Stuck on missing screen recording metadata in the /api/v2/analytics/interactions/query response for calls routed through our Singapore BYOC trunks. The recordings exist in the media store, but the JSON payload lacks the recording_id field entirely.
SIP registration is stable, and the carrier is not dropping packets. Is this a known limitation with BYOC trunks in the APAC region, or do I need to adjust the outbound routing configuration to force metadata capture?
Make sure you verify the recording configuration within the BYOC trunk settings, as this is the most common culprit for missing metadata. When migrating from Zendesk, it is easy to assume that because the media file exists, the system automatically links it. However, Genesys Cloud handles interaction recording differently than Zendesk’s static file attachments. In Zendesk, you might just upload a file to a ticket, but in Genesys Cloud, the platform must explicitly capture the recording reference during the call flow. Check your Outbound Routing configuration and ensure that the Recording toggle is set to “All” or “Selected” for the specific trunk group. If this is disabled, the media might still be stored by the carrier or a third-party service, but the Genesys Cloud analytics engine will not generate the recording_id in the interaction object.
Another critical step is to validate the Media Store integration. In Zendesk, attachments are often stored directly within the ticket database, whereas Genesys Cloud uses a separate Media Store service. If your BYOC trunk is configured to use an external media provider without proper metadata synchronization, the analytics query will return the interaction details but omit the recording link. Try running a simple query against the /api/v2/recordings endpoint using the interaction ID to see if the recording exists there. If it does, the issue is likely a delay in indexing or a missing permission on the user account querying the analytics API. Ensure the user has View recordings permissions in the admin console. This separation of concerns is a key difference from Zendesk’s unified ticket view, so always double-check the recording policy applied to the specific trunk and the agent permissions for accessing media metadata.