Cisco Unified Intelligent Contact Management Enterprise

WebView and IIS Connection Timeouts

Document ID: 62145

Updated: Oct 27, 2005



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:

  • Cisco WebView

  • Cisco ICM

  • Microsoft IIS

  • Microsoft Windows 2000

Components Used

The information in this document is based on these software and hardware versions:

  • 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.


Refer to Cisco Technical Tips Conventions for more information on document conventions.


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.

Timeout Adjustment

IIS Connection Timeout

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.

Complete these steps to reset the IIS Connection Timeout:

  1. Select Start > Programs > Administrative Tools > Internet Services Manager.

    Figure 1—Internet Information Services


  2. Expand Internet Information Services.

  3. Right-click Default Web Site.

  4. Select Properties. The Default Web Site Properties window appears.

    Figure 2—Default Web Site Properties


  5. Click to select the Web Site tab.

  6. Enter a new value in the Connection Timeout box. The default value is 900 seconds.

WebView Timeout

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 significantly.

Complete these steps to adjust the WebView timeout interval:

  1. Open the file. By default, it resides on the directory of c:\icm\web\webview\reporting\servlet\properties.

  2. Locate adminui.ADMIN_TIMEOUT , as shown in Figure 3. The default is 120 seconds.

    Figure 3—


ServletExec Timeout

Note: The ServletExec timeout interval should be equal to the WebView timeout interval.

Complete these steps to adjust the ServletExec timeout interval:

  1. Open the file. By default, it resides in the c:\Program Files\New Atlanta\ServletExec ISAPI\ServletExec Data\default\ directory.

  2. Locate session.invalidationtime in the file, as shown in Figure 4. The default value is 7200000 milliseconds.

    Figure 4—


  3. Change it to the desired interval.

Cycle the Services

After you change either the ServletExec or WebView timeout, IIS and the Jaguar service should be cycled. Complete these steps:

  1. Select Start > Control Panel > Administrative Tools > Services.

  2. Stop the IIS Admin service. This stops the World Wide Web service as well.

  3. Stop the Jaguar service.

  4. Start the World Wide Web service. This automatically starts the IIS Admin service.

  5. Start the Jaguar service.

Related Information

Updated: Oct 27, 2005
Document ID: 62145