How To Fix CRM_IC_APPL_UI_CHMSG301 - Contact handle not found on inbound call

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: 301

• Message text: Contact handle not found on inbound call

Self-Explanatory Message

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_APPL_UI_CHMSG301 - Contact handle not found on inbound call ?

  The SAP error message "CRM_IC_APPL_UI_CHMSG301: Contact handle not found on inbound call" typically occurs in the context of the SAP Customer Relationship Management (CRM) system, particularly when dealing with inbound calls in the Interaction Center (IC). This error indicates that the system is unable to find a valid contact handle for the call being processed.
  Causes:
  
  Missing or Incorrect Contact Data: The contact information associated with the inbound call may be missing or incorrectly configured in the system.
  Session Issues: There may be issues with the session or context in which the call is being processed, leading to the inability to retrieve the contact handle.
  Configuration Issues: The CRM system may not be properly configured to handle inbound calls, or there may be issues with the integration between the telephony system and SAP CRM.
  User Permissions: The user may not have the necessary permissions to access the contact data.
  Data Synchronization Issues: If the contact data is being pulled from an external system, there may be synchronization issues that prevent the data from being available.
  
  Solutions:
  
  Check Contact Data: Verify that the contact information for the caller is correctly entered in the system. Ensure that the contact exists and is active.
  Review Configuration: Check the configuration settings for the Interaction Center and ensure that the inbound call handling is set up correctly. This includes verifying the telephony integration settings.
  Session Management: If the issue is related to session management, try logging out and logging back into the system to refresh the session.
  User Permissions: Ensure that the user has the necessary permissions to access the contact data. This may involve checking role assignments and authorizations.
  Check Logs: Review system logs for any additional error messages or warnings that may provide more context about the issue.
  Data Synchronization: If the contact data is sourced from an external system, check for any synchronization issues and ensure that the data is up to date.
  
  Related Information:
  
  SAP Notes: Check SAP Notes for any known issues or patches related to this error message. SAP frequently updates its knowledge base with solutions for common problems.
  Documentation: Refer to the official SAP documentation for CRM Interaction Center for detailed information on configuration and troubleshooting.
  Community Forums: Engage with SAP community forums or user groups where similar issues may have been discussed, and solutions shared.
  
  If the problem persists after trying the above solutions, it may be necessary to involve your SAP support team or consult with SAP directly for further assistance.