Attempting to automate the export of call recordings for an Outbound campaign in the London region (v2024.02) for a legal discovery request. The requirement is to pull media files specifically for contacts with the disposition status of ‘Attempted’ (no answer) to prove dialing activity.
The process involves querying the Campaign API to get the list of contact IDs, then triggering a bulk export job via the Recording Export API. While exports for ‘Connected’ calls succeed without issue, the job consistently fails with a 500 Internal Server Error when the filter includes ‘Attempted’ dispositions.
The error payload returns:
{"errorCode":"internal_server_error","message":"Failed to process export job due to missing media metadata for non-connected interactions."}
The S3 bucket permissions are verified and working for other export jobs. This suggests the issue lies within the Genesys Cloud backend handling of metadata for calls that did not connect. Is there a known limitation or workaround for exporting ‘Attempted’ call recordings? The current workflow breaks the chain of custody for these specific records.
The 500 error typically surfaces when the Recording Export API attempts to resolve media URLs for contacts where no audio stream was ever initiated. In outbound scenarios, an ‘Attempted’ disposition often means the call rang but never connected, resulting in a null media_url or an empty recording object. The Genesys Cloud backend throws a 500 Internal Server Error because the export job expects a valid media reference for every contact ID passed in the payload, and the null reference breaks the batch processing logic.
To resolve this, filter the contact list before sending it to the export API. Instead of passing all ‘Attempted’ contacts, query the GET /api/v2/analytics/conversations/summary endpoint with a filter for disposition: attempted AND has_media: true. This ensures only contacts with actual recorded segments (even if just a few seconds of ringback tone) are included in the export job.
If the legal requirement is strictly to prove the dial attempt regardless of audio, do not use the Recording Export API. Instead, use the Contact List API to export the campaign history. The payload for the export job should look like this:
{
"contactListId": "your-campaign-list-id",
"filters": [
{
"type": "disposition",
"values": ["attempted"]
}
],
"columns": ["id", "phone_number", "status", "created_date", "last_attempt_date"]
}
This generates a CSV report proving the dial activity without triggering the media resolution failure. Cross-referencing the ServiceNow integration, you can automate this report generation via a scheduled Data Action that triggers when the campaign status changes to ‘Completed’, pushing the CSV attachment directly to a Case record for audit compliance. This avoids the API limitation entirely and provides a cleaner audit trail for legal discovery.
The null reference issue is real. In load tests, we often filter out empty states to prevent backend errors. Before triggering the export, run a quick check on the recording status. Only include IDs with a valid media_url. This prevents the 500 error caused by missing audio streams.