How To Fix CRM_CTI011 - Consultation call must refer to reference call

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_CTI - CIC/Call Center CTI

• Message number: 011

• Message text: Consultation call must refer to reference call

Self-Explanatory Message

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_CTI011 - Consultation call must refer to reference call ?

  The SAP error message CRM_CTI011: Consultation call must refer to reference call typically occurs in the context of the SAP Customer Relationship Management (CRM) system when dealing with consultation calls in the context of telephony integration. This error indicates that a consultation call (a call made to discuss or transfer information about a customer) must be linked to a reference call (the original call that initiated the consultation).
  Cause:
  
  Missing Reference Call: The consultation call is being attempted without a valid reference to an existing call. The system requires that any consultation call must be associated with a reference call to maintain the context of the communication.
  Incorrect Call Flow: The user may not have followed the correct sequence of actions in the telephony process, leading to the system not recognizing the reference call.
  Configuration Issues: There may be issues with the telephony integration configuration in SAP CRM, which could prevent the system from recognizing the reference call.
  
  Solution:
  
  Ensure Reference Call Exists: Before initiating a consultation call, make sure that there is an active reference call. You can check the call history or the current call status to confirm this.
  Follow Correct Procedure: Make sure to follow the correct procedure for making consultation calls. Typically, this involves first establishing a reference call and then using the appropriate function to initiate a consultation.
  Check Telephony Integration Settings: Review the configuration settings for the telephony integration in SAP CRM. Ensure that all necessary parameters are correctly set up to allow for consultation calls.
  Consult Documentation: Refer to SAP documentation or help resources for specific instructions on handling consultation calls and ensuring proper linkage to reference calls.
  Contact Support: If the issue persists, consider reaching out to your SAP support team or consulting with SAP support for further assistance.
  
  Related Information:
  
  SAP Notes and Knowledge Base Articles: Check for any relevant SAP Notes or Knowledge Base Articles that might address this specific error or provide additional troubleshooting steps.
  User Training: Ensure that users are trained on the correct procedures for handling calls within the SAP CRM system, particularly in relation to telephony integration.
  System Logs: Review system logs for any additional error messages or warnings that might provide more context about the issue.
  
  By following these steps, you should be able to resolve the CRM_CTI011 error and successfully manage consultation calls within your SAP CRM environment.