Troubleshooting Merlin Magix

Calls Not Receiving Screen Pop

In 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 call from a QCC or a DLC that does not use CTI applications, or a PRI call where routing is by dial plan.

Screen pop may or may not work across a private network.

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.

What to do: Check the system planning form for the extension. Then do one of the following:
• If the extension includes an 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 5.

• 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 6.

Possible Cause 4: The loop-start ID delay timer on the 800 GS/LS-ID module is not turned On.

What to do: Turn On the delay timer in system programming.

Possible Cause 5: The call may be an outside call transferred from another non-operator system extension.

What to do: Screen pop shows only the caller information for the inside extension.

Possible Cause 6: 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 Carroll Communications at 732-751-0101 (consultation charges may apply).
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