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The analyst and end user never communicate directly with each other. You do not require direct peer-to-peer connectivity between the two users. All data transfer is routed through the server, verifying that you can communicate even when the end-user computers are behind restrictive firewalls.
You can connect to end-user computers using the following connections:
Using a socket connection is the best way for you to connect. Socket connections are the fastest type of connection, with the least overhead, minimal latency, and the most efficient type of connection.
Using an HTTP connection can result in better connections than a direct socket connection because corporate firewalls can block direct socket connections. HTTP connections generate a significant amount of network traffic overhead compared to direct socket connections. Due to HTTP overhead and processing on the server, the number of simultaneous sessions is much lower when most the connections to the server are over HTTP.
Socket Proxy is a mode of operation for the Support Automation server to off-load some of the CPU-intensive operations. For example, encryption/decryption from the main server, and to provide a server component that can go into the DMZ (or similar zone) within the logical network topology.
Typically, you attempt to connect through the direct socket connection first, and, then connect through HTTP if the direct socket fails. However, you can specify custom connection settings on the client computer to alter this sequence.
Note: For details about configuring communication settings, see the Online Help.
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