Calls Not Receiving Screen Pop - Lucent Technologies MERLIN LEGEND Release 6.1 System Manager's Manual

MERLIN LEGEND Communications System Release 6.1
System Manager's Guide 555-661-118
8 Troubleshooting the System

Calls Not Receiving Screen Pop

What to do: Assign incoming lines to the calling group extension number (see
Chapter 3, System Programming ). If calls on these lines still do not reach the
calling group members, go to Possible Cause 3.
Possible Cause 3: In a Release 6.0 or later system, the queue control setting
may be too low, so that callers are receiving a busy signal.
What to do: Consult System Programming , Chapter 3, to set the queue control
value to a higher number. The factory-set default is 99 calls allowed in the queue,
but the value can be set to any number between 0 and 99. If the queue control
value is properly set, go to Possible Cause 4.
Possible Cause 4: The telephone may be defective.
What to do: Test the telephone by replacing it with a similar telephone that you
know is working properly. Program the buttons as appropriate.
If calling group calls are received on the replacement telephone, then
replace it with the original telephone and check again. If the problem
persists on the original telephone, then the original telephone may be
defective. Call the Lucent Technologies Helpline at 1 800 628-2888
(consultation charges may apply).
If calling group calls are not received on the replacement telephone, there
may be a problem with the system wiring or the control unit. Call the Lucent
Technologies Helpline at 1 800 628-2888 (consultation charges may
apply).
Calls Not Receiving Screen Pop
In Release 5.0 and later systems with a CTI link (Hybrid/PBX mode only), screen
pop of caller information occurs when a call arrives at an SA button. The call may
be a calling group call, a transfer or conference from a QCC or a DLC that does
not use CTI applications, or a PRI call where routing is by dial plan. If the problem
occurred at the extension of an overflow calling group member, see
Group Overflow Calls Not Receiving Screen Pop" on page
NOTE:
In Release 6.0 and later systems, screen pop may or may not work across
a private network. See the Network Reference for more details.
Possible Cause 1: The call may not have arrived on an SA button.
What to do: The user at the extension may have a personal line for a call that
also arrives on an SA button. If the user has not answered the call at a personal
line button, go to Possible Cause 2.
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8–27.
Issue 1
August 1998
Page 8-25
"Calling