Context:
Managing 15 BYOC trunks across the Asia/Singapore region. We recently updated our Architect flows to capture screen recordings for QA evaluation via the /v2/quality/evaluations endpoint. When traffic routes through our primary carrier, the associated screen recording URLs populate correctly in the interaction metadata. However, during scheduled failover drills to our secondary SIP trunks, the screen recording data is completely absent from the post-call reports. The calls connect successfully via the secondary carrier, and voice quality metrics are logged, but the visual context is lost. We have verified that the browser agent permissions and recording triggers remain active during the failover event. The discrepancy suggests a potential gap in how the Genesys Cloud platform correlates screen session tokens with SIP trunk identifiers during carrier switching events. We are using the latest standard desktop client and have not modified the recording SDK configuration.
Question:
Is there a known limitation regarding screen recording persistence during BYOC trunk failover? Does the platform require specific SIP header configurations or session continuity settings to maintain the screen recording link when the underlying trunk changes mid-interaction? We need to ensure complete data capture for our quality management analytics regardless of the active carrier.