Lucent Technologies MERLIN LEGEND 6 - Manual (Page 371)

MERLIN LEGEND Communications System Release 6.0
System Manager’s Guide
555-660-118
Issue 1
February 1998
Troubleshooting the System
Page 8-25 Calls Not Receiving Screen Pop
8
Possible Cause 3: In a Release 6.0 or later system, the queue control setting
may be too low, so that callers are receiving a busy signal.
What to do: Consult System Programming, Chapter 3, to set the queue control
value to a higher number. The factory-set default is 99 calls allowed in the queue,
but the value can be set to any number between 0 and 99. If the queue control
value is properly set, go to Possible Cause 4.
Possible Cause 4: 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 8–27
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.