SIP Trunk Recording Export Missing Metadata

Voice & Telephony
1

Why does this setting in the telephony provider config cause bulk exports to strip SIP headers from the call recording metadata? The api/v2/bulkexport/jobs endpoint returns the job as complete, but the S3 bucket files lack the required chain of custody fields for legal discovery. Environment: Genesys Cloud v2.0, S3 Integration v1.4.

2

It depends, but generally… this behavior stems from how the bulk export service handles media metadata versus signaling data. The api/v2/bulkexport/jobs endpoint is designed for media file retrieval, not full CDR reconstruction. When you request recording exports, the system prioritizes the audio stream integrity. SIP headers are often stripped to reduce payload size and avoid PII exposure in the raw media context, unless explicitly mapped through a custom data action or webhook integration.

To retain the chain of custody fields, you need to decouple the media export from the metadata retrieval. Instead of relying solely on the bulk export job’s default output, implement a secondary data action that queries the api/v2/recordings/media/{mediaId} endpoint immediately after the export job completes. This specific endpoint returns the full metadata object, including sipHeaders and externalId.

Here is the recommended flow:

  1. Trigger the bulk export job.
  2. On job completion, use a webhook to trigger a ServiceNow Data Action.
  3. In the Data Action, make a GET request to the media endpoint using the mediaId from the export job result.
  4. Parse the response JSON to extract the sipHeaders array.
  5. Append this data to your ServiceNow incident or case record before finalizing the S3 upload metadata.

Refer to the documentation on Recording Media Metadata Retrieval for the exact schema. Note that sipHeaders may be null if the call did not traverse a SIP trunk or if the provider configuration masks them. Ensure your telephony provider config has preserveSipHeaders set to true in the advanced settings. This approach ensures legal discovery requirements are met without overloading the bulk export service with unnecessary signaling data.