We are running Genesys Cloud AWS us-east-1 on release v23.120.0. After an outbound campaign marks a call as completed, the recording retrieval endpoint returns 404 Not Found for specific calls. I am attempting to access the audio stream for voice biometrics analysis. The call object in Outbound API shows status Completed with duration 120 seconds. Calling POST /api/v2/calls/{callId}/recordings fails immediately. Has anyone encountered this latency gap? We need the file available within 30 seconds of disconnect.
Polling the recording endpoint causes race conditions. The recommended approach is subscribing to the call.completed webhook event. Once the event fires, the media is usually ready for download.
We use ServiceNow to ingest these payloads automatically. Check the call.id property in the webhook JSON payload before querying /api/v2/calls/{callId}/recordings.
Ensure your integration has the view:recordings scope enabled on the OAuth token.
Verify if the contact list had a DNC flag active. The Outbound API respects compliance rules which might suppress recording generation for certain numbers. Review the POST /api/v2/outbound/contactlists/{contactListId} endpoint configuration.
If the doNotCall status was true during dialing, recordings may not persist in the standard retention bucket. Try checking the audit logs for compliance violations associated with that callId.
The SDK implementation often buffers playback differently than direct API calls. If using the React SDK, the useCallMedia hook might delay availability until the stream stabilizes. Consider using the /api/v2/calls/{callId}/playback endpoint directly for lower latency streaming.
This bypasses some UI rendering overhead. The agent desktop should not wait for file processing to complete before allowing playback initiation.