Settings available to super users on the Global Settings page

This guide details the settings available to Mindful Callback super users on the Global Settings page. The settings in this guide are only available to Medallia staff.

Callback Region

You can use this field to specify a default region to be used across all Call Targets. The region can be specified for each individual Call Target, as well.

The default Callback Region of the organization will be applied to each Call Target automatically. To override the default for individual Call Targets, first deselect the Use Organization Default Settings checkbox on the Call Target page, then choose an alternative option.

Environment Identifier

This field identifies the environment in which the organization resides (for example, COMQA for the QA environment).

Require ACL for Direct SIP Access

This setting enables the Access Control List page in the sidebar menu, under the "Callback" heading. On the Access Control List page, clients can manage their source SIP IP addresses used for sending SIP traffic to Mindful Callback.

Agent Call In-Band DTMF Detection

Enable this setting to undo the duplication of in-band and out-of-band DTMF signals.

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. To address these cases, an alternate DTMF detection module can be applied to a client organization, allowing the system to undo the duplication and more accurately distinguish true in-band signals.

This setting can be overridden for individual Call Targets.

Bridge Media

This setting instructs Mindful Callback to send all RTP traffic through Mindful Callback servers throughout the entirety of a call.

RTP traffic includes all voice and media spoken or played during the call.

The Bridge Media checkbox is deselected by default and should remain deselected in most cases. It is disabled by default to mitigate any security or latency issues that can arise when we retain control over voice traffic.

The setting can be enabled when we need to bridge two incompatible networks or parties. For example, when the system needs to make SIP-based calls to two different networks with TLS enabled, Bridge Media allows us to maintain a secure connection with both parties at once. This setting can be overridden for individual Call Targets.

Block Media After Reinvite

This setting resolves a rare case in which agents and customers cannot hear each other due to an issue with a client's RTP transcoder. The issue is ultimately caused by RTP packets sending unexpected gaps in timestamps, and we have only seen this occur when clients use AT&T as their PSTN service provider.

Agent/Customer SIP/TLS

The SIP/TLS checkboxes allow you to enforce the TLS protocol on the Twilio SIP trunks used by a Mindful Callback organization. The two checkboxes allow you to enforce TLS on calls to the contact center, customers, or both. When enabled, clients can connect to Mindful Callback using the same domain as non-TLS users, but on a different port (5567).

Note:

• Consult with the Run Team prior to selecting either checkbox to ensure that the proper configuration is in place.

• This setting can be overridden for individual Call Targets. Overriding SIP settings allows you to designate different behaviors for Call Targets that face unique requirements for SIP communication.

There are two main use cases for the SIP/TLS settings, with different configuration requirements for each use case.

Use case 1 — TLS non-bridged

The first use case creates a direct path without the need for Mindful Callback to act as a bridge. Make sure all of the following requirements are met:

1. Select both SIP/TLS checkboxes (Agent SIP/TLS and Customer SIP/TLS).

2. Configure the SIP Termination URI field to use a SIP trunk provided by the client.

3. Deselect (disable) Bridge Media.

4. Configure the Callback Number field with a SIP address provided by the client.

   This ensures that we will use the SIP Termination URI.

Use case 2 — TLS with UDP bridge

The second use case uses TLS on the customer side but not on the contact-center side. This introduces the need for Mindful Callback to act as a bridge between TLS-secured communication on one hand and non-TLS-secured communication on the other. Make sure all of the following requirements are met:

1. Select the Customer SIP/TLS checkbox only.

2. Configure the SIP Termination URI field to use a SIP trunk provided by the client.

3. Deselect (disable) Bridge Media (unless the SIP endpoints serving the customer and agent calls are incompatible).

4. Configure the Callback Number field with a SIP URI pointing to a non-TLS trunk.

   This allows us to override the SIP Termination URI.

Agent/Customer P-Asserted-Identity Header

These two checkboxes control whether P-Asserted-Identity (PAI) headers will be sent on outbound SIP calls during the initial SIP INVITE.

When these boxes are deselected, Mindful Callback will send PAI headers at a later point when the customer and agent are connected. However, some clients may require PAI headers to be present on the first INVITE in order to obtain the customer ANI. In these cases, you can select the appropriate checkbox (Agent or Customer) to fulfill that requirement.

Domain in From Header

This setting replaces the originating IP address with our SIP domain in the FROM header of SIP INVITES from Mindful Callback. This should be enabled by default for organizations created after December 2025.

Use Special SIP Profile for Company/Customer Calls

This setting overrides the default SIP profile used for outbound calls made via SIP.

When needed, we can create alternative SIP profiles for calls to a client's customers or contact center. Designating an alternative SIP profile for a client can provide the flexibility to pass custom SIP parameters from Mindful Callback into their telephony environment.

For example, to make SIP-to-SIP calls, a client may need to add parameters for a username and password for SIP registration. Any other parameters that they require can be added this way, as well.

This setting can be overridden for individual Call Targets. Overriding SIP settings allows you to designate different behaviors for Call Targets that face unique requirements for SIP communication.

Use Specific SIP Router Group for Outbound Calls

This setting requires outbound calls to use a specific group of SIP Router IP addresses for signaling. Option B (Legacy) was removed in September 2024.

Use Legacy Record-Route Signaling

This setting controls whether Mindful Callback will remain in the signaling path for the duration of SIP calls. Enabling this adds the SIP Record-Route header to outgoing messages and effectively disables topology stripping for the call flow.

By enabling this setting, Mindful Callback's network address will be visible in the SIP headers to ensure return connectivity.

Use SRV Records in Failover Attempts

When Use SRV Records in Failover Attempts is active, we serially attempt to reach all endpoints (up to five) listed in the SRV (service) records when making outbound calls to clients using an SRV-based DNS SIP URI. Sometimes included in the Domain Name System (DNS) for a specific domain, SRV records provide a list of backup addresses to attempt if the primary address is not reachable.

Allow International

When selected, the Allow International checkbox enables the organization for international dialing and exposes several additional configurable settings. When international dialing is enabled, the following additional options appear on the Global Settings and Call Target pages to manage the way that international calls are dialed:

Callback > Global Settings > General tab

• Spoken ANI Prefix

Callback > Global Settings > Addresses tab

• All settings in this tab

Callback > Call Targets > Your Call Target > General tab > Dial Settings

• Country Codes
• Spoken ANI Prefix
• Minimum/Maximum Callback Number Length

Callback > Call Targets > Your Call Target > General Tab > Registration Settings

• Require Country Code

Allow Agent Answer Voice Recognition

This setting makes the Agent Answer Recognition setting available to clients on the Call Target page. When Allow Agent Answer Voice Recognition is enabled for an organization, the following additional fields appear on the Call Target page:

• Agent Answer Recognition — (Customer First with Wait for Live Agent enabled) Allows the choice between DTMF input or voice recognition for agents to accept callbacks

• Allow any Speech Recognition — Recognizes an agent's answer based on any speech detected

• Recognition Keywords — Configures a list of keywords or phrases that agents can speak to accept a callback

• Confidence Level — Sets the level of confidence in detecting configured keywords to positively trigger agent speech recognition

Note: This setting is only available when using the Customer First Callback Strategy with agents speaking the English language.

Allow Custom SIP Numbers

This setting lets you add custom SIP numbers on the Phone Numbers page.

When enabled, a link appears on the Phone Numbers page. Clicking this link exposes the Custom Number field and the Reserve Custom SIP Number button (for Mindful Callback staff only), which you can use to add specific SIP numbers (with no prefix required) to the list.

Important: As a best practice, we would like to avoid using custom SIP numbers as much as possible. Consult with your team to determine whether a custom number is truly necessary.