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BMC Virtual Chat 9.1

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  • BMC Virtual Chat 9.1
 

BMC Virtual Chat helps self-service users solve issues.

Release notes and notices
updated 05 Sep
This section provides information about what is new or changed in this space, including urgent issues, documentation updates, maintenance releases, service packs, and patches. It also provides license entitlement information for the release.

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Date

Title

Summary

December 5, 20169.1.02: Service Pack 2

Enhancement
The Chat Notification Servlet Proxy Pass (CNS Proxy Pass) is a configuration setting used to streamline the process of sending notifications in a load-balancing environment.

Deprecation
In version 9.1.02, integration of BMC Virtual Chat with Microsoft Lync is no longer available for customers who perform a fresh installation.

November 10, 2016Product announcementsProvides a statement of direction for the end of life for integration with Microsoft Lync.
November 5, 2016PDFs and videosAn index of topics with videos is now available.
June 23, 20169.1.01: Service Pack 1

Fixes listed in Known and corrected issues, and the following enhancements:

  • The chat display is now more visually similar to other instant messaging applications.
  • The display of the Quick Links tab is improved.
  • Chat Alerts now use single sign-on, if you enable it for the BMC Remedy Mid Tier.
  • Overlays allow you to preserve custom configurations of the Self Service Portal during upgrades.
  • Improved diagnostics
April 8, 2015Configuring knowledge articles to launch in BMC MyITIf you have BMC MyIT 3.0.01 or later, you can configure knowledge articles in BMC MyIT.
December 22, 20159.1

BMC Virtual Chat 9.1 is released. Version 9.1 includes the following enhancements:

  • VIP routing
  • Capability to relate a chat to an open incident
  • Enhanced Lync integration
  • Support Agent Console enhancements

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Planning
 

Deployment, planning, system requirements.

Installing
 

Information about installing BMC Virtual Chat

Upgrading
 

Information about upgrading BMC Virtual Chat

Troubleshooting
 

Troubleshooting, diagnostics, log files and contacting Support.

Using
 

Using the Agent Console. Overview of the Self Service Portal and how to configure features

Administering
 

Administering the Self Service Portal and the Agent Console

Developing
 

Developing AIML scripts and customizing the Self Service Portal

Integrating
 

Integrations with BMC Remedy ITSM, Microsoft Lync, and other products

Known and corrected issues


FAQs and additional resources
This topic provides information that supplements the BMC Virtual Chat 9.1 documentation. It contains the following sections:


Frequently asked questions

This section provides answers to frequently asked questions (FAQ) about BMC Virtual Chat.

 How can I make my company logo appear instead of the BMC Virtual Chat logo?

The default logo file, named bmclogo.gif, is located in the /resources/img/ folder on the mid tier server. First, move your company logo to the /resources/img/ folder. Then, use the Self Service Portal Configuration tool to modify the Application Portal - Interface to point to your logo. The logo definition is the first line of the entry.

<logo>resources/img/bmclogo.gif</logo>

For more information, see Changing the logo in the application portal.

 How do I prevent the title in BMC Knowledge Management articles from being searched?

In the first line of the BMC Knowledge Management Virtual Chat Query, set the keytermsrelevancy value to  0  (zero) and theresort value to  false .

[vaq:xmlresults maxrows='10' keytermsrelevancy='0' keytermselement='title' resort='false']

For more information, see Defining Virtual Agent Queries

 How can I change the default greeting?

You can change the virtual agent greeting in the ES_Chat:DVFFormatString Self Service form. The Default Display Message section contains the initial greeting. Change it and restart Apache Tomcat for the changes to take effect.

For more information, see Changing the initial customer greeting.  

 How do I change the default location of the Program D var folder?

Specify the new path in the web.xml file (in the /webapps/programd/web_inf folder) and then restart Apache Tomcat. The path is specified in the <param-value> element:

<param-value>[file:/BMCSoftware/BMCVirtualAgent/var/programd/conf/core.xml]<param-value>

 How can I change the default No Answer virtual chat query to display my company website instead of performing a Google search?

In the Virtual Chat Query configuration, change the URL field from the Google default to your company URL. 

For more information, see Defining Virtual Chat Queries.  

Frequently asked questions about deprecation of integration with Microsoft Lync

 I am using the Lync integration in version 9.1.01 or earlier. Can I continue to use it with version 9.1.02?

Yes. Customers with existing installations of BMC Virtual Chat 9.1.01 or earlier will not be affected and can continue using the integration with Microsoft Lync. Customers using the Microsoft Lync integration will be able to upgrade to BMC Virtual Chat 9.1.02 and continue to use the integration with Microsoft Lync.

 I performed a fresh installation of BMC Virtual Chat 9.1.02. Can I use Lync integration?

No, if you installed BMC Virtual Chat 9.1.02 for the first time, you cannot integrate with Microsoft Lync.

Additional resources from BMC

The following BMC sites provide information outside of the BMC Virtual Chat 9.1 documentation that you might find helpful:

The following site, which is not created or endorsed by BMC, also provides information that you might find helpful:

  • The Action Request System discussion list, ARSLIST

 

 

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