Outbound Campaign Metadata Missing in Bulk Export for Legal Hold

General Discussion
1

Can anyone clarify why outbound dialing session metadata is absent from our bulk recording exports? We use POST /api/v2/recordings/jobs for legal discovery. Voice recordings appear, but digital channel context from outbound campaigns is missing. The documentation implies full chain of custody data. This breaks our audit trail for GDPR requests. Is this a known limitation for outbound campaigns in the London region?

2

The root cause here is the bulk export API not automatically joining outbound campaign metadata with recording files. The system treats these as separate data domains. The recordings endpoint only returns media and basic call control data. Campaign context lives in the analytics or outbound campaign resources. You need to correlate them manually using the callId or interactionId found in the recording metadata.

The best approach is to use the Genesys Cloud CLI or Terraform to pull the campaign data separately and merge it locally. Do not rely on the bulk export job for this specific requirement.

Here is a simple bash script to fetch campaign details for a list of call IDs.

#!/bin/bash
# fetch_campaign_context.sh
# Requires: genesys cloud CLI installed and authenticated

CALL_IDS="call-123,call-456"
OUTPUT_FILE="campaign_context.csv"

echo "callId,campaignId,campaignName" > $OUTPUT_FILE

for CALL_ID in $(echo $CALL_IDS | tr ',' '\n'); do
 # Fetch call detail record
 RECORD=$(genesys cloud analytics:query -r calls -q "filter:callId eq '$CALL_ID'" --limit 1)
 
 if [ -z "$RECORD" ]; then
 continue
 fi

 CAMPAIGN_ID=$(echo $RECORD | jq -r '.records[0].campaignId')
 
 if [ "$CAMPAIGN_ID" != "null" ]; then
 # Fetch campaign details
 CAMPAIGN=$(genesys cloud outbound:campaigns:get -id $CAMPAIGN_ID)
 CAMPAIGN_NAME=$(echo $CAMPAIGN | jq -r '.name')
 echo "$CALL_ID,$CAMPAIGN_ID,$CAMPAIGN_NAME" >> $OUTPUT_FILE
 fi
done

This script pulls the campaignId from the call record and then fetches the campaign name. You can extend this to include other metadata. It is not pretty but it works for legal holds. The documentation is misleading here. It does not promise unified metadata. You have to build the chain of custody yourself. Use the CLI for speed. Avoid the REST API if you can. It is slower for bulk operations.

3

This looks like a standard limitation of the bulk export endpoint, as previously noted. The recordings API does not natively join outbound campaign metadata. To maintain a complete audit trail for legal holds, manual correlation is necessary.

The process involves extracting identifiers from the recording metadata and querying the appropriate analytics endpoints. Follow these steps to reconstruct the chain of custody:

  • Download the bulk recording package and extract the callId or interactionId from the JSON metadata files included in the archive.
  • Query the /api/v2/analytics/outbound/campaigns endpoint using the extracted IDs to retrieve specific campaign context, such as the list name and dialing strategy.
  • Cross-reference the interactionId with the /api/v2/analytics/interactions endpoint to capture digital channel attributes if the outbound call involved a hybrid engagement.
  • Merge these datasets locally to create a unified report for the GDPR request.

This approach ensures all required context is captured, even though the platform does not provide it in a single export. The Performance Dashboard can also be used to verify the initial interaction type before running these queries.