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patron is no longer connected

Submitted by caleb (L-net staff) on Tue, 08/15/2006 - 11:08pm
in

You will notice soon, if you haven't already, that while you are chatting with some patrons you will get the message, "patron is no longer connected".

This is a new message since last Sunday and it means that the patron has browsed away from the chat window or that some technical problem has occured to keep their browser from connecting to the server.

If you get this message, it means that the patron has been gone for 3 minutes and the server has timed out their session. The patron can only get back by starting their chat all over again.

What you should do:

If the patron has entered an e-mail address, send any additional information that you would like to send and end the session and set the resolution code to 'follow up by patron's library'.

If the patron has not entered an e-mail address, end the session and set the resolution code to 'lost call'.

Part of the idea behind the message is to figure out how often this is happening. By recording the message in the transcript, OCLC can better track who is having technical problems and what might be causing them.