3208915 - Live Engagement widget does not load the widget or the telephone icon is missing

• You are using the Service Agent Console "AKA Agent Desktop" or Live Activity 
• The integration configuration has been done per documentation
• Scope and Configure Live Activity or
• Configure Service Agent Desktop
• When opening the "Live Engagements" window, the widget defined is not loading, instead all you see is "Awaiting Notifications"
• Telephony icon is missing in the UI
  

  Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.

• SAP Cloud for Customer
• SAP Cloud for Service
• SAP Cloud for Sales

1. Connect to the C4C Tenant
2. Click the "Telephone" icon (top right) 

Missing configuration

• Ensure that the widget can be reached externally (without integration)
• Ensure that there is no other error preventing the widget from loading, as described in KBA 3164768
• Make sure that the user has rights to the Agent Desktop or Live Activity work center based on the Business Role
1. Go to Administrator  -> General Settings  -> Business Roles and edit applicable business roles
2. Under Work Center and View Assignments -> Service
3. Navigate to Service Agent Desktop (ID: COD_SEOD_AGENT_QUEUE_WCF) and enable work center views by role
   
4. Add the work center to existing roles, or create a new role that includes the work center
5. Activate any new roles and update all user rights
6. Save your entries
• PS: If you have both Live Activity and Agent Desktop activated, please remove the Live Activity Work Center assignment, since this will also affect the loading. Only one must be used.

• 3150613 - Live Activity Stopped Working After Enabling Agent Desktop
• 3202051 - Running Live Activity and Agent Desktop together in the same Tenant
• 3208962 - Reverting back to use Live Activity after enabling Agent Desktop

Widget not loading, C4C, Telephony, Agent Desktop, Live Activity,. Live Engagement , KBA , telephony icon , LOD-CRM-LA , Live Activity , Problem