52 results found
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SMS eReceipt
Allow for eReceipts to be sent via SMS and not traditional SMS-to-email methodology.
41 votes -
Update the ILS to flag unsubscription to SMS
Some libraries want the option to automatically change the notification method in the ILS if a patron texts STOP.
28 votes -
Add SMS support for Chinese language.
Chinese is an official language of our library. We would love to have SMS messages support that language.
15 votes -
Add SMS support for Korean
Korean is an official language of our library. We would love to have SMS messages support that language.
14 votes -
Adding PAC "Text It!" Feature into Innovative Phone Alerts
We would like to add the "Text It" feature from the PAC as an added part of the Innovative Phone Alerts. This is the feature that allows patrons and staff members to use the PAC to text to their phone the call number of a particular copy on the catalog. Due to changes in the way that Innovative Phone Alerts sends out its notifications without the need for the Wireless Carrier, this feature no longer works without the carrier table being populated. However, it is no longer reliable to maintain the carrier information, since many carriers no longer support SMS-to-email…
13 votes -
IPA messages should be available for all notice types
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.
13 votes -
Separate Almost Overdue & Autorenew messages
In the old Notices setup, we had two separate options for Almost Overdue SMS and Autorenew SMS, which we could (and did!) customize separately. In Vega Interact we were given one option for a combined SMS notice for both. This requires us to be more vague, and it frankly sounds odd to say 'either your items are due soon and/or they were renewed'. Please bring back both separate options!
12 votes -
Test Call Generator
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.
11 votesThis idea will be reviewed by the product management team for consideration in an upcoming release.
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Blocked Account Notice
Currently, if a patron is blocked from borrowing due to too many fines and/or long overdue items they can still place hold requests. This causes issues when the patron comes into the library to check out the items and is met with a block.
A notice type should be added where a patron gets notified when their account is blocked and they can no longer check out materials. This will help patrons understand they can still place holds, but cannot checkout until they bring their account to good standing.
10 votes -
Option to group all notices into one phone call per patron
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…8 votes -
Please Add Date Filter or Daily Reporting on Campaigns
We're about to begin our second week of calls made through IPA.
Our library values the importance of metrics for both analysis & troubleshooting & since moving from i-tiva to IPA, see the lack of daily reports as an unfortunate step backward. We liked knowing which days of the week had larger call volumes or if marketing or other efforts created a boost in usage, which is a lot harder to determine without daily reporting, or at the very least without a 'date' filter.
8 votesThis idea will be reviewed by the product management team for consideration in an upcoming release.
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IPA Phone Tree/Menu Expansion
We're about to go live on IPA after using i-tiva for the last several years (& Teleforms before that). We've got about 140K patrons who prefer receiving their library notices by phone over e-mail, so we're keen on keeping that playing field as level as possible.
At the same time, we're hoping for as seamless a user experience as possible & also interested in making sure these users can, when needed, connect to a human being. As it stands, IPA does not currently have a menu option to connect to live help or an "operator."
In either case, this would…
8 votesThis idea will be reviewed by the product management team for consideration in an upcoming release.
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Courtesy Notice Phone Call
We have 140,000 patrons with a notice preference set to telephone, which currently means they receive notifications for holds & overdues. It would speak more to equity of service if they were able to receive courtesy notices for items that are either nearly due or have been renewed through Sierra's autorenewal process by phone, just as those whose notice preference is set to e-mail do.
8 votesThis idea will be reviewed by the product management team for consideration in an upcoming release.
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Send Almost Overdue & Autorenew Notices by SMS
We have found that Polaris sends Almost Overdue & Autorenew notices by email if the patron has a valid email address on their account, even if they have selected TXT as their notification option. The only way to send an Almost Overdue notice by text is to check the "Additional TXT notice" box, which makes no sense if the patron has already chosen TXT for notices.
Most patrons who chose TXT for notifications do so because they do not read their emails. The Almost Overdue notices are missed and late fines are incurred. Vega Interact should send Almost Overdue &…
7 votes -
More Local Control Over "Holiday" Calling
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…
7 votes -
Add customizable recording for "invalid account number" (i.e. blocked cards) to IPA
While testing IPA, it was determined that library patrons who have blocked cards receive a recording of "you've entered an invalid number," rather than directing them to contact the library. Because "an invalid number" could also mean the number was input incorrectly, it would be much less confusing to the patron if the recording for a number that was in the ILS but could not be accessed was customizable.
7 votesThis idea will be reviewed by the product management team for consideration in an upcoming release.
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Make Text Messaging Its Own Unique Notice Type
Since February (it's now June), we have been moving toward the implementation of Vega Interact SMS. After a series of stumbles & sputters, things now seem to be back on track, though we were just yesterday blindsided with the alarming news that for Sierra users at least, text messages are only available as an option to patrons who have their notice preference set to email.
We learned early in our review of Vega Interact SMS that these text alerts would supplement, not replace, a patron's chosen notice preference. While not optimal, as it meant patrons would be receiving multiple notices…
6 votes -
Add Reporting on Incoming Calls
We are excited to see the improvements already underway in the new Library Portal for Vega Interact Voice & SMS, but we would very much like to see reporting added on incoming calls, so we can track the dial-in activity on our 513-LIBRARY line.
There is lots of potentially useful information that might be culled, even beyond just general call volume. Call durations, the home library of the caller, the menu options selected, etc. If, for example, we see that a significant number of users are choosing the option to hear library announcements, we'll see that as clear indication that…
6 votes -
Improve Reporting Export
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.
6 votes -
Cancel Hold Via IPA
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.
6 votes
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