Why do my calls get sent to voicemail when I am in certain statuses? - Genesys Cloud Resource Center

To prevent interruptions, Genesys Cloud 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, Genesys Cloud 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.

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Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.