Looking for advice on integrating screen recording metadata with our Genesys Cloud Analytics. We manage 15 BYOC trunks in the Asia/Singapore region, and while standard call recordings are capturing fine, the screen recording endpoints are returning inconsistent results for agents handling these specific routes.
The issue appears when an agent answers a call routed through our primary Singapore SIP trunk. The GET /api/v2/recordings/screen-recordings endpoint returns a 200 OK but the body contains an empty array, even though the agent was active on the desktop. This does not happen for calls routed via standard Genesys Cloud PSTN.
We are using the Genesys Cloud SDK v2.52 in Python. The screen recording service is enabled in the organization settings, and agents have the correct permissions. The SIP registration logs show stable connectivity with no jitter or packet loss during the test calls.
Here is the payload structure we are inspecting from the response:
{
"pageSize": 25,
"pageNumber": 1,
"total": 0,
"links": {},
"entities": []
}
Is there a known limitation with BYOC trunks and screen recording correlation in the APAC region? The call detail records show the call duration correctly, but the screen session ID seems to be missing from the analytics event stream. Any insights into whether this is a configuration gap in the trunk settings or a platform bug?