With over 300 response groups, and nearly 70% of the agents were not able to receive calls. It appeared to happen for both FORMAL and INFORMAL Groups and so not a sign-in issue. While reviewing services and active calls, one of the Front End was showing "18446740000000000000" active calls for RTCRGS service !!!
Nothing in event logs and surely no agent anonymity. Possibly, it's a bug (SfB 2015 with latest May 2017 CU).
The only workaround seems to be to restart the service. After the restart of RTCRGS, active call sessions returned to normal and agents were able to entertain calls.
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