Hi all,
I am experiencing intermittent 503 Service Unavailable errors when attempting to retrieve screen recording metadata via the /api/v2/analytics/conversations/recordings endpoint. This issue is isolated to conversations that originated through our BYOC trunks in the APAC region (specifically Singapore and Tokyo regions), while recordings from PSTN and WebRTC channels within the same organization return successfully.
We are managing 15 BYOC trunks across multiple regions, and the problem persists regardless of the specific carrier or trunk group used. The error occurs consistently when the request includes the recordingTypes: screen filter. Without this filter, the API returns audio recordings without issue, suggesting the backend service responsible for aggregating screen capture data is either overloaded or failing to index screen events for BYOC-initiated sessions.
Environment details:
- Genesys Cloud Release: 2024-02 (Latest)
- API Endpoint:
/api/v2/analytics/conversations/recordings - Filter:
recordingTypes: screen - Region: APAC (Singapore)
- Trunk Type: BYOC (SIP)
I have verified that the screen recording feature is enabled in the organization settings and that the specific users involved have the necessary permissions. The issue does not appear to be related to network latency or carrier failover logic, as the audio streams are healthy. However, the screen capture data seems to be decoupled or failing to register in the analytics index for these specific trunk types.
Has anyone encountered similar indexing failures with screen recordings on BYOC trunks? I am considering raising a support ticket, but wanted to check if this is a known regional limitation or a configuration quirk specific to how screen events are tagged for external SIP sources.