Lucent Technologies 5 manual Calling Group Overflow 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
Calling Group Overflow Calls Not Receiving Screen Pop	Page 8-26

What to do: Check the system planning form for the DLC that transferred the call or consult the DLC operator. Then do one of the following:

■If the call was from another source, go to Possible Cause 4.

■If the DLC is monitored, this is the cause of the problem. If you wish the DLC to be unmonitored, consult the PassageWay Telephony Services Network Manager’s Guide for information about changing the extension’s status.

■If the DLC is unmonitored, the call arrived on an ISDN line routed by dial plan, or the call was transferred or conferenced by a QCC, go to Possible Cause 5.

Possible Cause 4: The call may be an outside call transferred from another non-operator system extension.

What to do: Screen pop only shows the caller information for the inside extension.

Possible Cause 5: 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).

Calling Group Overflow Calls Not	8
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.