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  1. Laura Knudsen
  2. Sierra/ Millennium/ Encore
  3. Friday, June 16 2017, 10:24 AM
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Hi all,

We're looking to replace our aging Teleforms TNS and TRS. Any advice you can provide on the following questions would be extremely helpful.

1. Are you using Talkingtech's itiva Message and i-tiva Connect with Sierra? If so:

a. Did you have any trouble with the setup? If so, what?
b. Does it work with a turnkey server?
c. Does it work with iii's AWS?

2. Are you using a solution other than i-tiva? If so, what is it and how is it working for you?

Thanks!

Laura Knudsen
Digital Systems Specialist
Idea Exchange
1 North Square, Cambridge, ON N1S 2K6
519.621.0460 x154
ideaexchange.org

lknudsen@ideaexchange.org
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Sarah Frieldsmith Accepted Answer
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Back with an update. We have been running i-tiva TALKINGTECH for just over a week now.

PROS
- The reports on the TALKINGTECH side are great. They contain more info than TRS/TNS reports when it comes to reason for call failure (and success). You can install a reports app and run them from your desktop.
- The system is stable. We had to restart our TRS system multiple times a week.
- Voice is great.
- It's one server instead of two (separate TRS and TNS servers).
- We did just unplug the one server and plug in the other when we were ready to switch.
- Seamless transition for patrons and public services library staff.

NEUTRAL
- Most recent MS platform supported is server 2012. All our other servers are running 2016. (Pro is that it's not Windows XP, which our TRS and TNS servers were.)
- It's not a turnkey server. You have to buy it, set it up, and maintain it yourself. (This may be a pro for some and a con for others.)

CONS
- Pretty much no usable information about the physical call in Sierra patron record View > Teleforms. Innovative does not support real time updates.
--- All you can see in Sierra is the date the call was made. The time is not accurate. The time shown is the time all calling finished for the day.
--- Call Status is not useful. It will say "COMPLETE" with Result "NONE" when the actual notification may not have been successful (e.g., the number belongs to a fax machine, the call was rejected, etc.)
- TALKINGTECH reports do not indicate the type of call (i.e., hold or overdue). You have to look it up in Sierra patron records View > Teleforms.
- Patron name pronunciation is poor for our area. We have a number of different immigrant populations. We elected not to have it say a name for outgoing calls. We might end up disabling it for incoming, as well, if we get complaints. TALKINGTECH does have options for adjusting pronunciation, but we don't have the staff resources to do it.
- It's a not insignificant annual subscription cost. We weren't really paying anything to run our TRS and TNS servers.

sfrieldsmith@saclibrary.org

sfrieldsmith@saclibrary.org
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HI Sarah,
Just a note - iTiva used to have a feature tied to the inbound calls (where people can call to renew their items) where Customers could record their own name when they call in. We are migrating in the next few months, so I'll be sure to ask about this feature.

Elizabeth (Vancouver Island Regional Library)
ewright@virl.bc.ca
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Karen Perone Accepted Answer
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We are in the same place but a step behind Sarah. We have our new server and Windows Server 2012R2 setup (iTiva won't work with Server 2016). We are moving to hosted tomorrow and then Innovative will work on setting up an installation date for the Teleforms replacement. Paperwork has been filed with iTiva folks and we are awaiting receipt of the new Datalogic card for the new server. I'd be interested in any other comments about this kind of migration if anyone has any.
--Karen Perone, Rodman Public Library

flutebrarian@gmail.com
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  1. more than a month ago
  2. Sierra/ Millennium/ Encore
  3. # 2
Sarah Frieldsmith Accepted Answer
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We are in the process of switching to TalkingTech/iTiva. Communication has been lacking on how/what the Innovative changes are and what the impact is. iTiva seems to think we can just unplug our two old servers and plug the new one in. I'm not convinced it's that easy. If no one else chimes in, I'll come back to this post and update after we are all switched over and I know what the process is.

Thus far, our issues have been who is responsible for sending dialogic cards (Innovative and ITiva still figuring things out) and having to reschedule install times (our fault), as the server we ordered was delayed in both ordering and shipping.

Sarah Frieldsmith
Integrated Library Systems Supervisor
Sacramento Public Library
828 I Street, Sacramento, CA 95814

sfrieldsmith@saclibrary.org
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  1. more than a month ago
  2. Sierra/ Millennium/ Encore
  3. # 3
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