Known issues
This article provides an overview of known issues in the Mindful platform, including descriptions, workarounds, and identification dates. It covers both shared and government environments.
In addition to new and updated features, Mindful shares known issues that our developers, testers, and customers have identified. When Mindful Callback issues are resolved, we will remove the known issue from this page and announce the fixed issue in the Mindful Callback release notes. If a fix has not yet been implemented, read the known issue description for a workaround or a clarification of the issue.
Shared environment
MENG-1108
Callback scheduling is offered outside of business hours when widget/API scheduling is enabled and voice scheduling is disabled.
When Offer Scheduled Callback (Widget/API) is enabled and Offer Scheduled Callback (Voice) is disabled, callers will hear a scheduling offer in the voice menu after hours. This is caused by an incorrect audio file being played while the scheduling feature is not actually available. If a caller tries to accept the scheduling offer in this scenario, the call will be disconnected.
Workaround: None
Date identified: October 2024
MENG-1105
Individual users can disable the multi-factor authentication (MFA) requirement in a specific scenario.
If a Mindful admin configures an individual user account to require MFA when MFA is not required for the entire organization, two issues occur:
On the next login, the user will see a message indicating that MFA is required for the organization, which is incorrect.
The user can disable the MFA requirement for their own account on the profile page.
Workaround: Enable the MFA requirement for the organization to prevent users from disabling the requirement for their individual accounts.
Date identified: October 2024
MENG-675
The Scheduler API does not take the Max Requested Callbacks setting into account.
If the Max Requested Callbacks is exceeded, it is still possible to register callbacks via the Scheduler API.
Workaround: Before requesting a callback via API, invoke the Retrieve real-time Call Target statistics endpoint and evaluate the totalCurrentAsap attribute to determine whether the threshold has been exceeded.
Date identified: April 2024
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. To learn more about these fields, see the Templates HTML article.
ExampleAs 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, 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 Callback 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
