Unable to Download Transcript (Code 2807)

Contact Center
1

I’m encountering an issue when attempting to download a transcript for a call. Instead of successfully retrieving the transcript, the following error message is returned:

{"code":2807,"message":"The recording transcript does not exist."}

Has anyone else experienced this issue? Does anyone know what might be causing it or have suggestions on how to resolve it?

Any insights would be greatly appreciated. Thank you!

2

hi @serge.belov

Welcome to the forum

  1. Can the same user logon and see the transciprt?
  2. What is the request you are using to retrieve the transcript?

all the best

John

3

Hi John,

The API call we’re using relies on ClientID and ClientSecret credentials (OAuth2) rather than a user login. These credentials allow us to download call recordings.

The request is made using the transcript_url from /Recordings (
v2/contact_center/recordings) endpoint response with a bearer token header set.

4

Hey @serge.belov
thanks for reaching out!
Could you please share with us the tracking id of this request (found in the response headers of your request)?
That way I will create a support ticket on your behalf

5

Here some IDs that might be helpful:

“recording_id”: “s-eKR3WrRYiYtg3hTyllgg”,

“engagement_id”: “r3xFNWNLRz6axSpDip2w6w”,

“queue_id”: “ZWQ47ECE58E49E0F3F89E551E6C4A07011B”,

“cc_queue_id”: “74gyLOzNTu-dNReZF88jPA”

All of these are returned from /Recordings endpoint. I cannot include the entire JSON record since links are not allowed.

6

Thanks @serge.belov
I created a support ticket on your behalf. You should be getting an email from them soon
Cheers,
Elisa

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