Hello Leon,
there should not be any error messages in the ICI trace - this usually means that at some point the CRM and BCM goes out of sync - so I would check that first.
Several hints:
* Try to switch off unnecessary features in the Integrations VU - for example, if you have enabled Multisession on BCM side and not configured in your CCMS profile on CRM side, this can cause problems. CRM in some cases reacts this way when BCM offers more features than CRM can consume.
* Also check in ICI trace, whether you get Chat channel in attributes:
*... and this channel is set by CRM to receive:
*... The <subscribe> then subscribe to the very queues etc.
From your history it seems that CRM did change the <workmode> and then changed it back - try to check the timestamps of sequenced <setCurrentWorkmode>, whether they are close to each other.
Basicaly, I believe the workmode change works as ilustrated (simplified, of course):
Setting external breakpoint in methodCL_MCM_EVENT_DISPATCHER->SEND_TO_CLIENT could indicate the root cause.
I believe the root cause is rather simple, in customizing vs VU integration configuration. Try to first eliminate all error messages from the ICI trace.
Just for curiosity - you can accept phone calls without any problems?
Hope this helps a bit.
Regards,
Dawood.