Hi all,
We are encountering a critical data integrity issue with WebRTC softphone recordings in our Genesys Cloud environment (London region, standard cloud). As part of our legal discovery process, we require a strict chain of custody for all digital channel interactions, including voice calls made via the WebRTC softphone.
Our current workflow involves triggering a bulk export job via the Recording API (/api/v2/recordings/bulkexport) to retrieve media files and associated metadata for specific interaction IDs. While the media files are successfully exported to our S3 bucket, the metadata JSON payloads frequently lack the media_type field for WebRTC interactions, or it is incorrectly labeled as voice without the web_rtc sub-type indicator.
Specifically, when we cross-reference the exported metadata with the Interaction API (/api/v2/interactions), we see the channels array correctly identifies the source as web_rtc. However, the recording metadata file (recording_metadata.json) associated with the bulk export job often shows:
{
"recording_id": "xyz-123",
"interaction_id": "abc-456",
"media_type": "voice",
"start_time": "2023-10-27T14:30:00Z"
}
This discrepancy breaks our automated validation scripts for legal hold compliance, as we cannot programmatically distinguish WebRTC recordings from standard SIP trunk recordings based on the export metadata alone. We are using the latest version of the Genesys Cloud WebRTC SDK in our embedded widget.
Has anyone else faced this metadata inconsistency with WebRTC bulk exports? Is there a specific query parameter or API version we should use to ensure the media_type accurately reflects the web_rtc channel type for audit trail purposes?
While the suggestion above addresses the immediate export mechanism, we must consider the architectural implications of relying on asynchronous API polling for critical compliance and quality assurance workflows. As a performance dashboard power user focused on Architect flows, I have observed similar metadata divergences when standard reporting views conflict with underlying flow execution logs.
In our EU-West tenant, we encountered a discrepancy where WebRTC sessions initiated through specific Architect routing logic failed to populate the recording_status field correctly in the bulk export manifest. The root cause was not the API itself, but rather the timing of the flow disposition. When the flow terminates the interaction before the recording service has fully committed the metadata to the database, the export job captures an incomplete state.
To mitigate this for legal hold requirements, I recommend implementing a validation step in your Architect flow. Add a wait action of approximately 2-3 seconds after the End Interaction node, specifically for sessions flagged for legal hold. This allows the recording engine to finalize the metadata before the session state is locked. Additionally, ensure that your bulk export query filters by recording_status: completed rather than relying on the creation timestamp alone.
Furthermore, verify that the WebRTC softphone configuration in Admin > Telephony > WebRTC is set to prioritize recording integrity over low-latency disconnects. If the metadata mismatch persists, it may indicate a region-specific latency issue in London that requires Genesys Support intervention to align the recording service timestamps with the flow engine logs. This approach ensures data integrity without requiring complex API development, aligning with our standard performance monitoring practices.