If i want to increase this duration only for specific agents, is this simply handeled by increasing the RingNoAnswerDuration on their specific lines, or is there another field i need to modify as well?
In CCX you need to edit the Select Resource step and increase the Timeout parameter to something greater than 18.
However, you also need to make sure that in Communication Manager you go to each agents ACD line and change the Ring No Answer timer setting from what is probably blank (default, use the system setting) to a number about 2 seconds HIGHER than what you set in the Timeout parameter in CCX.
Otherwise, the Agent line will handle ALL contact center calls that go long as No Answer and hang up instead of them going back into queue.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...