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
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...