52 results found
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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 -
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 -
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.
5 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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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.
4 votes -
Use Natural Language in Vega SMS Report Results
We've just launched Vega Interact SMS. As a Sierra library, it has frustrating that beginning with the implementation document, so much of the experience is heavily focused on Polaris tables, settings, & configuration elements.
That seems to have continued to be the case with the reporting as currently available. For example, the notification types displayed in the reporting are based on the Polaris notification types table.
21 = hold notice, 1st level
13 = overdue notice, 3rd levelIf instead of a numeric code, they displayed Hold notice, Overdue Notice, 3rd Level, Hold Cancellation Notice, etc. that would…
4 votes -
Custom Short Codes for SMS Delivery
Branding is increasingly important for public libraries. So too is the reliable receipt of our communications & the distinction, in the patron's mind, between library communications & spam they might receive.
Vega Interact SMS currently sends its text messages from the short code number 60896. We would like an option for a custom number of our own choosing to facilitate the promotion of this service & more easily identify these messages as coming from our library.
For example the short code of 246295 can be used to spell out CINCYL. The short code of 26657 can be used to spell…
4 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.…
4 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.
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 -
Allow Multiple 'Welcome' Text Messages for Different Patrons Using the Same Mobile Number
There are any number of reasons why our patrons might use the same mobile number. A parent & their children? A husband & wife who don't mind a little overcharging?
Currently, while it is possible to receive texts for multiple patron accounts at the same mobile number, only one 'welcome' text is generated - for the first user to opt-in with that number.
Subsequent registrations are successful, however done "quietly" with no confirmation for the user(s).
We would like to see the 'welcome' message sent as many times as it's opted into for a given phone number.
Can the registration…
3 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 -
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 -
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
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