How To Fix CTI009 - Call cannot be transferred to itself

SAP Error Message - Details

• Message type: E = Error

• Message class: CTI - CIC/Call Center CTI

• Message number: 009

• Message text: Call cannot be transferred to itself

What causes this issue?

You have selected the active call for the operation 'Transfer 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 do not select a call (and let the application select the call
that is on hold automatically), or make sure that you have an active
call and have selected the call(s) that are 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 CTI009 - Call cannot be transferred to itself ?

  The SAP error message CTI009: Call cannot be transferred to itself typically occurs in the context of Computer Telephony Integration (CTI) when a user attempts to transfer a call to the same extension or user that is currently handling the call. This is generally not allowed because it creates a loop where the call would effectively be transferred back to the same party, which is not a valid operation.
  Cause:
  
  Self-Transfer Attempt: The most common cause of this error is that the user is trying to transfer a call to their own extension or phone number.
  Configuration Issues: There may be misconfigurations in the CTI settings that allow for such an action to be attempted.
  User Error: The user may have mistakenly selected their own number or extension when attempting to transfer the call.
  
  Solution:
  
  Check Transfer Target: Ensure that the target of the transfer is not the same as the current user. The user should select a different extension or user to transfer the call to.
  User Training: Provide training to users on how to properly transfer calls and avoid selecting their own extension.
  Review CTI Configuration: If the issue persists, review the CTI configuration settings to ensure that there are no rules or settings that might inadvertently allow self-transfer attempts.
  Consult Documentation: Refer to SAP documentation or CTI integration guides for specific instructions related to call handling and transfer procedures.
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that might address this error or provide additional troubleshooting steps.
  CTI Integration: Familiarize yourself with the specific CTI system being used, as different systems may have unique configurations or limitations.
  User Permissions: Ensure that user permissions and roles are correctly set up in the SAP system, as this can sometimes affect call handling capabilities.
  
  If the problem continues after following these steps, it may be beneficial to contact your system administrator or SAP support for further assistance.