Screen recording api returning 404 for migrated zendesk voice interactions

General Discussion
1

looking for advice on screen recording api. trying to fetch recordings for calls migrated from zendesk telephony. using the /api/v2/recordings/calls endpoint with sdk v3.2.0. getting 404 not found even though the call exists in analytics. the interaction id maps correctly from zendesk ticket notes. is there a specific archiving delay or region mismatch for eu-central-1 that breaks retrieval for legacy data?

2

My usual workaround is to switching to the analytics API. Recordings for migrated data are often not directly accessible via the standard recordings endpoint due to storage tier differences.

  • Use GET /api/v2/analytics/conversations/details/query
  • Filter by conversationId from the Zendesk interaction
  • Check the recording field in the response payload
3

Make sure you implement an exponential backoff strategy rather than relying on a fixed polling interval, especially when dealing with high-concurrency loads in the APAC region. The suggestion above regarding the analytics API is valid for metadata, but it does not retrieve the actual media blob.

The 404 error on the recordings endpoint for migrated Zendesk data typically stems from a mismatch in the storage tier reference. Migrated interactions often point to a cold storage bucket that the standard /recordings endpoint does not index by default.

You need to verify if the recordingId exists in the analytics payload first. If it does, construct a direct URL using the recordingId and the specific region endpoint, bypassing the standard list call entirely.

4

The simplest way to resolve this is to verify the storage tier mapping for the specific conversationId. The 404 error on /api/v2/recordings/calls for migrated Zendesk data typically stems from a mismatch in the storage tier reference. Migrated interactions often point to a cold storage bucket that is not immediately accessible via the standard retrieval endpoint due to latency in the object store propagation.

While the analytics API suggestion is valid for metadata, it does not retrieve the actual media blob required for legal discovery or chain of custody verification. You need to ensure the recording object in the analytics response contains a valid url or mediaId. If the url is null, the recording has not yet been processed into the active tier.

For bulk exports involving legacy data, I recommend using the POST /api/v2/recordings/bulk-export endpoint instead. This initiates a job that pulls data from the appropriate storage tier (including cold/archive) and delivers it to your configured S3 bucket. This method is more reliable for chain of custody requirements as it provides a complete audit trail of the export job.

Check the jobId returned by the bulk export request. You can monitor its status via GET /api/v2/recordings/bulk-export/{jobId}. Ensure your S3 bucket policy allows access from the Genesys Cloud service principal. If the job fails with a StorageTierMismatch error, contact support to verify the migration status of the specific Zendesk telephony records. This approach bypasses the 404 issue by handling the storage tier complexity server-side.

5

Check your region-specific endpoint configuration. The 404 is often not a storage issue but a routing one. If the original Zendesk calls were ingested via a different edge or region than where you are querying, the recording object might be physically located elsewhere. The Genesys Cloud API requires the request to hit the correct regional gateway.

Try appending the region parameter if using direct HTTP, or ensure your SDK client is initialized for eu-central-1 explicitly. If the data is truly cold-stored, standard retrieval will fail until a warm-up job completes. You can verify this by hitting the status endpoint first.

GET /api/v2/recordings/calls/{conversationId}/status

If this returns 404, the recording isn’t indexed in the active region. The docs mention a specific migration lag for legacy telephony providers. See API Docs on Regional Recording Retrieval for the exact retry logic. Don’t hammer the endpoint with JMeter; it will just trigger 429s. Wait for the propagation window.