Dear Indra,
Are you able to tell the status of the agent when you are having difficulty? Are they in a ready mode? There must be a softphone or hardphone that reports the agent's current state. Testing calls directly to / from an agent without including SAP is a first step in troubleshooting. It may be that SAP is setting the agent to a "Not Ready" workmode, preventing calls from getting to the agent.
In general the application shouldn't prevent calls from being delivered to the agent.
Have you reached out to Genesys? They should be able to provide troubleshooting assistance as well.
Regards,
Tony
Anthony X. Uliano
Founder/CTO
AMC Technology, LLC