
Amount, Settlement 5 N 12
Amount, cardholder billing 6 N 12
Transmission Date & Time 7 MMDDhhmmss N 10 Mandatory
Conversion Rate,
Settlement 9 N 8 Optional
Conversion Rate,
Cardholder Billing 10 N 8 Optional
System Trace Audit
Number 11 N 6 Mandatory
Time, Local Transaction 12 hhmmss N 6 Mandatory
Date, Local Transaction 13 MMDD N 4 Mandatory
Date, Capture 17 MMDD N 4 Mandatory
Retrieval reference number 37 An 12 Optional
Authorization Identification
Response Code 38 an 6
Identification 41 Ans 16 Mandatory

64

Card Acceptor
Identification Code 42 Ans 15 Mandatory
Location 43 Ans 40 Optional
Currency Code, Transaction 49 N 3 Mandatory
Currency Code, Settlement 50 N 3 Optional
Currency Code, Cardholder
Billing 51 N 3 Optional
Additional Amounts
-Uncleared Funds
-Ledger Balance 54
ans 60
n
n
n
3
12
12
Optional
Reserved Private
-Year, Transaction
-Year, Settlement
- Year, Capture
YYYY
YYYY
YYYY
YYYY
ans...999
n
n
n
n
n
3
4
4
4
4
Mandatory
Original Data Elements
90
-Org Message
Type
- Org STAN
-Org Xmit
Date & Time
- Org Acq.
Inst. Code
- Org Fwd.
Inst. Code 42
Reserved Private 95 42
103 LLVAR Mandatory

65

125
Request type
01
Account linkage
indicator 0
(possible values
0 Both From
and To account
not linked
to Card
1 From
Account Linked
to Card
2 To account
Linked to Card
3 Both From
and To account
linked to
card)
User Field 0
(filler for future
use)
Beneficiary
name 30 char
Beneficiary A/c
number 19 char
Beneficiary A/c
type 2 char
Sender name 30
char
Sender A/c
number 19 char
Sender A/c type
2 char
Reserved Data
94 spaces LLLVAR Mandatory
6.4.17 Fund Transfer Reversal (With in KVB) Request Message:

Description
Field
ISO Header
Message Type

66

System Trace Audit Number 11 n 6 Mandatory
Retrieval reference number 37 an 12 Optional
Card Acceptor Identification
Code 42 ans 15 Mandatory
Currency Code, Transaction 49 n 3 Mandatory
Reserved Private
-Year, Transaction
-Year, Settlement
- Year, Capture
YYYY
YYYY
YYYY
YYYY
ans...999
n
n
n
n
n
3
4
4
4
4
Mandatory
Original Data Elements
90
-Org Message
Type
- Org STAN
-Org Xmit
Date & Time
- Org Acq.
Inst. Code
- Org Fwd.
Inst. Code 42
Reserved Private 95 42
103 LLVAR

67

125
Request type
01
Account linkage
indicator 0
(possible values
0 Both From
and To account
not linked
to Card
1 From
Account Linked
to Card
2 To account
Linked to Card
3 Both From
and To account
linked to
card)
User Field 0
(filler for future
use)
Beneficiary
name 30 char
Beneficiary A/c
number 19 char
Beneficiary A/c
type 2 char
Sender name 30
char
Sender A/c
number 19 char
Sender A/c type
2 char
Reserved Data
94 spaces LLLVAR

6.4.18 Fund Transfer Reversal (With in KVB) Response Message:

Description
Field
ISO Header
Message Type

68

Processing Code 3 N 6 Mandatory
Amount, Transaction 4 N 12 Mandatory
Amount, Settlement 5 N 12
Amount, cardholder billing 6 N 12
Transmission Date & Time 7 MMDDhhmmss N 10 Mandatory
Conversion Rate, Settlement 9 N 8 Optional
Conversion Rate, Cardholder
System Trace Audit Number 11 N 6 Mandatory
Time, Local Transaction 12 hhmmss N 6 Mandatory
Date, Local Transaction 13 MMDD N 4 Mandatory
Date, Capture 17 MMDD N 4 Mandatory
Retrieval reference number 37 An 12 Optional
Authorization Identification
Response Code 38 an 6
Identification 41 Ans 16 Mandatory
Card Acceptor Identification
Code 42 Ans 15 Mandatory
Location 43 Ans 40 Optional
Currency Code, Transaction 49 N 3 Mandatory
Currency Code, Settlement 50 N 3 Optional
Currency Code, Cardholder
Additional Amounts
-Uncleared Funds
-Ledger Balance 54
ans 60
n
n
n
3
12
12
Optional

69

Reserved Private
-Year, Transaction
-Year, Settlement
- Year, Capture
YYYY
YYYY
YYYY
YYYY
ans...999
n
n
n
n
n
3
4
4
4
4
Mandatory
103 LLVAR Mandatory
125
Request type
01
Account linkage
indicator 0
(possible values
0 Both From
and To account
not linked
to Card
1 From
Account Linked
to Card
2 To account
Linked to Card
3 Both From
and To account
linked to
card)
User Field 0
(filler for future
use)
Beneficiary
name 30 char
Beneficiary A/c
number 19 char
Beneficiary A/c
type 2 char
Sender name 30
char
Sender A/c
number 19 char
Sender A/c type
2 char
Reserved Data
94 spaces LLLVAR Mandatory

70

6.5 Web service function, Method and Field Description

Following operations can be performed via Web service:
6.5.1 Fund Transfer with other Bank customers
IMPS via MMID Request
Method name: IMPSRequest
Fields Description
Field Name Description Max Length
accountNo Customer account number from which amount is to be
transferred
16
Amount Amount, to be transferred to the beneficiary 12
bankId Initiator Bank Id (444444) 6
benMMID Beneficiary MMID to which the customer wants to
transfer fund
7
benMobileNumber Beneficiary mobile number to which the customer
wants to transfer fund
10
username Valid User Name, which is validating at mPAY Server
level
12
password Valid Password against User Name, which is validating
at mPAY Server level
12
remitterMobileNumber Customer Mobile Number, who is initiating IMPS
transaction
10
tranId Unique ID per transaction 12
IMPS via MMID Status
Method name: IMPSStatus
Fields Description
Field Name Description Max Length
accountNo Customer account number from which transaction is 16

71

initiated
bankId Initiator Bank Id (444444) 6
username Valid User Name, which is validating at mPAY Server
level
12
Password Valid Password against User Name, which is validating
at mPAY Server level
12
remitterMobileNumber Customer Mobile Number from which transaction is
initiated
10
tranId Unique ID per transaction 12

6.6 RSA On-Demand Authentication Web Service Request Response

Request codes from IVR Application to FourD Authentication Manager:

Sl.
No
Request Constants Description
1. REQUEST_OTT_MODE Indicates that the request is for One Time TOKENCODE
2. NORMAL_AUTH_MODE Indicates that the request is for TOKENCODE
Authentication
3. CREATE_USER_MODE Indicates that the request is to Register the User for
On-Demand Authentication.

Response codes from FourD Authentication Manager to IVR Application:

Sl. No Response Constants Description
1. ACCESS_IN_PROGRESS Indicates that the OTT has been sent to
user and yet to be Authenticated.
2. ACCESS_OK Indicates that the authentication operation
Succeeded.
3. ACCESS_DENIED Indicates that the user cant request OTT.
4. ACCESS_DENIED_SESSION_EXPIRED Indicates that the authentication operation
failed due to expired session.

72

5. ACCESS_DENIED_OTT_INVALID Indicates that the authentication operation
failed due to invalid tokencode.
6. USER_DISABLED Indicates that the User is disabled for On-
Demand Authentication.
7. CREATE_USER_OK Indicates that the User is Registered for On-
Demand Authentication.
8. CREATE_USER_FAILED Indicates that the User is Not Registered for
On-Demand Authentication.
9. USER_ALREADY_EXIST Indicates that the User is already registered
for On-Demand Authentication.

Requests and Responses between IVR Application and FourD Authentication Manager:

Sl. No Process User
Input
Request To FWS from
Custom IVR
Response From FWS to
Custom IVR
1. OTT Request

- Customer ID,
REQUEST_OTT_MODE,
SMS/SMTP(For Email),
919876543210/EMAIL ID
ACCESS_IN_PROGRESS,
ACCESS_DENIED,
USER_DISABLED
2. Transaction
Authenticatio
n
TOKEN
CODE
Customer ID, TOKENCODE,
NORMAL_AUTH_MODE
ACCESS_OK,
ACCESS_DENIED_SESSION_EXPIR
ED,
ACCESS_DENIED_OTT_INVALID,
USER_DISABLED
3. Create User

- Customer ID,
CREATE_USER_MODE, First
Name (24 Char), Last Name
(24 Char), SMS/SMTP (For
Email),
919876543210/EMAIL ID
CREATE_USER_OK,
CREATE_USER_FAILED,
USER_ALREADY_EXIST
* SMS or Email is considered as Delivery method for the above example.

73

7. General Assumptions and Caveats

1. All software and Hardware mentioned in Appendix A has to be provided by the customer.
2. All static voice files for IVR will be recorded by customer and provided to Aspect as per the required
format.
3. All voice files for the dynamic values will also be provided by the customer as per the required
format.
4. There is no Custom Agent Front-End application that is being developed.
5. Aspect Professional Services is not responsible for trouble-shooting any issues with the HW and SW
components within the customers infrastructure, including External Database, etc.
6. Customer to ensure that the necessary licenses HW and SW are procured for use on the Base
System to support the load/features induced by these Change Requests.
7. Customer should ensure that they purchase the requisite Aspect API licenses for usage on the
system.
8. The customer will have to manage the ORACLE 11g database server. No additional script /
application for the database maintenance are scoped as part of this proposal.
9. Database and application servers backup, high-availability, fault tolerance is outside the purview of
this delivery.
10. Database maintenance such as truncation, indexing performance tuning remains customer IT
responsibility as and when required.
11. The customer should also provide required database access to Aspect Professional Service Team.
12. A part of the development will be done remotely and therefore a dedicated (support) PC with
Unified IP Clients installed has to be provided along with remote connectivity.
13. Customer will provide remote access to test instance of core banking system for during the
application development and testing.
14. Prior to deployment and testing onsite, Aspect will provide Customer with the Pre-Requisites that
are required to be in place prior to deployment. Customer has to ensure that the same is
completed.
15. Customization Source code will be available only with Aspect for any future updates.

74

16. Prior to deployment and testing onsite, Aspect will provide Customer with the Table (Tentative list
is given in this document) and Stored Procedure scripts which need to be created on the respective
databases.
17. Prior to deployment and testing onsite, Aspect will provide Customer with the Pre-Requisites that
are required to be in place prior to deployment. Customer has to ensure that the same is
completed.
18. The Remote Connectivity should be available before the implementation is started. Its
unavailability will delay the deployment process and hence is mandatory for the start of the
Application Deployment.
19. Upon completion of UAT and prior to Go-Live, Aspect and Customer will sign-off an Acceptance
Certificate to acknowledge successful delivery of the solution and completion of this Professional
Services Engagement.
20. Any changes to the above-mentioned Project Scope will involve additional efforts from Aspect
Professional Services and hence will include time and cost. The estimation for such engagements
will be decided based upon the man-days efforts estimation from Aspect Professional Services.
21. Any issues identified in the custom applications developed after 30 days of UAT sign-off will be
considered as change requests and will be processed through the standard change request process
only.
22. Any change in IVR Call Flow should be treated as Change Request post FSD Sign-Off.

75

8. Agreement of the Parties

IN WITNESS WHEREOF, the parties have caused this Design Document to be executed by their duly
authorized representatives. All terms and conditions of the Agreement, unless specifically amended herein,
shall remain in full force and effect.

Aspect Software, Inc.

Karur Vysya Bank

Signature Signature

Name Name

Title Title

Date Date

76

9. Abbreviations

Abbreviation
ATM Automatic Teller Machine
CSR Customer Service Representative
FWS FourD Web Service
IVR Interactive Voice Response
IMPS Interbank Mobile Payment Service
KVB Karur Vysya Bank
MPay
MMID Mobile Money Identifier
MPIN Mobile Personal Identification Number
OTP One time password
RSA
TA Telephony Adapter
TPIN Trading Partner Identification Number

77

10. Appendix A Hardware & Software Specification

10.1 Server Specifications (3 Nos)

Processor 1 Hex Core, 2.67 GHz processors
Threads / Core 2
Hard Drive 50 (C:) + 120 (D:) GB
Memory 4GB
CDROM or DVD DVD
RAID 5

The servers will be used for following

1. Application server for production instance
2. Database server for production instance
3. UAT server for Database and application
10.2 Database Specifications

1. ORACLE 11g Enterprise edition

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