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MERLIN LEGEND Communications System Release 5.0
System Manager’s Guide
555-650-118
Issue 1
June 1997
Troubleshooting the System
Page 8-26Calling Group Overflow Calls Not Receiving Screen Pop
8
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
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 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.