Release highlights

The Callback Overview page is available!

This new page presents metrics that were previously available on the Callback Status page, while the Call Target statistics table remains on the Callback Status page. All familiar metrics are still available, and moving them to the Callback Overview page improves load times for real-time reports.

To learn more, see Callback overview.

New aggregated historical metrics API endpoints are now available.

New API endpoints now provide historical data on callback offers, customer choices, and the final outcomes of interactions.

The following historical aggregated callback metrics are available:

• Offer metrics — View the total number of offers and track customer choices across voice and digital channels.

• Offer metrics by interval — View offer metrics by interval (15m, 1h, 1d, 1W, 1M, or 1Y).

• Outcome metrics — View callback outcomes and performance metrics with optional filters

• Outcome metrics by interval — View outcome metrics by interval (15m, 1h, 1d, 1W, 1M, or 1Y).

To view complete endpoint documentation, see Mindful API v2.

A new useSrvFailover attribute will be returned for Call Target configuration API endpoints.

Several API endpoints related to Call Target configuration now include the useSrvFailover attribute. This attribute indicates whether the Call Target is configured to sequentially attempt each endpoint (up to five) listed in the SRV record(s) when making outbound calls to contact centers using SRV-based DNS SIP URIs. The affected endpoints include:

• Create a new Call Target

• Update a Call Target

• Retrieve Call Target details

System alerts will now be refreshed once per minute.

To manage system alerts, the Mindful platform will query for issues once per minute, instead of every 15 seconds. This adjustment reduces the potential performance impact of frequent issue checks.

Fixed issues

(MENG-1060) An issue that prevented Access Control Lists (ACL) from properly rate-limiting source IP addresses has been resolved.

The ACL rate limit was not being applied correctly, allowing for more requests than intended. This release addresses the issue to ensure requests are limited properly.

(MCB-3610) An issue that caused duplicate entries in the Audit report for some users has been resolved.

For organizations using single sign-on (SSO), duplicate user-generated events were sometimes logged in the Audit report. With this release, each new event will be logged only once for these users.

(MENG-924) An issue that caused failed SMS messages to be marked as successful in some cases has been resolved.

Previously, specific types of failures led Mindful to incorrectly label an outbound SMS message as successful. We've updated our detection of message failures to ensure that failures are now logged accurately.

(MENG-1080) An issue that prevented outbound calls with Dynamic DNIS Mapping from being dialed in a specific scenario has been resolved.

If Dynamic DNIS Mapping was enabled but no mapping rules were defined, outbound calls failed to dial, leaving them stuck in a "calling customer/agent" state.

(MENG-1095) The Call Detail page will now load more efficiently.

We are optimizing the data loading process to reduce page load time, and this release takes us further in that direction.

(MENG-675) The Scheduler API now respects the Max Requested Callbacks setting.

Previously, it was possible to register callbacks via the Scheduler API even when the maximum callback limit was exceeded. This release ensures callbacks cannot be registered beyond the set maximum.

(MENG-1051) An issue that affected the password-reset experience for users with MFA enabled has been resolved.

Users with MFA enabled were previously required to refresh the page to log in after resetting their passwords. Now, they will be prompted for an MFA code immediately after resetting their password.

(MENG-1052) Users can once again view their MFA recovery codes on the profile page.

Previously, clicking the Show Recovery Code button on the user profile page did not provide the recovery code. Now, clicking the button will result in a password prompt and show the code afterward.

(MENG-1053) An issue that prevented users from using their MFA recovery code to reset credentials has been resolved.

If a user lost an MFA device and attempted to use an MFA recovery code to log in and reset their device, the recovery code was not accepted, returning the user to the login page. Now, MFA recovery codes function as intended, allowing users to log in and reset their MFA devices.

(MENG-1082) The first-time MFA setup process now requests only one verification code.

Previously, the setup process required two codes, which could lead to failures. Now, only a single code is requested, as intended.

(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) was enabled and Offer Scheduled Callback (Voice) was disabled, callers would hear a scheduling offer in the voice menu after hours. Now, the scheduling offer will not be made in the voice menu in this scenario.

(MENG-1112 & MENG-1116) Two issues that prevented users from logging in under certain conditions have been resolved.

Previously, users blocked from logging in after three failed attempts, even after using the "Forgot Password" option, remained locked out. Similarly, users with a new temporary password resent by an admin would remain locked out. Now, users can log in with their new passwords in both scenarios.

(MENG-1142) New users with temporary passwords will no longer see the "Forgot Password" option on the login page.

Since the reset process does not function for new users who haven't logged in before, this option is now hidden.

(MENG-1140) A missing text label has been added to the Call Detail report.

When using the phone number filter on the Call Detail page, the visual indicator for the filter was missing a text label. The label will now display "Phone #" followed by the filtered number.

(MENG-1015) The "Create a new Call Target" API endpoint no longer accepts KVPs outside of the configuration object.

This update ensures all configuration details are submitted correctly within the configuration object.

(MENG-1105) Individual users can no longer disable the MFA requirement in a specific scenario.

If a Mindful admin requires MFA for an individual account when MFA is not mandated organization-wide, users will no longer be able to disable MFA for their account.