Billing & Customer Care

For GSM Cellular Mobile Networks

GSM BB 4 RTTC MYSORE

AGENDA
Introduction

B&CCS system configuration

Bill Generation , Printing and dispatch Process Bill collection , Payment entry and updations Customer care and Commercial procedures

Address verification
Call center
GSM BB 4 RTTC MYSORE

INTRODUCTION
Billing and customer care system of CMTS is different from land line as it is more advanced technologically and more centralized The software used is world class and being used by maximum operators . However , we have to devise a system to organize the same with the same standard to get maximum output BSNL has 5 B&CCS system in the country . One of them is being upgraded to Disaster recovery system
GSM BB 4 RTTC MYSORE

INTRODUCTION
The CMTS service is a personalized service where customer is directly the individual user while in case of basic phone , the phone is owned by the house hold and not by the individual In CMTS BSNL is late entrant while in basic , BSNL has been an erstwhile operator. Hence billing and customer care of BSNL needs more attention

GSM BB 4 RTTC MYSORE

Functions of BCCS Provisioning

Billing
Customer Care

GSM BB 4 RTTC MYSORE

Router

Decision Support System

Local Area Network Billing Location

MSC 1
Central Router Router Service Provisioning Server

NMS

MSC 2

Network for Customer Care Terminals

Mediation Servers

MSC 3
Router Level 1 Router Billing Server Customer care Nodes

Up to total of 20 locations

Connectivity Between MSC and Billing Location

GSM BB 4 RTTC MYSORE

Level 2 Router
Client 1

Level 1 Router

Level 1 Router
Client 2

B&CCS
Level 2 Router

Client 50

Local Area Level 1 Router Network Billing Location

Level 2 Router

50 Clients

Level 1 Router Network Management System

Level 1 Router

Connectivity for 250 Customer Terminals to Billing System

GSM BB 4 RTTC MYSORE

CCN CONNECTIVITY SCHEMATIC

Connectivity to Level 1 router

E1 Converter Ethernet port Serial port

Central Switch

Level 2 Router Cisco 2621

LAN cable LAN Switch Cisco 2950 HP Printer PC/Terminal

Billing Centre
Servers located at Pune Chandigarh, Kolkata, Trichy

CCN
GSM BB 4 RTTC MYSORE

E1 at each location Is backed up with ISDN BRI

BCCS BLOCK DIAGRAM

CSR CSR
WAP

WAN TCP/IP

OM
OM Database

Connect VU
UMS
TCP/IP

MSC
IN

CSR BP
Customer DATABASE

IN MSCs

Mediation

FTAM TCP/IP TCP/IP

WAP
UMS SMSC

CDR Storage

TCP/IP

GSM BB 4 RTTC MYSORE

ORDER MANAGER
Every order is associated with a master Account. Master Account may be an existing account from BP as a new or pending account in OM. An order consists of one or more items. A single order can contain any combination of new, modified or disconnected service. Examples of order a. Create new Accounts b. Add products & services c. Change products & services. d. Discontinue products or services.
GSM BB 4 RTTC MYSORE

MSC

MSC
X.25

MSC
X.25 ADEX SERVER

X.25

FTAM SERVER
RAW CDRs

(ADEX CARD X.25)

ICB

(IUC)

MEDIATION SERVER
MEDIATED CDRs

(Inter Network Calls) (Inter Usage Charges)

BILLING PROCESSOR

GSM BB 4 RTTC MYSORE

Role of Mediation
Collects CDRs from various NEs Filters the CDRs (Allowing all & only billable CDRs to the Billing System) Formats the CDRs as required by the Billing System Can store CDRs for a certain time period

GSM BB 4 RTTC MYSORE

 DMS is a mediation product that collects vital usage, content, and transaction data from the network; mediates the data; and speedily distributes relevant data downstream
CSG Data Mediation

GOOD

ERROR

ERROR

GSM BB 4 RTTC MYSORE

COM

MPS

BILLING PROCESSOR
CDR DATA

MCAP

CAP

(BIP FUNCTION)

BILL INVOICE PROCESSOR

USAGE PROCESSING

(BIF FUNCTION)

BILL INVOICE FORMATING

(BID FUNCTION)

BILL INVOICE DISPATCHING

Printable Bills sent to SSAs

GSM BB 4 RTTC MYSORE

USAGE PROCESSING
Updates File Status Table for

1.

COM

the CDR File

2.

MCAP

Makes Different CDR Files for Customer Data Base

Chargeable CDR File (CDR_DATA)

3.

CAP

Free CDR File

(CDR_FREE) (CDR_OUTCOLLECT) (TAP OUT) (CDR_DATA_WORK)

Roaming CDR File

Rejected CDR File

GSM BB 4 RTTC MYSORE

Service Provisioning In The Network

GSM BB 4 RTTC MYSORE

Network provisioning workflow

The network provisioning process begins when the CSR commits an order comprised of one of more products associated with network provisioning related workflow items. The sequence of state transitions occurring for each of the product level workflow items associated with the new order.

GSM BB 4 RTTC MYSORE

BP
10

ORDER FLOW
3
8 CONNECT VU

CSR
1. ICC gives an order

OM
2. Order gets inserted into a table in OM Database 3. Provmgr picks up the order and sends it to connect VU 9. Provupdater updates the status of order as completed. 10. Arbor updated then updates the order in the BP database.

SWITCH
7

4. The order is queued in the connectVU for respective GW

6. The order gets executed in the switch. 7. Switch sends an ack back to CVU.

5. Order is sent to the NE(Switch) for provisioning.

8. CVU completes the order and sends acknowledgement to OM.

GSM BB 4 RTTC MYSORE

Reporting Tool

9
12 12
Billing/Rating Web Based Self Care

External Print Vendor

11 10
External Payment Interfaces

Order Management

2 3

Customer Care

Usage Mediation

Network Provisioning

4 7

Mobile Network
GSM BB 4 RTTC MYSORE

SIM Management
Interface to order SIM cards from manufacturer

SIM inventory status updated when activated

Manufacturer sends list to OM

Support for SIM

OM maintains status on all cards

Physical cards to sales channels

GSM BB 4 RTTC MYSORE

Number Inventory Management

Number inventory management includes direct support for:
- SIM - IMSI - MSISDN - IMEI

Create and Maintain number inventory Assignment

to dealers, service providers, large customers, etc. Status for individual numbers (available, assigned)

GSM BB 4 RTTC MYSORE

Printing Subsystem
Laser Printer on A4 Sheets, Resolution 300 dpi Operating Environment: TCP/IP, NETBUI, UNIX, Window 95, 98, NT Two Colours printing on both sides and merging of Logos and Signatures. Support insertion of messages, Advertisement Location based Sorting 90 impression per minutes Inserting Device5 sheets per envelope Seal envelope
GSM BB 4 RTTC MYSORE

Customer Care Customer Queries Handle Billing Queries Handle Service Queries Provide activation status updates

GSM BB 4 RTTC MYSORE

Customer Care
Allow subscriber to choose MSISDN Support a many to many relationship of IMSIs and MSISDNs Support Pre-activated Phones Support Over the Air (OTA) Activation Provide for Pre-paid cards and services

GSM BB 4 RTTC MYSORE

Bill collection , Payment entry and updations

Bill collection through banks , ATMs , BSNL

collections counters , post offices , Cheque drop

boxes etc Online collection is done through customer care nodes , offline collection is done through offline terminals which can be installed at banks , post offices These use lock box application of billing application to upload payment data in billing systems

GSM BB 4 RTTC MYSORE

Customer care and commercial procedures

Application forms available at CSCs , website , dealers and distributors SIMs are supposed to be given immediately SIM should be in a proper envelope with a booklet containing instructions and various tariff plans Pre-paid SIMs are pre activated , hence limited choice of numbers Post paid , we may ask choice of numbers

No OB system

GSM BB 4 RTTC MYSORE

Customer care and commercial procedures

In prepaid , customer data is fed afterwards as the
service is pre-enabled

In case of post paid , the data is fed at the time of

creation of the service

Handling of theft cases

Handling of faulty SIM cases

Handling of faulty recharge coupon cases Education of the customers for value added services Service activation through SMS and call center

GSM BB 4 RTTC MYSORE

Address verification

As per license conditions , address verification is must

Original documents must be seen The customer having landlines can be verified with land line record as the address is verified there In case of post paid verification is done before activation while in case of pre paid verification is

done afterwards

GSM BB 4 RTTC MYSORE

Call center
One online call center in each zone

24 hour call center number 9400024365

Only one number should be promoted All the queries received at call center are forwarded

online to the nodal coordinator of the circle for disposal

Pin unlock key , blocking number in case of theft are also handled at call center

All the tariff details are available at call center

GSM BB 4 RTTC MYSORE

GSM BB 4 RTTC MYSORE