What do I enter for "Account Number" when logging in?

The account number is the same for all Ask a Librarian staff: 6212. For your convenience, we have added a reminder of this account number on all login pages in the Ask a Librarian Web site. Enter your username and password in the remaining two boxes.

I tried the ScreenSharing feature with my patron and nothing happened. What am I doing wrong?

• First, make sure the patron has clicked the "Share My Screen" button and on "Run" if the Digital Application box pops up on their screen.
• Then just click on the ScreenSharing tab (next to Customer Details) to make that tab prominent - ScreenSharing should begin on its own in a few seconds.
• Also, make sure to use the ScreenSharing scripts (located under the Text tab in the upper left corner of the Agent Console), which explains the process to the patron and tells them what steps to take.

I received an auto-notification email that I had a new patron email, but I don't see it inside the Agent Console.

If you are signed up to receive Ask a Librarian emails through InstantService, make sure the "local desk" box is checked and your library is selected from the list of libraries. You can log in to the academic or collaborative desks as well, but you will not see your emails unless logged into your local desk.

How do I view old chat transcripts or emails?

On the Account Administration page (the same page where you click on Agent Console), click on the Reports tab. To read chat transcripts, follow one of the two steps below:

1. Reports: Agents: Chat Transcripts (or Mail Messages) - view sessions by agent/librarian name.
2. Reports: Departments: Chat Transcripts (or Mail Messages) - view sessions by desk (like collaborative, academic, or your own local desk).

I have always typed out my responses. Do I have to use scripts?

Pre-scripted replies, or scripts, serve several purposes:

1. they promote consistency in customer service
2. they save you more time for up-front researching
3. they increase the patron's view of staff interest and staff/patron interactivity - all of which make for a more patient patron.

Using scripts is easy - just click on the Text tab in the upper left corner of the Agent Console, click on a category to view available scripts for that topic, and double-click to insert the desired script into the text box below the transcript. From here, you can modify the wording, or just hit "Send".

Can I change the scripts I have, or add new ones just for myself?

To modify or create new scripts, simply click on the Agents tab on the Account Administration page (the same page where you click on Agent Console) and then on "Response Libraries". Click on "Launch Response Editor" to open a window that will allow you to add, edit, and even organize your own personal scripted replies.

What's the difference between "Dismiss" and "End" when finished with a patron?

Dismiss ends the chat for the patron, but allows you to add notes such as email addresses, etc. Clicking on End ends the session for both you and the patron without adding notes or modifying Customer Details. In most cases, staff click on End to close chats.

Why isn't the patron seeing a live link when I push a Web page?

Remember that text goes into the smaller white space below the chat transcript area (the space next to the "Send" button), while Web addresses go into the smaller white space above the chat transcript area (the space next to "View" and "Push"). If you type a URL into the "text" portion of the chat, it will not display as a clickable hyperlink, so all Web addresses should go into the URL address bar.

Why can't I see new patron alerts or messages from other librarians?

Your browser probably has a pop-up blocker turned on. To see if you have a pop-up blocker on, go to http://www.popuptest.com/ and click on one of the tests. If you have a pop-up blocker on, turn it off before logging in to staff Ask a Librarian. Two ways to turn off your pop-up blocker in Internet Explorer:

• Go to Tools>Pop-Up Blocker>>Turn Off Pop-up Blocker; OR
• Go to Tools>Internet Options, click on the privacy tab and uncheck the box that says, "Turn on Pop-up Blocker"

If your browser's pop-up blocker is off and you still aren't getting pop-ups, check for a Yahoo, Google or other toolbar in your browser. These toolbars often download with other programs and usually have a pop-up blocker included.

Why are my patrons disappearing when I click on them?

On October 16, 2008, Sun released Java JRE 1.6 update 10. Since the InstantService Agent Console doesn't yet fully support Java JRE 1.6 update 10, you will not be able to pick up customers (they will disappear when you click on them) if you have this upgrade. InstantService recommends uninstalling Java JRE 1.6 update 10 and reinstalling the recommended Java version (J2SE 1.6 update 2). Check your version here: http://www.java.com/en/download/installed.jsp (do not upgrade if prompted).

If Java JRE 1.6 update 10 is installed, we recommend the following:

• Uninstall update 10
  1. On your computer desktop, go to Start - Control Panel - Add/Remove Programs
  2. Locate and select Java 6 Update 10
  3. Click "Remove"
• Revert to a previous version (update 2)
• Disable the Java Update
  1. Go to the Java Control Panel
  2. On the Update tab, clear the "Check for Updates Automatically" check box
  3. Click "Apply"

Note: It is anticipated that InstantService will soon deploy an upgrade that will be compatible with the latest Sun Java JRE 1.6 update 10. Please check the ListServs for the latest update news.

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