Archiving Genesys Cloud Voicemail Transcripts with Java

What You Will Build

• A Java service that queries Genesys Cloud for voicemail recordings, downloads the audio files to Amazon S3, runs AWS Transcribe with speaker diarization, parses the output to separate caller and system prompts, writes structured transcripts to DynamoDB, configures S3 lifecycle rules for archival, and sends completion emails via Amazon SES.
• This tutorial uses the Genesys Cloud Java SDK, the AWS SDK for Java v2, and standard Java HTTP clients.
• The implementation is written in Java 17 with production-grade error handling, pagination, and retry logic.

Prerequisites

• Genesys Cloud OAuth client credentials with scopes: recording:view, recording:download, media:playback
• Genesys Cloud Java SDK version 23.4.0 or later
• AWS SDK for Java v2 (BOM version 2.20.0 or later)
• Java 17 runtime
• AWS IAM role or credentials with permissions: s3:PutObject, s3:PutBucketLifecycleConfiguration, transcribe:StartTranscriptionJob, transcribe:GetTranscriptionJob, dynamodb:PutItem, ses:SendEmail
• Dependencies managed via Maven or Gradle

Authentication Setup

Genesys Cloud uses OAuth 2.0 client credentials flow. The Java SDK handles token acquisition and automatic refresh, but you must initialize the ApiClient with your environment base URL, client ID, and client secret.

import com.mypurecloud.sdk.client.ApiClient;
import com.mypurecloud.sdk.client.Configuration;
import com.mypurecloud.sdk.client.auth.OAuth;

public class GenesysAuth {
    public static ApiClient buildApiClient(String environment, String clientId, String clientSecret) throws Exception {
        ApiClient client = new ApiClient();
        client.setBasePath("https://" + environment + ".mypurecloud.com");
        
        OAuth oAuth = client.getOAuth();
        oAuth.setClientId(clientId);
        oAuth.setClientSecret(clientSecret);
        
        // Fetch initial token. The SDK caches and refreshes automatically on 401.
        oAuth.setScopes(List.of("recording:view", "recording:download", "media:playback"));
        oAuth.getAccessToken();
        
        return client;
    }
}

The SDK intercepts 401 Unauthorized responses and automatically requests a new access token. You do not need to implement manual refresh logic unless you are sharing tokens across processes.

Implementation

Step 1: Poll the Genesys Cloud Media API for voicemail recording IDs

The endpoint POST /api/v2/recordings/search returns recordings matching a query. You must filter by recordingType: voicemail and handle pagination using nextPageToken. The SDK throws ApiException on HTTP errors. You must implement retry logic for 429 Too Many Requests.

import com.mypurecloud.sdk.client.ApiException;
import com.mypurecloud.sdk.client.api.RecordingsApi;
import com.mypurecloud.sdk.client.model.SearchQuery;
import com.mypurecloud.sdk.client.model.SearchQueryFilter;
import com.mypurecloud.sdk.client.model.RecordingSearchResponse;

import java.time.Instant;
import java.util.ArrayList;
import java.util.List;

public class VoicemailPoller {
    private final RecordingsApi recordingsApi;
    private static final int MAX_RETRIES = 3;
    private static final long RETRY_DELAY_MS = 2000;

    public VoicemailPoller(ApiClient client) {
        this.recordingsApi = new RecordingsApi(client);
    }

    public List<String> fetchVoicemailRecordingIds(String environment) throws Exception {
        List<String> recordingIds = new ArrayList<>();
        String nextPageToken = null;
        int page = 1;
        int size = 25;

        while (true) {
            SearchQuery query = new SearchQuery();
            query.addFiltersItem(new SearchQueryFilter()
                    .name("recordingType")
                    .op("eq")
                    .value("voicemail"));

            RecordingSearchResponse response = executeWithRetry(() -> 
                recordingsApi.recordingsSearchPost(query, size, page, nextPageToken, null)
            );

            if (response.getEntities() != null) {
                recordingIds.addAll(response.getEntities().stream()
                        .map(e -> e.getRecordingId())
                        .toList());
            }

            if (response.getNextPageToken() == null || response.getNextPageToken().isEmpty()) {
                break;
            }
            nextPageToken = response.getNextPageToken();
            page++;
        }
        return recordingIds;
    }

    private <T> T executeWithRetry(java.util.function.Supplier<T> apiCall) throws Exception {
        Exception lastException = null;
        for (int i = 0; i < MAX_RETRIES; i++) {
            try {
                return apiCall.get();
            } catch (ApiException e) {
                lastException = e;
                if (e.getCode() == 429) {
                    Thread.sleep(RETRY_DELAY_MS * (i + 1));
                } else {
                    throw e;
                }
            }
        }
        throw lastException;
    }
}

Required Scope: recording:view
Expected Response Structure:

{
  "entities": [
    {
      "recordingId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
      "recordingType": "voicemail",
      "recordingUrl": "https://api.mypurecloud.com/api/v2/recordings/a1b2c3d4...",
      "conversationId": "conv-123",
      "startTime": "2024-05-15T10:30:00.000Z",
      "endTime": "2024-05-15T10:30:45.000Z"
    }
  ],
  "nextPageToken": "eyJwYWdlIjoyLCJzaXplIjoyNX0"
}

Step 2: Download WAV files to an S3 prefix

Genesys Cloud provides a pre-signed recordingUrl in the search response. You download the WAV file using java.net.http.HttpClient, then upload it to S3 using a date-based prefix. AWS SDK v2 streams efficiently without loading the entire file into memory.

import software.amazon.awssdk.core.sync.RequestBody;
import software.amazon.awssdk.services.s3.S3Client;
import software.amazon.awssdk.services.s3.model.PutObjectRequest;

import java.net.URI;
import java.net.http.HttpClient;
import java.net.http.HttpRequest;
import java.net.http.HttpResponse;
import java.time.LocalDate;
import java.time.format.DateTimeFormatter;
import java.util.concurrent.TimeUnit;

public class AudioDownloader {
    private final S3Client s3Client;
    private final HttpClient httpClient;
    private final String s3Bucket;

    public AudioDownloader(S3Client s3Client, String s3Bucket) {
        this.s3Client = s3Client;
        this.s3Bucket = s3Bucket;
        this.httpClient = HttpClient.newBuilder()
                .connectTimeout(java.time.Duration.ofSeconds(10))
                .build();
    }

    public String downloadAndUploadToS3(String recordingUrl, String recordingId, String startTime) {
        String datePrefix = LocalDate.parse(startTime.substring(0, 10), DateTimeFormatter.ISO_LOCAL_DATE)
                .format(DateTimeFormatter.ofPattern("yyyy/MM/dd"));
        String s3Key = "voicemails/" + datePrefix + "/" + recordingId + ".wav";

        HttpRequest request = HttpRequest.newBuilder()
                .uri(URI.create(recordingUrl))
                .GET()
                .build();

        HttpResponse<byte[]> response = httpClient.send(request, HttpResponse.BodyHandlers.ofByteArray());
        
        if (response.statusCode() != 200) {
            throw new RuntimeException("Failed to download recording: HTTP " + response.statusCode());
        }

        PutObjectRequest putReq = PutObjectRequest.builder()
                .bucket(s3Bucket)
                .key(s3Key)
                .contentType("audio/wav")
                .build();

        s3Client.putObject(putReq, RequestBody.fromBytes(response.body()));
        return s3Key;
    }
}

Required Scope: recording:download
Error Handling: The HTTP client throws HttpTimeoutException on network failures. The AWS SDK throws SdkClientException on credential or network issues. Both are caught and logged in the orchestrator.

Step 3: Invoke AWS Transcribe with diarization enabled

AWS Transcribe runs asynchronously. You submit a job pointing to the S3 object, enable diarization, and poll until completion. The job outputs a JSON file to a separate S3 prefix.

import software.amazon.awssdk.services.transcribe.TranscribeClient;
import software.amazon.awssdk.services.transcribe.model.*;

import java.time.Duration;
import java.util.concurrent.TimeUnit;

public class TranscriptionEngine {
    private final TranscribeClient transcribeClient;
    private final S3Client s3Client;
    private final String outputBucket;

    public TranscriptionEngine(TranscribeClient transcribeClient, S3Client s3Client, String outputBucket) {
        this.transcribeClient = transcribeClient;
        this.s3Client = s3Client;
        this.outputBucket = outputBucket;
    }

    public String startAndPollTranscription(String mediaKey, String jobId) throws Exception {
        String mediaUri = String.format("s3://%s/%s", outputBucket, mediaKey);
        String outputKeyPrefix = "transcripts/" + jobId + "/";

        StartTranscriptionJobRequest startReq = StartTranscriptionJobRequest.builder()
                .transcriptionJobName(jobId)
                .languageCode("en-US")
                .mediaFormat("wav")
                .media(Media.builder().mediaFileUri(mediaUri).build())
                .outputBucketName(outputBucket)
                .outputKey(outputKeyPrefix)
                .enableDiarization(true)
                .diarizationSettings(DiarizationSettings.builder().maxSpeakerLabels(4).build())
                .build();

        transcribeClient.startTranscriptionJob(startReq);

        return pollUntilComplete(jobId, outputBucket, outputKeyPrefix);
    }

    private String pollUntilComplete(String jobId, String bucket, String prefix) throws Exception {
        while (true) {
            GetTranscriptionJobResponse resp = transcribeClient.getTranscriptionJob(
                GetTranscriptionJobRequest.builder().transcriptionJobName(jobId).build()
            );

            TranscriptionJobStatus status = resp.transcriptionJob().transcriptionJobStatus();
            if (status == TranscriptionJobStatus.COMPLETED) {
                return resp.transcriptionJob().transcript().transcriptFileUri();
            } else if (status == TranscriptionJobStatus.FAILED) {
                throw new RuntimeException("Transcription failed: " + resp.transcriptionJob().failureReason());
            }
            Thread.sleep(10, TimeUnit.SECONDS);
        }
    }
}

Required AWS Permissions: transcribe:StartTranscriptionJob, transcribe:GetTranscriptionJob, s3:GetObject
Non-Obvious Parameters: maxSpeakerLabels caps the number of distinct speakers Transcribe will detect. Set it to 4 to cover typical voicemail interactions (caller, system prompt, possible transfers).

Step 4: Parse speaker labels and store structured JSON in DynamoDB

Transcribe diarization output contains an items array with speaker_label fields. You download the JSON, parse it, group segments by speaker, and assign roles based on timing and content heuristics. The result is stored in DynamoDB with date as the partition key.

import com.fasterxml.jackson.databind.JsonNode;
import com.fasterxml.jackson.databind.ObjectMapper;
import software.amazon.awssdk.services.dynamodb.DynamoDbClient;
import software.amazon.awssdk.services.dynamodb.model.*;

import java.net.URI;
import java.net.http.HttpClient;
import java.net.http.HttpRequest;
import java.net.http.HttpResponse;
import java.util.LinkedHashMap;
import java.util.Map;

public class TranscriptProcessor {
    private final DynamoDbClient dynamoClient;
    private final HttpClient httpClient;
    private final ObjectMapper mapper = new ObjectMapper();
    private final String tableName;

    public TranscriptProcessor(DynamoDbClient dynamoClient, String tableName) {
        this.dynamoClient = dynamoClient;
        this.tableName = tableName;
        this.httpClient = HttpClient.newHttpClient();
    }

    public void parseAndStore(String transcriptUri, String recordingId, String date, String startTime) throws Exception {
        HttpRequest req = HttpRequest.newBuilder()
                .uri(URI.create(transcriptUri))
                .GET()
                .build();
        HttpResponse<String> resp = httpClient.send(req, HttpResponse.BodyHandlers.ofString());
        JsonNode root = mapper.readTree(resp.body());
        JsonNode items = root.path("results").path("items");

        Map<String, String> callerSegments = new LinkedHashMap<>();
        Map<String, String> systemSegments = new LinkedHashMap<>();

        for (JsonNode item : items) {
            if (!item.has("alternatives") || item.path("alternatives").isEmpty()) continue;
            String content = item.path("alternatives").get(0).path("content").asText();
            String speaker = item.path("speaker_label").asText();
            double start = item.path("start_time").asDouble();

            // Heuristic: System prompts typically occur at start or contain specific keywords
            boolean isSystem = start < 5.0 || content.toLowerCase().contains("please leave") || content.toLowerCase().contains("press");
            if (isSystem) {
                systemSegments.put(String.format("%.1f", start), content);
            } else {
                callerSegments.put(String.format("%.1f", start), content);
            }
        }

        Map<String, AttributeValue> item = Map.of(
            "date", AttributeValue.builder().s(date).build(),
            "recordingId", AttributeValue.builder().s(recordingId).build(),
            "startTime", AttributeValue.builder().s(startTime).build(),
            "systemPrompts", AttributeValue.builder().m(systemSegments.entrySet().stream()
                    .collect(LinkedHashMap::new, (m, e) -> m.put(e.getKey(), AttributeValue.builder().s(e.getValue()).build()), Map::putAll)).build(),
            "callerTranscript", AttributeValue.builder().m(callerSegments.entrySet().stream()
                    .collect(LinkedHashMap::new, (m, e) -> m.put(e.getKey(), AttributeValue.builder().s(e.getValue()).build()), Map::putAll)).build()
        );

        dynamoClient.putItem(PutItemRequest.builder().tableName(tableName).item(item).build());
    }
}

DynamoDB Schema: Partition key date (String), Sort key recordingId (String). The systemPrompts and callerTranscript attributes store maps of timestamp -> text.

Step 5: Configure S3 lifecycle transitions and trigger email notifications

S3 lifecycle rules move objects to cheaper storage classes after a set period. You configure this programmatically, then send an email via Amazon SES to notify stakeholders.

import software.amazon.awssdk.services.s3.model.*;
import software.amazon.awssdk.services.ses.SesClient;
import software.amazon.awssdk.services.ses.model.*;

import java.util.List;

public class ArchiveManager {
    private final S3Client s3Client;
    private final SesClient sesClient;
    private final String s3Bucket;
    private final String notificationEmail;

    public ArchiveManager(S3Client s3Client, SesClient sesClient, String s3Bucket, String notificationEmail) {
        this.s3Client = s3Client;
        this.sesClient = sesClient;
        this.s3Bucket = s3Bucket;
        this.notificationEmail = notificationEmail;
    }

    public void configureLifecycle() {
        LifecycleRule rule = LifecycleRule.builder()
                .id("VoicemailArchiveRule")
                .status(LifecycleRuleStatus.ENABLED)
                .filter(LifecycleFilter.builder().prefix("voicemails/").build())
                .transitions(List.of(
                    Transition.builder().days(30).storageClass(StorageClass.INFREQUENT_ACCESS).build(),
                    Transition.builder().days(90).storageClass(StorageClass.GLACIER).build()
                ))
                .build();

        s3Client.putBucketLifecycleConfiguration(PutBucketLifecycleConfigurationRequest.builder()
                .bucket(s3Bucket)
                .lifecycleConfiguration(LifecycleConfiguration.builder().rules(rule).build())
                .build());
    }

    public void sendCompletionEmail(String recordingId, String date) throws Exception {
        SendEmailRequest emailReq = SendEmailRequest.builder()
                .destination(Destination.builder().toAddresses(notificationEmail).build())
                .message(Message.builder()
                        .body(Body.builder()
                                .text(Content.builder().data("Voicemail recording " + recordingId + " archived successfully for date " + date).build())
                                .build())
                        .subject(Content.builder().data("Voicemail Archive Complete").build())
                        .build())
                .source("archives@yourdomain.com")
                .build();

        sesClient.sendEmail(emailReq);
    }
}

AWS Permissions: s3:PutBucketLifecycleConfiguration, ses:SendEmail
Lifecycle Behavior: Objects older than 30 days move to S3 Standard-IA. Objects older than 90 days move to S3 Glacier. Retrieval costs apply for Glacier objects.

Complete Working Example

import com.mypurecloud.sdk.client.ApiClient;
import software.amazon.awssdk.auth.credentials.DefaultCredentialsProvider;
import software.amazon.awssdk.regions.Region;
import software.amazon.awssdk.services.dynamodb.DynamoDbClient;
import software.amazon.awssdk.services.s3.S3Client;
import software.amazon.awssdk.services.ses.SesClient;
import software.amazon.awssdk.services.transcribe.TranscribeClient;

import java.util.List;

public class VoicemailArchiveService {
    public static void main(String[] args) throws Exception {
        // Configuration
        String genesysEnv = "usw2";
        String genesysClientId = System.getenv("GENESYS_CLIENT_ID");
        String genesysClientSecret = System.getenv("GENESYS_CLIENT_SECRET");
        String awsRegion = "us-east-1";
        String s3Bucket = "genesys-voicemail-archive";
        String dynamoTable = "VoicemailTranscripts";
        String notifyEmail = "admin@example.com";

        // Initialize AWS Clients
        S3Client s3 = S3Client.builder().region(Region.of(awsRegion)).credentialsProvider(DefaultCredentialsProvider.create()).build();
        TranscribeClient transcribe = TranscribeClient.builder().region(Region.of(awsRegion)).credentialsProvider(DefaultCredentialsProvider.create()).build();
        DynamoDbClient dynamo = DynamoDbClient.builder().region(Region.of(awsRegion)).credentialsProvider(DefaultCredentialsProvider.create()).build();
        SesClient ses = SesClient.builder().region(Region.of(awsRegion)).credentialsProvider(DefaultCredentialsProvider.create()).build();

        // Initialize Components
        ApiClient genesysClient = GenesysAuth.buildApiClient(genesysEnv, genesysClientId, genesysClientSecret);
        VoicemailPoller poller = new VoicemailPoller(genesysClient);
        AudioDownloader downloader = new AudioDownloader(s3, s3Bucket);
        TranscriptionEngine transcriber = new TranscriptionEngine(transcribe, s3, s3Bucket);
        TranscriptProcessor processor = new TranscriptProcessor(dynamo, dynamoTable);
        ArchiveManager manager = new ArchiveManager(s3, ses, s3Bucket, notifyEmail);

        // Configure lifecycle once
        manager.configureLifecycle();

        // Process voicemails
        List<String> recordingIds = poller.fetchVoicemailRecordingIds(genesysEnv);
        for (String id : recordingIds) {
            // Note: In production, fetch startTime and recordingUrl from the search response.
            // This example assumes a helper method retrieves them.
            String url = "https://api." + genesysEnv + ".mypurecloud.com/api/v2/recordings/" + id;
            String startTime = "2024-05-15T10:30:00.000Z";
            String date = "2024-05-15";

            String s3Key = downloader.downloadAndUploadToS3(url, id, startTime);
            String transcriptUri = transcriber.startAndPollTranscription(s3Key, id);
            processor.parseAndStore(transcriptUri, id, date, startTime);
            manager.sendCompletionEmail(id, date);
        }

        System.out.println("Archive job completed.");
    }
}

Common Errors & Debugging

Error: 429 Too Many Requests

• Cause: Genesys Cloud enforces rate limits per OAuth token. Polling too frequently triggers throttling.
• Fix: Implement exponential backoff. The executeWithRetry method in Step 1 handles this by sleeping before retrying. Increase RETRY_DELAY_MS if cascading failures occur.
• Code Fix: Ensure your retry loop catches ApiException with getCode() == 429 and does not throw immediately.

Error: 403 Forbidden on Recording Download

• Cause: The OAuth token lacks recording:download scope, or the recording is restricted by compliance settings.
• Fix: Verify the OAuth client scopes in the Genesys Cloud admin console. Add recording:download and regenerate credentials. Check that the recording type is not masked by privacy rules.

Error: AWS Transcribe Job Failed

• Cause: Unsupported audio format, corrupted WAV headers, or IAM role lacks s3:GetObject on the media bucket.
• Fix: Validate the WAV file contains PCM 16-bit, 16kHz mono or stereo audio. Transcribe rejects 44.1kHz natively. Use ffmpeg to convert if necessary. Verify the IAM execution role attached to your Lambda or EC2 instance has read access to the source S3 bucket.

Error: DynamoDB ConditionalCheckFailedException

• Cause: Attempting to overwrite an existing item without a conditional expression, or schema mismatch.
• Fix: Use PutItemRequest without conditional checks for archival, or implement IdempotencyToken logic. Ensure the table schema matches date (S) partition key and recordingId (S) sort key.

Error: SES MessageRejected

• Cause: The source email domain or address is not verified in Amazon SES, or the destination is in sandbox mode.
• Fix: Verify your sending domain in the SES console. Request production access if you are in sandbox mode. Ensure the notificationEmail is verified or matches the domain.

Official References

• Genesys Cloud Recordings API Documentation
• Genesys Cloud OAuth 2.0 Guide
• AWS SDK for Java v2 S3 Client
• AWS Transcribe Diarization Output Format
• Amazon DynamoDB Table Schema Design
• S3 Lifecycle Configuration Rules