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  • 1.  Voicemail all of a sudden not working

    Posted 09-25-2018 10:09
    No replies, thread closed.
    Has anyone ran into the issue where voicemail is not configurable or just not working for users that have the appropriate permissions? We ran into this on Thursday with our LDM customers. Messages such as voicemail is not configured for this person, or not available. New users not able to set up their voicemail. When being transferred to a users VM if they are on the other line it just disconnects the second caller and no VM is presented. 

    Curious if others have seen this and what the fix was if applicable.

    ------------------------------
    Angelia Harper
    Avtex
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  • 2.  RE: Voicemail all of a sudden not working

    Posted 09-25-2018 10:58
    No replies, thread closed.
    Hi Angelia,

    May we know if there is an assigned Communicate - User role for this agent?

    VM
    How many new users are affected? 

    You may also want to check this link about PureCloud Voicemail.

    Also, this kind of issue are supported by our customer care team, have you raised this concern to them?

    Best Regards,

    ------------------------------
    Jo Malabag
    Global Digital Team, Customer Success
    ------------------------------



  • 3.  RE: Voicemail all of a sudden not working

    Posted 09-25-2018 11:00
    No replies, thread closed.
    We have this issue also on our end for several orgs.  We did open tickets.

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    Eric Dauphinais
    Quovim C3
    ------------------------------

    Original Message


  • 4.  RE: Voicemail all of a sudden not working

    Posted 09-25-2018 11:19
    No replies, thread closed.
    @Eric Dauphinais are your orgs LDM, or are some Voice? We have not had any reports in Voice as of yet. ​

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 5.  RE: Voicemail all of a sudden not working

    Posted 09-25-2018 11:52
    No replies, thread closed.
    The orgs affected are on PureCloud voice.

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    Eric Dauphinais
    Quovim C3
    ------------------------------

    Original Message


  • 6.  RE: Voicemail all of a sudden not working

    Posted 09-25-2018 11:16
    No replies, thread closed.
    Hi @Jo Malabag, Yes, the role is assigned, and has been, and has been toggled. It does not affect all users, which is strange, and Support is aware of all the cases. It is not ALL of our LDM customers either, but a few. It is very strange. ​

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 7.  RE: Voicemail all of a sudden not working

    Posted 09-25-2018 19:08
    No replies, thread closed.
    Agree, there is certainly something that has changed. I have noticed that the voicemail enabled option in the profile page is no longer existing. I also am noticing that assigning DDi to a user is taking 24 hours to provision. 
    All my users with VM have had to be re-assigned the communicate permission to enable voicemail.
    Though there are a few users who didn't need any permission changes.


    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


  • 8.  RE: Voicemail all of a sudden not working

    Posted 09-26-2018 11:04
    No replies, thread closed.
    I can confirm that removing any role that had the communicate.add permission, saving the user, then adding the roles back, then having the user refresh their screen has corrected this VM issue in our orgs. 

    One issue was that existing users with VM was not working now.
    One issue was that new users could not set up their VM. 

    We have both issues resolved at this time.

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------

    Original Message


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