Team 05

SnApp Voice Communication System

Client: Charles Zivko

Team Members:Divij Durve - IIV & VHarsh Mhatre - System/Software ArchitectKhyati Thakur - PrototyperMonica Varhale - Feasibility AnalystNikita Gupta - Project ManagerShlok Naik - Operational Concept ManagerShruti Gotmare - Life Cycle PlannerSushmaja Bondili - Requirements Engineer

Team

● Strengths:○ Client Communication○ Project understanding

● Weaknesses:○ Roles○ Team Cohesion

● Concerns:○ Schedule○ Technology

Team’s Strengths and Weaknesses

● Risks:○ Schedule - Reduce requirements○ LOS - Prototype

Team’s Strengths and Weaknesses

Call logger, Dialer, Call listening, incoming call handler - TwilioIssue: Lack of experience with the technology.

open win conditions:redirect to open agent, call conference, auto dialer

Communication via email

Required Ruby on rails - lacking

S/P Engineer Observation

System Purpose● Develop a voice communication system to be used in-house by the sales team

of SnApp-Dev. ● The voice communication system is an automation and enhancement of the

existing system that will lead to increased revenue for the client.● Unlike the current system which is time consuming and scattered requiring

more human effort, our system will simplify the workflow of the sales team by integrating all components into one place.

Operational Concept Description

Core Capability Transformations

Capabilities Current System New SystemRoles and Responsibilities

The current system has only the role of a sales agent.

Along with a sales agent, the new system will provide roles for sales managers and system admin (maintainer).

User Interactions The current system requires the user to interact with multiple different applications.

The new system will provide the user with different screens to interact with the system for different functionalities.

Infrastructure The current infrastructure for the system comprises of Skype, Five9 and Freedom Voice.

The new infrastructure will consist of the Voice Communication system built using Ruby on Rails and hosted on Heroku server which integrates with the SnApp CRM and the Twilio API.

Stakeholder Essentials and Amenities

The current system is used by sales agents to click-to-call, autodial, setup account and download logs.

The new system will be used by sales agents, sales managers and system admin to make calls, autodial, monitor and record calls, log call details, update lead information, and conference into calls.

Future Capabilities N/A The new system can be used by the company executives to gain better business insights by data analytics.

Benefits Chain

System Boundary

Capability Goals Priority Level

OC - 1: Log call detail information

Must have

OC - 2: Directly dial leads Must have

OC - 3: Conference into calls High

OC - 4: Provide voice-mailbox

Low

OC - 5: Auto dial from pool of leads

Very high

OC - 6: Listen to call recordings

Must have

OC - 7: Handle incoming calls

Nominal

System Capabilities

Organizational Goals:● Improve time and money savings● Improve sales monitoring and performance● Improve business insights via analytics

Constraints:● The system must run on Linux.● The system must be deployed on Heroku cloud.● The system must use PostgreSQL as the back-end database.● Ruby on Rails will be used as the development language and

platform.● Twilio must be used for enabling calling features.

Agreed WinWin Conditions:

Call Logger ● The system shall log call detail information so that we can pull

analytics on it. Priority: 0.87

Dialer ● As a sales agent I can click-to-call customers. Priority: 0.85

Capability and Project Requirements

Call listening ● As a sales manager, I can jump in to calls so that I can help close

the deal. Priority:0.75

● As a sales manager I can listen in on active calls so that I can assure quality. Priority: 0.75

Incoming call handler● The system shall route the customer to voicemail if no agent is

available. Priority: 0.73

Call recording● As a sales manager, I can use the recordings so that I can train

agents. Priority: 0.63● As a sales manager, I can listen to recordings so that I can assure

quality. Priority: 0.63

External system interface ● The system will be integrated with the SnApp CRM.

Tools/Languages ● The system interface will be built using HTML5, CSS,

Javascript, Bootstrap, jQuery.● The system shall be deployed Ruby on Rails. ● The system shall run on Linux.● The system shall use Twilio API for voip.● The system shall log data in PostgreSQL.

Potential Agreed Win Condition:

Call Conferencing● As a sales agent, I can quickly and easily request the conference call of a

manager so that I can close a sale.

Dialer ● As a sales agent I can auto dial customers so that I save time

Incoming call handler● The system shall make sure the incoming call is assigned to a back up

agent if the primary agent is unavailable so that less customers go to voicemail

Level of Service:

● Efficiency: The system should be able to route calls within a 2 seconds to a open agent. Priority:0.85

● Scalability: The system should be able to handle 200 simultaneous incoming and outgoing calls. Priority:0.57

● Scope: The auto dialer should be able to make 10 simultaneous calls to find an available customer for the agent.Priority:0.12

○ Provide direct dialling○ Provide autodialing○ Provide conferencing○ Handle callbacks from customers○ Log call details

❏ Integration with the CRM

❏ Log all necessary data in standard format for analytic engines

Risk Items Prototyped

❏ Buying Information○ Prototyping

○Twilio API satisfy requirements○CRM integrates with Twilio API

❏ Risk Reduction○ Incremental Development○ Test in phases rather than at the end

Risk Mitigation Strategy

Prototyping ResultsTwilio integrated with CRM and being used to make calls.

Prototyping ResultsCall logs being retrieved in the CRM via Twilio.

Architecture

● A web browser on the SnApp workstations is used to access the VCS application, that is deployed on Heroku Cloud.

● The application routes calls to and from customers / leads via Twilio API.

Internet InternetMobile andLandline

Service Providers

Company Organization and Roles

Logical Architecture

Technical Architecture (MVC)

Project Plan

Development phase

Duration: 10/15/14 – 11/25/14

Concept: In this phase, the development team will identify the necessary functionalities of the system and design mockups for each functionality. After the prototypes are done, the team will start developing the system. Each member of the team will develop a particular module and perform unit test for that module. At the end of the development, the team will perform integration and system testing.

Deliverable:Operations Commitment package, Transition package, Core capability report, initial operational capability, evaluation documents

Milestone: Transition Readiness Review, Core Capability Drivethrough

Strategy: Development and testing

Life Cycle Strategy - Development phase

Transition increment

Duration: 11/14/14 – 11/25/14

Concept: In this stage, the development team will push the source code base on the gitlab and deploy along with the app on Heroku. The team will also train Charles about the usability of the system who will in turn train his company employees who will use the system .

Deliverable: Operational Commitment Review Package, Transition package, Source code

Milestone: Operation Commitment Review

Strategy: Deployment, Training, and Transition

Life Cycle Strategy - transition increment

Key Stakeholder Responsibility

● Bi-weekly project report

● Bi-weekly project plan

● Weekly team meetings for planning and review

● Weekly client meetings for feedback

● Reporting on and monitoring Bugzilla

● Gitlab to manage the workspace for our project

● Win-book and Google Drive

Tools for monitoring project progress

Methods, tools and facilities

● Estimated CSCI577a Effort: 8 team members at 8hrs/week for 12 weeks

● Total estimated effort: 768 hours

● Budget information: $1000

● Project duration: 12 weeks (Fall 2014)

● Component modules in your development project: Call Monitoring (Call Recording, Listening, Conferencing), Auto-dialer, Incoming call handling, Direct dialer, Auto-provisioning

● Programming language used: Ruby on Rails, HTML, CSS, JavaScript

Resource Estimation

Scale factors

Cost Drivers

COINCOMO Result

Feasibility EvidenceBusiness Case Analysis

Benefit Analysis

● Deployment of system in operation phase and training

- Installation & Deployment [5 hrs * 3 times * 2 people]

- Training & Support [5 hrs * 2 times * 2 people]

● Maintenance phase

-Maintenance[3 hr/week * 52 weeks]

Cost Analysis

ROI Analysis

● Lack of time for rigorous testing● Call Routing efficiency of 2 seconds implementation● Scalability of handling 200 incoming and outgoing calls● The Auto-dialer scope of dialing 10 simultaneous calls

Risks in Voice Communication System

Capability Feasibility

LOS Feasibility

PersonaSales Agent, SnApp

Jennifer Lawrence

Basic DemographicAge : 25Occupation : Sales Agent,SnAppHomeTown : Los AngelesMarital Status : Single

Description

She has a degree in marketing from Marshall

school of business. She loves to talk and make

friends.

Attributes

Excellent convincing skillsGood negotiation skillsCharming and attractiveCompetitive

User Scenario

She has been working in SnApp since 4 months now. She is very competitive and does not like to waste time at work. She feels that a lot of her time gets wasted when she has to switch between skype and five 9 just to make calls to the customers and update lead status. She feels that a new VCS system would significantly increase her performance at work and boost SnApp’s profits.

David Beckham

Basic DemographicAge : 36Occupation : Sales Manager,SnAppHomeTown : New YorkMarital Status : Married

Description

He was born in New York. He loves

travelling and meeting new people.

Attributes

Excellent leadership qualitiesAlways smiling Very polite and a quick learner

User Scenario

He is a CS graduate from NYU. After his graduation he worked in IBM as a sr. software developer for 7 years. He wanted to apply his work experience and leadership qualities to build a new company so he got into SnApp as a sales manager. He knows that every company has to monitor the performance of its employees and he feels that SnApp needs a VCS that would not only handle calls but also process call data to extract business analytics to make better business decisions.

PersonaSales Manager, SnApp

Andre Agassi

Basic DemographicAge : 42Occupation : Super Admin for VCS (SnApp CTO)HomeTown : San FranciscoMarital Status : Married

DescriptionHe has a graduate

degree in computer science from UCLA. He

loves coding and spending time with his

family

Attributes

Excellent programming skillsloves to take up new projects

User ScenarioHe is a CS graduate from UCLA. He has been a freelance web/mobile developer. He has worked for many startups and he particularly liked the work that SnApp does. He has been developing mobile application for SnApp’s clients and monitoring SnApp’s profits. He has got to a conclusion that SnApp needs a VCS that would make everyone’s jobs easier and help monitor SnApp’s growth and profits because he feels that it is very difficult to track agents profiles or manager’s progress with the current system

PersonaCompany Executive, SnApp

Chris Markus

Basic DemographicAge : 50Occupation :VP of ArchstoneHomeTown : Los AngelesMarital Status : Married

DescriptionHe is a MBA from USC

Marshall school of business.He loves reading business

articles and spending time with his pets.

Attributes

Excellent business skillsExcellent leadership skills

User ScenarioHe has an established real estate company. He is looking forward to expand his business among the mobile users and thus needs a mobile app for his company which will help him in expanding his business among mobile users.

PersonaVice President, Archstone

Emily Smith

Basic DemographicAge : 28Occupation :Founder of Estate Corp.HomeTown : San JoseMarital Status : Single

DescriptionShe is born in

California. She is passinate about

providing affordable housing to locals.

Attributes

Excellent management skillsExcellent communication skills

User ScenarioShe is a MBA from NYU’s Stem school of business. She has started her startup real estate company. She wants to expand her company’s business and make more profits soon. She feels that a mobile app for her company will help her in expanding her business quickly.

PersonaFounder, Estate Corp.

Traceability Matrix

Quality Focal Point

OCD WinWin Agreement SSAD Test Case

OC-1 WC_3225 ATF-9,UC-8 TC-04-01

OC-2 WC_3222 ATF-8,UC-1,UC-2 TC-01-01

OC-3 WC_3230 ATF-8,UC-4,UC-5 TC-02-01,TC-02-02

OC-4 ------- ATF-1,ATF-2 TC-03-01

OC-5 WC_3223,WC_3224 ATF-8,UC-3 TC-01-02

OC-6 WC_3226,WC_3227 ATF-10,UC-7,UC-8 TC-04-01

OC-7 WC_3231,WC_3233 ATF-8,UC-6 TC-03-01,TC-03-02

Defect Management

● Defect Prevention○ Personnel Training○ Win-Win Negotiations

● Defect Detection○ Pair Programming with Peer Review

● Defect Removal○ Desk Checking by Developers○ Unit, Integration, System and Acceptance Testing

● Defect Tracking○ Bugzilla○ Progress Report

Types of Testing:● Unit Testing● System Testing● Acceptance Testing

Test Plan

Test Strategies:● Integration order-of-build● Value-based test prioritization● Requirements-test traceability● User environment simulation

Completion Criteria: Sales agent can call a particular lead by clicking on ‘click to call’ button

Test case 1: Sales agent clicks on a lead’s name to dial his number. A screen with his information opens up and a call is made to the lead.

Acceptance Test CasesDirect Calling

Completion Criteria: Each sales agent is able to autodial leads from the pool of leads assigned to him.

Test case 1: When the agent clicks on auto-dial , the system should automatically start autodialing leads from his pool of leads.Test case 2: If more than one user picks up the call, one of those users will go to voicemail on the basis of who picks the call first.

Acceptance Test CasesAuto-dialing

Completion Criteria: Manager is able to join in on conference

Test case 1: When the agent clicks on auto-dial , the system should automatically start autodialing leads from his pool of leads.Test case 2: If more than one user picks up the call, one of those users will go to voicemail on the basis of who picks the call first.

Acceptance Test CasesConferencing

Completion Criteria: When customer calls, the call is connected to the assigned sales agent; if the sales agent is not available the call goes to voicemail.

Test case 1: When customer calls and his agent is available, the specific agent picks up.Test case 2: When customer calls and agent is not available, the call goes to his voicemail.

Acceptance Test CasesIncoming Call Handling

Completion Criteria: All calls are recorded and their detail information is stored in a database for access in the future.

Test case 1: Every active call is recorded. Every time a call is completed we store all call detail information and the recording in the database.

Acceptance Test CasesCall Logging

Thank You!