Calling Group Overflow 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

Calling Group Overflow Calls Not Receiving Screen-Pop

Calling Group Overflow 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 of a
calling group member or overflow calling group member.
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 was not delivered to an SA button.
What to do: In cases where a call is directed to an overflow
calling group member who has a personal line for the call
and that member's SA buttons are unavailable, the call can
be delivered to the personal line and not initiate screen-pop.
To assure proper delivery, set all personal lines on overflow
group members' telephones to No Ring. If this is not the
problem, go to Possible Cause 2.
The CTI link is not working.
What to do: Check the CTI link.
• Consult the PassageWay Telephony Services Network
Manager's Guide for troubleshooting information.
• If you cannot solve the problem yourself, call the
Lucent Technologies Helpline at 1-800-628-2888
(consultation charges may apply).
Issue 1
April 1999
145