CRM-IC freezes during warm transfer

Hello again,
I have a problem with our integrated IC/Contact Centre setup. We have several of our Agents who are reporting an intermittent issue whereby the IC web interface is freezing when they are completing a warm transfer. There doesn't seem to be any particular pattern to this, it just happens now and again, a few times a day for some Agents. Some other Agents do not get the issue. The Contact Centre Agent is version 7.0.7.14 and the CDT is running on IE10. We have tried resetting profiles and IE to defaults to no avail.
I would appreciate some advice on where to start with troubleshooting this. I have enabled detailed logging on the CDT but the logs do not reveal any particular errors that I can see. On the Contact Centre server itself, which would be the best log to look at for something like this - or does it need to be approached from the CRM-IC angle? Or both?
Any advice, pointers in the right direction would be most welcome as always.
With best wishes,
Adele

Hello, this issue is still outstanding for us and causing quite a few headaches. I had a look at the OII logs as advised but have come up with nothing that I can attribute to the precise issue/timings (though I'll readily admit to not knowing what I'm looking for exactly). Our SAP guys here are going to run the ICI traces that Thomas mentions and hopefully that will reveal some clues.
The issue is occurring when Agents are carrying out searches for BPs in CRM-IC now as well. For example at the point at which a call is ended, the IC freezes, or when searching for a BP, or when putting callers on/off from hold.
I had a look at the event logs on one of the PCs and there are instances of IE having 'stopped interacting with Windows' but the error codes turn up nothing useful - these are general errors. The CDT logs for the person experiencing the crashes also does not have any clues.
I checked also for Windows updates to see if there had maybe been one that could have caused an IE problem - for example as detailed here:https://websmp130.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/sno/ui_entry/entry.htm?param=69765F6D6F64653D3030312669765F7361706E6F7465735F6E756D6265723D3230353734393926
This particular problematic patch isn't on our PCs.
If anyone has any further advice to help with troubleshooting, I would be most grateful.
With thanks,
Adele

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