CTI004 - No calls at extension number

SAP Error Message - Details

• Message type: E = Error

• Message class: CTI - CIC/Call Center CTI

• Message number: 004

• Message text: No calls at extension number

What causes this issue?

No calls available at your extension.

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?

If you have calls to your extension that are not displayed in the front
office screen, press 'Refresh'. If you still have no calls in your
screen but your telephone extension is linked, there is a problem with
the CTI driver program. Contact your system administrator with details
of this problem.
You can perform this function if the call is displayed in this screen.

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 CTI004 - No calls at extension number ?

  The SAP error message CTI004 "No calls at extension number" typically occurs in the context of SAP's Computer Telephony Integration (CTI) when the system is unable to find any active calls associated with a specific extension number. This can happen for various reasons, and understanding the cause is essential for troubleshooting.
  Causes:
  
  No Active Calls: The most straightforward reason is that there are simply no active calls at the specified extension number.
  Incorrect Extension Number: The extension number entered may be incorrect or not properly configured in the system.
  CTI Configuration Issues: There may be issues with the CTI configuration, such as incorrect settings in the SAP system or the telephony system.
  Network Issues: Network connectivity problems between the SAP system and the telephony system can lead to this error.
  User Permissions: The user may not have the necessary permissions to access the call data for the specified extension.
  Telephony System Issues: The telephony system itself may be experiencing issues, such as being down or misconfigured.
  
  Solutions:
  
  Check Active Calls: Verify if there are any active calls at the specified extension. You can do this by checking the telephony system directly.
  Verify Extension Number: Ensure that the extension number is correct and corresponds to an active user or device in the telephony system.
  Review CTI Configuration: Check the CTI configuration settings in both SAP and the telephony system to ensure they are correctly set up.
  Network Connectivity: Test the network connection between the SAP system and the telephony system to ensure there are no connectivity issues.
  User Permissions: Confirm that the user has the necessary permissions to access call data for the specified extension.
  Consult Telephony System Logs: Check the logs of the telephony system for any errors or issues that might be affecting call handling.
  Restart Services: If applicable, restarting the CTI services or the telephony system may resolve temporary issues.
  
  Related Information:
  
  SAP Notes: Check SAP Notes for any known issues or patches related to CTI and this specific error message.
  Documentation: Review the documentation for both SAP and the telephony system for configuration guidelines and troubleshooting steps.
  Support: If the issue persists, consider reaching out to SAP support or your telephony system provider for further assistance.
  
  By following these steps, you should be able to identify the cause of the CTI004 error and implement a suitable solution.