if its happening just for one user then i would suggest you to rule out the possibility of any unsupported configuration:
Unsupported Configurations for Agent Phones
The following configurations are not supported for agent phones:
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Two lines on an agent phone that have the same extension but exist in different partitions.
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Unified CCX extension that is assigned to multiple devices.
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Configuring the same Unified CCX extension in more than one device profile, or configuring the same Unified CCX extension in any combination of device profiles and devices. (Configuring a Unified CCX extension in a single device profile is supported.
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In the Unified Communications Manager Administration Directory Number Configuration web page for each Unified CCX line, setting Maximum Number of Calls to a value other than 2.
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In the Unified Communications Manager Administration Directory Number Configuration web page for each Unified CCX line, setting Busy Trigger to a value other than 1.
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Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol (SRTP) for use in silent monitoring and recording.
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No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension of an agent.
The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX route point. Configuring the Unified Communications Manager Intercom feature.
Configuring the Hold Reversion feature.
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Agent extensions cannot be added to hunt lists or hunt groups. If an agent has only one line, then the agent phone cannot be part of a hunt list or hunt group. In the case of multiple lines, none of the lines on the first four lines monitored by the UCCX must be part of the hunt group.
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Thanks,
Aseem Anand
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