Call Center

Call Center Executer
A PROJECT REPORT ON
***************Title of the Project***************
Submitted to ******************** University for the p rti l fulfillment of the Re!uirement for the
A" rd of #e$ree for ***********Course N me*************
#one %y
&r' (&iss *********************************************
**************)nstitute of & n $ement
nd Computer Science
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CERT)*)CATE
This is to certify th t &r'+ (&iss ****************** be rin$ Roll No' ********************** h ve developed soft" re project Titled **************** *or ********************* Soft" re Solutions s P rti l fulfillment for the " rd of the #e$ree of
**************
,e d of the #ep rtment
Princip l ------Colle$e N me------
E.tern l
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AC/NO01E#2E&ENT At every outset I express my gratitude to almighty lord for showering his grace and blessings upon me to complete this project. Although our name appears on the cover of this book, many people had contributed in some form or the other form to this project Development. We could not done this project without the assistance or support of each of the following we thank you all. I wish to place on my record my deep sense of gratitude to my project guide, &r' ------+ ----Soft" re Solutions+ for his constant motivation and valuable help through the project work. xpress my gratitude to &r' ------, Director of !!!!!!! )nstitute of & n $ement 3 Computer Sciences for his valuable suggestions and advices throughout the !!!!! course. I also extend my thanks to other "aculties for their #ooperation during my #ourse.
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"inally I would like to thank my friends for their cooperation to complete this project.
!!!!!!!$our %ame!!!!!!!!!
A%STRACT
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Call center management is an increasingly important skill as the use of call centers becomes a popular method of centralizing information services, streamlining order taking and providing valuable customer support. The skills required to successfully set-up and manage a call center encompass everything from staff recruitment and personnel management, to technical understanding of the options available, and the all-important customer relationship management. From small customer service departments to large call centers, the importance of developing successful call center management is vital for building a valued relationship with customers to support long-term business growth. This system Call Center !anagement" is useful to the organization, it maintains the information about the employees and it also contains the necessary information of the customer and their phone #umbers, their services also. $t also maintains the employee roaster details.
This system will track the employee%s login details. &nd also maintains the data the employee attend the call and his behavior with customer and the speech will be recorded into file. 'ometimes customer request for service to the organization. This data also maintains the system.
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Preface Table of Contents 1. INTRODUCTION (.( (.0 (.4 (.7 (.: $#T)*+,CT$*# T* -)*./CT *)1&#$2&T$*# -)*F$3/ -,)-*'/ *F T5/ '6'T/! -)*83/!' $# /9$'T$#1 '6'T/! '*3,T$*# *F T5/'/ -)*83/!'
2. SYSTEM ANALYSIS 0.( 0.0 0.4 0.7 0.: 0.< 0.= $#T)*+,CT$*# &#&36'$' !*+/3 'T,+6 *F T5/ '6'T/! '6'T/! )/;,$)/!/#T '-/C$F$C&T$*#' -)*-*'/+ '6'T/! $#-,T &#+ *,T-,T -)*C/'' !*+,3/' ,'/+ >$T5 .,'T$F$C&T$*#
. !EASI"ILITY REPORT 4.( T/C5#$C&3 F/&'$8$3$T6
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Call Center Executer 4.0 4.4 *-/)&T$*#&3 F/&'$8$3$T6 /C*#*!$C&3 F/&'$8$3T6
#. SO!T$ARE RE%UIREMENT SPECI!ICATIONS 7.( 7.0 F,#CT$*#&3 )/;,$)/!/#T' -/)F*)!&#C/ )/;,$)/!/#T'
&. SELECTED SO!T$ARE :.( :.0 :.4 :.7 $#T)*+,CT$*# T* .#/T F)&!/ >*)? &'-.#/T C@.#/T ';3 '/)A/)
'. SYSTEM DESI(N <.( <.0 <.4 <.7 <.: <.< <.= $#T)*+,CT$*# '6'T/! >*)? F3*> #*)!&3$2&T$*# /-) +$&1)&! +&T& F3*> +$&1)&!' +&T& +$CT$*#&)6 ,!3 +$&1)&!'
). OUTPUT SCREENS *. SYSTEM TESTIN( AND IMPLEMENTATION B.( B.0 $#T)*+,CT$*# 'T)&T/1$C &--)*&C5 *F '*FT>&)/ T/'T$#1 Project Report
Call Center Executer B.4 B.7 ,#$T T/'T$#1 T/'T C&'/'
+. SYSTEM SECURITY C.( C.0 1,. 11. 12. $#T)*+,CT$*# '/C,)$T6 $# '*FT>&)/ CONCLUSION !UTURE EN-ANCEMENTS "I"LO(RAP-Y
1.1 INTRODUCTION TO PRO.ECT This system is an integrated package of software used in warehouse operations, and elsewhere, to monitor the quantity, location and status of inventory as well as the related shipping, receiving, picking, packaging and put away processes in common usage, the term may also refer to Dust the software components.
1.2 OR(ANI/ATION PRO!ILE 'oftware 'olutions is an $T solution provider for a dynamic environment where business and technology strategies converge. Their approach focuses on new ways of business combining $T innovation and adoption while also leveraging an organization%s current $T assets. Their work with large global corporations and new products or services and to implement prudent business and technology strategies in today%s environment. 01111112s RAN(E O! E0PERTISE INCLUDES3 'oftware +evelopment 'ervices /ngineering 'ervices 'ystems $ntegration Customer )elationship !anagement -roduct +evelopment Project Report
Call Center Executer /lectronic Commerce Consulting $T *utsourcing >e apply technology with innovation and responsibility to achieve two broad obDectivesE /ffectively address the business issues our customers face today. 1enerate new opportunities that will help them stay ahead in the future.
T-IS APPROAC- RESTS ON3 & strategy where we architect, integrate and manage technology services and solutions - we call it &$! for success. & robust offshore development methodology and reduced demand on customer resources. & focus on the use of reusable frameworks to provide cost and times benefits. They combine the best people, processes and technology to achieve eFcellent results - consistency. >e offer customers the advantages ofE SPEED3 They understand the importance of timing, of getting there before the competition. & rich portfolio of reusable, modular frameworks helps Dump-start proDects. Tried and tested methodology ensures that we follow a predictable, low risk path to achieve results. *ur track record is testimony to compleF proDects delivered within and evens before schedule. E0PERTISE3 *ur teams combine cutting edge technology skills with rich domain eFpertise. >hat%s equally important - they share a strong customer orientation that means they actually start by listening to the customer. They%re focused on coming up with solutions that serve customer requirements today and anticipate future needs. A !ULL SER4ICE PORT!OLIO3
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Call Center Executer They offer customers the advantage of being able to &rchitect, integrate and manage technology services. This means that they can rely on one, fully accountable source instead of trying to integrate disparate multi vendor solutions. SER4ICES3 9FF is providing its services to companies which are in the field of production, quality control etc with their rich eFpertise and eFperience and information technology they are in best position to provide software solutions to distinct business requirements.
1. PURPOSE O! T-E PRO.ECT & call center is a centralized office used for the purpose of receiving and transmitting a large volume of request by telephone. & call center is operated by a company to administer incoming product support or information inquires from consumers. *utgoing calls for telemarketing, clientele, product services, and debt collection are also made. $n addition to a call center, collective handling of letters, faFes, live chats, and e-mails at one location to known as a contact center. & call center is often operated through an eFtensive open workspace for call center employees, with work stations that include a computer for each employeeG a telephone setHhandset is connected to a telecom switch, and one more supervisor stations. $t can be independently operated by networked with additional centers.
PRO"LEM IN E0ISTIN( SYSTEM The eFisting system is a manual system. 5ere the employees needs to save the information in the form of eFcel sheets or +isk +rives.
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Call Center Executer There is no sharing is possible if the data is in the form of paper or +isk drives. The manual system gives us very less security for saving dataG some data may be lost due to mismanagement. $t%s a limited system and fewer users friendly. 'earching of particular information is very critical it takes lot of time. $t is very critical to maintain manually call records of customers, because call center receives huge no of calls per a day. $t is a tedious Dob to maintain different customers are asking different service details, normally solve these queries are not possible. &utomated system is needed. /very employee having different rosters, different shift timings, manually handle these roster is tough work. 'earch an employee roster in call center system is a tedious Dob.
1.# SOLUTION O! T-ESE PRO"LES The development of this new system contains the following activities, which try to automate the entire process keeping in the view of database integration approach. ,ser Friendliness is provided in the application with various controls provided by system )ich ,ser $nterface. The system makes the overall proDect management much easier and fleFible. $t can be accessed over the $ntranet. The user information can be stored in centralized database which can be maintained by the system. This can give the good security for user information because data is not in client machine. &uthentication is provided for this application only registered ,sers can access.
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Call Center Executer There is no risk of data management at any level while the proDect development is under process. The automated system will provide to the customers for reliable services. The speed and accuracy of this system will improve more and more.
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SYSTEM ANALYSIS
2.1 INTRODUCTION
&fter analyzing the requirements of the task to be performed, the neFt step is to analyze the problem and understand its conteFt. The first activity in the phase is studying the eFisting system and other is to understand the requirements and domain of the new system. 8oth the activities are equally important, but the first activity serves as a basis of giving the functional specifications and then successful design of the proposed system. ,nderstanding the properties and requirements of a new system is more difficult and requires creative thinking and understanding of eFisting running system is also difficult, improper understanding of present system can lead diversion from solution.
2.2 ANALYSIS MODEL

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SDLC MET-DOLO(IES
This document play a vital role in the development of life cycle '+3C" as it describes the complete requirement of the system. $t means for use by developers and will be the basic during testing phase. &ny changes made to the requirements in the future will have to go through formal change approval process. SPIRAL MODEL was defined by 8arry 8oehm in his (CBB article, I& spiral !odel of 'oftware +evelopment and /nhancement. This model was not the first model to discuss iterative development, but it was the first model to eFplain why the iteration models. &s originally envisioned, the iterations were typically < months to 0 years long. /ach phase starts with a design goal and ends with a client reviewing the progress thus far. &nalysis and engineering efforts are applied at each phase of the proDect, with an eye toward the end goal of the proDect.
The steps for 'piral !odel can be generalized as followsE The new system requirements are defined in as much details as possible. This usually involves interviewing a number of users representing all the eFternal or internal users and other aspects of the eFisting system. & preliminary design is created for the new system. & first prototype of the new system is constructed from the preliminary design. This is usually a scaled-down system, and represents an approFimation of the characteristics of the final product. & second prototype is evolved by a fourfold procedureE (. /valuating the first prototype in terms of its strengths, weakness, and risks. 0. +efining the requirements of the second prototype. 4. -lanning an designing the second prototype. Project Report
Call Center Executer 7. Constructing and testing the second prototype. &t the customer option, the entire proDect can be aborted if the risk is deemed too great. )isk factors might involved development cost overruns, operating-cost miscalculation, or any other factor that could, in the customer%s Dudgment, result in a less-than-satisfactory final product. The eFisting prototype is evaluated in the same manner as was the previous prototype, and if necessary, another prototype is developed from it according to the fourfold procedure outlined above. The preceding steps are iterated until the customer is satisfied that the refined prototype represents the final product desired. The final system is constructed, based on the refined prototype. The final system is thoroughly evaluated and tested. )outine maintenance is carried on a continuing basis to prevent large scale failures and to minimize down time.
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2.
STUDY O! T-E SYSTEM
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Call Center Executer $n the fleFibility of the uses the interface has been developed a graphics concept in mind, associated through a browser interface. The 1,$%' at the top level have been categorized as (. 0. &dministrative user interface The operational or generic user interface
The administrative user interface concentrates on the consistent information that is practically, part of the organizational activities and which needs proper authentication for the data collection. The interfaces help the administrations with all the transactional states like +ata insertion, +ata deletion and +ata updating along with the eFtensive data search capabilities. The operational or generic user interface helps the users upon the system in transactions through the eFisting data and required services. The operational user interface also helps the ordinary users in managing their own information helps the ordinary users in managing their own information in a customized manner as per the assisted fleFibilities
NUM"ER O! MODULES
The system after careful analysis has been identified to be presented with the following modulesE (. &dministrator 0. Call Center /mployees 4. Customers 7. 'ervices :. /mployee )osters <. )eports =. &uthentication
A9:7n7strat7on
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Call Center Executer &dministration is the chief of the Call Center S>ste:. 5e can have all the privileges to do anything in this system. &dministrator can register new employees, departments into the system. &dmin can keep track team employees and their performance. For every call receive the administration taking feedback report. #ew services are introduced by the administrator into the call center system. Call activity done by administrator. For every call the admin capture the information of call id, date, time, attended employee id, his roster id, customer information, and recording voice etc., Call Center E:;lo>ees 5ere a team employees means they are maintaining the Call Center. maDor responsibility for the employees is they have to receive the call from customer and process the customer queries. The challenging issue is here he give necessary answer of customer queries, because different customers posting various service queries. C?sto:ers Customers in the sense of service holders. >hile using the services the customers have to face any problem then they automatically call to the call center and find a solution. Ser@7ces Customer service also known as Client 'ervice is the provision of service to customer before, during and after purchase. Customer service is a series of activities designed to enhance to level of customer satisfaction. 5ere customer services my provided by a call center person. Customer service is an integral part of a company%s customer value proportions. 'ervicer in the sense of Clarifying the customer doubts -rocess the customer queries &ssign new services to customers The the can are
E:;lo>ee Rosters The maintenance of employee rosters in a call center is a tough Dob. /very roster has three shifts. )oster has starting date and ending date and an in charge will be there for every roster. Call center employee need to follow their roster and shift. /very roster has holiday also. &dmin Can keep track employees rosters and shifts means employees login date and time, log off date and time etc.,
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2.# S>ste: ReA?7re:ent S;ec7f7cat7ons
-ar96are ReA?7re:ents3 -$A 0.B 15z -rocessor and &bove )&! :(0!8 and &bove 5++ 7J 18 5ard +isk 'pace and &bove
Soft6are ReA?7re:ents3 >$#+*>' *' 9- H 0JJJ H 0JJ 'erver H 0JJ4 'erver" Aisual 'tudio .#et 0JJB /nterprise /dition $nternet $nformation 'erver :.J $$'" Aisual 'tudio .#et Framework !inimal for +eployment" ';3 'erver 0JJ: /nterprise /dition version 4.:
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2.& PRAPOSED SYSTEM

To debug the eFisting system, remove procedures those cause data redundancy, make navigational sequence proper. To provide information about users on different level and also to reflect the current work status depending on organization. To build strong password mechanism.
NEED !OR COMPUTERI/ATION

>e all know the importance of computerization. The world is moving ahead at lightning speed and everyone is running short of time. *ne always wants to get the information and perform a task heHsheHthey desire s" within a short period of time and too with amount of efficiency and accuracy. The application areas for the computerization have been selected on the basis of following factorsE !inimizing the manual records kept at different locations. There will be more data integrity. Facilitating desired information display, very quickly, by retrieving information from users. Facilitating various statistical information which helps in decision-makingK To reduce manual efforts in activities that involved repetitive work. ,pdating and deletion of such a huge amount of data will become easier.
!UNCTIONAL !EATURES O! T-E MODEL

&s far as the proDect is developed the functionality is simple, the obDective of the proposal is to strengthen the functioning of &udit 'tatus !onitoring and make them effective and better. The entire scope has been classified into five streams knows as Coordinator 3evel, management 3evel, &uditor 3evel, ,ser 3evel and 'tate >eb Coordinator 3evel. The proposed software will cover the information needs with respect to each request of the user group viz. accepting the request, providing vulnerability document report and the current status of the audit.
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2.' INPUT AND OUTPUT

In;?ts3 &dmin enter his user id and password for login. ,ser enters his user id and password for login. &dmin enter user id or date for track the user login information #ew users give his completed personnel, address and phone details for registration. &dmin gives different kind of user information for search the user data. ,ser gives his user id, hint question, answer for getting the forgotten password. /mployee asking customer service details before process the queries. /mployees search the customer information while process
O?t;?ts3 &dmin can have his own home page. ,sers enter their own home page. The user defined data can store in the centralized database. &dmin will get the login information of a particular user. The new user%s data will be stored in the centralized database. &dmin get the search details of different criteria. ,ser can get his forgot password.
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2.) PROCESS MODEL USED $IT- .USTI!ICATION
ACCESS CONTROL !OR DATA $-IC- RE%UIRE USER AUT-ENTICAION The following commands specify access control identifiers and they are typically used to authorize and authenticate the user command codes are shown in parentheses" USER NAME BUSERC The user identification is that which is required by the server for access to its file system. This command will normally be the first command transmitted by the user after the control connections are made some servers may require this". PASS$ORD BPASSC This command must be immediately preceded by the user name command, and, for some sites, completes the userLs identification for access control. 'ince password information is quite sensitive, it is desirable in general to MmaskM it or suppress type out.
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!eas7b7l7t> Re;ort
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-reliminary investigation eFamine proDect feasibility, the likelihood the system will be useful to the organization. The main obDective of the feasibility study is to test the Technical, *perational and /conomical feasibility for adding new modules and debugging old running system. &ll system is feasible if they are unlimited resources and infinite time. There are aspects in the feasibility study portion of the preliminary investigationE Technical Feasibility *perational Feasibility /conomical Feasibility .1. TEC-NICAL !EASI"ILITY The technical issue usually raised during the feasibility stage of the investigation includes the followingE +oes the necessary technology eFist to do what is suggestedK +o the proposed equipments have the technical capacity to hold the data required to use the new systemK >ill the proposed system provide adequate response to inquiries, regardless of the number or location of usersK Can the system be upgraded if developedK &re there technical guarantees of accuracy, reliability, ease of access and data securityK /arlier no system eFisted to cater to the needs of N'ecure $nfrastructure $mplementation 'ystem%. The current system developed is technically feasible. $t is a web based user interface for audit workflow at #$C-C'+. Thus it provides an easy access to the users. The database%s purpose is to create, establish and maintain a
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Call Center Executer workflow among various entities in order to facilitate all concerned users in their various capacities or roles. -ermission to the users would be granted based on the roles specified. Therefore, it provides the technical guarantee of accuracy, reliability and security. The software and hard requirements for the development of this proDect are not many and are already available in-house at #$C or are available as free as open source. The work for the proDect is done with the current equipment and eFisting software technology. #ecessary bandwidth eFists for providing a fast feedback to the users irrespective of the number of users using the system.
.2. OPERATIONAL !EASI"ILITY

-roposed proDects are beneficial only if they can be turned out into information system. That will meet the organization%s operating requirements. *perational feasibility aspects of the proDect are to be taken as an important part of the proDect implementation. 'ome of the important issues raised are to test the operational feasibility of a proDect includes the followingE $s there sufficient support for the management from the usersK >ill the system be used and work properly if it is being developed and implementedK >ill there be any resistance from the user that will undermine the possible application benefitsK This system is targeted to be in accordance with the above-mentioned issues. 8eforehand, the management issues and user requirements have been taken into consideration. 'o there is no question of resistance from the users that can undermine the possible application benefits. The well-planned design would ensure the optimal utilization of the computer resources and would help in the improvement of performance status.
. . ECONOMICAL !EASI"ILITY
& system can be developed technically and that will be used if installed must still be a good investment for the organization. $n the economical feasibility, the
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Call Center Executer development cost in creating the system is evaluated against the ultimate benefit derived from the new systems. Financial benefits must equal or eFceed the costs. The system is economically feasible. $t does not require any addition hardware or software. 'ince the interface for this system is developed using the eFisting resources and technologies available at #$C, There is nominal eFpenditure and economical feasibility for certain.
SO!T$ARE RE%UIREMENT SPECI!ICATION
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The software, 'ite /Fplorer is designed for management of web sites from a remote location. INTRODUCTION P?r;ose3 The main purpose for preparing this document is to give a general insight into the analysis and requirements of the eFisting system or situation and for determining the operating characteristics of the system. Sco;e3 This +ocument plays a vital role in the development life cycle '+3C" and it describes the complete requirement of the system. $t is meant for use by the developers and will be the basic during testing phase. &ny changes made to the requirements in the future will have to go through formal change approval process. DE4ELOPERS RESPONSI"ILITIES O4ER4IE$3 The developer is responsible forE +eveloping the system, which meets the ')' and solving all the requirements of the systemK +emonstrating the system and installing the system at clientLs location after the acceptance testing is successful. 'ubmitting the required user manual describing the system interfaces to work on it and also the documents of the system. Conducting any user training that might be needed for using the system. !aintaining the system for a period of one year after installation.
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#.1. !UNCTIONAL RE%UIREMENTS OUTPUT DESI(N *utputs from computer systems are required primarily to communicate the results of processing to users. They are also used to provides a permanent copy of the results for later consultation. The various types of outputs in general areE /Fternal *utputs, whose destination is outside the organization. $nternal *utputs whose destination is within organization and they are the ,ser%s main interface with the computer. *perational outputs whose use is purely within the computer department. $nterface outputs, which involve the user in communicating directly.
OUTPUT DE!INITION T5e o?t;?ts s5o?l9 be 9ef7ne9 7n ter:s of t5e follo67n8 ;o7nts3 Type of the output Content of the output Format of the output 3ocation of the output Frequency of the output Aolume of the output 'equence of the output $t is not always desirable to print or display data as it is held on a computer. $t should be decided as which form of the output is the most suitable. For /Fample Project Report
Call Center Executer >ill decimal points need to be inserted 'hould leading zeros be suppressed.
O?t;?t Me97a3 $n the neFt stage it is to be decided that which medium is the most appropriate for the output. The main considerations when deciding about the output media areE The suitability for the device to the particular application. The need for a hard copy. The response time required. The location of the users The software and hardware available.
?eeping in view the above description the proDect is to have outputs mainly coming under the category of internal outputs. The main outputs desired according to the requirement specification areE The outputs were needed to be generated as a hot copy and as well as queries to be viewed on the screen. ?eeping in view these outputs, the format for the output is taken from the outputs, which are currently being obtained after manual processing. The standard printer is to be used as output media for hard copies. INPUT DESI(N $nput design is a part of overall system design. The main obDective during the input design is as given belowE To produce a cost-effective method of input. To achieve the highest possible level of accuracy. To ensure that the input is acceptable and understood by the user.
INPUT STA(ES3
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Call Center Executer The main input stages can be listed as belowE +ata recording +ata transcription +ata conversion +ata verification +ata control +ata transmission +ata validation +ata correction
INPUT TYPES3 $t is necessary to determine the various types of inputs. $nputs can be categorized as followsE /Fternal inputs, which are prime inputs for the system. $nternal inputs, which are user communications with the system. *perational, which are computer department%s communications to the systemK $nteractive, which are inputs entered during a dialogue.
INPUT MEDIA3 &t this stage choice has to be made about the input media. about the input media consideration has to be given toG Type of input FleFibility of format 'peed &ccuracy Aerification methods )eDection rates /ase of correction 'torage and handling requirements To conclude
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Call Center Executer 'ecurity /asy to use -ortability ?eeping in view the above description of the input types and input media, it can be said that most of the inputs are of the form of internal and interactive. &s $nput data is to be the directly keyed in by the user, the keyboard can be considered to be the most suitable input device. ERROR A4OIDANCE &t this stage care is to be taken to ensure that input data remains accurate form the stage at which it is recorded up to the stage in which the data is accepted by the system. This can be achieved only by means of careful control each time the data is handled. ERROR DETECTION /ven though every effort is make to avoid the occurrence of errors, still a small proportion of errors is always likely to occur, these types of errors can be discovered by using validations to check the input data. DATA 4ALIDATION -rocedures are designed to detect errors in data at a lower level of detail. +ata validations have been included in the system in almost every area where there is a possibility for the user to commit errors. The system will not accept invalid data. >henever an invalid data is keyed in, the system immediately prompts the user and the user has to again key in the data and the system will accept the data only if the data is correct. Aalidations have been included where necessary. The system is designed to be a user friendly one. $n other words the system has been designed to communicate effectively with the user. The system has been designed with popup menus. USER INTER!ACE DESI(N
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Call Center Executer $t is essential to consult the system users and discuss their needs while designing the user interfaceE USER INTER!ACE SYSTEMS CAN "E "ROADLY CLASI!IED AS3 (. ,ser initiated interface the user is in charge, controlling the progress of the userHcomputer dialogue. 0. $n the computer-initiated interface, the computer selects the neFt stage in the interaction. Computer initiated interfaces $n the computer initiated interfaces the computer guides the progress of the userHcomputer dialogue. $nformation is displayed and the user response of the computer takes action or displays further information. USERDINITIATED INTER(!ACES ,ser initiated interfaces fall into tow approFimate classesE (. Command driven interfacesE $n this type of interface the user inputs commands or queries which are interpreted by the computer. 0. Forms oriented interfaceE The user calls up an image of the form to hisHher screen and fills in the form. The forms oriented interface is chosen because it is the best choice. COMPUTER=INITIATED INTER!ACES The following computer O initiated interfaces were usedE (. The menu system for the user is presented with a list of alternatives and the user chooses oneG of alternatives. 0. ;uestions O answer type dialog system where the computer asks question and takes action based on the basis of the users reply. )ight from the start the system is going to be menu driven, the opening menu displays the available options. Choosing one option gives another popup menu with more options. $n this way every option leads the users to data entry form where the user can key in the data.
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Call Center Executer ERROR MESSA(E DESI(N3 The design of error messages is an important part of the user interface design. &s user is bound to commit some errors or other while designing a system the system should be designed to be helpful by providing the user with information regarding the error heHshe has committed. This application must be able to produce output at different modules for different inputs.
#.2. PER!ORMANCE RE%UIREMENTS -erformance is measured in terms of the output provided by the application. )equirement specification plays an important part in the analysis of a system. *nly when the requirement specifications are properly given, it is possible to design a system, which will fit into required environment. $t rests largely in the part of the users of the eFisting system to give the requirement specifications because they are the people who finally use the system. This is because the requirements have to be known during the initial stages so that the system can be designed according to those requirements. $t is very difficult to change the system once it has been designed and on the other hand designing a system, which does not cater to the requirements of the user, is of no use. The requirement specification for any system can be broadly stated as given belowE The system should be able to interface with the eFisting system The system should be accurate The system should be better than the eFisting system
The eFisting system is completely dependent on the user to perform all the duties.
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SELECTED SO!T$ARE
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&.1 INTRODUCTION TO .NET !RAME$ORE

The M7crosoft .NET !ra:e6or< is a software technology that is available with several !icrosoft >indows operating systems. $t includes a large library of precoded solutions to common programming problems and a virtual machine that manages the eFecution of programs written specifically for the framework. The .#/T Framework is a key !icrosoft offering and is intended to be used by most new applications created for the >indows platform. The pre-coded solutions that form the frameworkLs 8ase Class 3ibrary cover a large range of programming needs in a number of areas, including user interface, data access, database connectivity, cryptography, web application development, numeric algorithms, and network communications. The class library is used by programmers, who combine it with their own code to produce applications. -rograms written for the .#/T Framework eFecute in a software environment that manages the programLs runtime requirements. &lso part of the .#/T Framework, this runtime environment is known as the Common 3anguage )untime C3)". The C3) provides the appearance of an application virtual machine so that programmers need not consider the capabilities of the specific C-, that will eFecute the program. The C3) also provides other important services such as security, memory management, and eFception handling. The class library and the C3) together compose the .#/T Framework.
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Call Center Executer Pr7nc7;al 9es78n feat?res Intero;erab7l7t> 8ecause interaction between new and older applications is commonly required, the .#/T Framework provides means to access functionality that is implemented in programs that eFecute outside the .#/T environment. &ccess to C*! components is provided in the 'ystem.)untime.$nterop'ervices and 'ystem./nterprise'ervices namespaces of the frameworkG access to other functionality is provided using the -H$nvoke feature.
Co::on R?nt7:e En87ne The Common 3anguage )untime C3)" is the virtual machine component of the .#/T framework. &ll .#/T programs eFecute under the supervision of the C3), guaranteeing certain properties and behaviors in the areas of memory management, security, and eFception handling. "ase Class L7brar> The 8ase Class 3ibrary 8C3", part of the Framework Class 3ibrary FC3", is a library of functionality available to all languages using the .#/T Framework. The 8C3 provides classes which encapsulate a number of common functions, including file reading and writing, graphic rendering, database interaction and 9!3 document manipulation. S7:;l7f7e9 De;lo>:ent $nstallation of computer software must be carefully managed to ensure that it does not interfere with previously installed software, and that it conforms to security requirements. The .#/T framework includes design features and tools that help address these requirements. Sec?r7t>
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Call Center Executer The design is meant to address some of the vulnerabilities, such as buffer overflows, that have been eFploited by malicious software. &dditionally, .#/T provides a common security model for all applications. Portab7l7t> The design of the .#/T Framework allows it to theoretically be platform agnostic, and thus cross-platform compatible. That is, a program written to use the framework should run without change on any type of system for which the framework is implemented. !icrosoftLs commercial implementations of the framework cover >indows, >indows C/, and the 9boF 4<J. $n addition, !icrosoft submits the specifications for the Common 3anguage $nfrastructure which includes the core class libraries, Common Type 'ystem, and the Common $ntermediate 3anguage", the C@ language, and the CPPHC3$ language to both /C!& and the $'*, making them available as open standards. This makes it possible for third parties to create compatible implementations of the framework and its languages on other platforms.
Architecture
47s?al o@er@7e6 of t5e Co::on Lan8?a8e Infrastr?ct?re BCLIC
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Co::on Lan8?a8e Infrastr?ct?re The core aspects of the .NET fra:e6or< lie within the Common 3anguage $nfrastructure, or CLI. The purpose of the C3$ is to provide a language-neutral platform for application development and eFecution, including functions for eFception handling, garbage collection, security, and interoperability. !icrosoftLs implementation of the C3$ is called the Co::on Lan8?a8e R?nt7:e or CLR. Asse:bl7es The intermediate C$3 code is housed in .#/T assemblies. &s mandated by specification, assemblies are stored in the -ortable /Fecutable -/" format, common on the >indows platform for all +33 and /9/ files. The assembly consists of one or more files, one of which must contain the manifest, which has the metadata for the assembly. The complete name of an assembly not to be confused with the filename on disk" contains its simple teFt name, version number, culture, and public key token. The public key token is a unique hash generated when the assembly is compiled, thus two assemblies with the same public key token are guaranteed to be identical from the point of view of the framework. & private key can also be specified known only to the creator of the assembly and can be used for strong naming and to guarantee that the assembly is from the same author when a new version of the assembly is compiled required to add an assembly to the 1lobal &ssembly Cache".
Meta9ata &ll C3$ is self-describing through .#/T metadata. The C3) checks the metadata to ensure that the correct method is called. !etadata is usually generated by language compilers but developers can create their own metadata through custom attributes. !etadata contains information about the assembly, and is also used to implement the reflective programming capabilities of .#/T Framework.
Sec?r7t> .#/T has its own security mechanism with two general featuresE Code &ccess 'ecurity C&'", and validation and verification. Code &ccess 'ecurity is based on evidence that is associated with a specific assembly. Typically the evidence is the source of the assembly whether it is installed on the local machine or has been downloaded from the intranet or $nternet". Code &ccess 'ecurity uses evidence to
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Call Center Executer determine the permissions granted to the code. *ther code can demand that calling code is granted a specified permission. The demand causes the C3) to perform a call stack walkE every assembly of each method in the call stack is checked for the required permissionG if any assembly is not granted the permission a security eFception is thrown. >hen an assembly is loaded the C3) performs various tests. Two such tests are validation and verification. +uring validation the C3) checks that the assembly contains valid metadata and C$3, and whether the internal tables are correct. Aerification is not so eFact. The verification mechanism checks to see if the code does anything that is LunsafeL. The algorithm used is quite conservativeG hence occasionally code that is LsafeL does not pass. ,nsafe code will only be eFecuted if the assembly has the Lskip verificationL permission, which generally means code that is installed on the local machine.
.#/T Framework uses appdomains as a mechanism for isolating code running in a process. &ppdomains can be created and code loaded into or unloaded from them independent of other appdomains. This helps increase the fault tolerance of the application, as faults or crashes in one appdomain do not affect rest of the application. &ppdomains can also be configured independently with different security privileges. This can help increase the security of the application by isolating potentially unsafe code. The developer, however, has to split the application into sub domainsG it is not done by the C3). Class l7brar> Na:es;aces 7n t5e "CL 'ystem 'ystem. Code+om 'ystem. Collections 'ystem. +iagnostics 'ystem. 1lobalization 'ystem. $* 'ystem. )esources 'ystem. TeFt 'ystem.TeFt.)egular/Fpressions
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Call Center Executer !icrosoft .NET !ra:e6or< includes a set of standard class l7brar7es. The class library is organized in a hierarchy of namespaces. !ost of the built in &-$s are part of either System.* or Microsoft.* namespaces. $t encapsulates a large number of common functions, such as file reading and writing, graphic rendering, database interaction, and 9!3 document manipulation, among others. The .#/T class libraries are available to all .#/T languages. The .#/T Framework class library is divided into two partsE the "ase Class L7brar> and the !ra:e6or< Class L7brar>. The "ase Class L7brar> 8C3" includes a small subset of the entire class library and is the core set of classes that serve as the basic &-$ of the Common 3anguage )untime. The classes in mscorlib.dll and some of the classes in System.dll and System.core.dll are considered to be a part of the 8C3. The 8C3 classes are available in both .#/T Framework as well as its alternative implementations including .#/T Compact Framework, !icrosoft 'ilver light and !ono. The !ra:e6or< Class L7brar> FC3" is a superset of the 8C3 classes and refers to the entire class library that ships with .#/T Framework. $t includes an eFpanded set of libraries, including >in Forms, &+*.#/T, &'-.#/T, 3anguage $ntegrated ;uery, >indows -resentation Foundation, >indows Communication Foundation among others. The FC3 is much larger in scope than standard libraries for languages like CPP, and comparable in scope to the standard libraries of .ava. Me:or> :ana8e:ent The .#/T Framework C3) frees the developer from the burden of managing memory allocating and freeing up when done"G instead it does the memory management itself. To this end, the memory allocated to instantiations of .#/T types obDects" is done contiguously from the managed heap, a pool of memory managed by the C3). &s long as there eFists a reference to an obDect, which might be either a direct reference to an obDect or via a graph of obDects, the obDect is considered to be in use by the C3). >hen there is no reference to an obDect, and it cannot be reached or used, it becomes garbage. 5owever, it still holds on to the memory allocated to it. .#/T Framework includes a garbage collector which runs periodically, on a separate thread from the applicationLs thread, that enumerates all the unusable obDects and reclaims the memory allocated to them. The .#/T 1arbage Collector 1C" is a non-deterministic, compacting, markand-sweep garbage collector. The 1C runs only when a certain amount of memory has been used or there is enough pressure for memory on the system. 'ince it is
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Call Center Executer not guaranteed when the conditions to reclaim memory are reached, the 1C runs are non-deterministic. /ach .#/T application has a set of roots, which are pointers to obDects on the managed heap managed objects". These include references to static obDects and obDects defined as local variables or method parameters currently in scope, as well as obDects referred to by C-, registers. >hen the 1C runs, it pauses the application, and for each obDect referred to in the root, it recursively enumerates all the obDects reachable from the root obDects and marks them as reachable. $t uses .#/T metadata and reflection to discover the obDects encapsulated by an obDect, and then recursively walk them. $t then enumerates all the obDects on the heap which were initially allocated contiguously" using reflection. &ll obDects not marked as reachable are garbage. This is the mark phase. 'ince the memory held by garbage is not of any consequence, it is considered free space. 5owever, this leaves chunks of free space between obDects which were initially contiguous. The obDects are then compacted together, by using memory to copy them over to the free space to make them contiguous again. &ny reference to an obDect invalidated by moving the obDect is updated to reflect the new location by the 1C. The application is resumed after the garbage collection is over. The 1C used by .#/T Framework is actually generational. *bDects are assigned a generationG newly created obDects belong to Generation 0. The obDects that survive a garbage collection are tagged as Generation 1, and the 1eneration ( obDects that survive another collection are Generation 2 obDects. The .#/T Framework uses up to 1eneration 0 obDects. 5igher generation obDects are garbage collected less frequently than lower generation obDects. This helps increase the efficiency of garbage collection, as older obDects tend to have a larger lifetime than newer obDects. Thus, by removing older and thus more likely to survive a collection" obDects from the scope of a collection run, fewer obDects need to be checked and compacted. 4ers7ons !icrosoft started development on the .#/T Framework in the late (CCJs originally under the name of #eFt 1eneration >indows 'ervices #1>'". 8y late 0JJJ the first beta versions of .#/T (.J were released.
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The .NET !ra:e6or< stack.
4ers7on 4ers7on N?:ber Release Date (.J (.J.4=J:.J 0JJ0-J(-J: (.( (.(.7400.:=4 0JJ4-J7-J( 0.J 0.J.:J=0=.70 0JJ:-((-J= 4.J 4.J.7:J<.4J 0JJ<-((-J< 4.: 4.:.0(J00.B 0JJ=-((-JC
&.2 ASP.NET
SER4ER APPLICATION DE4ELOPMENT 'erver-side applications in the managed world are implemented through runtime hosts. ,nmanaged applications host the common language runtime, which allows your custom managed code to control the behavior of the server. This model provides you with all the features of the common language runtime and class library while gaining the performance and scalability of the host server.
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Call Center Executer The following illustration shows a basic network schema with managed code running in different server environments. 'ervers such as $$' and ';3 'erver can perform standard operations while your application logic eFecutes through the managed code. SER4ER=SIDE MANA(ED CODE &'-.#/T is the hosting environment that enables developers to use the .#/T Framework to target >eb-based applications. 5owever, &'-.#/T is more than Dust a runtime hostG it is a complete architecture for developing >eb sites and $nternetdistributed obDects using managed code. 8oth >eb Forms and 9!3 >eb services use $$' and &'-.#/T as the publishing mechanism for applications, and both have a collection of supporting classes in the .#/T Framework. 9!3 >eb services, an important evolution in >eb-based technology, are distributed, server-side application components similar to common >eb sites. 5owever, unlike >eb-based applications, 9!3 >eb services components have no ,$ and are not targeted for browsers such as $nternet /Fplorer and #etscape #avigator. $nstead, 9!3 >eb services consist of reusable software components designed to be consumed by other applications, such as traditional client applications, >eb-based applications, or even other 9!3 >eb services. &s a result, 9!3 >eb services technology is rapidly moving application development and deployment into the highly distributed environment of the $nternet. $f you have used earlier versions of &'- technology, you will immediately notice the improvements that &'-.#/T and >eb Forms offers. For eFample, you can develop >eb Forms pages in any language that supports the .#/T Framework. $n addition, your code no longer needs to share the same file with your 5TT- teFt although it can continue to do so if you prefer". >eb Forms pages eFecute in native machine language because, like any other managed application, they take full advantage of the runtime. $n contrast, unmanaged &'- pages are always scripted and interpreted. &'-.#/T pages are faster, more functional, and easier to develop than unmanaged &'- pages because they interact with the runtime like any managed application. The .#/T Framework also provides a collection of classes and tools to aid in development and consumption of 9!3 >eb services applications. 9!3 >eb services are built on standards such as '*&- a remote procedure-call protocol", 9!3 an eFtensible data format", and >'+3 the >eb 'ervices +escription 3anguage". The .#/T Framework is built on these standards to promote interoperability with non-!icrosoft solutions. For eFample, the >eb 'ervices +escription 3anguage tool included with the .#/T Framework '+? can query an 9!3 >eb service published on the >eb, parse its >'+3 description, and produce C@ or Aisual 8asic source code that your
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Call Center Executer application can use to become a client of the 9!3 >eb service. The source code can create classes derived from classes in the class library that handle all the underlying communication using '*&- and 9!3 parsing. &lthough you can use the class library to consume 9!3 >eb services directly, the >eb 'ervices +escription 3anguage tool and the other tools contained in the '+? facilitate your development efforts with the .#/T Framework. $f you develop and publish your own 9!3 >eb service, the .#/T Framework provides a set of classes that conform to all the underlying communication standards, such as '*&-, >'+3, and 9!3. ,sing those classes enables you to focus on the logic of your service, without concerning yourself with the communications infrastructure required by distributed software development. Finally, like >eb Forms pages in the managed environment, your 9!3 >eb service will run with the speed of native machine language using the scalable communication of $$'. ACTI4E SER4ER PA(ES.NET &'-.#/T is a programming framework built on the common language runtime that can be used on a server to build powerful >eb applications. &'-.#/T offers several important advantages over previous >eb development modelsE
En5ance9 Perfor:ance. &'-.#/T is compiled common language runtime code running on the server. ,nlike its interpreted predecessors, &'-.#/T can take advantage of early binding, Dust-in-time compilation, native optimization, and caching services right out of the boF. This amounts to dramatically better performance before you ever write a line of code. $orl9=Class Tool S?;;ort. The &'-.#/T framework is complemented by a rich toolboF and designer in the Aisual 'tudio integrated development environment. >6'$>61 editing, drag-and-drop server controls, and automatic deployment are Dust a few of the features this powerful tool provides. Po6er an9 !le17b7l7t>. 8ecause &'-.#/T is based on the common language runtime, the power and fleFibility of that entire platform is available to >eb application developers. The .#/T Framework class library, !essaging, and +ata &ccess solutions are all seamlessly accessible from the >eb. &'-.#/T is also language-independent, so you can choose the language that best applies to your application or partition your application across many languages. Further, common language runtime interoperability guarantees that your eFisting
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Call Center Executer investment in C*!-based development is preserved when migrating to &'-.#/T. S7:;l7c7t>. &'-.#/T makes it easy to perform common tasks, from simple form submission and client authentication to deployment and site configuration. For eFample, the &'-.#/T page framework allows you to build user interfaces that cleanly separate application logic from presentation code and to handle events in a simple, Aisual 8asic - like forms processing model. &dditionally, the common language runtime simplifies development, with managed code services such as automatic reference counting and garbage collection. Mana8eab7l7t>. &'-.#/T employs a teFt-based, hierarchical configuration system, which simplifies applying settings to your server environment and >eb applications. 8ecause configuration information is stored as plain teFt, new settings may be applied without the aid of local administration tools. This Mzero local administrationM philosophy eFtends to deploying &'-.#/T Framework applications as well. &n &'-.#/T Framework application is deployed to a server simply by copying the necessary files to the server. #o server restart is required, even to deploy or replace running compiled code.
Scalab7l7t> an9 A@a7lab7l7t>. &'-.#/T has been designed with scalability in mind, with features specifically tailored to improve performance in clustered and multiprocessor environments. Further, processes are closely monitored and managed by the &'-.#/T runtime, so that if one misbehaves leaks, deadlocks", a new process can be created in its place, which helps keep your application constantly available to handle requests. C?sto:7Fab7l7t> an9 E1tens7b7l7t>. &'-.#/T delivers a well-factored architecture that allows developers to Mplug-inM their code at the appropriate level. $n fact, it is possible to eFtend or replace any subcomponent of the &'-.#/T runtime with your own custom-written component. $mplementing custom authentication or state services has never been easier. Sec?r7t>. >ith built in >indows authentication and per-application configuration, you can be assured that your applications are secure.
LAN(UA(E SUPPORT The !icrosoft .#/T -latform currently offers built-in support for three languagesE C@, Aisual 8asic, and .ava 'cript. $-AT IS ASP.NET $E" !ORMSG
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Call Center Executer The &'-.#/T >eb Forms page framework is a scalable common language runtime programming model that can be used on the server to dynamically generate >eb pages. $ntended as a logical evolution of &'- &'-.#/T provides syntaF compatibility with eFisting pages", the &'-.#/T >eb Forms framework has been specifically designed to address a number of key deficiencies in the previous model. $n particular, it providesE The ability to create and use reusable ,$ controls that can encapsulate common functionality and thus reduce the amount of code that a page developer has to write. The ability for developers to cleanly structure their page logic in an orderly fashion not Mspaghetti codeM". The ability for development tools to provide strong >6'$>61 design support for pages eFisting &'- code is opaque to tools".
&'-.#/T >eb Forms pages are teFt files with an .aspF file name eFtension. They can be deployed throughout an $$' virtual root directory tree. >hen a browser client requests .aspF resources, the &'-.#/T runtime parses and compiles the target file into a .#/T Framework class. This class can then be used to dynamically process incoming requests. #ote that the .aspF file is compiled only the first time it is accessedG the compiled type instance is then reused across multiple requests". &n &'-.#/T page can be created simply by taking an eFisting 5T!3 file and changing its file name eFtension to .aspF no modification of code is required". For eFample, the following sample demonstrates a simple 5T!3 page that collects a userLs name and category preference and then performs a form post back to the originating page when a button is clickedE &'-.#/T provides syntaF compatibility with eFisting &'- pages. This includes support for QR RS code render blocks that can be intermiFed with 5T!3 content within an .aspF file. These code blocks eFecute in a top-down manner at page render time.
CODE="E-IND $E" !ORMS &'-.#/T supports two methods of authoring dynamic pages. The first is the method shown in the preceding samples, where the page code is physically
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Call Center Executer declared within the originating .aspF file. &n alternative approach--known as the code-behind method--enables the page code to be more cleanly separated from the 5T!3 content into an entirely separate file. INTRODUCTION TO ASP.NET SER4ER CONTROLS $n addition to or instead of" using QR RS code blocks to program dynamic content, &'-.#/T page developers can use &'-.#/T server controls to program >eb pages. 'erver controls are declared within an .aspF file using custom tags or intrinsic 5T!3 tags that contain a r?natHIser@erI attributes value. $ntrinsic 5T!3 tags are handled by one of the controls in the S>ste:.$eb.UI.-t:lControls namespace. &ny tag that doesnLt eFplicitly map to one of the controls is assigned the type of S>ste:.$eb.UI.-t:lControls.-t:l(ener7cControl. 'erver controls automatically maintain any client-entered values between round trips to the server. This control state is not stored on the server it is instead stored within an J7n;?t t>;eHI5799enIK form field that is round-tripped between requests". #ote also that no client-side script is required. $n addition to supporting standard 5T!3 input controls, &'-.#/T enables developers to utilize richer custom controls on their pages. For eFample, the following sample demonstrates how the Jas;3a9rotatorK control can be used to dynamically display rotating ads on a page.
(. &'-.#/T >eb Forms provide an easy and powerful way to build dynamic >eb ,$. 0. &'-.#/T >eb Forms pages can target any browser client there are no script library or cookie requirements". 4. &'-.#/T >eb Forms pages provide syntaF compatibility with eFisting &'pages. 7. &'-.#/T server controls provide an easy way to encapsulate common functionality. :. &'-.#/T ships with 7: built-in server controls. +evelopers can also use controls built by third parties. <. &'-.#/T server controls can automatically proDect both uplevel and downlevel 5T!3. =. &'-.#/T templates provide an easy way to customize the look and feel of list server controls.
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Call Center Executer B. &'-.#/T validation controls provide an easy way to do declarative client or server data validation.
&.
CL.NET
ADO.NET O4ER4IE$ &+*.#/T is an evolution of the &+* data access model that directly addresses user requirements for developing scalable applications. $t was designed specifically for the web with scalability, statelessness, and 9!3 in mind. &+*.#/T uses some &+* obDects, such as the Connect7on and Co::an9 obDects, and also introduces new obDects. ?ey new &+*.#/T obDects include the Dataset, Data Rea9er, and Data A9a;ter. The important distinction between this evolved stage of &+*.#/T and previous data architectures is that there eFists an obDect -- the DataSet -- that is separate and distinct from any data stores. 8ecause of that, the DataSet functions as a standalone entity. 6ou can think of the +ata'et as an always disconnected recordset that knows nothing about the source or destination of the data it contains. $nside a DataSet, much like in a database, there are tables, columns, relationships, constraints, views, and so forth. & DataA9a;ter is the obDect that connects to the database to fill the DataSet. Then, it connects back to the database to update the data there, based on operations performed while the DataSet held the data. $n the past, data processing has been primarily connection-based. #ow, in an effort to make multitiered apps more efficient, data processing is turning to a message-based approach that revolves around chunks of information. &t the center of this approach is the DataA9a;ter, which provides a bridge to retrieve and save data between a DataSet and its source data store. $t accomplishes this by means of requests to the appropriate ';3 commands made against the data store. The 9!3-based DataSet obDect provides a consistent programming model that works with all models of data storageE flat, relational, and hierarchical. $t does this by having no LknowledgeL of the source of its data, and by representing the data that it holds as collections and data types. #o matter what the source of the data within the DataSet is, it is manipulated through the same set of standard &-$s eFposed through the DataSet and its subordinate obDects. >hile the DataSet has no knowledge of the source of its data, the managed provider has detailed and specific information. The role of the managed provider is to connect, fill, and persist the DataSet to and from data stores. The *3/ +8 and
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Call Center Executer ';3 'erver .#/T +ata -roviders 'ystem.+ata.*le+b and 'ystem.+ata.'qlClient" that are part of the .#et Framework provide four basic obDectsE the Co::an9, Connect7on, DataRea9er and DataA9a;ter. $n the remaining sections of this document, weLll walk through each part of the DataSet and the *3/ +8H';3 'erver .#/T +ata -roviders eFplaining what they are, and how to program against them. The following sections will introduce you to some obDects that have evolved, and some that are new. These obDects areE

Connect7ons. For connection to and managing transactions against a database. Co::an9s. For issuing ';3 commands against a database. DataRea9ers. For reading a forward-only stream of data records from a ';3 'erver data source. DataSet. For storing, )emoting and programming against flat data, 9!3 data and relational data. DataA9a;ters. For pushing data into a DataSet, and reconciling data against a database.
>hen dealing with connections to a database, there are two different optionsE ';3 'erver .#/T +ata -rovider 'ystem.+ata.'qlClient" and *3/ +8 .#/T +ata -rovider 'ystem.+ata.*le+b". $n these samples we will use the ';3 'erver .#/T +ata -rovider. These are written to talk directly to !icrosoft ';3 'erver. The *3/ +8 .#/T +ata -rovider is used to talk to any *3/ +8 provider as it uses *3/ +8 underneath".
Connect7ons3 Connections are used to Ltalk toL databases, and are represented by providerspecific classes such as SAlConnect7on. Commands travel over connections and resultsets are returned in the form of streams which can be read by a DataRea9er obDect, or pushed into a DataSet obDect. Co::an9s3 Commands contain the information that is submitted to a database, and are represented by provider-specific classes such as SAlCo::an9. & command can be a stored procedure call, an ,-+&T/ statement, or a statement that returns results. 6ou can also use input and output parameters, and return values as part of your
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Call Center Executer command syntaF. The eFample below shows how to issue an $#'/)T statement against the Nort567n9 database. DataRea9ers3 The DataRea9er obDect is somewhat synonymous with a read-onlyHforward-only cursor over data. The DataRea9er &-$ supports flat as well as hierarchical data. & DataRea9er obDect is returned after eFecuting a command against a database. The format of the returned DataRea9er obDect is different from a recordset. For eFample, you might use the DataRea9er to show the results of a search list in a web page. DATASETS AND DATAADAPTERS3 DataSets The DataSet obDect is similar to the &+* Recor9set obDect, but more powerful, and with one other important distinctionE the DataSet is always disconnected. The DataSet obDect represents a cache of data, with database-like structures such as tables, columns, relationships, and constraints. 5owever, though a DataSet can and does behave much like a database, it is important to remember that DataSet obDects do not interact directly with databases, or other source data. This allows the developer to work with a programming model that is always consistent, regardless of where the source data resides. +ata coming from a database, an 9!3 file, from code, or user input can all be placed into DataSet obDects. Then, as changes are made to the DataSet they can be tracked and verified before updating the source data. The (etC5an8es method of the DataSet obDect actually creates a second DatSet that contains only the changes to the data. This DataSet is then used by a DataA9a;ter or other obDects" to update the original data source. The DataSet has many 9!3 characteristics, including the ability to produce and consume 9!3 data and 9!3 schemas. 9!3 schemas can be used to describe schemas interchanged via >eb'ervices. $n fact, a DataSet with a schema can actually be compiled for type safety and statement completion.
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Call Center Executer DATAADAPTERS BOLED"MS%LC The DataA9a;ter obDect works as a bridge between the DataSet and the source data. ,sing the provider-specific SAlDataA9a;ter along with its associated SAlCo::an9 and SAlConnect7on" can increase overall performance when working with a !icrosoft ';3 'erver databases. For other *3/ +8-supported databases, you would use the OleDbDataA9a;ter obDect and its associated OleDbCo::an9 and OleDbConnect7on obDects. The DataA9a;ter obDect uses commands to update the data source after changes have been made to the DataSet. ,sing the !7ll method of the DataA9a;ter calls the '/3/CT commandG using the U;9ate method calls the $#'/)T, ,-+&T/ or +/3/T/ command for each changed row. 6ou can eFplicitly set these commands in order to control the statements used at runtime to resolve changes, including the use of stored procedures. For ad-hoc scenarios, a Co::an9"?7l9er obDect can generate these at run-time based upon a select statement. 5owever, this run-time generation requires an eFtra round-trip to the server in order to gather required metadata, so eFplicitly providing the $#'/)T, ,-+&T/, and +/3/T/ commands at design time will result in better run-time performance. (. 0. &+*.#/T is the neFt evolution of &+* for the .#et Framework. &+*.#/T was created with n-Tier, statelessness and 9!3 in the forefront. Two new obDects, the DataSet and DataA9a;ter, are provided for these scenarios. 4. 7. :. &+*.#/T can be used to get data from a stream, or to store data in a cache for updates. There is a lot more information about &+*.#/T in the documentation. )emember, you can eFecute a command directly against the database in order to do inserts, updates, and deletes. 6ou donLt need to first put data into a DataSet in order to insert, update, or delete it. &lso, you can use a DataSet to bind to the data, move through the data, and navigate data relationships
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&.# S%L SER4ER =2,,&
& database management, or +8!', gives the user access to their data and helps them transform the data into information. 'uch database management systems include d8ase, paradoF, $!', ';3 'erver and ';3 'erver. These systems allow users to create, update and eFtract information from their database. & database is a structured collection of data. its own fields. +ata refers to the
characteristics of people, things and events. ';3 'erver stores each data item in $n ';3 'erver, the fields relating to a particular person, thing or event are bundled together to form a single complete unit of data, called a record it can also be referred to as raw or an occurrence". /ach record is made up of a number of fields. #o two fields in a record can have the same field name. +uring an ';3 'erver +atabase design proDect, the analysis of your business needs identifies all the fields or attributes of interest. eFisting fields. S%L SER4ER TA"LES ';3 'erver stores records relating to each other in a table. +ifferent tables are created for the various groups of information. )elated tables are grouped together to form a database. PRIMARY EEY /very table in ';3 'erver has a field or a combination of fields that uniquely identifies each record in the table. The ,nique identifier is called the -rimary ?ey, or simply the ?ey. The primary key provides the means to distinguish one record from all other in a table. $t allows the user and the database system to identify, locate and refer to one particular record in the database. $f your business needs change over time, you define any additional fields or change the definition of
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RELATIONAL DATA"ASE 'ometimes all the information of interest to a business operation can be stored in one table. eFample. ';3 'erver makes it very easy to link the data in multiple tables. !atching an employee to the department in which they work is one This is what makes ';3 'erver a relational database management system, or )+8!'. $t stores data in two or more tables and enables you to define relationships between the table and enables you to define relationships between the tables. !OREI(N EEY >hen a field is one table matches the primary key of another field is referred to as a foreign key. & foreign key is a field or a group of fields in one table whose values match those of the primary key of another table. RE!ERENTIAL INTE(RITY #ot only does ';3 'erver allow you to link multiple tables, it also maintains consistency between them. /nsuring that the data among related tables is correctly matched is referred to as maintaining referential integrity. DATA A"STRACTION & maDor purpose of a database system is to provide users with an abstract view of the data. This system hides certain details of how the data is stored and maintained. +ata abstraction is divided into three levels. P5>s7cal le@elE This is the lowest level of abstraction at which one describes how the data are actually stored. Conce;t?al Le@elE them. &t this level of database abstraction all the attributed and
what data are actually stored is described and entries and relationship among
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Call Center Executer 47e6 le@elE This is the highest level of abstraction at which one describes only
part of the database. AD4ANTA(ES O! RD"MS )edundancy can be avoided $nconsistency can be eliminated +ata can be 'hared 'tandards can be enforced 'ecurity restrictions ca be applied $ntegrity can be maintained Conflicting requirements can be balanced +ata independence can be achieved.
DISAD4ANTA(ES O! D"MS & significant disadvantage of the +8!' system is cost. $n addition to the
cost of purchasing of developing the software, the hardware has to be upgraded to allow for the eFtensive programs and the workspace required for their eFecution and storage. >hile centralization reduces duplication, the lack of duplication requires that the database be adequately backed up so that in case of failure the data can be recovered. !EATURES O! S%L SER4ER BRD"MS" ';3 '/)A/) is one of the leading database management systems +8!'" because it is the only +atabase that meets the uncompromising requirements of today%s most demanding information systems. systems From compleF decision support *3T-" +''" to the most rigorous online transaction processing
application, even application that require simultaneous +'' and *3T- access to the same critical data, ';3 'erver leads the industry in both performance and capability.
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Call Center Executer ';3 '/)A/) is a truly portable, distributed, and open +8!' that delivers unmatched performance, continuous operation and support for every database. ';3 '/)A/) )+8!' is high performance fault tolerant +8!' which is specially designed for online transactions processing and for handling large database application. ';3 '/)A/) with transactions processing option offers two features which contribute to very high level of transaction processing throughput, which are The row level lock manager
ENTERPRISE $IDE DATA S-ARIN( The unrivaled portability and connectivity of the ';3 '/)A/) +8!' enables all the systems in the organization to be linked into a singular, integrated computing resource. PORTA"ILITY ';3 '/)A/) is fully portable to more than BJ distinct hardware and operating systems platforms, including ,#$9, !'+*', *'H0, !acintosh and dozens of proprietary platforms. This portability gives complete freedom to choose the database server platform that meets the system requirements. OPEN SYSTEMS ';3 '/)A/) offers a leading implementation of industry Ostandard ';3. ';3 'erver%s open architecture integrates ';3 '/)A/) and non O';3 '/)A/) +8!' with industry%s most comprehensive collection of tools, application, and third party software products ';3 'erver%s *pen architecture provides transparent access to data from other relational database and even non-relational database. DISTRI"UTED DATA S-ARIN(
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Call Center Executer ';3 'erver%s networking and distributed database capabilities to access data stored on remote server with the same ease as if the information was stored on a single local computer. availability dictate. UNMATC-ED PER!ORMANCE The most advanced architecture in the industry allows the ';3 '/)A/) +8!' to deliver unmatched performance. SOP-ISTICATED CONCURRENCY CONTROL )eal >orld applications demand access to critical data. >ith most database 'ystems application becomes Icontention boundT O which performance is limited not by the C-, power or by disk $H*, but user waiting on one another for data access. ';3 'erver employs full, unrestricted row-level locking and contention free queries to minimize and in many cases entirely eliminates contention wait times. NO IMO "OTTLENECES ';3 'erver%s fast commit groups commit and deferred write technologies dramatically reduce disk $H* bottlenecks. >hile some database write whole data block to disk at commit time, ';3 'erver commits transactions with at most sequential log file on disk at commit time, *n high throughput systems, one sequential writes typically group commit multiple transactions. +ata read by the transaction remains as shared memory so that other transactions may access that data without reading it again from disk. 'ince fast commits write all data necessary to the recovery to the log file, modified blocks are written back to the database independently of the transaction commit, when written from memory to disk. & single ';3 statement can access data at multiple sites. 6ou can store data where system requirements such as performance, security or
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SYSTEM DESI(N
'.1. INTRODUCTION
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Call Center Executer 'oftware design sits at the technical kernel of the software engineering process and is applied regardless of the development paradigm and area of application. +esign is the first step in the development phase for any engineered product or system. The designer%s goal is to produce a model or representation of an entity that will later be built. 8eginning, once system requirement have been specified and analyzed, system design is the first of the three technical activities -design, code and test that is required to build and verify software. The importance can be stated with a single word I;ualityT. +esign is the place where quality is fostered in software development. +esign provides us with representations of software that can assess for quality. +esign is the only way that we can accurately translate a customer%s view into a finished software product or system. 'oftware design serves as a foundation for all the software engineering steps that follow. >ithout a strong design we risk building an unstable system O one that will be difficult to test, one whose quality cannot be assessed until the last stage. +uring design, progressive refinement of data structure, program structure, and procedural details are developed reviewed and documented. 'ystem design can be viewed from either technical or proDect management perspective. From the technical point of view, design is comprised of four activities O architectural design, data structure design, interface design and procedural design.
'.
NORMALI/ATION
$t is a process of converting a relation to a standard form. The process is
used to handle the problems that can arise due to data redundancy i.e. repetition of
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Call Center Executer data in the database, maintain data integrity as well as handling problems that can arise due to insertion, updating, deletion anomalies. +ecomposing is the process of splitting relations into multiple relations to eliminate anomalies and maintain anomalies and maintain data integrity. To do this we use normal forms or rules for structuring relation. Insert7on ano:al>E $nability to add data to the database due to absence of other data. Delet7on ano:al>E ,nintended loss of data due to deletion of other data. U;9ate ano:al>E +ata inconsistency resulting from data redundancy and partial update Nor:al !or:sE anomalies. These are the rules for structuring relations that eliminate
!IRST NORMAL !ORME & relation is said to be in first normal form if the values in the relation are atomic for every attribute in the relation. 8y this we mean simply that no attribute value can be a set of values or, as it is sometimes eFpressed, a repeating group. SECOND NORMAL !ORME & relation is said to be in second #ormal form is it is in first normal form and it should satisfy any one of the following rules. (" -rimary key is a not a composite primary key 0" #o non key attributes are present 4" /very non key attribute is fully functionally dependent on full set of primary key.
T-IRD NORMAL !ORME
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Call Center Executer & relation is said to be in third normal form if their eFits no transitive dependencies. Trans7t7@e De;en9enc>E $f two non key attributes depend on each other as well as on the primary key then they are said to be transitively dependent. The above normalization principles were applied to decompose the data in multiple tables thereby making the data to be maintained in a consistent state.
D '.# E=R D7a8ra:s

The relation upon the system is structure through a conceptual /)-+iagram, which not only specifics the eFistential entities but also the standard relations through which the system eFists and the cardinalities that are necessary for the system state to continue. The entity )elationship +iagram /)+" depicts the relationship between the data obDects. The /)+ is the notation that is used to conduct the date modeling activity the attributes of each data obDect noted is the /)+ can be described resign a data obDect descriptions. The set of primary components that are identified by the /)+ are +ata obDect )elationships &ttributes Aarious types of indicators.
The primary purpose of the /)+ is to represent data obDects and their relationships.
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E4R #i $r m5
'.& DATA !LO$ DIA(RAMS

& data flow diagram is graphical tool used to describe and analyze movement of data through a system. These are the central tool and the basis from
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Call Center Executer which the other components are developed. The transformation of data from input to output, through processed, may be described logically and independently of physical components associated with the system. These are known as the logical data flow diagrams. The physical data flow diagrams show the actual implements and movement of data between people, departments and workstations. & full description of a system actually consists of a set of data flow diagrams. ,sing two familiar notations 6ourdon, 1ane and 'arson notation develops the data flow diagrams. /ach component in a +F+ is labeled with a descriptive name. -rocess is further identified with a number that will be used for identification purpose. development of +F+%' is done in several levels. The /ach process in lower level
diagrams can be broken down into a more detailed +F+ in the neFt level. The loplevel diagram is often called conteFt diagram. $t consists a single process bit, which plays vital role in studying the current system. The process in the conteFt level diagram is eFploded into other process at the first level +F+. The idea behind the eFplosion of a process into more process is that understanding at one level of detail is eFploded into greater detail at the neFt level. This is done until further eFplosion is necessary and an adequate amount of detail is described for analyst to understand the process. 3arry Constantine first developed the +F+ as a way of eFpressing system requirements in a graphical from, this lead to the modular design. & +F+ is also known as a Ibubble ChartT has the purpose of clarifying system requirements and identifying maDor transformations that will become programs in system design. 'o it is the starting point of the design to the lowest level of detail. & +F+ consists of a series of bubbles Doined by data flows in the system. D!D SYM"OLS3 $n the +F+, there are four symbols (. & square defines a source originator" or destination of system data
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Call Center Executer 0. &n arrow identifies data flow. $t is the pipeline through which the information flows 4. & circle or a bubble represents a process that transforms incoming data flow into outgoing data flows. 7. &n open rectangle is a data store, data at rest or a temporary repository of data
-rocess that transforms data flow.
'ource or +estination of data
+ata flow
+ata 'tore
CONSTRUCTIN( A D!D3 'everal rules of thumb are used in drawing +F+%'E (. -rocess should be named and numbered for an easy reference. should be representative of the process. 0. The direction of flow is from top to bottom and from left to right. +ata traditionally flow from source to the destination although they may flow back to the source. *ne way to indicate this is to draw long flow line back to a source. /ach name
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Call Center Executer &n alternative way is to repeat the source symbol as a destination. 'ince it is used more than once in the +F+ it is marked with a short diagonal. 4. >hen a process is eFploded into lower level details, they are numbered. 7. The names of data stores and destinations are written in capital letters. -rocess and dataflow names have the first letter of each work capitalized. & +F+ typically shows the minimum contents of data store. /ach data store should contain all the data elements that flow in and out. ;uestionnaires should contain all the data elements that flow in and out. !issing interfaces redundancies and like is then accounted for often through interviews. SAILENT !EATURES O! D!D2S (. The +F+ shows flow of data, not of control loops and decision are controlled considerations do not appear on a +F+. 0. The +F+ does not indicate the time factor involved in any process whether the dataflow take place daily, weekly, monthly or yearly. 4. The sequence of events is not brought out on the +F+. TYPES O! DATA !LO$ DIA(RAMS (. Current -hysical 0. Current 3ogical 4. #ew 3ogical 7. #ew -hysical CURRENT P-YSICAL3 $n Current -hysical +F+ process label include the name of people or their positions or the names of computer systems that might provide some of the overall system-processing label includes an identification of the technology used to process the data. 'imilarly data flows and data stores are often labels with the names of the actual physical media on which data are stored such as file folders, computer files, business forms or computer tapes.
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Call Center Executer CURRENT LO(ICAL3 The physical aspects at the system are removed as much as possible so that the current system is reduced to its essence to the data and the processors that transforms them regardless of actual physical form. NE$ LO(ICALE This is eFactly like a current logical model if the user were completely happy with the user were completely happy with the functionality of the current system but had problems with how it was implemented typically through the new logical model will differ from current logical model while having additional functions, absolute function removal and inefficient flows recognized. NE$ P-YSICAL3 The new physical represents only the physical implementation of the new system. RULES (O4ERNIN( T-E D!D2S PROCESS (" #o process can have only outputs. 0" #o process can have only inputs. $f an obDect has only inputs than it must be a sink. 4" & process has a verb phrase label.
DATA STORE (" +ata cannot move directly from one data store to another data store, a process must move data. 0" +ata cannot move directly from an outside source to a data store, a process, which receives, must move data from the source and place the data into data store 4" & data store has a noun phrase label. Project Report
Call Center Executer SOURCE OR SINE The origin and Hor destination of data. (" +ata cannot move direly from a source to sink it must be moved by a process 0" & source and Hor sink has a noun phrase land DATA !LO$ (" & +ata Flow has only one direction of flow between symbols. update. $t may flow in
both directions between a process and a data store to show a read before an The later is usually indicated however by two separate arrows since these happen at different type. 0" & Doin in +F+ means that eFactly the same data comes from any of two or more different processes data store or sink to a common location. 4" & data flow cannot go directly back to the same process it leads. There must be at least one other process that handles the data flow produce some other data flow returns the original data into the beginning process. 7" & +ata flow to a data store means update delete or change". :" & data Flow from a data store means retrieve or use. & data flow has a noun phrase label more than one data flow noun phrase can appear on a single arrow as long as all of the flows on the same arrow move together as one package.
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#ontext &evel Diagram
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1o$in #*# #i $r m5
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Admin #et ils # t
*lo"5
6st 1evel #*# #i $r m5
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7nd 1evel #*#5
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8 rd 1evel #*#
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mp 'perations
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mp 'perations
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'.' DATA DICTIONARY
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&fter carefully understanding the requirements of the client the entire data storage requirements are divided into tables. The below tables are normalized to avoid any anomalies during the course of data entry.
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'.) UML DIA(RAMS
Use C se #i $r ms5 Over 9ie" Use C se #i $r ms5
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Admin Use C se #i $r m5
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Employee Use C se #i $r m5
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Activity #i $r ms5
Re$istr tion Activity #i $r m5
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1o$in Activity #i $r m5
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Admin Activity #i $r m5
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Employee Activity #i $r m5
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OUTPUT SCREENS
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SYSTEM TESTIN( AND IMPLEMENTATION
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*.1
INTRODUCTION
'oftware testing is a critical element of software quality assurance and represents the ultimate review of specification, design and coding. $n fact, testing is the one step in the software engineering process that could be viewed as destructive rather than constructive. & strategy for software testing integrates software test case design methods into a well-planned series of steps that result in the successful construction of software. Testing is the set of activities that can be planned in advance and conducted systematically. The underlying motivation of program testing is to affirm software quality with methods that can economically and effectively apply to both strategic to both large and small-scale systems. *.2. STRATE(IC APPROAC- TO SO!T$ARE TESTIN( The software engineering process can be viewed as a spiral. $nitially system engineering defines the role of software and leads to software requirement analysis where the information domain, functions, behavior, performance, constraints and validation criteria for software are established. !oving inward along the spiral, we come to design and finally to coding. To develop computer software we spiral in along streamlines that decrease the level of abstraction on each turn.
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Call Center Executer & strategy for software testing may also be viewed in the conteFt of the spiral. ,nit testing begins at the verteF of the spiral and concentrates on each unit of the software as implemented in source code. Testing progress by moving outward along the spiral to integration testing, where the focus is on the design and the construction of the software architecture. Talking another turn on outward on the spiral we encounter validation testing where requirements established as part of software requirements analysis are validated against the software that has been constructed. Finally we arrive at system testing, where the software and other system elements are tested as a whole.
(%I) ) *)I%+
,'D(& ) *)I%+
Component Testing *(-.*$*) , ) *I%+
Integration Testing
*$*) , ) *)I%+
Project Report A## /)A%# ) *)I%+ User Testing
*. . UNIT TESTIN( ,nit testing focuses verification effort on the smallest unit of software design, the module. The unit testing we have is white boF oriented and some modules the steps are conducted in parallel.
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Call Center Executer 1. $-ITE "O0 TESTIN( This type of testing ensures that &ll independent paths have been eFercised at least once &ll logical decisions have been eFercised on their true and false sides &ll loops are eFecuted at their boundaries and within their operational bounds &ll internal data structures have been eFercised to assure their validity. To follow the concept of white boF testing we have tested each form .we have created independently to verify that +ata flow is correct, &ll conditions are eFercised to check their validity, &ll loops are eFecuted on their boundaries. 2. "ASIC PAT- TESTIN( /stablished technique of flow graph with Cyclomatic compleFity was used to derive test cases for all the functions. The main steps in deriving test cases wereE ,se the design of the code and draw correspondent flow graph. +etermine the Cyclomatic compleFity of resultant flow graph, using formulaE A 1"U/-#P0 or A 1"U-P( or A 1"U#umber *f )egions >here A 1" is Cyclomatic compleFity, / is the number of edges, # is the number of flow graph nodes, - is the number of predicate nodes. +etermine the basis of set of linearly independent paths.
. CONDITIONAL TESTIN( $n this part of the testing each of the conditions were tested to both true and false aspects. &nd all the resulting paths were tested. 'o that each path that may be generate on particular condition is traced to uncover any possible errors.
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Call Center Executer #. DATA !LO$ TESTIN( This type of testing selects the path of the program according to the location of definition and use of variables. This kind of testing was used only when some local variable were declared. The definition-use chain method was used in this type of testing. These were particularly useful in nested statements. &. LOOP TESTIN( $n this type of testing all the loops are tested to all the limits possible. The following eFercise was adopted for all loopsE &ll the loops were tested at their limits, Dust above them and Dust below them. &ll the loops were skipped at least once. For nested loops test the inner most loop first and then work outwards. For concatenated loops the values of dependent loops were set with the help of connected loop. ,nstructured loops were resolved into nested loops or concatenated loops and tested as above. /ach unit has been separately tested by the development team itself and all the input have been validated.
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SYSTEM SECURITY
+.1 INTRODUCTION The protection of computer based resources that includes hardware, software, data, procedures and people against unauthorized use or natural +isaster is known as 'ystem 'ecurity. 'ystem 'ecurity can be divided into four related issuesE 'ecurity $ntegrity -rivacy
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Call Center Executer Confidentiality SYSTEM SECURITY refers to the technical innovations and procedures applied to the hardware and operation systems to protect against deliberate or accidental damage from a defined threat. DATA SECURITY is the protection of data from loss, disclosure, modification and destruction. SYSTEM INTE(RITY refers to the power functioning of hardware and programs, appropriate physical security and safety against eFternal threats such as eavesdropping and wiretapping. PRI4ACY defines the rights of the user or organizations to determine what information they are willing to share with or accept from others and how the organization can be protected against unwelcome, unfair or eFcessive dissemination of information about it. CON!IDENTIALITY is a special status given to sensitive information in a database to minimize the possible invasion of privacy. $t is an attribute of information that characterizes its need for protection. +. SECURITY SO!T$ARE
'ystem security refers to various validations on data in form of checks and controls to avoid the system from failing. $t is always important to ensure that only valid data is entered and only valid operations are performed on the system. The system employees two types of checks and controlsE
CLIENT SIDE 4ALIDATION Aarious client side validations are used to ensure on the client side that only valid data is entered. Client side validation saves server time and load to handle invalid data. 'ome checks imposed areE A8'cript in used to ensure those required fields are filled with suitable data only. !aFimum lengths of the fields of the forms are appropriately defined. Forms cannot be submitted without filling up the mandatory data so that manual mistakes of submitting empty fields that are mandatory can be sorted out at the client side to save the server time and load.
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Call Center Executer Tab-indeFes are set according to the need and taking into account the ease of user while working with the system.
SER4ER SIDE 4ALIDATION 'ome checks cannot be applied at client side. 'erver side checks are necessary to save the system from failing and intimating the user that some invalid operation has been performed or the performed operation is restricted. 'ome of the server side checks imposed isE 'erver side constraint has been imposed to check for the validity of primary key and foreign key. & primary key value cannot be duplicated. &ny attempt to duplicate the primary value results into a message intimating the user about those values through the forms using foreign key can be updated only of the eFisting foreign key values. ,ser is intimating through appropriate messages about the successful operations or eFceptions occurring at server side.
Aarious &ccess Control !echanisms have been built so that one user may not agitate upon another. &ccess permissions to various types of users are controlled according to the organizational structure. *nly permitted users can log on to the system and can have access according to their category. ,sername, passwords and permissions are controlled o the server side. ,sing server side validation, constraints on several restricted operations are imposed.
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CONCLUSION
$t has been a great pleasure for me to work on this eFciting and challenging proDect. This proDect proved good for me as it provided practical knowledge of not only programming in &'-.#/T and C@.#et web based application and no some eFtent >indows &pplication and ';3 'erver, but also about all handling procedure related with NCall Center E1ec?terO. $t also provides knowledge about the latest technology used in developing web enabled application and client server technology
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Call Center Executer that will be great demand in future. This will provide better opportunities and guidance in future in developing proDects independently. "ENE!ITS3 The proDect is identified by the merits of the system offered to the user. The merits of this proDect are as followsE $t%s a web-enabled proDect. This proDect offers user to enter the data through simple and interactive forms. This is very helpful for the client to enter the desired information through so much simplicity. The user is mainly more concerned about the validity of the data, whatever he is entering. There are checks on every stages of any new creation, data entry or updation so that the user cannot enter the invalid data, which can create problems at later date. 'ometimes the user finds in the later stages of using proDect that he needs to update some of the information that he entered earlier. There are options for him by which he can update the records. !oreover there is restriction for his that he cannot change the primary data field. This keeps the validity of the data to longer eFtent. ,ser is provided the option of monitoring the records he entered earlier. 5e can see the desired records with the variety of options provided by him. From every part of the proDect the user is provided with the links through framing so that he can go from one option of the proDect to other as per the requirement. This is bound to be simple and very friendly as per the user is concerned. That is, we can sat that the proDect is user friendly which is one of the primary concerns of any good proDect. +ata storage and retrieval will become faster and easier to maintain because data is stored in a systematic manner and in a single database. +ecision making process would be greatly enhanced because of faster processing of information since data collection from information available on computer takes much less time then manual system. &llocating of sample results becomes much faster because at a time the user can see the records of last years. /asier and faster data transfer through latest technology associated with the computer and communication. Through these features it will increase the efficiency, accuracy and transparency,
LIMITATIONS3
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Call Center Executer The size of the database increases day-by-day, increasing the load on the database back up and data maintenance activity. Training for simple computer operations is necessary for the users working on the system.
Project Report
!UTURE IMPRO4EMENT
Project Report
This 'ystem being web-based and an undertaking of Cyber 'ecurity +ivision, needs to be thoroughly tested to find out any security gaps. & console for the data centre may be made available to allow the personnel to monitor on the sites which were cleared for hosting during a particular period. !oreover, it is Dust a beginningG further the system may be utilized in various other types of auditing operation viz. #etwork auditing or similar processHworkflow based applications...
Project Report
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Project Report
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Project Report

Call Center

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Call Center Executer

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2.2 ANALYSIS MODEL

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STUDY O! T-E SYSTEM

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2.# S>ste: ReA?7re:ent S;ec7f7cat7ons

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2.& PRAPOSED SYSTEM

NEED !OR COMPUTERI/ATION

!UNCTIONAL !EATURES O! T-E MODEL

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2.' INPUT AND OUTPUT

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2.) PROCESS MODEL USED $IT- .USTI!ICATION

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.2. OPERATIONAL !EASI"ILITY

SO!T$ARE RE%UIREMENT SPECI!ICATION

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&.1 INTRODUCTION TO .NET !RAME$ORE

47s?al o@er@7e6 of t5e Co::on Lan8?a8e Infrastr?ct?re BCLIC

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The .NET !ra:e6or< stack.

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T-IRD NORMAL !ORME

D '.# E=R D7a8ra:s

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'.& DATA !LO$ DIA(RAMS

-rocess that transforms data flow.

'ource or +estination of data

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Component Testing (-.$) , ) I%+