If you are in a load-balanced environment, you must verify the eschat_config.properties configuration file on each BMC Remedy Mid Tier server to include the
<cns> tag. The value of this tag is the server name where this eschat_config.properties file resides. The default XML tag is
<cns/>, which indicates that it is empty and has no value. In a load-balanced environment
</cns> include the server name in the tag.
For example, if you have three servers, S1, S2, and S3, each running a CNS, you might see the following values:
The value of this tag on Server 3(S3) is
The server that you are verifying is the only server listed in the
<cns> section. In earlier versions, all servers were entered in this section.
When the typing notification is accurately configured, the users and the support agents are aware that the other is typing a message in the Chat window.
In BMC Virtual Chat version 9.1.00, you must verify configuration in the cns_config.properties file.
In BMC Virtual Chat version 9.1.01, you must verify the configuration in the eschat_config.properties file.
In BMC Virtual Chat version 9.1.02, you must verify that the
cnslb setting in the eschat_config.properties file is blank because the typing notification function is no longer using this parameter.
After installing, in the eschat_config.properties file, check whether the
cnslb parameter contains a value (names of all the Mid Tier servers in the system). If it contains a value, then delete it so that the configuration is
After configuring, if the typing notifications are not working, enable the CNS Proxy Pass feature in the Chat Admin Console. For more information, see Enabling CNS Proxy Pass.
For some Virtual Agent queries, you must modify the URL field to use the BMC Remedy Mid Tier. For load-balance environments, replace [SERVER] with the virtual IP (VIP) or DNS name of the BMC Remedy Mid Tier load balancer.
Set correct values in <port> and <server> elements in URL field.
The <server> element must contain name of the Load Balancing server.
The following code is an example of the ESChat Connection Config - Default Override item: