Genesys Cloud incident

Voicemail Playback Errors (Multi-Regional)

Genesys Cloud experienced a minor incident on June 3, 2026 affecting Americas (US East) and Americas (US West) and 1 more component, lasting 43m. The incident has been resolved; the full update timeline is below.

Started: Jun 03, 2026, 04:13 PM UTC
Resolved: Jun 03, 2026, 04:57 PM UTC
Duration: 43m
Detected by Pingoru: Jun 03, 2026, 04:13 PM UTC

Affected components

Americas (US East)Americas (US West)FedRAMP

Update timeline

identified Jun 03, 2026, 04:13 PM UTC

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.
resolved Jun 03, 2026, 04:57 PM UTC

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.