FAQs: Voicemail

If a user is no longer with the company or unable to access their account due to circumstances such as termination, incapacitation, or technical issues, their voicemails can still be accessed and forwarded. Authorized administrators or users with the necessary permissions can use the API to forward voicemails from inactive or disabled user accounts. For more information, see: Using API Explorer.

To forward voicemails from an inactive or disabled user account, use Genesys Cloud’s API. Follow these steps:

1. Retrieve Voicemail Information: To retrieve the voicemail information, including the message ID(s) you want to forward, use the API endpoint [GET /api/v2/voicemail/users/{userId}/messages](https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-voicemail-users–userId–messages).
   
   
2. Forward Voicemail: Use the API endpoint [POST /api/v2/voicemail/messages](https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-voicemail-messages) with the message ID(s) and the user ID that you want to forward the voicemail to.

This process ensures that critical voicemails are not lost or inaccessible due to user account inactivity or disablement. It’s particularly useful for organizations with strict security measures, such as single sign-on (SSO) or compliance requirements, that prevent inactive users from accessing their accounts.

Security considerations

Ensure that you have the necessary permissions and follow your organization’s security protocols when accessing and forwarding voicemails from inactive or disabled user accounts.

By following these steps, you can ensure that important voicemails are not lost and can be forwarded to the relevant parties, even if the original user is no longer able to access their account.

You can find the interaction Voicemail Analytics in the Interactions view.

Note: Under the Available columns section, you can view the list of available column names and their descriptions. If you cannot find a column in the table, in the search bar, enter the name of the column to view its name and description.

For example, under the Available columns section, in the Interactions section’s search bar, search Voicemail to view the Voicemail column and its description. Under the Available columns section, in the Metrics section’s search bar, search Total Voicemail to view the Total Voicemail column and its description.

Your voicemail notifications use the language preferences that you set for Genesys Cloud. For more information, see the Change your language selection section in Change web app preferences, Change Mac desktop app preferences, or Change Windows desktop app preferences.

For various reasons, some organizations must remove voicemail functionality from certain users. To deactivate voicemail for a specific user, remove the Voicemail > Voicemail > Receive permission from the user’s role. For more information, see Edit a role.

No. However, if you use the telephony user interface (TUI) and receive an unable to retrieve voicemail messages error, you can do either of the following:

• Try again later.
• Access your messages from the web or desktop app.

Yes, you can configure the Architect voicemail flow to allow an inbound caller to opt out of directing to a Genesys Cloud user’s voicemail and routing to a queue instead. For more information, see Configure a voicemail flow to allow a caller to opt out of voicemail. You can also replace the system greeting with blank audio. For more information, see Replace the built-in voicemail system greeting with blank audio.

The above articles include separate templates for each process. However, this template includes both configuration options:

• Opt out of voicemail and replace system greeting with blank audio example

Yes, to some extent. To imitate many features of follow me behavior, use Genesys Cloud call forwarding to specify a series of phone numbers to forward your calls to. This article describes the two ways that you can use to configure the numbers and the order for Genesys Cloud to forward your calls to follow you.

A badge, or visual alert, on an icon, such as Calls, Chat, Inbox, and others means that a new item is waiting.

To prevent interruptions, Genesys Cloud sends your calls to voicemail if you are in any of the following statuses: Busy, Break, Meal, Meeting, Training, Out of Office, or Offline. If you are an agent, On Queue, and completing a voice interaction, Genesys Cloud can also send incoming non-interaction calls straight to voicemail, depending on how your administrator has configured agent utilization. For more information about statuses and their effects, see Presence, status and activity indicators or Agent presence, status, and activity indicators.

Note: The following Genesys Cloud features currently require additional permissions settings to view:

• Contact center features—The agent role is required to view agent contact center features, and the supervisor role is required to view the Queue and Agent dashboards and to view reports.
• Voicemail tab—The Unified Communications permission is required to view the voicemail tab. Follow these steps to add this permission:
  • Click Admin > People and Permissions.
  • Click Roles/Permissions.
  • Click Edit Role.
  • Click the Permissions tab.
  • Click All Permissions.
  • Check General > Unified Communications.

For more about permissions, see About People and Permissions and Products, roles, and permissions list.