Placing/Trapping Holds/Routing Items Available at Your Location with Customer

From MPLICWIKI

Table of contents

1 Intro 2 Locate the Item 3 Enter User and Item ID 4 Trap the Hold 5 Customer Changes Mind Regarding Pick-Up Location??? 6 Item Missing?

Intro

• If you are directly assisting a customer (in person or over the phone) who wants to hold or route an item that is available at your location, follow these instructions:

Locate the Item

• Perform an Item Search to verify that the item is available.
• Find the item on the shelf.
• Once it is found, click on Hold-Place on the Common Tasks Menu.

Enter User and Item ID

• In the User ID text box, enter the generic Hold User account of the location that will be used by the customer to pickup the item. You do that by typing the three letter Branch Abbreviation+HOLD (ex. CHEHOLD, CORHOLD) in the User ID area and pressing Enter on the keyboard.
• Type or scan the Item ID number. If you type the Item ID, you will need to press Enter on the keyboard.
  • In the Comments box, type the customer’s last name and first initial.

• In the Pickup at box, select the location where the customer wants to pick up the item held.
• Click on Place Hold. If you do not see the Complete box, click on Place Hold again.

Trap the Hold

• Click on Hold - Trap on the Common Tasks menu.
• Scan or type the item barcode ID.
• If the item is to be held at the current location:
  • A hold receipt will print (if you are at a computer with a receipt printer).
  • Attach the receipt to the item.
  • Date the item with the date seven days from now.
  • If no receipt is printed, write the customer's last name and first initial along with the date seven days from now on a P-Slip.
  • Place the item on the hold shelf.
• If the item needs to be sent to another location:
  • Scan or type the item barcode ID.
  • Acknowledge the Hold message.
  • Fill out a pink Interlibrary Delivery slip (form 2320) with the customer's last name and first initial.
  • Attach the slip to the item and place the item in the appropriate delivery bin.

Customer Changes Mind Regarding Pick-Up Location???

• At any time, a customer may call back and request that the item be sent to a separate location.
• This hold was placed to the agency hold account of the pick-up location.
• If the pick-up location changes, then the hold needs to be canceled and re-placed with a hold to the agency hold account of the NEW pick-up location.
• You can use Hold - Remove Item to remove the hold on the specific item in your hand.
• Then, re-place the hold with the new pick-up location's hold account.

Item Missing?

• If the item is missing, see if the item is available at another location.
• If the item is available at another location, you can do one of two things:
  • Ask the customer to call the location that has the item.
  • If the location is closed or the customer would rather not call, then place a hold on the item for the customer. This hold will appear on the next Pick List.
• Once you are finished with the customer transaction, mark the original missing item missing.