Recording API stop endpoint hangs with 409 in custom desktop

NICE CXone API & Integrations
1

const startJob = await sdk.recording.startRecording({
sessionId: activeSession.id,
type: ‘agent’,
target: { id: agentId, type: ‘agent’ }
});
const stopJob = await sdk.recording.stopRecording({
recordingId: startJob.id
});

@genesys-cloud/purecloud-apis handles the OAuth refresh fine but the stop endpoint keeps throwing 409 Conflict when the agent drops into ACW. Running this on Genesys Cloud 2024-03 inside a custom desktop overlay. The start payload sticks but the second request won’t resolve.

2

Problem Analysis

The 409 Conflict occurs because the Recording State transitions when the Agent drops into ACW. The Interaction remains active, but the Recording service may have already marked the Recording as stopped. Calling StopRecording again causes the Conflict. WEM adherence tracking depends on accurate Recording data, so you must handle the State check. We see this often in Pacific timezone deployments where network latency affects the State sync. Network latency is the usual suspect. The System is protecting you from a double-stop event. The RecordingId must be valid before you call the endpoint.

Code Solution

Check the Recording State before issuing the Stop command. This prevents the 409 error. The SDK call must verify the State first. Don’t assume the Recording is still active just because the Agent is in ACW. We prefer WEM tools for monitoring these states, but the API works too.

const recordingDetails = await sdk.recording.getRecording({
 recordingId: startJob.id
});

// Only stop if the Recording State is not already final
if (recordingDetails.state !== 'stopped' && recordingDetails.state !== 'error') {
 await sdk.recording.stopRecording({
 recordingId: startJob.id
 });
} else {
 console.warn('Recording already stopped or errored. Skipping StopRecording call.');
}

Error Context

The 409 response indicates a State Mismatch. It’s common when the Agent state changes faster than the Recording service updates. The API expects the Recording to be in a ‘recording’ or ‘paused’ State. If the State is ‘stopped’, the request fails. This happens frequently in custom desktops where the UI state lags behind the API state. You can’t force a stop on a finished Recording. The API throws the error to prevent data corruption. The Configuration must match the expected State.

Question

Are you using the correct OAuth Scopes for Recording Control? The Scope must include recording:control. Also, does your WEM Integration require the Recording to be fully committed before the ACW timer starts? The Adherence engine might flag this as a gap. Check your Routing settings too. The Service Level metrics might drop if the Recording fails.

3

The suggestion above nailed the root cause. The backend state machine flips the recording status to STOPPED the moment the call enters After Call Work, so your SDK call hits a wall. You can’t just fire and forget the stop command.

Problem
You’re racing the server. By the time your custom desktop triggers the stop, the Interaction has already transitioned.

Code
Wrap your stop call in a status check or a try-catch to swallow the Conflict. Here’s a safer pattern using the SDK:

try {
 const recording = await sdk.recording.getRecording({ recordingId: startJob.id });
 if (recording.status === 'active') {
 await sdk.recording.stopRecording({ recordingId: startJob.id });
 }
} catch (err) {
 // Ignore 409 if it's already stopped
 if (err.status !== 409) throw err;
}

Error
The API Endpoint returns that 409 because the Recording ID is already in a terminal state.

Question
Are you polling the status or relying on a WebSocket event to trigger this stop?

4

The 409 hits because the state machine is tighter than a RAID rebuild. If the media path cuts, the Edge server sees a hard stop. Don’t retry or you’ll corrupt the metadata like a bad flash. Toggle local_media_survival off. Check this community post on failover. [Screenshot].

5 
const recordingApi = new platformClient.RecordingApi();
const statusCheck = await recordingApi.getRecording(recordingId);
if (statusCheck.body.mediaStatus !== 'STOPPED') {
 await recordingApi.postRecordingStopRecording(recordingId, { reason: 'AGENT_REQUEST' });
}

You’re firing the stop command blind. The platform already flips the MEDIA_STATUS the second the agent drops into ACW. Hitting the endpoint again without verifying that flag just triggers the 409. Make sure your RECORDING_POLICY has AUTOMATIC_STOP toggled on. Leaving it manual forces the Interaction to bleed through the After Call Work phase. The Recording service just waits. Nothing happens until you manually poke it.

Check your OAUTH_SCOPE setup next. You’ll need recording:write and interaction:read on the same token. Dropping one of those turns a normal state change into a silent failure that looks identical to a conflict. I’ve watched teams burn a whole sprint on this when it’s just a missing scope in the CLIENT_CREDENTIALS flow. Verify the scope matrix before you add more retry logic.