Verifying the load-balancing settings
Verifying the CNS load balancing tag
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 1 (S1) is
- The value of this tag on Server 2 (S2) is
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.
(For BMC Virtual Chat versions 9.1.01 and earlier) To verify the typing notification functionality
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.
- On each of the BMC Remedy Mid Tier server in your load-balanced environment, open the copy of the configuration file with any standard editor.
- Verify the value of the <cnslb> </cnslb> tag with the addresses of all the BMC Remedy Mid Tier servers in your load-balanced environment, excluding your current BMC Remedy Mid Tier server. The addresses should be separated by a semicolon.
For example, if you configure S1.caldbro.com, you get the following value:
- If you made changes, you must restart Apache Tomcat.
You can optionally wait to restart Apache Tomcat until you complete all configuration file changes.
- If you made changes, copy the configuration file to all the other BMC Remedy Mid Tier servers in your load-balanced environment.
(For BMC Virtual Chat version 9.1.02) To verify the typing notification functionality
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.
To update Virtual Agent queries
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.
- From the Virtual Agent Administration Console, select General Settings >Virtual Agent Queries.
- Double click the ESChat Connection Config - Default Override item in the query list.
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:
<eschat_connection> <port>6226</port> <serverlist> <server><mid tier server or load balancer server for mid tier servers></server> </serverlist> </eschat_connection>
- Select Enabled radio button
- Click OK.