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Genesys Cloud – Restrict access to ACD voicemail recordings with new permissions

Announced on
(YYYY-MM-DD)		Effective date
(YYYY-MM-DD)		Aha! idea
2026-07-06 - Aha! idea

In a future release, Genesys Cloud will introduce new permissions to control access to ACD voicemail recordings. Administrators will be able to grant separate permissions for streaming and downloading ACD voicemail recordings, providing more granular control over who can access voicemail media. These permissions complement the existing Voicemail > ACD Voicemail > View and Voicemail > ACD Voicemail > Delete permissions.

What’s changing

  • Genesys Cloud will add two new permissions:
    • Voicemail > ACD Voicemail > Stream
    • Voicemail > ACD Voicemail > Download
  • Users must have the appropriate stream or download permission, in addition to the existing view authorization, to play or download ACD voicemail recordings.
  • The user interface will hide or disable playback and download controls for users who do not have the required permissions.
  • These changes extend the granular voicemail permission model previously introduced for non-ACD voicemail recordings to ACD voicemail recordings.

Why this matters

The new permissions allow administrators to restrict playback and download of ACD voicemail recordings to authorized users while preserving existing access to voicemail metadata for users with the appropriate view permissions. This helps organizations apply more consistent access controls across voicemail types and better protect sensitive recording data.

Action required

Review the roles in your organization and assign the new stream and download permissions to users who require access to ACD voicemail recordings. Existing workflows that rely on playback or download may require updates to role permissions after the feature becomes available.