Global Settings

Quick access: Callback > Global Settings > General tab 

The Enable Blacklisted Numbers feature on the Global Settings page allows you to specify numbers that cannot be dialed by any Call Target in your Organization.  This can include regions not served by your company, known spam numbers, or community service numbers such as 911 and 411.  You can add, edit, or remove numbers consisting of 1 to 15 digits from the blacklist at any time.

Adding Numbers to the Blacklist

Blacklisting a phone number adds it to a list of numbers that Mindful Callback will not call for your Organization. At the time of a callback registration, Mindful Callback checks the blacklist and blocked phone numbers will not be registered for a callback.

Use the following steps to add numbers to the blacklist.

1. Select the Enable Blacklisted Numbers checkbox. When the box is selected, the Add Number button appears.
2. Click Add Number, then enter the phone number you wish to blacklist:
3. Click OK next to the phone number field to apply the identified blacklisted number to the list.
4. Repeat Steps 2-3 to continue adding numbers, if needed.
5. Click Save Changes when you are finished adding numbers to the blacklist.

Editing and Removing Blacklisted Numbers

Use the following steps to edit or remove individual numbers from the blacklist.

1. To edit a number on the blacklist, first locate the row associated with the number, then click Edit.
   1. Edit the phone number as needed, then click Ok.
   2. Save the changes when you are finished editing numbers on the blacklist.
2. To remove a number from the blacklist, click Remove in the row associated with the number. The change will be saved immediately.

Quick Access: Callback > Global Settings > General tab

If you plan to use your own SIP Termination URI, consult the best practices below to ensure smooth operation.

This token is unique to your organization and is required for SIP communication with Mindful Callback. When configuring a SIP integration, the token must be set as the "X-Mindful-Routing-Token" key in a SIP Header or as part of the SIP URI query string.

See the Mindful integration guide for your ACD platform for more specific information on configuring the Routing Token.

Quick Access: Callback > Global Settings > Messaging tab 

The following features and settings are available on the Messaging tab:

• Voice to Messaging transitions to move traffic from your voice channels into informational, read-only SMS messaging
• Automated SMS notifications to confirm callback requests, remind customers of an upcoming callback, or inform them when all callback attempts have failed
• Automated post-call notifications which can include links to surveys or other calls to action
• Handle: Determines the number that will display in a customer's SMS app
• Voice to Messaging Text: Adds a new option to the voice menu to offer customers the opportunity to receive an automated SMS message rather than speaking with an agent
• Voice to Scheduled Callback Message Text: Allows you to customize the message sent to customers who have chosen to schedule a callback via SMS messaging
• Confirmation Text: Contains the text of the message to be sent to customers to confirm that their callback request has successfully been registered
• Reminder Text: Contains the text of the message to be sent to customers who have a scheduled callback almost ready to launch
• Final Attempt Text: Contains the text of the message to be sent to customers when all callback attempts have failed and there are no retries remaining
• Success Text: Contains the text of the message to be sent to customers after a successful callback is completed

For complete instructions and best practices to get the most benefit from Notifications, see Getting started with callback notifications.

Quick Access: Callback > Global Settings > Messaging tab 

When the Enable Voice to Text Message checkbox is selected, a new option will be presented in the voice menu to offer customers the opportunity to disconnect their call and receive an automated SMS message rather than speak with an agent. 

In the Voice to Text Message text field, you can specify the text of a message you would like to be sent to customers via SMS after they have chosen to transition to messaging and left the voice menu. Remember that this message is meant to serve as a transition and to set expectations for how customers can expect their messaging conversation to proceed.

The text entered in this field will automatically apply to all of your Call Targets, but it can be customized for each individual Call Target as needed. Additional options can be applied to each message on the Call Targets page, as well. From there, you can use dynamic variables to customize the messages for each customer.

In the Voice to Scheduled Callback Message Text field, you can specify the text of a message you would like to be sent to customers via SMS after they have chosen to schedule a callback via SMS messaging. This text is meant to inform customers that they can click the link included in the message to interact with a Scheduler widget to schedule a callback. 

The text entered in this field will automatically apply to any new Call Targets you create, and it can be customized for each individual Call Target as needed.

Quick access: Callback > Global Settings > Messaging tab

Quick Access: Callback > Global Settings > Messaging tab 

The Confirmation Text field contains the text of the message to be sent to customers to confirm that their callback request has successfully been registered. This notification will be sent shortly after the customer disconnects their call to wait for their callback. 

The text entered in this field will automatically apply to all of your Call Targets, but it can be customized for each individual Call Target as needed. Additional options can be applied to each message on the Call Targets page, as well. From there, you can use dynamic variables to customize the messages for each customer.

Quick access: Callback > Global Settings > Messaging tab 

The Reminder Text field contains the text of the message to be sent to customers who have a scheduled callback almost ready to launch. Reminder notifications will only be sent for calls scheduled at least 30 minutes in the future.  

The text entered in this field will automatically apply to all of your Call Targets, but it can be customized for each individual Call Target as needed. Additional options can be applied to each message on the Call Target page, as well. From there, you can use dynamic variables to customize the messages for each customer.

Quick access: Callback > Global Settings > Messaging tab

The Final Attempt Text field Contains the text of the message to be sent to customers when all callback attempts have failed and there are no retries remaining. 

The text entered in this field will automatically apply to all of your Call Targets, but it can be customized for each individual Call Target as needed. Additional options can be applied to each message on the Call Targets page, as well. From there, you can use dynamic variables to customize the messages for each customer.

Quick access: Callback > Global Settings > Messaging tab

The Success notification configures the system to send SMS messages to customers after a successful callback is complete. The Success Text field allows you to customize the message that will be sent.

Use cases

The Success Text field sets the text of the message to be sent to customers after their call. You can use this message to communicate anything you would like, including:

• Links to after-call surveys to gather feedback for CSAT, NPS, and other metrics
• Follow-up call to action or reminders
• Targeted sales opportunities

When sending links in the Success notification, such as after-call surveys, you have the advantage of keeping traffic outside of voice channels and ensuring security compliance by leading customers to a secure location.

Quick access: Callback > Global Settings > On/Off tab

The Callback Registration check box on the Global Settings page determines whether all Call Targets can offer callbacks to customers. Customers attempting to register a callback when the box is unchecked will hear “We are unable to offer callbacks at this time”, then the call will be disconnected.

Callbacks already registered before the Callback Registration box was unchecked will be dialed and placed in the high-priority holding queue as usual.

The Spoken ANI Prefix setting allows you to specify a string of numbers to be spoken at the beginning of a customer's ANI when confirming their callback request. For international customers whose area code begins with a zero, the Spoken ANI Prefix setting can be used to ensure that the system speaks the zero at the beginning when confirming the ANI. If this setting is disabled, the zero would be skipped and not spoken in this scenario.

Quick access: Global Settings > General tab

On the Global Settings page, you can enter a Spoken ANI Prefix value to be used as a default for all Call Targets. This value can be overridden for individual Call Targets as needed.

Quick access: Call Targets > Your Call Target > General tab > Dial Settings

If a Spoken ANI Prefix has been configured on the Global Settings page, that value will automatically apply to all of your Call Targets. To remove or change the Spoken ANI Prefix for an individual Call Target, select the Override checkbox on the Call Target page and enter a value to use for the selected Call Target.

Country codes can be used to configure Call Targets for international dialing. This setting allows you to configure country code prefixes that will be appended to a customer's ANI but not announced to the customer when confirming their callback phone number.

Quick Access: Callback > Call Targets > Your Call Target > General tab > Dial Settings

You can list multiple codes in the Country Codes field by separating each code with a comma. The first country code provided in the list will be used when no ANI is available. For example, if you have entered 358,44,39 and no ANI is available, the system will automatically append 358 at the beginning of the phone number that the customer entered when they requested a callback. If you believe that a specific country code will be used more often than others, consider listing it as the first number in this field.

These two settings, Minimum Callback Number Length and Maximum Callback Number Length, allow you to set the number of digits required or allowed in a dial string. This can be useful when your customers request callbacks in different countries around the world with different phone number lengths. For example, some countries may have a minimum length of 7 digits and a maximum length of 12.

Quick access: Callback > Call Targets > Your Call Target > General tab > Dial Settings

These settings can also be used to make sure that callback numbers contain a specific number of digits, such as 10 digits for callers from the U.S.A. If you wished to only accept 10-digit callback numbers, you could set both the Minimum Callback Number Length and Maximum Callback Number Length to a value of 10. Alternatively, if you wished to accept either 7-digit or 10-digit numbers, you could set the minimum to 7 and the maximum to 10.

When the Require Country Code checkbox is selected, the Mindful Callback application will require customers to enter their country code along with their complete phone number.

Quick access: Callback > Call Targets > Your Call Target > General tab > Registration Settings

By default, Require Country Code is deselected and Mindful Callback will use a customer's ANI to determine the appropriate country code to dial. See the Additional considerations section later in this article for more details.

Additional considerations

Voice prompts

The default audio file used to prompt customers to enter their callback phone number does not explicitly instruct customers to enter their country code. Similarly, the voice prompt that indicates that a callback number is not valid does not remind customers to enter their country code.

If you enable the Require Country Code setting, we recommend replacing the default audio files so that your customers are informed that they will need to enter their country code along with their callback number. The following audio files should be reviewed or replaced:

• Register Callback Phone Number: This prompt states "Please enter the number you'd like us to call you back on, followed by the pound key" by default. We recommend updating the verbiage to specifically instruct customers to enter their country code.
• Phone Number Length: This prompt states "The phone number you entered was invalid" by default. We recommend reiterating the country code requirement in this prompt.

For more information about replacing audio files, see How to Manage Audio Files.

ANI Announcement

If the Announce ANI setting and Require Country Code are both enabled, then the system will speak the country code to customers along with the detected ANI. If the Announce ANI setting is enabled but Require Country Code is disabled, then the system will not include the country code when speaking the ANI.

Automatic country code detection

If the Require Country Code setting is not enabled, the Mindful Callback application will attempt to obtain the appropriate country code from several sources, in order:

1. First, the system will look to the Country Codes field to see if you have entered a list of specific country codes to use. It will look for a country code from the Country Codes field that matches the detected ANI.
2. If the Country Codes field is empty, the system will compare the ANI to a default list of country codes to find a match.
3. If no country code can be found by any of the previous methods, the system will use the North American country code (+1).

It is possible to override the default SIP profile used for outbound calls made via SIP. A Mindful representative can work with you to create alternative SIP profiles for calls to your customers or your contact center. 

Designating an alternative SIP profile for your contact center can provide the flexibility to pass custom SIP parameters from Mindful Callback into your telephony environment. For example, to make SIP-to-SIP calls you may need to add parameters for a username and password for SIP registration. Any other parameters that your company requires can be added this way, as well. 

For more information on setting up alternative SIP profiles, contact a Mindful representative.

In the majority of cases, Mindful Callback does not handle media traffic and Real-time Transport Protocol (RTP) streams, instead allowing a more direct connection between your customers and the contact center. 

However, in rare cases, it can be beneficial for Callback to act as a bridge for the media traffic between both parties. For example, if calls need to be established between two TLS-compliant parties that each require specific authentication and configuration, then that may require a reliable intermediary to ensure that all RTP traffic is sent in a compliant way in both directions. 

If a rare case such as this applies to your organization, please contact a Mindful representative to discuss the options available for managing media traffic.

Mindful Callback detects both in-band (audible) and out-of-band (inaudible) DTMF signals. In rare cases, an international phone service carrier can send both in-band and out-of-band DTMF signals at once, which can cause issues with DTMF detection.