Hi,
In ucce this generally means that your agent got reserved but the call never reached the agent's phone.
So logically thinking ICM should be working just fine (since the agent got reserved) so you need to check what happens after the router returns a label to the routing client. Where does the call go ? The point of failure is somewhere down that path from the routing client to the ACD.
You don't mention your setup so I cannot help you further.
Regards,
Christos
