Stuck on a discrepancy between live SIP trunk recordings and the bulk export job results for legal discovery requests. The environment is EU-West (London) running Genesys Cloud CX 2024.2. We are using SDK version 2.4 for the integration with our S3 BYOC bucket. The issue specifically affects voice channels routed through our primary SIP trunk, while digital channels like Web Chat remain unaffected.
The bulk export job initiates correctly via the Architect flow, targeting interactions tagged with a specific legal hold case number. However, upon completion, the resulting CSV manifest and associated audio files in the S3 bucket lack critical metadata fields. Specifically, the call_direction and trunk_id fields are null in the export CSV, even though these fields are populated correctly in the Genesys Cloud web interface under the recordings tab. This breaks our chain of custody validation process, as we require the trunk ID to verify the source of the call for legal compliance.
We have verified the SIP trunk configuration in Admin, and the record_calls setting is enabled with record_both_legs active. The individual recording API calls return the correct metadata. The problem appears isolated to the batch processing logic of the bulk export feature. We attempted to add a custom data action to force a metadata refresh before the export, but the job still fails to capture the trunk details.
Is there a known limitation with SIP trunk metadata propagation in bulk exports for the 2024.2 release? Or is there a specific configuration in the Architect flow that needs to be adjusted to ensure these fields are included in the final export payload? Any insight into why the live view differs from the export view would be appreciated. We need to resolve this before our next audit cycle.