Agent workmodes greyed out

Hi Guys
We are working on CRM 4.0. Our SAP CRM is integrated with third party CTI vendor i.e Interactive Intelligence. All the integration is done and we can see the channels and queue information appearing on the agent dashboard from the telephony system. But the agent workmodes Ready/Not Ready appear on the webclient, but they are greyed out. So we can't activate any particular mode, so we can't simulate any calls. What is the reason behind those workmodes being greyed out.
Your help would be highly appreciated.
Thanks
Hari

Hello.
We had the issue with the Agent Workmode options disabled or 'Greyed out'
We have a generic simple install of CRM 6.0 on Netweaver 7.0.1 Oracle 11.
We had a successful installation in QA, but when we pushed a database restore (Oracle) to create our Production Server, this issue arose.The Agent Status button became grey and we could not make calls inbound/outbound. The BCM however could make calls.
Fix:
1. We deleted the CRM configuration and followed the SAP Guide on installation (Rule, RFC, Channels etc) 1 hour.
2. We noticed in the ICM Trace (/nsmicm) => Trace=> Display Trace that the below memory error appeared
[Thr 01] DpRqQInit: use protect_queue / slots_per_queue 0 / 2001 from sys_adm
[Thr 01] **** INFO SHM 31 in POOL 10     9386 KB estimated      6238 KB real (   -3148 KB    -34 %)*[Thr 01] MPI: dynamic quotas disabled.
[Thr 01] MPI init: pipes=4000 buffers=1279 reserved=383 quota=10%
[Thr 01] CCMS: initialize CCMS Monitoring for ABAP instance with J2EE addin.
[Thr 01] CCMS uses Shared Memory Key 73 for monitoring.
[Thr 01] CCMS: SemInMgt: Semaphore Management initialized by AlAttachShm_Doublestack.
So we changed this in the RZ10 Instance Profile (search for 'ipc' ) and we adjusted Pool 10 from 1.5gb to 2.0gb.
===
Also watch your SICF services (Tranaction /nsicf )
The Core one that stops logins first is         /default_host/sap/bc/bsp/sap/crm_ui_start
Activate at the 'Indvidual' level, not the Folder Level. Erratic issues arise, don't just activate everything. Be specific.
It took several notes to compile the necessary services for SAP CRM 6.0 Netweaver 7.01 and BCM 6.0.10.26
(We hotpacked to Hotpack 26)
The Notes we used were
SAP Note 517484 Inactive services in the Internet Communication Framework
SAP Note 1295006 - Mandatory SICF services for IC WebClient
SAP Note 1115493
SAP Note 517484
The BCM and VU's once installed are normally stable. Get your Windows Administrator to give you access to the logs. They provide a wealth of troubleshooting information.
Look specifcally in the "ALL VU" logs, Core Logs (This refers to the Core Switch the network or VLAN is configured)
Good transactions to Trace the CRM interactions are as follows:
1. /ncrm_bcm_adm   * Maintain Connections
2. /ncrm_icm_mcm_ccadm * Maintain System Settings
3./ncrm_icm_emailx * Define E-mails
4. /ncrm_ic_ltx_urls   * Define URL and Parameters

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