We have a new call centre running IPCC Express. There are 12 agent in total. One agent will be staying in "reserved" status forever once the incoming call is being routed to her. She is not able to take the call as all icons are greyed out.And the incoming call just stuck in the queue.
We did lots of test, eventually we found the problem looks like is related this user domain account. The problem always happenning on the PC she logged in. The system administrator told me that the only difference of this user is that she is using roaming profile because she used to work at another office.
Administrator has recreated the roaming profile, I will test it again tomorrow.
Have you met the similar issue before? Thanks,