Genesys Cloud Status

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.

This incident has been resolved.

We have successfully resolved the agent routing issues. The service teams have cleared agents stuck in incorrect statuses, stopped routing interactions to offline agents, and restored real-time queue visibility.

All services are operational and traffic is routing successfully via a temporary workaround while the platform provider completes restoration. We will be performing a brief maintenance lasting approximately 30 minutes to restore original configurations.

The backlog has been completely processed and real time analytics is operating normally.

This incident has been resolved.

This incident has been resolved.

The email backlog processed and region is healthy. Incident Resolved

This incident has been resolved.

Guidance remains to continue operations in alternate regions. The platform provider has advised recovery is expected to take several months. We will share new information as it becomes available.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.