Genesys Cloud - Main

Hi all. I have a customer that has a press 0 to leave a message option from their open day call flow and they get quite a few messages in that box regularly. People responsible for checking the mailbox receive an email and them must login to Purecloud as the direct voicemail user in order to access messages unfortunately. That is the only procedure available right now. Well they are having an issue where some users can login as the voicemail direct user and they can view and retrieve messages normally. Other users login and see no messages at all even though there are dozens of messages in the mailbox. They have tried various browsers,rebooting the pc etc. Has anyone experienced this and if so what is the fix? I was wondering if installing the desktop app and keeping it logged in as the voicemail direct user might be a good solution.

Since Friday there has been an issue with viewing voicemails at all.  It seems I can still see them in the mobile app, but not in the browser or desktop app.

As far as receptionist users checking the general voicemail, that's exactly what we do.  We use the desktop app, and have the receptionist log into the voicemail user account in Chrome, but would definitely work the other way around.

Thanks for the input Cathy. I installed the Android app and I couldn't see any archived messages but I am seeing new messages come in. The same is true of my Chrome browser session. I am wondering if the issue is global.

It is.  I received an incident email notice from them about it about an hour ago.  You can sign up for alerts at http://status.mypurecloud.com/.

...and I just got an incident notice saying this has been resolved.  I refreshed PureCloud and can now see voicemails again.