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MERLIN LEGENDCommunications System Release 6.1
System Planning
555-661-112
Issue 1
August 1998
Prior Releases: Features and Enhancements
Page xxiiiRelease 5.0 Enhancements (June, 1997)
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:
■ 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.
■ 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.