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.