Chat conversation recordings not found in API sometimes

Platform API Python SDK
1

Hi,

We extract Chat transcripts using the Python SDK for the chat conversations happened the previous day. At times, API returns an error saying that the recording is not found (the extract job runs at 6 AM EST, trying to extract the messages for the previous day). The same recordings are successfully extracted a few hours later when the script is rerun. What could cause this issue? The business is uncomfortable in getting this error though the conversation is retrieved in the rerun. How do we avoid this?

Sample recordings
Conversation ID: 1b8d3079-42b8-4465-bd5e-15ee06335cc4. Correlation ID: da41af80-2867-4b92-b976-a28c89d62f8b. Recording API Failed, Reason: Not Found
Conversation ID: dc705a9c-8ed8-4adf-87ee-6abe8265c1f9. Correlation ID: b82a4197-4e85-408f-b7f2-2eda7197c04b. Recording API Failed, Reason: Not Found

Thanks,
Kathir

2

Please open a case with PureCloud Care. The recordings API returning 404 when there are recordings is a bug and needs to be handled by Care.

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