CDR Project Feature Issue List-tks-V1 5

CDR PROJECT LIST OF ISSUES RAISED BY SSAs & COMMENTS THEREOF
FEATURE RELATED ISSUES

Ver 1.5 Date. 27-Apr-10
Note. CDR Implementation consists of two projects: Project 1- SE involves South and East zone
Circles and Project 2-NW involves North and west zone Circles. Although the Software used in
Project 1 and Project 2 are not the same, functionalities are planned to be same.
Raised by
OR01
MP27
KA21
TN15
CRM
REMARK and PRIORITY
UDAAN
UDAAN has been implemented in
several non-CDR SSA of Orissa which
includes Cuttack, Sambalpur and
Balasore. As ascertained from TCS,
Udaan has not yet been incorporated
in CDR Platform. Since the facilities
has already been started in non-CDR
SSA it would invite public resentment
if the SSA are migrated to CDR
without UDAN.
TOP
24-4: Developed in NW. To be deployed.
In UDAAN software leading closing is

not reflected due to CDR modification
There is Continuous monitoring of progress

of Project Udaan but no report or
monitoring feature is available in CDR
system
OR02
T-PIN
Issues like generation of T-pin, NonBooking of faults for Broadband PT
customer, design of smaller size
CDR PROJECT-FEATURE_ISSUE List-TKS-V1_5.doc
1. As an interim measure UDAAN

integration with CDR system has been
done through Reports. Procedure is as
follows:
a) Leads created in WINGS system and
assigned to sales team.
b) Orders shall be created in CDR system
by the sales team. This order number
shall be entered manually in WINGS.
c) WINGS application at ITPC Pune shall
get the order details from CDR system on
separate DB Links (With Read only
permission from CDR system) from the 4
CDR data centers.
d) Thereafter WINGS team will generate
the desired reports.
2. Ultimately, in the next two months time
UDAAN like facilities shall be available
from the CRM of CDR system and
thereafter UDAAN system shall not be
required in CDR SSAs. SI of CDR project
has submitted the solution document in
this regards to the office of CGM ITPC.
ITPC is currently examining the solution
document and give a go ahead to SI for
configuration in the CDR system
accordingly.
Refer to letter from CFA IT BSNL CO on
25th March'10.
Validation completed in NW, pushed to
production. Nomination of Sales officers
from SSA is pending
MEDIUM
24-3: Policy finalized and approved. To be
developed.
As regards to T-Pin implementation,
Page 1
receipts, non-differntiation of
disconnected and shift customers etc.
Genaration of T-PIN. In absence of TPIN the requests lading at call center
for works like change of plan is taking
days to materialize whereas it would
be solved in minutes when T-PIN is
provided.
OR06
Order type for Disc.(deleted)and

shifting Disc. Is same. Hence not able
to identifiy how many fresh deletion
orders are there and how many
shifting Disc. Ordrs are there.
MP34
RCLVO
If for shifting , Disconnection order is
completed and reconnection order is
cancelled by field unit and
subsequently by commercial officer
then there is no way to regenerate
same shift order. If we issue
reconnection order then it generate
demand note of ARD and also reach
to outdoor staff as new connection
asking him to provide new extra
instrument. Also same number is not
available for that customer as number
is not visible in vacant phone number
list. Also if customer is having
Broadband connection then BB
reconnection order is not possible at
all. Same is the case of reconnection
after voluntary closure (Equivalent of
RCLVO of DOTSOFT).
uniform guidelines are yet to be issued

from CS cell of Corproate Office. TPIN
shall be implemented on PAN-India basis
after complete CDR Rollout.
Non-booking of faults for Broadband PT
customers issue is resolved.
Payment receipt format and size is
standardised from Corporate office.
Differentitation of disconnected and shift
customers can be done by checking the
orders. These will have different order
types-order subtype combinations. (Order
type Value: Shift for Shift disconnect and
Disconnect for order subtype; and Order
type value Disconnect and subtype
Disconnect for normal disconnect)
RESOLVED as below:
Order types for Shift - Disconnection and

Normal Disconnection are different. For Shift:
Order Type = "Shift", Ordersubtype =
"Disconnect". For LL Disconnection, Order type
= "Disconnect", Order subtype = "Disconnect"
Number release from Quarantine is
implemented in NW.
Cancellation procedure on Shift cases is
streamlined
Shift cases associated with BB are also
streamlined
Page 2
SHIFT ON OUTDOOR FEASIBILTY
OR20
SHIFT-CENTREX
How to carry out shifting centrex no.
OR21
SULABH
Modification in local special package is
not allowing e.g.for e-Governance
sulabh to outgoing provision is not
coming .
SE available.
Implemented in NW. Outdoor feasibility
task appears before Disconnection for shift
of old numer
SE available. NW by 10-may (TCS 15-4
ltr)
Presently CENTREX shift with in exchange
(MSU) does not leads to Centrex facility
disconnection.
Centrex shift within exchange (MSU and
loosely coupled RSU) will be managed
without centrex facility disconnection. In
tightly coupled RSU CENTREX facility will
always have to be disconnected. This
amendment is scheduled in the month of
May'10.
RESOLVED
This is a plan reconfiguration request. Any
plan/package/tarriff configuration changes
can be handled by the O&M team through
the SM CR process. This is not to be
handled by the end users themselves.
ITPC has confirmed that the issue is
resolved as below:
There is a separate plan configured for Sulabh

with OG Facility
OR22
RCLNP
MP32
RCLNP showing as new telephone

connection.
Solution implemneted in South and East.

To be deployed in North-West by 30th
April'10.
Number release from quarantine is
implemented in NW
There is no procedure for shift with

nonpayment reconnection (Equivalent
to RCLNP of DOTSOFT). [ In state
government if one officer is
transferred then nobody cares to
make payment and number gets
disconnected due to nonpayment.
When new officer joins he get the
payment done and immediately want
shifting at his residence]
OR23
ADDRESS CHANGE ON SHIFT

Installation address change w/o
physical shifting is not able to
comply(modification slightly change in
PENDING IN NW
Solution implemneted in South and East.
To be deployed in North-West by 30th
April'10.
Address change request from Clarity is
implemented in NW
Page 3
address is not allowing)
OR25
WETTU
For North east employee rent free
service plan "WETTU" for their family
is not in CDR.
OR26
24)While making entry, it is not

allowing for "BB availability" as YES
for P3 non CDR customers.
JK02
WAITING LIST
The waiting list provided in CDR
system is available exchange wise and
is in random order i.e., it is not
sorted.
We wish to have the Waiting List
listed in chronological order i.e, oldest
pendency at the top & ending with the
recent pendency at the bottom
exchange wise so that we can look
into and take necessary action to
clear old waiting list.
JK04
SHIFT-INTER EXCH
Inter-exchange shift of wire line
telephone connection:
JK06
USAGE CODE
MP33
MP42
Usage Code modification issue :

There is no way to change usage code
from business/Office to residence and
vice versa. This is required for
providing home specific Broadband
plan to customer.
RESOLVED
As per ITPC, issue resolved.
RESOLVED
PENDING
Waitlist can be sorted out in chronological
order.
Solution is being re-checked.
CLOSED
No change required.
PENDING
CSR can change the plan however, this
change is not reflected in CRM.
Usage code change is not reflected in CRM
(Assets)
In CRM not able to change customer

type from business to residence
JK10
INSTRUMENT TYPE
Type of Instruments available with
customer:- At the time of migration of
the data of customer from Dotsoft to
CDR system, the type of instrument
This problem is coming as correct data is

not being provided by SSA at the time of
migration. In case as per data provided by
the SSA at the time of migration to CDR
system, if the customer is already having
CLIP phone, then how the order for
Page 4
JK12
available with the customer has been

shown as CLIP instrument in place of
the one available in Dotsoft system.
In Dotsoft system, we were issuing
work order for change of instrument
based on request/availability of CLIP
telephones. After migration, when we
tried to generate service order for
change of instrument to CLIP
telephone, the system responds as
CLIP telephone already available. The
data of type of instrument available in
CDR system should be as given in
Dotsoft dump to M/s. TCS.
providing CLIP phones to such customers

shall be issued by the CDR system.
FREE PHONE
CLOSED
Available in SE and NW
RESOLVED
While creation of shift order , If customer
exchange is urban and new exchange is
rural (or vice-versa) then there will be
prompt in service order which will prompt/
popup for creation of new billing account.
On confirmation of that popup, new billing
account will be created automatically and
will come in billing account field of shift
reconnection order.
SHIFT-URBAN-RURAL
Shift from urban to rural exchange
and vice versa:
It is observed that
when we enter the request received
for shift of telephone connection from
urban to rural area in CDR system,
the system gives installation type
mismatch error in place of issue of
work order. The work process in
system need be modified suitably so
that this type of shift work orders can
be issued and complied.
Correct Data has to be given by the SSA

to ITPC. However individual cases to be
handled through SM docket.
CSR will resume that order as normal shift

case and provisioning of order will be
done.
Shifting of a connection from rural to

urban area and vice-versa is not
permitted in system.
Misc09
RETENTION OFFICERS
PENDING
MP44
Particular surrender cases /faults

cases are being reflected to all
retention officer/FTOs
All respective commercial officers of the

SSA to be designated as retention officer
by the SSA.
UW20
Since the customer care can be

obtained from anywhere in the zone,
CSR taking connection request may
not know the exchange of the
customer. Locality/sublocality will be
therefore used for the purpose. Also,
SSA, locality and sublocality
Accordingly SI has been instructed to

route the voluntary closure
requests/surrender cases.
Correct data is to be given by the SSA.

Help of SI shall be taken to upload.
Page 5
combination tends to be unique, so

this should not be an issue
Cases booked in CRM for
disconnection showing as In Process
with retention officer but not
appearing in the work list of retention
officers.
Misc14
REFUND
PENDING
MP36
KA16
DDN SSA raised the issue of NONGENERATION OF REFUND ORDRS in

CDR system in respect of closed
connections .
Process pending for writing off the

Migrated outstandings (already finalised in
Source)
Finalization of Accounts on closure,

adjustments of Broadband deposit on
withdrawal of Broadband are getting
delayed and the Accounts Officer are
facing a lot of difficulty in apprising
the customers.
(a) Finalization of Accounts on closure there is no issue in the pro-
cess as such but manual intervention is required. Or it waits till the

customer is billed in the next bill
cycle due for the customer when
the final bill is prepared.
Reg adjustments on BB deposits this is
true. However the customer can be advised

to pay less and the adjustment can passed
on to the next invoice.
Misc27
Misc30
CRM OUTAGE
Frequent outage of CRM application
has been observed
Most of the times, it has identified as a

Local Network failure issue. For other
reasons,the required information is shared
(through Incident Management Report)
and problems have been resolved on "Top
Priority".
SMS ALERTS
IMPLEMENTED
Provision of SMS alerts not

implemented (SMSC connectivity
already operational)
Page 6
Misc31
BROADBAND USAGE ALERT
PENDING
BB usage on SMS short code as

available in South to be made
available in North as well.
SMS alert on BB usage is already

Implemented in South and East. Schedule
of other SMS services is being published
separately
RA01
RA20
FTTH
Under discussion with GM Core Network.
RA02
WIMAX
CLOSED
RA20
Provision of Wimax in CDR
As per corporate decision, WiMAX is to be

served through GSM system
UPE05
NTC
RESOLVED
While booking New Connection sub

locality field is not sorted out so
taking long time to find a sub locality
by CRM staff.
Now sublocality is sorted
LOCALITY SUBLOCALITY
Since the customer care can be obtained

from anywhere in the zone, CSR taking
connection request may not know the
exchange of the customer.
Locality/sublocality will be therefore used
for the purpose. Also, SSA, locality and
sublocality combination tends to be
unique, so this should not be an issue
MH03
Fiber to The Home (FTTH) provision in

CDR not available
Exchange code should come before

Locality and sublocality, as there is
localities/sub-localities with similar
names under different exchnages.
This is causing hardship in booking of
NTCs.
RA07
MH05
5)There are still localities/sublocalities

related issues for which TCS asked for
rechecking mapping error .
Services booked by the customers are
getting hanged 'IN PROCESS' status,
hence field officers are not able to
view the same in CLARITY and
provide the services.
Correct data is to be given by the SSA.

Help of SI shall be taken to upload.
O& M ISSUE
Operation and maintenace issue - To be
handled by DC O&M team on case to case
basis.
Page 7
MH07
MULTI AREA SHIFT

In multi-area shift cases , the CSC
staff is not able to change the number
of customer.
MH09
There is no such issue. ITPC requries

individual cases for analysis.
ISDN
RESOLVED
Provision for booking of ISDN

connection without NT is not possible.
This issue in now resolved as below:
Booking of ISDN BRI generating a

demand note of Rs 4500/- while for
ISDN BRI it should be of Rs 3331/-.
RESOLVED
MP01
When any service order appears in

work-list of Commerical officer then
there are two options available.
Resubmit/ Resume and wait list order.
When we wait list the order it does
not appear in waitlist search for
modification. When we resubmit order
this order remains in noneditable
format and therefore we are unable to
modify the orders returnd from clarity
for any modification. This will reduce
complaints going to service manager.
RESOLVED
MP04
QUARANTINE NOS
RESOLVED
UW14
MH
D/Note value modified to select ISDN NT

as optional item
It was problem earlier.
There is no authorization to SSA

despite promise to allow removing
numbers from quarantine. Many
times customer wants specific number
specially when one government officer
is transferred to other department but
wants to retain same number. Target
dates and promises are not being
kept.
MP05
As per corporate order number 11/2009-R&C [CFA] installation charge

was waived off for 3 months from
1.12.2009 but in billing customers are
getting charge of installation. Also
security deposit which was to be
RESOLVED TRAINING ISSUE

CSR needs to attach the schemes to get
this effected. This could be a training
issue. SSA to get in touch with ITPC.
Page 8
taken in 3 installments are being

taken in advance leading to less
booking. ITPC insisted that installation
charges have been waived by TCS,
but in fact all the customers have
received bills for installation charges .
MP08
WRITE OFF
PENDING
TN05
There is no provision for writing-off

amount. For example a customer
having O/S dues of Rs. 10000/ and
pays Rs. 7500/- after availing
discount as per order of BSNL,
balance O/s amount should be written
off and O/S should be made
zero.Moreover debit/credit process is
not working for migrated closed
connections
Procedure has been published but still not

satisfactory
5)Provision for writing off in case of

closed/ inactive accounts.
MP09
MP16
MP11
CORAL EPABX
PENDING
There is no provision to give

connection in Coral-PBX. For existing
customers we are not able to increase
or decrease number of ports.
EPABX is considered as ISDN or PSTN

connection only. The CDR does not
maintain the extensions given in EPABX.
Therefore, this can be done outside the
CDR system.
ISDN PRI Scenario - Multiple PRIs

and Coral EPABX
BILLDESK 1% DISCOUNT
Related solution shall be available by the

April'10 end.
RESOLVED on 24-apr
As per corporate order 2-68/2005/TRCMTS/BSNL dtd 28.11.2006, 1%

discount is to be given to customers
who make payment through billdesk
but customers are not getting
discount.
MP12
INACTIVE PLANS
RESOLVED
All inactive plans are visible in plan

selection list. This includes plan 250,
plan 330 and 799 combo plan. In 799
It is possible to make any plan active or

inactive in the CDR system.
Page 9
combo plan unlimited broadband

usage with zero rental and zero
charges for BSNL network in circle is
allowed. These plans are circle specific
and were valid for short duration . We
can not expect every CSR operator
about validity of plan , therefore these
plans are being given to customers
giving revenue loss to department.
MP14
TAC MEMBER PLAN
RESOLVED
There is no procedure to convert

TAC member plan to individual plan
and vice-versa
2.124
UW14
OLD OUTSTANDINGS
RESOLVED TRAINING ISSUE
More than 6 months outstanding

invoices are not visible for samadhan.
Solution is available in CDR system. Could

be a training issue. Please get in touch
with ITPC.
HUNTING CONTINUOUS
NUMBERS for Corporate Customers
PENDING IN NW
DSPT
PENDING IN NW
Available in SE. At NW by 10-may (TCS ltr

dt. 15-4)
Available in SE. At NW by 17-may (TCS ltr

dt. 15-4)
UW13
MP54
NOVANET PC and HCL PC
PENDING IN NW
Not available in NW.
Available in SE.
As per corporate order number DDG

(BB)/64-35/09-Broadband dtd
09.03.2009 there is very attractive
scheme for bundling of HCL pcs in
rural areas with BSNL broadband but
this feature is not available in CDR
system.
To be available in NW by 23-apr
NOVANET PC for Urban customers
PENDING IN NW
On Rental Basis
Available in SE.
At NW by 23-apr (TCS ltr 15-4)
Page 10
MP18
OFF-LINE WORK ORDERS IN CRM
PENDING IN NW
Available in SE.
At NW by 10-may (TCS ltr 15-4)
DISPLAY OF LOCAL CDRs in CRM
PENDING IN NW
Available in SE.
At NW by 23-apr (TCS ltr 15-4)
WLL
CLOSED
Not to be available in CDR project.
Currently available only in HYD.
EVDO / NIC
CLOSED
Since MSC based WLL is being migrated to
GSM, this will not be available
UW19
AREA TRANSFER
PENDING
MP27
Area transfer of Bulk customers is not

possible.
To be offered for validation in NW
MP37
PCO POSTPAID TO PREPAID
To be offered for validation
There is no way to change postpaid

PCO to prepaid PCO. Even if we close
the postpaid PCO and generate order
for prepaid then same number is not
available in inventory.
MP40
MP45
For any order generated on working

number like credit/ Debit /Shifting /
Disconnection etc. there is no way to
know the ID of the staff who created
the request. Suppose one CSR staff
created request for 500 Rs. Credit/
Debit to a customer and request goes
to AO for approval then to whom AO
should contact in case of any query.
PENDING
During plan change and change of

indicator order generation Demand
Note button is enabled and if CSR
operator press Demand note button
then it generate demand note of zero
PENDING
Pending and to be done. HYD to raise a

CR. TCS to do
Many SSAs are facing this problem. Many

SM dockets are being raised due to
this.TCS is expected to disable the
Page 11
amount and status changes to

Demand note generated. After that
CSR operator is not able to process
the order further.
Demand Note button.
In CRM two and more than 2 plans

are attached to a single customer
causing double billing to customer
RESOLVED
MP56
As per order number No.2-2/2007PHA dtd 11.4.2007 For rental FMC

word is to be used but in billing we
are not using this term
RESOLVED
MP62
As per order number 103/Comm./2009-R&C Dtd 5.5.2009

safe custody locking period is 3
months but in CDR system there is no
such locking option.
PENDING
RA05
3) Trunk booking through CDR system

is pending for implementation in new
CDR system.
CLOSED: Feature is available.
RA11
9) The procedure for restoration of

telephone connection closed due to
non-payment after 3 months is to be
re-examined.
RESOLVED
iii) Integrating information Kiosks at

Tirunelveli (Erode SSA also has the
feature).
PENDING
MP47
TN16
However, some old cases may be pending

and to be corrected
It is possible to give reconnection as long

as account is not closed.
There is no uniformity in Kiosks used in

different SSAs. To be handled individually
during migration. Issue to be taken up
betn ITPC and TCS
CR is already raised for TVL SSA. A simple
way of doing it is to update the database
that is now being used by the Kiosk at
regular intervals (once in day) through db
links.
TN20
vii) Problems in conversion of junction

type free EPABX numbers to normal
connections(Vellore SSA).
More inputs required from SSA.
TN21
viii) Differentiation of Vellore and

Tiruvannamali District Customers in
Pending; (It is a migration issue which

TCS should take care.) For Pondi, this
Page 12
TN22
CRM module(VELLORE SSA).

Similarissue likely to figure in
Pondicherry also because PondicherrY
SSA consists of areas from three
revenue districts.
should not be an issue since it is already

handled at Hyderabad
ix. In CRM Module, it is not possible to

create the BB user ID:
nme_341792343838@
tnindstjosep.nme.in as the maximum
limit is restricted to 12 characters and
speical character is not admitted.
( SD30331) . Kindly note that this
format is recommended by BSNL CO
in case of EB Corporate plans to
speicify domain name, etc. because of
this problem in CRM, Aa large
number of cases are pending to be
provided. this will go as all SSA
problem.
The issue is resolved now because of

VPNoBB implementation and NME
implementation
BROADBAND
JK05
20% CONCESSION
MP06
Concession in rental and usage

charges: As per tariff policy in force,
BSNL allows concession in rental as
well as usage charges @ 20% on
broadband connections to employees
of government and it undertaking.
The CDR system should be modified
suitable to extend this concession.
UE03
MH08
UW18
We are not able to attach 20% rebate

scheme to Government employee.
This scheme is not visible in DashBoard. More than 500 customers have
complained in writing.
20% discount is applicable to Gov.
Employees Residential individual
connection where as in CRM no
catagary exist. Only Central Govt/
State Govt category exists with credit
limit Rs.20000/40000 in CRM on
which 20% rebate is not applicable ,
PENDING
This scheme is available for new
connection.
For existing customers this scheme should
be available in "Modify Order". The
solution for the same shall be available
by 30th April'10.
The new account type/subtype and
scheme are under configuration. If the
eligibility changes due to account status
change, it requires creation of new
account and transfer of service and
transfer of outstanding through
adjustment process.
Implemented in NW. Validation pending
Page 13
however CRM is supporting such

option of rebate which is not
permissible.
MP50
There is no provision for concessional

Broadband connection for educational
institutes vide order number 11/2009-R&C [CFA] dtd 18.01.2010
PENDING
MP57
As per order number No: 64-03/08Broadband Dt: 18/02/2010 there are

6 types of ADSL modem but this is
not incorporated in CDR system
PENDING
MP51
There is no provision for Web

conferencing service for BSNL
corporate customers vide letter
number 1-1/2009-R&C [CFA] dtd
3.11.2009
PENDING
MP52
There is no provision for Voice and

Video over Broadband service issued
vide letter number 1-1/2009-R&C
[cfa] dtd 18.01.2010
PENDING
UT
Order for BB password reset should

be routed to NIB person as port has
to be unbinded which is to be done
from NIB only.
Meena to reply
JK13
BRODBAND RURAL-USO SUBSIDY
MP10
BB connection under USO category in

rural area:-USO is providing subsidy
for provision of BB connection in rural
area which is covered under the BB
plans USO-99 and USO-150. The
USO administrator will provide
subsidy to cover the cost of modem
and security deposit of the plan for BB
connection. Thus these BB
connections need be provided without
security deposit for modem to the
customer. For rural BB connection,
the CDR system is generating demand
note for modem security (of course
without plan changes) which is not
applicable. The necessary changes in
Scheme DEP021 is available in CDR

system which will waive-off security
deposit of modem.
Issue resolved. An alert to be generated
for manual decision of giving free modem.
UW02
Free modem feature implemented in NW.

Alert is not yet implemented (ason 24-04)
Page 14
the CDR system need be done for

exemption of security deposit for
modem for BB connections provided
in rural area under USO Plan.
For Broadband -USO plans system is
not allowing free modem . Therefore
we could not book connection
BB NTC
CLOSED
In case of Booking of NTC with BB

service order for NTC is not getting
ceated and remains heldup in CRM in
Number Reservation done state
however service order for BB gets
issued.
issue resloved. Training issue
UW16
BBOVPN
Misc01
Provision of BBOVPN in CDR system
MP03
Bhopal SSA had taken up VPN over

Broadband issue almost six months
back but still,
(A) No plan is configured as per NME
project corporate order i.e. There is
no provision to take only 25%
payment after 10% rebate as per
corporate order
(B) The automatic task for BB
provision order is added which creates
username and allows surfing on
internet locally as per corporate order
surfing should be allowed only
through centrally provided leased line
PENDING
Validation completed in NW. However for
NME plan advance 25% collection feature
is not implemented
(A) NME billing NOT implemented.
resolved
UPE01
KA24
MP07
BROADBAND PREPAID
PENDING ITPC
UT
UW09
(A)Despite more than 5 months time,

Prepaid Broad band plan is not
configured as per corporate orders
where it says that installation charges
of Rs. 250 are to be taken at the time
of application receipt. But No demand
note is being generated for the same.
1. As per discussion with BB cell of BSNL

CO, it has been decided that installation
charges in case of Pre-Paid shall be
billable in next bill of associated Landline.
Automatic adjustment will be created.
2. In case of dunning of Pre-paid at the
Page 15
(B) No information is being passed on

to billing, therefore dunning of
Broadband will not be done at the
time of landline dunning.
(C) Simultaneous working of prepaid
and post-paid is not possible.
(D) there is no way to change
postpaid to prepaid and vice-versa
There is still problem in provisioning
Portal ID is not
getting updated in Clarity ( error
message coming field can not be
updated ) further the user id
generated in CRM is having more
characters than required in manual
creation in Prepaid BB at NOC.
of Prepaid Broadband.
MP15
AP05
time of Landline dunning, feed file is being

given to P3 node incharge for taking
further action.
3. ITPC to comment.
4. It has also been decided that there
shall not be linkage between a Pre-paid
and Post Paid Broadband connection and
hence no balance transfer is required.
Therefore conversion of Post-paid to Pre
Paid is not required. Post-paid and Prepaid BB connection shall be handled
independently
Validation completed and implemented in
NW
BROADBAND SAFE CUSTODY
PENDING
As per order number No. 11023/2007-Comml Dated: 8th May,

2008 broadband may be kept
under safe custody but this option
is not available in system
Deployment is to be scheduled. We will

publish the schedule.
PREPAID BB
There is no corporate office order in this

regard.
Multiple prepaid BB users ceation on

single LL is not available in CDR
System
PREPAID BB TO POTPAID
Available in SE. Implemented in NW
Bothway conversion
OR24
BB order after returning from Clarity,

it is cancelled but not issued(shifting
with BB,LL order hitting clarity w/o
BB).
RESOLVED
As below:
In NW Software bug identified and flow
corrected
MP02
Broadband username creation
PENDING
Page 16
MH06
OR09
OR10
procedure is very cumbersome and

often link between NIB and Data
center breaks. Then ,we can not
create broadband order because
during order generation, it checks
online availability of username from
NIB and if this checking is not
possible due to broken link then we
have to return the customer back
without booking his broadband order.
A change request will be initiated to

address this issue in North and West zone
also, by 15th April 10.
The BB order created from CRM is not

reflecting in NIB portal.
CLOSED
MODEM SALE
No service order for sold modem in
deposite case(due to modem fault/out
of warranty)
CLOSED
BB Complaint can be booked regarding
faulty modem in case of any issues. The
outdoor person can verify the sale receipt
for warranty validation and replace the
modem if it is in warratny and necessary.
SHIFT-PORT BINDING
On shift across exchanges /same
exchange the port binding is not
getting refreshed.And for this BB
network change is getting "X"or"Y"
automatically in arbitrary manner.
BROADBAND OVER EPABX
Pending as on 24-04-10
There is no such issue. ITPC requries

individual cases for analysis.
Warranty period shall not be maintained in

CDR system. Customer should maintain
receipt if he wants to avail the warranty
benefit.
PENDING
Solution shall be ready for validation by
ITPC before 15th April'10. Same shall be
deployed before 25th April'10.
PENDING
SE Available. At NW by 10-may(TCS ltr dt.
15-4)
UW09
UW03
BROADBAND OVER PCO
CLOSED
There is no provision to book

Broadband on PCO customers and no
provision to do any activity if
Broadband is already working.
SE and NW available.
DISPLAY OF IPDRs (Broadband

usage details) IN CRM FOR
PENDING
Page 17
COMPLAINT HANDLING
Last 3 months
SE Available. Implemented in NW
Validation pending
Provision for NIB person to check the

usage of BB from NIB portal of any
customer if any complaint of high
usage arises as session/event wise
detail is still not available on
http://selfcare.ndc.bsnl.co
BROADBAND CHANGE FROM P2 TO
P3
CLOSED
BB provision is not being cancelled

from clarity even after halt reason it
getting created and showing in CRM
as BB provided.
CLOSED
There is no provision to get the report

DSLAM wise (Capacity / loading).
PENDING
MH12
ABF shown in sub ledger is very high,

around 18 Crores. Whereas average
ABF is only around 12 Crores.
CLOSED Earlier info provided was

incorrect
UT
Cases booked in Clarity for BB

Provision showing as In Process with
System_NIB but not executing the
work order.
CLOSED
MP48
As per corporate office order 11145/2005-Comml/1 dtd 1.10.2008

modem rental charges are halved
after 24 months use but billing is
being done at full rate
CLOSED
JK18
7)Whenever a broadband customer

having Type-1 modem applies for
IPTV , the type01 modem has to be
replaced with type-II modem by
collecting difference amount of Rs.
600/- from the customer (The cost of
Type -I modem is Rs. 1000/- and
type-II modem is Rs. 1600/-) as per
corporate office letter No. 64-03-07Broadband dated9.9.2008. In such
CLOSED
UW04
UT
UW05
UW21
SE and NW available
So far as order has not crossed outdoor, it

can be cancelled.
This process will not be automatic and is

to be handled manually
Page 18
cases the system should raise a

demand note for difference amount of
Rs.600/- such scheme is not available
in the system.
TN18
TN12
UT
UT
V)Issues in respect of multiple IDs for

BB Subs.
Resolved in SE
BB USAGE & CALL DETAILS

BSNL OFFICER ACCESS FROM CRM
For viewing of IPDRs TCS shall enable the

solution by 25th April'10
Viewing of CDRs/IPDRs by Nodal

officers/WSC of SSA
This will be available from CRM
12)Problem in viewing
usage/summary details in PMS
Module( especially in CSCs, this
facility is required for the supply of
details to customers)
(12)Since this is the account based

brought-forward system, total payable
amount only is displayed in PMS. PMS is
designed to take any amount (not
necessarily the exact amount). Any amount
paid is adjusted against the oldest invoice
within the system. Duplicate bill counter
can issue the bill with minimum details such
as amount to be paid. To get the replica of
the actual bill, the customer can contact the
AO(TR) or any CSR having access to CRM.
The printout of the original bill available in
pdf format can be printed, provided the
counter or the AO has laser/inkjet printer.
Broadband usage detail is not coming

in the bill and Bill format is also not
proper i.e it is getting printed in three
pages which the same information can
be printed in one page causing
unnecessary wastage of stationary.
CLARITY PROVISIOING
OR18
Fault clear in Clarity but it shows in

the report file. Also so many other
exchange no. come to the different
exchanges.
RESOLVED
The reports on faults are refreshed
periodically every 2 hrs and hence there is
possibility to see different status between
the Clarity system and ER report.
However, if specific data is provided any
further issues can be investigated by Data
Page 19
Misc04
UT
UW01
In Clarity, Linemen & Exchanges of

other SSAs are also reflected while
selecting faults/NPC. The fault reports
in clarity are not proper, For example
NE field is not coming, linemen wise
sorting is not possible, & address is
not proper.
There is no provision to edit/update for

changing of Pillar port /ND/NE
center O&M team.

PENDING
In South and East Zones the reports are
getting sorted Lineman wise, and printing
is also possible.
However in North-West reports are getting
sorted date-wise. TCS is being asked to
examine the issue further and deploy the
solution as of South and East zone, by
22nd April'10
PENDING
Sh Meena, DGM, ITPC to confirm
procedure
MP58
There is no authorization to SSA for making

new NE blocks in clarity.
PENDING
JK20
9)In clarity module , we can change MDF

vertical number, NE etc. through circuit
design. But these changes are not getting
reflected in reports and attributes. Due to
this , the fault dockets continue to show
old vertical number eventhough it is
already change through circuit design.
??
OR07
FAULT HANDLING
BB fault booking for PT customer(W/o
BB)is not possible.It must be taken
care of urgently.
CLOSED
JK11
Cable fault group:- Separate cable

fault routing
Cable related JTO/SDE has to be get

added to all the workgroup to which he is
catering to by the SSA.
UE04
Faultdocket printing through clarity is

not available lineman wise instead it
is shorted on date wise under one
SDO. SDO should be able to print
fault docket of all line man in one go
with single step. NE field is missing in
fault docket .The formatting of docket
printing needs urgent review as it will
double the stationary consumption
PENDING
Landline complaints are going to some

of Commercial Officers's inbox though
they are not the nodal officer.
CLOSED
MH10
under discussion with ITPC
Landline complaint of category "Others"

goes to commercial officer because
manual intervention in such cases is
Page 20
required.
MP41
TN19
If customer fault order is pending in

clarity and meantime customer get
his telephone disconnected then we
can not close the docket from clarity
and it remained pending in that
workgroup account.
O&M ISSUE
vi) Booking of L.l. complaints (198)

thrugh SMS; Facility for 163 services.
Pending
To be handled case by case
REPORTS
MP21
82 - Closure Work Orders Reports is

not available
PENDING
MP29
CIC REPORT FOR RENT FREE

CONNECTION
PENDING
24.4.10-CRM has to initiate the process to
generate the list. The module is developed
and likely to be deployed in NWSE.
As per corporate order number 11012/2006-Comm dtd 06.10.2006

one rent free connection is to be
provided to all CICs but no such
report is available in CDR system to
identify CIC on the basis of average
revenue. Also there is no report to
know the customer who are now not
elligible for rent free connection but
availing this facility.
OR04
Obataining various reports like booking for

NTC /Fault /Plan Change /facility activation
etc.Report generation from
http://er.edc.bsnl.co.in for daily fault, new
provision,TRA Disc./Rec. etc. are not
available. Auto report generation is not
working in CDR.
JMT & LKW SSA- Many reports which
are to be sent to circle office and
corporate office are not generated in
the system. Further, the data in BI
reports is not being updated regularly.
CLOSED
Reports are available for NPC, Fault in ER. But
Plan change and Facility Activation are new
report requirements. ITPC to examine and
forward the requrirement to SI.
For daily fault, new provision,TRA Disc./Rec.,
reports are available for daily faults in Clarity,
New Provision in ER and Analytics and
DISC/Reconnection reports in ER.
Presently 88 reports are available and their
content is being published separately.
For taking care of the more reporting
requriement on Ad-HOC basis, it has been
decided to form one core group from BSNL side
at Hyderabad for South and East zone. TCS has
Page 21
given DB level training. 2 JTOs from DC- East to

get in touch with requriements to South BSNL's
report team.
Misc05
The Broadband Gross/net report and call

centre report are not correct.
Similar reporting core group is to be put in

place at Pune for NW zone by ITPC.
PENDING
BB Gross/Net report issues are already rectified.
Call Centre Report is being worked out by the
SI. The same is being generated manually by
them as of now and work on automation is
pending.
Report shall be available by 30th April'10.
UPE07
MH01
MH02
MH11
There is no validation/consistency
check in CRM in realtime due to which
the Workorders are held up in CRM
and does not reach CLARITY. The rate
of failure is very high. This needs to
be reviewed and till it is not CLOSED,
the admin level front end may be
provided to SSA to Cancel/Resubmit
the held up orders to avoid delay in
work execution. It has been observed
that in many cases, order reach
CLARITY on resubmission without any
change in inputted data
CLOSED
The reports taken from the CDR is not

matching with the actual number of
connections working in the exchange.
CLOSED
the data in the report section is not

getting updated on regular intervals.
CLOSED
Reports required by MIS section,

Commercial Officer(General) etc. are
not available in the report menu.
CLOSED
As demonstrated by increased use, the

system is working reliably. Specific
validation checks requested have been put
in place. Any new issues reported are also
being looked into.
Password with rights available to SSAs are
already given.
Request specific instances with report

names to be shared
Specific issues if any to be highlighted
Existing reports were already explained to

SSA. SSA has to make use of the reports
and build their specific requirements.
Presently 88 reports are available and
their content is also being published
separately.
Page 22
ITPC to examine and forward the new

requrirement to SI, if any.
TN23
KA
UT
USO REPORTS
CLOSED
For USO reports
In south Zone, ITPC team is generating

the report, GM ITPC of other 3 zones to
get in touch with GM ITPC of South zone
to share the logic and carry forward in
their zones.
TCS has been asked to include this in ER
Pending.
UT
UW07
CALL CENTRE REPORT
PENDING
2.126
In south Zone, ITPC team is

generating the report, GM ITPC of
other 3 zones to get in touch with GM
ITPC of South zone to share the logic
and carry forward in their zones.
Solution is deployed in South and East for

multiple PRIs. Solution in West and north
to be available by April'10 end.
MP19
Rep No.49 - Disconnection for

Nonpayment - SDO Wise (Temp DNP)
PENDING
KA12
No report on Sale Tax collected during

the month at a given date is available
PENDING
KA13
PMS-Online payments -Date Wise,

Counter Wise, Service Wise report is
not available.
User wise (not counter wise) report

available; this is sufficient. Service wise
not available
KA14
Report on closures such as Voluntary

closures, CLSNP are. not available.
Report on refunds rt.ised agalnst such
cases is also not available.
A list can be taken for the cases of refunds
There is still no provision to get the

Call Centre MIS report.
Report ready for validation
pending with the AO TR, by right clicking

the mouse point on My refund requests
available in CRM screen.
way ,
In the same
my write off Requests can also be
used.
AO Cash also can take a list of cases received for refund with split up of Cheques
Page 23
issued and Cheques not issued from the

CRM screen.
KA15
Report for VPT, RH DELe etc. for

subsidy claim are not available.
pending
KA19
Incorrect Enterprise reports -None of

the Enterprise Reports is giving
correct information as per GM{TRI
note. For ego Financial report for
Kodagu is shown as Outatanding
Balance 4235.96 Amount Billed For
3501.62 and Closing f Balance
7629.12 which is not at all correct.
Even though there are caeea finalized,
accounts refunded. statement is
showing as '0'. When out standing I
detailed list is verified for Hassan SSA
it is showing only Rs.178107.64
where as the o/s ported is Rs.I ,
99,49,397/
Billing reports are still under review;

Corrective action being taken.
KA22
Difficulty In getting reports for 1) BB

related activities, 2) recovery of CPEs
from closed BBsBBs and(3) reports for
the break up of rural/urban working
connections.
Pending.
MP24
85 - Call Center Activities Analysis
MP25
78 - Daily/Monthly DEL Analysis
MP26
Plan Change report
TN24
b)Reports on BB related activities like

daily creation, deletion, plan
conversions, disconnection and
reconnection, completion reports
daily, weekly, fort nightly, etc(SD
28082). The closing balance of Jan.
31st does not tally with 1st in case of
Vellore SSA.
Daily reports are now provided through

intermediate server and ITPC/HTD
development of web based reports. Most
of the reports are available; Closing
balance and opening balance differences
are now resolved
TN25
c)Reports on GOD (Games on

demand) (SD 31308).
Pending.
TN26
d)Requirement of generation of
Reports on SDCA wise or DE wise.
(SD29610). This is important because
Pending; should be resolved through

intermediate server solution.
Page 24
the issue is concerning to all SSAs and

Periodical reports are required to be
submitted by field units to all other
agencies such as Circle Office, BSNL
CO, TRAI, etc.
TN27
e)Requirements of reports on working

connection statement(SD30679)

TN28
f) Reports relating to Telecalling

facility by IVRS(SDE 30684)

TN29
g)Reports relating to recovery of CPEs

from closed BBs(SDE 30684)

TN30
h)Reports relating to the list of

completed work order alongwith
Telephone Number(SDE 30260).

OR13
UW12
OR17
TN03
JK03
JK09
BILLING & ACCOUNTING

Billing detalis could not be exported to
excel sheet as no provision is there.
BILL PRINT EXCHANGEWISE
Exchange wise bill printing is required
instead of account wise.
Account hierarchy with total or no

redirection
Duplicate bills shows the current
outstanding only.
3)Non-availability of component-wise
details in duplicate bills.
Compulsory charging of VAT @ 4%: It is

observed that the CDR system levies VAT@
4% on sale value of accessories. Since VAT
is not charged in J&K state, therefore the
CDR system should allow to set the VAT
rate at 0%.
SECURITY DEPOSIT REFUND
Refund of security deposit for closed
telephone connections:- We observe that
The same can be copied by selecting the table

and copy into clipboard and then pasted into
excel
This is a complex issue to be discussed. Urban
and Rural requirements are not same. There is
provision on 2 digit beat code that can be used
in Urban areas in addition to PIN Code. In Rural
areas localitywise bills need to be grouped
exchangewise. However, there is no provision
to recognize exch codes in CDR.
PENDING
SE available. At NW by 30-May (TCS ltr 15.4)
CLOSED
Duplicate bills are for facilitating payments to
the customer. It contains the account balance
to be paid by the customer. The details of
charges if required by the customer can be
obtained from WSC or CSR can download it and
print on laser printer.
PENDING
To be deliberated by ITPC, IT.CFA with
corproate finance wing. Issue is under
examination.
To be settled by the SSA in Source System.
Migration related issue.
Refunds must be given in source system. Once
Page 25
UW10
TN11
UT
Misc12
the closed telephone numbers for which

an account is settled and an amount has to be
accounts were finalized but not
refunded, then that account must not be
paid/settled in Dotsoft system dont
migrated. Accounting impact to be studied.
appear in CDR billing system. The details of
these Telephone connections had been
made available to M/s TCS at the time of
migration through Dotsoft dump. This data
of 17,000 telephone connections is yet to
be migrated to CDR billing system. These
cases should be migrated to CDR system so
that we are able to effect refunds for these
closed telephone connections through CDR
system
Security Deposits of the existing customers
have not been posted in the system
causing inability to refund/adjustment etc.
SUBLEDGER
PENDING
SSAs have been pointing out

discrepancies in SLR generated,
generation of Sub Ledger reports is
delayed, Opening Balances are still
untallied & un reconciled
The logic employed for generating SLR

reports in North and west was incoreect.
The same is now informed to TCS and is
expected to get rectified by 10-42010.After correction of logic revised SLR
reports will be given to SSAs for
verification.
Misc17
The review of rating reject errors has

revealed very high number of RGuide
cases pending in all the four SSAs
gone live . TCS Migration team to help
SSA teams to resolve these cases
Work is in progress in a continuous

manner.
Most of the rejections are because the
migration guidelines are not being
adhered to by the SSA e.g. ISD
reconciliation between Switch &
Commercial Systems
JK
Non creation of new ES-customer and

non additions/deletion of child
customers from existing group
customers
Solution to be achinved through ES and

shall be deployed by 27th April'10
The present frequency of rating reject

errors is twice in month: Around 19th
& around 6th of next month. This
should be done at least weekly.
Information regarding rejected CDR will

be given to SSA on 11, 21 and 1 for the
initial 2 months of migration.
After that, the same will be sent on 16th &
2nd.
Misc25
Misc26
Once the SSA stabilizes (i.e 4-5 bills), it

will be sent to SSA once a month for
Page 26
feedback.
Misc28
Mediation portal at North zone to be

operational on line of South zone
Mediation portal Implemented in South

and East.
For North and West also SI for the time
being shall implement the same on the
earmarked hardware of South zone by 7th
April'10. ITPC can later review the
hardware availablity for North and West
zone depending on the load.
Misc29
Online Portal payment option not

operational
RESOLVED
KA23
Payment through BSNL

Portal:Individual/ Group customers
are not able to pay through portal.
Many group customers prefer to pay
through portal; at a centralized
location, which was possible in
DOTSOFT. Now they have to pay at
the SSA counters/post offices etc.
leading to customer dissatiafaction.
24-apr: Onlne payment through BSNL

Customer Care Portal is now available for
all CDR migrated SSAs in 4 zones (in
addition to existing DOTSOFT SSAs). All
migrated SSAs should give publicity.
Payment through CDR system's WSC
(Web Self Care) portal is currently not
enabled due to BSNL internal reasons.
Finance wing of corporate office is in
discussion with BillDesk.
An alternative solution has been
implemented in South zone. Will be
operational for rest 3 zones in April (March
usage bill). Customers of migrated
DOTSOFT already registered to Portal will
be able to make payments in all zones.
Customers of non-DOTSOFT SSAs will
have to register to Portal and will be able
to make payment after 24 hrs. Non
DOTSOFT SSAs have to give publicity to
avail this facility.
Misc24
Non -billing of ES customers:

Jammu
No of Group Customers: 80
No of child accounts: 851
Out of these 48 Group customers
have child account payments.
LKW
No of Group Customers: 23
Majority of the Group customers are

Page 27
paying at child level

DDN
No of Group Customers migrated to
ES: 7
Out of 12 Group customers, only 7
Groups were enrolled in ES.
MRT- No Group customer in ES
Misc25
Non creation of new ES-customer and

non additions/deletion of child
customers from existing group
customers

2.87
PCO BILL
PCO bills as generated cannot be sent
and manual bill will need to be
generated to overcome the
deficiencies. The issues pointed out
should be sorted out in the next week
if the same issue is not to repeat at
Hasan.
PCO bills are generated through CDR

system only. TCS has agreed to issue PCO
bills with defined rates for various slabs as
applicable for PCOS from April 10
onwards. Also TCS has agreed not to
display discount on summary as well as
details page of PCO bills according to
directions of Corporate Office Finance.
This matter has been already intimated to
GM Fin CFA though letter dated 18-32010.
KA02
GROUP BILL
PENDING
UW17
Group Billing has not taken place from

the New System. This will be more
serious issue in Hasan and needs to
be sorted out in aweek.
Existing workaround solution for handling

group bills has been deployed. The same
would continue to exist till Jun-10.
Meanwhile a new customized alternate
approach solution outside the billing
application is being worked upon. This
alternate solution validation and
deployment is likely to take two months of
time.
KA04
PT BILL
CLOSED
PT Bills:Fixed Monthly Charges: PT

Bills are prepared showing the
minimum guarantee as fixed monthly
charges. The same is again shown in
the bills, as discount. There is no
concept of fixed monyhly charges in
Issue has been discussed at ITPC level.

April month bills shall be issued as per
that.
Page 28
respect of PCOs.
KA05
Usage Charge: Instead of showing

only the call charges @ the Defined
Rate of Rs. 0.635 in the bill, the sum
of both call charges (calculated @ the
Defined Rate of Rs.0.635) the
discount @30% on the call charges
are shown inh the bill as Usage
charges wrongly. This is in
contravention of the BSNL HQ circular
No.10023/03/2006/taxation.BSNL235/235,
Dt23.04.09. All the SSAs in this circle
had already received Show Cause
Notices(SCN) from Service Tax
authorities, demanding short
remittance of huge amount towards
service tax, interest and even penalty
against the PCO bills issued correctly
under PCO business plan , showing
only call charges at the defined rate of
Rs.
RESOLVED
Text modified to exclude discount word.

0.625, as per corporate office letter
23.04.2009cited above. These SCNs
are at various stages of Appeal fied
before the Commissioner of central
Excise/Appellate tribunal.
KA06
KA07
LL Bills:All the calls were charged at

the highest slab rate of Rs.1.2 per
call, instead of at the prescibed slab
rate and the difference is shown as
discount .it is noticed thet in some
cases(test checked), the discount
calculation varies from customer to
customer for the same plan. Cases
were broght to the notice of M/s TCS
and the core Group ITPC Hydrabad
but the issues are not resolved so far.
CLOSED
1)Verification of Bills: As far as

monthly and bimonthly bills are
concerned, pdf files only of the
TCS has been asked to do proforma bills

and give the data in excel format or as
Discussed with ITPC and concluded that

there are no changes required
Discount calculation variation issue is still
pending with TCS.
Page 29
proforma bills wre suppied for

verification. These pdf files contains
more than 35000 records and it is not
at all humanly possible to verify all of
them for their correctness. Only
random check has been done.
data dump for easy verification.
KA07
* To compare the revenue figures of

these bills issued with that of the
previous month in Dotsoft, no report/
data is supplied. Request for supply
of proforma bill summary has been
sent to ITPC, Hydrabad but there is
no response till now.
ITPC team has been given comprehensive

training on all billing modules and the
required details can be extracted for
verification in the required format
KA09
* No mechanism is available for

verification of bills not issued.
Status is being shared with all the details

SSA wise with all the stakeholders
TCS has been asked to do proforma bills

and give the data in excel format or as
data dump for easy verification.
A report on unbilled accounts should be

made available in billing reports section in
ER; A CR is yet to be rasied. Right now
the info is being shared through excel
sheets.
KA11
The bills dated 2.02.2010 for PTs and

05.02.2010(monthly),06.02.2010(Bim
onthly)of Kodagu SSA are not
released for the above reason. If
these bills are issued without
correcting them on the above points,
we may have to face furious
customers . In the present scenario,
many customers simply leave their
phones discnnected, without paying
the bills and migrate to other
operators.
All KA SSAs bills are delivered
MP39
Debit / Credit adjustments made in

billing account of customers is not
shown immediately. Any adjustments
made should be shown then and there
so that duplicate adjustments are
avoided.
Debit/Credit is made through CRM, goes

to billing system and this info is made
available in CRM after 24 hrs
MP59
Once a subscriber cheque is

dishonoured THEN CUSTOMER should
not be allowed to make payment by
cheque Presently customer is making
CLOSED
As per BSNL CO order, if cheque is

dishonoured then penalty is to be
Page 30
MP60
MP61
payment by cheque multiple times

and continuosly cheques are getting
dishonoured but every time his
number get restored.second time.
charged.
If customer make part payment and

credit is given to customer of the
remaining amount, even then this
credit amount is not taken into
consideration and customer number
gets disconnected in dunning process.
CLOSED
If a bi-monthly customer takes

Broadband service , automatically his
billing cycle should be shifted to
monthly and Presently even customer
avail Broadband facility he continue to
remain in Bi-Monthly bill cycle.viceversa.
PENDING
Solution: Instead of using credit and part

payment, CSR has has to use REFINANCE
option
Feature available in SE and to be done in

NW
KA17
Bill summary after issue of bills is not

available. Bill summary was requested
at pre bill stage itself for verification
of the figures
KA18
Issue of Bimonthly bills: Bi-monthly

billl;1 l:"sued In Kodagu & Hassan
with discrepancies like free
call discounts OYT rebate on rental etc
and bills were issued after a delay of
15
-30 days.
CLOSED
KA20
Credit entry is not possible in CDR.

The list of entries had to be.given to
M/s.TCS for making the credit entries.
It is difficult to watch the credits in
next bill. Credit entry option is to be
made available to AOTR.
Not available
As of now direct off-line Credit entry is not

possible in CDR. But for all invoices including paid invoices which have been migrated
to CDR, adjustment can be given to the extent of the amount billed which results in
giving credit to the customer.
RA14
12)Payment of GSM & WLL is received

under head of GSM. Subledger of GSM
Not to be done in CDR system. CDR is

only accepting payment. Billing and
Page 31
& WLL is to be prepared separately &

payment report is separately required.
This is not implemented in CDR
system.
accounting is in GSM.
TN04
4)Usage charges are added to the

monthly minimum guarantee for PCO/
PT bills.
CLOSED
TN08
8)Phonogram details are entered in

CRM Modules in both SSAs. Billing is
to be done.
Billing done for all such phonograms
TN09
9)Possibility of extracting details

directly from WTMS (maintained by
kerala Circle) to be explored, in
respect of phonogram charges.
Under progress.
UT
CIRCLE SPECIFIC PLANS

Few Schemes, Spl plans for
Army/Syndicate Bank/Hughes etc
issued from BSNL HQ/Other Circles are
not incorporated in the CDR System
timely.
OR11
Misc03
RA17
BILLING COMPLAINTS
For the the Node-incharge: to comply with
billing complaints of CDR customers, it is
not getting possible to extract the billing
data along with VLAN and MAC as possible
in P3
No mention of telephone number on first
page of bill in BB cases
The connections closed under non

payment (after 3 months) are not being
restored in the new system . In the revised
PENDING
Circle specific plans approved by BSNL CO
are being incorporated. During migration
SSA/ITPC/TCS to ensure that all such
plans are migrated.
Solution shall be ready for validation by ITPC

before 15th April'10. Same shall be deployed
before 25th April'10.
In case of only landline, telephone number is
getting printed on the front page of the bill, but
in case of multiple services to a customer
account, telephone number is getting printed
on the respective service details pages in the bill
itself.
Therefore for Landline Plus Broadband,
telephone number is coming on second page. SI
of CDR Project is being requested to examine
the issue for printing of telephone number on
the front page in case of single Landline and
Broadband.
To be merged
Page 32
OR08
OR12
procedure ,in case of closure ,a new NTC

form need to be filled up and A/N etc. are
to be created.
PAYMENT MANAGEMENT
RECEIPT SIZE
Online counter receipt size is large. Small
size receipt size-as in Dotsoft has been
suggested.This is Very much required as
the counters are handing Dotsoft(for
CDMA) and CDR.
In PMS balance amount to be returned to
the customer-if he has tendered in amount
more than the the invoice amount is to be
shown on the screen at the time of printing
of receipt. These faciliatates quicker
disposal of customer and accurate
acounting of cash. It may please be looked
into.
CLOSED
Instructions in respect of standardization of
format and size of receipt has been issued from
CFA-IT corporate office. Circles/SSAs to follow
the same.
CLOSED
In CDR, the customer has provision to pay more
or less than the invoiced amount. Therefore,
the system can not judge the change to be
returned unless the cashier enters both the
amounts (amount intended to be paid by the
customer and amount given by the customer)
leading to more cumbersome actions.
Requirement is not necessary and hence not
considered for deployment .
Misc11
RA16
KA25
BAR CODE READER
CLOSED
Bar code reader working in SSAs not

able to read the Bar code of CDR
system
Issue resolved. Barcode reading has been

tested successfully
Delayed updation of bill payment for

mobile customers in CDR.
CLOSED in CDR
5)Problems in viewing usage/ summary

details on PMS module:(a) Finalization of
Accounts on closure, adjustments of
broadband deposits on withdrawl of
broadband are getting delayed and the
ACCOUNTS Officer are facing a lot of
difficulty in apprising the customers.(b) Bill
summary after issue of bills is not available.
Bill summary was requested at pre bill
stage itself for verification of the figures.(c)
Issue of Bimonthly bills: Bi- Monthly bills
were issued in kodagu& Hassan with
discrepancies like free call discounts OYT
rebate on rental etc and bills were issued
after a delay of 15-30 days.(d) Incorrect
Enterprise reports- None of the Enterprise
(a) Finalization of Accounts on closure
To be coordinated with zonal CMTS for

faster payment updation
there is no issue in the process as

such but manual intervention is required. Or it waits till the customer is
billed in the next bill cycle due for the
customer when the final bill is prepared.

Page 33
reports is giving correct information as per

GM(TR) NOTE. For eg. Financial report for
kodagu is shown as Outstanding Balance
4235.96 Amount billed for 3501.62and
closing balance 7629.12 which is not at all
correct. E ven though there are cases
finalized, accounts refunded statemaent is
showing as 'O'. When outstanding detailed
list is verified for HASSAN SSA it is showing
only Rs. 178107.64 where as the o/s
reported is Rs. 1,99,49,397/-.
(e) Credit entry is not possible inCDR. The
list of entries had to be given to M/S. TCS
FOR MAKING THE CREDIT ENTRIES. IT IS
DIFFICULT TO WATCH THE CREDITS IN THE
NEXT BILL. Credit entry option is to be
made available to Aos TR.(f)
Implementation of wings package for
project Uddan.(g) Difficulty in getting
reports for (1) Broadband related activities
(2) reports relating to recovery of CPEs
from closed BBs and (3) reports for the
break up of rural/urban working
connections.

(b) Bills are issued.
(c) TCS has been asked to give proforma
bill information in excel sheet or data

dump so that SSA finds it easy to verify.
(d) Subledger reports are generated for all
the SSAs simultaneously
around 10th
of the month after the bill runs are

completed. There are limitations in
generating SLR SSA-wise since the
generation
happens
database-wise.
However, before each bill run care is

taken to get all the payments updated.
In the present case, revised sub-ledger
has
already
been
made
available
incorporating the payments. Already

separate SLR reports are available for
the service tax and surcharge showing
the payments received also. Billing reports are under verification.
(e)
As of now direct off-line Credit entry

is not possible in CDR. But for all invoices including paid invoices which
have been migrated to CDR, adjustment can be given to the extent of
the amount billed which results in
giving credit to the customer.
(f) Integration with Wings implemented.

(g) Pending. To be resolved through inter-
mediate server solution.

Page 34
TN13
13)No possibility/difficulties in adjusting

the deposit on BB facility is withdrawn.

TN14
OR14
OR15
i) Provision of BBOVPN & REMOTE Login

access by Franchisees.
WEB SELF CARE
This site(may be webselfcare as ITPC/Kol
understanding) is not opening from P2
network. Customers should have liberty to
check from any network.
In selfcare-only transaction date and the
time is being shown. It should be"from
tme" to "to time".
Work under progress by ITPC.
CLOSED
Issue of not openin
g a web-site is not related to CDR system. Circle
to take up with the concerned group.
PENDING
before 23rd April'10. Same shall be deployed
PENDING
before 15th April'10. Same shall be deployed
OR16
Portal ID and password information for

customers added after CDR implemented
are not available with customers.
Previously P3 portal, VLAN and the MAC
address of the user,sessionwise was
available. So from that Data we are able to
know if any misuse is there.
UPE06
The Web-self-care portal is not

opening through internet due to which
subscribers are not able to register
and use the facilities available through
the portal like broadband usage and
duplicate bill
CLOSED
Self care website is not available most

of the time for the customer.
CLOSED
Many customer are unable to do
RESOLVED
AP01
AP02
The WSC is accessible via internet. ITPC is

monitoring 4 WSCs regularly.
This problem requires more elaboration
with instances.
Apart from the planned outage time

(migration activties, deployments etc) the
WSC application is available.
There is an automatic alert mechanism in
place to intimate whenever the application
is down and immediate action is taken.
Any specific instances, request to share.
Page 35
registration and could not get BB

uasage details.(The error they get is
"Server you are trying to access is
either busy or experiencing
difficulties. Please close the web
browser, open a new browser window
and try logging in again.")
MP30
Through web selfcare customer is allowed

to change his plan even for zero rental
plan. And plan change takes place
immediately without approval of
commecial officer.
AP03
BB USAGE DETAILS
CLOSED
BB usage displayed in self care

website is 48 hours old and not up to
date.
There was an issue because of which

there was delay in files processing in
Billing system from 8-March. Now the
issue is addressed and processing is upto-date. The BB usage details can be
viewed in WSC within 12 to 18 hours once
the IPDRs reaches CDR from NIB.
We have taken up with TCS to make the
delay < 24 hrs. Now it has improved.
AP04
AP07
UW11
BB USAGE DETAILS PORT & MAC
PENDING
The BB usage details format should

also contain other technical details
like port details with MAC address.
Solution shall be deployed by 22nd

April'10.
BB USAGE DETAILS
CLOSED
The Usage details as shown in Portal

are in many cases having some
difference from the details given in
the bills.This is causing Customer
dissatisfaction.
Source for both is same i.e, Billing. Please

share the specific cases , if any.
Need further investigation.
Broadband usage detail is not coming

in the bill and Bill format is also not
proper i.e it is getting printed in three
pages which the same information can
be printed in one page causing
Page 36
unnecessary wastage of stationary.
MP43
Misc06
MP35
Misc07
Misc10
Web-selfcare is not working on

Internet explorer 8 which is now
inbuilt in windows 7 supplied with all
new PCs.
IVRS & CALL CENTRE

CHANGED NUMBERS
There is no provision of automatic
reflection of change number after shifting
in DC-IVRS system
CHANGED NO & BILL ENQUIRY
Changed number and billing enquiry
system is not working. System treat
changed numbers which are changed
through indicator change order but If in
shifting number changes then it is not
being treated as changed number and new
number is not announced.
PAYMENT REMINDER
Payment reminder /intimation facility not
available
CALL CENTRE TRAFFIC ROUTING
Routing of call centre traffic for
different services is not CLI based
resulting in large consumption of PRIs
Misc02
OPERATIONS & MAINTENANCE

The issues raised through SM are long
pending.
PENDING
ITPC TO CHECK
This is available. To check in North zone by GM
ITPC.
CLOSED
This facility is available. ITPC to check in North
and East.
Large number of PRI are not required. The
requirement is of different DNIS from
different circles. Multiple DNIS can be
provided on the same PRI also, which will
help us in limiting the number of PRIs.
With different DNIS coming, system can
generate the report circle wise based on
the DNIS.
For information of all, a summary of tickets in

North Zone:
1. CRM [Raised: 2411, Resolved: 2279 - 94.53%,
Pending - 132 (12 are PUI)]
2. Clarity [Raised: 845, Resolved: 842 - 99.65%]
3. PMS [Raised: 30, Resolved: 30 - 100%]
Further, this includes only the logged issues.
There have been multiple instances when the
team has been contacted directly for issue
reolution on phone & Email. All such issues
have been resolved by the team on priority (as
asked by the said official of the SSA/ITPC). Also,
every SSA is supported for the first 2 weeks on
Page 37
phone, hence, a lot many such successful

resolutions go unnoticed.
Nevertheless, In SM docket, migraion related
issue shall also be made an additional category
and available by 10th April'10.
Every Circle is supposed to have a Nodal Team
to provide Level 1 support. Such teams are
being enabled with with proper rights and
training. It is expected majority of O&M issues
will be handled by this tream.
Misc18
Pending reconciliation between the

billed accounts in Jan/ Feb and
migrated customers accts in LKW,
DDN, JMT
It is an ongoing O&M process.
Misc19
UNBILLED ACCOUNTS
List has been shared with the SSA for

correction and update. SSA's to revert.
There is no migration issue here.
Unbilled accts due to migration issues

are apprx 400 in DDN, 1000 in JMT &
2400 in LKW SSA
Misc20
RECONCILIATION: CRM-BILLING
Pending Reconciliation of the CRM,
Billing, etc in the CDR system
Misc08
Provision of Admn password to SSA for

resolving day to day issues
This is being done as a post migration

Task.
Rights like reset password have been given.

L1 support from SSA level is to be enabled by
ITPC in consultation with Circle just like that
enabled in south zone already. See Above.
Methodology of this Document:

Issues come from migrated SSAs. They are entered in Circle Issues Post Migration.xls file. Each
Circle issue has an absolute number. These issues are entered in this file where the same issues are
converged. The remarks column indicates the current status of the issue.
CHANGE HISTORY:
V 1.0 Started from Document generated by IT-Cell, BSNL CO after HYD mtg on 01-02-apr10 on 122 issues. Issues are classified application wise by CGMIT.
V 1.1 Comments of GMF incorporated
V 1.2 Comments on Issue resolved from Prasad.
Page 38
V1.3- TCS Delta NW added. Broadband separated.

V1.4-Annexure B (VBS) incorporated. DDN Issues included.
V1.5-Comments by Ramchand on TN, KA issues and by Prasad on 24-apr release included
Page 39

CDR Project Feature Issue List-tks-V1 5

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CDR PROJECT LIST OF ISSUES RAISED BY SSAs & COMMENTS THEREOF

FEATURE RELATED ISSUES

REMARK and PRIORITY

In UDAAN software leading closing is

There is Continuous monitoring of progress

CDR PROJECT-FEATURE_ISSUE List-TKS-V1_5.doc

1. As an interim measure UDAAN

Order type for Disc.(deleted)and

CDR PROJECT-FEATURE_ISSUE List-TKS-V1_5.doc

uniform guidelines are yet to be issued

Order types for Shift - Disconnection and

SHIFT ON OUTDOOR FEASIBILTY

There is a separate plan configured for Sulabh

RCLNP showing as new telephone

Solution implemneted in South and East.

There is no procedure for shift with

ADDRESS CHANGE ON SHIFT

CDR PROJECT-FEATURE_ISSUE List-TKS-V1_5.doc

address is not allowing)

24)While making entry, it is not

Usage Code modification issue :

In CRM not able to change customer

CDR PROJECT-FEATURE_ISSUE List-TKS-V1_5.doc

This problem is coming as correct data is

available with the customer has been

providing CLIP phones to such customers

Correct Data has to be given by the SSA

CSR will resume that order as normal shift

Shifting of a connection from rural to

Particular surrender cases /faults

All respective commercial officers of the

Since the customer care can be

Accordingly SI has been instructed to

CDR PROJECT-FEATURE_ISSUE List-TKS-V1_5.doc

Correct data is to be given by the SSA.

combination tends to be unique, so

DDN SSA raised the issue of NONGENERATION OF REFUND ORDRS in

Process pending for writing off the

Finalization of Accounts on closure,

(a) Finalization of Accounts on closure there is no issue in the pro-

cess as such but manual intervention is required. Or it waits till the

true. However the customer can be advised

Most of the times, it has identified as a

Provision of SMS alerts not

CDR PROJECT-FEATURE_ISSUE List-TKS-V1_5.doc

BROADBAND USAGE ALERT

BB usage on SMS short code as

SMS alert on BB usage is already

Under discussion with GM Core Network.

Provision of Wimax in CDR

As per corporate decision, WiMAX is to be

While booking New Connection sub

Now sublocality is sorted

Since the customer care can be obtained

Fiber to The Home (FTTH) provision in

Exchange code should come before

5)There are still localities/sublocalities

CDR PROJECT-FEATURE_ISSUE List-TKS-V1_5.doc

Correct data is to be given by the SSA.

MULTI AREA SHIFT

There is no such issue. ITPC requries

Provision for booking of ISDN

This issue in now resolved as below: