Genesys Cloud - Main

Hey Patrick,

I'm not seeing anything like that reported internally. I would recommend logging out and back in to see if that helps force a refresh. If not, you may need to open a case with Product Support to investigate this issue further. If you do, please share the Case Number so that I can help monitor the issue internally.

Patrick - What region is your org in?  We're in US West.  Interesting thing is I was told by our support partner that they are able to replicate the issue in West, but it works properly in East.  Looks like a bug, but may not be present in all regions.

Hi everyone,

We validated this same behavior within one of our orgs and can confirm the reports shared earlier in this thread and another similarly titled - Not getting VM notification if VM is sent to queue | Genesys Cloud - UI New Features

When a voicemail is left for a group, no visual notification appears on the Inbox icon in the New UI until the user manually opens the Inbox. Refreshing the page does not help. However, switching back to the Legacy UI immediately shows the correct unread badge. When switching again to the New UI, the badge disappears until the Inbox is opened, at which point a brief refresh animation occurs and the voicemails appear.

We've opened Genesys Care Case #0003892203 to track this issue for confirmation of whether it's a known defect in the New UI and to request an ETA for resolution or possible workaround. It turns out is now a known bug that dev is working to fix. 

As of today, this was the latest reply to my case - "Good day, I checked our case with development team and they advised that changes are ready for development but there is no ETA posted yet. I will keep you posted once they provide new information with the ETA of the fix."

This behavior is causing operational concern for our shared voicemail workflows, so any official update from @Genesys Care would be greatly appreciated.

Thanks!

Tony Freestone
Senior Manager, Voice Services Integration

Thanks Tony, appreciate the update.  I also have Genesys Care Case #0003910909 open for this issue.

Curious, how are you able to switch back to the legacy UI?

Hi everyone,

We validated this same behavior within one of our orgs and can confirm the reports shared earlier in this thread and another similarly titled - Not getting VM notification if VM is sent to queue | Genesys Cloud - UI New Features

When a voicemail is left for a group, no visual notification appears on the Inbox icon in the New UI until the user manually opens the Inbox. Refreshing the page does not help. However, switching back to the Legacy UI immediately shows the correct unread badge. When switching again to the New UI, the badge disappears until the Inbox is opened, at which point a brief refresh animation occurs and the voicemails appear.

We've opened Genesys Care Case #0003892203 to track this issue for confirmation of whether it's a known defect in the New UI and to request an ETA for resolution or possible workaround. It turns out is now a known bug that dev is working to fix. 

As of today, this was the latest reply to my case - "Good day, I checked our case with development team and they advised that changes are ready for development but there is no ETA posted yet. I will keep you posted once they provide new information with the ETA of the fix."

This behavior is causing operational concern for our shared voicemail workflows, so any official update from @Genesys Care would be greatly appreciated.

Thanks!

Tony Freestone
Senior Manager, Voice Services Integration