Genesys Cloud - Main

We removed the Voicemail permission from our agents, but when someone transfers a call to an agent, the caller still hears the agent's full name announced. After the transfer, the caller hears a message like: "Voicemail is not available for John Doe."

Is there a way to disable this system message so that the caller does not hear the agent's name when voicemail is unavailable?

Hello Jean,

You may need to check the default voicemail flow. I would recommend checking out that article from the Resource Center as well as this one.

We removed the Voicemail permission from our agents, but when someone transfers a call to an agent, the caller still hears the agent's full name announced. After the transfer, the caller hears a message like: "Voicemail is not available for John Doe."

Is there a way to disable this system message so that the caller does not hear the agent's name when voicemail is unavailable?