How To Fix BCOMEC036 - The active call cannot be put on hold for the purpose of consultation

SAP Error Message - Details

• Message type: E = Error

• Message class: BCOMEC - Business Communication: Messages of external components

• Message number: 036

• Message text: The active call cannot be put on hold for the purpose of consultation

What causes this issue?

In order to execute the requested action, first the active call must be
put on hold. In the process, an error occurred.
Further information on the external software component:
&V3&
The server concerned is &V1&.

System Response

The active call could not be put on hold. Therefore, the requested
follow-up action can not be executed either.

How to fix this error?

The system issues an error message and will not allow you to continue with this transaction until the error is resolved.

Procedure for System Administrators

The error can occur in 2 different places:
1. In the connected gateway
2. In the underlying CTI software
In this case the error occured in (&V4&).
The return code for the underlying CTI software is: &V2&

Error message extract from SAP system. Copyright SAP SE.

Smart SAP Assistant

• What is the cause and solution for SAP error message BCOMEC036 - The active call cannot be put on hold for the purpose of consultation ?

  The SAP error message BCOMEC036, which states "The active call cannot be put on hold for the purpose of consultation," typically occurs in the context of SAP's communication management or call handling functionalities, particularly in systems that involve telephony integration.
  Cause:
  This error usually arises due to one of the following reasons:
  
  Call State: The active call is in a state that does not allow it to be put on hold. For example, if the call is already in a consultation state or if the system is configured to not allow certain types of calls to be put on hold.
  Configuration Issues: There may be configuration settings in the telephony integration that restrict the ability to put calls on hold.
  User Permissions: The user may not have the necessary permissions to perform the action of putting a call on hold.
  System Limitations: The telephony system or the SAP system may have limitations or bugs that prevent this action from being performed.
  
  Solution:
  To resolve the BCOMEC036 error, you can try the following steps:
  
  
  Check Call State: Ensure that the call is in a state that allows it to be put on hold. If the call is already in a consultation or another restricted state, you may need to end the current action before attempting to put it on hold.
  
  
  Review Configuration: Check the telephony integration settings in SAP. Ensure that the configuration allows calls to be put on hold. This may involve reviewing settings in the SAP Communication Management or the telephony system being used.
  
  
  User Permissions: Verify that the user has the necessary permissions to put calls on hold. This may involve checking user roles and authorizations in the SAP system.
  
  
  Consult Documentation: Refer to the SAP documentation or help resources related to the specific telephony integration you are using. There may be specific guidelines or known issues related to this error.
  
  
  Contact Support: If the issue persists after checking the above points, consider reaching out to SAP support or your system administrator for further assistance. They may have access to logs or additional diagnostic tools to help identify the root cause.
  
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that may address this specific error or provide patches or updates that could resolve the issue.
  Telephony Integration Documentation: Review the documentation for the specific telephony system you are using with SAP, as there may be specific configurations or limitations that apply.
  Community Forums: Consider searching or posting in SAP community forums or user groups, as other users may have encountered and resolved similar issues.
  
  By following these steps, you should be able to identify the cause of the error and implement a solution.