This morning we released an upgraded version of the routing system. This change means that now, there is a even more flexibility in client choice for staffing LibraryH3lp queues. In fact, you can use any XMPP (Jabber) client that will connect to LibraryH3lp, which should be all of them.
If you've been waiting to upgrade Pidgin, try the new Adium beta, or use the Meebo.com website, it's fine to go ahead now.
For the most part, this change is transparent and simply makes the routing system more robust. Previously, we relied on librarians' Jabber clients sending "gone" to terminate chats. This sometimes caused problems with patrons getting "stuck" talking to a librarian who wasn't there anymore, if that librarian had been using an unsupported client. This is no longer the case. You can read all the technical details in our docs if desired.
One change that staff need to be aware of involves Away and Do Not Disturb (Busy) statuses. These statuses can be very helpful in the case of a librarian who already has all the chats they can handle, or who is trying to wrap up their shift without taking on any new chats. Prior to today's change, both statuses behaved the same way, as described below for DND/Busy. Now:
- Do Not Disturb (Busy) status allows a librarian to continue working with any active chats from queues. They will not receive new chats.
- Away status re-routes active chats from queues to other librarians with Available status on the queue.
Think of it this way: use Away if you are going away from your desk to go to lunch, take a break, etc... Use Do Not Disturb/Busy if you are busy with your current chats and don't want to receive any new ones.
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