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Custom CTIOS Client - Manual answer setup issue in production env

We have developed in-house CTIOS client application in Java applet. We have below issue in production environment and we are unable to find out the root cause what is causing this problem. Could you please provide let me know if you have thoughts around this?

All the agents are configured in Manual answer mode in CTIOS server in production. But the custom CTIOS client auto answers the call even though agent setup for manual answer. At the same time out of the box CISCO provided CTIOS client application still works in manual answer. We are not sure what is the issue here.

To understand the issue, we have got test environment similar to production and tried with one manual answer enabled agent. Here custom client application works as manual answer enabled as contrast to production behavior. In test environment, custom client application and cisco provided CTIOS client work as similar but not in production. We suspected that the agents configured incorrectly in production, but cisco support team denies it. 

Could you please provide your suggestions - what can go wrong with respect to manual answer in production environment?



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