I agree on the fact that call can come as DID call or an extension call, no questions on that.but ICM will send the call to agent when it sees that on PG agent is available and i have seen scenarios where agent status is stuck in Ready on PG ( wherea...

If all settings like Busy trigger, direct calling etc are good, you may need to do a Agent PG reset to resolve this.This happens sometimes when the PG does not get updated with the latest status of Agents.

Hi Lee, You can have only one default alias in a department and the replies are sent out from that Alias only. and for auto-reply you can select various articles created in the KB to be sent. So I don't think there is a way in the same department to...

And you did phone reset.whats your CUCM and phone model \ firmware info. Also can you check the below link :-http://www.gossamer-threads.com/lists/cisco/voip/158187 

Hi Sudeep, Goto "call routing" > "class of control" > "partition"select the partition which is associated to the Device profile ( roaming profile )change the Timezone in this partition and apply config.It will fix your problem.