Call Target Contact Center Settings
- 01 Dec 2023
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Call Target Contact Center Settings
- Updated on 01 Dec 2023
- 5 Minutes to read
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Article Summary
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The Contact Center section allows you to control how Mindful reconnects the customer with your call center in three scenarios: callbacks, choose-hold calls, and failures to connect to the call center. This article discusses everything you can configure in the Contact Center section.
Quick Access: Callback > Call Targets > Your Call Target > General tab > Contact Center.png?sv=2022-11-02&ss=b&srt=o&spr=https&st=2024-05-09T12%3A09%3A20Z&se=2024-05-09T12%3A19%3A20Z&sp=r&sig=Zlfl%2B1rNEM4FT43R%2FGpGKPs3bRZT87w2tcXxYAIdke4%3D)
Dynamic DNIS Mapping
Dynamic DNIS Mapping is the first setting in this section, but it does not apply in all situations. If you need to map multiple outbound numbers to a single Call Target, expand the content below to learn more.
Click to learn about Dynamic DNIS Mapping
The Dynamic DNIS Mapping setting allows you to direct multiple call-center phone numbers or SIP addresses to one Call Target for inbound callback registration. Outbound callbacks will use this mapping to determine how to dial the Agent at the time of the callback, using the correct DNIS for the callback. This is an optional setting.
NOTE
There is a limit of 50 DNIS mappings per Call Target. If you need more than 50 mappings for a single agent group, we recommend using separate Call Targets for that group.
How it Works
Multiple DNIS numbers are treated by a single Call Target. The Call Target identifies the inbound (to Mindful) Phone Number and maps it to the outbound (to Call Center) numbers, then routes the call through DNIS mapping. The Dynamic DNIS Mapping feature then routes the callbacks through to the correct DNIS.
How to Choose This Option
Select the Use Dynamic DNIS Mapping checkbox, then expand the Dynamic DNIS Mapping Settings bar beneath it. You will see a table displaying the details of existing mappings, including:
- The type of key you assigned
- SIP/PSTN numbers that are pulled from your Call Target
- The Callback CID
- Actions (Edit, Delete, and Clear Failed Calls)
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Learn more about setting up a Call Target's Dial Settings with Dynamic DNIS Mapping in How to Set Up a Call Target.
DNIS Mapping Key Types
When creating a new Dynamic DNIS Mapping, you have three methods (key types) to choose from:
- Diversion Header
- Custom X-Header
- Phone Number
Diversion Header
The Call Target gathers necessary information from the Diversion metadata for accurate DNIS mapping. Configure your Diversion header on the Call Target Metadata tab. 
Custom X-Header
NOTE
The Custom X-header is a customized metadata header that can be used with Dynamic DNIS Mapping. If you want to assign a DNIS to a custom metadata header that your organization uses, Custom X-header is the correct Key Type to choose.
The Call Target gathers necessary information from the x-custom metadata for accurate DNIS mapping. The x-custom header is defined in the Call Target Metadata tab.
If you choose to also use a Scheduler widget (see Widgets ), define the x-custom header on the User Data Set for the widget. Widgets are optional, and not required for using the Dynamic DNIS Mapping feature.
Phone number/Source
The Call Target identifies the source (the assigned Phone Numbers receiving inbound calls) for accurate DNIS mapping.
Telephony Type and Number
There are four distinct Telephony Type and Number settings in the Contact Center section, which come into play in different scenarios:
- Callback for normal callbacks being delivered to the call center
- Callback Failover for emergency situations in which the Callback Number is unreachable
- Choose Hold for callers who decline a callback offer
- Choose Hold Failover for situations in which the Choose Hold Number is unreachable
The Telephony Type setting determines whether the system will deliver callbacks over the Public Switch Telephone Network (PSTN) or use Voice over Internet Protocol (VoIP) sessions in each scenario.
Note for Government Users
SIP is the only Telephony Type supported in the Government instance.
NOTE
Some features, such as User Data Sets, require SIP for the Telephony Type.
The Number represents the SIP address or PSTN number that the system will dial to connect the customer to the corresponding high-priority queue in the call center after receiving a callback.
When is the Callback Number Dialed?
Mindful will dial the Callback Number at a specific point in the call flow, based on the First Party Called setting. Consult the following examples for more details.
EXAMPLES
First Party Called = Customer First
For Customer First interactions, the Callback Number is dialed after the customer confirms they are available to speak with an agent. The system will not dial the number if the customer is not ready to wait in the high-priority holding queue.
First Party Called = Agent First
For Agent First interactions, the Callback Number is dialed as soon as a callback is ready to launch. The system will attempt to connect with an agent and confirm they are available before dialing the customer.
Use Custom Callback (or Choose Hold) Failover Number
The Custom Callback Failover feature allows you to specify an alternate contact center phone number or SIP address for the system to use if the Callback Number or Choose Hold Number accumulate 20 failed dials. The number of failed dials that can occur before triggering a failover cannot be modified. Like the other numbers in the Contact Center section, you can configure a Telephony Type and unique number for the failover:
- Callback Failover Telephony Type: Select PSTN if you would like the system to dial the failover number via the public telephone network. Select SIP if you would like to use VoIP sessions.
- Callback Failover Number: Enter the alternate call center phone number if you have selected PSTN on the Custom Failover Method toggle switch, or enter a SIP address if you have selected SIP.
Clear Call Center Failover Count
The Clear Call Center Failover Count button will display the number of failures accumulated since the last time the count was cleared, as shown here:
When the button shows accumulated failures, you can click it to reset the failure count for the associated phone number back to zero.
IMPORTANT
- The failover will occur when 20 failures have accumulated. The failure count does not reset automatically. Be sure to check this value regularly for your Call Targets and clear the count manually when needed.
- The failover count applies to the Callback Number, not the Call Target! This means that any Call Targets that share the same Callback Number will also share a failure count. A failure of an outbound dial for one Call Target will increment the failure count for all Call Targets using the same number.
BEST PRACTICE
If your integration uses SIP for the Callback Number, we recommend using a PSTN number for the Custom Callback Failover Number. This will bypass any potential issues with SIP communication that may be causing failures to dial the primary number. This can be especially helpful if you do not have an up-front SIP/PSTN failover built into your telephony environment already.
BEST PRACTICE
We recommend using the Choose Hold Phone Number to send callers who chose to hold to a different destination than callbacks. The chose-hold destination should queue calls at normal priority while the callback destination queues calls at high priority. Using different destinations provides benefits for reporting and routing, as well.
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