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Innovative Phone Alerts & SMS

Innovative Phone Alerts & SMS

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  1. Some libraries want the option to automatically change the notification method in the ILS if a patron texts STOP.

    17 votes

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  2. Allow for eReceipts to be sent via SMS and not traditional SMS-to-email methodology.

    14 votes

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  3. We would like the ability to insert the branch name into the header of the error emails that are sent out. We have all our error messages sent to a central email box, and would like this option to more easily parse out which errors need to be addressed by which branch.

    4 votes

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  4. Chinese is an official language of our library. We would love to have SMS messages support that language.

    9 votes

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  5. Korean is an official language of our library. We would love to have SMS messages support that language.

    8 votes

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  6. We have been using IPA for some time now & the call data has built up considerably. This, coupled with how IPA's reporting is frustratingly broken down into multiple campaigns & then further broken down by successful vs failed calls, makes reviewing call data for a searched for user more time consuming than it should be.

    We would like the ability to purge call data after x amount of time. This would also help mitigate concerns over data retention.

    2 votes

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  7. Have the monitoring/reporting portal display both the actual call/dial datetime and the PAPI notice post time

    4 votes

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  8. IPA's reporting allows you to filter or search call campaigns for a specific customer name or phone number. The results list is brought up onscreen (see attached image 1). You have the option to Export the results list, but when you do so, it's the entire call campaign, not your search results (see attached image 2).

    It would be far more useful for review & troubleshooting if the Export &/or Print options applied to what you were looking at onscreen.

    3 votes

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  9. Vietnamese is an official language of our library. We would love to have SMS messages support that language.

    2 votes

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  10. Amharic is an official language of our library. We would love to have SMS message support that language.

    2 votes

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  11. I'm not sure if this is possible already, as we're not yet using SMS Alerts/Vega Interact, but I would like to see a scenario where when a customer gets a text message notification from the library:

    A LIBRARY ITEM YOU BORROWED IS OVERDUE. CLICK HERE FOR DETAILS <LINK>

    When configured, I know patrons can type R for renew & the system will attempt to renew the overdue item.

    Our library offers 24/7 virtual reference via text messaging. So, I'd like to see a patron be able to respond with an H in SMS Alerts & that somehow connect with/launch a…

    1 vote

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  12. Currently, when a customer calls IPA, they can hear their total number of holds, & the title & position in the queue for each hold. We want them to be able to cancel a hold request if no longer interested in an item.

    Customers who manage their account by phone should have access to the same functionality on that platform as those who manage their account online.

    4 votes

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  13. To view a customer's recent history of telephone notifications, from their record, staff currently navigate from View - Teleforms. We haven't used Teleforms as a product since 2017, & it's a little confusing to have to explain to staff the connection between this, i-tiva, IPA, Vega Interact, or whatever other products might be in play.

    We'd like to see the ability to rename Teleforms to whatever the locally used product might be, or even something generic, like Telephone Notification History.

    1 vote

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  14. Currently, IPA does not make calls on a number of holidays in the USA & Canada (see attached for the USA dates, which includes standard holidays & others that are less so, like the day after Thanksgiving).

    This runs counter to our pre-IPA practice of allowing calls on all days except Christmas & Easter.

    It also runs counter to our sending of e-mail notices, which go out 365 days a year.

    We'd like the ability to exercise more local control over what days, if any, calls are not made.

    And as we learned yesterday (July 4th), the ability for patrons…

    6 votes

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  15. Currently the conclusion string of the message (in our case "goodbye") is included in the string that is spoken before the "repeating" message. It would be ideal to only have this conclusion message spoken once, at the very end of the call before the system hangs up.

    3 votes

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  16. We'd like for IPA to offer the same types of notices that LX Starter does to allow for better equity for our phone patrons.

    7 votes

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  17. If a patrons has the Innovative Mobile App with an associated account have the IPA alert go through the applications push notification rather than the SMS notification. I know this is asking for a lot, but it's something our team discussed as ideal method of delivery

    6 votes

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  18. We would like improved customization for the prompts/menu options heard when callers dial in to IPA. Our Library's preferred designation for patrons is "customers," & while that seems trivial, we'd like it to be consistent. We'd also like to be able to change things like "patron barcode" to "library card number."

    2 votes

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  19. When a customer claims to not be receiving calls for hold or overdue notices, one of the first steps in troubleshooting using our previous telephone notification system was to generate & queue a test call. We'd choose the call type (hold or overdue), enter the customer's number, & the system would generate & send out a call.

    We'd often be able to do this in real-time, when a customer is at a branch & staff can be there to confirm whether they got the call.

    We'd very much like to see this functionality added to IPA's dashboard.

    9 votes

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  20. Having the option for libraries to toggle on/off a setting that would group all notice types for a patron into a single phone call per notice batch run would allow libraries to reduce the number of times the system calls a customer in a short period of time.

    For Example:
    Currently, if a customer has 2 items overdue, 3 items on the hold shelf and 1 hold that was canceled then they would get 3 separate phone calls.

    Libraries may prefer to have their patrons get all of this information at once if it is all available at the time…

    7 votes

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