When you go and look in the debug file, you see this line indicating that the resolve failed:
frmAddNewAgent: m_UserManager_UserResolvedFailed() User: Andrew Brousseau/US/Instant
Again, this happens with anyone you try to add.
Solution: The issue here is that directory assistance is enabled on the Sametime server that the QueueBot is logging into. Or the directory assistance is setup incorrectly. The way we fix this is to go into the Server Configuration document and make the field which asks for a directory assistance database blank (thus turning off directory assistance).
The screenshot below shows where the directory assistance database is defined.
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