<p>iWonder Training Guide</p><p>Contents:</p><p>1. About iWonder</p><p>2. Logging In</p><p>3. Basic Interface</p><p>4. Picking Up a Chat</p><p>5. Chatting</p><p>6. Emailing a transcript</p><p>7. Ending a Chat</p><p>8. Blocking a patron</p><p>9. Transferring a Chat</p><p>10. Operator-to-Operator Chats</p><p>11. Operator Profiles 1. About iWonder</p><p> iWonder is a chat software based in part on OpenFire’s open source chat server technologies. iWonder includes user widgets for deployment on a variety of websites, and a web-based interface for Operators to answer user questions. No software install is required for either end-users or Operators. Operators do not need to be in the same physical location or even the same institution: as long as they are online and have a registered account in the software, they can participate in the service.</p><p>2. Logging In</p><p> a. For the live service, go to:</p><p> a.i. https://chat.library.illinois.edu/iwonder/ </p><p> b. For training/practice go to:</p><p> b.i. https://chat-dev.library.illinois.edu/iwonder/ </p><p> b.ii. Note that the training server does not save profile</p><p> information to the live server under 2.a.i. above.</p><p> c. Login in with the account credentials you were given 3. Basic Interface 4. Picking Up A Chat</p><p> a. Incoming chats will appear in the IM Queue (fig. 1). </p><p> b. Click on the user ID to see the full question (fig. 2).</p><p> c. Click “Yes” to pick up the chat question.</p><p> d. NOTE: Chats coming from subject specialty pages will have the “Specialist” star next to them; check to see if the relevant specialist is online before picking them up, based on the URL and/or question being asked. 5. Chatting</p><p> a. Enter text in the lower text box and then either click Send or hit the Enter key (fig. 3).</p><p> b. Your text will appear in conversation window (fig. 4).</p><p> c. Yo u can send URLs as well, they will be clickable for the user and open in a new tab. </p><p> d. Use the drop down menu to select a Prewritten Message (fig. 5). Edit the message if needed, then hit Enter/click Send.</p><p>6. Emailing a Patron</p><p> a. To email yourself a copy of a transcript, enter your email in the box below the chat window and click “Send” (Figure 6)</p><p> b. Incoming emails will come from the sender “Ask a Librarian” 7. Ending a Chat</p><p> a. To exit a chat completely, click the “End” button (fig. 7).</p><p> a.i. This terminates the conversation and drops the patron user from the software.</p><p> a.ii. If the patron later sends another IM, they will appear in the IM Queue as a new patron, with no chat history/conversation info when picked up by an operator.</p><p> b. Using the “Return Chat to Queue” button (fig. 7) will return the chat back into the Incoming IM Queue. The user will retain their chat history/conversation, and this text will appear when another operator picks up their conversation. 8. Blocking a patron</p><p> a. If a patron is sending inappropriate messages through chat (see chat policies), you can temporarily block them.</p><p> a.i. First, send the Canned Message for inappropriate chats</p><p> a.ii. Click the “10 minute Ban” button to block a patron’s IP address for 10 minutes (Figure 8)</p><p> b. Please report any inappropriate chats, with the time they occurred, to the managers of the chat service. 9. Transferring a chat</p><p> a. Click the tab of the IM you want to Transfer/Share.</p><p> b. Click the “+” icon to the left of the Operator’s name (Fig. 9).</p><p> c. Both Operators are now in the chat </p><p> d. To leave the session and let the other Operator take over, the departing Operator should click the “End” button (fig. 7).</p><p> e. A chat can be transferred multiple number of times, and it will not end until the last Operator in the chat clicks the “End Session” button. 10. Operator-to-Operator Chats</p><p> a. To open a chat with another Operator, click the chat balloon icon to the left of their name (see fig. 9)</p><p> b. A new tab opens in both your IM Collaborator and the other Operator’s screen. You can then chat normally with the other operator. (Fig. 10).</p><p> c. End an operator-to-operator chat in the same way as a regular chat by clicking the “End” button 11. Operator Profiles</p><p> a. Click the “Profile” link at the top of the page to edit your Profile Preference (Fig. 11).</p><p> b. “Agent Description”: </p><p> b.i. Enter here informational text about yourself such as subject specialty, phone number/email, branch/unit, hours of operation. (fig. 12) b.ii. This text will appear when another Operator hovers over your name in the Operators list (fig. 13).</p><p> c. “Department”: Select a department description, then click the Save button to save your selection. Department will appear under the operators name, and patrons will see this in their window. (see fig. 13)</p><p> d. You can type “Canned Messages” that will appear in your “Select Prewritten Message” drop-down menu. These messages only appear for your account. (fig. 14)</p>