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
Here is a technical tip posted by Bill Pardue on the QuestionPoint-L listserv:
If you're using IE7, you may have had the following situation while working with QP:
In response to service provider feedback, we have encouraged institutions to change the title of their Cobrowse 3 script, which describes how a patron can authenticate into the databases at their library. The script should now be called Local - Authentication, which is a little more self-explanatory than Cobrowse 3!
For example, the UBC Local - Authentication script reads:
OCLC informs us that the QuestionPoint software is now compatible with the Java version 6, update 2 (i.e. the one that wasn't working in the summer).
Java has since released Java version 6, update 3. OCLC says that after limitted testing it appears that update 3 also works with QuestionPoint.
So what does this mean for you?
Where can I find settings and system requirements for using Firefox browser?
many thanks
DW
If you have your computer set to automatically update Java, you're probably sick of uninstalling the new Java 6.0 before every shift. Here is a link that shows you how to turn off the auto-update.
Actually, it shows how to turn it on, but if you just do the opposite of what it says, you'll turn it off instead.
http://www.java.com/en/download/help/5000020700.xml#auto_update
It is possible to cobrowse with 2 or more patrons at the same time!
If you normally delete files and cookies before every cobrowse session, you can do so even if you already have a cobrowse session open.
However, if you don't need to delete files and cookies before every cobrowse session, then you can just begin cobrowsing with the second patron.
Happy cobrowsing!
There has been a rash of technical troubles lately, with folks not appearing to be logged on, or folks thinking that they are stuck staffing the service by themselves. In almost all cases this has been due to incorrect settings, or un-cleared caches or cookies. Although the service is fairly quiet this term, there are busy times (11 calls per hour!), so we want to make sure service providers are never staffing the service alone.
What happens if there's an error just as you or your colleague logs out at the end of a shift?
Here are some tips for recognising and dealing with this situation.
Scenario A: You notice that a colleague hasn't logged out, even 15min after their shift is over, but they're not helping a patron at the time.
What you can do:
Here are some tips related to cobrowsing:
Table of Contents
1. Preparation for cobrowsing
2. Tips for cobrowsing
3. Alternatives to cobrowsing
1. Preparation for cobrowsing
1.1 Remove Java Update
1.2 Delete both your cookies and files
2. Tips for cobrowsing
2.1 One at a time
