Transfer Button Grayed Out in IP Communicator Intermittently

[Joel Jackson]

Running CUCM 10.5.2 and IP Communicator 8.6.6 and have had an agent report that intermittently when transferring calls from UCCX the transfer button is grayed out. Any advice on what I should take a look at in troubleshooting? Her extension has max calls/busy trigger set to 4/1. 

[Jaime Valencia]

What is the call flow?

[Joel Jackson]

Call comes in from our carrier (sip trunk) and translates to a trigger in CUCM

The call is then sent to our main menu application in UCCX based on the CTI RP that matches

The call hits some ACD logic in the script eventually and is queued for an agent to handle the call

Once available, the call is present to an agent who is able to manage the call with Finesse and IP Communicator

They then attempt to do a normal transfer and the button is grayed out.

[Jaime Valencia]

That is many times due to the need of an MTP, try to enable MTP on the SIP trunk and try the same call flow