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.
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...