Session expires message appearing in PEF

[Chris_Phillips]

Our agents are starting to see the message below (see screenshot) appearing in ther PEFs.

Clicking the button forces them to relogin with user/pwsd.

1. Is this a new feature and what is the result of ignoring it?
2. How can we stop it forcing them to relogin with user/password? Its pretty annoying, is there a setting somewhere to make the PEF user session super long?

Thanks

Chris

[Richard.Schott]

Yes, this is a new feature warning users their session token is going to expire. Ignoring it will mean the session could potentially expire in the middle of a call. The warning is there during a time of inactivity to all the agent to renew their session when it should not be detrimental to their workflow.

Session Timeouts are dictated by the oauth client configuration. Generally we've seen an 18 hour session timeout be the least disruptive, as it will invalidate a session while a user is away for the day, forcing them to log in at the beginning of their scheduled shift. Unfortunately, many developers leave the default session at 48 hours, which means that the session expiration is almost guaranteed to occur in the middle of a work day.

Another option is to leverage single sign-on and the automatic redirect. If the SSO IdP allows for longer sessions, then the redirect to PureCloud login should transparently request authentication from the IdP, then create a new session for the user.

[Chris_Phillips]

Hmmm okay thats great to know.

It is very helpful. We do have it often that reps see the phone refresh in the middle of the call (I assume that is the single signon redirect?)