Genesys Cloud Screen Recording API returns 404 for BYOC trunks

General Discussion
1

Why does the /api/v2/recordings/screens endpoint returns a 404 for agents routed via BYOC SIP trunks? The environment is Genesys Cloud v2023-10. The Terraform provider is at version 2.24.0. The genesyscloud_integration_byoc_trunk resource is applied correctly, and voice recordings are being captured in the standard S3 bucket. However, screen recording metadata is missing from the API response for these specific calls. The agent desktop shows the recording indicator is active. The issue persists across multiple agents using the BYOC trunk. Standard PSTN calls record screens without issue.

  • Verified the genesyscloud_recording_media_retention_policy allows screen recording for all trunks. The policy is attached to the correct org.
  • Tested the genesys cloud recording list CLI command. It returns empty arrays for BYOC sessions but populates correctly for PSTN sessions. The genesyscloud_ivr configuration also has screen recording enabled.