Hi Thomas,
You are correct:) The default value of the timeout to connect an IP Integrated Contact Distribution (ICD) call is 12 seconds, equivalent to 3 rings. This value is controlled by the individual "Select Resource" step in the application scripts. The procedure to change this is as follows:
Use CRS Edit to open the specific application scripts.
Right-click the Select Resource node.
Click Properties in the pop-up box
Set the value of the Timeout field which represents the length of time, in seconds, before the contact is retrieved back into the queue. One ring equals 4 seconds.
**This value must be lower than the Call Forward No Answer timeout in Cisco CallManager.
From this good doc;
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_qanda_item09186a00801edefb.shtml#q-1
Hope this helps!
Rob
