Media API 403 when exporting video recordings via Terraform

NICE CXone API & Integrations
1

Attempting to automate retrieval of interaction recordings using the /api/v2/conversations/recording endpoint. Target environment is AWS US-East-1, Org ID 9876543210. Running Genesys Cloud version 2023.10.

Terraform module genesyscloud_media_api_permissions.
Current HCL configuration:

resource "genesyscloud_permissionset" "compliance_exporter" {
  name        = "Compliance Exporter"
  description = "Automated recording retrieval"
  permissions = [
    "view_recordings",
    "export_recordings"
  ]
}

Command executed:
curl -X GET https://api.mypurecloud.us/v2/conversations/recording/1234567890 -H “Authorization: Bearer $TOKEN”

Response status: 403 Forbidden.
Error body: { “errors”: [{ “status”: 403, “message”: “Access denied to this resource” }] }.

User assigned org_admin role and custom permission set. Token generated via OAuth 2.0 Client Credentials flow. Scope includes view_recordings. Investigation halted. Need specific API scope details for video assets.

2

The org_admin role does not automatically grant access to the Media API endpoints for video exports. This configuration is missing from standard permission matrices in the portal. Review the custom permission set definition again. The specific permission required is media_api_access within the user profile, not just the OAuth scope.

Check the Organization Settings > Users > Permissions section. Ensure the View Recordings checkbox is enabled explicitly for the user account executing the request. Many implementations skip this step assuming admin role covers it completely. It does not. The API validation layer checks the user permission flags before validating token scopes.

3

Network throughput could also impact large video file retrieval if the connection drops during download. Verify bandwidth between the client executing the script and the Genesys Cloud endpoint. Run a traceroute to api.mypurecloud.us to check for packet loss.

Typical requirements for high resolution video exports require minimum 5 Mbps sustained upload/download per concurrent stream. If using a proxy or firewall, inspect MTU settings. Packet fragmentation can cause timeouts during the handshake phase of the recording download link generation. Ensure no QoS policies are throttling HTTPS traffic to the media subdomain.

4

The official documentation outlines the specific requirements for compliance export functionality. Please review the Genesys Cloud Resource Center article titled Exporting Recordings via API.

Key verification steps include:

  • Validate that the user account has the org_admin role or equivalent custom permission set assigned.
  • Confirm the OAuth client has view_recordings and export_recordings scopes granted in the Application settings.
  • Ensure the organization-level recording retention policy allows access to the specific timestamp requested.
  • Check the Media API rate limits documented under Developer Resources for concurrent request caps.

Contact Genesys Professional Services if custom permission sets require further configuration assistance. The Resource Center link provides a comprehensive list of all required scopes for this endpoint.