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  • 1.  Not getting VM notification if VM is sent to queue

    Posted 10-20-2025 08:15

    We have noticed that if a VM is left for a queue and sent to a group, the notification icon will not show on the inbox until AFTER actually going into the inbox first. Once you click inbox, then the unread notification will show.

    If VM left for individual, it works fine. Only seems to affect groups VMs. 

    With this happening, users are unaware that a VM was left for their group unless they actually go in and check the inbox.



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    Jeff Geren
    Project Manager
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  • 2.  RE: Not getting VM notification if VM is sent to queue

    Posted 10-21-2025 00:22

    We are having the same issue with voicemails in our hunt groups. VMs does not show until you actually go to the inbox. We receive emails about the VMs but unless you pick it up from email or go to inbox in GCloud, there is no indication that there is a VM waiting.



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    Abby Nobs
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    Original Message


  • 3.  RE: Not getting VM notification if VM is sent to queue

    Posted 10-21-2025 15:59

    We have the same issue!



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    Caleb McCoy
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    Original Message


  • 4.  RE: Not getting VM notification if VM is sent to queue

    Posted 10-22-2025 09:21

    Hi everyone,

    We validated this same behavior within one of our orgs and can confirm the reports shared earlier in this thread.

    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.

    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



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    Tony Freestone
    Contact Center Applications Manager
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    Original Message


  • 5.  RE: Not getting VM notification if VM is sent to queue

    Posted 13 days ago

    Has anyone received an ETA? We just opened our ticket today for the same issue and referenced your case number.



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    WendySachen
    Sr. System Administrator
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    Original Message


  • 6.  RE: Not getting VM notification if VM is sent to queue

    Posted 13 days ago

    We noticed the same issue for personal user VMs and opened a support case as well. The issue was acknowledged as a known bug not no ETA provided for resolution. 



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    Christine Serapiglia

    javascript:AddSignatureVariable('Amica Mutual Insurance Co.');
    javascript:AddSignatureVariable('Senior Voice Analyst');
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    Original Message


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