Outbound dialing disposition mismatch in bulk export for legal hold

General Discussion
1

Ran into a weird issue today with the outbound dialing disposition codes not mapping correctly in our bulk export CSVs for a legal discovery request.

We are using Genesys Cloud version 2024-3 in the eu-west-2 region. The issue is that calls marked as “Completed” in the Outbound campaign dashboard are showing up as “No Answer” in the recording metadata export. This breaks our chain of custody audit trail because the timestamp for the actual connection does not match the disposition code in the file. We have verified the S3 bucket permissions and the Data Action configuration, but the error persists. The API response for /api/v2/outbound/campaigns/{id}/callattempts shows the correct status, but the bulk export job via /api/v2/recording/search returns the wrong metadata. Is there a known delay or cache issue with disposition updates in the recording index? We need this fixed urgently for the case deadline.

2

The easiest fix here is this is to bypass the default export mapper and query the Engagement API directly for raw disposition codes.

  • Retrieve the engagement ID from the recording metadata.
  • Call GET /api/v2/outbound/engagements/{engagementId} to get the true status.
  • Map the state field to your legal hold requirements instead of relying on the cached CSV column.