Limitations - Genesys Cloud CX EventBridge event delivery

Known limitations for Verint recording solution for Genesys Cloud CX (SBC or AudioHook) that use Amazon EventBridge and Kinesis Data Streams for event delivery. A known limitation is a feature or function that seems desirable, but is unavailable for use because of a limited ability in our system, the external system, or both. Whenever possible, we provide a workaround.

Secure Pause unavailable for EventBridge-based CTI integrations

Impact: Audio and screen masking (Secure Pause) cannot be invoked during recording.
Cause: EventBridge delivery path does not provide the Secure Pause event payload required by Verint EDM.
Workaround: If you require Secure Pause, use the Genesys Cloud CX API Adapter for event delivery. However, this method can result in missed recordings during WebSocket scaling in Genesys Cloud.

Conference metadata not fully captured in EventBridge-based CTI integrations

Impact: Conference count and hold-time tags may be incomplete.
Cause: EventBridge routing does not provide the full set of conference-related CTI events.
Workaround: Use the Genesys Cloud CX API Adapter for event delivery when complete conferencing metadata is required.