It is important that the roles are clearly defined and distinguished from each other in terms of functionality. Although there are many functions that are similar for the DT, Reseller and Super User, all of the functionality available to each role will be permission based in a hierarchical way, i.e. DT will allow certain functions to be available to the Reseller, the Reseller will allow a subset of these functions to be available to their Enterprise Super User and the Super User will allow a subset to be made available to their Users in the Enterprise. In addition certain functions will only be available within a certain role, so for example if DT was willing to go direct to enterprise and by pass a Reseller then they need to set themselves up as a Reseller on the system and log in as a Reseller to manage the Enterprise customer. Similarly if a User within the Enterprise wants to participate in social networking with other consumers of the enterprises either internal or external then they need to register as a Consumer on the service to do so.
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1. Set up Dedicated Number for IVR Callers: The first step to setting up an IVR service is to request a dedicated number to be assigned to the Enterprise. Depending on the location of the Enterprise and the availability of phone lines etc this process might take days or weeks, as such the first step is to apply on line to get a dedicated IVR number in place for the Enterprise. If the Enterprise already has a dedicated line in place they will need to route this number to the IVR number assigned to them. There is also a cost associated with setting up and operating this number, this cost plus a margin will need to be shown on screen for the Enterprise before they accept standard terms and conditions to apply for a number. Once a number has been set up this number will be made available to the Enterprise. If standard numbers are already available and are held in stock then the Enterprise will be able to select a number from a list while on line and once they accept the terms for using this number the number will be dedicated to this
Enterprise and they will be billed accordingly.
2. Create IVR decision Tree: Once a number is assigned to the Enterprise the Super User will go to the I-COMMS section of the portal, select the IVR service button and enter a page that is dedicated to managing the IVR system. Within the IVR page the Super User will select the IVR Number they want to manage. After selecting the number they will be asked to create a decision tree on line. This decision tree will dictate how many options are available after the caller hears the first message and depending on which option the caller selects the Super User then needs to tell the system how many options are available after the next message and so on until they have built out a decision three. This decision tree will be visible on line as a family tree working from left to right, i.e. start with call the number, then show x options to select, once selected show x options for next step etc. Once created the decision tree can be updated and saved to allow for changes on an ongoing basis. (Look at DU Power Bill Demo to see decision tree online)
3. Add audio files: Once the decision tree has been created the Super User must add the audio files at each decision node. Depending on the decision tree that the Super User has created for the specific phone number there will need to be an audio file for each decision node. These audio files should be visible on the decision tree, so at each node the User can click the audio file to add, edit or delete it, when clicked the full details of the current audio file are displayed. These audio files can be added using the following options:
Text to Speech: The Super user will type in the text of the audio file and the system will automatically convert this text to audio. This is not an ideal solution but it is easy to use and cost effective and in many circumstances it will be sufficient for the Enterprises needs.
Load Audio File: The system will allow the Super user to Browse for a file on a local hard drive on their PC and simply load an audio file that the Super User created outside these services. This might be difficult to facilitate within the IVR so we will only do if easy to do. We probably need to restrict the type of audio files that can be loaded to WAV and WMA or MP3.
Speak the message to the Phone: The most likely way and probably the best way to get the audio file in to the IVR system is to dial the dedicated number and walk through voice driven prompts that will ask you to speak the message as the system records it to the right decision node (similar to using voice mail on your mobile). This may also be the best option to edit audio messages over time. A user will dial the dedicated IVR number and on answering can interrupt the message by typing in an Admin Password, once typed in the User can control the system and add new messages etc. The access code needs to be unique to the User. We could alternatively have a single Admin Number that all user can dial to add audio files, once the user dials this number they are asked to input their unique user password number which identifies their IVR number and then the system will walk them through adding audio files at each decision node.
4. Execution Rules: These are the rules that tell the IVR system what to do after it has reached the end of a decision three, so assuming the caller has dialed the number and has gone through the various decision options and they have come to the end of those options. The system now needs to do the following:
Hang Up: After the caller has heard the message this might be the end of the call so the Super User wants to set a rule at the end of this decision tree to hang up when message completes.
Collect Votes: The caller might be asked to select one of a number of options before the system hangs up. So for example a restaurant owner will create a campaign each day to call all booked customers at say 5.00pm to check if they are confirming or cancelling their booking, as such the Customer will be asked to â€œpress 1 to confirm your booking with us tonight or press 2 to cancel itâ€. In this situation the User of the system will set an option for the IVR to automatically confirm diary appointments in his on line calendar, as the IVR system collects the information from the callers it will automatically update the calendar to give a status report, red to indicate they have cancelled, green to indicate they have confirmed or amber to show that they want to make a change. If a change is requested then the User call use click to dial to speak to the customer and make a new appointment or they can use SMS to collect the information. If the system is collecting votes then it needs to collate the information in to a report and send to the User on regular basis by e-mail or SMS at intervals as selected by the User. All communications will be stored against a customer profile where they have one created on the system.
Trigger something to happen: The system could trigger say and SMS to be sent to the customer, a letter, e-mail etc providing additional information. So for example a retailer could use it to get customers to order a new catalogue, in this situation the caller will need to record their name and address, or if it is already on the system simply click a number and trigger the system to post a catalogue. For us all we need to do is generate an e-mail or SMS to the User they need to do the sending etc.
E-commerce: Ideally the system can handle e-commerce transactions and collect credit card details to pay for a service such as renewing the TV license, booking a hotel room; paying for goods or services etc. this can wait for a later edition.
5. Create reports from IVR system: The IVR system must create reports for the Super User each time a Consumer makes contact with the system. These reports can be collated and sent on regular intervals or a message can be sent to the Super user immediately after a caller hangs up to let them know what the outcome of the call was. The Super user will want to configure these reports to be delivered on a timed basis or in a format that suits such as SMS or e-mail. If it is too difficult to create an option to configure the reports over web then the system will automatically send the update reports in a pre specified way to the Super User.
6. Track History: As the IVR number is used the system will automatically track all the Consumer history with the IVR system. This will probably be done by identifying the callers CLI when they call in to or when the system dials out to the Consumer to match them to a profile record on file and to store the information about the call and its outcome in their communications history. Where this is not possible the caller may be required to identify themselves using a unique account or campaign number that the IVR system will request at the start of a call, if practicable.
7. IVR Billing: All calls to or from the IVR system will be charge to the Enterprise Customer at a rate that has been set by the Reseller on a per minute basis.
Describe your relationship and communications with client management / user management / end users.
DT: Administer the System, Do Billing Runs, Operate Customer Care, Run Reports, and Manage Reseller Accounts, administer functional permissions.
Reseller: Create and manage Enterprise accounts, administer functional permissions, run reports, bill customers, and customer care.
Enterprise Super User: Create and manage User Accounts, administer functional permissions, run reports, manage databases, create and manage groups, manage calendar and campaigns, operate comms services. (Key Functionality for Database managements will come from Anaeko)
Enterprise User: As above but permission based, they may not be allowed access or update data bases, they may not be able to use comms functions etc. But key function here is to actively data mine, create groups, manage groups and run campaigns using SMS, e-mail etc (more likely to be external consumers). (key functionality will come from Miko and or Presence Networks)
Consumers: Consumer may only be non participating recipients of communications from the Enterprise but in all cases they will be able to reply to the comms and give feedback to the Enterprise. Those that choose to participate in social networking with the enterprise or peer groups who are customers of the enterprise can share content, share files, blog, IM, rate content etc all of which is the social networking application. (This will be all the functionality available within Huzu).
The system Operators primary function is to administer the entire system on behalf of its reseller users. If DT go direct to an Enterprise customer then they need to log in as a Reseller to set up that Enterprise Customer (Super User).
DT will be able to set up new Telco or Reseller customers and manage those customers and all of their activities through a partitioned view of their account. A Telco can set up new users of the system, typically their enterprise customers. Once an enterprise customer is set up they can then create multiple user accounts, user account holders can create groups, send premium rate communications to members of the group etc (license fees will be based on the number of Users active on the system, eg â‚¬10 per user per month for a Telco License). End consumers are the recipients of the service from the enterprise, if they are internal consumers then they might create content, share it and communicate with other group members, however if they are not a registered User of the service they cannot use any premium services.
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At the end of a month all Users premium rate activity is collected together to create a single bill per Enterprise which will be grouped in to a single bill per Telco. If the end consumer is external to the enterprise then they may not interact with the service at all, they may not register as a user and just receive communications from the enterprise, if they do register they can participate in the social network created by the enterprise.
Discuss your contribution to the solution, project or engagement including the rationale behind key choices. Please enumerate the alternatives you considered and your reasons for their rejection.
As mentioned earlier my main contribution and responsibility was working as a system analyst in this project. The key contribution was Requirement gathering, Feasibility study, Engage in Architecture designing of a Software, Preparing test plan, and finally to ensure the proper execution of software (performance).
Enumerate and describe the key decisions you made, and the reasons for making them as you did.
This project was an important and one of the major projects for my team and our software house. So I had to make sure that the team that is selected by is the best. The main decision made by me was to include to senior programmers so that they can support me just in case if the task gets difficult or I am stuck in the development phase. This was an expensive decision but looking at the importance of the project it was worth going for this option.
Describe the design method you used on this project and the rationale for its selection.
We use Service Oriented Architecture in this software. A service-oriented architecture is essentially a collection of services. These services communicate with each other. The communication can involve either simple data passing or it could involve two or more services coordinating some activity. Some means of connecting services to each other is needed.
Service-oriented architectures are not a new thing. The first service-oriented architecture for many people in the past was with the use DCOM or Object Request Brokers (ORBs) based on the CORBA specification.
List the design tools you selected for use on this project and discuss the rationale for their selection.
Visual studio 2008 Framework 3.0
Crystal Report for reporting.
SQL Server 2005 as a Database.
List the major deliverables of the project that you were responsible for or contributed to, and summarize the reason for their inclusion.
The projectâ€™s main deliverable was that it enabled the organization to develop an interactive communications application for Enterprise that allows it to manage its communications and interactions with people both internal and external using the latest digital and Telecoms technologies.
Was your solution implemented? If so, describe the role, if any, you had in the implementation. If not explain why not.
Yes the Software was implemented and is still working smoothly at www.iConnectLite.com
Assess the overall success or failure of the project. Comment on client satisfaction, attainment of objectives, and ultimate versus proposed cost and schedule.
Project is smoothly running at www.iConnectLite.com overall the project was a success. All the goals were met successfully, main problems which were faced were:
Integration with astricx For voice calling
And by implementing this project these goals were achieved successfully.
In retrospect, what you might have done differently on this project and what lessons did you learn?
First time enterprise application was developed and implemented stress testing was done. It gave me clear understanding of the architecture
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