Global settings page
Manage settings that affect your Mindful organization.
The Global Settings page contains settings related to your Mindful organization as a whole. Many of the settings on this page make features available to your Call Targets, while some control default values to automatically apply to each Call Target.
Global settings in Mindful can be thought of as an umbrella for your entire company on the platform, whereas individual Call Targets relate more closely to lines of business, departments, or teams. Many settings configured on the Global Settings page will apply to all interactions for any customers who interact with Mindful.
Configurable settings
The Global Settings page is separated into tabs that group similar settings together. The guides listed below explain each setting found on the page:
Additional options
Each of the customization options below only apply in specific scenarios and are only available to Mindful staff.
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 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.
This setting can be overridden for individual Call Targets. Overriding SIP settings allows you to designate different behavior for Call Targets that face unique requirements for SIP communication.
RTP media traffic
In the majority of cases, Mindful 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 Mindful 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, contact a Mindful representative to discuss the options available for managing media traffic.
Enhanced in-band DTMF detection
Mindful 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 Mindful organization, 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 case applies to your organization.
