Using RefTracker with Skype

Teams is replacing Skype.  This information has been retained for the time being, but please take a look at this newer information about using Teams with RefTracker.

Skype provides a cost effective way to run an online/chat reference system for low volume or ad hoc services.  Most organisations wanting to provide an online reference service will find that using a purpose built online reference product like RefChatter, where multiple operators can manage the service, statistics are collected automatically, and transcripts are easily accessed and reviewed, provides a more appropriate service. However, being free, and easy to set up and use for chat, voice calls to other Skype users, and Desktop sharing, Skype could be tempting to try out! 

Skype might already be in use in your organisation, in which case this information about how to use it with RefTracker will undoubtedly be useful.

To implement the Skype response method:
– Ensure that the Skype response method is enabled in your Response method code table. 
– Include the Skypename field into any forms that you want to be able to offer outgoing communication via Skype.
The Skypename will be used to generate Skype chat and Skype call hyperlinks that are stored in the client table of the Data Dictionary as {client_skype_chat_link} and {client_skype_call_link}.  The code to do this for Skype is currently hardcoded into RefTracker.
When a Skypename has been recorded for a question, it will show in the Client contact details line (you might have to click the [. . .] link to make it show) in the Answer screen (as shown in the screen print below).
The Skype call link, makes an immediate Skype call to the Skype name that has been saved in relation to that request.
The Skype chat link opens Skype ready for an IM message to be sent, or for a call to be made.  For example, it could be used to send a message “Are you available for a call” before making the call.  The greater functionality of this link is why Skype chat is the default way in which Skype links have been implemented in the RefTracker Client details and RefTracker staff emails.

When Skype has displayed you may see a popup like the following.  If you see it, click “Allow” – or untick “Always ask before opening this type of address” to prevent it showing in future.

Clicking on the “Skype call” hyperlink will display the following popup.  It is a good idea to leave “Do not ask me again” unticked as the “Skype call” link is about to make an immediate live phone call.  When you are ready to make the call click “OK”, and the Skype window will appear and automatically start the call.

Setting up a service that allows clients to request immediate assistance via a Skype call:
You will need a Skype signon associated with a Skype me button/s in your web pages.
To add a Skype me button to your web pages see https://dev.skype.com/skype-uri/generator

Please note that a Skype me button is an open invitation for anyone worldwide to contact you, so make sure that the web page that includes this link is on a web page that only members of your library, institution or company can access (such as one that only displays after they have identified themselves by logging in)!
Also ensure that your Skype button clearly describes the hours that your service is open as it does not yet have a presence feature that automatically disables the button when your service is not available.
Be sure to go to Skype’s Tools>Options> Call settings and set “Allow calls from” to “Anyone” if you want to allow Skype calls from people not already in your Skype contact list (a public service).

Gathering statistics about your Skype service using DeskStats:
Of course you can record stats about a service provided through Skype using DeskStats, but the following provides a solution that easily allows for more details about the call to be recorded for statistical purposes, or, recorded and submitted for follow-up research to be performed.

Gathering better statistics and allowing a follow-on research service for your Skype service using New:
Create a form for use under New that looks similar to this.  The operator may prefer to use New in a separate window, with “Stay on this page” ticked, so that they can easily come back to this form when a new call comes in.

When a Skype call comes in the operator starts the clock in the New screen, and fills out the first part of the form.  They can cut and paste a Skype IM chat into the question field if that would be helpful for any follow up work.
If the call requires no followup, the operator simply selects a closing status when the call is complete and clicks Submit.  The clock will stop automatically to ensure that accurate stats are recorded for the service provided.
If the call requires further offline research, the operator fills out the bottom part of the form with the client’s preferred Response method and matching client contact details (note that Skype is a valid Response method). 
They should then choose “Change to allocation” and complete the allocation fields – note that “I’ll respond now” is not available if you are using the form in a separate window.
You may also want to set up a similar form to be used by your telephone service operators!