Open and play a voicemail

Prerequisites
  • Voicemail > Voicemail > Receive permission
  • Conversation > Call > Add permission

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 minute 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 voicemail from your inbox

    1. Access your voicemail box.
    2. Click the voicemail that you want to play. 
      Note: The Group icon indicates that messages are group messages.
    3. Click Play . The voicemail plays on your default speakers. 
    Note: To download a message, click Download .