On
Sunday morning, June 4, at 2:00 AM EDT
For All Users
Scripts inserted at
cursor
An
important change for long-time users of QuestionPoint’s e-mailed web-form
features, scripts can now be inserted at the cursor. Scripts have always been inserted at the end
of typed text in the Answer or Clarification field, when responding to an
e-mailed question. After Sunday’s
install, you can insert the script wherever your cursor is active.
Public search of
local knowledge bases
Finally,
searching of your local knowledge base by your patrons is possible! After administration set-up, patrons will be
able to link to a Basic Search page that searches your knowledge base, or they
can even enter keywords in an input box on your library’s web form. An ownership statement, also set up by your
administrator, will display at the bottom of every record from your KB. Only
records marked “Public” in your KB will be searchable by patrons.
Other alphabets
enabled in the Knowledge Bases
Other
alphabets should now be indexed properly in the QuestionPoint knowledge
bases. This includes Arabic, Greek,
Hebrew, Korean, and Russian alphabets, which were not searchable until now.
For Flash Chat Users
Chat monitor
preferences saved
Flash
Chat librarians can now save the preferences they set within the chat monitor.
The settings are attached to your login authorization, so if you change
computers, you won’t have to reset them.
New Alerts
There
are new sounds for IM notification and for patron response notification. Additionally, there are visual cues in the
chat monitor when the patron has sent a chat message.
Adjustments
The Chat Monitoring Tool now more clearly shows each librarian and which queues are being monitored. Additional tweaks have been made to further reduce the likelihood of duplicated chat session requests.
New resolution code
for dropped session
A
new resolution code, Lost Call, has been added for Flash Chat users. Previously, the only two resolution codes
were “answered” and “follow up” (by either chatting librarian or patron
library). You can use the Lost Call code
whenever a patron ends the call or drops, and you do not have sufficient
information to send to follow up. When used, the ended chat session will go
immediately to the Closed folder of the appropriate libraries.
(Click the screenshot to see the full detail)
Visual feedback that
descriptive code selection was successful
Flash
Chat librarians will have visual feedback when they select multiple Descriptive
Codes. A counter to the right of the
code field will immediately indicate how many codes you have thus far selected.
(Click the screenshot to see the full detail)
Please
go to http://www.questionpoint.org/education/index.html
to see updated viewlets.
Some Important Reminders
We
would like to take this opportunity to remind Flash Chat users of the
following:
- ü Please visit http://www5.oclc.org/questionpoint/Chat_setup.pdf if you have questions about your browser set up. There are several option settings that are recommended, as well as “best” versions of browsers, VM software, and Flash for optimum performance.
- Flash Chat users must click the Submit button when opening the chat monitor.
- Make sure your browser’s pop-up blocker is off, or you may not even see the window in which to submit your queue selections.
- We know some of you still occasionally experience the flashing frame problem: users of IE, with the XP operating system, see the chat monitor screen refreshing frequently, but without accepting any new input. This has been identified as a problem with Microsoft’s “Active X.” We understand that a patch is being distributed by MS, but the update may be dependent on your own network and IT staff. If you experience the flashing frame problem, exit the chat monitor by closing the browser (use the X at the top right of the browser window), then launch chat once again. You should still be in the same session, and will be able to continue chatting.
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