The functional specification in
brief is as mentioned below.
v
The users of the
system can be
ü
Internet
users (clients logging from the
website)
ü
In-house
users (Support Engineer SE, Help Desk
Executive HDE, Technical support manager
TSM, General
Manager
GM)
User
registration
v
The
user has to provide the personal details, contact no/
ids along with the AMC details for each product
purchased from the company.
v
He
is allowed to choose his user id and
password.
User
account activation
v
Once
the user registers, a mail/SMS is sent to the TSM regarding
the new user signup.
v
TSM
verifies the details furnished by the customer and he
will activate that user account.
v
A
mail is sent to the user’s personal email id informing
him about the activation.
Customer
Login
v
The
customer has to login the CTS through web. He gets the
following links in the welcome
page
a.
Call
registration
b.
Call
status enquiry
c.
Call
history
d.
Call
search
e.
Closed
call confirmation
f.
AMC
renewal
g.
Edit
personal details
v
The
Customer will receive an alert in case of AMC expiry of
any of the product he purchased from the company. Alert
starts from 15 days (or any fixed period) before the
expiry date until it is renewed.
v
If
AMC is expired, the customer can choose per call / break
down call basis option of service while registering a
call.
Call
registration
v
The
customer furnishes the following
details
a.
Call
details
b.
Priority
c.
Software
or hardware
v
In
addition to this, the following details are also
furnished.
In
case of hardware
i)
Product
( Select list of all the products purchased by the
customer is provided )
ii)
Product
series( Select list of all the product series for the
selected product)
In
case of software
i)
Software
product ( Select list of all the products purchased by
the customer is provided )
ii)
Software
Version ( Select list of all versions for the selected
software)
iii)
Module
(if exists)
v
Once
the call is registered, the call id is
displayed which is used for future reference and a
mail/SMS is sent to the
HDE.
v
When
a customer registers a call for the second time for the
same problem and if the previous call is not closed, an
alert will be provided.
Call status
enquiry
v
The
customer can check the status of a particular call by
providing the call id.
The
status can be
a.
Open
b.
Assigned
to SE
c.
Attended
d.
On
hold
e.
Closed
and not confirmed
f.
Closed
and confirmed
v
Along
with the status of the call, the call detail is
displayed. The
SE assigned to the call will be displayed for all
statuses except open. The date
and time of status updation is
provided.
Call
history
v
The
customer can view the history of a particular call by
providing the call id. Call detail, date and time of
status updation,
SE assigned are provided.
Call
search
v
The
customer can search the registered calls of different
statuses based on search criteria.
Closed
call confirmation
v
All
the calls attended by the SE and closed
by the HDE
are displayed.
v
The
customer has to confirm that the call is attended and
the problem is solved. If the customer chooses that it
as not solved, then the call will fall into open status
again.
v
In
both cases, mail/SMS is sent to
HDE.
AMC
renewal
v
The
customer has to furnish the AMC renewal details along
with the payment details. The concerned person for AMC
(TSM or GM) will verify
and approve AMC.
Edit
personal details
v
The
customer can modify the personal details provided at the
time of registration. A mail/ SMS will be sent to the TSM and he has
to approve the modification.
HDE
Login
v
When
a HDE logs in successfully, the details of
customer call to be attended / being attended will be
displayed by the system.
v
The
HDE
chooses the call and then decides to pass it on to
appropriate channel in any of the following
way
ü
Send
an email to the customer (could be a clarification or
immediate reply)
ü
Allocate
the call to a SE based on the location of the
customer, priority of the call.(A SE search
screen is provided for easy selection of SE)
ü
He
can re-assign the assigned calls to other
SE.
ü
For
on hold calls, SE will be assigned after certain
period.
v
Once
the entry is made, the status is
updated.
v
For
the calls being attended, he will verify the details and
change the status to
closed.
v
He
can delete the calls, which are closed and
confirmed.
SE
Login
v
When
a SE logs in successfully, he views the calls
assigned to him.
v
When
a SE attends the call, he will update the status
of action taken and status of problem at present for
further reference.
v
Quick
solution is a search option, which provides various
solutions for the problem, which are entered
earlier.
TSM
Login
v
He
has to setup the master records and administer the
same.
v
The
inventory master is maintained by him.
v
The
user registration and account activation for
SE, HDE and other in-house personnel will
be done by him.
v
He
has to verify the details provided by the new users and
has to activate the user account.
v
He
has to approve the changes done in the personal
details.
v
He
will receive a mail when a call status is not updated
after limited period. He has to send mail/SMS to the
HDE regarding particular call.
v
He
has to verify the AMC renewal details and payment
details and approve it.
v
He
can perform various analysis on the data, and print
various reports.
GM Login
v
He
will receive a mail when a call status is not updated
after limited period. He has to send mail/SMS to the
TSM regarding particular call.
v
He
can perform various analysis on the data, and print
various reports.
Mail
Trigger
A Sub unit of the system will
periodically monitor the AMC status of the existing
clients and would update them through mail for renewal
whenever necessary.
Call Tracking System
(CTS)