How To Fix CRM_CTI105 - Call is in queue (&1): ANI=&2, DNIS=&3

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_CTI - CIC/Call Center CTI

• Message number: 105

• Message text: Call is in queue (&1): ANI=&2, DNIS=&3

Self-Explanatory Message

Since SAP believes that this specific error message is 'self-explanatory,' no more information has been given.The majority of messages in the SAP system have a message text, however this is frequently insufficient to comprehend or resolve the problem.

To make things easier, more detailed information is frequently added to describe the issue, how to fix it, and the necessary steps or configuration modifications.

Unfortunately, there isn't any extra information in this error notice.

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_CTI105 - Call is in queue (&1): ANI=&2, DNIS=&3 ?

  The SAP error message CRM_CTI105 indicates that a call is currently in a queue, and it provides additional information about the call, such as the Automatic Number Identification (ANI) and Dialed Number Identification Service (DNIS). This message is typically encountered in the context of SAP Customer Relationship Management (CRM) systems that are integrated with Computer Telephony Integration (CTI) solutions.
  Cause:
  The error message occurs when:
  
  A call is being processed but is not yet connected to an agent or is waiting in a queue.
  The system is configured to handle calls in a specific manner, and the call is waiting for an available agent to take it.
  There may be issues with the telephony system or configuration that prevent the call from being routed to an agent immediately.
  
  Solution:
  To resolve the issue, consider the following steps:
  
  
  Check Agent Availability: Ensure that there are available agents to take the call. If all agents are busy, the call will remain in the queue until an agent becomes available.
  
  
  Review Queue Configuration: Verify the configuration of the call queue in the CTI system. Ensure that the queue is set up correctly and that calls are being routed as expected.
  
  
  Monitor Call Queue: Use monitoring tools to check the status of the call queue. This can help identify if there are any bottlenecks or issues with call routing.
  
  
  Check Telephony System: Ensure that the telephony system is functioning correctly. Look for any errors or issues in the telephony logs that might indicate problems with call handling.
  
  
  Consult Documentation: Refer to the SAP documentation or CTI integration guides for specific configuration settings that may need to be adjusted.
  
  
  Contact Support: If the issue persists, consider reaching out to SAP support or your telephony vendor for assistance. They may have additional insights or troubleshooting steps specific to your environment.
  
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that may address known issues or provide patches related to the CRM_CTI105 error.
  CTI Integration: Familiarize yourself with the specific CTI integration being used, as different systems may have unique configurations and troubleshooting steps.
  System Logs: Review system logs for any additional error messages or warnings that may provide more context about the issue.
  
  By following these steps, you should be able to diagnose and resolve the CRM_CTI105 error effectively.