Just noticed that our bulk export jobs for Webchat and Messaging recordings are failing with a generic timeout error when the source media is routed through our BYOC Edge instance in London. The voice recordings export without issue, but the digital channel assets seem to hit a wall after about 120 seconds.
The environment is Genesys Cloud EU (Frankfurt) with a private BYOC Edge gateway. We are using the v2/recordings/bulkexport endpoint. The S3 bucket policy allows all necessary permissions, and direct API calls to fetch single recordings succeed. This suggests the issue lies in the batch processing or the edge-to-cloud handshake for large payloads.
{
"code": "timeout",
"message": "Request timed out while waiting for response from edge gateway.",
"status": 504,
"details": "Bulk export job ID: bx_8f9a2c1d-4e5f-6a7b-8c9d-0e1f2a3b4c5d"
}
Has anyone seen similar latency issues with digital channel media on BYOC? We are concerned about the chain of custody for these legal hold items if the export cannot complete reliably. Any insights on edge gateway timeouts for bulk operations would be appreciated.