Genesys Cloud - Main

We implemented CX Cloud in April this year and have auto-answer turned on. However, we've noticed that direct dials or extensions will still pick up automatically if the user is in an Away status. Is this a setting, or a bug?

Hello April, 

The behavior your experiencing sounds unexpected. When an agent is in Away they should not be able to receive any incoming calls this includes ACD and direct dial calls. 

Please open a support case to report this behavior and have the team take a look at what could be causing this behavior. They can escalate through the proper channels if necessary. 

Cheers,