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Amanda @SOHO Version 3.xx Administrator's Manual

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Installing and Administering
Am
nd
@SOHO
A
A
Version 3.xx
Administrator's Guide: 7/01 Edition

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Summary of Contents for Amanda Amanda@SOHO Version 3.xx

  • Page 1 Installing and Administering @SOHO Version 3.xx Administrator’s Guide: 7/01 Edition...

  • Page 2: Copyright, Trademark, And Other Notices

    1RF USA-25312-VM-T. Its UL control number is 45ZA. Limited Warranty on Software The Amanda Company warrants the media on which the software is recorded to be free from defects in materials and faulty workmanship for a period of 90 days from the date the software is delivered.

  • Page 3: Fraudulent Usage Advisory

    Amanda software, is able to prevent such unauthorized usage. The Amanda software is likewise unable to prevent such uses as may constitute an invasion of privacy or other tort. THE...
  • Page 4 Installing and Administering Amanda@SOHO...

  • Page 5: Table Of Contents

    Accessing Amanda Remotely ........
  • Page 6 Shutting Amanda Down ........

  • Page 7: Introducing Amanda

    Introducing Amanda Using this Guide This guide is to be used by both the person who installs Amanda@SOHO and the person who administers the system after it has been installed. If you are the installer, you are primarily interested in “Chapter 2: Installing Amanda” but an awareness of the contents of “Chapter 3: Administering Amanda”...

  • Page 8: Getting Service And Support

    Configured as an off-duty attendant: Amanda provides 24-hour access to your company and its employees when an operator is unavailable. In this case, the telephone switching system sends all incoming calls to Amanda while the office is closed. Configured as a voice messaging center: Amanda takes messages and allows users to send, store, and forward messages, increasing productivity and enhancing inter-office communication.

  • Page 9: System Administration Support

    Installation Support Installation support covers the initial connection of Amanda to a telephone switching system as well as problems that occur when the system changes or Amanda is upgraded. Qualified Amanda dealers and solution providers, who are in good standing, receive...
  • Page 10 Installing and Administering Amanda@SOHO...

  • Page 11: Installing Amanda

    Installation Checklist Installing Amanda takes only a few steps. To install Amanda: Create ports on Amanda by connecting a telephone line from the telephone switching system to Amanda. Turn Amanda on and wait a couple of minutes. Log into mailbox 999 from a station connected to Amanda.

  • Page 12: Connecting Ports

    When Amanda notifies a user that a message has been left (for example, by paging that user or lighting the message light on the telephone), she uses port 4. Amanda can notify users only if port 4 is connected to the telephone switching system.

  • Page 13: Using The Batteries

    15 seconds after the power cord is unplugged. This allows all the data to be written to the hard drive before Amanda shuts down. After the batteries are inserted, make sure that Amanda@SOHO’s time is set correctly. Without the batteries,...

  • Page 14: Selecting The Telephone Switching System

    Dial: _______ (Amanda’s number) + mailbox + + security code + You can dial the mailbox’s security code (even though Amanda will say it is an in- valid security code). Then provide the mailbox: Dial: _______ + security code +...
  • Page 15 If your telephone switching system is not on this list (or if it is, but the dial codes needs some changes to fit your version or implementation of the switching system), you can access Amanda@SOHO via a modem and our host/remote software. However, to do this,...

  • Page 16: Setting The Date And Time

    Caller Instructions greeting. Amanda will not run smoothly if you do not select an extension as the operator’s extension. Ask your client who should answer incoming calls as the operator or receptionist and then log into Amanda to set it up. To designate the operator’s extension: (For login instructions, see “Logging into Amanda”...

  • Page 17: Designating The Fax Machine's Extension

    Chapter 2: Installing Amanda Designating the Fax Machine’s Extension If you attach a fax machine to an extension controlled by Amanda, Amanda recognizes the fax tone in an incoming call and transfers the call immediately to the fax machine’s extension.

  • Page 18: Using The Remote Program

    Using the Remote Program To connect via data modem, both Amanda’s computer and the computer that will be accessing Amanda remotely must be running and have a modem that is connected to both a serial port and a telephone line.
  • Page 19 Chapter 2: Installing Amanda If Amanda is running, her main screen appears. Shut down Amanda: Press Alt+S. Type Y for yes two times. The SOHO Dialcodes Installation screen appears. Use the Up and Down arrow keys to move from field to field.
  • Page 20 In this case, this number should be greater than 0. Use 0 when Amanda does not wait for a dial tone (as when the telephone switching sys- tem returns stutter dial tone or silence on a transfer). A good value is 4 (seconds) when she does wait for a dial tone.
  • Page 21 Type a number of tenths of seconds. A value of 0 prevents integration. Any other value is the amount of time that Amanda will wait for information from the telephone switch- ing system. A suggested value for this timeout is 10 (which equals 1 second). In some cases you may need a value of 15 or 20.

  • Page 22: Entering Integration Strings

    An integration pattern is a string of characters that represent the DTMF digits you expect the telephone switching system to send to Amanda when a call is directed to one of her ports. You replace an actual extension which appears in a pattern with its equivalent Amanda mask of character codes.
  • Page 23 Select a fifth extension that forwards all calls to Amanda. • If applicable, create a hunt group that will forward back to Amanda if the hunt group is busy or rings without answer. For each of the following tests, write down the DTMF string that is sent by the telephone switching system.

  • Page 24: Changing The Date And Time Remotely

    If so, draw a line through it. If not, then your switch sends a unique busy forwarded integration to Amanda. For example, the string may look like “*123”. The “*” denotes a busy forwarded call, and the “123”...

  • Page 25: Administering Amanda

    Administering Amanda Understanding Amanda To users and callers, Amanda is a voice on the telephone guiding them to people, services, and the message center. However, Amanda’s design revolves around the mailboxes, some of which are default, but most of which are defined by you as the system administrator.
  • Page 26 Mailbox that allows a caller to leave a message for a user other than the one he has contacted. Directions for this are in Using Amanda, the guide that explains to the user how to use the telephone to get messag- es, etc.

  • Page 27: Personal Mailboxes

    When a caller requests extension 147, Amanda rings that extension. If the user does not answer the call or if Do Not Disturb is on, Amanda plays the scheduled greeting. After mailbox 147 has been processed, Amanda returns to mailbox 991, the Caller Instructions mailbox, and plays its current greeting (by default, Greeting 1).

  • Page 28: Processing Calls And Mailboxes

    If the mailbox is a personal mailbox, the user’s telephone rings (unless the user has Do Not Disturb turned on). If the telephone is not answered, if the extension is busy, or if Do Not Disturb is on, Amanda asks the caller to leave a message.
  • Page 29 Chapter 3: Administering Amanda Call Processing Diagram...

  • Page 30: Administering Amanda

    You also are expected to access some of the default mailboxes to make sure, for example, that greetings are recorded and scheduled as needed. When you dial Amanda’s extension and identify yourself as mailbox 999, your top level menu has one additional choice ( ) for System Administration.

  • Page 31: Creating A Personal Mailbox For Someone Without A Telephone

    For example, you might create mailboxes 200 through 210. To create a single personal mailbox: (For login instructions, see “Logging into Amanda” on page 7.) + enter mailbox + To create a range of personal mailboxes: (For login instructions, see “Logging into Amanda”...

  • Page 32: Deleting A Mailbox

    For example, you might create mailboxes 800 through 804. To record greetings for informational mailboxes, you use a telephone that is a station on the Amanda system. You call Amanda using the informational mailbox and its security code. Deleting a Mailbox To avoid accidental deletions, mailboxes must be deleted one at a time and each deletion must be confirmed.

  • Page 33: Recording Company Greetings

    Recording the Company Greeting Mailbox 990, known as the Company Greeting mailbox, is the first mailbox that Amanda uses to process an incoming call. Its current greeting is the first thing that the caller hears. By default the current greeting is Greeting 1, but you can change the current greeting manually or schedule it to change.

  • Page 34: Recording Caller Instructions

    . on holidays. Recording Caller Instructions Mailbox 990 redirects Amanda to mailbox 991, known as the Caller Instructions mailbox. Amanda plays a greeting from the Caller Instructions mailbox (by default, Greeting 1) after the company greeting. Typically, it provides a list of options for reaching departments or listening to information.

  • Page 35: Recording Employee Directory Instructions

    If there are several matches, Amanda plays all of them. When a caller enters a name that is not in the directory, Amanda says, “I’m sorry. I could not find a match for your entry.”...
  • Page 36 If a user wants to create a menu, you might need to create some informational mailboxes for him. Otherwise, he must use existing mailboxes. To create a menu for an informational mailbox: (as that mailbox) (For login instructions, see “Logging into Amanda” on page 7.) the digit (0-9) + the mailbox that Amanda +...

  • Page 37: Sample Menus

    4. To access the employee directory, enter 411. To reach an Operator, press 0 or stay on the line.” When the caller presses 1, Amanda goes to mailbox 304 because extension 304, a personal mailbox, is answered by the customer support representative.

  • Page 38: Managing System Announcements

    To use these menus, you must create the appropriate greetings (usually greeting 1) for mailboxes 991, 800, 801, and 802. For an example of using menus with a personal mailbox, see Using Amanda@SOHO. Managing System Announcements The system announcement gives out system-wide information. When recorded, it is played automatically to users when they log on to their mailboxes.

  • Page 39: Managing Mailing Lists And Holiday Lists

    Cancel the recording Save the recording To delete a system announcement: (For login instructions, see “Logging into Amanda” on page 7.) Managing Mailing Lists and Holiday Lists You are responsible for creating system-wide mailing lists and a list of holidays on which the company’s and individual user’s holiday greeting can be played.

  • Page 40: The Holiday List

    Enter the date as month-day-year. Use 1 or 2 digits for the month, 2 digits for the day, and 0, 2, or 4 digits for the year. (Amanda recognizes 0 digits as the current year. If you use 2 digits for the year, Amanda recognizes 97-99 as 1997, 1998, and 1999. To other numbers, she adds 2000.)

  • Page 41: Maintaining The System

    (to confirm) Resetting the Ports If the telephone switching system indicates that one of Amanda’s ports is in use, but you know that no one is connected to the port, you can reset all of Amanda’s ports. To reset the ports: (For login instructions, see “Logging into Amanda”...

  • Page 42: Reviewing System Information

    (For login instructions, see “Logging into Amanda” on page 7.) Checking the Software Version Number If you call The Amanda Company’s customer support, you are likely to be asked the software version number for your Amanda@SOHO system. To hear the version number: (For login instructions, see “Logging into Amanda”...

  • Page 43: Changing The Operator's Extension

    Amanda dials when the caller presses or does not make a selection when he hears the Caller Instructions greeting. Amanda will not run smoothly if no one’s extension serves as the operator’s extension. The installer should set this up as part of the installation process, but you might need to change that extension at some point in time.
  • Page 44 Installing and Administering Amanda@SOHO...

  • Page 45: Setup Sheets

    Appendix A: Setup Sheets Company Greeting Example Mailbox 990 Preassigned) Greeting The caller will hear: The greeting will play: Good morning. Thank you for calling _____________ Starts at 8:00 a.m. Company Name Monday through Friday Good afternoon. Thank you for calling ____________ Starts at 12:00 p.m.

  • Page 46: Caller Instructions Example

    Installing and Administering Amanda@SOHO Setup Sheets Caller Instructions Example (Mailbox 991 Preassigned) (Because of the seamless transfer from 990 to 991, the caller hears these instructions immediately following the main greeting Greeting The caller will hear: The greeting will play: For Sales, please press 1;...

  • Page 47: Mailbox With Menu

    Appendix A: Setup Sheets Setup Sheets Mailbox with Menu Mailbox Number: __________ Comment: ________________ Greeting The caller will hear: Greeting plays: Time: Days: Time: Days: Time: Days: Mailboxes assigned to menu options: If Caller Presses Mailbox Comments 0 transfers to 1 transfers to 2 transfers to 3 transfers to...

  • Page 48: Mailbox Checklist

    Installing and Administering Amanda@SOHO Setup Sheets Mailbox Checklist Mailbox Purpose Reserved for Operator...
  • Page 49 Appendix A: Setup Sheets Mailbox Purpose —Master Copy— Make copies of this sheet prior to filling it out.
  • Page 50 Installing and Administering Amanda@SOHO Mailbox Purpose Reserved for Employee Directory Reserved for Main Greeting Reserved for Caller Instructions Reserved Reserved Reserved Reserved for Future Delivery Reserved Reserved Reserved for Direct Send to Voice Mail Reserved for System Administration...

  • Page 51: Troubleshooting

    If you have problems with Amanda@SOHO, an Amanda Company customer service representative can call your system to ascertain and correct the problem—but only if an external modem is attached to your system. The Amanda Company recommends using a 14400 bps or higher modem.
  • Page 52 Installing and Administering Amanda@SOHO BEFORE you create mailboxes. Otherwise all the mailboxes must be deleted and recreated.

  • Page 53: Wall-Mounting Instructions

    If you are mounting Amanda@SOHO on the wall, use this template to determine where to put the screws (or bolts) that will attach Amanda to the wall. The template shows the holes on the back plate of Amanda@SOHO. These should be spaced properly, so that you can place the template against the wall.
  • Page 54 Installing and Administering Amanda@SOHO...

  • Page 55: Index

    AT&T Partner Plus company greetings flashtm AT&T System 25 setup sheets hangup detection attendant configuring kinds of automated Amanda via modem off hook off-duty connecting prefix primary computers by modem system shutdown secondary ports system startup 12, 15 automated attendant REMOTE.COM...
  • Page 56 50 Installing and Administering Amanda@SOHO direct messaging immediate record mailing lists mailbox character code system-wide directory indicators menu options 30, 31 employee message waiting changing 30, 31 disconnecting information removing REMOTE.COM informational menus 21, 25 distribution sales mailboxes creating 30, 31...
  • Page 57 Amanda via modem extension for Amanda via remote computer technical support receptionists telephone switching system mailboxes setup sheets changing record greetings selecting character code menus...
  • Page 58 52 Installing and Administering Amanda@SOHO secondary attendant warranty What to dial when there is no trans- voice web site fer dial tone What to dial before the mailbox ex- Which DTMF tone to listen to for version number tension hangup detection...
  • Page 59 Enabling Network Telephony for the Communicating PC Amanda@SOHO Administrator’s Quick Reference Administer Amanda Dial: _______ (Amanda’s no.) + + security code + Use Main Menu’s Admin. Options Manage lists Administer Amanda Exit user mode Hang up Manage System Lists Select a list...

  • Page 60: System Administration Menu

    System Administration Menu Record announcement Reset ports Delete announcement Set system options Manage mailboxes Return to prev. Shut down Amanda Review options Manage Mailboxes Create one mailbox Set operator’s ext. Create mailbox range Set fax machine’s ext. Delete mailbox Return to prev. menu Change sec.

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