CTI003 - Invalid call status/selections

SAP Error Message - Details

• Message type: E = Error

• Message class: CTI - CIC/Call Center CTI

• Message number: 003

• Message text: Invalid call status/selections

What causes this issue?

You have selected an operation that requires a defined call status for
the calls to your extension. Your current call status is not specified
correctly (probably due to complex combinations of calls), so that the
automatic algorithm for classifying the call status could not identify
either a call on hold, or an active call. The function cannot be
performed for this reason.

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?

Make sure that you have an active call and, if you have more than one
call on hold, choose the one that you want to perform the function
with.

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 CTI003 - Invalid call status/selections ?

  The SAP error message CTI003: Invalid call status/selections typically occurs in the context of SAP's Computer Telephony Integration (CTI) functionality. This error indicates that there is an issue with the call status or the selections made during a CTI operation. Here are some potential causes, solutions, and related information for this error:
  Causes:
  
  Incorrect Call Status: The call status being referenced may not be valid for the operation being performed. For example, trying to perform an action on a call that is already completed or disconnected.
  Invalid Selections: The selections made in the CTI interface may not correspond to valid or active calls. This can happen if the user tries to select a call that has already ended or is not in the expected state.
  Configuration Issues: There may be misconfigurations in the CTI setup, such as incorrect parameters or settings in the SAP system or the telephony system.
  Network Issues: Connectivity problems between the SAP system and the telephony system can lead to invalid call statuses being reported.
  User Permissions: The user may not have the necessary permissions to perform the action on the selected call.
  
  Solutions:
  
  Check Call Status: Verify the current status of the call you are trying to interact with. Ensure that it is in a valid state for the action you want to perform (e.g., active, on hold).
  Review Selections: Make sure that the selections made in the CTI interface are valid and correspond to active calls. Deselect any calls that are not currently active.
  Configuration Review: Check the CTI configuration settings in both SAP and the telephony system. Ensure that all parameters are correctly set up and that there are no discrepancies.
  Network Connectivity: Ensure that there are no network issues affecting the communication between the SAP system and the telephony system. Check for any firewalls or network settings that may be blocking the connection.
  User Permissions: Verify that the user has the appropriate permissions to perform the actions in the CTI interface. If necessary, consult with your system administrator to adjust permissions.
  
  Related Information:
  
  SAP Notes: Check the SAP Support Portal for any relevant SAP Notes that may address this specific error or provide additional troubleshooting steps.
  CTI Documentation: Review the official SAP documentation related to CTI for best practices and configuration guidelines.
  Logs and Traces: Analyze system logs and traces to gather more information about the error. This can help identify the root cause and provide insights into what went wrong.
  Support: If the issue persists after trying the above solutions, consider reaching out to SAP support or your organization's IT support team for further assistance.
  
  By following these steps, you should be able to diagnose and resolve the CTI003 error in your SAP environment.