Quick question about the Screen Recording API integration with our custom analytics dashboard. We are encountering a persistent 403 Forbidden error when attempting to fetch screen recording metadata for calls routed through our AP-Southeast-1 BYOC trunks. This issue is disrupting our quality assurance workflows, as we rely on these recordings for carrier-specific latency analysis and SIP registration health checks. Our environment consists of 15 BYOC trunks managed across multiple regions, with a primary focus on AP-Southeast-1 and AP-South-1. The error occurs specifically when using the /api/v2/recordings/screencaptures endpoint with the includeMetadata=true parameter. We have verified that the OAuth token possesses the necessary scopes (recording:view, analytics:view), and the same token works correctly for voice recording retrieval. The issue appears isolated to screen captures associated with outbound calls that trigger failover logic.
- Initiate an outbound call via Architect flow using a BYOC trunk in AP-Southeast-1.
- Ensure the call triggers a SIP registration timeout, forcing a failover to a secondary carrier.
- Wait for the call to complete and the screen recording to process.
- Execute a GET request to
/api/v2/recordings/screencaptureswith the recording ID. - Observe the 403 Forbidden response with the message “Access denied due to regional compliance restrictions.”
We suspect this might be related to how Genesys Cloud handles screen capture storage for calls that involve carrier failover events. The logs indicate that the recording is successfully created, but the metadata enrichment step fails. Has anyone encountered similar issues with BYOC trunks and screen recording APIs? We are currently using SDK version 1.2.4 for our Python-based analytics scripts. Any insights into whether this is a known limitation or a configuration issue on our end would be greatly appreciated. We need to resolve this to maintain our compliance reporting standards.