What is the standard approach to ensure that SIP trunk recordings include the required chain_of_custody metadata in our bulk export jobs? We are currently using the Recording API v2 to fetch session data for legal discovery requests. The issue is specific to voice calls routed through our SIP trunks. Webchat and Messaging exports work fine, but the voice recordings lack the necessary audit trail fields.
We followed the guide on Genesys Docs but the JSON response for voice sessions only contains basic media URLs. No hash values or custody logs are present. This breaks our legal hold compliance.
Our environment:
- Genesys Cloud CX v2023.10
- Recording API v2
- Bulk export job status:
completed
- Error: None, but data is incomplete.
Is there a specific Architect flow setting or API parameter we are missing to force the inclusion of these headers for SIP traffic?
This looks like a scope misconfiguration on the API client initiating the export. The Recording API v2 requires specific permissions to access extended metadata, particularly for SIP trunk recordings which are handled differently than web-based channels. Ensure your OAuth client has the recording:read and interaction:read scopes, but more importantly, verify that the tenant-level setting for “Include chain of custody data” is enabled in the Organization settings under Compliance.
{
"scopes": [
"recording:read",
"interaction:read",
"recording:metadata:read"
]
}
If the scopes are correct, check the response headers for x-genesys-tenant to confirm the request is hitting the correct environment. Often, 401 or missing fields stem from the client being scoped to a different org or lacking the recording:metadata:read extension. From an AppFoundry partner perspective, we see this frequently when bulk export jobs use legacy tokens. Refresh the token with the expanded scopes and retry the request.