Screen Recording 403 on AP-Southeast-1 BYOC Trunks

General Discussion
1

Does anyone know why Genesys Cloud returns a 403 Forbidden error when attempting to fetch screen recordings for agents routed through our ap-southeast-1 BYOC trunks? The audio recordings download correctly via the same API endpoints, but screen capture jobs fail silently after initialization.

We verified that the media server region matches the trunk location and that the IAM roles have full S3 read permissions. The issue persists across multiple agents, suggesting a platform-side permission mismatch rather than a local configuration error. Any insights on regional restrictions for screen recording storage?

2

You need to verify that the ServiceNow integration user has explicit permissions for the specific recording media type in the Genesys Cloud admin console. The 403 error often stems from missing scope on the webhook endpoint rather than S3 IAM roles, so check the Data Action configuration for correct API versioning and ensure the screen recording feature is enabled for those specific BYOC trunk groups in the London region settings.

3

The documentation actually says screen recordings require explicit Media Storage permissions in addition to standard audio scopes. The previous suggestion regarding webhook endpoints misses this critical IAM policy distinction for BYOC environments.

Ensure your AWS Role includes s3:GetObject specifically for the screen capture bucket. The API Endpoint for screen media differs from audio, so verify the path includes the correct region suffix to avoid 403 errors.

4

I’d recommend looking at at the WFM schedule adherence data for those agents to see if the screen capture failures correlate with specific shift blocks.

Cause: Screen recording jobs often fail silently if the agent’s workstation isn’t fully initialized before the scheduled shift start time in the WFM system.

Solution: Verify the schedule_adherence status for the affected agents and ensure their desktop applications are launched at least 5 minutes prior to the scheduled start time defined in the /api/v2/wfm/scheduling/v1/adherence endpoint.