Knowlege base

Troubleshooting Cisco Webex Calling Service App Authorizations

Article ID: 979
Last updated: 18 Jul, 2024

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:

Integration

Application name

ServiceApp ID

Users Sync

Imagicle Users Synchronization Connector

Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0MzZGM2M2VhNTY4YzE5OGY5YzNhOTFlODhhZWY5NjA1YjQ5N2VkZmE2NGM4NGVkY2NlODUzNTMxZDE5ZTUyNDhm

Presence

Imagicle UCX Console Presence Connector

Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0M5MDdjYTlkZjEyNTU4NGZlYjI1NmUyNDMyMGFiOWNmZDUzOWI2NzRjODhjNGY2MWQ1ZjJjZDVmYWNmNzFhYjFh

Call Analytics

Imagicle Call Analytics

Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NkNTQwNzk0YmI2NzY1NmQ1MTM2MGE1NDg0MjUxODQ1YTVlNjE1MmFhNDg0OGVhOGZmYmJiYzQ2NWNhOGY3ZWM2

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:

Integration

Application name

Integration ID

Imagicle Onboarding

Imagicle access to Webex Org

Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0MyMTgyYTgxN2VlNzZiZDY2YjQwMGE5YWMxYWI2NTc4MTc5NzJmMGFiODE0ZGEwMWIwMTcyMWQyZTQzN2MwZTVk

ImagicleWebexIntegration

Imagicle access to Webex SSO

Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0MyODdmNzI3ZjkzZDIwNjQ0ZmQxMGE1YmQyZDNjOGI2Nzk2NDk3YmQyMWJkMjhkOTJlNTg4ZjQ3MGNlYjU0NmM0

Imagicle Call Control

Imagicle access to XSI Call Control

C143958d8c8645673914400fbf4b06fa022da2a7caeac67b5eb48d062709cf24e

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 sharingThe 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

Article ID: 979
Last updated: 18 Jul, 2024
Revision: 12
Views: 538
Print Export to PDF Subscribe Share
This article was:  
Prev   Next
How to free up space in Imagicle Server     How to Install from scratch Imagicle 2024.Spring.1 release on...