Vail's Routing & and Call Control (RACC) service is a network-based routing service designed to help enterprises easily and efficiently manage their inbound calls to multi-site environments. Whether your contact centers are based on traditional TDM or next-generation SIP technology, RACC uniformly manages real-time routing and performs trunk-group management of distributed back-end sites.
RACC helps your contact center managers set up default routing for each DNIS, based on a variety of routing parameters detailed below. Even better, fail-over routes can be easily pre-built and stored for rapid deployment.
RACC can easily bring other enhanced network service types into a call before you even reach an agent. Keeping the demands of the business world in mind, Vail has designed the RACC service with a variety of useful options like pre-call routing (ICR), announcement services, network queuing, and IVR/ASR for call segmentation.
Once a call has reached an agent, RACC's advanced features come into play. The caller can make use of services like blind transfers, supervised transfers, conference and transfer, whole-call recording, and customer surveys.
RACC provides contact-center managers with a variety of tools to monitor and manage their centers in real-time. These include advanced reporting, real-time routing tools and end-to-end CDRs.
RACC has a policy of treating all calls the same, whether they're local or toll-free. Options are always available: RACC can deliver calls to a contact center in either TDM (SS7 and PRI) or IP (SIP).
