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Call Management System

A Report Submitted

(In partial fulfillment of the award for thedegree of)

MCA

Submitted By:

ANUPRIYA SINGH0411624405

(MCA)

(Session 2005-2008)

School Of Computer ScienceNo. 3, Lodhi Estate,New Delhi-110003

Under the Guidance of

Mr. Rajendra Prasad(Senior System Analyst)

National Informatics Centre

A-Block, CGO Complex

Lodhi Road

New Dellhi-110003

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GOVERNMENT OF INDIAMINISTRY OF COMMUNICATIONS & INFORMATION TECHNOLOGY

DEPARTMENT OF INFORMATION TECHNOLOGY

National Informatics Centre

This is to certify that ANUPRIYA SINGH, ID.N0 10575,a student of MCA from

SCHOOL OF COMPUTER SCIENCE, IP UNIVERSITY has done her full-semester

project training at TRAINING Division, NIC, New Delhi, from JAN 08 to JUNE 08.

The project work entitled CALL MANAGEMENT SYSTEM embodies the

original work done by her during her above full semester project training period.

Project Guide/HOD Head,Training Division

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ACKNOWLEDGEMENT

It is a great sense of satisfaction and a matter of privilege to me to work at

National Informatics Center, New Delhi. I wish to express my heartiest thanks to

Training Division for providing me the opportunity to under go training in the

esteemed organization.

It is my pleasure to thank Dr. S. C. Gupta, Head Training Division (NIC), to

whom I owe a lot for giving me an opportunity to do my training in this

organization.

My heartfelt thanks to Mr. Rajeev Rathi, Technical Director, who accepted me

as a project trainee in his group and helping in the projects with words of

encouragement and has shown full confidence in my abilities.

The project would not have been a success without the valuable guidance of Mr.

Rajendra Prasad, Senior System Analyst,who rendered all sorts of help as and

when required.

Anupriya Singh

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ABSTRACT

Project Title: Call Management System

Call Management System will provide the smooth technical support in solving the

problems of the end users. Earlier, when the problem came up, end user contacts the

project leader or the person who has developed the product, but now, end user can

lodge their complaints at the centralized call centre & get the solution to their

problems through email or telephone.

This project is web-based application. The main idea of this project is to record the

details of the end-user, their problems, & the action taken by various experts in

solving/resolving those problems.

The project report consists of two major phases. In the first phase, along with the

information regarding the organization, the project assigned to me has been

mentioned. Second phase provide an insight into the development process involved.

The first chapter gives the information regarding National Informatics Centre

(NIC). It also gives brief introduction about the project & its objective.

The next chapter is on Requirement Analysis, which is mainly concerned with

study of various requirements. It includes DFD, ER Diagram & Database Design. It

also includes feasibility study of the system.

The next chapter is on System Design, which is concerned with detailed System

Specification (DSS). It includes structure chart, interface design, validation checks &

use case diagram.

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The next chapter is on Testing, which consist of various test cases performed in the

system.

The next chapter is on Platform/Tool used, which describes the various hardware &

software requirements of the system.

The last chapter is regarding Conclusion about the above-mentioned project.

In the end, Appendix is attached which includes Definitions & notations used.

Then Reference is attached which includes a list of books and sites used during the

system development.

Hardware Interface:

Pentium IV Processor, 1 GB RAM, 20 GB HDD

Tools & Technologies used:

. Net framework 2.0, Microsoft Sql Server 2000 Professional, Microsoft Windows

XP

Keywords:

Call Management System, Asp.Net, Sql Server 2000, VB.net, National Informatics

Centre, NIC, CMS, etc.

NIC Division:

Training Division

Name of Student Trainee:

Anupriya Singh

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ID -10575

Jan,08 June,08

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TABLE OF CONTENT

(In partial fulfillment of the award for the degree of)..............1

..............................................................................2

...................................................................................................................2

National Informatics Centre..................................................................................2

Anupriya Singh.........................................................................................................3

TABLE OF CONTENT..........................................................................7

..................................................................................................................7

DFD NOTATIONS USED:....................................................................................80

External Entities/Terminator ..................................................................................80

These lie outside of the system being modelled. Terminators represent where the

information comes from & where it goes. In designing a system, we have no idea

about what these terminators do or how they do it.................................................80

Processes.................................................................................................................80Modify the inputs in the process of generating the outputs....................................80

Data Stores..............................................................................................................80

Represent a place in the process where data comes to rest. A DFD does not say

anything about the relative timing of the processes, so a data store might be a place

to accumulate data over a year for the annual accounting process.........................80

Data Flows..............................................................................................................80

Represents how data moves between terminators, processes, & data stores (those

that cross the system boundary are known as IO or Input Output Description).....80

Symbols used for DFD:..........................................................................................81

ER Diagram:.......................................................................................................82

Symbols used for ER Diagram:..........................................................................84

Interface Testing / Unit Testing...........................................................89

Performance Testing...........................................................................................91

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CHAPTER 1

INTRODUCTION

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1.1 ABOUT THE ORGANIZATION

NATIONAL INFORMATICS CENTRE

National Informatics Centre (NIC) of the Department of Information Technology is

providing network backbone and e-Governance support to Central Government,

State Governments, UT Administrations, Districts and other Government bodies. It

offers a wide range of ICT services including Nationwide Communication Network

for decentralized planning, improvement in Government services and wider

transparency of national and local Governments. NIC assists in implementing

Information Technology Projects, in close collaboration with Central and State

Governments, in the areas of (a) Centrally sponsored schemes and Central sector

schemes, (b) State sector and State sponsored projects, and (c) District

Administration sponsored projects. NIC endeavours to ensure that the latest

technology in all areas of IT is available to its users.

NIC Headquarters is based in New Delhi. At NIC Headquarters, a large number of

Application Divisions exist which provide total Informatics Support to the Ministries

and Departments of the Central Government. NIC computer cells are located in

almost all the Ministry Bhawans of the Central Government and Apex Offices

including the Prime Ministers Office, the Rashtrapati Bhawan and the Parliament

House. Apart from this, NIC has various Resource Divisions at the Headquarters

which specialize into different areas of IT and facilitate the Application Divisions as

well as other NIC Centres in providing state-of-the-art services to the Govt.

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At the State level, NICs State/UTs Units provide informatics support to their

respective State Government and at the District level lie the NIC District Informatics

Offices.

NIC has conceptualised, developed and implemented a very large number of projects

for various Central and State Government Ministries, Departments and

Organisations. Many of these projects are continuing projects being carried out by

various divisions of NIC at New Delhi Headquarters and State/District centres

throughout the country. Some of the most important note worthy projects, which

offer a glimpse of the multifaceted, diverse activities of NIC, touching upon all

spheres of e-governance and thereby influencing the lives of millions of citizens of

India is given below:

Agricultural Marketing Information Network (AGMARKNET)

Central Passport System

Community Information Centres (CICs)

Computerized Rural Information Systems Project (CRISP)

Court Information System (COURTIS)

Department of Agriculture Network (DACNET)

Examination Results Portal

India Image

Land Records Information System (LRIS)

National Hazardous Waste Information System (NHWIS)

Spatial Data Infrastructure (SDI)

Training

Video Conferencing

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Website of NIC http://indiaimage.nic.in/

1.2 INTRODUCTION TO THE PROBLEM

NIC undertakes many projects, which are accomplished by Govt. officials from

various Ministries/department on relevant & thrust areas of IT. During the project

development, implementation and afterwards, if any problem occurs, end user

contacts the project leader for technical support.

There is no central location where end user of the system can lodge complain and

monitor the projects progress.

In order to provide smooth technical support and timely resolve the issues, it is felt

that

There should be a centralized call centre, where the end user can lodge their

complaints and get the solutions to their problems through e-mail or

telephone.

These problems should be handled and managed by the experts who are

meant for these purposes.

The progress status of the problem should be properly maintained.

.

.

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1.3 OBJECTIVE

To develop a proper call lodging system, for a NIC centralized call centre, where the

end user can lodge their complaints and get the solutions to their problems through e-

mail or telephone.

The intended audiences of this project are the development team, the testing team

and the end users of the product.

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1.4 THE ENVISIONED SYSTEM

This System will provide the smooth technical support in solving the problems of the

end users. Earlier, when the problem came up, end user contacts the project leader or

the person who has developed the product, but now, end user can lodge their

complaints at the centralized call centre & get the solution to their problems through

email or telephone.

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1.4.1 Proposed System Features :

1.4.1.1 A centralized database is used to store records. Centralized data storage

will help in faster data access & in implementing security measures to

secure data stored.

1.4.1.2 Registration of the callers information & their problems.

1.4.1.3 Automatic generation of callers registration number & complaint

number.

1.4.1.4 New, pending & solved problems can be viewed.

1.4.1.5 The list of actions can be viewed by selecting the complaint number.

1.4.1.6 The problem is forwarded to the selected expert through e-mail.

1.4.1.7 The callers information & his/her problem can be updated.

1.4.1.8 The status of the problem gets updated depending upon the action taken.

1.4.1.9 Automatic generation of E-mail format that has to be sent to the expert.

1.4.1.10 The caller can easily know the status of their problems through e-mail or

telephones.

1.4.1.11 The Centralized call centre will send the status of the callers problem to

the callers email.

1.4.1.12 The email format can be viewed & hard copy can be taken, if necessary.

1.4.1.13 Maintaining the project, expert & project-expert details.

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1.4.1.14 Creation of new users to access the functionalities & features of the

system.

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1.4.2 Proposed System Module

1.4.2.1 A login module to verify the credentials of users before granting them

rights to access or modify data. This will ensure the security of the data.

1.4.2.2 A new call registration module:

1.4.2.2.1 To store the details of the callers & their problems.

1.4.2.2.2 To search the callers information based on registration number, mobile

number, landline number& email-Id.

1.4.2.3 A call status module to view the progress or status of the problems.

1.4.2.4 An action taken module:

1.4.2.4.1 To view the action taken against the particular problem.

1.4.2.4.2 To update the status of the problem.

1.4.2.4.3 To update the callers & their problem information.

1.4.2.5 An expert level module to send the details of the caller & his/her problem

to the selected expert through e-mail.

1.4.2.6 A show details module to view the format of the sent e-mail & to take the

print out, if required.

1.4.2.7 An expert module to add, modify & delete experts details.

1.4.2.8 A project module to add, modify & delete projects details.

1.4.2.9 A project-expert module to add, modify the project& their experts details.

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1.4.2.10 A create new user module to authenticate & authorize new users to access

the system.

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1.4.3 System Architecture

This system follows the 3 tier architecture

1.4.3.1 Presentation tier: Consisting of Asp. Net & HTML. HTML pages can be

used for accepting the data & displaying the final results to the

users.Asp.Net can be used to manage application flow depending upon

user requests.

1.4.3.2 Business Logic Layer: Consisting of VB.Net. It contains the logic to

implement the various operations in managing the application & database

connections.

1.4.3.3 Data tier: Consisting of Sql Server 2000 database to store the relevant

data.

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CHAPTER 2

REQUIREMENT

ANALYSIS

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2.1 FEASIBILITY STUDY

The aim of a feasibility study is to see whether it is possible to develop a system at a

reasonable cost or not and after that a decision is taken whether to proceed or not.

Four key considerations are involved in the feasibility analysis:

2.1.1 Technical Feasibility:

Technical feasibility centres on the existing computer system (hardware or

software etc) and to what extent it can support the proposed addition.

This CMS software is technically feasible. The primary technical requirement

includes the availability of Windows 2000 or higher version of operating

systems installed in the network. SQL Server is also required which was

already installed. To develop programs VB.NET 8.0 was required which was

also available. Reliability, access power and data security was also available.

Thus, through all the ends technical feasibility was met.

2.1.2 Economic Feasibility:

Most commonly known as cost benefit analysis, the procedure is to determine

the benefits and savings that are expected from the candidate system and

compare them with costs. If benefits outweigh costs, then the decision is

made to design and implement the system. Otherwise, further justification or

alterations in the proposed system will have to be made if it is to have a

chance of being approved.

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This application provides the necessary information to the user such as how

to enter the information regarding different operations performed on the

database. The application was planned in such a way that no prior knowledge

was required to go through the various operations. The user just needed to

have the basic knowledge of computers.

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2.2 DATA FLOW DIAGRAM

2.2.1

2.2.2 Zero Level DFD

23

Administrator

Project-Expert info. Entry

Call Management

System

Caller info. Entry

Problem info. Entry

User Account

maintenance

Project info. Entry

Expert info. Entry

Caller

Info.Generated

Problem

info.Generated

Call status

info.Generated

Project

Info.Generated

Expert

Info.

Generated

Project-Expert

info.Generated

Call

Entry

Operator


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2.2.3 One Level DFD

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2.2.4 Two Level DFD

2.2.4.1 USER ACCOUNT MAINTAINENCE

25

User Account Info.

Administrator

Display

User

Account

info.

Validate/

Process

User info.

Access user info.

Enter / Update / Deleteuser info.

Retrieve user info.

Update / Delete user info.


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2.2.4.2 LOGIN

26

Login

Call Entry

operator

Administrator

Enter uid, pwd

Enter uid, pwd

User Account Info


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2.2.4.3 CALLER INFO. MANAGEMENT

27

DisplayCaller Info.

Validate /

Process

Caller Info

Call entry

operator

Access CallerInfo

Enter / Update

Caller Info.

Caller details

Retrieve caller info.

Update caller info

CallerDetails

generated


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2.2.4.4 PROBLEM INFO. MANAGEMENT

28

Display

Problem

Info.

Validate/

Process

Problem

Info.

Call entryoperator

Access ProblemInfo

Enter problemInfo

Problem details

Retrieve problem info.

ProblemDetails

generated


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2.2.4.5 EXPERT INFO. MANAGEMENT

2.2.4.6

2.2.4.7

2.2.4.8

2.2.4.9

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Display

Expert Info.

Validate/

Process

Expert info.

Administrator

Access ExpertInfo

Enter / Update / DeleteExpert info

Expert details

Retrieve Expert info.

Update / DeleteExpert info.

ExpertDetails

generated


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2.2.4.10 PROJECT INFO. MANAGEMENT

30

Display

Project

Info.

Validate/

Process

Project

Info.

Administrator

Access Project

info.

Enter Project info.

Project details

Retrieve project info.

Projectdetails

generated


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2.2.4.11 PROJECT-EXPERT INFO. MANAGEMENT

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Display

Project

Expert

info.

Validate/

Process

Project-

Expert

Info.

Administrator

Access Project-Expert info.

Enter / update

Project-expertinfo.

Project-Expert details

Retrieve project-Expert info.

Project ExpertDetailsgenerated


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2.2.4.12 CALL STATUS MANAGEMENT

32

Display

Call Status

Info.

Validate/

Process

Call Status

Info.

CallEntry Operator

Access CallStatus info

Update CallStatus info.

Call Status details

Retrieve Call Status info.

Call StatusDetails

Generated


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2.2.4.13 ACTION TAKEN MANAGEMENT

33

Display

Action

Taken

Info.

Validate/

Process

Action

Taken

Info.

CallEntry Operator

Access ActionTaken info

Update ActionTaken info.

Action taken details

Retrieve Action taken info.

ActionTaken

DetailsGenerated


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2.2.4.14 EXPERT LEVEL MANAGEMENT

34

CallEntry

Operator

Display

Expert

Level Info.

Project-Expert details

Retrieve expert Level info.

Sent Email

DetailsGenerated


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2.3 ER DIAGRAM

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2.4 DATABASE DESIGN

2.4.1 Caller Detail

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Entity Name Caller_detail

Entity Description

This caller_detail table stores all necessary details of

caller.

S.No Attribute Type Length Key/constraints Description

1 Registration_no Char 11 Primary key Registration number

2 Mobile_no Char 11 Null Callers Mobile number

3 Landline_no Char 14 Null Callers Landline number

4 Email Char 50 Null Callers Email Id

5 Name Char 50 Not null Callers Name

6 State Char 30 Null State name

7 District Char 30 Null District name

8 Block Char 30 Null Block name

9 Address1 Char 50 Null Callers Address

10 Pincode Char 6 Null Pincode


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2.4.2 State Detail

Entity Name State_detail

Entity Description

This state_detail table stores the details of state,block &

district


1 state_code Char 2 Not null Code of state

2 District_code Char 2 Not Null Code of district

3 Block_code Char 4 Not Null Code of block

4 Name Char 30 Not Null Name

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2.4.4 Project Detail

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Entity Name Project_detail

Entity Description This project_detail table stores the details of the project


1 Project_code Char 7 Primary key Code of project

2 Main_project Varchar 25 Not Null Main projects name

3 Sub_project Varchar 50 Not Null Sub projects name

4 Problem_type Varchar 50 Not Null Problem types name


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2.4.5 Project-Expert Detail

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Entity Name Project_Expert_detail

Entity Description

This project_expert_detail table stores the details of

expert corresponding to the project


1 Expert_code Char 11 Not Null Code of expert

2 Project_code Char 7 Not Null Code of project

3 Expert_Level Char 3 Not Null Level of expert

4 Project_Level Char 3 Not Null Level of project

5 Service_Status Char 1

Not Null/

default y

Experts service

status

6 Activate_date DateTime

7 Deactivate_date DateTime

8 Deactivate_remarks Text


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2.4.6 User Detail

2.4.7

41

Entity Name User_detail

Entity Description

This user_detail table stores all the necessary details of

various users.


1 Login_id Char 8 Primary key Login Id

2 Password Char 128 Not Null Password

3 User_id Char 11 Not Null Expert code

4 Role Char 24 Not Null Role of the user

5 Login_creation_date Datetime Not Null Date of login

created

6 Login_closed_date Datetime Null Date of login closed

7 Status Char 1

Not Null/ default

value y

Status of the user


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2.4.8 Action Taken Detail

2.4.9

42

Entity Name Action_taken_detail

Entity Description

This action_taken_detail table stores the actions taken by

the experts on the callers project problem


1 Registration_no Char 11 Not null Registration number

2 Complaint_no Char 11 Not Null Complaint number

3 Project_code Char 7 Not Null Code of project

4 Expert_action Text Not Null Action taken by expert

5 action_date Datetime Not Null Date of action

6 Expert_code Char 11 Not Null Code of expert7 Attached_file varchar 50 Not Null


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2.4.10Expert Detail

3.1

43

Entity Name Expert_detail

Entity Description This expert_detail table stores the details of the expert


1 Expert_code Char 11 Primary key Code of expert

2 Name Char 50 Not Null Name of expert

3 Organization Char 50 Not Null Experts organization

4 Email Char 50 Not Null Experts Email Id

5 LandlineNo Char 12 Null

Experts Landline

number

6 MobileNo Char 11 Not Null

Experts Mobile

number

7 Address Char 50 Not Null Experts address

8 Service_status Char 1

Not Null /

default y

Experts service status

9 Service_start_date Datetime Null

10 Service_end_date Datetime Null

11 Remarks Text


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3.2 STRUCTURE CHART

44

Login Page

Welcome Page

Project Create New UserClosed Call Project ExpertExpert Call StatusNew Call

Registration

Add/ SearchCaller detail/

Problem detail

Add /Modify/

Delete Expert

View Registration no.,Complaint no/ searched

caller detail

Add new userView closed

status calls

View Expert

Detail

View/selectCall Status

Add /ModifyProject

View Project

Detail

View Project-

Expert Detail

Add/ Modify

Project-Expert

View actiondetails

View/ select

expert, send mail

View sent

mail


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3.3 MODULE DESCRIPTION & VALIDITY CHECKS

3.3.1 Applications First Page

3.3.1.1 Description

This page authorizes the users to access the system based upon their login_id and

password provided in the textbox controls.

3.3.1.2 Validity Check

1) Login Id field cannot be blank.

2) Password field cannot be blank.

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3.3.2 Welcome Page

3.3.2.1 Description

This page displays the welcome message of the application when the user

successfully logged in.


No validity check applicable.

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3.3.3 New Call Registration page

3.3.3.1 Description

The call entry operator to register the call made by end user and store their problems

pertaining to the projects accesses this page.


1) The e-mail field should be in appropriate format.

2) The Mobile No field must contain digits only.

3) The Mobile No. Field must be of length 10 or 11.

4) The Pin code field must contain digits only.

5) The Pin code field must be of length 6.

6) The main Category field cannot be blank.

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7) The sub category field cannot be blank.

8) The problem Type cannot be blank.

9) The Subject field cannot be blank.

10) The state field cannot be blank.

11) The Name field cannot be blank.

12) The address field cannot be blank.

13) The address cannot contain more than 50 characters.

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3.3.4 Call Status Page

3.3.4.1 Description

This page displays the status of the problem, registered by end user. Status can be

new, pending,closed& escalated. New means no action has been taken.

Pending means problem is forwarded to first level expert. Closed means problem

is closed. Escalated means problem is forwarded to next levels of expert. Only Call

Operator has privileged to access this page.


No validity check applicable.

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3.3.5 Action Detail Page

3.3.5.1 Description

The call operator to edit the caller or problem details & to change the status of the

problem by taking appropriate action against the problem uses this page.


1) Call action must be selected.

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3.3.6 Expert Level Selection Page

3.3.6.1 Description

This page is used by the call operator to select the expert for solving / resolving the

problem & to forward the details of the caller & problem to the selected expert.


1) Expert must be selected from the grid.

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3.3.7 Call Sheet Page

3.3.7.1 Description

This page displays the email detail that has been sent to expert by call operator to

solve or resolves the problem. This page can be used to take hard copy of sent e-

mail.


No validity check is applicable.

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3.3.8 Project Expert Page

3.3.8.1 Description

This page is used to insert / modify the details of the experts who deal with projects

problems corresponding to the project assigned to them. Only administrator has

privileged to access this page.


1) Main project must be selected.

2) Expert name must be selected.

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3.3.9 Project Page

3.3.9.1 Description

This page is accessed by the administrator to insert, delete and modify the details of

project as desired.


1) Main project must be selected or entered.

2) Sub project must be selected or entered.

3) Problem type must be selected or entered.

4) Main project cannot be blank.

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3.3.10Expert Page

3.3.10.1 Description

The administrator to insert, delete and modify the experts details as desired accesses

this page


1) The name field cannot be blank.

2) The organization field cannot be blank.

3) The e-mail field should be in proper format.

4) The address field cannot be blank.

5) The mobile number field cannot be blank.

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3.3.11Closed Call Page


This page displays the problems with closed status only. Call operator has

privileged to access this page.


No validity check is applicable.

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3.3.12Create New User Page


This page is used to create new users, who will access the system based upon their

assigned roles. Only administrator has privileged to access this page.


1) Login Id cannot be blank.

2) Password cannot be blank.

3) Confirm password field should match the password field.

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3.2 USE CASE DIAGRAM

58

Administrator

System

Call Entry Operator

Maintain Problem

Details

Maintain Project Details

Login

Maintain User Account

Maintain Project Expert Details

Maintain Expert Details

Forward Problem to Expert

Maintain Call Status

Maintain Caller

Details

Select Expert to solve the problem

Takes Printout of Sent Mail

Generates E-mail format


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4.1TEST PLAN & TEST RESULT

4.1.1 Login page

ID Objective Steps Test data Result

TC a1

To check the

functionality ofLogin

page.

Enter the

address of the

specified

website.

-

The Login

page of

website should

appear.

TC a2

Enter the

username &

password for

login.

Username,

Password

The login

should be

successful.

TC a3

Enter wrong

username and

password.

Username,

Password

Error message

Check your

username

Should appear.

TC a4

Enter wrong

username and

correct

password.

Username,

Password

Error message

Check your

username

Should appear.

TC a5

Enter correct

username and

wrong

password.

Username,

Password

Error message

Check your

password

should appear.

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TC a6

Enter

username and

leave password

field blank.

Username

Please enter

password

validation

should appear.

TC a7

Enter

password and

leave

username

blank.

Password

Please enter

username

validation

should appear.

TC a8

Enter correct

username,

password and

click submit

button.

Username,

Password

The welcome

should appear.

TC a9

Enter

username,

Password and

click cancel

button.

Username,

Password

The textboxes

should get

reset.

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4.1.2 New Call Registration page


TC-b1

To check the

functionality of New

Call Registration

Page.

Click the tab

New Call

Registration

available at the

side of the

page.

-

The New Call

Registration

page should

appear.

TC-b2

Fill the entries

and click

Cancel button.

Name, mobile

no, etc.

The textboxes

and dropdowns

should get

reset.

TC-b3

Fill the entries

and click

Submit button.

Name, mobile

no, etc.

The details

should be

inserted and

automatic

registration

number and

complaint

number should

be generated.

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TC-b4

Click the new

call button.-

The fields

should be

available for

entering new

details.

TC-b5

Fill one of the

entries and

click search

button.

Name, mobile

no, landline

no, email.

The

corresponding

record should

be shown.

4.1.3 Call Status Page


TC-c1

To check the

functionality of the

Call Status page.

Click the tab

Call Status

available at the

side of the

page.

-

The Call Status

screen should

appear.


TC-c2 Select one of

the records in

- The Action

Taken Detail

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the grid.

page should

appear with

selected

record.

4.1.4 Action Taken Details Page


TC-d1

To check the

functionality of the

Action Taken details

page.

Click the

Closed option

on the page.

-

The Call Status

Page should

appear & the

status of the

call should get

closed.

TC-d2

Click the Edit

option on the

page.

The required

fields should

get enabled to

edit.


TC-d3

Click the New

Action option.-

The current action

field should get

enabled as

desired.

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TC-d4

Click the

Forward option

on the page.

The expert level

page should

appear, with

selected details &

the level1 experts

list.

TC-d5

Click the

Escalated option

on the page.

The expert level

page should

appear, with

selected details &

the list of higher

level experts.

TC-d6

Click the

Abandon option

on the page.

The Call Status

Page should

appear & the

status of the call

should get

abandoned.

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4.1.5 Expert Level Page


TC-e1

To check the

functionality of

the Expert Level

page.

If the call is

forwarded from

call status page,

click the level1

option to select

the expert.

-

The level1 expert

list should get

enabled.

TC-e2

Select the expert

from the grid.

The selected

expert name

should get

displayed.

TC-e3

Click the send

mail button.

The mail should

be sent to expert,

caller & Tech

Support e-mail

ids.

TC-e4

Click the send

mail button.

Remove

expert email

id.

Message should

get displayed No

expert Email Id

available

TC-e5

Click the print

button

The sent e-mail

details should be

viewed.

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TC-e6

Click the print

button. -

The call sheet

page should

appear.

TC-e7

If the call is

escalated from

call status page,

click the level2

option to select

the expert.

The level2 expert

list should get

enabled.

4.1.6 Expert Page


TC-f1

To check the

functionality of

the Expert page.

Click the expert

tab available at

the side of the

page.

-The expert page

should appear.

TC-f2

Click the Edit

button on the

form.

The required

fields should get

enabled to edit.


TC-f3 Click the delete

button on the

- The selected

expert should get

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form. deleted.

TC-f4

Click the new

button on the

form.

A form should

appear to insert

new expert details.

TC-f5

Leave Name

field blank while

inserting.

Validations should

appear Name

field cannot be

blank.

TC-f6

Leave

Organization

field blank while

inserting.

Validations should

appear

Organization

field cannot be

blank.

TC-f7

Leave Address

field blank while

inserting.

Validations should

appear Address

field cannot be

blank.

TC-f8

Leave Mobile

field blank while

inserting.

Validations should

appear Mobile

field cannot be

blank.


TC-f9

Enter Email ID

field in wrong

format.

-

Error message

Enter correct

email id should

appear.TC-f10 Leave Email Id An Expert detail

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field blank &

rest fields filled

while inserting.

should get

inserted.

4.1.7 Closed Call Page


TC-g1

To check the

functionality of

the Closed Call

page.

Click the closed

call tab available

at the side of the

page.

-Closed Call page

should appear.

TC-g2

Click the closed

call tab available

at the side of the

page.

All the calls with

closed status

should appear.

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4.1.8 Project Page


TC-h1

To check the

functionality of

the Project page.

Click the project

tab available at

the side of the

page.

-Project page

should appear.

TC-h2

Click insert

button without

selecting any

field.

Validation should

appear main

project cannot be

blank.

TC-h3

Click the main

project

dropdown and

dont select any

option.

Validation should

appear Main

project must be

selected or

entered.

TC-h4

Click the sub

project

dropdown &

dont select any

option.

Validation should

appear Sub

project must be

selected or

entered.

TC-h5

Click the Cancel

button.

All the fields

should be reset.


TC-h6 Click the

Problem type

- Validation should

appear Problem

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dropdown &

dont select any

option.

Type must be

selected or

entered.

TC-h7Click the edit

button.

The grid should be

displayed.

TC-h8

Click the edit

button in the

grid.

The required

fields should get

enabled to be

edited

TC-h9

Click the cancel

button in the grid

The fields should

get read only.

4.1.9 Project-Expert Page


TC-i1

To check the

functionality of

the Project-

Expert page.

Click the

project-expert

tab available at

the side of the

page.

-

The project-

expert page should

appear.


TC-i2

Click the refresh

button.

-

The fields should

get refreshed/

cleared.

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TC-i3

Click the submit

button without

selecting Expert

name field.

Validation should

appear Expert

name must be

selected.

TC-i4

Click the edit

button.

The required grid

should be

displayed.

TC-i5

Click the submit

button without

selecting Main

Project field.

Validation should

appear Main

Project must be

selected.

TC-i6

Click the edit

button in the

grid.

The field should

get enabled to be

edited.

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4.1.10 Create New User Page


TC-j1

To check the

functionality of

the Create New

User page.

Click the Create

New User tab

available at the

side of the page.

-

The Create New

User page should

appear.

TC-j2

Click the Cancel

button.

The field should

get reset.

TC-j3

Do not fill any

entry & click

submit button.

Validations should

appear: Login Id

cannot be blank

&

Password cannot

be blank.

TC-j4

Do not fill Login

name field &

click submit

button.

Password,

Confirm

Password

Validation should

appear: Login Id

cannot be blank.

TC-j5

Do not fill

Password field &

click submit

button.

Login name,

Confirm

Password

Validation should

appear:

Password cannot

be blank.


TC-j6 Do not fill

Confirm

Login name,

password

Validation should

appear: Confirm

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Password field,

& fill password

field & click

submit button.

password field

should match the

password field.

TC-j7

Enter different

Confirm

Password &

Password field &

click submit

button.

Login name,

Password,

Confirm

Password

Validation should

appear: Confirm

password field

should match the

password field.

TC-j8

Enter correct

data & click

submit button.

Login name,

Password,

Confirm

Password

Message should

display: login

successfully

created.

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5.1 PLATFORM / TOOLS USED

5.1.1 Hardware Requirement

For Developer:

PC with 500 megahertz or higher processor clock speed

recommended

1 GB RAM

10 GB hard disk.

Super VGA (1024X768) or higher-resolution video

adapter and monitor.

CD-ROM or DVD drive.

Keyboard and Microsoft Mouse or compatible pointing

device.

For application server:

4GB

80 GB hard disk

PC with 500 megahertz or higher processor clock speed

Client Desktop:

500 MHz or above Processor

512 MB or above RAM.

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5.1.2 Software Requirement

For developer:

Visual studio as development tool

SQL SERVER 2000 professional as database.

Any windows-based operating system (2000/XP)

IE 6.0 Browser

For application server:

Windows 2000 server

IIS server 6.0

SQL Server 2000

Client Desktop:

OS: Windows (98, NT, XP, 2000, 2003, Vista)

Browser: Internet Explorer 6.0 or above

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6.1 CONCLUSION

The final product is web application which will provide an interface, which in turn

will make problem recording much less difficult & time consuming. It requires little

or no time at all to see the status of various problems, as well as make this process

more manageable in the long run.

The software product Call Management System will enhance and simplify the

work of the NICs employees and will easily resolve the problems of the end user

through proper communication & without delay.

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6.2 FUTURE SCOPE OF THE PROJECT

Till now, this software is used to monitor only 3 projects, but, in future, more

projects can be monitored.

Addition of other future functionalities, like online registration of the problems can

be implemented.

Login Ids to the end-users can be provided so that they can see the progress status of

their problems.

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6.3 LIMITATION

6.3.1 Being a web based project requiring a web server to be used to deploy the

application, sometimes due to network issues the project might not run

properly.

6.3.2 Debugging the web application is a tedious task.

6.3.3 There is no online registration of problem feature which can be highly

beneficial for the end-user to describe his/her problem.

6.3.4 It will be very difficult for the person, to tell all the details of himself like

address, mobile number etc & the details of the problem on phone.

.

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APPENDIX

DFD:

A Data Flow Diagram (DFD) is a graphic representation of the "flow" of data

through business functions or processes. More generally, a data flow diagram is used

for the visualization of data processing. It illustrates the processes, data stores, and

external entities, data flows in a business or other system and the relationships

between these things. Physical DFD's represent physical files and transactions, while

logical or conceptual DFD's can be used to represent business functions or processes.

Data Flow Diagrams (DFDs) are a graphical/representation of systems and systems

components. They show the functional relationships of the values computed by a

system, including input values, output values, and internal data stores. It's a graph

showing the flow of data values from their sources in objects through

processes/functions that transform them to their destinations in other objects. Some

authors use a DFD to show control information, others might not. A DFD can be

seen as a method of organizing data from its raw state.

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DFD NOTATIONS USED:

External Entities/Terminator

These lie outside of the system being modelled. Terminators represent where the

information comes from & where it goes. In designing a system, we have no

idea about what these terminators do or how they do it.

Processes

Modify the inputs in the process of generating the outputs.

Data Stores

Represent a place in the process where data comes to rest. A DFD does not say

anything about the relative timing of the processes, so a data store might be a

place to accumulate data over a year for the annual accounting process.

Data Flows

Represents how data moves between terminators, processes, & data stores (those that

cross the system boundary are known as IO or Input Output Description).

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Symbols used for DFD:

An Open rectangle is used to represent a DataStore.

The rectangle is used to represent the Data Source /

Data Destination within the system.

The arrow is used for showing the Data Flow in the

system.

Ovals are used for showing the Process of the

system.

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ER Diagram:

Data models are tools used in analysis to describe the data requirements and

assumptions in the system from a top-down perspective. It is a major data

modeling tool & will help organizing the data in our project into entities &

define the relationship between the entities. They also set the stage for the

design of databases later on in the SDLC.

The Entity-Relationship model is a data model for high-level descriptions of

conceptual data models, and it provides a graphical notation for representing such

data models in the form of entity-relationship diagrams. Such data models are

typically used in the first stage of information-system design; they are used, for

example, to describe information needs and/or the type of information that is to be

stored in the database during the requirements analysis.

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Basic elements in ER models:

Entities:

A data entity is anything real or abstract about which we want to store the data.

Entity type falls into five classes: roles, events, location, tangible things or

concepts.

Attributes:

A data attribute is a characteristic common to all or most instances of a particular

entity. An attribute or combination of attributes that uniquely identifies one

& only one instance of an entity is called primary key or identifier.

Relationships:

Relationship provides the structure needed to draw information from multiple

entities. It is a natural association that exists between one or more entities.

Cardinality:

Cardinality defines the number of occurrences of one entity for a single occurrence

of related entity.

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Symbols used for ER Diagram:

Rectangles are used for showing the Entities in the

database design.

Ovals are used to represent the Attributes of a

relation or entity.

Rhombus is used for representing the Relationship

between entities.

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UML Diagram:

The Unified Modelling Language is a standard language for specifying, visualizing,

constructing &documenting the artifacts of software system, as well as for business

modelling & other non-software system.

The UML design process involves creation of various graphical or text based

documents. In UML, these documents are called artifacts & they describe the outputs

of a step in the process. The UML design process has two main parts:

Analysis-What the problem?

Design-How should the problem be solved?

The reason for this analysis & design process is to allow the project to be broken

down into component parts which provide the following project characteristics:

Detail is hidden.

The system is modular.

Components are connected & interact.

Layer complexity.

Components may be reusable in other products.

Variations on a theme.

A use case diagram is a diagram that shows the relationships among actors & use

cases within a system. Use case diagram are often used to:

Provide an overview of all parts of the usage requirements for a system or

organization in the form of an essential model or a business model.

Communicate the scope of a development project.

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Use case diagram would consist of:

Use cases:

A use case is a description of a system's behaviour as it responds to a request that

originates from outside of that system. The use case technique is used in software

and systems engineering to capture the functional requirements of a system. Use

cases describe the interaction between a primary actorthe initiator of the

interactionand the system itself, represented as a sequence of simple steps.

Actors:

Actors are something or someone which exists outside the system under study, and

that take part in a sequence of activities in a dialogue with the system, to achieve

some goal. They may be end users, other systems, or hardware devices. Each use

case is a complete series of events, described from the point of view of the actor.

Relationships:

There are several types of relationship that may appear on a use case diagram:

An association between an actor & a use case.

An association between two use cases.

A generalization between two actors.

A generalization between two use cases.

System Boundary:

The rectangle around the use cases is called the system boundary box & as the name

suggests it indicates the scope of your system the use case inside the rectangle

represent the functionality that you intend to implement.

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Symbols used for Use Case diagram:

The ovals are used to show use case.

The rectangle is used to show system boundary.

This is used to show an actor.

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TESTING:

In a software project, errors can be injected at any stage during development.

Because code is the only product that can be executed frequently & whose actual

behavior can be observed, testing is the phase where the remaining errors from all the

previous phases must be detected. Testing performs a critical role for quality

assurance & for ensuring the reliability of software. During testing, the program to be

tested is executed, with a set of test cases, & the output of the program for the test

cases is evaluated to determine if the program is performing as expected.

Due to this approach, dynamic testing can only ascertain the presence of errors in the

program; the exact nature of errors is not usually decided by testing.

Testing a large system is a complex activity, so for a project, incremental testing is

generally performed, in which components & subsystems of the system are tested

separately before integrating them to form the system for system testing.

Testing is a procedure to execute a program with the intent of finding errors. Testing

is an important part of the software development process, to detect bugs, improve

software design and to reduce usability problems. There are a number of test

techniques such as the traditional unit, system, integration and acceptance tests, and a

large number of software tools which support testing in different ways. Testing flow

proceeds from left to right and from top to bottom, user visible elements of the web

application design are tested first followed by infrastructure design element.

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Testing Objectives

Testing is a process of executing a program with the intent of finding errors. A good

test case is one that has a high probability of finding an as yet undiscovered error. A

successful test is one that uncovers an undiscovered error.

Testing Principle

All tests should be traceable to the customers requirements.

Tests should be planned long before the testing begins.

Testing should begin in the small & progress towards the large.

Exhaustive testing is not possible.

Interface Testing / Unit Testing

The overall strategy for interface testing is to:

Uncover errors related to specific interface mechanisms. For e.g. errors in the

proper execution of a menu link or the way the data is entered in the form.

Uncover in the way the interface implements the semantics of navigation,

web application functionality, or content display.

To accomplish this strategy, a number of objectives must be achieved:

Interface features are tested to ensure that design rules, aesthetics and related

visual content are available for the user without error.

Individual interface mechanisms are tested that are equivalent to unit testing.

Each interface is tested to ensure that it performs the requisite task.

The interface is tested within a variety of environments to ensure that it will

be compatible.

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Navigation Testing

The job of this testing is:

To ensure that the mechanisms that allow the web application user to travel

through the web application are all functional and

To validate that each navigation semantic unit can be achieved by the

appropriate user category.

The first phase of navigation testing actually begins during Interface Testing.

Navigation mechanisms are tested to ensure that each performs its intended function.

Following navigation mechanisms should be tested:

1) Navigation links: Internal links within the web application, external

links to other web application should be tested to ensure that proper

content or functionality is reached when the link is chosen.

Integration Testing

The purpose of unit testing is to determine that each independent module is correctly

implemented. This gives little chance to determine that the interface between

modules is also correct, and for this reason integration testing must be performed.

One specific target of integration testing is the interface: whether parameters match

on both sides as to type, permissible ranges, meaning and utilization.

The individual modules were aggregated one by one and functional testing was

performed. The integrated product was considered as a black box and the output

(report) is generated depending upon the data present in the flat files.

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System Testing

Software is to be incorporated with other system components (e.g. new hardware,

information), and thus a series of special tests are to be conducted. Many times,

software products are designed to run on a variety of hardware configurations. The

software should actually be tested on much different hardware set ups, although the

full range of memory, processor, operating system, and peripheral possibilities may

be too large for complete testing. There are many types of specifications and we

should be aware of those as we perform system testing. During system testing, we

should evaluate a number of attributes of the software that are vital to the user. These

attributes represent the operational correctness of the product. Some of the attributes

tested are:

Usable: The product is convenient and easy to use. A nave user can also

compare the flat files by browsing the files from their computer and selecting

the corresponding interface. User can also add the new interface and can also

make modifications in the existing interface.

Secure: Only the authorized user is able to use this tool.

Compatible: The product runs correctly using YUI_EXT Library, works

correctly in conjunction with existing software.

Performance Testing

Performance testing is used to uncover performance problems that can result from

lack of server-side resources, inappropriate network bandwidth, inadequate database

capabilities, faulty or weak operating system capabilities, poorly designed web

application functionality, and other hardware and software issues that can lead to

degraded client-server performance.

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REFERENCES

1) Wrox Professional ASP.NET 2.0

2) NIC s website elearning.nic.in (for student trainee)

3) Software Engineering By K.K. Aggarwal

4) www.google.co.in

5) Database Management Systems By Korth
http://www.google.co.in/http://www.google.co.in/

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