Please ensure Javascript is enabled for purposes of website accessibility
Mindful Platform Release Notes
  • 29 Feb 2024
  • 30 Minutes to read
  • Dark
    Light
  • PDF

Mindful Platform Release Notes

  • Dark
    Light
  • PDF

Article Summary

Read about the latest system updates, feature enhancements, and new features on the Mindful platform.

Looking for More?
  • Visit our Known Issues page to keep up to date on current issues.
  • Subscribe to our status page for up-to-the-minute notifications (the status page for Government users can be found here).

Shared Production users - Click here for release notes (Updated February 26, 2024)

Coming Soon!

The totalCurrentWaitlisted parameter will now be returned in the Retrieve Real-Time Stats v2 API response.

This parameter will indicate the number of calls on the virtual waitlist for a Call Target. It will be returned by the bulk endpoint (all Call Targets) and the specific endpoints for Call-Target IDs.

(MCT-90 & MCB-3578) An issue affecting load times and exports on the Call Detail page has been resolved.

In addition to slow load times, Call Detail exports could fail when filtered for a range greater than a few days. Both issues were related to call-state filtering, and both have now been resolved.

(MCB-3589) An issue affecting load times on the Callback Status page has been resolved.

We have updated the way we manage database queries for the Callback Status page, and response times should be back to normal with this release.

(MCB-3580) Alphabetical sorting will now be in effect at all times on the Callback Status page.

Previously, alphabetical sorting did not apply to the list of Call Targets when a Reporting Category filter was applied.

(MFD-648) Total callbacks will now be consistent on the Callback Executive Summary and Call Detail pages.

Previously, an issue with processing callback records through our data infrastructure could cause the total count to differ on these pages. The total numbers should match in this release.

(ENG-461) An error related to saving changes to Global Settings has been resolved.

Attempts to save changes to Global Settings had been failing, with errors only visible in the web browser console. An update in this release ensures that Global Settings can be updated as expected.

(ENG-217) An issue causing invalid ECBT values in a rare scenario has been resolved. 

In the rare case that Mindful calculated a negative estimated response time, the resulting ECBT would be inflated. We have updated the way we handle this scenario to ensure that a negative estimated response time does not impact ECBT.


(ENG-276) Very long usernames will no longer cause formatting issues in the Mindful UI.

When a username contained 130+ characters, formatting issues could appear in the top navigation bar. Now, long usernames will be truncated with an ellipsis (...) in the top bar to prevent this issue.


(ENG-218) We have updated the permissions available to the Manager and Admin roles.

In the past, higher-level roles such as Manager and Admin did not automatically inherit the permissions of lower-level roles like Viewer. With this update, higher-level roles will include the permissions of their subordinate roles. This change ensures that Managers and Admins can access the data available to Viewers without the need to manually adjust permissions.


(MCT-80) Date-range selectors are now more responsive to zooming in/out and resizing the browser window.

This change affects reporting pages and anywhere else a date picker is used. Previously, zooming in or resizing the browser window could cause formatting issues with date-range selectors. Now, these elements will be fully visible at different zoom levels and window sizes.


(ENG-480) The Roles dropdown menu will no longer appear behind the Invite Users window.

Previously, when attempting to assign roles to a new user in the Invite Users modal window, the dropdown menu of roles appeared behind the window, which prevented roles from being assigned.


(MCB-3550) An issue causing duplicate Call Detail records to be created in a specific scenario has been resolved.

When Callback Strategy was set to Agent First and a customer opted to reschedule a callback after reconnecting, duplicate records were created in the Call Detail report. With this release, duplicate records will be prevented in this scenario.

January 31, 2024

(MCB-3579) An issue causing unexpected disconnections in a specific scenario has been resolved.

Previously, calls would be disconnected without playing the expected voice prompt (Unable to Offer Callbacks Now)  in the following scenario:

  • All scheduling timeslots were full within the Number of Days Out to Schedule Voice Callbacks
  • Scheduled Callback Caller Experience was set to Text.
  • A caller selected the scheduling option, but did not provide a number for an SMS-enabled device.

With this release, the outcome of the scenario will change:

  • Mindful will attempt to fall back to voice scheduling and continue the interaction if any scheduling timeslots are available.
  • Since no scheduling timeslots are available in this scenario, the scheduling option will not be presented. 
  • The Unable to Offer Callbacks Now voice prompt will play and the call will be disconnected.

(MCT-85) An issue causing blank exported reports in a specific scenario has been resolved.

Exported reports could be empty when a Reporting Category was applied to the export. The issue has been resolved in this hotfix, and Reporting Categories can now be used when exporting reports.

January 9, 2024 - Mindful Insights

Changes to Call Target phone numbers will now be included in the Audit Log.

Audit Log entries for update events will list the phone number and Call Target affected. Entries for creation events will also include the following data:

  • Client ID
  • Number Type (PSTN/SIP)
  • SIP Address
  • Twilio SID

January 5, 2024

User session timeouts (auto-logout) can now be disabled on real-time reporting pages.

Admin users can disable session timeouts on real-time reporting pages (Callback Status and Call Detail). This will allow you to keep real-time dashboards open without any user interaction.

It is now possible to acknowledge all Alerts at once.

We have added a new button to the Alerts page that will allow you to clear all alerts with one click. This can be especially helpful for clients migrating to the new shared environment with many older alerts.


We have implemented a 24-hour maximum call duration across the Mindful platform.

This new feature will automatically finalize inbound or outbound calls that have been active for more than 24 hours. Note that this does not apply to callbacks waiting to be dialed, but only to calls currently active in the telephony system.


An unnecessary error message and alert related to the Voice to Text Message Widget have been removed.

If a Scheduler Widget assigned as the Voice to Text Message Widget did not have an API Access Token applied, an error message would be displayed on the Call Target page, and a system alert would be triggered. Since API Access Tokens are optional, we have removed both messages.

December 5, 2023

(MCT-70) An issue affecting scheduling-only callback offers has been resolved.

Recently, when only scheduling options were enabled in the Registration menu, offers were not made as expected. An update in this release now ensures that scheduling can be used as the sole registration option.

November 30, 2023

The Call Target page has been updated with a new design!

We are pleased to announce a fresh update to the design of the Call Target page on the Mindful platform, aimed at enhancing the user experience and streamlining your workflows. Our focus was on making the page more intuitive, efficient, and visually appealing.

What's New:

  • Condensed Settings: We've re-arranged the settings to ensure a more compact layout, allowing you to view more information at a glance.
  • Easier Access: Based on feedback from our users, we've completely redesigned the General tab to make it easier to navigate and use.
  • Smart Search Feature: The new search functionality instantly highlights the setting you're looking for, saving time and effort.
  • Organized into Accordions: Related settings are now neatly organized into accordions, promoting a clearer understanding of what each section contains.
  • Familiar Functionality, Better Visibility: All the features you're familiar with are still there, but now they're easier to find and utilize efficiently.

screenshot of the new call target page

We are dedicated to continually improving your experience with Mindful, and this redesign is just one of the many steps we're taking to ensure you get the most out of our platform.

For more information on these exciting changes, see the Call Targets Page article after release.



You can now enable or disable callback registration options individually.

We've redesigned the approach to managing callback registration options. You will no longer need Mindful Support to enable the callback offer in Mindful, and you can now toggle all registration options on and off, including:

screenshot of registration options
  • ASAP callback
  • Scheduled callback
  • Message intercept
  • Choose hold

You can designate any option as a single choice to present to customers or use any combination of the available options together. To accommodate different combinations of options, we've added new audio files to Media Sets, as well.

To learn more, see Call Target Registration Settings and Media Sets after release.



Callback Double Check (CBDC) is now configurable.

screenshot of the callback double check settings

You can now enable or disable CBDC for individual Call Targets and control the feature's scope.

In the past, CBDC applied by default, checking each new callback request to ensure that an existing request was not present in the system before registering a new one. This release gives you more control over where CBDC is activated and where it looks for duplicate requests.

You can find the new settings in the Registration section of the Call Target page.



The Estimated Callback Time (ECBT) announcement is now more customizable.

You can still choose to announce the ECBT during the offer or after registration, and now three additional options are available:

  • ECBT Playback Type: You can now select from two options--Range or Exact
  • Minimum ECBT:  This value is used when announcing a single minimum ECBT (“we can call you back in less than one minute”).
  • Maximum ECBT: This value is used when announcing a single maximum ECBT (“we can call you back in more than one hour").


You now have more control over playing back Metadata Items to agents and customers.

In the past, audio or DTMF Metadata Items were always played to agents. Now, you can choose whether or not to play each item to agents.

In addition, you can now designate one Metadata Item to be played back to customers during the callback hailing prompts. This new option can be used in many ways. For example, you could ask customers to record their names when registering callbacks, then play the names back to them when they reconnect. 

To learn more, see How to Add or Edit Metadata Items after release.



We've added the ability to dynamically embed a Scheduler Widget link into any text messages sent from Mindful.

For each individual message, you now have the option to select a particular Scheduler Widget and automatically embed a link to that Widget anywhere in the message.

example of the widget url embedded in a text message

To learn more, see the Call Targets Page reference guide after release.


A new search field is available on the Call Target and Media Set pages.

In addition to exploring the improved organization and design, you can now search for settings on the Call Target page or audio files on the Media Set page via new search fields. After submitting a search, any settings with matching names will be highlighted on the page.

example of the search field

We've updated the configurable settings available on the Smart Rules page.

The list of configurable settings available to Smart Rules has been re-organized to match the new enhancements to the Call Target page, and we've updated the names of many settings to match the new names on the Call Target page.

example of smart rules settings

In addition, the following new settings were added:

  • Enable Callback Double Check
  • Callback Double Check Scope
  • ECBT Playback Type
  • Minimum ECBT
  • Maximum ECBT
  • Offer ASAP Callback

For a complete list of settings available to configure via Smart Rules, see the Smart Rules reference guide.



Normal callback scheduling is now available during the end-of-day period.

In addition to offering next-day callbacks and the option to hold, you can now extend the normal scheduling offer through the end-of-day period. This will allow your customers greater flexibility in reaching you near the end of the business day.



You can now offer text scheduling in the After Hours menu.

Previously, only voice scheduling could be offered after the close of business hours. With this update, scheduling via text message is now possible, as well.



Mindful now stores the ECBT calculated for all calls, for historical analysis.

Previously, ECBT was calculated for all calls, but was only available in historical reporting for callbacks (not choose-hold calls or other incomplete registrations). Now, you can view ECBT for all call types in Call Detail reports.



We've added helper text to assist with creating new Call Targets.

example of highlighting required fieldsIf you attempt to save a new Call Target with one or more required fields left blank, the UI will now highlight the required fields in addition to listing them near the top of the page. This will help to save time when creating new Call Targets, by revealing exactly what is missing.



You can now attach UUI data in the Refer-To header of SIP REFER messages using a SIP Metadata Item.

If your telephony environment cannot accept SIP Re-INVITEs, then you can enable Use SIP REFER for Choose Holds to instruct Callback to use REFER when passing a choose-hold call back to the contact center. In this scenario, you can now configure Mindful to pass along UUI data back to the contact center.

  • First, enable Use SIP REFER for Choose Holds on the same Call Target (SIP section).
  • Next, configure a Metadata Item specifically named "UUI" or "User-to-user".
  • Then, enable Append UUI to Refer-To Header on the same Call Target (SIP section) to pass UUI data in Refer-To headers.

To learn more, see How to Work With User Data and Metadata after release.



We've made a quality-of-life improvement to the experience of uploading custom media files.

Previously, the outer accordions would collapse after adding a custom media file. Now, any accordions that were already open will remain open after uploading the file. This enhances the user experience, especially when uploading multiple custom files.



Help links have been updated throughout the user interface.

The help links available throughout the Mindful platform will now lead here, to our new and improved help center (https://help.getmindful.com)!


(MCB-3382) The Text Scheduled Callback Experience feature now considers the Number of Days Out to Allow Scheduling (Widget/API) setting.

Previously, the number of days allowed when using the text-scheduling feature was based on the Number of Days Out to Schedule Voice Callbacks setting (now called Number of Days Out to Allow Scheduling (Voice)). The new behavior will use the more appropriate setting for widget scheduling, Number of Days Out to Allow Scheduling (Widget/API).



(MCB-2858) The ECBT calculated for retries is now more accurate.

Previously, ECBT was calculated for retries using the same formula as first-attempt callbacks. However, retries are placed in the front of the line to be dialed, whereas first attempts are placed at the back of the line. As a result, using the same formula in both scenarios could result in discrepancies between the calculated ECBT and the actual wait time.

The updated formula for the ECBT of retries now takes their earlier queue position into account.



(INT-593) Callbacks requested via Widget will now consider the Max Per Minute Rate, if configured.

The Max Per Minute Rate can be used to limit potential toll charges when dialing international phone numbers. Previously, Widget callbacks did not take this rate into account, which allowed callbacks to be dialed in excess of the configured rate.

Now, Widget callbacks will be rejected when the Max Per Minute Rate is exceeded, and rate-related information will be included in Call Detail reports for these calls.

Note: This was previously resolved in the public instance of Mindful, but not released in the new instance introduced for the Spring Release.



(MCB-3520) Default values for Call Target settings are now displayed properly for new Call Targets.

A few default values, while applied to their respective settings, were not displayed for those settings in the UI after creating a new Call Target. With this release, all default values will be shown.



(MCB-3470 and MCB-3487) Filters are now working as expected on exported Call Detail reports.

When exporting a Call Detail report to a file, the filters configured in the UI were not being taken into account in the exported data. This included the Include All Call Attempts checkbox. When checked, exported results were not including all attempts.

Now, exported results will use the filters as expected.



(MCB-3444) An issue with the display of Callback statuses in the Call Detail report has been resolved.

Previously, a pending first-attempt callback showed "Pending:SystemHangup" or "Pending:CustomerHangup" in the Status column of the Call Detail report. Now, only "Pending" will be displayed.



(INT-727) An issue causing delays on the Call Detail page has been resolved.

When a callback record contained a large number of retries (20 or more), there could be long delays in opening that particular record on the Call Detail page. We've updated the logic used to retrieve data in this scenario to prevent the unexpectedly long delays.



(MCB-3429) An issue affecting the Widget for Text Scheduled Callback field has been resolved.

Once a widget had been assigned in the Widget for Text Scheduled Callback field, the field could not be set back to a null value. It was only possible to select a different widget, but not to return to a state of having no widget selected. With this release, we've updated the field to allow you to reselect the default option of no widgets assigned.



(MCB-3496) An issue that could create blank entries in Audit logs has been resolved.

This issue was caused by a routine maintenance procedure in our platform infrastructure, and we have put measures in place to prevent blank entries in the Audit log in the future.



(MCB-3414) Choose Hold Numbers are no longer required in Dynamic DNIS Mappings.

Previously, the Choose Hold Number field was required when configuring Dynamic DNIS Mappings. This was not appropriate in all scenarios, such as when the callback/hold offers are made on an ACD before calls are transferred to Mindful.

Starting with this release, the Choose Hold Number field is no longer required for Dynamic DNIS Mappings.



(INT-716) Cloning a Widget Template will now copy all configuration from the cloned Template to the new one.

Previously, a cloned Widget template would only contain default configuration.



(MCB-3200) We are now able to match inbound calls to Mindful based on the E.164 format.

This applies to custom SIP numbers added by Mindful staff at clients' request, rather than SIP numbers provisioned by clients directly in the UI. Starting with this update, custom SIP numbers can be matched to Mindful Call Targets when they are received in E.164 format.



(MCB-2697) An issue affecting extension dialing has been resolved.

The Allow Extension or Phone Number setting stopped working after a recent update. With this update, the issue has been resolved, and extension dialing can be used again.



(MCB-3490) The name of the "Enable" checkbox on the Create/Edit Scheduler Widget pages has been updated.

The name of the checkbox continued to reference "Digital Callback" after the service was renamed to "Mindful Scheduler". The setting is now named Enable Scheduler Widget.



(MCB-3427) The NextDayCallbackOffered event will now be logged at the appropriate time.

The event was being logged before a next-day callback was successfully registered, which could cause unexpected results when filtering Call Detail reports. The NextDayCallbackOffered event will now only be logged after a successful registration of a next-day callback during the End of Day period.



(MCB-3492) With international dialing enabled, the Phone Numbers page will once again allow PSTN numbers to be provisioned.

A recent update removed the ability to provision PSTN number when international dialing was enabled for an Organization. This functionality has been restored in this release.



November 20, 2023

Fixed issues icon

MFD-627 and MFD-625

Two issues affecting call records migrated to the Spring '23 environment have been resolved.

  • After migrating a Callback Organization into the new environment, punctuality data was not present in migrated call records, resulting in null punctuality metrics. 
  • In addition, the "source" property was not included for migrated calls, causing further issues for reporting.

We have updated the way we manage migrated call data to resolve these issues for any clients migrating in the future. We are working to reconcile data for previously migrated clients.


September 22, 2023

The Smart Rules feature will soon be enabled for all organizations by default.
Smart Rules allow you to create a complex set of conditions that will trigger changes to Call Target settings. More than 35 settings can be automatically adjusted by a Smart Rule, based on the day of the week and/or time of day. This allows for a wide range of possibilities to automate your workflows and dynamically manage your Organization.
screenshot of the smart rules pageTo learn more, see the Smart Rules user guide.
Callback Fixed Issues

(MFH-333) Including a line break in SMS message text no longer results in the message not sending.

You can now configure message text to include line breaks.

(MCB-3310) The Punctuality calculation for callbacks no longer includes retry attempts.
Previously, retry attempts were included in the Punctuality calculation, which impacted the metric in an unintended way. The calculation will now only consider the initial attempt, which will more accurately reflect callback performance.
(INT-706) Daily call reports can now be downloaded via the link in the daily call report emails.
The link in the daily reporting emails recently led to a "Page Not Found" error. We've made an update to ensure that the links now function as expected, allowing you to download the reports.
(MCB-3291) An issue affecting the timing of holiday hours has been resolved.

Previously, when configuring holiday hours, Mindful scheduled the hours based on the time zone of the current user's web browser.

Now, Mindful will schedule the holiday hours based on the time zone of the associated Call Target.

(MCB-3306) An issue affecting the correlation of Call Detail and Executive Summary reports has been resolved.

Previously, the number of callback registrations could differ between the two reports, with the Executive Summary showing one more registration than the Call Detail report.

Now, both reports will reflect the same number of registrations for the same period.

(MCB-2838) Dashes (-) in the Caller ID (CID) field will no longer cause issues playing back the CID to customers.

When dashes were present in the Caller ID (CID) field, the Mindful IVR was not able to dynamically build a number string for playback. In this case, the Text-to-Speech engine would take over, resulting in an inconsistent voice experience.

With this update, dashes can be used without affecting the voice experience.

(MCB-3300) The Minimum/Maximum Callback Number Length settings now apply as expected when set to the same value.

When the Minimum and Maximum Callback Number Length fields were both set to the same number, Mindful would not accept callback numbers of that length. Instead, only a true range could be enforced. For example, with the minimum and maximum both set to 10, Mindful would not accept 10-digit numbers.

With this update, you can now configure these settings with the same number to enforce a strict length requirement.

Scheduler Fixed Issues
(INT-589) An issue affecting some text fields on the Edit Intent page has been resolved.

Previously, it was not possible to type a space directly into the Question/Prompt or Dropdown/Placeholder fields, although it was possible to paste text that included spaces into the fields.

With this update, you can now type spaces into either field as expected.

INT-589

An issue affecting text input fields for Scheduler Intents has been resolved.

Users were unable to add a space between words in the text fields for Question/Prompt and Dropdown Placeholder. The fields are working as expected in this release.


June 19, 2023

(Beta) The Mindful IVR can now accept speech input from customers when registering ASAP callbacks.

We have introduced speech recognition as an input option for IVR callback menus. This feature is currently in a beta testing phase, and only supports ASAP callback registration in the inbound menu at this time. 

Email beta@getmindful.com to test this feature today!

screenshot of speech recognition settingsTo learn more about speech recognition for customers or agents, see How to Configure Speech Recognition.

Insights, our new historical reporting dashboards, is now available for enhanced reporting and analytics.

You can now visualize, measure, and track historical callback performance and operations through Insights, our new reporting dashboards. These dashboards provide valuable data alongside the existing real-time callback analytics.

screenshot of Insights dashboards

We have introduced new dashboards to enhance your callback analysis capabilities: 

  • Conversation Overview
  • Executive Summary
  • Callback Usage
  • Callback Performance
  • Messaging Usage

There is a lot to learn about this robust set of dashboards. To get started, see the new Insights documentation.


The new Application Clients page is now accessible from the sidebar menu.

On the Application Clients page (API > Application Clients), you can generate unique Client IDs and Client Secrets that authenticate and establish connections between your applications and the new Mindful API. By creating multiple Application Clients, you can maintain distinct Client IDs and Client Secrets for each app that interacts with Mindful API endpoints.

screenshot of the application clients pageTo learn more, see API Application Clients.

(Experimental beta) Dynamic dial pacing is now available for testing.

We are testing a new experimental feature to enable dynamic dial pacing, which automatically adjusts Mindful parameters based on live queue metrics and agent availability from your ACD/CCaaS platform. The goal is to reach for optimal performance and responsiveness as queue conditions naturally change throughout the day.

This feature is current in a beta testing phase. Contact a Mindful representative if you would like to try it in your organization.


You can now configure Single sign-on (SSO) and multi-factor authentication (MFA) for your Mindful Organization.

We now support SSO with your preferred identity provider (Okta, Auth0, and OIDC). This allows you to validate and manage your employees' access to Mindful while adding an extra layer of security through multi-factor authentication on mobile devices.

screenshot of multi factor authentication configurationReady to implement SSO/MFA for your Organization? See the articles below to get started.




We've made updates to comply with Section 508 of the Rehabilitation Act of 1972.

We have made significant updates to the Mindful user interface (UI) to provide a cleaner and more streamlined experience. This includes enhancements to the side and top navigation, as well as improved account security measures such as stricter passwords and session timeouts.


We've made additional security enhancements.

We have strengthened our security measures by implementing increased end-to-end encryption standards and introducing a new abstraction layer for enhanced security. In addition, we have implemented rigorous updates to automated testing, continuous code validation, and improved workflows.


(beta) Smart Rules is available in the Spring release.

Smart Rules allow you to create a complex set of conditions that will trigger changes to Call Target settings. More than 35 settings can be automatically adjusted by a Smart Rule, based on the day of the week and/or time of day. This allows for a wide range of possibilities to automate your administrative workflows and dynamically manage your Call Targets.

screenshot of smart rules config

screenshot of smart rules config

Following are a few examples of how Smart Rules can automate your workflows:

  • Adjust the dial pacing towards the end of each business day. We will use this as a working example throughout this guide.
  • Offer the Return to Hold option on specific days of the week.
  • Enable or disable callback Notifications at certain times of the day.

When you're ready to try Smart Rules in your Organization, see How to Configure Smart Rules to get started.



The Minimum/Maximum Callback Number Length settings now apply to system-detected ANIs in addition to caller input.

Previously, Minimum/Maximum Callback Number Length only applied to numbers entered manually by callers via DTMF, but callers were still able to confirm a detected ANI of any length. This setting is now enforced in either scenario.


MCB-2850

Instances of the Max Per Minute Rate being exceeded are now displayed in Call Detail reports.

Previously, when international dialing was enabled for an Organization, and the Max Per Minute Rate was exceeded, the event was not captured in the associated Call Detail record. The Max Rate Exceeded status will now be displayed in this scenario.


MCB-2655 

An issue causing the Customer Disconnected audio prompt not to play to agents in a specific scenario has been resolved.

If a customer and agent conversation lasted longer than five minutes, and then the customer disconnected, the Customer Disconnected prompt failed to play to agents. The timer causing this issue has been extended from five minutes to three hours of talk time.


MCB-2623 & MCB-3215

Invalid input in the rescheduling menu will no longer result in canceled callbacks.

Previously, if a customer provided invalid input three times in the rescheduling menu, the call would disconnect and the callback would be canceled. If any retries were available, they were not attempted.

With this release, retries will now be attempted in this scenario.


MCB-2703 

The Agent Wait Duration column is now labeled correctly in exported Call Detail reports.

The column representing the Agent Wait Duration was incorrectly labeled Average Wait Duration prior to this release. Now, the column is labeled with the proper name.


MCB-3046

The Collect Additional Metadata audio prompt will no longer play when only SIP metadata items are configured.

This prompt is intended to be played before collecting Audio or DTMF input from callers, when Speech Recognition was enabled. However, it was being played when only SIP metadata items, which do not require caller input, were configured.


MCB-3155

An issue causing calls to drop unexpectedly in a specific scenario has been resolved.

If a call was in the Parties Talking phase and Mindful received a SIP UPDATE message containing SDP information, calls could be disconnected as a result. We have updated the way this scenario is handled in this release.


MCB-3162 

The calculation of the Average Response metric on the Callback Status page will no longer include retries.

This metric took retries into account prior to this release, but it was not intended to do so.


MCB-735 

The Mindful Callback IVR will now remove "zero minutes" when quoting ECBT. 

If the ECBT value was an exact multiple of an hour (two hours, three hours, and so on), the system previously included "zero minutes" ("two hours, zero minutes from now") when announcing the ECBT. This update will omit minutes in such scenarios ("two hours from now").


MCB-3201 

An issue causing voice prompts related to invalid attempts to play at inappropriate times has been resolved.

In specific scenarios, if a caller provided invalid input and exceeded the maximum number of attempts, the caller would be prompted to provide input again before the call was disconnected. Now, the input prompt no longer plays after the final invalid attempt.


MCB-2890 

Text descriptions for the ECBT Announcement During Callback Offer audio prompt have been updated to reflect the change in verbiage.

This audio file was updated to say “between” rather than “in approximately” when quoting ECBT, but the description and text-to-speech value in the Mindful UI for this prompt still reflected the old verbiage including “in approximately.”


MCB-2924 

The Override Organization SIP Settings checkbox on the Call Target page now functions as expected.

Previously, when Override Organization SIP Settings was selected, and there was a value in the Use Special SIP Profile for Company/Customer Calls fields, the Call Target settings did not override the Organizational settings as they should have.


MCB-2955

Phone number validation logic that previously only applied to callbacks registered via voice now applies to callbacks registered through Scheduler widgets and the API as well.

Previously, the Min/Max Callback Number Length and the Max Per Minute Rate did not apply when validating callback numbers in Scheduler interactions. Now, these callbacks are treated the same as others for phone number validation.


MCB-3103

The Min/Max Callback Number Length settings now apply to both system-detected ANIs and callback numbers entered by callers.

Previously, these two settings were not considered when registering callbacks using a system-detected ANI. Now, both scenarios are handled the same way.


MCB-3071 

An issue affecting ECBT announcements in a specific scenario has been resolved.

When Callback Offer and Announce ECBT During Offer were enabled, the word “minutes” was being omitted on the lower end of the spoken range (for example, “between 10 and one hour from now” rather than “between 10 minutes and one hour from now”. An update in this release now ensures that the phrase is spoken as expected.


MCB-3147 

An issue causing disconnect prompts not to be played has been resolved.

After a recent update, disconnect audio prompts (“the customer/agent has disconnected”) were not being played when one side disconnected. With this release, these prompts are played to the remaining side when one side disconnects.


MCB-2964

Hours of operation now display correctly for all users, regardless of user time zone.

Previously, users would see hours reflected incorrectly if their web browser’s time zone differed from their Mindful Organization’s time zone. With this release, hours will be shown according to the Organization’s time zone.


MCB-3198 

The rescheduling option is no longer offered when there are no options available.

Previously, when enabled, rescheduling was offered all the way up to the end of business hours. Now, rescheduling will not be offered when there would be no options available (at least 10 minutes from now) based on the ECBT and business hours.


MCB-3021 

The “en la” Spanish audio prompt is now available to configure in Media Sets.

Previously, the “en la” (“in the”) prompt was not displayed on the Media Sets page, so it could not be reviewed or updated in the user interface. With this release, the audio prompt is now accessible in the UI.


MCB-3044 

The correct audio will now play for the Offer Text Message or Schedule prompt.

This audio prompt now says “please say communicate via text message or schedule callback for a later time” as intended. Previously, an earlier version of the instructions were played instead.


MCB-3180

An issue causing Audit logs to duplicate a specific entry has been resolved.

The Audit log was creating duplicate records for “BusinessUnitsCallTarget Removed” events, which occur when Call Targets are unassigned from a Business Unit. With this release, the event will only be logged once.


MCB-3250 & MCB-3251

Calls are no longer being dropped in End of Day Handling scenarios.

After a recent release, enabling End of Day Handling options could cause calls to be dropped unexpectedly. An update in this release has resolved the issue.

June 19, 2023 - Mindful API

The Mindful API now provides historical and real-time metrics.

We have introduced a comprehensive API that provides granular callback details. This new API provides a range of data ideal for contact center wallboards, data warehouses, or Business Intelligence tools. This API allows you to analyze callback data alongside other sources, offering greater flexibility in reporting and analysis. 

Authentication is handled via secure OAuth 2.0 Client Credentials to ensure maximum security of your reporting data. 

To get started with the Mindful API, see the Mindful API Reference guide.


April 25, 2023 

General maintenance note
We continue to make incremental improvements to the user interface, voice infrastructure, and system security throughout Mindful Callback.

February 10, 2023 

Added in a small missing Spanish voice prompt

A small Spanish translation, the word “the”, was missing from the Date/Time voice prompt section on the Media Set edit page. This has been added in and is now available for use.


Speech prompt did not match text-to-speech (TTS) text

The speech prompt Offer Text Message or Schedule did not have matching spoken prompt and TTS text. This has been corrected so that both speak/display, “Please say communicate via text message or callback for a later time.”

General maintenance note

We continue to make incremental improvements to the user interface, voice infrastructure, and system security throughout Mindful Callback.

Government users - Click here for release notes (Updated February 2, 2024)

March 1, 2024

(ENG-286) We have updated the permissions available to the Manager and Admin roles.

In the past, higher-level roles such as Manager and Admin did not automatically inherit the permissions of lower-level roles like Viewer. With this update, higher-level roles will include the permissions of their subordinate roles. This change ensures that Managers and Admins can access the data available to Viewers without the need to manually adjust permissions.

February 2, 2024

We have implemented a 24-hour maximum call duration across the government environment.

This new feature will automatically finalize inbound or outbound calls that have been active for more than 24 hours. Note that this does not apply to callbacks waiting to be dialed, but only to calls currently active in the telephony system.


A new option is available for configuring Single Sign-On (SSO) authentication and authorization.

When configuring an SSO connection, you can now opt to provide a static XML file rather than a Metadata URL. 

Some clients may prefer to use static XML files for greater control over what is shared with SSO identity providers and simplicity compared to maintaining a URL. However, if you use this option, note that any updates to your SSO configuration could require you to submit a new XML file.

If you are interested in using a static XML file to configure an SSO connection, contact the Mindful Support team. 

(MFD-325) User deletion events will now be captured in Audit Log reports.

Previously, user deletion events were not included in Audit Log reports, which was unexpected. With this release, the Audit Log will capture the events. 

November 9, 2023

Fixed issues icon

Call Detail page is now loading correctly.

This release addresses an issue on the Call Detail page that caused the page to load slowly when extra retries were enabled. The page is now loading as expected.


Widget templates are now cloning properly.

Prior to this release, when cloning a widget template, the information was not being transferred to the newly cloned widget. Now widget templates are being cloned correctly.

General maintenance note

We continue to make incremental improvements to the user interface, voice infrastructure, and system security throughout Mindful Callback.

June 15, 2023

General maintenance note

We continue to make incremental improvements to the user interface, voice infrastructure, and system security throughout Mindful Callback.


April 20, 2023

General maintenance note

We continue to make incremental improvements to the user interface, voice infrastructure, and system security throughout Mindful Callback.


April 11, 2023

General maintenance note

We continue to make incremental improvements to the user interface, voice infrastructure, and system security throughout Mindful Callback.


March 7, 2023

Fixed issues icon

Tab Indexing issues have been fixed

This release addresses tab indexing issues on both the Callback Status and Call Detail pages in an effort to enhance accessibility for mouse-free and screen reader users.


Help Links updated
All in-application Help links have been updated to link to the latest Mindful Callback documentation.

General maintenance note

We continue to make incremental improvements to the user interface, voice infrastructure, and system security throughout Mindful Callback.


Was this article helpful?

Changing your password will log you out immediately. Use the new password to log back in.
First name must have atleast 2 characters. Numbers and special characters are not allowed.
Last name must have atleast 1 characters. Numbers and special characters are not allowed.
Enter a valid email
Enter a valid password
Your profile has been successfully updated.