Call is not offered on the CTI port and there was no exception while redirecting the call to the CTI port.
Unified CCX receives the call on the Route point and redirects the call to the CTI port to terminate media.
Sometimes, however, we do see issues like the call is not offered on the CTI port or a call with different Impl ID is offered on the CTI port. There have also been scenarios where this happens due to call forward settings on the CTI port
Check for configuration issues.
Collect the necessary traces and escalate to IPCBU JTAPI team
An Example: 638528: Jun 01 16:05:45.457 PDT %MIVR-SS_TEL-7-UNK:Route Connection=[466:PA-5530-Line1/(P1-JTAPI_1)
GCID=(8,193330)->ACTIVE]->OFFERED, reason=1, Event= (P1-JTAPI_1) 193330/8 CallCtlConnOfferedEv 466:PA-5530-Line1 [#29746] Cause:100 CallCtlCause:0
638533: Jun 01 16:05:45.457 PDT %MIVR-SS_TEL-7-UNK:Route Connection: [466:PA-5530-Line1/(P1-JTAPI_1)
GCID=(8,193330)->ACTIVE]->OFFERED, CTI Port selected: TP[id=60,implId=1000063,state=IN_USE]
638535: Jun 01 16:05:45.473 PDT %MIVR-SS_TEL-7-UNK:RP[num=466], conn=[466:PA-5530-Line1/(P1-JTAPI_1)
GCID=(8,193330)->INVALID]->DISCONNECTED, event=(P1-JTAPI_1) 193330/8 CallCtlConnDisconnectedEv 466:PA-5530-Line1 [#29753] Cause:100 CallCtlCause:0
638537: Jun 01 16:05:45.520 PDT %MIVR-SS_TEL-7-UNK:CallID: 1582, MediaID: 3560025/5 CallCtlConnOfferedEv received for CTI Port:1000063, lastRedirectedAddress: 466 -Wrong Impl ID offered at CTI port