Redirect?

[Jessica Chaiken]

Hi --

Is there a way to redirect incoming chats if they are not picked
within a certain time period? For example: Chatter rings in, no one
picks up after 30 seconds. Chatter is routed to info request form.

This would be helpful for those of us who might forget to set the AWAY
button when running to the kitchen for more coffee!

Thanks!

---Jess Chaiken
NARIC

[Paul Butler (pbutler3)]

This suggestion would also be helpful for us. We have seen several cases where librarians leave for the night but LibraryH3lp still sees them as logged into the system and since they are the only librarian online the queue still shows a librarian available and we miss chat requests.

So also, anyone seen this behavior?

Cheers, Paul
+-+-+-+-+-+-+-+-+-+-+-+-+
Paul R Butler
Assistant Systems Librarian
Simpson Library
University of Mary Washington
1801 College Avenue
Fredericksburg, VA 22401
540.654.1756
libraries.umw.edu

Sent from the mighty Dell Vostro 230.

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[Sellers, Minna]

I'll chime in too. Having a redirect would be a great idea, for running out quickly and forgetting.

As far as leaving at night. Except for at the actual reference desk, we use the idle time setting so that at least after a while our office chat presence will time out. Then it is only a question of the reference desk and we have to logoff of that computer before leaving. The idle setting could be fairly long if you thought having an idle keyboard is a problem, but would at least not show a presence over night.


Minna Sellers
Information Services Librarian
John F. Reed Library
Fort Lewis College
Durango CO 81301
sell...@fortlewis.edu
http://library.fortlewis.edu

[Amy Shelton]

Hi all,

Alas, there is no way within LibraryH3lp to automatically redirect
patrons to an info request form if an incoming chat isn't answered
within a certain time period. However, we'll definitely add that to
our internal tracking system as a possible future enhancement.

It sounds like there are two scenarios at play in this thread. In the
first, the librarian has just stepped away and probably just missed
the chat by minutes. In the other, the librarian(s) has left for the
night and the widget remains online.

In the first case and with the webchat client, there is no automated
way to set an operators status based on idle time. However, this is
possible if you staff LibraryH3lp with locally-installed desktop
clients - http://docs.libraryh3lp.com/suitable-jabber-clients.html#externalclients.

In the second case, the top-level admin account can force the queue
(and thus the widget connected to the queue) offline. In the Queues
tab of the admin site, you can uncheck the box next to the operator
who has inadvertently remained logged into LibraryH3lp. Then when the
operator is again ready to staff the queue, recheck the box next to
their username.

Hope that helps. And thanks for the suggestions!

Cheers,
Amy Shelton