Oracle Service Cloud has circa 500 configuration settings, which control the platform’s functions. Some of them are commonly used but many are not that well known. Below are a few that you might want to be aware of.
As most of you may already know, the access to functionality delivered via the OSvC Customer Portal web pages (e.g. self-service, chat, surveys) is charged per session. And a “session” is defined as a single 15 minutes time period of web visit activity.
A “web visit” is a series of customer interactions with the OSvC Customer Portal that can span one or more sessions. And the length of a web visit is configurable and allows you to track and report on activities by a single user for up to 12 hours.
A visit will be considered new in one of the following cases:
- The customer is inactive for longer than time defined in VISIT_INACTIVITY_TIMEOUT;
- The limit time defined in VISIT_MAX_TIME is hit;
- The browser is closed;
- The customer navigates way from the OSvC Customer Portal pages and the browser doesn’t support cookies.
Therefore it is important to understand what the above two configuration settings are.
This configuration setting defines the period of time after which a web visit is considered to be expired due to inactivity. The default value is 30 minutes, the minimum value is 15 minutes, and the maximum value is 2147483647.
This configuration setting defines a hard limit after which any web visit will expire. If a web visit is longer than VISIT_MAX_TIME, then a new web visit and session ID are generated. The default value is 240 minutes, the minimum value is 15 minutes, and the maximum value is 720 minutes (12 hours).
Apart from the two configuration settings above, it is also important to be aware of another two configuration settings, which apply to cases where the customer is logged in.
This configuration setting defines a the maximum amount of time for the length of the customer login cookie. If a visit is longer than CP_LOGIN_MAX_TIME, then the customer will be required to login again. The default value is 0 (zero), which means that the login cookie will expire based on user inactivity specified by the CP_LOGIN_COOKIE_EXP configuration setting. The minimum value is 0 and the maximum value is 2147483647.
This configuration setting defines the period of inactivity after which the login cookie will expire. The default value is 60 minutes. Value -1 means the cookie will expire when the browser is closed. And 0 (zero) means the cookie will never expire.