Outage in Genesys Cloud
Voicemail Playback Errors (Multi-Regional)
Resolved MinorIncident Report
Summary AI Generated
Genesys Cloud experienced a 46-minute incident where users in the Americas regions could not playback voicemails due to incomplete permissions backfill on a subset of organizations. The issue was resolved by manually adding missing voicemail stream permissions, with the temporary workaround becoming the permanent solution for affected customers.
We have identified an issue impacting users ability to playback voicemails. As a work around, customers can follow instructions in the linked https://help.genesys.cloud/articles/open-play-voicemail/ to add necessary permissions to resolve. Next update 12:45 PM Eastern or sooner.
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RESOLVED
1 day ago - at 06/03/2026 04:57PM
Root cause was identified as an incomplete permissions backfill on a subset of organizations. The recommended workaround of manually adding the missing voicemail stream permissions as indicated in https://help.genesys.cloud/articles/open-play-voicemail/ is the permanent solution to backfilling the missing permissions. A formal RCA will be provided to those customers impacted by this issue.
IDENTIFIED
1 day ago - at 06/03/2026 04:13PM
We have identified an issue impacting users ability to playback voicemails. As a work around, customers can follow instructions in the linked https://help.genesys.cloud/articles/open-play-voicemail/ to add necessary permissions to resolve. Next update 12:45 PM Eastern or sooner.
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