Hi all,
We are encountering a critical compliance failure where predictive routing queues are dropping compliant call recordings. This is triggering a 422 Unprocessable Entity on the POST /api/v2/predictive-routing/queuing-rules endpoint during our MiFID II retention checks, putting our audit obligations at risk.
The issue manifests in the Architect flow after the Secure Pause block performs PCI masking. The recording export job subsequently fails with ERR_RECORDING_INCOMPLETE on our Tokyo BYOC edge.
I have reviewed the community discussions, specifically the older thread regarding BYOC recording lag. We implemented the recommended header override, but it is not effective; the recordings continue to be dropped.
The system is returning the following error, which indicates a breakdown in our regulatory capture:
{"error": "RECORDING_POLICY_VIOLATION", "details": "Dodd-Frank audit trail missing"}
This gap in the Dodd-Frank audit trail is a significant concern.
We need a resolution that ensures full retention compliance. Any assistance is appreciated.
Sounds like the BYOC edge latency is tripping up the RECORDING EXPORT job before the QUEUING RULES validation actually runs. The SECURE PAUSE block holds the media stream, but the backend retention check expects a finalized file. You’ll need to force a synchronous flush on the RETENTION POLICY side before the predictive queue evaluates the compliance flag.
Here’s a quick curl to patch the recording policy so it stops timing out on those MiFID II checks:
curl -X PATCH "https://api.mypurecloud.com/api/v2/recording/policies/{policyId}" \
-H "Authorization: Bearer {access_token}" \
-H "Content-Type: application/json" \
-d '{
"name": "MiFID II Compliance Flush",
"retention": { "expiryTime": "P90D" },
"recordingSettings": { "syncFlush": true }
}'
Toss that syncFlush toggle in and restart your ARCHITECT flow. The queue rule will finally see the completed blob instead of a half-written stream. Tokyo edge usually catches up within two seconds once the policy forces it. Just watch the recording:write scope on your service account too.
The suggestion above cleared the 422 on our staging tenant. Ran the patch yesterday and it cleared up the export timeout immediately. Switching the flush mode to synchronous stopped the job from timing out before the queue rule evaluated the compliance flag. We applied the update via PureCloudPlatformClientV2 and verified the payload structure.
{
"flushMode": "SYNCHRONOUS",
"retentionPeriod": "P365D",
"complianceFlags": ["MiFID_II"],
"edgeRouting": "BYOC_TOKYO"
}
Make sure you scope the OAuth token with recording:read and recording:write before hitting /api/v2/recording/policies/{policyId}, otherwise the platform rejects the PATCH with a 403 before it even checks the retention window.
We’re still seeing gaps when the agent desktop reloads during a Secure Pause transition. The client_app_sdk lifecycle hook fires onBeforeUnload but the RxJS WebSocket stream drops the final media chunk. The iframe postMessage listener also misses the state change payload. Does the synchronous flush guarantee the recording payload persists if the desktop context resets mid-transfer?
Check the recordingExportJob status endpoint right after the PATCH returns. If it’s still polling IN_PROGRESS, the queue rule won’t attach the media reference.
Cause: System latency during compliance validation.
Solution: Sorry for the basic question, but how do I adjust the coaching sync timer to stop the drop? We don’t usually touch the API flush settings, just extend the agent wrap-up period. The file needs more time to save before queue rule checks it.
{
"flushMode": "SYNCHRONOUS",
"retentionPeriod": "P365D",
"complianceFlags": ["MiFID_II", "PCI_MASKED"]
}
Pushing that payload through the client usually stops the export job from timing out before the queue rule actually checks the compliance flag. Missing recordings completely wreck coaching KPIs and make the daily leaderboard scores look totally off. Agents don’t stay motivated when their call quality metrics disappear overnight. The synchronous flush forces the Tokyo edge to finish writing the file first. Does the coaching sync timer need to stay at the default thirty seconds, or should it be bumped up to sixty? Sometimes the system throws a vague validation error that just says the file isn’t ready, even when the queue is clear. Updating the retention policy directly in Architect helps keep the motivation programs running smoothly. The wrap-up extension definitely buys more time for the backend to catch up. Just watch out for the midnight reset window.