Push them hard on this or HUCA. I remember countless times during IRROPS where I saw J1 on EF (in real time, not via email alert) and the agent said "no, I don't see availability. It's all sold out." I found they are often looking at the wrong date, wrong flight, wrong airport, etc. Sometimes they are searching LGA instead of JFK, or vice-versa, they are searching your return flight instead of your outbound, etc. Once you clarify the specifics, they finally see it. If you see real-time availability on EF and your agent is not processing the award or ticket, I'd recommend calling back with another agent.