Had user provide me logs from his Agent Desktop and noticed the following error in the log file
2012-10-10 13:27:07:407 INFO PD4002 error from consult call ICDJtapiCallControlChannel (consult); nested exception is:
com.cisco.jtapi.PlatformExceptionImpl: Handle is unknown to the system 2012-10-10 13:27:07:407 INFO PD4002 error from consult call ICDJtapiCallControlChannel (consult); nested exception is:
com.cisco.jtapi.PlatformExceptionImpl: Handle is unknown to the system
Tried numerous things like CAD reload, did not fix. Finally I decided to remove the phone device from the Application User - uccxrmcm. Then I reset the phone device. Then I added the device back to the Apllication User. It worked. Not entirely sure why but this seemed to be where the phone may intereact with JTAPI which appeared to be the problem. It was an isolated issue, not affecting everyone.