ACKNOWLEDGEMENTAll praises to ALLAH who created this universe for the exploration of man Darood & Salaam on Hazrat Muhammad (S.A.W.W), who enlightened the torch of knowledge for mankind. One of his (S.A.W.W) sayings is Seek knowledge from cradle to grave First of all we would like to thank our respected teacher Mr. SAQLANE From the core of our hearts. It was a great pleasure working with him. His precious suggestions, unflagging support and gentle behavior, helped us a lot in completing this project successfully. We must acknowledge the valuable assistance of Mr. Amjad, serving in Ufone as Section Head of Data Network. We could not accomplish our job without his kind cooperation. Due to his effort we were capable of attempting our project in an effective manner.

INTRODUCTION OF THE COMPANYUfone launched on January 29, 2001. Ufone is a new cellular operator in Pakistan. Pak Telecom mobile Ltd. offers Ufone services to you, which is a 100% owned independent subsidiary of Pakistan Telecommunications Corporation Ltd. PTCL has aimed to provide best coverage along with state of art values added services for subscribers according to their needs. Ufone has been a highly successful venture both in terms of subscriber uptake and coverage. Touching 100,000 subscribers in less than four months of operation. With fastest expanding coverage, unmatched product leadership and consistent focus on customers. Ufone has emerged to be the most prominent player in the market in the short span of its operations. Ufone, in less than one year has started providing coverage in most major cities of Pakistan. This roll out plan has been far more aggressive than any of Ufone's competitors.

OPRATIONS OF UFONEUfone has the answer for U in an instance. You can either get a daily update via Ufone Info-Push Services or retrieve the information you require via Ufone Info-Pull Services.

Ufone Info Pull ServiceEach Ufone Info service has a short code, which you can use to get the information you want. The Drop down menu below will provide you with details of the services we offer along with their associated short codes. All you have to do is to send the relevant short code via an SMS message and you will be updated with the information you requested immediately. For example, in order to get your daily horoscope, just type the first three letters of you star sign e.g. CAN for Cancer and send that to the number 120 via SMS. A charge of Rs.1.50 only is applied whenever you send an inquiry.

Ufone Info Push ServiceWith Ufone Info-Push services, you dont need to remember any short codes. You can schedule for automatic delivery of the information you want to your Ufone by subscribing for your own My Ufone Account.

Dial 133 & make Your Ufone talk to youNow you can listen to the latest news headlines, daily horoscopes, prayer timings, stock quotes, jokes, listing of latest movies, business news and a lot more from your Ufone with Ufone Info line U can get all this information just by dialing 133 from your Ufone. List of Information available: 7 8 9 Religion (Quranic Ayyat of the day, Prayer Timings) News (Headline News, Sports News and Business News) Finance (Top 5 Forex Currencies, Bullion Rates, Stock Index) Quote of the Day)

10 Entertainment (Daily Horoscope, Latest Movies, Top Charts, Joke of the Day,

11 Weather

Internet Payment FacilityYou can now pay your Ufone bill or recharge your Prepaid account Right Here! Never again you have to stand in a queue for paying your Ufone bill or have to go out to get a prepaid card. You can now use any Visa or Master card to pay your Ufone bill, or recharge your prepaid account securely and conveniently here. Online Payment National ID Card No. (or Passport Number for Foreigners)

Ufone Mobile No. 0333

Click Here to Make Payment ( Secure Page)

Pay Via SMSRecharge your Prepaid account or pay your postpaid bill through SMS. For this purpose using your Credit Card. Ufone always thinking of new ways to bring you the best products and services, to keep you always ahead of others. With Ufone, your reality begins, where their imaginations ends. To pay through SMS, just send "pay ufone" to 801 and follow the instructions. This facility can be enjoyed using all Visa and MasterCard.

PACKAGESPost PaidUfone offers a most economical and affordable package of post paid.

Pre Paid Ufone Prepaid cards come in three denominations of Rs. 500, 1000, and Rs. 1500. Card is valid for six months from the time of activating In case we run out of Ufone prepaid cards, we have to just dial 000 from our Ufone and then we will be informed about the places from where we can buy the cards (remember 000 is toll free number). To charge our package plan, just dial 333 and talk to an Ufone Customer Services Representative. Voice mail deposit is free and Rs. 1/min is charged for all message retrieval calls made to the voice mail. All rates exclude Local and Long Distance (LLD) charges, Rs. 2/min NWD/IDD access charges are applied for all NWD (National Wide Dialing) and IDD (International Direct Dialing) calls. Roaming charges between the same MSC (Mobile Switching Center) are not applied. Roaming charges of Rs. 1 for roaming between Lahore and Islamabad MSC and Rs. 5 for roaming between Karachi and others MSCs will be applicable.

CUSTOMER CAREServices CenterUfone currently has its Customer Service Centers in all the cities, where the connections are being offered. Our staff at the Service Centers will be privileged to provide solution on just about any of your concern. No run around! No complicated processes! U just walks in and let us knows of your concern. Rest would be taken care of! All Service centers have been strategically located to be easily accessible for U. Please refers below for information about your closest Service Center. Karachi Jehlum Sukkur Rawalpindi Islamabad Hyderabad Sialkot Lahore Multan Gujrat Peshawar Quetta Gujranwala Kohat Faisalabad

Call CenterFor us, what matters the most is U. Anytime of the day or night, our trained and courteous staff is available at our Call Center for any of your queries or guidance. The services, which are only available in other mobile companies by visiting their offices, are available over the phone to our subscribers. Our Call Center will provide you with the following services and more, over the phone completely and conveniently. Change of Ufone Number Appropriate Tariff selection consultancy Provisioning of Value Added Services Credit Limit Enhancement Tariff Plan Change

Address Changes

Prepaid/Scratch Card related inquiry End User Equipment Information SIM Card Unblocking Requested Temporary Suspension Duplicate Bill Tariff Information Provisioning of Tax Certificates Balance Enquiry (Postpaid only) Anything else related to your Ufone

InformationNew Connection InformationGetting a new connection is easy. All U have to do is to visit any Ufone Customer Service Center Authorized Ufone Dealer Outlet at your nearest location. Following are the steps to be followed to subscribe to a new Ufone connection: Step 1: Fill out the Cellular Services Agreement Form (CSAF) This form is easily available at the Service Centers/Dealer Outlets. To avoid any inconvenience or delay in subscribing to an Ufone connection, please fill in the following mandatory information required on the (CSAF) Cellular Agreement Form at the time of connection.

New Connection Form Customer Name Contact Address (Address of your Current Residence) Permanent Address (Please note that the address U provides should be authentic and verifiable. Non-verification of address can lead to disruption of service and cause inconvenience to U) National Id Card/ Passport Number (Passport number required only for NonPakistani citizens) Two References (Required information should include Names, Addresses, Phone Numbers, and Identity Card Numbers). For your convenience reference can be of any relative or friend and not necessarily a Ufone customer) Telephone Numbers (Home, Office or any Other) Mothers Name (This information is required for verification purpose) Fathers Name (This information is required for verification purpose) Type Of Connection (Post-Paid or Pre-Paid) Package Name Customer Signatures In case of COMPANIES applying for connection on their name, the following additional is required besides the above-mentioned

information User Name (This will be the name of a user of this connection) Contact Person (An authorized person nominated by the company, who will correspond with Ufone for the issues relating to company connections.

Step 2: Attach a readable copy of National Identity Card (NIC)/Passport Step 3: Make the required Payment according to the selected Package Plan the initial charges for a new connection depend on: 12 Connection Type 13 Selected Package Plan 14 Selected Access Level

Security Deposit RequirementPrepaid Packages Prepaid Packages come with International Access and there is no Security Deposit requirement. Postpaid Packages Postpaid Packages are available with the following Access Level options

Other Information New Connection Information GPRS Configuration Information Online Payment Information Ufone Customer Service Centers Information Authorized Dealer Outlet Information Scratch Card Outlet Information Transfer of Ownership Information

Area Code Information Connection Conversion Information Deposit Waiver Information Handset Information SIM Replacement Phone Number Change Information Change/Correction of Address Information Scratch Card Recharging Information Duplicate Bill Copy Information Access Level Change Information Suggestions and Feedback

Systems Of UfoneDecision Support SystemAn implementation of this system is done somewhat in raw form. If it is implemented with its core essence then it will help top and middle managers extract essential data from other systems and then apply data analysis and decision procedures to the retrieved data to make unstructured and semi structured decisions. Mathematical graphic analysis software deals with questions that cant be answered by the reports produced by operational/tactical support systems.

Tasks of DSS:Two tasks performed in decision support systems are information retrieval, data reconfiguration, calculator activities and analysis. 1. Information retrieval

Managers extract information from database, or from data files for the purpose of making decisions.

2.

Data reconfiguration

Often, managers need information in a form other than that in which data is logically represented in the organization so for this purpose this task is performed.

Knowledge Management SystemThis system provides integration of all systems by keeping the knowledge about all the systems. Knowledge management has referred to efforts to capture, store and deploy knowledge using a combination of information technology and business processes. Four types of system can be used.

1.

Document Management Systems

It allows workers to find existing documents relevant to the task at hand. Essentially, these are multi soured search and information retrieval systems that tie into an organizations intranet (and may extend to the public internet).

2.

Discussion Forum Systems

It promotes knowledge dissemination within communities of practice. Workers subscribe to forums relevant to their Internets, exchanging questions and answers, lessons learned, announcements, and industry gossip. Such systems are easily implement able with both freely available web software and commercial products.

3.

Capability Management Systems

These systems allow an organization to know who knows what. Essentially, these are databases of suitably structured CVs or resumes; as such, they are implement able with off-the-shelf database software. The goal id to put people together by matching one persons need for expertise with another persons listed skills.

4.

Lessons-Learned Knowledge Base Systems

These systems let workers tap into past experience, by storing that experience as structured cases. These systems allow sophisticated queries, typically supporting fuzzy retrieval of similar Cases. Although simple systems can use just conventional database software, full functionality requires special purpose, case-based reasoning or knowledge-based system software.

Billing SystemUfone has got a real time billing system. In this system up-to-the-minute information is instantly available and can be acted upon immediately according to customer needs. Ufones billing system is composed of a series of independent applications that. When run together, are referred as the billing system. Its major components are as follows:

15 CDR (Call Detail Record)It is used to record the details of the call. Usual information on a CDR includes: Starting time of call Ending time of call Originating number Termination number

16 GuidingIt matches calls to customer calling plans. The application uses the start and end number, duration and time of call to decide what the charging should be, based on the calling plans on the customers record.

17 BillingIt is usually performed once a month. This function collects all the rated calls that have been stored over the past 30 days. The program adds any promotion and discounts that are associated with the customer account. For example: If customers have called over a certain number of minutes, they might get a volume discount. In addition, taxes and credits are applied.

18 InvoicingWhen the billing job is complete, a file is created that includes all of the customers information. This file is sent to a print house to be converted to paper invoices.

19 ClientSingle view is used on the billing clients, which is a product of ADC. It is a new integrated customer management and real-time convergent billing application that enables users to instantly view information about customer, accounts and services while also enabling customer access to account and network information.

Importance of Billing SystemBilling is much important for the organization because it is responsible for: Routine Records User account database Errors and related issues Price mechanism and system Subsystem, data entry Main system and subsystem interactivity Printing mechanism Online information for billing

Support for customer care centers

Customer Care SystemFollowing are the components of Ufones customer care system,

1.

PABX (Private Automated Branch Exchange)

It is a telephone system within an enterprise that switches calls between enterprise users on local lines while allowing all users to share a certain number of external phone lines. The main purpose is to save the cost of requiring a line for each user to the telephone companys central office.

2.

Manufacturer

Ufone is using a PABX manufactured by Lucent technologies.

3.

ACD (Automatic Call Distributor)

An automatic call distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instruction. It increases the efficiency of business which handle large volumes of incoming call traffic, to provide better faster service with saving resources.

4.

Call Routing

Call enters the ACD system in a number of ways, including; ISDN line, analogue trunk etc. Once through, callers can hear music or ringing tone and/or comfort announcements whilst the system places the call according to the parameters defined by the call Center Manager. Each route is known as an ACD Route Plan, which incorporates Call Priority. Main Queue, Overflow Queues and interflow destination.

Ufone call rating strategy is 20 Corporate 21 Regular 22 Sales

5.

CTI (Computer Telephone Integration)

Ufone call centers utilize complete CTI (Computer Telephone Integration), which enables all customer related information to be utilized during the course of communication with agent.

6.

Clients

Single view is used, as a front end for CIS on Genesis client with a POP up made in HTML is front-end for CTI. It is a key component of the Singularities suite, is ADCs new integrated customer management and real-time convergent billing application that enables users to instantly view information about customers, accounts and services while also enabling customer access to account and network information. The systems fourtier architecture allows providers to change customer relationship parameters within hours and days versus current system that take weeks and months. Single view is available on IBM, Sun and Hewlett Packard Platform and can accommodate ICPs of any size.

IS INFRASTRUCTUREThree-Tier ArchitectureThese days CRM solution suites are deployed on a three-tier architecture: client, application server, and database. Most of the computing-intensive functions are performed on server machines that people can replicate for higher availability and control. The three-tier architecture allows distributing the workload, putting the processing power at the right tier to get the job done most effectively and efficiently.

23 Client TierAs all of the business rules and major process are located on the middle tier, the client application requires less processing power and can be easily deployed through a LAN or WAN to various workstations.

24 Middle TierIt performs all queries and repots processing to free user desktops and minimize network traffic, provides load balancing and fail-over safety, and centralizes business rules for easy maintenance and optimization.

25 Database TierThe CRM solutions can be optimized for Teradata Data Warehouse technology and

on Oracle databases.

Transmission MediaThe main switching centers (MSCs) of Karachi, Lahore and Islamabad are connected through ATM backbone. Although connectivity between Islamabad (I-9 Markaz) and its branch networks is provided through a 2MB microwave technology. The customer care center of Islamabad is connected through a SS link of 128K.

Hardware ComponentsFirewallsWhole intranet is connected to a firewall for data security. This firewall is manufactured by Cisco.

RoutersLANs are connected with each other and with WANs using devices called routers. These provide fairly advanced routing functions at the network layer. They are using 1600, 2600 and 3660 series routers.

ATM HardwareThey are using ATM technology hardware named as manufactured by Nortel named as passport Nortel.

Private Automated Branch Exchange (PABX)A PABX is a telephone system within an enterprise that switches calls between enterprise users on local lines while allowing all users to share a certain number of external phone lines. Ufone is using this system for the reasons of cost etc. PTCL is providing them a leased line.

All of these three zones are interconnected through main three switching centers (MSCs) to each other and has formed an intranet.

Main Switching CenterThe central components of the network subsystem are the main switching center (MSCs). It acts like a normal switching node of the PSTN or ISDN, in addition provides all the functionality needed to handle a mobile subscriber, such as registration, authentication, location updating, hand over and call routing to a roaming subscriber,

The MSC provides the connection to the public fixed network (PSTN or ISDN) and signaling between functional entities uses the ITUT signaling system that is widely uses current public networks. Hardware in MSC (Mobile Switching Center) consists of Switch: BSS: IT: IN: A necessary component and is used for switching purpose A necessary component used for transmission purposes Consists of main servers like billing servers. Intelligent network is for service customization, prepaid cards

Sun Fire 4800Based on UltraSPARC III technology, the Sun Fire 4800 server helps deliver on the promise of continuous computing. With the redundantly configurable Sun Fireplane Interconnect, the Sun Fire 4800 server delivers both high availability and impressive total system performance. Full hardware redundancy and a variety of advanced mainframeclass availability features, such as Hot CPU Upgrades and Dynamic Reconfiguration, deliver exceptional availability. With Solaris Resource Manager and Dynamic System

Domains, the system has the flexibility to accommodate changing resource requirements across multiple applications.

The key features of Sun Fire are, Key Applications Internet/intranet services, business applications, databases, compute services, server consolidation, decision support applications, and High Performance Computing (HPC). Key Specifications From two to 12 UltraSPARC III processors, up to 96 GB of memory, 16 PCI cards, and one or two Dynamic System Domains. The system offers mainframe-class availability features, including full hardware redundancy, concurrent maintenance, online upgrades and Hot CPU Upgrades. Additionally, this system offers mainframeclass resource management with fully fault isolated Dynamic System Domains. Key Benefits Rack-ready, flexible, highly available server for the data center. Requirements Solaris 8 4/01 Operating Environment, or later.

Main Networks Intelligent NetworkAn intelligent network (IN) is a service independent telecommunication network. This intelligence is taken out of the switch and placed in computer nodes that are distributed throughout the network. It provides the operator with the means to develop and control services more efficiently. In (IN) service logic is external from switching systems and is located is databases called service control points (SCPs). Following services are provided. 26 800 of free phone service 27 Calling card verification or alternate billing service (ABS)

With a SCP, new operations and management system are used to support service creation, testing, provisioning. For example, an 800 service has an 800-type trigger at the switching system, an 800-service database at the SCP, and 800-service management system to support the 800 SCP.

Features of Intelligent Network28 Introduce new services rapidly It provides the capability to provision mew services or modify existing service through out the network with physical intervention. 29 Provide service customization Ufone requires the ability to change the service logic rapidly and efficiently. Customers are also demanding control upon their own services to meet their individual needs. 30 Establish vendor independence Suppliers can integrate commercially available software to create the applications

required by service providers. 31 Create open interface The software can interface with other vendors products while main stringent network operations standards. 32 It is so important because it provides 33 New services 34 Service customization 35 Vendor Independence 36 Open interface 37 Basic routing 38 Single number service 39 Personal access 40 Calling party pays 41 Automatic route selection 42 Call counter 43 Flexible hot line

Data-ware HouseData warehouses have got great importance because of 44 Future planning and forecasting 45 Manage the huge volume of information 46 Reflection of the business rules of enterprise 47 Collection point for the integrated, subject-oriented strategic information 48 The historical store of strategic information 49 Source of information that is subsequently delivered to the data marts 50 Source of stable date regardless of how the processes may change Ufone has divided their whole network into three regions, which are Central Lahore

South North And the services provided are

Karachi Jehlum to Peshawar

51 Good subjective speech quality. 52 Low terminal and service cost. 53 Support for international roaming. 54 Ability to support handheld terminals. 55 Support for range of new services and facilities. 56 Spectral efficiency 57 ISDN compatibility Supplementary services are provided on top of tele services or bearer services and include features such as caller identification, call forwarding, call waiting multiparty conversations and barring of out going (international) calls among others.