Need some troubleshooting help with a specific discrepancy in our recording export pipeline. We are currently processing a legal discovery request that requires a complete chain of custody for all interactions, including those initiated via the WebRTC softphone. While voice calls and digital channels (WhatsApp, SMS) are exporting correctly with full metadata, the WebRTC sessions are presenting a significant issue.
The bulk export job completes successfully with a 202 Accepted status. However, upon inspection of the resulting JSON files in our S3 bucket, the recording_metadata object is either null or significantly truncated for WebRTC sessions. Specifically, the participant_id and timestamp fields, which are critical for our audit trails, are absent. This is not happening with standard PSTN calls.
Here is the environment context:
- Platform: Genesys Cloud EU-West-1
- Client: WebRTC softphone (embedded in custom portal)
- Export Method: Bulk Export API (
POST /api/v2/recording/exports) - Filter:
interaction_typeset tovoice,start_timeandend_timecovering the last 30 days.
I have verified that the recordings themselves are playable and stored correctly. The issue is strictly with the metadata payload required for legal compliance. I reviewed the documentation on recording properties:
“All voice interactions, including WebRTC, should contain standard metadata fields such as participant IDs, timestamps, and directionality in the export payload to ensure chain of custody integrity.”
This suggests the data should be present. Is there a known limitation with WebRTC metadata aggregation in the bulk export service? Or do we need to adjust the Data Action configuration to explicitly pull these fields? We are on a tight deadline for this discovery request and cannot proceed without the full audit trail. Any insights on why WebRTC is treated differently than PSTN in this context would be appreciated.