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Recommended Settings Checklist for the Agent Client

about 7 years ago | Article no. 6021
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How To's
Title:
Recommended Settings Checklist for the Agent Client
This Article Applies To:
Channels 9.0 and higher
Process:

The following are the commonly modified settings to control the behavior of the Agent Client and their recommended values

 

 Setting Name  What it does Recommended value 

 JAC_READ_TIMEOUT

Not applicable for version 9.4.  Avaiable in Administrator Client under System > Network

Controls the amount of time the JAC waits for a response from server before retrying the request 

0

 MB_MAILBOXTIMEOUT

Not applicable for version 9.4.  Avaiable in Administrator Client under System > Network 

 Controls the amount of time the server waits for a response back from the agent client for a keep-alive request. If no response is received in the  time configured, the agent client is disconnected

150000 (for moderate latency networks)

300000 (for high latency networks)

check with Moxie Support / Engineering if you need to set this higher.
 JAC_EMAIL_RELOAD_EDITOR Causes the reply pane in the agent client to reload every time a new email is selected to prevent content from previous email from being retained and sent out to the wrong recipient. 

1 
 JAC_BROWSER_MULTI_OUT_OF_PROC Creates a separate process from the javaw.exe for any browser based components.

1
 JAC_BROWSER_OUT_OF_PROC Creates a separate process from the javaw.exe for any browser based components. 

1
 JAC_FORCE_EMAIL_EDITOR_INPROC Runs the email editor in the javaw.exe process of the Agent Client 

1 
 

 

Other common issues are due to having both JRE 1.6 and JRE 1.7 or JRE 1.8  installed on the same workstation. Oracle. Please ensure the version installed is compatible with the version of Channels on the server - refer the Hardware and Software requirements document, or the release notes for any Hotfix or Patch that you are about to apply on the server.

 

Another factor that causes issues with the agent client are lack of sufficient system resources. Please ensure that the agent workstation has the minimum memory as described in the Hardware and Software requirements guide.  This memory must be real memory available, not virtual memory. Note that this is not the total system RAM. Any other applications running on the same system will require additional RAM. If CoBrowse is enabled and used, please add an additional 1GB RAM to the memory requirements below.

  • Version 9.0, 9.1. 9.2, 9.3 and 9.4  
    • 2 GB free/available RAM (3 GB with CoBrowse), solely for agent client and the associated Java Runtime Environment. Note that this is not the total system RAM. Any other applications, additional embedded browser pages will require additional memory. 
    • Dual core processor. 1.6 GHz Processor
  1. For versions prior to 9,4, ensure that the minimum Heap Size in the Advanced Client Options in the Admin is set to 512MB or greater. For version 9,4, ensure that the minimum Heap Size in the Advanced Client Options in the Admin is set to 768MB or greater.  In 9.4 CU6 or later, the heap size should be set to 1024.
     
  2. It is strongly recommended, for security reasons, to disable Automatic login on disconnect in Advanced Client Options in the Administrator, under System. The agent’s password may be available on the agent’s computer (Java Cache) during and after the reconnect process. Note that this would only be available to personnel with access to the user's account. 
     
  3. Error Options in Advanced Client Options for Network or Message should not be set to Debug or All, It is strongly recommended to only use Debug or All under the direction of Moxie Support and only for short periods of time.
     
  4. Downgrading from Internet Explorer 11 to any lower version is not supported on the Agent Client computer. 
      
        
  5. Ensure that the version of IE and Java matches the specified version in the Hardware and Software Requirements guide. NOTE: We only support 32-bit versions of IE and Java. 64-bit versions are unsupported. 
     
  6. If the Agent Client is launched via a Citrix Server and the Citrix server is in a different time zone than the agent's computer time zone,  there will be time display inconsistencies in EDA panels.  There is an option available to resolve this issue, if needed, is later 9.4 versions..

     
Affected Systems & Users:
Moxie Channels Administrators responsible for maintaining optimum settings in Channels
Additional Information:
Escalation Procedure:
 
If you have additional questions, please contact our Support team at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.