How To Fix CTI008 - Call cannot be reconnected to itself

CTI008 - Overview

• Message type: E = Error

• Message class: CTI - CIC/Call Center CTI

• Message number: 008

• Message text: Call cannot be reconnected to itself

What causes this issue?

You selected the operation 'Retrieve call' for the active 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?

Either don't select a call (and let the application determine the call
that is on hold automatically), or make sure that you select a call
that is on hold.

Procedure for System Administrators

Error message extract from SAP system. Copyright SAP SE.

CTI008 - Details

• The SAP error message CTI008: Call cannot be reconnected to itself typically occurs in the context of Computer Telephony Integration (CTI) when there is an attempt to reconnect a call to the same endpoint or agent that is already handling the call. This situation can arise in various scenarios, such as when using a CTI system integrated with SAP CRM or SAP Contact Center.
  
  Cause:
  
  Self-Reconnection Attempt: The primary cause of this error is that the system is trying to reconnect a call to the same agent or endpoint that is already engaged in that call.
  
  Configuration Issues: There may be misconfigurations in the CTI settings or the telephony system that lead to this error.
  Software Bugs: Occasionally, software bugs or glitches in the CTI application or the SAP system can trigger this error.
  
  
  Solution:
  
  Check Call Status: Ensure that the call is not already active with the agent or endpoint. If the call is active,