How To Fix CRM_IC_APPL_UI_CHMSG025 - Cannot dial; telephone number has an invalid canonical format

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: 025

• Message text: Cannot dial; telephone number has an invalid canonical format

Self-Explanatory Message

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_APPL_UI_CHMSG025 - Cannot dial; telephone number has an invalid canonical format ?

  The SAP error message CRM_IC_APPL_UI_CHMSG025 indicates that there is an issue with the telephone number format when trying to initiate a call from the SAP CRM Interaction Center (IC). This error typically arises when the telephone number does not conform to the expected canonical format, which is a standardized way of representing phone numbers.
  Cause:
  
  Invalid Format: The telephone number entered may contain invalid characters (e.g., letters, special characters) or may not follow the expected format (e.g., missing country code, incorrect number of digits).
  Configuration Issues: The system may not be properly configured to recognize the format of the telephone numbers being used.
  Missing Country Code: If the country code is not included or is incorrect, the system may not be able to interpret the number correctly.
  Leading Zeros: Some systems may not handle leading zeros correctly, which can lead to format issues.
  
  Solution:
  
  
  Check the Telephone Number: Ensure that the telephone number is entered correctly. It should include:
  
  The country code (e.g., +1 for the USA, +44 for the UK).
  The area code (if applicable).
  The local number without any spaces or special characters.
  
  Example of a valid format: [phone] (for a US number).
  
  
  Review Configuration Settings: 
  
  Check the configuration settings in SAP CRM for telephone number formats. This can usually be found in the customizing settings under the relevant area for telephone number handling.
  Ensure that the system is set up to recognize the formats you are using.
  
  
  
  Use Standard Formats: If your organization has specific standards for telephone number formats, ensure that all users are trained to enter numbers in that format.
  
  
  Test with Different Numbers: Try dialing different numbers to see if the issue persists across all numbers or is isolated to specific entries.
  
  
  Consult Documentation: Refer to SAP documentation or help resources for any specific guidelines on telephone number formats in your version of SAP CRM.
  
  
  Contact Support: If the issue persists after checking the above points, consider reaching out to SAP support for further assistance. They may provide patches or updates if this is a known issue.
  
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that may address this specific error or provide updates related to telephone number handling in SAP CRM.
  User Training: Ensure that users are trained on how to enter telephone numbers correctly to avoid this error in the future.
  System Logs: Review system logs for any additional error messages that may provide more context about the issue.
  
  By following these steps, you should be able to resolve the error and ensure that telephone numbers are entered in a valid format for successful dialing from the SAP CRM Interaction Center.