If you search the forum for Stuck reserved you will find a lot of threads on it, most typical one is CSS/PT misconfiguration on CUCM side, ICM PG configuration issue, or missing routes on CVP/Proxy.
If the agent is struck in reserve state, it means that ICM has reserved the agent to transfer the call but unfortunately the call did not land in the agent extension. Please do check for the SIP trunk running between the CVP and CCM, also check for the CSS and PT from CCM
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