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Voicemail message only heard when calling through Genesys not from an external number

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  • 1.  Voicemail message only heard when calling through Genesys not from an external number

    Posted 07-28-2025 07:52
    No replies, thread closed.

    Good morning,


    I have a manager who has updated their voicemail as they will be out of office.  When I call their number directly through Genesys I receive their updated voicemail message, however when I call their phone number directly from my personal phone I am receiving their previous voicemail.  Why would this be?  Also, is there a way to move this message to be heard externally as the only way I can change his message is accessing is account and changing his password while out of office which I would prefer to not do.


    #Unsure/Other

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    Jon Goodman
    na
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  • 2.  RE: Voicemail message only heard when calling through Genesys not from an external number
    Best Answer

    Posted 07-28-2025 10:54
    No replies, thread closed.

    Hi Jon,

    I am not sure why the voicemail greeting would be different for internal vs external calling.  I would recommend opening a case with Genesys Product Support if you are still having this issue.

    With regards to accessing another users voicemail, this is not currently possible, but there is an Idea on the Genesys Cloud Ideas Portal: Voicemail Access by Supervisor which would be good to vote for and add your use case



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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