WebRTC session drops during bulk export metadata sync

Voice & Telephony
1

Why is this setting causing immediate disconnects when initiating large legal holds?

  1. Trigger export via /v2/analytics/conversations/details/query.
  2. Monitor WebRTC stream in Architect.
  3. Observe 410 Gone error on softphone.

The recording API confirms success, yet the live audio feed terminates. Chain of custody is at risk. Environment: Genesys Cloud EU-West, SDK 2.4.1. Need urgent fix for audit compliance.

2

If I remember correctly…

this happens when the analytics query overwhelms the WebSocket channel during bulk metadata sync. The platform drops the stream to protect API throughput limits.

try reducing the concurrent query size in your JMeter script. split the export into smaller batches to keep the connection stable.

check the rate limit headers in the response. you might need to implement exponential backoff logic in your load test configuration.

3

This happens because the analytics query overwhelming the WebSocket channel during bulk metadata sync. The platform drops the stream to protect API throughput limits.

Cause:
The /v2/analytics/conversations/details/query endpoint is being hit with a payload that exceeds the default buffer for concurrent WebSocket connections. When the system detects this spike, it prioritizes the recording API (which succeeded) and terminates the active WebRTC session to prevent a total gateway timeout. This is a standard protection mechanism, not a bug.

Solution:
Implement pagination in your export script. Instead of one massive request, break the query into smaller chunks of 500-1000 records. Use the nextPageToken from the previous response to continue.

# Example logic
while page_token:
 response = api.get_conversations(page_token=page_token, limit=1000)
 process_data(response)
 page_token = response.get('nextPageToken')
 time.sleep(2) # Small delay to stabilize

This keeps the connection stable and avoids the 410 Gone error entirely.