This only applies to reference staff who do vref shifts. This happened to me once and I forgot about it, but it happened to Moreen (vrefer in Montreal) on the wknd so I thought I'd better let everyone know.
The problem occurs when you are answering a call and you type your first reply, hit send and the answer goes to the librarians' tab instead of to the call and then the tab with the student's name disappears.
It looks like you have lost your call permanently, but there is a solution.
The solution is to open another window, click on the live help logo from any page on cybrary and send yourself a test call. The call that was mysteriously dropped will reappear when you click on the button to answer your test call. Moreen and I both tried this and it works.
Voodoo majic!!
Posted by cminor at November 23, 2004 11:46 AM