Screen Recording API 403 on BYOC Trunk Sessions

General Discussion
1

Looking for advice on why GET /api/v2/recordings returns 403 Forbidden for calls routed through our SG1 BYOC trunk, despite the integration user having full Admin privileges. The standard SIP trunks work fine, but the BYOC traffic is consistently blocked.

  • Verified the OAuth token contains recording:view and recording:playback scopes.
  • Confirmed the BYOC trunk registration is active and healthy in the Genesys Cloud UI.
2

The way I solve this is by checking if the byoc trunk is missing the specific recording consent header, as gen sometimes blocks api access for non-consented media streams regardless of admin scope. try adding the consent flag to your sip invite.

3

Ah, yeah, this is a known issue… especially when migrating from Zendesk’s simpler phone system settings where recording consent was often implicit or handled at the ticket level. In Genesys Cloud, the BYOC architecture treats media streams differently, and the API layer enforces stricter boundaries than standard SIP trunks.

Cause:
The 403 error here isn’t just about OAuth scopes. It’s likely because the BYOC trunk lacks the specific recording:consent capability tag in the Admin UI. Zendesk didn’t require explicit consent flags in the same way, so this is often overlooked during migration. Without this tag, Genesys Cloud assumes the BYOC provider handles recording compliance externally, and thus blocks API access to those recordings to prevent data leakage violations.

Solution:

  1. Go to Admin > Telephony > Phone System > Trunks.
  2. Select your SG1 BYOC trunk.
  3. Check the “Capabilities” tab. Ensure recording:consent and analytics:byoc are both enabled.
  4. If you are using custom SIP headers for consent, ensure they match Genesys Cloud’s expected format (X-Genesys-Recording-Consent: true).

Here is a quick cURL test to verify if the trunk is now exposing recordings:

curl -X GET "https://api.us.genesyscloud.com/v2/recordings?filter=trunkId:YOUR_TRUNK_ID" \
 -H "Authorization: Bearer YOUR_TOKEN"

If the trunk still returns empty or 403 after enabling the capability, try forcing a re-registration of the BYOC endpoint. This usually flushes the stale permission cache. Zendesk users often forget that Genesys Cloud’s BYOC model requires explicit capability tagging for every feature, unlike the monolithic setup in Zendesk Talk. This small config change should resolve the API block immediately.

4

Take a look at at the flow configuration rather than the trunk headers.

  • Verify the “Record conversation” block is explicitly enabled in the Architect flow.
  • Ensure the flow does not bypass recording logic for BYOC media streams.