How To Fix CRM_CTI109 - Call state is unknown (&1)

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_CTI - CIC/Call Center CTI

• Message number: 109

• Message text: Call state is unknown (&1)

Self-Explanatory Message

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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.

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_CTI109 - Call state is unknown (&1) ?

  The SAP error message CRM_CTI109: Call state is unknown (&1) typically occurs in the context of the SAP Customer Relationship Management (CRM) system, particularly when dealing with Computer Telephony Integration (CTI). This error indicates that the system is unable to determine the current state of a call, which can be due to various reasons.
  Causes:
  
  Network Issues: There may be connectivity problems between the SAP system and the CTI server, leading to communication failures.
  Configuration Errors: Incorrect configuration settings in the CTI interface or in the SAP CRM system can lead to this error.
  CTI Server Issues: The CTI server may be down or experiencing issues, preventing it from providing the necessary call state information.
  Session Timeouts: If a session has timed out or if there are issues with session management, the call state may not be retrievable.
  Incompatible Versions: There may be compatibility issues between the SAP CRM version and the CTI software being used.
  
  Solutions:
  
  Check Network Connectivity: Ensure that there are no network issues between the SAP system and the CTI server. Test the connection and resolve any network-related problems.
  Review Configuration Settings: Verify the configuration settings in both the SAP CRM and the CTI system. Ensure that all parameters are correctly set according to the integration guidelines.
  Restart CTI Services: If the CTI server is experiencing issues, restarting the CTI services may resolve the problem.
  Check for Updates: Ensure that both the SAP CRM and the CTI software are up to date. Apply any necessary patches or updates that may address known issues.
  Monitor Session Management: Review session management settings to ensure that sessions are being handled correctly and are not timing out prematurely.
  Consult Logs: Check the application logs in both SAP CRM and the CTI system for any additional error messages or warnings that could provide more context about the issue.
  
  Related Information:
  
  SAP Notes: Check the SAP Support Portal for any relevant SAP Notes that may address this specific error message or provide additional troubleshooting steps.
  Documentation: Review the official SAP documentation for CTI integration to ensure that all configurations are correctly implemented.
  Community Forums: Engage with SAP community forums or user groups where similar issues may have been discussed, and solutions shared.
  
  If the issue persists after trying the above solutions, it may be necessary to involve your IT support team or SAP support for further investigation.