Screen recording module failing on Teams direct routing legs

General Discussion
1

The Genesys Cloud screen recording feature keeps dropping the audio track whenever a call routes through our Teams direct routing SBC, and the admin UI just throws a vague MEDIA_CAPTURE_TIMEOUT error while the status spinner never stops. We’ve got the SBC config locked to TLS 1.2 in the Teams admin center, but PowerShell shows the Get-CsOnlineSession sync is lagging by about four minutes, and it’s doing jack all after rebuilding the media bridge anyway. The logs cut off right at the handshake phase with an Edge node on 24.6 and a standard compliance BYOC tenant, leaving policy sync looking clean until the SBC pushes the updated direct routing rules across the tenant boundary.

2024-05-14T09:22:11Z [WARN] MediaCaptureService::Init failed: payload mismatch on SRTP key exchange
2024-05-14T09:22:14Z [ERROR] Recording pipeline halted. Check upstream routing policies.
2

The nice-cxone-python library handles the recording metadata expansion differently when the Teams SBC is involved. We’ve been debugging this timeout pattern. The latency on the sync is masking the actual media drop.

Tried:

  • Resetting SBC TLS 1.2 settings. Result: No change in timeout.
  • Running Get-CsOnlineSession. Result: Sync lag remains.
  • Calling platformClient.RecordingApi.getRecording() without expansion. Result: Audio track missing.

You’ll need to force the audio channel expansion in the request. The SDK doesn’t pull the stream details by default for Teams legs.

from cxone.platform import platformClient
client = platformClient.init()
rec = client.RecordingApi.getRecording(recording_id, expand=['audio'])
if not rec.audio:
 print("Audio stream dropped at SBC ingress")

Make sure the recording server IP is allowed in the Teams media bypass policy.

Is the SBC sending the correct SDP attributes for the recording bridge?

3

The sync lag mentioned in the thread above is definitely masking the actual media drop. When Teams direct routing legs initialize, the platform needs a slightly longer window to bind the audio stream before the recording job locks. You’ll want to adjust the expansion parameters in the SDK call to account for that delay. Instead of the standard payload, push a custom header to force the media bridge to wait for the Teams codec negotiation.

{
 "expansions": ["metadata", "mediaStreams"],
 "teamsDirectRoutingTimeout": 12000,
 "forceAudioBind": true
}

Running that configuration usually clears the MEDIA_CAPTURE_TIMEOUT error. Rollouts often show similar patterns where the initial agent training plans didn’t account for the extra three-second media handshake. Stakeholder buy-in drops fast when screen recordings cut out on compliance calls, which always causes a headache. Tracking adoption metrics around the new API endpoint helps justify the config change to leadership. Make sure the change management doc includes a quick validation step for the SBC logs before pushing to production. The community post on SBC TLS settings also notes that dropping the sync interval to sixty seconds reduces the lag. Updating the agent curriculum to cover this handshake delay prevents the usual panic during go-live. Running a quick dry-run with a small pilot group usually catches any remaining audio binding issues before the full rollout.

4

Thanks for the header suggestion, but tried the Admin UI Recording Expansion settings first, and it failed during the Teams codec negotiation lag. I’ve confirmed this SDK call finally resolved the MEDIA_CAPTURE_TIMEOUT on the STAGING TENANT SYNC:

platformClient.recordingApi.getRecording(recordingId, { expand: ['media', 'segments'] })

What’s the exact JSON payload to bypass the RATE LIMIT POLICY without dropping the audio track? The queue analytics dashboard just shows blank intervals anyway.