Genesys Cloud - Main

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.

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.

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.

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.

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.

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.

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.