How To Fix CRM_IC_APPL_UI_CHMSG024 - Cannot retrieve caller data of active call; external system error (&1)

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: 024

• Message text: Cannot retrieve caller data of active call; external system error (&1)

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_CHMSG024 - Cannot retrieve caller data of active call; external system error (&1) ?

  The SAP error message CRM_IC_APPL_UI_CHMSG024 indicates that the system is unable to retrieve caller data for an active call due to an external system error. This error typically occurs in the context of SAP CRM (Customer Relationship Management) when there is an issue with the integration between SAP CRM and an external telephony system or communication platform.
  Causes:
  
  Integration Issues: There may be a problem with the integration between SAP CRM and the telephony system (e.g., CTI - Computer Telephony Integration).
  Network Problems: Network connectivity issues could prevent the SAP system from communicating with the external system.
  Configuration Errors: Incorrect configuration settings in either the SAP CRM or the external telephony system can lead to this error.
  External System Downtime: The external system may be down or experiencing issues, preventing data retrieval.
  Authorization Issues: The user may not have the necessary permissions to access caller data from the external system.
  
  Solutions:
  
  Check Integration Configuration: Verify the configuration settings for the integration between SAP CRM and the external telephony system. Ensure that all parameters are correctly set.
  Test Connectivity: Check the network connectivity between the SAP system and the external system. Use tools like ping or traceroute to diagnose any network issues.
  Review Logs: Look at the application logs in both SAP CRM and the external system to identify any specific errors or warnings that could provide more context about the issue.
  Check External System Status: Ensure that the external telephony system is up and running. If it is down, coordinate with the relevant team to resolve the issue.
  User Permissions: Verify that the user has the necessary permissions to access caller data. If not, update the user roles and authorizations accordingly.
  Contact Support: If the issue persists after checking the above points, consider reaching out to SAP support or the support team for the external system for further assistance.
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that may address this specific error or provide additional troubleshooting steps.
  Documentation: Review the documentation for both SAP CRM and the external telephony system to ensure that all integration requirements are met.
  Community Forums: Look for discussions in SAP community forums or other technical forums where similar issues may have been discussed.
  
  By following these steps, you should be able to diagnose and resolve the error message CRM_IC_APPL_UI_CHMSG024 effectively.