Ring Call Assistant (RCAS) is a software package dedicated to providing the highest possible level of computing support for a large scale call centre environment with multi-skill agents and multi-access channels (phone, e-mail, web-chat, web-collaboration, web-co-browsing, SMS etc).

The RCAS modular design allows implementation tailoring according to the operator's specific needs and business rules of a Customer Service department and Call Centre in particular.

The modules of the RCAS software package are deployed on a database server, an application server, and an IVR system. The database server and the application server software can be installed on the same system.

Ring RCAS uses Oracle as a database platform.

RIVR - Ring Interactive Voice Response

The Ring Interactive Voice Response RCAS subsystem is designed as a VoiceXML browser/parser enabling quick and easy creation of complex IVR session scripts .

PRI ISDN Connectivity
The RCAS IVR uses industry standard Dialogic technology and supports single, dual and quad span E1 boards.

Scripting language
The IVR uses standard VoiceXML scripting and is implemented as a VXML browser/interpreter. The interpreter accesses scripts using standard HTTP syntax, i.e. script location is not limited to one network node but can be distributed on different servers with different platforms (UNIX, NT.). The browser/interpreter integrates a standard ECMAScript (JavaScript) language interpreter as defined by the VoiceXML standard.

Creation of scripts from other applications
In RCAS IVR, using HTTP protocol, standard cgi (Common Gateway Interface) server applications or ASP (Active Server Pages) applications can be used to create on-the-fly scripts offering unlimited scripting possibilities and variations.

ANI Recognition
The standard "session.telephone.ani" VoiceXML session variable is accessible in any script.

DNIS Recognition
The standard "session.telephone.dnis" VoiceXML session variable is accessible in any script.

Database Integration
The IVR has two proprietary built-in VoiceXML objects that simplify database integration of the IVR with any other Oracle database. These are used as standard VoiceXML <object. tags with CLASSID "builtin://select" and "builtin://sql". The database connection string is a configuration parameter.

Multi-language support
Different language messages can be used depending on various criteria (for example the country code prefix in the ANI number).

Personalized IVR messages
The agent has a possibility to leave a temporary message for a specific subscriber. For example, if the agent cannot give the answer to the subscriber's request, he/she can ask the subscriber to call a specific number in a while that will give the subscriber the requested information.

Caller identification by PIN recognition
If the caller is not recognized by his/hers MSISDN the IVR can offer a possibility to the subscriber to enter a PIN number. If information about the PIN - MSISDN mapping is available the call can be routed to an agent with the subscriber's MSISDN.

End-call processing
The agent has a possibility to enter a value on his/hers desktop and transfer the call to the IVR that will read the value entered and terminate the call. For example: if a subscriber requested information about another subscriber's number, he is connected to the IVR with the announcement: "The requested number is."

Black list processing
The IVR can recognize that a subscriber has called more than xx times in the last 24 hours and can be transferred directly to a specific IVR script (calls without reason).

FAX on request possibility
If a fax gateway is available a subscriber can gat a fax on request (for example handset prices).

E-mail on request possibility
If an e-mail gateway is available a subscriber can gat an e-mail on request (for example handset prices).

Interruptible announcements
This is a VoiceXML standard attribute "bargein" in the <prompt. tag that is set to "true" by default.