Page 1 Installing @Work.Group/ Version 7.xx Designed for Installer’s Guide Edition 12/01/01...
Page 2: Copyright And Trademark Notices
90 days from the date the software is delivered. If a defect in the media should occur during this period, you may return the media to The Amanda Company and The Amanda Company will replace the media without charge.
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 AMANDA COMPANY...
Page 4: Conventions
The name by which this manual refers to the Amanda@Work.Group/DOS system to make reading about the system easier. Because of the name Amanda, the system is also referred to as “she.” caller Someone who calls into Amanda. A caller of- ten obtains information, leaves a message for someone, and/or provides information.
Page 5 Depending on how you purchased our product or what voice boards you are installing, parts of this guide may not pertain to you. For example, if you purchased a turnkey solution comprised of Amanda preloaded onto a PC, you can skip all sections regarding the system requirements and the...
Page 6 Installing Amanda@Work.Group/DOS...
Page 7: Table Of Contents
Installing Amanda Company Boards ........9...
Page 8 Using This Chapter ..........87 Configuring Amanda for Your KSU....... . . 87 Using the Questionnaire .
Page 9 Accessing Amanda Remotely ........
Page 10 Troubleshooting Amanda ........
Page 11: Introducing Amanda
Chapter 1: Introducing Amanda Computer Requirements The PC on which your Amanda system is installed has: • MS-DOS version 6.22 in the directory C:\DOS. • A 386DX processor running at 40MHz. • A VGA card. • 4MB of RAM. •...
Page 12: Environmental Requirements
Locate the unit in an area free of excess moisture, dust, corrosive gases, and chemicals. • Install Amanda securely on a table or desk at least 2 feet (.6 meters) above the floor. • Use a properly grounded electrical outlet which is not controlled by a switch.
Page 13 Amanda on non-DS Norstar system cabinets. DS hardware provides a “handshake” between the CO and the Norstar KSU that allows Amanda to use ports more efficiently. This requirement probably applies to all Norstar proprietary and all third-party voice messaging systems.
Page 14: General Uses
Amanda is installed must be used only for Amanda. Depending on what lines from your PBX are connected to Amanda and when calls are sent to Amanda to be processed, Amanda can serve you or your customer in a variety of ways.
Page 15: Purpose Of This Guide
24 hours a day). Information such as your address, available hours, directions to your offices, and so forth, might be better handled by Amanda. Amanda’s serial ports can access databases and other information stored in other computers, allowing Amanda to give callers information on account balances, train schedules, and so forth.
Page 16: Customer Service And Support
Web Site: http://www.taa.com End User Support End user support covers the actual usage of Amanda through the telephone, such as picking up messages, sending messages, changing greetings, and using distribution lists. Registered Amanda sites receive free end user support for the life of their systems. Be sure to send in your registration card! System Administration Support System administration support covers the configuration of Amanda;...
Page 17: Installation Support
Chapter 1: Introducing Amanda Installation Support Installation support covers the initial connection of Amanda to a telephone switching system as well as solutions to problems that occur when the system is reconfigured or Amanda is upgraded. The Amanda Company now offers installation support to any dealer who buys a turnkey system.
Page 18 Installing Amanda@Work.Group/DOS...
Page 19: Installing Amanda Company Boards
Northern Telecom VMI hardware. They emulate Norstar M7310 digital telephone sets and permit a direct digital link with compatible Norstar KSUs. The Amanda Company voice board also provides more features and better performance because it is entirely digital.
Page 20: Background Information
Program the telephone switching system for voice mail integration. Run The Amanda Company’s Voice Board Advisor program to show you how to jumper your Amanda Company voice boards for Norstar. (A separate disk—the Board Advisor disk—contains this program and is shipped with each Amanda Company voice board.)
Page 21 Amanda Company voice boards are preset to D800. If another vendor’s product (such as SCSI controller, LAN card, or modem) uses that location, you must select another for the voice board. The Amanda Company provides the Voice Board Advisor program to select a good location for you. See “A Typical Board Arrangement”...
Page 22: Configuring The Boards
You must also set JP3, the jumper block that indicates which hardware interrupt (IRQ) the board will use to communicate with the driver. All the Amanda Company voice boards in the same PC must use the same IRQ. Amanda Company voice boards are preset to use IRQ 7. Advisor shows where to place the shorting jumper for this IRQ.
Page 23: Running Advisor
If Advisor detects the presence of voice boards on a computer that was not previously an Amanda system, you are asked to remove the voice boards. To get board configuration information from Advisor: Insert the disk labeled “Board Advisor Disk” into the A: floppy disk drive.
Page 24 Proceed with rebooting now [Y,N]? Press Y for Yes or wait for a few seconds for the system to do this auto- matically. If adding additional voice boards to an existing Amanda system, the next screen appears. Otherwise, go on to step 5.
Page 25 The Advisor program is examining your computer, please wait ... Advise - Board Configuration Utility Version 1.0 Copyright (c) 1994-6, The Amanda Company, Inc. Maximum Number of Boards possible: How many boards do you wish to install[1]? Type the number of new boards to be installed now.
Page 26 Installing Amanda@Work.Group/DOS Configure the boards’ memory segments and offsets from the displayed information. Press Q for Quit when you are finished. The final screen appears.
Page 27: A Typical Board Arrangement
If another vendor’s product (such as SCSI controller, LAN card, or modem) uses that location, you must select another for the voice board. The Amanda Company provides the Voice Board Advisor program to select a location for you. Table 1: Typical 4-Board Arrangement...
Page 28 Installing Amanda@Work.Group/DOS Table 1: Typical 4-Board Arrangement Board 4 Ports 13-16 DE00 (see Row 24) Possible Jumper Settings Segment and Pos. 1 Pos. 2 Pos. 3 Pos. 1 Pos. 2 Pos. 3 Offset Closed Open Open Closed Closed Closed B000 (to B1FF)
Page 29: Installing The Boards
Chapter 2: Installing Amanda Company Boards Segment and offset usually selected by The Amanda Company for first Amanda Company voice board for Norstar. When you buy your board from The Amanda Company, this is its default setting. Jumper Block for IRQ (JP3) Each number represents an IRQ.
Page 30: Connecting The Ports
Turn the computer back on. From the C:> DOS prompt, follow the installation instructions in “Chap- ter 5: Installing Amanda Software”. Use an electrostatic discharge-safe (ESD-safe) station while AUTION configuring and installing your board. Otherwise, static dis- charge may damage your board.
Page 31: Connecting The Cables
Voice Ports Telephone Phone Switch tline-R.cad Connecting the Cables The length of twisted pair cables connecting the telephone sets and Amanda ports to the KSU should not exceed 250 ft. Increasing the length of the cables can cause background noise.
Page 32 Installing Amanda@Work.Group/DOS...
Page 33: Programming Your Ksu
Amanda on the right. This section explains why The Amanda Company requires some of the settings that appear in the tables. Read this section as a general overview;...
Page 34 You must configure all of the incoming lines that are to be answered by Amanda to ring at the first of the Norstar station ports connected to Amanda. The remaining ports connected to Amanda must not have ringing enabled for any lines.
Page 35 • A mailbox. A mailbox’s “name” is its number, which ranges from 0 to 99,999,999. If you are using tenant services, read “Sharing Amanda” on page 121 for more information about the line names used with tenant services. Hands Free...
Page 36 The tables instruct you to use the following approach: Amanda’s ports are named on the Norstar KSU, for example, AMANDA1, AMANDA2, and so on. Then you must create an Amanda mailbox for each of the DNs using its proper Set Name.
Page 37: Starting And Ending Programming
This paragraph explains an alternative approach: Amanda’s ports are numbers on the Norstar KSU. Amanda’s own ports are not included as mailboxes. This is the simpler approach, but it is not in the tables because installers commonly name voice mail ports on Norstar KSUs.
Page 38: Using The Templates
Installing Amanda@Work.Group/DOS • Begin programming for a heading or subheading. Use Next (Down Arrow) or Back (Up Arrow) to move to the next or previous heading, subheading, or setting. To end a programming session: • Press Rls to end the session.
Page 39 Chapter 3: Programming Your KSU 7208 Template: Program the 616 Copy Backspace Change Remove Default Heading Retry Show <-- View --> Back Next...
Page 40: Using The Programming Tables
Using the Programming Tables This section contains a table for each of the Norstar KSUs that are compatible with Amanda. Each table shows the programming menu for a KSU and the settings required or suggested for efficient call management. These settings are intended to be adjusted after the switch has been completely configured and installed! They are intended for Full, Auto Attendant configurations which include Out Calling Notification.
Page 41 Full AutoHold LossPkg Line Data Line type PoolA Line grp PrimeSet Aux. Ringer Auto privacy Do this for each line to be accessed by Amanda. A Line Pool must be built and assigned to Amanda. Use a letter from A-O.
Page 42 Prime Line 3. Routing This is the typical DN value for the first port of a 4-port Amanda. These are the typical DN values associated with Amanda’s middle (second through next-to-last) ports. This is the typical DN value associated with Amanda’s last port (i.e. notification port).
Page 43 On hold DRT to prime calls are not compatible with Amanda if the lines have names other than the Norstar default names. Check with The Amanda Company for more details if you need to set DRT to prime to Y.
Page 44 Installing Amanda@Work.Group/DOS Modular ICS (MICS) Settings (continued) MICS Programming Settings for Amanda Menu General Mid Ports Last Port Port 5. Miscellaneous Backgrnd music Direct-dial # DISA DN Auto DN Alarm set CAP Assignment Link time Set relocation Host delay Receiver volume...
Page 45 These are the recommended DN values associated with Amanda’s middle (second through next-to-last) ports. This is the recommended DN value associated with Amanda’s last port (i.e. notification port). Be sure to add a mailbox in Amanda for each Amanda port, using this name as the Set Name.
Page 46 C. Set Copy D. Maintenance The next-to-the-last port should NOT forward to the last (notification) port. The Amanda Company recommends sending these calls to the Norstar Prime Set (live attendant) in the event of a Norstar or Amanda port malfunction.
Page 47 Answer DNs ILG assignment This is the typical DN value for the first port of a 4-port Amanda. These are the typical DN values associated with Amanda’s middle (second through next-to-last) ports. This is the typical DN value associated with Amanda’s last port (i.e. notification port).
Page 48 Redirect ring ATA ans timer The Amanda Company recommends sending these calls to the Norstar Prime Set (live attendant) in the event of a Norstar or Amanda port malfunction. The next-to-the-last port should NOT forward to the last (notification) port.
Page 49 Line grp Aux. Ringer Be sure to add a mailbox in Amanda for each Amanda port, using this name as the Set Name. Do this for each line to be accessed by Amanda. Do this for each line to be accessed by Amanda.
Page 50 DRT to prime calls are not compatible with Amanda if the lines have names other than the Norstar default names. Check with The Amanda Company for more details if you need to set DRT to prime to Y.
Page 51 Chapter 3: Programming Your KSU Compact ICS (CICS) (continued) CICS Programming Settings for Amanda Menu General Mid Ports Last Port Port Remind delay (R2.0 Only) Directd pickup Page tone Page Timeout Daylight time Call log space Host delay Link time...
Page 52 Installing Amanda@Work.Group/DOS Compact ICS (CICS) (continued) CICS Programming Settings for Amanda Menu General Mid Ports Last Port Port Auto Attendant Remote access Rec’d # length DN length Telco features Software Keys Hardware Maintenance...
Page 53 Dial mode Tone Full AutoHold Line Data Line type PoolA Prime set Aux. Ringer Auto privacy Do this for each line to be accessed by Amanda. A Line Pool must be built and assigned to Amanda. Use a letter from A-O.
Page 54 ADD all lines to be answered by Amanda. DRT to prime calls are not compatible with Amanda if the lines have names other than the Norstar default names. Check with The Amanda Company for more details if you need to set DRT to prime to Y.
Page 55 Chapter 3: Programming Your KSU Modular DR5 (824) (continued) Modular DR5 (824) Settings for Amanda Programming Menu General Mid Ports Last Port Port 4. Miscellaneous Backgrnd music Direct-dial # DISA DN Auto DN Alarm set CAP Assignment Link time Set relocation...
Page 56 These are the typical DN values associated with Amanda’s middle (second through next-to-last) ports. This is the typical DN value associated with Amanda’s last port (i.e. notification port). Be sure to add a mailbox in Amanda for each Amanda port, using this name as the Set Name.
Page 57 C. Set Copy D. Maintenance The next-to-the-last port should NOT forward to the last (notification) port. The Amanda Company recommends sending these calls to the Norstar Prime Set (live attendant) in the event of a Norstar or Amanda port malfunction.
Page 58 A Line Pool must be built and assigned to Amanda. Use a letter from A-C. This is a typical value for a 4-port Amanda and a Norstar with no expansion cartridge. If you have an expanded CICS, the last four ports are 41 through 44.
Page 59 For more information, see DRT to prime calls are not compatible with Amanda if the lines have names other than the Norstar default names. Check with The Amanda Company for more details if you need to set DRT to prime to Y.
Page 60 This is Amanda’s notification port. Be sure to add a mailbox in Amanda for each Amanda port, using this name as the Set Name. For a tenant service (in which different lines are answered by different companies or departments, each of which has its own Company Greeting), use this feature to change line names such as Line01 to something like Line001 or Line888.
Page 61 Prime Prime (21) Forward delay The next-to-the-last port should NOT forward to the last (notification) port. The Amanda Company recommends sending these calls to the Norstar Prime Set (live attendant) in the event of a Norstar or Amanda port malfunction.
Page 62 Installing Amanda@Work.Group/DOS Compact DR5 (616) (continued) Compact DR5 (616) Settings for Amanda Programming Menu General Mid Ports Last Port Port Allow redirect Redirect ring Receive tones Hotline Priority call Line abilities Line filters COS passwords 6. Service Modes 7. Passwords 8.
Page 63: Other Cards And Devices
Other Cards and Devices Installing a LAN Card To use Amanda as a voice server, you must install a LAN card, also called a network interface card (NIC). The card must be NE2000 compatible. If you have any problems with the installation and you purchased the LAN card from The Amanda Company, please contact Customer Service.
Page 64: Using A Ups
The Amanda Company strongly recommends the installation of an uninterrupted power supply (UPS) with every Amanda system. It provides clean power to Amanda and keeps the probability of a computer lockup (and the resulting loss of data or even loss of the system) as low as possible.
Page 65 Amanda system or compared to the loss of confidence from callers and internal Amanda users. For more information about what causes power irregularities and what damage they can do to Amanda, call to be faxed Technical Note 10, “The Importance of a UPS.”...
Page 66 Installing Amanda@Work.Group/DOS...
Page 67: Installing Amanda Software
• Installed the voice boards. • Installed a LAN card. This applies only if you are installing Amanda as a voice server. Follow the installation checklist in “Chapter 2: Installing Amanda Company Boards” to configure the voice boards you use.
Page 68 Installing Amanda@Work.Group/DOS You see a screen similar to the following: Correct operation of an Amanda Call Processing system depends on accurate time and date settings in the computer. To assure correct operation, please verify these now. Here are the present time and date: Current time is 3:13:04.99p...
Page 69 Chapter 5: Installing Amanda Software Information similar to the following appears on the screen. This program installs or un-installs Amanda@Work.Group/DOS Version 7.xx Revision X on your computer system. You may press the [Esc] key at any time to stop the installation.
Page 70 Select the action that you want to be performed. Use the arrow keys to make a selection; then press Enter. Re-install Amanda@Work.Group/DOS Version 7.xx Revision X Un-install the existing Amanda@Work.Group/DOS 7.xx Revision X system Test configuration of this machine only Exit this installation program now...
Page 71 Exit this installation program now In any case, select the first option on the menu then press Enter. The next screen asks whether you are installing Amanda as a standalone system or as a voice server. Amanda@Work.Group/DOS can be installed as a networked Voice Server, integrated with a local area network (LAN), or as a stand-alone system.
Page 72 If you plan to use Amanda client software to configure Amanda and allow users to access messages from their computers as well as their telephones, you need to install Amanda as a voice server, select the sec- ond option “The LAN card is installed. Configure Voice Server system.”...
Page 73 Chapter 5: Installing Amanda Software Checking your computer for the proper components and conflicts . . . Verifying computer processor type . . . Verifying the video adaptor type ..Verifying total amount of memory ..
Page 74 If you selected a networked Voice Server installation, you will also be asked to install the MS-NETWORK files required to connect your Amanda@Work.Group/DOS Voice Server to the network. You will be asked to remove the disk labeled “Microsoft Workgroup Add-On for MS-DOS, Disk 1 - Setup”...
Page 75: Updating Amanda
You remove the 272. The EMS memory limit is the only solitary number in the DEVICE statement. Set up Amanda to work with your telephone switching system and according to your voice mail preferences. See “Chapter 6: Defining Tone Patterns” to define tone patterns and “Chapter 8: Configuring Amanda”...
Page 76 If you installed Amanda as a voice server, make the recommended changes to both C:\AMANDA\DOSMODE\CONFIG.SYS and C:\AMANDA\NETMODE\CONFIG.SYS. Depending on the mode in which you run Amanda, the CONFIG.SYS file (and other files) are copied to the root directory (C:\) from either C:\AMANDA\DOSMODE or C:\AMANDA\NETMODE. Changing the CONFIG.SYS in the root directory only is like not changing the file at all because it will be replaced every time you start Amanda.
Page 77: Defining Tone Patterns
(CPM) tones. These files must be named 1001.GTD and 1001.CPM. GTD tones let Amanda know that a caller has hung up after an inbound call. A central office (CO) line usually returns a dial tone, and a PBX or KSU usually returns a reorder (or fast busy) tone.
Page 78: Defining Tones With Smartcall
To run Setup and Diag: If Amanda is running, shut down the Amanda system: Press Alt+S (if Amanda is running as a standalone) or s (if Amanda is running as a voice server). Type in the password. (The default is AMandA with only the first two and the last letter capitalized.)
Page 79 Chapter 6: Defining Tone Patterns Now that the DOS prompt reads C:\AMANDA, type: SETUP Then press Enter. The Amanda Configuration Utility menu appears. From the Configuration Utility menu, press 2 to select Telephone Sys- tem Tone Patterns. The Diag main screen appears.
Page 80 Installing Amanda@Work.Group/DOS The Scan Control screen appears. Scan Control Screen To provide the CPM and GTD file names and set options that control how the tones are learned: Replace the CPM filename (TONE) with 1001 then press Enter. Replace the GTD filename (TONE again) with 1001 then press Enter.
Page 81 After setting all the necessary options, press F2 to save your choices. Press Esc to return to the Diag main screen. : Amanda will not run properly without the 1001.CPM and 1001.GTD files. These files must be in the C:\AMAN- DA\PBX.DB directory.
Page 82 Installing Amanda@Work.Group/DOS To learn CPM or GTD tones: From the SmartCall menu, select Define CPM or Define GTD. Then press Enter. The Call Progress Definition or the Global Tone Definition screen appears. Call Progress Definition Screen Press Page Down or Page Up until you locate a page for the tone.
Page 83 Chapter 6: Defining Tone Patterns SmartCall Screen Depending on the type of tone, you will either: • Just press Enter. • Type a telephone number in the Number field in the upper right cor- ner of the SmartCall screen then press Enter. outdial code Type the outside line access and telephone num- bers for a connection to test for tone patterns...
Page 84 Installing Amanda@Work.Group/DOS RNA station Type a non-Amanda extension that has a tele- number phone connected and is not answered. If voice- announce or call-announce is enabled, remember to enter the extension plus the additional digit or digits that force the extension to ring. For exam-...
Page 85 Chapter 6: Defining Tone Patterns Select the best result—if there is more than one. Use the following rules: • The first result permits the fastest detection of the tone. If the Cnt field for the first result is greater than 1, use it. •...
Page 86 For no response: For connected: For operator intercept tones: 11 (Don’t use 12 for fax tones; Amanda expects to find the fax tone in the GTD file.) For GTD: A PCPM number from 13 to 36. 10. Press F2 to copy the selected result to the 1001.CPM or 1001.GTD file.
Page 87 For busy/reorder tones: For no answer: For no response: For connected: For operator intercept tones: (Don’t use 12 for fax tones; Amanda expects to find the fax tone in the GTD file.) For GTD: A PCPM tone number from 13 to 36.
Page 88 Installing Amanda@Work.Group/DOS Tone Definition Fields (Continued) Definition Field Explanation Freq1 The first frequency of a dual frequency tone or the only frequency in a single frequency tone. : When set to zero, the tone’s frequency is ignored during the detection process. (Only its cadence is considered.) Freq2 The second frequency of a dual frequency tone;...
Page 89: Reasons For Multiple Results
Chapter 6: Defining Tone Patterns Tone Definition Fields (Continued) Definition Field Explanation Off Deviation The percentage of deviation allowed in the 2 Off Time when measured by the voice board. 10% is a good working value. Repetition Count For CPM: Not used. For GTD: Specifies the number of times a GTD cadence is to be detected on the line before queuing the GTD digit or event.
Page 90 Installing Amanda@Work.Group/DOS...
Page 91: Defining Integration Patterns
2-digit and 3-digit extensions. The Amanda Company provides some additional PBX files. If you need the information contained in one of them, you can copy it as 1001.PBX. (Amanda uses only 1001.PBX for integration purposes.) PBX File Contains Integration Information For: 1002.PBX...
Page 92 To copy a PBX file as 1001.PBX: If Amanda is running, shut down the Amanda system: Press Alt+S (if Amanda is running as a standalone) or s (if Amanda is running as a voice server). Type in the password. (The default is AMandA with only the first two and the last letter capitalized.)
Page 93: Using Character Codes
Definition Busy call state When bbb (or bbbb) appears in the integration pattern, Amanda checks the Busy Chain. If the Busy Chain is blank, she plays the custom busy mes- sage for mailbox bbb (or bbbb) or the system busy message.
Page 94 Definition ANI or Caller ID digits When a string of c’s appears in the integration pattern, Amanda stores the DTMF characters at those locations in the port variable %H. With token programming the %H can be used to identify callers and so forth.
Page 95 Whenever a call comes in on trunk line LINE703, for example, mailbox 703 is processed. If four trunk lines support two companies that share an Amanda system, the mailboxes matching the first two line names can have @G(990) in their Extension fields—causing Amanda to play one compa- ny’s greeting.
Page 96 Installing Amanda@Work.Group/DOS...
Page 97: Configuring Amanda
Using This Chapter This chapter contains a questionnaire that helps you determine exactly how your customer needs his Amanda system to be set up. It also guides you as you configure an Amanda system for the first time. Fortunately, The Amanda Company has configured Amanda so that over 90% of the configuration options need no change whatsoever.
Page 98: Using The Questionnaire
Using the Questionnaire Use this “First Use” questionnaire to find out how your customers prefer to use their Amanda system. Use the results as you run Setup to set configuration options, and as you create the mailbox template (usually mailbox 997). Then create mailboxes for users. It comes in both a standalone and voice server version because setting up mailboxes is different in Amanda Administrator.
Page 99 Chapter 8: Configuring Amanda Amanda Administrator and are displaying the Mailbox window. If not, use one of the following procedures to display the default mailbox template. To display the Mailbox window (if you are not logged onto Amanda Administrator): Start Amanda Administrator.
Page 100 This fea- Options General which is the default. ture can be turned off. Configuration Incoming Calls. Do you want Amanda to say “Please hold….?” Amanda parameter is Set the Amanda Says “Please Hold While…” check box to F for False please_hold...
Page 101 Options Advanced one ring on each port. phone within a certain number of Configuration (Amanda is being set up as a primary rings? Per Port. attendant.) (This decision can vary from port to Amanda parameter is port.)
Page 102 12) Do you want Amanda to tell the In Amanda, select Users Set the D/T option to YES. user the date and time a message...
Page 103 The current de- cides the user is unavailable? mailbox. fault is 0, which means 4 rings. (After these rings, Amanda takes a : If you are using the U to- AUTION message, reroutes the call, or does...
Page 104 7 greetings per mailbox.) 21) If YES to 20, do you want to use SYSTEM In Amanda, select Users Set Current Greeting to 0, which is the Amanda’s system greeting or a menu, then enter 997 in default. company-wide custom greeting mailbox.
Page 105 Use the COPY command shown above after the IDs have been created. 24) Do you want Amanda to let the In Amanda, select Users Set ID Call? to YES. user know who the call is for? menu, then enter 997 in mailbox.
Page 106 For example, if the user’s CUSTOM Set Name/Ext. to YES. Each user should make a recording. Until a user mailbox is 143, Amanda says “For makes his recording, the system re- mailbox 1-4-3.”) cording is used. : It is a good idea to have...
Page 107 Amanda parameter is prompt_file 32) Will Amanda be connected to a In the Setup utility, select Set the Printer Attached To LPT value printer so that you can print reports? System Configuration to 1.
Page 108 See Action for Question 37. sages, they accumulate. Do you System Configuration want to get rid of messages that have Options Advanced Set Amanda parameter purge to 0, been listened to and have been Configuration which is the default. around for a long time? General (Settings).
Page 109 3 to record the busy-hold music. Make your recording. It be- comes the file C:\AMAN- DA\HOLD.VOX and is played by Amanda to callers on hold. If you create HOLD0.VOX, HOLD1.VOX, etc. Amanda plays them after HOLD.VOX if the extension remains busy.
Page 110 Configuration Incoming Calls. Set the Amanda Says “Please Hold Do you want Amanda to say “Please While…” check box to F for False hold….?” Amanda parameter is You can also bypass this message for...
Page 111 Options Advanced one ring on each port. phone within a certain number of Configuration (Amanda is being set up as a primary rings? Per Port. attendant.) (This decision can vary from port to Amanda parameter is port.)
Page 112 10) Do you want Amanda to tell the From the Mailbox win- From the Options group box, select the user the date and time a message dow in Amanda Adminis- Play Date &...
Page 113 Adjust Maximum Rings is cides the user is unavailable? 0, which means 4 rings. trator, click the (After these rings, Amanda takes a If the circled number is not 4, select button after the mailbox message, reroutes the call, or does the Adjust Maximum Rings check box box.
Page 114 16) Do you want call screening ini- From the Mailbox win- From the Options group box, select the tially ON or initially OFF? dow in Amanda Adminis- Call Screening check box. trator, click the From the Options group box, clear the button after the mailbox Call Screening check box.
Page 115 To create a company-wide custom greeting, record a greeting for some mailbox (e.g., 445), then use DOS on the Amanda server after shutdown to copy it (e.g., C:\VMB.DB\5\445 \GRT1.VOX) as GRT1.VOX for each mailbox assigned to a user. For 3-digit...
Page 116 21) If YES to 20, do you want to use SYSTEM From the Mailbox win- From the Personal Greetings group Amanda’s system busy greeting or a dow in Amanda Adminis- box, clear the Custom Busy check box. custom busy greeting?
Page 117 Question Response Parameter Action (if applicable) 22) Do you want Amanda to let the From the Mailbox win- From the Options group box, select the user know who the call is for? dow in Amanda Adminis- Identify Called Party check box.
Page 118 Amanda parameter is prompt_file 30) Will Amanda be connected to a In the Setup utility, select Set the Printer Attached To LPT value printer so that you can print reports? System Configuration to 1.
Page 119 32) If YES to 31), do you want WEEKLY In the Setup utility, select Select the Once A Week On [TUE] At Amanda to shutdown once a week Write a day System Configuration [01:30] option. The default is Tuesday or everyday? and a time.
Page 120 3 to record the busy-hold music. Make your recording. It becomes the file C:\AMAN- DA\HOLD.VOX and is played by Amanda to callers on hold. If you create HOLD0.VOX, HOLD1.VOX, etc. Amanda plays them after HOLD.VOX if the extension remains busy. Each one is created as HOLD.VOX,...
Page 121: Running Setup
Chapter 8: Configuring Amanda Running Setup You must configure Amanda to work properly with your Norstar KSU and to let Amanda know your customer’s voice mail and other preferences. The Amanda Company provides the Setup utility to make configuring Amanda easier.
Page 122: Configuring A New Installation
“Chapter 14: Configuration Reference.” Configuring a New Installation Amanda has over 200 configuration options. They are what make Amanda so powerful and flexible. You will probably leave over 90% of those options set to their default settings. However, armed with the answers to the First Use Questionnaire, you should review the most commonly changed options (those in the General Configuration section of the Setup utility).
Page 123 Chapter 8: Configuring Amanda Press I for Incoming Calls. The Incoming Calls screen appears. Options with bracketed settings [T] or [F] are like Windows check boxes. Using T for True is like checking a check box. Using F for False is like clearing a check box.
Page 124 Press F10 to save your settings and Esc to return to the General Config- uration screen. 10. Press P for Password. The Password screen appears. Current Password is display-only. 11. Type the new password for Amanda in the Enter New Password text box.
Page 125 For Norstar KSUs, use the default Restricted notification. Set the port number to the highest number Amanda port connected to the KSU. For more information about restricted notification, see “Using Notification” on page 116.
Page 126: Using Notification
15. Press F10 to save your settings and Esc to return to the General Config- uration screen. 16. If you have installed Amanda as a Voice Server, press Esc to return to the System Configuration menu. 17. Press A for Advanced Configuration.
Page 127: Using Default And Recommended
The following is a complete list of the default (and recommended) mailboxes in case you need to change (or set) them. If two departments share an Amanda system, you might use these mailboxes for one department and create another set for the other department. (For more information about sharing an Amanda system, see “Sharing Amanda”...
Page 128 In most cases, only one hot_box is defined to detect fax tones and the remainder are unused. However, you cannot separate these for compa- nies or departments that share Amanda. future_delivery Mailbox that stores messages to be delivered at some time in the future.
Page 129: Creating Mailboxes
Chapter 8: Configuring Amanda Default and Recommended Mailboxes (Continued) Configuration Mailbox Option Purpose guest_defaults Mailbox which is the template for all new guest mailboxes. Mailbox 996 has been created for you. By default, this mailbox has Do Not Disturb OFF, call screening OFF, Greeting 0 as the current greeting, nothing in the Done Chain, and stores messages.
Page 130: Selecting A Transfer Method
(per station) basis. Because of the advantages of digital integration and the amount of call information given to Amanda, supervised transfers are not necessary unless a user requires Amanda call screening. If you use Amanda-controlled call transfers: •...
Page 131: Sharing Amanda
Administering Amanda@Work.Group/DOS. Sharing Amanda Sometimes more than one company or department share an Amanda system. Specific ports are assigned to specific groups. For example, on a two-port system shared by two companies, one company receives calls on port 1 and another on port 2.
Page 132: Identifying Incoming Co Lines By Name
Please see “Using the Programming Tables” on page 30for more details about Norstar KSU settings. Always name your lines LINEttt, and if you name your Amanda ports, always create a mailbox for each with that name in its Set Name field.
Page 133 Greeting mailbox), then both mailbox 701 and mailbox 702 should have the following in their Extension fields: @G(990) This token string tells Amanda to play Greeting 1 from mailbox 990 when a call comes in on LINE701 or LINE702. Similarly, if Company B uses LINE703 and LINE704 and its company...
Page 134 Installing Amanda@Work.Group/DOS...
Page 135 Chapter 8: Configuring Amanda The Users Screen Save Auto Delete Notify Table Copy Esc/EXIT PgDn/NEXT PgUp/PREV Users Mailbox: 701 Comment: Security Code: Extension: @G(990) Dir Name 1: Dir Name 2: Read-Only: Basic Options Chains Groups Maximum Rings: 0 (default is 4)
Page 136 Installing Amanda@Work.Group/DOS Record Greeting 1 for each company using your telephone or Amanda Messenger. The next two figures show mail box 990 as an example.
Page 137 Chapter 8: Configuring Amanda The Users Screen Save Auto Delete Notify Table Copy Esc/EXIT PgDn/NEXT PgUp/PREV Users Mailbox: 990 Comment: Security Code: Extension: Dir Name 1: Dir Name 2: Read-Only: Basic Options Chains Groups Maximum Rings: 0 (default is 4)
Page 138: Using The Box_Grt Configuration Option
Installing Amanda@Work.Group/DOS The diagram below shows the flow of the calls and the programming steps: Using the box_grt Configuration Option If for some reason you cannot name your lines as explained above, you might prefer to dedicating each port to a specific company greeting using the box_grt configuration option.
Page 139: Using Multiple Employee Directories
In the Per Port section of Advanced Configuration, change the mail- box for the employee directory on a per port basis. For example, for a four-port Amanda system shared by two companies, box_idx for ports 1 and 2 might be set to mailbox 411, while box_idx for ports 3 and 4 might be set to mailbox 311.
Page 140 Installing Amanda@Work.Group/DOS...
Page 141: Faxing
Norstar using Analog Terminal Adapter (ATA) equipment. This chapter: • Explains how to set up a fax modem for use with Amanda. This ap- plies to any voice board supported by Amanda and applies to both Amanda Standalone and Amanda Voice Server.
Page 142 Installing Amanda@Work.Group/DOS The fax modem used in Amanda may be internal or external as long as it meets all of the following requirements: • Class 2 or Class 2.0 compliant. (Be aware that Class 2 is different from Class 2.0.) •...
Page 143 From the Advanced Configuration menu, press S for Serial. The Serial Port Definition dialog box appears. (If you type a space, the Setup utility interprets it as a zero.) Change: serial_portn 0 serial_portn y The option maps Amanda's logical port to a physical port on the PC.
Page 144 Installing Amanda@Work.Group/DOS The n is the number of the logical serial port and the y is the physical serial port (for example, COM1). It is best to make n and y the same number. For example, map logical port 2 to COM2.
Page 145 (for example, 'FAXA') 13. Many older Class 2 fax modems need a string of leading digits ‘1111’ for their fax_id. By default, Amanda adds these digits. However, if they appear on the receiving fax machine, change: fax_id_pad T...
Page 146: Suggested Settings
The following modems have been used with Amanda with the following settings. This is not a comprehensive list, and many other modems work with Amanda. The following settings are not even guaranteed to work with your modem (even if your modem is one of those listed) because modem manufactures produce a variety of models and change their firmware from time to time.
Page 147: Detecting A Fax Machine Automatically
Boca modem M144EW fax_flow_control &K3 Detecting a Fax Machine Automatically Amanda can detect and accept incoming faxes automatically. To automatically detect and accept an incoming fax: • The fax connect tone must be in the PCPM tone table. The fax tone information is stored in C:\AMANDA\PBX.DB\ 1001.GTD.
Page 148: Modifying The Pcpm Tone Table
Installing Amanda@Work.Group/DOS Modifying the PCPM Tone Table The file 1001.GTD is predefined to use PCPM Tone 13 for fax purposes. SmartCall, one of the utilities available from the Diag utility creates and/or changes settings in .GTD files. You should not need to modify the tone table for the voice board.
Page 149: Creating The Hot Box Mailbox
The caller dials a user and presses the Start button on his fax machine during the user’s greeting. Amanda recognizes the tone and processes mailbox 994. mailbox 994 tells Amanda to create a fax message for the user who was called. The Extension field for mailbox 994 contains tokens similar to the...
Page 150: Setting The Hot Box Options
A hangup (after pausing a half second to complete a blind transfer) Setting the Hot Box Options You must let Amanda know the mailbox that will process the PCPM tone by setting the hot_box configuration option. To designate a mailbox to accept incoming faxes: Run the Setup utility.
Page 151: Sending Faxes
Chapter 9: Faxing Sending Faxes If you are using Amanda as a voice server, you can install Amanda’s fax driver—Amanda Fax. You can use Amanda Fax from any Windows application that has a Print command. You can send documents, spreadsheets, pictures, or anything else that the application can print. You can: •...
Page 152 Installing Amanda@Work.Group/DOS...
Page 153: Accessing Amanda Remotely
You can control and configure Amanda@Work.Group/DOS remotely from another computer using the Host and Remote programs. Host runs on Amanda (server or standalone) and Remote runs on the computer that is accessing Amanda remotely. You also need either a null modem cable to connect the computers or a modem on each computer.
Page 154 It also lets you store the modem telephone numbers that you use with it. WinRem is not shipped with Amanda@Work.Group/DOS, but works with Amanda@Work.Group/DOS. Contact your sales representative for more information.
Page 155: Setting Up Amanda's Computer As A Host
REM ECHO…. You might also have to change the number of the COM port to be used by the null modem cable or by the modem in Amanda’s computer. If the line is missing, add it as the first line of the AUTOEXEC.BAT file.
Page 156: Setting Up The Remote Computer
(Your floppy disk drive may be b: rather than a:.) Then you can insert the floppy disk into the remote computer and copy the file to that computer. If Amanda is running as a standalone, you can copy the file using the Alt+F (Filecopy) command from the Main screen. Simply answer the Copy From:...
Page 157: Connecting By Null Modem Cable
Remote Version 2.0 You can run Setup and other programs on Amanda’s computer while sit- ting at the remote computer. (If the screen is blank because of Amanda’s screen saver, press the spacebar to exit the screen saver.) To end the Remote session, press Alt+X.
Page 158: Connecting By Modem
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. The data modem must be connected to either a dedicated telephone number (this works best) or its own telephone system station.
Page 159 Type JENNIFER in uppercase letters, then press Enter. You can run Setup and other programs on Amanda’s computer while sit- ting at the remote computer. (If the screen is blank because of Amanda’s screen saver, press the spacebar to exit the screen saver.) When you have finished, type Alt+X to end the connection.
Page 160 Installing Amanda@Work.Group/DOS...
Page 161: Installing The Clients
A token is a sequence of one or more characters that represents an action that Amanda can perform. The tokens that you use most often are simple and perform routine actions such as dialing an extension. However, a program can be much more complicated than that.
Page 162 Unless told to do otherwise, she listens for call progress tones and an answer. The @ stops Amanda from performing the dial code that puts a caller on transfer hold (also known as the dl_dtwait dial code). As explained in Installing Amanda@Work.Group/DOS, you use the Setup utility (selection 1)
Page 163: Mailbox Settings
When all the tokens have been performed successfully in an Extension field, Amanda goes to the RNA Chain field. If the RNA field is blank, she goes to the Done Chain field for the company greeting mailbox (usually mailbox 990).
Page 164: Tracing Token Execution
Tracing Token Execution Amanda’s trace files can let you know where and how a token program is failing. This is an invaluable debugging tool. Amanda creates trace files as she runs, because the following trace command should be in the AUTOEXEC.BAT file.
Page 165: Kinds Of Tokens
So JAMES DOLE becomes 'JAMES DOLE' or "JAMES DOLE". "9," is a string that Amanda might dial for an outside line. It consists of the DTMF digit 9 followed by the comma for a pause.
Page 166 Port variables are controlled by you. Their names range from %S0 to %S19. Port variables provide 20 locations in which to store information on a per- port basis. The %S0 accessed by Amanda while using one port is not the same location as the %S0 accessed by Amanda while using another port.
Page 167 For example, you might assign the value of 65 to %G4 and the value "Amanda" to %S9. Assigning a value to a variable copies that value to the variable’s storage location.
Page 168 Installing Amanda@Work.Group The command P(0745,T) tells Amanda to say the number 0745 as a time. It also has the command name P, but it has two parameters: the number 0745 and the literal T. When a command is referred to by name in this guide, the parentheses appear after the command’s name.
Page 169 Token Programming Language allows this, but it only checks for variables within a string if you delimit that string with quotation marks. You cannot use a number from 0 to 9 after %S1 in a string because Amanda assumes that you meant the variable %S10 or %S11, etc.
Page 170 Installing Amanda@Work.Group Most system variables do not have parameters. However, a couple of system variables have parameters that affect the contents of that system variable. For example, to use %I, the system variable that retrieves data from specific fields of specific messages, you use parameters to indicate which field, message number, and mailbox you want the data from.
Page 171 Chapter 11: Programming Amanda %I() has three parameters: field, msg_no and mailbox. Because the %I and parentheses are bold, you know that you have to include them in the command. The commas are bold, but the one in front of mailbox is inside brackets […], which surround optional parts of the syntax.
Page 172: Files And Directories
• A command that reads additional tokens from a file • The G() command to tell Amanda to go to the Extension field for an- other mailbox and process the tokens she finds there Files and Directories This section points out what you need to know about files and file names when using the Token Programming Language.
Page 173 You can use variable names as parts of the file name. For example, if %S1 is C:, and %S2 is Amanda, you can use "%S1\\%S2\\FOOBAR.TXT". Amanda can read text files (also called ASCII files) as well as files in dBase format. The former have file names that usually end with .TXT, and the latter have file names that end with .DBF.
Page 174 Amanda the name of the field instead of its number. When Amanda reads data from a dBase file, she deletes any spaces at the end of the data as she stores the data into a variable. For example, if the field contains "MARY...
Page 175 I() command determines that the variable is equal to 3. If you want Amanda to process the tokens for 151 until a certain value is entered by the caller, you store the caller’s input in a variable and use the I() command to branch when the variable finally contains the value you are waiting for.
Page 176: Customizing The Employee Directory
The caller enters three digits representing the first three letters in either the first or last name of the person he wants to call. Amanda reads the extension for each person whose name matches the digits. The caller dials the correct extension.
Page 177 Chapter 11: Programming Amanda If more than one employee matches the digits, Amanda asks the caller to choose. For example, Amanda might say “For Steve Smith, press 1; for Stella Clark, press 2.” Amanda dials the extension. Translating to Amanda’s Tokens This example shows the use of the G() command, which stops Amanda from processing the current mailbox and goes directly to the specified mailbox.
Page 178 In the Extension field, puts: @M(G1,1,30) This command causes Amanda to play Greeting 1 and waits for the caller to enter a digit indicating a choice from the menu. If the caller does not enter a digit within 30 seconds, Greeting 1 repeats.
Page 179 @G(employee_mailbox) Record a Greeting 1 for each of the new mailboxes that says “You are being transferred to” after which Amanda plays the Name and Extension recording for the employ- ee’s mailbox. For mailbox 564 in the example, this would...
Page 180: Token Reference
Installing Amanda@Work.Group Token Reference This section contains two tables, each of which lists all of the tokens in the Token Programming Language: • A quick token reference table, which lists each token by its func- tion or purpose. The functions are in alphabetical order so that you can easily find all the tokens that perform similar functions.
Page 181 Chapter 11: Programming Amanda Quick Token Reference (Continued) Function/Purpose of Token Syntax Creating message notification file X[(file)] Currency P[repetition](amount,currency[,hangup]) Current connect time Current date in American format Current port number Current time Current mailbox P[repetition] (U[,mailbox[,hangup]]) Current mailbox’s Extension field...
Page 182 Installing Amanda@Work.Group Quick Token Reference (Continued) Function/Purpose of Token Syntax Dollars P[repetition](amount,currency[,hangup]) DTMF digits P[repetition](DTMF) P[repetition](R) DTMF for relay paging P[repetition] (R) DTMF, save caller’s entry R(greeting[#mailbox],variable[,timeout]) Earth recall Exit for caller hang up H(mailbox) Exit for mailbox [ext_no]H Extension field...
Page 183 Chapter 11: Programming Amanda Quick Token Reference (Continued) Function/Purpose of Token Syntax Fields, process extension or Notify field as tokens Fields, returns number of characters LEN[string] in a string Fields, values in mailbox record %F(field [,mailbox]) Fields, Variable field in notification...
Page 184 Installing Amanda@Work.Group Quick Token Reference (Continued) Function/Purpose of Token Syntax Files, write ](file) N(file,field,value{,field,variable}) Francs P[repetition](amount,currency[,hangup]) Free disk space P[repetition] (D) Frequency KB(frequency,msecs) From %I(field,msg_no[,mailbox]) Goto G(mailbox) Greeting P[repetition](greeting[,mailbox[,hangup]]) Hang-up [ext_no]H O(time) Hang-up, cleanup H(mailbox) Hang-up, partially supervised U-ext_no Hookflash...
Page 185 Chapter 11: Programming Amanda Quick Token Reference (Continued) Function/Purpose of Token Syntax Letters and spaces P[repetition](A,string[,hangup]) LIGHT.ON X[(file)] Y[(file)] Z[(file)] Menu M(greeting[#mailbox],repetition,delay) Message lights, notification records K*(ext,on_off) (tAA voice boards for Norstar only) Messages %I(field,msg_no[,mailbox]) Messages, by number P[repetition](Mn[,mailbox][,hangup]) Messages, delete...
Page 186 Installing Amanda@Work.Group Quick Token Reference (Continued) Function/Purpose of Token Syntax Money P[repetition](amount,currency[,hangup]) Name and extension P[repetition](U[,mailbox[,hangup]]) P[repetition](N[,mailbox[,hangup]]) Norstar feature codes KF(feature) Notification record, Method field Notification record, Variable field P[repetition] (V) Notify, message lights K*(ext,on_off) (tAA voice boards for Norstar...
Page 187 Chapter 11: Programming Amanda Quick Token Reference (Continued) Function/Purpose of Token Syntax Pesos P[repetition](amount,P[,hangup]) Playing, absolute value P[repetition](number,N[,hangup]) Playing, currency P[repetition](amount,currency[,hangup]) Playing, date P[repetition](date,D[,hangup]) Playing, disk space P[repetition](D) Playing, DTMF digits P[repetition](R) P[repetition](DTMF) Playing, greeting P[repetition](greeting[,mailbox[,hangup]]) Playing, menu M(greeting[#mailbox],repetition,delay) Playing, messages...
Page 188 Installing Amanda@Work.Group Quick Token Reference (Continued) Function/Purpose of Token Syntax Ports, change volume ^(volume_change) Port, current connect time Port number, current Port, transfer code for current Previous mailbox Prompt P[repetition] (prompt_no,V[,hangup]) L(file) Pulse dial Questions and answers Q({greeting[#mailbox][,E]}) Read, file...
Page 189 Chapter 11: Programming Amanda Quick Token Reference (Continued) Function/Purpose of Token Syntax Security code KC(mailbox,variable) KL(mailbox) KP(mailbox,security_code) Serial port access S(port,[string,[variable],[termination], [length],[timeout]) Set Name %F(field[,mailbox]) Shutdown KS[(errorlevel)] Sound volume, change ^(volume_change) Space P[repetition](D) Spell P[repetition](A,string[,hangup]) String, search KI(target,source,variable) Strings, length...
Page 190 Installing Amanda@Work.Group Quick Token Reference (Continued) Function/Purpose of Token Syntax Tones Total messages P[repetition] (M[,mailbox[,hangup]]) Transfer code for current port Transfer, unsupervised (blind) [ext_no]H Transfer, supervised ext_no ext_noKM Transferring to specified mailbox G(mailbox) Mailbox access KC(mailbox,variable) KL(mailbox) KP(mailbox,security_code) Mailbox, current...
Page 191 Chapter 11: Programming Amanda Quick Token Reference (Continued) Function/Purpose of Token Syntax Variables [(file) ](file) |(file) +(variable[,value]) =(variable,value[,start,end]) %S10 %S11 %S12 %S13 %S14 %S15 %S16 %S17 %S18 %S19 Variables, shift K<(x[,value]) Voice boards, serial numbers Voice form Q({greeting[#mailbox][,E]}) Voice, wait for...
Page 192 %S9. If a line is found, Amanda continues processing at mailbox 247. Failure: Invalid mailbox Literal that causes Amanda to process the Extension or Notify Method field as a set of tokens instead of processing the field normally. Normal processing for the Extension field: Amanda plays “Please hold while I try that extension,”...
Page 193 If the file does not exist, Amanda just goes on to the next token. file A string or variable containing a valid DOS file name for the text file to be read.
Page 194 Installing Amanda@Work.Group Alphabetical Token Reference (Continued) Token Syntax Description Return (Ctrl+M). Can be used in strings. Failure: Does not fail (Ctrl+I). Can be used in strings. Failure: Does not fail Command that writes the values of the first 10 port variables (%S0–%S9) to the ](file) specified file.
Page 195 If the volume is 5, and you apply a change of 4, the volume goes to 9. If you apply a change of 6, the volume goes to 9 and Amanda ignores the fact that you asked for more volume than was available.
Page 196 Use the complete path to the file unless the file is in C:\AMANDA. Example: |(C:\\AMANDA\\PORTVARS.TXT) causes Amanda to add a line to PORTVARS.TXT. You can use this to add a line to PORTVARS.TXT every time the port you are tracing changes the value of a variable. Later you can review the file.
Page 197 This command is used only in Extension fields. Example: <(9,7144525570)>(C:\\AMANDA\\PRICES.TXT)> (C:\\AMANDA\\OPTIONS.TXT)>(C:\\AMANDA\\OPTIONS.TXT) causes Amanda to call (714)452–5570 (after dialing 9 for an outside line and paus- ing). Then Amanda faxes two files. Duplicate files are ignored. Failure: Does not fail...
Page 198 Installing Amanda@Work.Group Alphabetical Token Reference (Continued) Token Syntax Description Command that gives the specified variable the specified value. Use start and end =(variable,value to assign only part of the string (a substring) to the variable. [,start,end]) variable One of the port or global variables.
Page 199 System variable that contains the percentage of free disk space. Example: I(%D,<,20,171) causes Amanda to transfer to mailbox 171. In this case, 171 would have Do Not Disturb ON and Store Messages NO. The caller would hear a greeting that plays a warning about disk space being low.
Page 200 Setup utility. See also recall. Failure: Does not fail The Amanda system has 10 global variables (%G0–%G9). Initially, each variable is equal to the empty string. The values of %G0–%G9 are the same no matter what port is current.
Page 201 Series of DTMF digits that indicate an extension number. Example: 151H causes Amanda to transfer the call to extension 151 and hang up (without wait- ing for a voice or busy signal) when Amanda is processing a call. Failure: Invalid extension number...
Page 202 If a message is from an outside caller, the From field of that message is equal to -1. If the message is from a caller who is logged on to Amanda, the From field contains the caller’s mailbox.
Page 203 Command that allows you to control processing based on a condition. If the speci- I(value,operator, fied values and operator create a condition that is true, Amanda continues process- value,mailbox) ing at the specified mailbox. If the condition is false, the next token after this command is executed.
Page 204 J("C:\\FAXES\\FAX1","") makes Amanda set up one of her fax modems to wait for a call and accept a fax called C:\FAXES\FAX1. You can use this to fax files to your own Amanda system. For example, if you print a text file that contains information for customers and then fax it to Amanda, Amanda can fax that information out to customers using the T() command.
Page 205 Chapter 11: Programming Amanda Alphabetical Token Reference (Continued) Token Syntax Description Only for Amanda systems using the tAA voice board for Norstar. Turns the mes- K*(ext,on_off) sage waiting indicator for the specified extension on or off. The extension to turn on or off.
Page 206 KC(mailbox, tents of a variable. If there is a match, the command is successful. For callers who variable) do not know the security code, Amanda continues processing using the mailbox in the Done Chain field. mailbox Any valid mailbox or a variable containing a mailbox.
Page 207 KD(5) deletes message 5 of the current mailbox. KD(10,212,1) deletes message 10 of mailbox 212. If message 10 does not exist, Amanda lets you know she was unable to do that and process the Done chain because the command failed.
Page 208 Example: KJ(128,5) causes Amanda to record a message and then send it to the users on mailing list 5 for mailbox 128. Failure: Invalid mailbox or list number or out of disk space...
Page 209 Series of DTMF digits that indicate an extension number. Example: 128KM causes Amanda to transfer the call (if she is processing a call) to extension 128, starts a conference call, and records the conference call as a message for mailbox 128.
Page 210 String of DTMF digits that indicate the new security code for the specified mailbox. Example: KP(128,”5404”) causes Amanda to change the security code for mailbox 128 to 5404. Failure: Invalid mailbox mailbox is locked or read-only Security code is an empty string, contains invalid characters, or exceeds limit set by the configuration option security_min_length.
Page 211 A string or variable containing a valid DOS file name for the text or DBF file. Use the complete path to the file unless the file is in C:\AMANDA. No line in the file should exceed 143 characters. There is no limit to the number of lines in the file.
Page 212 10. I(LEN[%S1],=,4,%S1) checks the length of the DTMF entry stored in %S1 because all extensions have 4 digits. If %S1 contains a mailbox, Amanda goes to that mailbox. See the I() com- mand for more information. Failure: Does not fail...
Page 213 M(G1#111,2,30) plays Greeting 1 from mailbox 111. If there is no response from the caller, Amanda plays Greeting 1 again after a 3 second pause. If there is still no response, Amanda executes the next token in the Extension field.
Page 214 A string or variable containing a valid DOS file name for the text or DBF file. Use the complete path to the file unless the file is in C:\AMANDA. No line in the file should exceed 143 characters. There is no limit to the number of lines in the file.
Page 215 Despite this format, the date is read in the order that most speakers of the prompt language (specified using the Setup utility) expect to hear it. If the year is the current year, Amanda does not read the year. hangup Optional.
Page 216 Installing Amanda@Work.Group Alphabetical Token Reference (Continued) Token Syntax Description Command that tells Amanda to say the specified number as an amount of P[repetition] money. (amount, currency repetition The number of times to repeat amount. The default is 1. [,hangup]) amount A number from 0 to 999 million.
Page 217 Chapter 11: Programming Amanda Alphabetical Token Reference (Continued) Token Syntax Description Command that tells Amanda to say the specified number as a time of day. P[repetition] (time,T repetition The number of times to repeat the contents of the port variable. The [,hangup]) default is 1.
Page 218 Example: P(G1) causes Amanda to play Greeting 1 for the current mailbox. Failure: Invalid mailbox Command that tells Amanda to say the total number of messages for the P[repetition] specified or current mailbox. (M[,mailbox Using this command cancels any pending Notify actions for the specified [,hangup]]) message automatically.
Page 219 Example: P3(M1,212) causes Amanda to play message 1 for mailbox 212 three times. Failure: Invalid mailbox P[repetition] Command that tells Amanda to play all new messages for the specified or (MN[,mailbox current mailbox. [,hangup]]) repetition The number of times to repeat the message. The default is 1.
Page 220 Amanda to play the Name/Extension recording for the current mailbox. Failure: Invalid mailbox Command that tells Amanda to say a number as DTMF digits. This is P[repetition] usually used for repeating the number corresponding to the DTMF tones (DTMF) entered by a caller.
Page 221 Chapter 11: Programming Amanda Alphabetical Token Reference (Continued) Token Syntax Description Command that tells Amanda to look for the specified prompt number in the P[repetition] current system language file. Then Amanda plays the prompt associated (prompt_no,V with that number. [,hangup]) repetition The number of times to repeat the prompt.
Page 222 Amanda to play the Name/Extension recording for the current mailbox. If it doesn’t exist, Amanda says the digits for the mailbox. Failure: Invalid mailbox Command that tells Amanda to say the digits in the Variable field of the P[repetition](V) Notification record.
Page 223 Each question is record- [#mailbox][,E]}) ed as a greeting which Amanda plays back with a tone. Then Amanda records a response and goes on to the next question. Up to 20 questions are allowed. To ask more than 7 questions (after using Greetings 1 to 7 for the current mailbox) you can use greetings from other mailboxes by specifying which mailbox’s greeting to ac-...
Page 224 This token is used only in Notify Method fields. Example: 9,%VW(9,V)P(U)P(R) causes Amanda to call someone at home and say the telephone number and other information in the relay variable. R(greeting Command that plays a greeting from the current or specified mailbox and stores the caller’s DTMF entry as a number in the specified variable.
Page 225 %S0. =(%S12,714) assigns the area code 714 to %S12. I(%S12=714,555) causes Amanda to go to the Extension field for mailbox 555 because the condition is true (%S12 does equal 714). Failure: Invalid variable name (such as %S52)
Page 226 Installing Amanda@Work.Group Alphabetical Token Reference (Continued) Token Syntax Description Command that gives Amanda access to other computers via the serial ports. Aman- S(port,[string], da can send a string to and/or receive a string from the remote computer. When re- [variable],...
Page 227 Example: S(2,%S3,%S4,,,50) both sends and receives. The command uses COM port 2. %S3 stores the string to be sent. %S4 stores the string that is received. Amanda waits a half second for the first character and between characters. S(2,%S3) only sends. The command uses COM port 2. %S3 stores the string to be sent. This command has non-standard syntax.
Page 228 Amanda wait for a call to ring into the fax port. tokens Optional. A string or variable that defines the actions Amanda takes to connect the call to the fax port. For more information, please see the ex- ample for the J() command.
Page 229 U-144 causes Amanda to call extension 144 (if Amanda is processing a call). If the exten- sion rings, she transfers the call and hangs up. If the extension is busy, Amanda lets the caller know that. Failure: Does not fail System variable that contains the value of the Variable field in the current Notifi- cation record.
Page 230 A string or variable containing a valid DOS file name for the text or .DBF file. Use the complete path to the file unless the file is in C:\AMANDA. No line in the file should exceed 143 characters. There is no limit to the number of lines in the file.
Page 231 DTMF digits to be displayed on the pager. W(4,V,111) makes Amanda wait up to four rings for a voice. If a voice is detected, processing continues with the next token. Otherwise, control is transferred to mailbox 111. Failure: Invalid mailbox...
Page 232 LIGHT.ON in the mailbox’s directory. Example: A user’s message light toggles on and off. For the first message, Amanda should turn the light on. The light should be left on for the second and later messages (until they are all listened to).
Page 233: Troubleshooting
LIGHT.ON in the mailbox’s directory. Example: Z()X() causes Amanda to check for LIGHT.ON. If it is not there, the X() command causes Amanda to create it. See also the X() command. Failure: Does not fail...
Page 234 Installing Amanda@Work.Group Remember that when a string of tokens in an Extension field fails, Amanda goes to the mailbox specified in the Done Chain for that mailbox. If you are testing a program and are not sure which strings of tokens fails, use different mailboxes in the Done Chain fields to help you.
Page 235: System Paging Of A User For Special Callers
When callers access this mailbox, Amanda pages you over the telephone paging system in your office. After letting you know that you have an important call, Amanda transfers that call to your extension through a “backdoor” even if your regular extension mailbox (for example, 111) might have its Do Not Disturb setting ON.
Page 236: Switching And Maintaining Languages
This example illustrates how you can completely over-ride Amanda’s standard processing. Amanda has the ability to support multiple languages simultaneously on any port. The only requirements are that you install an alternative language prompt file and you configure the mailboxes to allow a caller to change to the alternate language.
Page 237 (realize that you can have additional language selections as additional menu choices). However, after the caller selects Spanish by pressing 1, when they access a mailbox, Amanda still says in English, “Please hold while I try that extension.” We have changed which...
Page 238 The token to change system prompts is L(). To change to the Mexican Spanish system prompts, use L(MEXICAN) provided that the Mexican Spanish system prompts file resides in the Amanda directory and is named MEXICAN.IDX (if your system has a Brooktrout voice board) or MEXICAN.BDX (if your system is connected to a Norstar KSU).
Page 239: Another Consideration
This works for most situations. However, there is one final consideration. What happens if the caller enters an invalid extension or choice? By definition, an invalid mailbox has no Done Chain. As a result, Amanda defaults to using the Done Chain of the Company Greeting mailbox on that port.
Page 240 "MEXICAN" into %S1. =(%S1,"MEXICAN") To determine which language Instruction mailbox to access, we could use the I() token, often called the If token, which allows Amanda to con- tinue processing at the correct mailbox. For example, I(%S1,=,"MEXI- checks the value of %S1 for "MEXICAN"...
Page 241: Order Shipment Information
This configuration now changes Amanda’s standard processing and keeps the caller connected to the correct language Instruction mailbox. It works because whenever a new call is answered, Amanda initializes the %S tokens to "" (the empty string). Therefore, if the caller never presses 1 for Spanish, then %S1 is never set to the value "MEXICAN"...
Page 242 If the order has not shipped, inform the caller. Otherwise, tell the caller the date the order was shipped. In order for Amanda to determine an order’s shipped status and its ship date, she needs to retrieve information from some source. One possible way she can obtain the data is by using the serial, S(), token to request it from another computer.
Page 243 (%S1), ?(%S1,C:\\SHIPPED,mailbox) which contains the order number, is in a file SHIPPED. If it is, Amanda continues processing with mailbox mailbox. If the order number is not in the file SHIPPED, Amanda continues pro- cessing at the token after the ?() token.
Page 244: Sending Faxes To Amanda
Amanda before the following examples can work. Sending Faxes to Amanda Before you can send faxes from Amanda, the data to be faxed must be stored on the hard drive. Because Amanda uses a proprietary fax format, you must fax the data to her.
Page 245 For example, if you type in 32, the fax is stored as C:\FAX\32. : You must have created the C:\FAX directory previous- ly. Amanda does not create this directory for you. One-call Faxback To set up a one-call faxback, you need to use one mailbox for each document.
Page 246 Installing Amanda@Work.Group Mailbox 92000 contains the menu. It should have the following settings and greetings: Extension Field: blank DND: Store Messages: NO Greeting 1: If you are calling from your fax machine, please press the number corresponding to the technical report you are interested in.
Page 247 Chapter 12: Programming Examples : All the quotation marks in these token examples are single quotation marks (although double quotation marks can be used). Forward slashes are used (although double back- ward slashes \\ can also be used with this token). Two-call Faxback This example allows the caller to select one or more fax documents, and leave his fax number.
Page 248 Installing Amanda@Work.Group Menu 2: 1000 Menu 3: Mailbox 1001’s Extension field contains the tokens that determine whether or not the entered area code is local (assuming that the local area code is 714). If the area code is not local, it stores the long distance dialing digit '1' in the variable %S0.
Page 249 Chapter 12: Programming Examples Mailbox 1004 contains a menu that lists the available documents. It should have the following settings and greetings: Extension Field: @<('9,%S0%S1%S2')M(G1,2,30) DND: Store Messages: NO Greeting 1: Please press the number corresponding to the technical report you are interested in. For report #1 on SMDI, press 1.
Page 250: Ivr And Voice Form Applications
This section provides guidelines for writing effective IVR (Interactive Voice Response) and voice form applications. It also provides examples of how to use Amanda’s menus, greetings, and messages as well as the Q(), M(), R(), and P() commands from Amanda’s Token Programming Language.
Page 251: Making The User Comfortable
Chapter 12: Programming Examples Making the User Comfortable To make users feel that they are in control of the application rather than at the mercy of it, the greetings should perform the following tasks in order: Identify the company or service so that the user can determine whether he has placed his call correctly.
Page 252: Using Menus
Installing Amanda@Work.Group Using Menus As you create your menus, do the following: • Find logical topics for menus • Offer topics in order: most likely to be selected to least likely. Make an exception to this rule when the topic itself contains a number.
Page 253: Providing Information And Feedback
Chapter 12: Programming Examples For single-digit responses, you can use a greeting as a menu. For multi-digit responses, you can use the R() command to convert the DTMF tones to an ASCII number. For voice forms, you can use the Q() command to save the responses for up to 20 questions as a message.
Page 254 Installing Amanda@Work.Group • Repeat the current greeting when there is no response. If there is still no response, provide a message explaining what is happening and ei- ther connect the call to an attendant or disconnect it. • Play an error message, status message, or tone.
Page 255: Using The Telephone Keypad
Chapter 12: Programming Examples Using the Telephone Keypad If the users enter their choices via the telephone keypad, follow these guidelines: • Assign keys consistently. This is especially true for Delete and other destructive options. For example, don’t use 3 for Delete on one menu and Save on another. •...
Page 256: Choosing Tokens
The menu fields associated with the mailbox. The mailbox allows the caller to enter either a one-digit response to the menu or another mailbox. Amanda waits long enough to be sure that the caller has fin- ished. (For this method, turn Do Not Disturb ON.) •...
Page 257 Chapter 12: Programming Examples After using the product, the stylist calls again to answer a series of questions. For services rendered, the stylist is mailed a small fee or a free case of the product. Later, the survey company analyzes the data and reports back to the manufacturer.
Page 258: Gathering Testing Information
881 (via the Done Chain). Mailbox 881 has: Extension Field: @M(G1,2,30)G(0) Amanda plays the menu in Greeting 1. If there is no re- sponse from the caller, Amanda plays Greeting 1 again after a three-second pause. If there is still no response, Amanda executes the next token in the Extension field (which goes to the operator).
Page 259 (%S2). This message number becomes associated with the stylist for the duration of the survey. Then Amanda plays the menu in Greeting 3. If there is no response from the caller, Amanda plays Greeting 3 again after a three-second pause. If there is still no re- sponse, Amanda executes the next token in the Exten- sion field (which goes to the operator).
Page 260 Menu 0: Mailboxes 1002, 1003, … have: Extension Field: @=(%S3,%S2)+(10000,%S3) |(C:\\TESTERS\\TESTX.TXT)P(G1)G(999) Next Amanda makes a copy (%S3) of the message number (which identifies the stylist) and adds 10000 (or some other product differentiating number) to it. This becomes the test ID.
Page 261: Installing From Various Platforms
Amanda@Work.Group/DOS by installing the Amanda Clients. You can install the Amanda Clients by going from desk to desk with the installation disks, or you can copy the software onto a network file server and then install it on each workstation from the file server.
Page 262: Installing From A File Server
You may need to contact your network system administrator for assis- tance. To install the users’ client files from the file server: If any previously installed Amanda Clients are running, close them. Access the network drive. Open the directory where the clients are stored.
Page 263: Installing From A Floppy Drive On Windows 95
Now that users have the Amanda@Work.Group/DOS clients, you must add the appropriate number of Client Connections to the Amanda Voice Server. Only one client connection comes with Amanda Voice Server. If you add no client connections, only one client can access the voice server at a time.
Page 264 To Printer Port Voice Board To add client connections: If Amanda is running, shut down the Amanda system and turn the computer off. Press Alt+S (if Amanda is running as a standalone) or s (if Amanda is running as a voice server).
Page 265 , turn the com- C:\AMANDA> puter off. Next, attach the CCB to the parallel port on the back of Amanda Voice Server. The CCB contains a number of Client Connections, some (or all) of which can be transferred to this Voice Server.
Page 266: Reviewing Client Connections
When he logs off, the client connection is returned to the pool and is available for the next person who logs on. As more users are added to Amanda, some users may not be able to log on because all client connections are in use.
Page 267 Cancel. 10. View the file using a text editor. The value for n_clients is the maximum number of clients the Amanda server currently accepts. Do not edit this value and recopy install.cfg to the voice server. Changing this value will corrupt the file.
Page 268 Installing Amanda@Work.Group/DOS...
Page 269: Configuration Reference
Allows you to shorten the system greeting. True or False. The default is False. When True, Amanda says, “Please leave a message at the tone.” This is the short- ened version of the system greeting. When False, Amanda says, “Please leave a message for” followed by the name and extension recording.
Page 270 The caller presses * to go on hold and must press * periodi- cally to stay on hold. When False, Amanda is set up for inactive hold. The caller indicates that he wants If the caller does to be on hold only once.
Page 271 True or False. The default is False. When True, Amanda allows one call per intercom button. Only if all the intercom buttons are in use does she consider the extension busy. When False, Amanda considers the extension busy if any intercom path is in use.
Page 272 The name of a previously saved report file in the RPT.DB subdirectory within the AMANDA directory which can be executed and printed once each day. When not set, no auto reporting is done. Use the name of a report file with the extension .RPT. The default is an empty string which means that no report file is executed.
Page 273 The file (in the C:\AMANDA directory) which stores call accounting (SMDR) data that comes from the port in ca_port. The data is collected from the telephone switch- ing system, stored while Amanda runs, and then (after a shutdown) read by a call accounting package that analyzes and manipulates the data.
Page 274 True or False. The default is True. When True, Amanda resynchronizes. When False, Amanda does not resynchronize. Turn this off if you have another util- ity that controls the PC clock. The default appears in install.cfg as: set clock_sync true cmt_maxlen Sets the total number of seconds allowed for recording a List Comment.
Page 275 Makes Amanda lock each record in a file as it is accessed. No other port or program can access that record of that file. This is used within the context of using tokens to read and write to ASCII or dBase files.
Page 276 For exam- ple, use 20 to have Amanda notify you when the remaining disk space falls below Number (for a percentage). The range is from 1 to 99. The default is 20.
Page 277 (whether greetings or messages) and play the post-record menu. The range is from 0 to 9 and also includes * and #. The default is '#'. Remember that the # key always causes Amanda to stop recording, even when it is not the value of exit_digit.
Page 278 When True, the caller can press 0 after recording a message and is transferred to mailbox 0. When False, Amanda records the DTMF 0 as part of the message unless 0 is defined as an exit digit (see also exit_digit).
Page 279 The last mailbox for guest mailboxes. If this value is 90199, the highest possible number for a guest mailbox is 90199. Along with the guest_min, you limit the num- ber of guest mailboxes that Amanda can create. Guest_max must be larger than guest_min.
Page 280 81 for more information.) True or False. The default is True. When True, Amanda plays the RNA greeting for the mailbox identified by rrr. When False, Amanda plays the system greeting. In either case, a message is taken for rrr from sss.
Page 281 10 lognam The name of the file to be used as the system log file. It is stored in the C:\AMANDA directory. This log file contains start-up information, any execution error informa- tion, DOS errors, disk errors, system actions, and shutdown information.
Page 282 The number of ports that can go off-hook simultaneously and dial the telephone switching system initialization code. The range is from 1 to the number of ports defined for Amanda. The default is 2. The PBX file option dl_init (What to dial on each port after the system starts) works on the ports specified here.
Page 283 Minimum amount of time necessary for an inbound ring’s on period. Number of tenths of seconds. The default is 0 which tells Amanda to use the voice board's default (which is 2 for Denmark or Holland and 3 elsewhere). Otherwise, the range is 1-655.
Page 284 Amanda inadvertently begins a notification on a port receiving an incoming call. However, you can no longer use the port for incoming calls. When 0, Amanda does either roving or restricted notification (depending on the val- ue of notify_restriction). With roving notification, Amanda starts with the last port in the hunt group and works backwards until she locates an idle port.
Page 285 The default appears in install.cfg as: set non_relay_ok false notify_restriction If you specify a port, Amanda restricts notification to that port. However, the port still takes incoming calls. Use any port number or 0. 4, the default, means that restricted notification uses port Restricted notification does not eliminate the possibility of notification collisions (known as glare).
Page 286 When True, Amanda saves a message even if the caller hangs up before answering all the questions. When False, Amanda does not save a message using the Q() command unless all the questions have been answered. The default appears in install.cfg as:...
Page 287 Controls the use of the “Please hold” prompt. True or False. The default is True. When True, Amanda says “Please hold while I try that extension” before transfer- ring a caller. When False, Amanda says nothing and immediately puts the caller on transfer hold.
Page 288 Description prompt_file Specifies the language that Amanda uses when a call first comes in on a given port. ENGLISH or SPANISH. The default is ENGLISH. You can change the prompt file for that port “on the fly” using the L() command from the Token Programming Language.
Page 289 20000 set range3 30000 set range4 40000 range1_key If you buy a third-party application that was customized for Amanda using the To- range2_key ken Programming Language, you import the mailboxes programmed for that appli- range3_key cation with the import utility.
Page 290 When True, Amanda checks the values of begin_rec_prompt and end_rec_menu to determine what to say. When False, Amanda does not prompt the caller to leave a message at the tone nor the user to record a greeting at the tone. She also does not play the post-record menu that allows the caller or user to review and re-record.
Page 291 The minimum length of a user’s security code (when changed by a user over the telephone or when using Amanda Messenger). This does not affect the length of se- curity codes that are entered from Amanda standalone or from Amanda Adminis- trator.
Page 292 Controls how long Amanda waits after the last keystroke before blanking the Main screen (to prevent screen burn-in). Amanda blanks the screen only if the Main screen is displayed. A value of 0 stops Amanda from ever blanking the screen. (This option does not apply to Amanda voice server.) Number of minutes.
Page 293 If the value is 0, the prompt is not played. If you use a number greater than 0, Amanda waits that number of seconds for a response from the caller. The default is 2.
Page 294 This is necessary when a telephone system does not release a station that is connected to Amanda even after Amanda has gone on-hook (a rare occur- rence). When 0, Amanda does not go off-hook and back on-hook if a port is idle. The default appears in install.cfg as: set tmo_idle 0...
Page 295 Configuration Option Description tmo_silence The maximum seconds of silence before Amanda decides that the caller or user is finished recording a message or greeting. The post record menu plays if the record_menu option is True. The caller can press 3 to append the message if he was just pausing too long.
Page 296 True or False. The default is True. When True, Amanda suggests that the user use the tutorial to set up his or her mailbox. Amanda continues to make this suggestion until the mailbox has been set up.
Page 297: Fax Options
72 to send the message to a fax machine followed by the tele- phone number for the fax machine. Amanda dials this option before she dials the fax machine's number. Usually, it is the dial code for accessing an outside line. The de- fault is '9,'.
Page 298 The default appears in install.cfg as: set fax_init '&F0E0' fax_log Use this option to log data about files (not messages) that are faxed. Amanda creates a log file in the C:\AMANDA directory and logs: • The names of the files that were faxed •...
Page 299 Chapter 14: Configuration Reference Fax Options (Continued) Configuration Option Description fax_receive_reverse True or False. Depends solely on the fax modem you are using. For most Rockwell- chipset-based Class 2 modems, this parameter should be True. For most other mo- dems (including Class 2.0), it should be False. If set incorrectly, received faxes cannot be retransmitted or viewed at all.
Page 300 Users (at the message menu) can send fax messages they have received to a fax ma- chine by entering 72 then a fax machine’s telephone number. Amanda applies fax_dl_init (usually '9' for an outside line) if the telephone number entered by the user has more digits than max_local_extension.
Page 301: Hot Box Options
Configuration Option Description hot_box Defines the mailboxes to which Amanda goes when she detects special PCPM tones. You can have up to 10 hot_boxes. For example, you can configure a hot_box to de- tect connections from TDD machines for deaf communications.
Page 302: Network Options
The first board is based on its low position in memory (the Amanda Company voice board is usually at D8000). Get the key from your Amanda Company sales representative.
Page 303 'AMANDASERVER' tmo_call_screening The number of seconds that Amanda waits for the user to accept or reject a call. This applies to call screening and to waiting call processing. The default is 30. The range is 0 to 255.
Page 304: Outdial Options
While logged into a mailbox, a user presses 7 to reach special options, then a digit, 0-9, depending on what you specify here. Then Amanda executes the tokens in the extension field of the mailbox you specify for that digit.
Page 305: Per Port Options
1 to 24. box_idx Sets the mailbox for the employee directory. This is set per Amanda telephone port by assigning a mailbox to the port. The employee directory contains the names of all...
Page 306 1 to 24. n_rings Sets the number of rings that Amanda waits before answering a call on a given port. To have port 7 answer after the second ring use . This is...
Page 307: Serial Port Options
Chapter 14: Configuration Reference For reference purposes, the per port options are listed here in alphabetical order. In the Setup utility, they are listed: pbx, box_grt, box_idx, box_snd, n_rings, and hangup_supervision. Serial Port Options Configuration Option Description baud1 The bps (bits per second) for the logical serial port with the same number. For ex- baud2 ample, baud1 gives the bps for serial_port1.
Page 308 Only after this matching can Amanda communicate with devices, such as SMDI in- terfaces, connected to her COM ports. For example, serial_port1 2 matches serial_ port1 (Amanda’s first logical serial port) to the physical COM port 2 of the PC. However, it is less confusing to use serial_port1 1, matching logical and physical ports with the same number.
Page 309: Smdi Options
Description smdi_base_port Use this option to identify Amanda’s first voice mail port. On Norstar KSUs, the first voice mail port is identified by the number for the extension to which the port is connected. So, if the first voice mail port is connected to extension 241, then smdi_base_port would be 241, with every successive port having a sequential exten- sion number.
Page 310: T1/Did Options
Indicates whether Amanda expects a loop start or a DID interface line. True or False. The default is True. When True, Amanda expects a loop start line, and new calls are indicated by ring voltage. When False, Amanda expects a DID interface line, and new calls are indicated by loop current.
Page 311: Troubleshooting Amanda
The Main screen is used primarily for information about the system. However, Amanda also allows you to reset a port from the Main screen so that the system does not have to be completely shut down. This is a hidden feature, so that people will not accidentally make a port idle.
Page 312: What To Do When.
• System halts • Miscellaneous Amanda Does Not Transfer the Call If Amanda does not transfer the call, one of the following may be causing the problem. Problem: The mailbox has Do Not Disturb turned ON. Solution: If ON, no transfer is attempted and the caller immediately hears the cur- rent greeting of the mailbox.
Page 313: Ports Do Not Work
Review the tokens and insert a hookflash where needed. When the Ex- tension field starts with @, a F- or %X will not enable PCPM. Amanda does not listen for call progress tones. The W() token can be used to listen for voice.
Page 314: Caller Doesn't Hear The Busy Message Or Rna Greeting
The integration patterns are incorrect. Solution: Run a trace on the system to see if the integration strings coming across the port match the ones Amanda is expecting. (Run the Setup utility, se- lection 1.) Problem: The Busy and Ring No Answer integration patterns are identical, so Amanda treats both types of calls the same.
Page 315: Notification Does Not Work Correctly
Put the extension number in the Variable field in the notification record and use %V in the Method field Problem: Timing problems (pager with voice greeting, Amanda not waiting for dial tone). Solution: Call the pager and count the seconds and/or rings it takes to respond. Use the W token to wait an appropriate time and/or number of rings.
Page 316: Host/Remote Programs Do Not Work
Host/Remote Programs Do Not Work If the Host and Remote programs do not work, one of the following may be causing the problem. See also “Chapter 10: Accessing Amanda Remotely.” Problem: Both modems used have a bps higher than 2400.
Page 317: Miscellaneous
Lines in the Norstar. Callers will hear the EYSC prompt only if one of the above conditions is true AND if Amanda's first port is busy (so the CO call is forwarded in the hunt group).
Page 318 Installing Amanda@Work.Group/DOS Problem: Disconnects occur during call screening or while manage waiting calls. Solution: To prevent disconnects during call screening and manage waiting call op- erations, the configuration option tmo_sound should be set to 0. Because the Norstar KSU is a digital system, this option should be disabled.
Page 319: Troubleshooting The Clients
Appendix B: Troubleshooting the Clients NIC Configuration If you purchase a NIC other than the preconfigured NIC from The Amanda Company, you may have to run the Setup program for that NIC. The Amanda Company’s default settings for its NIC are: •...
Page 320 Installing Amanda@Work.Group/DOS Select Network Setup. Select Drivers. Highlight Microsoft NetBEUI. Select Set as Default Protocol. Close this window and continue exiting until you are told to restart Win- dows. Select Restart Windows to have your changes take effect. To define the NetBIOS protocol in Windows 95: Select My Computer.
Page 321 Session (connection with server) has ended abnormally. Solution: The server and client were never connected or have become disconnect- ed. You need to log back on to Amanda Voice Server. Amanda Admin- istrator, Amanda Monitor, and Amanda Messenger have Log On… commands on their first menus.
Page 322 Installing Amanda@Work.Group/DOS...
Page 323: Index
Index 118, 195 Symbols addressing prompt for transfer Amanda Company voice end greeting 4-digit extensions boards for end of DTMF entry 7-digit extensions Norstar %E token adpcm_hq %U token adpcm_nq %V token adpcm_pq .PBX files advertising Numerics Advisor Advisor utility 1001.CPM...
Page 324 118, 195 minimum port number box_grt caller instructions 118, 195 box_idx mailboxes Amanda upgrades box_outdial callers 119, 129, 196 Amanda Voice Server modes box_snd still on line calling analog bps rates operator after message telephone switching sys- modem tems Brooktrout...
Page 325 Index client_activation_key Amanda Company voice db_locking clients boards for dealer sales activation key Norstar with Ad- dedicated notification adding connections visor utility defaults call screening timeout incoming calls guest mailboxes 117, 166 displaying connections language mailboxes 119, 166 messages defaults_box...
Page 326 DOS clock exit_to_0 minimum port number synchronizing extensions DOSMODE busy dialer_max_port DTMF external lines dialer_min_port time between tones Amanda Company voice time tones played boards for did_dtmf DTMF entry Norstar did_mf ending did_mode dtmf_dly fax machines digits dtmf_gate detecting automatically...
Page 327 First Use Questionnaire on user support Freq1 supervised installation checklist tone definition fields hangup_supervision Amanda Company voice Freq2 hangups boards for tone definition fields supervised Norstar future hardware interrupts installing delivering messages Amanda future delivery...
Page 328 Installing Amanda@Work.Group/DOS interrupts list comment hot box hardware recording hot boxes list_delay logging information Amanda Company voice locking maximum for guest boards for database records messages from other users 12, 19 Norstar log files problems logging minimum for guest mailbox information...
Page 329 Type deleting connecting computers notification records delivered in future modes Ring No Answer delivery in future Amanda Voice Server Notify Max Times 119, 181, 196 direct modified_call_screening Notify Type forwarding date/time msg_log notify_restriction left by other users...
Page 330 Host/Remote passwords lock up prompt configuring transferring caller to user’s demonstration passwords maximum mailbox during maximum for Amanda Di- patterns aler prompt_file integration minimum for Amanda Di- prompts PBX files aler for recording PC clock no working...
Page 331 167, 185 stop RNA greeting faxes records played for integrated call messages locking serial ports recursive_deletes rotary remote access running COM1-COM4 Amanda Setup data bits remote computers parity setting up physical Remote program character code stop bits REMOTE.COM sales serial_portn repeating...
Page 332 Installing Amanda@Work.Group/DOS shutdown Token Programming Lan- between messages when Amanda guage delivering list configuring synchronizing shutting down DOS and PC clocks between on-hook and off- silence system hook events when recording log files continuous message play SmartCall utility password 111, 182...
Page 333 Edge tone definition fields voice boards Event type Brooktrout Freq1 SMDI jumpers for Amanda Com- Freq2 pany voice boards Off Deviation U token for Norstar Off Time uninstalling voice boards for Norstar KSU On Deviation...
Page 334 Installing Amanda@Work.Group/DOS voice boards, not from Amanda voice server warning 160, 177 Company configuring disk space voice control questionnaire warranty voice forms volume web site voice mail custom busy message wild card mailbox initial character code voice messaging center voice processing system...

This manual is also suitable for:

Work.group/dos 7

Amanda @Work.Group/DOS Version 7.xx Installer's Manual

Chapter 1 Introducing Amanda

Chapter 2 Installing Amanda Company Boards

Chapter 3 Programming Your KSU

Chapter 4 Other Cards and Devices

Chapter 5 Installing Amanda Software

Chapter 6

Defining Tone Patterns

Chapter 7 Defining Integration Patterns

Chapter 8 Configuring Amanda

Chapter 9 Faxing

Chapter 10 Accessing Amanda Remotely

Chapter 13 Installing the Clients

Appendix A: Troubleshooting

Chapter 14 Configuration Reference

Appendix B: Troubleshooting the Clients

Index

Quick Links

Troubleshooting

Related Manuals for Amanda Amanda@Work.Group/DOS Version 7.xx

Summary of Contents for Amanda Amanda@Work.Group/DOS Version 7.xx

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Table of Contents