Call Report management

MOHANLAL SUKHADIYA UNIVERSITY
UDAIPUR
Submitted by :
ANKITA AGRAWAL
BCA 6TH SEMESTEr
SUBMITTED TO:
RESPECTED VENUGOPALAN SIR

REPORT ON
Major PROJECT
TOPic
Call report management

ACKNOWLEDGEMENT
We would like to thank our course director for giving
us this opportunity.
Now we would like to thank ASSURE COMPUTERS ,
where we worked as an intern & developed this
project.
we would like to thank MR.RAJARSHI MEHTA & MR.
VIPIN SUTHRADHAR for their precious guideness.
We are greatfull to all our teachers without whom
this project development was impossible.
At last we are thankful to our friends for their back
support & patience.
THANK YOU

CONTENTS
1) INTRODUCTION
2) SYSTEM REQUIREMENTS STUDY
3) SYSTEM ANALYSIS
4) SYSTEM DESIGN
5) TESTING
6) USER GUIDE

9) Limitation and Future Enhancement
10)Conclusion & Discussion
11)Bibliography
CONTENTS (CTD…)

INTRODUCTION
WE HAVE DEVELOPED THE CALL
MANAGEMENT SOFTWARE.
THE FOLLOWING PROJECT WAS DEVELOPED
TO REDUCE THE MANUALLY WORK LOAD OF
PEOPLE ENGAGED IN MANAGING
CUSTOMER’S CALLS/COMPLAINTS IN ANY
COMPANY.
WITH THIS IT IS ALSO A CR MANAGEMENT
SOFTWARE. IT HELPS IN MAINTAINING ALL
THE DATABASE RELATED TO CUSTOMERS OF
A COMPANY.

INTRODUCTION(CTD…)
• IN THIS CRM S/W THE MANAGER/ADMIN CAN KEEP RECORDS OF
THEIR CUSTOMERS, DEPARTMENTS, EMPLOYEES, CONTACT,
COMPANY PERSON ETC.
• WHENEVER ANY CUSTOMER MAKES A COMPLAINT CALL TO
COMPANY , THE MAN ON S/W CAN ADD THE CALL, WITH DETAILS
LIKE-
 WHO MADE THE CALL (CUSTOMER)
 DATE & TIME OF CALL LOGGED IN
 TYPE OF PROBLEM & PRODUCT
 WHICH TYPE OF SERVICE & WHAT SOLUTION PROVIDED
 CHARGES OR FREE ETC.

• THE ADMIN HAS THE AUTHORIZATION TO CLOSE THE CALL
FINALLY WHEN WORK DONE & PROBLEM WAS SOLVED.
HE/SHE ONLY HAS THE POWER TO ASSIGN THE CALL THAT
WHICH EMPLOYEE WILL WORK ON WHICH COMPLAINT.
• IN THIS PROJECT WE HAVE DEVELOPED A SEPRATE USER
PANEL IN WHICH EVERY EMPLOYEE HAS THEIR OWN LOGIN
ID & PASSWORD IN WHICH WHENEVER THEY LOG IN THEY
CAN SEE HOW MUCH & WHAT CALLS/ WORKS ARE
ASSIGNED TO THEM OR PENDING FOR WHOLE TODAY.
AFTER GETTING THEIR WORK DONE ON A PARTICULAR
CALL THEY FORWARD THAT CALL TO ADMIN.
• A COMPUTERIZED RECORD OR BILL WE CAN SAY WAS
PRINTED OF EVERY CALL & SENDED TO CUSTOMER.

 THERE IS NO PAYMENT SYSTEM INCLUDED, SO WORK DONE LIKE
PAID OR NOT SHOULD DONE MANUALLY.
 THIS SYSTEM CAN RUN ONLY ON WINDOWS PLATFORM.
 SUPPORTED ONLY IN MY SQL DATABASE.
 SUPPORTIVE LANGUAGE IS ONLY ENGLISH.
 COMPANY CAN SATISFY THEIR CUSTOMER’S COMPLAINT BY
SHOWING THEM PROOF OF WORK DONE WHICH IS POSSIBLE BY
RECORDS MAINTAINED BY CRM S/W.

TECHNOLOGY AND LITERATURE REVIEW
 IN DEVELOPING THE CALL MANAGEMENT WEBSITE, WE HAVE
USED ASP.NET 2010. IN WHICH C# IS USED FOR SERVER SIDE
CODING. SQL SERVER IS USED FOR AS THE DATABASE. IN WHICH
.NET FRAMEWORK 4.0 IS INCLUDED. HERE ARE THE SOME
FEATURES OF ASP. NET 4.0 AND C# 2.0.
ASP.NET INCLUDES:
 A PAGE AND CONTROLS FRAMEWORK
 THE ASP.NET COMPILER
 SECURITY INFRASTRUCTURE
 STATE-MANAGEMENT FACILITIES
 APPLICATION CONFIGURATION

USER CHARACTERISTICS:
 END USER
• EVERY USER SHOULD BE COMFORTABLE OF WORKING WITH COMPUTER AND NET
BROWSING.
• HE MUST HAVE BASIC KNOWLEDGE OF ENGLISH TOO.
• HE HAS MUST BE SOME KNOWLEDGE OF HOW TO USE ANY WEBSITES.
 ADMINISTRATOR
• ADMINISTRATOR IS AN ENTITY THAT WILL MANAGE ENTIRE SYSTEM. HE/SHE WILL
HAVE HIGHEST LEVEL OF ACCESS RIGHTS AND HE WILL BE PROVIDED WITH HIS
OWN INTERFACE TO ACCESS POWERFUL FEATURES. AN ADMINISTRATOR CAN
COVER AREAS SUCH AS DATABASE, SECURITY AND INTEGRATION.
• HE CAN VIEW, MODIFY OR DELETE RECORDS. HE CAN DO ALL KIND OF
ALTERATIONS IN THE DATABASE.

HARDWARE AND SOFTWARE
REQUIREMENTS
Minimal Hardware Requirements: Minimal Software Requirements:
Intel core i3 processor Windows XP/Server 2007
2GB DDR3 RAM Microsoft Visual Studio 2010
320GB Hard disk space Microsoft .NET Framework v4.0
Internet Connection SQL server 2008
Key board/mouse Microsoft Office 2007,IIS

SYSTEM
ANALYSIS
 STUDY OF CURRENT SYSTEM:
• THIS APPLICATION HAVING DATABASE WHICH IS A REPOSITORY OF AN
ORGANIZATION’S ELECTRONICALLY STORED DATA. THE DATABASES ARE
DESIGNED TO FACILITATE ANALYSIS.
• THE CLASSIC FUNCTIONALITY OF THIS APPLICATION FOCUSES ON DATA
STORAGE. HOWEVER, THE MEANS TO RETRIEVE AND ANALYZE DATA, TO
EXTRACT, TRANSFORM AND LOAD DATA, AND TO MANAGE THE DATA
DICTIONARY.
 FUNCTIONAL COMPONENTS OF THE PROJECT:
• TO FACILITATE EASY MAINTENANCE OF RECORDS OF VARIOUS CLIENTS &
THEIR PROBLEMS.
• TO MAINTAIN DATABASE & DETAILS OF COMPLAINTS OF CUSTOMERS.
• TO CHECK WHETER THE COMPLAINT RESOLVED OR NOT.
• QUICK ACCESS OF ALL RECORD.
• TO ASSIGN PROPER JOBS TO PROPER EMPLOYEE.
• PREVENT AND REDUCE HUMAN ERROR.
• REDUCE MANUAL WORK.

SYSTEM ANALYSIS(CTD….)
USE CASE DIAGRAM

DATABASE DESIGN
DATABASE TABLES’ NAMES AND DESCRIPTION
Table Name Table Description
Login Login Details
citymaster2 List of cities
Company_master1 Basic details of
customers/companies.
Comperson_master Details of contact persons of
customer/ companies.
Complaint_type Type of complaint/service
servicecall Basic details of complaint.
contact Contact details.

DATABASE DESIGN
Table Name Table Description
Dept_master Details of various departments
contract1 Details of contracts made
Empinfo Details of employees
statemaster List of states.

TESTING PLAN
THE TESTING PROCESS
• DEVELOPER TESTS THE SOFTWARE PROCESS ACTIVITY
SUCH AS DESIGN, IMPLEMENTATION AND THE REQUIREMENT
ENGINEERING.
• THE FUNDAMENTAL TEST PROCESS COMPRISES FIVE
ACTIVITIES:
PLANNING
SPECIFICATION
EXECUTION
CHECKING FOR TEST COMPLETION

TESTING PLAN
TESTED ITEMS
• OUR TESTED ITEMS ARE LIKE:
• DATA FETCHING FROM THE DATABASE
• DATA INSERTION, UPDATING AND DELETING IN THE
DATABASE
• FORM ACCESS TO PARTICULAR LOGIN

USER
GUIDE(CTD….)
Login page

USER
GUIDE(CTD….)
Forgot password

USER
GUIDE(CTD….)
Search company

USER
GUIDE(CTD….)
Search contact

USER
GUIDE(CTD….)
Admin Home page

LIMITATION AND
FUTURE
LIMITATIONS
• IT CAN RUN ONLY ON WINDOWS SERVERS. IT IS NOT COMPATIBLE
WITH LINUX SERVERS.
• IT IS NOT CENT PERCENT SAFE FROM PROFESSIONAL HACKERS.
• ONLY REGISTERED USER CAN BUY AND USE THE APPLICATION.
FUTURE ENHANCEMENTS
• IN FUTURE IF WE GET A CHANCE TO WORK ON THE SAME PROJECT THEN WE
LIKE TO IMPLEMENT
• IMPROVEMENT FOR ADVERTISEMENT.

CONCLUSION &
DISCUSSION
CONCLUSION:
• IN MAKING OF THIS APPLICATION, WE HAVE LEARNT THAT HANDLING FILES
AND MAPS IS BECOMING EASY.
• USING THIS APPLICATION, A USER GETS A DIFFERENT INFORMATION AND A
COST EFFECTIVE SOLUTION BY VISITING UNKNOWN PLACE EFFICIENTLY
WITH ALL THE NECESSARY INFORMATION REGARDING TO VARIOUS
HOTSPOTS THE USER VISITS.
DISCUSSION:
• THIS APPLICATION IS MADE FOR ALL THOSE USES WHO ARE FACING THE
PROBLEM OF MAINTAINING THE DETAILS OF CUSTOMER’S COMPLAINTS.
• FURTHER, THIS APPLICATION IS MADE USING ASP.NET AND C# WHICH IS
LEADING MICROSOFT APPLICATION PROGRAMMING TECHNOLOGY.
HENCE, THIS APPLICATION IS ALSO ECONOMIC SOLUTION FOR THE
USER.
• NOW, THIS IS A USER FRIENDLY APPLICATION, WHICH REDUCES MANUAL
WORK, GIVES AN EFFECTIVE & PROPER COMPUTERIZED OUTPUT. WE
CAN SAY WE ACHIEVED OUR TARGET OF CUSTOMER SATISFACTION.

BIBLIOGRAPH
Y
REFERENCES BOOKS
 C# 2.0 COMPLETE REFERENCE
 PROFESSIONALASP.NET 2.0
 ASP.NET IN 21 DAYS
 ASP.NET COMPLETE REFERENCE
 MSDN 2008
 SYSTEM ANALYSIS AND DESIGN

BIBLIOGRAPHY(CTD…)
INTERNET SOURCES:
 SERVICE DESK 2016 LITE (WINDOWS APPLICATION)
 BITRIX24 CRM
OTHER FREE ONLINE CRM SOFTWARES.

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