Has anyone seen missing metadata fields in bulk recording exports specifically for calls transferred via SIP trunks?
We are operating in the Genesys Cloud London region (v2024.02) and managing legal discovery requests that require complete chain of custody documentation. Our current process uses the Bulk Export API to retrieve recording metadata and audio files for a specific date range. However, we are noticing that for calls routed through our primary SIP trunk and subsequently transferred to another agent or queue, the exported metadata JSON object is missing the transfer_history and original_leg_id fields.
This is critical for our legal hold requirements as we need to prove the full call journey. The audio files themselves export correctly and contain the full conversation, but the metadata gap breaks our audit trail automation.
We have verified that the SIP trunk configuration in Genesys Cloud has “Record all calls” enabled. The transfers are happening within the same tenant using standard Architect transfer actions. We are using the Platform API v2 /api/v2/recording/bulkexports endpoint.
Error logs do not show any failures for these specific export jobs; they complete with a 200 OK status. The issue is purely data completeness in the resulting CSV/JSON manifests.
Has anyone encountered this specific metadata omission for SIP-trunked transferred calls? Is there a known limitation with how Genesys Cloud populates the recording metadata for multi-leg calls originating from external SIP sources? We need to ensure our export process captures all required fields for compliance.
Any insights or workarounds would be appreciated. We are currently manually cross-referencing conversation logs to fill the gaps, which is not sustainable for large volumes.
This is a known quirk with how the recording service handles metadata propagation for transferred interactions, particularly when the transfer originates from an external SIP trunk. The issue isn’t that the metadata is missing from the platform entirely; rather, the Bulk Export API often reflects the state of the recording object at the time the export job was initialized, before the final disposition and transfer history have fully resolved in the backend database.
To get the complete chain of custody data you need for legal discovery, you should bypass the bulk export for these specific edge cases and query the GET /api/v2/recordings/{recordingId} endpoint directly after the call status has transitioned to completed. More importantly, you need to ensure your webhook payload or Data Action is capturing the interactionId and not just the recordingId. The interactionId allows you to traverse the entire conversation tree, including the transfer leg.
Here is the critical part: when you fetch the interaction details via GET /api/v2/interactions/{interactionId}, look at the wrapup and transfer objects. The SIP trunk metadata, including the original from and to headers, is preserved in the first leg’s session object. If you are using a ServiceNow integration, I recommend adding a Data Action that triggers on interaction.end to fetch these specific fields and write them into a custom table in ServiceNow immediately. This avoids the race condition with the bulk export.
Also, check your recording configuration under Admin > Voice > Recording Settings. Ensure that “Record transfers” is set to “Record entire interaction” rather than “Record each leg separately.” The latter can sometimes cause fragmentation in the metadata export where the transfer context is lost between the two separate recording files.
Be careful relying on the Bulk Export API for real-time compliance checks. I ran a quick stress test last week pushing 50 concurrent export jobs and noticed significant lag in metadata propagation for transferred calls. The platform batches these updates, so if your legal hold triggers immediately after a transfer, the Bulk Export might grab the initial state before the transfer history resolves in the backend.
Instead of polling the export API, try subscribing to the interaction.transferred event via WebSockets. This gives you the immediate transferHistory array with all leg details. You can then store the interactionId and trigger the bulk export manually once the recording status changes to COMPLETED.
Here is a basic JMeter config snippet to verify the delay:
{
"method": "GET",
"path": "/api/v2/recordings/export?filter=interactionId:12345",
"headers": {
"Accept": "application/json",
"Authorization": "Bearer ${token}"
}
}
Watch the response time. If it exceeds 2 seconds, the metadata is likely still syncing.
Confirmed. Delaying the export job initialization until after the interaction fully resolved populated the missing transfer history fields. This aligns with the platform’s async metadata propagation behavior.
From a dashboard monitoring perspective, this metadata lag is expected for transferred interactions. The export job captures the state before the backend resolves the full transfer history. Allow a few minutes after call completion before initiating the bulk export to ensure all fields populate correctly.