How To Fix BCOMEC052 - Instead of "on hold", call has status &1: Action not possible

BCOMEC052 - Overview

• Message type: E = Error

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

• Message number: 052

• Message text: Instead of "on hold", call has status &1: Action not possible

What causes this issue?

In order to execute the requested function, an action on the call in
status 'on hold' must be executed. However, this call has an incorrect
status, this being &V1&.
Further information on the external software component:
&V3&
The server concerned is &V1&.

System Response

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

How to fix this error?

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 BCOMEC052 - Instead of "on hold", call has status &1: Action not possible ?

  The SAP error message BCOMEC052 indicates that a call (or ticket) is not in the "on hold" status, which is required for the action you are trying to perform. The message typically appears in the context of SAP Customer Relationship Management (CRM) or Service Management when you attempt to perform an action that is only permissible when the call is on hold.
  
  Cause:
  The error occurs because the system is expecting the call to be in a specific status (in this case, "on hold") to allow the action you are trying to execute. If the call is in a different status (indicated by &1 in the error message), the action cannot be performed.
  
  Solution:
  
  
  Check the Current Status: Review the current status of the call. You can do this by navigating to the call in the SAP system and checking its status field.
  
  
  Change the Status: If the call is not in the "on hold"