Using 24/7 Reference in Windows XP after XP Service Pack 2 installation

Contents:
  1. Making 24/7 Reference and OCLC sites trusted to Internet Explorer
  2. Allowing 24/7 Reference Pop-ups
  3. Common problems a patron may encounter

1. Making 24/7 Reference and OCLC sites trusted to Internet Explorer

Introduction 

Note: This section and section two must be completed in order and fully to minimize operational difficulties

24/7 Reference and OCLC sites must be registered as trusted sites with Internet Explorer to perform smoothly.

Update Internet Explorer to recognize 24/7 Reference and OCLC as trusted sites.  

  • Open Internet Explorer.
  • In the Menu Bar, click on Tools.
  • Select Internet Options...
  • In the Internet Options window that has just opened, click the Security tab.
  • Under the Security tab, click on the icon Trusted Sites.
  • Click on the Sites button which should now be enabled.
The following dialog should now be visible: (Refer to Figure 1.0)



  • Type *.247ref.org under 'Add this Web site to the zone'.
  • Uncheck the checkbox labeled 'Require server verification (https:) for all sites in this zone'.

The dialog box should appear as follows:(Refer to Figure 1.1)



  • Click the Add button.
  • Repeat the steps above with *.OCLC.org
The dialog box should now appear as follows:(Refer to Figure 1.2 )



  • If the dialog box in Figure 1.2 and your dialog box match,
    then you are done and may click the Close button.

2. Allowing 24/7 Reference Pop-ups

Introduction 

24/7 Reference uses pop-ups to interact with patrons, these must be allowed in Internet Explorer.

Update Internet Explorer to allow 24/7 Reference pop-ups. 

  • Open Internet Explorer.
  • Click Tools.
  • Select Pop-up blocker.
  • Click Pop-up blocker settings.
The following dialog box should appear: (Refer to Figure 2.0)



  • Type *.247ref.org under 'Address of Web site to allow'.
  • Click the Add button.
The dialog box should appear with *.247ref.org
listed under Allowed Sites. (Refer to Figure 2.1)



  • If the dialog box in Figure 2.1 and your dialog box match,
    then you are done and may click the Close button.

3. Common problems a patron may encounter

Introduction 

If a patron has not implemented the changes to Internet Explorer outlined previously in this
manual in sections 1 and 2, they may encounter slight problems when interacting with 24/7 reference.

A patron submits their initial question 

One or more of the following message boxes may appear after
a patron submits their initial question and personal info. (Refer to figure 3.0 and 3.1)





  • Click OK.




  • To temporarily remedy this situation, Click the Run button.
  • To prevent this message box from appearing in the future, Click More Options.
  • Select "Always run software from "eGain Communications Corp".
The dialog should appear as follows: (Refer to figure 3.2)



A patron ends their session 

The following message box may appear after a patron ends their session. (Refer to figure 3.3)





  • Click OK.
To remedy the above problem, follow the steps in the previous chapter Allowing 24/7 Reference Pop-ups

4. Common problems a librarian may encounter

Introduction 

If a librarian has not implemented the changes to Internet Explorer outlined previously in this
manual in sections 1 and 2,
they may encounter minor problems when interacting with 24/7 reference.

A librarian initiates a co-browsing session 

The following message box may appear when a librarian initiates a co-browsing session with a patron. (Refer to Figure 4.0)




  • To temporarily remedy this situation, Click the Run button.
  • To prevent this message box from appearing in the future, Click More Options.
  • Select "Always run software from "eGain Communications Corp".
The dialog should appear as follows: Refer to figure 4.1



A librarian ends a call 

The following message box may appear after a librarian ends a call. (Refer to figure 4.2)





  • Click OK.
To prevent this message box from appearing in the future,
follow the steps in the previous chapter Allowing 24/7 Reference Pop-ups


Updated Mar. 29, 2005
Summary:  This guide shows librarians how to configure updated Windows XP for optimum performance of 24/7 Reference.