Workflow and interface update April 11, 2015 (3 minutes) | Open video in new window
Overview (9 minutes) | Open video in new window
Alerts (2 minutes) | Open video in new window
Chat Management Tools (8 minutes) | Open video in new window
The LibraryH3lp webclient
The LibraryH3lp webclient for staff integrates tightly with LibraryH3lp's special features. It conveniently places transfer, send file, e-mail transcript, and block features in the chat window. It also displays the guest's IP address, referring URL, and any optional queue avatars, which can link to profile pages. Please test it thoroughly in your network environment before committing to it, and be sure to read about things that will cause it to have problems.
Browsers: The webclient is tested and works with Chrome, Firefox, Safari, and Internet Explorer 9 and higher. Our older original webchat client works with IE 7 and 8 and will be available at least through the 2014 calendar year, and possibly beyond, for legacy browser support.
Desktop Notifications provide excellent visual alerting, even if the webclient is minimized or buried in the background underneath many other application windows. Chrome and Firefox have built-in support for desktop notifications, but Internet Explorer does not. The optional Tab Notifier plugin for Firefox provides extensive further customization on top of the built-in notifications. Desktop notifications are enabled via the webclient's Settings.
Sound alerts: New message sound alerts are available in all tested desktop web browsers. Users can choose from four different sound alerts (Settings area) or opt out of sound alerts completely. The guest's first message results in a sound alert that loops for all receiving operators until the chat is answered by someone. Subsequent messages from the guest result in one sound alert per message.
If sound alerts suddenly stop working, it is likely that the browser's Flash player or plugin has crashed. Fully restarting the browser is suggested. Even if the browser can play the Ogg Vorbis (non-Flash) sound file, the browser may use Flash instead if Flash capability is available. And, the browser will continue to try to use the Flash file even if its Flash plugin is crashed, which silences the sound alert completely since it never tries to use the Ogg sound.
Activity tab: Use the integrated Activity tab to review system activity or locate an earlier chat from a returning guest. Use the internal refresh arrows to load chats that arrived after webclient login time. Pop out a relevant chat and then return to the Chat tab, to conveniently consult an earlier transcript while carrying on with an active chat at the same time; the popped-out chat will be available as either a new tab or window depending on how your browser is configured.
Contacts (Buddy List): You can directly IM your colleages from the Contacts list. Use Manage Contacts in the admin site to easily populate the Contacts list for all of your users. Users can also buddy anyone on an XMPP (Jabber) based service, such as Google Talk (email@example.com).
You can use any web chat client that supports the XMPP (Jabber) protocol. When answering chats from these external web-based clients, you won't be able to use clickable queue avatars to access profile pages, and you will follow a link sent at the beginning of the chat in into libraryh3lp.com to do specialized LibraryH3lp things such as transfer and send files.
To sign in with your LibraryH3lp account, look for the Jabber option, with the lightbulb logo. You might be prompted for a JID (Jabber ID). Your JID or username is firstname.lastname@example.org.