We are seeing intermittent gaps in audio recordings for SIP trunk interactions when the primary media server experiences a failover. The specific issue occurs during the handoff window, where the call continues but the recording stream drops for approximately 15-20 seconds before reconnecting. This creates a chain of custody issue for our legal discovery requests, as we require complete, unbroken audio files for compliance audits.
The environment is using Genesys Cloud with a dedicated BYOC edge deployment in Europe/London. We are capturing recordings via the standard S3 integration configured for automatic archiving. The error logs in the interaction detail view show a “Media Server Handoff” event, but the associated recording file in S3 has a corrupted segment or a clear silence gap during that exact timeframe.
Is there a specific configuration in the SIP trunk settings or the recording policy that ensures continuous recording across media server failovers? We have checked the standard documentation but found limited details on handling recording continuity during infrastructure failover events. Any guidance on best practices for maintaining audit trail integrity in this scenario would be appreciated.
You need to implement a local recording buffer on your Session Border Controller to bridge the gap during media server failover events. Relying solely on Genesys Cloud’s cloud recording service creates a vulnerability during the 15-20 second handoff window where the RTCP stream is interrupted. The solution involves configuring your SBC, such as Fortigate or AudioCodes, to record the SIP audio locally to an SD card or local disk in real-time. This ensures that even if the cloud connection drops, the audio is captured at the edge. When the failover completes and the new media server establishes the RTP stream, the SBC can either continue local recording or upload the buffered segment. For compliance, you must then concatenate these local files with the cloud recordings. This requires a post-call script on the SBC that triggers an upload to your secure storage bucket upon call completion, tagging the file with the Call ID and Timestamp. Ensure your outbound routing rules in Genesys Cloud are set to prioritize the primary trunk, but have a secondary trunk configured with a lower priority to handle the failover. The key is to disable the “Pause Recording on Hold” feature in Genesys Cloud, as this can exacerbate the gap if the system misinterprets the failover silence as a hold state. Additionally, verify that your carrier supports DTMF in-band signaling to ensure that any IVR interactions during the failover are also captured. This approach has been effective in our Singapore region trunks where we experience intermittent latency spikes. By shifting the recording responsibility to the edge device, you eliminate the dependency on the cloud media server’s availability during critical failover transitions. This method provides a complete chain of custody for legal discovery requests, as the local recordings serve as a backup source of truth.
Check your genesyscloud_sip_trunk configuration for the media_region and failover_region settings. The suggestion to use SBC-level recording adds significant operational overhead and storage management complexity. A cleaner approach within the Genesys ecosystem is to ensure the media region failover is configured correctly in Terraform to minimize the handoff latency.
resource "genesyscloud_sip_trunk" "primary" {
name = "Primary Trunk"
description = "Main SIP Trunk"
media_region = data.genesyscloud_knowledge_region.region.id
failover_region = data.genesyscloud_knowledge_region.failover.id # Critical for recording continuity
# Ensure recording is enabled at the trunk level
recording_enabled = true
}
The 15-20 second gap often indicates that the failover_region is not explicitly set or points to a region with high latency relative to the primary. Verify that both regions support the required codec and that the health check intervals are optimized. If the gap persists, check the genesyscloud_routing_queue associated with the trunk to ensure it has the same media region configuration.