This document describes the WebView and Microsoft Internet Information
Service (IIS) connection timeouts and provides procedures for adjusting both
values in a Cisco Intelligent Contact Management (ICM) environment.
Cisco recommends that you have knowledge of these topics:
Microsoft Windows 2000
The information in this document is based on these software and
Cisco ICM version 5.0 and later
Microsoft Windows 2000 Server
Microsoft IIS version 5.0
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
The IIS connection timeout sets the length of time, in seconds, before
the server disconnects an inactive user. This ensures that all connections are
closed if the HTTP protocol fails to close a connection.
After a set length of inactive time, WebView terminates the session.
The agent must login again to WebView.
The IIS connection timeout property sets a time in seconds at which the
server disconnects an inactive connection. The default value is 900 seconds. It
might be necessary to increase this value to allow for very large uploads to
Complete these steps to reset the IIS Connection
Select Start > Programs >
Administrative Tools > Internet Services
Figure 1—Internet Information Services
Expand Internet Information
Right-click Default Web Site.
Select Properties. The Default Web Site Properties
Figure 2—Default Web Site Properties
Click to select the Web Site
Enter a new value in the Connection Timeout box. The default value
is 900 seconds.
WebView logs out users after a certain time of inactivity. The default
timeout interval is set to 120 minutes. This timeout interval is configurable
and must be configured in two places - ServletExec and WebView. The lesser of
these values takes affect (the default values are 120 minutes). However, Cisco
recommends that you use the same values configured in both places.
When you increase the timeout value, this results in user credentials
that remain in memory for longer intervals and therefore increases the memory
requirement. Take this into consideration before you increase the values
Complete these steps to adjust the WebView timeout
default, it resides on the directory of
, as shown
in Figure 3. The default is 120
Note: The ServletExec timeout interval should be equal to the WebView
Complete these steps to adjust the ServletExec timeout
default, it resides in the c:\Program Files\New
Atlanta\ServletExec ISAPI\ServletExec Data\default\
file, as shown in Figure 4. The default value is
Change it to the desired interval.
After you change either the ServletExec or WebView timeout, IIS and the
Jaguar service should be cycled. Complete these steps:
Select Start > Control Panel
> Administrative Tools >
Stop the IIS Admin service. This stops the World
Wide Web service as well.
Stop the Jaguar service.
Start the World Wide Web service. This
automatically starts the IIS Admin service.
Start the Jaguar service.