CTI005 - Call cannot be connected to itself for the conference call

SAP Error Message - Details

• Message type: E = Error

• Message class: CTI - CIC/Call Center CTI

• Message number: 005

• Message text: Call cannot be connected to itself for the conference call

What causes this issue?

You must have selected at least one active call in order to perform a
conference call. The system expects that you have an active call and
that you are bringing this selected call which is on hold into the
conference call.

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?

Select the call that is 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 CTI005 - Call cannot be connected to itself for the conference call ?

  The SAP error message CTI005, which states "Call cannot be connected to itself for the conference call," typically occurs in the context of SAP's Computer Telephony Integration (CTI) when attempting to set up a conference call. This error indicates that the system is trying to connect a call to itself, which is not a valid operation.
  Cause:
  
  Incorrect Call Handling: The system may be attempting to add a call to a conference that is already part of the same call session, leading to a loop where the call is trying to connect to itself.
  Configuration Issues: There may be misconfigurations in the CTI settings or the telephony system that prevent proper call handling.
  Software Bugs: There could be bugs in the SAP CTI software or the telephony integration that lead to this error.
  User Error: The user may have inadvertently selected the same call or participant multiple times when trying to set up the conference.
  
  Solution:
  
  Check Call Participants: Ensure that you are not trying to add the same call or participant to the conference. Verify the list of participants before initiating the conference call.
  Review CTI Configuration: Check the configuration settings in the SAP CTI and the telephony system to ensure they are set up correctly. This includes verifying the routing rules and call handling settings.
  Restart the CTI Application: Sometimes, simply restarting the CTI application or the telephony client can resolve temporary glitches.
  Update Software: Ensure that you are using the latest version of the SAP CTI software and any related telephony software. Check for patches or updates that may address known issues.
  Consult Documentation: Refer to the SAP documentation for CTI and conference call setup to ensure that all steps are being followed correctly.
  Contact Support: If the issue persists, consider reaching out to SAP support or your telephony provider for further assistance. They may have additional insights or solutions based on your specific setup.
  
  Related Information:
  
  SAP Notes: Check SAP Notes for any known issues related to CTI and conference calls. SAP frequently publishes notes that address specific error messages and provide solutions.
  User Forums: Engage with user forums or communities where SAP users discuss similar issues. Other users may have encountered the same error and can provide insights or solutions.
  Documentation: Review the official SAP Help Portal for detailed information on CTI configuration and troubleshooting.
  
  By following these steps, you should be able to identify the cause of the CTI005 error and implement a solution to resolve it.