Context:
We are currently managing a high-volume outbound dialing campaign using the Genesys Cloud Outbound module. Our primary objective is to automate the extraction of call recordings and associated interaction data for legal discovery requests. The requirement is strict: every exported record must contain the legal_hold flag and complete chain of custody metadata in the S3 payload to satisfy regulatory standards.
The environment is running Genesys Cloud version 24.10. We utilize the Recording API to trigger bulk export jobs. Previously, this process worked correctly for inbound interactions. However, for outbound calls generated by predictive dialing campaigns, the resulting JSON files in our S3 bucket lack the necessary legal_hold tags. The API returns a 200 OK status for the export job creation, and the job completes successfully. Yet, when we inspect the metadata in S3, the fields required for our audit trail are absent. This discrepancy creates a significant gap in our compliance workflow.
We have verified that the campaign settings include the correct legal hold tags. The issue appears isolated to the outbound dialing context. The inbound exports function as expected, including all metadata. We suspect the problem lies in how the Outbound module interfaces with the Recording API during the bulk export process for predictive campaigns. The outbound predictor endpoints seem to have different rate limits or metadata handling rules compared to standard inbound recordings.
Question:
Could someone explain why the bulk export jobs for outbound predictive dialing campaigns omit the legal_hold metadata in the S3 payload? Is there a specific configuration in the Outbound module or the Recording API that needs adjustment to ensure this data is included? We need to maintain a strict chain of custody for all interactions, and the current export format does not meet our legal requirements. Any insights into the API behavior or known limitations regarding outbound metadata exports would be appreciated. We are looking for a technical solution to enforce the inclusion of these fields without manual intervention.