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

MERLIN LEGEND Communications System Release 5.0
System Manager's Guide 555-650-118
8 Troubleshooting the System

Calls Not Receiving Screen Pop

Possible Cause 3: 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 unmonitored DLC,
or a PRI call where routing is by dial plan. If the problem occurred at the extension
of an overflow calling group member, see
Receiving Screen Pop'' on page 8-26
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.
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 CTI-enabled 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.
Possible Cause 3: The call may have been transferred from a monitored
Direct-Line Console (DLC) that is using a CTI link application.
8
''Calling Group Overflow Calls Not
Issue 1
June 1997
Page 8-25