Shared environment

MENG-997

Datastore can update the wrong record if a new callback is registered shortly after canceling a callback to the same number.

This applies when the Enable Mindful Datastore Integration checkbox is selected, which causes Datastore to automatically store and update the ECBT and other statistics. After a callback has been cancelled, Datastore maintains the record of that callback until the data retention period of the associated Data Set Template expires. If Datastore is invoked for the same customer number within the retention period, it will update the data of the original record rather than the new one.

Workaround - None

Date identified - August 2024

MCB-3606

Callers can register an ASAP callback during the End of Day period when no Next Day Callbacks are available.

In this scenario, callers should be played a "call center closing" message and the call should disconnect.

Workaround - None

Date identified - June 2024

ENG-745

The Call Now button on the Call Detail page is available for calls with incomplete registrations.

The button should only be available for pending or completed callbacks and not for inbound calls that did not register a callback.

Workaround - Verify the call type before using the Call Now button.

Date identified - May 2024

MCB-3550

Duplicate Call Detail records can be created in a specific scenario.

When Callback Strategy is set to Agent First and a customer opts to reschedule a callback after reconnecting, duplicate records are created in the Call Detail report.

Workaround - None

Date identified - October 2023

MCB-3474 & MCB-3475

If specific special characters (such as "&") are used in the name of a Reporting Category, that category will not function as expected.

Although you can save a Reporting Category containing a special character, no data will be displayed on reporting pages with that category selected.

Workaround - Use Reporting Category names containing only alphanumeric characters until this issue is resolved.

Date identified - August 2023

ID Pending

Accessibility issue: When a pre-built Scheduler widget provides the option to schedule a callback, the buttons to choose between ASAP and scheduling do not meet accessibility standards. It is not clear which button is currently in focus by default or when switching between the two.

Workaround - Add a <style> element into the appropriate HTML field (Scheduler > Widgets > Your Widget > HTML tab) to override the styling of the .vht-callback-type-selection CSS class. The appropriate field will either be Offer ASAP & Scheduled Callback HTML or Offer Scheduled Callback Only HTML.

As an example, the following <style> element will place a red border around radio buttons (which are used for the ASAP/scheduling buttons).

<style>.vht-callback-type-selection input[type="radio"]:focus + label {outline: auto red;}</style>

ID Pending

Accessibility issue: When a pre-built Scheduler widget uses the Popup form style, the Phone Number field is in focus right away.

This is not in line with common accessibility standards, because the Phone Number field is not the first in the window.

Workaround - Use the Inline form style rather than the Popup form. For more information on both options, see Getting Started with Scheduler Widgets.

Date identified - 2022

MHF-136

Times on the Block List and Message Lookup pages of Handoff are incorrect.

The Created At time, located on the Block List and Message Lookup pages of the Handoff section, displays the time a message was created in the UTC time zone instead of the organization's time zone. This also applies to the Updated At time displayed on the Message Lookup page.

Workaround - None

Date identified - November 2022

MCB-2697

Extension dialing no longer works.

The Allow Extension or Phone Number setting, located in the General tab of the Call Target page, allowed callers to enter an extension for their callback number. Callers can still enter a 10-digit phone number, but extension dialing no longer works.

Workaround - None

Date identified - April 2022

MCB-2850

If the Max Per Minute Rate is exceeded for a given customer phone number, the event is not logged in the Call Detail report.

When a value is set for the Max Per Minute Rate on the Global Settings page, it is possible that a customer's phone number will be rejected due to the potential toll charges exceeding the configured amount. When this occurs, the rejection is not logged in the Call Detail report. Any other call events that occurred during the interaction will still be logged.

Workaround - None

Date identified - November 2020

MCB-2829

Two agent audio prompts can play at the same time in a specific scenario.

In a customer-first interaction, if the customer disconnects the call while the Prompt Agent to Connect audio file is being played to the agent, the Customer Disconnected audio file will play at the same time. This causes both audio prompts to overlap while playing to the agent.

Workaround - None

Date identified - July 2021

MCB-2787

Callback retries are reported inconsistently in the Executive Summary report in a specific scenario.

If an Admin uses the Retry Callback button on the Call Detail page for a callback from a previous day, the entire call record will move to the current day on the Call Detail report. However, the call record will continue to show on its original date on the Executive Summary report.

In this scenario, callback totals become inconsistent between the Call Detail and Executive Summary reports. The number for the current day increases in Call Detail but remains the same in Executive Summary.

Workaround - None

Date identified - April 2021

MCB-2838

Including dashes (-) in the Callback CID of a Call Target causes issues with audio playback.

When dashes are present, the system is unable to speak the Callback CID to customers. When this occurs, the playback switches to text-to-speech rather than playing the configured audio files.

Workaround - Remove any dashes from the Callback CID configured for your Call Target.

Date identified - July 2020

MCB-1296

Scheduled callbacks requested via legacy widgets display incorrectly on the Call Detail page.

When a scheduled callback is requested by a legacy widget (rather than a Scheduler widget), the interaction will display as an ASAP callback registered via widget (Registering:WidgetASAPCallback) rather than a scheduled callback.

Workaround - None

Date identified - May 2020

Government environment

ID Pending

Using Special SIP Profiles at the Call Target level is not working as expected.

Mindful normally allows the option to use a Special SIP Profile for both company and customer outbound calls for specified Call Targets, rather than using the Organization's SIP settings. This option is currently unavailable, as the Organization's SIP settings cannot be overridden.

Workaround - None

Date identified - December 2022