DOCUMENTATION

FOR
CALL CENTER MANAGEMENT SYSTEM

An Overview:

To stay ahead in the business, an organization has to retain their

market position consistently. To succeed in any business, the continuous
renovation processes should be imbibed in the organization’s culture. This is
achieved by the implementation of latest technologies. In the competitive
world maintaining consistency & reducing time of work is an important key
to succeed. Further adaptability sits in the forefront of any success. We can
say technology drives the world.
So, my project helps an organization to achieve its goal. As the time
factor is crucial in any process, I tried to put all in a centralized automated
process. This optimizes the man-hour management. So, giving an edge in
business. The sole aim of my project is to throw the pen and paper into
dustbin and solve the problem by 1 and 0.
I took the help of latest technology to solve this problem. So, I choose
Asp.Net as my base language with .Net technology. As I want to put every
single document in an interactive mode linking with every department of call
center, I choose web-based application in my project and Microsoft
Technology (IIS) serves the purpose best.
The project was carried out at Call center. The call center management
system deals with management of call center. This system is user-friendly
and flexible to maintain with minimum data entry and availability of
information on request with response in seconds. My project will be a web
based interactive project.
 As businesses continue to grow, so will the need for sophisticated
systems for communicating with customers. Call center software helps
businesses handle all of their communication needs. Today's call center is
fully integrated with existing other contact points including web, email,
voicemail, etc.
Today’s call centers focus more time and attention on knowing
their customers and cultivating relationships to improve customer
satisfaction maximize revenue and increase overall profitability. Call
center software helps companies meet the high demands of customer
relations by providing a service that manages all of their communication
products in one easy location.

Validation Rules
 Type of user must be selected from the user type
 User name and passwords should not be empty
 A session would be maintained for all the users including
administrator with their login details from the login page to
the sign out page.

The VB Script in the Front-End is powered by Back-End ASP

Server Pages, which captures the requests from the Front-End and

fires appropriate responses. The ASP on the server side with the
help of appropriate drivers establishes with the Database and

performs the requisite functions.

The site is developed using .NET Technology developed by

Microsoft. Active Server Pages and Internet Information Services

on Windows Server Edition 2000 are used for the Server Side

Programming. SQL Server, the powerful Database Management

System manages the repository of Stock, Production, Supplier,

customer details, human resources and other permanent

information.

. SYSTEM SPECIFICATION

 Hardware Specifications:

Description Minimum Recommended

System type PC With 1GHz PC With 1GHz

RAM 256MB 512 MB
Cache 256 KB 512 KB
Storage 80 GB 120 GB
User Interface Key Board Compatible keyboard,

mouse
Output media Printer, Scanner Printer (For Reports)
  Software Specifications:

OS Software Application Database Server

Server
Windows 2000 Ms. Visual Studio Ms IIS MS SQL Server

Server Edition .net 2003 2000

 FEATURES OF SOFTWARE

About .NET Framework

Introduction to .NET

Visual Studio .NET is a complete set of development tools

for building ASP Web applications, XML Web services, desktop

applications, and mobile applications. Visual Basic .NET, Visual

C++ .NET, and Visual C# .NET

All use the same integrated development environment (IDE), which allows them to share

tools and facilitates in the creation of mixed-language solutions.

Description Minimum Recommended
Processor PC with a Pentium II-class Pentium III-class, 600MHz

processor, 450 MHz

RAM Windows NT 4.0 Server- 192 MB for NT 4.0 Server

160 MB 256 MB for 2000 Server

Windows 2000 Server - 128 MB for Professional

192 MB

Windows 2000 Prof-96MB

Cache 256 KB 512 KB
Storage 4 GB 40 GB or more

(Convenient for Backup)

Disk Drive Floppy or CD-RW Floppy or CD-RW

(Back up purpose) (Back up purpose)

Display 14’’ VGA 14’’ SVGA
User Interface Key Board Compatible keyboard and

mouse
Output media Printer Printer (For reports)
In addition, these languages leverage the functionality of the .NET

Framework, which provides access to key technologies that simplify the

development of ASP Web applications and XML Web services.

.
 Clients Applications

Web Form Web Service

.NET Framework

Windows

.NET
The Internal Third-Party .NET Enterprise
Foundation
Web Service Web Services Servers
Web Services

Visual Studio .NET Highlights

This section contains information about some of the latest features

available in this release of Visual Studio.

Language Enhancements

Microsoft Visual Basic, Microsoft C++, and Microsoft JScript

have all been updated to meet the development needs. Additionally, a
new language, Microsoft C#, has been introduced. These languages
leverage the functionality of the .NET Framework, which provides
access to key technologies that simplify the development of ASP Web
applications and XML Web services.
Visual Basic

Visual Basic has been updated to include many new and improved

language features that make it a powerful object-oriented programming

language. These features include inheritance, interfaces, and overloading,

among others. Visual Basic also now supports structured exception handling,

and custom attributes.

C#

Visual C#, pronounced C sharp, is a new object-oriented

programming language that is an evolution of C and C++, providing a

simple and type-safe language for developing applications.

C++

Managed Extensions for C++ and attributed programming are just

some of the enhancements made to the C++ language. Managed Extensions

simplify the task of migrating existing C++ applications to the new .NET

Framework. Attributes, like C++ keywords, are used in the source files and

interpreted by the compiler.

JScript

JScript has been updated to be a class-based, object-oriented scripting

language that maintains full backwards compatibility. JScript now provides

class-based objects, typed variables, true compiled code, and cross-language

support through Common Language Specification (CLS) compliance. The

primary role of JScript is development of Web sites with ASP.NET and

customization of applications with Script for the .NET Framework.

Web Forms

Web Forms are an ASP.NET technology that are use to create

programmable Web pages. Web Forms render themselves as browser-

compatible HTML and script, which allows any browser on any platform to

view the pages. Using Web Forms, we can create Web pages by dragging

and dropping controls onto the designer and then adding code, similar to the

way that we create Visual Basic forms.

Windows Forms

Windows Forms is the new platform for Microsoft Windows

application development, based on the .NET Framework. This framework

provides a clear, object-oriented, extensible set of classes that enables to

develop rich Windows applications.

XML Web Services

XML Web services are applications that can receive requests and data

using XML over HTTP. XML Web services are not tied to a particular

component technology or object-calling convention and can therefore be

accessed by any language, component model, or operating system. In Visual

Studio .NET, we can quickly create and include XML Web services using

Visual Basic, Visual C#, JScript, Managed Extensions for C++, or ATL

Server.

XML Support

Extensible Markup Language (XML) provides a method for

describing structured data. XML is a subset of SGML that is optimized for

delivery over the Web. The World Wide Web Consortium (W3C) defines

XML standards so that structured data will be uniform and independent of

applications. Visual Studio .NET fully supports XML, providing the XML

Designer to make it easier to edit XML and create XML schemas.

The .NET Framework

The .NET Framework is a multi-language environment for building,

deploying, and running XML Web services and applications. It consists of

three main parts:

VB C++ C# JScript …

Common Language Specification

ASP.NET, Web Services Windows

Visual
Studio
And Web Forms Forms

.NET
ADO.NET: Data and XML

.NET Framework Base Classes

Common Language Runtime

Common Language Runtime

Despite its name, the runtime actually has a role in both a component's

runtime and development time experiences. While the component is running,

the runtime is responsible for managing memory allocation, starting up and

stopping threads and processes, and enforcing security policy, as well as

satisfying any dependencies that the component might have on other

components.

Source
Source Code
Code Compile Assembly
Assembly

Compile
C++, C#, for any.NET r DLL or EXE
language Csc.exe or vbc.exe

Common Language Runtime Compilation

Unified programming classes

The framework provides developers with a unified, object-oriented,

hierarchical, and extensible set of class libraries (APIs). Currently, C++

developers use the Microsoft Foundation Classes and Java developers use

the Windows Foundation Classes. The framework unifies these disparate

models and gives Visual Basic and JScript programmers access to class

libraries as well.
ASP.NET

ASP.NET builds on the programming classes of the .NET Framework,

providing a Web application model with a set of controls and infrastructure

that make it simple to build ASP Web applications. ASP.NET includes a set

of controls that encapsulate common HTML user interface elements, such as

text boxes and drop-down menus. These controls run on the Web server,

however, and push their user interface as HTML to the browser.

ADO.NET

To move data between a data store and the application, we must first

have a connection to the data store. In ADO.NET it is able create and

manage a connection using one of two connection objects:

SqlConnection - an object that manages a connection to a SQL Server

version 7.0 or later.

OleDbConnection - an object that manages a connection to any data store

accessible via OLE DB.

The SqlConnection object is optimized for use with SQL Server 7.0 or

later by (among other things) bypassing the OLE DB layer. The

OleDbConnection object interacts with OLE DB to expose a consistent API

for a variety of data sources — everything from simple text files to

spreadsheets and, of course, full-featured databases.

Connection Strings

Both types of connection objects expose roughly the same members.

However, the specific members available with a given OleDbConnection

object depend on what data source it is connected to; not all data sources

support all members of the OleDbConnection class. The primary property

associated with a connection object is the Connection String property. A

typical Connection String property might look like the following:

Provider = SQLOLEDB.1; DataSource = MySQLServer;

Initial Catalog = NORTHWIND; Integrated Security=SSPI.

The most common attribute/value pairs used by OLE DB are also

represented separately by an individual property, such as DataSource and

Database (and, optionally, UserId, and Password). When working with a

connection object, we can either set the ConnectionString property as a

single string, or can set individual connection properties. (If the data source

requires connection-string values that are not represented by individual

properties, then we must set the ConnectionString property.) Alternatively,

we can also set the ConnectionString property to the path of a Microsoft

Data Link (.udl) file.

Opening and Closing Connections

The two primary methods for connections are Open and Close. The

Open method uses the information in the ConnectionString property to

contact the data source and establish an open connection. The Close method

shuts the connection down. Closing connections is essential, because most

data sources support only a limited number of open connections, and open

connections take up valuable system resources.

Methods such as Fill only open and close the connection

automatically if it is not already open. If the connection is open, the methods

use it but do not close it. This gives the flexibility to open and close data

commands. In that case, it is inefficient to have each adapter open and close

the connection when we call its Fill method. Instead of opening the

connection, call the Fill method of each adapter, and then close the

connection.
Pooling Connections

Applications often have different users performing the same type of

database access. For example, in ASP.NET Web applications many users

might be querying the same database to get the same data. In those cases, the

performance of the application can be enhanced by having the application

share, or "pool," connections to the data source. The overhead of having

each user open and close a separate connection can otherwise have an

adverse effect on application performance.

While using the OleDbConnection class, connection pooling is

handled automatically by the provider, so there is no need to manage it.

While using the SqlConnection class, connection pooling is managed

implicitly, but also provides options that allow managing pooling.

Transactions

Connection objects support transactions with a BeginTransaction

method that creates a transaction object (an OleDbTransaction or

SqlTransaction object). The transaction object in turn supports methods that

allow committing or rolling back the transactions.

3.3.2 Technologies used:

.NET

What Is .NET?

.NET is the Microsoft Web services strategy to connect information,

people, systems, and devices through software. Integrated across the

Microsoft platform, .NET technology provides the ability to quickly build,

deploy, manage, and use connected, security-enhanced solutions with Web

services. .NET-connected solutions enable businesses to integrate their

systems more rapidly and in a more agile manner and help them realize the

promise of information anytime, anywhere, on any device.

The Microsoft platform includes everything a business needs to

develop and deploy a Web service-connected IT architecture: servers to host

Web services, development tools to create them, applications to use them,

and a worldwide network of more than 35,000 Microsoft Certified Partner

organizations to provide any help you need.

What Are Web Services?

If you ask a developer what Web services are, you'll hear something

like, "self-describing software modules, semantically encapsulating discrete

functionality, wrapped in and accessible via standard Internet

communication protocols like XML and SOAP."

But if you ask a business leader who has implemented Web service-

based solutions, you'll get a different kind of answer. You'll hear that Web

services are an approach that helps the business connect with its customers,

partners, and employees. They enable the business to extend existing

services to new customers. They help the business work more efficiently

with its partners and suppliers. They unlock information so it can flow to

every employee who needs it. They reduce development time and expense

for new projects. You'll hear less about what Web services are and more

about what they enable the business to do.

Benefits of Web Services

By enabling applications to share data across different hardware

platforms and operating systems, Web services provide many benefits,

including:

• Opening the door to new business opportunities by making it easy to

connect with partners.

• Delivering dramatically more personal, integrated experiences to users

through the new breed of smart devices—including PCs.

• Saving time and money by cutting development time.
• Increasing revenue streams by enabling businesses to easily make their

own Web services available to others.

Connecting Applications Through Web Services

Web services are revolutionizing how applications talk to other

applications—or, more broadly, how computers talk to other computers—by

providing a universal data format that lets data be easily adapted or

transformed. Based on XML, the universal language of Internet data

exchange, Web services can communicate across platforms and operating

systems, regardless of the programming language in which the applications

are written.

Each Web service is a discrete unit of code that handles a limited set

of tasks. However, although Web services remain independent of each other,

they can loosely link themselves into a collaborating group that performs a

particular task.

Back-end used:

Database is a major concern in a customer support tool

application.Hence, made a detailed study to find the most suitable databases

for the project. The result was MSSQL Server7.0.

With a Windows NT server computer and ODBC, we can connect to any

database system that runs under windows NT. The three common examples

are SQL Server, Oracle and Access. The MSSQL Server is a wizard based

Database Management System developed by Microsoft. This is used to work

only with application developed using Windows operating System.The

creation of tables is much easier than Oracle8i.

This MSSQL Server allows the user to specify the database that contains:

* Tables *Diagrams *Views

Tables allows the user to create the table in a design view where he has to

specify the attribute name, type, size, allow nulls or not.

Diagrams allow the user to specify the foreign key constraints & also to

place the relationship between the two tables.

The user can insert the data into the tables both at design time and

through application programs. The user enters data into tables using open

table option and returns all rows.

The MSSQL Server’s Enterprise manager helps us to create and

maintain tables of data.

WEB SERVER USED IN THIS PROJECT

The web server used in this project is IIS. Microsoft develops this IIS

web server. This web server is mainly used for stand-alone systems. This

web server is used to test or validate of education projects.

 Database Structure

Table 1:

Name Data type Size Null

Com_No numeric 9 0

Cust_Id varchar 10 1

Email_Id varchar 30 1

Subject varchar 30 1

comments varchar 8000 1

Sen_date varchar 10 1

Table 2:

Name Data type Size Null

comno char 10 1

Table 3:
Name Data type Size Null

Com_No varchar 10 0

Cust_Id varchar 10 1

Cust_Name varchar 20 1

Phone_No varchar 15 1

Email_Id varchar 25 1

Prod_Id varchar 10 1

Prod_Name varchar 30 1

Com_Date varchar 11 1

Solved varchar 4 1

complaint varchar 5000 1

elpdate varchar 11 1

War_period_left varchar 15 1

CD datetime 8 1

Table 4:

Name Data type Size Null

username char 10 1
 Table 5:

Name Data type Size Null

Custr_Id varchar 15 0

Cust_Name varchar 18 1

Address varchar 40 1

Phone_No varchar 15 1

Email_Id varchar 25 1

Product_Id varchar 10 1

Quantity numeric 9 1

Amount float 8 1

Date_Of_Purchase varchar 11 1

Table 6:

Name Data type Size Null

Dept_Id char 10 0

Department varchar 25 1

Table 7:

Name Data type Size Null

Emp_Id varchar 10 0
Emp_Name varchar 18 1

Address varchar 35 1

Gender varchar 10 1

Date_Of_Birth varchar 50 1

Dept_Id varchar 20 1

Department varchar 20 1

Salary float 8 1

Shift varchar 10 1

Date_Of_join varchar 50 1

Password char 10 1

Table 8:

Name Data type Size Null

Mail_No numeric 9 0

Cust_id varchar 10 1

Prod_Id varchar 10 1

Subject varchar 25 1

Complaint varchar 8000 1

Mail_Date varchar 11 1

Table 9:

Name Data type Size Null

Prod_Id varchar 15 0

Prod_Name varchar 25 1

Price float 8 1

Warranty varchar 15 1

Table 10:

Name Data type Size Null

Sender varchar 25 1

Receiver varchar 25 1

Subject varchar 25 1

Body varchar 5000 1

Count1 numeric 9 0

Rep_date varchar 11 1

Table 11:
Name Data type Size Null

Shift char 10 1

emp_id char 10 1

Table 12:

Name Data type Size Null

Cust_id varchar 10 0

User_Name varchar 15 1

Password varchar 12 1

First_Name varchar 15 1

Last_Name varchar 15 1

Address varchar 30 1

Gender varchar 8 1

Age int 4 1

Email_id varchar 25 1

Phone_No varchar 15 1
Hardware Requirements
Development hardware
Processor : Pentium III 800 MHz
Memory size : 128 MB RAM
Storage : 20 GB Hard Disk
1.44 MB - 3.5” Floppy Disk
Display : EGA/VGA Color Monitor
600 x 800 Pixels Resolution
High Color (16 Bit)
Key Board : Any with minimum required keys

Mouse : Any

Software Requirements
Operating System : Windows 2k family.
Front-End Tool : Visual Basic . Net
Back-End Tool : Sql Server 2000
 TESTING SYNOPSIS

Call Center Management System

Module 1: Employee
Page Name
EmpLog Employee id Minimum 5 Character and Maximum
15 Character
Password Minimum 5 Character and Maximum
10 Character
Out Put Valid id and Password
Empmain Home
Inbox
Compose
Customer
Complaints
Sign Out
Out Put After Click it must go the Respective
Page
Inbox View the Data
Compose From Employee Id who login
To Minimum 5 Character and Maximum
10 Character
Subject Maximum 20 Character
Body Maximum 150 Character
Out Put Your Mail has Send Successfully
Customer Customer Id Minimum 5 Character and Maximum
10 Character
Name Maximum 30 Character
Address Maximum 100 Character
Phone Format (91-080-12345678)
 Email_id Format (raj@yahoo.com)
Product id You Must Enter the id viewing the
Report
Product name Retrieve from the product
Warranty Retrieve from the product
Quantity Maximum 3 digits
Date_of_Purchase Select from Drop Down list
Price Retrieve from the product
Amount Retrieve from the product
To Select Custid To view the Existing Customer
Out Put Record Added
Complaints Complaint id Auto Generated.
Customer id Existing Customer id
Custname Read only
Phone Read only
Email id Read only
Product id Existing Product id
Product Name Read only
Warranty Read only
Purchase Date Format (dd/mm/yyyy)
Complaint Date Format (dd/mm/yyyy)
Solved Yes/No
Out Put Record Added
Complaints Complaints
Reports Solved
Complaints
Unsolved
Complaints
Date Format(dd/mm/yyyy)
Out Put You will get the Record of
Complaints
Sign Out Your Session will expire you have to login again…..
Module 2: Manager
Page Name
Manlog Manager id Minimum 5 Character and Maximum
15 Character
Password Minimum 5 Character and Maximum
10 Character
Out Put Valid id and Password
Manmain Home
Back
Comments
Add
Employee
Employee
Details
Shift Details
Sign Out
Out Put After Click it must go the Respective
Page
Comments You can view the Customer comments
Add Employee Employee id Maximum 10 Character
Employee Maximum 30 Character
Name
Address Maximum 100 Character
Gender Male or Female
DOB You have to select from the combo box
Department id You have to View the Report and Give
department id
Department From Department
 Salary Maximum 5 digits
Shift
Date of join You have to select from the combo box
To view Enter the Valid Employee id
Employee
Out Put Record Added
Employee Details To view the Existing Employee Information..
Shift Details shift You have to select Day/Night
Select Emp id You have to select Employee id
Employee id It will show Employee id based on Shift
Out Put Record Added
Sign Out Your Session will expire you have to login again…..

Module 3: Customer
Page Name
Cuslog User Name Minimum 5 Character and Maximum
15 Character
Password Minimum 5 Character and Maximum
10 Character
New User? You can Click here to Create new User
Out Put Valid id and Password
Custmain Home
Inbox
Complaint
Comments
Sign Out
Out Put After Click it must go the Respective
Page
Sign up Customer Id Minimum 5 Character and Maximum
10 Character
User Name Maximum 30 Character
 Password Minimum 5 Character and Maximum
10 Character
Re_Password Minimum 5 Character and Maximum
10 Character
First Name Maximum 30 Character
Last Name Maximum 30 Character
Address Maximum 100 Character
Gender Male or Female
Age Maximum 2 digits
Email_Id Format (raj@yahoo.com)
Phone No Format (91-080-12345678)
Out Put Record Added
Inbox View the Data
Complaint Customer id Minimum 5 Character and Maximum
10 Character
Product id Minimum 5 Character and Maximum
10 Character
Subject Maximum 20 Character
Message Maximum 150 Character
Out Put Your Mail has Send Successfully
Comments Customer id Minimum 5 Character and Maximum
10 Character
Email id Format (raj@yahoo.com)
Subject Maximum 20 Character
Message Maximum 150 Character
Out Put Your Mail has Send Successfully
Sign Out Your Session will expire you have to login again…..
Module 3: Product
Page Name
Product Product id Product id Must be unique and
Maximum 10 Character
Product Name Maximum 30 Character
Price Maximum 5 digits
To view Valid Product id from the Reports
 Out Put Record Added
Reports To view the Product Details…