Limited Warranty on Software The Amanda Company warrants the media on which the software is recorded to be free from defects in materials and faulty workmanship for a period of 90 days from the date the software is delivered.
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...
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. •...
The computer on which Amanda is installed must be used only for Amanda. Depending on what lines from your telephone switching system 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.
Configured as an off-duty attendant: Amanda provides 24-hour access to your company and its employees when an operator is unavailable. In this case, the telephone switching system sends all incoming calls to Amanda while the office is closed. Configured as a voice messaging center: Amanda takes messages and allows users to send, store, and forward messages, increasing productivity and enhancing inter-office communication.
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;...
Connect the line cords from the voice board to the telephone switching system. Connect a monitor and keyboard or a remote computer—if necessary. Run Setup to define Amanda system configuration options. Test each voice board port for answering. Run Setup to identify the PBX, dial codes, and tone patterns.
Telephone Phone Switch tline-R.cad Attaching a Monitor or a Remote Computer To control and configure Amanda@Work.Place, you must have one of the following kits (or its equivalent): • Video Administration Kit (containing a monitor and a keyboard). This gives you access to Amanda at any time using the monitor and keyboard.
Now you can run Setup and other programs, monitor Amanda’s opera- tion, and so forth. Connecting a Remote Computer You can control Amanda from a remote computer by doing all of the following: • Connecting the two computer with either a null modem cable or by means of modems (and, of course telephone lines).
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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.”...
To run Setup: If Amanda is running, shut down the Amanda system: Press Alt+S. Type in the password. (The default is AMandA with only the first two and the last letter capitalized.) Press Enter. Press Y (to confirm the shutdown).
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INSTALL.CFG file or the Default Template for mailboxes (nor- mally mailbox 997). These dialog boxes are explained in “Chapter 7: Configuring Amanda.” Advanced Configuration Allows you to change any configuration setting in INSTALL.CFG. The options are divided into categories to make it easier to locate the options you need to change.
By default, the 1001.PBX file is used to store dial codes. You can change this if you choose, but The Amanda Company recommends using 1001.PBX. If you use another name, do not use any number in the range 1002 to 2001 (reserved by The Amanda Company).
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(To return to the Telephone System Dial Codes screen without saving your changes, press Esc.) Repeat steps A through D for any other codes to be changed. When you have finished defining the dial codes, press Esc to return to the Amanda Configuration Utility menu.
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What to dial when there is no The code Amanda dials to return to the caller if both of the following are true: transfer dial tone: You configure Amanda to wait for a transfer dial tone before transferring a call to...
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During supervised transfers, Amanda dials this code to complete the call transfer af- caller to an extension: ter detecting an answer at the called extension. If call screening is ON, Amanda dials this code only after the user at the extension accepts the call.
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Amanda to transfer a call. In this case, this number should be greater than 0. Use 0 when Amanda does not wait for a dial tone (as when the telephone switching system returns stutter dial tone or silence on a transfer).
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DTMF digits which disable a message waiting indicator on your telephone sets. To have Amanda dial these digits, use KA(0) in the notify method field. Amanda replaces KA(0) with these digits. For more infor- mation, see “KA(on_off)”...
(time or weather lines are good choices to call). • Define a non-Amanda extension that has a telephone connected, is not forwarded, and will not be answered. This becomes your Ring No Answer (RNA) test station. To define telephone switching system tone patterns: Make sure that you have satisfied all the above requirements.
Using AccuCall Plus The C:\AMANDA\PBX.DB\1001.TON file defines the tone patterns that the telephone switching system returns to Amanda. Amanda recognizes these tones and uses her knowledge of them when she transfers calls. AccuCall Plus is a Rhetorex utility that allows you to set up ring, busy, reorder/fast busy/error, and special tone (such as a fax CNG tone) definitions.
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Amanda must be shut down before you run AccuCall Plus. To shut down Amanda: If Amanda is running, press Alt+S. Type in the password. (The default is AMandA with only the first two and the last let- ter capitalized.) Press Enter.
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Installing Amanda@Work.Place Select “AUTO RUN” by pressing F6. To define the Ring No Answer (RNA) tone pattern: Type a telephone number for an extension in the Phone No. field. This extension number must not be forwarded, not in a hunt group, not in hands free/speaker phone mode, and not be answered by anyone.
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Filter table, replacing the word “none” with the frequency. 12. Then press F10 to save this information and return to the main screen. : All the listed frequencies must be at least 40 Hz apart so Amanda can distinguish them.
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(these positions are for terminating tones). When a tone is a terminating tone, Amanda does not wait for it to be repeated before taking control of the call. 13. Then press F10 to save this information and return to the main screen.
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Chapter 5: Defining Tone Patterns To define the Reorder/Fast Busy/Error tone pattern: Type a telephone number for an invalid extension in the Phone No. field. This extension number must return the reorder tone. For example, you might use 777 or 888.
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12. Then press F10 to save this information and return to the main screen. To finish AccuCall Plus: Press F7 to save the tone file. Type the file name C:\AMANDA\PBX.DB\1001.TON. Press F8 to save the file. AccuCall Plus will not allow you to save to file unless you have defined all the filters.
Make sure you define dial codes before performing the procedures in this chapter. Otherwise you will overwrite all the integration information as the Setup utility creates the 1001.PBX file for you using The Amanda Company’s predefined .PBX file for the PBX that you select.
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1001.PBX. 13. To save and close the file, press the four following key combinations in order: Ctrl+X Ctrl+S Ctrl+X Ctrl+C 14. At the DOS prompt, type: 15. Then press Enter. 16. Start Amanda by typing: AMANDA 17. Then press Enter.
Create a Direct Inward Line by having an outside CO trunk line ring at an exten- sion that will forward on Ring No Answer and Busy to Amanda. Tests 5 and 6 be- low do not have CO line identification enabled. Tests 7 and 8 do.
The # sign indicates a Ring No Answer forwarded call, and the 123 (for example) is the extension that forwarded the call to Amanda. These digits could be any combina- tion of DTMF digits. For example, the AT&T Partner sends:...
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If so, draw a line through it. If not, then your switch sends a unique busy forwarded integration to Amanda. For example, the string may look like “*123”. The “*” denotes a busy forwarded call, and the “123”...
Installing Amanda@Work.Place Repeat step 5 for the string from Test 6, but replace the extension number with b’s rather than r’s. Repeat step 5 for Test 7. If the string is identical to the one from Test 5, draw a line through it.
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Type a number of tenths of seconds in the Timeout box. A value of 0 prevents integration. Any other value is the amount of time that Amanda will wait for information from the telephone switching system. A suggested value for this timeout is 10 (which equals 1 second).
When inband signaling strings come from the telephone switching system, Amanda compares them to the defined integration patterns and decides how to handle the calls.
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(or rrrr and ssss) fields set. Information regarding where the call came from (for handling message replies) If sss (or ssss) is found in the integration pattern along with b’s or r’s, Amanda recognizes mailbox sss as the sender of the message—if one is left.
Enable your telephone switching system for voice mail integration. • Program a test extension for call coverage, or call forwarding on Ring No Answer and Busy, to Amanda. The following procedure assumes that this extension is 111, but it can be any extension. •...
From the available extension (127), select an outside CO line and call in to where you are installing Amanda. When the receptionist answers, ask to be blind transferred to the test extension (111), which should forward to the Integration Helper after a certain number of rings.
Installing Amanda@Work.Place Forward from Ring No Answer Example You may have two patterns labeled “Forward from Ring No Answer.” Both should contain the extension number (111) that was call forwarded to the Integration Helper. This is the extension that did not answer. One of the patterns may contain the available extension number you called from (127).
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.
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Token Programming Language (although only blind transfers are supported). 2) Do you want Amanda to verify that a caller is still In the Setup utility, select Set the Amanda Says “Please Say on the telephone before transferring the call to an op- System Configuration ‘Yes’…”...
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Response Parameter (if applica- Action ble) 6) Do you want Amanda to answer all incoming calls ALL CALLS In the Setup utility, select Set N_RINGS to 1 for each port. or only answer when the operator cannot get to the System Configuration This is a per port setting.
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Response Parameter (if applica- Action ble) 12) Do you want Amanda to tell the user the date and In Amanda, select Users Set the D/T option to YES. time a message was recorded before playing the mes- menu, then enter 997 in sage? mailbox.
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0 to 1 automatically. The user may also control what greeting is used. (Amanda@Work.Place provides 3 greetings per mailbox.) 21) If YES to 20, do you want to use Amanda’s sys- SYSTEM In Amanda, select Users Set Current Greeting to 0, which is the...
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(This is primarily for people who answer calls for more than one person or share a telephone.) 25) If YES to 24, do you want Amanda to let the user In Amanda, select Users Set Screen Calls to ON and ID Call? to...
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Passwords are Options General case-sensitive. (You may not want to write this down, but be sure Configuration that it gets reset. The default is AMandA with the first Password. two and the last letter capitalized.) Amanda parameter is password...
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Amanda parameter is purge 38) Do you want to use the hold music provided by The Amanda Amanda plays C:\AMAN- The Amanda Company or hold music and messages Company DA\HOLD.VOX by default. of your own? YOUR OWN There is no config option or mailbox field for this.
Chapter 7: Configuring Amanda 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).
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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.
With roving notification, Amanda tries to use the last port in the hunt group (for example, port 4 on a 4-port system) for notification. If the last port is busy, Amanda tries the second-to-last port (for example, port 3), and so forth.
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. This affects the configuration options that determine which mailbox is used for: •...
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”...
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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.
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Chapter 7: Configuring Amanda Default and Recommended Mailboxes (Continued) Configuration Mailbox Option Purpose box_snd Mailbox for direct messaging. Mailbox 998 has been created for you. By default, this mailbox has Do Not Disturb locked ON, call screening locked OFF, an empty Done Chain, and does not store messages.
Explains how to detect a fax machine automatically. Using a Fax Modem You can use a fax modem on any Amanda@Work.Place system. The fax modem used in Amanda may be internal or external as long as it meets all of the following requirements: •...
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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, COM1). It is best to make n and y the same number. For example, map log- ical port 2 to COM2.
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Chapter 8: Faxing Press Y for Yes. From the Advanced Configuration menu, press F for Fax. 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...
Administering Amanda@Work.Place. 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.
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.TON.
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.
Chapter 8: Faxing Sending Faxes Faxes that you send to customers 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 131.
Serial integration is a type of digital integration in which the telephone switching system uses the computer’s serial port to communicate to Amanda. A data line from the central office or telephone switching system sends information and instructions (about the caller and called party) to your on-site voice mail box.
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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, COM1). It is best to make n and y the same number. For example, use serial_port1 1 or serial_port2 2, and so forth.
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Amanda waits after the call is answered before looking for integration information. This allows more than one packet to be sent to a port per telephone call. Amanda uses the last (most recent) packet. The default is 0. The range is 0 to 255.
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You must also modify your C:\AMANDA\PBX.DB\1001.PBX file to include the SMDI information. Using the Amanda Setup utility (selection 3) or the JOVE utility, verify that your integration lines are as follows. When using Setup, type 30 in the Timeout field. (30 equals 30 tenths of seconds or a total of 3 seconds.) Then enter the integration strings in...
Chapter 9: Using Serial Integration To program the message waiting lights, use the following in the Method field of the two notification records used for Light ON and Light OFF: 4-digit Station Plan Light ON: @S(1,'OP:MWI 000%U!\D') Light OFF: @S(1,'RMV:MWI 000%U!\D') 3-digit Station Plan Light ON: @S(1,'OP:MWI 0000%U!\D')
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You can also set smdi_delay x, where x is a number of tenths of seconds. Amanda waits that long after the call is answered before looking for integration infor- mation. This allows more than one packet to be sent to a port per telephone call.
: To modify the above for another digit plan, use the appropriate number of r’s, b’s, s’s, e’s, and x’s. In the example, 20 is used (causing Amanda to timeout after 2 seconds if the packet has not been received) because it works for all serial integration.
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AT&T System 75 and Definity-G3 telephone switching systems. You must modify your C:\AMANDA\PDX.DB\1001.PBX file to properly integrate the 7404D set information. Using either the Amanda Setup utility or the JOVE utility, verify that your integration lines are: integration 10 'xxxxxxxxxxxxxx*xxxxxxxxxxxxxxxxrrr D'...
You can also set smdi_delay x, where x is a number of tenths of seconds. Amanda waits that long after the call is answered before looking for integration infor- mation. This allows more than one packet to be sent to a port per telephone call.
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In the example, 10 is used (caus- ing Amanda to timeout after 1 second if the packet has not been received) because it works for all serial integration. The number is in tenths of sec-...
Chapter 9: Using Serial Integration To program the message waiting lights for NEC 2000, use the following in the Method field of the two notification records used for Light ON and Light OFF: Light ON: @S(3,’\B06%E01\N’) Light OFF: @S(3,’\B07%E01\N’) \B represents Ctrl+B, the start of transmission (STX) character. %E should be the same number of digits and smdi_start specifies.
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Amanda waits after the call is answered before looking for integration information. This allows more than one packet to be sent to a port per telephone call. Amanda uses the last (most recent) packet. The default is 0. The range is 0 to 255.
(that line starts 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.
Use the list above (for the null modem) to understand each part of this line. Change the /4 to the number of the COM port used by the modem on Amanda’s computer, and add a /f if your modem can handle data speeds of higher than 2400 bps.
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 station separate from the telephone system.
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Enter password: appears on the screen. Type JENNIFER in uppercase letters, then press Enter. You can run Setup and other programs on Amanda’s computer while sitting at the remote computer. (If the screen is blank because of Amanda’s screen saver, press the spacebar to exit the screen saver.)
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.
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.
Chapter 11: 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.
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 "".
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.
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.
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Chapter 11: 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.
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.
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.
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.
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.
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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.
Chapter 11: 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.
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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])
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Chapter 11: 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]) Fields, process extension or Notify field as tokens...
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Installing Amanda@Work.Place Quick Token Reference (Continued) Function/Purpose of Token Syntax Files, write ](file) N(file,field,value{,field,variable}) Francs P[repetition](amount,currency) Free disk space P[repetition] (D) Frequency KB(frequency,msecs) From %I(field,msg_no[,mailbox]) Goto G(mailbox) Greeting P[repetition](greeting[,mailbox]) Hang-up [ext_no]H O(time) Hang-up, cleanup H(mailbox) Hang-up, partially supervised U-ext_no Hookflash...
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Chapter 11: Programming Amanda Quick Token Reference (Continued) Function/Purpose of Token Syntax Messages, number %M[(mailbox)] Messages, number of new Messages, record and send to mailing list KJ(mailbox,list_number[,sender]) Messages, total P[repetition](M[,mailbox]) Message count, total for mailbox %M[(mailbox)] P[repetition] (M[,mailbox]) Message count, new for current user...
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Installing Amanda@Work.Place Quick Token Reference (Continued) Function/Purpose of Token Syntax 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]) Playing, menu M(greeting[#mailbox],repetition,delay) Playing, messages...
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Chapter 11: Programming Amanda Quick Token Reference (Continued) Function/Purpose of Token Syntax 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]) Records, delete KV(file,field,value) Remote computers S(port,[string,[variable],[termination], [length],[timeout]) Rings, wait for number of...
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Installing Amanda@Work.Place Quick Token Reference (Continued) Function/Purpose of Token Syntax 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 Transfer, unsupervised (blind) [ext_no]H Transfer, supervised ext_no...
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A string or variable containing a valid DOS file name for the text file to be searched. Use the complete path to the file unless the file is in C:\AMANDA. There is no limit to the number of lines in the file.
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Read with the [() command and write with the ]() command within the same field to avoid potential simultaneous access errors caused by another port accessing the file. 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.
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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.
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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 pausing). Then Amanda faxes two files. Duplicate files are ignored. Failure: Does not fail Command that gives the specified variable the specified value. Use start and end to as- =(variable,value sign only part of the string (a substring) to the variable.
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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.
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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.
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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 Command that performs exit routines when a caller hangs up.
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Command that allows you to control processing based on a condition. If the specified I(value, values and operator create a condition that is true, Amanda continues processing at the operator, specified mailbox. If the condition is false, the next token after this command is execut-...
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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. For exam- ple, 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.
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Setup utility. Example: KA(1) causes Amanda to dial the string specified in the dial codes for "What to dial to set the message waiting indictor on." Failure: Does not fail Command that plays a certain frequency for a certain time period (defined in millisec- KB(frequency, onds).
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Amanda plays the name and extension recording for that mailbox’s owner when identifying the sender. 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...
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Amanda assigns it to %S1. Greeting 2 says, “Please enter the mailbox’s security code.” After the caller enters the code, Amanda assigns it to %S2. Next Amanda plays Greeting 5, “You are logging into mailbox”, followed by the mailbox. KL(%S1,%S2) attempts to log the caller into the specified mailbox using the specified security code.
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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 ex- ceed 143 characters. There is no limit to the number of lines in the file.
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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() command for more information. Failure: Does not fail Command that returns the total number of messages for the specified or current mailbox.
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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 ex- ceed 143 characters. There is no limit to the number of lines in the file.
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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, repetition The number of times to repeat amount. The default is 1.
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Example: P(1826,T) causes Amanda to say “Six, twenty-six .” Failure: Does not fail Command that tells Amanda to say the characters in the specified string. For a space, P[repetition] Amanda says the word “space”. (A,string) repetition The number of times to repeat the contents of the string. The default is 1.
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Chapter 11: Programming Amanda Alphabetical Token Reference (Continued) Token Syntax Description Command that tells Amanda to say the total number of messages for the specified or cur- P[repetition] rent mailbox. (M[,mailbox]) Using this command cancels any pending Notify actions for the specified message auto- matically.
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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 Amanda system.
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Q(G1,G2,E,G3,G4,E) asks the caller two questions and then allows the caller to edit those answers. Once the caller presses 9 to save, Amanda asks the next two questions and then allows the caller to edit the second group of answers.
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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 infor- mation in the relay variable. Command that plays a greeting from the current or specified mailbox and stores the call- R(greeting er’s DTMF entry as a number in the specified variable.
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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 com- mand has non-standard syntax.
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C:\AMANDA. phone_no The telephone number (or a variable containing that number) for the fax device that ac- cepts the transmission. Use the empty string to make Amanda wait for a call to ring into the fax port.
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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 ex- ceed 143 characters. There is no limit to the number of lines in the file.
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LIGHT.ON in the mailbox’s directory. Example: A user’s message waiting indicator toggles on and off. For the first message, Amanda should turn the indicator on. The indicator should be left on for the second and later messages (until they are all listened to).
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-...
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.
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.
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.
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.
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.
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.
“Sending Faxes to Amanda” on page 131. 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: •...
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.
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Chapter 12: 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.
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Installing Amanda@Work.Place 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.
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.
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...
Chapter 12: Programming Examples : Amanda can store a total of 65,536 voice message files. However, each of the up-to-20 questions in the Q() command count is stored in a sepa- rate voice message file, even though Amanda treats all the questions as one “message”.
Installing Amanda@Work.Place • Don’t use open-ended or ambiguous questions. For example, use “Do you have your account number?” rather than “Have your account number ready.” • Be polite, non-judgmental, and avoid humor. For example, use “That password is invalid” rather than “You entered the password incorrectly.”...
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: •...
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).
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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).
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.
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.
Amanda ports outside dial tone, when a 9 or some other code is dialed. If using dedicated or restricted notification, make sure that the designated port has the attributes stated in the above paragraph.
Make the value in the Max Times field in the Notify record greater than zero. 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 “Chapter 10: Accessing Amanda Remotely.” Problem: Both modems used have a bps higher than 2400.
Appendix A: Troubleshooting Amanda Problem: There is a conflict between the settings in the CONFIG.SYS and \PLAT- FORM\CONFIG files. Solution: Check to see that the dualport statement in the \PLATFORM\CONFIG file matches the first two characters in the exclusion (X=) statement in the CONFIG.SYS file.
Adding a Voice Board Adding an RDSP/x32 Voice Board If you upgrade Amanda@Work.Place to include more ports, you need to know more about addressing and installing voice boards. Amanda recognizes each installed voice board by its unique address. The first voice board has address 300;...
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Installing Amanda@Work.Place The following table shows how to set the shorting jumpers for each possible voice board in Amanda. Leftmost Jumper PositionsRightmost Boar dress Close Close Close Close Close Close Close Close Open Open Open Close Close Close Close Close...
Appendix B: Adding a Voice Board ShowJump Utility Rhetorex provides the ShowJump utility which also shows how to configure the jumpers on various types of Rhetorex boards. On Amanda, this utility is stored in the C:\PLATFORM directory. To use ShowJump:...
Otherwise, static discharge may damage your board. Connecting Ports You create a port by connecting a telephone line to a voice board. Amanda can support from 2 to 24 ports. On a Rhetorex voice board with two connectors, the top connector represents the first two ports and the bottom connector represents the second two ports for a total of four ports per board.
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 shortened version of the system greeting. When False, Amanda says, “Please leave a message for” followed by the name and ex- tension recording.
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* 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.
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Configuration Option Description ati_mode Allows Amanda to be used with a Rhetorex x000 board and an ATI board. An ATI board requires a version 7.x Rhetorex driver. True or False. The default is false. When True, Amanda makes the connections needed for the ATI board.
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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.
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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.
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Configuration Option Description dl_pickup_on_ring When an inbound ring is detected and Amanda goes off-hook, this option determines whether Amanda dials the code specified by the dl_pickup parameter in the 1001.PBX file or the current dial codes file for that port.
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When 0 (the default), Amanda performs normal PCPM. When 1, Amanda continues to wait for a digit. She waits 6 seconds for each of the rings specified for a Ring No Answer (RNA). For example, if the mailbox has 4 rings for RNA, Amanda waits 24 seconds.
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If dtmf_dt is not an empty string, and if tmo_dtwait (the dial code that determines how long to wait for a dial tone or its equivalent) is > 0, Amanda dials dl_dtwait (the dial code that puts the caller on transfer hold) and then waits for the dtmf_dt digits to come from the switch.
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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”...
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See “Using Character Codes” on page 32 for more informa- tion.) 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.
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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.
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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.
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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.
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Then when Amanda’s last port rings, all the other ports must be busy.
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You typically use the last port in the linear hunt group. You must use this option if you install Amanda on a telephone switching system that re- quires the same port to turn message lights both on and off. In this case, roving notifi- cation could cause a message light to come on and stay on.
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Setup automatically assigns a name (up to 8 characters) to the .PBX and .TON files that Amanda uses with your telephone switching system. By default, Setup uses 1001 for the first PBX and 2001 for the second. You can use any name in install.cfg, but it is best to use the defaults.
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A number you receive from your Amanda Company sales representative to activate your system. If one or more of your voice boards were not purchased from The Amanda Com- pany, you must also set activation_key. See “activation_key” on page 153.
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Amount of time the voice board waits after an earth recall (used in place of a hookflash on some telephone switching systems). Number of hundredths of seconds. 0 tells Amanda to use the voice board's default (which is 15 for Denmark or Holland and 50 elsewhere). Otherwise, the range is 1-6553.
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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.
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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.
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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).
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2 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.
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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.
72 to send the message to a fax machine followed by the telephone 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 default is '9,'. Use a maximum of 20 characters.
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Fax Options (Continued) Configuration Option Description 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 •...
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Users (at the message menu) can send fax messages they have received to a fax machine 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 dig- its than max_local_extension.
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.
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.
Configuration Option Description 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 n_rings 2 for port 7 those telephone switching systems that do not allow incoming lines to ring in a station hunt group or do not provide delayed ringing.
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.
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SMDI Options (Continued) smdi_delay The time that Amanda waits after the phone rings and is answered, before looking at the integration information (if any). Use a number of tenths of seconds or 0. The default is 0. The range is 0-255. This option does not apply to inband integration.
The default appears in install.cfg as: set did_dtmf true did_mf Determines what kind of integration digits Amanda reads when did_dtmf is True and did_mode is True. Otherwise, Amanda ignores this option. True or False. The default is False. When True, Amanda expects MF digits.
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In a 2-wink T1 environment, Amanda may receive more digits than the Rhetorex buffer can hold. So Amanda reads up to n_ani digits between the first and second winks and starts processing them as part of the regular inband integration. After the second wink, Amanda reads the remaining digits.
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190 Installing Amanda@Work.Place earth recall faxing per port employee directories accessing outside lines playing 101, 102 mailboxes files recording per port hot box mailboxes sampling rates 50, 162 employee directory hot boxes guest_defaults end user faxing, to Amanda guest_max support...
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KC() token list of users trace files KD() token literals incoming keyboard locking faxes connecting to Amanda database records incoming calls keys log files configuring activating Amanda logging information system keys, activating Amanda mailbox information...
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192 Installing Amanda@Work.Place minimum for guest left by other users n_rings operators light on/off n_winks PCPM nam_maxlen playing messages minimum length Name and Extension recording 115, 116 previous mailbox token P() token security codes order NEC 2000 sending messages to...
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SMDI playing playing prompts port number recording times SMDI sampling rates total messages port variables protecting packet ports Amanda terminating characters purge pager changing volume purging problems with COM1-COM4 messages wait company greetings purposes pager number connecting Amanda...
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194 Installing Amanda@Work.Place recognizing voice board problem security codes loop current drop voice boards bypassing loop current off ring comparing record off period displaying character code on period minimum length record menu ring length setting record_beep Ring No Answer security_min_length...
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Index 195 integration supervising templates 50, 162 port hangups guest mailboxes 50, 157 port number support mailboxes terminating characters end user temporary time packet can precede call installation files international test calls type system administration integration patterns smdi_activation_key Token Programming Language testing smdi_base_port inband integration patterns...
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SMDI problem 17, 18, 175 application examples Rhetorex 120, 145 if comparisons U token voice boards, not from The Amanda 153, 169, 182 listed alphabetically uninterrupted power supply Company listed by purpose voice control reference urgent messages time...
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Index 197 for peripheral W token warning W() token disk space character code wait warranty X() token dial tone web site pager answer wild card Y() token voice answer character code yesterday waiting winks, t1 lines before integration writing Z() token for DTMF lines of files...
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