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  1. How will our staff USERNAME and PASSWORD be chosen?

    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 ...

    03/16/2015 - 00:12 - 0 comments

  2. Can I save a customer record without selecting a CARD TYPE under the statistical area of the screen?

    Yes, but DO NOT DO IT. Indicating the CARD TYPE in this area indicates more information about the account. This is extremely important if you are creating a TEMPORARY card. In this case you will need to select either the CASH DEPOSIT or INTERNET ...

    03/16/2015 - 00:12 - 0 comments

  3. When will email notifications be generated?

    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 ...

    03/16/2015 - 00:12 - 0 comments

  4. How often does the customer get text messages?

    Only once for each hold item that is ready for pickup. Text messages are sent in 30 minute increments during library hours. So, if a customer want to know quickly when a hold item is available, he/she will want to sign up for text messages. NOTE ...

    03/16/2015 - 00:12 - 0 comments

  5. Can I put a cell phone number in the HOME PHONE field?

    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 ...

    03/16/2015 - 00:13 - 0 comments

  6. Can customers receive their receipts via email?

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

    03/16/2015 - 00:13 - 0 comments

  7. Can customers have 30 items on their card and still check out 30 more if the others were placed in the bookdrop?

    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 ...

    03/16/2015 - 00:13 - 0 comments

  8. What is the difference between CANCEL fine and WAIVE fine?

    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. ...

    03/16/2015 - 00:13 - 0 comments

  9. When does the Birthday BRB (big red box) display?

    The BRB will display when the customer reaches his/her 17th birthday (this has been corrected in the program as it was previously set at 16). ...

    03/16/2015 - 00:14 - 0 comments

  10. What is the difference between CANCEL fine and WAIVE fine?

    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. Tags:  Fines ...

    03/16/2015 - 00:14 - 0 comments

  11. Can customers have 30 items on their card and still check out 30 more if the others were placed in the bookdrop?

    No. Our new system will ONLY allow the customer to have 30 items on their card at one time. We will need to educate our customers that if they are near their limit they will want to bring the items they are returning to the circulation desk and ...

    03/16/2015 - 00:14 - 0 comments

  12. Can customers receive their receipts via email?

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

    03/16/2015 - 00:14 - 0 comments

  13. When does the Birthday BRB display?

    The BRB will display when the customer reaches his/her 17th birthday (this has been corrected in the program as it was previously set at 16). Tags:  BRB , Customers , Birthday ...

    03/16/2015 - 00:15 - 0 comments

  14. How long is a customer’s FINE HISTORY available/viewable?

    This information is available for 180 days (6 months). ...

    03/16/2015 - 00:16 - 0 comments

  15. How long will a customer’s card remain active if they don’t use it?

    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. ...

    03/16/2015 - 00:16 - 0 comments

  16. What is the difference between an INSTITUTIONAL HOLD and an ITEM HOLD?

    Institutional holds are holds placed on a title and are assigned automatically to the location that best meets the need. You will still need to select a specific item from the list, but when you view the holds there is no item number assigned to ...

    03/16/2015 - 00:16 - 0 comments

  17. Are we going to limit the number of times a customer can place a ‘trace’?

    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, ...

    03/16/2015 - 00:17 - 0 comments

  18. What is proper format for entering in a customer’s phone number?

    The program already places “405-“ so you would just enter the remaining digits using a hypen in between “123-4567”. If the area code is different just write over the 405. NOTE: Imported records will show (405)123-4567, but this format is not ...

    03/16/2015 - 00:17 - 0 comments

  19. Is there a way for customers to opt-in for a history of their charged items?

    Not at this time. ...

    03/16/2015 - 00:17 - 0 comments

  20. Will CARL*X function on the circulation touch-screens?

    Yes. For most functions the touch screen should work fine. For some of the smaller radio-buttons you may need to use a mouse to select them accurately. ...

    03/16/2015 - 00:17 - 0 comments

  21. If a library returns an item and it says “hold send to NW” will staff route the item to NW and NW will return the item and attach the hold label?

    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 ...

    03/16/2015 - 00:17 - 0 comments

  22. When a customer has an item that says “Item Charged to Another Patron” what should you do?

    If the item was on shelf it is likely that it was improperly returned by library staff. Select return and charge. If the previous customer accrued a fine, this function will remove any fine associated with the item on his/her account. ...

    03/16/2015 - 00:18 - 0 comments

  23. What does each of the address types indicate?

    See definitions: ...

    03/16/2015 - 00:18 - 0 comments

  24. Will a receipt automatically print when I hit NEW PATRON?

    Yes, a receipt for the current transaction will print automatically. If the customer wants a receipt showing charges, lost items, fines, overdues, and holds this is done using the RECEIPT option. ...

    03/16/2015 - 00:18 - 0 comments

  25. How do we create a temporary card for children who only want to use a computer for Word or Excel functions?

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

    03/16/2015 - 00:18 - 0 comments

  26. How do we set a temporary card for a child to have filtered Internet for children?

    All temporary cards are default for adult users, so you are unable to specify for a child. All Internet access is filtered for material harmful to minors, so the adult filter is sufficient. ...

    03/16/2015 - 00:18 - 0 comments

  27. How will the titles on the front page of the catalog be chosen?

    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.) ...

    03/16/2015 - 00:18 - 0 comments

  28. How does relevancy work in our new catalog?

    The more times a search is conducted the higher the relevancy of items located. To begin with the relevancy will be tied to most relevant at that time, but will change as more users complete searches in the catalog. Tags will also help add ...

    03/16/2015 - 00:19 - 0 comments

  29. Are the PRIMARY AUDIENCE designations correct?

    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. ...

    03/16/2015 - 00:19 - 0 comments

  30. Is there a ‘jump’ feature to move within the results?

    No, our new catalog uses narrowing facets located in the left menu bar to limit the results. ...

    03/16/2015 - 00:19 - 0 comments

  31. Will TAGS appear larger as that tag is suggested

    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. ...

    03/16/2015 - 00:20 - 0 comments

  32. Did alternative title entries transfer into our new catalog?

    Yes. Alternative titles contained in the MARC record were transferred into the LS2PAC. ...

    03/16/2015 - 00:20 - 0 comments

  33. Can we place holds on paperbacks?

    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.” ...

    03/16/2015 - 00:20 - 0 comments

  34. Carl.X Definitions

    ...

    03/16/2015 - 00:20 - 0 comments

  35. Can an employee edit the workstation timeouts on Carl.X?

    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. ...

    03/16/2015 - 00:20 - 0 comments

  36. How do I check in ILLs?

    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. Tags:  ILL ...

    03/16/2015 - 00:21 - 0 comments

  37. Common Issues with Customer Last Name Passwords in LS2 PAC

    There are a few known issues occurring in the LS2 PAC log in for customers who have either hyphenated or last names with spaces.  Please see the examples below: ...

    03/16/2015 - 00:21 - 0 comments

  38. Do We Need to Print the Routing Label?

    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 ...

    03/16/2015 - 00:22 - 0 comments

  39. Withdrawing Items When in 'Hold In Transit' Status

    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: ...

    03/16/2015 - 00:23 - 0 comments

  40. **UPDATED** How to Place the Hold Labels on Items

    Staff need to place the hold labels on items so that the customer name/card number runs DOWN the spine of the item (same as the title/author information on spine). This format allows for the format customers have become accustomed to with our ...

    03/16/2015 - 00:23 - 0 comments

  41. Does the customer need to fill out a new application when completing this birthday upgrade?

    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 ...

    03/16/2015 - 00:23 - 0 comments

  42. Temp Loan Items Need to be Fixed!!

    In our previous system staff were able to temporary loan items to another location. During the conversion these items had their owning agency changed to the temporary location. If you wish for the item to be removed from temp loan you will need to ...

    03/16/2015 - 00:23 - 0 comments

  43. NOTE: Child's Material Pickup Notices Sent to Sponsor

    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 ...

    03/16/2015 - 00:24 - 0 comments

  44. **REVISED AGAIN!!** Parent/Guardian processes on Student Accounts

    ...

    03/16/2015 - 00:24 - 6 comments

  45. Why Does DN show as the branch location in Item Maintenance?

    Downtown (DN) and ANF are the default BRANCH and LOCATION for all bib/Carl BID records. Pay attention to the grid under the bib/Carl BID information for the specific BRANCH and LOCATION for the individual items located at each library. ...

    03/16/2015 - 00:25 - 0 comments

  46. Do You Use A 'Claims Never Had' When a DVD Is Returned Without Disc & Customer Claims It Wasn't There?

    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 ...

    03/16/2015 - 00:25 - 0 comments

  47. **UPDATED** How to Place a TRACE

    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 ...

    03/16/2015 - 00:25 - 0 comments

  48. **CLARIFICATION** Patron Email on Account

    Email address for patrons without an email: ...

    03/16/2015 - 00:26 - 0 comments

  49. How do Carl.X text message notifications work and what's the SMS lookup tool?

    Carl.X sends text message notifications using a feature called Email SMS Gateway. Unfortunately this is not 100% supported by all carriers, but most carriers do support this feature. The way it works with carriers in the U.S. is you send an email ...

    03/16/2015 - 00:27 - 2 comments

  50. ILS: Things We Learned in Week 4

    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: ...

    03/16/2015 - 00:27 - 1 comment

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