When a call comes in and if the agents do not pick the call before 3 rings, it again goes back to queue. Can we change the number of rings from 3 to 6 before the call goes back to queue.
You can specify the timeout on the Select Resource Step, by default its set to 10 secs you can change it to whatever value you need.
If you are having an old version of ICD, there is another method of changing this value,
Go to c:\program files\wfavvid
Open the file subsystemrmcm.properties in a notepad, change the following field,
which is bydefault set to 1200 msec which is about 3 rings, so in your case you can set it to 24000.
After you save this file, stop and start the engine and let me know if it works.