Has anyone encountered issues with the Bulk Recording Export API failing specifically when querying date ranges exceeding 30 days?
We are operating in the Genesys Cloud London region (v2024.02) and managing legal discovery requests. The standard process involves submitting a bulk export job via /api/v2/recording/bulkexport to retrieve call recordings along with their associated metadata for chain of custody verification.
For date ranges under 30 days, the jobs complete successfully, and the S3 integration delivers the files as expected. However, when the startDate and endDate parameters span more than 30 days, the job status immediately transitions to FAILED. The error message returned in the job details is vague: {"code":"INTERNAL_ERROR","message":"An internal error occurred while processing the request."}. No additional stack trace or specific failure reason is provided in the response body.
We have verified that the S3 bucket permissions are correct and that smaller subsets of the same date range export without issue. The API call uses a standard OAuth token with the recording:export scope. We are also ensuring that the filters object is correctly formatted, including the mediaType set to voice and the recordingState set to complete.
Is there a known limitation or timeout issue with the bulk export service for larger datasets? We need to ensure we can retrieve complete sets of recordings for legal holds without breaking them into arbitrary smaller chunks, which complicates the audit trail documentation.
Any insights into the backend processing limits or alternative methods to handle large-scale historical data retrieval would be appreciated. We are currently stuck waiting on support tickets, but hoped the community might have faced similar throttling or processing errors.