Enquire Screens 

What the public see

Once they have entered their details and a question, and pressed ‘enquire’, the user will receive a message saying the question has been sent. Then, either they will receive another message saying they have been placed in a queue or their call will be picked up by a member of library staff.

At this point, the user’s screen will change to a QuestionPoint chat dialogue page. There will be a message box for the user to type responses or further questions.

The pages sent in response by the library staff member will appear to the user as separate browser pop ups, unless the user's browser has pop-ups disabled. In the latter case the user can only view web pages sent to them by clicking on the web addresses sent.

What the library staff see

Library staff conduct the session from the QuestionPoint chat page, which lists users waiting and other library staff logged on, as well as the chat transaction between staff and users. Staff may also use Instant Messaging with other members of staff through the QuestionPoint interface.

Administration pages

At the QuestionPoint login, apart from launching chat, there are administration pages that library staff can access. These include:

• Question history – for viewing transcripts and sending follow up emails

• Knowledge database – to access to global transaction records

• Account management

• Statistics

For further tips on how to use the QuestionPoint software see our quick help guides.