Remote Agent Stuck In Talking after Transfer

[Live2 Bicycle]

I went live with 3 separate groups as remote agents.  These agents are still on the company network but their phones are registered to separate call manager cluster then the call center enviroment.

Call center cluster is:

Contact Center Enterprise, IP IVR, Unifed CM, with CTI OS Agent Desktop

Agents Cisco IP Phones are on a separate call manger cluster.

The agents mobile agent numbers are configured on teh call center call manger as an ICT.  

Any suggestions on what to look at or what would cause the behavior?

[Venkatesh Perumal]

If the soft phone shows a call that is no longer physically present, the agent state can be stuck in Talking or Hold and the agent is not be able to log out. This can be due to a software bug in JTAPI or the PIM. In order to clear the condition, first attempt to clear the call from the soft phone if the release button is enabled. If this does not work, attempt to logout the agent. If the logout button does not work, exit, and restart the soft phone. If the condition persists, exit the soft phone, run Task Manager, run kill geodcs.exe and common~1.exe, and restart the soft phone. These processes can continue to run and remember the invalid agent state.

[Live2 Bicycle]

Thanks for the feed back. The issue did turn out to be a software bug with JTAPI and call manager PIM. 

I am still running Unified Call Manager 7.1.5.35900-7 and Contact Center Enterprise 7.5(10).  Lots of defects.