Co-browse Configuration

I just wanted to share some information about why co-browsing configures successfully sometimes and doesn’t other times.

Our current version of Docutek VRLplus allows a user to connect with us first in chat mode only. We can then choose to initiate co-browsing or not, depending on the session. When the user logs in we have information about what operating system and browser they are using, however there are more requirements for successful co-browsing including security settings and how java is set-up on their computer. The software doesn’t test these items until we try to configure co-browsing, which will either be successful or not. It is important to note that there is nothing “wrong” with the co-browser in these cases. The co-browse configuration should be seen as a test of the user’s system to see if they are capable of co-browsing. If they are not, then the co-browser will go to classic mode and you can continue the session in classic. We are working with Docutek to make this process a little more transparent so that the user and librarian will have more information about the co-browse configuration process and we will know which users will be capable of co-browsing in pro mode or in classic.

You can also make use of this script to communicate with your patron if their computer fails the co-browse configuration process:

“I’m sorry but it looks like your browser is not able to be configured for co-browsing. We can continue our session without the co-browse function.”

The script is saved in the scripted replies under, “Co-browsing won’t config”

Please let me know if you have any questions or technical problems.