Lucent Technologies 6.1 manual Screen Pop

MERLIN LEGENDCommunications System Release 6.1	Issue 1
System Planning 555-661-112	August 1998
Prior Releases: Features and Enhancements
Release 5.0 Enhancements (June, 1997)	Page xxiii
Screen Pop	0

Screen pop occurs when the calling number, called number, or other user-defined identifier (such as account code that a voice-response unit prompts the caller to dial) is used to display a screen associated with the far-end party. For example, Caller ID services can be used to support screen pop on a system that includes a CTI link; using the calling party number as a database key code, information about a caller automatically appears on the user’s computer screen when the call arrives at the extension. Depending on the application, screen pop may be available for calls that arrive on line buttons other than SA buttons and/or calls that are answered manually at the telephone rather than by the application.

Screen pop can occur on incoming calls from the following sources:

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Calling group distribution

ISDN PRI Routing by Dial Plan

An extension on the MERLIN LEGEND Communications System

Remote access

NOTE:

In the case of remote access calls, the only information that the application can collect about the caller is the remote telephone number.

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A transfer of a call that was answered by a voice response unit

A transfer, redirection, or conference of a call that was answered at a DLC or at a QCC

NOTES:

1.DLCs (Direct-Line Consoles) may use CTI applications. If they do, they perform the same way as other extensions. A DLC assigned to use a CTI link application is a monitored DLC. When a DLC is used as a regular operator console and not using a CTI link extension, it is non-monitored.

2.Calls to a QCC or non-monitored DLC do not initiate screen pop at the operator position, but when an operator directs a call to an extension using a CTI application, caller information does initiate screen pop. If the DLC is non-monitored, screen pops can occur after the DLC releases the call.

3.Calls transferred from Cover buttons on non-monitored DLCs do not initiate screen pop at the destination extension.