i had same issue and i solved it now, it seemed to be a routing issue to the agent extension. in my case the dialled number pattern that covers the affected agent extension was pointing to the Gateway instead of the CUCM, so changing the static route in CVP for this dialled number was enough to solve the problem. finally, the points below are relevant to follow: 1. Check the extension range added in ICM agent traget rule 2. Check CVP Dialed Number Pattern for those extension numbers to cucm 3. if you have cusp - check Route Tables for extension to cucm good luck !
... View more