Context:
Running Genesys Cloud EU-West-1. Attempting to export call recordings from a specific SIP trunk via the Bulk Export API. The job completes but returns a 400 Bad Request for specific calls with error code RECORDING_PAYLOAD_MISSING. The metadata exists, but the audio file is not generated.
Question:
I cannot figure out why the audio payload is missing for these specific SIP trunk calls while others export correctly. Is this a known issue with the SIP codec negotiation or the S3 integration timeout?
This looks like a configuration mismatch within the Interaction Recording settings rather than a data corruption issue in the export job itself. The 400 error code RECORDING_PAYLOAD_MISSING typically indicates that the system attempted to process the metadata but could not locate the associated audio blob, which often happens when recording is not explicitly enabled for the specific trunk or channel type in question.
While the API documentation suggests that voice recordings are enabled by default for most channels, SIP trunk configurations sometimes require explicit enablement. It is crucial to verify that the “Record voice” option is checked for the specific SIP trunk in question. Additionally, ensure that the trunk is not configured with any privacy or compliance rules that might suppress recording for certain call types or numbers.
A common oversight is assuming that global recording settings apply uniformly to all inbound and outbound legs of a SIP call. If the trunk is configured for bidirectional recording but one leg fails to capture audio due to codec negotiation issues or firewall restrictions, the resulting file may be invalid or missing entirely.
To troubleshoot this, navigate to Admin > Voice > Trunks and select the affected SIP trunk. Review the “Recording” section to confirm that “Record voice” is enabled. Also, check the “Interaction Recording” settings under Admin > Voice > Settings to ensure that the recording source is correctly mapped to the trunk’s region.
For detailed guidance on configuring recording settings for SIP trunks, refer to the official documentation: https://developer.genesys.cloud/api-docs/voice/trunks/putTrunkRecordingSettings
If the settings appear correct, consider testing with a few sample calls to isolate whether the issue is consistent across all calls on the trunk or limited to specific patterns. This approach helps determine if the problem is configuration-related or tied to specific call characteristics.