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 Engagement" window, the widget defined is not loading, instead all you see is "Awaiting Notifications"
• or, the 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/wrong configuration

• Ensure the following points are checked
• the widget can be reached externally (without integration)
• there is no other error preventing the widget from loading, as described in KBA 3164768
• If telephone icon is missing when using SSO, but it can be seen when SSO s deactivated, then contact the support service of your Corporate Identity Provider (IdP)
• check the corresponding scoping for:
• Live Activity scoping
1. go to Business Configuration  
2. Implementation Projects and select your project and navigate to Edit Project Scope  
3. under "Questions", navigate to  Service -> Customer Care -> Service Request Management -> Computer Telephony Integration for SAP Cloud for Customer
4. then select the scoping question: Do you want to support Computer Telephony Integration (CTI)?
5. While still in scoping, go to Questions -> Sales  -> Account and Activity Management -> Activity Management and select the following scoping questions:
   • Do you record phone calls?
   • Do you record chat activities?
   • Do you want to record messaging activities?
• Agent Desktop/Service Agent Console (see "Enable Agent Desktop")
• Finally, ensure 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
• For Live Activity:
  
• For Agent Desktop:
  
4. Add the work center to existing roles, or create a new role that includes the work center. These steps can also be performed at the individual user level.
5. Activate any new roles and update all user rights
6. Save your entries

IMPORTANT NOTE:

• 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 (Agent Desktop or Live Activity scenarios must be used in the same tenant).

• 3418866 - Removal of Third-Party Cookies in Google Chrome and Microsoft Edge Browser
• 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, Unexpected token '<', SAML2, Identity Provider, IdP , KBA , telephony icon , LOD-CRM-LA , Live Activity , Problem