How To Fix CRM_IC_APPL_UI_CHMSG319 - Cannot alternate 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: 319

• Message text: Cannot alternate call

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_CHMSG319 - Cannot alternate call ?

  The SAP error message "CRM_IC_APPL_UI_CHMSG319: Cannot alternate call" typically occurs in the context of the SAP CRM (Customer Relationship Management) application, particularly when dealing with interaction center (IC) functionalities. This error can arise due to various reasons, often related to the configuration or state of the call handling process.
  Possible Causes:
  
  
  Call State Issues: The error may occur if there is an attempt to switch or alternate calls when the current call is not in a state that allows for such an action. For example, if the current call is already in a completed or terminated state, the system may not allow you to alternate to another call.
  
  
  Configuration Problems: Incorrect configuration in the CRM system related to call handling or interaction center settings can lead to this error. This includes settings for call routing, call handling profiles, or user permissions.
  
  
  User Role and Authorization: The user may not have the necessary permissions to perform the action of alternating calls. This can be due to role assignments or missing authorizations in the user profile.
  
  
  Technical Issues: There may be underlying technical issues, such as system bugs, inconsistencies in the database, or problems with the interaction center framework.
  
  
  Solutions:
  
  
  Check Call State: Ensure that the current call is in a state that allows for alternation. If the call is completed or terminated, you may need to end the current call before attempting to alternate.
  
  
  Review Configuration: Verify the configuration settings related to call handling in the SAP CRM system. Ensure that all necessary parameters are correctly set up and that there are no inconsistencies.
  
  
  User Permissions: Check the user roles and authorizations to ensure that the user has the necessary permissions to alternate calls. If needed, consult with your SAP security team to adjust the user roles.
  
  
  System Logs and Traces: Review system logs and traces for any additional error messages or warnings that may provide more context about the issue. This can help identify if there are any technical problems that need to be addressed.
  
  
  SAP Notes and Support: Check the SAP Support Portal for any relevant SAP Notes or updates related to this error message. There may be patches or updates that address known issues.
  
  
  Contact SAP Support: If the issue persists after trying the above solutions, consider reaching out to SAP Support for further assistance. Provide them with detailed information about the error, including the steps that led to it and any relevant system logs.
  
  
  Related Information:
  
  SAP Documentation: Refer to the official SAP documentation for CRM and Interaction Center for more detailed information on call handling and configuration.
  Community Forums: Engage with SAP community forums or user groups where similar issues may have been discussed, and solutions shared by other users.
  
  By following these steps, you should be able to diagnose and resolve the "Cannot alternate call" error in SAP CRM.