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 Edition environment.
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 com.cisco.wf.subsystems.rmcm.connectTimeout 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 -- com.cisco.wf.subsystems.rmcm.connectTimeout
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To change the default value, the procedure is as follows:
On the CRS server, open the SubsystemRmCm.properties file with a text editor.
Change the com.cisco.wf.subsystems.rmcm.connectTimeout 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 follows:
Use CRS Edit to open the specific application scripts.
Right-click the Select Resource node.
Click Properties in the pop-up box, as shown here.
Figure 2: Select Resource > Properties
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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
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This value must be lower than the Call Forward No Answer timeout in Cisco CallManager.