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ABSTRACT

The project Call Center Management automates the operations of a call center by

giving replies to the customers queries. By adding more entries to the data base store, the

application can respond to more number of queries from the customers. The importance is

given on giving correct reply to the input queries.

The project gets the queries from the various customers and stores them in a

centralized data store. When there are number of queries the queries are stored up in a queue

and then the queries are processed one by one. There are separate blocks called data

recognizer for recognizing the data, i.e. queries, and data interpreter for interpreting those

queries. The input query from the customer is first recognized by the data recognizer by

comparing with the entries in the data base store. In the database the solution for each andevery query is stored and maintained. Then it is interpreted as what type of query it is and

how it should respond to the query. The input query is compared with the queries in the

database store. The solution for the input query is founded. The information service switch

switches the application between different type of distributed services. The final result, the

reply to the customers query is obtained at the end.

The project is developed in the environment of .NET. The server side scripting for the

website is done through VB.NET along with data stored in SQL SERVER database

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1. INTRODUCTION

1.1 ABOUT THE PROJECT

The project Call Center Management automates the operations of a call center by

giving replies to the customers queries. By adding more entries to the data base store, the

application can respond to more number of queries from the customers. The importance is

giving correct reply to the input queries. A Phone call service is provided to send information

from the call center executive to the customer. In turn customer can also send mails to the

company regarding the clarification of their doubts about the product details and the

company details. Objective of the projects is to computerize the calls of an organization

depending on the type of call. This is mainly designed to avoid the drawbacks involved in the

manual process

MODULES:

Employee Details

It gets and gives necessary information from the employee details and then

makes out a valid entry. It holds information such as employee name , employee number,

first name , last name, registration Date and close date.

Complaint details

This Module involves the complaint details which will register all the customer

complaints with customer name, customer address, Complaint date, product id and status. All

the payments receivable through the transactions are entered in this module.

Customer RegistrationThis Module consists of customer registration like notification number, customer number,

name, status, zone , product, call type, call details , service request , priority , remarks and sign by.

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1.2 Organization Profile

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2. SYSTEM SPECIFICATION

2.1. HARDWARE CONFIGURATION

Processor - 2.8 GHz Intel Pentium 4

Memory - 240 MB

Network Card - Intel(R) PRO/100 VE

Keyboard - 108 keys

IP Address - 10.1.1.61

Mouse - HCL Optical

Hard Disk - 250 GB

Monitor - 15 inch color monitor

2.2. SOFTWARE CONFIGURATION

Operating Environment - Microsoft Windows XP

Front end - VB.net

Back end - SQL Server 2005

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2.3 LANGUAGE DESCRIPTION

The .NET Framework is a new computing platform that simplifies application

development in the highly distributed environment of the Internet. The .NET Framework is

designed to fulfill the following objectives:

To provide a consistent object-oriented programming environment whether object

code is stored and executed locally, executed locally but Internet-distributed, or

executed remotely.

To provide a code-execution environment that minimizes software deployment and

versioning conflicts.

To provide a code-execution environment that guarantees safe execution of code,

including code created by an unknown or semi-trusted third party.

To provide a code-execution environment that eliminates the performance problems

of scripted or interpreted environments.

To make the developer experience consistent across widely varying types of

applications, such as Windows-based applications and Web-based applications.

To build all communication on industry standards to ensure that code based on the

.NET Framework can integrate with any other code.

ADO.NET Overview

ADO.NET is an evolution of the ADO data access model that directly addresses user

requirements for developing scalable applications. It was designed specifically for the web

with scalability, statelessness, and XML in mind.

ADO.NET uses some ADO objects, such as the Connection and Command objects,

and also introduces new objects. Key new ADO.NET objects include the DataSet,

DataReader, and DataAdapter.

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The important distinction between this evolved stage of ADO.NET and previous data

architectures is that there exists an object -- the DataSet -- that is separate and distinct from

any data stores. Because of that, the DataSet functions as a standalone entity. You can think

of the DataSet as an always disconnected recordset that knows nothing about the source or

destination of the data it contains. Inside a DataSet, much like in a database, there are tables,

columns, relationships, constraints, views, and so forth.

A DataAdapter is the object that connects to the database to fill the DataSet. Then, it

connects back to the database to update the data there, based on operations performed while

the DataSet held the data. In the past, data processing has been primarily connection-based.

Now, in an effort to make multi-tiered apps more efficient, data processing is turning to a

message-based approach that revolves around chunks of information. At the center of this

approach is the DataAdapter, which provides a bridge to retrieve and save data between a

DataSet and its source data store. It accomplishes this by means of requests to the appropriate

SQL commands made against the data store.

The XML-based DataSet object provides a consistent programming model that works

with all models of data storage: flat, relational, and hierarchical. It does this by having no

'knowledge' of the source of its data, and by representing the data that it holds as collectionsand data types. No matter what the source of the data within the DataSet is, it is manipulated

through the same set of standard APIs exposed through the DataSet and its subordinate

objects.

While the DataSet has no knowledge of the source of its data, the managed provider

has detailed and specific information. The role of the managed provider is to connect, fill,

and persist the DataSet to and from data stores. The OLE DB and SQL Server .NET Data

Providers (System.Data.OleDb and System.Data.SqlClient) that are part of the .Net

Framework provide four basic objects: the Command, Connection, DataReader and

DataAdapter. In the remaining sections of this document, we'll walk through each part of the

DataSet and the OLE DB/SQL Server .NET Data Providers explaining what they are, and

how to program against them.

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The following sections will introduce you to some objects that have evolved, and some that

are new. These objects are:

Connections. For connection to and managing transactions against a database.

Commands. For issuing SQL commands against a database.

DataReaders. For reading a forward-only stream of data records from a SQL

Server data source.

DataSets. For storing, remoting and programming against flat data, XML data and

relational data.

DataAdapters. For pushing data into a DataSet, and reconciling data against a

database.

Commands

Commands contain the information that is submitted to a database, and are represented by

provider-specific classes such as SQLCommand. A command can be a stored procedure call,

an UPDATE statement, or a statement that returns results. You can also use input and output

parameters, and return values as part of your command syntax. The example below shows

how to issue an INSERT statement against the Northwind database.

DataReaders

The DataReader object is somewhat synonymous with a read-only/forward-only cursor

over data. The DataReader API supports flat as well as hierarchical data. A DataReader

object is returned after executing a command against a database. The format of the returned

DataReader object is different from a recordset. For example, you might use the DataReader

to show the results of a search list in a web page.

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DataSets and DataAdapters

DataSets

The DataSet object is similar to the ADO Recordset object, but more powerful, and

with one other important distinction: the DataSet is always disconnected. The DataSet object

represents a cache of data, with database-like structures such as tables, columns,

relationships, and constraints. However, though a DataSet can and does behave much like a

database, it is important to remember that DataSet objects do not interact directly with

databases, or other source data. This allows the developer to work with a programming

model that is always consistent, regardless of where the source data resides. Data coming

from a database, an XML file, from code, or user input can all be placed into DataSet objects.

Then, as changes are made to the DataSet they can be tracked and verified before updating

the source data. The GetChanges method of the DataSet object actually creates a second

DatSet that contains only the changes to the data. This DataSet is then used by a DataAdapter

(or other objects) to update the original data source.

The DataSet has many XML characteristics, including the ability to produce and

consume XML data and XML schemas. XML schemas can be used to describe schemas

interchanged via WebServices. In fact, a DataSet with a schema can actually be compiled for

type safety and statement completion.

DataAdapters (OLEDB/SQL)

The DataAdapter object works as a bridge between the DataSet and the source data.

Using the provider-specific SqlDataAdapter (along with its associated SqlCommand and

SqlConnection) can increase overall performance when working with a Microsoft SQL

Server databases.

The DataAdapter object uses commands to update the data source after changes have

been made to the DataSet. Using the Fill method of the DataAdapter calls the SELECT

command; using the Update method calls the INSERT, UPDATE or DELETE command for

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4.3 DATAFLOW DIAGRAM

A data flow diagram is a network that describes the flow of data within the system.

They also describe the processes that change or transform data throughout the system. They

are graphical tools used to describe and analyze the movement of data in the system. Using

this tool the transformation of data from input to output through processes can be described

logically.

Most data flow modeling methods use four kinds of symbols. These symbols are used

to represent four kinds of system components. Processes, data stores, data flows and external

entities. Processes are represented by circles in DFD. Data flow is represented by a thin line.

Square or rectangle represents external entities.

Unlike detailed flowchart, data flow diagrams do not supply detailed description of

the modules but graphically describes a systems data and how the data interact with the

system.

To construct a data flow diagram, we use

1. Arrow

2. Circles

3. Open Ended Box4. Squares

An arrow identifies the data flow in motion. A circle stands for process that converts

data into information. An open-ended box represents a data store, data at rest or temporary

repository of data. A square defines a source or destination of system data.

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Integration Testing:

Integration testing is a systematic technique for constructing the program linkage

while conducting test at the same time to uncover errors associated with interface. Here each

functional module is integrated into a single program and testing was carried out each time a

module was linked.

After the unit testing was over the units were integrated in an phased manner so that

when each and every module was integrated it was checked against with whether the

integrated module was working to the design.

There were many problems faced with the integration testing like there were many

variables used in both the modules which caused the problems. This were rectified in the

integration testing.

White-Box Testing

White box testing, sometimes also called glass-box testing is a testing case design

method that uses control structure of the procedural design to derive test cases. Using white-

box methods, the software engineer can derive test cases that

Guarantee that all independent paths within a module have been exercised at least once.

Exercises all logical decisions on their true or false sides.

Execute all loops at their boundaries and within their operational bounds.

Exercise internal data structures to ensure their validity.

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Black Box Testing

Black box testing also called behavioral testing focuses on the functional

requirements of the software. The black box testing enables the software engineer to drive

sets of input conditions that will fully exercise all functional requirements for a program.

Black box testing attempts to find error in the following categories:

In correct or missing functions.

Interface errors.

Errors in data structures or external database access.

Behavior or performance errors.

Inheritance or termination errors.

5.2 SYSTEM IMPLEMENTION

System implementation is important stage of the project where the theoretical

design is turned into the practical system. The main stages of the implementation are as

follows

Implementation Planning

Implementation planning is the first task in the system implementation. Planning

means deciding on the methods and time scale to be adopted. Once the planning is over the

major effort in the computer department is to insure that the programs in the system are

working properly. Implementation was the final stage of the project in this the project was

implemented on the computer.

The entire project was loaded into the web server and was tested on the clients,

whether the site was working satisfactorily. Then on the clients all the links were tested for

the successful operation of the project.

Test CaseTest Case Criteria Result

Customer number Entered register number with

alphabets

Message displayed as Enter

number

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9. APPENDIX

A. DATA FLOW DIAGRAM

Customer

Customer

complain

t

Reply

tocustomer

query

Informatio

n Service

Switch

Registratio

n

Executive

Address

location

Registration

Employee

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Department Table

Field Type Size

Department Memo Long integer

Employee Table

Field Type Size

E_name Number Long integer

Fname Memo Long integer

Iname Memo Long integer

Add1 Memo Long integer

Add2 Memo Long integer

City Memo Long integer

Pincode Number Long integer

Phone Memo Long integer Department Memo Long integer

designation Memo Long integer

salary Memo Long integer

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