i. sop-telephone billing system

IS Infrastructure &

Technology

Telephone Billing System

Procedure. Standard Operating Procedures – Indonesia

January 2003

Information Systems Coca-Cola Bottling Indonesia

I. SOP-Telephone Billing System

Information in this document is subject to change without notice. No part of this manual may be reproduced or transmitted in any form or by any means, electronic, mechanical, or otherwise, including photocopying and recording, for any purpose other than the user’s personal use without prior written permission of Coca-Cola Amatil. This document aims to provide adequate documentation as the guidance for phone billing system administrator. THIS DOCUMENTATION IS A PROPERTY OF COCA-COLA BOTTLING INDONESIA. IT IS A VALUABLE TRADE SECRET AND IS TO BE KEPT CONFIDENTIAL AND NOT TO BE USED WITHOUT THE PRIOR WRITTEN CONSENT OF THE OWNER. AN UNPUBLISHED WORK BY COCA-COLA BOTTLING INDONESIA ALL RIGHT RESERVED. COPYRIGHT 2002 January 2003 Telephone Billing Date Printed : 9 January, 2003 Last Saved Date : 9 January, 2003

INFORMATION SYSTEMS Coca-Cola Bottling INdonesia Jl. Teuku Umar Km.46, Cibitung Bekasi 17520 INDONESIA,


Content

1. ABOUT THIS GUIDE.........................................................................................................1-1

1.1 PURPOSE OF THIS DOCUMENT ...........................................................................................1-1 1.2 INTENDED AUDIENCE ........................................................................................................1-1 1.3 ORGANIZATION OF THIS GUIDE.........................................................................................1-1

2. INTRODUCTION................................................................................................................... 1

3. PRELIMINARY...................................................................................................................... 1

MAPPING ..................................................................................................................................... 1

4. MAIN MENU ......................................................................................................................... 2

4.1 SYSTEM REPORT ................................................................................................................... 3 4.2 PRINT MODE ........................................................................................................................ 3 4.3 REPORT TYPE ....................................................................................................................... 3 4.4 FILTER.................................................................................................................................. 4 4.5 CONFIRMATION .................................................................................................................... 4

5. RUNNING THE PHONE BILLING EXCEL UPLOAD PROGRAM .................................. 5

5.1 PARAMETER ......................................................................................................................... 6 5.2 REPORT CONVERTED............................................................................................................ 7

5.2.1 Group Summary Report .............................................................................................. 7 5.2.2 SubGroup Summary Report ........................................................................................ 8 5.2.3 SubGroup Detail Report (Form1) ............................................................................... 9

5.3 INTERFACE TO LOTUS NOTES ............................................................................................. 10 5.4 UPLOADING DATA INTO LOTUS NOTES ................................................................... 11 5.5 REPORT AUTHORIZED................................................................................................. 13

6. CONSOLIDATING .............................................................................................................. 14

6.1 DESTINATION TABLE................................................................................................... 14 6.2 TRUNK TABLE ............................................................................................................... 15

6.2.1 Recorded screen ........................................................................................................ 16 6.2.2 Trunk Number ........................................................................................................... 17 6.2.3 Trunk Name............................................................................................................... 17 6.2.4 Capabilities................................................................................................................ 17 6.2.5 Payment..................................................................................................................... 18 6.2.6 Added Prefix ............................................................................................................. 18

6.3 REPORTING......................................................................................................................... 18 6.3.1 Print Mode................................................................................................................. 19 6.3.2 Report Type............................................................................................................... 19 6.3.3 Report Filter .............................................................................................................. 19 6.3.4 Confirmation ............................................................................................................. 19

7. SYSTEM DATABASE TOOLS........................................................................................... 22

7.1 BACKUP PROCEDURE ......................................................................................................... 22


7.2 DELETE PROCEDURE .......................................................................................................... 23 7.3 SORT & VERIFY PROCEDURE ............................................................................................. 24 7.4 RESTORE PROCEDURE ........................................................................................................ 25

ANNEX I. TRUNK SUMMARY REPORT (TIE LINE)............................................................. 26

ANNEX II. TRUNK SUMMARY REPORT (PSTN LINE).......................................................... 1

ANNEX III. BACKUP CYCLE TIME TABLE............................................................................. 2


Standard Operating Procedures, January 2003

1. ABOUT THIS GUIDE

1.1 PURPOSE OF THIS DOCUMENT

This document is to describe the standard operating procedure and standard administration procedure of Phone Billing within the IS responsibility at Coca-Cola Bottling Indonesia and to get better control on the telephone usage in Office such as long distance call, International call and to produce the monthly report either the detail and summary report of the telephone bill by each employee and department.

1.2 INTENDED AUDIENCE

The audience for this document is primarily persons who are responsible in operating, maintaining, and supporting the Phone Billing systems. These persons include :

PABX Administrator Phone Billing Administrator Trainee

1.3 ORGANIZATION OF THIS GUIDE

This guide describes the concept and the procedure you need to know in order, to operate, maintain, and performing System Tools Backup, Delete, Sort and Restore of the Phone Billing system. Organization of This Document Section 1 About This Guide This section provides brief description of the using of this standard

operating procedures. Section 2 Introduction & System Report This section describes in brief the objectives of phone billing system

procedure which are to have the monthly report of extensions and telephone lines

Section 3 & 4 Preliminary and Main Menu First time to login and start the application of phone billing system Section 5 Running The Phone Billing Excel Upload Program Each time you create a report, it has to convert to spreadsheet

format before you upload to Lotus Notes database Section 6 Consolidating

I. SOP-Telephone Billing System 1-1

Standard Operating Procedures, January 2003

This section explains consolidation process the telephone line between Phone Billing system TMS and TELKOM

Section 7 System Database Last section describes to process the Backup and Recovery

procedure including sorting and verifying the data.

I. SOP-Telephone Billing System 1-2

Guidance Documentation ______________________________________________________________________________________________________

2. INTRODUCTION

Coca-Cola Bottling Indonesia has a standard Telephone Monitoring System (TMS) that connected to PABX system. The TMS can generate various report, such as monthly basis report is uploaded into Phone Billing database of Lotus Notes, but it needs converting program before uploaded. Consolidating process of the phone lines between TMS and TELKOM regarding tariff and cost.

Telephone Monitoring System (TMS) is an application software to capture the telephone traffic of PABX, this software will record time, duration, source call, destination call and calculate the cost with current tariff of station extension

3. PRELIMINARY

The Phone Billing server must logon to Domain Server with user id = IDPHONEBILL and password = cibitung (default)

3.1 MAPPING

By-pass this sub-section if the folder has mapped for Phone Billing Find your File Server as follow as your location : • Idcbtf03 for National Office File Server • Idjktm01 for Aminta Office File Server • Idplgf01 for Jakarta File Server • Idbdof01 for Bandung File Server • Idsrgf01 for Semarang File Server • Idsubf01 for Surabaya Office File Server • Iddpsf01 for Denpasar Office File Server • Idbpnm01 for Balikpapan File Server • Idupgf01 for Makassar File Server • Idmesf01 for Medan File Server • Idpdgf01 for Padang File Server • Idlpgf02 for Lampung File Server Double click the File Server Mapped the Phonebill folder on that Server as drive P:

PABX-Telephone Billing Upload 1


4. MAIN MENU

1. Login to TMS program

2. Click or Select Access –> Log-in 3. Identity = TMSWIN and Password = TMSWIN (default)

4. Then press <Enter> or click



4.1 SYSTEM REPORT

At this chapter we describe about how to generate the report.

• From TMS Manager, select Report then Report Printing or click Icon

Filters

Print Mode

Report Type

Confirmation

4.2 PRINT MODE

These Icon are used for printing the report whether the output to Display , Disk

or Printer

4.3 REPORT TYPE

Following are types of report (standard) that can be generated on Report Name : ♦ 01 Group Summary : summary report of department group is intended for

Management & Department Head ♦ 04 SubGroup Summary : summary report of sections of department group is

intended for Department & Section Head



♦ 05 SubGroup Detail 1 : summary report of extensions number of sections is intended for Department & Section Head ( This report type usually run every month for Uploading into CCBI Phone Billing Database of Lotus Notes)

♦ 06 SubGroup Detail 2 : detail report of extension(s) is distributed when necessary

4.4 FILTER

♦ BASIC : It is base function when generate the report with group of parameters which are Date Period (Start to End Date), Time Period (Start to End Time), Extension, Group, Distance, Duration and Total Cost.

♦ INTERVAL : This function shows the minimum and maximum cost (Net Cost, Service Cost, Pulse, Date Period, Time Period.

♦ USER : This function shows more detail of BASIC Filter (User Name, Used Extension, Status, Calling Station and Authorize.

♦ LINE : This function to filter of Using Line, Direction, Mode, Access and Trunk Number.

♦ DESTINATION : Group of parameters to filter Dial Number, Area, Destination, Category and Account.

4.5 CONFIRMATION

Eeach time you select the Report type, Fill in group of parameters on Filter, click to Accept or click to Cancel the updating.



5. RUNNING THE PHONE BILLING EXCEL UPLOAD PROGRAM

Before running the program, you must have the downloaded report in text format (i.e Group Summary, SubGroup Sumary, SubGroup Detail (1) or Lotus Notes Interface reports).



5.1 PARAMETER

• To Set the Parameter, from the top menu click File then Set Parameter

• Fill in the 2 Characters ID and Department Name, when you finished click

then you will see Total Department number you filled, after that click to close the Setup Parameter.



5.2 REPORT CONVERTED

5.2.1 Group Summary Report

• Fill in Select the input text file for SubGroup Detail Report or click in

which directory or folder of your downloaded file



5.2.2 SubGroup Summary Report

• Fill in Select the input text file for SubGroup Detail Report or click in which directory or folder of your downloaded file



5.2.3 SubGroup Detail Report (Form1)

• Select the Department name on Select any specific department or click button • Fill in Select the input text file for SubGroup Detail Report or click in




5.3 INTERFACE TO LOTUS NOTES

• Select the Operation name you are on Select name of the operation by click

button • Fill in Select the input file for SubGroup Detail(1) Report or click in




5.4 UPLOADING DATA INTO LOTUS NOTES

After process the phone billing data at chapter 4.3 (Interface to Lotus Notes), the result file will be named LotusNotesInterface.wk1 in folder d:\tel_data, The file in Lotus123 because the phone billing database in Lotus Notes is designed with that format. Following are the uploading procedure into CCA Indonesia Phone Billing database : • Make sure you have already installed CCBI Phone Billing database in Lotus Notes

Application (file name is Phonebill.nsf) • Open CCA Indonesia Phone Billing database • Double click the Icon



• From the top menu click File and Import… • Browse the LotusNotesInterface.wk1 in d:\tel_data then click Import



• Select PhoneBill on Use Form • Select WKS Title Defined on Column Format • Check mark for Calculate fields on form during document import • Select Main Document(s) on Import as then click

• Importing data will process until it is completed • Please recheck the uploading result in Phone Billing database.

5.5 REPORT AUTHORIZED

For this purpose, the person who should running Telephone Monitoring System Software, Telephone Billing Excel Upload Software and Uploading process into Lotus Notes database is General Affair staff. The Department and Section Head should monitor the Phone Billing via Lotus Notes, they can see the summary usage of their subsidiary but when necessary the detail report of the person would be submitted.



6. CONSOLIDATING

To simply the consolidation report process you need to update the destination table in TMS Main menu and Telephone Billing from TELKOM. This menu is also necessary when you need to trace the detail record of extension, which are business or private dial.

6.1 DESTINATION TABLE

From Main Menu screen select Setup then Destination or click Icon , then

click . Enter Dialed Number and Destination Name with following standard name, All Operation Offices/Plants always begin with CCBI and Sales Centers begin with SC, follow by location name. To add the record click but to delete click , click to Accept or click to Cancel the updating, i.e : Operation Office

Dialed Number = 4603124 Destination Name = CCBI Jakarta Office

Sales Center Dialed Number = 4601821 Destination Name = SC.Pondok Ungu



6.2 TRUNK TABLE

Trunk Table of TMS Main Menu is to update the parameter of Trunk Number and

Name. From TMS Manager, select Setup then Trunk or click Icon Before you need to update, please make sure on PBX the Line Number of PSTN that

match to the Trunk Number, then click . Select the Trunk Number in box then Fill in Line Number in Trunk Name column. To add the record click but to delete click , click to Accept or click to Cancel the updating,

Trunk Usage for E&M Port

Note : give mark to Tie Line and Free of Charge on Capabilities column.



for PSTN Trunk Usage

6.2.1 Recorded screen

for PSTN Trunk Usage

Trunk Usage for E&M Port



Note: If you do not know what line number of PSTN that connected to the port of Telephone System, you can ask to Telephone System vendors or simply check from the telephone system by following steps : 1. From extension, press 0 or 9 to get an outgoing call 2. Dial 141 3. Listen to the message 4. Repeat from 1 until all telephone lines that connected to the Phone System are

complete 5. The trunk will be tested as much as phone line that connected to the system. From the recorded screen,

1. Trunk usage for E&M Port Dialed Number = 31161 Destination = Local Total Cost = 0 Extension U = 4006 Trunk Number = 0301310

At Operation Offices you will have only 2 ports for VoFR

2. Trunk usage for PSTN The Number you hear is 8833 0144 Dialed Number = 141 Destination = Local Total Cost = 215 Extension U = 8023 Trunk Number = 0000020

Each Trunk should represent one line from PSTN.

6.2.2 Trunk Number

Line Number from PBX system that made connection Incoming or Outgoing, has maximum 8 character alphanumeric/numeric.

6.2.3 Trunk Name

Describing the Trunk Number, maximum 20 characters alphanumeric/numeric.

6.2.4 Capabilities

• Tie-Line : the recorded connection thru this trunk, will be notified as T (Tie Line), otherwise as P (PSTN)

• Free of Charge : If signed as Free of Charge, then all connection that use these Trunk will be no cost

• Call Recording : If it was not signed as Call Recording, then the connection will not be recorded.



6.2.5 Payment

This parameter is to create the Consolidation Report cost between TMS and PSTN

6.2.6 Added Prefix

This parameter is to add of dialed number, maximum 20 character numeric/alphanumeric. The prefix has to be able notified by Distance Table and International/National/Wide Area/Local Table. This manipulated prefix is unreal and it will not recorded the dialed number. i.e : added prefix = 744, dialed number = 0462, then in destination tracking process and calculation cost, it is like 7440462.

6.3 REPORTING

Print Mode

Report Type TypeType

Confirmation Filters



6.3.1 Print Mode

These Icon is used for printing the report whether the output to Display , Save

onto Disk or Printer

6.3.2 Report Type

Following are types of report (standard) that can be generated on Report Name : ♦ 09 Trunk Summary : summary report of Trunk group is intended to check the

cost of each Trunk port / line ♦ 10 Trunk Detail : detail report of Trunk group is intended to check the Trunk

number that used by extensions.

6.3.3 Report Filter

♦ BASIC : It is base function when generate the report with group of parameters which are Date Period (Start to End Date), Time Period (Start to End Time), Extension, Group, Distance, Duration and Total Cost.

♦ INTERVAL : This function shows the minimum and maximum cost (Net Cost, Service Cost, Pulse, Date Period, Time Period.

♦ USER : This function shows more detail of BASIC Filter (User Name, Used Extension, Status, Calling Station and Authorize.

♦ LINE : This function to filter of Using Line, Direction, Mode, Access and Trunk Number.

♦ DESTINATION : Group of parameters to filter Dial Number, Area, Destination, Category and Account.

6.3.4 Confirmation

Fill in group of parameters on Filter for each time select the Report Type, click to Accept or click to Cancel the updating.



Using Line : This is to filter the trunk type from record of PSTN, Tie-Line or Trunk. Please see on Capabilities section. Direction : This is to filter in Direction column of main database, G (Outgoing), I (Internal) and C (Incoming) Mode : This parameter is to filter connection mode, Direct or Transfer Access : This parameter is to filter Access code Note : When you need to create the report from PSTN, on Filtering report, select Line, then unmark the Tie Line, but if you need to create the report from VoFR, unselect PSTN Line, then select Tie Line.



7. SYSTEM DATABASE TOOLS

As the one of valuable resources in today’s business activities, we implemented a tool for recording the detail information of each outgoing call from Office, named Telephone Monitoring System. The Phone Billing Server keeps this information, when outgoing call starts, duration, destination, charge, user etc This section explains the standard operating procedure of how to performing system backup and to restore the system. The section is divided into two, the system backup and the system recovery.

7.1 BACKUP PROCEDURE

The following procedures describe in step by step details how to run Backup Database Tool for Phone Billing Server. The entire procedure was running on Backup While Active environment, meaning that the backup processes are performed while the system is running normally.

♦ To activate Backup Menu, from the Main Menu of TMS Manager Click on Database,

then select Backup

From the Database Tools window, Fill the Periode (MM/DD/YY) in Start Date and End Date columns.

If you click Icon (Check Date), the Start Date and End Date columns will display last data which still exist, then you have to update on End Date Column. Fill the Destination column (drive letter and file name) of File Name.

To start the backup sequence, click on icon.

♦ Following backup workspace will appear on your screen.



To see more details on the drive and folder that contain data to be stored Open Windows Explorer then click drive that you stored the data, then check file size.

7.2 DELETE PROCEDURE

At this procedure we describe How to run DELETE Database Tools for Phone Billing Server. ♦ We recommend you to run BACKUP First before running DELETE function (see

Backup Procedure) ♦ To activate Delete Menu, from the Main Menu of TMS Manager Click on Database,

then select Delete



From the Database Tools window, Fill the Periode (MM/DD/YY) in Start Date and End Date columns.

If you click Icon (Check Date), the Start Date and End Date columns will displayed last data which still remain, then you have to update on End Date Column.

To start delete sequence, click on icon.

♦ After running DELETE procedure, click PACK to clean up the deleted record from file.

7.3 SORT & VERIFY PROCEDURE

Once you run Delete, the database needs to run SORT and VERIFY Tools.

• We recommend you to run SORT and VERIFY after running BACKUP Procedure



• To activate SORT Menu, from the Main Menu of TMS Manager Click on Database, then select Sort

• From the Database Tools window,

• To start Sort sequence, click on icon. • After running SORT procedure, you can continue by VERIFY procedure.

7.4 RESTORE PROCEDURE

When you found the database corrupt, the Backup file is necessary to be restore ♦ To activate Restore Menu, from the Main Menu of TMS Manager Click on Database,

then select Restore

From the Database Tools window, Fill the Periode (MM/DD/YY) in Start Date and End Date columns. Fill the File Name in Source column with.

To start the backup sequence, click on icon.

♦ Following Restore workspace will appear on your screen.

To see more details on the drive and folder that contain data to be stored Open Windows Explorer then click drive that you stored the data, then check file size



ANNEX I. TRUNK SUMMARY REPORT (TIE LINE)

Trunk #Call Duratio

n Intl.Cost Natl.Cost LocalCost Tot.Cost

0044001 12 01:33:48 0 0 0 0 0044002 16 02:37:28 0 0 0 0 0044003 11 01:18:11 0 0 0 0 0044004 17 02:54:30 0 0 0 0 0055001 1 00:01:14 0 0 0 0 0301301 16 01:17:59 0 0 0 0 0301302 22 03:37:13 0 0 0 0 0301303 16 01:04:16 0 0 0 0 0301304 17 02:58:59 0 0 0 0 0301305 23 02:00:09 0 0 0 0 0301306 20 03:03:28 0 0 0 0 0301307 23 03:10:07 0 0 0 0 0301308 28 02:26:33 0 0 0 0 0301309 17 01:00:25 0 0 0 0 0301310 20 01:13:45 0 0 0 0 0301311 16 01:54:13 0 0 0 0 0301313 25 02:54:51 0 0 0 0 0301314 24 02:55:10 0 0 0 0 0301315 23 01:39:05 0 0 0 0 0301316 15 01:23:07 0 0 0 0 0301317 18 02:30:50 0 0 0 0 0301318 18 01:17:55 0 0 0 0 0301319 24 03:18:50 0 0 0 0 0301320 24 02:27:01 0 0 0 0 0301321 19 02:24:24 0 0 0 0 0301322 26 02:09:54 0 0 0 0 0301323 23 02:34:09 0 0 0 0 0301324 20 01:40:04 0 0 0 0

534 59:27:38 0 0 0 0



ANNEX II. TRUNK SUMMARY REPORT (PSTN LINE)

Duration Trunk #Call Intl.Cost Natl.Cost LocalCost Tot.Cost PSTN Line PSTN Cost

33:35:42 0000000 473 0 1,416,616 105,534 1,522,150 32:30:28 0000001 452 91,848 1,337,064 115,616 1,544,527 32:31:15 0000002 475 0 1,280,679 108,323 1,389,002 29:41:44 0000003 427 640,926 1,059,833 107,250 1,808,009 33:52:41 0000004 441 64,823 1,693,592 109,610 1,868,025 31:44:31 0000005 435 249,979 1,008,620 115,830 1,374,430 32:48:39 0000006 435 298,003 1,204,233 126,126 1,628,363 34:03:53 0000007 447 97,706 1,128,109 126,770 1,352,585 28:39:16 0000008 425 378,906 1,002,992 105,749 1,487,646 33:53:33 0000009 439 5,966 1,076,614 123,338 1,205,918 00:02:25 000001 1 0 0 215 215 33:13:46 0000010 455 7,304 933,099 134,921 1,075,324 35:19:58 0000011 501 0 1,352,786 132,990 1,485,776 33:04:06 0000012 438 417,241 1,064,497 126,341 1,608,079 28:43:44 0000013 437 0 1,264,399 90,948 1,355,347 34:14:53 0000014 437 24,717 1,526,554 102,317 1,653,587 28:55:12 0000015 430 67,562 1,289,425 104,676 1,461,663 32:00:27 0000016 432 388,938 1,562,076 98,885 2,049,898 03:59:06 0000017 112 0 118,897 21,236 140,132 33:48:23 0000018 471 116,083 1,451,316 120,335 1,687,733 09:19:12 0000019 165 63,127 402,401 34,320 499,849 32:34:06 0000020 478 166,868 1,307,238 106,607 1,580,712 31:29:55 0000021 470 120,516 1,146,419 110,253 1,377,188 31:56:39 0000022 440 0 1,163,512 106,607 1,270,119 38:55:41 0000024 521 0 1,767,122 127,199 1,894,320 36:17:47 0000026 518 210,949 1,343,651 126,341 1,680,941 33:35:15 0000027 504 45,318 1,299,426 128,700 1,473,443

PABX-Telephone Billing Upload 1 Date: 09/01/03


PABX-Telephone Billing Upload 2 Date: 09/01/03

ANNEX III. BACKUP CYCLE TIME TABLE

Week Week 1 Week 2 Week 3 Week 4 Week 5

Day

Mon Tue W

ed Thu Fri Sat Sun Mon Tue W




ed Thu Fri Sat Sun

Weekly Backup

i. sop-telephone billing system

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