Calls Not Receiving Screen-Pop - Lucent Technologies MERLIN LEGEND Release 7.0 System Manager's Quick Reference

MERLIN LEGEND Communications System R7.0
System Manager's Quick Reference 555-670-119
Troubleshooting the System

Calls Not Receiving Screen-Pop

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 call 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 "Calling Group Overflow Calls Not Receiving Screen-Pop"
page 145.
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:
Possible Cause 2:
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.
The receiving extension may not be using a CTI link
application.
What to do: Check the system planning form for the
extension. Then do one of the following:
• If the extension includes an analog multiline BIS or
MLX telephone and is not assigned as a PassageWay
Telephony Services client extension, this is most likely
the cause of the problem. Consult the PassageWay
Telephony Services Network Manager's Guide for
information about changing the extension's status.
• If the extension is assigned to receive CTI treatment,
go to Possible Cause 3.
Issue 1
April 1999
142
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