Submitted by admin-boss on
There have been some problems with the AskAway software today.
Service Providers reported that their messages were not getting through to patrons while chatting. Also, messages were also being lost in IM between service providers. Cobrowse was also not working properly.
The problems will chatting and IM have been addressed. If you do experience additional problems, please contact Gordon, Sunni, and/or Niki:
http://www.eln.bc.ca/askaway/index.php?page=contacts
Then, please follow the instruction below:
Dear Users:
After a good deal of investigation and testing, we believe that we have resolved the reported problem of librarians unable to send chat to patrons. The correction was implemented at approximately 12:40 PM EST this afternoon (Wednesday), and since that time we have received no reports of newly logged-on librarians unable to send chat. This should also solve any page push issues that you might have experienced.
If you find that you are still unable to chat with patrons, logging completely out of chat and QuestionPoint and relogging back in from the start, should eliminate the chat/page push problem.
If, after a complete logout/login, you still experience inability to send chat to patrons, please send a report to Customer Service. Please use the "Support" link at the top of the My QuestionPoint home page, after you have logged in. Please provide as much detail as possible, including the chat transcript ID (visible from your "My Active Questions" list if the chat session is still open in your chat monitor.)
We regret that the reported Co-browse problems are still happening, but are continuing to work on a solution. We will notify you when we feel that the problem has been solved.
Thank you for your patience as these issues are fixed. As always, we appreciate your willingness to test and report issues as you experience them.
Regards
Your QuestionPoint Team