Spoken ANI Prefix

The Spoken ANI Prefix setting allows you to specify a string of numbers to be spoken at the beginning of a customer's ANI when confirming a callback request. For international customers whose area code begins with a zero, this setting can be used to ensure that the system speaks the zero at the beginning when confirming the ANI. If this setting is disabled, the zero would be skipped and not spoken.

On the Global Settings page, you can enter a Spoken ANI Prefix to be used as a default for all Call Targets. This value can be overridden for individual Call Targets, as needed. To remove or change the Spoken ANI Prefix for an individual Call Target, select the Override checkbox on the Call Target page and enter a value to use for the selected Call Target.

Country Codes

Country codes can be used to configure Call Targets for international dialing. This setting allows you to configure country code prefixes that will be appended to a customer's ANI but not announced to customers when confirming their callback phone numbers.

You can list multiple codes in the Country Codes field by separating each code with a comma. The first country code provided in the list will be used when no ANI is available.

For example, if you have entered 358,44,39 and no ANI is available, Mindful will automatically append 358 at the beginning of the phone number that the customer entered when they requested a callback. If you believe that a specific country code will be used more often than others, consider listing it as the first number in this field.

Minimum/Maximum Callback Number Length

These two settings (Minimum Callback Number Length and Maximum Callback Number Length) allow you to set the number of digits required or allowed in a dial string. This can be useful when your customers request callbacks in different countries with different phone number lengths.

For example, some countries may have a minimum length of seven digits and a maximum length of 12.

These settings can also be used to make sure that callback numbers contain a specific number of digits, such as 10 digits for callers from the United States. If you wanted to only accept 10-digit callback numbers, you could set both the Minimum Callback Number Length and Maximum Callback Number Length to a value of 10. Alternatively, if you wanted to accept either 7-digit or 10-digit numbers, you could set the minimum to 7 and the maximum to 10.

Require Country Code

When the Require Country Code checkbox is selected, Mindful will require customers to enter their country code along with their complete phone number.

By default, Require Country Code is deselected and Mindful will use a customer's ANI to determine the appropriate country code to dial.

Voice prompts

The default audio file used to prompt customers to enter their callback phone number does not explicitly instruct customers to enter their country code. Similarly, the voice prompt that indicates that a callback number is not valid does not remind customers to enter their country code.

If you enable the Require Country Code setting, we recommend replacing the default audio files so that your customers are informed that they will need to enter their country code along with their callback number. The following audio files should be reviewed or replaced:

• Register Callback Phone Number — This prompt states "Please enter the number you'd like us to call you back on, followed by the pound key" by default. We recommend updating the verbiage to specifically instruct customers to enter their country code.
• Phone Number Length — This prompt states "The phone number you entered was invalid" by default. We recommend reiterating the country code requirement in this prompt.

For more information, see How to manage audio files.

ANI Announcement

If the Announce ANI setting and Require Country Code are both enabled, then the system will speak the country code to customers along with the detected ANI. If the Announce ANI setting is enabled but Require Country Code is disabled, then the country code will not be included when speaking the ANI.

Automatic country code detection

If Require Country Code is not enabled, Mindful will attempt to obtain the appropriate country code from several sources, in order:

1. First, it will look to the Country Codes field to see if you have entered a list of specific country codes to use. It will look for a country code from the Country Codes field that matches the detected ANI.
2. If the Country Codes field is empty, it will compare the ANI to a default list of country codes to find a match.
3. If no country code can be found by any of the previous methods, it will use the North American country code (+1).