Email

 

  1. If a patron does not receive their email notification you should first verify that their email is correctly entered and one the patron is currently using.
  2. Suggest that the patron whitelist cals.org in their email account settings if they have not already. They should also check their junk email/spam folders for any past notifications.
  3. Check Message Bee notification system (if you are unable, ask your Holds specialist to assist you) and do a search of the patron's email to verify if a notification was sent in the proper time frame.
  4. If there are no entries, contact IT for support via ticket.

 

Phone

 

  1. Verify the patron's number is correct and there are no dashes in the entry.
  2. Check Message Bee notification system (if you are unable, ask your Holds specialist to assist you) and do a search of the patron's phone number in the Search area of the website to verify if a notification was sent in the proper time frame. 
  3. If there are no entries, contact IT for support via ticket.

 

Text

  1. If a patron is not receiving text message notifications try opting them out of the SMS system through Sierra.  You will find this option in the Admin tab of your Sierra session once the patron's account is open.
  2. Have the patron opt in through the classic catalog again and make sure they know to reply YES to the invitation text they get to their phone.

 

Print

  1. Verify their address is correct in our system and that they are able to receive mail at the one provided.