Open and play a voicemail

AI-generated summary

Genesys Cloud allows users to open and play voicemail messages through email notifications or directly from their inbox. Users receive email notifications containing attached .wav files when new voicemails arrive, with optional AI-generated transcriptions if enabled by administrators. Voicemails can be accessed by opening email attachments or by selecting messages in the Genesys Cloud inbox and clicking Play to listen on default speakers. Messages can also be downloaded from the inbox. Access requires specific permissions including Voicemail > Voicemail > Receive, Stream, Delete, and Download for individual voicemails, and corresponding Group Voicemail permissions for group messages. Transcriptions process in the user's selected language but may require several minutes for longer messages. For HIPAA-enabled organizations, email notifications exclude personally identifiable information and do not include transcriptions to maintain compliance. Voicemail recordings exceeding 10 MB are not attached to email notifications; users receive a notification to access the message directly in their inbox instead.

Feature coming soon. Support for the control download access for voicemail recordings functionality is temporarily disabled. Please check for updated availability information.

PrerequisitesClick to expand

The following permissions:

To enable voicemail: Voicemail > Voicemail > Receive
To enable calls: Conversation > Call > Add
To enable the ability to listen to a voicemail: Voicemail > Voicemail > Stream
To enable the ability to delete a voicemail: Voicemail > Voicemail > Delete
To enable the ability to download a voicemail: Voicemail > Voicemail > Download
To enable the ability to listen to a group voicemail: Voicemail > Group Voicemail > Stream
To enable the ability to delete a group voicemail: Voicemail > Group Voicemail > Delete

Open voicemail from an email notification

Genesys Cloud sends you an email notification when you receive a voicemail. To listen to the voicemail, open the .wav file that is attached to the email notification.

Notes:

If your administrator enables voicemail transcriptions for your organization, your notification includes a transcript of the voicemail content.
- You receive transcriptions in the language that you selected for Genesys Cloud. For more information, see User settings.
- Depending on the length of the voicemail, a transcription can take a few minutes to process.
If your administrator enables voicemail notifications for your HIPAA-enabled organization, you receive email notifications of new voicemail messages.
- Voicemail notifications for HIPAA-enabled orgs do not contain personally identifiable information (PII).
- Because email transcriptions can include PII, Genesys Cloud does not provide transcriptions in voicemail notifications for HIPAA-enabled organizations.
The .wav files for longer voicemail messages can exceed 10 MB. If a voicemail message causes the email notification to exceed 10 MB, Genesys Cloud does not attach the recording. Instead, you receive a message that the attachment is too large. You can listen to the voicemail in your inbox.

Open a voicemail from your inbox

Access your voicemail box.
Click the voicemail that you want to play.
Note: The Group icon indicates that messages are group messages.
Click Play . The voicemail plays on your default speakers.

Note: To download a message, click Download .

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