How To Fix CRM_IC_APPL_UI_CLM000 - Call has been picked up by another agent, locked or completed

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_IC_APPL_UI_CLM - Call list management ICWC messages

• Message number: 000

• Message text: Call has been picked up by another agent, locked or completed

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.

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_APPL_UI_CLM000 - Call has been picked up by another agent, locked or completed ?

  The SAP error message "CRM_IC_APPL_UI_CLM000: Call has been picked up by another agent, locked or completed" typically occurs in the context of the SAP Customer Relationship Management (CRM) system, particularly within the Interaction Center (IC) when dealing with service requests or calls.
  Cause:
  
  Call Already Assigned: The call or service request you are trying to access has already been picked up by another agent. This is common in environments where multiple agents are working on the same queue or set of calls.
  Call Locked: The call may be locked due to another user currently working on it. This can happen if the call is in an active state and is being edited or processed by another agent.
  Call Completed: The call may have already been completed, meaning that it has been resolved or closed, and is no longer available for further action.
  
  Solution:
  
  Check Call Assignment: Verify if the call is indeed assigned to another agent. You may need to check the call queue or the assignment logs to see the current status of the call.
  Refresh the Interface: Sometimes, simply refreshing the interface or logging out and back in can resolve temporary locking issues.
  Wait for Release: If the call is locked by another agent, you may need to wait until they finish their work and release the lock.
  Contact the Agent: If possible, communicate with the agent who has the call locked to understand the status and whether they can release it.
  Check for Completed Calls: If the call is marked as completed, you may need to look for the call in the completed or closed calls section of the CRM system.
  System Configuration: If this issue occurs frequently, it may be worth reviewing the system configuration and settings related to call handling and assignment to ensure they align with your business processes.
  
  Related Information:
  
  User Roles and Permissions: Ensure that your user role has the necessary permissions to access and modify the calls in question.
  System Logs: Check the system logs for any additional error messages or warnings that may provide more context about the issue.
  SAP Notes: Look for relevant SAP Notes or documentation that may address this specific error message or provide additional troubleshooting steps.
  Training and Best Practices: Ensure that all agents are trained on best practices for handling calls in the CRM system to minimize conflicts and improve efficiency.
  
  If the problem persists after trying the above solutions, it may be necessary to involve your SAP support team or consult with SAP support for further assistance.