Genesys Cloud routes ACD voicemail interactions to agents through configured call flows, enabling callers to leave messages during closed or busy queues with extended wait times rather than waiting for agent connection. Agents access voicemails via the Agent Workspace Active Interactions list and require Voicemail > AcdVoicemail > View permission along with appropriate audio equipment such as headphones or speakers. The platform provides AI-generated transcriptions alongside audio recordings to facilitate efficient message review. Key capabilities include adjustable playback controls for volume and speed modification, the ability to view and update callback numbers, and direct resolution options for simple requests without requiring callbacks. Agents can customize playback settings and streamline callback processes through the Update callback number function, which allows modification if callers indicate preference for alternative contact numbers. The standard workflow involves accepting the interaction, reviewing audio and transcription content, updating callback information when necessary, initiating return calls via the Begin Call function, completing after-contact work (ACW) call conclusion, and finalizing the interaction using the Done option. Voicemails are automatically routed to available agents on specified queues after recording completion, with caller phone numbers captured when configured in the ACD call flow. Additional permissions support deletion, streaming, and downloading of voicemails. The system also enables related capabilities including agent voicemail transcriptions, voicemail notifications, transfer of non-ACD calls directly to user voicemail, blind transfers, consultation transfers in embedded clients, and ACD transfer actions for managing interactions across the system. Related resources include documentation on agent interactions, call transfers, voicemail responses, transcription enablement, and notification configuration