How To Fix CRM_IC_APPL_UI_CHMSG098 - Cannot end, phone call present; finish phone call first

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: 098

• Message text: Cannot end, phone call present; finish phone call first

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.

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_APPL_UI_CHMSG098 - Cannot end, phone call present; finish phone call first ?

  The SAP error message CRM_IC_APPL_UI_CHMSG098 indicates that there is an active phone call in the SAP CRM Interaction Center (IC) that needs to be finished before you can end the current session or perform certain actions. This is a common issue when working with the CRM Interaction Center, especially when handling multiple calls or interactions.
  Cause:
  The error occurs because the system detects that there is an ongoing phone call associated with the current interaction. The CRM system requires that all active calls be completed or ended before allowing the user to proceed with other tasks, such as closing the interaction or navigating away from the current screen.
  Solution:
  To resolve this error, follow these steps:
  
  
  Finish the Active Phone Call: 
  
  Locate the active call in the Interaction Center interface.
  Complete the call by either ending it or transferring it, depending on your workflow.
  Ensure that any necessary notes or follow-up actions are recorded before ending the call.
  
  
  
  Check for Multiple Calls: 
  
  If you have multiple calls open, make sure to finish all of them. Sometimes, a call may be minimized or in the background, and you may not be aware of it.
  
  
  
  Refresh the Interface: 
  
  After ending the call, refresh the Interaction Center interface to ensure that the system recognizes that there are no longer any active calls.
  
  
  
  Log Out and Log Back In: 
  
  If the issue persists, try logging out of the system and logging back in. This can help reset any session-related issues.
  
  
  
  Contact Support: 
  
  If you continue to experience this error after following the above steps, it may be necessary to contact your SAP support team or system administrator for further assistance. They can check for any underlying issues in the system configuration or user permissions.
  
  
  
  Related Information:
  
  User Training: Ensure that users are trained on how to properly handle phone calls within the CRM Interaction Center, including how to end calls and manage multiple interactions.
  System Configuration: Review the configuration settings for the Interaction Center to ensure that they align with your organization's processes for handling phone calls.
  Documentation: Refer to SAP documentation or help resources for more detailed information on managing phone calls in the CRM Interaction Center.
  
  By following these steps, you should be able to resolve the error and continue working within the SAP CRM system.