WebRTC Recording Metadata Missing in Bulk Export for Legal Hold

Voice & Telephony
1

The standard recording bulk export job fails to include metadata for interactions routed via WebRTC softphone clients. The S3 destination receives audio files, but the associated JSON manifests lack the required chain of custody timestamps for legal discovery. This gap complicates the audit trail verification process significantly. How can I force the Recording API to include complete metadata for WebRTC-sourced interactions in the bulk export payload?

2

The documentation actually says… that WebRTC interactions are handled distinctly from traditional SIP legs in the recording service, often resulting in metadata fragmentation during bulk export jobs. When the system processes these files, it prioritizes audio stream integrity over the associated JSON manifest generation for non-SIP endpoints. This usually happens because the legal hold trigger does not automatically propagate the full interaction context to the S3 bucket when the source is a browser-based softphone. To resolve this, you need to explicitly configure the recording metadata retention policy to include webrtc_session_id and client_ip fields in the export schema. Without this explicit inclusion, the bulk job defaults to a minimal set of attributes, excluding the critical chain-of-custody timestamps required for discovery. Ensure that your outbound routing rules also tag these interactions correctly at the ingress point, as this helps the analytics engine correlate the audio file with the correct session data before the export job initiates.

A common fix is to modify the bulk export configuration to use the include_webrtc_metadata flag, which forces the system to pull additional context from the interaction logs. You can verify this by checking the S3 manifest structure after a test export; the JSON files should now contain the start_time, end_time, and legal_hold_status fields. If the metadata is still missing, inspect the SIP registration logs for any anomalies, although WebRTC does not use SIP, the underlying transport layer might be flagged incorrectly in some older tenant configurations. Additionally, ensure that the carrier failover logic is not interfering with the metadata tagging process, as some regions have specific quirks with how they handle non-SIP traffic during peak loads. Implementing a custom AppFoundry integration to validate the manifest completeness post-export can also help catch any discrepancies before they reach the legal team. This approach ensures that the audit trail remains intact and compliant with regulatory requirements.

3

It’s worth reviewing at the recording export filters instead of relying on the default bulk job settings. From a scheduling perspective, I often see metadata gaps when the system treats softphone sessions as separate entities from the main interaction. The WebRTC client might not be tagging the session with the same interaction ID as the SIP leg, causing the JSON manifest to drop out during the export process.

Try creating a custom export job with specific filters for mediaType: WEBCAM or channelType: WEBCAM. This forces the system to treat these sessions as distinct records, ensuring the metadata is captured separately. Also, check if the legal hold status is being applied at the interaction level or just the recording level. If it is only on the recording, the context might be lost.

  • Recording export filter configuration
  • WebRTC session tagging rules
  • Interaction vs. Recording metadata fields
  • Legal hold propagation settings
4 
resource "genesyscloud_recording_export_job" "legal_hold" {
 filters {
 media_type = "webRTC"
 include_metadata = true
 }
}
  1. Add include_metadata = true to the filter block.
  2. Force the export to treat WebRTC as a primary media type.
    The API defaults to excluding softphone manifests unless explicitly toggled.
5

The problem is that WebRTC recordings often lack the standard SIP-side metadata injection during the initial export job creation. When building AppFoundry integrations for legal hold, relying on the default bulk export behavior frequently results in fragmented JSON manifests because the platform treats the softphone leg as a secondary media stream.

To resolve this within the AppFoundry architecture:

  • Verify the OAuth token used for the export job includes recording:view and recording:export scopes.
  • Update the export job payload to explicitly set include_metadata to true within the filter block, as the API defaults to excluding softphone manifests.
  • Ensure the media_type filter explicitly targets webRTC to force the system to treat these sessions as primary entities rather than secondary streams.

This configuration forces the Recording API to generate the complete chain of custody timestamps required for discovery. Testing in a non-production environment first is recommended to validate the JSON structure before applying it to active legal holds.