38 results found
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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 -
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.
5 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.
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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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 -
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 &…
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 -
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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Consortia Member Identity in SMS
I am so tired of trying to be a consortia in a stand alone environment!
Patrons identify with their local independant library. A single opt in landing page doesn't allow for local branding to unify the experience within the website or collection site. Currently selecting the single opt in page passes you out of the domain to a generic shared page for the entire consortia. This means no library logo/color and single brand messaging.
Not only are we sending them off brand and off site, but the Vendor (who is of zero importance to our patrons) takes up most of…
2 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.
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 Amharic language.
Amharic is an official language of our library. We would love to have SMS message support that language.
2 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…
2 votes -
Allow use of nonstandard phone number field tags
Due to limitations in the fields exposed to print templates, we have repurposed SIerra's TELEPHONE2 field for use as a non-telephonic field. It would be helpful if IPA would place calls only to the phone numbers defined in a tag list of patron fields defined by each library.
Alternatively, expose more patron record fields to the print template interface. :D
2 votes -
Send Almost Overdue & Autorenew Messages by SMS
We have found that Polaris sends Almost Overdue notices by email if the patron has a valid email address on their account, even if the patron has chosen TXT as their notification option. The only way to send an Almost Overdue text message is by checking the "Additional TXT notice" box. Most patrons who select TXT as their notification option do so because they do not read their emails, so the Almost Overdue alerts are ignored and late fines are incurred.
If a patron selects TXT as their notification option, the Almost Overdue & Autorenew notices should be sent by…
1 vote -
Help Option in SMS Alerts
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 -
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
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