General
Manage general settings for your organization.
The General tab on the Global Settings page contains basic information and settings related your organization, such as your unique routing token, optional blocked numbers, and international dialing options.
To learn about settings on other tabs, see Global settings page.
Basic settings
Basic settings include safeguards to prevent high toll charges for international calls and outbound dialing to blocked phone numbers.
Max Per Minute Rate
This setting only appears if a Mindful super admin has enabled international dialing for your organization.
The Max Per Minute Rate can be used to limit potential toll charges when dialing international phone numbers. Entering a value into this field will prevent Mindful from dialing international numbers when the specified rate would be exceeded.
Enable Blacklisted Numbers
The Enable Blacklisted Numbers setting 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. At the time of a callback registration, Mindful checks this list and will not register the callback if the requested number is found.
You can add, edit, or remove numbers consisting of 1 to 15 digits at any time.
To add a number to the list, click Add Number. As long as the Enable Blacklisted Numbers checkbox is selected, all numbers on the list will be blocked from outbound dialing. If the checkbox is deselected, the list will remain in place, but the numbers will not be blocked.
Consider the following best practices when adding numbers to the list:
For complete phone numbers, include the country code.
To add a group of phone numbers, identify the most common information for that phone number.
For example, the phone number 1-330-123-4567 could be added in the following ways:
By country code — Only enter the country code (1).
By area code — Only enter the country code and area code (1330).
By phone number prefix — Only enter the country code, area code, and prefix (1330123).
By line number — Only enter the country code, area code, prefix, and any portion of the line number (133012345 or 1330123456).
When adding a phone number, include the country code at the beginning of the number. For example, if you wanted to block a phone number from the United States, you would enter a 1 before the remaining digits. Neglecting to enter the country code may result in the number not being blocked.
Emergency and public-service phone numbers are automatically blocked from being dialed, but they can still be registered as a callback number if you have not added them to the list. If a customer registers a callback to one of these numbers, it will not be dialed.
If you would like to confirm whether a specific emergency number is blocked from dialing, contact the Mindful Support team.
SIP settings
The SIP Settings section contains your unique routing token and an optional field to configure your own SIP termination URI.
Routing Token
This token is unique to your organization and is required for SIP communication with Mindful. 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.
SIP Termination URI
The SIP Termination URI field is optional. If your company uses its own SIP Trunk Termination URI to save money on toll charges compared to standard phone lines, you can enter it here to instruct Mindful to use it.
If you plan to use your own SIP Termination URI, consult the best practices below to ensure smooth operation.
G.711 is the default codec for SIP trunking.
Add the necessary IP addresses (based on your region) to your access control list to enable communication of SIP and RTP traffic to and from the SIP Trunk Termination URI. Contact the Mindful Support team to obtain the IP addresses for your region.
This setting can be overridden for individual Call Targets. Overriding SIP settings allows you to designate different behavior for Call Targets that face unique requirements for SIP communication.
Advanced features
The Advanced Features section will appear empty unless a Mindful super admin has enabled certain features (such as international dialing) for your organization.
Allow International
If a Mindful super admin has enabled international dialing, you will see the Allow International checkbox on the Global Settings page, although it is not changeable by client admins.
To learn more, see International dialing.
Spoken ANI Prefix
When international dialing is enabled, this 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.
