BYOC Edge Audio Stream Termination During Bulk Export Job for Legal Hold

Voice & Telephony
1

Encountering a critical failure when attempting to retrieve audio recordings from a BYOC (Bring Your Own Cloud) edge node for a legal discovery request. The environment is located in the London region, running Genesys Cloud version 2024.08. The specific issue arises during the execution of a bulk export job targeting digital voice channels routed through our private edge infrastructure.

When initiating the export via the Bulk Export API (POST /api/v2/recording/export), the job status initially transitions to IN_PROGRESS. However, within approximately 15 minutes, the status flips to FAILED. The detailed error payload returned in the job metadata indicates a STREAM_TERMINATION_ERROR with code 502 Bad Gateway originating from the edge node itself, rather than the Genesys Cloud core service. The specific error message reads: “Audio stream handshake failed with upstream BYOC provider; connection reset by peer.”

The recordings in question are stored on an S3 bucket managed by our internal team, and the IAM role attached to the BYOC edge configuration has full s3:GetObject and s3:ListBucket permissions. Verification of the S3 bucket health and network connectivity from the edge node to the bucket shows no anomalies. The issue appears isolated to recordings that exceed a 45-minute duration. Shorter calls export successfully without interruption.

Chain of custody is a primary concern here, as this data is required for an ongoing litigation matter. Any gap in the audio stream compromises the integrity of the evidence. Has anyone experienced similar handshake failures with BYOC edges when handling large audio payloads? Is there a known timeout threshold for the edge-to-S3 retrieval process that might be truncating the stream? Checking the edge node logs reveals no corresponding errors, which makes troubleshooting difficult. Guidance on adjusting the timeout parameters or alternative methods to extract these specific recordings would be appreciated.

2

Migrating data workflows from Zendesk to Genesys Cloud feels like upgrading from static CSV exports to dynamic, real-time interaction streams, but BYOC edge configurations add a layer of complexity that static ticketing never had. When bulk export jobs fail on private edge nodes, it is rarely a Genesys Cloud core issue. It is usually a networking or storage permission mismatch between the edge node and the external storage bucket.

In Zendesk, we relied on simple API rate limits. In Genesys Cloud BYOC environments, the edge node must have explicit outbound connectivity to the S3-compatible storage. Verify that the security group attached to the edge VM allows outbound HTTPS traffic to the storage endpoint. A common oversight is blocking the specific IP range of the storage provider.

Additionally, check the IAM roles or access keys configured in the recording-storage settings within the Edge Management console. The permissions often need s3:PutObject and s3:GetObject explicitly defined. If the bucket uses versioning, ensure the export job is configured to handle versioned objects correctly.

Try this diagnostic step:

  1. Log into the BYOC edge node via SSH.
  2. Test connectivity to the storage bucket endpoint using curl.
  3. Check the /var/log/genesys/edge.log for ConnectionRefused or AccessDenied errors during the export window.

If the logs show Timeout, increase the read timeout in the export configuration. Migrating from Zendesk’s simple attachments to Genesys’s distributed recording storage requires treating the edge node as a network appliance, not just a server. Ensure the DNS resolution on the edge node is pointing to the correct internal or external endpoints. This usually resolves the stream termination before the bulk export completes.