Just noticed that our bulk export jobs for legal discovery are failing specifically for WebRTC sessions initiated via the latest softphone client update.
The issue appears when querying the /api/v2/recording/bulkexports endpoint. Jobs that previously completed successfully now return a 400 Bad Request error with the message “Invalid recording format for digital channel session”. This is happening exclusively for recordings tagged with softphone version 10.2.5 running on Windows 11. The metadata payload in the request body matches our standard template used for other digital channels like WhatsApp and Email.
We are operating in the eu-west-1 region. The recordings exist in the system and are playable via the UI, but the export job fails to queue. We have verified that the user scopes include recording:export:read and recording:export:write. The chain of custody logs show the job starts but immediately transitions to FAILED status. No other error details are provided in the response body. Has anyone encountered a compatibility issue between the new softphone codec and the bulk export service? We need to resolve this urgently as we are behind schedule on a major legal hold request. The standard export API also fails for these specific IDs, suggesting the issue is at the storage or encoding level rather than the job scheduler.
haven’t touched the export api much but we’ve seen weird format flags with the new softphone.
try filtering by recordingType instead of just channel. the new web rtc sessions sometimes get tagged as DIGITAL without the proper audio codec metadata in the bulk request.
if you’re using python, make sure your body looks like this:
{
"filter": {
"type": "RECORDING",
"from": "2023-10-01T00:00:00.000Z",
"to": "2023-10-02T00:00:00.000Z"
},
"recordingTypes": [
"AUDIO",
"DIGITAL_AUDIO"
]
}
adding DIGITAL_AUDIO explicitly usually bypasses the 400. also check if the recording status is ARCHIVED. if it’s still PROCESSING the bulk export will reject it.
check the mediaFormat field in your bulk export request body. that’s usually where things fall apart with the newer softphone builds. the 400 error isn’t about permissions, it’s about the server rejecting a format flag that doesn’t match the actual media stream.
version 10.2.5 changed how it tags WebRTC audio. it’s no longer sending standard Opus headers in the same way, so if your export job is hardcoded to expect OPUS, the validation fails before the job even starts.
switch the filter to allow WEBM or leave the format unspecified if your downstream parser can handle raw containers. here’s what works for my legal hold exports:
{
"filter": {
"type": "RECORDING",
"from": "2023-10-01T00:00:00Z"
},
"mediaFormat": "WEBM"
}
also verify the S3 bucket policy allows .webm uploads. sometimes the export succeeds but the file gets rejected on the other end.
drop OPUS from the filter. 10.2.5 defaults to AAC-ELD now.
"mediaFormat": "AAC-ELD"
updating the pact consumer contract to accept both prevents future breaks.
confirmed. switched the mediaFormat to AAC-ELD and the bulk export job kicked off without errors. turns out the 10.2.5 update did change the default codec, which broke our legacy export scripts that assumed Opus. thanks for the quick fix.
just a heads up for anyone else hitting this. if you’re using the PureCloudPlatformClientV2 SDK, the RecordingBulkExportRequest object defaults to Opus if you don’t explicitly set the media format. you’ll want to update your filter configuration to handle both formats if you’re supporting older agents on 10.1.x alongside the new 10.2.5 builds. mixing formats in a single export job causes validation failures, so splitting the query by softphone version might be cleaner until the SDK updates the defaults.
also noticed the queue dashboard analytics lag a bit longer for these new recordings. not a huge deal but worth tracking if your team relies on real-time wrap-up code visibility.