WebRTC Export Job Fails with 403 Forbidden on S3 Upload Despite Correct IAM Policy

Voice & Telephony
1

Can anyone clarify why our bulk export jobs for WebRTC softphone interactions are failing with a 403 Forbidden error when attempting to push audio artifacts to our S3 bucket? This issue started appearing after we updated our Architect flow to handle legal hold requests for digital channels.

The environment is Genesys Cloud v2023.4. We are using the Bulk Data Export API (/api/v2/analytics/bulkdata/exports) to trigger the job. The job status moves to FAILED almost immediately. The specific error message in the job details is:

AccessDenied: Access Denied on the target S3 bucket.

We have verified the IAM policy attached to the S3 user. It includes s3:PutObject and s3:ListBucket permissions for the specific prefix /legal-hold/webrtc/. The access key and secret key configured in Genesys Cloud are correct, as we can manually upload a test file to the same bucket using AWS CLI with the same credentials.

The issue seems isolated to WebRTC recordings. SIP trunk recordings export successfully to the same bucket with the same configuration. The WebRTC audio files are generated correctly in Genesys, and we can download them individually via the API. The problem only occurs during the bulk export process.

“Ensure that the IAM user associated with the S3 bucket has write permissions for the specified prefix. The Genesys Cloud server IP ranges must also be allowed in the bucket policy if IP-based restrictions are enabled.”

We do not have IP-based restrictions on the bucket policy. The bucket policy allows all traffic from the AWS account. We are based in London (Europe/London timezone), and the S3 bucket is in eu-west-2. The Genesys Cloud instance is us-east-1. Could there be a cross-region issue or a specific permission requirement for WebRTC metadata that differs from SIP recordings?

We need to resolve this urgently as we have pending legal discovery requests. Any insights into why WebRTC exports behave differently or if there is a known bug with the current API version would be appreciated.

2

Make sure you check the S3 bucket policy for explicit s3:PutObject permissions from the Genesys Cloud IP range. A 403 usually means the IAM role is correct, but the bucket itself blocks the source. Try adding this condition to your bucket policy:

"Condition": {
 "IpAddress": {"aws:SourceIp": "52.4.0.0/14"}
}
3

The way I solve this is by verifying the bucket policy allows the specific Genesys Cloud IP ranges, not just the IAM role.

Cause: The 403 indicates the bucket policy is blocking the request despite valid credentials.
Solution: Add the aws:SourceIp condition for 52.4.0.0/14 to the S3 bucket policy as suggested above.

4

Pretty sure the 403 error often persists even after fixing the bucket policy if the underlying IAM role lacks explicit write permissions for the specific S3 prefix used by the bulk export service. The Genesys Cloud export mechanism requires precise access rights.

Check the IAM trust relationship and the attached policy for the role assumed by the export job. Ensure it includes s3:PutObject, s3:AbortMultipartUpload, and s3:ListBucket. Also, verify that the bucket does not have an encryption configuration that conflicts with the default Genesys Cloud upload behavior, such as requiring a specific KMS key that the role cannot access.

The IP range suggestion above is valid, but the IAM scope is equally critical. Here is a minimal policy snippet to verify:

{
 "Effect": "Allow",
 "Action": [
 "s3:PutObject",
 "s3:AbortMultipartUpload"
 ],
 "Resource": "arn:aws:s3:::your-bucket-name/exports/*"
}

Review these items:

  • IAM role trust relationship
  • S3 bucket encryption settings
  • Multipart upload permissions
  • IP range restrictions in bucket policy