Cisco Cisco Agent Desktop 8.0 Informationshandbuch

How can I increase the number of rings to the agent desktop?
Related Information

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

parameter in the SubsystemRmCm.properties file, as shown below. By default, the file is
located in the c:\Program Files\wfavvid directory.

To change the default value, the procedure is as follows:

On the CRS server, open the SubsystemRmCm.properties file with a text editor.

1. 

Change the

 setting

to the desired seconds.

Note: The unit is millisecond (ms). 1000 represents 1 second. One ring is equal to 4
seconds.

2. 

Restart the CRS Engine.

3. 

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.

1. 

Right−click the Select Resource node.

2. 

Click Properties in the pop−up box, as shown here.

3.