Recording Metadata Not Accounting for Suppressed IVR Segments

[rwarsnak]

Hello Forum:

We're requesting a recording where the flow is configured to suppress when the call is in IVR (documentation here).
The IVR segment is being suppressed from the recording. However, the metadata returned from the API request doesn't not account for this in the startTime and endTime - which seems to still include the suppressed segment(s).
The result is recording audio file with a significantly different (shorter) duration that what's indicated by the GET recording response.
For example, the GET recording response includes...
"startTime": "2023-08-30T07:13:22.000Z",
"endTime": "2023-08-30T07:18:44.000Z",
...indicating a 5 min 22 sec recording.
However, the actual downloaded recording file is only 4 min 10 sec.

Is this expected? If so, is there some other property in the response of this or another API request that would indicate what's been suppressed from the audio recording?

Cheers,
Rich W.

[mathiasvandepol]

I bumped into this issue today as we are experiencing the same. Recordings are often shorter than the actual call length and it seems impossible to know which part is missing.

Any help is much appreciated

[mathiasvandepol]

@rwarsnak I've got into contact with Purecloud support and they mentioned me that there are "Secure Pauses" which cause the recording to be paused.

You can get these from the conversation's annotations https://developer.genesys.cloud/analyticsdatamanagement/recording/#get-api-v2-conversations--conversationId--recordings--recordingId--annotations

"annotations": [
        {
            "id": "85aaca5b-33d2-4b46-af7a-4849884fsfsadf",
            "type": "Pause",
            "location": 20260,
            "durationMs": 6040,
            "absoluteLocation": 19860,
            "absoluteDurationMs": 7840,
            "recordingLocation": 20260,
            "recordingDurationMs": 0,
            "description": "Secure Pause",
            "reason": "SecurePause",
            "realtimeLocation": 19913
        }

[rwarsnak]

Hi @mathiasvandepol !
Thanks! Your timing is amazing as we started looking at this possibility only yesterday.

We're now looking for some confirmation that

1. we can safely assume any type "Pause" annotation means the downloaded recording will be shorter than (endTime - startTime)
2. we could insert "silence" or matching duration at the indicated location to the downloaded recording to restore it to the indicated duration

Will update with any new details we receive. Cheers!