Technical Tips/Updates

Technical problem ongoing

A number of librarians have reported not being able to login to Askaway.
If you get the error message that "Your Authorisation has been used to launch another chat monitor", please try to log in again in a few minutes - we are attempting to resolve the problem!

Configuration Instructions for Internet Explorer 7

Hi everyone -
Cobrowse is now possible on Internet Explorer 7!
Just as with IE6, IE7 must be configured correctly to before you can cobrowse. Instructions have been posted on the Librarian's Portal, Tech Troubleshooting page:
Or, access the PDF file directly:

Clarification: How the All tab works

Hi everyone! There has been some confusion about the All tab, so here is some further clarification.
The All tab is a new feature, introduced this January.
If you click on the All tab, you will see a list of all the patrons that are being helped by OTHER Askaway librarians. If you were to click on one of these patrons, you would then enter "conference mode", in which you could silently observe the session between the patron and the librarian, and/or send messages yourself.

Conference Mode Instructions Fixed

Hi folks,
Sorry about the confusion! Conference Mode wasn't working for some folks because our documentation instructed you to use the Practice queue to initiate it, when in fact you need to use the real BC Acad queue, otherwise the Conference 4 All question won't show up in the real queue that everyone is staffing. The documentation has been revised:
Instructions for using Conference Mode to chat with all AskAwayers online.
Happy conferencing!
- Sunni

New: Conference Mode

Communicate quickly with all of the librarians currently online!
When beginning your next shift at Askaway, be sure to join the conference (or be the first to set one up)! This allows you to communicate quickly with all of the librarians who are currently online.
Use conference mode to find out who's online, to co-ordinate transfers at shift changes, or announce important discoveries.
For example:

Please be aware: New "All" tab in the Chat Monitor

As some of you have already noted, the Chat Monitor now has a new feature, the All tab.
The All tab lists ongoing questions that other librarians are answering. If you click on one of these questions, you will enter "Conference Mode", where you jump into the conversation already occurring between the student and the librarian who picked up the question from the queue.
This "All" tab is right beside the "My Active" tab, which lists all of the questions that you have picked up from the queue, so please be careful not to confuse the two!

Happy New (Technical) Year

Hi folks.
Happy New Year! This is a quick posting about some technical tips.
1. You'll notice the various upgrades and bug-fixes which were rolled out in early December: better response time, the patron connection status indicators, etc. See my posting for more detail.
2. QuestionPoint will shortly announce that QP is compatible with IE 7. Yayyy!

QP fixes coming this weekend

Update to the message below: The upload has been delayed a week. Also, of course, our service is closed as of yesterday, so you won't get to try these features until January.
Great news! The QuestionPoint upgrade scheduled for this weekend should fix a number of minor annoyances. Here's a partial list of the fixes:

Tip for Speeding Up QuestionPoint

The following tip comes from the AskAway public library service ...
QuestionPoint speed tactics
Some suggestions have been made that QuestionPoint runs much faster if you don't have many Internet Explorer browser windows open. Jane Lucas (one of our Supp Staff) has found that if she runs only the Chat Monitor (and co-browse windows) in IE and then runs all of her other browser tasks from Firefox, she gets much better performance. Perhaps a few of you can try this out and let us all know if that seems to improve chat and IM response.

Comments feature now turned on

Hi folks. The Comments feature on the blog has now been turned on.
If someone posted a question or comment to the blog, and you'd like to reply immediately (and publicly), here's what you do:
1. Click the Comments button.
2. Under "Post a Comment", hit the orange Sign in link.
3. You'll be taken to a TypeKey screen. On the left, enter the Name and Password. They are exactly the same as the name and password combo for posting entries to the blog. See my email of Nov. 14 for those.


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