Segments tab

Configure multi-skill Segments for Call Targets.

Segments allow you to direct multiple agent skill lines to one Call Target for callback registration and processing. Using Segments supports multi-skilled agents in a single queue while maintaining combined ECBT, real-time reporting, and callback pacing settings.

With this setup, calls for different agent skills can be treated by a single Call Target. The Call Target identifies the inbound phone number or SIP header and maps it to different outbound contact-center numbers.

Note:

  • There is a limit of 200 Segments per Call Target. If you need more than 200 Segments for a single agent group, we recommend using separate Call Targets for that group.

  • For guidance on when and when not to use Segments, see Best practices for using Segments to combine queues.

Configure Segments

Follow the steps below to configure new Segments:

  1. On the settings page for a Call Target, open the Segments tab.

    You will see a table displaying the details of existing Segments, including names and the inbound identifier (key) associated with each one.

    example of dynamic dnis mapping

  2. Click Add Segment to begin.

  3. Review and configure each setting in the New Segment window that appears:

    • Name — Enter a descriptive name for the Segment that identifies its use.

    • Key Type and Value — Select one of the available key types (Diversion Header, Custom X-Header, or Phone Number) and enter the corresponding value.

      When Mindful Callback detects this key with the associated value on an inbound call, it will know to use this Segment to process the call. The example "Billing - French" Segment shown below will be used for inbound SIP calls with an x-lang header containing a value of "fr".

      example segment

      See the section below for detailed information on each of the available key types.

    • Contact-center settings and registration settings — For each registration setting, you can choose to inherit the value from the Call Target or specify unique selections for the Segment.

      segment settings

    • Media Set — Select a unique Media Set for the Segment, if needed, or choose to inherit the Media Set assigned to the Call Target.

      Choosing a Media Set that is different than the one assigned to the Call Target will be useful when segmenting based on languages, countries, or regions.

    • Callback CID — Enter the Caller ID value to send to customer phones when dialing callbacks through this Segment.

  4. Click Save Segment when finished.

Note:

A maximum of 1,024 characters can be used for key headers, key values, and the Callback CID field.

Key types

When creating a new Segment, 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 Segment mapping. You will need to define the Diversion header in the Call Target Metadata tab of the Call Target page.

illustration of diversion header segment mapping

Custom X-Header

If you want to assign a Segment to a custom SIP 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 Segment mapping. You will need to define the x-custom header in the Call Target Metadata tab of the Call Target page.

To target a Segment with a Scheduler widget, you must define the x-custom header on the User Data Set for the widget. API requests to the Register a Callback endpoint do not support Segments.

illustration of custom x header segment mapping

Phone Number

With this option, the Call Target identifies the Mindful Callback phone number receiving the inbound call for Segment mapping. To use this key type, you must first provision a number on the Phone Numbers page, then assign that number to the Call Target.

illustration of source based segment mapping
Important: For Segments using a phone number key, the mapping will be removed if the associated phone number is deleted or reassigned on the Phone Numbers page. If you need to view the configuration of a mapping that has been removed, you can view the original creation (update) event in the Audit Log.