Re: [IUG] Telephone Renewal System Question

[John <jmg97309 at gmail dot com>]

You may as well get used to that., sorry to say  The machine I managed for
years did this constantly.  All you can do is check it often and reboot when
you find it.  We never found any reason or made any sense of it.

The larger problem was that the incoming phone line was not off hook, just
the port on the telerenew machine.  So if you have multiple lines that roll
over, the line will ring, never answer, calls will not roll over to the good
lines, and for all practical purposes, your telerenew is dead to the world.
The only way some one can get to a good line is if they happen to call while
some poor patron is unsuccessfully busying the first line trying to get into
a port that is stuck. And so on down the line.  This makes for lousy
customer service.



John Goodyear

Director

Chemeketa Cooperative Regional Library Service

503-315-4584

jgoodyear at ccrls dot org



On Tue, Mar 2, 2010 at 7:17 AM, Atkinson, Wm Eric
<atkinson dot eric at ocls dot info>wrote:

> We have begun relying more heavily on our Telephone Renewal System and
> we are finding several problems. The first is that when a patron hangs
> up during the opening greeting, the line becomes stuck in an off-hook
> status. Eventually, this happens on all 4 ports and the system will not
> receive any additional calls. Has anyone else encountered this problem?
> If so, have you been able to resolve it?
>
>
>
> Secondly, we have had an increase in the number of patrons claiming to
> have renewed their materials through TRS, even receiving updated due
> dates, but their materials are not actually renewed in Millennium.
>
>
>
> BTW, what we have done recently was to make the TRS renewal an option in
> our call center software so that whenever a user calls the library, they
> are prompted to "press 1 to renew your books" and the call vectors to
> the TRS. This has resulted in a dramatic increase in the volume of calls
> reaching the TRS system.
>
>
>
> Eric Atkinson
>
> Information Systems Department Head
>
> Orange County Library System, Orlando, FL
>
> 407-835-7470
>
> http://www.ocls.info/
>
>
>
>
>
>
>
> ****Florida has a very broad Public Records Law Virtually all written
> communications to or from State and Local officials are public records
> available to the public and media upon request. The Orange County Library
> System policy does not differentiate between personal and business emails.
> E-mail sent via any Library-owned system will be considered public and will
> only be withheld from disclosure if deemed confidential pursuant to State
> Law.****
>
> --
> This message has been scanned for viruses and
> dangerous content by MailScanner, and is
> believed to be clean.
>
>
>
> --- StripMime Report -- processed MIME parts ---
> multipart/alternative
>  text/plain (text body -- kept)
>  text/html
> ---
> --
> This message was distributed through the Innovative Users Group INNOPAC
> list
> Public replies:  INNOPAC at innovativeusers dot org
> Update your subscription options:
> http://innovativeusers.org/iug-discussion-list
>



-- 
John Goodyear
Director
Chemeketa Cooperative Regional Library Service
503-315-4584
jgoodyear at ccrls dot org

-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.



--- StripMime Report -- processed MIME parts ---
multipart/alternative
  text/plain (text body -- kept)
  text/html
---