About Global Telephony settings
Configure telephony settings that affect all Genesys Cloud users in your organization.
Direct-To-Voicemail non-ACD Communicate Call Statuses
When this feature is configured, any agent whose primary presence status is set to Away, Break, Busy, Idle, Meal, Meeting, Offline, On Queue, or Training, will have any incoming calls directed straight to voicemail.
Require Confirmation
By default, when Group Ring is configured for remote phones, a Genesys technology called Call Analysis determines whether a live person answers the remote phone or something else, such as voicemail answers. In some situations, a remote agent’s default greeting is incorrectly identified as an answering machine. If you encounter this, you can bypass Call Analysis by enabling the Require Confirmation – When group ring dials remote stations setting.
Persistent connection management
To prevent delays in answering calls while Genesys Cloud sets up a persistent connection, admins can configure Genesys Cloud to automatically establish a persistent connection before agents can accept calls.
