Genesys Cloud - Main

I have created an email group and added it to the Helpdesk Group (for example, group@abccompany.com) with all the users who should receive notifications. Unfortunately, when a voicemail comes, they are not getting notified.

My question is:

1. Should they get notified by email that there is a voicemail, or
2. When they log in, will they receive it as an incoming call?

I am waiting for an email notification, which is my assumption. Is this correct?

Hi John,

E-Mail-Notification should work even with offline-users. Every member (not owner!) schould get an email.

I have created an email group and added it to the Helpdesk Group (for example, group@abccompany.com) with all the users who should receive notifications. Unfortunately, when a voicemail comes, they are not getting notified.

My question is:

1. Should they get notified by email that there is a voicemail, or
2. When they log in, will they receive it as an incoming call?

I am waiting for an email notification, which is my assumption. Is this correct?

Hi Christopher 

I have it set same except it had sequential in the call route type, but we are not getting an email. 

The group email is entered here. So, where could I go wrong?

Hi John,

E-Mail-Notification should work even with offline-users. Every member (not owner!) schould get an email.

I have created an email group and added it to the Helpdesk Group (for example, group@abccompany.com) with all the users who should receive notifications. Unfortunately, when a voicemail comes, they are not getting notified.

My question is:

1. Should they get notified by email that there is a voicemail, or
2. When they log in, will they receive it as an incoming call?

I am waiting for an email notification, which is my assumption. Is this correct?

Hi John,
thanks for the screenshots. They look pretty normal to me. As long "IT Helpdesk" is member (not only owner) of this group, it should receive an email. I have to guess:

• is the email address spelled correctly in the user?
• is the email going directly to the group mail box or is it transferred to an e-mail-flow before?
• are there some firewall settings in your company that prevent emails from mypurecloud.xxx? Or is it going to spam?
• are other members of the group receiving emails / have you tried with another e-mail-address?

The group voicemail functions had been a little buggy in the last few day (Monday to Tuesday). I had problems, that caller ANI was not shown and the callback button did not work. Maybe this problems are connected? In case all my guessing did not help you could open a case with the Genesys support.

Hi Christopher 

I have it set same except it had sequential in the call route type, but we are not getting an email. 

The group email is entered here. So, where could I go wrong?

Hi John,

E-Mail-Notification should work even with offline-users. Every member (not owner!) schould get an email.

I have created an email group and added it to the Helpdesk Group (for example, group@abccompany.com) with all the users who should receive notifications. Unfortunately, when a voicemail comes, they are not getting notified.

My question is:

1. Should they get notified by email that there is a voicemail, or
2. When they log in, will they receive it as an incoming call?

I am waiting for an email notification, which is my assumption. Is this correct?

I have created an email group and added it to the Helpdesk Group (for example, group@abccompany.com) with all the users who should receive notifications. Unfortunately, when a voicemail comes, they are not getting notified.

My question is:

1. Should they get notified by email that there is a voicemail, or
2. When they log in, will they receive it as an incoming call?

I am waiting for an email notification, which is my assumption. Is this correct?