How To Fix CTI008 - Call cannot be reconnected to itself

SAP Error Message - Details

• 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.

Smart SAP Assistant

• What is the cause and solution for SAP error message CTI008 - Call cannot be reconnected to itself ?

  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, you cannot reconnect it to the same agent.
  Review CTI Configuration: Verify the configuration settings in the CTI system and ensure that they are set up correctly. This includes checking the routing rules and agent settings.
  Update Software: If the issue persists, check for any available updates or patches for the SAP system or the CTI application. Sometimes, bugs are resolved in newer versions.
  Consult Documentation: Refer to the SAP documentation or CTI vendor documentation for specific guidelines related to call handling and reconnection procedures.
  Contact Support: If the problem continues after checking the above points, consider reaching out to SAP support or your CTI vendor for further assistance.
  
  Related Information:
  
  SAP Notes: Look for relevant SAP Notes that might address this specific error or provide additional troubleshooting steps.
  CTI Documentation: Review the documentation for your specific CTI solution to understand how it handles call reconnections and any limitations that may apply.
  Logs and Traces: Analyze system logs or traces to gather more information about the context in which the error occurs, which can help in diagnosing the issue.
  
  By following these steps, you should be able to identify the cause of the CTI008 error and implement a suitable solution.