Genesys Cloud - Main

Hi Community! 

Just new here I would like to check the possible reasons why an interaction does not have a generated PCAP log. Upon initial investigation, it appears that the call did not traverse the trunk.

Please note that this is not an internal call.

Thanks in advance for your inputs

Genesys Cloud Voice (GCV) Trunks don't allow for PCAP files, only for BYOC Cloud or Premise trunks.  .  Also, for BYOC Premises, you must enable the Conversation Headers setting on the trunk. If this setting is disabled, the capture can't be queried by conversation ID.  For more information, see External trunk settings.