How To Fix BCOMEC038 - The new call could not be initiated for the purpose of consultation

SAP Error Message - Details

• Message type: E = Error

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

• Message number: 038

• Message text: The new call could not be initiated for the purpose of consultation

What causes this issue?

In order to execute the requested action, a new call must be initiated
as a consultation. In the process, an error occurred.
Further information on the external software component:
&V3&
The server concerned is &V1&.

System Response

The consultation was not initiated.

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 BCOMEC038 - The new call could not be initiated for the purpose of consultation ?

  The SAP error message BCOMEC038, which states "The new call could not be initiated for the purpose of consultation," typically occurs in the context of SAP Business Communication Management (BCM) or when dealing with telephony integration in SAP systems. This error can arise due to various reasons, including configuration issues, network problems, or system limitations.
  Causes:
  
  
  Configuration Issues: Incorrect settings in the telephony integration or BCM configuration can lead to this error. This includes misconfigured communication channels or incorrect parameters in the telephony system.
  
  
  Network Problems: Issues with the network connectivity between the SAP system and the telephony system can prevent the initiation of calls.
  
  
  System Limitations: The system may have reached its limit for concurrent calls or sessions, preventing new calls from being initiated.
  
  
  User Permissions: The user may not have the necessary permissions to initiate a consultation call.
  
  
  Telephony System Issues: Problems with the telephony system itself, such as being down or misconfigured, can also lead to this error.
  
  
  Solutions:
  
  
  Check Configuration: Review the configuration settings in both the SAP system and the telephony system. Ensure that all parameters are correctly set up for call initiation.
  
  
  Network Connectivity: Verify that there are no network issues affecting the connection between the SAP system and the telephony system. Check firewalls, routers, and any other network devices that may be impacting connectivity.
  
  
  Monitor System Limits: Check if the system has reached its limit for concurrent calls. If so, consider increasing the limits or managing the active calls more effectively.
  
  
  User Permissions: Ensure that the user attempting to initiate the call has the necessary permissions and roles assigned in the SAP system.
  
  
  Consult Telephony Logs: Review logs from the telephony system to identify any errors or issues that may be preventing the call from being initiated.
  
  
  Restart Services: Sometimes, restarting the relevant services in the SAP system or the telephony system can resolve temporary issues.
  
  
  Contact Support: If the issue persists after checking the above points, consider reaching out to SAP support or your telephony vendor for further assistance.
  
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that may address this specific error or provide additional troubleshooting steps.
  Documentation: Review the official SAP documentation for BCM or the specific telephony integration you are using for more detailed configuration guidelines.
  Community Forums: Engage with SAP community forums or user groups where similar issues may have been discussed, and solutions shared.
  
  By following these steps, you should be able to diagnose and resolve the BCOMEC038 error in your SAP system.