SIP Trunk Recording Metadata Missing in Bulk Export for Legal Hold

Voice & Telephony
1

How do I correctly to ensure SIP trunk call recordings include full metadata in bulk exports for legal discovery?

Background
We are managing a legal discovery request in the UK (Europe/London timezone) requiring complete call recordings and associated metadata from our Genesys Cloud EU-West instance. The environment uses BYOC S3 for storage. We specifically need recordings from SIP trunk connections, not digital channels, as these involve traditional voice interactions with external partners. The legal team requires strict chain of custody documentation, meaning every file must have accurate timestamps, agent IDs, and call direction details embedded in the export metadata.

Issue
When triggering a bulk export job via POST /api/v2/analytics/conversations/export, the resulting S3 objects for SIP trunk calls are missing critical metadata fields. Specifically, the agent_id and call_direction fields are null in the JSON manifest files accompanying the audio recordings. This occurs consistently for calls lasting longer than 10 minutes. The audio files themselves are present and valid, but the lack of metadata makes them unusable for the legal hold process. The export job completes with a 200 OK status, but the manifest file shows incomplete data.

Troubleshooting

  • Verified that the SIP trunk configuration in Genesys Cloud is correctly mapped to the legal hold export settings.
  • Confirmed that the S3 bucket permissions allow full read/write access for the bulk export service.
  • Tested with shorter calls (<5 minutes) and noticed the metadata is present, suggesting a potential timeout or truncation issue for longer sessions.
  • Checked the Architect flow for the SIP trunk interaction and confirmed that recording is initiated correctly via the Start Recording action.
  • Reviewed the API documentation for POST /api/v2/analytics/conversations/export but found no specific limitations regarding metadata completeness for SIP trunks.

Has anyone encountered similar issues with SIP trunk recording metadata in bulk exports? Any insights on ensuring complete metadata capture for legal hold purposes would be appreciated.