Voicemail shows the messages left for your extension and for the
queues you are a member of. Not the organisation’s — a message is a
customer talking, and every agent being able to play back every message left
for every colleague is not what an inbox is for.
Why there is a message
Each row says how the caller ended up leaving one:
The transcript, and when there is not one
A message arrives, is transcribed, and ends ready or not transcribed.
The badge tells you which. Search covers the transcript, the summary and the
caller’s number, which is the point of having one: the caller who mentioned
a refund is how people actually look for a message.
A failure is a state, not a missing message. When transcription did not
work, the message says so and gives the reason, and the recording above it
is unaffected. The recording is the product and the text is the
convenience — never the other way round.
What you can do, and what you cannot
You can read a message and play it. Marking a message heard, asking for a
transcription again, and deleting are all voicemail:write, which is a
supervisor’s or an admin’s.
Nothing about a message can be edited beyond whether it has been heard and
whether it is archived. Not the transcript. An editable record is not a
record.