The issue here is that the the CSS of the GW or where the call is coming from needs to include all partitions a call will go trough to reach IPCC target. So, to fix your issue assign both private and general partitions in the calling search space of the device originating the call (GW if call comes from outside), make sure the General partition is listed first in the CSS, so it will route the call to the CTI RP first.
Your CTI RPs, and CTI ports (if call is to be possibly queued) CSS has to have access to the private parition in order to reach the device target which is the phone.
Is IPCC configured correctly? Is the phone configured as a device target? Is it associated with pguser? Is the CTI RP configured as a dialed number on IPCC, and it mapped to a calltype? Is the call type scheduled with correct script? Do you see a call coming into the script when you monitor it?
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