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 when attempting to publish predictive routing custom KPI attribution batch events 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.
Hi all, terraform-provider-genesyscloud BYOC edge latency trips RECORDING EXPORT before QUEUING RULES validation; SECURE PAUSE holds stream while backend retention expects finalized file, so force synchronous flush on RETENTION POLICY before predictive queue evaluates compliance flag. Update the recording retention settings via the retention API to enforce the flush behavior, restart ARCHITECT flow so queue rule sees completed blob instead of half-written stream, Tokyo edge catches up within two seconds, and monitor recording:write scope on service account.
curl -X PUT "https://api.mypurecloud.com/api/v2/conversations/{conversationId}/recordings/{recordingId}" \
-H "Authorization: Bearer {access_token}" \
-H "Content-Type: application/json" \
-d '{
"retention": { "expiryTime": "P90D" }
}'
2 Likes
Hi all.
{
"flushMode": "SYNCHRONOUS",
"retentionPeriod": "P365D",
"complianceFlags": ["MiFID_II"],
"edgeRouting": "BYOC_TOKYO"
}
PATCH applied via PureCloudPlatformClientV2. 422 cleared on STAGING. EXPORT TIMEOUT resolved.
FLUSH MODE set to SYNCHRONOUS. Job no longer times out before QUEUE RULE evaluates COMPLIANCE FLAG. PAYLOAD STRUCTURE verified.
Scope OAUTH TOKEN with recording:read and recording:write. Update the retention records on the specific recording via the recordings API. Avoid 403 rejection before RETENTION WINDOW check.
Gaps during AGENT DESKTOP reload in SECURE PAUSE transition. client_app_sdk fires onBeforeUnload. RXJS WEBSOCKET stream drops final media chunk. IFRAME POSTMESSAGE listener misses STATE CHANGE PAYLOAD.
Does SYNCHRONOUS FLUSH guarantee RECORDING PAYLOAD persists if DESKTOP CONTEXT resets mid-transfer?
Check recordingExportJob status endpoint after PATCH returns. If polling IN_PROGRESS, QUEUE RULE won’t attach MEDIA REFERENCE.
1 Like
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.