BYOC Edge Recording Export Timeout on Digital Channels

Voice & Telephony
1

Configuration is broken for some reason when attempting bulk export of WhatsApp recordings via BYOC Edge. The Architect flow returns a 504 Gateway Timeout after 60 seconds, despite the S3 bucket policy allowing full access from the Edge IP.

Environment details:

  • Genesys Cloud Version: 2023-11-01
  • BYOC Edge Region: eu-west-2
  • Export Format: MP3 with metadata JSON
  • API Endpoint: /api/v2/recordings/exports

The standard recording export works fine. Only digital channels fail. Is there a specific timeout setting for BYOC digital exports?

2

You should probably look at at the payload structure for digital exports. In Zendesk, we just appended metadata to tickets, but Genesys Cloud needs explicit key-value pairs in the request body. Large JSON blobs often trigger these 504s on BYOC edges.

  • Recording export API limits
  • BYOC Edge latency thresholds
  • Digital interaction metadata schemas