Thanks a lot for your kindly reply.

From where in the UCM in the phone configuration?

And should we do it from the UCM only or from the IPCC confguration manager both?

Sorry I mispoke, the setting in UCM is in the Service Parameter Configuratoion, called something like Ring No Answer Timer. You will have to make that greater than the Agent Desk Setting timer in order for ICM to pull the call back.

david