CTI OS desktop agent cannot answer call

Hello All,
I am seeking a suggession on a issue which seems to be lying with network.
Agents are located in different location and all remaining Cisco components like ICM, CVP and CCM are in data center.
Agent succesfully logs in via CTI os Dsktop agent and IP phone, but when call is transferred, its state fluctuates between ready and reserved. CTI OS desktop agent never goes to talking state and call never lands on IP phone.
Network team claims nacessary routing and firewall ports are already open.
Seeking suggesion to further isolate and what logs/traces can be collected to identify the source of issue.
Tried 1 test agent login in data center and observed that in data center call lands to agent succesfully.
Any directions/pointers?
TIA
Regards,
Kailash

Hi Kailash,
Could you please check the below points:
1. Check if you associated the Agent phones to CCMPG user.
2.Symptom: Agent receives calls, but loses them after a few seconds before they can be answered.
Possible Cause The Ring No Answer feature is probably set on your ICM system. Open the ICM Configuration Manager and increase that value or disable it all together. (Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for more information on how to configure the Ring No Answer feature.)
3. Make sure the CSS and partitions are proper.
Also refer the below troubleshooting guide for more information,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios7_2/troubleshooting/guide/ctits.pdf
Hope it helps,
Anand
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