Amanda Work Group User Guide

Download

Installing

ndA@Work.Group/

Windows

Version 3.xx

Installer’s Guide: 8/15 Edition

ii Installing Amanda@Work.Group/Windows

Copyright and Trademark Notices

Copyright  1998–2 001 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

Assumptions

This guide is written for an installer who is familiar with PCs and understands telephone switching systems. It assumes that you know something about the following:

• Computer terms, such as serial port, parallel port, and DOS prompt.

• How to safely open a personal computer to install or remove boards.

• How to identify basic components of a personal computer, for example, mother-

• How to connect the monitor, keyboard, and power to the computer.

• How to use DOS commands, such as CD, TYPE, COPY, and EDIT.

• How to get to the CMOS settings and make changes.

The name by which this manual refers to the Amanda@Work.Group/Windows system to make reading about the system easier.

Someone who calls into Amanda. A caller often obtains information, leaves a message for someone, and/or provides information.

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

This guide displays token programming examples in fixed-space type.

For example, the computer must be turned off and you should be in an electrostatic discharge (ESD) safe environment.

board, I/O controller, video card, I/O ports, modem, and so forth.

iv Installing Amanda@Work.Group/Windows

• Telephony terms, such as station side, CO, single-line, hunt gr oup , pi lot n umb er, pickup group, coverage path, hookflash, cal l forward ring-no-answ er, call forward busy, DTMF, and tone patterns.

• The difference between RJ-11 and RJ-14 connectors.

• The difference between the functions of the telephone switching system and Amanda.

• How to use a butt set or line monitor to observe test calls.

If you are unfamiliar with any of the above, please consider attending one of our regularly scheduled training seminar s. Please cont act our sales department for more information on dates and cost.

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

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

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

Assumptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii

Chapter 1:

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

Specification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Environmental Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

Electrical Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

Upgrade Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

General Uses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

Purpose of This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Customer Service and Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

End User Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

System Administration Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Installation Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Application Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Chapter 2:

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Setting Up Your Turnkey System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Logging On to Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Shutting Amanda Down. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Using Setup to Define Codes, Integration Patterns, and Other Parameters. . . . . . . . .7

Using AccuCall Wizard to Create a PCPM Tone Table . . . . . . . . . . . . . . . . . . . . . .19

Setting Up pcANYWHERE Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Running Amanda Server as a Standalone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Attaching Amanda Server to a Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

When Working with a Windows NT or 2000 Domain. . . . . . . . . . . . . . . . . . . .21

When Working with a Windows WorkGroup . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Setting Network Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Backing Up the Initial Amanda Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Creating an NT Emergency Repair Disk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

Chapter 3:

Defining Dial Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Defining Dial Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Chapter 4:

Defining Integration Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Using the Trace File for Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Using an Integration Pattern to Capture Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Creating Test Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

Running the Tests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

vi Installing Amanda@Work.Group/Windows

Reading the Trace File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Adding Integration Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Using Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Using JOVE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

Using Character Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Chapter 5:

Configuring Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

Using This Chapter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

Using the Questionnaire. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

Configuring a New Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53

Using Default and Recommended Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53

Configuring the Brooktrout Driver. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55

Chapter 6:

Defining Tone Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

Using AccuCall Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

AccuCall Wizard Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

Training the Brooktrout Voice Board. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64

Configuring a Customized Tone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64

Configuration Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66

Pre-Configured Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68

Using AccuCall for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

Starting AccuCall for Windows and Opening a Tone (.TON) File . . . . . . . . . .70

Setting up your Test Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

Learning a New Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72

Testing a Tone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

Adding a Tone Manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79

Editing a Tone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80

Using Your PCPM Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81

Recording a Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82

Understanding Call Progress Tones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82

Recognizing Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

Responding to Incoming Tones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

Chapter 7:

Faxing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

Using This Chapter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

Using a Fax Modem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

Suggested Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88

Using the BrookTrout TruFax/200 Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89

Detecting a Fax Machine Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90

Modifying the PCPM Tone Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

Creating the Hot Box Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

Setting the Hot Box Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92

Sending Faxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93

Chapter 8:

Using Serial Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

Serial Integration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

Bellcore Standard SMDI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

NEC 2000 and NEC 2400 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99

AT&T System 75 or Definity-G3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .101

Ericsson MD-110 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .104

Generic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106

Chapter 9:

Miscellaneous . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109

Configuring Types of Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109

Telephone Line Options Diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109

Sharing Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .110

Queuing Unanswered and Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113

Chapter 10:

Programming Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115

Using Tokens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115

Mailbox Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116

Success and Failure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116

Tracing Token Execution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117

Kinds of Tokens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117

Literals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117

Variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118

Assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118

Commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119

Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .120

Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121

Files and Directories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123

Flow of Control: Branching and Looping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124

T1 Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125

Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125

Customizing the Employee Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125

Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125

Translating to Amanda’s Tokens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126

Token Reference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .165

vii

Chapter 11:

Programming Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .167

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .167

System Paging of a User for Special Callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .167

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .167

Translating to Amanda’s Tokens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .167

Result. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .168

Switching and Maintaining Languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .168

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .168

Using Amanda’s Tokens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .169

Another Consideration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .170

Using Amanda’s Tokens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .171

Retrieving Order Shipment Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .171

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .171

Translating to Amanda’s Tokens:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .172

Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173

Allowing One-call and Two-call Faxbacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173

Sending Faxes to Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173

One-call Faxback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .174

Two-call Faxback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .175

Using IVR and Voice Form Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .177

Making the User Comfortable. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .177

Using Greetings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .178

Using Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .178

Making Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .179

Providing Information and Feedback. . . . . . . . . . . . . . . . . . . . . . . . . . . . .179

viii Installing Amanda@Work.Group/Windows

Using the Telephone Keypad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180

Choosing Tokens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .181

Using Tokens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .181

Gathering Testing Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .182

Chapter 12:

Installing the Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185

Introducing the Clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185

Installing the Administrative Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185

Adding Client Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .187

Reviewing Client Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .188

Chapter 13:

Configuration Reference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189

Global Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189

Per Port Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 19

Telephone Switch Integration Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .220

Serial Port Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .221

SMDI Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .222

Fax Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .224

Hot Box Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .228

Outdial Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .228

Appendix A:

Troubleshooting Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .229

New Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .229

What to Do When…. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .229

Amanda Does Not Transfer the Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 29

Caller Doesn’t Hear the Busy Message or RNA Greeting . . . . . . . . . . . . . . . .230

Notification Does Not Work Correctly. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .231

Pager Company Appears Not to Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . .232

Appendix B:

Troubleshooting the Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .233

NIC Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .233

Common Error Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 33

Appendix C:

Installing RDSP/x32 Boards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .235

Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .235

ShowJump Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .235

Configuring RDSP/x32 Voice Boards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .236

Installing Voice Boards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .238

Connecting Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .239

Appendix D:

Installing RDSP/RTNI Boards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .241

Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .241

Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .242

ShowJump Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .242

Configuring an RDSP/x000 Voice Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .242

Understanding MVIP Streams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .244

Configuring MVIP Streams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .244

Configuring the MVIP Termination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .245

Configuring the Base I/O Port. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .246

Configuring an RTNI-xATI Voice Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .247

Configuring the MVIP Termination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .248

Configuring the Base I/O Port. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .249

Configuring the Line Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .250

Physical Connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .250

Installing the Boards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .251

Installing the MVIP Cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .252

Configuring Amanda to Use the ATI Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .252

Appendix E:

Other Cards and Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .253

Installing a LAN Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .253

Using a UPS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .254

Appendix F:

Installing Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .255

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .255

Installing NT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .256

Modifying Boot.ini. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .258

Configuring the Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .259

Maximizing Throughput. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .259

Installing Windows NT Service Pack. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .260

Reinstalling the Brooktrout Drivers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .260

Installing Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .271

Setting Up pcANYWHERE Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .276

Installing the Hard Lock Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .277

Installing the Clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .278

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .279

x Installing Amanda@Work.Group/Windows

Chapter 1: Introducing Amanda

Specification

The PC on which your Amanda system is installed has:

• Windows NT Server 4 .0 w ith NT Service Pack 3 or higher or Win dows 2000 Pro.

• A Pentium-class processor running at a minimum of 200MHz.

• A VGA card.

• A minimum of 64MB of RAM.

• A 3.5-inch, 1.44MB floppy disk drive and appropriate controller.

• An IDE hard disk drive with an access time of less than 14ms and appro priate IDE controller.

•A CD-ROM drive.

• No LPT2 port (if disabled, it must be non-interfering).

• To operate Amanda as a voice server over a n etwork, yo u n eed a LAN that is n ot at I/O 300-310.

• Ten clients connections for Amanda clients such as Amanda Administrator and Amanda Messenger.

(You can purchase a Client Connection Bank (CCB) to activate additional clients.)

Amanda can run with any of the following voice boards:

• Brooktrout

• Brooktrout TR1100 board (for 24 or 48 ports)

• A Brooktrout RDSP/x0000 with any of the following:

• An analog telephony interface using the Brooktrout RTNI-xATI board

• A digital telephony interface using the Brooktrout RTNI-2T1 board

• A digital telephone interface using a Brooktrout E1 board

• Vantage Volare board (with international approval and full rotary detection)

• Vantage PCI/4L and the Vantage PCI/8L boards from the Vantage PCI Series

Amanda@Work.Group/Windows can support 72 ports.

OTES

: This book contains no information about E1 boards and configuring

232, 432, 2132, and 4132 voice boards

Amanda to use them. Contact The Amanda Company for mor e infor mation.

1. Brooktrout uses Rhetorex technology.

2 Installing Amanda@Work.Group/Windows

Amanda@Work.Group/Windows can support as many as 12 industrial-strength fax ports using Brooktrout TruFax/200 boards. Each board is a two-port ISA board. Its driver supports up to 6 boards. With fax modems, Amanda@Work.Group/Windows can support four fax ports. The user of TruFax/200 boards and fax modems is mutuall y exclusi ve. You can use only one of the two.

Environmental Requirements

• Locate the unit in an area free of excess moisture, dust, corrosive gases, and chemicals.

• Install Amanda securely on a table or desk at least 2 feet (.6 meters) above the floor.

• Use a properly grounded electrical outlet which is not controlled by a switch.

• Ensure that the operating temperature is 40 to 95 degrees Fahrenheit (2 to 35 degrees Centigrade), away from direct sunlight.

• Ensure that the humidity is 15% to 90%, noncondensing.

• For proper ventilation and servicing of the unit, provide at least 1 foot (0.3 meters) clearance on all sides and above the unit.

Electrical Requirements

• 90 to 130 VAC, 50 to 60 Hz, 3-prong outle t with separate ground, separatel y fused at 15 amps.

• Outlet not controlled by an on/off switch.

• Use of electrical line conditioning equipment such as a surge protector and an uninterruptible power supply (UPS) is strongly recommended.

• Grounding to comply with Underwriters Laboratories (UL) 1459.

Upgrade Issues

If you are upgrading from a previous release of Amanda@Work.Group/Windows, see the readme.txt file on your installation CD for detailed information about changes you may need to make to your system.

General Uses

Amanda@Work.Group/Windows is an automated attendant and voice processing system designed especially for ease of use and flexibility . As an NT-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.

Chapter 1: Introducing Amanda 3

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.

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 system or even an op erator can send inco ming calls to Amanda. Then automatically, or if selected, Amanda plays out the requested information.

Purpose of This Guide

This guide explains how to set up Amand a@Work.Group/W indows for the first time. This guide covers:

• Connecting and configuring Amanda to work with your telephone switching system

• Configuring Amanda to provide the voice mail services that the owner selects

Customer Service and Support

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

A.M

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

Customer Support:

(800) 800–9822

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

Dealer Sales:

Telephone: (800) 410-2745

4 Installing Amanda@Work.Group/Windows

Distribution Sales:

Telephone: (800) 410-2745

International Sales:

Telephone: (203) 744-3600

International Support:

Telephone: (203) 744-0860

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, scheduling automatic 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 solutions to problems that occur when the system is reconfigured or Amanda is upgraded.

The Amanda Company also 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.

Application Support

Application support covers extended features that can be added to Amanda using Amanda’s powerful Token Programming Language. The Amanda 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

Setting Up Your Turnkey System

This document outlines the procedures you must perform to set up your new Amanda@Work.Group/Windows voice server for use at a given site. While much of the configuration was done for you before the turnkey system was shipped, you, the network administrator, and the Amanda administrator must configure a number of site-specific options after removing the voice server from its box.

Logging On to Amanda

Amanda runs as a service at startup. You log on so that you can run the Setup utility, etc.

To start the computer and log on:

1. Turn on the computer. The Wind ows NT o r 2000 o perating sys tem starts. Eventually the Begin Logon di alog

box tells you to press Ctrl+Alt+Delete to log on.

2. Press Ctrl+Alt+Delete to log on. The Logon Information dialog box appears.

3. The logon name should default to Administrator. If not, type it in.

4. Type the password, which is AMandA, spelled exactly as shown here.

5. Click OK.

To confirm that your server is running as a Windows NT Service:

1. From the Start menu, select Start⇒Settings⇒Control Panel.

2. From the Control Panel window, select Services. The Services dialog opens.

3. Scroll to locate Amanda in the Service list box. The Status list indicates “started” and the Startup list is “Automatic.”

6 Installing Amanda@Work.Group/Windows

To confirm that your server is running as a Windows 2000 Service:

1. From the Start menu, select Start⇒Settings⇒Control Panel⇒Administrative Tools⇒Services.

The Services window appears. It has toolbar buttons for Start and Stop that look like the play and stop buttons on a tape player.

2. Select Amanda in the Service list box.

3. Click the Start button.

To check Amanda’s service properties:

• Within the Service Control Panel, double-click Amanda. The Amanda Properties dialog box appears.

Chapter 2: Getting Started 7

Shutting Amanda Down

To stop running your server as an NT Service (this shuts Amanda down):

1. From the Control Panel, select Services. The Services dialog appears.

2. Scroll and select Amanda in the Service list box.

3. Click Stop.

If the server fails for any reason at step 3 above, the error messages are displayed in the Event Viewer application log.

To view the Windows NT service in the Application Log:

1. From the Start menu, select Start⇒Programs⇒Administrative Tools (Common)⇒Event Viewer.

The Event Viewer window appears.

2. On the Log menu, click Application. The Event Viewer Applicatio n Log window displays service information entries.

3. Double-click an entry to view the Event Detail dialog.

To stop running your server as a Windows 2000 Service (this shuts Amanda down):

1. From the Start menu, select Start⇒Settings⇒Control Panel⇒Administrative Tools⇒Services.

The Services dialog appears.

2. Select Amanda in the Service list box.

3. Click Stop.

Using Setup to Define Codes, Integrat ion Patterns, and Other Parameters

You must configure Amanda to work properly with your telephone switching system and to let Amanda know your customer’s voice mail and other preferences. The Amanda Company provides the Setup utility to make configuring Amanda easy.

You run Setup to configure dial codes, DTMF integration patterns, and Amanda’s system configuration parameters. This section explains how to navigate from one tab to another, setting options correctly.

You can use the Setup utility while the Amanda system is running, but your changes do not go into effect until the next time you start Amanda.

8 Installing Amanda@Work.Group/Windows

To run the Setup utility:

1. From the Start menu, select Start⇒Programs⇒Amanda Server⇒Setup.

The Amanda Setup dialog box opens, displaying the Global Settings parameters.

To define global settings:

OTE

: See “Chapter 5: Configuring Amanda” for more information.Use

the First Use Questionnaire to determine what configuration options must be set.

a. Scroll the list box until you see the parameter you want to change. b. When you select the parameter from the list box, the lower portion of the di-

alog box changes to a description of the parameter as help in setting it. Other changes are because of the parameter’s type.

If the parameter is a Boolean, you select a True or False option button.

If the parameter has a few predefined values, you select from a list box of those settings.

Chapter 2: Getting Started 9

You click the triangular button to see the possible settings:

If the parameter is a number, you usually use a spin box to select the setting.

Clicking the upper triangul ar butto n raises the num ber. Clicking the lower button reduces the number.

Sometimes a number is one of a set of predefined values and appears in a list box.

If the parameter can take any number of alphanumeric settings, you type the setting into a text box.

If you place the mouse cursor over a box’s label, such as Value, and waiting a couple of seconds, the Setup utility displays helpful information.

You scroll the Tab bar , initialing by clicking the triangular button at the right end of the Tab bar.

10 Installing Amanda@Work.Group/Windows

Depending what tab is selected the triangular button can appear at either or both ends.

c. When you are finished, click Apply (and another tab) or OK (to exit and save

your changes).

Global settings are stored in the install.cfg file.

To define per-port settings:

See “Per Port Settings” on page 219 for an explanation of the per-port parameters. a. Select the Per Port Settings tab.

b. Select the parameter you need from the parameter list box. c. Select a value, often a mailbox number, for each port.

This dialog displays the maximum number of ports that the Amanda system can support. You only need to set the ports that you use.

d. When you are finished, click Apply (and another tab) or OK (to exit). Per port settings are stored in the install.cfg file.

Chapter 2: Getting Started 11

To define dial code s:

See “Defining Dial Codes” on page 25 for more information. The codes you define end up in the C:\AMANDA\PBX.DB\1001.PBX file.

a. Select the Telephone Switch Integration tab.

You will be setting dial codes for PBX 1 and PBX 2 (if you have a second switch-

ing system attached to your Amanda system.) b. Use the correct group box for the switch (PBX 1 or PBX 2). c. Verify or select the correct switching system from the list box. d. Click Edit Dial Codes.

The Dial Codes dialog box opens.

12 Installing Amanda@Work.Group/Windows

e. Type the codes in the text boxes. f. Select numbers of seconds and partial seconds for dial tone detection and

flash time. g. Click OK until you return to the Switching System Integration tab. h. Click Apply (and another tab) or OK (to exit).

Dial code settings are stored in the 1001.PBX or 2001.PBX file.

Chapter 2: Getting Started 13

To define telephone system integration patterns (DTMF):

You need to verify or create integration patterns using the Setup utility. See “Using the Trace File for Integration” on page 31 for information about retrieving integration information from the trace file. See “Adding Integration Patterns” on page 38 for more details about adding patterns to the .PBX files.

a. Select the Telephone Switch Integration tab.

You will be setting dial codes for PBX 1 and PBX 2 (if you have a second switch-

ing system attached to your Amanda system.) b. Use the correct group box for the switch (PBX 1 or PBX 2). c. Verify or select the correct switching system from the list box. d. Click Edit Integration Patterns.

14 Installing Amanda@Work.Group/Windows

The Integration Patterns dialog box opens. If no integration patterns have been set for this switching system, the dialog looks like the following figure:

If some integration patterns have been set, the dialog box looks similar to the following figu re:

e. Click Add to create another integration pattern. f. Then type the pattern in the new text box that appears on the dialog box. g. Repeat steps e and f for other patterns. h. To edit an existing pattern, s elect the pattern and click Edit. Use the Edit dia-

log box to modify the pattern. Then click OK.

i. To delete a pattern, select th e patt ern and click Delete.

Chapter 2: Getting Started 15

j. To change the order of your patterns, select a pattern to be moved. Click

Move Up or Move Down. k. Click OK to return to the Switching System Integration dialog box. l. Click Apply (and another tab) or OK (to exit).

IPS

: Click the Delete button next to an integration pattern to delete a pat-

tern. You can also edit existing pat terns by placing your cursor in the text box for that pattern.

Integration settings are stored in the 1001.PBX or 2001.PBX file.

To define serial port setting s:

You define serial port settings for any serial ports used by Amanda, for example, for faxing and serial integ ration ( SMDI). S ee “Using a F ax Modem” on page 85 for more information about using a fax modem with Amanda. See “Chapter 8: Using Serial Integration” for details about serial integration.

a. Select the Serial Port Settings tab.

b. Use one of the Serial Port group boxes for each device. It is a good idea to use

Serial Port 1 for COM1, Serial Port 2 for COM2, etc., but that isn’t required. c. use the spin boxes and list boxes to select the correct settings for the device. d. Click Apply (and another tab) or OK (to exit).

The Serial Port Settings tab is only one of the tabs that must be set for serial integration and fax modems. For serial integration you must also set the options on the SMDI Settings tab. For a fax modem, you must set the options on the Fax tab, and you might set the Hot Box Settings tab.

Serial port settings are stored in the install.cfg file.

To define serial integration settings (in addition to those for the serial port):

See “Chapter 8: Using Serial Integration” for details about the settings to be used for each type of serial integration:

16 Installing Amanda@Work.Group/Windows

• Bellcore Standard

• NEC 2000 and NEC 2400

• AT&T System 75 or Definity-G3

• Ericsson MD-110 system s

• Generic which can apply to other types of serial integration when the options are set correctly

a. Select the SMDI Settings tab.

b. This dialog has list boxes, text boxes, and spin boxes. c. Click Apply (and another tab) or OK (to exit).

SMDI settings are stored in the install.cfg file.

To define fax settings (in addition to those for the serial port):

See “Using a Fax Modem” on page 85 for more information ab out using a fax mo dem with Amanda. You might also need to use the Hot Box Settings tab. See “Detecting a Fax Machine Automatically” on page 90.

Chapter 2: Getting Started 17

a. Select the Fax Settings tab.

b. Set the appropriate text boxes, etc. for your fax modem.

Make sure that you scroll to see and select values for the complete set of parameters.

c. Click Apply (and another tab) or OK (to exit). Fax settings are stored in the install.cfg file.

To define hot box settings:

A hot box is mailbox to which Amanda goes when the system detects special PCPM tones. You can have up to 24 ho t_boxes . For example, y ou can conf igure a h ot_bo x to detect connections from TDD machines for deaf communications.

In most cases, only one hot_box is defined to detect fax tones and the remainder are unused.

See “Hot Box Settings” on page 227 for an explanation of the hot box settings.

18 Installing Amanda@Work.Group/Windows

a. Select the Hot Box Settings tab.

b. Set one or more of the possible PCPM codes. c. Click Apply (and another tab) or OK (to exit).

Hot box settings are stored in the install.cfg file.

To define outdial settings:

The outdial parameter settings control special mailbox options. You provide a mailbox for each telephone digit that becomes a special mailbox

option. While logged into a mailbox, a user presses 7 to reach special options, then a digit, 0-9, depending on what you specify here. Then Amanda executes the tokens in the extension field of the mailbox you specify for that digit.

See “Outdial Settings” on page 228 for an explanation of the outdial settings.

Chapter 2: Getting Started 19

a. Select the Outdial Settings tab.

b. Set one or more digit to the appropriate mailbox number. c. Click Apply (and another tab) or OK (to exit).

Outdial settings are stored in the install.cfg file.

To exit without saving any chan ges that have no t already been applied:

a. Click Cancel.

You see the following message:

b. Click OK to exit Setup.

Using AccuCall Wizard to Create a PCPM Tone Table

The Brooktrout drivers in your Amanda voice server must be trained to recognize the tones your telephone swi tching syst em uses for busy, hangup, and so on. AccuCall W izard is a painless way to determine the frequency and cadence of tones. If it is not successful AccuCall Plus can resolve problem tones.

20 Installing Amanda@Work.Group/Windows

To train your Brooktrout voice boards to recognize tones:

1. Connect your telephone switching system to the voice boards in Amanda voice server.

2. Program your telephone switching system.

3. From the Start menu, select Start⇒Programs⇒Brooktrout⇒AccuCall for Win- dows.

4. Follow the instructions in “Using AccuCall Wizard” on page 57.

Setting Up pcANYWHERE Software

Your Amanda voice server comes with an external data modem and a copy of pcANYWHERE 9.2, an application that allows The Amanda Company customer service representatives to dial into your Amanda system. You can run pcANYWHERE over a TCP/IP network instead of the modem—if that is more convenient.

You can also access the server using pcANYWHERE. However, The Amanda Company only provides one license for pcANYWHERE, and that is for the copy of it running on Amanda voice server. You will need one for your workstation. pcANYWHERE can be purchased at a PC software store.

The modem software must be installed before you start the following procedure. (In the Control Panel, click Modems and add your modem’s software, etc.)

To setup pcANYWHERE:

1. Unless you will be using the network for communication, connect the external data modem to COM4. This is the only 25-pin serial port on your system.

2. From the Start menu, select Start⇒Programs⇒Symantec⇒pcANYWHERE. pcANYWHERE’s main window appears.

3. Click the Be A H ost PC button to specify your c onnection type. If you use a dial-up connection with a modem, select Modem. If you use a TCP/IP connection, select Network.

4. On the File menu, select Wait For Connection.

5. Once the connection is made, you are asked for your logon account name and password.

The default account name is AMANDA. The default password is AMandA.

OTE

: The default security type is pcANYWHERE security.

If you have any additional questions or problems using pcANYWHERE, please contact Amanda technical support at (800) 800-9822.

Chapter 2: Getting Started 21

Running Amanda Server as a Standalone

If you are not connecting Amanda voice server to a network, the out-of-box settings for networks will not cause a problem. However, when running clients such as Amanda Administrator and Amanda Monitor on the server, use localhost as the server name when you log on to the server.

Attaching Amanda Server to a Network

Your Amanda voice server can run on a TCP/IP network. The two types of networks you may encounter are Windows Domains or Windows Work Groups. Before attaching Amanda to the network, you set up the appropriate accounts and addresses. See the instructions in “When Working with a Windows NT or 2000 Domain” and “When Working with a Windows WorkGroup” below.

When Working with a Windows NT or 2000 Domain

Every computer that is a member of the domain must have an account on the PDC (primary domain controller). These accounts give computers the rights needed to access other computers on the network and are created by your network administrator.

The Amanda Server computer must have a PDC account so that it can be logged into the network. You must configure the Amanda computer for the same domain as the other computers on the network and assign it a static (fixed) IP address.

In a Windows Domain environment, all security is centralized using the PDC. Only after you assign an IP address to the Amanda Server computer and log into the domain using the new account created for it can you access the network. You should see the Amanda Server computer in Network Neighborhood for the domain.

When Working with a Windows WorkGroup

All the computers in the network are peers so there is no centralized security. This means that network users can access the Amanda Server computer as long as you create Amanda accounts for them on the Amanda Server computer. The Amanda system handles its own security under the Administrative Tools / User Manager.

To make things easy, create Amanda accounts using the same names and passwords that the users enter to log on to the network. In this configuration, all you need to do is configure the Amanda Server for the same WorkGroup name and assign it a static (fixed) IP address. The subnet mask should also be the same as the other computers on the network.

OTE

: If your Windows s erver dynamically (automatically) assigns I P addr ess -

es using a DHCP, you must still assign the Amanda Server computer a fixed IP address.

22 Installing Amanda@Work.Group/Windows

Setting Network Properties

Regardless of the type of network, you must set network properties. However, there is an additional step for Windows NT or 2000 Domain networks.

To set network properties:

1. Right-click the My Network Places icon on the computer’s desktop. A dialog box appears.

2. Right-click the Local Area Connection and click Properties. The General tab displays your basic network conf iguration lis ting component ser vices

and network protocols .

3. Select the Internet protocol and click Properties.

4. Configure the Amanda system with an IP address and subnet mask using the same TCP/IP scheme as the other computers on your network.

a. See your network administrator for a fixed IP address you can assign to the

WorkGroup II system.

b. Enter the IP address, subnet mask, and gateway IP if applicab le and click OK.

5. On the desktop: a. Right-click the My Computer icon and click Properties.

b. Click the Network Identification tab and then the Properties button. c. Where it says “Member of”, configure this system for the same Domain or

Work group the Amanda Server will be joining, and click OK.

d. If you are addin g the Amanda server to a Domai n, your network administr ator

will need to validate this computer so it can join the network by providing the correct account and password when prompted. Click OK when this is done.

OTE

: When configuring the Amanda Server for a Work gr oup, the admin-

istrator account and password are not required.

6. Reboot the computer: a. Click Start⇒Shutdown from the Start menu.

b. Select the Restart option button from the Shut Down Windows dialog box.

7. Do not make the recovery disk until after that reboot.

Backing Up the Initial Amanda Settings

The Amanda Company strongly recommends that you back up your initial Amanda settings, but only AFTER doing all of the following:

• After creating the PCPM tone table Using AccuCall Wizard (or AccuCall Plus)

• After defining dial codes using Amanda’s Setup utility

• After defining integration patterns using trace files and Amanda’s Setup utility

• After setting Amanda’s configuration options using Amanda’s Setup utility

Chapter 2: Getting Started 23

To back up initial settings:

1. Have one empty, formatted floppy disks ready for use.

2.From the Start menu, select Start⇒Programs⇒Amanda⇒InitBackup.

3. Follow the directions on the screen.

OTE

: To restore the settings backed up in this way, select Start⇒

Programs⇒Brooktrout⇒Initial Settings Restoration Utility.

Creating an NT Emergency Repair Disk

The Amanda Company strongly recom mends that you create an NT emer gency repair disk in case any problems should occur with your NT system. Only create this disk AFTER rebooting the computer so that all the network settings you specified are in ef f ect. (This is the reboot mentioned in “Attaching Amanda Server to a Network” on page21—not an additional one.)

To create the NT Emergency Repair Disk:

1. Have a floppy disk ready for use (it doesn’t have to be formatted).

2. From the Start menu, click Start⇒Run.

The Run dialog box appears.

3. Type the following in the Open text box:

rdisk /s

4. After some con fi gu rati on i nfo rmati on is s aved , a mes s age box asks if you want to create an Emergency Repair Disk.

5. Click Yes and follow the directions on the screen.

24 Installing Amanda@Work.Group/Windows

Chapter 3:

Defining Dial Codes

To communicate with the telephone switching system, Amanda must know the switching system’s dial codes. Most Amanda systems are connected to only one switching system, but you can connect your system to two.

By default, the 1001.PBX file is used to store dial codes for the first switching system. If you have a second switching system, it uses 2001.P BX .

As part of a new installation, the file 1001.PB X is created for you bas ed on t he Pan ason i c KX-T308/616/1232 telephone switching system. If you are upgrading your Amanda system, the file you used for dial codes in the past will be renamed to 1001 (and 2001 if two switches are used). Also, the Setup utility may not know what switching system your dial codes file is based on. The names of the switching systems appear in the .PBX files containing codes for these systems and are displayed by the Setup utility. Yours may be based on an older version of Amanda that did not have t he swi t ching system names in the files. If so, yours may be identified by Setup as “not defined.”

OTE

: Instead of using Setup, you can edit your .PBX file in the C:\AMAN-

DA\PBX.DB directory using the JOVE utility. See “Chapter 12: Utilities,” in Administering Aman da@Work.Grou p/Windows for information about JOVE.

To define dial code s:

1. From the Start menu, select Start⇒Programs⇒Amanda Server⇒Setup. The Amanda Setup dialog box opens. The Setup utility’s basic operation is explained in “Logging On to Amanda” on

page 5.

26 Installing Amanda@Work.Group/Windows

2. Select the Telephone Switch Integration tab.

Most companies have only one telephone swit chin g system and it is probably al ready listed as the current switch in the PBX 1 group box. However, your company may have two telephone switching systems.

3. If the wrong telephone switching system is current or no telephone switching system has been selected, select the switching system for which you are setting dial codes from the current switch drop-down list box.

For example, if you are setting up a second switching system, you use the list box in the PBX 2 group box. Otherwise you use the list box in the PBX 1 group box.

If your telephone switching system is not listed, pick one that is similar to it and define its settings to fit your system.

4. Click Edit Dia l Codes.

Chapter 3: Defining Dial Codes 27

The Dial Codes dialog box opens.

Some codes may have been preset for this telephone switching system, but you can change them, if necessary , and add others .

Pressing the Tab key moves you from one code to the next.

5. Use the following Dial Codes Table to understand each of the codes displayed on the screen.

6. Type in appropriate new settings, change existing setti ngs, an d leave unused dial codes blank.

7. When you have finished defining the dial codes, click OK to return to the Telephone Switch Integration tab.

8. Click OK to exit Setup or select other buttons and tabs as needed.

28 Installing Amanda@Work.Group/Windows

Dial Code Parameter

Dial Code Parameter Description

What to dial to put the caller on transfer hold:

What to dial when there is no transfer dial tone:

The code Amanda dials to ask the telephone switching system to put the caller on transfer hold before transferring a caller to an extension.

Usually, this code is “F -” (a h oo kflas h followed by a half-second pause). Thi s may need to be changed to “F--” (a hookflash followed by a one-second pause) or “F,” (a hookflash followed by a two-second pause) for telephone switching systems that are slow to provide a transfer dial tone after a hookflash. (Don’t use the quotation marks in the dial code.)

If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is the dl_dtwait option.

If tmo_dtwait is greater than 0, the number of dashes set for this option is irrelevant. Use the value 0 for tmo_dtwait for faster call processing. For more information about tmo_dtwait, see “Number of seconds to wait for dial tone detection:” on page 30.

The code Amanda dials to return to the caller if both of the following are true: You configure Amanda to wait for a transfer dial tone before transferring a call to

an extension There is no transfer dial tone In this case, Amanda treats the attempted transfe r as though the extension was bus y. Some telephone switchi ng systems use “F-”, others use “-”. (Don’t use the qu otation

marks in the dial code.) If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is

the dl_ndtret option.

What to dial to return to the caller after ring no answer:

What to dial to return to the caller after busy:

What to dial after a call screening reject:

During supervised transfers, if the extension rings the specified number of times but is not answered, Amanda dials this code to ask the telephone switching system to reconnect the caller to Amanda. (See the questionnaire in “Chapter 5: Configuring Amanda” for more information about configuring the number of rings.)

Usually, this code is “F-”. (Don’t use the quotation marks in the dial code.) If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is

the dl_rnaret option. During supervised transfers, Amanda dials this code to ask the telephone switching

system to reconnect the caller to Amanda if the extension is busy. Usually, this code is “F-”. (Don’t use the quotation marks in the dial code.) If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is

the dl_bsyret option. The code Amanda dials to reconnect to the caller if all of the following are true:

Amanda is performing a supervised transfer Call screening is ON The user at the extension that was called rejects the caller In this case, Amanda plays the mailbox’s current greeting. Usually, this code is “F-”. (Don’t use the quotation marks in the dial code.) If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is

the dl_hupret option.

Chapter 3: Defining Dial Codes 29

Dial Code Parameter

Dial Code Parameter Description

What to dial to connect a caller to an extension:

What to dial before the mailbox extension:

What to dial after the mailbox extension:

What to dial when the system first starts up:

During supervised transfers, Amanda dials this code to comp lete the call transfer after detecting an answer at the called extension. If call screenin g is ON, Amanda dials this code only after the user at the extension accepts the call.

Usually, this code is “H” (for Hang up). (Don’t use the quotation marks in the dial code.)

If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is the dl_connect option.

If Amanda needs to dial something after dial tone detection, but before dialing the extension number, enter that code here.

Usually this is left blank. If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is

the dl_prefix option. If Amanda needs to dial something after dialing the extension number, enter that

code here. Don’t use an “H” for a blind transfer here because this setting is global. Sometimes

you need “1-” to bypass the hands-free answer feature (voice announce) on some telephone systems. (Don’t use the quotation marks in the dial code.)

If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is the dl_suffix option.

If you want Amanda to dial some initialization codes as the system starts up, define those codes here. For example, you may want to remove call forwarding on the ports.

Usually this is left blank. If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is

the dl_init option.

What to dial when the system perform s a shutdown:

What to dial to create/ record a conference call:

If you want Amanda to dial certain codes as the system shuts down, define those codes here. For example, enabling call forwarding on the ports lets a live operator take the calls when Amanda shuts down.

Usually this is left blank. If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is

the dl_stop option. Controls how to do a conference call when the called party answers the telephone.

You provide the digits used to conference the caller, called party, and Amanda (for example, “*3”). (Don’t use the quot ation mark s in the dial cod e.) If your teleph one switching system does not have this capability, leave it blank.

For example, if the Extension field for a mailbox contains 127KM, Amanda dials

127. When an answer is detected, Amanda dials the conference dial code (such as “*3”) which conferences the caller, the called party, and Amanda. Instead of hanging up when the system conn ects the two parties, Amanda records the conv ersation as a message in mailbox 127.

If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is the dl_conference option.

30 Installing Amanda@Work.Group/Windows

Dial Code Parameter

Dial Code Parameter Description

Which DTMF tone to listen to for hangup detection:

What to dial to turn on the message waiting indicator:

What to dial to turn off the message waiting indicator:

If your telephone s witching system plays a specific DTMF tone or s equence of tones when a caller hangs up (to make hangup detection faster), enter that DTMF digit or sequence here.

If your telephone switching system has this capability, the code is usually the letter “d” which represents DTMF D. This may be a sequence of DTMF d igits rather than a single DTMF digit. The maximum length is 10 characters. If your system does not support this feature, leave it blank.

If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is the dt_hangup option.

Controls what DTMF digits are dialed by Amanda to enable message notification automatically when a new message is left. This value is used only with the KA(1) token.

Most popular telephone swi tching systems have a default valu e. If this field is blank for your switching system, enter the DTMF digits which enable a message waiting indicator on your telephone sets. To have Amanda dial these digits, use KA(1) in the notify method field. Amanda replaces KA(1) with these digits. For more information, see “KA(on_off)” on page 147 for more information.

OTE

ing indicators on and off. using the KA(1) token.

New installations automatically ha ve notification te mplates that turn message wait-

If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is the dl_light_on option.

Controls what DTMF digits are dialed by Amanda to disable message notification automatically when a new message is played or deleted. This value is used only with the KA(0) token.

Most popular telephone swi tching systems have a default valu e. If this field is blank for your switching system, enter the DTMF digits which disable a message waiting indicator on your telephone sets. To have Amanda dial these digits, use KA(0) in the notify method field. Amanda replaces KA(0) with these digits. For more information, see “KA(on_off)” on page 147 for more information.

OTE

ing indicators on and off. using the KA(0) token.

New installations automatically ha ve notification te mplates that turn message wait-

If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is the dl_light_off option.

Number of seconds to wait for dial tone detection:

Number of 1/100 seconds to use for Flash time:

This is the number of seconds Amanda waits for your telephone switching system to provide a continuous dial tone fo r one full second. If your sys tem has few DTMF receivers or intercom paths for call transfers, one m ay not be im mediately available for Amanda to transfer a call. In this case, this number should be greater than 0.

Use 0 when Amanda does not wait for a dial tone (as when the telephone switching system returns stutter dial tone or silence on a transfer). A good value is 4 (seconds) when the system does wait for a dial tone. The range is 0–127.

If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is the tmo_dtwait option.

Determines how long Aman da remains on-hoo k while performi ng a hookflash. The value is in hundredths of seconds.

The usual value is 55 (just over half a second). When set too short, the hookflash does not happen; when set too long, it hangs up. If you are editing C:\AMANDA\PBX.DB\1001.PBX instead of using Setup, this is

the flashtm option.

Chapter 4: Defining Integration Patterns

Using the Trace File for Integration

If your telephone switching system supports DTMF integration (also called inband integration), you must verify or set integration patterns for it using the Setup utility.

Depending on the telepho ne swi t chi n g sy st em yo u sel ect, s ome of th e integ rat i on pa tterns might be already filled in. Many telephone switching systems are programmable, so patterns supplied by The Amanda Company can still need modification.

When The Amanda Company could not supply integration patterns, you can usually find them in the manual that comes with your telephone switching system.

If all else fails, you can:

1. Perform tests that add integration information to the TRACE.OUT file.

2. Convert that information to a set of integration patterns.

3. Add the integration patterns to the 1001.PBX file in the C:\AMANDA\PBX.DB directory using the Setup or JOVE utilities.

OTE

: See “Chapter 12: Utilities,” in Administering Aman-

da@Work.Group/Windows for information about JOVE.

Using an Integrati on Pat te r n to Cap tur e Data

To perform the tests, you use only one integration pattern in the 1001.PBX or 2001.PBX file.

To create an integration pattern for use during testing:

1. From the Start menu, select Start⇒Amanda Server⇒Setup. The Amanda Setup dialog box opens.

2. Select the Telephone Switch Integration tab.

32 Installing Amanda@Work.Group/Windows

This process makes a backup copy of your current switching system settings—if you had any. The backup file is named 1001.BAK or 2001.BAK and can be renamed to

1001.PBX or 2001.PBX at a later date to restore the original settings—if appropriate.

3. From either the PBX 1 or PBX 2 group box (depending on which switching system you are determining integration patterns for), select or reselect a telephone switching system from the list box .

Either select the exact system or one that is similar.

4. Set the dial codes for your switching system using the information in “Defining Dial Codes” on page 25.

5. Click Edit Integration Patterns.

Chapter 4: Defining Integration Patterns 33

The Integration Patterns dialog box opens. This dialog box may have no settings as shown in the next figure.

Or it may come with several predefined integration patterns for your telephone switching system.

The next two figures show the predefined integration patterns for a Toshiba model and an AT&T model.

34 Installing Amanda@Work.Group/Windows

Many telephone switching systems are programmable, so existing patterns may still need modification. You can verify that the existing patterns are accurate by checking the manual for your telephone switching system.

: You can press Tab to move from setting to setting. Click Delete to

remove any unnecessary integration patterns.

6. In the Integration First Digit Timeout spin box, select a number of tenths of seconds. A value of 0 prevents integration. Any other value is the amount of time that Amanda

will wait for information from the telephone switching system. A suggested value for this timeout is 10 (which equals 1 second ). In some cases you may need a value of 15 or 20.

7. Create the following pattern:

rrrrrrrrrr

This new integration pattern will capture up to 10 digits of In Band Signaling that will be displayed in the trace file for later inclusion in 1001.PBX or 2001.PBX.

Creating Test Patterns

After enabling the Trace capability and restarting Amanda, the telephone switching system must be programmed to perform the following capabilities:

• Select an extension that forwards on Ring No Answer to Amanda.

• Select another extens ion that for wards to th e above extens ion on Ring No Answer.

• Select a third extension that forwards on Busy to Amanda.

• Select a fourth extension that forwards to the third extension on Busy.

• Select a fifth extension that forwards all calls to Amanda.

• If applicable, create a hunt group that will forward back to Amanda if the hunt group is busy or rings without answer.

Chapter 4: Defining Integration Patterns 35

• Create a Direct Inward Line by having an outside CO trunk line ring at an extension that will forward on Ring No Answer and Busy to Aman da. Tests 5 and 6 below do not have CO line identification enabled. Tests 7 and 8 do.

Running the Tests

To run the tests:

• Restart Amanda.

Test 1

• Place a call to the extension that forwards on Ring No Answer to Amanda. Once Amanda has received the forwarded call, hang up.

Test 2

• Place a call to the second extension that is forwarded to the first extens ion. When Amanda has received the call, hang up.

Test 3

• Place a call to the third extension that forwards on Busy to Amanda. Make sure that the extension is offhook and connected to another extension or outside line. Once Amanda has received the busy forwarded call, hang up.

Test 4

• Place a call to the fourth extension that is busy forwarded to the third extension. Make sure that both extensions are offhook and either connected to each oth er, or to outside lines. Once Amanda has received the busy forwarded call, hang up.

Test 5

• Call in on the CO line that is directed to an extension that is forwarded to Amanda on Ring No Answer. Make sure that CO Line ID is disabled. Once Amanda receives the call, hang up.

Test 6

• Call in on the CO line that is directed to an extension that is forwarded to Amanda on Busy. Make sure that the CO Line ID is disabled. Once Amanda receives the call, hang up.

Test 7

• Repeat test 5 with CO Line ID enabled.

Test 8

• Repeat test 6 with CO Line ID enabled.

Test 9

• Call directly into Amanda from any extension. When Amanda answers the call, hang up.

36 Installing Amanda@Work.Group/Windows

Reading the Trace File

To read the trace file:

1. Shut down Amanda.

2. At the C:\AMANDA> prompt in the DOS box, type:

JOVE TRACE.OUT

3. Then press Enter. The first line should read similar to:

Oct 09 15:51:00 Begin trace of Amanda…

4. Press Ctrl+S to perform a search.

5. Type the following search text:

Using dtmf

6. Then press Enter. The JOVE editor searches for the first call’s integration pattern. The cursor should

move to the trace line that reads similar to:

Oct 09 15:53:00 ichan01: Using dtmf data: #123

The # sign indicates a Ring No Answer forwarded call, and the 123 (for example) is the extension that forwarded the call to Amanda. These digits could be any combination of DTMF digits. For example, the AT&T Partner sends:

#03##123#

The #03## is the Ring No Answer code, and the 123# is the extension number that forwarded. Different telephone switching systems (and often different models) send different digi ts.

7. WRITE DOWN THE INTEGRATION INFORMATION FOR THIS CALL.

8. Press Ctrl+S again.

9. Keep the same search string by just pressing Enter. You should progress to the next call’s digits.

10. WRITE DOWN THE INTEGRATION INFORMATION FOR THIS CALL.

11. Repeat steps 8 through 10 until all 9 integration stings have been recorded. Some of the patterns may be identical (although the extension may be different if you tested from different stations ).

12. To return to the C:\Am anda> prompt, press the following key combinations: Ctrl+X

Ctrl+C

13. To exit the DOS box, type:

EXIT

14. Then press Enter.

Chapter 4: Defining Integration Patterns 37

To decide what integration patterns to add:

1. Look at the integration pattern from Test 1. This represents a Ring No Answer call that forwarded to Amanda. Locate the characters that match the extension number that forwarded. On your notepad, rewrite the pattern so that the extension number is replaced by the lower case letter r’s. For example, if your pattern was “#123”, then your new pattern would be “#rrr”. In the case of the Partner example, the “#03 ##123# would be changed to “#03##rrr#.

OTE

: You may have 2, 3, 4 or more digits in your extension numbers. The

number of r’s will match the number of digits in you r extensio n dial plan.

2. Go to the integration pattern for Test 2. It may be similar to the one above, or it may contain a more complex pattern that has both the first and seco nd ex tensions listed. If the pattern is identical to the previous pattern (for example, #03##123#), draw a line through it on your notepad.

If both extensions are listed, determine which number was the first extension (originally called) and which was the second extension. If your pattern looks similar to “#122123”, then the 122 was the second extension, and 123 was the first extension. On your pattern, replace the first extension with the lower case r’s and the first extension with lower case s’s. Our example would look like “#sssrrr”. The Partner would change from “#03##122#123#” to #03## sss #rrr#”.

3. The integration pattern from Test 3 may be identical to the pattern from Test 1 (except for the extension number). If so, draw a line through it.

If not, then your switch sends a unique busy forwarded integration to Amanda. For example, the pattern may look like “*123”. The “*” denotes a busy forwarded call, and the “123” is the extension that forwarded. Replace the “12 3” with lo wer case b’s. Your pattern would now look like “*bbb”.

4. The integration pattern from Test 4 may be identical to the one from Test 3. If so, draw a line through it.

If not, then identify the first extension number and replace the number with lower case b’s. Identify the second extension number and replace the number with lower case s’s. Your pattern may have looked like “*122123” and should now look like “*sssbbb”.

5. The integration pattern from Test 5 is to differentiate a trunk based call from a station based transfer if the switch offers this level of differentiation. If this pattern is identical to pattern one or three, draw a line through it.

If not, evaluate the new pattern to see what other information was sent in addition to “123” which is the forwarding extension. If the integration pattern contains the trunk ID number (even though it is supposed to be disabled), replace the numbers with either x’s (if the trunk ID is insignificant).

6. Repeat step 11 for the pattern from Test 6, but replace the extension number with b’s rather than r’s.

7. Repeat step 11 for Test 7. If the pattern is identical to the one from Test 5, draw a line through it.

8. Repeat step 1 1 for Test 8, but replace the extension number with b’s rather than r’s. If the pattern is identical to the one from Test 6, draw a line through it.

38 Installing Amanda@Work.Group/Windows

9. Test 9 captures the signaling for a direct call into voice mail. The integration patt ern probably includes a prefix (usually 1 digit—but it could be several digits) and the extension number of the calling user. Replace the extension number with e’s.

10. It is extremely important that there are no duplicate integration patterns. To make sure that each pattern is different, list them on a piece of paper , then rewrite them chan ging all character codes to zeros. What is left are dial code masks which must all be different. For example, using the following dial codes:

#03##rrr#

which are all different. If any dial code masks are the same, you must modify the duplicates or delete them.

, the dial code masks are

1***000, #02#000#000#

1***eee, #02#sss#rrr#

#03##000#

, and

Adding Integration Patterns

You define integration patterns using the Setup utility.

OTE

: Instead of using Setup, you can edit your .PBX file in the C:\AMAN-

DA\PBX.DB directory using the JOVE utility. See “Chapter 12: Utilities,” in Administering Aman da@Work.Grou p/Windows for information about JOVE.

Using Setup

To define DTMF integration patterns using the Setup utility:

1. From the Start menu, select Start⇒Amanda Server⇒Setup. The Amanda Setup dialog box opens.

2. Select the Telephone Switch Integration tab.

Chapter 4: Defining Integration Patterns 39

Most companies have only one telephone swi tchin g system and it is pro bably already listed as the current switch in the PBX 1 group box. However, your company may have two telephone switching systems.

For example, if you are setting up a second switching system, you use the list box in the PBX 2 group box. Otherwise you use the list box in the PBX 1 group box.

4. Click Edit Integration Patterns. The Integration Patterns dialog box opens. This dialog box may have no settings as

shown in the next figure.

Or it may come with several predefined integration patterns for your telephone switching system.

The next figure shows the predefined integration patterns for a Toshiba model.

40 Installing Amanda@Work.Group/Windows

You can press Tab to move from setting to setting. Click Delete to remove any unnecessary integration patterns.

5. In the Integration First Digit Timeout spin box, select a number of tenths of seconds. A value of 0 prevents integration. Any other value is the amount of time that Amanda

will wait for information from the telephone switching system. A suggested value for this timeout is 10 (which equals 1 second ). In some cases you may need a value of 15 or 20.

6. In the Integration Interdigit Time spin box, select the number of tenths of seconds that Amanda waits between integration digits. The default is 10 (one second).

7. In the Integration Terminator text box, type a one-character strin g containing the ch aracter that terminates DTMF input. The default is the empty string.

8. Add, edit, or delete integration patterns as appropriate.

To add a pattern:

Using JOVE

1. Click Add.

2. Type the integration pattern in the box that appears.

To edit a pattern:

• Make correcting in the existing pattern by adding, replacing, or deleting characters.

For example, if a pattern is #6rr, the rr stands for any two-digit extension. If the #6 is accurate, but you plan to have three or four-digit extension numbers, you must do some editing. For three-digit numbers, change the Ring No Answer pattern to #6rrr instead of #6rr . ( See “Using Character Codes” on page 41 for more information about rrr and other codes.)

To delete a pattern:

• Click the Delete button beside the pattern to be deleted.

JOVE can be used to edit the 1001.PBX or 2001.PBX files to add integration patterns, but it is easier to use the Setup utility.

To add integration patterns to 1001.PBX using JOVE:

1. Open a DOS box: On the Start menu, click Programs, then MS-DOS Prompt.

2. At the DOS prompt, type the following to go to the PBX.DB directory:

CD C:\AMANDA\PBX.DB

3. Then press Enter.

Chapter 4: Defining Integration Patterns 41

4. Type:

JOVE 1001.PBX

5. Then press Enter. This is the same file we edited earlier.

6. Press Down Arrow until you select the line that reads:

integration 10 ‘rrrrrrrrrr’

7. Press Delete to remove this line.

8. Take the integration patterns you created in the previous procedure. Type each one on a separate line in 1001.PBX. For example:

integration 10 ‘#03##rrr# integration 10 ‘#03##sss#rrr# integration 10 ‘#00#ee#

OTE

: The 10 is a suggested value for the timeout. 10 equals 1 second. Any

other value is the amount of time that Amanda will wait for information from the telephone switching system. In some cases you may need a value of 15 or 20. A value of 0 prevents integration.

These are in addition to the dial codes and any other integration patterns that may have been in the original file. Enter them at the end of the file. Do not duplicate lines, but do remove any lines that are inaccurate.

9. To save and close the file, press the four following key combinations in order: Ctrl+X

Ctrl+S Ctrl+X Ctrl+C

Using Character Codes

You must modify the DTMF patterns so that the integration patterns become general (not specific to extensions 111 and 127). Call states and extension information are defined by using one of the character codes shown below. Each character code represents a call state, the position of the extension number in the pattern, and the number of digits in the extension. When inband signaling patterns/strings come from the telephone switching system, Amanda compares them to the defined integration patterns and decides how to handle the calls.

The character codes in the integration patterns are defined as follows:

Code Description

a Answer state

Amanda hangs up immediately.

b Busy call state

When bbb (or bbbb) appears in the integration pattern, Amanda checks the

Busy Chain. If the Busy Chain is blank, the system pl ays the custom busy message for mailbox bbb (or bbbb) or the system busy message.

42 Installing Amanda@Work.Group/Windows

Code Description

c ANI or Calle r ID digits

When a string of c’s appears in the integration pattern, Amanda stores the

DTMF characters at those locations in the port variable %H. With token programming the %H can be used to identify callers and so forth. A string of c’s is usually used wi th e’s, r’s, b’s, or t’s . Howev er, if none of these other int egration letters are used, the system just stores the digits that matched the string of

c’s and processes the call normally. The captured data appears in the Subject line for outside calls reviewed with Amanda Messenger and Amanda Unified Messenger.

e Direct dial call state (used to access a mailbox directly by Amanda asking for a

security code) When eee (or eeee) appears in the integration pattern, Amanda assumes the

caller wants to log in to mailbox eee (or eeee) and asks for the security code.

h Immediate hang up state

This is used to handle heartbeat or day/night automatic calls from the switching

system.

i Immediate record call state (plays the record tone and starts recording a mes-

sage) When iii (or iiii) appears in the integration pattern, Amanda begins recording a

message for mailbox iii (or iiii) without playing a prompt first.

r Ring- no-answer call state that indicates who the call was for and that it was not

answered When rrr (or rrrr) appears in the integration pattern, Amanda checks the Ring

No Answer (RNA) Chain. If the RNA Chain is blank, the system plays the cur-

rent greeting for mailbox rrr (or rrrr) or the system greeting. See the configuration option “integration_greeting” on page 202 for informa-

tion about how the system greeting can be played when an integrated call has

both the rrr and sss (or rrrr and ssss) fields set.

s Information regarding where the call came from (for handling message replies)

If sss (or ssss) is foun d in the i nteg ration pa ttern al ong with b’s or r’s, Amanda

recognizes mailbox sss as the sender of the message—if one is left.

t Trunk call or CO line ID; this can also be used for dynamic port allocation

When ttt (or tttt) appears in the integration pattern, Amanda processes mailbox

ttt (or tttt) normally. Whenever a call comes in on trunk line 3, for example,

mailbox 3 is processed. If trunk lines 1 to 20 support two companies that share

an Amanda system, mailbox’s 1–10 can have @G(990) in their Extension

fields—causing Amanda to play one co mpany’ s greeting. mailbox’ s 1 1–20 can

have @G(880) in their Extension fields—causing Amanda to play the other

company’s greeting.

x Wild card that matches anything (use this carefully)

For example 6xxxx woul d match every inb and signalin g pattern/stri ng that had

a 6 followed by four other characters.

Realize that the character codes you use define not only the placement of the extension information in the pattern, but also the call state, that is, Ring No Answer, Busy, Direct, and so forth. Therefore, you can control Amanda’s behavior based upon your specific requirements. For example, if your customer does not wish to allow for Busy call states, then modify the integration character codes and replace the b’s with r’s.

Some telephone switching systems have timing problems that cause the first DTMF digit to be missed. In such cases, it is useful to add integration patterns that are variations of the

Chapter 4: Defining Integration Patterns 43

current patterns. For example, you might add a second pattern for Direct calls ( in our example) as

***eee

. These are identical—except the first digit is missing in the

1***eee

second pattern. You can also try reducing the delay time (Delay option on SMDI tab in Setup utility).

Never remove leading digits from a pattern if they differentiate this pattern from another or if they are “active” digits (such as r’s and b’s).

44 Installing Amanda@Work.Group/Windows

Chapter 5: Configuring Amanda

Using This Chapter

This chapter contains a questionnaire that helps you determine exactly how your customer needs his Amanda system to be set up. It also guides you as you configure an Amanda system for the first time. Fortunately, The Amanda Company has configured Amanda so that over 90% of the configuration parameters need no change whatsoever.

For a complete list of the configuration options, see “Chapter 13: Configuration Reference.”

Using the Questionnaire

Use this “First Use” questionnaire to find out how your customers prefer to use their Amanda system. Use the results as you run Setup, selection 3, to set configuration options, and as you create the mailbox template (usually mailbox 997). Then create mailboxes for users.

Question Column

The questions address:

• How Amanda handles all callers.

• How Amanda interacts with most users. You assign new users the options that give them an initial, usable mailbox configuration. After each mailbox has been created, the System Administrator can change these options, and the users themselves can change some options.

• System Administration issues.

During your interview with the client, you will use the Question and Circle Response columns in this questionnaire to select the Amanda features for this site.

Location and/or Parameter Column

The contents of this column indicate whether you are changing the setting of a parameter, a field in the 997 mailbox (the template mailbox), and so on.

To display the Mailbox window (if you are not logged onto Amanda Administrator):

1. Start Amanda Administrator. The Administrator Logon dialog box appears.

2. Enter your password in the Logon dialog box . The mailbox List dialog box appears.

46 Installing Amanda@Work.Group/Windows

3. Enter 997 (or the mailbox for the default template). The Mailbox window displays template 997.

To display the Mailbox window (if you are already logged onto Amanda Administrator but displaying another window):

1. Click the Mai lbox menu and select mailbox. The mailbox List dialog box appears.

2. Enter 997 (or the mailbox for the default template). The Mailbox window displays template 997.

For each feature, the Location column indicates whether the setting to be changed is a mailbox setting or a configuration parameter setting.

The mailbox settings are to be changed for mailbox 997, the mailbox that servers as a template for other mailboxes. If you have changed the template to another mailbox, change that mailbox’s settings instead of the settings for mailbox 997.

The configuration settings are stored on the Amanda server in C:\AMANDA\INSTALL.CFG. However, you reset them using the Setup utility. The Setup utility’s basic operation is explained in “Logging On to Amanda” on page 5.

First Use Questionnaire

Question

1) Do you want to continually remind users to set up the ir mail boxes using the tuto rial?

2) Amanda normally says “Pleas e hold while I try that extensio n” as the system transfers a call. This feature can be turned off.

Do you want Amanda to say “Please hold….?”

3) If YES to 2, Amanda can “Pl ease hold while I try that extension.” OR “Please hold for” and plays the callee’s name an d extension recording.

Do you want Amanda to say the name of the callee?

4) Later Amanda may say, “Please continue to hold.”

Do you want Amanda to say this?

Circle

Response

YES Global se tti n gs pa ram et er

NO Set the parameter to False. Amanda does not suggest

YES Global se tti n gs pa ram et er

NO Set the para meter to False

YES Global se tti n gs pa ram et er

NO Set the para meter to False, which is the default.

YES Global se tti n gs pa ram et er

NO Set the para meter to False

Location and/or

Parameter

use_tutorial

please_hold

id_callee

please_hold2

Action

Set the param eter to True, which is the default. Amanda suggests t h at th e us er use the tutorial to set up his or her mailbox. Amanda continues to make this suggestion until the mailbox has been set up.

that the user us e the tutoria l.

Set the para meter to True, w h ich is the defau lt.

You can also bypass this message for individual mailboxes using the Token Programmi ng Language (although only blind transfers are supported).

Set the paramete r to True. Amanda s ays, “Please ho ld for name_ext_recording.”

When False, Amanda says, “Please hold while I try that extension.”

Set the para meter to True, w h ich is the defau lt.

5) Do you want callers to be able to hold for busy extensions?

YES Global se tti n gs pa ram et er

NO Set the Caller Can Hold check box to F for False.

cancel_busy_hold

Set the Caller Can Hold check box to T for True, which is the default.

Chapter 5: Configuring Amanda 47

First Use Questionnaire (Continued)

Question

6) If YES to 5, do you want active or inactive hold?

On active hold, the caller is prompted to press * to remain on hold.

On inactive hold, the caller takes no action to stay on hold.

(800 number s benefi t from us ing active hold, because the calle r ca nnot leave the telephone una tt ended.)

7) If YEs to 5 and a caller is on hold, Amanda reports how ma ny ot hers are waiting for the same callee by saying, “There are n calls ahead of yours.” before starting the hold music.

If the caller is the first in line, Amanda can say, “There are 0 calls ahead of yours.” or just play hol d music.

Do you want Amanda to say that 0 calls are in the queue?

8) Do you want Amanda to verify that a caller is still on the telephone before transferring the call to an operator?

(Amanda asks th e cal ler to “Say yes at the tone” before transferring the call.)

Circle

Response

ACTIVE Global settings paramet er

INACTIVE Set the para meter to F for False.

YES Global settings paramet er

NO Set the parameter to False to only play hold music in

YES Global settings paramet er

NO Set the para meter to False.

Location and/or

Parameter

active_hold

always_report_

queue_position

dtmf_gate

Action

Set the para meter True, wh ich is the default.

Set the para meter to True.

this case.

Set the para meter to True, w h ich is the defau lt.

9) Do you want direct messages to play the Name/E xtension recording instead of the mailbox’s greeting?

(A direct message is left in a user’s mail box without attempting to ring that user. By default, Amanda plays the mailbox’s greeting. The Name/ Ext recordi ng is shorter than t h e mailbox’s greeting.)

10) Do you want Amanda to answer all incoming calls or only answer when the oper ator cannot get to the phone within a certain number of rings?

(This decision can vary from port to port.)

11) Do you want callers who use the company directory (41 1) to pr ess * to transfer to the mailb ox be ing described?

12a) Do you want users and callers to be able to li s ten to, rerecord, or cancel messages and greetings that they create?

YES Global settings paramet er

NO Set the parameter to False to play the mailbox’s greet-

ALL CALLS Per port parameter is

AFTER x RINGS

What is x?

YES Global settings paramet er

NO Set tmo_dir_transfer to 0.

YES Global settings paramet er

NO Set both parameters to False.

short_direct_

send

n_rings

tmo_dir_

transfer

are and

end_rec_menu

record_menu

Set the parameter to True to pl ay the user’ s Name and Extension Recording.

ing (which is the default).

Set n_rings to 1 for each port. The default is one ring on each port.

(Amanda is being set up as a primary at te nda nt.)

Set n_rings to x for each port, where x in the number of rings. (Amanda is being set up as a secondary attendant.)

Set tmo_dir_transfer a number greater than 0. The default is 2.

Set both parameters to True, which is the defa ul t.

48 Installing Amanda@Work.Group/Windows

First Use Questionnaire (Continued)

Question

12b) Do you want users and callers to hear a prom pt b efore they st art r ecording or just the beep?

The prompt is “Begi n recording at the tone. Finish by pressing # or hanging up.”

13) When a user listens to messages, should Amanda start with his first new (unheard) message or the first message in his message list (whether heard or unheard)?

14) What time stamp should a forwarded messag e have ? You can us e the time the mes s age was recorded or the time the message was forwarded.

(When you use the time th at the message was recorded, the person receiving the forwarded message may think delivery was slow and be confused—unless the person forwarding the message adds a comment.)

15) Do you want Amanda to tell the user the date and time a message was recorded before playing t he message?

This option can be modified for each user.

Circle

Response

PROMPT and BEEP

BEEP ONLY Set

NEXT NEW MESSAGE

FIRST MESSAGE IN LIST

TIME RECORDED

TIME FORWARDED

YES Mailbox 997 setting From the O ptions group box, select the Play Date &

NO From the Options group box, clear the Pla y Dat e &

Location and/or

Parameter

Global settings parameters are

begin_rec_prompt record_menu

Global se tti n gs pa ram et er

play_new_first

Global se tti n gs pa ram et er

timestamp_

forwards

Action

begin_rec_prompt

Set fault. Set fault.

record_menu

Set the para meter to True.

Set the para meter to False, which is the default.

Select the parameter to T ru e, which is the d efault.

Set the para meter to False.

Time check box.

record_menu

begin_rec_prompt

OTE

to True, which is the default.

A user can alwa ys get the mess age date/ti me by pressing 74 during the message even if this option is set to NO.

to True, which is the de-

to True, whic h is the de-

to False. Set

16) If YES to 10, do you want Amanda to say ‘today’ and ‘yesterday’ instead of the ex act date? This option is set for all users.

17) How many times should the telephone ring before Amanda decides the user is unavailable?

(After these rings, Amanda takes a message, reroutes the call, or does whatever the sy stem is conf igured to do for Ring No Answer.)

18) Do you want users to be able to turn Do Not Disturb on and off?

19) Do you want Do Not Disturb initially ON or initially OFF?

YES Global se tti n gs pa ram et er

NO Set the para meter to False.

1 2 3

4 5 6

7 8 9

YES Mailbox 997 setting From the Options group box, clear the Do Not Disturb

NO From the Options group box, select the D o N ot Dis-

ON Mailbox 997 setting From the O ptions group box, select the Do Not Dis-

OFF From the Options group box, clear the Do Not Disturb

abbreviate_dates

Mailbox 997 setting In the Opti ons group box, the current default for A d-

Select the parameter to T ru e, which is the d efault.

just Maximum Rings is 0, which means 4 rings. If the circled number is not 4, se lect the Adjust Max-

imum Rings check box and en te r the circled number into the text box.

AUTION

fields (to perform a partiall y supe rvised transfer), Maximum Rings must be set to 1.

Lock check box.

turb Lock check box.

turb check box.

check box.

If you are using the U token in Extension

Chapter 5: Configuring Amanda 49

First Use Questionnaire (Continued)

Question

20) Do you want users to be able to turn call screening on an d off?

(Call screening allows users to accept or reject calls based on who i s calling.)

21) Do you want call screening initially ON or initially OFF?

22) Do you want callers to be able to leave mess ages f or t h e user s t hey call?

23) Do you want everyone to use the same greeting (and in the sam e voice) when the telephone is not answered?

(NO allows each user to create his own greeting.)

Circle

Response

YES Mailbox 997 setting From the Options group box, clear the Call Screening

NO From the Options group box, select the Call Screen-

ON Mailbox 997 setting From the O ptions group box, select the Call Screen-

OFF From the Options group box, clear the Call Screening

YES Mailbox 997 setting From the Messages group box, select the Store check

NO From the Messages group box, clear the Store check

YES Mailbox 997 setting From the Personal Greetings group box, selec t th e

NO From the Personal Greetings gro up box, clear the

Location and/or

Parameter

Action

Lock check box.

ing Lock check box.

ing check box.

check box.

box and enter number of seconds for each message into the Maximum Length text box.

box. If the Copy Messages To text box has a mailbox dif-

ferent from none, do the fo ll ow i ng: 1 Select the Copy Messages To check box. 2 Type none in the Copy Messages To text box. 3 Clear the Copy Messages To check box.

RNA Lock check bo x.

RNA Lock check bo x. Each user should record a gree ti ng a nd a N ame/Ex-

tension recording. Until a user records these, the system greeting and Name/Extension recording are used. When the user records Greeting 1, th e Current Greeting setting changes from 0 to 1 automat ical l y. The user may also control what greetin g is use d. (A ma nda@Work.Group/Windo w s provides 7 greetings per mailbox.)

50 Installing Amanda@Work.Group/Windows

First Use Questionnaire (Continued)

Question

24) If YES to 23, do you want to use Amanda’s system greeti ng or a company-wide custom greeting when a telephone is not answered?

(The system greeting is “Please leave a message for” followed by the system or custom Name/E xtension recording.)

Circle

Response

SYSTEM Mailbox 997 setting From the Personal Greetings group box, clic k the

CUSTOM From the Personal Greetings gro up box, click the

Location and/or

Parameter

Action

button after the RNA box.

The Greeting List dialog box appea rs. Sel e ct Syste m and click OK. From the Greeting List dialog box that appears, select System.

button after the RNA box. When the Greeting

List dialog box appears, select 1. In the corresponding Max. Length text box, enter the number of seconds for the custom recording. To create a company-wide custom greeting, record a greeting for some mailbox (e .g., 445), then use DOS on the Amanda server after shutdown to copy it (e.g.,

C:\VMB.DB\5\445 \GRT1.VOX

signed to a user. For 3-digit extensions that start with 2, use:

COPY C:\VMB.DB\?\2??\GRT1.VOX

For 4-digit extensions that end with 5, use :

COPY C:\VMB.DB\?\4???\GRT1.VOX

(Here, custom_grt is

C:\VMB.DB\5\445\GRT1.VOX

Update the mailbox template (997) before you create the other mailboxes. Use the COPY command shown above after the IDs have been created.

) as GRT1.VOX for each mailbox as-

custom_grt

25) If callers are permitted to hold when a use r exte nsion i s BUSY (see question 3), do you want everyon e to use the same greeting (and in the same voice)? (N O allows each user to create his own busy greeting.)

26) If YES to 25, do you want to use Amanda’s system busy greeting or a custom busy greeting ?

(The system busy greeting expl ai ns to the caller how to hold fo r th e ex tension. If the caller presses *, Amanda plays music, then retries the extension. If it is still busy, Amanda changes the prompt: the caller can hold, enter another extension, or leave a message .)

YES Mailbox 997 setting From the Personal Greetings group box, selec t th e

NO From the Personal Greetings gro up box, clear the

SYSTEM Mailbox 997 setting From the Personal Greetings group box, clea r the

CUSTOM From the Personal Greetings gro up box, select the

Custom Busy Lock check box.

Custom Busy Lock check box. Set the Custom Busy Max. Length to a number greater tha n ze ro, such as

45. Each user should record a busy greeting. Until a user records his busy greeting, the system busy greeting is used. The user may also control what busy greeting is used.

Custom Busy check box.

Custom Busy check box. Rec ord the busy message for a mailbox (e.g., 445), then use DOS on the Amanda server after shutdown to copy that m essage (e.g.,

C:\VMB.DB\5\445 \BUSY.VOX

box. For 3-digit extensions that start with 2, use:

COPY C:\VMB.DB\?\2??\BUSY.VOX

For 4-digit extensions that end with 5, use :

COPY C:\VMB.DB\?\4???\BUSY.VOX

(Here, custom_bsy is

C:\VMB.DB\5\445\BUSY.VOX

Update the mailbox template (997) before you create the other mailboxes. Use the COPY command shown above after the IDs have been created.

) as BUSY.VOX for each user’s mail-

custom_bsy

Chapter 5: Configuring Amanda 51

First Use Questionnaire (Continued)

Question

27) Do you want Amanda to let the user know who the call is for?

(This is primarily for people who answer calls for more than one person or share a telephone.)

28) If YES to 27, do you want Amanda to let th e user accept or reject the call based on who it is for?

29) If YES to 28, do you want users to hear:

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

• Only who the call is for.

30) Do you want to use a system or

custom Name /Extension r ecording? (The system recording says the

mailbox number instead of the user’s name. For example, if the user’s mailbox is 143, Amanda says “For mailbox 1-4-3.”)

OTE

It is a good idea to have someone with a good voice make a Name/ Extension recording for each user, so Amanda identifies users by name on the first day, even if you allow custom name/ extension recording.

Circle

Response

YES Mailbox 997 setting From the O ptions group box, select the Identify

NO From the Options group box, clear the Identify Called

YES Mailbox 997 setting From the O ptions group box, select the Call Screen-

NO Use the setti ngs already spe cified for Sc reen Calls an d

BOTH Global settings paramet er

ONLY WHO CALL IS FOR

SYSTEM Mailbox 997 setting From the Options group box, clear the Record Name

CUSTOM From the Options group box, select the Record Name

Location and/or

Parameter

modified_call_

screening

Action

Called Party check box.

Party check bo x.

ing check box.

ID Call? in questions 20, 21, and 27.

Set the para meter to False.

Set the para meter to True, w h ich is the defau lt.

& Extension check box .

& Extension check box. Eac h user should make a recording. Until a user makes his recording, the system recording is used.

31) Do you want to log information

about messages? If YES, the MSG.LOG file will store:

• The date and time every message is received

• The date and time every mailbox is checked for messages along with the DTMF the us er entered

32) Do you want to log information

about accesses to mailboxes? If YES, the USER.LOG file will store the date, time, and mailbox when any mailbox is accessed by DTMF.

This file can be analyzed for call distributions and accesses by dates, days, and times.

33) What password does the admin-

istrator want to use for Amand a? (You may not want to write this

down, but be sure that it gets reset. The default is AMandA w ith the first two and the last let ter capitalized.)

YES Global settings paramet er

NO Set the para meter to False, which is the default.

YES Global settings paramet er

NO Set the para meter to False, which is the default.

Write password here.

msg_log

user_log

Global settings paramet er

password

Set the para meter to True.

Enter a password which contains no m ore than eight letters. Passwords are case-sensitive.

52 Installing Amanda@Work.Group/Windows

First Use Questionnaire (Continued)

Question

34) What language should Amanda use for prompts, s u ch as “Please hold…?”

(You can offer information in more than one language, ask for details.)

35) Will Amanda be connected to a printer so that you can print reports?

36) What words do you want the screen saver to display on the Amanda compute r ?

(Write the words. The default is “Buy more Amandas.”)

37) When users don’t delete messages, they accumulate. Do you want to get rid of messages that have been listened to and h ave been around for a long time?

Be aware that deleted m essa ge s ar e gone forever.

38) If YES to 37, write a number of days (from 1 to 99) after which a message that has been heard should be deleted.

Circle

Response

ENGLISH

SPANISH

YES Global se tti n gs pa ram et er

NO Set the para meter to 0, which is the defau lt.

Write a phrase.

YES Global se tti n gs pa ram et er

NO Set the para meter

Write a number (1-99).

Location and/or

Parameter

Global se tti n gs pa ram et er is

prompt_file

lpt_port

Global se tti n gs pa ram et er is

advertising

purge

Global se tti n gs pa ram et er is

purge

Action

Set the parameter to one of the languages. ENGLISH is the default. If you do not select English, you must also install the prompts for the language .

Set the para meter to 1.

Set the parameter to an acceptable phrase. Recommended length is up to 30 characters, but maximum length is 80.

See Action for Question 38.

fault.

purge

Set

90) after being heard that a message is purged.

purge to 0,

to x, where x is the nu mber of days (1-

which is the de-

39) Do you want to change the The Amanda Company ho ld m usic to another type of music?

40) Do you want to use the hold music provided by The Amanda Company or hold music and messages of your own?

YES Global setting parameter

NO Set the para meter to Tradi tional, the def ault.

The Amanda Company

YOUR OWN There is no param e te r or ma ilbox field for this.

hold_music

N/A Amanda plays C:\AMANDA\HOLD.VOX by de-

Set to one of the available music types: Blue gra ss, Country1, Country2, Jazz, Jennifer2 (a jazz composition by an eight-year-old named Jennifer), Rock1, or Rock2/

fault.

To rerecord HOLD.VOX:

1. Shut down Amanda.

2. At the DOS prompt (C:\AMANDA), type:

COPY HOLD.VOX MUSIC.VOX

so you can use this file later. If you already have a MUSIC.VOX file, use another name.

3. Restart Amanda.

4. Using the telephone, log in to the system ad ministrator mailbox (999), select 8 for the System Administration menu, then 3 to record the busyhold music.

5. Make your recording. It bec om es the file C:\AMANDA\HOLD.VOX and is played by Amanda to callers on hold.

6. If you create HOLD0.VOX, HOLD1.VOX, etc. Amanda plays them after HOLD.VOX if the extension remains busy. Ea ch one is created as HOLD.VOX, and must be changed to HOLDx.VOX with a DOS command:

COPY HOLD.VOX HOLDx.VOX

Do the recording for the real HOLD .VOX (the first music/message the caller hears) last.

Chapter 5: Configuring Amanda 53

Configuring a New Installation

Amanda has over 200 configuration parameters and settings. They are what make Amanda so powerful and flexible. You will probably leave over 90% of those parameters set to their default settings. However, armed with the answers to the First Use Questionnaire, you should review the most commonly changed parameters (those in the General Configuration section of the Setup utility).

To set a new Amanda system’s general configuration parameters:

• Run Setup as explained in “Chapter 2: Getting Started.”

Using Default and Recommended Mailboxes

The following is a complete list of the default (and recommended) mailboxes in case you need to change (or set) them. If two departments share an Amanda system, you might use these mailboxes for one department and create another set for the other department. (For more information about sharing an Amanda s yst em, see “Sharing Amand a” on page 110.) If you intend to use the defaults, don’t overwrite these mailboxes when you create new mailboxes for employees.

Default and Recommended Mailboxes

Configuration

Mailbox

0 (no option) Mailbox for operator or receptionist. Mailbox 0 has been created for you.

411 box_idx Mailbox for employee directory. Mailbox 411 has been created for you.

990 box_grt Mailbox for Company Greeting. Mailbox 990 has been created for you.

Option

(no option) Mailbox that acts as a shortcu t to mailbox 998. Mailbox 8 makes it easier

Purpose

By default, this mailbox has Do Not Disturb locked OFF, call screening

locked OFF, Greeting 0 as the current greeting, 999 in the Done Chain, stores messages, and is set to ring six times.

to send callers directly to voice mail. Live operators press transfer, call Amanda, dial 8# followed by the mailbo x number, and hang up. The caller goes directly to voice mail.

By default, this mailbox has Do Not Disturb locked ON, call screening

locked OFF , Greeting 1 as the current g reeting, an empty Done Chain, and does not store messages. When callers press 411, they are asked to type the first few letters of the name o f the per son they ar e calling. When th ey hear the correct name and extension, they can press * to go directly to that mailbox.

By default, this mailbox has Do Not Disturb locked ON, call screening

locked OFF , Greeting 1 as the cur rent greeting, 991 in the Done C hain, and does not store messages.

991 (no option) Mailbox for Caller Instructions. Mailbox 991 has been created for you.

By default, this mailbox has Do Not Disturb locked ON, call screening

locked OFF, Greeting 1 as the current greeting, 0 in the Done Chain, and does not store messages.

54 Installing Amanda@Work.Group/Windows

Default and Recommended Mailboxes (Continued)

Configuration

Mailbox

994 hot_box Mailbox for use with PCPM codes. For example, you can set up a hot_box

995 future_delivery Mailbox that stores messages to be delivered at some time in the future.

996 guest_defaults Mailbox which is the template for all new guest mailboxes.Mailbox 996

Option

Purpose

to detect calls from modems. As you create a hot box mailbox, make sure that the mailbox does NOT store mes sages and that Do Not Disturb is off . In addition, the Extension field must transfer the ca ller to the fax mach ine or whatever device is to be used by this box.

In most cases, only one hot_box is defined to detect fax tones and the re-

mainder are unused. However , you cann ot separate these for comp anies or departments that share Amanda.

Mailbox 995 has been created for you.

By default, this mailbox has Do Not Disturb locked ON, call screening

locked OFF , Greeting 0 as the current greeting, nothing in the Done Chain, and stores messages.

You don’t need to (and cannot) separate these for companies or depart-

ments that share Amanda.

has been created for you.

By default, this mailbox has Do Not Disturb OFF, call screening OFF,

Greeting 0 as the current greeting, nothing in the Done Chain, and stores messages.

You cannot separate these for companies or departments that share Aman-

da.

997 defaults_box Mailbox which is the template for all new mailboxes. Mailbox 997 has

been created for you.

You cannot separate these for companies or departments that share Aman-

da.

998 box_snd Mailbox for direct messaging. Mailbox 998 has been created for you.

By default, this mailbox has Do Not Disturb locked ON, call screening

locked OFF, an empty Done Chain, and does not store messages.

999 (no option) Mailbox for system administration and for a quick hangup. Mailbox 999

has been created for you.

You cannot separate these for companies or departments that share Aman-

da.

By default, this mailbox has Do Not Disturb locked OFF, call screening

locked OFF , an empt y Done Chain, and an H in the Extension field. Never

change or delete this mailbox.

10000 (no option) Mailbox used to receive incoming fax messages and store them in the

previous mailbox accessed. To use this global fax mailbo x, you must h ave at least one fax modem connected to Amanda and assign a menu option to go to mailbox 10000.

If you want to create personal fax mailboxes, you can copy this mailbox, and change the %P variable to indicate the mailbox where faxes are to be stored. Then whenever that mailbox is executed, the fax message will be stored in the mailbox whose number is stored in the %P variable.

Chapter 5: Configuring Amanda 55

Configuring the Brooktrout Driver

In some cases, you may need to change settings for your Brooktrout Driver using Brooktrout’s Configuration Wizard.

For example, when calling some pager compani es, Amanda gets only part of a ringback or no ringback sound at all. This confuses the Brooktrout version 2 driver. Amanda can treat a PCPM error (which means no ringback was detected) as an answer if both of the following are true:

• The Brooktrout driver’s VPP_MAX_START_SI LENCE parameter is set to a val ue appropriate for how long th e paging comp any takes to an swer the call and play their prompt (for example, beep-beep-beep). A setting of 625 (which equals 10 sec.) is suggested.

• The Brooktrout driver’s VPP_MAX_START_OVERRIDE parameter setting must be 1.

To configure the Brooktrout driver:

1. On the Start menu, select Start⇒Programs⇒Brooktrout⇒Conf iguration Wizard.

2. Click Next until The Configuration Wizard—Advanced Options dialog appears.

3. Click the Advanced Options button. The Advanced Options dialog appears.

4. Click the Configure Board Parameters button. The Parameter Configuration dialog appears.

5. Use it to select and set board parameters.

56 Installing Amanda@Work.Group/Windows

Chapter 6: Defining Tone Patterns

Using AccuCall Wizard

his chapter describes how to use AccuCall Wizard and AccuCall for Windows.

Use AccuCall Wizard to train your Brooktrout voice board to recognize the call progress tones used by your telephone switching system. You can use AccuCall Wizard for standard tones such as Ringing, Busy, and Hangup, and, with a bit of configuration, for custom tones such as do not disturb, reorder, or dial tones.

AccuCall Wizard complements but does not replace the Brooktrout utility AccuCall for Windows. Use AccuCall Wizard for basic analog switch integration, then use AccuCall for Windows to refine or troubleshoot the PCPM table stored in your tone file (.TON) created by AccuCall Wizard.

AccuCall Wizard Features

Call progress tones, such as t h e bus y, dial tone, and fast busy tones, provide Amanda with important information, which allows Amanda to control how Brooktrout voice boards manage Call Progress Monitoring (CPM). This is called Programmable Call Progress Monitoring (PCPM). AccuCall Wizard provides a quick method of creating PCPM tables.

For more information about the tones and PCPM, see “Understanding Call Progress Tones” on page 82.

AccuCall Wizard:

• Works with most switches in the marketplace

• Trains the Brooktrout vo i ce boar d t o reco gn ize Ri ngin g, B usy , and Hangup tones

• Allows custom tone configuration of up to three tones

• Creates a tone file (which contains a PCPM table) that can be used with Windows or DOS

• Loads the DOS file directly into the TAPI service provider

• Creates a file log containing error messages an d error data f or use in troub leshooting

• Provides complete online help for all phases of training

System Requirements

Before using AccuCall Wizard, all of the following must be true:

• Your PC is running Windows NT or 2000.

• You have installed a Brooktrou t voice board and Brooktr out drivers for Win dows NT or 2000.

58 Installing Amanda@Work.Group/Windows

• You are connected to a PBX.

• You have connected the first two ports of yo ur first Brooktrout voice board to telephone extensions.

Training the Brooktrout Voice Board

AccuCall Wizard guides you as you train your Brooktrout board to recognize call progression tones from your telephone switching system.

To train the Brooktrout voice board:

1. On the Start menu, select Start⇒Programs⇒Brooktrout⇒AccuCall for Windows.

2. From the AccuCall for Windows application window, select File⇒Wizard from the menu bar.

AccuCall Wizard’s Welcome dialog box appears.

3. Click Next>.

Chapter 6: Defining Tone Patterns 59

The Configuration dialog box appears.

4. Type the name of your telephone switching system in the PBX Name text box.

5. By default, AccuCall Wizard uses the name of the PBX as the file name.

6. Type or click to browse for the path to your C:\AMANDA\PBX.DB \1001.TON or 2001.TON (the file in which the PCPM table will be stored).

7. If the dial tone on your telephone switching system is continuous, select the Wait For Dialtone When Dialing This PBX check box. This confirms that the telephone line is connected to the voice board channel before the training starts.

Clear it if the dial tone is not continuous.

60 Installing Amanda@Work.Group/Windows

8. Click Advanced to define custom tones or change the definition of the default tones (Ringing, Busy, and Hangup).

a. Select the Ringing check box to train on the Ringing tone. b. Select the Busy check box to train on the Busy signal. c. Select the Hangup check box to train on the Hangup signal. d. Select the Cust om 1, Custom 2, and/or Custom 3 check bo xes to train on a

custom designed tone.

e. (Optional) Click Configure to customize any of the selected tones using the

Custom Tone Configuration dialog box. See “Configuring a Customized Tone” on page 64 for details and “Configuration Examples” on page 66 for more information.

For Ringing, Busy and Hangup tones, this dialog box shows how the predesigned tones were confi gured.

For custom tones, use this dialog to design your custom tone. After you design a custom tone, the selection box becomes checked.

f. Select the Prompt User Before Re-train check box to d isplay the Test Results

dialog for any failed tones. If there were no problems during testing, AccuCall Wizard does not display this dialog box.

g. Type the number of times that AccuCall Wizard should verify the tone in the

Verification Count text box. The default is one. h. Type the number of milliseconds for the flash hook duration. i. Type the number of rings after which AccuCall Wizard reports that the tele-

phone was not answered in the No. Answer Rings text box.

9. Click OK to exit the Advanced Settings dialog box and return to the wizard.

Chapter 6: Defining Tone Patterns 61

10. Click Next>. The Channel 0 Configuration dialog box appears.

11. In the Extension Number text box, typ e the numb er for the fi rs t e xtens i on (co nnected to your Brooktrout voice board on channel 0).

12. Click Next>. AccuCall Wizard tests the telephone line at the first extension. If AccuCall Wizard

does not detect a line, check that the line is conn ected at b oth en ds. You can also plu g an ordinary telephone into the extension to check if the socket is working.

62 Installing Amanda@Work.Group/Windows

When AccuCall Wizard verifies that the first ex tension is present, the C hann el 1 Configuration dialog box appears.

13. In the Extension Number text box, type the number of the second extension (connected to your Brooktrout voice board on channel 1).

14. Click Next>. If AccuCall Wizard cannot detect the line, check that the phone line is connected at

both ends. You can also plug an ordinary phone into the extension to check if the socket is working.

AccuCall wizard calls between the two extensions to v erify the extension numbers. If either extension is incorrect, AccuCall Wizard displays an error message indicating which of the two numbers was not correct. You can change the second extension or click Back to re-enter the number for the first extension.

After AccuCall Wizard verifies both extension numbers, the Training and Testing dialog box appears.

15. Click Next> to begin the training session.

Chapter 6: Defining Tone Patterns 63

The dialog box informs you about the status of the training.

Current Tone Displays the name of the tone AccuCall Wizard is training. Action Displays the phase of training for the current tone. Progress Displays progress as a progress bar.

You can press Cancel at any time during training, but it may take up to 10 seconds for AccuCall Wizard to stop after you press Cancel.

When AccuCall Wizard finishes the training session, the Finish dialog box displays the results.

64 Installing Amanda@Work.Group/Windows

For each tone, AccuCall Wizard displays one of the following messages:

Message Definition

Failed to train tone AccuCall Wizard was unable to train your Br ooktrout

voice board to recognize this tone, but it created a PCPM table containing the failed tone along with the other tones.

Tone trained but failed to save

Tone trained but failed test

Silence detected The tone does not exist on your PBX, so AccuCall

Tone trained and tested OK

16. Click Finish to end the AccuCall Wizard session.

AccuCall Wizard was unable to place this tone in the PCPM table, but it made a PCPM table containing the other tones.

The tone failed the test, but AccuCall Wizard created a PCPM table containing the failed tone along with the other tones.

Wizard detected silence. This is not an error message. AccuCall Wizard trained your voice board to recog-

nize the tone and added it to the PCPM table.

Troubleshooting

If AccuCall Wizard failed to train your Brooktrout voice board to recognize one or more of the tones, it creates:

ACCUWIZ.ZIP Contains the PCPM table along with a recording of all tones

ACCUCAL.LOG Contains the training session’s log

You can fix a failed tone from this zipped file using the Brooktrout utility AccuCall for Windows, or you can contact technical support for help.

Configuring a Customized Tone

Use the Custom Tone Configuration dialog box to designate a custom tone for AccuCall Wizard to store in the PCPM table.

To customize a tone:

1. From the Advanced Settings dialog box, select Custom 1, Custom 2, or Custom 3.

2. Click the Configure... button beside your choice.

Chapter 6: Defining Tone Patterns 65

The Custom Tone Configuration dialog box appears.

3. Type a name for this tone in the Tone Name text box.

4. Select the T erminating check box if the custom tone should terminate voice functions. (Clear it otherwise.)

Examples of terminating tones are the busy signal and a hangup.

5. Type the PCPM code for the custom tone in the PCPM Code text box. PCPM codes range from 1 to 255.

Use 7 for busy, fast busy, do not disturb, hangup or cleardown tones. Use 8 for ringing tones. Use 10 for answer tones. Use 11 for intercept tones. Use 13 for a fax tone (13 to 36 are acceptable).

6. From the Type drop-down list box, s elect the ty pe of tone: Ringback, B usy , and Other. The default is Other.

Use Busy for busy, fast busy, do not disturb, hangup, and cleardown tones. Use Ringback for all types of ringing tones. Use Other for all other tone types.

66 Installing Amanda@Work.Group/Windows

The Function, Channel, and Dial String options define a series of line setup instructions for AccuCall Wizard to follow. Set these so channel 0 receives the custom tone. For example, the pre-designed hangup tone uses the following instructions:

Function Channel Dial String

Dial 1 EXT0 Wait for Call 0 n/a Off hook 0 n/a On hook 1 n/a

According to these instructions, channel 1 calls channel 0. Channel 0 waits for the call, then goes off hook. Then channel 1 goes on hook so channel 0 receives the hangup tone.

To add a line setup instruction:

a. From the Function drop-down list box, select a type of instructio n:

Off hook, On hook, Dial, Wait for call, or Pause.

b. From the Channel drop-down list box, select the telephone channel to per-

form the instruction. Channel 0 must receive the custom tone so the default is 0.

c. In the Dial String text box, type the telephone number for AccuCall Wizard

to dial.

d. Click Add to add the selected Function, Channel, and Phone number to the

instruction list.

To insert a line setup instruction above the selected instruction:

a. Select the instruction from the Line Setup Details list box. b. Make your changes then click Insert.

To delete a line setup instruction:

a. Select the instruction from the Line Setup Details list box.

The Function, Channel, and Dial String boxes reflect your choice.

b. Click Delete.

To edit a line setup instruction:

a. Add or insert the new line. b. Delete the old.

7. Select OK from the Advanced Settings dialog box to go back to AccuCall Wizard’s Tone Configuration dialog box.

8. Click Next>. The First Extension dialog box appears.

Configuration Examples

The following examples show the configuration settings for common call progression tones that you might want to train your Brooktrout voice card to recognize. In each of these examples, [EXT0/1] indicates the number of either extension 0 or 1.

Chapter 6: Defining Tone Patterns 67

To configure the Dial Tone tone:

1. In the Custom Tone Configuration dialog box, type the name Dial Tone in the Tone Name text box.

2. Clear the Terminating check box.

3. Type a number from 1 to 255 in the PCPM Code text box.

4. From the Type drop-down list box, sele ct Other.

The Function, Channel, and Dial String options define a series of line setup instructions for AccuCall Wizard to follow.

Function Channel Dial String

Offhook 0

According to these instructions, channel 0 goes offhook to hear the dial tone.

To configure the external ring tone used by your PBX:

1. In the Custom Tone Configuration dialog box, type the name Network Ring in the Tone Name text box.

2. Clear the Terminating check box.

3. Type 8 in the PCPM Code text box.

4. From the Type drop-down li st box, select Ringback.

The Function, Channel, and Dial String options define a series of line setup instructions for AccuCall Wizard to follow.

Function Channel Dial String

Dial 0 [any non-busy

number]

According to these inst ru ctio ns , chan nel 0 di als any non-busy number to hear the network ring tone.

To configure the external busy tone used by your PBX:

1. In the Custom Tone Configuration dialog box, type the name Network Busy in the Tone Name text box.

2. Select the Terminating check box.

3. Type 7 in the PCPM Code text box.

4. From the Type drop-down list box, selec t Busy.

68 Installing Amanda@Work.Group/Windows

The Function, Channel, and Dial String options define a series of line setup instructions for AccuCall Wizard to follow.

Function Channel Dial String

Dial 0 [any bu sy num-

ber]

According to these inst ru ctio ns , chan nel 0 di als any non-busy number to hear the network ring tone.

Dial 0 [any busy number]

This configuration tells channel 0 to dial a busy number and hear the external busy tone.

To configure the reorder tone used by your PBX:

1. In the Custom Tone Configuration dialog box, type the name Reorder in the Tone Name text box.

2. Select the Terminating check box.

3. Type any number from 1 to 255 in the PCPM Code text box. (Use 7 if the reorder tone is a busy, and therefore, terminating tone.)

4. From the Type drop-down list box, sele ct Other. (Use Busy if the reorder tone is a busy tone.)

The Function, Channel, and Dial String options define a series of line setup instructions for AccuCall Wizard to follow.

Function Channel Dial String

Dial 0 [any invalid

According to these instructions, channel 0 dials an invalid numb er to hear the reo rder tone.

Pre-Configured Tones

AccuCall Wizard automatically trains the voice board to recognize the pre-configured Ringing, Busy, and Hangup tones. You can view the configuration for these tones by selecting the Configure button next to any of the three tones in the Advanced Settings dialog box.

The following examples explain the configuration for the three default tones. In these examples, [EXT0/1] indicates the number of either extension 0 or 1.

number]

To configure the Ring tone:

1. In the Custom Tone Configuration dialog box, type the name Ring in the Tone Name text box.

2. Clear the Terminating check box.

3. Type 8 in the PCPM Code text box.

Chapter 6: Defining Tone Patterns 69

4. From the Type drop-down li st box, select Ringback.

The Function, Channel, and Dial String options define a series of line setup instructions for AccuCall Wizard to follow.

Function Channel Dial String

Dial 0 EXT1

According to these instructions, channel 0 calls channel 1. Channel 0 then hears the Ring tone.

To configure the Busy tone:

1. In the Custom Tone Configuration di alog bo x, t ype the name Bu sy in the Tone Name text box.

2. Check the Terminating check box.

3. Type 7 in the PCPM Code text box.

4. From the Type drop-down list box, selec t Busy.

The Function, Channel, and Dial String options define a series of line setup instructions for AccuCall Wizard to follow.

Function Channel Dial String

Offhook 1 Dial 0 EXT1

According to these instructions, channel 1 to go offhook. Channel 0 then dials channel 1 and hears the busy tone.

To configure the Hangup tone:

1. In the Custom Tone Configuration dialog box, type the name Hangup in the Tone Name text box.

2. Check the Terminating check box.

3. Type 7 in the PCPM Code text box.

4. From the Type drop-down list box, sele ct Other.

The Function, Channel, and Dial String options define a series of line setup instructions for AccuCall Wizard to follow.

Function Channel Dial String

Dial 1 EXT0 Wait for call 0 Offhook 0 Onhook 1

According to these instructions, channel 1 dials channel 0. Channel 0 waits for the call, then goes offhook. Then channel 1 goes onhook, and channel 0 hears the Hangup tone.

70 Installing Amanda@Work.Group/Windows

Some PBXs do not use a hangup tone. In this case, a message appears in AccuCall Wizard’s final dialog box saying that silence was detected.

Using AccuCall for Windows

Call progress tones, such as the busy, dial, and fast busy tones, provide Amanda with important information, which allows Amanda to control how Brooktrout voice boards manage Call Progress Monitoring (CPM). This is called Programmable Call Progress Monitoring (PCPM). AccuCall for Windows provides a quick, error-resistant method to create and edit PCPM tables.

OTE

: Running Accucall is only necessary if you have Amanda performing

supervised transfers or if your telephone systems sends a tone as a disconnect signal.

Before running Accucall, place a few test calls to see if the Amanda system performs PCPM correctly. You can call into Amanda from an outside line and dial an on-hook extension that has a mailbox configured to perform a supervised transfer. Using the Monitor client, you’ll see the port go into PCPM while Amanda supervises the call. To test the RNA condition (ring-no-answer), allow the telephone to ring until the PCPM changes to RNA. T o test the Busy condition, perform the same test while the extension is off-hook. You should see the PCPM change to Busy. If your RNA and Busy test calls were successful, you don’t need to ru n Accucall. If they failed and the PCPM changed to Error, running Accucall will fix the problem.

AccuCall for Windows can do the following:

• Add a new tone to your PCPM table

• Test if a that tone can be detected on the line

• Edit a tone in an existing PCPM table

• Record a tone

Starting AccuCall for Windows and Opening a Tone (.TON) File

To start AccuCall for Windows:

1. From the Start menu, select Start⇒Programs⇒Brooktrout⇒AccuCall for

Windows.

Chapter 6: Defining Tone Patterns 71

The AccuCall for Windows application window appears.

2. Do one of the following (to create a new or use an existing PCPM table):

• On the File menu, click New… to create a new PCPM table.

The New dialog box appears.

a. Select C:\AMANDA\1001.TON or 2001.TON.

b. Click OK.

• On the File menu, click Open… to use an existing PCPM table.

The Open dialog box appears.

• Select C:\AMANDA\1001.TON or C:\AMANDA\2001.TON then click OK.

This chapter explains how to use the Tones and Filters tabs. Nothin g is listed in the Tone Names lis t box if you are testing the first tone in a new P CPM table. See AccuCall for Windows help pages for details about the Start, Deglitching, and Answer tabs. You should never change many of these settings without direction from Brooktrout customer support!

Setting up your Test Environment

Before you use AccuCall for Windows to learn, test, edit, or record a tone, you must provide information about your test environment.

AccuCall for Windows stores the most recent test environmen t information in an .INI file. Therefore, if you have no changes to the envi ron ment, y ou can skip this procedu re and go on to “Learning a New Tone” on page 72.

72 Installing Amanda@Work.Group/Windows

To give AccuCall for Windows the test environment information:

1. On the Options menu, clic k Setup. The Setup dialog box appears.

The settings you use here becomes the default settings used throughout AccuCall for Windows.

2. In the Phone Number text box, type the number for the line to be accessed first or most frequently.

To use a dial tone, replace the number with a string of commas (for example:,,,,,). Each comma triggers two seconds of processing.

3. In the VP Channel Number text box, you indicate what Brooktrout voice board you are using (0 for the first port, 1 for second, and so on).

4. Do not change the settings for the Input Gain and the Call Progress Delay text boxes. Input Gain should remain 0.99997 dB, the number selected by Brooktrout’s engi-

neers. Call Progress Delay allows time for the energy on the line to stabilize after the num-

ber is dialed.

5. Click OK to return to the AccuCall for Windows application window.

Learning a New Tone

You must learn a new tone and test it before learning the next tone.

To use AccuCall for Windows to learn a n e w tone:

1. Set up the telephone situation you want to test. For example, for a ring-no-answer tone: Make an extension that is not forwarded, not in a hunt group, not in hands free/

speaker phone mode, and not answered by anyone. For example, for a busy tone: Make an extension be offhook and connected to either another intern al extension or to

an outside line.

Chapter 6: Defining Tone Patterns 73

For example, for a reorder tone: Use a telephone number for an invalid extension. This extension number must return

the reorder tone. For example, you might use 777 or 888. Test this tone from a singleline telephone before you run this test.

OTE

: A reorder tone only needs to be learned if it is the disconnect signal

provided by your tele phone system sig naling a hang- up. If your telephone system sends a reorde r as a disconnect, m ake sure you s et the reorder tone to be terminating and that its frequencies are defined within the first four filters in the Filter tab. If your telephone system provides some other type of positive disconnect signal, you don’t need to learn the reorder tone.

2. On the Tools menu, cli ck Learn New Tone. The Learn New Tone dialog box appears.

3. Type the telephone number for the extension that has the tone to be learned.

4. Select the Wait For Dialtone check box to wait for the dial tone—if appropriate.

5. In the Minimum Learning Cy cles text bo x, type the number of times that the function repeats the cadence analysis.

For example, for Ring No Answer, this is the number of rings AccuCall for Windows will listen to before completing the test cycle.

The Amanda Company recommends using 10.

6. To identify a frequency that is within 40Hz of the PCPM table frequency as the PCPM table frequency, select the Align Frequency check box.

7. When learning pager or other high frequency tones, select the Scan High Frequency check box to scan the tone for higher frequencies.

8. For short duration tones, select the Quick Scan check box. Frequencies are scanned at twice the normal speed, but accuracy is reduced.

9. Click Start.

74 Installing Amanda@Work.Group/Windows

The Learning… dialog box displays the cadence and indicates that AccuCall fo r Windows is learning the tone.

The tested tone’ s on and/or off times are displayed in the Cadence Detected gro up box while AccuCall for Windows is learning the tone.

After the tone is learned, the tone’s frequencies appear under Frequency Detected.

10. After AccuCall for Windows finishes learning the tone, click Add Tone.

Chapter 6: Defining Tone Patterns 75

The Edit Tone dialog box appears. It displays the tone’s frequencies in the Frequency 1 and Frequency 2 text boxes. It displays cadence information in the Primary Cadence and Secondary Cadence group boxes.

You usually don’t need to change any of the frequency and cadence setting if AccuCall for Windows learned the tone successfully.

11. Type a name for the tone in the Tone Name text box.

12. From the Type drop-down list box, select a type for the tone: Busy, Ringback, or Other.

13. If the tone is a terminating tone, select the Terminating check box. For example, Ring No Answer tones are non-termin ating, while Reord er tones ar e ter-

minating. If you select this check box, the tone is monitored in the background while other func-

tions are running. If the tone is detected, then the function is terminated.

14. To ignore the f requencies when matching this tone with the one being detected on the line, select the Cadence Only check box.

This check box is useful for modulated tones, when the tone is not continuous (variable amplitude), or for noisy lines.

15. To ignore the cadence when matching this tone with the one being detected on the line, type a positive integer in the Quick Count text box.

The value entered in this box becomes the amount of time (in milliseconds), that the frequencies have to be present for this tone to be detected. The Quick Count setting is mainly used for dial-tone detection.

76 Installing Amanda@Work.Group/Windows

A value of -1 disables this feature. Do not use this feature if other tones also use the same frequencies.

16. Type a PCPM code in the PCPM Code text box. For example, ring tones are always 8. Busy and Reorder (or Fast Busy or Error) are

always 7.

17. Click OK. The tone’s name, for example busy, appears in the Tones window.

18. You must add the tones frequencies to the Filters window. a. Select the Filters tab (or from the View menu, click Filters).

Chapter 6: Defining Tone Patterns 77

Testing a Tone

The frequencies from the just-learned tone appear in the Undefined Frequencies list box—unless a frequency is identical to an existing filter’s frequency.

b. Type the frequency’s exact value into on e of the twelve text boxes in the Fil-

ters box. If you designated a tone as Terminating in the Edit Tone dialog box, you must

type each of its frequencies in one of the first four text boxes.

c. After you have entered the frequency or frequencies, click Update.

19. Test each tone before learning the next tone.

This procedure uses AccuCall for Windows to test whether your Brooktrout driver recognizes a tone. You must test a tone as soon as you add it. You also need to test a tone when you change its traits because you want to know what effect the change has on the driver’s ability to recognize the tone.

78 Installing Amanda@Work.Group/Windows

To test a tone:

1. From the Tools menu, click Test PCPM Table. The Test dialog box appears.

2. Enter the telephone number of the line that has the tone to be tested.

3. If the dial tone on your telephone switching system is continuous, select the Wait For Dialtone check box. This confirms that the telephone line is connected to the voice board channel before the training starts.

Clear it if the dial tone is not continuous.

4. If this is the first tone in this tone file, select the Adjust Filter Characteristics check box.

This allows AccuCall for Windows to use the traits of the test tone to tune the filter characteristics it uses to detect all frequencies.

Only use it on subsequent tones if tones are not being recognized very well. If you select the Adjust Filter Characteristics check box on a subsequent tone, delete from the PCPM table all other tones, then learn those tones again.

5. Click Start.

Chapter 6: Defining Tone Patterns 79

The Testing… dialog box appears.

6. Click one of the followi ng:

• Stop if you want to abort the test before it completes the assigned cycles.

• Close to close the Testing dialog box after the test is finished.

Adding a Tone Manually

If you know all the settings for a tone’s traits, you can enter them all manually.

If, afterwards, you learn a tone, AccuCall for Windows will overwrite those values.

To add a tone manu ally:

1. Select the Tones tab (or from the View menu, click Tones).

2. Click New.

80 Installing Amanda@Work.Group/Windows

The New Tone dialog box appears.

Editing a Tone

3. Add the appropriate data then click OK.

To add the tone’s frequency to the Filters window:

1. Select the Filters tab (or from the View menu, click Filters).

2. Add the new frequency and delete the old (unless it is used by another tone).

Sometimes you will manually change some of a tones properties.

To change one or more properties of a tone:

1. Select the Tones tab (or from the View menu, click Tones).

2. Click Edit. The Edit Tone dialog box appears.

3. T o change the name you originally gave this tone, type a new name in the Tone Name text box.

4. To change whether a tone’s terminating status, select or clear the Terminating check box.

Chapter 6: Defining Tone Patterns 81

You can use this check box to terminate functions in real time when the tone is detected. When selected, the tone must use one of the first four filters listed in the Filter dialog box.

5. To stop AccuCall for Windows from testing the frequency of the tone, select the Cadence Only check box.

This is useful if one or more of the tones in the PCPM table for the PBX has the same frequency.

Clear it to use both the frequency and the cadence.

6. To have AccuCall for Windows test whether the tone’s frequency is on the line for a specified duration of time, type that number of milliseconds in the Quick Count text box.

This is useful if the tone’s frequency is constant, (for example: a dial tone), or if the tone’s cadence is very short, (for example: fax or pager tones).

Do not use this option if any tones in the PCPM table use the same filters. The value ‘-1’ turns this option off.

7. Click OK. If you change a tone’s frequency, you will have to change the Filters window as well.

To add a new frequency to the Filters window:

1. Select the Filters tab (or from the View menu, click Filters).

2. Add the new frequency and delete the old (unless it is used by another tone).

3. Type the frequency’s new value over its current value in the Filters box. If you designate a frequency as Terminating in the Edit Tone dialog box, you must

type that tone in one of the first four text boxes.

4. After you have made the modifications you want to make, click Update.

Using Your PCPM Table

This procedure describes how to have the Brooktrout voice processing driver use your PCPM table.

To use your PCPM table:

1. Open the PCPM Table stored in your tone file (.TON).

2. On the VP menu, click Install Table to VP Driver.

82 Installing Amanda@Work.Group/Windows

Recording a Tone

To record a tone:

1. From the Tools menu, click Record Tone. The Record Tone dialog box appears.

A progress bar appears.

2. Click Stop at any time to stop the recording.

Understanding Call Progress Tones

Your PBX uses audible tones called call progress tones to indicate the progress of a call. These tones include the dial tone, busy tone, and ringing tone lik e those used by the public telephone network. Amanda and individual callers use call progress tones to determine how to respond during a call. For example, the busy signal indicates that the extension is busy. Different tones vary in frequency and cadence.

• A call progress tone usually has one or two frequencies, referred to as single-frequency or double-frequ ency tones. Individual f requencies can range between 300 Hz and 4000 Hz.

• A cadence consists of the on time and off time. Tones can either have one cycle or two cycles, referred to as single cycle or double cycle cadences as shown in the following figure.

The following table shows some common tones for the US public telephone network.

Cadence

Tone Frequency On Period Off period

Chapter 6: Defining Tone Patterns 83

Trunk/Fast Busy 480 Hz and 620 Hz 250 msec. 250 msec. Station Busy 480 Hz and 620 Hz 500 msec. 500 msec. Ringing 440 Hz and 480 Hz 2 sec. 4 sec.

Recognizing Tones

Since PBXs use different frequencies and cadences for their tones, you need to train your Brooktrout board to recognize these specific tones.

AccuCall Wizard automatically trains your board to recognize the hangup, busy, and ringing tones of your PBX.

• The hangup tone indicates that the other line has gone onhook.

• The busy tone indicates that the line you called is busy. There are two types of busy signals: trunk bus y and station busy. Trunk busy, also called fast busy , in dicates that all paths in the network are busy. Station busy means that the number or extension you called is busy.

• A ringing tone indicates to the called station that there is an incoming call. A simulated ringing signal is returned to the caller to indicate that a path has been established and the called number or extension is being rung. The simulated signal is called ring back.

You can customize AccuCall Wizard to recognize custom tones such as dial tone or any other tones used by your PBX with a frequency of 300 Hz to 4000 Hz.

AccuCall Wizard stores information about each tone in a tone table. For each tone, the tone table contains the frequency, cadence, Programmable Call Progression Monitor (PCPM) number associated with the tone, and other tone-specific characteristics. AccuCall Wizard automatically assigns a PCPM number to the pre-configured tones.

Responding to Incoming Tones

When your Brooktrout board receives a call progress tone, it analyzes the frequency and cadence of the tone. Your driver compares the tone characteristics to those stored in the tone table. If it finds a match, the driver returns the PCPM number associated with the tone. The PCPM number conveys information about what type of tone it is and how Amanda should respond.

For example, if your Brooktrout board detects a busy tone, the driver compares the cadence and frequency of that tone to those stored in the tone table. When it matches the incoming tone to the stored busy tone, the driver reports to Amanda that a PCPM code of 7 has be received. This lets Amanda know that the line is busy, and the system responds appropriately.

84 Installing Amanda@Work.Group/Windows

Chapter 7: Faxing

Using This Chapter

This chapter:

• Explains how to set up a fax mod em or t he Br ooktrout TruFax/200 board for use with Amanda. This applies to any voice board supported by Amanda.

• Explains how to detect a fax machine automatically.

• Provides an overview of Amanda Fax, a fax driver for sending faxes from any Windows application that can print. Amanda Fax is an Amanda client.

Using a Fax Modem

You can use a fax modem on any Amanda@Work.Group/Windows system.

The fax modem used in Amanda may be internal or external as long as it meets all of the following requirements:

• Class 2 or Class 2.0 compliant. (Be aware that Class 2 is d ifferent from C lass 2.0.)

• Internal fax modems must have a UART 16550 serial interface, and external fax modems must be connected to UART 16550 serial ports.

OTE

: If you have a Class 2 modem, the default configuration settings for fax

options should work well with your mod em. If you have a Class 2.0 modem, change the setting for fax_send_reverse to F for False.

You must configure the fax modem for one of the following:

• COM1 with IRQ4 and no other devices on COM1 or using IRQ4

• COM2 with IRQ3 and no other devices on COM2 or using IRQ3

• COM3 with IRQ11 and no other devices on COM3 or using IRQ11

We recommend us ing COM1 and/or COM2 for fax modems. This port must be dedicated to the fax modem.

To configure a fax modem for Amanda:

1. From the Start menu, select Start⇒Amanda Server⇒Setup. The Amanda Setup dialog box opens. The Setup utility’s basic operation is explained in “Logging On to Amanda” on

page 5.

86 Installing Amanda@Work.Group/Windows

2. Select the Serial Port Settings tab.

3. Select a serial port that has not yet been assigned. To prevent confusion, you can use Serial Port 1 for COM port 1 (COM1), Serial Port

2 for COM port 2 (COM2), etc., but this is not necessary. The serial port is a logical port as understood by the Amanda system. The COM port is the physical port assigned to that logical port. For example, you can use define Serial Port 4 as COM port 1.

Remember the number of your serial port because you use it in step 5. a. Use the spin buttons to select settings for the correct COM Port, Baud Rate

(really bps—bits per second), Data Bits, and Stop Bits for your fax modem.

b. Select a parity type from the Parity drop-down list box.

4. Scroll the tab bar and select the FAX Settings tab.

Chapter 7: Faxing 87

Scroll the dialog box to see additional fax parameters.

Check your modem manual for the information you need to set these parameters.

88 Installing Amanda@Work.Group/Windows

5. Set Fax n Extension (where n is the number for the logical serial port) to the extension number where the fax modem is connected on the telephone switching system (this must be a single line extension).

You can have up to four fax modems connected to telephone extensions.

6. Set Dial Out Dialstring to the outside access code for the telephone s witching system. (Adding a comma causes a 2-second pause.)

This parameter defaults to “9,” which works for most system.s

7. Set the Flow Control Command to the Class 2 command for the type of flow control used by your fax modem. For several modems, the default “&K3” works.

8. Set Fax ID to a number or a name used to identify your fax modem (for example, 'FAXA').

9. Many older Class 2 fax modems need a string of leading digits ‘1111’ for their Fax ID. By default, Amanda adds th ese digits.

However, if they appear on the receiving fax machine, set Fax ID Padding to true.

10. Set Longest Local Extension to the maximum number of digits contained in a local extension number. This is used when the “72” Fax retrieve command is selected so that Dial Out Di alstring (usually ‘9,’) will be applied only for outside calls.

OTE

: You don’t need to change the default values for the other fax configura-

Fax settings are stored in the install.cfg file.

Suggested Settings

The following modems have been used with Amanda with the following settings. This is not a comprehensive list, and many other modems work with Amanda. The followi ng settings are not even guaranteed to work wi th you r mod e m (even if your modem i s one of those listed) because modem manufactures produce a variety of models and change their firmware from time to time. However, you may want to try them.

Zoom Modems:

Flow Control Command &K3 Dial Out Dialstring -

Rockwell-based Modems:

Flow Control Command &K3

Aceex Modems

Flow Control Command \Q3 &K3

tion parameters. For a description of these settings, see “Fax Settings” on page 224. To use the fax modem effectively, you must also use tokens to program the Extension fields for one or more mailbox. For more information, s ee “Allowing One-call and Two-call Faxbacks” on page 173.

Practical Peripherals Modems

Flow Control Command X3 &K3

SmartOne 1442 Faxmodems

Flow Control Command &K4

Chapter 7: Faxing 89

Direct Connect Command H1O0 fax_receive_reverse T Maximum Retries &D3 Reverse Send F

Boca modem M144EW

Flow Control Command &K3

Using the Brooktrout TruFax/200 Board

The Brooktrout TruFax/200 board is a two-port ISA board. Its driver supports up to 6 boards, giving Amanda the ability to have as many as 12 industrial-strength fax ports, in addition to 48 voice ports. You cannot simultaneously use both fax modems and TruFax boards. Amanda’s support for them is mutually exclusive.

To use TruFax boards:

1. Configure the board that you will be using. As with Brooktrout voice boards, all the fax cards can be jumpered to use the same

IRQ interrupt number, but they should all have unique I/O addresses set via the Address dip switches.

Make sure that the IRQ and I/O addresses that you choose do not conflict with any other devices in the computer, and configure the system’s BIOS’s plug-and-play settings so that it is aware that a Legacy ISA device will be using the IRQ you have chosen. Then it will not subsequently try to assign another device to that same IRQ.

2. Install the TruFax driver from the Amanda installation CD by executing TruFax.exe and following its prompts.

OTE

: The TruFax board does not use DMA, so you should input -1 in re-

sponse to that question. Be sure to choose Yes to have the driver start automatically when you start the computer.

3. Test your installati on by running the faxi nit.exe program manuall y from the command prompt. The driver normally find s all the TruFax/200 boards automatically, but sometimes you have to create a configuration file listing the I/O addresses of the boards that you have installed. This prevents the driver from searching other I/O addresses and becoming confused by other devices it happens to find at those addresses. If you have four boards at 304, 308, 30C, and 310, the configuration file would read

addr 304 addr 308 addr 30C addr 310

Type the name of this configu rati on file on the command lin e after faxinit.

MPORTANT

: If a configuration file is necessary, you must run the “In-

stall TruFax Driver” again so that you can ch ang e yo ur answer to the last question (which asks what arguments should be passed to faxinit when the driver is starting). Otherwise, the driver will continue to use your new configuration file each time the system starts.

90 Installing Amanda@Work.Group/Windows

4. When using the TruFax boards from Amanda, only the following fax parameters are used:

• Fax ID, an up to 20-character str ing used t o identi fy your B rooktro ut TruFax/200

board. Use the company name or the telephone number of your fax machine.

• Log Filename, the name of the log file that records data about files (not mes-

sages) that are faxed. The Amanda Company recommends using FAX.LOG.

• Maximum Retries, the number of times (from 0 to 9) to attempt to resend a fax

after an unsuccessful transmission.

•Fax n Extension (where n is 1, 2, 3, or 4), parameters that specify the extension

numbers that the telephone switc hing sys tem uses for fi r st four fax ports (the fax ports on the first two TruFax cards). If there are more than four TruFax ports, then their extensions must be consecutive and are determined from Fax 4 Extension. For example, the 5th fax port is assumed to be the next extension; the 6th the one after that, etc.

The remaining fax parameters apply only to fax modems, so they are not used by the TruFax boards.

Hot box settings are stored in the install.cfg file.

5. You can set fax_monitor, a global setting parameter that notifies the sending mailbox about the success or failure of a fax transmission.

Global settings are stored in the install.cfg file. Integration settings are stored in the 1001.PBX or 2001.PBX file.

6. Finally, you can set tmo_dtwait, the dial code parameter that determines wh ether a TruFax board waits for a dialtone before dialing. If this parameter’s setting is positive, the TruFax board will wait for a dialtone.

Dial code settings are stored in the 1001.PBX or 2001.PBX file.

Detecting a Fax Machine Automatically

Amanda can detect and accept incoming faxes automatically.

To automatically detect and accept an incoming fax:

• The fax connect tone must be in the PCPM tone table. The tone information is stored in C:\AMANDA\PBX.DB\1001.TON. The tone must be one of the fi rst four ton es or frequenci es defined, and it must be

marked as a terminating tone. The PCPM code associated with the tone must be in the range 12–21.

• A mailbox (usually 994) must be set up to process faxes. To learn how to create that mailbox, see Administering Amanda@Work.Group/Windows.

• That mailbox must be specified in the hot_box configuration option. See “Creating the Hot Box Mailbox” on page 91.

Hot box settings are stored in the install.cfg file.

Amanda Work Group User Guide

Specifications and Main Features

Frequently Asked Questions

User Manual

Copyright and Trademark Notices

Limited Warranty on Software

Fraudulent Usage Advisory

Conventions

Assumptions

Contents

Chapter 1: Introducing Amanda

Specification

Environmental Requirements

Electrical Requirements

Upgrade Issues

General Uses

Purpose of This Guide

Customer Service and Support

End User Support

System Administration Support

Installation Support

Application Support

Chapter 2: Getting Started

Setting Up Your Turnkey System

Logging On to Amanda

Shutting Amanda Down

Using AccuCall Wizard to Create a PCPM Tone Table

Setting Up pcANYWHERE Software

Running Amanda Server as a Standalone

Attaching Amanda Server to a Network

When Working with a Windows NT or 2000 Domain

When Working with a Windows WorkGroup

Setting Network Properties

Backing Up the Initial Amanda Settings

Creating an NT Emergency Repair Disk

Defining Dial Codes

Chapter 4: Defining Integration Patterns

Using the Trace File for Integration

Using an Integrati on Pat te r n to Cap tur e Data

Creating Test Patterns

Running the Tests

Reading the Trace File

Adding Integration Patterns

Using Setup

Using JOVE

Using Character Codes

Chapter 5: Configuring Amanda

Using This Chapter

Using the Questionnaire

Configuring a New Installation

Using Default and Recommended Mailboxes

Configuring the Brooktrout Driver

Chapter 6: Defining Tone Patterns

Using AccuCall Wizard

AccuCall Wizard Features

System Requirements

Training the Brooktrout Voice Board

Troubleshooting

Configuring a Customized Tone

Configuration Examples

Pre-Configured Tones

Using AccuCall for Windows

Setting up your Test Environment

Learning a New Tone

Testing a Tone

Adding a Tone Manually

Editing a Tone

Using Your PCPM Table

Recording a Tone

Understanding Call Progress Tones

Recognizing Tones

Responding to Incoming Tones

Chapter 7: Faxing

Using This Chapter

Using a Fax Modem

Suggested Settings

Using the Brooktrout TruFax/200 Board

Detecting a Fax Machine Automatically