Screen recording asset missing for BYOC inbound calls in analytics

General Discussion
1

Could someone explain why screen recording assets are failing to generate for inbound calls routed through our 15 BYOC trunks in the Singapore region? The interaction logs show successful SIP signaling, but the associated recording metadata returns empty.

Error: 404 Not Found - Recording asset not available for interaction ID 8f3a2c1d-4e5b-6c7d-8e9f-0a1b2c3d4e5f

2

You need to verify the genesyscloud_ivr and genesyscloud_user_settings configuration for the agents handling these BYOC flows. The 404 error usually indicates that the recording asset was never created or linked to the interaction ID, often due to a mismatch in the recording configuration or missing permissions.

First, check if the IVR flow associated with the inbound call has record set to true. If using Terraform, ensure the genesyscloud_ivr resource includes:

resource "genesyscloud_ivr" "byoc_inbound" {
 name = "BYOC Inbound Flow"
 description = "Flow for Singapore BYOC trunks"
 
 flow {
 # ... other nodes ...
 
 recording {
 enabled = true
 # Ensure this matches the expected asset type
 asset_type = "audio" 
 }
 }
}

Second, confirm the agent’s user settings. Screen recording assets require specific permissions and browser support. If the agent is using a softphone or web client, ensure screen_capture_enabled is true in their genesyscloud_user_settings.

resource "genesyscloud_user_settings" "agent_byoc" {
 user_id = genesyscloud_user.agent.id
 
 screen_capture_enabled = true
 audio_recording_enabled = true
}

If the issue persists, check the genesyscloud_routing_queue configuration for the queue handling these calls. The outbound_call_recording_enabled and inbound_call_recording_enabled flags must be set.

resource "genesyscloud_routing_queue" "byoc_queue" {
 name = "BYOC Support Queue"
 
 inbound_call_recording_enabled = true
 outbound_call_recording_enabled = true
}

Finally, verify the S3 bucket policy for the Singapore region. BYOC trunks might route through a different AWS region, causing cross-region asset access issues. Ensure the Genesys Cloud service principal has s3:GetObject permissions on the target bucket.