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: Away, Break, Busy, Idle, Meal, Meeting, Offline, On Queue, or Training. 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 a presence status:

  1. Click Admin.
  2. Under Telephony, click Global Telephony Settings.
  3. Under Direct-To-Voicemail non-ACD Communicate Call Statuses, select the check box for each presence status that you want to send a call directly to voicemail.
  4. Click Save.