SIP Trunk Recording Metadata Missing in Bulk Export for Legal Hold

Voice & Telephony
1

Context:

We are operating in the EU-FR region with Genesys Cloud version 2024-10. We rely heavily on the Recording API for bulk export jobs to fulfill legal discovery requests. Our standard procedure involves triggering a bulk export via the /api/v2/recordings/jobs endpoint, filtering by specific interaction IDs retrieved from the Interaction API. The exported CSV files are then transferred to our secure S3 bucket for chain of custody verification. The metadata schema we expect includes recording_id, interaction_id, start_time, end_time, and media_type.

The issue arises specifically with SIP trunk recordings. While internal digital channel recordings (chat, email) export correctly with full metadata, the SIP recordings from our primary carrier are showing partial data. The interaction_id is present, but the recording_uri is null in the metadata JSON payload returned by the job status check. Furthermore, when the final CSV is generated, the media_type column is empty for these specific entries. The error log in the job details shows a generic EXPORT_FAILURE with no specific reason code, which makes debugging difficult. We have verified that the recordings exist and are playable via the web UI, so storage is not the issue. The privacy compliance settings are consistent across all trunk configurations.

Question:

Is there a known limitation or specific configuration requirement for SIP trunk metadata in bulk export jobs within the EU-FR region? We have checked the attribute schema in the Admin console, and the recording fields are mapped correctly. The Interaction API rejects unmapped custom fields, but these are standard system fields. Could this be related to the asynchronous processing delay mentioned in other threads, or is there a specific SIP trunk setting that needs to be enabled to ensure metadata propagation during the export job? Any insights on how to force a re-index or retrieve the missing recording_uri would be appreciated.

2

Check your bulk export payload configuration. The default response often excludes extended metadata fields required for legal compliance. Ensure the recordings object in your POST request explicitly includes the sip_trunk_id and recording_type fields.

{
 "recordings": [
 {
 "id": "interaction-id-here",
 "include": ["sip_trunk_id", "recording_type", "start_time"]
 }
 ]
}

The Recording API documentation specifies that optional metadata must be explicitly requested via the include array to appear in the final CSV output.