I complete a call but I don't get any resolution codes. All I see is a grey box.
Try the following:
Make sure that you are running Java version 6.
Try deleting the Spark profile located in c:\Documents and Settings\username\Spark. Where username is the name that you used when you logged into Windows.
Make sure your firewall allows outgoing traffic to port 9090
I'd like to change my initial response
Just erase the text you currently have and replace it with your new message
I'd like to erase my initial response
If you want to completely erase your initial response you have two options:
Edit this file, workgroup.properties, located in c:\documents and settings\\Spark\workgroups\reference\. Just erase the line with your initial response
You can also delete your Spark profile. However this will also delete all of your Spark settings
I can't seem to get a cobrowsing window
Did you recently add a bookmark with an ampersand? Please contact support to update the bookmark.
Use of the Co-Browser has been discouraged for both technical and customer service reasons. Please see provider.knowitnow.org/node/359 for more information.
I can't seem to get my previous sessions
Change the "number of chats stored in history" to 10 or 20. To do that:
Click on the Spark Menu
Click Preferences
Click on the Chat icon
Look for "Number of chats stored in history". It will be on the right side towards the bottom.
When you accept a query is there a way to block all other incoming queries until you are finished with said query? It is severely distracting to have other queries being thrown in your face when you are attempting answer one already, especially if that particular query is rather involved.
Due to a number of factors (including the volume of customers attempting to access KnowItNow24x7), it is advisable to "pick up" more than one call at a time if patrons are waiting. I have been using the analogy of two (or three) people simultaneously walking up to the "actual" reference desk. You would not simply ignore Patron #2 and #3. You would do some reference triage, tell the others that you will be with them as soon as possible, and keep them updated on how long they might have to wait (or give them some information to look at while you help the other patrons). The same is true for the "virtual" reference desk. If you pick up several calls, you can simply let him or her know that you're with another patron and that you will be with them as soon as possible. Or, you can provide an answer if it is a ready-reference query. If you have any specific questions on how to provide customer service, please feel free to email support@knowitnow.org.
Problems with new software
When you accept a query is there a way to block all other incoming queries until you are finished with said query? It is severely distracting to have other queries being thrown in your face when you are attempting answer one already, especially if that particular query is rather involved.
Customer service concerns
Due to a number of factors (including the volume of customers attempting to access KnowItNow24x7), it is advisable to "pick up" more than one call at a time if patrons are waiting. I have been using the analogy of two (or three) people simultaneously walking up to the "actual" reference desk. You would not simply ignore Patron #2 and #3. You would do some reference triage, tell the others that you will be with them as soon as possible, and keep them updated on how long they might have to wait (or give them some information to look at while you help the other patrons). The same is true for the "virtual" reference desk. If you pick up several calls, you can simply let him or her know that you're with another patron and that you will be with them as soon as possible. Or, you can provide an answer if it is a ready-reference query. If you have any specific questions on how to provide customer service, please feel free to email support@knowitnow.org.