Hello Lorena,
That is working by design. If your status is Busy, Meal, or Out of Office, just to name a few, Genesys Cloud will send all of your incoming calls to voicemail. You can configure other statuses to send incoming calls to voicemail. I would recommend checking out this Resource Center Article to see which status will send the calls to voicemail by default. If you would like to change which statuses will send calls to voicemail by default, this article will show you how.
If there is some functionality that you would like to see within Genesys Cloud, I would recommend submitting your Idea to the Product Ideas Lab.
To Access the Product Ideas Lab and add your idea:
- Sign in to the Genesys Knowledge Network.
- On the Product Ideas Lab section, click Browse and Submit Ideas.
- From the Product Ideas Lab, click Add a Product Idea.
You can also view and vote for existing ideas.
https://help.mypurecloud.com/faq/how-do-i-submit-an-enhancement-request/
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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 01-27-2025 14:06
From: Lorena Flores-Moreno
Subject: Phone Status
When changing my status to vacation; I was of the impression that callers would hear "on vacation", "at lunch" etc. instead it just goes to voicemail. Is this by design
#Telephony
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Lorena Flores-Moreno
Contact Center Vice President
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