Amanda Work Group Instruction Manual

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Administering

@Work.Place

Version 3.xx

Administrator’s Guide Edition 7/01

ii Administering Amanda@Work.Place

Copyright and Trademark Notices

Copyright  1992–2 001 The Aman da Co mpan y. All Rights Reserved. This guide and the software described herein are copyrighted with all rights reserved. No part of this publication may be reproduced, transmitted, stored in a retrieval system, or translated into any language in any form by any means without the prior written permission of The Amanda Company.

Amanda and Amanda@ are registered trademarks and sales trademarks of The Amanda Company . Other b rand names and product n ames mentioned in th is manual are trademarks or registered trademarks of their respective owners.

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. If a defect in the media should occur during this period, you may return the media to The Amanda Company and The Amanda Company will replace the media without charge.

THE AMANDA COMPANY MAKES NO WARR ANTIES (OTHER THAN THOSE SET FORTH ABOVE) TO ANY PERSON OR ENTITY WITH RESPECT TO THE PRODUCT OR ANY DERIVATIVES THEREOF OR ANY SERVICES OR LICENSES AND DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION WARRANTIES OF MERC HANTABILITY, PERFORMANCE, NONINFRINGEMENT, AND FITNESS FOR A PARTICULAR PURPOSE. THE AMANDA COMPANY WILL NOT BE LIABLE FOR ANY BUG, ERROR, OMISSION, DEFECT, DEFICIENCY, OR NONCONFORMITY IN ANY SOFTWARE. THE SOFTWARE IS LICENSED “AS IS,” AND THE PURCHASER ASSUMES THE ENTIRE RISK AS TO ITS QUALITY AND PERFORMANCE.

IN NO EVENT AND NOTWITHST ANDING ANY DOCUMENT , REPRESENTA T ION, OR OTHERWISE, SHALL THE AMANDA COMPANY BE LIABLE TO YOU FOR DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONTINGENT, OR CONSEQUENTIAL DAMAGES, INCLUDING DAMAGES FROM LOSS OR CORRUPTION OF DATA, INTERRUPTED USE, LOST PROFITS, COST OF PROCURING SUBSTITUTE GOODS, TECHNOLOGY OR SERVICES, EVEN IF THE AMANDA COMP ANY OR AN AUTHORIZED AMANDA COMPANY DEALER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. YOU AGREE THAT THE AMANDA COMPANY’S LIABILITY ARISING OUT OF CONTRACT, NEGLIGENCE, STRICT LIABILITY, WARRANTY, OR OTHER LEGAL OR EQUIT ABLE T HEORY SHALL NOT EXCEED ANY AMOUNTS PAID BY YOU FOR THIS PRODUCT. Any written or oral information or advice given by Amanda Company dealers, distributors, agents, or employees will in no way increase the scope of this warranty, nor may you rely on such oral or written communication. Some states do not allow the exclusion or limitation of implied warranties or liability for incidental or consequential damages, so the above limitation or exclusion may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. This Agreement shall be govern ed by the laws of the State of California without regard to the conflicts of laws or provisions thereof.

Fraudulent Usage Advisory

Although the Amanda software is designed to resist fraudulent usage, including unauthorized access to a long distance network, no product, including the Amanda software, is able to prevent such unauthorized usage. The Amanda software is likewise unable to prevent such uses as may constitute an invasion of privacy or other tort. THE AMANDA COMP ANY MAKES NO EXPRESS OR IMPLIED W ARRANTY AGAINST UNLAWFUL OR UNAUTHORIZED USE OF YOUR AMANDA SYSTEM OR ITS CAPABILITIES AND HEREBY DISCLAIMS ALL LIABILITY ARISING FROM SUCH USE. YOU AGREE TO INDEMNIFY, DEFEND, AND HOLD THE AMANDA COMPANY HARMLESS FOR ANY UNAUTHORIZED OR FRAUDULENT USE OF YOUR LICENSED AMANDA SOFTWARE.

THE AMANDA COMP ANY 13765 ALTON PARKWAY, UNIT F IRVINE, CA 92618 TELEPHONE (949) 859–6279 FAX (949) 859–4380

Conventions

iii

This manual uses the following terminology and conventions:

Amanda

caller

user

fixed-space type

The name by which this manual refers to the Amanda@Work.Place system to make reading about the system easier. Because of the name Amanda, the system is also referred to as “she.”

Someone who calls into Amanda. A caller often obtains information, leaves a message for someone, and/or provides information. Because Amanda is referred to as “she,” callers and users are referred to as “he.”

Someone with an extension that Amanda transfers calls to and/or stores messages fo r. A us er can access Amanda to play, delete, and send messages as well as set personal options such as Do Not Disturb.

This guide displays informat ion t hat you must type and messages from Amanda in fixedspace type.

iv Administering Amanda@Work.Place

Limited Warranty on Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ii

Fraudulent Usage Advisory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii

Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii

Chapter 1:

Introducing Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

What Amanda Does. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

How Amanda Operates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

A Mailbox for Each User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

Mailboxes that Control Call Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

Mailboxes that Provide Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

The Power of Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Processing Calls and Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Processing a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Processing a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Customer Service and Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

End User Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

System Administration Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Installation Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Application Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

Chapter 2:

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Starting Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Using Command-line Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Shutting Amanda Down. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Changing the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 3:

Monitoring Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Using the Main Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Avoiding Security Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Resetting Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Tracing Port Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Resetting the Date and Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Copying Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

Chapter 4:

Recording the Greetings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Calling Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Recording the Company Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Sample Greetings for mailbox 990. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Sample Scheduling Records for Mailbox 990 . . . . . . . . . . . . . . . . . . . . . . . . . . 23

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More Holiday Samples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Recording Caller Instructions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Sample Instructions for Mailbox 991 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Sample Scheduling Records for Mailbox 991. . . . . . . . . . . . . . . . . . . . . . . . . . .29

Recording Employee Directory Instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

Chapter 5:

Setting Up Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Accessing the Users Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Managing Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Using a Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Using Templates with an Amanda/Norstar System . . . . . . . . . . . . . . . . . . . . . .36

Asking the User for Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Personal Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Creating a Personal Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Creating a Mailbox for Someone Without a Telephone . . . . . . . . . . . . . . .40

Creating Mailboxes Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

Informational Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Creating an Information Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Creating a Range of Mailboxes from an Existing Mailbox . . . . . . . . . . . . . . . .42

Modifying an Existing Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

Moving from One Mailbox to Another. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

Deleting an Existing Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Mailbox Field Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

Chapter 6:

Notifying Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49

Selecting a Port for Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Planning Your Notification Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50

Accessing the Notify Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50

Managing Notification Records and Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

Creating a Notification Record and a Notification Template. . . . . . . . . . . . . . .52

Creating a Notification Record from an Existing Template . . . . . . . . . . . . . . . .54

Modifying Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55

Testing a Notification Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

Disabling a Notification Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58

Changing Notification Telephone Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . .58

Changing the Notification Variable by Telephone . . . . . . . . . . . . . . . . . . .59

Examples of Notification Methods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59

Controlling a Message Light. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

Using %U and %V instead of %E . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

Using Voice Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

Calling a Pager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61

Relaying Information to a Pager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

Calling Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63

Emergency Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64

Chapter 7:

Automatic Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65

Managing Automatic Call-processing Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . .66

Creating Scheduling Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68

Modifying Scheduling Records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69

Testing a Scheduling Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

Disabling a Scheduling Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

Example: Changing User’s Greetings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

Chapter 8:

Generating Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73

Managing Reports and Report Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 4

Creating Reports and Report Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74

Creating Reports from Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

Printing Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78

Saving Reports as Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78

Chapter 9:

Using the Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79

Administering Amanda by Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79

Managing System Announcements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79

Changing the Busy Hold Music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80

Locking and Unlocking Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80

Resetting Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81

Listening to System Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81

Creating System-wide Mailing Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82

Resetting the Date and Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82

Setting Up the Administrator Mailbox from the Computer. . . . . . . . . . . . . . . . . . . .83

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Chapter 10:

Using Utilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

Backing Up and Restoring Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

Deleting Mailboxes and Mailing Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

Deleting Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

Deleting Personal Mailing Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86

Displaying Message Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86

Validating Notification Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87

Managing Text Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87

Searching Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87

Editing a Text File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88

Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88

JOVE Commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89

Displaying Text Files (20 Lines at a Time). . . . . . . . . . . . . . . . . . . . . . . . . . . . .90

Displaying the Last n Lines of Text Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

Performing Operations at Shutdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

Reviewing Installation History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92

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Appendix A:

Setup Sheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93

Company Greeting Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93

Caller Instructions Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94

Mailbox with Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

Mailbox with Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96

General Mailbox Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97

Mailbox Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99

Notification Records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100

Appendix B:

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .101

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109

Chapter 1: Introducing Amanda

What Amanda Does

Amanda@Work.Place is an automated attendant and voice processing system designed especially for ease of use and flexibility. As a PC-based product, Amanda takes advantage of the technical innovations in the personal computer market. In addition, Amanda’s standard hardware components can be repaired or replaced by any PC service company. The computer on which Amanda is installed must be used only for Amanda.

Depending on what lines from your PBX are connected to Amanda and when calls are sent to Amanda to be processed, Amanda can serve you or your customer in a variety of ways.

Configured as a primary attendant: Amanda answers all your incoming calls on the lines you designate and allows the callers to direct their calls to a specific person or department without being placed on indefinite hold. If a specific person is unavailable, Amanda can take a private message for that person without missing any details.

In this case, the telephone switching system sends all incoming calls to Amanda.

Configured as a secondary attendant: Amanda assists your regular operator when call volume is heavy, allowing callers to direct their own calls or hold for the operator. Some companies provide specific incoming lines for Amanda as a backdoor attendant for calls from vendors, family members, friends, and special clients who prefer to have Amanda process their calls.

In this case, the telephone switching system sends incoming calls to Amanda only when the regular operator’s extension is busy or not answered.

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 incomin g calls to Aman da wh ile 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.

In this case, the telephone switching system transfers any incoming call to Amanda if the extension being called is busy or not answering.

2 Administering Amanda@Work.Place

Configured as an information system: Amanda provides answers to your callers’ most frequently asked questions (so you can avoid costly interruptions and provide a higher level of customer service 24 hours a day). Information such as your address, available hours, directions to your offices, and so forth, might be better handled by Amanda. Amanda’s serial ports can access databases and other information stored in other computers, allowing Amanda to give callers information on account balances, train schedules, and so forth.

In this case, the telephone switching sys tem or even an op erator can send incoming calls to Amanda. Then automatically, or if selected, Amanda plays out the requested information.

How Amanda Operates

T o users and callers, Amanda is a voice on the telephone guiding them to people, services, and messages. However, Amanda’s entire design revolves around the mailboxes defined by you, the system administrator. This chapter explains what a mailbox is, how Amanda uses mailboxes to process calls, and how Amanda processes each mailbox based on the contents of fields associated with it.

A Mailbox for Each User

Each user of the Amanda system has a mailbox. The Amanda Company recommends using the same number as the extension number, but you don’t have to—unless you are using digital integration (such as SMDI). Amanda dials the extension number to reach a user who has a call. The mailbox identifies a record in Amanda’s database. The record contains fields that define how Amanda processes each user’s calls. The system administrator initially (and ultimately) controls the contents of these fields, but the user can change many of them. For example, the user can turn Do Not Disturb on and off during a hectic day.

The user changes the contents of th ese fields using a telephone and a series of menus. The administrator changes them from Amanda’s Users screen. The administrator can view all the fields associated with the mailbox at the same time and move easily fro m the fields for one mailbox to the fields for another.

In addition to these fields, each mailbox has on e or more recorded g reetings. For exam ple, when a user does not answer a call, the caller hears a greeting, such as “Hi. This is Ralph at extension 123. Please leave a message….”

A typical mailbox is configured to ring a telephone extension and record messages from callers. Users periodically check their mailboxes for m essages, or they can be notified that a message exists in a variety of ways. Typically, there is one user for each mailbox, even though several mailboxes might share a single telephon e extension.

Mailboxes that Control Call Processing

There are more mailboxes than there are users. This is because mailboxes also control the flow of a call. For example, the company greeting and all the menus are played as greetings for mailboxes. One mailbox directs the call to another mailbox for further processing.

Chapter 1: Introducing Amanda 3

By default, Amanda starts with mailbox 990, known as the Company Greeting mailbox. Amanda plays a very short greeting for that mailbox, which is something similar to “Thank you for calling The Amanda Company.”

The Done Chain field, one of the fields associated with mailbox 990, causes Amanda to route the call to mailbox 991, known as the C aller In stru ctions mailbo x—unless the caller enters the DTMF (touch tone) digits for another mailbox, such as Ralph’s 123. The greeting Amanda plays for mailbox 991 is a menu of choices (for example, “For sales, press 1. For customer support, press 2….”). If the caller presses a number from the menu, Amanda routes the call to the mailbox associated with that menu number.

The Caller Instructions mailbox (by default mailbox 991) is very important because the caller returns to it if all else fails. It is what keeps the caller from becoming lost in the system.

You don’t have to use mailboxes 990 and 991, but it is very important that you use two mailboxes. The first should always provide a very short general greeting. The second should be a very specific set of instructions or a menu that allows the caller to reroute himself. The caller can hear it under a v ariety of circumstances. The second mailbox must be the value stored in the first mailbox’s Done Chain field.

You can use these two mailboxes for all calls coming into Amanda, or you can use two different mailboxes per p ort. This allows you to have a separ ate general greet ing and set of instructions for each port.

Mailboxes that Provide Information

An informational mailbox (such as 990 or 991) does not accept messages from callers; instead, its greeting is played to callers to provide them with various pieces of information, such as the company’s hours of operation, location, and so forth. No real user or telephone extension corresponds to this kind of mailbox.

The Power of Mailboxes

Amanda makes a distinction between the mailbox and the user’s extension, although they are usually the same number. The mailbox is the number for a record in Amanda’s database. The extension is what Amanda must dial to transfer a call. By making this distinctio n, Amanda can provide powerful features through her Token Programmi ng Language.

All of Amanda’s mailboxes are stored in a single database, so no two users can have the same number. For example, you can have only one mailbox 0 (usually the company operator). To use 0 more that once, Amanda provides single-digit menus. When you define a single-digit menu, you provid e a mailbox to be p roce ss ed fo r each numb er on the menu (1–9 and 0). Amanda processes that mailbox when the user or caller selects the corresponding menu number. For example, if a caller is in mailbox 100 and mailbox 100 maps the menu number 0 to mailbox 222, then Amanda sends callers who press 0 to mailbox 222 rather than to the company operator designated as mailbox 0.

When a digit is not mapped as a menu number, Amanda treats the digit as a mailbox. For example, if 0 is not mapped, the caller who enters it reaches mailbox 0, which is usually the operator. Similarly, if a caller enters more than one digit, such as 123, the caller reaches mailbox 123 (if it exists).

4 Administering Amanda@Work.Place

Processing Calls and Mailboxes

To learn the basics of Amanda’s call processing capabilities, you must understand the following concepts.

• How Amanda processes a call by going from one mailbox to another

• How Amanda processes an individual mailbox based on the contents of its fields

Processing a Call

Amanda waits for incoming calls directed to her by your telephone switching system. When a call comes to an Amanda telephone port, Amanda goes from one mailbox to another as she processes that call. How does she know what mailboxes to use?

• As Amanda answers a call, she starts with the mailbox defined for use with the port that handles the call. This is usually mailbox 990, the Company Greeting mailbox. See “Recording the Company Greeting” on page 22 for more information about setting up this mailbox.

• She proceeds with the mailbox she finds in the Done Chain field for the current mailbox unless the caller enters an extension.

• Amanda translates the digits that the caller enters (whether an extension or a number from a menu) to a mailbox and continues processing at that mailbox.

• Depending on the fields associated with a particular mailbox, Amanda uses the contents of that mailbox’s Extension field, Done Chain field, Busy Chain f ield, or RNA (Ring No Answer) Chain field to determine what to do next.

• Tokens from Amanda’s Token Pro gramming Languag e are used in t he Extension field. The Done Chain, Busy Chain, and RNA fields contain only mailboxes. See “Programming Amanda” in Installi ng Amanda@Work.Place for more informa- tion about the Token Programming Language.

• Eventually, the caller talks to someone, leaves a message, and/or hangs up.

The following diagram helps to illustrate this concept.

Chapter 1: Introducing Amanda 5

Call Processing Diagram

OTE

: If a Done Chain field is not defined, Amanda uses the Done Chain field of the

Company Greeting mailbox as a default. While this default Done Chain can vary from port to port, it usuall y is the Done Chain field for mailbox 990 and is initially set to mailbox 991 (referred to as the Caller Instructions mailbox). Because of this feature, callers who make invalid choices return to the Caller Instruction mailbox and hear a menu of choices. This keeps them from getting lost in the system.

6 Administering Amanda@Work.Place

Processing a Mailbox

Every time Amanda processes a mailbox during a supervised transfer, she follows the path shown in the following diagram. The settings for the fields associated with the mailbox, such as the Do Not Disturb, determine what actions Amanda does or does not take.

While Amanda processes every mailbox the same way, the dotted rectangle around the left column of the diagram’s first page shows a typical call—starting with Amanda dialing a user’s extension and ending with the call being answered, busy, or not answered after a number of rings.

The right column of the first page (outsi de the dot te d rectan gl e), s hows the proces si n g for additional (in some cases, special) features. For example, it shows how Amanda:

• Routes the call if Do Not Disturb is on

• Identifies the caller, the called party, or both

• Allows the called party to screen calls

• Knows when to go to another mailbox or proces s tokens from the Token Programming Language

The second page of the diagram shows in detail what Amanda does when she supervises the transfer of a call and finds that the extension is answered, busy, or not answered. The third page shows when messages are recorded and where they are stored.

OTE

: At any time, the caller can enter a num ber fro m the menu or the number

for another mailbox. If the caller enters a single digit and there are menu fields, Amanda checks for values in those menu fields first. If the menu field for that digit is empty or if the caller enters more than one digit, Amanda assumes that the caller entered a mailbox.

Chapter 1: Introducing Amanda 7

Mailbox Processing Diagram

8 Administering Amanda@Work.Place

Mailbox Processing Diagram (continued)

Chapter 1: Introducing Amanda 9

Customer Service and Support

The Amanda Company provides customer service and support Monday through Friday from 8:00

Customer Support:

(800) 800–9822

For sales, contact The Amanda Company at the East Coast office.

Dealer Sales:

Telephone: (800) 410-2745

Distribution Sales:

Telephone: (800) 410-2745

International Sales:

Telephone: (203) 744-3600

International Support:

Telephone: (203) 744-0860

A.M

. to 8:00 P.M. Eastern Time, except holidays

Web Site:

http://www.taa.com

End User Support

End user support covers the actual usage of Amanda through the telephone, such as picking up messages, sending messages, changing greetings, and using distribution lists. Registered Amanda sites receive free end user sup port for the life of th eir systems. Be sure to send in your registration card!

System Administration Support

System administration support covers the configuration of Amanda; such as setting up mailboxes, programming notification, setting automatic schedule changes, and creating reports. Registered Amanda sites receive free system administration support for up to six months after the installation. Be sure to send in your registration card!

Installation Support

Installation support covers the initial connection of Amanda to a telephone switching system as well as problems that occur when the system changes or Amanda is upgraded.

The Amanda Company 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.

10 Administering Amanda@Work.Place

Application Support

Application support covers extended programs that can be configured using Amanda’s powerful Token Programming Language. The Amand a Company can write custom applications for you. All Amanda solution providers, who are in good standing, receive application support. Please contact your Amanda sales representative for more information.

Chapter 2: Getting Started

Starting Amanda

To start Amanda:

1. Turn the computer on. Amanda disp lays:

Do you want to run SCANDISK[Y,N]?

SCANDISK is a DOS program that checks that your disk and file structures are intact.

2. Press Y for Yes or N for No. If you do not make a selection within 30 seconds, SCANDISK starts automatically.

3. Next Amanda displ ays:

Do you want to run Amanda@Work.Place[Y,N]?

Press Y for Yes. If you do not make a selection within 30 seconds, Amanda starts automatically. This allows for unattended operation.

After Amanda loads and checks all the mailboxes, she displays the Main screen. The word Main appears in the upper right corner of the screen.

OTE

: At step 3, press N to access system files or perfo rm system tests with

aN Amanda Company representative. After performing those operations (or if you press N accidentally), restart Amanda by typing

amanda

at any DOS prompt.

During start up, if Amanda cannot load the PBX and TON files, which store dial codes, tone patterns, and integration patterns for your telephone switching sy stem, she displa ys a panic mess age and immediately shuts down.

Using Command-line Options

Amanda can be run with a variety of command-line options. The brackets [ ] indicate when n is optional. Do not use the brackets in the command-line option. The value n is italicized because you must replace it with a number if you use it.

Runs Amanda in what is ca lled “demons tration mode.” Amanda d oes not answer calls, but you can change mailbox settings, notification records, and so forth.

12 Administering Amanda@Work.Place

/T[n]

/S[n] /Pn

To change the command-line options, you can doing either of the following:

• Simply type the options after AMANDA as you start Amanda. (Your options are added to those already appearing on the RAMANDA line in the AMANDA.BAT file. If an option is used more than once, its last form is the one that goes into effect.)

• Alter the AMANDA.BAT file that runs Amanda. It is found in the root directory (C:) Use JOVE or another editor to change the line that starts with the name of Amanda’s executable, RAMANDA.

Causes Amanda to trace the activity on all ports, storing that information in C:\AMANDA\TRACE.OUT. Specifying n causes Amanda to write to disk after every n lines. (By default, Amanda writes to the trace file every 1024 characters.) New installations of

6.02 run with /T /S1300 and store the last three trace files as well as the current one. Amanda creates a new trace file every time she restarts. 1300 kilobytes is suitable for copying to 1.44 MB floppy disks.

Limits the size of the trace file to the last n kilobytes of information. Restricts trace information to port n. Use two digit s, su ch as 01 o r 12,

to indicate the port.

Shutting Amanda Down

To shut down Amand a:

1. Press Alt+S. The password dialog box appears.

2. Type in the password. (The default is AMandA with only the first two and the last letter capitalized.)

3. Press Enter.

4. Press Y (to confirm the shutdown).

5. Press Y again (to reconfirm).

6. After the DOS prompt C:\AMANDA> appears, wait 30 seconds before turning off the power.

Chapter 2: Getting Started 13

Changing the Password

You should change Amanda’s password on a regular basis.

To change Amanda’s password:

1. Shut down Amanda using the steps in “Shutting Amanda Down” above.

2. Change to the AMANDA directory—unless you are there already. At the DOS prompt, type:

CD C:\AMANDA

Then press Enter.

3. Now that the DOS prompt reads C:\AMANDA, type:

setup

Then press Enter. The Work.Place Configuration Utility menu appears.

4. Press 4 for System Configuration Options. (Or, select System Configuration Options and press Enter.) The System Configuration menu appears.

5. Press G for General Configur atio n. The General Configuration menu appears.

6. Pres s P fo r Pa ssword. The Password screen appears at the top.

7. Type a new password using up to eight characters; then press Enter. Remember that the password is case sensitive.

8. Press F10 to save the new pass word.

9. Press Y to exit the screen.

10. Press Esc repeatedly to exit the Setup utility.

14 Administering Amanda@Work.Place

Chapter 3: Monitoring Amanda

Using the Main Screen

Amanda’s main screen, Figure 1-1, displays when Amanda completes startup. Using the menu commands on this screen, you can add a nd delete mailboxes and chang e each user’ s options (Users command), or create, run, and print reports (Reports command). The main screen also displays Amanda system information.

The Main Screen

Users Reports Shutdown Filecopy Date/Time Main

The Amanda Company’s

Amanda@Work.Place

Call Processing System

Versio n 3.16/3.04

Port Mailbox Status Calls Last CPU Free: 97%

1/A IDLE 0 NEVER Calls: 0 2/A IDLE 0 NEVER Busy Count: 0 3/A IDLE 0 NEVER Notify 4/A IDLE 0 NEVER At NEVER

Menu Bar

Users: 25

Space: 21:42 80%

Time: 10/04/97 17:43:29

Started: 10/04/97 07:45:12

Shutdown: 03/11/97 01:30

Faxes: 1: Idle

The top line is called the menu bar. It lists the following menu commands:

Users Alt+U accesses the Users screen, where you create and modify

mailboxes.

Reports Alt+R accesses the Reports screen, where you create and modify

reports.

Shutdown Alt+S shuts down Amanda.

16 Administering Amanda@Work.Place

Filecopy Alt+F allows you to copy a file (for example to copy

C:\AMANDA\TRACE.OUT to a diskette).

Date/Time Alt+D allows you to change the system date and time.

General Information

Amanda displays gen eral system i nformation b elow the Mai n screen’s menu bar and along the right edge of the screen.

Version The current version of Amand a followed by the cur rent version of the

driver. (Version 2.11/304 means you are running Amanda@Work.Place Version 3.16 with voice driver version 3.04.)

CPU Free The percentage of CPU idle time. This fluctuates and is heavily depen-

dent on the kind of CPU as well as the activity of the voice ports, the

modem, and the serial ports. Users The total number of mailboxes currently defined. Space The amount of free disk space still available for message storage, in

both hours of recording time and percentage of total disk space.

Calls The total number of answered calls since the last start-up. Notify Displays the notification that Amanda is performing or the word

NEVER if there is no pending notification.

Time The current time (in the 24-hour format).

Started The time at which Amanda was last started. Shutdown The next time Amanda is scheduled to shut down automatically. Shut-

downs may be scheduled every day , once a week, or never as defined by Amanda’s system configuration options.

Faxes The fax status. Usually you see a number for each fax modem (1–4)

and the status Idle, Send, or Receive (depending on whether the fax is waiting, sending data, or receiving data). If this field is blank, the configuration options for your fax modem are not accurate.

Amanda shows the current activity of each port in columns at the left of the screen.

Port

Mailbox

The number of each port, followed by a letter indicating the mode that

port is in: A (answer) or N (notification) mode.

The current mailbox being accessed on that port, or the last mailbox ac-

cessed if the port is now IDLE.

Status

The current activity on that port. These include:

ANSWER The PCPM tone indicates that there was an answer

BUSY The PCPM tone indicates that t he ext ens ion i s bus y

CHAIN Processing a Done, Busy, or RNA chain

DIAL Dialing

Chapter 3: Monitoring Amanda 17

ERROR The PCPM tone indicates that there was an error EXECUTE Processing a mailbox FATAL Fatal error occurred and port is reset to IDLE. FIND Using the employee directory GREETING Playing the greeting HANGUP Processing a hang up HOLD Has the caller on hold IDLE Not processing a call LOGIN Processing a user who has logged on to hear mes-

sages MAIL Delivering messages. MENU:1–8 Menu command selected from top level menu MENU:TOP Menu level for the user NOTIFY Processing notification record. PCPM Receiving a PCPM tone RECORDING Recording a message or greeting RING Listening to a ring RNA The PCPM tone indicates that there was no answer SEND Sending a message

Calls Last

The total number of calls made or answered on that port The last time the port started activity or went off-hook

Avoiding Security Problems

To avoid security problems, always return to the Main screen after managing mailboxes and so forth. From other screens, non-authorized personnel can change and perhaps damage the system.

Resetting Ports

You can reset individual ports on the Amanda system without shutting down the system. Resetting a port forces a hangup and changes the port’s status to IDLE.

AUTION

:Anyone using the specified port being reset will be d isconnected wit h-

out warning.

18 Administering Amanda@Work.Place

To reset a port:

1. Press Ctrl+Home.

2. Press Alt+P.

3. Type the two-digit port number. Port 1 is 01, port 08 is 08, and so forth.

Tracing Port Activi ty

For new installations (and updated installation in which AMANDA.BAT is replaced), you create trace files every time you restart Amanda. The C:\AMANDA.BAT file creates the trace file, C:\AMANDA\TRACE.OUT. It also stores your last three trace files as TRACE1.OUT, TRACE2.OUT, and TRACE3.OUT, all in the C:\AMANDA directory.

This allows the installer or administrator to:

• Check on the results of configuration changes

• Have trace information available if he needs to call Amanda Company customer support for assistance

The trace files are restricted in size (/s1300) to 1300 kilobytes (1.3 MB). This keeps the files manageable, and allows the trace files to be copied to a standard 3.5-inch floppy dis k.

OTE

: Because of this size limitation, when the trace file reaches its maximu m

size, it deletes the initial entries. Therefore, the trace file stores only the last 1300 kilobytes of trace information. If the Amanda system is scheduled for a nightly automatic shutdown, you will have an automatic backup of the last three days’ trace files and insure that the trace files are written to disk. Otherwise, if the system is crashing, a trace file could be lost in the crash.

Resetting the Date and Time

You can reset the Amanda’s date and time.

To reset the date and time:

1. From the Main screen, press Alt+D. The password dialog box appears.

2. Type the password. (The default is AMandA with only the f irst t wo and the las t lett er capitalized.)

Chapter 3: Monitoring Amanda 19

3. The System Date/Time screen appears.

System Date/Time

Date: 01/11/1997 Time: 18:22:51

T ype a new date in t he Date field using the for mat displa yed on the screen. Then press Enter.

4. Type a new time in the Time field using the format displayed on the screen. Then press Enter.

Copying Files

You can copy files without shutting down Amanda. You can copy files from one location on the system to another or copy files to or from a floppy disk.

To copy a file:

1. From the Main screen, press Alt+F. The password dialog box appears.

2. Type the password. (The default is AMandA with only the first two and the last letter capitalized.)

The Copy a File screen appears.

Copy a file

Copy To: Copy From:

3. Type the complete path to the file to be created in the Copy From field then press Enter.

4. Type the complete path to the file to be copied in the Copy To field then press Enter.

20 Administering Amanda@Work.Place

Chapter 4: Recording the Greetings

Calling Amanda

To perform the procedures in this chapter you need to use a telephone.

To record the greetings that callers will hear when they call, you must first:

• Dial Amanda’s extension

• Log into the mailbox for which a greeting is to be recorded

The following examples use mailbox 990 (for recording the Company Greeting). You use mailbox 991 to record the Caller Instructions, and so forth.

You access Amanda differently depending on the integration used by your telephone switching system. Depending on the level of integration provided by your telephone switching system, Amanda automatically logs on to the mailbox for the extension you are using and asks for the security code.

When you are calling mailbox 990 or another mailbox for which there is no extension, use the following procedure. (This is also the procedure for accessing your personal mailbox when you are not at your extension.)

To call Amanda (with integration):

1. Dial Amanda’s call/hunt group pilot number. Amanda automatically logs on to the mailbox for the extension yo u are using. You are

prompted: “Enter your Security Code, finish by pressing #.”

2. Enter the security code for mailbox 990 and press #. (The default security code for mailbox 990 is 990.)

Because the security code is not correct for the mailbox into which Amanda automatically logged you, you are prompted: “That S ecuri ty C ode i s inv al id. Ent er yo ur mai lbox number.” Amanda waits for another mailbox.

3. Enter mailbox 990 and pre s s #. Amanda now accepts the security code.

To call Amanda (without integration):

1. Dial Amanda’s pilot number.

2. After Amanda answers, press *.

22 Administering Amanda@Work.Place

3. Enter mailbox 990 and pre s s #.

4. Enter the security code for mailbox 990 and press #. (The default security code is

990.)

Recording the Company Greeting

Unless you change the configuration, this is Greeting 1 for mailbox 990, known as the Company Greeting mailbox. The default secur ity code for this mail box is 990. You should change the security code to something else as soon as possible. You might record more than one initial greeting because you can have a greeting for all ports, greetings for groups of ports, or a greeting per port. See Installing Amanda@Work.Place for more information about having a greeting per port or contact your Amanda marketing partner or solution provider.

See “Appendix A: Setup Sheets” on page 93 for greeting worksheets.

To record the initial or company greeting:

1. Dial Amanda’ s extensi on and identify yoursel f as mailbox 990 or whatever mailbox is the equivalent of the Company Greeting mailbox.

You should hear Amanda play the top level menu.

2. Press 2 to change the greeting.

3. Press 1 to select Greeting 1.

4. Press 2 to record the greeting.

5. Press # as soon as you finish speaking.

6. After any recording, you can:

• Review the recording by pressing 1.

• Rerecord by pressing 2.

• Add to the end of the recording by pressing 3.

• Cancel the recording by pressing 4.

7. Save the recording by pressing 9.

8. To finish, hang up.

OTE

: By default, the Extension fiel d for mailbox 999 contains only an H token,

which causes Amanda to immediately disconnect the por t. Therefore, dialing 999#, especially on older telephone switching systems, makes the port available for the next user or incoming call more quickly than just a hang up.

Chapter 4: Recording the Greetings 23

Sample Greetings for mailbox 990

The following greetings show that Amanda can vary how she greets your callers depending on the time of day or the time of year.

Greeting 1: Daily Greeting

Thank you for calling Company Name.

Play it from 8

A.M

. to 5:30 P.M. Monday thr ough Friday.

Greeting 2: After-hours Greeting

Thank you for calling Company Name. Our office is now closed.

Play it from 5:30

A.M

. Monday.

P.M

. to 8 A.M. Monday through Friday an d from 8 A.M. Saturday through

Greeting 3: Holiday Greeting

Thank you for calling Company Name. You have reached us on a company holiday. Our staff wishes you a safe and happy holiday.

Play it from 8 from 8

A.M

. to 8 P.M. on the holiday. If the holiday is a three-day weekend, play it

A.M

. Saturday through 8 P.M. Monday.

Sample Scheduling Records for Mailbox 990

This section shows how to schedule the sample greetings using the Auto screen.

The following figures and explanations show how to schedule the greetings in “Sample Greetings for mailbox 990” on page 23. It shows the scheduling records for an Amanda system that was initialized May 23, 1997, just before a three-day weekend for American Memorial Day holiday.

To play greeting 1 on weekday mornings, greeting 2 on weeknights and weekends, and greeting 3 on holidays, you need three scheduling records. The first starts greeting 1 at

A.M

8:00

. on weekdays; the second starts greeting 2 at 5:30 P.M. on weekdays. Greeting 1 plays until greeting 2 starts; greeting 2 plays until greeting 1 starts again the following weekday morning. For example, because greeting 1 does not start until Monday morning, greeting 3 plays Friday evening and the entire weekend.

To create the scheduling records shown in this section (or your own), see “Creating Scheduling Records” on page 68.

The following figure of the Auto screen shows the settings for the first scheduling record. This record starts greeting 1.

24 Administering Amanda@Work.Place

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

Mailbox: 990 Comment: GREETING Security Code: Extension: Directory Name 1: Directory Name 2:

NEXT: 05/23/97 08:00; RNA -> 0 DND -> ON CS -> OFF GRT -> 1 <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED>

Enabled Change On: 05/23/199 7 At 08:00 Restrict To: MTWTFSS

YES And Every: 0 month(s) 1 day(s) YYYYYNN

0 hour(s) 0 minute(s) Next Change: 05/23/97 08:00

Extension: Rings: 0 Do Not Disturb ON Call Screening: OFF Greeting #: 1

The next figure of the Auto screen shows the settings for the third scheduling record. This record starts greeting 2.

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

Mailbox: 990 Comment: GREETING Security Code: Extension: Directory Name 1: Directory Name 2:

NEXT: 05/23/97 08:00; RNA -> 0 DND -> ON CS -> OFF GRT -> 1 NEXT: 05/23/97 17:30; RNA -> 0 DND -> ON CS -> OFF GRT -> 2 <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED>

Enabled Change On: 05/23/199 7 At 17:30 Restrict To: MTWTFSS

YES And Every: 0 month(s) 1 day(s) YYYYYNN

0 hour(s) 0 minute(s) Next Change: 05/23/97 17:30

Extension: Rings: 0 Do Not Disturb ON Call Screening: OFF Greeting #: 2

Chapter 4: Recording the Greetings 25

The next three figures of the Auto screen show the settings for the records needed to schedule greeting 3 to be played for the Memorial Day weekend, from Friday evening of May 23 until Tuesday morning of May 27. Each of the four records overrides a normally scheduled greeting. To prevent collisio ns, each record starts one minute later than the greeting it is overriding. You can, of course, disable the usual greetings, create only one record for greeting 3 for the holiday weekend, and re-enable the usual greetings on Tuesday morning. That is easier—but causes problems if you forget to re-enable the usual greetings sometime between 5:30 Monday evening and 8:00

A.M

. Tuesday morning.

The following figure of the Auto screen shows the settings for the scheduling record that overrides the Friday evening use of greeting 2 (the of fice is closed) on May 23. Notice that this and the other records for the holiday are enacted only once, rather than on a regular basis. Setting all the And Every fields (mo nths, days , hours, and minut es) to 0 insures th at Amanda performs the scheduled change only once. Because of that, it is not necessary to restrict this record to particular days of the week—although you can.

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

Mailbox: 990 Comment: GREETING Security Code: Extension: Directory Name 1: Directory Name 2:

NEXT: 05/23/97 08:00; RNA -> 0 DND -> ON CS -> OFF GRT -> 1 NEXT: 05/23/97 17:30; RNA -> 0 DND -> ON CS -> OFF GRT -> 2 NEXT: 05/23/97 17:31; RNA -> 0 DND -> ON CS -> OFF GRT -> 3 <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED>

Enabled Change On: 05/23/199 7 At 17:31 Restrict To: MTWTFSS

YES And Every: 0 month(s) 0 day(s) YYYYYYY

0 hour(s) 0 minute(s) Next Change: 05/23/97 17:31

Extension: Rings: 0 Do Not Disturb ON Call Screening: OFF Greeting #: 3

26 Administering Amanda@Work.Place

The next figure of the Auto screen shows the settings for the scheduling record that overrides the Monday morning use of greeting 1 on May 26.

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

Mailbox: 990 Comment: GREETING Security Code: Extension: Directory Name 1: Directory Name 2:

NEXT: 05/23/97 08:00; RNA -> 0 DND -> ON CS -> OFF GRT -> 1 NEXT: 05/23/97 17:30; RNA -> 0 DND -> ON CS -> OFF GRT -> 2 NEXT: 05/23/97 17:31; RNA -> 0 DND -> ON CS -> OFF GRT -> 3 NEXT: 05/26/97 08:01; RNA -> 0 DND -> ON CS -> OFF GRT -> 3 <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED>

Enabled Change On: 05/26/199 7 At 8:01 Restrict To: MTWTFSS

YES And Every: 0 month(s) 0 day(s) YYYYYYY

0 hour(s) 0 minute(s) Next Change: 05/26/97 08:01

Extension: Rings: 0 Do Not Disturb ON Call Screening: OFF Greeting #: 3

The next figure of the Auto screen shows the settings for the scheduling record that overrides the Monday evening use of greeting 2 on May 26.

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

Mailbox: 990 Comment: GREETING Security Code: Extension: Directory Name 1: Directory Name 2:

NEXT: 05/23/97 08:00; RNA -> 0 DND -> ON CS -> OFF GRT -> 1 NEXT: 05/23/97 17:30; RNA -> 0 DND -> ON CS -> OFF GRT -> 2 NEXT: 05/23/97 17:31; RNA -> 0 DND -> ON CS -> OFF GRT -> 3 NEXT: 05/26/97 08:01; RNA -> 0 DND -> ON CS -> OFF GRT -> 3 NEXT: 05/26/97 12:01; RNA -> 0 DND -> ON CS -> OFF GRT -> 3 NEXT: 05/26/97 17:31; RNA -> 0 DND -> ON CS -> OFF GRT -> 3 <DISABLED> <DISABLED> <DISABLED> <DISABLED>

Enabled Change On: 05/26/199 7 At 17:31 Restrict To: MTWTFSS

YES And Every: 0 month(s) 0 day(s) YYYYYYY

0 hour(s) 0 minute(s) Next Change: 05/26/97 17:31

Extension: Rings: 0 Do Not Disturb ON Call Screening: OFF Greeting #: 3

Chapter 4: Recording the Greetings 27

More Holiday Samples

The following example shows how to change a greeting for a holiday that occurs annually on the same date, such as New Year’s Day.

Auto Screen Field Auto Screen Setting

Enabled: YES

Change On: 01/01/96 At: 08:01

And Every: 12 month(s) 0 day(s)

0 hour(s) 0 minute(s)

Restrict To: M T W T F S S

Y Y Y Y Y Y Y

Extension: (blank)

Rings: 0

Do Not Disturb: ON

Call Screening: OFF

Greeting #: 1–3, the number of the

holiday greeting

The time for this record is one minute after the starting time for the record that initiates the usual morning or business-hours greeting. This guarantees that Amanda changes to the holiday greeting after the open greeting record, in case Amanda executes the two records on the same day. To program a holiday that falls on a specific day of the week such as the US Labor Day (first Monday of September), configure the And Every field as 11 months and 29 days and restrict execution to the appropriate day of the week.

Recording Caller Instructions

The caller instructions menu is heard after the company greeting. Typically, it provides options for reaching departments or listening to information.

Unless you change the configuration, mailbox 991 is the Caller Instructions mailbox. Its security code is 991, which should be changed as soon as possible.

You might record more than one set of caller instructions, depending on the number of initial greetings you have.

See “Appendix A: Setup Sheets” on page 93 for greeting worksheets.

To record the caller instructions:

1. Access Amanda as mailbox 991 or whatever mailbox is the equivalent of the Caller

Instructions mailbox.

28 Administering Amanda@Work.Place

2. Press 2 to change the greeting.

3. Press 1 to select Greeting 1.

4. Press 2 to record the greeting. For example: “To reach the person you are calling, enter that person’s extension. For information

about our company, products, and services, press 1. For customer support, press 2. For sales, press 3. For accounting, press 4. To access the employee directory, enter

411. To reach an Operator, press 0 or stay on the line.”

5. Press # as soon as you finish speaking.

6. After any recording, you can:

• Review the recording by pressing 1.

• Rerecord by pressing 2.

• Add to the end of the recording by pressing 3.

• Cancel the recording by pressing 4.

7. Save the recording by pressing 9.

8. To finish, hang up.

OTE

: The caller instructions are very important, because Amanda plays them

whenever she has no other specific instructions.

Sample Instructions for Mailbox 991

The following are samples of greetings for the Caller Instructions mailbox (usually 991).

Greeting 1: Instructions (during office hours)

For Sales, please press 1; for Service, press 2; for Administration, press 3; for Office Hours, press 4. If you know your party’s extension, you can enter it at any time or remain on the line for an operator.

Play it from 8

Greeting 2: After-hours Instructions

If you know your party’s extension, you can enter it at any time. Our hours are from 8 to 5:30 request information.

A.M

. to 5:30 P.M. Monday thr ough Friday.

P.M

. Press 411 for a company directory or remain on the line to leave a message or

A.M

Play it from 5:30

A.M

. Monday.

P.M

. to 8 A.M. Monday through Friday an d from 8 A.M. Saturday through

To create the scheduling records shown in this section (or your own), see “Creating Scheduling Records” on page 68.

Chapter 4: Recording the Greetings 29

Sample Scheduling Records for Mailbox 991

This section shows how to schedule the sample greetings using or the Auto screen.

The following figure of the Auto screen shows the settings for the first scheduling record. This record starts greeting 1.

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

Mailbox: 991 Comment: INSTRUCTIONS Security Code: Extension: Directory Name 1: Directory Name 2:

NEXT: 05/23/97 08:00; RNA -> 0 DND -> ON CS -> OFF GRT -> 1 <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED>

Enabled Change On: 05/23/199 7 At 08:00 Restrict To: MTWTFSS

YES And Every: 0 month(s) 1 day(s) YYYYYNN

0 hour(s) 0 minute(s) Next Change: 05/23/97 08:00

Extension: Rings: 0 Do Not Disturb ON Call Screening: OFF Greeting #: 1

30 Administering Amanda@Work.Place

The next figure of the Auto screen shows the settings for the second scheduling record. This record starts greeting 2.

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

Mailbox: 991 Comment: INSTRUCTIONS Security Code: Extension: Directory Name 1: Directory Name 2:

Enabled Change On: 05/23/199 7 At 17:30 Restrict To: MTWTFSS

YES And Every: 0 month(s) 1 day(s) YYYYYNN

0 hour(s) 0 minute(s) Next Change: 05/23/97 17:30

Extension: Rings: 0 Do Not Disturb ON Call Screening: OFF Greeting #: 2

Recording Employee Directory Instructions

Amanda is shipped with mailbox 411 predefined as the mailbox for the employee directory. When callers use this feature, they enter the first few letters of the name of the person they wish to contact.

Amanda automatically maintains the employee directory using the names defined in the Dir Name 1 and Dir Name 2 fields on the Users screen.

For example, “Mary” translates to 6279, while “Jo Ann” translates to 56266. When Amanda matches a Directory Name, she plays the Name and Extension recorded for that mailbox. Therefore, it is very important that users record their Name and Extension. For example, Eric Cantona might record “Eric Cantona, Extension 124.” If a user has not recorded a Name and Extension, Amanda plays the mailbox num ber instead (f or example, “Extension 1–2–4”).g

The initial 411 recording that comes with Amanda is:

“Enter the first three letters of the first or last name of the person you wish to reach.”

If there are several matches, Amanda p lays all of them. When a caller enters a name th at is not in the directory, Amanda says, “I’m sorry. I could not find a match for your ent ry.”

The letters “Q” and “Z” do not appear on the telephone keypad, so your instructions should include special directions to the caller for these two letters. Amanda translates “7” to “Q” and “9” to “Z”. Any spaces or punctuation in the name are ignored.

Chapter 4: Recording the Greetings 31

To record the directory instructions:

1. Access Amanda as mailbox 411 or whatever mailbox is the equivalent of the Employee Directory mailbox.

2. Press 2 to change the greeting.

3. Press 1 to select Greeting 1.

4. Press 2 to record the greeting. A typical 411 directory recording is: “Enter the first few letters of the first or last name of the person you are calling. For

the letter Q, use 7, and for the letter Z, use 9.”

5. Press # as soon as you finish speaking.

6. After any recording, you can:

• Review the recording by pressing 1.

• Rerecord by pressing 2.

• Add to the end of the recording by pressing 3.

• Cancel the recording by pressing 4.

7. Save the recording by pressing 9.

8. To finish, hang up.

32 Administering Amanda@Work.Place

Chapter 5: Setting Up Mailboxes

Accessing the Users Screen

While Amanda is running, you can create, modify, and delete mailboxes using the Users screen.

To access the Users screen:

1. From the Main screen (whi ch has Main in the upper right corner), press Alt+U. The password dialog box appears.

2. Type in the password. (The default password is AMandA, with the first two and the last letter capitalized.)

The Users screen appears. The word Users is in the upper right corner of the screen. The Mailbox field is empty , and the Basic Options area contains the default values for a new mailbox.

OTE

: The password is not displa yed as you type. If you enter it incorrectly,

you must start over by selecting Alt+U from the Main screen again.

3. In the Mailbox field, type the new mailbox or an existing mailbox. If you typed an existing mailbox, press Enter to display that mailbox’s current set-

tings.

While in the Users screen, you can change the value of any selected field.

34 Administering Amanda@Work.Place

The Users Screen

Save Auto Delete Notify Table Copy Esc/EXIT PgDn/NEXT PgUp/PREV Users

Mailbox: Comment:/Set Name: Security Code: Extension: Dir Name 1: Dir Name 2:

Basic Options Chains

Maximum Rings: 0 (default is 4) Done:

Do Not Disturb: OFF Lock: OFF RNA:

Screen Calls? OFF Lock: OFF Busy:

Store Messages? YES Max: 180 sec Delay: 0

Copy Messages To: Menus

Message Volume: 0 Guests: -1 1: 2: 3: Current Greeting: 0 Max: 45 sec4:5:6:

Busy Message? SYS Max: 45 sec7:8:9:

ID Call? NO D/T? YES Name/Ext? YES 0:

Created: NEVER Conn Secs: 0 Statistics Started: NEVER

Saved: NEVER User Secs: 0 Calls: 0 Last: NEVER

Messages Transfers: 0 Last: NEVER

Current: 0, 0 new ( 0 sec) Logins: 0 Last: NEVER

Maximum: 0 Total: 0 Notifies: 0 Last: NEVER

The Users screen has the following parts:

menu bar The rectangle at the top of the Users screen. The left side displays

menu commands that you can access by pres sing Alt plus the first letter of the selection. For example, p ressing Alt+S saves a new or modified mailbox. The right side lists keys on the keyboard and the actions they perform. For example, pressing Esc allows you to exit the Users screen and return to the Main screen.

User Information Just below the menu bar. The fields in this area provide the minimum

information Amanda requires for defining a mailbox. See “Mailbox Field Reference” on page 44, for more details.

Basic Options Just below the User Information and on the left side of the screen. The

fields in this area define the options for the mailbox. For example, to screen calls, the Screen Calls?

field must be set to ON. See “Mailbox Field Refer ence” o n pa ge 44, for more details.

Chains and Menus

Just below the User Information and on the right side of th e screen, opposite the Basic Options. The fields in this area control what happens to the caller if the user does not answer the telephone. See“Mailbox Field Reference” on page 44, for more details.

Chapter 5: Setting Up Mailboxes 35

Groups Amanda cannot go from one mailbox to another unless the two mail-

boxes belong to the same group. A mailbox can belong to as many as four groups. General ly, all mailboxes belong to Group 1 so that Amanda can go from the company greeting and caller instructions to the mailbox for the person being called.

Even integrated calls cannot violate mailbox group rules.

Statistics The bottom rectangle on the screen contains statistical information

collected by Amanda about the mailbox. This information can be used in generating reports. See “Mailbox Field Reference” on page 44, for more details.

Status bar The bottom line of the screen (not shown in the figure) contains a

one-line description of the selected field.

To change a field:

1. Select the field. The selected field is highlighted, and a description about it appear s in the status bar. When you first access the Users screen, the Mailbox field is selected. Do any of the following:

• To move from one area to the next, press Tab.

• To move from one field to the next, press Enter, Up Arrow, or Down Arrow.

• To return to the Mailbox field. press Home.

• For help (which appears near the bottom of the screen and provides more infor-

mation about the selected field), press F1. After reading the help, press Esc to return to the Users screen.

2. Do one of the following:

• Type the value you want. (You can also use the Backspace, Delete, Right Arrow,

and Left Arrow keys to edit a field.)

• To toggle the value in the field (from YES to NO, ON to OFF, and so on), press

the spacebar.

3. Press Enter.

At the end of this chapter is a summary of each of the mailbox fields.

: Any time you return to the Mailbox field, the entire screen is refreshed

as you make your next move. Use this to start over after a mistake. Otherwise, make sure you s ave your chan ges (using Alt+S) befo re returnin g to the Mailbox field.

You can make changes to a mailbox while Amanda is running. However, if a caller accesses that mailbox or if the user makes changes to the mailbox over the telephon e, the screen is ref reshed and you r changes are lost . Save often while working on mailboxes that might be accessed.

Managing Mailboxes

Setting up the mailbox template effectively at the beginning can save you the most administration time down-the-road. Always create a new mailbox from the existing mailbox that matches the new mailbox most closely, even if that is not the mailbox

36 Administering Amanda@Work.Place

template. Asking users about their personal preferences can be very effective. A sample questionnaire is included in this section for that purpose.

To avoid security problems, always return to the Main screen after managing mailboxes and so forth. From other screens, non-authorized personnel can change and perhaps damage the system.

Using a Template

When you create a mailbox, it is created as a copy of the mailbox template (usually mailbox 997). Amanda copies:

• The fields in the existing mailbox’s Basic Options, Chains, Menus, and Groups sections.

• The contents of the Extension field if it begins with ‘@’.

• All notification and scheduling records.

The security code is a special case. Even when you copy a mailbox from a mailbox other than the mailbox template, the security code for the new mailbox is dependent upon the template’s security code:

• If the template’s security code is blank, the new mailbox has its own mailbox number as a security code.

The Security Code field can appear to be blank—even when it contains a value. If the configuration option sec_code_display is false (which it is by default), the security code is never displayed. To be sure it is blank, fill the field with spaces.

• If the template’s security code is not blank, the new mailbox has the same security code as the template. By default, the security code for mailbox 997 is 997.

Be sure that the template covers as many circumstances as possible before you create mailboxes from it. For example, if most extensions have message lights, the commands for turning message lights on and off should be among the template’s notification records. If all user’s will have Do Not Disturb turned on after hours, make sure the template has the scheduling records that turn Do Not Disturb on at 5 p.m. and turn it off at 8 a.m. This saves you from re-entering this information for one mailbox after another.

Also make sure that the template specifies group 1, the default group number for the Company Greeting mailbox (usually mailbox 990). Otherwise the new mailboxes cannot be reached from that mailbox, and outside callers can never reach the users with those mailboxes.

Using Templates with an Amanda/Norstar System

For Amanda systems that are connected to Norstar KSUs, the default template mailbox (997) has predefined notification records. These notification records turn the Message Waiting Indicator (MWI) on and off whether the message was retrieved from:

• The user's station directly

• Another station set or an external telephone

• A Messenger client on the network

Use the default mailbox template to create mailboxes that call extensions. For other mailboxes (such as those that have menus or are used in token programming), copy a different mailbox with no notification records or delete the notification records from the new mailboxes.

Chapter 5: Setting Up Mailboxes 37

Asking the User for Preferences

Use the following User Questionnaire to determine what settings to give a new user. Based on the company decisions about calls, you might dele te so me questi on s from the questionnaire. See the company questionnaire in Ins tal l ing Am and a@Work.Place.

User Questionnaire

Circle

Question

Response

Administrative Action to Mailbox Fields

1) How many times do you want the telephone to ring before Amanda ta kes a message?

2) Should Do Not Disturb (DND) be permanently ON, permanently OFF, or under your control?

(When ON, your tele phone never rings, but callers can leave messages. When OFF, the telephone always rings. Wh en you control DND, you call Amanda to turn it ON and OFF.)

3) When Amanda screens calls, she tells you who is calling and lets y ou decide to accept or reject each call.

Do you want call screening to be permanently ON, permanently OFF, or under your control?

4a) Do you want Amanda to let you know who the call is for?

(This is primarily for people who answer calls for more than one person.)

1 2 3 4 5 6 7 8 9

ON Set Do Not Disturb to ON.

OFF Set Do Not Disturb to OFF.

under my control

ON Set Screen Calls to ON.

OFF Set Screen Calls to OFF.

under my control

YES Set ID Call? to YES. NO Set ID Call? to NO.

Set Maximum Rings to the circled number.

Set Do Not Disturb’s Lock to ON.

Set Do Not Disturb’s Lock to ON. Set Do Not Disturb to OFF.

Set Do Not Disturb’s Lock to OFF.

Set Screen Calls’s Lock to ON.

Set Screen Calls’s Lock to ON. Set Screen Calls to OFF.

Set Screen Calls’s Lock to OFF.

4b) If YES to 4a, do you want Aman da to let you accept or reject the call based on who it is for?

(This is primarily for people who share telephones.)

5) Do you want Amanda to tel l you the date and time a message was recorded before playing the message?

OTE

: Regardless of this setting, the

user can always get a message’s date/time by pressi ng 74 during the message.

YES Set Screen Calls to ON and ID Call? to YES.

Amanda can tell the user either of the following:

• Both who is calling and who the call is for.

• Only who the call is for. This depends on the value of the

modified_call_screening configuration option. You set this option using the Setup utility.

NO Use the settings already specified for Screen Calls and

ID Call? in questions 3 and 4a. YES Set D/T to YES. NO Set D/T to NO.

38 Administering Amanda@Work.Place

Personal Mailboxes

A user usually has only one extension and, therefo re, o nly o ne mailbox. Th at mailb ox is a personal mailbox.

A personal mailbox stores:

• Messages that are left by callers or other users—until the user deletes those messages or until you, as the system administrator, delete the mailbox.

• The greetings that are played when the user does not answer his telephone.

• Scheduling information for greetings—if the user decides to schedule them.

• Notification records for the user—if the user requests to be called at his extension, an outside number, or a pager when he has messages.

• The current status of user options. For example, the mailbox r e member s whether Do Not Disturb is on or off.

When creating personal mailboxes, make sure you give the mailbox the same number as the user’s extension. For example, if the user’s extension is 147, then that user’s mailbox must also be 147.

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

When the owner of a mailbox calls Amanda and asks for extensi on 14 7, Amanda ask s for a security code. After accepting the security code, Amanda allows the user to listen to messages, change greetings, turn Do Not Disturb on and off, and so forth.

Creating a Personal Mailbox

As you fill in the fields for a mailbox, you determine how calls to that mailbox will be processed, the capabilities a given mailbox has, and what fields the user can change.

To create a mailbox:

1. From the Users screen, type the new number for the mailbox in the Mailbox field, then press Enter.

Amanda copies the information for the new mailbox from the mailbox template. See “Using a Template” on page 36, for details.

2. Do one of the following:

• If your Amanda system uses Rhetorex vo ice boar ds, type a co mmen t in the Com-

ment text box. (Use up to 17 characters.) For example, for an information mailbox, you might refer to the menu or data the

mailbox provides.

• If your Amanda system is connected to a Norstar KSU, the Comment field is

replaced with the Set Name field. You can type the set name (up to 7 characters) or use Autocreate to fill all the Set Name field automatically. See “Creating Mailboxes Automatically” on page 40 for details.

3. Type a security code or bypass this field by pressing Enter only.

Chapter 5: Setting Up Mailboxes 39

4. Type a value in the Extension field, then press Enter. The Extension field is perhaps the most important field on the screen. It

is programmable and determines what extension she dials and so forth. For example, for mailbox 122, if you use:

122H

Amanda dials extension 122 and hangs up. This is a blind transfer. 122 is usually a supervised transfer (depending on the value of the

dl_suffix option in the .PBX file). See Installing Amanda@Work.Place for more details about .PBX files.

5. Type the user’s first name in the Dir Name 1 field, then press Enter. Amanda automatically adds the contents of two fields (Dir Name 1 and

Dir Name 2) to the employee directory. When callers enter 411 (or whatever mailbox has been configured as the employee directory), they are normally instructed to enter the first few letters of the first or last name of the person they wish to reach.

6. Type the user’s last name in the Dir Name 2 field, then press Enter.

7. Set the other fields as appropriate. Press F1 for help or use the user questionnaire in the next section.

8. When you are done, press Alt+S to save the mailbox. The Created field (in the Statistics area) changes from NEVER to the

current date and time.

IPS

: If you set the Lock field to ON, the user cannot change the

value of the associated field from a telephone. In fact, by locking an option, the user does not even hear the menu option that accesses that feature.

To prevent the recording of a personal g reeting, set the Current Greeting’s Max field to 0 seconds. To prevent the recording of a personal busy message, set the Busy Message’s Max field to 0.

To prevent Amanda from taking a message, set Store Messages to NO and select None for the Copy Messages To box. Otherwise, she records a message and stores it for the current mailbox and/or the mailbox specified by Copy Messages To.

40 Administering Amanda@Work.Place

To keep a mailbox out of the employee directory, leave Dir Name1 and Dir Name 2 blank.

Remember that a user can go by a nickname. The Dir Name 1 field might contain the nickname. For example, when searching for someone named Thomas, are people going t o ente r T-o- m for Tom or T-h-o for Thomas?

To add a menu, create a greeting that explains the menu, and direct the user to different mailbox es based on the select ion from the menu. For details, see “Menus 1: 2: 3: 4: 5: 6: 7: 8: 9: 0:” on page 48.

Creating a Mailbox for Someone Without a Telephone

A user who is offsite or, for some other reason, has no on site teleph one can still have a mailbox. Create a personal ma ilbox for that user. Then log on to the mailb ox to tur n on Do Not Disturb.

Creating Mailboxes Automatically

If Amanda is connected to a Norstar KSU and you have requested the Autocreate feature (by setting the configuration option tmo_names to a number greater than 0), Amanda can:

• Automatically create a mailbox based on the mailbox template (usually mailbox

997) for each Norstar KSU telephone extension

• Place the unique name associated with that extension in the Set Name text box for the newly created mailbox

Amanda does not overwrite any existing mailboxes during this process. Therefore, Autocreate can use the Norstar KSU’s telephone extensions for either of the following:

• To create mailboxes for the initial users of the system

• To add mailboxes for new extensions—without affecting those created previously

• To update the name in the Set Name text box

Autocreate does not delete mailboxes under any circumstances. This is for your protection, but it means that you, as the system administrator, should delete mailboxes that are no longer in use and change the name (and perhaps other settings) associated with a mailbox when the corresponding extension gets a new owner.

To create mailboxes for extensions automatically:

1. From the Main screen, press Alt+A to run Autocreate. A message informs you, “Updating Set Names. Press Enter to continue or Esc to ter-

minate.”

2. Press Enter. The Enter Directory Numbers dialog box appears.

3. Amanda will create mailboxes for each Directory Number in the range you provide. Type the first number in the range of DNs in the Lowest Directory Number text box. Then press Enter.

4. Type the last number in the range of DNs in the Highest Directory Number text box. Then press Enter.

A messages informs you, “Dialing Sets. Screen will blank for xxx sec. Press Enter to continue.”

Chapter 5: Setting Up Mailboxes 41

5. Press Enter. A message informs you, “Updated Set Names. Press Enter to continue.”

OTE

: The Autocreate request can take a while because only one port

(which might not be available immediately) can perf orm the request. Amanda logs information about the new mailboxes in the trace file.

If you see the message, “Failed to update Set Names. Press Enter to continue,” Amanda was unsuccessful. Refer to trace.out for further information.

If you see the message, “One or more Set Names co uld not be updated. Press Enter to continue,” Amanda was partially successful. Some of the extensions dialed were identified successfully; others failed. Refer to trace.out for further information.

If you delete a mailbox and then run the Autocreate Process, the mailbox is re-created by the Autocreate Process if it corres ponds to an existing extension.

Informational Mailboxes

Informational mailboxes provide information via their greetings. For example, the company greeting is a greeting from mailbox 990. Informational mailboxes can:

• Provide information for callers such as your business hours or directions to your office.

• Direct the caller to one or more other mailboxes for further processing. For example, the greeting may list other informational mailboxes: “For directions,

press 22; ...” The greeting may suggest users’ mailboxes: “For more information, dial Mary at

extension 147 or Tom at extension 150.” The greeting may offer a single-digit menu, “Press 1 for ...; press 2 for ...; etc.”

If no selection is made from an informational mailbox, Amanda plays the greeting for the Caller Instructions mailbox (991). This is so the caller does not get lost in the system.

Creating an Information Mailbox

Some mailboxes give out information to callers or instruct callers about their options. Creating a mailbox to perform such a task is a matter of creating a mailbox with the right values in the right fields.

The proper settings are:

Extension: blank Dir Name 1: blank Dir Name 2: blank

Do Not Disturb: ON

Lock: ON

Store Messages? NO

Copy Messages To: blank

42 Administering Amanda@Work.Place

Delay:

Creates a 3 to 6 second pause allowing the caller to decide what option to

30-601 (when the Menu fields are used)

select from the menu. If there is no menu, the Delay should remain 0, the default.

The other Basic Options fields are not evaluated, so their values do not matter for an informational mailbox.

IPS

: You can lock the Current Greeting setting after recording your informa-

tion (by changing the Max field to 0), so that it cannot be changed accidentally.

In the Comment field, you might refer to the menu or data the mailbox provides.

If the informational mailbox provides information to the user after which only a hangup is appropriate, the Extension field might contain something like the following:

@P(G1)G(999) Amanda plays Greeting 1 for mailbox 122 and go es to mailbox 999’s Ex-

tension field for an immediate hangup. This last example using th e Token Programming Lan guage. For more de-

tails, see “Programming Amanda” in Installing Amanda@Work.Place for more information about the Token Programming Language.

Creating a Range of Mailboxes from an Existing Mailbox

Occasionally, you might want to create a range of mailboxes. For example, you might create the mailboxes for all the extension numbers at your site at one time . The mailbox to be copied can be the mailbox template (usually 997) or any other mailbox.

In general, you want to sel ect the mail box most simila r to the mai lboxes yo u create so y ou make the fewest changes to each new mailbox. Sometimes you use this procedure to create only one mailbox. For example, you might create a mailbox that requires only a name change.

To create a range of mailboxes based on another mailbox:

1. From the Users screen, type the mailbox to be copied in the Mailbox field, then press Enter.

2. Press Alt+C. The Range To Copy To dialog box appears.

3. Type the number for the first mailbox in the range, then press Enter.

4. Type the number for the last mailbox in the range, then press Enter. Amanda creates the specified mailboxes by copying the fields from the current mail-

box. See “Using a Template” on page 36 for a list of the fields that are copied.

: You can copy just one mailbox by using the same mailbox as the first and

last mailbox in the range.

Chapter 5: Setting Up Mailboxes 43

Modifying an Existing Mailbox

To view or modify a mailbox:

1. From the Users screen, type the mailbox in the Mailbox field, then press Enter. Amanda automatically loads that mailbox if it exists. (Otherwise, she assumes you are

creating a new mailbox.)

2. Change the de sired fields.

3. Press Alt+S to save your changes.

4. Press Y when asked if you want to overwrite this mailbox.

5. Press Esc to return to the Main screen.

: You can tell whether a particular mailbox has already been created by

looking at the Created field in the Statistics area at the bottom of the screen. Existing mailboxes have a date in this field. New mailboxes have the word NEVER.

Moving from One Mailbox to Another

You press Page Up to go to the previous mailbox and Page Down to go to the next. If you don’t know a mailbox number , but can figure it out from the Comment or Dir Name fi elds, use the following procedure to identify it.

To identify a mailbox and go to it:

1. From the Users screen, press Alt+T. The Table screen displays all the currently defined mailboxes in numerical order,

along with the contents of the Comment, Extension, Dir 1 Name, and Dir 2 Name fields. For each mailbox, the table also displays the total number of messages (and their total length in seconds).

2. Select a mailbox from the table us ing Page Do wn, Page Up, and the arr ow keys. Then press Enter.

Amanda displays the selected mailbox.

Deleting an Existing Mailbox

You can delete mailboxes from the mailbox screen or the table of mailboxes.

To delete a mailbox:

1. Type the mailbox in the Mailbox field, then press En ter.

2. Press Alt+D and confirm the deletion by pressing Y. Amanda automatically removes all messages and recordings related to the mailbox.

44 Administering Amanda@Work.Place

To delete mailboxes from the Mailbox Table:

1. From the Users screen, select Alt+T. Amanda displays a table of c urrently defi ned mailboxes.

2. Use the arrow keys to select the mailbox to be deleted.

3. Press Delete.

4. Amanda asks for verification. Press Y, D, or N:

• Y means YES, you are sure.

• D means don’t ask anymore. Once D is selected, Amanda does not ask for verifi-

cation again until you exit the table. This is helpful when you have many mailboxes to delete.

• N means don’t delete this mailbox after all. This deletion process can be performed while Amanda is answering calls.

AUTION

:The deletion of a mailbox is irreversible. Please be very careful when

selecting D (Don’t Ask Anymore).

Mailbox Field Reference

The following table defines the User fields in the order in which they appear on the screen.

Mailbox Fields

Field Description

Mailbox

Comment

Set Name

Security Code

Represents the number that Amanda uses to access the mailbox. It may range from 0 to 99,999 and must be unique.

Has no direct meaning to Am anda. It is provided fo r you as a notatio n field. Its m aximum length is 17 characters.

If you are connected to a Norstar KSU using the Amanda Company voice board, you see Set Name instead of Comment. The Set Name field can be automatically filled using the Autocreate command. Autocreate unconditi onally resets this field with the name supplied by the telephone switching system for all Directory Numbers (DNs) included in the Autocreate extension range. DN is a Nortel acronym for Directory Number. The Nors tar Set Name can also be entered manually into the Set Name field. For more information about Autocreate, see “Creating Mailboxes Automatically” on page 40.

If you enter a Set Name, use upper case beca use Set Names, by co nv ention, are u pper case.

The up-to-eight digit security code that permits access to a mailbox. For added security, the security code does not remain on the screen after you save the mailbox. The system administrator can change a security code but cannot see the current one—unless the configurati on option sec_code_di splay has been set to true. (It’s default is false.)

Chapter 5: Setting Up Mailboxes 45

Mailbox Fields (Continued)

Field Description

Extension

Dir Name 1

Dir Name 2

Maximum Rings

Do Not Disturb Lock

Contains the programmed dial actions Am anda s hou ld perfo rm w hen sh e tra nsf ers a call that has accessed the mailbox and Do Not Dist urb is OFF. Typically this fi eld contains the extension that Amanda should ring. Amanda also allows you to program other call actions by using her Token Programming Language. Other call actions include system paging for an urgent call , transferr ing to a rem ote number, an d modifying Amanda’s standard call processing. Use a maximum of 65 characters.

Amanda uses this information to automatically build the 411 directory. Normally you put the user’s first name in this field. Leave this field blank for mailboxes which are not to appear in the employee directory or start the entry with a character that does not appear on a telephone. For example, use $Eric. If you leave this blank, you may want to use the Comment field to identify the user who has this mailbox. Its maximum length is 16 characters.

Same as Dir Name 1. Amanda uses this second name field to allow for an additional name, e.g., a last name or nickname. Leave this f ield blank for mailboxes which a re not to appear in the employee directory or start the entry with a character that does not appear on a telephone. For example, use $Cantona. Its maximum length is 16 characters.

The number of rings Amanda allows when transferring a call to the extension before determining that there was a Ring No Answer. If it is 0, Amanda uses the system default (which is 4). This parameter only works when Amanda performs a supervised transfer.

If this field is OFF, Amanda evaluates the Extension field. If this field is ON, Amanda plays the current greeting for the mailbox. Wh en the L ock f ield is ON, Aman da does not permit the user to change this setting from a telephone. In fact, Amanda does not play the menu option abo ut changing the setting for the user . However, an scheduling record can change the value of Do No t Disturb—even when it is lock ed.

Screen Calls? Lock

Store Messages? Max

If this field is ON and Do Not Disturb is OFF, Amanda says to the caller, “At the tone, please say your name and company , and I’ll announce yo ur call.” The caller’s response is played to the user when he answers the telephone. The user can accept or reject the call based on who is calling. Lock is the same as above. An scheduling record can change the value of Screen Calls?—even when it is locked.

If a mailbox has both Screen Calls? ON a nd ID Call? set to YES, the pe rson who answers the call hears which mailbox the call is for and then hears the Call Screening menu. The caller is not asked for his name and company.

Setting modified_call_screening to false allows the user to hear information about both the caller and the called party before accepting or rejecting a call.

Never use call screening with unsupervised (blind) transfers. The caller is asked for information that cannot be announced.

When YES, Amanda records and saves a message for the mailbox after playing the greeting. Amanda stores a maximum of 128 messages per mailbox (space permitting).

The maximum number of seconds for each message is defined by Max. When Max is 0, the time per message is unlimited.

OTE

: Even when this field is NO, Amanda takes a message if the Copy Messages

To field is a valid mailbox. Even when both Store Messages? is YES and Copy Messages To has a valid mailbox, only one copy of the message exists. Both mailboxes reference it. Amanda deletes a message only when all the users who reference that message have deleted it or when it is purged based on its age.

46 Administering Amanda@Work.Place

Mailbox Fields (Continued)

Field Description

Copy Messages To:

Message Volume:

Guests

Current Greeting Max

If this field contains a vali d mail box, Amand a takes a mes sage an d stores a co py of it in that mailbox.

When Store Messages? is YES and Copy Messages To contains a valid mailbox, Amanda takes a message and stores it in two mailboxes, the current mailbox an d the mailbox specified in the Copy Messages To field. To prevent Amanda from taking a message after the mailbox’s greeting plays, you must set the Store Messages? field to NO and leave the Copy Messages To field blank.

: A one-per son operation with several telephon e extensions can use this field

to have all the messages sent to just one mailbox, which acts as a general mailbox. This makes it convenient to pick up messages. Amanda’s message prefix tells what mailbox was originally called.

The current volume at which messages are played back. The range for the volume settings is -8 to 8. The default volume is 0.

This field indicates the number of gu est mailboxes that a us er can create. When it is

-1, this mailbox cannot access the Guest mailbox features of Amanda. When it is greater than 0, the user can create that number of additional Guest IDs. As he creates or deletes a Guest mailbox, this number is automatically decreased or increased by

1.When the number is 0, the user has created all the Guest IDs that he is allowed. He must delete one before creating another.

This field indicates which of the user’s recorded greetings becomes the RNA (Ring No Answer) greeting. Amanda pl ays this greeting w hen any of the following is true:

• Do Not Disturb is ON.

• The user does not answer the telephone and there is no mailbox in the RNA chain.

• Call screening is ON and the caller rejects the call. If this field is 0, Amanda uses the system greeting (“Please leave a message for” followed by the Name/Extension recording for that mailbox).

Max defines the maximum number of seconds allowed for each greeting. A value of 0 acts as a lock. It prevents the user from recording or changing greetings. However, an scheduling record can change the value o f Current Greeting—even when it is locked.

If the mailbox is a message taker (that means either Store Messages? is YES or Copy Messages To has a valid mailbox), Amanda plays the system greeting when the specified greeting does not exist.

Busy Message? Max

Indicates whether Amanda should use the syst em busy message or the cu stom busy message when letting the caller know that the dialed extension is busy. The system busy message allows the caller to hold for the extension by pressing *, which, in turn, causes Amanda to play the Busy-Hol d music file (about 30 s econds of cus tom music) before trying the extension again. If the extension is still busy, Amanda changes her prompt, allowing the caller to continue holding, enter another extension, or leave a message.

Max defines the maximum length i n seconds fo r the cust om busy greeting recorded by the user. A value of 0 acts as a loc k. It preven ts the user f rom recording or changing his busy message.

OTE

: If the Extension field indicates an unsupervised transfer (for example,

127H), calls cannot be placed on hold.

Chapter 5: Setting Up Mailboxes 47

Mailbox Fields (Continued)

Field Description

ID Call?

D/T?

Name/Ext?

Chains: Done

When ID Call? is NO and Amanda performs a supervised transfer, sh e plays a co nnection tone that only the called party can hear before she connects the caller. When this field is YES, Amanda plays the Name/Extension recording of the mailbox that was called. This is particularly useful when two or more mailboxes ring the same telephone extension. (Messages are stored with the mailboxes, so each users’ messages are private.)

OTE

: If the Extension field indicates an unsupervised transfer (for example,

127H), ID Call? is not available.

Indicates whether Amanda plays the date and time of the message. When D/T? is YES, Amanda plays the date/time when that message was recorded followed by the message itself. When set to NO, the date/time is not given before playing the message.

OTE

: A user can always get the message date/time by pressing 74 during the mes-

sage regardless of this setting. The Name/Extension field controls whether users can record their name and exten-

sion. When set to NO, Amanda prevents the user from recording it. If set to YES, the user may record his name and extension. If there is no Name/Extension recording, Amanda defaults to saying the mailbox number.

OTE

: If one person records all the Name and Extension recordings for the system

(so they have the same voice and so forth), set this field to YES to permit the recording, then change it to NO after the recording has been made.

After Amanda finishes processing a mailbox, control is transferred to the mailbox specified in the Done Chain. If this field is blank, Amanda uses the Done Chain of the company greeting mailbox (generally 990). This chain normally points to mailbox 991, the caller instructions mailbox.

OTE

: If the Extension field indicates an unsupervised transfer (for example,

127H) it is best to leave chain fields blank.

Chains: RNA:

Chains: Busy:

Delay:

If a dialed extension returns Ring No Answer, Amanda’s stand ard Ring No Answer action (which is to play the mailbox’s greeting and possibly take a message) can be changed to continue processing at the mailbox specified in the RNA chain.

The mailbox specified by the RNA chain should not have an RNA chain. Most users prefer to leave a message than wait through the rings at more than two extensions.

OTE

: If the Extension field indicates an unsupervised transfer (for example,

127H) it is best to leave chain fields blank.

This field is similar to the RNA chain field. Amanda uses it when a dialed extension returns a Busy .

OTE

: If the Extension field indicates an unsupervised transfer (for example,

127H) it is best to leave chain fields blank.

Time in tenths of seconds to delay after playing the mailbox’s current greeting that Amanda waits before performing the next act ion (ei ther takin g a mess age or chaining to another mailbox). A value of 20 is 2 seconds. The caller can still enter DTMF digits during this time. For example, if the greeting offers a menu, allow the caller enough time to decide which item to select.

48 Administering Amanda@Work.Place

Mailbox Fields (Continued)

Field Description

Menus 1: 2: 3: 4: 5: 6: 7: 8: 9: 0:

Created Saved Messages Cur-

rent

Messages Maximum

Messages Total

Conn Secs User Secs Statistics Start-

ed:

Using these fields allows you to pr ovid e callers with a m e nu. If the menu f ield contains a mailbox, Amanda transfers control to that mailbox when the caller presses the digit corresponding to that field. If a menu field is empt y, Amanda interprets t he digit pressed by the caller as a mailbox. The menu is available only while Amanda plays the current mailbox’s greeting or during the delay you specify to follow the greeting. For example, s uppose t hat mailbox 10 0 has me nus 1: 1001 and 2: 10 02. If a caller presses 1 or 2 durin g the greeting, Amanda s ends the caller to mailbo x 1001 or 1002. But, if the caller presses 3, Amanda sends the caller to mailbox 3.

The date and time that the mailbox was created. The date and time that the mailbox was last saved. The total number of messages currently in th e mailbox. (The New field specifies the

number of unheard messages. The Sec field contains the total number of seconds needed to hear this mailbox’s messages.)

The maximum number of messages this mailbox has accumulated at one time.

The cumulative total of messages taken for this mailbox since its creation or the last reset of this mailbox’s statistics.

The total amount of seconds callers accessed this mailbox. The total amount of seconds the user was logged on to this mailbox. The date and time since creation or the last reset of this mailbox’s statistics.

Calls Transfers

Logins Notifies

The total number of times the mailbox was processed. Shows the total number of times Amanda successfully transferred a call to the Us-

er’s extension. Shows the total number of times the User logged on to this mailbox. Shows the total number of times Amanda successfully notified this mailbox.

Chapter 6: Notifying Users

Overview

Amanda uses notification records to notify users that they have messages . The records tell Amanda to:

• Turn message lights on and off

• Page users using their pager numbers

• Call users at their homes, off-site locations, or other extensions

• Use an office paging system to locate users

Amanda can also perform a relay page, allowing the caller to reach the user without leaving a message.

Selecting a Port for Notification

To select a port for notification, Amanda can use roving, dedicated, or restricted notification. You must use dedicated or restricted notification if your telephone switching system expects the same port to both turn the message light on and turn it off. In this case, only one por t should perfor m notification.

The kind of notification is usually set up for you by the person who installed the Amanda system. You can change the kind of notification using the Setup utility (selection 4).

With roving notification, Amanda tries to use the last port (for example, por t 4 on a fourport system) for notification. If the last port is busy, Amanda tries the seco nd-to-last port (for example, port 3), and so forth.

With dedicated notification, port 1 is used:

• Only for notification

BUT that port

• Cannot take incoming calls

Dedicated notification eliminates glare (the collisions between incoming calls and outgoing notifications), but you have one fewer port for calls. When two calls collide, Amanda fails to get a dial tone on th e por t and h angs up . F rom th e caller’s perspective, he hears DTMF tones and/or a hangup instead of the company greeting.

When a port is dedicated to notification, it is identified by an N on the Main screen. Otherwise the port is identified by an A (for Answer) because it can answer calls.

50 Administering Amanda@Work.Place

With restricted notification, one port is used:

• Only for notification

AND that port

• Can take incoming calls

With restricted notification, there can be some glare. However, all your ports can be used for calls. If you select restricted notification, you must indicate which port has the highest number.

OTE

: When using roving o r rest r icted n ot ifi catio n, t he po rt s s hou ld be in a lin-

ear hunt group (not a circular hu nt grou p). In a linear hunt group, port 1 always rings first , port 2 rings only if por t 1 is busy , and port 3 onl y rings if port 1 and port 2 are both busy. Then when Amanda’s last port rings, all the other ports must be busy.

Planning Your Notification Records

If users’ telephones have message lights, you need notification records that turn those lights on and off. You program a normal notification record to turn the light on and a pickup notification record to turn the light off.

Users with pagers can be notified usi ng normal or urgent notification records. However , if you want Amanda to ask callers for their telephone numbers and send those numbers to the pagers, you need to use relay page notification records.

A normal notification record works for both urgent and non-urgent messages—until you add an urgent notification record. Then only non-urgent messages activate normal notification records. That means that, if u rgent mess ages are to tur n on message lights, you must add an urgent n otification record that turn s on message lights. Th is record is identical to the normal notification record for message lights, but its type is urgent instead of normal.

As the system administrator, you should use the disk notification record (available only for mailbox 999). Amanda lets you know when disk space becomes less than a specified percentage. By default , that is 20%, but you can change the disk warn c onfigurat ion op tion that controls this percentage using the Setup utility (selection 4).

Accessing the Notify Screen

While Amanda is running, you can use the Notify screen to create and modify n otification records.

To access the Notify screen:

1. From the Users screen, type the number for the mailbox in the Mailbox field, then press Enter.

2. Press Alt+N. (If the mailbox has not yet been created and saved, Amanda does not allow you to

access the Notify screen for that mailbox. If this is a new mailbox, save it before pressing Alt+N.)

Chapter 6: Notifying Users 51

The first notification record in the Notification Records List is selected (whether enabled or disabled). The cursor is positioned at the Enabled field in the Selected Record’s Fields so that you can edit this record.

The Notify Screen

Save Templates Esc/EXIT PgDn/NEXT PgUp/PREV Notify

Mailbox: Comment: Security Code: Extension: Directory Name 1: Directory Name 2:

Enabled M T W T F S S From To Notify After Continue Every Max Times NO YYYYYYY 00:00 23:59 0 min 60 min 1

Title: Type: NORMAL Variable:

Method:

The Notify screen displays a menu b ar, user information, a list of notification records , and the selected record’s fields.

Menu bar The rectangle at the top of the screen. The left side displays menu

commands that you can access by pressing Alt plus the first letter of the selection. For example, pressing Alt+S saves a new or modified notification record. The right side lists keys on the keyboard and the actions they perform. For example, pressing Esc allows y ou to exit the Notify screen and return to the Users screen.

User Information Just below the menu bar. The fields in this area provide the minimum

information Amanda requires for defi ning a mailbox. The User Info is a copy of the user information on the Users screen.

Notification Records List

In the middle of the screen. It displays a one-line description of each enabled notification record containing its Title, days and times for n otification, the delay between receiving the message and performing the first notification, and the delay between the first and subsequent notifications. There are four records available for each mailbox. Each record defines how to notify the user of new messages. To access a specific notification record in the Notification Records List, press Page Up and Page Down.

52 Administering Amanda@Work.Place

Selected Record’s Fields

At the bottom of the screen. It displays the data for the notification record selected in the Notification Records List. Use this area to edit notification records. To move from one field to another, press Enter, Tab and Shift+Tab, or Up Arrow and Down Arrow.

Managing Notification Records and Templates

Notification records are created:

• When the mailbox is created (by copying th e notification records that already exist in the mailbox on which the new mailbox is based)

• At the same time you create a new template

• By starting with an existing template

Each user can have up to four notification records.

Many users use exactly the same notification records with the exception that their extensions, home telephone numbers, or pager numbers differ. Because of this, every notification record is based on a template. The templates make it easy to add notification for new users or additional types of notification for existing users.

Changing a notification template changes all the records that are based on that template— unless the change only enables or disables the record or changes the contents of the Variable field. These two fields are part of a notification record but not part of a notification template because they vary from user to user.

OTE

: When you create new mailboxes, all the fields in the notification

records—including the Enabled and Variable fields—are copied to the new mailbox from the mailbox on which it is based. When an enabled record’s Method field uses %V, the Variable field must include a number.

Managing notification records includes:

• Creating and modifying notificat i on templat es and records. The next few sections cover the creation and modification of templates and records.

• Making the notification records needed by most or all users part of the mailbox template (by default mailbox 997).

For example, if the records that turn message lights on and of f are in the template, you don’t have to create those records for each mailbox that requires them.

• Testing notification templ ates and records by making calls t o users and veri fying that the expected notification takes place.

Creating a Notification Record and a Notification Template

Your first notification record is created at the same time as your first notification template. Any time that you need a new template, you create it and a record simultaneously.

To create a new notification record (and a notification template):

1. From the Users screen, type the number for the mailbox in the Mailbox field, then press Enter.

2. Press Alt+N to access the Notify Screen.

Chapter 6: Notifying Users 53

(If the mailbox has not yet been created and saved, Amanda does not allow you to access the Notify screen for that mailbox. If this is a new mailbox, save it before pressing Alt+N.)

The first record in the Notification Records List is selected (whether enabled or disabled). The cursor is posi tioned at the E nabled field ( near the b ottom of the s creen) so that you can change this record.

3. To create a new record and a new template, you usually select a <Disabled> record. If the current notification record is not <Disabled>, press Page Down until one is selected.

4. After selecting the appropriate record from the list, fill in the fields at the bottom of the screen. To move from field to field, press Enter, Tab and Shift+Tab, or Up Arrow and Down Arrow.

a. At the Enabled field, press the spacebar to change NO to YES. b. The fields for the days of the week are MTWTFSS (which stan d for Monday,

Tuesday, Wednesday, Thursday, Friday, Satu rday, and Sunday ). B y d efault, each letter has a Y beneath it. This means that the notification record will be used everyday of the week. To stop it from being used on a particular day, move to the field for that day and press the spacebar to change the Y to N.

c. In the From field, type the starting time for this notification record in the 24-

hour format. d. In the To field, type the ending time for this notification record. e. In the Notify After field, type the number of minutes Amanda should wait be-

fore performing this notification record after the reason for notification (for

example, the arrival of a message) occurs.

For example, if the user usually checks his messages every hour, you can tell

Amanda to notify him about messages an hour after they arrive. Then the notifi-

cation occurs only if he fails to check for them himself. f. In the Continue Every field, type the number of minutes Amanda sh ould wait

between notification attempts.

For example, you might notify the user every 15 minutes after the first notifica-

tion until he finally gets the message. g. In the Max Times field, type the number of times Amanda should perform

this notification.

For example, you might stop notification after 10 attempts. A zero means unlim-

ited notification attempts, but The Amanda Company does not recommend using

zero as a setting for this field. h. In the Title field, type a brief description of what this notification does (for

example, Pager, Message Light On, or Home Number). It is best to use a

unique +description. i. In the Type field, press F2; then use Up Arrow and Down Arrow to select a

type of notification:

NORMAL Indicates that the user has new messages. Normal notification templates

turn on message lights, page users, call them at home, and so forth. (Normal notification records handle both urgent and non-urgent messages—unless you define an urgent notification record.)

RELAY Pages the user and rel ays a te lepho ne num ber t hat h as been i npu t by t he

caller.

54 Administering Amanda@Work.Place

If a caller presses the # sign while listening to the mailbox’s greeting,

Amanda asks for a telephone number and saves it in the %R token. To

relay the number, the %R or P(R) token must appear in the Method field

of the notification record.

PICKUP Indicates that the user has picked up (listened to) all the new messages.

It usually turns off a message l i ght.

DISK Indicates that Amanda is low on disk space. This type of notification

template is available only for mailbox 999, the administrator mailbox. If

you select Disk Low as the notification type from any other mailbox,

Amanda displays an error message.

URGENT Indicates that the user has a new and urgent message. Urgent notifica-

tion templates usually page users or call them at their current location.

Once you create an urgent notification record for a mailbox, Amanda

executes normal notification records only f or non-ur gent messages. That

means you need an urgent notification record to turn on the message

light for that mailbox.

Press Enter to return to the Notify screen.

j. In the Method field, ty pe the t okens that perform the approp riate no tificatio n

action. See “Examples of Notification Methods” on page 59 and “Programming

Amanda” in Installing Amanda@W or k.Place for more in for mation abou t the Token Programming Language.

k. Use the Variable field only if the Method field contains the token %V. If so,

type the telephone number that Amanda will substitute for %V when she executes this notification record. Press Enter.

5. To save the new notification record: a. Press Alt+S.

Because this is a new record that is not defined by a template, you are prompted:

Add new Template? [NY]

b. Press Y to create a new template or N to cancel.

6. Press Esc to return to the Users screen.

Creating a Notification Record from an Existing Template

Creating a record from an existing template means that most of the work is done for you. You supply only the Variable field (if %V is used in the Method field) and enable the record. Otherwise, you are really creating both a new template and a new record simultaneously. See “Creating a Notification Record and a Notification Template” on page 52.

OTE

: If an enabled record’s Method field cont ains %V, the Variable field must

contain a number.

To create a notification record from an existing template:

1. From the Users screen, type the number for the mailbox in the Mailbox field, then press Enter.

2. Press Alt+N.

Chapter 6: Notifying Users 55

3. Press Page Down until a <Disabled> record is selected from the Notification Records List.

4. Press Alt+T. A list of templates appears.

5. Press Up Arrow and Down Arrow until you find the template you want to use, then press Enter.

The information from the template is copied to the Notify screen. The contents of the Enabled and Variable fields is not part of the template and not copied to the screen.

6. Press the spacebar to change the Enabled field from NO to YES.

7. If %V appears in the Method field, type a value for the Variable field (usually a telephone or pager number).

8. Press Alt+S to save this notification record as part of the current mailbox.

If you changed only the Enabled and Variable fields, Amanda does not create or update a template.

You are prompted:

OVERWRITE Notification record? [NY]

Press Y to change the current notification record or press N to cancel.

Modifying Templates

Modifying a notification template changes every record based on that template. T o modify a template, you must select a record that is based on that template.

To mod ify an exis ting notification template:

1. From the Users screen, type the number for the mailbox in the Mailbox field, then press Enter.

2. Press Alt+N.

56 Administering Amanda@Work.Place

(If the mailbox has not yet been created and saved, Amanda does not allow you to access the Notify screen for that mailbox. If this is a new mailbox, save it before pressing Alt+N.)

The first notification record in the Notification Records List is selected (whether enabled or disabled). The cursor is positioned at the Enabled field so th at you can edit this record.

3. Press Page Down until you select the record (based on the template to be changed) from the Notification Records List.

(The template’s title is the first piece of information about the record in the Notification Records list box—unless the record is disabled. As you select the record, the template’s title appears in the Title field at the bottom of the screen as well.)

4. Change the appropriate fields at the bottom of the scree n. To move from field to field, press Enter, Tab and Shift+Tab, or Up Arrow and Down Arrow.

The Enabled field and the Variable field are record fields only. Change them if you need to. For example, if you add a %V to the Method field, this record must have a value (such as a pager number) in the Variable field. You can save changes to this record and to its template at the same time.

See the Notification Record Fields on page 57 table for details.

5. To save your changes to the notification record, press Alt+S. If you changed only the Enabled and Variable fields, Amanda does not create or

update a template. You are prompted:

OVERWRITE Notification record? [NY]

Press Y to change the current notification record or press N to cancel.

If you changed a template field, you are prompted:

Cancel, Replace Template or Add New Template? [CRA]

Do one of the following:

• Press C to cancel this record.

• Press R to replace the existing template. This changes the existing template and

all the notification records (regardless of the mailbox) that use the template.

• Press A to create a new template. This makes a new template available for use

with other mailboxes. So far only the current mailbox has a notification record that uses it.

AUTION

:Pressing R changes all the notification records that use that tem-

plate (regardless of their mailboxes).

Chapter 6: Notifying Users 57

Notification Record Fields

Field Description

Enabled Determines whether a specific notification record is active. To toggle between YES and NO,

press the spacebar.

MTWTFSS Stands for Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, and Sunday. Amanda

performs notification on the specified days of the week. To toggle between Y and N, press the spacebar.

From and To Defines the starting and ending times for notification of each day specified using a 24-hour

format (00:00 to 23:59). For example, 5:30 p.m. is 17:30. (The From field must always be less than the To field.)

Notify After Defines the number of minutes Amanda waits before performing notification after the reason

for notification (for example, the arrival of a message) occurs. Range is 0 to 9999.

Continue Every

Max Times The number of times Amanda should perform this notification successfully. The range is 0

Title A comment field that should remind you what each notification template d oes (for exam ple,

Type Defines what condition activates this notification. There are five types. Press F2 to see the

Variable The telephone number that Amanda substitutes for %V when she executes this notification

Method See “Examples of Notification Methods” on page 59 and “Programming Amanda” in Install-

Specifies how many minutes Amanda waits between attempts—if she makes more than one attempt.

to 255. The default is 1. If the value is 0, Amanda continues until the user has played every new message.

Note: Successful is defined by Amanda completely performing each action given in the

Method field (defined below).

Message Light On and Message Light Off).

list of types, use Up Arrow and Down Arrow to select a type, then press Enter to return to the Notify screen.

record. If the Method field does not contain the token %V, this field is ignored.

AUTION

ing Amanda@Work.Place for more information about the Token Programming Language.

: If the Method field contains the token %V and this telephone number

or extension is invalid, the system might lock up. Additionally, make sure your telephone lines are toll restricted.

Testing a Notification Record

When testing a notification record, do not adjust the Date/Time option available from the Main screen.

58 Administering Amanda@Work.Place

Disabling a Notification Record

You can disable a notification record temporarily or permanently. For example, if a user takes a leave of absence or a vacation, you can disable all his notification records. Amanda keeps the original information so you can reactivate the record later.

To disable a notification record:

1. From the Users screen, type the number for the mailbox in the Mailbox field, then press Enter.

2. Press Alt+N. The Notify screen appears. The first notification record in the Notification Records

List is selected.

3. Press Page Down until the record to be disabled is selected. The cursor is positioned at the Enabled field at the bottom of the screen.

4. Press spacebar to change the Enabled field from YES to NO.

5. To save your change, press Alt+S. You are prompted:

OVERWRITE Notification record? [NY]

Press Y to change the current notification record or press N to cancel.

Changing Notification Telephone Numbers

If a user changes his pager number or another telephone number used in a notification record, you need to change the contents of the Variable field for that record. This number replaces the %V token in the record’s Method field.

You can change the number for the user, or he can change the number himself by calling Amanda over the telephone.

To change a notification record’s Variable field:

1. From the Users screen, type the number for the mailbox in the Mailbox field, then press Enter.

2. Press Alt+N. The first notification record in the Notification Records List is selected.

3. Press Page Down until the record to be disabled is selected. The cursor is positioned at the Enabled field at the bottom of the screen.

4. Press Tab until the Variable field is selected.

5. Type the new number.

Chapter 6: Notifying Users 59

6. To save your change, press Alt+S. You are prompted:

OVERWRITE Notification record? [NY]

Press Y to change the current notification record or press N to cancel.

Changing the Notification Variable by Telephone

Users can change their notification variables (which are usually pager numbers) over the telephone using the following procedure.

To change the contents of the Variable field:

1. Dial Amanda’s extension and identify yourself.

2. Press to change Options.

3. Press to change the notification variable. (This is a silent option.)

4. Amanda says, “Enter the number of the notification record to change.”

5. Press – for notification records 1 through 4.

6. Amanda says, “Enter your phone number. Finish by pressing .”

7. Enter the new Variable (usually a pager number), followed by a .

8. Amanda says, “Changed” and returns to the Options Menu.

To exit without changing a notification record, press at steps 4 or 6.

OTE

: To be changed, the notification record must be active and

currently contain a value in its Variable field.

Examples of Notification Methods

This section includes examples of notification records. Use them as references, but don’t copy them unless they work correctly with your system. For example, the commands f or turnin g the messag e light on and o f f are probably different on your telephone switching system.

60 Administering Amanda@Work.Place

Controlling a Message Light

Some telephone switching systems support message lights that are controlled by a special sequence of keys. Suppose that the sequ ence #63, follow ed by the extens ion number t urns on the extension’s message light. Then the notification record contains:

Type: NORMAL Method: #63%E

Amanda automatically replaces %E with the contents of the Extension field for this mailbox. This works if and o nly if t he Ex tension field contains only an extension number, for example, 127.

If #91 followed by the extension number, turns off the extension’s message light, you create a second notification record containing:

Type: PICKUP Method: #91%E

Using %U and %V instead of %E

When the Extension field contains more than the exte nsion numb er , for example, 127 H or a set of tokens starting with @, you cannot use %E in notification records to turn the message light on and off.

If the mailbox is the same number as the extension, you can substitute %U.

If neither %E nor %U can be used, you can substitute %V and put the extension number, such as 127, in the Variable field for the notification record.

Using Voice Notification

Voice notification is commonly used instead of message waiting lights. The following is an example of a notification record that calls the user’s extension to inform him about his messages:

Type: NORMAL Method: %EW(5,V)P(U)P(M)P(N)

Token Description

%E Number to be dialed to reach the user’s extension. (See “Using %U and

W(5,V) A five-ring wait for a voice response.

%V instead of %E” on page 60 if the contents of the Extension field contains more or something other than the extension number.)

P(U) Amanda plays the mailbox’s Name and Extension recording. P(M) Amanda says the total number of messages and the number of new mes-

sages.

P(N)

Amanda plays the Name/Extension recording for the current mailbox.

Chapter 6: Notifying Users 61

Calling a Pager

The following example shows the Method field with the tokens that call a pager to indicate the total number of messages and the number of new messages. You may need more pauses, longer pauses, different signals for the paging service, or a longer wait for the paging service to respond.

Type: NORMAL Method: 9,%V,W(2,P)-%U*%M*%N#

Token Description

9 Number to be dialed for an outside line. , A two-second pause. %V The contents of the Variable field in the notification record. In this case,

the Variable field contains the telephone number for the paging service.

W(2,P) A two-ring wait for the paging service to respond with a confirmation tone.

- A half-second pause. %U The current mailbox (to let the user wh o is being paged know the s ource of

the page).

* For this particular paging service, the asterisk tells the paging service to

place a hyphen on the screen for the pager. %M The total number of messages for this mailbox. * Another hyphen. %N The number of new messages for this mailbox. # Signal to the pager service that the information is complete.

Here is an alternative:

Type: NORMAL Method: 9W(4,T)%V,,W(3,P)-%U*%M*%N#-

Token Description

9 Number to be dialed for an outside line. W(4,T) A four-second wait for a dial tone. %V The contents of the Variable field in the notification record. In this case,

the Variable field contains the telephone number for the paging service. ,, A four-second pause. W(3,P) A three-ring wait for the paging service to respond with a confirmation

tone.

-%U*%M *%N#

- A half-second pause before hangi ng up.

The same as in the previous example.

62 Administering Amanda@Work.Place

Relaying Information to a Pager

While the mailbox’s greeting plays, the caller can press # to activate relay paging. The caller enters his telephone number . Aman da saves the number in %R, and sen ds it, instead of the number of messages, to the pager. A notification record can send the contents of %R to the user’s pager. This allows a caller to page a mailbox without having to dial, or even know, the user’s pager number.

Type: RELAY Method: 9W(4,T)%V,,W(2,P)-%U*%R#-

Token

9 Number to be dialed for an outside line. W(4,T) A four-second wait for a dial tone. %V The contents of the Variable field in the notification record. In this case,

the Variable field contains the telephone number for the paging service. ,, A four-second pause. W(3,P) A three-ring wait for the paging service to respond with a confirmation

tone.

Description

-%U The current mailbox (to let the user wh o is being paged know the s ource of

the page). * For this particular paging service, the asterisk tells the paging service to

place a hyphen on the screen for the pager. %R The telephone number (or other information) from the

caller. # Signal to the pager service that the information is complete.

- A half-second pause before hangi ng up.

You can add the total number of messages by adding *%M:

Type: RELAY Method: 9W(4,T)%V,,W(2,P)-%U*%R*%M#-

If the paging service can accept three asterisks, you could include the number of new messages by adding *%N:

Type: RELAY Method: 9W(4,T)%V,,W(2,P)-%U*%R*%M*%N#-

Chapter 6: Notifying Users 63

Calling Home

The following example shows the Method field with the tokens that call a user at home to indicate the total number of messages and the number of new messages. You may need more pauses, longer pauses, or a longer wait for a voice response.

Type: NORMAL Method: 9,%V,W(9,V)-P(U)P(M)

Token Description

9 Number to be dialed for an outside line. , A two-second pause. %V The contents of the Variable field in the notification record. In this case,

the Variable field contains the user’s home telephone number.

W(9,V) A nine-ring wait for a voice response.

- A half-second pause. P(U) Amanda plays the mailbox’s Name/Extension recording. P(M) Amanda says the total number of messages and the number of new mes-

sages.

- Another half-second pause.

T o allow for an answerin g machin e’s recording and a beep, you might consider one of the next two examples:

Type: NORMAL Method: 9,%V,W(100)P(U)P(M)

Token Description

9,%V, The same as in the previous example. W(100) A ten-second wait. (100 x 1/10 sec.) P(U)P(M) Amanda plays the mailbox’s Name/Extension recording followed by the

total number of messages and the number of new messages.

Type: NORMAL Method: 9,%V,W(9,V)-P(U)P3(M)

Token Description

9,%V, The same as in the previous example. W(9,V) A nine-ring wait for a voice response. P(U) Amanda plays the mailbox’s Name/Extension recording. P3(M) Amanda plays the total number of messages and the number of new mes-

sages three times.

64 Administering Amanda@Work.Place

To log the person who answers the telephone on to the mailb ox:

Type: NORMAL Method: 9,%V,W(9,V)P(U)P(M)%X210,*%U#

Token Description

9,%V, W(9,V) P(U) P(M)

%X System variable that contains the codes needed to get the transfer dial tone

210 The number to be dialed as Amanda’s extension. The 210 is just an exam-

* An asterisk to indicate that a user is logging on. %U# The current mailbox followed by the # expected by Amanda.

You could add the security code, and so forth, but that would allow any person who answered the telephone to listen to the messages. That would be a security risk.

OTE

: To log on the user as in this example, one voice mail port must call an-

other. The telephone switching system may require special programm ing to support this.

Emergency Lists

Amanda uses an emergency list to notify a group of peo ple about a new message. Amanda notifies the first person of the new message first, then after a time, notifies the second, and so forth until someone listens to the message. You define the initial time to wait before starting the notification, and the time interval between notifications.

The same as in a previous example.

on the current port. Each port has its own %X. This is the setting of the

dl_dtwait configuration option (usually F-).

ple.

In the following example, you create three notification records for one mailbox. Each record contains a different telephone number to call (on e for each of the three people who are to be notified.) The records are configured in this way:

Notify After Continue Every Max Times Record 1 Record 2 Record 3

This configuration causes Amanda to execute record 1 immediately and at five-minute intervals. After 15 minutes, if the message is not picked up, s he starts using record 2 every five minutes (in conjunction with record 1). After 30 minutes, Amand a executes recor d 3. All three records continue every 5 minutes until the message is picked up.

For Max Times, this ex ample uses 0 so that n otification only stops when someone receives the message. Under normal circumstances, The Amanda Company does not recommend using 0.

0 5 0 15 5 0 30 5 0

Chapter 7: Automatic Scheduling

Overview

Scheduling records automatically change how Amanda processes calls. You can change:

• The contents of the mailbox’s Extension field (the programmable field that specifies what extension to dial and so forth)

• The number of rings before a call is considered unanswered

• The greeting the caller hears when the call is not answered

• The Do Not Disturb option

• The Call Screening option

You can schedule the changes to take place only once or at regular intervals after a specified starting date and time. You also select the days of the week on which Amanda can or cannot execute the records.

For example, you can define a scheduling record for the Company Greeting mailbox (990) that tells Amanda to start playing your company’s daytime greeting in the morning on weekdays and another that tells Amanda to start playing your after-hours greeting in the evening on weekdays.

Amanda allows you to create up to ten scheduling records for each mailbox.

There are no templates for scheduling records. However, you can add the records used by most or all users to the mailbox template (by default, mailbox 997). For example, if most employees work from 8 a.m. to 5 p.m., you can create a scheduling record that turns Do Not Disturb on in the evening. Then after-hours callers do not have to wait while the telephone rings the maximum number of times. They hear the user’s RNA (Ring No Answer) greeting immediately. A second scheduling record must turn Do Not Disturb off in the morning. If all employees us e Greeting 1 as a work hours greeting and Greeting 2 as an after-hours greeting, these same two records can also change the RNA greeting from 1 to 2 and back again.

If you add these records to the mailbox template, every mailbox created from the temp late afterwards will have these scheduling records.

Amanda executes scheduling records exactly as instructed—whether or not the change makes any sense. However, if the date to repeat a record falls on an invalid day, Amanda waits for a valid day before executing the record. (She does this by adding one day to the execution date until the date finally falls on a valid day.) For example, suppose you schedule a change to occur every 48 hours, but no t on weekend s. If a 48-hour period ends on a Saturday, Amanda waits a day and tries to execute the record again on Sunday. Because Sunday is also an invalid day, Amanda waits another day and executes the record on Monday. From the execution time on Monday, Amanda starts the next 48-hour period.

66 Administering Amanda@Work.Place

Some of the options that a scheduling record controls can be changed by users from their telephones. The user can chan ge h i s g reet ing, Call Screening, and Do Not Disturb opti ons (unless you have them locked). Users cannot control the number of rings at their extensions nor the contents of their Extension fields.

For example, users can change their greetings and set their Do Not Disturb options every night as they go home and every morning as they return. However, if they keep regular hours, having scheduling records is much more convenient.

Managing Automatic Call-processing Changes

Scheduling records schedule one or more call-processing changes for a user. Records are created:

• When the mailbox is created (by copying th e notification records that already exist in the mailbox on which the new mailbox is based)

• By you, one-by-one, as needed

Managing scheduling records includes:

• Creating and modifying records using th e Auto screen The next few sections cover the creation, modification, and disabling of scheduling

records.

• Making the scheduling records needed by most or all users part of the mailbox template (by default mailbox 997).

• Testing scheduling records by enabling them and verifying that the expected callprocessing changes do take place.

When testing a scheduling record, check whether Amand a makes the correct changes by changing the record’s effective date and time. Do not adjust the Date/Time option from the Main screen. For example, you can put the record into effect five minutes from now rather than tomorrow morning, then call the user to see if his greeting (or whatever) has changed.

AUTION

:Amanda ignores locks as she applies scheduling records to mailboxes.

The locks block changes made by users via the telephone.

Chapter 7: Automatic Scheduling 67

The Auto Screen

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

Mailbox: Comment: Security Code: Extension: Directory Name 1: Directory Name 2:

Enabled Change On: 04/10/199 6 At 07:19 Restrict To: MTWTFSS

NO And Every: 0 month(s) 0 day(s) YYYYYYY

0 hour(s) 0 minute(s) Next Change: NEVER

Extension: 132H Rings: 0 Do Not Disturb OFF Call Screening: OFF Greeting #: 0

menu bar The rectangle at the top of the screen. The left side displays menu

commands that you can access by pressing Alt plus the first letter of the selection. For example, pressing Alt+S saves a new or modified scheduling record. The rig ht side lists keys on the keyboard and the actions they perform. For example, pressing Esc allows you to exit the Auto screen and return to the Users screen.

User Information Just below the menu bar. The fields ar e a copy o f the user info rmation

from the Users screen. They identify the mailbox.

Auto-scheduling Records List

Selected Record’s Fields

In the middle of the screen. It displays a one-line description of each enabled automatic scheduling record. The description contains the names of the Mailbox fields to be changed and scheduling information. There are ten records available for each mailbox. To select a record from the list, press Page Up and Page Down.

At the bottom of the screen. It displays the fields for the scheduling record selected from the

Scheduling Records List. Use this area to chang e s ched uling recor ds. To move from field to field, press Ente r, Tab and Shift+Tab, or Up Arrow and Down Arrow.

68 Administering Amanda@Work.Place

Creating Scheduling Records

When you create a scheduling record, you specify both what the record does and under what conditions it can be executed.

To create a scheduling record:

1. From the Users screen, type the number for the mailbox in the Mailbox field, then press Enter.

2. Press Alt+A. The Auto screen appears. The word Auto is in the upper right corner of the screen.

3. Press Page Up and Page Down to select an available <Disabled> record. The Enabled field at the bottom of the screen is automatically selected so you can

begin defining the record.

4. Use the spacebar to toggle the Enabled field to YES.

5. Fill in the month, day, and year on which the automatic schedu le sh ould first take place.

(Use all four digits of the year—1996 not just 96.)

6. Fill in the time of day (using the 24-hour format) at which the scheduled change should occur. By default the current date and time are in these fields.

7. Define how often Amanda should perform the changes indicated by this record by typing a number of months, days, hours, and/or minutes in the And Every fields.

Typically, Amanda performs scheduling records on a daily basis at a specific time (which means the And Every fields specify 0 months, 1 day, 0 hours, and 0 minutes).

For holidays that occur once each year on specific dates (such as Christmas and New Year’s Day), use 12 months, 0 days, 0 hours, and 0 minutes. For holidays that occur once each year on specific days of the week (such as the US Thanksgiving which occurs on th e last Thursday of November), use 11 months, 29 da ys, 0 hours, and 0 minutes to compensate for leap years, etc. However, for a holiday like Easter, the scheduling record might need to change each year.

8. If Amanda should perform the changes only certain days of the week, restrict the scheduling record to specific days.

MTWTFSS stands for the days of the week from Monday to Sunday. The Y for Yes underneath each day of the week toggles to N for No when you press the spacebar.

For example, if a particular change should occur only on weekdays (Monday through Friday), set the Restrict To field to the following:

M T W T F S S Y Y Y Y Y N N

Chapter 7: Automatic Scheduling 69

9. Define the changes you want to take place by filling in the Extension, Rings, Do Not Disturb, Call Screening, and/or Greeting # fields.

If you leave the Extension, Rings , or Gr eeting # f ield blan k, Amanda leaves that field unchanged in the mailbox. Do Not Disturb and Call Screening cannot be left blank. Press the spacebar to toggle between ON and OFF. Type in the other fields.

10. To save the scheduling record, press Alt+S, then Y. The record appears in the Scheduled Records list box for this mailbox. Amanda con-

tinually sorts the records in the most imminent order. For example, the record to be performed next is first; the record whose next execution date is the farthest into the future is last.

AUTION

:Amanda’s automatic scheduling takes place even if the fields are

locked. (Locks affect changes made via the telephone only.) If you use an invalid greeting number, such as 9, the Current Greet-

ing is changed to 1 instead.

: Any time you return to the Enabled field, the entire screen is refres hed as

you make your next move. Us e this to start ov er after a mistake. Otherwise, make sure you save your changes (using Alt+S) before returning to the Enabled field.

Modifying Scheduling Records

When you modify a scheduling record, you can change one or more of the following:

• The starti ng date

• The interval between executions and the days on which execution is allowed

• What the record does. You can change:

- The mailbox’s Call Screening option

- Its Do Not Disturb option

- The contents of its Extension field

- The greeting used when there is no answer

- The number of rings that occur before Amanda decides no one will answer

To modify a scheduling record:

1. From the Users screen, type the number for the mailbox in the Mailbox field, then press Enter.

2. Press Alt+A. The Auto screen appears. The word Auto is in the upper right corner of the screen.

3. Press Page Up and Page Down to select the record to be modified, then press Enter.

4. Change any of the fields described in the table named Scheduling Record Fields on page 70.

5. To save the scheduling record, press Alt+S.

6. When prompted to overwrite the current record, press Y.

70 Administering Amanda@Work.Place

Scheduling Record Fields

Field Description

Enabled Determines whether a specific scheduling record is active. To toggle between YES and

NO, press the spacebar.

Change On Defines the starting date for the scheduling record using the MM/DD/YYYY format.

Type your changes.

At Defines the starting time for sch eduling record using a 24-hour format (00:00 to 23:5 9).

For example, 5:30 p.m. is 17:30. Type your changes.

A n d E v e r y Defines the nu mber of months, days, hours, and/or minute s Amanda waits bef ore repeat-

ing this scheduling recor d. Type yo ur changes, pr essi ng Tab t o move fr om field to field.

Restrict To: MTWTFSS

Next Change Specifies the date and time that Amanda nex t performs the scheduled ch anges. This field

Extension Specifies the new contents for the mailbox’s Extension field. Edit this field using Right

Rings Defines the number of rings Amanda listens to before determining that the call is unan-

Do Not Disturb Specifies whether Do Not Disturb should be on or off. Press the spacebar to toggle be-

Call Screening Specifies whether Screen Calls? should be on or off. Press the spacebar to toggle be-

Greeting Specifies the number of the greeting to be played wh en th e call is u nanswered. 0 stands

Defines what days of the week Amanda performs the scheduled changes. MTWTFSS stands for Monday th rough Sunday. T o toggle bet ween Y (for Yes) and N (for No), press the spacebar.

is automatically updated by Amanda and is display-only.

Arrow and Left Arrow to move the cursor. Type in any changes.

swered.

tween ON and OFF.

for the system greeting.

Testing a Scheduling Record

When testing a scheduling record, do not adjust the Date/Time option available from the Main screen. For example, you can put the record into effect five minutes from now rather than tomorrow morning, then call the user to see if his greeting and so forth has changed.

Disabling a Scheduling Record

You can disable a scheduling record temporarily or permanently. For example, if a user takes a leave of absence or a vacation, you can disable all his scheduling records. Amanda keeps the original information so you can reactivate the record later.

Chapter 7: Automatic Scheduling 71

To disable a scheduling record:

1. From the Users screen, type the number for the mailbox in the Mailbox field, then press Enter.

2. Press Alt+A. The Auto screen appears. The first record in the Scheduling Records List is selected.

3. Press Page Down until the record to be disabled is selected.

4. The cursor is positioned at the Enabled field at the bottom of the screen.

5. Press spacebar to change the Enabled field from YES to NO.

6. To s ave your change, press Alt+S. You are prompted:

OVERWRITE Auto Record? [NY]

Press Y to change the current scheduling record or press N to cancel.

Example: Changing User’s Greetings

This example assumes the following:

• You are changing a user’s greeting after hours. In this case, the business-hours greeting recorded by the user is greeting 1 and the after-ho urs greeting is greeting

• The after-hours callers should go directly to the greeting without having to listen to the telephone ring. (That means that Do Not Disturb is ON.)

For more examples, see “Sample Scheduling Records for Mailbox 990” on page 23 and “Sample Instructions for Mailbox 991” on page 28.

Auto Screen

Record

1 Enabled: YES

Field

Change On: 08/22/95 At: 08:00 And Every: 0 month(s) 1 day(s)

Restrict To: M T W T F S S

Extension: (blank)

Auto Screen Setting

0 hour(s) 0 minute(s)

Y Y Y Y Y N N

Rings: 0 Do Not Disturb: OFF Call Screening: ON or OFF (depending

on the user’s needs)

Greeting #: 1

72 Administering Amanda@Work.Place

Auto Screen

Record

2 Enabled YES

Field

Change On: 08/22/95 At: 18:00 And Every: 0 month(s) 1 day(s)

Restrict To: M T W T F S S

Extension: (blank) Rings: 0 Do Not Disturb: ON Call Screening: OFF Greeting #: 2

Auto Screen Setting

0 hour(s) 0 minute(s)

Y Y Y Y Y N N

Chapter 8: Generating Reports

Overview

You can create, view, and print customized reports about Amanda. You can also save the report as a text file, which can be imported into other applications, such as word processors and spreadsheet applications. There you can add other information to the report, reformat it, and so forth. Here are some examples of how to use reports.

• To find out who is storing vast numbers of messages, create a repor t that lists mailboxes and their message statistics.

• To review the contents of the employee director y, you can create a r eport that lists mailboxes and the directory names associated with them.

• To monitor use of the Amanda system, create a report that lists mailboxes and their numbers of calls, logins, notifications, and transfers.

• When doing a lot of token programming, create a report that lists mailboxes and the contents of their Extension fields.

For reports that you routinely generate, you can create report templates to be used whenever you want to regenerate the reports they define.

A report consists of rows and columns of mailbox information and statistics. There is one row for each mailbox on your Amanda system and a column for each field of information that you decide to include in the report. The rows are sorted numerically based on the mailbox.

In the upper left corner of the printed report is the page number. The Example Report consists of only one page, which is labeled page 1. If there had been more rows than would fit on a page, there would have b een additiona l pages.

Depending on the number of column s selected and the widths of tho se columns, more th an one printed page might be needed to show all the columns in a row. For example, the printed report might have pages 1A, 1B, and 1C to accommodate all the columns in each row and pages 2A, 2B, and 2C to accommodate the number of rows.

You use the Report screen to create reports.

74 Administering Amanda@Work.Place

Example Report

page 1 Amanda Administrator Report Fri Apr 26 14 :32:41 1996

Directory Directory Total New

Mailbox Extension Name 1 Name 2 Messages Messages

0 @G(201) 168 0 2 @M(G6,2,20 7306 5

111 11 1 John Slaughter 1987 3 112 112 Tom Fernandez 1303 14 113 113 Pam Slaughter 313 6 114 114 Stephanie Young 1745 0 115 115 Cory Crocker 581 0 116 116 Richard Nelson 453 7 117 117 Peter Friend 1882 12 118 118 Kevin Ebrahimzad 573 1 170 @G(175) 4 0

Managing Reports and Report Templates

Managing reports includes:

• Deciding what reports to create and when

• Creating templates for reports that will be generated more than once

• Making decisions about disk space, users, and so forth based on the information in the reports

The next few sections explain how to create reports and report templates. It also explains how to print reports and save them as text files.

Creating Reports and Report Templates

This section explains how to create a report. After reviewing a report, you can return to the Report Template dialog box or th e R epo rt s s creen to adjust column order or column w idt h and to save the definition as a template for later use.

Amanda stores report templates in the C:\AMANDA\RPT .DB directory. She adds .RPT as the file extension to the name you give each report template.

To create a report:

1. From the Main screen, press Alt+R. The password dialog box appears.

2. Type in the password. (The default is AMandA with only the first two and the last letter capitalized.)

3. Press Enter.

Chapter 8: Generating Reports 75

The Reports screen appears. It is almost identical to the Users screen, but it has the word Reports in the upper right corner.

4. From the Reports screen, type a number in each field that you want to appear in the report. Number the fields in the order they are to appear in the report.

For example, placing a 1 in the Mailbox field in the Reports screen makes the Mailbox field the first column of data in the report. Placing a 2 in the Extension field, a 3 in Dir Name 1 field, a 4 in Dir Name 2 field, a 5 in Total field, and a 6 in front of “new” in the Current field defines the second through six th columns. See the Exam ple Report on page 74.

By default each column is wide enough for one more character than its header. But you can control the column width. After you type a number in the field, type a colon and then the width of the column. For example, 2:50 makes the second column 50 characters wide.

5. After defining the report, press Alt+R to run or generate the report. A mailbox range dialog box appears.

6. Type the first mailbox to be included in the report in the First Mailbox text box then press Enter.

7. Type the last mailbox to be included in the report in the Last Mailbox text box then press Enter.

OTE

: To include all mailboxes, leave both the First Mailbox and Last

Mailbox fields bl ank.

8. (Optional.) To reset the statistics for these mailboxes, press the spacebar to toggle the Reset Statistics When Done? field from NO to YES.

For example, the number of calls would return to zero and the Statistics Started field would contain the current date and time.

AUTION

:If you reset the statistics and create the report, there is no way to

retrieve the old statistical values.

9. Press Enter.

10. To view the report, press Alt+V. The report appears on your screen. If the report is too wide for your screen, Amanda

eliminates the columns that do not fit. These columns are in the report but not on the screen.

11. Use Page Up, Page Down, Up Arrow, and Down Arrow to vi ew additio nal rows of the report.

12. T o return to the Reports screen to adjust the columns or save the report definition as a template, press Esc.

76 Administering Amanda@Work.Place

The Reports Screen

Load Save Run View Print File Esc/EXIT Reports

Mailbox: Comment: Security Code: Extension: Dir Name 1: Dir Name 2:

Basic Options Chains

Maximum Rings: Done:

Do Not Disturb: RNA:

Screen Calls? Busy:

Store Messages? Max: sec Delay:

Copy Messages To: Menus

Message Volume: Guests: 1: 2: 3: Current Greeting: Max: sec 4: 5: 6:

Busy Message? Max: sec 7: 8: 9:

ID Call? D/T? Name/Ext? 0:

Created: NEVER Conn Secs: Statistics Started:

Saved: NEVER User Secs: Calls: Last:

Messages Transfers: Last:

Current: , new ( sec) Logins: Last:

Maximum: Total: Fax: Notifies: Last:

menu bar The rectangle at the top of the Reports screen. The left side displays

menu commands that you can access by pressing Alt plus the first letter of the selection. For exam pl e, p ress ing A lt+S s a ves a new or modified report. The right side lists keys on the keyboard and the actions they perform. For example, pressing Esc allows you to exit the Reports screen and return to the Main screen.

User Information Just below the menu bar. These fields provide the minimum informa-

tion Amanda requires for defining a mailbox. See “Mailbox Field Reference” on page 44 for more details.

Basic Options Just below User Information and on the left side of the screen. These

fields define the options for the mailbox. For example, to screen calls, the Screen Calls? Field must be set to ON. See “Mailbox Field Reference” on page 44 for more details.

Chains and Menus Just below User Informat ion and on th e right side of the scr een, oppo-

site Basic Options. These fields control what happens to the caller if the user does not answer the telephone. See “Mailbox Field Reference” on page 44 for more details.

Statistics The bottom rectangle on the screen contains statistical information

collected by Amanda about the mailbox. This information can be used in generating reports. See “Mailbox Field Reference” on page 44 for more details.

Status bar The bottom line of the screen (not shown in the figure) contains a one-

line description of the selected field.

Chapter 8: Generating Reports 77

To save the report definition as a template:

1. From the Reports screen, press Alt+S. The Save As dialog box appears.

2. Type the name for the report template (for example, USERINFO) then press Enter.

Creating Reports from Templates

You can create a report from an existing template. First you load the template then generate the report. You specify what mailboxes to use for the report and whether statistical fields should be reset to zero. For example, if you reset these fields, Amanda starts counting messages from zero instead of the current message total.

To create a report from an existing template:

1. Access the Reports screen. (From the Main screen, press Alt+R and enter the password.)

2. Press Alt+L to load a report. The Load Which Report dialog box appears.

3. Select a report template: a. Press F2 to see a list of the report templates that have been saved. b. Use Up Arrow and Down Arrow to select a report (the name shows the .RPT

extension).

c. Then press Enter.

The name of the selected report appears in the Load Which Report dialog box.

OTE

: You can type the name of a report template that has been saved

directly into the Lo ad Which Report d ialog box. You do n’t need to type the RPT extension.

d. Press Enter again.

The name of the selected report appears in the Load Which Report dialog box.

4. Press Alt+R to run the report. A mailbox range dialog box appears.

5. Type the first mailbox to be included in the report in the First Mailbox text box then press Enter.

6. Type the last mailbox to be included in the report in the Last Mailbox text box then press Enter.

OTE

: To include all mailboxes, leave both the First Mailbox and Last

Mailbox fields bl ank.

7. (Optional.) To reset the statistics for these mailboxes, press the spacebar to toggle the Reset Statistics When Done? field from NO to YES.

For example, the number of calls would return to zero and the Statistics Started field would contain the current date and time.

AUTION

:If you reset the statistics and create the report, there is no way to

retrieve the old statistical values.

78 Administering Amanda@Work.Place

While Amanda runs the report, mailbox numbers appear in the bottom left of the range dialog box. W hen Amanda completes the repo rt, th e dialog box d isappears , and you return to the Reports screen.

8. To view the report, press Alt+V. The report appears on your screen. If the report is too wide for your screen, Amanda

eliminates the columns that do not fit. These columns are in the report but not on the screen.

9. Use Page Up, Page Down, Up Arrow, and Down Arrow to view additional rows of the report.

Printing Reports

Printed reports can have a variety of uses. You can post the results, make copies for a meeting, or file them for later reference.

To print the report:

• From the Reports screen, press Alt+P for Print.

OTE

: To print reports, the configuration option lpt_port must be set correctly

(by default, it is set to 1). The printer must also be online and have paper.

Saving Reports as Files

Saving a report as a text file allows you to use that file in a word processor, spread sheet, database, or file comparison application.

To save the report as a file:

1. From the Reports screen, press Alt+F. The Copy Report To dialog box appears.

2. Type the name of a file in which to store the report template. Report names can be up to 8 letters long and consist of the letters A to Z and the digits

0 to 9. Report names are not case sensitive. “LISTING”, “Listing”, and “listing” all refer to the same file.

Amanda stores the report as text in the C:\AMANDA directory unless you specify the path to another directory. Amanda adds no extensi on to t h e file name (unless you provided one).

The file is a text file with the numbers in each row separated by a series of spaces. The rows are separated by carriage return/linefeeds.

For example, you might copy the report to a diskette:

A:\REPORT496.TXT

If you decide to use the saved report in another application, do not run that application on the Amanda computer. Use DOS to copy your report to a floppy disk. Import or read the report on another computer. (Use floppy disks that are preformatted for PC use.)

Chapter 9: Using the Administrator Mailbox

Administering Amanda by Telephone

You, as system administrator, have a System Administrator mailbox (999) in addition to your personal mailbox. You access it by telephone or from the Users screen on the computer.

You log into Amanda using the System Administrator mailbox to perform the following duties:

• Record system-wide announcements

• Record busy hold music

• Create system-wide mailing lists

• Lock, unlock, and reset m ailboxes

• Listen to system status information

When you dial Amanda’s extension and identify yourself as this mailbox, your top level menu has one additional choice ( Administration menu is as follows:

) for System Administration. The System

• to record the system announcement

• to delete the system announcement

• to record the busy-hold music

• to manage users

• to review system status

• to return to the previous menu

When you see this symbol in this chapter, use one of the methods of logging into Amanda and identifying yourself. See Usin g Amanda@Work.Place for more information.

Managing System Announcements

The system announcement gives out system-wide information. When recorded, it is played automatically to users when they log on to their mailboxes. A user can interrupt the announcement by pressing any DTMF digit, but the announcement plays every time that user logs on until he hears it once in its entirety.

80 Administering Amanda@Work.Place

After any recording:

To Dial

Review the recording

Rerecord

Add to the end of the recording

Cancel the recording

Save the recording

To record a system announcement:

To delete a system announcement:

+ + + make your recording +

+ +

Changing the Busy Hold Music

The busy-hold music is heard by callers when they hold for a busy extension by pressing *. Currently it plays approximately 30 seconds of custom music. You can replace this music with a recording that gives i nfo rmat ion abo ut you r comp any p rod uct s and serv i ces. However, we strongly recommend that you prepare a professional recording for this.

To change the busy hold music:

The busy hold music is stored in a file named HOLD.VOX in the C:\AMANDA directory .

If you create HOLD0.VOX, HOLD1.VOX, etc. Amanda plays them after HOLD.VOX if the extension remains busy. Each one is created as HOLD.VOX, and must be changed to HOLDx.VOX with a DOS command:

COPY HOLD.VOX HOLDx.VOX

+ + + make your recording +

Do the recording for the real HOLD.VOX (the first music/message the caller hears) last.

Locking and Unlocking Mailboxes

You can lock a mailbox so that the user cannot access the mailbox. That means he cannot listen to his messages, record greetings, create mailing lists, and so forth. To allow him to access his mailbox again, you can unlock it.

Chapter 9: Using the Administrator Mailbox 81

To lock or unlock a mailbox:

(to lock)

To exit:

1. Re-enter the last mailbox then press .

2. Press to return to a previous menu.

Resetting Mailboxes

Resetting a mailbox reinitializes it to its default settings. Amanda copies all the field information from the mailbox template (usually mailbox 997) to the specified mailbox and the statistics for the mailbox are reset to zero. See “Using a Template” on page 36 for more information.

If the mailbox is for a user, that user can change some of the settings over the telephone. For more information about what the user can change, see the guide Using Amanda@Work.Place.

+ + +

enter mailbox + +

(to unlock)

repeat for more mailboxes

OTE

: You cannot reset a mailbox that is read-only.

To reset a mailbox:

To exit:

1. Re-enter the last mailbox then press .

2. Press to return to a previous menu.

+ + +

Listening to System Status

The system status option informs you about Amanda’s status. It includes the amount of disk space, port usage, and the date and time.

enter mailbox + +

repeat for more mailboxes

82 Administering Amanda@Work.Place

To hear syst em status:

+ +

Creating System-wide Mailing Lists

A system-wide mailing list is one that everyone can use when sending or forwarding messages. For example, you would usually create an all-employee mailing list and perhaps an all-managers list so that there would be only one of each of these lists on the system.

Each list, 1-3, in mailbox 999 is available to all users and can be accessed as a user sends or forwards a message to a list. Users must enter * followed by the system list number to use the list with a message.

To create a system-wide mailing list:

+ + the list’s number (1-3)

record a name or description to identify the list +

+ mailbox + +

(repeat for each mailbox)

To send a message using a sy stem-wide mailing list:

+ + + + number of the system list +

(to record) + (to save the recording) + (to send)

Amanda processes messages sent to lists as a low priority task. This means that she might take several minutes to send the message to everyone on a large list, especially if the system is busy. By making this a low priority task, Amanda can maintain high system performance for tasks such as answering calls and notifying users. It also means that the sender does not have to wait to exit until all the messages have been sent.

Resetting the Date and Time

Sometimes Amanda’s system date and time become inaccurate. For example, a time change between daylight savings and standard time might have occurred or Amanda’s clock might be slightly off.

To reset Amanda’s date and time:

(For login instructions, see “Logging into Amanda” on page 7.)

+ + + + enter the date + + enter the time +

Chapter 9: Using the Administrator Mailbox 83

Enter the date as month-day-y ear. Use 1 or 2 digits for the month , 2 d ig its fo r t he day, and 2 or 4 digits for the year.

Enter the time as hour-minutes. Use 1 or 2 digits for the hour and 2 digits for the minutes.

If you use 13 through 23 for the hours after noon, you are not asked whether you meant

or PM. Otherwise, Amanda prompts for a (for A.M.) or a (for P.M.).

For example, to change the date and time to March 4, 1999, at 9:05

the month) +

(

(the day of the month) +

(the year) + (to finish the date) +

(the hour) + (t he minutes) + (to finish the time) + (for

A.M

., use:

prompted)

A.M

Setting Up the Administrator Mailbox from the Computer

Amanda@Work.Place is shipped with mailbox 999 as shown in the following figures. It has two functions: it is the System Administrator mailbox and it provides an automatic hang up.

For example, you can use G(999), which translates from the Token Programming Language as “Go to mailbox 999 and p rocess it.” Because mailbo x 999 has H (for hang up) in its Extension field and both Do Not Disturb and Screen Calls? locked OFF, G(999) results in a disconnection.

. when

For more information about the G() command, see “Programming Amanda” in Installing Amanda@Work.Place for more information about the Token Programming Language.

The only recommended change to mailbox 999 is the addition of one or more notification records with DISK as their type. In this way, Amanda notifies you when disk space falls below a predefined level (the default is 20%). For example, you can be paged or have a voice mail message left for you at your person al mailbox. For inform ation about creating a notification record, see “Creating a Notification Record and a Notification Template” on page 52 and “Creating a Notification Record from an Existing Template” on page 54. See Installing Amanda@Work.Place for more information about setting the diskwarn configuration option or contact your Amanda Marketing Partner or Solution Provider.

84 Administering Amanda@Work.Place

Mailbox 999

Save Auto Delete Notify Table Copy Esc/EXIT PgDn/NEXT PgUp/PREV Users

Mailbox: 999 Comment: SYSTEM ADMIN Security Code: 999 Extension: H Dir Name 1: Dir Name 2:

Basic Options Chains

Maximum Rings: 0 (default is 4) Done:

Do Not Disturb: OFF Lock: ON RNA:

Screen Calls? OFF Lock: ON Busy:

Store Messages? YES Max: 180 sec Delay: 0

Copy Messages To: Menus

Message Volume: 0 Guests: -1 1: 2: 3: Current Greeting: 0 Max: 45 sec4:5:6:

Busy Message? SYS Max: 45 sec7:8:9:

ID Call? NO D/T? YES Name/Ext? YES 0:

STATISTICS AREA OMITTED FROM THIS FIGURE

Chapter 10: Using Utilities

Backing Up and Restoring Files

The BackRest utility backs up and restores the database, the greetings, and the incoming messages of an Amanda system. BackRest automatically detects the number of floppy drives in the computer and allows you to use either the A: or B: drive. The number of floppies as well as the number of bytes needed for the requested backup is estimated after you insert the first floppy. You can add a note (comment) that is displayed when you restore files from the floppy disks.

OTE

: This process can require sever al floppy di sks and can tak e a long time to

execute.

Syntax: backrest

To ba ck up or rest o re files:

• At the C:\AMANDA> prompt, type:

backrest

The computer displays: Amanda Backup and Restore Utility Version 1.5

a. Backup Database b. Backup Greetings c. Backup Messages d. Backup All e. Restore f. Quit

Use the arrow keys to make a selection and press Enter to start the backup or restore operation.

Deleting Mailboxes and Mailing Lists

The Amanda Company provides utilities that delete mailboxes and personal mailing lists.

Deleting Mailboxes

The DelUsers utility simplifies the deletion of mailboxes. Use it to delete a single mailbox or a range of mailboxes.

Syntax: delusers mailbox_list

86 Administering Amanda@Work.Place

To delete one or more users:

• At the C:\AMANDA> prompt, type:

delusers mailbox_list

where mailbox_list specifies individual mailb oxes, a range of mailboxe s, or both. Use a hyphen (-) to separate the f irst and last mailboxes in a ran ge. Use a sp ace to separate entries in the list. For example:

1000-2000 990-991 3000

Deleting Personal Mailing Lists

The List Del utility deletes the specified personal mailing list from the specified mailbox. (System mailing lists are the personal mailing lists for mailbox 999.)

Syntax: list_del mailbox list_number

For example, deletes List 7 from mailbox 212, type the following at the C:\AMANDA> prompt:

list_del 212 7

Displaying Message Information

The MsgList utility displays the quantity, date, time, and type of messages stored for all the mailboxes or the specified mailboxes.

Syntax: msglist [-e] [mailbox_list]

The -e is optional. Use it to print the dates in European format (20/04/95) rather than the US format (04/20/95).

The mailbox_list specifies individual mailboxes, a range of mailboxes, or both. Use a hyphen (-) to separate the first and last mailboxes in a range. Use a space to separate entries in the list. For example:

1000-2000 990-991 3000

To report on all mailboxes:

• Type the following at the C:\AMANDA> prompt:

msglist

To store the information in a file:

•Type:

msglist > output_filename

where output_filename is the name or path to another file.

To use the Less utility and display 20 lin es at a time:

•Type:

msglist | less

Chapter 10: Using Utilities 87

To print the results rather than display or store them:

•Type:

msglist > prn

To display the information for mailb ox 200 through mailbox 231:

•Type:

msglist 200-231

To display message information in the European format:

(for mailboxes in the range 200–231 and in the range 300–320)

•Type:

msglist -e 200-231 300-320

Validating Notification Templates

The VMBEdit utility checks that:

• Notification templates are valid.

• No two templates are identical except for Title. If it finds duplicates, it keeps the first template (unless it has no title) and deletes the duplicate. VMBEdit upda tes the mailboxes that used the deleted template so that they use the template that was kept.

• If a template is not being used by any mailbox, VMBEdit asks you whether the template should be deleted, listed, or kept as-is.

VMBEdit makes a back up of VMB.DAT (named VMB.BAK) before it checks the templates.

OTE

: Do not run VMBEdit from a batch file because it can ask questions and

will wait for responses to be input from the keyboard.

Syntax: vmbedit

Managing Text Files

Amanda provides utilities that allow you to search, edit, and display text files.

Searching Text Files

The Grep utility searches the specified file from beginning to end for the specified string of characters. The search is case sensitive, which means that it differentiates between upper and lower case letters within the file. Therefore, the searchstring must be typed exactly as it appears in the file. The Grep utility displays the lines of the file that contain those characters. This is useful when viewing trace files.

Syntax: grep searchstring filename

To display the results of the search on the screen:

• Type the following at the C:\AMANDA> prompt:

grep searchstring filename

88 Administering Amanda@Work.Place

To store the results in a file:

• Type (on one line):

grep search_string input_filename > output_filename

where output_filename is the name or path to another file.

To print the results rather than display or store them:

•Type:

grep searchstring filename > prn

For additional information on GREP.EXE, read C:\AMANDA\GREP.MAN. See also the Less utility, “Displaying Text Files (20 Lines at a Time)” on page 90.

Editing a Text File

The JOVE utility allows you to edit any text file on your Amanda system. For example, you might want to edit INSTALL.CFG, TRACE.OUT, AMANDA.LOG, 1001.PBX, CONFIG.SYS, and AUTOEXEC.BAT.

Syntax: jove filename

Examples

The following examples show common uses of the JOVE utility.

To change your Amanda password using JOVE:

1. At the C:\AMANDA> prompt, type:

JOVE INSTALL.CFG

2. To perform a search for the Password configuration option, press Ctrl+S and type the first few letters of the word "password".

set off_dly 50 set partial_q_ok false

set password 'AMandA'

PBX 1 1001 PBX 2 2001

3. Use the Right Arrow key to move the cursor to the password to be replaced.

4. Type the new password and delete any extra letters.

OTE

: Passwords are case sensitive. Also, the new password must be in sin-

gle quotes.

5. Save your change by pressing Ctrl+X then Ctrl+S.

6. Exit JOVE by pressing Ctrl+X then Ctrl+C

To activate the HOST program:

1. At the C:\ prompt, type:

JOVE AUTOEXEC.BAT

Chapter 10: Using Utilities 89

2. To perform a search, press Ctrl+S and type the first few letters of the word “HOST”. Look for one of the following lines in the AUTOEXEC.BAT:

rem LH HOST /2 /f /n >> %LOGN% rem LH HOST /4 >> %LOGN%

OTE

: The /2 is for COM2 and the /4 is for COM4. Use COM2 when con-

necting directly via a null modem cable. Use COM4 when connecting via a modem. The /f is for “fast” to use 14400 bps. You can add /f to the second line if your modem is fast. %LOGN% refers to the environment variable LOGN, which is set in the AUTOEXEC.BAT file as:

SET LOGN = C:\BOOTLOG

and logs information in the BOOTLOG file in the root directory. If you prefer to log information on screen, put a “rem” in front of the above line and remove the “rem” from the following line:

REM SET LOGN = CON:

3. Use the arrow keys to position the cursor.

4. Press the Delete key to delete the letters “rem” from the beginning of one of the lines.

5. Save your change by pressing Ctrl+X then Ctrl+S

6. Exit JOVE by pressing Ctrl+X then Ctrl+C

JOVE Commands

The following is a list of JOVE commands:

JOVE Commands

Action Command

To move around Use the arrow keys, Home, End, Page Up, and

Page Down

To search the file forward for a string (or word)

To search the file backward for a string (or word)

To insert characters Place the cursor at the insertion point and type

Ctrl+S and the first few letters of the string

Ctrl+R and the first few letters of the string

them

To delete the character above the cursor

To delete an entire line Ctrl+K To restore a deleted line Ctrl+Y To move to the begin-

ning of the fi le

Use the Delete key

Ctrl+Home

90 Administering Amanda@Work.Place

JOVE Commands (Continued)

Action Command

To move to the end of the file

To move text around, first delete using Ctrl+K, then

To edit a new file Ctrl+X Ctrl+F To create a new file Ctrl+X Ctrl+F To scroll the screen up

one line To scroll the screen

down one line To switch between edit

buffers (two files) To split the screen into

two buffers To return the screen to

one buffer To save the file with the

same file name

Ctrl+End

Ctrl+Y

Ctrl+Z

Esc Z

Ctrl+X B, then Enter

Ctrl+X 2

Ctrl+X 1

Ctrl+X Ctrl+S

To write the file to a different fi le name

To exit Ctrl+X Ctrl+C

Ctrl+X Ctrl+W

Displaying Text Files (20 Lines at a Time)

The Less utility displays a text file on the screen, 20 lines at a time. This utility is similar to the MORE command in DOS, but with many additional features.

Syntax: less filename

You can move around in the file:

• Use Page Up and Page Down to scroll through the file

• Use Up Arrow and Down Arrow to move from line to line

• To view an additional line, press Enter

• To view the next 20 lines, press the spacebar or Page Down

• To search forward for a string of characters, type

• To search backward for a string of characters, type

• For Help, press H

• To Quit, pre ss Q

string

Chapter 10: Using Utilities 91

The Less utility is often used with the Grep utility. For instan ce, if you have a very large TRACE.OUT file, and you are interested in only the activity on Port 1, you could filter the TRACE file with Grep and then page through the results with Less.

At the C:\AMANDA> prompt, type:

grep "ichan_01" trace.out | less

To view a file that you are not grepping, such as GREP.MAN, which explains how to use the Grep utility, type the following at the C:\AMANDA> prompt:

less grep.man

Displaying the Last n Lines of Text Files

The Tail utilit y disp lays the last n lines in a text file, with a default of 10 lines.

Syntax: tail [-n] filename

To display the last 20 lines of a file:

• Type the following at the C:\AMANDA> prompt:

tail -20 filename

Performing Operations at Shut dow n

As Amanda performs an automatic shutdown, she runs the SHUTDOWN.BAT file. For a new installation, this file is composed of commented-out DOS commands and does nothing. Change it to fit any customized operations, such as defragmenting or backing up the hard drive, that you do routinely. SHUTDOWN.BAT contains the following lines:

@ECHO OFF rem rem Put your own customized operations for automatic shutdown here. rem You may run backup jobs, disk defragmentation jobs or other tasks rem of your own choosing. rem rem You may call other batch files from here, but you MUST USE THE CALL rem command to invoke all other additional batch files, or ELSE YOU WILL rem NEVER RETURN AND DO THE RESTART. rem rem Below are some sample operations to give you ideas. rem rem SCANDISK C: /CUSTOM rem DEFRAG C: /F rem rem SCANDISK D: /AUTOFIX /NOSUMMARY rem XCOPY C:\*.* D:\ rem rem CD \TAPE rem TAPE ERASE /Q/N="AMandA" rem TAPE BACKUP /F="C:\AMANDA\AMANDA.TAG" /-C/-P/R/W rem

92 Administering Amanda@Work.Place

Reviewing Installation History

You can r eview an Amanda system’s installati on history to find out what versions have been installed or uninstalled. It shows each Amanda version (starting with 5.45) and its installation history on the computer.

Syntax: history

To display the history of the search using the Less utility:

• Type the following at any prompt:

history | less

Output from the utility looks like the following example. The output ranges from most recent to least recent version.

EXAMPLE HISTORY DISPLAY ********************************************************************* The currently installed system is: Amanda@Work.Place Version 2.11 Voice platform: BI-SONIC Continue, or Quit[C,Q]?C

Pressing C to continue will display information about previous updates/ upg rades as well as uninstalls—if there are any.

Amanda Work Group Instruction Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Copyright and Trademark Notices

Limited Warranty on Software

Fraudulent Usage Advisory

Conventions

Contents

Chapter 1: Introducing Amanda

What Amanda Does

How Amanda Operates

A Mailbox for Each User

Mailboxes that Control Call Processing

Mailboxes that Provide Information

The Power of Mailboxes

Processing Calls and Mailboxes

Processing a Call

Processing a Mailbox

Customer Service and Support

End User Support

System Administration Support

Installation Support

Application Support

Chapter 2: Getting Started

Starting Amanda

Using Command-line Options

Shutting Amanda Down

Changing the Password

Chapter 3: Monitoring Amanda

Using the Main Screen

Menu Bar

General Information

Avoiding Security Problems

Resetting Ports

Tracing Port Activi ty

Resetting the Date and Time

Copying Files

Chapter 4: Recording the Greetings

Calling Amanda

Recording the Company Greeting

Sample Greetings for mailbox 990

Sample Scheduling Records for Mailbox 990

More Holiday Samples

Recording Caller Instructions

Sample Instructions for Mailbox 991

Sample Scheduling Records for Mailbox 991

Recording Employee Directory Instructions

Chapter 5: Setting Up Mailboxes

Accessing the Users Screen

Managing Mailboxes

Using a Template

Using Templates with an Amanda/Norstar System

Asking the User for Preferences

Personal Mailboxes

Creating a Personal Mailbox

Creating Mailboxes Automatically

Informational Mailboxes

Creating an Information Mailbox

Modifying an Existing Mailbox

Moving from One Mailbox to Another

Deleting an Existing Mailbox

Mailbox Field Reference

Chapter 6: Notifying Users

Overview

Selecting a Port for Notification

Planning Your Notification Records

Accessing the Notify Screen

Managing Notification Records and Templates

Modifying Templates

Testing a Notification Record

Disabling a Notification Record

Changing Notification Telephone Numbers

Changing the Notification Variable by Telephone

Examples of Notification Methods

Controlling a Message Light

Using %U and %V instead of %E

Using Voice Notification

Calling a Pager

Relaying Information to a Pager