My current config is completely failing… We are using Genesys Cloud v2023.4 in Europe/London. When exporting recordings for legal discovery via the /api/v2/recordings endpoint, specific SIP trunk sessions return a 404 Not Found error, despite showing as ‘Completed’ in the dashboard. The media channel metadata appears truncated in the initial search payload. Does the bulk export job handle fragmented media segments differently for SIP trunks compared to digital channels? We need to preserve the full audio for chain of custody.
The official documentation states that recording availability depends on successful media server ingestion, not just the SIP session state. A 404 error during export typically indicates the media file was never finalized or stored in the expected region bucket, even if the call detail record shows “Completed.”
Check the specific queue performance view for those failed interactions. Look for anomalies in the “Handle Time” or “After Call Work” metrics. If the handle time is unusually short or zero, the media stream likely terminated prematurely before the recording service could capture it. This often happens with SIP trunks that do not support proper BYE signaling or have aggressive timeout settings.
Verify the trunk configuration in the Admin console. Ensure the “Record calls” option is explicitly enabled for that specific trunk profile. Also, check if the recording retention policy might be deleting older segments faster than expected. The issue is rarely with the export API itself, but rather the underlying media lifecycle.
Make sure you verify the recordingId format in your request payload. A 404 often means the ID is malformed or the recording hasn’t fully propagated to the export bucket yet.
Try adding a short delay in your JMeter script before triggering the export. This helps avoid race conditions where the API queries the index before the media file is actually ready.