Having some config trouble here for WebRTC softphone interactions during bulk export jobs. The audio files arrive in our S3 bucket correctly, but the associated JSON manifest is missing critical metadata fields required for chain of custody validation. Specifically, the participant_identity and encryption_method fields are null or absent.
Steps to reproduce:
- Initiate bulk export job via API (
POST /api/v2/bulkexports/recordings) with date range covering last 24 hours.
- Filter by
media_type equal to webrtc.
- Verify S3 bucket receives
.wav files.
- Check corresponding
.json manifest file in the same directory.
- Observe that
participant_identity is missing for agents using WebRTC softphones, though it is present for SIP trunk calls.
This breaks our legal hold process as we cannot link recordings to specific agent identities without this metadata. We are using Genesys Cloud API v2 and the latest bulk export schema. The IAM policy for S3 upload is correct, as the files themselves are transferred without error. Is there a known issue with WebRTC metadata population in bulk exports, or do we need to adjust the Architect flow triggering these exports?
Make sure you include the include_webrtc_metadata flag in your bulk export request body. The default manifest generation often omits these fields for performance, assuming standard PSTN channels. Explicitly enabling it forces the API to pull the WebSocket session details.
- API request payload structure
- Bulk export job configuration
- WebRTC recording metadata fields
I normally fix this by explicitly defining the metadata filter within the export request body, rather than relying on the default manifest generation settings. The suggestion above regarding the include_webrtc_metadata flag is technically correct, but the enterprise dashboard often requires a more granular approach to ensure chain of custody validation fields like participant_identity and encryption_method are populated. When initiating the bulk export via POST /api/v2/bulkexports/recordings, the payload must explicitly request these specific attributes to override the performance-optimized defaults that omit WebSocket session details. This ensures the resulting JSON manifest in the S3 bucket contains the necessary data for legal hold compliance without requiring post-processing scripts.
The configuration adjustment involves adding the metadata_fields array to the export definition. This forces the engine to pull the full WebSocket session context for each recording. While the initial suggestion pointed to the flag, the actual fix lies in the structure of the request body sent to the API. By specifying the exact fields required for audit trails, the system populates the previously null values correctly. This approach aligns with the standard practice for handling high-volume inbound calls where metadata integrity is critical for regulatory purposes. The documentation suggests that without this explicit definition, the manifest will default to minimal PSTN-style data, which lacks the necessary granularity for WebRTC interactions. Implementing this change resolves the missing field issue and ensures the export jobs meet the strict requirements for legal hold metadata.