Contents

Introduction

Prerequisites

Requirements

Components Used

Configure

Configurations

Verify

Troubleshoot

Introduction

This document describes the steps to set the session timeout value for the WebEx Contact Center portal and Analyzer

Contributed by Bhushan Suresh - Cisco TAC Engineer and Vishal Goyal - Cisco TAC Engineer

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

- Access to admin webex portal - https://admin.webex.com/

- Access to WxCC portal - https://portal-v2.wxcc-us1.cisco.com/

- WxCC 2.0

Components Used

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

- WxCC 2.0

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, ensure that you understand the potential impact of any command.

Configure

Configurations

The session timeout for WxCC Portal page and Analyzer page is set on Control hub and the steps can be used to veriyf the current setting (20 minutes is the default value) and increase this to your ornizational needs

On Control hub (https://admin.webex.com/)

- Select Organization Settings

- Under Idle Timeouts section, under Webex Control Hub Idle Timeout > Control Hub timeout check the current timeout value and increase it to the require value

Verify

To verify the  on Control Hub Timeout has been successfully applied, please requested the users of the Portal and Analyzer to sign out, clear chache and sign back in.

Once this is done, use the steps to verify the value set has been successfully applied:

- Access the Portal page (https://portal-v2.wxcc-us1.cisco.com) and enable Developer tools (Select Settings > More tools > Developer tools)

- Once Developer tool is enabled, access the Application Settings and Under Local Storage where the Portal URL and Analyzer URL are listed. Select the Portal Url (https://portal-v2.wxcc-us1.cisco.com) and check the SessionTimeoutDuration (shown in seconds) is the value set on Control Hub

Note: The sessionTimeout value counts down and expire once it hits the zero

Troubleshoot

If the timeout value set on Control Hub is not honered on WxCC, please engage TAC with the Browser console logs and HAR logs (steps to collect them are provided HERE ) to troubleshoot further.