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  • 1.  ACD Voicemail not displaying

    Posted 12-10-2025 15:00
    No replies, thread closed.

    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?


    #Telephony

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    Ken Pittman
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  • 2.  RE: ACD Voicemail not displaying

    Posted 12-10-2025 19:39
    No replies, thread closed.

    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.



    ------------------------------
    Elisson Fernandes
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  • 3.  RE: ACD Voicemail not displaying

    Posted 12-11-2025 00:53
    No replies, thread closed.

    The hide vm toggle does not display the voicemail. I will look into the browser translation. Thanks 



    ------------------------------
    Ken Pittman
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    Original Message


  • 4.  RE: ACD Voicemail not displaying

    Posted 12-11-2025 02:38
    No replies, thread closed.

    Hi Ken,

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



    ------------------------------
    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
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  • 5.  RE: ACD Voicemail not displaying
    Best Answer

    Posted 12-11-2025 16:26
    No replies, thread closed.

    Yes, they have the permission. 

    Issue resolved. 

    Company had updated browser settings and had enabled Pop-up and redirects blocking. 

    Had to add https://apps.mypurecloud.com to the allow list.



    ------------------------------
    Ken Pittman
    ------------------------------

    Original Message


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