Access voicemail and recordings in CX Cloud

AI-generated summary

Genesys Cloud provides voicemail and recording access capabilities integrated within CX Cloud through a user inbox component accessible from the Salesforce Service Cloud Voice console. Agents require specific permissions to enable voicemail receipt and deletion (Voicemail > Voicemail > Receive/Delete) and to record calls and access ad hoc recordings (Conversation > Call > Record; Recording > Recording > Access). The voicemail component, when docked in the utility bar, displays an unread count badge that updates as new voicemails are received and played. Users can listen to voicemails by selecting them from a list to access playback controls, mark messages as read or unread, delete voicemails, and download them through the More menu option. The Recordings tab within the user inbox component enables access to stored call recordings, allowing users to listen to, share, and manage recordings directly from the inbox. Both voicemail and recording management features provide streamlined access to communication history and documentation within the integrated Genesys Cloud and Salesforce environment.

PrerequisitesClick to expand

If your administrator has added the user inbox component, you can see if you received a new personal voicemail and easily access it from the Salesforce Service Cloud Voice console. You also get to access your call recordings that you have recorded and stored via Genesys Cloud.

Voicemail
User recordings

The following illustration shows the voicemail component that opens from the utility bar:

This image is a screenshot of the voicemail component in Salesforce Service Cloud console.

If the component is docked in the utility bar, an unread count badge appears on the component icon. The badge count increases when a new voicemail is received and decreases when a voicemail is played, making it easy to identify voicemails that need attention.

To listen to a voicemail, click open a voicemail from the list and the playback controls appear:

This image is a screenshot of the voicemail in CX Cloud with the playback controls.

You can select the voicemail as unread or read, and delete it.

This image is a screenshot of the voicemail component that shows the options available for managing voicemails.

To download the voicemail, click open a voicemail for the playback controls. In the playback controls, click More and then select Download.

This image is a screenshot of the download option available in the voicemail component in the CX Cloud.

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