Has anyone encountered an issue where bulk recording exports omit specific outbound dialing metadata fields required for legal discovery?
We are operating in the Genesys Cloud London region (v2023.08). Our team is responsible for maintaining the chain of custody for all customer interactions. Recently, a legal hold request required us to export recordings and metadata for conversations initiated via the Outbound Dialing module (Campaign Manager).
We are using the Bulk Data Export API (/api/v2/bulkdata/export) with a filter for conversationType: "outbound". The job completes successfully with a 200 OK status. However, upon reviewing the exported JSON files in our S3 bucket, we noticed that the outboundDialing object is present but contains null values for campaignId, listName, and dialerType.
The conversationId and recordingUrl are present, which breaks our audit trail. We need these fields to prove the consent context and dialing source for compliance purposes.
We have verified that the campaigns are active and the recordings exist. We also checked the raw conversation data via the Conversation API (/api/v2/conversations/{id}), and the outbound metadata is correctly populated there. This suggests the issue is specific to the bulk export aggregation process.
Is this a known limitation of the bulk export job when handling outbound dialing records? Or is there a specific permission or configuration we are missing? We need to resolve this urgently to meet our legal deadline.
Any insights would be appreciated.