Member of a CQ doesn't always receive voice mails | Community
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Peggy77
Explorer
July 31, 2026
Question

Member of a CQ doesn't always receive voice mails

  • July 31, 2026
  • 1 reply
  • 19 views

We have a member of a CQ that sometimes receives a transcription of a CQ voicemail and not the voicemail itself. Other times she receive the voicemail but not the transcription. The other members of the CQ don’t have this problem. Does anyone know why this would be happening?

Thank you in advance for your help.

1 reply

iambobsat
Community Champion | Employee
iambobsat
Community Champion | Employee
July 31, 2026

Hi, 

Since this is only affecting one member and not the rest of the CQ, it's almost certainly user-specific rather than a queue configuration issue. A few things worth checking:

  1. Email security filtering — Tools like Defender, Proofpoint, or Mimecast can strip attachments (audio) while letting the email body (transcript) through, or vice versa. Check her mailbox's Safe Attachments policy and any transport rules targeting her address.

  2. Timing gap — Audio is available immediately; transcription is generated separately. If transcription fails or is delayed, she may get one without the other.

  3. Zoom Phone portal check — If the voicemail shows up complete in the Zoom Phone web portal but the email is missing a piece, the issue is between Zoom and her mailbox — not a Zoom config problem.

Please let us know if there is anything  else we can help. 

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