General

The Global Settings > General tab contains basic information about your Organization and a few options that impact the way Call Targets are initially configured by default.

Blacklist Numbers

Quick access: Callback > Global Settings > General tab

The Enable Blacklisted Numbers feature on the Global Settings page allows you to specify numbers that cannot be dialed by any Call Target in your Organization.

This can include regions not served by your company, known spam numbers, or community service numbers such as 911 and 411.

You can add, edit, or remove numbers consisting of 1 to 15 digits from the blacklist at any time.

Adding Numbers to the List

Adding a phone number to the list adds it to a list of numbers that Mindful Callback will not call for your Organization. At the time of a callback registration, Mindful Callback checks the blacklist and blocked phone numbers will not be registered for a callback.

Keep the following best practices in mind when adding numbers to the blacklist.

• For complete phone numbers, include the country code.
• To blacklist a group of phone numbers, identify the most common information for that phone number.
  • For example, the phone number 1-330-123-4567 could be blacklisted in the following ways:
    • By country code: Only enter the country code (1)
    • By area code: Only enter the country code and area code (1330)
    • By phone number prefix: Only enter the country code, area code, and prefix (1330123)
    • By line number: Only enter the country code, area code, prefix, and any portion of the line number (133012345 or 1330123456)

Use the following steps to add numbers to the list.

1. Select the Enable Blacklisted Numbers checkbox. When the box is selected, the Add Number button appears.
2. Click Add Number, then enter the phone number you wish to blacklist:
3. Click OK next to the phone number field to apply the identified blacklisted number to the list.
4. Repeat Steps 2-3 to continue adding numbers, if needed.
5. Click Save Changes when you are finished adding numbers to the blacklist.

Editing and Removing Numbers

Use the following steps to edit or remove individual numbers from the list.

1. To edit a number on the blacklist, first locate the row associated with the number, then click Edit.
   1. Edit the phone number as needed, then click Ok.
   2. Save the changes when you are finished editing numbers on the blacklist.
2. To remove a number from the blacklist, click Remove in the row associated with the number. The change will be saved immediately.

SIP Termination URI

Quick Access: Callback > Global Settings > General tab

If you plan to use your own SIP Termination URI, consult the best practices below to ensure smooth operation.

Routing Token

This token is unique to your organization and is required for SIP communication with Mindful Callback. When configuring a SIP integration, the token must be set as the "X-Mindful-Routing-Token" key in a SIP Header or as part of the SIP URI query string.

See the Mindful integration guide for your ACD platform for more specific information on configuring the Routing Token.

Messaging

The Global Settings > Messaging tab allows you to enable messaging features for your organization and configure SMS notifications for customers awaiting callbacks.

Global Messaging Settings

Quick Access: Callback > Global Settings > Messaging tab

The following features and settings are available on the Messaging tab:

• Voice to Messaging transitions to move traffic from your voice channels into informational, read-only SMS messaging

• Automated SMS notifications to confirm callback requests, remind customers of an upcoming callback, or inform them when all callback attempts have failed

• Automated post-call notifications which can include links to surveys or other calls to action

• Handle: Determines the number that will display in a customer's SMS app.

  Note: For government users - In the government instance, SMS short codes can be used for the Handle.

• Voice to Messaging Text: Adds a new option to the voice menu to offer customers the opportunity to receive an automated SMS message rather than speaking with an agent

• Voice to Scheduled Callback Message Text: Allows you to customize the message sent to customers who have chosen to schedule a callback via SMS messaging

• Confirmation Text: Contains the text of the message to be sent to customers to confirm that their callback request has successfully been registered

• Reminder Text: Contains the text of the message to be sent to customers who have a scheduled callback almost ready to launch

• Final Attempt Text: Contains the text of the message to be sent to customers when all callback attempts have failed and there are no retries remaining

• Success Text: Contains the text of the message to be sent to customers after a successful callback is completed

For complete instructions and best practices to get the most benefit from Notifications, see Getting started with callback notifications.

Voice to Messaging Text

Quick Access: Callback > Global Settings > Messaging tab

When the Enable Voice to Text Message checkbox is selected, a new option will be presented in the voice menu to offer customers the opportunity to disconnect their call and receive an automated SMS message rather than speak with an agent.

In the Voice to Text Message text field, you can specify the text of a message you would like to be sent to customers via SMS after they have chosen to transition to messaging and left the voice menu. Remember that this message is meant to serve as a transition and to set expectations for how customers can expect their messaging conversation to proceed.

The text entered in this field will automatically apply to all of your Call Targets, but it can be customized for each individual Call Target as needed. Additional options can be applied to each message on the Call Targets page, as well. From there, you can use dynamic variables to customize the messages for each customer.

Voice to Scheduled Callback Message Text

Quick access: Callback > Global Settings > Messaging tab

In the Voice to Scheduled Callback Message Text field, you can specify the text of a message you would like to be sent to customers via SMS after they have chosen to schedule a callback via SMS messaging. This text is meant to inform customers that they can click the link included in the message to interact with a Scheduler widget to schedule a callback.

The text entered in this field will automatically apply to any new Call Targets you create, and it can be customized for each individual Call Target as needed.

Confirmation Text

Quick Access: Callback > Global Settings > Messaging tab

The Confirmation Text field contains the text of the message to be sent to customers to confirm that their callback request has successfully been registered. This notification will be sent shortly after the customer disconnects their call to wait for their callback.

The first time a notification is sent from your Organization, it should include language informing the customer that they may opt-out of SMS messaging at any time by replying STOP (ex: Reply STOP to stop receiving text messages from us). This language should be included in the confirmation notification since this is generally the first message that an Organization delivers to a customer. If a customer replies STOP, a message will be sent explaining how they can opt back into messaging in the future.

The text entered in this field will automatically apply to all of your Call Targets, but it can be customized for each individual Call Target as needed. Additional options can be applied to each message on the Call Targets page, as well. From there, you can use dynamic variables to customize the messages for each customer.

Reminder Text

Quick access: Callback > Global Settings > Messaging tab

The Reminder Text field contains the text of the message to be sent to customers who have a scheduled callback almost ready to launch. Reminder notifications will only be sent for calls scheduled at least 30 minutes in the future.

The text entered in this field will automatically apply to all of your Call Targets, but it can be customized for each individual Call Target as needed. Additional options can be applied to each message on the Call Target page, as well. From there, you can use dynamic variables to customize the messages for each customer.

Final Attempt Text

Quick access: Callback > Global Settings > Messaging tab

The Final Attempt Text field Contains the text of the message to be sent to customers when all callback attempts have failed and there are no retries remaining.

The text entered in this field will automatically apply to all of your Call Targets, but it can be customized for each individual Call Target as needed. Additional options can be applied to each message on the Call Targets page, as well. From there, you can use dynamic variables to customize the messages for each customer.

Success Text

Quick access: Callback > Global Settings > Messaging tab

The Success notification configures the system to send SMS messages to customers after a successful callback is complete. The Success Text field allows you to customize the message that will be sent.

Use cases

The Success Text field sets the text of the message to be sent to customers after their call. You can use this message to communicate anything you would like, including:

• Links to after-call surveys to gather feedback for CSAT, NPS, and other metrics
• Follow-up call to action or reminders
• Targeted sales opportunities

When sending links in the Success notification, such as after-call surveys, you have the advantage of keeping traffic outside of voice channels and ensuring security compliance by leading customers to a secure location.

To avoid sending surveys too often to your customers, we recommend paying close attention to which Call Targets utilize Success notifications and how long the feature is enabled at a time. The following tips can help to manage the frequency of survey offers.

• Enable Success notifications for specific periods of time to gather survey input, then disable them until you would like to gather input again.
• Choose Call Targets that do not experience a high volume of repeat callers to avoid sending multiple surveys to individuals each day.
• For Call Targets with very low volume and very few repeat callers, you might consider leaving the feature enabled at all times. In this case, it is still important to monitor the usage over time.

You can also add automations to notification messages to improve the customer experience. This allows customers to respond to SMS messages in prescribed ways. The following automations can be added to the text of your Notifications. Automations must be set up by Mindful staff before you will be able to add them to your Notifications.

• @callme provides the ability to register a new callback
• @cancel offers the option to cancel a pending callback
• @status provides the ability to check the status of a pending callback

Using dynamic text replacement

Near the text field for any notification, you will see a list of buttons labeled Available Components. You can click any of these buttons to add the corresponding component, such as the customer contact number or ECBT, into the text field as a variable. This allows you to insert dynamic text that is customized for each interaction.

• Contact Number: Click to insert the customer's phone number into the message text.
• Callback CID: Click to insert your Callback CID into the message text. This is the number that will appear on the customer's phone via Caller ID.
• ECBT: Click to insert the Estimated Callback Time into the message text.
• Scheduled Time: Click to insert the scheduled callback time into the message.
• Widget URL: Click to insert a link to a Scheduler Widget, then select the Widget to use on the Call Target page for an individual Call Target.

Example

The following example uses several available components to personalize a notification:

We will call you back at {{contact-number}}. Your estimated callback time is {{ecbt}}, and the callback will be coming from {{callback-cid}}.

In this example, the customer would see something like:

We will call you back at 330-555-1234. Your estimated callback time is 15 minutes from now, and the callback will be coming from 800-555-9988.

Metadata

The Metadata tab allows you to configure default Metadata Items that will be applied to all calls throughout your Organization. To learn more, see How to add or edit metadata items.

Hours

The Global Settings > Hours tab allows you to set the hours of operation for your Organization for each day of the week.

Time Zone

Quick access: Callback > Global Settings > Hours tab

The Timezone dropdown menu allows you to set the default time zone for your Organization. This time zone will be used for each Call Target's hours of operation by default, but it can be overridden for individual Call Targets.

If your Call Targets serve customers from different parts of the world, then you may need to designate a time zone for a specific Call Target that differs from the Organization. In this case, we recommend selecting an Organization time zone that corresponds to the area in which you operate the most.

Hours of Operation

Quick access: Callback > Global Settings > Hours tab

The Hours of Operation section of the Hours tab provides options to set the hours of operation for each day of the week and designate holidays with unique hours. This will set default values to be applied to all Call Targets, but each Call Target can be configured with its own unique hours of operation, as well. If you need to make a change to your Hours of Operation for any Call Target, those changes take place immediately, as the system considers the Hours of Operation prior to every callback offer.

Use the following steps to add or remove regular hours of operation or holiday hours.

1. Click Add Hours entry.
2. Using the dropdown menu, select the first day of the week that you are open. If you would like to use the same hours for all seven days per week, choose the Everyday option.
3. Enter your opening and closing hours for the day. Click AM or PM to select the time of day.
4. Repeat Steps 1-3 for each additional day that your call center is open.
5. Additional actions you can take:
   1. To add unique hours for specific dates, such as holidays, click Add Holiday Hours. Enter or select your desired date, then set the hours for that day as needed.
   2. To configure any day as Open 24 Hours, set the times to 12:00 AM to 12:00 AM.
   3. To designate a particular day as closed, such as a holiday, select the Closed checkbox in the appropriate row.
   4. To remove any row from this section, click the Remove button in the appropriate row.

Effects on callback scheduling

The Number of Days Out to Schedule Voice Callbacks and Number of Days Out to Schedule Widget Callbacks settings do not apply when the Hours of Operation are closed for an entire day. In the following example, the system skips the days that are closed and allows scheduling for three days afterward.

Customizing your weekly hours

The Every Day option allows you to set the same hours for all seven days per week. However, you may find that you would like to set the same hours for certain days of the week while setting different hours for other days. In the following example, a call center is open five days per week while remaining closed on weekends. While other configurations are certainly possible, use the following steps to configure a five-day week.

1. Click Add Hours entry.
2. Select Every Day from the dropdown menu.
3. Set your desired business hours in the corresponding row.
4. Click Add Hours entry two more times to add two additional rows.
5. Select Saturday and Sunday in the two new rows.
6. Select the Closed checkbox for Saturday and Sunday.

You now have the same hours set for every day of the week, with Saturday and Sunday set to Closed. This will provide you with the same hours five days per week.

On/Off

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

Callback Processing

Quick access: Callback > Global Settings > On/Off tab

The Callback Processing check box on the Global Settings page determines whether the system can launch outbound calls. When the box is checked, all Call Targets in the Organization can dial callbacks as usual. When the box is unchecked, all Call Targets can still process inbound calls and register new callbacks, but no callbacks will be made until the box is checked again. The check box is meant to be used in an emergency when you need to temporarily disallow callbacks from being returned.

When Callback Processing is unchecked, the system 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 checked.

This option is designed to be used when 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.

Preventing 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 after the Hours of Operation are closed.

If the Offer Next Business Day Callbacks setting is disabled, 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.

Callback Registration

Quick access: Callback > Global Settings > On/Off tab

The Callback Registration 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 unchecked will hear "We are unable to offer callbacks at this time", then the call will be disconnected.

Callbacks already registered before the Callback Registration box was unchecked will be dialed and placed in the high-priority holding queue as usual.

International Dialing

A Mindful representative can configure your Mindful Callback account for international dialing, which will allow you to access international phone numbers for your Call Targets.

When international dialing is enabled, the following additional options appear on the Global Settings and Call Targets pages to manage the way that international calls are dialed.

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 their callback request. For international customers whose area code begins with a zero, the Spoken ANI Prefix 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 in this scenario.

Quick access: Global Settings > General tab

On the Global Settings page, you can enter a Spoken ANI Prefix value to be used as a default for all Call Targets. This value can be overridden for individual Call Targets as needed.

Quick access: Call Targets > Your Call Target > General tab > Dial Settings

If a Spoken ANI Prefix has been configured on the Global Settings page, that value will automatically apply to all of your Call Targets. 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

Callback > Call Targets > Your Call Target > General tab > Callback Strategy

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 the customer when confirming their callback phone number.

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, the system 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 around the world with different phone number lengths. For example, some countries may have a minimum length of 7 digits and a maximum length of 12.

Quick access: Callback > Call Targets > Your Call Target > General tab > Dial Settings

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 U.S.A. If you wished 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 wished 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, the Mindful Callback application will require customers to enter their country code along with their complete phone number.

Quick access: Callback > Call Targets > Your Call Target > General tab > Registration Settings

By default, Require Country Code is deselected and Mindful Callback will use a customer's ANI to determine the appropriate country code to dial. See the Additional considerations section later in this article for more details.

Additional considerations

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 about replacing audio files, 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 system will not include the country code when speaking the ANI.

Automatic country code detection

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

1. First, the system 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, the system 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, the system will use the North American country code (+1).

Additional options

Each of the customization options below only apply to specific scenarios, and are only available to Mindful staff. Click any of the links below to learn more about these options. Please contact a Mindful representative for more information on any of the additional features listed below.

Using Alternative SIP Profiles

It is possible to override the default SIP profile used for outbound calls made via SIP. A Mindful representative can work with you to create alternative SIP profiles for calls to your customers or your contact center.

Designating an alternative SIP profile for your contact center can provide the flexibility to pass custom SIP parameters from Mindful Callback into your telephony environment. For example, to make SIP-to-SIP calls you may need to add parameters for a username and password for SIP registration. Any other parameters that your company requires can be added this way, as well.

For more information on setting up alternative SIP profiles, contact a Mindful representative.

Managing RTP Media Traffic

In the majority of cases, Mindful Callback does not handle media traffic and Real-time Transport Protocol (RTP) streams, instead allowing a more direct connection between your customers and the contact center.

However, in rare cases, it can be beneficial for Callback to act as a bridge for the media traffic between both parties. For example, if calls need to be established between two TLS-compliant parties that each require specific authentication and configuration, then that may require a reliable intermediary to ensure that all RTP traffic is sent in a compliant way in both directions.

If a rare case such as this applies to your organization, please contact a Mindful representative to discuss the options available for managing media traffic.

Enhanced In-Band DTMF Detection

Mindful Callback detects both in-band (audible) and out-of-band (inaudible) DTMF signals. In rare cases, an international phone service carrier can send both in-band and out-of-band DTMF signals at once, which can cause issues with DTMF detection.

To address these cases, an alternate DTMF detection module can be applied to your Callback account, allowing the system to undo the duplication and more accurately distinguish true in-band signals.

Contact a Mindful representative for more information about enhanced in-band DTMF detection if this rare case applies to your organization.