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.

What else can you do?

First, use our AnswerBot below to get a possible cause and solution (requires a premium subscription).

Also, review the in-depth Common Questions & Answers listed below; you could discover a solution there or be able to connect with others who have faced similar challenges.

You can also try searching the SAP support portal (support.sap.com) but you need a special user ID to access it. It is possible that an SAP support note exists that provides additional details about the mistake or even steps for fixing it.

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