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SOFTWARE DESIGN DOCUMENTCHILD HELPLINE SYSTEM29th June, 2018.Document version: 1.0Document release date: 29th June 2018Document ApprovalNAMEDATESIGNATUREPrepared by :P. KihoroH. KemboiS. RugendoB. MbaiP. Mithamo29nd June 2018Checked by:P. KihoroQuality control by:Approved by:J. NgangaChange Control History VERSIONDATE AUTHOR DESCRIPTION Table of Contents TOC \o "1-3" \h \z \u 1. Introduction PAGEREF _Toc518043483 \h 5Purpose PAGEREF _Toc518043484 \h 5Scope PAGEREF _Toc518043485 \h 5Reference documents PAGEREF _Toc518043486 \h 6Abbreviations and acronyms PAGEREF _Toc518043487 \h 62. Scope of Release PAGEREF _Toc518043488 \h 73. System Architecture PAGEREF _Toc518043489 \h 8System Architecture Overview PAGEREF _Toc518043490 \h 8System Choice of Technology PAGEREF _Toc518043491 \h 8Platform PAGEREF _Toc518043492 \h 8Servers PAGEREF _Toc518043493 \h 9Telephony Integration PAGEREF _Toc518043494 \h 9Databases PAGEREF _Toc518043495 \h 9SMS Gateway PAGEREF _Toc518043496 \h 9Version Control PAGEREF _Toc518043497 \h 9API Support PAGEREF _Toc518043498 \h 9Protocol Support PAGEREF _Toc518043499 \h 10Platform Advantages PAGEREF _Toc518043500 \h 11Nginx PAGEREF _Toc518043501 \h 11Python/ Django web framework PAGEREF _Toc518043502 \h 11Linux PAGEREF _Toc518043503 \h 11PostgreSQL PAGEREF _Toc518043504 \h 11Asterisk PAGEREF _Toc518043505 \h 11RapidPRO PAGEREF _Toc518043506 \h 12Jasmin PAGEREF _Toc518043507 \h 124. System Design PAGEREF _Toc518043508 \h 13Overall System Flow Design PAGEREF _Toc518043509 \h 13Module 1: Case Registration PAGEREF _Toc518043510 \h 14Flow PAGEREF _Toc518043511 \h 14Description PAGEREF _Toc518043512 \h 14Module 2: Case Management Form PAGEREF _Toc518043513 \h 16Mockup PAGEREF _Toc518043514 \h 16Flow PAGEREF _Toc518043515 \h 26Description PAGEREF _Toc518043516 \h 26Module 3: Quality Analysis (QA) Module PAGEREF _Toc518043517 \h 27Mockup PAGEREF _Toc518043518 \h 27Flow PAGEREF _Toc518043519 \h 28Description PAGEREF _Toc518043520 \h 28Module 4: Escalated Cases / Referral / Follow up Cases PAGEREF _Toc518043522 \h 30Mockup PAGEREF _Toc518043523 \h 30Flow PAGEREF _Toc518043524 \h 31Description PAGEREF _Toc518043525 \h 31Module 5: Reporting Module PAGEREF _Toc518043526 \h 32Mockup PAGEREF _Toc518043527 \h 32Flow PAGEREF _Toc518043528 \h 34Description PAGEREF _Toc518043529 \h 34Module 6: Dashboards PAGEREF _Toc518043533 \h 36Mockup PAGEREF _Toc518043534 \h 36Description PAGEREF _Toc518043535 \h 40Module 7: Additional Communication Channels PAGEREF _Toc518043536 \h 42Mobile App PAGEREF _Toc518043537 \h 42Tele-working PAGEREF _Toc518043538 \h 42Office Line Module PAGEREF _Toc518043539 \h 42Database Architectural Design PAGEREF _Toc518043540 \h 435. Deployment PAGEREF _Toc518043541 \h 45Hardware requirements PAGEREF _Toc518043542 \h 45High availability PAGEREF _Toc518043543 \h 45Application High Availability PAGEREF _Toc518043544 \h 45Virtual Machine High Availability PAGEREF _Toc518043545 \h 45Data backup (in country govt. cloud replication/off site backup storage) PAGEREF _Toc518043546 \h 46Scalability PAGEREF _Toc518043547 \h 47Number of channels available PAGEREF _Toc518043548 \h 47Codec Used PAGEREF _Toc518043549 \h 47Number of agents PAGEREF _Toc518043550 \h 48Hardware Resources PAGEREF _Toc518043551 \h 48Deployment view PAGEREF _Toc518043552 \h 49E1 Network Architecture PAGEREF _Toc518043553 \h 49PBX Network Architecture PAGEREF _Toc518043554 \h 50SIP Trunk Network Architecture PAGEREF _Toc518043555 \h 51SDD Signoff PAGEREF _Toc518043556 \h 521. IntroductionPurpose This document defines the Child Helpline system design in the scope of FRD and TOR. It is a written description of the Child Helpline system, in order to give the software development team overall guidance to the architecture of the software project.ScopeChild Helpline International is a collective impact organization working to defend the rights of children and youth worldwide. The network consists of 181 member organizations operating in 147 countries around the world (December 2017). Since its founding in 2003, it has supported the creation of new child helplines and strengthened the network by sharing what has been learned from the best of them, with all of them. Child Helpline International has partnered with UNICEF’s Eastern and Southern Africa Regional Office (ESARO) to support child helplines in the Eastern and Southern Africa (ESA) region. This collaboration aims to improve call response mechanisms, case management and referral of cases. In the last 2-3 years UNICEF ESARO in its role of technical support and coordination realized that a number of Child Helplines in the region are faced with similar challenges. ESARO in collaboration with COs’, assessed the various Helplines used within these 3 countries and identified similarities in processes and platforms, estimating that there is a 60-80 percent overlap. It is proposed that under the technical guidance of ESARO, a modular and replicable generic Helpline system is developed and thereafter customized for Kenya, Tanzania and Uganda for their own country specific context. The core components of the Helpline platform, common across nearly all countries is referred to as the Generic Helpline System. Some of these common features will include Case Registration, Case Management, escalation and follow-up procedures.This document is the Design Approach Document for the Child Helpline system. The purpose of this document is to present a comprehensive architectural overview / the technical details of the Child Helpline system components and more specifically: The definition of system architecture, components, classes, their attributes and methods that will implement the requested functionality. The database system design including the definition of database tables, table relations, table fields. It shall be noted that the form interface design of the Child Helpline web applications is defined in the corresponding mockups. It presents a number of different architectural views to depict different aspects of the system. It is intended to capture and convey the significant architectural decisions which have been made on the system. The primary intended audience of this document are system designers and system builders. The document intents to provide the members of the Child Helpline project a unified view of the technical details of the system design to be followed during the development of the respective application. Reference documentsId Reference Title Version R1 TORTOR1.0 R2 FRD Functional Requirement Document - Child Helpline & Gender Based Violence1.0 Abbreviations and acronymsAcronymsESAREast and Southern Africa RegionCOCountry OfficeSDGSustainable Development GoalsVANEViolence, Abuse, Neglect, and ExploitationVAC Violence Against ChildrenVAWG Violence Against Women and GirlsCMSCase Management SystemIEBCIndependent Electoral and Boundaries CommissionCRMContact Management SystemSMSShort messaging ServiceFRDFunctional Requirement DocumentMNO Mobile Network OperatorSysAdminSystems AdministratorTATTurn Around TimePRSPPremium Rate Service Provider2. Scope of ReleaseDevelop Generic Help Line with the following modules Module1: Case Registration:Walk – In CasesWeb-Online FormCalls Module2: Case Management Form: Case Capture work flowCase Reporter’s DetailsPerpetrator DetailsServices OfferedCase ActionModule 3: Quality Analysis (QA) Module: Monitoring FormQuality Analysis ProcedureModule 4: Escalated Cases / Referral / Follow up Cases: Case Escalation / Referral ProcedureModule 5: Reporting Module: Reporting CapabilitiesPivot Reports Comprehensive Reports Types of ReportReports Automation Module 6: Dashboards:Resources Presence StatusCounselor Login PageCounselor CasesAdministrator DashboardSupervisor DashboardModule 7: Additional Communication Channels:SMSChat integrationMobile AppTele-working External Web InterfaceOffice Line Module3. System ArchitectureSystem Architecture Overview System Choice of TechnologyBelow are the technology requirements for the new helpline system.We have focused on both scalability and ease of use in this version. PlatformNginxPythonLinux (Ubuntu)PostgreSQLAsteriskRapidPROServersNginx is used for caching, proxy and load balancingA Python application server, using gunicorn and Nginx as a proxy.Application server talks to PostgreSQL database and other information sources, such as APIs, to get all the data and formats the html pages.Row level caching using Redis.RabbitMQ Advanced Message Queuing Telephony IntegrationTelephony integration will be handled by AsteriskThe Python app will talk to the telephony PBXs using APIs such as Asterisk AMI, AGI and ARI.Asterisk will be the choice for deployments for its’ mature PSTN integration features.DatabasesDatabase connections to be handled by Django’s ORM. Django attempts to support as many features as possible on all database back ends. That said not all databases are alike, features used by Helpline will have to be supported by the following main backend:PostgreSQL Database replication will also be supported as the databases functionality can be split from the web and telephony servers.SMS GatewaySMS functionality and integration with other Mobile Network Operators will support the following gateway:JasminRapidPRO will be used to handle SMS Functionality.Version ControlSource Code Management will be done on Git.Github is the primary source code-hosting platform.API SupportREST API will be the primary API Integrations method with other systems. JavaScript Object Notation (JSON) objects will be the supported API message structure. Currently the application UI is not RESTful. It utilizes Django’s templating engine. RESTul features will be advanced with time. We will leverage existing javascript front-end frameworks, such as AngularJS.Protocol SupportThe following protocols are supported by the system to achieve various goals:SIP- Telephony integration and voice will use the SIP protocol. This means that any SoftPhone client or PBX has to be compliant with this protocol.XMPP - EJabberd is the choice XMPP ServerHTTP – Use web servers such as Apache and Nginx. Web browser support is also available to all modern web browers.SMTP – Sending out emails from the application will require an active SMTP Service.POP – For the inbound email ether POP or IMAP will be required. IMAP – Helpdesk email integration will use either IMAP or POPSMPP – Supported through SMPP Servers such as Kannel or JasminPlatform AdvantagesNginxNginx is favored due to its light-weight resource utilization and its ability to scale easily on minimal hardware.Nginx excels at serving static content quickly and is designed to pass dynamic requests off to other software, in our case Gunicorn and Python.Nginx was created to be both a web server and a proxy server. The proxy server functionality is ideal for a high availability environment where load balancing is important.Python/ Django web frameworkDjango is easily the most popular web framework for Python. It’s catch phrase being “the web framework for perfectionists with deadlines”Using Django allows us to leverage the advantages of python. Python has been the most popular development language for several years.We are also able to leverage on existing projects. Some of these projects include: RapidSMS, RapidPro, FormHub, Onadata, U-Report among many others.Because of the structured way of working with web frameworks we are able to add more team members and reduce the entry barrier.LinuxWe chose Linux because it was open source and gave us freedom. Linux is known as free as there is no license cost tied to using it. We chose the Ubuntu Linux distribution, based on Debian. This gave us a mix of both reliability and quick updates cycles that were not present in other distributions such as CentOS.Although it should be noted that we support all Debian distributions and Linux based distributions in general.PostgreSQLPostgreSQL or simply postgres come with some unique advantages.Some modules such as PostGIS and other unique extensions are not readily available and as mature as they are in Postgres.We also leverage on PostgreSQL’s rich feature set and modules for our work.AsteriskAsterisk has advantages over other software based PBX systems in that it’s open source and has a mature code base. This is especially clear when it comes to PSTN integration.We are also able to have many calls on minimum hardware requirements.RapidPRORapidPRO is a free and open source framework designed?to send and receive data using basic mobile phones, manage complex workflows, automate analysis and present data in real-time. Using RapidPRO we are able to leverage the applications rich feature set for interactive messaging.JasminJasmin was chosen due to it’s allowance for high customization. Jasmin is also relatively easy to integrate with Python, our primary programing language. Communication with Jasmin will be handled by RapidPRO through the Jasmin Gateway channel4. System Design Overall System Flow DesignModule 1: Case RegistrationFlow Description This module will cater for: Walk-inClients or the reporters who access through the counselling center and can walk-in into the premises and report the case. During Walk-in, the client or reporter can be reporting the case for the 1st time or might be following up on a previous case which has already been registered. Note that the walk-in form will be used for the following unstructured communications:ChatEmailsSMSSocial Media Web Online formClients or the reporters who access through internet and would like to raise a complaint through the Child Helpline / GBV web portal. Web Online form will be structured meaning that all fields will be pre-defined with Mandatory fields properly defined for the online client. This will ensure that data received from a Web Online report will be usable in the Case Management system to easily create a case. CallsClients or the reporters who access through calling the Toll free phone numbers (hotlines). Calls can be transferred within the call center while at the same time the supervisor can be able to barge into an ongoing call to listen in or give some inputs to both partiesModule 2: Case Management FormMockupCase Reporter’s Details: - 038100Fields To be CapturedActionsCapturing FeaturesWhat is Your NameIf wants to keep the name Discreet, select the option and none of the other details to be filled will be populated of the reporter. By default the system will have ‘YES’Text BoxGenderMale/ female / UnclearDrop BoxLanguage SpokenDrop down & Text Box for othersAgeMust be asked if Major or MinorText Box – for ageDrop Down – For age BracketCalendar – For exact DOBProfession:Text BoxAddress 1 - Street Name /ERF no / Homestead?Text BoxAddress 2 - Suburb / Location?Text BoxAddress 3 - Town?Drop DownAddress 4- Region?Drop DownAddress 5 - District?Drop DownContact Information - Same Nos / Alternative nosText BoxTribe?Drop Down with Others as Text BoxNationalityDefault UgandanDrop Down with Others as Text BoxNational Id nos?Text BoxE-Mail IDRequired for Web Chat, Web Online registration, etcText Box@.com0Fields To be CapturedActionsCapturing FeaturesWhat is Your NameIf wants to keep the name Discreet, select the option and none of the other details to be filled will be populated of the reporter. By default the system will have ‘YES’Text BoxGenderMale/ female / UnclearDrop BoxLanguage SpokenDrop down & Text Box for othersAgeMust be asked if Major or MinorText Box – for ageDrop Down – For age BracketCalendar – For exact DOBProfession:Text BoxAddress 1 - Street Name /ERF no / Homestead?Text BoxAddress 2 - Suburb / Location?Text BoxAddress 3 - Town?Drop DownAddress 4- Region?Drop DownAddress 5 - District?Drop DownContact Information - Same Nos / Alternative nosText BoxTribe?Drop Down with Others as Text BoxNationalityDefault UgandanDrop Down with Others as Text BoxNational Id nos?Text BoxE-Mail IDRequired for Web Chat, Web Online registration, etcText Box@.comCase Category: - -571500123190Fields To be CapturedActionsCapturing FeaturesCase CategoryChild AbuseGender Based ViolenceCounselingInformation & EnquiryFollow upDrop Down – Radio button to choose multiple optionChild AbuseGender Based ViolenceSub CategoryDrop Down – List of Abuses and Gender Based Violence. (Other – Text Box) CounselingSub CategoryDrop Down – List of Counseling. (Other – Text Box)Information & EnquirySub CategoryDrop Down – List of Information & Enquiry. (Other – Text Box)Follow upHistory with case id Search Button – Case id nos or other detailsAre you the ClientIf Yes, all the details of the reporter will be replicated as Client details. If No, Client details need to be captured. Yes or No – Radio ButtonYESIf Yes, all the details of the reporter will be replicated as Client details. NOIf No, Client details need to be captured.What is your relationship with the clientList of all relationsDrop down Client NameText BoxGenderMale/ female / UnclearDrop BoxLanguage SpokenDrop down & Text Box for othersAgeMust be asked if Major or MinorText Box – for ageDrop Down – For age BracketCalendar – For exact DOBProfession:Text BoxDo you have the same address as the client?If Yes, all the details of the reporter address will be replicated as Client details. If No, Client’s address details need to be captured.Yes or No – Radio ButtonNOIf No, Client’s address details need to be captured.Address 1 - Street Name /ERF no / Homestead?Text BoxAddress 2 - Suburb / Location?Text BoxAddress 3 - Town?Drop DownAddress 4- Region?Drop DownAddress 5 - District?Drop DownContact Information - Same Nos / Alternative nosText BoxTribe?Drop Down with Others as Text BoxNationalityDefault UgandanDrop Down with Others as Text BoxNational Id nos?Text Box00Fields To be CapturedActionsCapturing FeaturesCase CategoryChild AbuseGender Based ViolenceCounselingInformation & EnquiryFollow upDrop Down – Radio button to choose multiple optionChild AbuseGender Based ViolenceSub CategoryDrop Down – List of Abuses and Gender Based Violence. (Other – Text Box) CounselingSub CategoryDrop Down – List of Counseling. (Other – Text Box)Information & EnquirySub CategoryDrop Down – List of Information & Enquiry. (Other – Text Box)Follow upHistory with case id Search Button – Case id nos or other detailsAre you the ClientIf Yes, all the details of the reporter will be replicated as Client details. If No, Client details need to be captured. Yes or No – Radio ButtonYESIf Yes, all the details of the reporter will be replicated as Client details. NOIf No, Client details need to be captured.What is your relationship with the clientList of all relationsDrop down Client NameText BoxGenderMale/ female / UnclearDrop BoxLanguage SpokenDrop down & Text Box for othersAgeMust be asked if Major or MinorText Box – for ageDrop Down – For age BracketCalendar – For exact DOBProfession:Text BoxDo you have the same address as the client?If Yes, all the details of the reporter address will be replicated as Client details. If No, Client’s address details need to be captured.Yes or No – Radio ButtonNOIf No, Client’s address details need to be captured.Address 1 - Street Name /ERF no / Homestead?Text BoxAddress 2 - Suburb / Location?Text BoxAddress 3 - Town?Drop DownAddress 4- Region?Drop DownAddress 5 - District?Drop DownContact Information - Same Nos / Alternative nosText BoxTribe?Drop Down with Others as Text BoxNationalityDefault UgandanDrop Down with Others as Text BoxNational Id nos?Text Box1504950923511Save and Proceed00Save and ProceedOther Client Details: - -47625141606Fields To be CapturedActionsCapturing FeaturesIs the Client Disabled Yes Or NoDrop Down - If Yes, comment box to capture the details of disabilityWhat is the client HIV/AIDS status?Positive / Negative / UnknownDrop DownGBV / HIV / Child AbuseCheck Boxes for Multiple issues What is the client's household type?Single HeadedSingle ParentBoth ParentGrand ParentsGuardianOthersUnknownDrop Down – For Others a text BoxHow many children are in the household?Text BoxHow many adults are in the household?Text BoxWhat is the occupation of the household head?Small Scale BusinessLarge Scale BusinessPublic ServantCasual LaborerNGO WorkersOthersDrop Down Is the client attending school?If Yes, all the details of the School will be required. If No, last level of education is requiredYes or No – Radio ButtonYESWhat is the name of the school?Text BoxWhat is the school type?Public BoardingPrivate BoardingPublic DayPrivate DayNoneDrop DownWhat class is the client?Primary, SecondaryTertiary – In details Drop DownHow is the client's school attendance?Consistent,Inconsistent UnknownDrop Down0Fields To be CapturedActionsCapturing FeaturesIs the Client Disabled Yes Or NoDrop Down - If Yes, comment box to capture the details of disabilityWhat is the client HIV/AIDS status?Positive / Negative / UnknownDrop DownGBV / HIV / Child AbuseCheck Boxes for Multiple issues What is the client's household type?Single HeadedSingle ParentBoth ParentGrand ParentsGuardianOthersUnknownDrop Down – For Others a text BoxHow many children are in the household?Text BoxHow many adults are in the household?Text BoxWhat is the occupation of the household head?Small Scale BusinessLarge Scale BusinessPublic ServantCasual LaborerNGO WorkersOthersDrop Down Is the client attending school?If Yes, all the details of the School will be required. If No, last level of education is requiredYes or No – Radio ButtonYESWhat is the name of the school?Text BoxWhat is the school type?Public BoardingPrivate BoardingPublic DayPrivate DayNoneDrop DownWhat class is the client?Primary, SecondaryTertiary – In details Drop DownHow is the client's school attendance?Consistent,Inconsistent UnknownDrop Down9525-609600What is the reason for the attendance?Text BoxWhat is the address of the school?Text BoxWhat is school level attained?Pre- PrimaryPrimarySecondaryTertiaryDrop DownTo report more cases from the same placeAll the details will be replicated and will be in Grey editable format, once made changes and saved the colour of the information will become blackAdd buttonGBV CasesMarriedYes/NoDrop DownSpouse Name if Married - If Yes, previous questionText BoxProfession:Extensive details of the profession needs to be provided Drop Down or Comments box0What is the reason for the attendance?Text BoxWhat is the address of the school?Text BoxWhat is school level attained?Pre- PrimaryPrimarySecondaryTertiaryDrop DownTo report more cases from the same placeAll the details will be replicated and will be in Grey editable format, once made changes and saved the colour of the information will become blackAdd buttonGBV CasesMarriedYes/NoDrop DownSpouse Name if Married - If Yes, previous questionText BoxProfession:Extensive details of the profession needs to be provided Drop Down or Comments boxPerpetrator Details: - -50482533020Fields To be CapturedActionsCapturing FeaturesIs the client abused?Yes / No / MaybeIf Yes or Maybe, further details are required If No, just indicates Save & Proceed. Add button – For Perpetrator details for further if the counselling leads to this stageDrop DownAdd Button If Selected YES or MaybeAbuse Category will get populatedAbuse CategoryAbductionEmotional AbuseExposure to Criminal ViolenceExposure to Domestic ViolenceCriminal AbuseMurderGBVDrop Down0Fields To be CapturedActionsCapturing FeaturesIs the client abused?Yes / No / MaybeIf Yes or Maybe, further details are required If No, just indicates Save & Proceed. Add button – For Perpetrator details for further if the counselling leads to this stageDrop DownAdd Button If Selected YES or MaybeAbuse Category will get populatedAbuse CategoryAbductionEmotional AbuseExposure to Criminal ViolenceExposure to Domestic ViolenceCriminal AbuseMurderGBVDrop Down-476250-38100Capture the details of Perpetrator/suspect.Fields To be CapturedActionsCapturing FeaturesIs perpetrator known?YES OR NO, If Yes, Details are required mentioned belowIf NO, the screen ends by Save & ProceedDrop DownName:?Text BoxGender:Male / Female / UnknownDrop DownAge:?Or Age RangeText Box or Age range drop downFather's Name / Mother's name / Guardian’s name?Drop Down with selection - Text BoxesRelation with Client :?List of relations will be mentionedDrop Down & Text BoxAddress 1 - Street Name /ERF no / Homestead?Text BoxAddress 2 - Suburb / Location?Text BoxAddress 3 - Town?Drop DownAddress 4- Region?Drop DownAddress 5 - District?Drop DownContact details?Text BoxWhat is the perpetrator's health status?HealthyMildly SickChronically illDepressiveHIV PositiveDrunkardOthers UnknownDrop down with Check Button and Text box for OthersAny other details:?Text BoxTribe?Drop Down with Others as Text BoxNationalityDefault UgandanDrop Down with Others as Text BoxAnother Perpetrator?Add Button for multiple PerpetratorWitness if any: Yes / NoIf YesName?Text Box0Capture the details of Perpetrator/suspect.Fields To be CapturedActionsCapturing FeaturesIs perpetrator known?YES OR NO, If Yes, Details are required mentioned belowIf NO, the screen ends by Save & ProceedDrop DownName:?Text BoxGender:Male / Female / UnknownDrop DownAge:?Or Age RangeText Box or Age range drop downFather's Name / Mother's name / Guardian’s name?Drop Down with selection - Text BoxesRelation with Client :?List of relations will be mentionedDrop Down & Text BoxAddress 1 - Street Name /ERF no / Homestead?Text BoxAddress 2 - Suburb / Location?Text BoxAddress 3 - Town?Drop DownAddress 4- Region?Drop DownAddress 5 - District?Drop DownContact details?Text BoxWhat is the perpetrator's health status?HealthyMildly SickChronically illDepressiveHIV PositiveDrunkardOthers UnknownDrop down with Check Button and Text box for OthersAny other details:?Text BoxTribe?Drop Down with Others as Text BoxNationalityDefault UgandanDrop Down with Others as Text BoxAnother Perpetrator?Add Button for multiple PerpetratorWitness if any: Yes / NoIf YesName?Text Box-276225-38100Name?Text BoxRelationship?FatherMotherBrotherSisterUncleAuntNephewNieceTeacherNeighborUnknownDrop Down & Text BoxAge?Age or Age RangeText BoxIf Adult – Marital StatusMarriedSingleDivorcedCohabitingWidowedUnknownDrop Down & Text BoxContact details?Text BoxDoes the perpetrator share household with client?YES or NODrop BoxIs there any additional details on perpetrator?More informationText Box00Name?Text BoxRelationship?FatherMotherBrotherSisterUncleAuntNephewNieceTeacherNeighborUnknownDrop Down & Text BoxAge?Age or Age RangeText BoxIf Adult – Marital StatusMarriedSingleDivorcedCohabitingWidowedUnknownDrop Down & Text BoxContact details?Text BoxDoes the perpetrator share household with client?YES or NODrop BoxIs there any additional details on perpetrator?More informationText Box-438150371475Fields To be CapturedActionsCapturing FeaturesCase NarrativeMore elaborate detailsText BoxWhat is the case status within the justice system?At PoliceIn CourtConvictedReleasedUnknownDrop Down with a Text box to enter the reference nos of the case in these jurisdiction Is the case referred?YES OR NOIf YES, Referred box appears Drop DownReferred From Different organizations from where the case is been referred. List of details need to be providedDrop DownWhat is the overall assessment of the client?Progressing StagnatingRetrogressingDrop DownCase PriorityHigh PriorityMedium PriorityLow PriorityDrop DownFields To be CapturedActionsCapturing FeaturesCase NarrativeMore elaborate detailsText BoxWhat is the case status within the justice system?At PoliceIn CourtConvictedReleasedUnknownDrop Down with a Text box to enter the reference nos of the case in these jurisdiction Is the case referred?YES OR NOIf YES, Referred box appears Drop DownReferred From Different organizations from where the case is been referred. List of details need to be providedDrop DownWhat is the overall assessment of the client?Progressing StagnatingRetrogressingDrop DownCase PriorityHigh PriorityMedium PriorityLow PriorityDrop DownCase Narrative: - right57150Add Perpetrator if required00Add Perpetrator if requiredServices Offered: - -533400176529Fields To be CapturedActionsCapturing FeaturesSelect service offeredCounselling Appropriate ReferralsAwarenessPsychological SupportEducational SupportDirected to Telecom SupportReport to PoliceMedical SupportLegal SupportBasic Need SupportResettlementOthersDrop DownCounselling Counselling categoryAbuse & ViolencePeer RelationshipPovertyPsychological healthBehavior ProblemDiscriminationFamily RelationshipLegal IssuesGender Based ViolenceDrop Down2. Appropriate ReferralsRefer to Box - (Need the list)Action CentersShelter For GBVSupport GroupSocial WorkerHospital / ClinicEtc Text Box – With Reference nos to be mentioned00Fields To be CapturedActionsCapturing FeaturesSelect service offeredCounselling Appropriate ReferralsAwarenessPsychological SupportEducational SupportDirected to Telecom SupportReport to PoliceMedical SupportLegal SupportBasic Need SupportResettlementOthersDrop DownCounselling Counselling categoryAbuse & ViolencePeer RelationshipPovertyPsychological healthBehavior ProblemDiscriminationFamily RelationshipLegal IssuesGender Based ViolenceDrop Down2. Appropriate ReferralsRefer to Box - (Need the list)Action CentersShelter For GBVSupport GroupSocial WorkerHospital / ClinicEtc Text Box – With Reference nos to be mentioned448627523495Add Perpetrator if required00Add Perpetrator if required-95250292100Fields To be CapturedActionsCapturing FeaturesActionEscalatePendingClosedDrop DownConsent BoxIf Escalated – Consent box will get populated for sharing the information to external deptTick boxEscalateEscalate to Whom?SupervisorCase WorkerDrop DownSupervisor- Supervisor ListName the SupervisorDrop Down or Text BoxCase Worker – Supervisor ListCase Worker ListDrop Down or Text BoxPendingReason for PendingText BoxClosedSubmit and Close00Fields To be CapturedActionsCapturing FeaturesActionEscalatePendingClosedDrop DownConsent BoxIf Escalated – Consent box will get populated for sharing the information to external deptTick boxEscalateEscalate to Whom?SupervisorCase WorkerDrop DownSupervisor- Supervisor ListName the SupervisorDrop Down or Text BoxCase Worker – Supervisor ListCase Worker ListDrop Down or Text BoxPendingReason for PendingText BoxClosedSubmit and CloseCase Action: - FlowDescriptionThere will be 7 broadly classified tabs for the information to be captured. Case Reporter DetailsCase CategoryOther Client DetailsPerpetrator DetailsCase NarrativeServices OfferedCase ActionsDepending on the case status if its first time Reporter / Client or been repeat reporter / Client the form will populate accordingly. Post search criteria done, the counselor will create a new caseModule 3: Quality Analysis (QA) ModuleMockup FlowDescriptionAll the voice calls handled by the counselor will have 100% recordings. These shall be tagged to respective calls and available after every call. Cases resulting from calls shall be listed for quality analysis based on the call record and information filled on the respective forms.There shall be two options for call record analysis and quality control which include:a) During the call – this is where a superuser can listen to the conversation between the counsellor and the caller and register details on the QA form.b) After the call – this allows for the assigned system users to randomly or guided by set parameters to analyze a call after the case data collection is over.There shall be providence for the following options though not necessarily for Quality Analysis but more of Quality ControlSnoop into the call – While listening to the call, the QC person can prompt the counselor for any information without the client being able to listen. Confer – Where the Supervisor or QC person, Counselor and the client are able to have a conversation Monitoring Form It will have the following broadly classified headingsOpening / Greeting of the callListening skills AcknowledgmentSystem Check Resolution / Counselling providedHold ProceduresUpdating System appropriatelyClosing the callAll of the above shall have detailed parameters for which a specified score shall be assigned. Depending on the score the overall QA percentage shall be calculated. Module 4: Escalated Cases / Referral / Follow up CasesMockup-314325342265DepartmentHigh PriorityMedium PriorityLow PriorityAfter TAT- EscalationChild Abuse – Case worker3 hours7 hours15 hoursField OfficerGender Based Violence4 hours10 hours18 hoursHODPolice2 hours4 hours6 hoursSup of PoliceHealth Dept8 hours16 hours24 hoursHODDepartmentHigh PriorityMedium PriorityLow PriorityAfter TAT- EscalationChild Abuse – Case worker3 hours7 hours15 hoursField OfficerGender Based Violence4 hours10 hours18 hoursHODPolice2 hours4 hours6 hoursSup of PoliceHealth Dept8 hours16 hours24 hoursHODTAT table for Escalated-461176293895Sl NoCounselor NameCase IDDate of callTime of CallStatus of CallEscalated To DeptEscalated To PersonCriticalityTATStatus 1Elizabeth987654203/08/201611:33:00EscalatedField WorkerKarenHigh Priority5 hrsPending2Susan 267384910/08/201612:00:10EscalatedPoliceAdrianHigh Priority1 dayPending3Kimani975420714/08/201614:12:57EscalatedField WorkerMichaelMedium Priority2 daysPending4Brian 157364219/08/201614:49:00EscalatedGBVClaireMedium Priority6 hrsPending5Jacky625478223/08/201618:03:40EscalatedHealth DeptTabithaLow Priority2 daysPending0Sl NoCounselor NameCase IDDate of callTime of CallStatus of CallEscalated To DeptEscalated To PersonCriticalityTATStatus 1Elizabeth987654203/08/201611:33:00EscalatedField WorkerKarenHigh Priority5 hrsPending2Susan 267384910/08/201612:00:10EscalatedPoliceAdrianHigh Priority1 dayPending3Kimani975420714/08/201614:12:57EscalatedField WorkerMichaelMedium Priority2 daysPending4Brian 157364219/08/201614:49:00EscalatedGBVClaireMedium Priority6 hrsPending5Jacky625478223/08/201618:03:40EscalatedHealth DeptTabithaLow Priority2 daysPending-400050157480Search & Filter00Search & Filter5200650271145004600575271145397192528067032004002711452505075271145190500027114512477752711455905502711455676900261620-57150271559Flow Description An escalated case is a case escalated to the supervisor in the call center.A referral is a case forwarded to other departments / Social Workers / field worker / Police / Hospitals etc.The Supervisor or Counselors can monitor the dashboard of all the cases to ensure appropriate action is being taken for closure of cases. This will focus more on the cases which have been escalated. Every case which is assigned with Priority will be defined with TAT (Turn Around Time) which will be defined by the department heads. Depending on the type of case, if the case is not to be acted upon or updated within the specified time, it will give an alert to the concerned manager / Supervisor. Module 5: Reporting ModuleMockup-723569168385Sl NosReportsCallsWalk-inSMSE-MailWeb ChatWeb PortalCase /Field WorkerOther DeptSocial MediaMobile App1Nos of cases Created2Nos of cases Closed3Nos of cases Pending4Nos of cases Escalated5Nos of casesRetrieved6Nos of cases missed TAT7Nos of cases with High Priority8Nos of cases with Medium Priority9Nos of cases with Low Priority00Sl NosReportsCallsWalk-inSMSE-MailWeb ChatWeb PortalCase /Field WorkerOther DeptSocial MediaMobile App1Nos of cases Created2Nos of cases Closed3Nos of cases Pending4Nos of cases Escalated5Nos of casesRetrieved6Nos of cases missed TAT7Nos of cases with High Priority8Nos of cases with Medium Priority9Nos of cases with Low PriorityCase Management Reports *All of the above will have filter and search option to get the exact data with the proper date range. -214685246380Sl NosReportsCallsWalk-inSMSE-MailWeb ChatWeb PortalCase /Field WorkerOther DeptSocial MediaMobile App1Total Inbound calls2Answered calls3Missed calls4Voice mails5Abandon Calls6Total Outbound calls7Average Outbound talk time7Total Prank Calls8Total Blank Calls9Total Foreign languageCalls10Caller Hung up11Average Talk time12Average Wait time13Average Walk-in time14Login duration15Average Walk-in time16Average E-Mail Handling time17Average Chat Time18Average SMS Handling time0Sl NosReportsCallsWalk-inSMSE-MailWeb ChatWeb PortalCase /Field WorkerOther DeptSocial MediaMobile App1Total Inbound calls2Answered calls3Missed calls4Voice mails5Abandon Calls6Total Outbound calls7Average Outbound talk time7Total Prank Calls8Total Blank Calls9Total Foreign languageCalls10Caller Hung up11Average Talk time12Average Wait time13Average Walk-in time14Login duration15Average Walk-in time16Average E-Mail Handling time17Average Chat Time18Average SMS Handling timeCommunication Management Reports FlowDescriptionAll activities done on the case management system will result into reports which are used by the supervisors, management and others to analyze the trends and be proactive and take corrective measures to mitigate situations. There shall be 2 main line of reports. Case Management Reports: will consists of all the information have been captured through the case form utilized. Call Management Reports: will consist of all the information captured through the calls. A broadly classified reports as follows: - Reporting CapabilitiesThere are two types of reports available to the end user. Pivot ReportsComprehensive ReportsPivot Reports Wide selection of reports can be extracted .The X-Axis drop down list is matched with the Y-Axis drop down list and date range is also selected, then one clicks the Generate Report tab. This gives a permeation & combination of the type of reports required and the different data required. Comprehensive Reports - Types of ReportThese are the main types of reports that have the category reports when you click on them. These include:Call ReportsCase ReportsCounsellor ReportsService ReportsPerformance ReportsReports AutomationReports will be automated to be sent by end of a certain period to the important stake holdersReports will be sent on a periodic bases like, daily, weekly, fortnightly, monthly and quarterlyReports needs to be extracted and utilized for analysis purposes. Where needed with graphical representation.Reports shall be available on the Web which can be available to only authorized personnel which also can be downloaded in the respective formatsModule 6: Dashboards Mockup7.1 Resources Presence Status: -333375104775ActivitiesAssignedLogged inAvailableBusyBreak / TrainingOfflineNamesCalls Inbound1084312Calls Outbound541211Walk in330300Online Chat321101Online form on the website331110SMS111000Social media messenger210101E-Mail430211USSD1010000ActivitiesAssignedLogged inAvailableBusyBreak / TrainingOfflineNamesCalls Inbound1084312Calls Outbound541211Walk in330300Online Chat321101Online form on the website331110SMS111000Social media messenger210101E-Mail430211USSD1010002343150190500Log-in Status0Log-in StatusPresence StatusThis table indicates the nos of counsellor assigned to the respective queueNos of counsellors Logged into the queueNos of counsellors availableNos of counselors busy on activitiesNos of counselors on Break or TrainingNos of counselors OfflineNames of all the counselors for the assigned queueWhen clicked on each queue, it will pop up the names along with the duration they have been on that status. The supervisor / admin has the option to assign any new counsellor to the queue, reassign them to another queue or remove them from the assigned queue. (Create, Edit, Remove Users, Accounts, Admin configurations, etc)7.2 Counselor Login Page: - Once the Counselor logs into their system, the login status and dashboard along with Cases and calls/other activities will get populated for that day. right5016504829175220980Peter00Peter3638550230505Login00Login4572000330204905375235585ReportsReports380047520955Busy00Busy5715011430Available00Available183832520955Idle00Idle3829050175261Avg Talk TimeAvg E-Mail Handling timeAvg Walk in timeAvg Chat TimeAvg Time on Social Media00Avg Talk TimeAvg E-Mail Handling timeAvg Walk in timeAvg Chat TimeAvg Time on Social Media-28575251461Nos of calls AnsweredNos of calls MissedNos of Outbound callsIncomplete calls00Nos of calls AnsweredNos of calls MissedNos of Outbound callsIncomplete calls1837055241300Login HoursLogin Hours1846580207645Dash Board for the day00Dash Board for the day221932590805QCQC7.3 Councilor Case Dashboard-571500203835ActivitiesTotal Nos of casesTotal cases closedTotal cases PendingTotal cases EscalatedVoice MailFollow upsCalls1063120Walk-in411101E-Mails301200SMS530200Chats220000Web Portal110000Social Media2110000ActivitiesTotal Nos of casesTotal cases closedTotal cases PendingTotal cases EscalatedVoice MailFollow upsCalls1063120Walk-in411101E-Mails301200SMS530200Chats220000Web Portal110000Social Media2110007.4) Administrator Dashboard: - 039370Total Cases Counseling CasesCases of AbuseInquiriesCases closedAgents AvailableaTotal Cases Counseling CasesCases of AbuseInquiriesCases closedAgents Availablea7.5) Case Manager Dashboard: - -51435049530ActivitiesTotal Nos of cases reported Completed casesCases PendingOngoing CasesAbuse CasesCase Manager200196210ActivitiesCounselor onlineStatus of counselorCall made by counselorTotal cases Call duration of counselorCase Manager6Available123400:45:23ActivitiesSearch CaseCase NumberCase CategoryReporter Case status CasesSearch criteria1234Case typeNameStatus 0ActivitiesTotal Nos of cases reported Completed casesCases PendingOngoing CasesAbuse CasesCase Manager200196210ActivitiesCounselor onlineStatus of counselorCall made by counselorTotal cases Call duration of counselorCase Manager6Available123400:45:23ActivitiesSearch CaseCase NumberCase CategoryReporter Case status CasesSearch criteria1234Case typeNameStatus The dashboard will display:Activities in terms of cases: - total cases reported, completed cases, pending cases, abuse cases and ongoing cases.7.6) Case Worker / Field Worker Dashboard: - -61912543180ActivitiesTotal Nos of cases assigned by counselorsTotal cases closedTotal cases PendingTotal cases Escalated to other deptsFollow upsCounsellors106310ActivitiesTotal Nos of cases createdTotal cases closedTotal cases PendingTotal cases Escalated to other deptsFollow upsSelf 521110ActivitiesTotal Nos of cases assigned by counselorsTotal cases closedTotal cases PendingTotal cases Escalated to other deptsFollow upsCounsellors106310ActivitiesTotal Nos of cases createdTotal cases closedTotal cases PendingTotal cases Escalated to other deptsFollow upsSelf 521117.7 Supervisor Dashboard: -161925198120771525266700Calls Calls 377190012065CasesCases752475112394QC0QC3752850112394Case Workers/ Field Workers0Case Workers/ Field Workers809625109855My QueueMy Queue3838575127000DashboardDashboard7.8 Case Worker / Field Worker Dashboard: --2857502393953133725303530Cases CreatedCases Created29527510795Cases EscalatedCases Escalated169545036195QC0QC31718258890DashboardDashboard30480010795My QueueMy QueueDescriptionWall Display Visual Dashboard: Summary dashboard to provide rich-graphics representation of real-time status of the Call Center that includes Call and Cases Statistics captured on big screen Resources Presence Status: This will show the supervisor the status of all system users and activities been engaged in.Councilor Case DashboardThis dashboard will indicate all the status of cases against each communication channel. Counselor can click on the numbers and all the relevant case details will get populatedAdministrator Dashboard: - The Administrator is the overall system user. He or she will have access to the entire system and control rights. This will show the daily statistics of calls made on that day which updates on a real-time basis. The dashboard will also show case the case type distribution of each day. Case Manager Dashboard: - Case Manager is in a position to escalate cases to case worker that can be associated with the region of the reported case. Case Manager is in charge of all the Case workers and supervises their daily activities. The Case Manager will see the counselors that are connected to the systemCase Worker / Field Worker Dashboard: - Will show consolidated cases escalated from the counsellor to the case worker / field worker in for the day. Updates on escalated cases and the status for other departmentsSupervisor Dashboard: -It will display all the consolidated calls for all the counselors logged in for the day will display all the cases created by the counsellors with various mode of communication.Module 7: Additional Communication ChannelsMobile AppThe mobile app will leverage on existing technology and frameworks such as FormHub/Onadata for data collection. Open Data Kit (ODK) Collect will be the primary app for collecting, managing data in resource-constrained areas. This includes areas where an Internet connection is not available. Offline data can be collected using the app to be uploaded to our servers at a later date.Tele-working?Tele-working in this case refers to remote working. This is where agents or caseworkers are not tied down to the office in order to assist and handle cases.Tele-working can be assisted by having a Public IP to the Call Centre solution.Use of a VPN is encouraged as it adds a new layer of security. Also for tele-working a domain name is required for easy access to resources.Office Line ModuleThe office line module allows for other stakeholders within the Child Helpline facility to be transferred calls on their office lines. This will require integration with the currently existing voice infrastructure.We support integration with popular IP PBX systems. Using the SIP Protocol is a requirement for such office line integrations.Database Architectural DesignDesign Salient pointsThe forms meta data framework used will be based on XForms.The backend tools used to create and store XForms will be adopted from FormHub, using the OnaData branch.?Ona Platform is used to collect, analyse and share data.Using a spreadsheet, the CO is able to define multiple fields to capture. The XForm will be converted to a webform with validation inbuilt. Changes to the fields being captured will not require expertise in software programming.5. DeploymentHardware requirements The following hardware requirements are dimensioned to the following amount of traffic: 500 Concurrent calls with 250 agents.For higher dimensioning, consider adding more resources such as RAM, CPU or Servers.Dimensioning also relies on Telephony capacity. A standard E1 is able to carry up to 120 simultaneous calls.#Description?Hardware Requirements??1Server(Proliant ML360 Gen( Intel Xeon E5-2600x3 (1.6GH/6 Core) 1P 8GB-R H240ar 500W PS Entry SAS Server.1?2HP 600GB 12G SAS 10K RPM SFF (2.5inch) SC Enterprise 3Year. For external storage and backup.3?3RCT 34U Server/Networking Cabinet 1M Perf Door1?4RCT 10 Way 16AMP Rackmount1?5MGE 3KVA Online UPS for Server1?6HP ProDesk Intel Core i7-6500 4GB DDR4-2133 DIMM 1TB HDD 7200 -?7Samsung 18.5” (16;9) – LED 5ms, 600:1 static, D-Sub, wall mountable, simple stand with tilt. Samsung Magic Bright 3, magic colour.-?8YeasterNeoGate TE200 PRI Gateway 1?9CAT6 Network Points-?10H540 USB Headsets-?11Mecer 49” 16.9 1080P LED Panel-High availabilityApplication High AvailabilityHigh Availability can be achieved if there are two or more servers able to continue processes in the event of downtime. You can achieve high availability on one host but different Virtual Machine instances. In the event of a software issue on one virtual machine, the secondary server handles calls.Virtual Machine High AvailabilityHigh availability of virtual machines is achieved by using a dedicated hypervisor. Some examples include VMware ESX, vSPhere. vSphere allows for replication if a physical server is offline. The processes are then transferred to another physical server in the resource pool.Data backup (in country govt. cloud replication/off site backup storage)Data backup can be handled in multiple ways. The best is to always have at least two resent backups of the call center data and confirm that the backup can be restored.Data backup can be handled by the on premise IT Administrator. The call center software data can be downloaded from the server and periodically kept on an external storage device. In the hardware description table we recommend having a SAS Storage Array. SAS is an interface for attaching storage to servers. Also, SAS is a type of disk drive. Shared SAS is a way to attach a storage array to more than one server.The solution can also allow for automatic offsite backup, which is ideal. Protocols such as SFTP and HTTPS are used to transfer data from the call center to an approved data warehouse. This data warehouse can be a government datacenter or a compliant cloud service provider.Backups should be done as often as possible and practical.Required backup components include the database and call recording. Source code for the solution is kept on version control and can be recreated from there.How to do database backup and call recording backup will be included as part of the IT Training. The below backup diagram shows how backup can be achived to remote sites.ScalabilityIn order to scale the call center the following aspects have to be taken into account:Number of channels availableThe number of channels the telecom service provider is able to avail limits the number of concurrent calls to the call center.A single E1 line is able to handle up to 120 concurrent calls. For more calls consider provisioning more E1 Lines. Ideally form multiple service providers.Codec UsedCodecs such as g729 are able to handle a high number of calls on the same bandwidth. This should be noted that transcoding would affect the scalability of the platform. Transcoding, which is converting the audio signal from one codec to another, is CPU intensive and could limit the number of concurrent calls.Number of agentsThe base system can accommodate 250 connected agents.Hardware ResourcesTo increase the number of concurrent calls that can be handled by the system, consider adding additional hardware resources to the server(s). These include RAM, CPU and Disk Space. ................
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