UCCX Agent wrap-up / reason codes not working

[FONEGUY]

We are using CUCM 9.1.2 , UCCX 9.0.2 . Several agents are able to use the wrap up , reason codes on their phone , several are not presented with the wrap up code option on the phone display . The agents are logging in on their phones , not using CAD .
Doing a stare and compare , all phones , agents and profiles appear to be setup the same , all use 7945 model phones , but for some reason , a few of the agents can’t use the wrap-up / reason code options .
Can anyone suggest a reason the wrap-up / reason codes are not available on some of the phones ?
Thanks in advance for any suggestions !

 

[ethereal112]

I would look at the workflow group under Desktop Administrator.

 

[FONEGUY]

I have checked the workflow group , even tried to change the group on these agents . I have discovered that the phones that can't code calls are on hardware release 11 all of the other phones are Hardware release 13 . I am opening a TAC case with Cisco to see if this could be the root cause . I have spent hours comparing even parameter of working / non working phones , agents , etc. , so far the hardware release is the only difference that we can see .