30 results found
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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
3 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.
6 votes -
Ability to "Rebrand" Teleforms in the SDA
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 -
Add SMS support for Korean
Korean is an official language of our library. We would love to have SMS messages support that language.
2 votes -
Add SMS support for Vietnamese
Vietnamese is an official language of our library. We would love to have SMS messages support that language.
2 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.
2 votes -
Add SMS support for Amharic language.
Amharic is an official language of our library. We would love to have SMS message support that language.
1 vote -
SMS eReceipt
Allow for eReceipts to be sent via SMS and not traditional SMS-to-email methodology.
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.
2 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."
2 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.
4 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 -
Maintain Search Results
Currently, when you search the call campaign results for a patron's name or number you're brought to a list of results. When you click on one of the results & want to go back & look at another, you hit the back button & you see a "confirm form resubmission" message & then, rather than going back to the results page, have to conduct your search again.
Search results should be preserved for review/navigation from one to the next until they're no longer needed.
1 vote -
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…
2 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…
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
3 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.
6 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…6 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.
9 votesThis idea will be reviewed by the product management team for consideration in an upcoming release.
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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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