Genesys Cloud - Main

We have queues that take ACD Voicemail during Callbacks.

When the agents answer the Callback the Voicemail audio player flashes on the screen within the webapp for about 1 second then goes away. 

The agent cannot listen to the voicemail since it is not displayed in the app. All other options disply in the Agent Workspace except the ACD Voicemail. I have an open ticket with support incluuding Console and Network logs but I am not getting much traction. Anyone else seen this behavior before?

Hi Ken,

I can think of two possible reasons:

The browser's translator may be enabled, sometimes this causes the Genesys page not to load information correctly.

The agent may have clicked the "Hide voicemail" button.

We have queues that take ACD Voicemail during Callbacks.

When the agents answer the Callback the Voicemail audio player flashes on the screen within the webapp for about 1 second then goes away. 

The agent cannot listen to the voicemail since it is not displayed in the app. All other options disply in the Agent Workspace except the ACD Voicemail. I have an open ticket with support incluuding Console and Network logs but I am not getting much traction. Anyone else seen this behavior before?

We have queues that take ACD Voicemail during Callbacks.

When the agents answer the Callback the Voicemail audio player flashes on the screen within the webapp for about 1 second then goes away. 

The agent cannot listen to the voicemail since it is not displayed in the app. All other options disply in the Agent Workspace except the ACD Voicemail. I have an open ticket with support incluuding Console and Network logs but I am not getting much traction. Anyone else seen this behavior before?

Hi Ken,

do the affected agents have the Voicemail > AcdVoicemail > View permission?

We have queues that take ACD Voicemail during Callbacks.

When the agents answer the Callback the Voicemail audio player flashes on the screen within the webapp for about 1 second then goes away. 

The agent cannot listen to the voicemail since it is not displayed in the app. All other options disply in the Agent Workspace except the ACD Voicemail. I have an open ticket with support incluuding Console and Network logs but I am not getting much traction. Anyone else seen this behavior before?