My current config is completely failing…
- Genesys Cloud CX Version: 2024.2
- SDK Version: 2.4
- Environment: EU-West (London)
- Channel: Web Chat & SMS
- Target: S3 Bucket with KMS Encryption
The Architect flow for bulk exporting digital channel recordings is failing consistently. The job initiates correctly via the POST /api/v2/recording/search endpoint, but it fails during the metadata synchronization phase with a 504 Gateway Timeout.
The issue appears specific to records containing complex metadata from the Zendesk integration. When the system attempts to resolve custom tags for legal hold compliance, the connection to the S3 bucket drops. Standard PSTN recordings export without issue.
Logs show the initial handshake succeeds, but the subsequent chunked transfer for the JSON metadata payload times out after 30 seconds. We have verified the S3 bucket policies and KMS keys are valid. The timeout occurs before any audio files are transferred.
Is there a known limitation with metadata complexity for digital channels in version 2.4 of the SDK? We need to maintain chain of custody for these exports, so we cannot bypass the metadata sync. Any insights on increasing the timeout or splitting the job would be appreciated.