How To Fix CRM_IC_APPL_UI_CHMSG021 - You must be in an active call to use this function

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_IC_APPL_UI_CHMSG - Message class for CRM_IC_APPL_UI_COMMCHANNELS

• Message number: 021

• Message text: You must be in an active call to use this function

Self-Explanatory Message

Since SAP believes that this specific error message is 'self-explanatory,' no more information has been given.The majority of messages in the SAP system have a message text, however this is frequently insufficient to comprehend or resolve the problem.

To make things easier, more detailed information is frequently added to describe the issue, how to fix it, and the necessary steps or configuration modifications.

Unfortunately, there isn't any extra information in this error notice.

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_APPL_UI_CHMSG021 - You must be in an active call to use this function ?

  The SAP error message CRM_IC_APPL_UI_CHMSG021 with the description "You must be in an active call to use this function" typically occurs in the context of the SAP CRM Interaction Center (IC) when a user attempts to perform an action that requires an active call session, but there is no active call present.
  Cause:
  
  No Active Call: The most common cause of this error is that the user is trying to execute a function (like transferring a call, putting a call on hold, etc.) without having an active call in progress.
  Session Timeout: The call session may have timed out or been disconnected, leading to the absence of an active call.
  User Interface Navigation: The user may have navigated away from the call handling interface or closed the call window inadvertently.
  
  Solution:
  
  Check Active Call: Ensure that you have an active call in progress. If not, initiate a new call.
  Re-establish Call: If the call was disconnected or timed out, try to re-establish the call.
  Refresh the Interface: Sometimes, refreshing the Interaction Center interface can help re-establish the session.
  Log Out and Log In: If the issue persists, logging out of the system and logging back in can reset the session and resolve the error.
  Check User Permissions: Ensure that your user role has the necessary permissions to perform the action you are trying to execute.
  Consult Documentation: Refer to the SAP Help documentation or your organization's internal documentation for specific procedures related to call handling in the CRM Interaction Center.
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that might address this specific error or provide patches/updates.
  System Logs: Review system logs for any additional error messages or warnings that could provide more context about the issue.
  User Training: Ensure that users are trained on how to properly handle calls within the CRM Interaction Center to avoid common pitfalls that lead to this error.
  
  If the problem continues after trying the above solutions, it may be necessary to contact your SAP support team for further assistance.