Telemessaging & Cell Phones

Your customer has notices set to be delivered via Telemessaging (TM3) to their cell phone. However they report that if TM3 calls and they don't answer the call, no message is left by TM3 on their voice mail. Why not?

TM3 isn’t seeing the call as being picked up by voice mail, but rather it registers as a 'no answer'. TM3 can have a harder time recognizing that an unanswered call to a cell phone is transferring to a message system. It's probably a timing thing – basically the phone's 'leave a message' message doesn't kick in fast enough from TM3.

There's nothing we can do to change TM3. The customer has the option of changing to a different phone number or receiving email or print notices.

Troubleshooting Problems w/ Email Notices for Gmail Accounts

If a customer with a gmail account is set up for email notices, but is not receiving them even though their email address is correct, here's some troubleshooting steps you can take:

1. Have the customer create a filter in their Gmail account. Go to Settings > Filters > create a new filter with Subject “Library Notice” with the following options check marked. 
2. Working with your customer, place a test/fake hold on their account
3. Check it into the hold shelf.
4. Did they receive an email notice for the test hold the following day after 11 a.m.?
5. If they still don't receive the email, contact Tech Support for more troubleshooting tips. 

Teen Volunteers Have Special Handling

We currently have just a handful of teen volunteers.  For these teens, they are no longer in the FVOL status within Horizon but instead there is a message in their account that reads “Teen Volunteer.  Please waive fines manually (don't use fvol for teens)”  Please do exactly as the note indicates and waive fines but not lost material or processing fees.  On that note, it’s okay to waive fines that were accrued previously.

For future teen volunteers, please use this wording as a note in Horizon.