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ANSER Training: Notifications

Bounced e-mail procedure

When Jerry or Martha checks the webmaster@rcls.org email and finds bounced e-mail notifications, this is the procedure that is followed:

This what we see in the e-mail, the address doesn't exist:

Could not deliver message to the following recipient(s):

Failed Recipient: Jasper@catsrule.net
Reason: Remote host said: 550 5.1.1 Invalid recipient Jasper@catsrule.net.

Subject: Library Hold Pickup Notice
To: Jasper@catsrule.net


Thursday, May 1, 2014

NEWBURGH FREE LIBRARY

124 GRAND ST

NEWBURGH NY 12550


JASPER SCOTT

30 WHISKERS DR

NEWBURGH NY 12550


"PICKUP NOTICE"

The item you requested is available for pickup from the
Pickup library listed under each item.
Thank you.

1 Cats are Better than Dogs / Smith, Coco

 

What we update in the patron record in Symphony:

  • Set status to BAD_EMAIL (unless already blocked) Override needed
  • Check other family members if possible
  • Change NOTIFY VIA to PHONE
  • Remove the e-mail address from the patron record
  • Add comment: Jasper@catsrule.net    no such user   ss RCLS 5/8/14

 

What you should do in the libraries in order to update the patron record:

  • Verify a good e-mail address and put it back in the patron record
  • Change NOTIFY VIA to EMAIL
  • Remove the comment
  • Set the patron status to 'Delinquent' There is no OK status, it will revert to OK after you close and re-open the patron record

 

 

 

 

 Note: I should have pointed out that setting BAD_EMAIL creates an Alert to update the email.

How Notifications work

How to check if a robocall went through and a patron was notified of their hold:

Go to Display User / Holds tab / and get a list of all their holds

Find the title you are interested in

hover your mouse over unavailable and click the left mouse button

A glossary will pop up and you can check the Notified field. If it's blank they have not been notified. If they have been notified, there is a date in that field.