Genesys Cloud enables administrators to configure voicemail notifications through organizational settings. To implement this feature, users require Directory > Organization > Admin permissions and all Telephony > Plugin permissions. Administrators access the voicemail notification settings by navigating to Menu > Account > Organization Settings, then selecting the Settings tab. Under Security & Compliance, the "Communicate Voicemail Notifications" toggle controls email notification functionality organization-wide. When enabled, Genesys Cloud automatically sends email notifications to users upon receiving voicemails. When disabled, users retain access to voicemails within their voicemail box in Genesys Cloud but do not receive email alerts. The configuration also includes optional settings for "Allow PII in Email Notifications" and "Voicemail Transcription," which administrators can enable or disable according to organizational requirements. Changes are applied by clicking Save. Users can still access and listen to voicemails directly within the platform regardless of email notification settings.
The following permissions:
Directory > Organization > Admin
All permission under: Telephony > Plugin
Set Genesys Cloud to send an email notification when a user receives a voicemail.
Under Account Settings, click Organization Settings.
Click Menu > Account > Organization Settings.
Click the Settings tab.
Under Security & Compliance, turn theCommunicateVoicemail Notifications toggle switch on or off:
ON — Enables email notifications for voicemail across the organization. Genesys Cloud sends users an email when they receive a voicemail.
OFF — Disables email notifications for voicemail across the organization. Users can still view and listen to their voicemails in their voicemail box in Genesys Cloud.