Troubleshooting Cisco Webex Calling Service App Authorizations

How to troubleshoot User Sync, Presence and Call Analytics Service Apps Authorizations

If the authorization procedure for Imagicle apps fails, then you can verify the actual Imagicle Service Applications on Webex Control Hub ⇒ Apps ⇒ Service Apps and locate Imagicle apps by ServiceApp ID:

If you click on any of above integration, you can make sure the "Authorised" switch is correctly set. See below:

How to troubleshoot Webex Integration Authorizations

If the authorization procedure for Imagicle integrations fails, then you can verify the actual Imagicle integrations on Webex Control Hub ⇒ Apps ⇒ Integrations and locate them by Integration ID:

Please make sure their status are set to "Enabled". See below sample:

If the integration is disabled, you get this error message: "Your administrator denied access to the Integration you selected. We captured your request and will let them know.”. See below sample:

Admin User Authorizer

The authorization process involves a Full Admin user from the customer which, through own Webex account, authorizes Imagicle Call Control Integration. This user should never disable presence status sharing. The authorizations may automatically expire as soon as the authorizing user changes own password. Once the authorization is removed, UCX Cloud Suite won't be able to retrieve CTI events. To recover the feature, a new authorization process must be executed. 

This limitation does not apply if the authorizing user logs in Webex leveraging SSO using an external identity provider.

If SSO in not enable, a user password by default expires after five years, as per the documentation (and an admin user can be created without requiring additional licenses).

This limitation is related to the authentication flow implemented by Webex, namely OAuth2 Authorization Code flow, that implies impersonating a user while accessing the Webex APIs. We are working with Cisco to remove this limitation.

The token is invalidated also in these two cases:

• Authorizing Webex user is deactivated
• Full Admin privileges are removed from the authorizing Webex user