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first, find a firmware between 8.3.3 and 8.5.2, and install on your phone, then go for firmware version 9.x....if this not works, install a firmware before 8.3.3 (for example: 8.2.2) then install something between 8.3.3 and 8.5.2, then go for version...
i believe this situation is normal,because as you said, your agent are member of multiple CSQs,and once agent logged in Finesse, its shows to him the status of each CSQs which he is member of them..
check if this help? >>mount cucm "iso" recovery on your vm and boot it up(10.5.2.10000-5-recovery.iso)then select "F" to check & fix partitions of cucm..
if you enter this code >> 3491672850*#it will wipe out all data on phone, and show nothing on screen (you think its dead, but its still alive and only his network port is working and waiting for receive firmware..)then you must power up your phone wi...
