3674470 - Searching phone number of Internal Employee returns no results in Agent Desktop

Searching the phone number of an internal employee does not return any results in Agent Desktop search.

SAP Service Cloud Version 2

1. Go to Agent Desktop.
2. Search for an internal employee, using their phone number.
3. No result is returned.

For internal employees to be returned using Agent Desk search, the ESM license must be enabled in the tenant.

For this functionality to be possible the tenant must be provisioned with an ESM license - 8015863  (SAP Enterprise Service Management) 

No additional references or links are provided in the case information.

agent desktop, internal employee, phone number search, esm license, tenant configuration, search issue, no results, troubleshooting , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem