SAP Knowledge Base Article - Public

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



  • 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) 


Missing 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
    • check the corresponding scoping for:
        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?
  • 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


    • 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

    • 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


    SAP Cloud for Customer core applications 2205