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.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...