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 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.
Environment
- SAP Cloud for Customer
- SAP Cloud for Service
- SAP Cloud for Sales
Reproducing the Issue
- Connect to the C4C Tenant
- Click the "Telephone" icon (top right)
Cause
Missing configuration
Resolution
- 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
- check the corresponding scoping for:
- go to Business Configuration
- Implementation Projects and select your project and navigate to Edit Project Scope
- under "Questions", navigate to Service -> Customer Care -> Service Request Management -> Computer Telephony Integration for SAP Cloud for Customer
- then select the scoping question: Do you want to support Computer Telephony Integration (CTI)?
- 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
- Go to Administrator -> General Settings -> Business Roles and edit applicable business roles
- Under Work Center and View Assignments -> Service
- Navigate to Service Agent Desktop (ID: COD_SEOD_AGENT_QUEUE_WCF) and enable work center views by role
- For Live Activity:
- For Agent Desktop:
- 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.
- Activate any new roles and update all user rights
- 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).
See Also
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