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<p class="MsoNormal">FYI-For anyone planning to upgrade to UCCX 12.5.1SU2ES04 be aware of newly created Bug CSCwe21416. It causes agents who have selected a Not Ready state to be automatically put back in to a Ready state if they receive a direct call and answer
it or not. The workaround is for Agents to Log out of Finesse instead of go Not Ready. Causing headaches with Agent Tracking, RNA, Incentives, etc. The fix is supposed to be in SU3 being released early March.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Jason<o:p></o:p></p>
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