FAQ: Why do my calls get sent to voicemail when I am in certain statuses?


To prevent interruptions, PureCloud sends your calls to voicemail if you are in any of the following statuses: Busy, Break, Meal, Meeting, Training, Out of Office, or Offline. If you are an agent, On Queue, and completing a voice interaction, PureCloud can also send incoming non-interaction calls straight to voicemail, depending on how your administrator has configured agent utilization. For more information about statuses and their effects, see Presence, status and activity indicators or Agent presence, status, and activity indicators.