I am currently handling a very high-priority legal discovery request. I need to export several hundred calls from last year in ‘Dual-Channel’ (Stereo) format so we can perform forensic audio analysis. However, when I use the ‘Bulk Export’ tool, all the files are being delivered as mono. I have checked the ‘Recording Policy’ and ‘Dual-Channel’ is definitely enabled now. Is it possible that these older calls were recorded in mono and there is no way to ‘un-mix’ them, or am I just using the wrong export settings for legal discovery?
Hello. I manage our separate staging and production orgs. From my experience, ‘Dual-Channel’ recording is not retroactive. If the policy was set to mono when the call happened, the platform permanently mixed the two audio streams at the media gateway before saving the file to the S3 bucket. There is no ‘un-mixing’ a mono file once it’s written. We ran into this exact same problem during our staging-to-prod migration. You should check the ‘Audit Logs’ to see exactly when the ‘Dual-Channel’ toggle was flipped in your recording policy. Any calls before that date are unfortunately stuck in mono forever.
Good afternoon. To add to the previous point, even if ‘Dual-Channel’ is enabled in the policy, you must also ensure that your ‘SIP Trunk’ and ‘Edge’ configurations are set to ‘Stereo’. If your Edge is performing a ‘Mono-Mix’ before it sends the audio to the recording service, the recording policy setting won’t matter! This is a common architectural oversight. For legal discovery, you should also look into the ‘AudioHook’ API for future calls. It allows you to stream the dual-channel audio to an external vault in real-time, which is much more secure and reliable than relying on the standard bulk export tool for forensic work.
Hello from Australia! We are very excited about the legal compliance features in the APAC region! For your current mono problem, there is one last-ditch effort you can try. Check if you have ‘Voice Transcription’ enabled for those calls. The transcription engine sometimes keeps a secondary, higher-fidelity version of the audio segments in a temporary buffer. If the calls are recent enough, a Genesys support engineer might be able to help you retrieve the raw segments. But for legal discovery, you really should be using ‘Line Recording’ on your trunks as a backup. It is a brilliant way to ensure you always have the original audio regardless of the platform settings!