The BMC Virtual Agent application is a BMC Remedy application, packaged as a definition (DEF) file and imported to the BMC Remedy AR System server by using the BMC Remedy Developer Studio tool. Any supported BMC Remedy AR System server can be used to host BMC Virtual Agent. For information about the system requirements for BMC Remedy AR System, see System requirements in the BMC Remedy AR System documentation.
To view compatibility information for BMC Virtual Agent, use the BMC Solution and Product Availability and Compatibility Utility on the Product Availability and Compatibility page.
BMC Virtual Agent also has the following requirements:
Installation disk space
The BMC Virtual Agent installation requires a minimum of 1 GB of free temporary disk space. To verify your available space on Microsoft Windows, use Windows Explorer to check the hard disk space.
Open ports 6225 and 6226
Port 6225 must be open in both directions between the BMC AR System and Mid Tier servers in order for BMC Virtual Agent to communicate with the Chat Notification Servlet (CNS). The CNS, which runs on Apache Tomcat, listens for a socket connection on port 6225. The BMC Remedy AR System server acts like a client via one of the BMC Virtual Agent Java plug-ins and initiates one (or more) connections to the CNS on that port. Updates to chats are sent to the CNS via this socket connection.
The ESChat servlet, also running on Apache Tomcat (and in many cases on the same server as the CNS), must also establish a socket connection to the CNS on port 6226. Open the port both directions between the BMC AR System and Mid Tier servers. For security purposes and browser JavaScript cross-domain limitations, self-service users talk only to the ESChat servlet. When polling for chat updates, users poll the ESChat servlet, which in turn polls the CNS.
In a load-balanced configuration, each ESChat servlet talks to the CNS on its local system. Each CNS must also create a connection to each of the other CNS servlets on port 6225 to synchronize typing notifications. For information about configuring for a load-balanced environment, see Setting load-balancing requirements.
Note
Compatibility matrices, which identify the hardware and software requirements for installing BMC applications, are available on the BMC Customer Support website at http://www.bmc.com/support.
Unicode for double-byte languages
To support chats with double-byte languages, such as Korean, Japanese, and Simplified Chinese, you must install BMC Remedy AR System with Unicode support. For more information about Unicode support, see Unicode support and Unicode compatibility considerations in the BMC Remedy AR System online documentation.
Load-balanced environment requirements
To ensure that the file transfer feature of BMC Virtual Chat works in a load-balanced environment, all Apache Tomcat instances on BMC Remedy Mid-Tier servers must be installed in the same location.
Example: D:\Apache Software Foundation\Tomcat7.0
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3 Comments
Laurent Matheo
According to the benchmarks, 250 concurrent users need 45% CPU.
Does BMC recommend having a separate server for the chat and does BMC have some sizing recommandations for it?
Does BMC also have some sizings, ARS side. 45% with "just" 250 concurrent could seem a bit high but everything was on the same VM for the tests.
For example, in an "usual" configuration (3 tiers) with one database, one ARS, one mid-tier (and one server for virtual agent?), what would be the "load" induced by the 250 concurrent "virtual agent" users?
For example could we say that 10 "chat / virtual agent" need as much resource as 1 "mid-tier" user?
It would be useful for creating an architecture and integrate "virtual agent 8.1".
Juhi Saraf
Gary Beason