Does anyone have any idea what might seem to cause CAD to stay in the reserved state longer than normal? I'm talking about 20 seconds plus. However, all calls got through just fine finally. Nothing has recently been changed on the servers as well as on the agents. This has been happening intermittently and only appears to occur to certain agents. It doesn't switch from one agent to another. It seems to always stay with same agents. Never happened before. So I don't believe there is anything to do with the phone config.
Any explanations or suggestions on where I should be looking in order to fix the issue would be greatly appreciated.
You stated this only happens to some agents and it's always the same agents. Are those agents all part of the same CSQ? If so, take a look at this link which may help.
Please let me know if this resolves the issue and if so please rate the post with 5 stars.