How To Fix CRM_IC_APPL_UI_CHMSG039 - Cannot consult because the 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: 039

• Message text: Cannot consult because the 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_CHMSG039 - Cannot consult because the number has an invalid canonical format ?

  The SAP error message CRM_IC_APPL_UI_CHMSG039 indicates that there is an issue with the format of a number (typically a phone number) that is being used in the SAP CRM Interaction Center (IC). The error message states that the number cannot be consulted because it is in an invalid canonical format.
  Cause:
  
  
  Invalid Number Format: The number being entered does not conform to the expected canonical format. This could be due to:
  
  Missing country code.
  Incorrect number of digits.
  Presence of invalid characters (e.g., letters, special characters).
  Incorrect formatting (e.g., spaces, dashes).
  
  
  
  Configuration Issues: The system may not be properly configured to recognize the number format being used, especially if the number is from a different country or region.
  
  
  Data Entry Errors: Users may inadvertently enter numbers incorrectly, leading to this error.
  
  
  Solution:
  
  
  Check Number Format: Ensure that the number is in the correct format. The canonical format typically includes:
  
  A leading '+' followed by the country code.
  The national number without any spaces or special characters.
  Example: A US number should be formatted as [phone].
  
  
  
  Validate Input: Implement input validation to ensure that users enter numbers in the correct format. This can be done through:
  
  Input masks.
  Validation rules in the user interface.
  
  
  
  Configuration Review: Check the configuration settings in SAP CRM to ensure that the system is set up to recognize the expected number formats. This may involve:
  
  Reviewing the country-specific settings.
  Ensuring that the number ranges are correctly defined.
  
  
  
  User Training: Provide training to users on how to enter numbers correctly in the system to avoid formatting issues.
  
  
  Debugging: If the issue persists, consider enabling debugging to trace the exact point of failure and gather more information about the input being processed.
  
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes or Knowledge Base Articles that may address this specific error or provide additional troubleshooting steps.
  Documentation: Review the SAP CRM documentation for guidelines on number formats and configuration settings.
  Community Forums: Engage with SAP community forums or support channels for insights from other users who may have encountered similar issues.
  
  By following these steps, you should be able to resolve the error and ensure that numbers are entered in a valid format for consultation in the SAP CRM system.