How To Fix CCM101 - Specification of callback queue or agent required

SAP Error Message - Details

• Message type: E = Error

• Message class: CCM -

• Message number: 101

• Message text: Specification of callback queue or agent required

What causes this issue?

Missing assignment of a responsibility area.

System Response

The callback function requires specification of the agent or of a
callback queue. It is also possible to enter both an agent and a
callback queue.

How to fix this error?

Enter a responsible agent or a callback queue. Callbacks in the same
queue are usually processed by a group. In the event of individual
callbacks, only the agent has to be entered. If the agent cannot
process his callbacks, another agent can take over these callbacks.

Error message extract from SAP system. Copyright SAP SE.

Smart SAP Assistant

• What is the cause and solution for SAP error message CCM101 - Specification of callback queue or agent required ?

  The SAP error message CCM101: Specification of callback queue or agent required typically occurs in the context of SAP's Customer Relationship Management (CRM) or when dealing with the SAP Call Center Management (CCM) functionalities. This error indicates that a callback queue or agent has not been specified in the system, which is necessary for processing callback requests.
  Cause:
  The error can arise due to several reasons:
  
  Missing Configuration: The callback queue or agent has not been defined in the system configuration.
  Incorrect Settings: The settings for the callback functionality may be incomplete or incorrectly configured.
  User Role Issues: The user attempting to initiate the callback may not have the necessary permissions or roles assigned to access the callback functionality.
  
  Solution:
  To resolve the CCM101 error, you can follow these steps:
  
  
  Check Configuration:
  
  Navigate to the relevant configuration settings in the SAP system.
  Ensure that the callback queue is defined. This can typically be found in the transaction codes related to CRM or Call Center Management.
  If you are using a specific transaction for managing callbacks, ensure that the callback agent or queue is specified correctly.
  
  
  
  Define Callback Queue/Agent:
  
  If a callback queue or agent is not defined, you will need to create one. This usually involves:
  
  Going to the appropriate configuration area (e.g., SPRO).
  Defining a new callback queue or agent under the relevant section (e.g., Call Center Management).
  Assigning the necessary attributes and ensuring it is active.
  
  
  
  
  
  User Roles and Authorizations:
  
  Check the user roles and authorizations for the user encountering the error. Ensure that they have the necessary permissions to access and utilize the callback functionality.
  If needed, adjust the user roles or consult with your SAP security team to grant the required access.
  
  
  
  Testing:
  
  After making the necessary changes, test the callback functionality to ensure that the error no longer occurs.
  
  
  
  Related Information:
  
  Transaction Codes: Familiarize yourself with relevant transaction codes such as SPRO for configuration, CRM_ORDER for managing orders, or any specific transaction related to call center operations.
  Documentation: Refer to SAP Help documentation or guides specific to your version of SAP CRM or Call Center Management for detailed steps on configuring callback queues and agents.
  SAP Notes: Check for any SAP Notes related to this error message, as they may provide additional insights or patches that could resolve the issue.
  
  If the problem persists after following these steps, consider reaching out to your SAP support team or consulting with an SAP expert for further assistance.