Telephony buttons switch to "not ready" and error in ICI_TRACE

Question

Experts,
I'm researching a problem in our PROD environment.  A CSR is complaining about their telephony buttons changing from "ready" to "not ready" while in ICweb. 
I searched their ICI_TRACE and see this:
Exception     CX_CRM_ICI_EXCEPTION
Message class     1
message number     15
message     Area Code: 1, Error Code: 15
Program name     CL_ICI_SOAP_DELEGATE==========CP
Include name     CRM_SOAPINCL_TRANSPORT_IMPL
row number     942
Exception     CX_BCB_EXCEPTION
Exception text     
Message class     0
message number     7
message     (ICI Error occurred in method CL_BCB_SYSTEM->GET_WORKCENTER)
we are currently on CRM2007 SP6. 
We use Geneys GPLUS ICI adapter:
Gplus Adapter for mySAP ICI Multi-Channel</name>
  <version>7.5.100.27
I'm really not sure what the end-user is doing that leads up to this error.  I've done OSS and SDN thread searches for this error.
Any Ideas where to start, other than contacting CTI vender Genesys?  I've already contacted our 3rd party company that provides that service, but I don't want to wait if there is something I can do on my end...
Thanks,
NICK

Answer 1

Hey Heber,
Your post was very helpful.  No, this wasn't happening to everyone...just this one CSR.  And he's sort of a constant complainer.  I've had to explain/train him many times on using ICweb and telephony buttons.
At any rate, I think we found the problem.  He was missing some back-end roles.  Sometimes, when he executed transaction launcher from ICweb, to back-end, his screen inside ICweb would go blank.  I think that was his real problem all along.  Most of the time, he complains about his telephony buttons because he'll open multiple ICweb sessions and enable telephony on the new session and then complain when his buttons mysteriously "gray-out" on old session.  Which happens by design since only one session can have that.
I don't think we're doing freeseating.  I know the genesys gplus config on that end depends on knowing the username, PC hostname, and a position/ACD group.  But I'm not sure how to check/debug those methods since it's not really my area...
I'm really just the basis guy, trying to help since we really no longer have any consultants actively working on the CTI stuff.  We went live with ISU/CCS about 7 months ago...our genesys support company isn't that great, so usually I end up digging through their logs to help figure it out.  Between genesys logs and ICI_Trace...and OSS support and you guys, I can usually figure it out.
Thanks again,
NICK