question

George Scott avatar image
George Scott asked ·

group notification emails not being received

We have our group voicemail messages being delivered to one user as the message recipient, but we have a second user set up to receive an email of the voicemail, in the notifications screen. The voice message is being delivered to the user, but the email is not being received by the 2nd user. We have re-entered the email in the notifications screen and ensured that the checkbox is marked to email the voice message and the attachment. Need help understanding what might be wrong.
notifications
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

danno avatar image
danno answered ·
If I'm reading this correctly, you have an email address in the USER tab and then a second email address in the NOTIFICATIONS tab.  The USER tab email is used for account changes and such while the NOTIFICATIONS tab is for emails of the .wav. file of the message.  And currently, they only allow you to have one email although you can have up to five SMS entries.
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

danno avatar image
danno answered ·
I just tried this and it works.  Under the NOTIFICATIONS tab, enter the email addresses and separate them with an ";"   for example, george@abc.com; lisa@abc.com; sam@abc.com   That works.  If you need additional  help sms me at 4042200000.

Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

George Scott avatar image
George Scott answered ·
I probably didn't explain this well. Within your group settings, under messages and notifications, if you have the message recipient set to the group, then you can add multiple emails in the notifications tab and that works fine. But if you change the message recipient to one of the group members, at that point the voice messages only go to that recipient in their desktop messages list. The email people in the notifications tab don't receive an email at that point. Our hope was to have a group with 3 people in it, then have one person be the primary message person and receive voice messages within their desktop app. Then have a backup person who gets emails of the messages. The backup person won't have them in their desktop app but will get them via email. But this configuration doesn't work. I suspect it is configured like this intentionally so you don't have two people responding to voice mail. Our work around is to set up after hours and have the back up person get notifications after hours and the primary during working hours. I appreciate the response.
5 comments Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Hi George,  the only work-around I can think of might be to setup a rule in your email client and have those emails forwarded to the desired recipient. 
0 Likes 0 · ·
Good call Mike, we can do that - hadn't thought about that aspect. Thank you for the idea.
0 Likes 0 · ·
You're welcome! 
0 Likes 0 · ·
Mike - having problems receiving SMS texts on all 4 of our RC local numbers. I have a separate ticket # 03377219 - do you have influence to help me get that resolved? If not, I'll wait for official response.
0 Likes 0 · ·
Hi George,  I just looked up this case and I see that it was escalated with "high" priority, just a few minutes ago, so there's not anything I can do at this point.  But if you need another status update just reply here and I'll be happy to look at it again to see if anything has changed. 
0 Likes 0 · ·

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces