Genesys Cloud - Main

Hi together,

we would expect (and I think it has worked this way before) that recorded voicemails will be send to the configured "Group Email" address. 

The option "Email Notification" is just sending emails with voicemail attachments to every group member, which is spreading/duplicating the same information and makes it hard to manage if this content has been reviewed. This option is working, but even when this option is enabled, it's not sending an email to the configured group email address.

I also tried to check the "Default Voicemail Flow". At the "Startup Task" after the decission Voicemail.EntityType != "queue" I could also quere for entity type "group", but I couldn't figure where how to set the group email address as the "TO" header of the voicemail.
The group address I could get by API, that's not the problem.

Do you have any ideas?

BR, Robert

#VoiceMail #Groups #Email

#Telephony
#Unsure/Other

Hi Robert,

Checking the resource centre it appears that when the VM notification is enabled the behavior you are experiencing is expected: Enable voicemail and notifications

I am unaware of another way of configuring this, so hopefully someone else in the community can help you further.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi together,

there is an idea for that missing feature:

When adding the email address for the group, allowing the voicemail messages to send to that email address, instead of the individual users.

(https://genesyscloud.ideas.aha.io/ideas/UCC-I-665)

Please vote for this idea if you need this feature too.

BR. Robert

Hi Robert, my team is currently working on this feature. Kindly vote on this Aha idea to stay updated on our progress. We plan to complete this in the coming months. 

Thanks,

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Vishwa Mudigonda
Staff Product Manager for UCC
Genesys 
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Vishwa Mudigonda
Staff Product Manager
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Hi Vishwa,

thanks for letting me know that you are still aware of this topic and the need of the customers - GREAT!!!

BR, Robert

Hi Robert,
I see a workaround for that problem:

• create a user with the group email address. As long that user does not login it creates no costs.
• create a second group with only that user as member
• configure an overflow in your first group to the second group
• activate voicemail there

Downside: You need a DID for the second group.

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Christoph Domaschke
Leiter Service Center (Cronbank)
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Hi Christoph,
Thanks for your workaround. I've found your suggestion at another thread already and was thinking about it... Yes it's possible, but I need to setup ~100 groups and users and upload the voicemail greeting file manually (I couldn't find a good API to upload the greeting wave file to a group).
I need to discuss the workload with my boss...

BR, Robert