Synopsis

TABLE OF CONTENTS
Serial No. Contents

1. Title of the project.
2. Introduction.
3. Objective of the project.
4. Project category.
 Internet technologies
5. Requirement Specification
 Tools / Platform.
 Hardware.
 Software
 Operating system
 Language
 Editor
6. Hardware and software Environment.
7. Data Flow Diagram.
 0 LEVEL D.F.D.
 1ST LEVEL D.F.D.
8. Number of Modules and its description.

9. Modules integration and control.
10. Tables used in project.
11. Scope of further application.
The Online Customer Care Service
12. Security Measure Taken
TITLE OF THE PROJECT
SYSTEM FOR ONLINE

CUSTOMER QUERY
HANDLING AND
RESPONSE
An Introduction
1 . A b ou t O r gan iz ation :
CRC is a newly established and growing

Software Company with office at Kingsway Camp, New Delhi.
Dealing with the Software development, Implementation and
Hardware installation. The company is also dealing with
project training as well as corporate training.
The company’s latest project is to develop an online
Customer Care Service portal to meet the requirement of
some service oriented organization.
The firm is at its glory by announcing the project of the
creation of a website with the plan to create the unique
customer care services web portal. The work will start in
the piloted phase from including all the feed back from
the concern companies as well by getting requirement and
feedback from the user. Any of the customer service
providing company can take provides services through this
portal. The project is SYSTEM FOR ONLINE CUSTOMER QUERY
HANDLING AND RESPONSE dealing basically with online
services and support to the end customer.
2. About Project:
Since the advent of computer and information
technology in the last two decades, every organization and
individual wants the web-based services as it is convenient to
use and easily accessible from any where in the world. The
computerization has many benefits. Primarily a computer is
helpful in four major aspects of any kind of organization:
• Time Efficiency
• Cost Effective
• Huge data storage capacity and
• Simple operation
Moreover with the advent of the Internet technologies. World

have change lot call it the social web. Through the .com
bubble and bust, one trend has never wavered. Every year,
millions more people around the world are using the internet
to interact in more ways then ever before to date, find old
classmates, check on medical elements and cures, to read and
express alternative views of the news, and even to give live
sales help online.
The service sector in today’s world is the fastest growing

sector and the web-based services are not only the important
but it is also in demand. With the fast growing network of
optical fiver, making way to broadband it will be now easy
and economical also to access the Internet, whether in
monetary or information retrieval term. The mere existence of
the web is enriching. As it provides a huge diversity of
views, take web logs, or blogs, which can assume the form of
online diary or message board. The extract of all these is
that if the data access retrieval and the goal everything is
placed in an well order way on the net by using its
technologies, we are not going to loose any way whether it is
the user or the service provider. So
A computer is now helpful in many other cases too: -
 Fast retrieval of information around
the
Globe by browsing the net
 Easy access by seating at home to
most of the work places
 Easy database access with the
invaluable functions of online
entertainment and education for e.g.
online education and many others.
The project “SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING AND

RESPONSE” is to exploit the computer technology with Internet
Facility and all its aspects as necessity arises. The proposed
project will be a web-based portal to provide support and
services to the end customer. It is under preparation for the
proposed web site by CRC named (Still To Be Named)
The project will make available the customer care services of
member companies to its customer through the Internet. Through
this proposed website the customer can register complains and
take services and support accordingly.
The project “SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING AND

RESPONSE” is specially associated with online call receive,
provide services and support to customer and take their
feedback.
Project Objective
The objective of the project “SYSTEM FOR ONLINE CUSTOMER QUERY

HANDLING AND RESPONSE” is to develop an online customer care
system.
The major objectives of this project are as follows: -
• Providing an interactive user interface online by

using the flavors of HTML, XML. Blended with the power
of VB.NET under the framework ASP.NET to help the
visitor, whether they are customer or service
provider. After all interface has a lot to do when
proper interaction and attraction is necessary.
• Helping the user as well as service proviser to give
and take support for the various product and services.
• Online product and services wise complain and support
system provides quick response and better facilities.
• Providing a status and remark page gives the clear
indication that the particular complain got the
support by service provider or not.
• The complain status also gives the clear picture that
how long a service provider takes to give service or
support against a particular call. So the monitoring
work is also carried out by this proposed system.
• Providing Secured Environment for secured data access
wherever necessary.
• Retrieval of data from database using easy buttons
links and interfaces in a very fast and efficient
manner.
• On-line updating of all type of data. Updating Data
using web based interfaces and with the help of
buttons & links in an easy & convenient way.
Developing a viable candidate system that fulfills the
Following requirements: -
 Easy lodge of a complain/call.
 Faster and accurate information retrieval.
 Login dependent information retrieval and
updating for authorized user.
 Correct and consistent maintenance of data and
its Quick retrieval.
 Minimizing the page download time and hence less

Investment.
 Improving the switches button and hyperlink so
that the user can easily put all the queries in
detail as they need.
 Maintaining the fast download of the page by
using the flavors of cookies.
 Smooth transition and easy access to the pages
not requiring much training to the end user.
The overall objective is to develop The Online Customer Care

System is to provide fast and easy online support to the
global customer.
P ROJECT CATEGORY
The undergoing project falls under Internet technologies &

RDBMS (Relational Database Management System) category. Since
the project is mainly responsible for creation of the website
with the online database at backend. As we know that, the
Internet is huge client server architecture. The client is the
web browser; it is requesting a web based data, a file, or
whatever, from some computer somewhere – anywhere –in the
world. The server is that computer that holds the information
you want.
ASP.NET is a rich programming framework for building web-based
applications. It offers outstanding support for both
developers and administrators, providing improved ease-of-use,
tool support, reliability, scalability, administration and
security
How it works?
What is ASP.NET?
ASP.NET is a programming framework built on the common
language runtime that can be used on a server to build
powerful Web applications. ASP.NET offers several important
advantages over previous Web development models.
Enhanced Performance. ASP.NET is compiled common language

runtime code running on the server. Unlike its interpreted
predecessors, ASP.NET can take advantage of early binding,
just-in-time compilation, native optimization, and caching
services right out of the box. This amounts to dramatically
better performance before you ever write a line of code.
World-Class Tool Support. The ASP.NET framework is

complemented by a rich toolbox and designer in the Visual
Studio integrated development environment. WYSIWYG editing,
drag-and-drop server controls, and automatic deployment are
just a few of the features this powerful tool provides.
Power and Flexibility. Because ASP.NET is based on the common

language runtime, the power and flexibility of that entire
platform is available to Web application developers. The .NET
Framework class library, Messaging, and Data Access solutions
are all seamlessly accessible from the Web. ASP.NET is also
language-independent, so you can choose the language that best
applies to your application or partition your application
across many languages. Further, common language runtime
interoperability guarantees that your existing investment in
COM-based development is preserved when migrating to ASP.NET.
Simplicity. ASP.NET makes it easy to perform common tasks,

from simple form submission and client authentication to
deployment and site configuration. For example, the ASP.NET
page framework allows you to build user interfaces that
cleanly separate application logic from presentation code and
to handle events in a simple, Visual Basic - like forms
processing model. Additionally, the common language runtime
simplifies development, with managed code services such as
automatic reference counting and garbage collection.
Manageability. ASP.NET employs a text-based, hierarchical

configuration system, which simplifies applying settings to
your server environment and Web applications. Because
configuration information is stored as plain text, new
settings may be applied without the aid of local
administration tools. This "zero local administration"
philosophy extends to deploying ASP.NET applications as well.
An ASP.NET application is deployed to a server simply by
copying the necessary files to the server. No server restart
is required, even to deploy or replace running compiled code
Scalability and Availability. ASP.NET has been designed with

scalability in mind, with features specifically tailored to
improve performance in clustered and multiprocessor
environments. Further, processes are closely monitored and
managed by the ASP.NET runtime, so that if one misbehaves
(leaks, deadlocks), a new process can be created in its place,
which helps keep your application constantly available to
handle requests
Customizability and Extensibility. ASP.NET delivers a well-

factored architecture that allows developers to "plug-in"
their code at the appropriate level. In fact, it is possible
to extend or replace any subcomponent of the ASP.NET runtime
with your own custom-written component. Implementing custom
authentication or state services has never been easier
Security. With built in Windows authentication and per-
application configuration, you can be assured that your
applications are secure
The common language runtime provides a complete set of managed
data access APIs for data-intensive application development.
These APIs help to abstract the data and present it in a
consistent way regardless of its actual source (SQL Server,
OLEDB, XML, and so on). There are essentially three objects
you will work with most often: connections, commands, and
datasets.
 Connection represents a physical connection to some data

store, such as SQL Server or an XML file Through ADO.NET.
 A command represents a directive to retrieve from
(select) or manipulate (insert, update, delete) the data
store
 A dataset represents the actual data an application works
with. Note that datasets are always disconnected from
their source connection and data model and can be
modified independently. However, changes to a dataset can
be easily reconciled with the originating data model.
As we know that the database is a repository for stored,
operational data in a database environment and common data are
available and used by several users. Instead of each program
(or user) to manage its own data, the data across applications
are shared by all authorized users with the help of database
software managing the data as an entity.
The general concept behind a database is to handle information

as an integrated whole. A database is a collection of
interrelated data stored with minimum redundancy to serve many
users quickly and effectively. The general objective is to
make information easy, quick, expressive, and flexible for the
user. In database design specific objectives are considered: -
• Ease of learning and use.
• More information at low cost.
• Accuracy and integrity.
• Recovery from failure.

• Performance
In this way, S.Q.L server 2000 is one of the

leading R.D.B.M.S. software in the world. It is characterized
by the quick retrieval of information from huge tables. This
quality allows it to cater to the ever-changing business needs
of the present age. It supports fourth generation language,
SQL, thereby making it easier for the customers to grasp it, a
development language where complicated procedures, functions
etc. can be used.
The SQL server 2000 include following features

• Queries
• Constraints
• Procedures
• Triggers
• Batch Implementation
• Functions
• bul Copy Utility
• Cursors
• Stored Procedures
REQUIREMENT SPECIFICATION
TOOLS AND PLATFORM OF THE PROJECT
Platform : Windows
The Operating System :Windows 2000 Server/XP/NT
Family
Framework :ASP.NET FRAMEWORK 1.1
Front-End Tool :ASP.NET With VB.NET
Editing tool :MICROSOFT Visual Studio Dot
Net
Scripting :C#
Interface :HTML, XML(STYLE SHEET (.XSL),XML
Server :Internet Information Server
Back-End Tool :SQL SERVER 2000
HARDWARE
Processor :Intel Pentium III, IV 2.1 GHZ
Memory : 256 M.B., DDR. RAM.
Network Adapter :Ethernet Adaptor
Modem :56kbps Voice Fax Data
Secondary Storage : Hard Disk (40 G.B)

SOFTWARE REQUIREMENT SPECIFICATION
The software requirement specification (SRS) is very important

part of the software building process, which describes the
actual user level requirement from technical point of view.
I.e. what the user exactly wants? The objective of preparing
the software requirement specification is to represent the
requirements of the software in such a manner that ultimately
leads to successful software implementation. It is the result
of the analysis process of the software development. It should
contain all the data the software is going to process, the
function it will provide, and the behavior it will exhibit.
This Software Requirements Specifications (SRS) is defined in
IEEE Std. 830-1993, IEEE Recommended Practice for Software
Requirements Specifications. The synopsis is prepared in the way to
fulfill almost all the points needed in S.R.S.
PROGRAM STRUCTURE
Analysis Report:
System analysis is the first step towards the software

building process. The purpose of system analysis is to
understand the system requirements, identify the data,
functional and behavioral requirements and building the models
of the system for better understanding of the system.
In the process of system analysis one should
first understand that, what is the present system, what it
does, how it works (i.e. processes). After analyzing these
points we become able to identify the problems the present
system is facing. Upon evaluating current problems and desired
information (input and output to the system), the analyst
looks towards one or more solutions. To begin with, the data
objects, processing functions, and behavior of the system are
defined in detail. After this, a models from three different
aspects of the system-data, function and behavior. The models
created during the system analysis process helps in better
understanding of data and control flow, functional processing,
operational behavioral and information content.
Working Process of Proposed System

The proposed system contains the following main processes:
The User Registration & Login: -

Login
• The user when browse the site he is linked to the main page
and prompted to login.
• There are three mode to login namely user, Service Provider
and Administrator.
• Based on the login he is linked to the appropriate page. If
the user is not registered on the site, he will link to the
New Registration Page.
• A login status and log is maintained to find who and from
where login for which purpose and also to find the number
of time a user logins.
Registration
• User may register itself to get the services against any
product or services.
• He gets registered with the unique id and
password.
• One can register for one or more product or
services.
• At the end of registration if the user is a general user
(Customer) he is linked to the e transaction module where
he could pay the requisite amount to be the proud member of
the site, which is being specified on the main page. If he
successfully pays the fee then he is given his login and
password to access the site and if not then he is provided
access for a trial period of a month and asked to pay the
fee through draft or do a e transaction as he is linked
directly to his bank website and all the necessary status
is taken so to know the genuinely of the user.
Complain Registration Manager
• The user can register complain or request detail he/she

want the information about.
• After completing the registration process he/she assigned a
unique complain no (System Generated).
• Now the registered complain will be forwarded to the concern
person who will handle the complain/request. The complain
must be registered to specific category against product or
services.
• If the user has been provided the desired services and his
her problem had been solved then his/her complain must be
closed by service provider with remark (if any), so that
administrator of particular group v\can monitor or see the
details.
• Administrator of the particular group will handle all the
things and overall system will handle by main
administrator.
Complain Monitoring Manager

• The registered complain or request will be handle by this
process. It assigned the work to different persons to
handle the complain lodge by user or user requests
It will monitor all the complains/request and also see how
efficiently or how early user request got services.
• If the status of complain is open it will look for remarks,
whether any remark attached with complain or not. If any
remark is there that work has not been completed or user is
not serviced, so the service work will assigned to any
higher authority.
Control panel
• If user is a administrator, he is linked to the control panel.
• He or she can add modify the master database for product and
services.
Data Flow
An arrow represents data flow; it represents the path over
which data travels in the system. A data flow can move between
processes, flow into or out of data stores, to and from
external entities.
Bubbles (Process):
A circle or bubble represents that transforms data from once
form to another by performing some tasks with the data.
Data store:
A data store is a place where data is held temporarily from
one transaction to the next or is stored permanently.
External Entity:
Which defines a source or destination of system data also
called an external entity.
Based on the working process of the proposed system Data Flow
Diagram (DFD), is a model, which gives the insight into the
information domain and functional domain at the same time can
be drawn using OMT symbols. DFD is refined into different
levels. The more refined DFD is, more details of the system
are incorporated. In the process of creating a DFD, we
decompose the system into different functional subsystems. The
DFD refinement results in a corresponding refinement of data.
The DFD of the “SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING AND
RESPONSE” at zero level and 1 level and e learning system at
2nd level are as follows. Each break-up has been numbered as
per the rule of DFD. Here we attempted to incorporate all the
details of the system and still it requires further
improvement since the entire system is under study.
Data Flow Diagram
0 LEVEL D.F.D.:-
This is the context level D.F.D. of the proposed system the
whole system has been depicted in a single bubble, primary
input and output has been carefully noted and depicted in the
way so that information flow continuity should not be lost in
the next level. The purposed system is shown as a whole
process and the inputs and outputs are shown with incoming and
outgoing arrow from the system.
Control panel
display
Control panel Display Registration display

Success and failure
Data upload Product/Services Display
User
Registration Registration
The Online I Information
Available Services
Diaplay
Registration Customer
Login
Data Care Service Product Info.
Download Complain Registration page
display
User id &
Search Password
Services Info
User Complain Download Complain No. Display
/Request Search question

Product/Services Info.
Download test page Mailer
Display email
0 LEVAL. D.F.D. FOR SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING

AND RESPONSE
ST
1 LEVEL DFD.:
This DFD shows all the processes together with
all the data stores (tables). It shows the true data flow
i.e. how data is actually flowing in the system. Data is
coming from which table and going into which table is
clearly shown by this DFD. This DFD is the main reference
for the development of the system. After understanding the
whole system, the application developer will fall back upon
this DFD during the Development phase.
Online Customer Care Database
Updating and retrieval

Data upload
Control panel Updatin
g
Check user access update
User Registration Process

Registration registration Registration information
Invalid id message Display success and failure
Login User Id and password valid id message

Process user
Display User Info
id & password
Search
Search question
Table Check User
Process search
answer Control panel display
Fetch Product Detail
Product & Search table
Services search Search product/Services table Process Registration display
Searching
Search result Fetch
Technical Details
Avail. Services Display
Process
product
purchase
Tech. Detail Display
Download test page
Mail Tech. Detail to Test page display
Requesting Display result
User
Service Status
Product Spec. Mailer

Project Modules
The proposed website will have its main page and will be
mainly divided into
14 Modules partially dependent and partially independent
Modules are
1. LOGIN MASTER
2. USER REGISTRATION MASTER
3. THE MASTER MAINTAINANCE
4. ONLINE COMPLAIN REGISTRATION
5. ONLINE COMPLAIN MANAGEMENT
6. ONLINE SUPPORT SERVICES
7. ONLINE MONITORING SYSTEM
Modules are divided in two parts first seven part is taken by
my team member and rest is taken by me.
8. THE PRODUCT DETAIL

9. THE SERVICES DETAIL
10. TECHNICAL SPECIFICATIONS
11. ONLINE INTERACTION SERVICE THROUGH CHATTING
12. VALIDATION MASTER
13. DOCUMENT MODELER
14. LOCAL MAIL INTERACTION SUPPORT SYSTEM
The modules descriptions are as follows

LOGIN MASTER -
Login master is the module which checks for a valid customer
when the user enters his user Id/password, and link to the
correct page or denies and link to the registration page.
USER REGISTRATION MASTER

It is the module, which handles the user registration.
THE MASTER MAINTAINANCE: –

This module is for the online customer care master database
maintenance, So the customer care and online support is the
main aim of the whole project.
ONLINE COMPLAIN REGISTRATION

This module handles complains registration process and
complain registered by the authorized users against any
product or services. It automatically forward complains
registered to the authorized service provider or
administrator.
ONLINE COMPLAIN MANAGEMENT

This module handles complains registered by the
authorized users against any product or services and manages
complains or request automatically. It automatically forward
complains registered to the authorized service provider or
administrator.
ONLINE SUPPORT SERVICES

The online support services are the main module of the project
is will categories the all request and, lists all products,
services and other things.
ONLINE MONITORING SYSTEM

The monitoring of complains or requests are the main task of
the any service providing system. So in the proposed system
online monitoring will act as main module. It will monitor the
user request in context that how firstly or how much
efficiently the user is serviced.
THE PRODUCT DETAIL
This module contains the details of product, technical

specifications, catalog, manufacturing details, companies name
etc.
THE SERVICES DETAIL
This module contains the details of Services available for

product as well as other user level services.
TECHNICAL SPECIFICATIONS
This module contains all technical details that have to be

provided to the user frequently. All the service providers
have the right to access the module to get the technical
details.
ONLINE INTERACTION SERVICE THROUGH CHATTING
This module is one of the biggest of all and will contain many
sub modules basically dealing with interaction between end
user and customer care executive. This module contains the array
manipulation technology and frame based information
maintenance for a viable interactive chat system.
VALIDATION MASTER
As the asp.net technology is totally object oriented

technology so the global rules related to the validation are
specified in one modules which is being fired as a set of rule
whenever and wherever specified.
DOCUMENT MODELER
As the system need a proper interface so to have a common

professional and attractive interface this module fully
developed in XML style sheet is necessary to give the whole
web (broadly when at the client end can be called as the
document to give a proper interface).
LOCAL MAIL INTERACTION SUPPORT SYSTEM
The local mail interaction support system is basically used to

have the proper interaction between each executive of the site
through this mail box each executive can send and receive mail
at different terminal, so that to fulfill the criteria of an
interactive discussion system to support customer from all
ends.
A mailbox is generated and each user can send and receive mail
through that. To another user commanded by user id.
* Since the project is under study and creation. To
accomplish all the purposes sub module and function may
increase.
Site Summary
1 . MAIN PAGE: - home page of the site

2. REGISTERATION PAGE: - user registration page
3. LOGIN PAGE: - used for login to use the service provided by
the site
4. COMPLAIN REGISTRATION MAIN PAGE: -
5.PRODUCT MAIN PAGE.
6.SERVICES MAIN PAGE.
7. COMPLAIN MONITORING MAIN PAGE.
8. MASTER MAINTAINANCE LINK PAGE
1. USER MASTER
2. PRODUCT MASTER
3. SERVICES MASTER
4. SERVICE PROVIDER MASTER
4.AUTHORITY MASTER
5. STATE MASTER
6. COUNRY MASTER
7. PRODUCT SEARCH PAGE
9. SERVICES SEARCH PAGE.
10. PRODUCT SPECIFICATION PAGE.
11. SERVICES DETAIL PAGE
12. CONTROL PANEL
14. SERVICE PROVIDER INFORMATION PAGE
a. USER INFORMATION PAGE.
B. LOCAL MAIL PROMPTER
C. INBOX PAGES
D. MAIL COMPOSER
e. CHAT INTERACTION PAGES.
Most of the page, which are dynamically created when
the client request for the page using the robustness
of ASP.NET framework (VB.NET) blended with the
simplicity of HTML and versatility of XML.
Table Structure: There will be 16 tables, the form of the table with their structure is
described as under: -
Table 1: User Details
Field Name Data Type Description Key

constraint
Reg_No Numeric Registration No Alternate key
(unique) auto number
Title Nvarcar Title
Firstname Nvarchar First Name
Middlename Nvarchar Middle Name
Lastname Nvarchar Last Name
Sex Char
Address Nvarchar Address
City Nvarchar City
District Nvarchar District
State Char Stateid Foreign key
Country Nvarchar Countryid Foreign key
Register_As Char Register as id (User or Foreign key
Service Provider)
Register_for Char Register for id (Product Foreign key
or Services)
Zip Numeric Zip code
Email Nvarchar Email
Cell_no Nvarchar Cell
Phone Nvarchar Phone
Table 2: UserMaster
Field Name Data Description Key

constraint
Login_ID Nvarchar Login Name Primary key
Password Nvarchar Password
User_id NVarchar User ID Foreign key
Reg_time DateTime Registration Time
Auth_id varcar Authorization Id Foreign key
Table 3: ServiceProviderMaster
Field Name Data Description Key

constraint
Login_ID Nvarchar Login Name Primary key
Password Nvarchar Password
Provider_id Nvarchar Provider ID Foreign key
Auth_id Int Authorization Id Foreign key
Table 4: Product Details

constraint
Product_Id Int Product ID Primary key
Specification Int Product Spec.
Tech_Spec Nvarchar Tech. Spec of Product
Company Nvarchar Manufacturer
Table 5: Authorization

constraint
Auth_id Int Authorization ID Primary key
Auth_Label varchar Authorization Label
Auth_name Nvarchar Authorization Name
Table 6: Services Details

constraint
Service_Id Int Service ID Primary key
Service_name Nvarchar Service Name
Specification Int Product Spec.
Tech_Spec Nvarchar Tech. Spec of Product
Company Nvarchar Manufacturer
Service_Provi Nvarchar Service Provider Foreign Key
der
Table 7: Country

constraint
Countryid Int Country ID Primary key
Country varchar Country name
Table 8: State

constraint
Stateid Number Stateid Primary key Table 9:
State_name Varchar State Name RegisterAs
State_code Char Two Digit State Code
Country_id
Field Name Number
Data Countryid
Description Foreign key
Key constraint
Type
Id TinyInt Id Primary Key
Register_as Char Register as User/Service
Provider
Table 10: RegisterFor

Field Data Description Key
Name Type constraint
Id Tinyint Id Primary key
Registerfor Char Register for Product or
Services
Table 11: ServiceProvuiderDetails
Field Name Data Description Key constraint

Type
Provider_id Number Service provider unique ID Primary Key
Provider_N Nvarcha Service Name
ame r
Provider Nvarcha Details of Services Provider
_Details r
Table 12: ComplainMaster
Field Name Data Type Description Key constraint

Comp_id Number Complain ID Primary key
Comp_date DateTime Server Date Time
Comp_By Int User ID Foreign key
Comp_For Int Product/Service Foreign key
Comp_Det Nvarchar Details of Complain
ails
Comp_stat Char Open/Closed
us
Table 13: ServiceMaster
Field Name Data Type Description Key constraint

Serv_ID Number Service ID Primary key
Serv_date Date Time Server Date time
Comp_id Number Complain ID
Serv_By Number Provider ID Foreign key
Remarks Nvarchar Remarks on Service
Serv_type Int Product/Service Foreign key
Serv_status Char Open/Closed
Table 14: Login_Manager


constraint
Userid Nvarchar Login ID Foreign key
Login time Int Date and time of login Foreign Key
Logout time Int Date and time 0f logout Foreign Key
Authority char Name of the table from
where data was updated
Table 15: mail_Manager

constraint
Userid Nvarchar Login ID Foreign key
Mail id integer Primary key
Date_send Integer Date and time 0f logout Foreign Key
Whether Nvarchar Name of the table from
_read where data was fetched
Send_userid nvarchar The userid that send the Foreign key
mail
Table 16: mail box

constraint
Mailid integer Mailed Primary key
mail text Mail message
subject varchar Subject of the mail
TESTING AND VALIDATION CHECKS
Approach of web app testing adopts the basic principle for

all software testing and applies a strategy and tactics
that have been recommended for object oriented system .the
following steps summarizes the approach:
1. The content model for the web app is reviewed to uncover
errors.
This is like copyediting
2.The design model for the web application as reviewed to

uncover navigation error.
Use cases derived as part of the analyst activity, allow a web

Engineer to exercise each usage scenario against the
architectural and navigational design. These non-executable
test help uncover Error in navigation.
3. Selected processing component and web page is unit tested.
When web apps are considered, the concepts of the unit

changes, each web page encapsulated in itself content
navigation link as well As script, form and applet (processing
element). It is not always possible or practical to test each
of these characteristics individually.
4. The architecture is constructed and integration tests are

conducted.
The strategy for integration testing depends upon the
architecture that has been chosen for the web application.
5. The assembled web application is tested for overall

functionality and content delivery.
Like conventional validation, the validation of web based

systems and application focuses on user visible action and
user recognizable output from the system. To assist in the
derivation of validation tests the tester should draw upon
use cases the use cases provides a scenario that has high
likelihood of uncovering errors in user interaction
requirement.
6. The web application is implemented in a variety of
different environmental configuration and is tested for
compatibility with each configuration.
7. The web application is tested by controlled and monitored

population of end user.
Finally with the modular concept inside the application

it is being also tested for its Reliability:
The system reliability will be insured through data
integrity rules built into the database at the backend and
the system rules built into the front-end application. The
system will take assurance from the user before making any
changes permanent.
MAINTAINABILITY: The system has been designed taking care
of modularity. Faults in the system can be traced to
modules and thus
VALIDATION CHECKS
This will be as such to maintain consistent and persistent
information on the web when most of the time the project
has to deal with uploads so a minor error will down the
impression of the company.
Therefore, validation checks by software itself using the
flavors of JavaScript and manual checks are also necessary
as: -
1.Correct entry of data in the form.
2.Correct updating of question and with the most
suitable answer etc
SCOPE OF FUTURE APPLICATION
Software scope describes the data and control to be processed,

function performance, constraints, interfaces and reliability.
Function describes in the statement of scope are evaluated and
in some case refined to provide more detail prior to the
beginning of the estimation. Because both cost and schedule
estimates are functionally oriented, some degree of
decomposition is often useful.
We can implement easily this application. Reusability is
possible as and when we require in this application. We can
update it next version. We can add new features as and when
we require. There is flexibility in all the modules. Scope
of this document is to put down the requirements, clearly
identifying the information needed by the user, the source
of the information and outputs expected from the system.
FUTURE SCOPE
It is directly dependent on the lay stone of the project
that is we will have to design a system which when the time
passes having a better system initially should not become a
joke later.
It is highly likely that the scope will change as the web
application project moves forward; the web e-process model
should be incremental. This allows the development team to
“freeze” the scope for one increment so that an operational
web application release can be created. The next increment
may scope changes suggested by a review of the preceding
increment, but once the second increment commences, scope
is again frozen temporarily. This approach enables the Web-
App team to work without having to accommodate a continual
stream of changes but still recognizes the continuous
evolution characteristics of most web application. Besides
that, the following basic quality in the software always
safeguards the future scope of the software.
Reusability: Reusability is possible as and when we require

in this application. We can update it next version.
Reusable software reduces design, coding and testing cost
by amortizing effort over several designs. Reducing the
amount of code also simplifies understanding, which
increases the likelihood that the code is correct. We
follow up both types of reusability: Sharing of newly
written code within a project and reuse of previously
written code on new projects.
Extensibility: This software is extended in ways that its
original developers may not expect. The following
principles enhance extensibility like Hide data structure,
Avoid traversing multiple links or methods, Avoid case
statements on object type and distinguish public and
private operations.
Robustness: Its method is robust if it does not fail even

if it receives improper parameters. There is some
facilities like Protect against errors, Optimize after the
program runs, validate arguments and Avoid predefined
limits.
Understandability: A method is understandable if someone

other than the creator of the method can understand the
code (as well as the creator after a time lapse). We use
the method with small and coherent helps to accomplish
this.
Cost-effectiveness: Its cost is under the budget and make

within given time period. It is desirable to aim for a
system with a minimum cost subject to the condition that
it must satisfy all the requirements.
can be rectified easily. The entire source code is well
structured and commented to ensure clarity and readability.
Portability: since it is a internet based application so

its portability and usability depends upon the Clint
connected with the internet. The interface designed that is
the web page designing which is one of the major part of
web application because it is the first impression
regardless of the value of its contents interface should
must grab a potential user immediately
OVERVIEW OF THE DOCUMENT : -
This document contains the system and software

requirements in terms of what the system will be and what is
expected from the system. This will also highlight the system
behavior in terms of queries and reports generated by the
system. It contains the user characteristics, access controls,
assumptions, and dependencies on the system. The benefit of
the system: Reduce in overheads paper works, zero delays in
project completion, etc.
SECURITY MEASURES TAKEN

Security is the probability that the attack on a
System can be repelled. To make the SYSTEM FOR
ONLINE CUSTOMER QUERY HANDLING AND RESPONSE
Robust appropriate security measures have been
Taken:
1. Password protection is enabled in the software so
that only the authorized users can access the database.
2. Limited access is given to the database server so
that the data is not tampered with.
3. An integrated backup module is provided to the end-user

so that even a non-technical user can take daily and
month-end backups. These backups can later be used in the
event of a system crash.

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TABLE OF CONTENTS

Serial No. Contents

8. Number of Modules and its description.

TITLE OF THE PROJECT

SYSTEM FOR ONLINE

CRC is a newly established and growing

Moreover with the advent of the Internet technologies. World

The service sector in today’s world is the fastest growing

The project “SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING AND

The project “SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING AND

The objective of the project “SYSTEM FOR ONLINE CUSTOMER QUERY

• Providing an interactive user interface online by

 Minimizing the page download time and hence less

The overall objective is to develop The Online Customer Care

The undergoing project falls under Internet technologies &

Enhanced Performance. ASP.NET is compiled common language

World-Class Tool Support. The ASP.NET framework is

Power and Flexibility. Because ASP.NET is based on the common

Simplicity. ASP.NET makes it easy to perform common tasks,

Manageability. ASP.NET employs a text-based, hierarchical

Scalability and Availability. ASP.NET has been designed with

Customizability and Extensibility. ASP.NET delivers a well-

 Connection represents a physical connection to some data

The general concept behind a database is to handle information

• Ease of learning and use.

• More information at low cost.

• Accuracy and integrity.

• Recovery from failure.

In this way, S.Q.L server 2000 is one of the

The SQL server 2000 include following features

TOOLS AND PLATFORM OF THE PROJECT

Memory : 256 M.B., DDR. RAM.

Network Adapter :Ethernet Adaptor

Modem :56kbps Voice Fax Data

Secondary Storage : Hard Disk (40 G.B)

The software requirement specification (SRS) is very important

System analysis is the first step towards the software

Working Process of Proposed System

The User Registration & Login: -

Complain Registration Manager

• The user can register complain or request detail he/she

Complain Monitoring Manager

Control panel Display Registration display

/Request Search question

0 LEVAL. D.F.D. FOR SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING

Online Customer Care Database

Updating and retrieval

User Registration Process

Login User Id and password valid id message

Product Spec. Mailer

8. THE PRODUCT DETAIL

The modules descriptions are as follows

USER REGISTRATION MASTER

THE MASTER MAINTAINANCE: –

ONLINE COMPLAIN REGISTRATION

ONLINE COMPLAIN MANAGEMENT

ONLINE SUPPORT SERVICES

ONLINE MONITORING SYSTEM

THE PRODUCT DETAIL

This module contains the details of product, technical

THE SERVICES DETAIL

This module contains the details of Services available for

This module contains all technical details that have to be