Need some troubleshooting help with a gap in our recording exports. We are using the Recording Export API v2 to pull data for legal discovery. The bulk export job completes successfully for standard SIP and PSTN calls, but WebRTC softphone interactions are missing critical metadata fields. Specifically, the contact.id and routing.queue.name fields are null in the JSON output for these digital channels.
Environment details:
- Genesys Cloud EU-West-1
- Python SDK 2.14.0
- S3 Integration Active
- WebRTC SDK version 1.2.0
The chain of custody requires these fields for audit trails. We have verified that the recordings exist in the platform and play correctly, but the export job strips the context. The job status returns 200 OK, but the payload is incomplete. We suspect this might be related to how the WebRTC session is tagged compared to voice calls.
Has anyone seen this behavior with softphone recordings? Is there a specific filter or parameter needed to ensure full metadata capture for WebRTC sessions in the bulk export job?