Hi,
I would like to add to Agurs response.
I believe what you are looking for is how access to queue voicemail is controlled and why it can or cannot be seen by an agent.
The acces to queue voicemail is assigned via the user rights block. Either at the individual user, the user role, or group level. It can also be assigned directly to the queue under the access rights block.
You can quickly find and give permission to queue voicemail access from the CDT. You do this via the User Rights block. There you can assign the Manage Voicemail option directly to the queue or queue group.
This will then directly assing this user role managing voicemail rights under the queue access rights block (directly on the queue):
You can also quickly view who has access to manage queue voicemail by selecting the View Summary of Rights box under the User Rights block. If the user has access to manage queue voicemail there will either by an X or an O. If you see if either of these this means the user has rights to the voicemail box for the queue via thier CDT. If you do not see an X or an O and it is blank they cannot view queue voicemail.
I would be guessing here but probably if voicemail access was working one day and then not the next day someone was editing either the users directly or the user roles/groups and removed the Manage Voicemail from the permissions.
I hope this helps solve your mystery and gives your customer access to queue voicemail from the queue again.
Thanks,
Marcus McCutchen
Covington Creative - Contact Centers Done Right!
www.covingtoncreative.com