CTI002 - Selected call must first be on hold

SAP Error Message - Details

• Message type: E = Error

• Message class: CTI - CIC/Call Center CTI

• Message number: 002

• Message text: Selected call must first be on hold

What causes this issue?

The current connnection must first be put on hold in order to perform
this function.

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?

Put the current call on hold.

Procedure for System Administrators

Error message extract from SAP system. Copyright SAP SE.

Smart SAP Assistant

• What is the cause and solution for SAP error message CTI002 - Selected call must first be on hold ?

  The SAP error message CTI002: Selected call must first be on hold typically occurs in the context of SAP's Computer Telephony Integration (CTI) when a user attempts to perform an action on a call that is not in the correct state. This error indicates that the system expects the call to be placed on hold before proceeding with the requested action.
  Cause:
  
  Call State: The call you are trying to interact with is not in the "on hold" state. Certain actions, such as transferring a call or ending a call, require the call to be on hold first.
  User Actions: The user may have attempted to perform an operation (like transferring or ending a call) without first putting the call on hold.
  System Configuration: There may be specific configurations in the CTI setup that enforce this behavior.
  
  Solution:
  
  Put the Call on Hold: Before performing the desired action (like transferring or ending the call), ensure that you first put the call on hold. This can usually be done by clicking the "Hold" button in the CTI interface.
  Check Call Status: Verify the current status of the call. If it is not on hold, take the necessary steps to put it on hold.
  Review User Training: Ensure that users are trained on the correct sequence of actions when handling calls in the CTI system.
  Consult Documentation: Refer to the SAP CTI documentation for specific instructions related to call handling and the required states for various actions.
  
  Related Information:
  
  CTI Configuration: If the issue persists, it may be worth checking the CTI configuration settings in SAP to ensure that they are set up correctly.
  SAP Notes: Look for any relevant SAP Notes or updates that might address this issue or provide additional context.
  Support: If the problem continues after following the above steps, consider reaching out to your SAP support team or consulting the SAP Community for further assistance.
  
  By following these steps, you should be able to resolve the CTI002 error and successfully manage your calls within the SAP system.