ILS Questions & Answers

Apparently there has been concern expressed about the quantity of holds that are not found on the holds expired (#80) report as well as confusion on what how to process them.  The concern with missing holds increased when we began having reserves available for self pickup and has intensified with the changes in ILS software.  Contributing factors may include:

• customers not checking materials out because they think it is already checked out to them
• staff & customers may be inadvertently not checking out each of the items or not recognizing that the software did not read the bar code
• Some other reason or combination of reasons

Upon looking at several Tracer lists, there are not hundreds of holds missing from any one location as the concerns might indicate.  There is still the question of how to let CarlX know when a hold is not found.  In reviewing several approaches, one approach fulfills the following needs best:

• noting the problem in CarlX regardless which library is needing to note it
• ensuring the customer gets another copy of the item without losing his/her place on the holds list
• providing a mechanism for us to look for the materials and/or to alert us to consider whether we need a replacement copy
• fully automating the process so that no paper notifications of the missing hold need to be sent to another library

The best approach is to use the Trace function. A trace must be associated with a library card so it becomes a hold request.  Another component of the trace function is the tracer list (#61).  Two days after an item has a trace placed it will appear on the owning library’s tracer list and again 14 & 30 days later.  So, the owning library must look for the item 3 separate times.  If the item is found, the hold must be filled and the owning library must check it in since there’s no need process it further as a hold.  If the item is not found by the evening of the 32^nd day from the day the trace was placed, the item is automatically coded “A9/Lostnmiss”.  All items coded A9/Lost… are hidden in the public catalog.

A few other notes about this process:

• To help us learn more about the number of missing holds and more quickly process any found, each library will have 2 types of department cards. 
  
  • rename the current department card to: @XXTrace (XX is your library’s two-letter code. e.g. @DNTrace)
  • create a new department card that may be used for placing holds for items that will be used for a display or that needs to have a sticker added/removed, etc. 
• If a customer has inadvertently taken the item out of the building without checking it out, s/he may inquire why s/he has received another hold for it.  That, then, is the perfect opportunity to review with the customer the procedures to ensure the item is checked out to him/her.
• In the public catalog the status of a trace item shows “missing” because we hope that we will find it.
• After 10 days a hold that is still “in transit” is automatically placed on Trace using the @SYTrace default library card # 00000043.

If there is an item not found on your Hold Shelf, follow these steps:

1. Fully check the holding library for the item (regular shelf, backroom, hold shelf, in process, etc.).  This is especially critical for a non-owning library because the item is only on the owning library’s tracer list.
2. Go to Item Maintenance, enter the item number, and double click the item in the grid to bring up the Item Detail.
3. Select Who Wants and choose Delete.  You will be asked if you really want to delete the hold so select Yes.
4. For the cancel reason, select “Other” and Uncheck patron notification. In the field, type “Missing from XX Hold Shelf” (XX is your location code).  Uncheck the box to notify the customer then select Okay.
5. A BRB will be triggered called Holds Cancel Exception and you will be given four options. Select the first option – Cancel and Place First in Queue to keep the customer at the top of the queue.
6. The item’s status now will be On Shelf (also shows in the public catalog that it is on shelf at the owning library), although, the item isn’t actually on shelf.
7. The item now needs to be placed as a Trace.  From the Item Maintenance bring up the Item Detail and double click on the item. 
8. Choose Trace and enter the owning library’s Trace card (@XXTrace) and select Trace.
9. If an item is found fill the hold, which will be for the customer @XXTrace then:
   
   1. the owning library will immediately clear or return the item.  There’s no need to process it further as a hold.
   2. a non-owning will continue the process for holds.
10. Consistently work the trace reports.

10/17/14 02:41 PM
From: Anne Fischer

The Business Office just brought to my attention that they have been receiving RFPs from some of the libraries to refund prepaid balances to customers. Unless the customer specifically asks you to refund this money rather than have it go towards fines, we would prefer that it not be handled this way. While the customer will get their money back, that balance isn't being removed from their record so it's possible they could be refunded multiple times.

While you cannot add money to the prepaid balances, they can be applied to fines. Yes, you will need to call Cheryl in Circulation Control to have it applied to fines but I believe this is still simpler than having to complete an RFP, the Business Office has to create a purchase order, print a check and mail it to the customer. Then, they need to send the paperwork to Cheryl so that she can create a manual fine and then apply the prepaid balance towards that fine to clear the balance from their record.

Just to recap, the procedure for dealing with prepaid balances unless the customer specifically asks for a refund: If you notice that a customer with fines has a prepaid balance available, call Cheryl and she can apply the prepaid balance to their fines. This will either cover their fines or the customer can then pay the remaining balance.

Only send an RFP to the Business Office for a refund if the customer specifically asks for a refund.

Thanks for working with us on this and eventually these balances will all be cleared from customer records.

Things seem to be humming right along and yet we are still discovering some aspects that needed closer attention.  Here are some things you should know:

1. POS - This week three additional library locations were added to the testing of the updated system.  Anne reports that many of the bugs have been fixed and she is confident that we can roll out the program to all libraries next week.
2. Paperbacks - Please DO NOT change the location codes for paperbacks - they must remain as YP, AP, JP.  These codes are what prevent the item from generating a hold.  The Place Hold icon will continue to show for paperback materials in the catalog, but the customer will not be able to complete the hold. We are still inquiring about removing the hold option, but no resolution yet.
3. Tracer Lists - You may notice that items from TP or ILL show up on your tracer lists.  This is due to these items not being checked in when they are received at their destination.  For example, when you get new items from TP they still need to be cleared when you receive them to change the "in transit" status to "on shelf".  Items that stay "in transit" for more than 10 days automatically go to trace and will begin to appear on your trace list.
4. Lag Time - Please be aware that when you change an item's status it takes some time before it will be reflected correctly in the catalog.  For example, when you change an item to BKR it will not be suppressed in the catalog until a while later.  We are not confident on how long it takes to update, but it is not instantly!
5. Deposit Card Process - The Temporary card type is set up to allow checkout with override.  This allowed us to have an Internet only card where you would never allow the customer to check out materials and a Deposit card for “Cash Deposit” customers.  What we’ve discovered is that TLC really wants you to know that you are overriding the checkout, so they tell you multiple times.  The first screen you see when you try to check out to a “Deposit” customer tells you that the Branch Limit is Exceeded.  On this screen, click the “Override Limit” button.  The second screen then has a “Big Red Box” (BRB) that says that it’s a non-circulating item.  (This is not exactly true except for the fact that it is non-circulating to this customer unless you override.)  On this screen, you will want to set the Due Date (change to 2 weeks from today’s date), then click the “Permit Charge” button.
6. Permanent Tracers - It appears that some of permanent tracers were completely removed from the customer account and some transfered to TLC as lost.  If they transfered as lost they do not count as one of the 3 occurrences.  If you know the item was a permanent tracer in the old system, check the item in and then withdraw the item.
7. RFID - There is nothing new to report at this time.  IT is still working on the issue.  In the meantime, please be sure to carefully scan each item to ensure a proper read.  Remember that the 'beep' doesn't automatically mean the scan was successful.

This is our fourth week of the new ILS and we are still learning... I understand things can be frustrating, but realize that each day we are getting that much closer to being in 'full-swing'! Here are some things you should know:

1. The Point of Sale (POS) is still not functioning fully, but it is functioning.  Libraries should continue to use the Pay Partial function to complete transactions.  Right now Northwest is testing some enhancements with the POS and things seem to be working well.  Once MLS, Comprise, and TLC feels the bugs have been eradicated it will be released to all locations.  We will post updates once we have more information.
2. Paperbacks - If a customer is wanting a paperback the pickup and owning libraries will need to handle this process similarly to how this was done in the old system.  Route the paperback in a routing envelope or with a routing slip to the pickup location with the customer's information (Name, phone number, and library card number).  Once the item arrives at the pickup location, that library should call the customer and and let them know the item is now available for pickup.  Keep the item at the circulation desk and charge the item when the customer comes in to claim it.  Please DO NOT change the location code or any item information.  The Place Hold icon will continue to show for paperback materials in the catalog, but the customer will not be able to complete the hold.  Anne is working with TLC to see if this can be removed, but at this time this is not an option.
3. Tracer Lists should be run each day at each location.  Items that have been placed on TRACE will only show up on the Tracer List at 2 days, 16 days, and 30 days after the initial trace was placed.  This means that each day's list will only contain the items that meet these limits.  If you find the item(s) return them and route them to the owning library or return it to the appropriate location in your library's collection.  Items that have been In Transit for more than 10days will show up on the tracer list and will have been placed by the system (initials OPD).
4. Pay Close Attention! - Our new ILS does not alert staff to issues in the same way as our old system and we believe that items are not getting Charged or Returned accurately.  The system will beep when you scan an item, but it does not mean that the transaction is actually being processed - You need to watch the computer screen for each item!!  You can get busy scanning a whole cart/stack of books and if you are not watching you could generate a BRB which requires an action and anything you scan after that will not be processed.  Moral of the story is we need to slow down and promote accuracy because if we don't we just make more work for ourselves having to go out and search for these items.
5. Lost/Paid Items - I have added some additional information to the staff processes related to Lost/Paid here in the Q&A to include the appropriate program and account numbers for the RFP.  This is only applicable for customers who have paid for a lost item in our old system in the past six months.

From time to time you may encounter a customer who returns a DVD and claims the disc was not in the case when they checked it out. This may be true since discs have gone missing and the case is left on the shelf. One way to avoid the customer getting home and not having the disc in the case is to check inside the case when you check out (or check in) an item to verify the disc is in the case. You will want to use the "Claims Never Had" very sparingly - especially since the customer only gets three instances in a rolling 12 month period.

Be aware that when a child has requested an item and it is available for pickup, the Material Pickup Notification will show the SPONSOR as the customer but will have the child's CARD NUMBER listed. Don't let this confuse you - The SPONSOR is the person financially responsible for the CARD NUMBER listed on the notice. So when you're looking for an item on the reserve shelf, you should look according to the SPONSOR's name and check it out on the CHILD's number. This process becomes interesting when the child's last name is different from the sponsor's last name.

If an item is not on the shelf when completing your router list each morning, please look for it at your location for at least a couple of days - It may be in another spot and hasn't made it to the shelf yet.  If you are still unable to locate the item, you will need to place a TRACE on that item (and not missing).  Staff will need to go into Item Maintenance and place each nonlocated items on TRACE using your Library's card (e.g. BI will use the Belle Isle Library Card, etc.). DO NOT USE THE SYSTEM CARD #OOOOOO43!!!!  These items will now show up on report 61 - Tracer List.  REMEMBER... trace in Carl.X means something totally different than a tracer in our old system.  Our old tracers items are now called Claims Returned and Claims Neverhad.

Steps for Placing a Trace:

1. Open Item Maintenance
2. Enter the item number and search
3. Double click on the item in the flex grid below the bibliographic information
4. Select TRACE in the pop up box
5. Enter your library's card number in the Patron ID box and hit enter
6. You can now select the PLACE TRACE icon to complete the function (You should notice the status of the item change to Trace)

If you are attempting to withdraw an item and the status of the item is "Hold In Transit," meaning the item is being requested by another customer, you will need to complete the following steps the proceed:

1. Return the item.
2. When you get a BRB saying "Hold - Send to CT" you need to select 'OK'
3. Double click on the item grid.
4. Select "Who Wants"
5. Select "Cancel Hold" and for the cancel reason select 'other' and type in "Damaged item-replace hold" and uncheck patron notification.
6. A BRB will be triggered called "Holds Cancel Exception" - Select the appropriate function.
7. If you are the owing library you can now change the status of the item to 'Withdrawn' status. The item needs to be in an 'on-shelf' status before the item can be changed to 'withdrawn' status.

1.      How do I deal with Lost/Paid Refunds if the material is found within six months? Updated  9/25/14

A.      If the book just shows up; we're still looking to see if we can find a report that would give us the info. 

B.      If a customer comes up and says that they paid for a book but they've now found it, do the following:

 i.    Go to the CarlX staff client

 ii.   Click on Item Maintenance

iii.   Click on Item Information

iv.   Click the Drop down box by the word "Key:" and choose item number

v.    Scan or key in the item number

vi.   Double-click the item to bring up Item details

vii.  Click on the Notes button; it will tell you who it was last checked out to and   what date they paid for it; If it's been six months or less, you  may refund the money.  If it is more than their cash drawer can handle then you will need to do an RFP.  Also, if you click on the "Who Has It?" button on the previous screen, the patron ID should be: A9/Lost/paid.  This note confirms that it is a lost paid item and has not been refunded, i.e., it is still in the lost/paid status.

viii.  Submit an RFP in the customer’s name to BUS for the amount of the item. Use Program #999 and Account #805.  If the customer wants a receipt make a copy of the RFP.

ix.    Add patron note indicated the RFP was submitted and include the item number of the material being refunded.

2.      How do we waive fines? - UPDATED 2/11/15

All fine waiving needs to accomplished in Carl.X and not in the POS as previously requested - specifically since there were only these two reasons.  Until there is a fix in the reasons in the POS continue to waive fines using Carl.X. 

3.      Lost card Process -- what do you do if a customer calls and says that their card is lost/stolen?

A.    Put an urgent note on the customer's card saying that the card has been lost/stolen and to ask for ID before issuing new card.  Set the customer status to "See Notes" and use the Pre-defined note saying that the card is lost/stolen.

B.    Expire the card.

4.      If an item is slightly damaged but not while in a customer's possession and is on hold for another customer, how do we denote that the item is not available while it is sent back to the owning library for possible repair?

A.   Change the location to BKR, which will then either cause the customer to get a "hold canceled" notice if it's the last item or another item would be sent to them.

B.   If the damage is not much and it's the only item in system:

i.   Note on the physical item that it’s damaged then let the customer borrow it and tell him/her to please return it to a staff member for repair.

ii.  Put a note on the customer's card saying that the item was loaned in a damaged condition and include the item number so that when it is returned the staff will see the note and not try to make it damaged against that customer (i.e., clear it, then send it to the owning library for repair).

No. When you return an item and the BRB displays the message "Return to: NW" you need to select 'OK' and then place that item in the correct routing container. You only need to select the 'Print Receipt' when the BRB displays the message "Hold - Send to CT" which will then generate the hold label that is placed on the item. Hold labels should be placed on the item so that the customer name/card number runs up the spine of the material.

When receiving a returned ILL, please try to check in the item(s) normally. If you cannot process the item for return, please send the item to ILL.

No. The workstation timeouts will be set at a system level and will apply to all positions. The default timeouts are: Time-out to main window after 3 minutes & Staff timeout after 5 minutes.

No. The paperbacks will be cataloged and will display in the online catalog for customers to see. These items contain the message: “This material is not available for holds. It is shelved with the library’s paperback collection.”

Yes. The more a tag is used, searched, and clicked on the ‘bolder’ that tag becomes. It also increased the relevancy of that term in the search function.

At this time there are strange audience types showing up. Cataloging is working on cleaning up the records so that these audience types are more accurate.

At this time this task will be completed by the members of the web services. The titles feature new titles and categories of materials related to events happening within our library system (i.e. Black History Month, Summer Reading, Holidays, etc.).

Have the child use one of your library’s temporary cards and set the statistical Internet Access to NO.

See definitions:

Primary – Mail will be sent to the address in the primary fields.

Secondary – Like special mail – mail is sent to an alternative address instead of the primary address such as a PO Box.

Sponsor – Use when the parent/guardian lives at another address than that of the patron.

Care Of – Use when the parent/guardian lives at the same address. Place the name of the parent/guardian in the address field.

None – They will not receive mail.

NO. We will use the same process we use now. The library/location with the item will place the hold label and route to the pickup branch. When the item is received, the branch will “return” the item to activate the ‘received – place on hold shelf’ status. When this is done, the customer will qualify to receive a text message notification if they have signed up for this notification method.

Not at this time.

YES! In CARL*X there are two options: CLAIMS RETURN and CLAIMS NEVERHAD. Claims returned should only be used after staff have checked the shelf for the item or called another library to check their shelf for the item. If the item is not located, inform the customer that you can initiate a search for the item, but he/she is only allowed three search instances in a calendar year. A claims neverhad is similar to our permanent tracer and should only be used in rare instances. Both the claims returned and claims neverhad remove the item from the customer’s record, but keep record of these operations in their CLAIMS HISTORY. Remember, they only get 3 of these combined in one year – after that their card will be HARD BLOCKED and the customer can have only one override by an employee to complete a circulation transaction (does not allow the use of online services or public computers). NOTE: Library Managers will have the ability to reset the override, but will be done on a very limited basis.

In CARL*X a library card will have an expiration date of 12/31/2037 (default). Student and Annual Fee cards will expire one year from the date they were issued. Cards will become inactive after 5 years of non-use.

These will be computer generated prior to GO LIVE. The first time you log in you will be prompted to change your password. There are no restrictions on what kind or how many digits, but keep in mind it need to be secure and something you will want to enter over and over on a daily basis. If you find you wish to change it again you have the ability to do so under the TOOLS menu. A 3 digit employee code will be stamped on all transactions you complete using CARL*X, so it is wise not to share your username and password with you co-workers.

Emails are batched in CARL*X and are sent out overnight. This is a change from how they are done in our current system. Let your customers know that if they want quick notification they will want to sign up for text messaging, otherwise they will be notified the following day that their hold(s) are ready via email. They will still have 7 days to claim their holds.

Yes – this field should actually be referred to as the “PRIMARY PHONE” and under PHONE TYPE you would select the kind of phone. If they wish to get text messages when their holds are ready for pickup they will need to put their cell phone number in the HOME PHONE field and select their carrier from the PHONE TYPE menu. If they do not select the correct carrier they will not receive text messages.

No. Our new system will ONLY allow the customer to have 30 items on their card at one time. We will need to tell our customers that if they are near their limit they will want to bring the items they are returning to the circulation desk and have them manually returned so they can complete the next charge successfully.

Yes. When a child turns 17 they are considered an adult cardholder and become financially responsible for the items checked out on his/her card. They will need to complete a new application where he/she will sign as the account owner. The customer does not need a new card unless he/she don’t want to keep their child’s card. No fee is charged for the new card as long as they are trading in the other card.

Not yet. This is a function that TLC is working on, but is not available at this time.

Cancelling a fine is done due to library error and waiving a fine is a customer service gesture. Be cautious using these functions as they are tracked by your username.