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Amanda @Work.Place Version 3.xx Installer's Manual

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Installing
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@Work.Place
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Version 3.xx
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Installer's Guide Edition 7/01

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Summary of Contents for Amanda Amanda@Work.Place Version 3.xx

  • Page 1 Installing @Work.Place Version 3.xx Designed for Installer’s Guide Edition 7/01...

  • Page 2: Copyright, Trademark, And Other Notices

    Amanda@Work.Place is housed in an ITOX, Inc. Tiger Cub unit. The part number is WI- EAR-33/4M, and the hard drive is HD-TC. This unit’s FCC registration number is 47CFR part 15, class B.

  • Page 3: Fraudulent Usage Advisory

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

  • Page 5: Table Of Contents

    Amanda@Work.Place Features ........
  • Page 6 Configuring Amanda for Your KSU ........
  • Page 7 Application ........... .127 Translating to Amanda’s Tokens ........127 Result.
  • Page 8 Installing Amanda@Work.Place Appendix C: Configuration Reference ..........157 General Options .

  • Page 9: Introducing Amanda

    Locate the unit in an area free of excess moisture, dust, corrosive gases, and chem- icals. • Install Amanda securely on a table or desk at least 2 feet (.6 meters) above the floor or mount the system on a wall. •...

  • Page 10: Amanda@Work.place Features

    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 11: General Uses

    The computer on which Amanda is installed must be used only for Amanda. Depending on what lines from your KSU 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 12: Purpose Of This Guide

    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!

  • Page 13: System Administration Support

    Amanda is upgraded. The Amanda Company now offers installation support to any dealer who buys a turnkey system. Qualified Amanda marketing partners and solution providers, who are in good standing, receive installation support for any system.
  • Page 14 Installing Amanda@Work.Place...

  • Page 15: Installing Your Amanda System

    Program the telephone switching system for voice mail integration. Connect the line cords from the voice board to the telephone switching system. (Make sure that all the extensions are connected to the board BEFORE starting Amanda.) Connect Amanda’s computer. Run Setup to define Amanda system configuration options.

  • Page 16: Connecting The Ports

    Installing Amanda@Work.Place Connecting the Ports The next figure shows you the back of the computer for a four-port system that uses one four-port voice board. Each board has four RJ-11 connectors providing connection to four loop-start trunks or station line interfaces.

  • Page 17: Attaching A Remote Computer

    Remote Software disk or WINREM.EXE, a new product from The Amanda Company that is sold separately) on the remote computer. The Host program HOST.COM is already running on Amanda’s com- puter. For more details, see “Chapter 8: Accessing Amanda Remotely” on page 73.

  • Page 18: Using A Ups

    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 19: Programming Your Ksu

    16 station ports on the Norstar for the Amanda system. 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 20 • 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 61 for more information about the line names used with tenant services. Hands Free...

  • Page 21: Starting And Ending Programming

    Ensuring Consistent Integration Amanda must know the DNs of the extensions connecting her to the Norstar system. If Amanda and Norstar are not set up in a consistent manner, integration failures can result under light to moderate call traffic.

  • Page 22: Using The Templates

    Installing Amanda@Work.Place The templates below show the soft key layout for various telephone sets. Use Heading or Left Arrow to move up the hierarchy of heading and subheadings. Use Show or Right Arrow to do either of the following: •...
  • Page 23 Chapter 3: Programming Your KSU 7208 Template: Program the 616 Copy Backspace Change Remove Default Heading Retry Show <-- View --> Back Next...

  • Page 24: 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 25 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 26 Do this for each line 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 27 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 28 Remote filters Remote pkg COS passwords 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 29 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 30 The next-to-the-last port should NOT forward to the last (notification) port. 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.
  • Page 31 Tone PrimeSet Auto privacy Trunk mode Super Ans mode Line grp Aux. Ringer Full AutoHold LossPkg Name Restrictions Telco features Services Sys speed dial Passwords Time&Date System prgrming Change DNs Do this for each line to be accessed by Amanda.
  • Page 32 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 33 Chapter 3: Programming Your KSU Compact ICS (CICS) (continued) CICS Programming Settings for Amanda Menu General Mid Ports Last Port Port AlarmSet Set relocation Direct-dial CAP assignment Access codes Line pool codes (typically 9, 8, or 7) Line pool A...
  • Page 34 Prime Line 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. This is the typical DN value for the first port of a 4-port Amanda.
  • Page 35 5. System Data 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 36 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 37 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 38 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 39 Installer pswd 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 40 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 41 C. Set Copy D. System Version 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 42 Installing Amanda@Work.Place...

  • Page 43: Defining Tone Patterns

    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 44 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 45 Chapter 4: Defining Tone Patterns 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 46 Installing Amanda@Work.Place : Amanda will not run properly without the 1001.CPM and 1001.GTD files. These files must be in the C:\AMANDA\PBX.DB directory. If you run Diag from C:\PLATFORM, instead of from the Setup utility, it can- not find the 1001.CPM or 1001.GTD files and creates new ones in C:\PLATFORM.
  • Page 47 444 or 777 or any number that generates a fast busy tone pat- tern. Then press Enter. RNA station Type a non-Amanda extension that has a telephone connected number and is not answered. If voice-announce or call-announce is en- abled, remember to enter the extension plus the additional digit or digits that force the extension to ring.
  • Page 48 For no response:9 For connected:10 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 49 For no answer:8 For no response:9 For connected:10 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 tone number from 13 to 36. Freq1 The first frequency of a dual frequency tone or the only frequency in a single frequency tone.

  • Page 50: Reasons For Multiple Results

    Installing Amanda@Work.Place Tone Definition Fields (continued) Definition Field Explanation On Deviation The percentage of deviation allowed in the 1 On Time when measured by the voice board. 10% is a good working value. Off Time The number of milliseconds that the line is silent after the 1 On Time.

  • Page 51: Defining Integration Patterns

    Defining Integration Patterns Selecting a PBX File The 1001.PBX file installed on your Amanda system by this installation program is good for 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.

  • Page 52: Using Character Codes

    Cause Amanda to go from that mailbox to the correct Company Greeting mail- box. For example, if lines 1 and 2 support two companies that share an Amanda system, mailboxes 1 and 2, corresponding to Line001 and Line002, can have @G(990) in their Extension fields—causing Amanda to play one company’s...
  • Page 53 (or bbb) or the system busy message. 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 54 Installing Amanda@Work.Place...

  • Page 55: Configuring Amanda

    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 56 The Location column uses this symbol to separate the choices you must make at each menu level to select the feature from the correct Amanda screen. For example, “In the Setup utility, select System Configuration Options General Configuration Incoming Calls” means “In the Setup utility, first select Configuration Options, then select General Configuration, then select Incoming Calls.”...
  • Page 57 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 58 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 59 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 60 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 61 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 62 See Action for Question 36. 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 63: Running Setup

    Chapter 6: 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 64: Configuring A New Installation

    Installing Amanda@Work.Place 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 65 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. 12. Press F10 to save your settings and Esc to return to the General Configuration screen.

  • Page 66: Using Notification

    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 67 Mailbox that acts as a shortcut to mailbox 998. Mailbox 8 makes it easier to send callers directly to voice mail. Live operators press transfer, call Amanda, dial 8# followed by the mailbox number, and hang up. The caller goes directly to voice mail.

  • Page 68: Creating Mailboxes

    Both Amanda-controlled or Norstar-controlled transfer methods are available to you on a per-mailbox (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.

  • Page 69: Sharing Amanda

    To program the trunk call / CO line ID on the Norstar KSU: Amanda relies on the Norstar KSU to have a specific naming convention for its CO lines. This naming convention in not just for tenant services. Amanda differentiates CO lines,...
  • Page 70 701 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 greeting is...
  • Page 71 Chapter 6: Configuring Amanda Record Greeting 1 for each company using your telephone or Amanda Messenger. The diagram below shows the flow of the calls and the programming steps: To have different employee directories: • In the Per Port section of Advanced Configuration, change the mailbox for the em- ployee directory on a per port basis.

  • Page 72: Using The Box_Grt Configuration Option

    Installing Amanda@Work.Place 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. To use the box_grt: •...

  • Page 73: Faxing

    Explains how to detect a fax machine automatically. Using a Fax Modem The fax modem used in Amanda@Work.Place must be external. It must be Class 2 or Class 2.0 compliant. (Be aware that Class 2 is different from Class 2.0.) : If you have a Class 2 modem, the default configuration settings for fax options should work well with your modem.
  • Page 74 0 serial_portn y The option maps Amanda's logical port to a physical port on the PC. The n is the number of the logical serial port and the y is the physical serial port (for example, COM3). It is best to make n and y the same number. For example, map log- ical port 3 to COM3.
  • Page 75 Chapter 7: Faxing The Fax Configuration screen appears. (If you type a space, the Setup utility interprets it as a zero.) 10. (Skip this step if you dial 9 to access an outside line.) In the Fax section on Advanced Configuration, change: fax_dl_init 9, fax_dl_init n...

  • Page 76: Suggested Settings

    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 77: 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 tone information is stored in C:\AMANDA\PBX.DB\1001.GTD.

  • Page 78: Creating The Hot Box Mailbox

    1000 is connected to the fax machine 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 79: Sending Faxes

    Press F10 to save. Sending Faxes Faxes that you send to customers from Amanda must be stored on Amanda in fax format. You create the documents, then fax them to Amanda using the J() token to receive them. For more details, see “Sending Faxes to Amanda” on page 133.
  • Page 80 Installing Amanda@Work.Place...

  • Page 81: Accessing Amanda Remotely

    Host and Remote programs. Host runs on Amanda and Remote runs on the computer that accesses Amanda remotely. You also need either a null modem cable to connect the computers or a data modem on each computer.

  • Page 82: Using The Host Program

    Never use Edit remotely. When you press Alt+X to close the file, you be- come disconnected. Use JOVE instead. Using the Host Program The Host program runs automatically whenever Amanda’s computer starts. The AUTOEXEC.BAT file contains the following line: LH HOST /1 /f /n >>%LOGN%...

  • Page 83: Using The Remote Program

    Connecting by Null Modem Cable To connect over a null modem cable: Attach one end of the null modem cable to Amanda’s COM1 and to a serial port on the remote computer. Turn on both computers. Amanda’s computer should start running HOST.COM auto- matically.

  • Page 84: 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 85: Programming Amanda

    Understanding these terms can help you understand any programming language. 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.

  • Page 86: Mailbox Settings

    When all the tokens have been performed successfully in the Notify Method field, Amanda goes to the next Notify Method field (if there is one). If there are no more Notify Method fields, Amanda goes to the Done Chain field for the current mailbox.

  • Page 87: Tracing Token Execution

    Chapter 9: Programming Amanda 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 88: Variables

    Installing Amanda@Work.Place "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. A string that has no characters is called the empty string. It often occurs in programming and is written as '' or "".

  • Page 89: Commands

    M8, which is surrounded by parentheses. 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.

  • Page 90: Parameters

    Amanda needs in order to perform the action that you requested. For example, Amanda might need the name of the file in which to store a fax or the telephone number for a pager. You supply the input parameters and make sure that the information in them is correct.
  • Page 91 Chapter 9: Programming Amanda The syntax inside the brackets is optional. If you don’t use this syntax, its default is used. The syntax inside braces can be repeated. For example, the following is the syntax for %I: Syntax: %I(field,msg_no[,mailbox]) %I() has three parameters: field, msg_no and mailbox.

  • Page 92: Files And Directories

    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 93: Flow Of Control: Branching And Looping

    Sample Address Record as a line in a text file: MARY,HU,28291 HOOVER ST.,WINTER FALLS,MI,48444 When Amanda reads records from a text file, you tell her the number of the fields you want to read or change the data in. The fields are numbered starting with 1. In our example, First Name is 1, and Last Name is 2.

  • Page 94: Examples

    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 95: Translating To Amanda's Tokens

    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.
  • Page 96 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 97: Token Reference

    Chapter 9: Programming Amanda If the matching digits conflict with existing mailboxes (for example, 564 matches JoAnn Johnson, but it is already the mailbox for another em- ployee), use 99564 or some other variation that does not conflict with employee mailboxes.
  • Page 98 Installing Amanda@Work.Place Quick Token Reference (Continued) Function/Purpose of Token Syntax Current date in American format Current port number Current time Current mailbox P[repetition] (U[,mailbox]) Current mailbox’s Extension field Date %I(field,msg_no[,mailbox]) P[repetition](date,D) Days of week Deleting file Y[(file)] Deleting, message KD(msg_no[,mailbox])
  • Page 99 Chapter 9: Programming Amanda Quick Token Reference (Continued) Function/Purpose of Token Syntax Extension field ext_no *Extensions, partially supervised transfer U-ext_no Fax, incremental <(phone_no) >(file) Fax, initialization Fax, receive J(file_or_box,phone_no[,tokens]) Fax, send T(file,phone_no[,tokens]) Feature codes for Norstar KF(feature) Fields, process extension or Notify field as...
  • Page 100 Import, file {file} Information mailboxes M(greeting[#mailbox],repetition,delay) %I(field,msg_no [,mailbox]) Languages, change L(file) Length LEN[string] Letters and spaces P[repetition](A,string) LIGHT.ON X[(file)] Y[(file)] Z[(file)] Menu M(greeting[#mailbox],repetition,delay) Message lights, notification records K*(ext,on_off) (Amanda Company voice boards for Norstar only) Messages %I(field,msg_no[,mailbox]) Messages, by number P[repetition](Mn[,mailbox])
  • Page 101 P[repetition](U[,mailbox]) P[repetition](N[,mailbox]) Norstar feature codes KF(feature) Notification record, Method field Notification record, Variable field P[repetition] (V) Notify, message lights K*(ext,on_off) (Amanda Company voice boards for Norstar only) Notify, relay paging P[repetition] (R) Number P[repetition] (number,N) P[repetition] (V) On-hook O(time) Pager...
  • Page 102 Installing Amanda@Work.Place Quick Token Reference (Continued) Function/Purpose of Token Syntax Partial supervised transfer U-ext_no Pauses W(n) Pesos P[repetition](amount,P) Playing, absolute value P[repetition](number,N) Playing, currency P[repetition](amount,currency) Playing, date P[repetition](date,D) Playing, disk space P[repetition](D) Playing, DTMF digits P[repetition](R) P[repetition](DTMF) Playing, greeting P[repetition](greeting[,mailbox])
  • Page 103 Chapter 9: Programming Amanda Quick Token Reference (Continued) Function/Purpose of Token Syntax Previous mailbox Prompt P[repetition] (prompt_no,V) L(file) Pulse dial Questions and answers Q({greeting[#mailbox][,E]}) Read, file {file} N(file,field,value{,field,variable}) V(file,field,value{,field,variable}) Recordings, stored as messages or files KR(file_or_box [ ,recording_info ] )
  • Page 104 Installing Amanda@Work.Place Quick Token Reference (Continued) Function/Purpose of Token Syntax Subtract +(variable[,value]) Testing for message notification file Z[(file)] Time %I(field,msg_no[,mailbox]) P[repetition](time,T) Time, connect time Time, current Timed break recall Tokens, processing Tones Total messages P[repetition] (M[,mailbox]) Transfer code for current port...
  • Page 105 Chapter 9: 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 106 %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 107 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 108 Failure: Does not fail The failure of any token within the file causes the rest of the file to be ignored. Then Amanda executes the token after the {} token or the RNA chain if there is no token after the {} token.
  • Page 109 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 vari- able. Later you can review the file.
  • Page 110 Installing Amanda@Work.Place Alphabetical Token Reference (Continued) Token Syntax Description Command that gives the specified variable the specified value. Use start and end to =(variable,value assign only part of the string (a substring) to the variable. [,start,end]) variable One of the port or global variables.
  • Page 111 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 112 Series of DTMF digits that indicate an extension number. Example: 151H causes Amanda to transfer the call to extension 151 and hang up (without waiting for a voice or busy signal) when Amanda is processing a call. Failure: Invalid extension number...
  • Page 113 : 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 114 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 115 A hang-up (after pausing a half second to complete an unsupervised transfer) 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.
  • Page 116 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 117 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 Command that logs the current caller on to the specified mailbox. The caller is at the top level KL(mailbox, menu (the menu that says “Press 1 to play your messages..”).
  • Page 118 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 119 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 120 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 121 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 122 Example: P(06261994,D) causes Amanda to say "June twenty-sixth, nineteen ninety-four" Failure: Does not fail Command that tells Amanda to say the specified number as an amount of money. P[repetition] (amount,currency) repetition The number of times to repeat amount. The default is 1.
  • Page 123 A string of letters from the alphabet and spaces. Example: P(A,"GEORGE BEST") causes Amanda to say “G,” “E,” “O,” “R,” “G,” “E,” “space,” “B,” “E,” “S,” “T.” Failure: Does not fail P[repetition](D) Command that tells Amanda to say the percentage of remaining disk space.
  • Page 124 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 usually used P[repetition] for repeating the number corresponding to the DTMF tones entered by a caller.
  • Page 125 A string or variable containing the name of a voice file. Use the complete path to the file unless the file is in C:\AMANDA. The file can be one recorded using the KR() command, an Amanda message file, or a voice file copied to the Aman- da system.
  • Page 126 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 127 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. Command that plays a greeting from the current or specified mailbox and stores the R(greeting caller’s DTMF entry as a number in the specified variable.
  • Page 128 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 129 Each port has its own %T. Examples: P(%T,N) causes Amanda to say the amount of connect time as a number. See the P() com- mand for more information. Command that sends faxes to either a specified telephone number or to a connected T(file,phone_no call.
  • Page 130 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 131 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 132: Troubleshooting

    Troubleshooting Check for the following mistakes: Did you start the string of tokens without @ when you wanted Amanda to perform a hookflash or PCPM? Did you start the string of tokens with @ when Amanda should NOT perform a hook-...
  • Page 133 4000 in one Done Chain and mailbox 4001 in the other. If you use @P(G1, your_personal_UserID) in the Extension field for 4000 and use @P(G2, your_personal_UserID) in the Extension field for 4001, then you know which string fails based on which of your personal greetings Amanda plays.
  • Page 134 Installing Amanda@Work.Place...

  • Page 135: Programming Examples

    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. The steps required to implement this feature might be summarized as follows: Put the caller on hold.

  • Page 136: Result

    Instructions (991) you can give the caller the option to press a digit to hear the Instructions in a different language. When the caller enters the language digit, Amanda should then be configured to access another mailbox that contains the proper Instructions using the Token Programming Language.

  • Page 137: Using Amanda's Tokens

    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 language instructions a caller hears, but we still have not changed which language system prompts the caller hears.

  • Page 138: 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 139: Order Shipment Information

    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 140: Translating To Amanda's Tokens

    I(LEN[%S1],!,5,mailbox) If the number of digits stored in %S1 is not equal to 5, Amanda continues processing with mailbox. To determine whether or not the order shipped, you examine the file SHIPPED to find out if it contains the caller’s order number.

  • Page 141: One-Call And Two-Call Faxbacks

    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. You can set up a mailbox to do both of the following: •...

  • Page 142: Two-Call Faxback

    Installing Amanda@Work.Place The following example assumes that you have three documents and uses only four mailboxes. The documents are named TECH1, TECH2, and TECH3 to represent technical reports #1 through #3. They are stored in C:\FAX. It uses mailboxes 92000 to 92003, but you can use any mailboxes.
  • Page 143 Chapter 10: Programming Examples Confirm the telephone number. If it is not confirmed, go back to step 3. Give the caller the fax document selections and allow him to make more than one selection. In this example, the documents are named TECH1, TECH2, and TECH3 to represent technical reports #1 through #3.
  • Page 144 Installing Amanda@Work.Place Menu 1: 1004 Menu 2: 1003 Menu 3: 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.

  • Page 145: 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 146: Using Greetings

    Installing Amanda@Work.Place Using Greetings The greetings used in your application will fall into the following categories: • Menus that list options from which the users make selections • Requests for responses • Informational—providing answers to users’ requests or other user feedback...

  • Page 147: Providing Information And Feedback

    Chapter 10: Programming Examples Word your requests carefully using the following suggestions: • Use consistent wording. For example, use “Please” to indicate that a request is coming. • Make it clear what type of input is expected from the user (keypad input or voice response).

  • Page 148: Using The Telephone Keypad

    ON.) • The M() command. In this case, Amanda waits for only one digit. It is faster that using menu fields, but it does not allow the caller to enter a mailbox with more than one digit. (For this method, turn Do Not Disturb OFF.) To convert the DTMF (or touch) tones entered by the caller into a number, use: •...

  • Page 149: Using Tokens

    Chapter 10: Programming Examples Using Tokens This example describes parts of an application that records consumer reactions to sample products. For example, hair stylists may be mailed information about a line of new hair care products. If interested, a stylist can call an 800 number to request a sample of one of them. The sample is mailed along with product literature and a test ID that uniquely identifies the stylist with the product.

  • Page 150: Gathering Testing Information

    Mailbox 881 has: Extension Field: @M(G1,2,30)G(0) Amanda plays the menu in Greeting 1. If there is no response 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 151 Chapter 10: Programming Examples 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 response, Amanda executes the next token in the Extension field (which goes to the operator).
  • Page 152 Installing Amanda@Work.Place...

  • Page 153: Troubleshooting Amanda

    SHOULD HAVE happened, what time, and so on. The trace files need to go to the right people in a timely manner. If a line connected to Amanda goes out of service, The Amanda Company needs trace information on the last activity on that line. Submit trace files to a place accessible to everyone even if the customer service representative you have been working with is out of the office: customer.support@taa.com.

  • Page 154: Amanda Does Not Transfer The Call

    Review the tokens and insert a hookflash where needed. When the Extension 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 155: Notification Does Not Work Correctly

    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, selection 1.) Problem: The Busy and Ring No Answer integration patterns are identical, so Amanda treats both types of calls the same. Solution: Remove one of the integration strings by running the Setup utility, selection 1.

  • Page 156: Host/Remote Programs Do Not Work

    The best way to resolve the conflict is to review (and reassign if necessary) the names assigned to the 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 157 STATUS line in C:\BOOTLOG contains one or more 3s-instead of one or more *s (as- terisks). (You should have one * for each pair of ports on the Amanda system. For ex- ample, a four-port system's boot log has the line STATUS **.) A side-effect of this IRQ problem is that Amanda asks for a demo password.
  • Page 158 Installing Amanda@Work.Place...

  • Page 159: Installing Amanda Company Boards

    Norstar KSU. These boards work with the Norstar KSU without using external 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 160: Background Information

    JP1 indicates the memory segment, and JP2 indicates the offset within that memory segment. Amanda Company voice boards are preset to D800. If you are installing more than one board, each board must have a different segment/offset location. These locations must be contiguous and eight kilobytes (2000 hex) apart.

  • Page 161: 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 5. Advisor shows where to place the shorting jumper for this IRQ.

  • Page 162: Installing The Boards

    5 as the selected IRQ. Be sure to select an interrupt number that is not used by another board (such as a modem or LAN card) in this PC. Installing the Boards Use the following procedure to install one or more The Amanda Company voice boards in PC slots. To install the boards: Turn your computer off.

  • Page 163: Connecting The Ports

    PC. Replace the computer’s cover. Attach the Norstar telephone extension lines to the RJ-11 connectors. :The Amanda Company voice board is to be used only with North- AUTION ern Telecom’s Norstar telephone switching systems. You can permanently damage the board by connecting the RJ-11 con- nectors to any other telephone outlet.

  • Page 164: Connecting The Cables

    Line2 Line3 Line4 Telephone Phone Switch 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 165: Configuration Reference

    A number you receive from your Amanda Company sales representative to activate your system. You must set this option if one or more of your voice boards were not purchased from The Amanda Company. If you change or add a board later, you need another activation key because the key is based on the serial numbers for all of the boards and the total number of ports.
  • Page 166 * to go on hold and must press * periodically to stay on hold. When False, Amanda is set up for inactive hold. The caller indicates that he wants to be on hold only once. If the caller does nothing, Amanda retries the extension until it is no longer busy.
  • Page 167 True or False. The default is True. When True, Amanda plays, “Begin recording at the tone, finish by pressing # or hanging up” before the beep. When False, the caller hears only a beep.
  • Page 168 The number for the logical serial port that will read SMDR data from the switch while Amanda is running. The data is stored in the file specified by ca_file unless the number is 0, in which case no SMDR data is read.
  • Page 169 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 170 True or False. The default is False. When True, Amanda verifies that the caller is still on the line after playing the Caller In- structions and not hearing any DTMF. Amanda asks the caller to “Say ‘yes’ at the tone”...
  • Page 171 See “Chapter 5: Defining Integration Patterns” for more in- formation.) True or False. The default is True. When True, Amanda plays the RNA greeting for the mailbox identified by rr. When False, Amanda plays the system greeting. In either case, a message is taken for rr from ss.
  • Page 172 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 information, DOS errors, disk errors, system actions, and shutdown information.
  • Page 173 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 Den- mark or Holland and 3 elsewhere). Otherwise, the range is 1-655.
  • Page 174 Amanda rings Extension 100 and Mary answers. Amanda says, “This call is for John, Extension 111. To accept this call, press 1. To reject this call press 2 and hang up….” Mary presses 2. The caller hears John’s current greet- ing.
  • Page 175 Then when Amanda’s last port rings, all the other ports must be busy.
  • Page 176 Configuration Option Description 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 4. Restricted notification does not eliminate the possibility of notification collisions (known as glare).
  • Page 177 0 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 178 Otherwise, messages that have been heard are purged after the specified number of days. When users log in, Amanda tells them how many messages will be purged when they exit message mode. This number is the number of heard messages that have been stored longer than the number of days you specify here.
  • Page 179 When True, Amanda checks the values of begin_rec_prompt and end_rec_menu to de- termine 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 180 It does not ring that user’s extension. After entering 998, the caller is asked for the des- tination mailbox then leaves his message. This option controls how Amanda identifies the user before the message is left. This con- firms that the caller entered the mailbox that he intended to.
  • Page 181 Configuration Option Description tmo_dtmf The amount of time Amanda waits after a DTMF digit before deciding the caller has fin- ished the entry. (If the caller presses #, Amanda immediately recognizes this as the end of a DTMF entry.) Number of tenths of seconds (from 1 to 255). The default is 12 (1.2 seconds).
  • Page 182 Description tmo_silence The maximum seconds of silence before Amanda decides that the caller or user is fin- ished 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 183: Fax Options

    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 184 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 185 The maximum speed that Amanda uses to send faxes. The value can be '0', '1', '3'. Use '0' for 2400, '1' for 4800, and '3' for 9600 bps. Normally a value of '3' works for 486 CPUs at 25MHz or higher (and is the default), but it depends on your computer.

  • Page 186: 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 24 hot_boxes. For example, you can configure a hot_box to detect connections from TDD machines for deaf communications.

  • Page 187: Outdial Options

    4, set box_idx to 411 for ports 1 and 2, 511 for port 3, and 611 for port 4. : Callers use their telephone pad to spell the names of the users they want to reach. Amanda plays the name and extension recording for every user that matches.

  • Page 188: Serial Port Options

    1 to 8. 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 useful for...

  • Page 189: Smdi Options

    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. How- ever, it is less confusing to use serial_port1 1, matching logical and physical ports with the same number.
  • Page 190 Installing Amanda@Work.Place...

  • Page 191: Index

    7-digit extensions shutdown >() token shutting down ?() token Amanda Company boards for @ token Norstar [() token Amanda Company voice boards for backslash keystroke Norstar accessing external lines Ctrl+G keystroke addressing 998 shortcut Analog Terminal Adapter Ctrl+B keystroke mailbox...
  • Page 192 184 Installing Amanda@Work.Place using with Norstar KSU and no holding commands Amanda time between transfer attempts Comment field Amanda Company voice boards for communications software Norstar typical 4-board ar- treated as Ring No Answer companies rangement Busy chain sharing Amanda...
  • Page 193 English abbreviated per port Enter your security code prompt P() token directory heard by caller playing employee Event said by Amanda disconnects tone definition fields days of week call screening exit_digit %W token managing waiting calls exit_to_0 db_locking disk space...
  • Page 194 100, 101 writing hardware First Use Questionnaire hold francs active Amanda Company boards for P() token disabled Norstar Freq1 please hold prompt Amanda Company voice tone definition fields time between transfer attempts boards for Norstar Freq2 tone definition fields HOLD.VOX...
  • Page 195 Index 187 KV() token accessing repeated activating repeating L() token bypassing a greeting message log language caller instructions messages configuring company greetings automatic deletion prompts created as read-only configuring languages default continuous play time 111, 128 switching default templates creating via tokens 108, 170 lcoff deleting messages via tokens...
  • Page 196 160, 173 parameters shipping play_skip Norstar features playing Priority Call P() token frequencies Norstar KSU absolute value greetings using Amanda Company voice dates messages boards for Norstar and disk space prompts Amanda greeting Variable field notification money please_hold configuring...
  • Page 197 %R token saving recording remote access DTMF entered by caller sampling rates Amanda messages prompts, wrong one heard remote computers screen output protecting setting up screen blanker Amanda Remote program screen output purge REMOTE.COM...
  • Page 198 190 Installing Amanda@Work.Place minimum length standalone telephone number 117, 122 setting questionnaire Method field security_min_length starting notification sending screen saver templates 59, 163 messages stopbitsn guest mailboxes 59, 161 serial ports stopping mailboxes 162, 174 recording temporary COM1-COM4 storing files...
  • Page 199 Amanda Company tokens transfers voice boards for application examples partially supervised Norstar 103, 110 if comparisons supervised voice boards, not from The Amanda 157, 169 listed alphabetically troubleshooting Company listed by purpose token programs voice control reference trunk...
  • Page 200 192 Installing Amanda@Work.Place wild card character code Y() token writing character code yesterday 100, 101 lines of files X() token Z() token...

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