How To Fix CTI011 - Consultation call must refer to reference call

SAP Error Message - Details

• Message type: E = Error

• Message class: CTI - CIC/Call Center CTI

• Message number: 011

• Message text: Consultation call must refer to reference call

What causes this issue?

The system was not able to ascertain for the 'Consult' function which
line the consultation is intended for.

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?

Check the status display of the call. If more than one call is
available, select the line that the consultation is intended for.

Error message extract from SAP system. Copyright SAP SE.

Smart SAP Assistant

• What is the cause and solution for SAP error message CTI011 - Consultation call must refer to reference call ?

  The SAP error message CTI011, which states "Consultation call must refer to reference call," typically occurs in the context of SAP's Customer Interaction Center (CIC) or when using the Computer Telephony Integration (CTI) functionality. This error indicates that a consultation call (a call made to discuss or transfer information about a reference call) is not properly linked to a reference call.
  Cause:
  
  Missing Reference Call: The consultation call is being initiated without a valid reference to an existing call.
  Incorrect Call Flow: The user may not have followed the correct procedure for initiating a consultation call.
  System Configuration Issues: There may be configuration issues in the CTI setup that prevent proper linking of calls.
  
  Solution:
  
  Ensure Reference Call Exists: Before initiating a consultation call, make sure that there is an active reference call. You should be able to see the reference call in your call handling interface.
  Follow Correct Procedure: Make sure you are following the correct steps to initiate a consultation call. Typically, this involves:
  
  Answering or placing a call.
  Using the appropriate function to initiate a consultation call (often a button or menu option).
  
  
  Check System Configuration: If the issue persists, check the CTI configuration settings in SAP. Ensure that the CTI integration is set up correctly and that all necessary parameters are configured.
  Consult Documentation: Refer to the SAP documentation or help files related to CTI and consultation calls for specific instructions and troubleshooting steps.
  Contact Support: If you are unable to resolve the issue, consider reaching out to your SAP support team or consulting with SAP support for further assistance.
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that might address this specific error or provide updates/patches.
  User Training: Ensure that users are trained on the proper use of the CTI system and the procedures for handling calls.
  System Logs: Review system logs for any additional error messages or warnings that might provide more context about the issue.
  
  By following these steps, you should be able to resolve the CTI011 error and successfully manage consultation calls in your SAP environment.