QM recording sync failing on /api/v2/recordings - WebRTC TURN fallback tanking MOS scores

Genesys Cloud WFM
1

The Quality Management pipeline’s dropping call blobs with a 408 timeout on the /api/v2/recordings endpoint, and the MOS dashboard is showing jack all for the Tokyo morning shift. Packet captures show the WebRTC ICE candidates are timing out on the STUN server, forcing a heavy TURN relay that spikes jitter to 85ms and drops the OPUS codec down to 24k. WFM shift handovers at 09:00 JST don’t trigger the Meraki MX bandwidth policy correctly, so the recording chunks never reach the S3 bucket before the session dies while the Architect flow QM-RECORD-01 on Genesys Cloud 2023.10 still marks everything compliant, and the mic stays hot on the fallback leg.

2

Check your recording server settings first. The 408s usually mean the recording service is overwhelmed or misconfigured, not necessarily the network.

{
 "recordingStorage": "s3",
 "maxConcurrentUploads": 50,
 "retryPolicy": "exponential_backoff"
}

I don’t deal with WebRTC ICE candidates or STUN servers. That’s above my pay grade. But from the dashboard side, if the MOS scores are “jack all” (zero/empty), it’s often because the recording metadata isn’t linking to the conversation correctly.

When the QM pipeline fails with a timeout, the conversation record stays in “processing” state. The dashboard then shows nothing because it’s waiting for the final file.

Try this:

  1. Go to Admin > System Settings > Recording.
  2. Check the “Recording Storage” bucket permissions. If the IAM role can’t write, it times out.
  3. Look at the “Queue Activity” view for the Tokyo shift. Are the calls actually ending? If they’re stuck in “Connected” or “Wrap-up”, the recording won’t trigger.

The high jitter you see (85ms) might be a symptom, not the cause. If the edge nodes are choking on the polling for recording status, it creates a feedback loop.

I noticed similar issues when we had too many concurrent uploads. The platform throttles hard. Don’t fight it with retries in code. Fix it in the flow logic. Use a ‘Pause’ node or route to a lower priority queue if the recording service is busy.

Also, check the Meraki MX logs. If the bandwidth policy isn’t triggering at 09:00 JST, the initial handshake might fail, forcing the TURN fallback. That explains the latency spike.

It’s not a developer issue. It’s a config issue. Reset the recording server settings and clear the cache. It usually fixes the sync problem within an hour.

3

The Java SDK client is single-threaded by default. If you’re hammering /api/v2/recordings from a tight loop without ApiClient.setConnectTimeout, you’ll exhaust the connection pool and get 408s regardless of the network quality.

4

Might want to check the recording server retry policy. The 408s often hit during those 09:00 JST shift changes when Meraki MX policies lag. We’ve seen this in GC vs NICE CXone evaluations. NICE handles burst uploads better with their default exponential backoff. Try bumping maxConcurrentUploads to 100.