We are using the Outbound Option with ICM 6.0, and CCM 4.1.3, campaigns are set to Predictive.
Lately our agents are saying that when they log in using the Outbound CTIOS desktop, the agent state will show 'Reserved' on the first line. Then the call will connect as usual, appearing on the second line of the desktop. The problem is, the 'Reserved' line will not drop off.
Most of the agents say they just click that line and hit disconnect during the call.
All agents are Outbound only.