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Dec 4, 2017

Cisco Finesse Cannot Authenticate With The Notification Service

I love waking up in the morning extra early, and hearing the lovely sound of my IM client at my computer (I work from home). It usually means that something is broken for someone. Well, this morning was no different. I got a message from one of my company's client support folks saying that she couldn't get into the Cisco Finesse phone queue, and that she was getting an error saying that it failed to load workflows.

When I tried logging in myself, I was greeted with a much different message. I got a message saying:

Cisco Finesse
Cannot authenticate with the notification service. There may be a configuration mismatch. Please contact your administrator.


Well shit... That's no good...

Anyway, I decided to try logging into Cisco Unified CCX Administration. When I logged in there I was greeted with a different message. This one said:

The Cisco JTAPI Client versions are inconsistent. Please go to Cisco JTAPI Resync in the Unified CM Telephony Subsystem to install the Cisco JTAPI Client.


Well shit... That's no good...

So I decided to follow instructions. From within Cisco Unified CCX Administration I went to Subsystem > Cisco Unified CM Telephony > Cisco JTAPI Resync. Then clicked OK when prompted.


After that I got another message saying:

For changes to take effect, please restart the Cisco Unified CCX Engine.

In order to do that, I had to go into Cisco Unified CCX Serviceability. Once in there I had to browse to Tools > Control Center - Network Services.


Once in there I had to find Cisco Unified CCX Engine service and restart it. Once that was done, I restarted the Cisco Finesse Tomcat service as well. After that users were able to login to the call queues again!

Did this post help you out? Let us know in the comments!



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