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Note

Microsoft Lync integration with BMC Virtual Chat is a legacy feature. This feature is available only if you enabled it before upgrading to BMC Virtual Chat 9.1.02.   

Typically, system administrators configure application pools, set up certificates, and configure trusted applications on the Microsoft Lync server. The following instructions are general guidelines to follow when preparing your Lync server for BMC Virtual Chat. For complete instructions on configuring Lync servers, refer to the Microsoft Lync documentation.

Before you begin

  • You must know the fully qualified domain name of the machine on which to set up the trusted application pool.
  • You must know the name of the local certificate authority. The examples below use MyEServiceDev-LYNC-DC-CA.
  • To create a trusted application, you must have an open port on the local firewall that is running on the Application Server so that other servers can successfully send messages to the application.
  • Complete the prerequisites described in Prerequisites for a Microsoft Lync integration.

To create the BMC Virtual Chat trusted application pool

  1. On the application server, start the Lync Server Management Shell.
    Example: Click Start > All Programs > Microsoft Lync Server 2013 > Lync Server Management Shell. 
     

  2. In the Lync Server Management Shell, run the Get-CsService -Registrar command to get the registrar name, or Lync server. 
    In the following example, the registrar name is LYNC-FE.MyEServiceDev.local. 

  3. Run the Get -CsSite command to get the site ID. 
    In the following example, the site ID is 1. 

  4. Run the New-CsTrustedApplicationPool -Identity <trustAppPoolServer> -Registrar <registrarName> -Site <siteID> command to create the following pool: LYNC-APP.MyEServiceDev.local

    <trustAppPoolServer> — fully qualified domain name of the Trusted Application Pool machine
    <registrarName> — fully qualified domain name of the Lync server
    <siteID> —  the site ID

  5. In the Lync Server Management Shell, run the Enable-CsTopology command to add the trusted pool to the Lync topology.
    The command returns no message or feedback.  

    Tip

    Check the Lync Server Control Panel to verify that the application pool was created successfully and added to the topology.

  6. Install the replication service on the LYNC-APP.MyEServiceDev.local machine.
    1. From a command prompt, change to the Microsoft Lync Server\Deployment folder.
      Example: cd \Program Files\Microsoft Lync Server 2013\Deployment 

    2. Type the following command:
      Bootstrapper.exe /BootStrapLocalMgmt /MinCache

      This process takes several minutes to complete, as shown in the example below.

  7. In the Lync Server Management Shell, enable and start the replication service by typing the following commands:
    Enable-CsReplica
    Start-CsReplica

  8. In the Lync Server Management Shell, force the replication process to execute by typing the following command:
    Invoke-CsManagementStoreReplication

    The replication process can take several minutes to complete.
     

  9. Check the status with the CsManagementStoreReplicationStatus command.
    The UpToDate status of the LYNC-APP.MyEServiceDev.local Application Pool is set to False.
     

  10. To force replication, run the Invoke-CsManagementStoreReplication command.

  11. Run the Get-CsManagementStoreReplicationStatus command again.
    Replication has now taken place because the UpToDate status of the LYNC-APP.MyEServiceDev.local Application Pool is now set to True.

    Note

    You may have to run Get-CsManagementStoreReplicationStatus a few times before the UpToDate status the application pool sets to True. It sometimes takes 5 minutes before it succeeds.


     

  12. If you check the Lync Control Panel on the Lync Front End Server and click Refresh, Replication is now active as shown below.

To request and set up a certificate

The following instructions assume that a local certificate authority is used to request the certificate. If the certificate is obtained from a third-party certificate authority (not part of the domain), you must manually set up the certificate in Microsoft Internet Information Services (IIS).

  1. In the Lync Server Management Shell, run the Request-CsCertificate command to request a certificate from the local Certificate Authority, VirtualAgent-LYNC-DC-CA. Type the following command:
    Request-CsCertificate -New -Type default -CA LYNC-DC.MyEService.local\MyEServiceDev-LYNC-DC-CA -Verbose
     
  2. From the verbose output, note the Thumbprint value. You need this value to set the certificate.
  3. From the Lync Server Management Shell, run the Set-CsCertificate command with the Thumbprint value. Type the following command:
    Set-CsCertificate -Type Default -Thumbprint <ThumbPrintValue>
     

The certificate creation and assignment for the Application Server is complete.

To create the BMC Virtual Chat trusted application

  1. In the Lync Server Management Shell, type the following command:
    New-CsTrustedApplication Pool
  2. At the prompts, enter the following values:
    • ApplicationID: ServiceCenterAgent
    • TrustedApplicationPoolFqdn: trustedApplicationPool (such as LYNC-APP.MyEServiceDev.local)
    • Port: openPort (such as 14001)

  3. Type the following command:
    Enable-CsTopology

The Trusted Application is now set up. Verify this using the Lync Server Control Panel on the Lync 2013 Server. From Topology > Trusted Applications, you will see the Trusted Application that was just setup, as shown below. 

To create a trusted application end point

The Trusted Application EndPoint is the Lync contact that interacts with the application.

  1. In the Lync Server Management Shell, run the New-CsTrustedApplicationEndpoint command with the following parameters:
  2. Exit the Lync Server Management Shell.

To add the trusted application end point as a Lync contact

  1. Open the Lync client.

  2. Click the Contact Search box and enter the SIP Address of the trusted application end point, .
    The new contact appears in the list.

    Important

    The contact appears Offline because the VirtualAgentIntelligentImBot application has not yet been installed.

  3. Hover over the name and click the plus(plus) to add it as a contact.

The BMC Virtual Chat bot is now a contact but is not online and available.

Where to go from here

Installing the Intelligent Instant Message Bot for BMC Virtual Chat

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