QM Recording Stream Mismatch on Blind Transfer v2024.05

Genesys Cloud WFM
1

Environment: Genesys Cloud AWS US-East-1. Version 2024.05.0.

Issue occurs when an agent performs a blind transfer to external PSTN via BYOC trunk. The Quality Management recording stream terminates prematurely while the voice stream continues for another minute. SIP trace attached (simplified).

INVITE ... SDP m=audio 192.168.1.5 RTP/AVP 0
...
487 Request Terminated

The QM assessment fails validation because the recording duration does not match the call leg duration. Requires RFC 3261 compliance check on the SDP negotiation for the secondary stream. Anyone experienced this with the latest SDK build?

2

The issue likely lies in the JSON payload structure returned by the GET /api/v2/quality/recordings endpoint. When migrating quality rules between environments, ensure the recordingUri field maps correctly to the accessibility metadata fields. Screen reader tools rely on these IDs being consistent. Check if the migration tool preserves the recordingId during the transfer process.

Payload example:

{
  "id": "12345",
  "recordingUri": "https://api.genesyscloud.com/v1/recordings/...",
  "accessibleLabel": "Call Recording 123"
}
3

Integrating this into ServiceNow requires handling the status field in the webhook payload. We use a flow action to create an incident when recording duration drops below threshold.

ServiceNow Payload example:

{
  "sys_class_name": "incident",
  "short_description": "QM Recording Failed",
  "description": "Recording duration mismatch detected."
}