Anyone know why the Screen Recording API returns a 503 Service Unavailable error when querying recordings associated with specific BYOC trunk IDs?
We are running Genesys Cloud version 23.4.2 with 15 active BYOC trunks across APAC regions. The issue occurs specifically when the outbound call flow routes through our primary carrier failover logic. Standard PSTN calls record without issue. The API endpoint /api/v2/analytics/screen-recordings/query returns success for internal calls but fails with a 503 and a generic timeout header for any recording linked to trunk IDs ending in 7201-7215. We have verified that the recordings exist in the UI. The error persists across different OAuth tokens and scopes. Is this a known limitation with BYOC metadata indexing in the analytics engine? We need to correlate these recordings with SIP registration churn metrics for our carrier SLA reports. The delay in data availability is impacting our nightly reporting jobs. Any insights on whether this is a backend indexing lag or a scope restriction would be helpful.
Yep, this is a known issue… especially for teams migrating from Zendesk where “recording” usually just meant saving a chat transcript or a static ticket update rather than handling complex media streams. In Genesys Cloud, Screen Recordings are distinct from Media Recordings, and mixing them up is a classic migration pitfall. The 503 error on analytics/screen-recordings/query when filtering by specific BYOC trunk IDs often happens because Screen Recordings are tied to the agent’s desktop session, not the telephony trunk itself. You are likely trying to filter by a telephony attribute that doesn’t exist in the screen recording schema. In Zendesk, you might have filtered by “Channel” or “Ticket Type,” but here, Screen Recordings live in interaction/screen-recordings. To fix this, stop querying screen recordings for trunk-specific issues. Instead, use analytics/media-recordings/query for voice interactions. If you specifically need screen capture data for those calls, ensure the Agent Desktop settings have “Screen Recording” enabled for the specific skill groups handling that BYOC traffic, and query using the interactionId from the voice call, not the trunk ID. The API documentation highlights that screen recordings are optional and dependent on agent client state, whereas media recordings are system-enforced. Check your User Settings > Recording to ensure screen capture isn’t disabled for those specific agents. Also, verify that the BYOC trunk configuration allows for the necessary metadata to flow back to the interaction object. It’s easy to assume Zendesk’s unified ticket view translates directly to Genesys’s separated analytics models, but the underlying data structures require this level of precision. Start by isolating the interaction ID from a successful PSTN call and compare the available filters against the failing BYOC interaction.
It’s worth reviewing at the genesyscloud_screen_recording resource constraints. BYOC trunks often bypass the standard screen capture webhook. Ensure your Terraform state includes the correct trunk_id filter. A 503 usually indicates the backend cannot map the BYOC session to a screen recording instance. Check your environment variables for GENESYS_CLOUD_REGION.