This document describes how you can modify the number of rings to the
agent desktop so an agent can have more time to pick up a call before the
system sends it back to the queue in a Cisco IP Contact Center (IPCC) Express
How can I increase the number of rings to the agent
A. The default value of the timeout to connect an IP Integrated Contact
Distribution (ICD) call is 12 seconds, equivalent to 3 rings. Before Cisco
Response Solutions (CRS) version 3.0, the value is defined by the
parameter in the SubsystemRmCm.properties file, as shown
below. By default, the file is located in the
c:\Program Files\wfavvid directory.
Figure 1: Parameter --
To change the default value, the procedure is as follows:
On the CRS server, open the SubsystemRmCm.properties
file with a text editor.
setting to the desired seconds.
Note: The unit is millisecond (ms). 1000 represents 1 second. One ring is
equal to 4 seconds.
Restart the CRS Engine.
With CRS version 3.0, this value is controlled by the individual
Select Resource step in the application scripts. The procedure
Use CRS Edit to open the specific application
Right-click the Select Resource
Click Properties in the pop-up box, as shown
Figure 2: Select Resource > Properties
Set the value of the Timeout field which represents
the length of time, in seconds, before the contact is retrieved back into the
queue, as shown here. One ring equals 4 seconds.
Figure 3: Select Resource > Timeout
This value must be lower than the Call Forward No
Answer timeout in Cisco CallManager.