SAP Knowledge Base Article - Public

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

Symptom

  • You are using the Service Agent Console "AKA Agent Desktop" or Live Activity 
  • The integration configuration has been done per documentation
  • 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.

Environment

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

Reproducing the Issue

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

Cause

Missing configuration

Resolution

  • 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
        Brole2.png
      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.

    See Also

    • 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

    Keywords

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

    Product

    SAP Cloud for Customer core applications 2205