About Global Telephony settings

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. 

• Configure a group phone number

When the Presence selection feature is configured, any agent whose primary presence status is set to Busy, Away, Break, Meal, Meeting, Training, or On Queue, will have any incoming calls directed straight to voicemail.

• Define which presence statuses send a Communicate call to voicemail