Lucent Technologies 5 manual Calls Not Receiving Screen Pop

MERLIN LEGEND Communications System Release 5.0	Issue 1
System Manager’s Guide 555-650-118	June 1997
8 Troubleshooting the System
Calls Not Receiving Screen Pop	Page 8-25

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 8

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 ‘Calling‘ Group Overflow Calls Not 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.