still no luck after applying all the patches. this is what i have observed in the bcm monitor during there is an incoming call
on the first caller
CP is set to two rings. during those two rings in the bcm monitor user is 2165-SDesk. 2165 being the number of the Pub Rcvd # of the target line and the SDesk is the name of he target line.
when the actual call is being presented (after the 2 rings) still user is 2165-SDesk. call is being routed here without problems. when the MOH starts to play user in bcm monitor is now 2020-2020 which is the CDN. all is fine until the last routing step
on the second caller, during the 2 rings, still the 2165-SDesk. but after that on the actual call, user is now 2020-2020, which is different from the first time which is 2165-SDesk. this is where the agents' phone are not ringing but the caller hears the rings. after a while the MOH will still play until to the end of the routing steps. but no ring on the agents phones.
another thing, if the caller hangs up when an agents phone is ringing, the agents phone will still continue to ring but if he lifts the phone, he will just hear a busy tone. if there is a second call, the last agents phone will ring.
im running out on options here. need help badly