At a guess, the source of your call (most likely a SIP/H.323 Trunk originating from your incoming gateway or, iif you have it, CVP) has a Calling Search Space that does not include the Paritition that your LCP port is in, whereas your test phone does have that Partition. Have a look through your dialplan and ensure that all necessary components can call your agent extensions / LCP ports.
Ok so when it doesn't work, exactly where does your call go : is there an IVR involved ? Please show a screenshot of your routing script(s) in Monitoring mode after you made a test call so we can provide some further suggestions on where to check (although I'm still pretty convinced the most likely cause is a CSS issue somewhere).
I thought a issue with CSS/partitions too but did the next test:
I have the next scenario:
* I have LCP (1000) and RCP (2000), with the same configuration. I use CSS in line and device. The line's CSS has the partitions of the route patterns and device's CSS has internals partitions.
* I have a IP Phone (3000)
* The Mobile Agent is logged in LCP (call by call mode or nailed mode).
For call by call mode: If the IPPhone(3000) dials the LCP(1000), the system dials the real agent phone and the call is established without problems.
For nailed mode: When the agent is logged, the system dials the real agent phone. When the IPPhone (3000) dials the LCP (1000) and the agent receive the call, the agent answer and the call is established with problems.
So, I guess that there are not problem with CSS/partition of LCP/RCP.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...