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

SAP Error Message - Details

• 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" status, you may need to change its status to "on hold" before performing the desired action. This can typically be done through the status management options in the call details.
  
  
  Review Business Process: Ensure that the business process you are following allows for the action you are trying to perform. If the action is not intended to be performed unless the call is on hold, you may need to adjust your workflow.
  
  
  Consult Documentation: Refer to your organization's SAP documentation or user manuals for specific instructions on managing call statuses and the actions that can be performed based on those statuses.
  
  
  User Permissions: Ensure that you have the necessary permissions to change the status of the call. If you do not have the required access, contact your SAP administrator.
  
  
  Contact Support: If you are unable to resolve the issue, consider reaching out to your SAP support team for further assistance. They may have additional insights or solutions based on your specific configuration.
  
  
  Related Information:
  
  Status Management: Understanding how status management works in SAP CRM is crucial. Different statuses can dictate what actions are permissible.
  Workflow Configuration: If your organization has customized workflows, it may be beneficial to review those configurations to understand how they interact with call statuses.
  SAP Notes: Check for any relevant SAP Notes that may address this error or provide additional context or solutions.
  
  By following these steps, you should be able to resolve the BCOMEC052 error and proceed with your intended actions in SAP.