In our setup, when one of the phone lines is busy, customers can leave a voicemail. This voicemail is saved to an email account (Outlook) associated with that queue (queue event). Normally, our agents access this email account and click the link that plays the audio of the message. Recently, some of our agents have been unable to access the audio link; clicking it opens a RingCentral screen asking for their credentials, even though they are logged in as agents. Then, when they try to open the link, they receive an error (XAM-005).
Looking for any advice to fix this issue.