How To Fix CRM_CTI104 - Call is on hold (&1): ANI=&2, DNIS=&3

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_CTI - CIC/Call Center CTI

• Message number: 104

• Message text: Call is on hold (&1): ANI=&2, DNIS=&3

Self-Explanatory Message

Since SAP believes that this specific error message is 'self-explanatory,' no more information has been given.The majority of messages in the SAP system have a message text, however this is frequently insufficient to comprehend or resolve the problem.

To make things easier, more detailed information is frequently added to describe the issue, how to fix it, and the necessary steps or configuration modifications.

Unfortunately, there isn't any extra information in this error notice.

What else can you do?

First, use our AnswerBot below to get a possible cause and solution (requires a premium subscription).

Also, review the in-depth Common Questions & Answers listed below; you could discover a solution there or be able to connect with others who have faced similar challenges.

You can also try searching the SAP support portal (support.sap.com) but you need a special user ID to access it. It is possible that an SAP support note exists that provides additional details about the mistake or even steps for fixing it.

Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_CTI104 - Call is on hold (&1): ANI=&2, DNIS=&3 ?

  The SAP error message CRM_CTI104 indicates that a call is on hold in the context of the SAP Customer Relationship Management (CRM) system, particularly when dealing with Computer Telephony Integration (CTI). The message provides specific details about the call, including the Automatic Number Identification (ANI) and Dialed Number Identification Service (DNIS).
  Cause:
  
  Call on Hold: The primary cause of this error is that the call has been placed on hold. This can happen for various reasons, such as the agent needing to consult with another party or waiting for additional information.
  CTI Configuration Issues: There may be issues with the CTI configuration or integration that prevent the system from properly managing the call state.
  Network Issues: Network connectivity problems can also lead to calls being improperly managed, resulting in them being marked as on hold.
  Agent Status: The agent may not be in the correct status to handle the call, or there may be restrictions on the agent's ability to take calls.
  
  Solution:
  
  Resume the Call: If you are the agent, check your CTI interface to see if you can resume the call. This typically involves selecting the call and choosing an option to take it off hold.
  Check Agent Status: Ensure that the agent is in the correct status to handle calls. If the agent is set to "Do Not Disturb" or a similar status, they may not be able to take calls off hold.
  Review CTI Configuration: If the issue persists, review the CTI configuration settings in SAP. Ensure that all parameters are correctly set up and that the integration with the telephony system is functioning properly.
  Network Troubleshooting: Check for any network issues that may be affecting the CTI system. This could involve checking network connections, firewalls, and other related infrastructure.
  Consult Documentation: Refer to SAP documentation or support resources for specific troubleshooting steps related to your version of SAP CRM and the CTI system in use.
  Contact Support: If the problem cannot be resolved through the above steps, consider reaching out to SAP support or your internal IT support team for further assistance.
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that may address known issues or provide patches related to the CRM_CTI104 error.
  CTI Documentation: Review the documentation for your specific CTI solution to understand how it integrates with SAP CRM and any common issues that may arise.
  Training: Ensure that agents are trained on how to handle calls, including how to manage calls on hold effectively.
  
  By following these steps, you should be able to diagnose and resolve the CRM_CTI104 error in your SAP system.