Genesys Cloud - Main

Anyone faced such kind of issue?

Randomly playing voicemail for the agent while doing other tasks.

Hello Ajay, 

While there isn't a specific known issue documented about voicemails randomly auto-playing, this could be related to a few different scenarios:

Browser Behavior: Voicemail playback controls appear differently depending on the browser being used (Chrome, Firefox, etc.), and browser autoplay settings could potentially trigger unexpected playback behavior.

Voicemail Forwarding Configuration: Agents may be receiving unexpected voicemails based on how voicemail forwarding is configured for different presence states. If voicemail forwarding is enabled for states like Offline, Busy, Away, Break, Meal, Meeting, Training, or On Queue, this could result in unexpected voicemail delivery.

Recommended Actions:

To review and adjust voicemail forwarding settings:

Navigate to Menu > Digital and Telephony > Telephony > Global Telephony Settings
Review the presence states configured under Direct-To-Voicemail non-ACD Communicate Call Statuses
Adjust as needed and select Save

Hope this helps