SIP Trunk Bulk Export 403 on Legal Hold Metadata

Voice & Telephony
1

Stuck on a 403 Forbidden error when triggering bulk export jobs for SIP trunk recordings via the v2/recordings/bulkexport endpoint. The job fails specifically when legal hold metadata is included in the filter, suggesting a permission mismatch on the S3 integration bucket policy rather than an API key issue.

Thanks for any insights.

2

It depends, but generally…

The 403 error on /api/v2/recordings/bulkexport when filtering for legal hold metadata usually stems from the OAuth token lacking the specific recording:view and legalhold:admin scopes, rather than an S3 bucket policy issue. The API validates permissions before attempting to write to the external storage. Ensure the service account or app token used for the bulk export has been granted the necessary roles within the Genesys Cloud admin console.

Check the scope configuration in your integration settings. If using a custom AppFoundry app, verify the token exchange request includes offline_access and the required recording scopes. The documentation outlines the exact permission matrix for bulk operations here: https://developer.genesys.cloud/api/rest/#recordings-bulk-export.

Also, confirm that the legal hold status is not conflicting with the export format. Sometimes, including legal_hold=true in the filter requires additional compliance checks that delay the job initiation, triggering a timeout if the timeout value is set too low. Adjust the request payload to explicitly define the date range and ensure the S3 bucket policy allows writes from the Genesys Cloud service principal.

3

Stuck on a 403 Forbidden error when triggering bulk export jobs for SIP trunk recordings…

This is caused by the Bulk Export API excluding custom metadata fields like x-amz-meta-legal-hold from the initial manifest generation. The system prioritizes standard recording attributes, ignoring custom headers until the final S3 upload stage. Verify the S3 bucket policy explicitly allows s3:PutObject with those specific metadata keys.

4

Have you tried…

  • Checking if your service account has the recording:view and legalhold:admin scopes? In Zendesk, we just used global admin tokens for everything, but Genesys Cloud is much stricter with granular permissions. The 403 often hits before S3 even gets involved if the API call itself is denied.
  • Verifying the S3 bucket policy allows s3:PutObject specifically for those custom metadata keys? When we migrated, we assumed AWS roles worked like Zendesk’s API tokens, which was a big mistake. Zendesk just needed the ticket ID, but here the metadata headers matter for legal holds.
  • Looking at the trust policy syntax carefully? The suggestion above covers the bucket policy, but sometimes the IAM role attached to the Genesys Cloud integration needs explicit permission to pass the metadata during the initial manifest generation. It’s easy to miss that step if you’re coming from a simpler Zendesk setup.
5

The easiest fix here is this is to verify the OAuth token scopes attached to the service account running the export job. While the S3 bucket policy might look correct, Genesys validates permissions before initiating the transfer. Ensure the token includes both recording:view and legalhold:admin scopes. Without these, the API returns a 403 immediately, preventing any interaction with the external storage layer. This is a common hurdle when moving from broad admin tokens to role-based access control.

Switching to a properly scoped token resolved the issue for us during our last compliance audit. The error message is misleading because it points toward S3, but the blockage happens at the Genesys API gateway level. Once the correct scopes are applied, the bulk export job proceeds normally, pulling the legal hold metadata without triggering permission denials. Double-check the app configuration in the Genesys Cloud admin console to ensure no recent changes stripped these specific permissions.