Lucent Technologies MERLIN LEGEND 6 - Manual (Page 372)

MERLIN LEGEND Communications System Release 6.0
System Manager’s Guide
555-660-118
Issue 1
February 1998
Troubleshooting the System
Page 8-26 Calls Not Receiving Screen Pop
8
What to do: Check the system planning form for the extension. Then do one of
the following:
■ If the extension includes an analog multiline BIS or MLX telephone and is
not assigned as a PassageWay Telephony Services client extension, this is
most likely the cause of the problem. Consult the
PassageWay Telephony
Services Network Manager’s Guide for information about changing the
extension’s status.
■ If the extension is assigned to receive CTI treatment, go to Possible
Cause 3.
Possible Cause 3: The call may have been transferred from a monitored
Direct-Line Console (DLC) that is using a CTI link application.
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).