EIM - In Agent console all buttons are disabled and the agent can answer or close email cases

Today we notice all buttons in the agent console (email section) are disabled so any case can be closed or answered. Any idea about this issue?
Thanks in Advance

Ig agent gets a call and is interrupted then the buttons are disabled.

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Here where I work, I installed the CTI Toolkit, but when a agent try to transfer the call to another agent, the toolkit disable all the functions, but it still on, the agent still logged,receive others call, but he can't do anything, because all the buttons are disabled.
I found a workaround, when occour this, i reset the IP Cisco 7960 Hardphone, so I logged out the agent and logged in again.
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Here is the problem: "The agent Simone Minelli (Id: 5012, ext: 2215) reported that days 17.09.2010 at 10:25 until 10:26, the CTI OS toolkit lost
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10:25:32 CTIOS1-ctios Trace: [agent.5000.5012] AGENT_STATE_EVENT ( eTalking ) [CtiosBaseAgentObject,
     T_BASE_AGENT_AGENT_STATE_EVENT, 89501]
10:25:32 CTIOS1-ctios Trace: [call.5000.17056904] RTP_STARTED_EVENT [CtiosBaseCallObject,
     T_BASE_CALL_RTP_STARTED_EVENT, 40001]
10:25:44 CTIOS1-ctios Trace: ClientMgr[1]::OnConnectionClosed, Client[0x40754a0][01211]
10:26:29 CTIOS1-ctios Trace: [call.5000.17056970] CALL_FAILED_EVENT [CtiosBaseCallObject,
     T_BASE_CALL_CALL_FAILED_EVENT, 2751]
10:26:52 CTIOS1-ctios Trace: [call.5000.17056904] CALL_CONNECTION_CLEARED_EVENT [CtiosBaseCallObject,
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10:27:24 CTIOS1-ctios Trace: [skillgroup.5000.40] QUERY_SKILL_GROUP_STATISTICS_REQ
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10:27:24 CTIOS1-ctios Trace: [skillgroup.5000.40] QUERY_SKILL_GROUP_STATISTICS_CONF
     [CtiosBaseSkillGroupObject, T_BASE_SKILL_QUERY_SKILL_GROUP_STATISTICS_CONF,
     788751]
10:27:51 CTIOS1-ctios Trace: [agent.5000.5012]::DisableSkillGroupStatisticsReq()- Empty skill group number
     list provided.[CtiosBaseAgentObject,
     T_BASE_AGENT_DISABLE_EMPTY_SKILLGROUP_LIST, 985]
10:27:51 CTIOS1-ctios Trace: [agent.5000.5012]::DisableSkillGroupStatisticsReq()- Empty skill group number
     list provided.[CtiosBaseAgentObject,
     T_BASE_AGENT_DISABLE_EMPTY_SKILLGROUP_LIST, 986]
10:27:51 CTIOS1-ctios Trace: ClientMgr[1]::OnConnectionClosed, Client[0xf841a8][SILVMIN1-VM-2872-2796]
10:29:41 CTIOS1-ctios Trace: [skillgroup.5000.35] QUERY_SKILL_GROUP_STATISTICS_REQ
     [CtiosBaseSkillGroupObject, T_BASE_SKILL_QUERY_SKILL_GROUP_STATISTICS_REQ,
     789001]
10:29:41 CTIOS1-ctios Trace: [skillgroup.5000.38] QUERY_SKILL_GROUP_STATISTICS_CONF
     [CtiosBaseSkillGroupObject, T_BASE_SKILL_QUERY_SKILL_GROUP_STATISTICS_CONF,
     789001]
10:30:03 CTIOS1-ctios Trace: [call.5000.17057099] CALL_DATA_UPDATE_EVENT [CtiosBaseCallObject,
     T_BASE_CALL_CALL_DATA_UPDATE_EVENT, 37001]
10:30:39 CTIOS1-ctios Trace: [agent.5000.5056] AGENT_STATE_EVENT ( eAvailable ) [CtiosBaseAgentObject,
     T_BASE_AGENT_AGENT_STATE_EVENT, 89751]
10:30:49 CTIOS1-ctios Trace: ClientMgr[1]::OnConnectionClosed, Client[0x40754a0][01213]
10:30:56 CTIOS1-ctios Trace: [agent.5000.5012] QUERY_AGENT_STATE_REQ [CtiosBaseAgentObject,
     T_BASE_AGENT_QUERY_AGENT_STATE_REQ, 1501]
10:30:56 CTIOS1-ctios Trace: [agent.5000.5012] QUERY_AGENT_STATE_CONF ( eLogout ) [CtiosBaseAgentObject,
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Thanks!

Is this with the out of the box CTIOS desktop? Any customization?
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mfrp wrote:
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EIM - In Agent console all buttons are disabled and the agent can answer or close email cases

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