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  • 1.  No voicemail through Polycom phones? Really?

    Posted 08-28-2025 18:21
    No replies, thread closed.

    We're in the process of migrating from PureConnect to Cloud CX. It came as a bit of a surprise that we can't listen to ACD voicemail on Polycom devices. I do see that it's technically mentioned in the documentation. It's just one of those things that I wasn't even aware that I needed to check for. I assumed phones would be able to do phone things. We have entire departments that don't have the option of using local audio devices. That puts us in a bit of a bind when it comes to them listening to their voicemail.

    I see there's an idea for this, but it's "not on the roadmap". Has anyone come up with a way to make it happen? I've played around in the developer center enough that I can use an API to fetch the recording that's attached to a voicemail interaction. My thought is to somehow get that recording into a flow that I could send the agent through so I can play the recording for them. I can't figure how they would have any audio controls, but at least they could listen to it. I'm open to better ideas.


    #SIP/VoIP
    #Telephony
    #Unsure/Other

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    Dave Halderman
    Business Analyst
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  • 2.  RE: No voicemail through Polycom phones? Really?

    Posted 08-30-2025 00:12
    No replies, thread closed.

    True on all accounts here - too bad!

    How about using a small bot to transcribe what the person would record and then create a callback using a data action with that text as an attribute that can be shown to the agent in a script when they accept the callback.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: No voicemail through Polycom phones? Really?

    Posted 09-02-2025 19:36
    No replies, thread closed.

    You are talking about using the phones to listen to ACD Voicemails...is that meaning, they cannot be running the client subscribed to a Polycom, get an ACD voicemail (which is really a Callback) and play the audio back over the phone using the client?

    Huh...I don't know that I ever tried that. My phones are packed in the midst of a move so I can't experiment.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 4.  RE: No voicemail through Polycom phones? Really?
    Best Answer

    Posted 09-02-2025 20:29
    No replies, thread closed.

    Correct. It is technically stated on the ACD Voicemail page in the Resource Center. It's just not something I even thought to look for.

    • To listen to the voicemail, on the Playback tab, click Play . The voicemail plays on your computer's default speakers.

    I would expect any interaction that produces audio to use the agent's selected phone as the audio path (like PureConnect did). I did all of my testing with a WebRTC phone, so I never noticed that the voicemail was actually playing over my computer's default speakers (my headset) instead of through my WebRTC phone (also my headset).

    The best I can come up with so far is to use APIs to fetch the media file from the interaction, create a custom user prompt, upload that media file into that user prompt, then send the agent into a flow that plays that prompt to them. I'm only at the point of researching all the pieces of that. I haven't actually put them together yet. There wouldn't be any audio controls besides just replaying the entire prompt, so that's not ideal for any voicemail longer than 10-20 sec.



    ------------------------------
    Dave Halderman
    Business Analyst
    ------------------------------

    Original Message


  • 5.  RE: No voicemail through Polycom phones? Really?

    Posted 09-04-2025 12:35
    No replies, thread closed.

    Well...I voted for the Idea. I used Interaction Center for years, so used to the "old way". I understand why it can't work for Genesys Cloud, but hadn't thought about it before.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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