54 results found
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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 -
Incorporate Innovative Mobile Push Notifications from Innovative Phone Alerts
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 -
Ability to Purge Call Data
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.
5 votes -
Allow for adding a header into the error emails that includes the branch code/name
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.
5 votes -
Cumulative Call Status Reporting
A support scenario that I imagine is pretty typical among libraries is one where staff receive word that a customer is not receiving their telephone notices. Staff then checks the available reporting to review the call history for that customer.
In IPA, currently, the reporting is grouped by result status. See image ipa1. So you have the Answered calls in one data set, the Failed calls in another, the Ignored, & Pending calls in yet another. Aside from knowing the total number (e.g. x calls failed because of y), this isn't user-friendly at all.
When we receive word that a…
5 votesThis idea will be reviewed by the product management team for consideration in an upcoming release.
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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…
4 votes -
Additional Reporting for Dial-In IPA/Vega Interact
We currently have 115K+ patrons with Phone as their notice preference. Since launching the dial-in component of IPA/Vega interact Voice, we've had roughly 21K calls.
We would like more reporting on what it is they're calling in for. Are they selecting the option to listen to their current checkouts, their holds? Are they choosing to hear library announcements? Are they navigating through multiple menu options on the same call?
For something like the library announcements option especially, it would help us better gauge the usefulness of updating this content more frequently so it remains fresh & informative.
4 votes -
Portal display both the actual call/dial datetime & notice post time
Have the monitoring/reporting portal display both the actual call/dial datetime and the PAPI notice post time
4 votes -
Consolidate SMS Delivery For All Sierra Notice Types
We are a Sierra library working toward the implementation of Vega Interact SMS.
In our preparation, we've seen testers receive multiple courtesy notice texts in quick succession, for items either due or automatically renewed on the same day.
We understand that there are currently a couple of contributing factors for this behavior, including location-based triggering, where unlike overdue notices, all other notice types-including courtesy notices-can trigger multiple messages if the items involved belong to different shelving locations or branches.
We’ve been told that it’s also influenced by Sierra’s wildcard behavior, which can cause the system to treat each location as…3 votes -
Export Options for Vega Interact SMS/Voice
We've recently implemented Vega Interact SMS & have been looking at the options available in the reporting portal. We'd like to see the ability to export reporting data in a variety of formats (PDF, CSV, etc.).
This will be useful whether we need to generate a report on total activity to add to our metrics or search on activity for a single user & share that with staff at that user's branch.
3 votes -
More Definitive Confirmation for SMS Opt-In
Currently, when a patron registers to receive text alerts through Vega Interact, assuming their information successfully authenticates against their patron record, they see what's shown in the attached image once they submit the opt-in form.
Rather than a 'Success!' message or alert that they'll receive a 'welcome text' from the vendor's short code number, they see the same header text they do on the initial registration page to 'Sign up to receive CHPL account notifications by text message,' which they just did.
We would like to see more clear indication in the wording that the registrant's information has been accepted.…
3 votes -
Send back other statuses other than 11 for failed calls
My understanding is that currently, Vega Interact (which we only use for phone calls) is only capable of writing back calls that go through successfully as notification status = 11 (Call failed - Undetermined error).
Our expectation previously was that the system would retry a call 3x before rolling to print. We don't currently mail print notices, so rolling to print immediately essentially means the patron doesn't get notified.
We would like Vega Interact to add the ability to write back other notification statuses, especially in these situations:
3 --Call not completed - Hang up
4 --Call not completed -…3 votes -
IPA should work with letters in library card numbers
We have a number of library cards that begin with letters instead of numbers. If Polaris is able to use these as valid cards, IPA should allow people with these cards to interact with the system. As it is, there is nothing they can do to interact with the system by phone.
3 votes -
Freeze Holds Via Dial-In IPA
Patrons would appreciate the ability to freeze/thaw their currently active holds via Innovative Phone Alerts/Vega Interact.
As a library with 120,000 patrons who receive their notices by phone & presumably also engage with the dial-in component, we would like these users to be afforded functionality similar to what patrons who manage their holds online experience.
3 votes -
More Customization for Prompts
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."
3 votes -
Separate out conclusion/goodbye part of message
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 -
Fine Payment Via IPA
Customers would like to be able to remit charges due to the library by telephone.
We have 125K+ patrons who have their notice preference set to telephone. A number of them also rely on IPA to manage their library transactions, whether its to review & renew borrowed or requested items.
We would like to continue to enhance their experience & provide them with the same level of account management available to customers who manage their account online. In this case, we'd like to see IPA add functionality that would allow customers to pay any charges on their account via Innovative…
3 votes -
Add Password Reset to Login Page
We went live on IPA last week. At the moment, only two staff have the password, still unchanged from the default provided during implementation. This morning, we found that we've been locked out.
While we're looking into having our access restored, the addition of a 'Forgot your password?' option to the login screen seems like a no-brainer.
3 votesThis idea will be reviewed by the product management team for consideration in an upcoming release.
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Allow for Searching by Notice Type in Vega Interact Reporting
We're currently doing some pre-launch testing of Vega Interact SMS. A couple of our testers have seen a randomly received "default" notice that isn't tied to any notice type/email, which we hadn't configured.
Reviewing the reporting to pull these for Support, I realized that it would be very helpful if you could search on NOTICE_TYPE (hold, courtesy, overdue 2, this weird one we're seeing, etc.) to limit to only those that you want to see, whether you're looking at the history of a single patron or several.
It would also be useful, when that limit is not set prior to…
2 votes -
Show Item Detail in Vega Interact SMS Reporting
We are currently testing Vega Interact SMS prior to our planned go-live in a couple of weeks. A staff tester received an unexpected text this morning, for a message type we didn't set up during the implementation (courtesy texts, because we have autorenewals enabled & we understand that's not currently available, at least to Sierra libraries).
In trying to troubleshoot/determine the notice type, which is displayed as the Polaris code of 5_1, we're assuming it was that type of notice, because what the staff member received has the look of an unconfigured message.
The reporting displays the item location, but…
2 votes
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