Mindful platform integration guides
The following table contains a list of platforms currently available for integration with Mindful. Here you can see which communication methods are supported (SIP, PSTN, or both), and how data is exchanged (SIP Header or Mindful Datastore).
| Platform | SIP/PSTN | User data exchange | Notes | Level of Support |
|---|---|---|---|---|
| Amazon Connect | PSTN | Datastore | Not available for the Government instance | Full support |
| Avaya Aura | Both | SIP Header | User-to-User SIP Header only | Full support |
| Avaya Interaction Center (AIC) | SIP | SIP Header | For Digital Callback requests, Datastore is required for passing user data. | Full support |
| Cisco PCCE | Both | SIP Header / Datastore | Datastore is supported with on-premise client appliance | Full support |
| Cisco UCCE | Both | SIP Header / Datastore | Datastore is supported with on-premise client appliance | Full support |
| Cisco UCCX | Both | Datastore | Full support | |
| Five9 | Both | SIP Header / Datastore |
| Full support |
| Genesys Pure Engage | Both | SIP Header / Datastore | Full support | |
| Genesys Cloud | Both | Datastore | Supports RESTful APIs but the Datastore integration has not been deployed | Full support |
| NICE InContact / CXone | Both | SIP Header /Datastore | Full support | |
| Talkdesk | PSTN | Datastore | Not available for the Government instance | Full support |
| Twilio Flex | SIP | SIP Header / Datastore | Supports RESTful APIs but the Datastore integration has not been deployed | Full support |
| Webex Contact Center | PSTN | Datastore | Full support |
Supplementary integration guides
The following supplementary integration guides can assist with meeting unique requirements for specific integrations.
| Guide | Description |
|---|---|
| Avaya UUI Routing with Mindful Callback | Consolidate queuing VDNs into a single Call Target when Avaya routes multiple VDNs to the same group of agents. |
| Using Cloud Server Provider (CSP) SIP headers for Verizon Business | Meet the requirements for Verizon's Cloud Server Provider (CSP) model to allow customers to use Verizon as a carrier. |
SBC guides
Mindful Callback integrations can function with different Session Border Controller (SBC) products regardless of the ACD platform used in your environment. Click any of the links below for instructions on integrating your chosen SBC.
Compatibility matrix
The following table lists the supported versions of various components in third-party telephony environments.
Avaya
| Component | Supported version(s) |
|---|---|
| Avaya Aura suite | Version 8 |
| Avaya SBCE | 8.1.2 PATCH 2 |
Vendor Certifications
The following table lists the official vendor certifications received for Mindful Callback. The listed vendors have rigorously tested and approved Mindful Callback for reliable interoperability with their platforms. If you would like more information about a particular certification, contact a Mindful representative.
| Vendor | Platform | Certification date |
|---|---|---|
| Avaya | Avaya Aura Communication Manager, Avaya Aura Session Manager, Avaya Session Border Controller for Enterprise | Issue 1.0 - 6/28/2021 |
