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What to Expect When You Call
Book Systems Technical Support
In case you need a little help from time to time, in order to make the process as quick and easy as possible, please have the answers to the following questions ready and be in front of your system before calling in for assistance.
You should also first be aware of Book Systems. Technical Support callback policy. Technical Support may be reached weekdays from 7:00 am to 7:00 pm Central Time.
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If your library system is down, or you can not circulate materials . you will be called back immediately!
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However, during these hours, if there is not a critical emergency as described above, our BSI Help Desk will be asking a few questions to assist our initial logging and diagnosis of your problem.
From that time forward, we guarantee that a Book Systems' representative will return your call within two hours with a resolution, or to look further into the problem.
Here's the basic list of questions our Help Desk will ask you:
- What is the name of your library?
- Do you already have an open case for this issue? If so, what is your case
number?
- Is this issue related to Atriuum, Booktracks, eZcat, Concourse or WebOPAC?
- What product version are you running?
- What procedure were you trying to accomplish when the issue occurred?
(circulation, cataloging, reports, etc)
- Did you receive an error message? If so, what did it say?
- Who should Tech Support ask to speak with when they return your call?
- What is the best time for our return call?
- What number should we use when calling back?
The Help Desk can immediately address any of the following issues:
- License numbers
- Login name and passwords
- What version of the software you have
- Ordering marc records from vendors
- System requirements
- How to rebuild indexes
- Where to go to download updates to eZcat, Concourse and WebOPAC
- Where to go to add new worker record
Technical Support Toll Free Number: (800) 230-4183
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