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MERLIN LEGEND Communications System Release 6.0
System Manager's Guide 555-660-118
8
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.
Possible Cause 1: 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.
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.
Secondary Announcements Not
Playing as Programmed
In Release 5.0 and later systems, as many as ten primary delay announcement
devices and one secondary device can be assigned to play messages for callers
waiting for calling group agents. When a delay announcement is first set up or is
changed, it may be necessary to adjust the interval between announcements; this
interval applies to the delay between the primary and secondary announcements
as well as to the interval between repetitions of the secondary announcement (if
the secondary announcement is programmed to repeat).
Problems occur when the actual delay interval experienced by callers is not the
same as the programmed interval and callers do not hear the secondary
announcement when you planned it. The seriousness of the problem can be
analyzed through the use of a programmed Calls-in-Queue alarm button that
responds to tiered alarm thresholds.
NOTE:
The Feature Reference includes detailed information about setting up
Group Calling delay announcements and other calling group options.
8
8
Issue 1
February 1998
Page 8-27
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