MERLIN LEGEND Communications System Release 6.1
Pocket Reference
555-661-116
Issue 1
August 1998
Page 9
Release 5.0 Enhancements (June, 1997)
NOTE:
Transfer and 3-way conference, when handled through a
CTI link application, provide the original caller’s calling
number information or other information to the transfer
receiver or new conference participant, if the user has
screen-pop capability.
■ Screen Pop. Screen pop occurs when the calling number,
called number, or other user-defined identifier (such as an
account code that a voice-response unit prompts the caller to
dial) is used to display a screen associated with the calling
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 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:
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 assigned as a CTI link extension, it is non-
monitored.
Calls to a QCC 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.
Calls transferred from Cover buttons on non-monitored
DLCs do not initiate screen pop at the destination
extension.
■ HotLine Feature. The Release 5.0 HotLine feature is designed
for retail sales, catalogue sales, and other types of businesses
and organizations. It is available in all three modes of system
operation. The feature allows a system manager to program a
single-line telephone extension as a HotLine. When a user lifts
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