How To Fix BCOMEC037 - The call on hold cannot be retrieved for the purpose of reconnection

SAP Error Message - Details

• Message type: E = Error

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

• Message number: 037

• Message text: The call on hold cannot be retrieved for the purpose of reconnection

What causes this issue?

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

System Response

The call on hold was not retrieved. Therefore, the follow-up action is
not possible 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 occurred 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 BCOMEC037 - The call on hold cannot be retrieved for the purpose of reconnection ?

  The SAP error message BCOMEC037, which states "The call on hold cannot be retrieved for the purpose of reconnection," typically occurs in the context of SAP's Business Communication Management (BCM) or similar telephony integration scenarios. This error indicates that there is an issue with retrieving a call that has been placed on hold, which can prevent users from reconnecting to that call.
  Causes:
  
  Session Timeout: The call may have been on hold for too long, leading to a session timeout.
  Network Issues: Connectivity problems between the SAP system and the telephony system can prevent the retrieval of the call.
  Configuration Errors: Incorrect configuration settings in the BCM or telephony integration can lead to issues with call management.
  Call State Changes: The state of the call may have changed (e.g., the call was disconnected or ended) before the user attempted to retrieve it.
  User Permissions: The user may not have the necessary permissions to retrieve the call.
  
  Solutions:
  
  Check Call Status: Verify the status of the call in the telephony system to ensure it is still active and on hold.
  Reconnect or Retry: If the call is still active, try to reconnect or retrieve the call again after a brief wait.
  Review Configuration: Check the configuration settings in the BCM and ensure that they are set up correctly for call handling.
  Network Connectivity: Ensure that there are no network issues affecting the connection between SAP and the telephony system.
  User Permissions: Confirm that the user has the appropriate permissions to retrieve calls on hold.
  Consult Logs: Review system logs for any additional error messages or warnings that could provide more context about the issue.
  
  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 BCM or the specific telephony integration you are using for detailed configuration and troubleshooting steps.
  Support: If the issue persists, consider reaching out to SAP support for assistance, providing them with detailed information about the error and the context in which it occurs.
  
  By following these steps, you should be able to diagnose and resolve the BCOMEC037 error in your SAP environment.