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  • 1.  User Status set to Away still rings for both the agent and customer when leaving a voice mail

    Posted 07-22-2019 17:53

    We believe we have identified a bug when leaving a voicemail for an agent or calling an agent directly in PureCloud. When an agent has their colored user status set to Away and is still logged into PureCloud, and a call is made to them (whether in PureCloud by another agent through the calls slideout or through an extension dial option), the caller will hear two rings and the agent will be alerted/hear ringing as well. 

    It seems that the Away status should create the same behavior as Break, Meal, or Training would. Has anyone else noticed this or know if a fix might be coming soon for this?


    #Omni-ChannelDesktop/UserInterface

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    Monica Michaud
    Koch Business Solutions
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  • 2.  RE: User Status set to Away still rings for both the agent and customer when leaving a voice mail

    GENESYS
    Posted 07-23-2019 09:13
    That is a feature of the Away status. It is not like the others.

    https://help.mypurecloud.com/articles/presence-status-and-activity-indicators/

    Away, yellow Presence Away You are away from your computer. You can set your presence to Away manually. If you use the Desktop app, PureCloud also changes your status to Away when your computer screen locks or changes to a screensaver. 
    Note: If you manually change your status to Away, PureCloud allows you the opportunity to answer calls before they route to voicemail. However, if, due to inactivity, PureCloud automatically changes your status to Away (Idle), it also sends calls directly to voicemail. 


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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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  • 3.  RE: User Status set to Away still rings for both the agent and customer when leaving a voice mail

    Posted 07-24-2019 17:17
    Thank you for clarifying George! This information is helpful!

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    Monica Michaud
    Koch Business Solutions
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