Could someone explain why specific SIP trunk recordings are appearing as silent files in our bulk export jobs?
We are processing legal discovery requests for voice interactions routed via Genesys Cloud SIP trunks. The internal monitoring shows active media streams, but the exported .wav files from the recording API are completely silent for calls lasting longer than 45 minutes. Shorter calls export correctly with full audio.
Environment details:
- Genesys Cloud v2023.10
- BYOC S3 integration for storage
- Recording API endpoint: /v2/recordings/bulkexport/jobs
The job status returns 200 OK, and the metadata indicates the recording duration matches the actual call length. However, the file size is minimal, suggesting no audio data was written to the S3 bucket. We have verified the S3 bucket policy allows all write operations, so this is not a permission issue.
Is there a known limitation with SIP trunk audio capture for long-duration calls during bulk exports? We need to maintain a strict chain of custody for these legal holds. Any insight into this media stream timeout or configuration mismatch would be appreciated.