- 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.
* In this feature, Idle pertains to the primary presence value a user is set to when their machine is locked or goes to sleep due to inactivity.
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:
- Click Menu > Digital and Telephony > Telephony > Global Telephony Settings.
- 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.
- Click Save.