Hello, I am facing the same issue on UCCE 10.5(2) with CAD:
“Agent goes on reserved mode, this usually happens when a call comes in, sometime we don't hear the call, sometimes it rings once, sometimes it rings twice, Sometimes it happens as soon as you pick up the call and you think they hung up as it ends up being either a dial tone, or it just appears like they hung up as you see no active phone call, or even one showing as missed. It happens randomly, and without warning, and it can happen to any agent'.
Can anyone suggest here please.
