How To Fix CRM_CTI002 - Selected call must first be on hold

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_CTI - CIC/Call Center CTI

• Message number: 002

• Message text: Selected call must first be on hold

Self-Explanatory Message

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_CTI002 - Selected call must first be on hold ?

  The SAP error message CRM_CTI002: "Selected call must first be on hold" typically occurs in the context of the SAP Customer Relationship Management (CRM) system, particularly when dealing with the Computer Telephony Integration (CTI) functionality. This error indicates that an attempt is being made to perform an action on a call that is not in the correct state. Specifically, the call must be placed on hold before the desired action can be executed.
  Cause:
  
  Call State: The error arises when a user tries to perform an action (like transferring or ending a call) on a call that is currently active and not on hold.
  CTI Configuration: There may be issues with the CTI configuration or integration that prevent the call from being placed on hold properly.
  User Permissions: The user may not have the necessary permissions to change the state of the call.
  
  Solution:
  
  Place Call on Hold: Before performing the desired action, ensure that the call is placed on hold. This can usually be done through the CTI interface or the SAP CRM interface.
  Check CTI Configuration: Verify the CTI settings and ensure that the integration is correctly configured. This includes checking the telephony server settings and ensuring that the CTI middleware is functioning properly.
  User Permissions: Ensure that the user has the appropriate permissions to manage calls. This may involve checking user roles and authorizations in the SAP system.
  System Logs: Check the system logs for any additional error messages or warnings that may provide more context about the issue.
  Consult Documentation: Refer to SAP documentation or support notes related to CTI and CRM for any specific configurations or known issues.
  
  Related Information:
  
  SAP Notes: Look for relevant SAP Notes that may address this specific error or provide guidance on CTI issues.
  CTI Documentation: Review the documentation for the specific CTI solution being used (e.g., SAP CTI, third-party CTI solutions) for any additional troubleshooting steps.
  SAP Community: Engage with the SAP Community forums to see if other users have encountered similar issues and what solutions they have found.
  
  If the problem persists after trying the above solutions, it may be necessary to contact SAP support for further assistance.