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 to the primary trunk, recordings upload successfully with full metadata. However, during a forced failover to the secondary carrier, the recordings appear in the UI but lack critical metadata fields like interactionId and agentId.
The SIP logs show successful registration and media negotiation on the secondary trunk, but the Genesys Cloud backend seems to drop the correlation between the media stream and the interaction context. This results in incomplete data in the Quality Management reports.
Has anyone encountered similar metadata loss during BYOC failover, and is there a specific configuration in the trunk settings or Architect flow that needs adjustment to preserve this data?