Define which presence statuses send a Communicate call to voicemail

Prerequisites 
  • Presence > Presence Definition > All permission

Users with the appropriate permissions can configure Genesys Cloud to automatically forward a Communicate call directly to voicemail if a user is in one of the following Primary Presence states: Offline, Busy, Away, Break, Meal, Meeting, Training, or On Queue. Secondary presence values inherit the setting of their primary presence parent.

Notes:
  • Sending Communicate calls directly to voicemail skips Call Forwarding Rules.
  • Configuring the offline primary presence value to send a user’s Communicate calls directly to voicemail prevents that Genesys Cloud user from receiving calls on the Communicate mobile app.
  • When configuring Send Communicate Calls Direct to Voicemail, if you select the On Queue option, you need to be aware that ACD voice transfers to a Genesys Cloud user will go directly to voicemail. The Genesys Cloud user targeted in the voice transfer will not be alerted.
    • If you perform ACD voice transfers directly to another Genesys Cloud user, Genesys does not recommend using this feature if this is your primary use case.
    • If you perform ACD voice transfers to a Queue, then the on queue user receiving the transfer is alerted of the transferred call.

To configure the Presence selection feature:

  1. Click Admin.
  2. Under Telephony, click Global Telephony Settings.
  3. Under Send Communicate Calls Direct to Voicemail, select the check box for each presence status you want to configure.
  4. Click Save.