This type of problem can be caused by several things:
1) The incorporation of a delay step is typically only useful when something else is handling calls before IPCC - e.g. you are routing through a Unity call handler, or have some other issue causing strange call setups.
2) Agents using unsupported features (this is very common) - for example, using 'Join' or 'DirTrFr', or potentially any other unsupported feature. The unsupported features are listed in the Release Notes for your version of CCX. This can be difficult to track down, so the best approach is to ensure that:
- No agent lines are configure with pickup groups
- All agent phones/UDPs have softkey sets assigned with the unsupported keys removed
- All agents have 2/1 max calls/busy trigger settings
3) JTAPI-related bugs in either CCM or UCCX.
Typically it's 2) that is the problem.
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