Enable or disable callback offers and dialing at the organization level.

The On/Off tab on the Global Settings page provides options to disable the launching of outbound callbacks or to stop offering callbacks entirely.

Process Callbacks

The Process Callbacks check box on the Global Settings page determines whether Mindful can launch outbound calls. When the box is selected, all Call Targets in the organization can dial callbacks as usual. When the box is deselected, all Call Targets can still process inbound calls and register new callbacks, but no callbacks will be dialed until the box is selected again.

This setting is meant to be used in an emergency when you need to temporarily disallow callbacks from being returned because you are experiencing a suddenly high influx of calls or your staffing level is unexpectedly reduced. The option can alleviate some of the strain on your agents temporarily by not including high-priority callbacks in their rotation and allowing them to take calls out of the normal holding queue instead.

When Process Callbacks is deselected, Mindful will continue to provide customers with the opportunity to request a callback. Callbacks will not be launched at their designated time but will be added to the internal waitlist until the box is selected again.

Register Callbacks

The Register Callbacks 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 deselected will hear "We are unable to offer callbacks at this time", then the call will be disconnected.

Callbacks already registered before Register Callbacks was deselected will be dialed and placed in the high-priority holding queue as usual.

Prevent callbacks outside of business hours

End of day handling settings for Call Targets allow you to offer next-day callbacks before the end of business hours to prevent callbacks from being dialed outside of the hours of operation.

If the Offer Next Business Day Callbacks setting is disabled for a Call Target, be aware that callbacks could be registered up to the last moment of the hours of operation, which could cause callbacks to be dialed after the end of the business day.