Hi all,
We are facing a critical issue with our bulk recording exports for legal discovery purposes. Our environment is Genesys Cloud (standard cloud, not BYOC) in the London region. We use a custom SIP trunk for voice channels and require strict chain-of-custody metadata in our S3 exports.
The problem is that when we export recordings via the Bulk Export API (POST /api/v2/recording/export), the generated metadata.json files for voice interactions are missing the channelId and interactionsId fields that are present in our internal audit logs. The recordingId is present, but without the channelId, we cannot reliably map the audio file back to the specific SIP trunk leg or agent session during our legal hold reviews.
We are using the latest version of the Bulk Export job configuration. We have verified that the recordings play correctly in the Genesys UI, so the media files are intact. However, the metadata payload returned in the export job summary seems incomplete for voice channels compared to digital channels (like Web Chat), where we see full interaction context.
Is this a known limitation of the Bulk Export API for voice recordings? Or is there a specific filter or parameter we need to include in the export job definition to ensure the SIP trunk metadata is captured? We need to resolve this urgently as we have an upcoming compliance audit.
Thanks for your help.