Amanda Work Group Administration Guide

Administering

Am

[e-mail]/

A

Windows

Version 3.xx

Administrator’s Guide: 7/01 Edition

ii Administering 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 brand names and product names are trademarks or registered trademark s
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 [phone] FAX [phone]

Conventions

iii

This manual uses the following terminology and conventions:

Amanda

caller

user

fixed-space type

The name by which this manual refers to
the [e-mail]/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
for. A user can access Amanda to play,
delete, and send messages as well as set
personal options su ch as Do Not Distu rb.

This guide displ ays information that you
must type and messages from Amanda in
fixed-space type.

iv Administering Amanda@Work .Group/Windows

Contents

Copyright and Trademark Notices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ii

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

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

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

Chapter 1:

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

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

How to Monitor and Adjust Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

How Amanda Operates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

A Mailbox for Each User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Mailboxes that Control Call Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Mailboxes that Provide Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

The Power of Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Processing Calls and Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Processing a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Processing a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Customer Service and Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

End User Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 1

System Administration Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Installation Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Application Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Chapter 2:

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Starting Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Locking Amanda’s Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Specifying a Time Zone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Chapter 3:

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

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 5

Using Amanda Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Logging Back On . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

System and Port Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Port Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Using the Menus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

Using the Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

Resetting Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

Tracing Port Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

Displaying a List of Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Resetting the Date and Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

Copying Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

vi Administering [e-mail]/Windows

Chapter 4:

Recording the Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Calling Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Recording the Company Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

Sample Greetings for Mailbox 990. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Sample Scheduling Records for Mailbox 990. . . . . . . . . . . . . . . . . . . . . . . . . . .27

Recording Caller Instructions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Sample Instructions for Mailbox 991 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

Sample Scheduling Records for Mailbox 991. . . . . . . . . . . . . . . . . . . . . . . . . . .30

Recording Employee Directory Instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Chapter 5:

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

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Using the Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Using the Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Logging Back On . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Using a Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Asking the User for Preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

Personal Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

Creating a Personal Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Creating a Personal Mailbox for Someone Without a Telephone. . . . . . . . . . . .42

Informational Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Creating an Informational Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Creating a Range of Mailboxes from an Existing Mailbox . . . . . . . . . . . . . . . . . . . .44

Modifying an Existing Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

Moving from One Mailbox to Another . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

Deleting an Existing Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

Finding Mailboxes that Match Certain Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46

Naming Groups and Greetings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

Mailbox Field Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48

Mailbox Statistics Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51

Chapter 6:

Notifying Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53

Selecting Ports for Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53

Planning Your Notification Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53

Managing Notification Records and Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . .54

Creating a Notification Record and a Notification Template. . . . . . . . . . . . . . . . . . .54

Creating a Notification Record from an Existing Template. . . . . . . . . . . . . . . . . . . .58

Modifying Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59

Disabling a Notification Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

Changing Notification Telephone Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61

Changing the Notification Variable by Telephone. . . . . . . . . . . . . . . . . . . . . . .61

Examples of Notification Methods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

Controlling a Message Light. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

Using %U and %V instead of %E . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

Using Voice Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

Calling a Pager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63

Relaying Information to a Pager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64

Calling Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65

Emergency Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67

Chapter 7:

Automatic Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69

Managing Automatic Call-processing Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

Creating Scheduling Records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

Modifying Scheduling Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73

Disabling a Scheduling Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75

Example: Changing User’s Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76

Chapter 8:

Generating Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

Example Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78

Managing Reports and Report Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78

Creating Reports and Report Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78

Creating Reports from Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80

Printing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81

Saving Reports as Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81

Chapter 9:

Using the Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

Administering Amanda by Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

Managing System Announcements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

Changing the Busy Hold Music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84

Locking and Unlocking Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84

Resetting Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

Listening to System Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 5

Creating System-wide Mailing Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86

Setting Up the Administrator Mailbox from the Computer. . . . . . . . . . . . . . . . . . . .87

vii

Chapter 10:

Using Utilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89

Backing Up and Restoring Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89

Deleting Mailboxes and Mailing Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90

Deleting Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90

Deleting Personal Mailing Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90

Displaying Message Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90

Validating Notification Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

Managing Text Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92

Searching Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92

Editing a Text File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92

Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92

JOVE Commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94

Displaying Text Files (20 Lines at a Time). . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

Displaying the Last n Lines of Text Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

Appendix A:

Setup Sheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97

Company Greeting Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97

Caller Instructions Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98

Mailbox with Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99

Mailbox with Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100

General Mailbox Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .101

Mailbox Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103

viii Administering [e-mail]/Windows

Appendix B:

Running Amanda from DOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105

Starting Amanda from DOS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105

Using Command-line Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106

Shutting Amanda Down in DOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106

Appendix C:

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117

Chapter 1: Introducing Amanda

What Amanda Does

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

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

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

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

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

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

Configured as an off-dut y attendant: Amanda provides 24-hour access to you r company
and its employees when an operator is unavailable.

In this case, the telephone switching system sends all incomin g calls to Aman da wh ile the
office is closed.

Configured as a voice messaging center: Amanda takes messages and allows users to
send, store, and forward messages, increasing productivity and enhancing inter-office
communication.

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

2 Administering [e-mail]/Windows

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

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

How to Monitor and Adjust Amanda

Because [e-mail]/Windows is a voice server, you can monitor it and adjust
how it processes users’ calls from your own workstation using the client software. You
also use the Setup utility on the server to set configuration parameters.

[e-mail]/Windows comes with the five client connections. That means, for
example, that five users can be using Amanda Messenger. Or, if you are running Amanda
Administrator and Amanda Monitor, only three users can run Amanda Messenger.

To allow other users to access Amanda via th eir workstatio ns (in addition to their
telephones), you must purchase additional connections.

The Amanda Company gives you an activation key for the number of connections you
have purchased.

The computer running Amanda must have a LAN adapter.

Amanda’s Windows 3.11 client applications also run on Windows 95, Windows 98, and
Window NT. Amanda Unified Messenger and Amanda Call Control cannot run in the
Windows 3.11 environment. They are 32-bit applications.

Amanda Administrator Windows 3.11 application. Allows you to control how

Amanda processes calls and to create reports.

Amanda Monitor Allows you to observe what ports are active and so on.

The others allow you to process mess ages, place calls, an d
manage your personal mailbox:

Amanda Messenger Allows users to access their messages and manage calls

from their workstations as well as by telephone.

Amanda Unified Messenger Allows users to access their voice mail messages from

their Microsoft e-mail application. This is a 32-bit client.

Amanda Dialer Dials telephone numbers that appear in Microsoft Word

for Windows, Microsoft Excel, and other Windows
applications.

Chapter 1: Introducing Amanda 3

Amanda Fax Allows you to fax anything that you can print from a

Windows application. It also allows you to convert the
printable item (document, spread sheet, and so forth) into a
fax file or a fax message. This client has 16 and 32-bit
versions.

OTE

N

: For details about adding clients, see Installing Amanda @Work.Group/Win-

dows.

How Amanda Operates

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

A Mailbox for Each User

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

The user changes the contents of these fields using a telephone and a series of menus. He
can also use Amanda Messenger. The administrator changes them from Amanda
Administrator . The administrator can view all the fields associated with the mailbox at the
same time and move easily from the fields for one mailbox to the fields for another.

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

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

Mailboxes that Control Call Processing

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

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

4 Administering [e-mail]/Windows

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

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

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

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

Mailboxes that Provide Information

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

The Power of Mailboxes

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

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

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

Chapter 1: Introducing Amanda 5

Processing Calls and Mailboxes

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

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

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

Processing a Call

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

• As Amanda answers a call, the system starts with the mailbox defined for use with
the port that handles the call. This is usually mailbox 990, the Company Greeting
mailbox. See “Recording the Company Greeting” on page 26 for more informa­tion about setting up this mailbox.

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

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

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

• Tokens from Amanda’s Token Pro gramming Languag e are used in the Ex tension
field. The Done Chain, Busy Chain, and RNA fields contain only mailboxes. Mor e
information about the Token Programming Language is in Installing Aman-
[e-mail]/Windows.

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

The following diagram helps to illustrate this concept.

6 Administering [e-mail]/Windows

Call Processing Diagram

OTE

N

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

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

Chapter 1: Introducing Amanda 7

Processing a Mailbox

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

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

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

• Routes the call if Do Not Disturb is on

• Identifies the caller, the called party, or both

• Allows the called party to screen calls

• Knows when to go to another mailbox or proces s tokens from t he Token Progr am­ming Language

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

OTE

N

: At any time, the caller can enter a num ber fro m the men u o r th e n umber

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

8 Administering [e-mail]/Windows

Mailbox Processing Diagram

Chapter 1: Introducing Amanda 9

Mailbox Processing Diagram (continued)

10 Administering [e-mail]/Windows

Mailbox Processing Diagram (continued)

Customer Service and Support

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

Customer Support:

(800) 800–9822

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

Dealer Sales:

Telephone: [phone]

Distribution Sales:

Telephone: [phone]

International Sales:

Telephone: [phone]

International Support:

Telephone: [phone]

A.M

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

.

Chapter 1: Introducing Amanda 11

Web Site:

http://www.taa.com

End User Support

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

System Administration Support

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

Installation Support

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

The Amanda Company offers installation support to any dealer who buys a turnkey
system.

Qualified Amanda marketing partners and solution providers, who are in good standing,
receive installation support for any system.

Application Support

Application support covers extended programs that can be configured using Amanda’s
powerful Token Programming Lang uage. 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.

12 Administering [e-mail]/Windows

Chapter 2: Getting Started

Starting Amanda

Amanda starts automatically when you start the Amanda computer. Amanda runs as an
NT service on that computer.

Using the Services dialog (a Windows NT dialog accessed from the control panel), you
can:

• Make the server start, stop, pause, or continue

• Change the automatic startup to a manual startup

• Disable the service

OTE

N

: Task Manager does not recognize NT Services. You must manually con-

firm that Amanda is running as an NT Service.

To confirm that your server is running as an NT Service:

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

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

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, the error messages are displayed in the Event Viewer
application log.

To view the NT service in the Application Log:

1. On the Start menu, click Programs, then Administrative Tools (Common), then Event
Viewer.

The Event Viewer window appears.

2. On the Log menu, click Application.

14 Administering [e-mail]/Windows

The Event Viewer Applicatio n Log window displays service information entries.

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

Locking Amanda’s Computer

You should lock the computer on which Amanda is installed when you are not using it.

To lock the computer:

1. Press Ctrl+Alt+Delete to display the Task Manager dialog box.

2. Click Lock Workstation.
The computer locks.
When you return, you must press Ctrl+Alt+Delete to unlock the computer. The user

name is Administrator and the default password is AMandA.

Specifying a Time Zone

Calculating the correct times in Amanda when clients are in different time zones requires
setting the TZ environment variable. TZ contains a string giving time zone and daylight
savings information. A line sets this variable in the AUTOEXEC.BAT file which is
constructed during new Amanda installations. This line sets the variable to PST8PDT
which matches the default behavior of a system without a value for this variable, that is
Pacific time zone, with daylight savings.

This string follows the convention used to identify time zones on PCs. This string has
three parts which are constructed as described below. (PST8PDT is used as an example in
the description.)

1. PST
Names the time zone, Pacific Standard.

2. 8
Gives the offset, + 8 hours from Universal Coordinated Time (UCT, formerly named

Greenwich Mean time or Zulu time). Negative amounts ar e valid for those time zones
on the opposite side of the UCT time zone. Amounts may be real numbers instead of
integers. Real values may be used to set 'precise local' times; they are also used by
some countries for their official times, for example, India uses a value of 12.5 hours.

3. PDT (Optional.)
This indicates the name of a time zone with daylight savings implemented; indicates

that programmatic correction for annual time changes should be made.

Chapter 3: Monitoring Amanda

Overview

Amanda Monitor lets you view the real time status of the Amanda from a workstation on
your Local Area Network (LAN).

The current status includes:

• Version number

• System usage information

• Number of mailboxes

• Amount of hard disk space available

• When the system was last started

• Each Amanda telephone port’s nu mber, type, and status

• Fax modem status

Using Amanda Monitor

To access Amanda Monitor:

1. Select the Amanda Monitor icon from the Amanda group.
The Monitor Logon dialog box appears.

2. Click Network Settings….
The Network Settings dialog box appears. Its default setting for the Server Name,

AMANDASERVER, is accurate in most cases. See your network administrator to be
sure. You can also use an IP address.

3. Click OK.
The Monitor Logon dialog box reappears.

4. Type the security code for the system administrator mailbox (mailbox 999) in the
Password text box.

The default security code is 999, but you should change that.
The Amanda Monitor main window appears.

16 Administering [e-mail]/Windows

The Amanda Monitor main window displays general information about the system. Its
menus and toolbar allow you to modify the main window and, more importantly, trace
system activity.

You can run Amanda Monitor minimized on your desk during work hours. Consider
putting it in your Windows StartUp group.

Logging Back On

If you lose connection to the server while you are using Amanda Monitor, you can log
back on without exiting Amanda Monitor.

To log back on to Amanda:

• On the File menu, click Log On.
A message indicates that you are logged on or that the server is unavailable.

Chapter 3: Monitoring Amanda 17

System and Port Information

The Amanda Monitor provides system and port information.

System Information

Below the menu bar, Amanda Monitor displays general information about your Amanda
system:

Started

The date and time (in 24-hour format) at which Amanda was last start­ed.

Shutdown

Time
Version
Voice Board

Driver
Next Notify
Fax
Disk space

free
CPU free

Busy count

No. of calls
taken

The next time Amanda is scheduled to shut down automatically. Shut­downs can be scheduled every day, once a week, or never as defined
by Amanda’s system configuration options.

The current date and time according to Amanda.
Amanda’s version number.
The version number for your voice board driver.

The next mailbox to be notified and the time of that notification.
The status of configured fax modems (if present).
The amount of free disk space still available for message storage in

hours and minutes of recording time.
The CPU idle time as a percentage. The CPU idle time fluctuates and

is heavily dependent on the type of CPU (386, 486, Pentium Proces­sor), the activity on the voice ports, the fax or data modems, and the
serial ports.

How often all the ports are busy simultaneously. This will help in de­ciding when to add more ports.

The total number of answered calls since the last start-up.

Port Information

Total mail­boxes

Port
Type
Status

The total number of mailboxes currently defined.

The number of each active port.
The type of call Amanda processes through this port.
The current activity on that port.
ANSWER The PCPM tone indicates that there was an answer
BUSY Th e PCPM tone indicates that the extension is busy
CHAIN Processing a Done, Busy, or RNA chain
DIAL Dialing
ERROR The PCPM tone indicates that there was an error

18 Administering [e-mail]/Windows

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

sages
MAIL Delivering messages.
MENU:1–8 Menu command selected from top level menu
MENU:TOP Menu level for the user
NOTIFY Processing a notification record.

Mailbox

Calls
Last Used

PCPM Receiving a PCPM tone
RECORDING Recording a message or greeting
RING Listening to a ring
RNA The PCPM tone indicates that there was no answer
SEND Sending a message
The current mailbox being accessed on that port, or the last mailbox

accessed if the port is now IDLE.
The total number of calls made or answered on that port.
The last time the port started activity or went off-hook.

Chapter 3: Monitoring Amanda 19

Using the Menus

Menu Command Description
File New…

Copy…

Administrator
Log On
Exit

View Toolbar

Status Bar

Creates a new trace file using the New Trace File dialog box to name the new
file. The default file extension is .OUT. The new trace file is stored on your
workstation.

To start the trace, on the Administer menu, click Trace to File then Start.
Copies a file from your PC or from the server to another PC or to another file

within the server.
You can also copy files from your PC to your PC or f rom the server to the ser v-

er.
If you are copying from or to a local PC, the Browse button is available.

Allows you to start Amanda Administrator from Amanda Monitor.
Allows you to log back on to Amanda if you have been disconnected.
Ends your Amanda Monitor session. You can also use the Close command on

the application Control menu. Amanda Monitor prompts you to save docu­ments with unsaved changes.

Displays or hides the Toolbar, which includes buttons for some of the most
common commands in Amanda Monitor, such as File New. A check mark ap­pears next to the menu command when the Toolbar is displayed.

Displays or hides the Status Bar, which describes the action to be executed by
the selected menu command or depressed toolbar button, displays the time on
your PC clock, and displays the keyboard latch state. A check mark appears
next to the menu command when the Status Bar is displayed.

Adminis­ter

Help

Trace Window

Trace to File

Mailboxes…

Allows you to Open… and Close the Server Trace window.

Allows you to Start and Stop saving trace information from the server to the
current file. You can also view the trace file while it’s running by selecting
View….

Once the trace has stopped, you can view the trace file by selecting View….
Displays a list of the mailboxes currently using a Client Connection an d allows

you to disconnect users.
Allows you to reset a single port on the system without having to shut the sys-

tem down.
Allows you to change the system’s date and time.
Displays a list of topics available on the online Help.
Displays information on how to use online Help.
Displays Company, Product and Program information.

20 Administering [e-mail]/Windows

Using the Toolbar

The toolbar offers a numb er of shortcuts.

Opens a new trace file if you do not wish to use the default.

Displays the Copy dialog box which will allow you to copy a file from your PC or
the server to another PC or to another file within the server. You can also copy files
from your PC to your PC or from the server to the server.

Allows you to view the existing trace file.

Opens the trace window.

Closes the trace window.

Starts the tracing to file.

Stops the tracing to file.

Allows you to change the date and time.

Displays online Help.

Displays context help. Click the button then click an object in the window, such as
the scroll bars or another button, to display help on that object. When there is no
help for a particular object, help for the main window appears.

Resetting Ports

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

AUTION

C

: Anyone using the port being reset will be disconnected without warning.

To reset a port:

1. On the Administer menu, click Ports….
The Voice Server Ports dialog box appears.

2. Select a port from the Active Ports list box then click Reset.

3. Click Done.

Tracing Port Activity

For new installations, you create trace files every time you restart Amanda. The
C:\AMANDA.BAT file creates the trace file, C:\AMANDA\TRACE.OUT. It also stores
your last three trace files as TRACE1.OUT, TRACE2.OUT , an d TRACE3 .OUT, all in the
C:\AMANDA directory.

Chapter 3: Monitoring Amanda 21

This allows the installer or administrator to:

• Check on the results of configuration changes

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

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

OTE

N

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

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

From Amanda Monitor, you can create trace files on your local workstation (or network).
From Amanda, you can create trace files on the server. You can copy trace files from the
server to your workstation (or n etwork) and vice ver sa. You can also cop y trace f iles from
one location on the server to another and from one location on your workstation (or
network) to another.

To start a real-time trace:

1. Do one of the following:

• On the Administer menu click Trace Window then Open….

• Click Open Trace Window on the toolbar.
The Server Trace window opens.

2. Click Freeze Frame… to examine the last 200 lines of the trace in another window.
The real-time trace continues while the Freeze Frame window is open.

3. Click Cancel to return to the Server Trace window.

4. To close the Server Trace window, do one of the following:

• Click Cancel.

• Click Close Trace Window on the toolbar.

• On the Administrator menu click Trace Window then Close.

To start (and stop) a trace to file:

1. Do one of the following:

• On the Administer menu click Trace to File then Start….

• Click Start Trace File on the toolbar.
The default trace file is TRACE.OUT. It is located on your workstation in the direc-

tory where Amanda Monitor is installed.

2. On the Administer menu, click Trace to File then View… to view the file in NotePad
(or another default Windows editor).

22 Administering [e-mail]/Windows

3. To stop tracing, do one of the following:

• On the Administer menu click Trace to File then Stop….

• Click Stop Trace File on the toolbar.

To create a new trace file:

1. On the File menu, click New….
The Open Trace File dialog box appears.

2. Indicate the name and location of a new trace file on your workstation (or network).
The default file extension is .OUT.

3. Use the steps in the previous procedure “To start a trace to file” for more information.

Displaying a List of Mailboxes

you can display a list of the mailboxes currently connected to the server as clients. You
can also disconnect the users of those mailboxes from Amanda Monitor.

To display a list of mailboxes:

1. On the Administer menu, click Mailboxes….
The Voice Server Mailboxes dialog box appears.

For example, “eric:1090 999” means that a user on the machine that has the Internet
host name “eric’ is using port 1090 to access mailbox 999.

2. Click Done to exit the Voice Server Mailboxes dialog box when you are done.

You can disconnect users without having to shut down the system.

Chapter 3: Monitoring Amanda 23

To disconnect a user who is accessing a mailbox:

1. On the Administer menu, click Mailboxes….
The Voice Server Mailboxes dialog box appears.

2. Select a user from the Active Mailboxes list box then click Disconnect.

3. Repeat step 2 as necessary.

4. Click Done to exit.

Resetting the Date and Time

You can reset Amanda’s date and time while the system is running.

To reset the date and time:

1. On the Administer menu, click Time….
The Voice Server Date and Time dialog box appears.

2. Type a new date in the Date text box or use the spin box to change the date.

3. Type a new time in the Time text box or use the spin box to change the time.

Copying Files

You can copy files without shutting down Amanda. You can copy files between your
workstation and the server. You can also copy files from one location on your wor kstation
to another or from one location on the server to another.

For example, you can copy a trace file f rom the server to your workstation or you can copy
files to be used in a fax-on-demand application from your workstation to the server.

To copy a file:

1. On the File menu, click Copy….

24 Administering [e-mail]/Windows

The Copy dialog box appears.

2. Indicate the name and location of the file to be copied.
If the file is on your workstation (or network), you can click Browse… to locate the

file.

3. Select the Local or Voice Server option button to indicate the location of the file.

4. Indicate the name and location of the file to be created.
If the file is on your workstation (or network), you can click Browse… to locate the

file.

5. Select the Local or Voice Server option bu tton to ind icate the lo cation of th e new file.

6. Click Copy.
If the file already exists, the Confirm File Replace dialog box appears.

7. Do one of the following:

• To replace the existing file, click Yes.

• To pre serve the existing file, click No and type a unique name for y our file in the

Copy dialog box.

8. When “File copy completed” appears at the bottom of the Copy dialog box, click
Cancel or copy another file.

When you copy a file from one Amanda server to another, a confirmation message
appears when the copy is completed.

OTE

N

: See Amanda@W ork.Group/ Windows Work station Featur es for informa-

tion about creating fax files with Amanda Fax.

Chapter 4: Recording the Greetings

Calling Amanda

To perform the procedures in this chapter you need to use a telephone, Amanda
Messenger, or Amanda Call Control. The telephone directions are provided here. See
[e-mail]/Windows Workstation Features for information about how to use
Amanda Messenger and Amanda Call Control to record greetings.

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

• Dial Amanda’s extension

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

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

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

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

To call Amanda (with integration):

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

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

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

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

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

26 Administering [e-mail]/Windows

To call Amanda (without integration):

1. Dial Amanda’s pilot number.

2. After Amanda answers, press *.

3. Enter mailbox 990 and press #.

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

990.)

Recording the Company Greeting

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

See “Appendix A: Setup Sheets” on page 97 for greeting worksheets.

To record the initial or company greeting:

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

You should hear Amanda play the top level menu.

2. Press 2 to change the greeting.

3. Press 1 to select Greeting 1.

4. Press 2 to record the greeting.

5. Press # as soon as you finish speaking.

6. After any recording, you can:

• Review the recording by pressing 1.

• Rerecord by pressing 2.

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

• Cancel the recording by pressing 4.

7. Save the recording by pressing 9.

8. To finish, hang up.

OTE

N

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

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

Chapter 4: Recording the Greetings 27

You can also record this greeting using Amanda Messenger. See Aman­[e-mail]/Windows Workstation Features for more information.

Sample Greetings for Mailbox 990

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

Greeting 1: Morning Greeting

Good morning, thank you for calling Company Name.

Play it from 8

A.M

. to 12 P.M. Monday through Friday.

Greeting 2: Afternoon Greeting

Good afternoon, thank you for calling Company Name.

Play it from 12 to 5:30

P.M

. Monday th rough Frid ay.

Greeting 3: After-hours Greeting

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

Play it from 5:30

A.M

8

. Monday.

P.M

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

Greeting 4: Holiday Greeting

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

Play it from 8
from 8

A.M

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

A.M

. Saturday through 8 P.M. Monday.

Sample Scheduling Records for Mailbox 990

This section shows how to schedule the sample greetings using Amanda Administrator.

The follow i ng figures and explanati ons show ho w to schedule the four gre etings in
“Sample Greetings for Mailbox 990” on page 27. It shows the scheduling records for an
Amanda system that was initialized May 23, 1997, just before a three-day weekend for
American Memorial Day holiday.

T o pl ay gr eeting 1 on weekday mornings, greeting 2 on weekday aftern oon s, and greeting
3 on weeknights and weekends, you need three scheduling records. The first starts
greeting 1 at 8:00
and the third starts greeting 3 at 5:30

A.M

. on weekdays; the second starts greeting 2 at noon on weekdays;

P.M

. on weekdays. Greeting 1 plays until greeting 2
starts; greeting 2 plays until greeting 3 starts; and greeting 3 plays until greeting 1 starts.
For example, because greeting 1 does not start until Monday morning, greeting 3 plays
Friday evening and the entire weekend.

28 Administering [e-mail]/Windows

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

A.M

Greetings 2 and 3 have similar settings. Notice that you select the time using

P.M

., but that the Scheduler Records list box uses the 24-hour format.

. and

The next figure shows the Auto Scheduler window and the settings for the records needed
to schedule greeting 4 to be played for the Memorial Day weekend, from Friday evening
of May 23 until Tuesday morning of May 27. Each of the four records overrides a
normally scheduled greeting. To prevent collisions, each record starts one minute later
than the greeting it is overriding. You can, of course, disable the usual greetings, create
only one record for greeting 4 for the holiday weekend, and re-enable the usual greetings
on Tuesday morning. That is easier—but causes problems if you forget to re-enable the
usual greetings sometime between 5:30 Monday evening and 8:00

A.M

. Tuesday morning.

Chapter 4: Recording the Greetings 29

Notice that this and the other records for the holiday are enacted only onc e, rather than on
a regular basis.

The three records for May 26th override the Monday morning use of greeting 1 on May
26, the Monday afternoon use of greeting 2, and the Monday evening use of greeting 3.
Their settings are similar to the record shown in the preceding figure.

Recording Caller Instructions

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

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

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

See “Appendix A: Setup Sheets” on page 97 for greeting worksheets.

To record the caller instructions:

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

Instructions mailbox.

2. Press 2 to change the greeting.

3. Press 1 to select Greeting 1.

4. Press 2 to record the greeting.

30 Administering [e-mail]/Windows

For example:
“To reach the person you are calling, enter that person’s extension. For information

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

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

5. Press # as soon as you finish speaking.

6. After any recording, you can:

• Review the recording by pressing 1.

• Rerecord by pressing 2.

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

• Cancel the recording by pressing 4.

7. Save the recording by pressing 9.

8. To finish, hang up.

OTE

N

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

whenever the system has no other specific instructions.

OTE

N

: You can also record this greeting using Amanda Messenger. See Aman-

[e-mail]/Windows Workstation Features for more information.

Sample Instructions for Mailbox 991

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

Greeting 1: Instructions (during office hours)

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

Play it from 8

A.M

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

Greeting 2: After-hours Instructions

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

P.M

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

request information.

Play it from 5:30

A.M

8

. Monday.

P.M

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

Sample Scheduling Records for Mailbox 991

The following figure shows how to schedule the two greetings in “Sample Instructions for
Mailbox 991” on page 30. It shows the scheduling records for an Amand a sys tem that wa s
initialized May 23, 1997.

A.M

.

To play greeting 1 on weekdays and greeting 2 after-hours, you need two scheduling
records. The first starts greeting 1 at 8:00

A.M

. on weekdays; the second starts greeting 2 at

Chapter 4: Recording the Greetings 31

5:30 P.M. on weekdays. Because greeting 1 does not start until Monday morning, greeting
3 plays Friday evening and the entire weekend.

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

Greeting 2 has similar settings. Notice that you select the time using
that the Scheduler Records list box uses the 24-hour format.

A.M

. and P.M., but

Recording Employee Directory Instructions

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

Amanda automatically maintains the employee directory using the names defined in the
Directory Name 1 and Directory Name 2 fields in the Mailbox window.

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

The initial 411 recording that comes with Amanda is:

“Enter the first few letters of the name of the pers on you are calling. For the letter Q, use 7,
and for the letter Z, use 9.”

32 Administering [e-mail]/Windows

As Amanda searches for matches, any spaces or punctuation in the name are ignored. If
there are several matches, Amanda plays all of them. When a caller enters a name that is
not in the directory, Amanda says, “I’m sorry. I could not find a match for your entry.”

If you set the tmo_dir_transfer configuration option to a number greater than 0, you have
additional prompts.

The prompt after each match is: “To be transferred to this extension, press *. Otherwise,
press # to c ontinue.”

If you are selecting a recipient for voice mail, the prompt is: “To select this extension,
press *. Otherwise, press # to continue.”

When there are no more matching directory entries, the p rompt is: “To search the directory
again, press *. Otherwise, press #.”

To record a different set of directory instructions:

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

2. Press 2 to change the greeting.

3. Press 1 to select Greeting 1.

4. Press 2 to record the greeting.
You might want to include use a message similar to the default message. You might

want to add that, while the caller is listening to the directory, pressing * causes
Amanda to call the mailbox about which information is being played.

5. Press # as soon as you finish speaking.

6. After any recording, you can:

• Review the recording by pressing 1.

• Rerecord by pressing 2.

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

• Cancel the recording by pressing 4.

7. Save the recording by pressing 9.

8. To finish, hang up.

OTE

N

: You can also record this greeting using Amanda Messenger. See Aman-

[e-mail]/Windows Workstation Features for more information.

Chapter 5: Setting Up Mailboxes

Overview

The design of [e-mail]/Windows depends upon the mailboxes that you
have defined. What a call er hear s and can do is controlled by the mailbox that t he call er is
accessing at the moment and how that mailbox is configured. When you configure a
particular user’s mailbox, you control what that us er can d o with Amanda and what he can
change about his mailbox.

You can create mailboxes based on a template or as a copy of any existing mailbox. Using
a template allows you to make sure all users have the same basic call-processing features.
You can change individual mailboxes as necessary.

You use Amanda Administrator to set up mailboxes, including their notification records
and scheduling records, and to create reports.

To start Amanda Administrator:

1. Select Amanda Administrator from the Start menu.
The Administrator Logon dialog box appears.

2. Click Network Settings….
The Network Settings dialog box appears.
The default server name is AMANDASERVER.
Make sure that the server name matches the name of your Amanda server. See your

network administrator to be sure. You can also use an IP address.

3. Click OK.
The Administrator Logon dialog box reappears.

4. Type the security code for the system administrator mailbox (mailbox 999) in the
Password text box.

The default security code is 999, but you should change that.

5. Click OK.

34 Administering [e-mail]/Windows

The Mailbox List dialog box lists all the mailboxes currently in the database. (It also
allows you to create, copy, or delete mailboxes.)

6. Do one of the following:

• In the Mailbox text box, type the first few characters that appear in the list for
that mailbox. Then click OK.

• From the list, double-click the mailbox.

• To create a mailbox based on the mailbox template, click New…, type a number
for the mailbox, then click OK.

• To create a mailbox or a range of mailboxes based on an existing mailbox, click
Copy…, type the number for the mailbox, type the number for the first and last
mailbox in the range (these two numbers can be the same to create only one mail­box), click OK, then select one of the newly created mailboxes.

Chapter 5: Setting Up Mailboxes 35

The Mailbox window displays information about the selected (or newly created)
mailbox.

36 Administering [e-mail]/Windows

Using the Menus

Menu Command Description

Mailbox New… Creates a new mailbox using the mailbox template (normally

mailbox 997).
Save… Saves the changes made to the current mailbox.
Delete… Deletes the current mailbox.
Mailbox Displays the Mailbox window.
Auto

Scheduler
Notify Displays the Notify window.
Report Displays the most recently created report—if there is one.
Display… Allows you to display mailboxes with or without a name. (The

Log On Allows you to log back on to Amanda if you have been discon-

Monitor Allows you to start Amanda Monitor from Amanda Administra-

Exit Ends this session of Amanda Administrator.

Edit Previous Displays the previous mailbox in the current Mailbox List.

Next Displays the next mailbox in the current Mailbox List.
Copy… Copies the current mailbox to one or a range of mailboxes.
Find… Allows you to search for all mailboxes which match certain crite-

Displays the Auto Scheduler window.

name is a combination of the settings for Directory Name 1 and

Directory Name 2.)

nected.

tor.

ria. Specify the settings to be matched in the Mailbox window.

(Please note that the search is case sensitive.)
Start Search… Starts a search based on your criteria. Amanda Administrator cre-

ates a Mailbox List from the mailboxes that match your criteria or

notifies you that no mailbox matches your criteria.

OTE

N

: The next and previous buttons and other commands ap-

ply to this mailbox List until you select End Search.
You can create a report on the mailboxes returned during
a search.

End Search Ends the search and returns to the complete list of mailboxes.

Status Clicking Status (or pressing Alt+S) displays the statistics for the

current mailbox. To exit, select OK.

Report Design

Report…

Save As… This saves your report as a file (ASCII text).

Allows you to design a new repo rt or load and modify a previous-

ly designed report. Select the items you want to appear on the re-

port. The order in which they are listed will be the order used for

reporting.

Chapter 5: Setting Up Mailboxes 37

Menu Command Description

Print… This prints your report.
Print Preview This allows you to view your report’s layout (including page

numbers) before printing.

Print Setup… This allows you to define your printer options.

Help Contents Displays the Contents for Amanda Administrator Help.

Using Help Explains how to use online help.

Using the Toolbar

The toolbar offers buttons as timesaving alternatives to commands on the menu bar:

About Admin­istrator

Creates a new mailbox from the mailbox template (usually mailbox 997).

Saves the current mailbox.

Deletes the current mailbox.

Copies the current mailbox to a range of mailboxes.

Go to the previous mailbox.

Go to the next mailbox.

Search for mailbox’s with specific settings.

Displays the Mailbox window.

Displays the Auto Scheduler window.

Displays information, such as the copyright date and version
number, about Amanda Administrator.

Displays the Notify window.

Displays the Report window.

Logging Back On

If you lose connection t o Amanda whi le you are usin g Amanda Admin istrator , you can lo g
back on without exiting Amanda Administrator.

To log back on to Amanda:

• On the Mailbox menu, click Log On.
A message indicates that you are logged on or that the server is unavailable.

38 Administering [e-mail]/Windows

Using a Template

Setting up the mailbox template effectively at the beginning can save you the most
administration time down-the-road. Always create a new mailbox from the existing
mailbox that matches the new mailbox most closely, even if that is not the mailbox
template. Asking users about their personal preferences can be very effective. A sample
questionnaire is included in this section for that purpose.

You can create a mailbox as a copy of the mailbox template (by default mailbox 997) or a
copy of another existing mailbox.

Amanda copies:

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

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

• All notification and scheduling records.

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

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

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

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

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

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

P.M

. and turn it off at 8 A.M. This saves

Chapter 5: Setting Up Mailboxes 39

Asking the User for Preferences

Use the following User Questionnaire to determine what settings to give a new user. Based
on the company decisions about calls, you can delete some questions from the
questionnaire. See the company questionnaire in Ins tal l ing Am and [e-mail]/
Windows. The “you” mentioned in the questionnaire is the user.

User Questionnaire

Question

1) How many times should the tele­phone ring before Amanda takes a mes­sage?

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

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

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

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

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

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

1

Circle

Response

1 2 3
4 5 6
7 8 9

ON Turn Do Not Disturb on.

OFF Turn Do Not Disturb off.

under my
control

ON Turn Call Screening on.

OFF Turn Call Screening off.

under my
control

YES Turn Identify Called Party on.
NO Turn Identify Called Party off.

Set Adjust Maximum Rings to the circled number.

Turn Do Not Disturb’s Lock on.

Turn Do Not Disturb’s Lock on.
Turn Do Not Disturb off.

Turn Do Not Disturb’s Lock off.

Turn the Lock on.

Turn the Lock on.
Turn Call Screening off.

Turn the Lock off.

Administrative Action to

Mailbox Fields

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

(This is primarily for people who share
telephones.)

YES Turn on both Call Screening and Identify Called

Party.
Amanda can tell the user either of the following:

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

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

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

NO Use the settings already specified for call screening

and identifying the caller in questions 3 and 4a.

40 Administering [e-mail]/Windows

User Questionnaire (Continued)

Question

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

OTE

: Regardless of this setting, the

N

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

1

Use Call Screening only with supervised transfers. If C all Screening is on and the call is not super­vised, the caller is screened but that recording is not played to the user. (An unsupervised transfer
has an H token in the mailbox's Extension field. For example, if mailbox 127 has 127H in the
Extension field, Amanda transfer s al l calls to mai lbox 127 to ex ten sio n 127 and i mmed iately ends
her participation in the call.)

Response

YES Turn Play Date & Time on.
NO Turn Play Date & Time off.

Personal Mailboxes

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

A personal mailbox stores:

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

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

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

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

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

Circle

Administrative Action to

Mailbox Fields

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

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

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

Chapter 5: Setting Up Mailboxes 41

Creating a Personal Mailbox

Y o u must create a mailbox for each user who will receive messages via Amanda. That user
does not have to have an onsite telephone.

To create a personal mailbox for a user:

1. On the Mailbox menu, click New….
The Create Mailbox dialog box appears.

2. Enter the new mailbox then click OK.
Amanda copies the information for the new mailbox from the mailbox template. See

“Using a Template” on page 38 for details.

3. Do one of the following:

• Type a comment in the Comment text box. (Use up to 17 characters.)

For example, for an information mailbox, you might refer to the menu or data the
mailbox provides.

4. (Optional) To change the security code from the default, click Security Code….
The Change Security Code dialog box appears. Type in and then verify the new secu-

rity code. Click OK.

OTE

N

: If the configuration option sec_code_display is set to true, the

Change Security Code dialog box displays the current security code.
Otherwise, the current security code is not displayed.

5. Type values in the Extension text box.
The Extension field is perhaps the most important field on the screen. It is program-

mable and determines what extension Amanda dials and so forth. For example, for
mailbox 122, if you use:

122H

Amanda dials extension 122 and hangs up. This is a blind transfer.
122 is usually a s upervised transfer (depending on the value of the dl_suffix option in

the .PBX file). See Installing [e-mail]/Windows for more details about
.PBX files.

6. Type the user’s first name in the Directory Name 1 text box.
Amanda automatically adds the contents of two fields (Directory Name 1 and Direc-

tory Name 2) to the employee directory. When callers enter 41 1 (or whatever mailbox
has been configured as the employee directory), they are normally instructed to enter
the first few letters of the first or last name of the person they wish to reach.

7. Type the user’s last name in the Directory Name 2 text box.

8. Set the other fields as appropr iate. Press F1 for help or use the user questionn aire later
in this chapter.

For example if the user has no onsite telephone, set and lock Do Not Disturb.

9. When you are done, on the Mailbox menu, click Save… to save this mailbox.
The Save Change dialog box appears.

42 Administering [e-mail]/Windows

10. Click Yes.

IPS

: If you set a lock, the user cannot change the value of the associated field

T

from a telephone or Amanda Messenger. From the telephone, the user
does not even hear the menu option that accesses that feature.

To prevent Amanda from taking a message, in the Messages group box,
clear the Store check box and select None for the Copy Messages T o box.
Otherwise, the system records a message and stores it for the current
mailbox and/or the mailbox specified by Copy Messages To.

To keep a mailbox out of the employee directory, leave the Directory
Name 1 and Directory Name 2 text b oxes bl ank . In t h is cas e, you mi ght
want to put the user’s name in the Comment field.

Remember that a user can go by a nickname. The Directory Name 1 field
might contain the nickname. For example, for someone named Thoma s,
are people going to enter T-o-m for Tom or T-h-o for Thomas?

To add a menu, create a greeting that explains the menu, and direct the
user to different mailbox es based on the select ion from the menu. For de­tails, see “Menus” on page 51.

Creating a Personal Mailbox for Someone Without a
Telephone

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

Informational Mailboxes

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

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

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

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

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

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

Creating an Informational Mailbox

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

Chapter 5: Setting Up Mailboxes 43

The proper settings for Amanda Administrator are:

Extension: blank
Directory Name 1: blank
Directory Name 2: blank

Do Not Disturb: checked

Lock: checked

(Messages group box)

Store:

cleared

Copy Messages To: None

Delay:

1

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

30-601 (when the Menu fields are used)

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

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

IPS

T

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

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

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

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

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

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

tails, see Installing [e-mail]/Windows.

To use a menu with an informational mailbox:

1. Make sure the greeting lists the menu options.
Make sure that you list no more than 10 possible menu options.

2. For each menu option in the greeting, direct the user to a specific mailbox.

For example, if the greeting says, “Press 1 for Sales....,” then the text box labeled “1”

in the Menus group box should contain the extension number for a sales representa­tive.

If the greeting says, “Press 0 for the operator...,” then the text box labeled “0” in the
Menus group box should contain the operator’s extension.

44 Administering [e-mail]/Windows

Creating a Range of Mailboxes from an Existing
Mailbox

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

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

To create a range of mailboxes based on another mailbox:

1. From the Mailbox window, click the button after the current mailbox.
The Mailbox List dialog box appears.

2. Select the mailbox to be copied then click Copy….
The Copy Users dialog box appears.

IP

T

: If the Mailbox window already displays the mailbox to be copied, on

the Edit menu, click Copy….

3. Type the number for the first mailbox in the range in the Start At text box.

4. Type the number for the last mailbox in the range in the End At text box.
Amanda creates the specified mailboxes by copying the fields from the current mail-

box. See “Using a Template” on page 38 for a list of the fields that are copied.

Modifying an Existing Mailbox

As users’ needs and cor porate po licies change, you can modify how calls are proces sed by
modifying mailboxes.

To modify a mailbox:

1. From the Mailbox window, click the button after the current mailbox.
The Mailbox List dialog box appears.

2. Double-click the mailbox to be viewed or modified.

3. Change the de sired fields.

4. On the Mailbox menu, c lick Save… to save your changes.
The Save Changes dialog box appears.

5. Click Yes.

Chapter 5: Setting Up Mailboxes 45

Moving from One Mailbox to Another

You can always move from one mailbox to the next in numeric order. Ctrl+P goes to the
previous mailbox and Ctrl+N goes to the next.

When you are in search mode, Ctrl+P and Ctrl+N move from one mailbox to another
within the set of mailboxes that are the result of the search.

You can select any mailbox, regardless of order, from the list of all the mailboxes (or all
the mailboxes that match the search criteria). However, you can identify the mailbox more
readily if you display both the number and the contents of the name fields.

To display the mailbox and/or its owner’s name:

1. On the Mailbox menu, click Display….
The Mailbo x Name Display dialog box displays a series of options:

• Mailbox Followed by Name

• Name Followed by Mailbox

• Mailbox Only

• Name Only
The name is formed by combining the contents of the Directory Name 1 and Direc-

tory Name 2 text boxes.

2. Select an option then click OK.

To select a mailbox to be displayed:

1. From the Mailbox window, click the b ut ton after the current mailbox.
The Mailbox List dialog box displays all the currently defined mai lboxes (o r all those

found by a search) in numerical order.

2. Select a mailbox from the list box by scrolling through the list box or typing the first
few characters displayed in the list box; then click OK.

Amanda displays the selected mailbox in the Mailbox window.

Deleting an Existing Mailbox

You can delete any existing mailbox.

To delete a mailbox:

1. From the Mailbox window, click the b ut ton after the current mailbox.
The Mailbox List dialog box appears.

2. Select one or more mailboxes to be deleted.

46 Administering [e-mail]/Windows

3. Click Delete…
The Delete Mailbox dialog box appears.

4. Click Yes or Yes to All.

Finding Mailboxes that Ma tch Certain Criteria

You can use Amanda Administrator to find all the mai lbox es t ha t ha ve a parti cul ar sett ing
or combination of settings. For example, you can locate:

• All the mailboxes that have Do Not Disturb turned on and locked

• All the mailboxes that have Call Screening turned on but not locked

• All the mailboxes in the specified range that are members of group 1

After you locate those mailboxes, you enter search mode. Amanda Adminis trator displays
only the matching mailboxes in the Mailbox list box. On the Edit menu, clicking Next and
Previous move you from one matching mailbox to the next matching User — instead of
from one existing mailbox to the next existing mailbox.

To search for mailboxes with specific settings:

1. From the Mailbox window, press F3 (or, on the Edit menu, click Find…).
An information dialog box explains how to search.

2. Click OK.
The Mailbox window becomes blank with “none” as the mailbox.

3. Do any combination of the following:

• Select or clear the appropriate check boxes. For example, you might select the

Do Not Disturb check box and clear the Lock check box.
Notice that each check box has three states:

- Selected (or checked)

- Cleared (or unchecked)

- Don’t care (disabled/grayed)

• Provide values for text boxes (to be matched during the search) or leave them

blank (to indicate that their contents are not part of the search).

4. On the Edit menu, select Start Search.
Amanda Administrator searches for mailboxes that match those values.
The Mailbox List displays all the mailboxes whose settings match those you pro-

vided.

5. Select a mailbox from the list, then click OK.

6. To move from one matching mailbox to another, do either of the following:

• Use Ctrl+P (or click Previous on the toolbar)

• Use Ctrl+N (or click Next on the toolbar)

Chapter 5: Setting Up Mailboxes 47

These buttons wrap from the first to the last and vice versa.

7. When finished, on the Edit menu, select End Search.
Ctrl+P and Ctrl+N will then move from one mailbox to the next, regardless of

whether the mailboxe s have any matching va lues.

OTE

N

: To end a search or exit search mode at any time, on the Edit menu,

click End Search.

Naming Groups and Greetings

Amanda Administrator allows you to name your groups and greetings. The name should
help you remember what the group or greeting is for.

To name a group:

1. From the Mai l box window, click the button after the group to be named (or
renamed).

The Group Number List dialog box appears.

2. Click Edit Name….
The Edit Group Name dialog box appears.

3. Type a name for the group in the Group Name text box.
The name can contain up to 15 characters.

To name a greeting:

1. From the Mailbox window, click the button after the RNA box (in the Personal
Greetings group box).

The Greeting List dialog box appears.

2. Select the greeting to be named from the list box.
If the greeting has not been previously named, the greeting is identified only by its

number.

3. Click Edit Name….
The Greeting Name dialog box appears.

4. Type a name for the greeting in the Greeting Name text box.
The name can contain up to 50 characters.

48 Administering [e-mail]/Windows

Mailbox Field Reference

The following table defines the User fields in the order in which they appear in the
Mailbox window. Some appear in the Status window.

Mailbox Fields

Field Description

Mailbox

Comment

Security Code

Extension

Directory Name 1

Directory Name 2

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

If you are using a Brooktrout voice board, this field is provided for you as a no­tation field. Its maximum length is 17 characters.

The up-to-eight digit security code that permits access to this mailbox (0 to

99999999). For added securi ty, the security code does not remain on the screen
after you save the mailbox. The system administrator can change a security
code but cannot see the current one—unless the configuration option
sec_code_display has been set to true. (It’s default is false.)

Contains the programmed dial actions Amanda should perform when the sys­tem transfers a call that has accessed the mailbox and Do Not Disturb is OFF.
Typically this field contains the extension that Amanda should ring. Amanda
also allows you to program other call actions by using her Token Programming
Language. Other call actions include: system paging for an urgent call, trans­ferring to a remote number, and modifying Amand a’s standard call process ing.
Use a maximum of 65 characters.

Amanda uses this information to automatically build her 411 directory. Nor­mally you put the user’s first name in this field. Leave this field blank for mail­boxes which are not to appear in the employee directory. I f you leave this blank,
you may want to use the Comment field to identify the user who has this mail­box. Its maximum length is 16 characters.

Same as Directory Name 1. Amanda provides this second directory field to al­low for second names, such as last na mes or nicknames. It s maximum length is
16 characters.

Read-Only

Adjust Maximum
Rings

Do Not Disturb
Lock

Indicates whether or not this mailbox can be only viewed or viewed and modi­fied. You must enter a special password as you access the User window or you
cannot access the read-only field.

The number of rings Amanda allows when transferring a call to the extension
before determining that there was a Ring No Answer. If it is 0, Amanda uses
the system default (which is 4). Thi s paramet er onl y works when A mand a per­forms a supervised transfer.

When cleared or OFF, Amanda evaluates the Extension field. I f this is selected
or ON, Amanda plays the current greeting for the mailbox. When the Lock field
is selected or ON, Amanda does not permit the user to change this setting from
a telephone. In fact, Amanda does not play the me nu option about changing the
setting for the user.

Chapter 5: Setting Up Mailboxes 49

Mailbox Fields (Continued)

Field Description

Call Screening
Lock

Store
Maximum Length

When selected or ON and Do Not Disturb is cleared or OFF, Amanda says to
the caller, “At the tone, please say your name and comp any , and I’ ll an no unce
your call.” The caller’s response is played to the user when he answers the tele­phone. The user can accept or reject the call. Lock is the same as for Do Not
Disturb.

Use Call Screening only with supervised transfers. If Call Screening is on and
the call is not supervised, the caller is screened but that recording is not played
to the user. (An unsupervised transfer has an H token in the mailbox's Extension
field. For example, if mailbox 127 has 127H in the Extension field, Amanda
transfers all calls to mailbox 127 to extension 127 and immediately ends her
participation in the call.)

Another method of screening calls is called Modified Call Screening.
This feature is controlled by th e configuration option modified_call_screening.
When set to true (default), and both call screen ing and identify called p arty are
selected for a mailbox, the person who answers the call hears which mailbox
the call is for and then hears the Call Screening menu. The caller is not asked
for his name and company.

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

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

When selected, Amanda records and saves a message for the mailbox after
playing the greeting.

OTE

N

: Even when this field is cleared, Amanda takes a message if Copy Mes-

sages To specifies a valid mailbox.

The maximum number of seconds for each message is defined by Maximum
Length.

Copy Message s To

Guests

When this setting is a valid mailbox, Amanda takes a message and stores a copy
of it in that mailbox.
When Store is selected and Copy Messages To contains a valid mailbox, Aman­da stores the message for both the current mailbox and the mailbox specified
by Copy Messages To. To prevent Amanda from taking a message after the
mailbox’s greeting plays, you must clear Store. In Amanda Administrator, se­lect None for Copy Messages To.

Indicates the number of guest mailboxes that a user can create. As a user creates
or deletes a Guest mailbox, this number is automatically decr eased or increased
by 1.When the number is 0, the user has created all the Guest IDs that he is al­lowed. He must delete one before creating another.

50 Administering [e-mail]/Windows

Mailbox Fields (Continued)

Field Description

RNA
Max. Length
Lock

Custom Busy
Max. Length
Lock

Indicates which of the user’s recorded greetings becomes the RNA (Ring No
Answer) greeting. Amanda plays this greeting when any of the following is
true:

• Do Not Disturb is selected or ON.

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

• Call screening is selected or ON and the caller rejects the call.

If this field is 0, Amanda uses the system greeting (“Please leave a message for ”
followed by the Name/Extension recording for that mailbox).

Maximum Length defines the maximum number of seconds allowed for each
greeting. A value of 0 acts as a lock. It prevents the user from recording or
changing greetings.

In Amanda Administrator, there is a Lock field for this purpose. However, be­fore you unlock this field, you need to change the Max. Le ngth fi eld t o a num­ber greater than 0. (45 was the default and is a good choice.)

For convenience, Amanda Administrator allows you to name your greetings.
Indicates whether Amanda should use the system busy greeting or the custom

busy greeting when letting the caller know that the dialed extension is busy.
The system busy greeting allows the caller to hold for the extension by pressing
*, which, in turn, causes Amanda to play the Busy-Hold music file (about 30
seconds of custom music) befor e trying the extension again. If th e extension is
still busy, Amanda changes her prompt, allowing the caller to continue holding,
enter another extension, or leave a message.
Maximum Length defines the max imum length in seconds for the cus tom busy
greeting recorded by the user.

In Amanda Administrator, there is a Lock field. However, before you unlock
this field, you need to change the Max . Length f ield to a n umber greater than 0.
(45 was the default and is a good choice.)

Identify Called

Party

Play Date & Time

Record Name &
Extension

When Identify Called Party is cleared and Amand a performs a supervised tran s­fer, the system plays a connection tone that only the called party can hear befor e
the system connects the caller. When Identify Called Party is selected, Amanda
plays the Name/Extension recording of the mailbox that was called. This is par­ticularly useful when two or more mailboxes ring the same telephone exten­sion. Messages are stored with different mailboxes, so each us ers’ messages are
private.

Indicates whether Amanda plays the date and time of the message. When Play
Date & Time is selected, Amanda plays the date/time when that message was
recorded followed by the message itself. When cleared or set to NO, the date/
time is not given before playing the message.

OTE

N

: A user can always get the message date/time by press ing 74 during the

message regardless of this setting.

The Name/Extension field controls whether users can record their names and
extensions. When cleared, Amanda pr events th e u ser fr om recording his name
and extension. If selected, the user can r ecord his nam e and extens ion . If there
is no Name/Extension recording, Amanda defaults to saying the mailbox num­ber.

Chapter 5: Setting Up Mailboxes 51

Mailbox Fields (Continued)

Field Description

Chains
Done

Chains
RNA

Chains
Busy

Delay

Groups

After Amanda finishes processing a mailbox, control is transferred to the mail­box specified in the Done Chain. If this field is blank, Amanda uses the Done
Chain of the company greeting mailbox (generally 990). This chain normally
points to mailbox 991, the caller instructions mailbox. When not blank, the
mailbox specified must both exist and share at least one group with the current
mailbox.

If a dialed extension returns Ring No Answer, Amand a’s standard Ring No An­swer action (which is to play the mailbox’s greeting and possibly take a mes­sage) can be changed to continue processing at the mailbox specified in the
RNA chain. When not blank, the mailbox specified must both exist and share
at least one group with the current mailbox.

Similar to the RNA chain field, Amanda uses the Busy Chain when a dialed ex­tension is busy. When not blank, the mailbox specified must both exist and
share at least one group with the current mailbox.

Time in tenths of seconds to delay af ter pl aying t he mailb ox’s cu rrent greet ing
that Amanda waits before performing the next action (either taking a message
or chaining to another mailbox). A value of 20 is 2 seconds. The caller can still
enter DTMF digits during this time. For example, if the greeting offers a menu,
allow the caller enough time to decide which item to select.

Each mailbox is accessible from any other mailbox with which it shares at least
one group. Every user, for example, must have a mailbox that shares a group
with the Company Greeting mailbox, or no callers can reach the user. You can
specify up to four groups for a mai lbox to bel ong to. I f no gro ups are s pecified
for a mailbox, it belongs to all groups.

For convenience, Amanda Administrator allows you to name your groups.
Even integrated calls cannot violate mailbox group rules.

Menus
1 2 3
4 5 6
7 8 9
0

Using these fields allows you to provide callers with a menu. If the menu field
contains a mailbox, Amanda transfers control to that mailbox when the caller
presses the digit corresp on di ng to t hat fi eld. If a menu field is empty, Amanda
interprets the digit pressed by the caller as a mailbox. The menu is available
only while Amanda plays the current mailbox’s greeting or during the delay
you specify to follow the greeting . For ex ample, sup pose that ma ilb ox 100 has
menus 1: 1001 and 2: 1002 . If a caller presses 1 or 2 during the greeti ng, Aman­da sends the caller to mailbox 1001 or 1002. But, if the caller presses 3, Amanda
sends the caller to mailbox 3.

Mailbox Statistics Reference

You can review your current mailbox statistics (since they were last reset) using th e Status
command.

To review statistics:

1. Click Status on the menu bar (or press Alt+S) to display the statistics for the current
mailbox.

The Statistics dialog box appears.

52 Administering [e-mail]/Windows

2. To exit, select OK.

The following table defines the statistics fields in the order in which they appear in the
Statistics dialog.

Statistics Fields

Field Description
Created
Saved
Messages Current,

New and (___ sec)

Messages
Maximum

Messages Total

Conn Secs
User Secs
Statistics Started
Calls
Transfers

Logins

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

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

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

The cumulative total of messages taken for this mailbox since the last statistics
reset.

The total amount of seconds callers accessed this mailbox.
The total amount of seconds the user was logged on to this mailbox.
The date and time since creation or the last reset of this mailbox’s statistics.
The total number of times the mailbox was processed.
Shows the total number of times Amanda successfully transferred a call to the

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

Notifies
Faxes
Urgent

Shows the total number of times Amanda successfully notified this mai lbox.
The total number of Faxes that have been received.
The total number of urgent messages that have been received.

Chapter 6: Notifying Users

Overview

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

• Turn message lights on and off

• Page users using their pager numbers

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

• Use an office paging system to locate users

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

Selecting Ports fo r Not ifi ca ti on

You specify the ports that are used for notification using the per port settings parameter
named notify_restriction. For an explanation of this parameter and how to set Installing
[e-mail]/Windows.

Planning Your Notification Records

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

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

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

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

54 Administering [e-mail]/Windows

Managing Notification Records and Templates

Notification records are created:

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

• At the same time you create a new template

• By starting with an existing template

Each user can have up to ten notification records.

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

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

OTE

N

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

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

Managing notification records includes:

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

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

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

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

Creating a Notification Record and a Notification
Template

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

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

1. From the Mailbox window, select a user who will need a copy of this notification
template as a record.

2. Do one of the following:

• Click Notify on the toolbar.

• On the Mailbox menu, click Notify.

Chapter 6: Notifying Users 55

The Notify window appears. The User Information section indicates what user you
are creating the notification record for.

3. Select a disabled record from the Notification Records list box.

4. Click Modi fy/New….

56 Administering [e-mail]/Windows

The Notify Template dialog box appears.

5. Type a title for the template in the Title text box.
Use a name that makes it easy to identify this template when you use it to create other

notification records. Titles must be unique.
If your Amanda system is connected to more than one telephone switching system,

notifications can be restricted to a particular telephone switching system. For exam­ple, to use PBX 2 for notification, start the title of the notification template with “2:”.
If “2:” does not start the name of the template, the notifications are performed on
PBX 1.

6. Select a type of notification from the Type drop-down list box.

Pickup Notify Indicates that the user has picked up (listened to) all the new mes-

sages. It usually turns off a message light.

Normal Notify Indicates that the user has new messages. Normal notification tem-

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

Relay Page Pages the user and relays a t elephone number that has been input by

the caller.

If a caller presses the # sign while listening to the mailbox’s greet­ing, Amanda asks for a telephone number and saves it in the %R
token. To relay the number, the %R or P(R) token must appear in
the Method field of the notification record.

Chapter 6: Notifying Users 57

Disk Low Indicates that Amanda is low on disk space. This type of notifica-

tion templates is available only for mailbox 999, the administrator
mailbox. If you select Disk Low as the notification type from any
other mailbox, Amanda displays an error message.

Urgent Message Indicates that the user has a new and urgent message. Urgent notifi-

cation templates usually page users or call them at their current
location. Once you create an urgent notification record for a mail­box, Amanda executes normal notification records only for non­urgent messages. That means you need an urgent notification record
to turn on the message light for that mailbox.

7. Type the tokens in the Method text box needed to perform the type of notification.
For example, type the DTMF that turns on a message light. Use %U for the extension

if it is the same number as the mailbox.
See “Examples of Notification Methods ” on page 62. For more information about the

Token Programming Language, see Installing [e-mail]/Windows.

8. Indicate what days the notification record can be executed. Do one of the following:
a. Check each day in the Days group box.
b. From the Execute Ever y group box, sel ect Day (ever y day), Week day, Week-

end, or Mon-Sat .

9. Indicate the time of day the no tification r ecord can be executed. Do one of the follow­ing:

a. Fill the From and To text boxes in the Time group boxes an d indicate

P.M

. by clearing or selecting the PM check box.

A.M

. or

b. Use the time scale at the right edge of the dialog box to show the starting and

ending times graphically using the 24-hour format.

• Drag either part of the pointer up or down the scale to select the starting and
ending times.

• Click the and buttons at the top of the scale to modify the start­ing time.

• Click the and buttons at the bottom of the scale to modify the
ending time.

10. Use the boxes in the Execute Notify group box to indicate when and how often the
notification record should be executed after the reason for notification (for example,
the arrival of a message) occurs.

(Amanda retries Normal Notify records until the user picks up the messages or until
the maximum number of retries has occurred. Am anda stops executing Ur gent , Relay
Page, Disk Low, and Urgent Message records only when the maximum number of
retries has occurred.)

a. In the After Waiting text box, type the interval between when the reason for

notification occurs and when the notification record is executed.

b. In the Retry Every text box, type the interval between executions of the noti-

fication record.

c. In the For text box, type the total number of times the notification record

should be executed.

58 Administering [e-mail]/Windows

11. Click New.
The Notify window reappears.

12. If you us ed % V i n the Met ho d f ield , t yp e a p a ger num ber, telephone number, or other
variable (whichever is appropriate) in the Variable text box.

13. Select the Enable check box to start using the new record.

14. On the Mailbox menu, click Save… to save this new record for the current mailbox.

Creating a Notification Record from an
Existing Template

Creating a record from an existing template means that most of the work is done for you.
You supply only the Variable field (if %V is used in the Method field) and enable the
record. Otherwise, you are really creating both a new template and a new record
simultaneously. See “Creating a Notification Record and a Notification Template” on
page 54.

OTE

N

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

contain a number.

To create a notification record from an existing template:

1. From the Mailbox window, select a user who will need a copy of this notification
template as a record.

2. Do one of the following:

• Click Notify on the toolbar.

• On the Mailbox menu, click Notify.
The Notify window appears. The U ser Informat ion group bo x indicates w hat user you

are creating the notification record for.

3. Select a disabled record from the Notification Records list box.

4. Select a template on which to base the record by selecting the title for that template
from the Template Title drop-down list box.

5. Type the new contents for the Variable field (if the Method field contains the %V
token).

To see the Method field:

a. Click View Template….
b. Click Cancel to return to the Notify window.

6. Select the Enable check box to make the record active.

7. On the Mailbox menu, click Save…
The Save Changes dialog box appears.

8. Click Yes.

Chapter 6: Notifying Users 59

Modifying Templates

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

To modify a notification template:

1. From the Mailbox window, select a mailbox that has a notification record based on
the notification template to be changed.

2. Do one of the following:

• Click Notify on the toolbar.

• On the Mailbox menu, click Notify.
The Notify window appears.

3. Select a record based on the template from the Notification Records list box.
(The template’s title follows the notification record’s number (1–10) in the Notifica-

tion Records list box—unless the record is disabled. If the record is disabled, the tem­plate’s title follows the word “disabled.” As you select the record, the template’s title
appears in the Template Title list box as well.)

4. Click Modi fy/New….

5. Change the appropriate fields (see the explanation below).
From the Notification template you can edit the following:

Title Type a title for the template in the Title text box.

Use a name that makes it easy to identify this template when you use
it to create other notification records.
Titles must be unique.

Type Select one of the five types of notification from the Type drop-down

list box.

Method Type in the appropriate tokens to execute this notification. This field

defines the actual notification action.
See “Examples of Notification Methods” on page 62. See Installing

[e-mail]/Windows for more information about the To­ken Programming Language.

Days Define the days on which this notification can occur by doing one of

the following:

• Selecting Day, Weekday, Weekend, or Mon–Sat fr om the Execute
Every… group box. Amanda Administrator automatically marks
the correct days for you.

• Selecting the days within a seven-day week on which this notifi­cation can occur.

60 Administering [e-mail]/Windows

Time Define the time range for notification to occur by doing one of the fol-

lowing:

• Type the starting and ending times in the Time text boxes.

• Drag either part of the pointer up or down the scale to select the
starting and ending times.

• Click the and buttons at the top of the scale to mod­ify the starting time.

• Click the and buttons at the bottom of the scale to
modify the ending time.

Execute
Notify

6. Select Modify to save your changes to the template you are editing.

AUTION

C

:Selecting Modify replaces the existing template and automatically

Define the initial delay before, the interval between, and the total num­ber of times the record is to be executed by doing all of the following:

• Type the number of minutes Amanda waits after the reason for no­tification occurs before the system executes the record in the After
Waiting text box.

• Type the number of minutes between executions in the Retry Ev­ery text box.

• Type the number of times to notify the user in the For text box.

OTE

N

: A value of 0 in the For text indicates that Amanda should try

an infinite number of times. The Amanda Co mpany does not
recommend this setting. Also, the setting for Retry Every
must be greater than 0.

changes the notification record for all the mailboxes currently using
that template.

Disabling a Notification Record

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

To disable a notification record:

1. From the Mailbox window, select the mailbox whose record is to be disabled.

2. Do one of the following:

• Click Notify on the toolbar.

• On the Mailbox menu, click Notify.
The Notify window appears.

3. Select a notification record from the Notification Records list box.

4. Clear the Enable check box.

Chapter 6: Notifying Users 61

5. On the Mailbox menu, click Save… then Yes.

IP

: You can double-click the notification record to toggle the Enable check

T

box from on to off (and vice versa).

Changing Notification Telephone Numbers

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

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

To change a notification record’s Variable field:

1. From the Mailbox window, select the mailbox whose record is to be disabled.

2. Do one of the following:

• Click Notify on the toolbar.

• On the Mailbox menu, click Notify.
The Notify window appears.

3. Select a notification record from the Notification Records list box.

4. Type the new number in the Variable text box.
To see the Method field:

a. Click View Template….
b. Click Cancel to return to the Notify window.

5. On the Mailbox menu, click Save… then Yes.

Changing the Notification Variable by Telephone

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

To change the contents of the Variable field:

1. Dial Amanda’s extension and identify yourself.

2. Press to change Options.

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

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

5. Press – for notification records 1 thro ugh 9 or for notification record num­ber 10.

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

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

62 Administering [e-mail]/Windows

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

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

OTE

N

: To be changed, the notification record must be active and currently con-

tain a value in its Variable field.

Examples of Notification Methods

This section includes examples of notification records. Use them as references, but don’t
copy them unless they work correctly with your system. For example, the commands for
turning the message light on and off are probably different on your telephone switching
system.

Controlling a Message Light

Some telephone switching systems support message lights that are controlled by a special
sequence of keys. Suppose th at the sequence #63, followed b y the extension nu mber , turn s
on the extension’s message light.

Then the notification record contains:

Type: NORMAL
Method: #63%E

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

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

Type: PICKUP
Method: #91%E

Using %U and %V instead of %E

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

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

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

Using Voice Notification

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

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

Chapter 6: Notifying Users 63

Token Description

Calling a Pager

%E

W(5,V)

P(U)

P(M)

P(N)

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

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

Token Description

Number to be dialed to reach the user’s extension. (See “Using %U
and %V instead of %E” on page 62 if the contents of the Extension
field contains more or something other than the extension number.)

A five-ring wait for a voice response.
Amanda plays the mailbox’s Name and Extension recording.
Amanda says the total number of messages and the number of new

messages.

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

9

,

%V

,

W(2,P)

-

%U

*

%M

*

%N

#

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

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

A two-second pause.
A two-ring wait for the paging servi ce to respon d with a confirm ation

tone.
A half-second pause.
The current mailbox (to let the user who is being paged know the

source of the page).
For this particular paging service, the asterisk tells the paging service

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

64 Administering [e-mail]/Windows

Here is an alternative:

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

Token Description

9

W(4,T)

%V

,,

W(3,P)

-%U*%M*
%N#

-

Remember that Amanda defines the successful completion of a notification record as
reaching the end of the token string successfully—not getting an answer. If, for example, a
paging server answers but does not provide a recognizable progress tone, Amanda might
prematurely abort execution of the string. The call was answered, but the execution of the
tokens was incomplete. Therefore, Amanda tries again.

Number to be dialed for an outside line.
A four-second wait for a dial tone.
The contents of the Variable field in the notification record. In this

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

A four-second pause.
A three-ring wait for the paging service to respond with a confirmation

tone.
The same as in the previous example.

A half-second pause before hanging up.

Relaying Information to a Pager

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

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

Token Description

9

W(4,T)

%V

,,

W(2,P)

-

Number to be dialed for an outside line.
A four-second wait for a dial tone.
The contents of the Variable field in the notification record. In this

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

A four-second pause.
A two-ring wait for the paging servi ce to respon d with a confirm ation

tone.
A half-second pause before hanging up.

Chapter 6: Notifying Users 65

Calling Home

%U

*

%R

#

-

You can add the total number of messages by adding *%M:

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

If the paging service can accept three asterisks, you could include the number of new
messages by adding *%N:

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

The current mailbox (to let the user who is being paged know the
source of the page).

For this particular paging service, the asterisk tells the
paging service to place a hyphen on the screen for the
pager.

The telephone number (or other information) from the
caller.

Signal to the pager service that the information is complete.
A half-second pause before hanging up.

The following example shows the Method field with the tokens that call a user at home to
indicate the total number of messages and the number of new messages. You may need
more pauses, longer pauses, or a longer wait for a voice response.

Type: NORMAL
Method: 9,%V,W(9,V)-P(U)P(M)

Token Description

9

,

%V

,

W(9,V)

-

P(U)

P(M)

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

case, the Variable field contains the user’s home telephone number.
A two-second pause.
A nine-ring wait for a voice response.
A half-second pause.
Amanda plays the mailbox’s Name/Extension recording.
Amanda says the total number of messages and the number of new

messages.

66 Administering [e-mail]/Windows

T o allow for an answering machine’s recording and a beep, you might consider one of the
next two examples:

Type: NORMAL
Method: 9,%V,W(100)P(U)P(M)

Token Description

9,%V,

W(100)

P(U)P(M)

The same as in the previous example.
A ten-second wait. (100 x 1/10 sec.)
Amanda plays the mailbox’s Name/Extensi on reco rdi ng foll owed by

the total number of messages and the number of new messages.

Type: NORMAL
Method: 9,%V,W(9,V)-P(U)P3(M)

Token Description

9,%V,

W(9,V)

P(U)

P3(M)

The same as in the previous example.
A nine-ring wait for a voice response.
Amanda plays the mailbox’s Name/Extension recording.
Amanda plays the total number of messages and the number of new

messages three times.

To log the person who answers the telephone on to the mailb ox:

Type: NORMAL
Method: 9,%V,W(9,V)P(U)P(M)%X210,*%U#

Token Description

9,%V,

The same as in a previous example.

W(9,V)
P(U)
P(M)

%X

System variable that contains the codes needed to get the transfer dial
tone on the current port. Each port has its own %X. This is the setting
of the dl_dtwait configuration option (usually F-).

210

The number to be dialed as Amanda’s extension. The 210 is just an
example.

-

*

%U#

A half-second pause before hanging up.
An asterisk to indicate that a user is logging on.
The current mailbox followed by the # expected by Amanda.

You could add the security code, and so forth, but that would allow any person who
answered the telephone to listen to the messages. That would be a security risk.

OTE

N

: To log on the user as in this example, one voice mail port must call an-

other. The telephone switching system may require special programm ing
to support this.

Chapter 6: Notifying Users 67

Emergency Lists

Amanda can use an emergency list to notify a group of people about a new message.
Amanda notifies the first person of the new message first, then after a time, notifies the
second, and so forth until someone listens to the message. You define the initial time to
wait before starting the notification, and the time interval between notifications.

In the following example, you create three notification records for one mailbox. Each
record contains a different telephone number to call (on e for each of the three people who
are to be notified).

The records are configured this way:

After Waiting Retry Every For
Record 1
Record 2
Record 3

This configuration causes Amanda to execute record 1 immediately and at five-minute
intervals. After 15 minutes, if the message is not picked up, the system starts using record
2 every five minutes (in conjunction with record 1). After 30 minutes, Amanda executes
record 3. All three records continue every 5 minutes until the message is picked up.

For Max Times, this example uses 0 so that n otification only stops when someone receives
the message. Under normal circumstances, The Amanda Company does not recommend
using 0.

0 5 0
15 5 0
30 5 0

68 Administering [e-mail]/Windows

Chapter 7: Automatic Scheduling

Overview

Scheduling records automatically change how Amanda processes calls. You can change:

• The contents of the mailbox’s Extension field (the programmable field that spec­ifies what extension to dial and so forth)

• The number of rings before a call is considered unanswered

• The greeting the caller hears when the call is not answered

• The Do Not Disturb opti on

• The Call Screening option

You can schedule the changes to take place only once or at regular intervals after a
specified starting date and time. You also select the days of the week on which Amanda
can or cannot execute the records.

For example, you can define a scheduling record for the Company Greeting mailbox (990)
that tells Amanda to start playing your company’s daytime greeting in the morning on
weekdays and another that tells Amanda to start playing your after-hours greeting in the
evening on weekdays.

Amanda allows you to create up to ten scheduling records for each mailbox.

There are no templates for scheduling records. However, you can add the records used by
most or all users to the mailbox template (by default, mailbox 997). For example, if most
employees work from 8
Not Disturb on in the evening. Then after-hours callers do not have to wait while the
telephone rings the maximum number of times. They hear the user’s RNA (Ring No
Answer) greeting immediately. A second scheduling record must turn Do Not Disturb off
in the morning. If all employees us e Greeting 1 as a work hours greeting and Greeting 2 as
an after-hours greeting, these same two records can also change the RNA greeting from 1
to 2 and back again.

If you add these records to the mailbox template, every mailbox created from the temp late
afterwards will have these scheduling records.

Amanda executes scheduling records exactly as instructed—whether or not the change
makes any sense. However, if the date to repeat a record falls on an invalid day, Amanda
waits for a valid day before exe cuting t he reco rd. (The system d oes thi s by addi ng o ne day
to the execution date until the date finally falls on a valid day.) For example, suppose you
schedule a change to occur every 48 hours, but no t on weekend s. If a 48-hour period ends
on a Saturday, Amanda waits a day and tries to execute the record again on Sunday.
Because Sunday is also an invalid day, Amanda waits another day and executes the record
on Monday. From the execution time on Monday, Amanda starts the next 48-hour period.

A.M

. to 5 P.M., you can create a scheduling record that turns Do

70 Administering [e-mail]/Windows

Some of the options that a scheduling record controls can be changed by users from their
telephones or by using Amanda Messenger. The user can change his greeting, Call
Screening, and Do Not Disturb options (unless you have them locked). Users cannot
control the number of rings at their extensions nor the contents of their Extension fields.

For example, users can change their greetings and set their Do Not Disturb options every
night as they go home and every morning as they return. However, if they keep regular
hours, having scheduling records is much more convenient.

Managing Automatic Call-processing Changes

Scheduling records schedule one or more call-processing changes for a user. Records are
created:

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

• By you, one-by-one, as needed

Managing scheduling records includes:

• Creating and modifying records
The next few sections cover the creation, modification, and disabling of scheduling

records.

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

• Testing scheduling records by enabling them and verifying that the expected call­processing changes do take place.

When testing a scheduling record, check whether Amand a makes the correct changes
by changing the record’s effective date and time. Do not adjust the Time… option
from Amanda Monitor. For example, you can put the record into effect five minutes
from now rather than tomorrow morning, then call the user to see if his greeting (or
whatever) has changed.

AUTION

C

:Amanda ignores locks as the system applies scheduling records to

mailboxes. The locks block changes m ade by us ers via the tele­phone or Amanda Messenger only.

Creating Scheduling Records

When you create a scheduling record, you specify both what the record does and under
what conditions it can be executed.

To create a scheduling record:

1. From the Mailbox window, select the mailbox.

2. Do one of the following:

• Click Auto Scheduler on the toolbar.

• On the Mailbox menu, click Auto Scheduler.

Chapter 7: Automatic Scheduling 71

The Auto Scheduler window appears.

3. Select an unused scheduling record from the Scheduler Records list box.
(An unused record has only the word “disabled” after its number in the Schedule

Records list box.)

4. Select the Enable check box.

IP

T

: You can double-click the scheduling record to toggle the Enable

check box from on to off (and vice versa).

5. Use the Starting Date calendar to specify the first date and time that the record should
be executed. The starting date must be a date in the future.

To set the starting date and time:

a. Click a number on the calendar to select the date.
b. Click the and buttons at the top of the calendar to select the

month.

c. Click the and buttons at the bottom of the calendar to select the

time.

6. Use the Execute Every group box to indicate how often the record will be executed.
Select one of the following:

Select:

To execute the record:

Day
Weekday

Daily (seven days per week)
Monday through Friday

72 Administering [e-mail]/Windows

Month
Mon–Sat
Year
Weekend
Only Once

Other

To set an interval that fits the “Other” category:

a. Click Advanced….

The Advanced Scheduler Information dialog box appears.

Monthly
Every day except Sunday
Yearly
Only on weekends (Saturdays and Sundays)
Only on the starting date

When you select Only Once, Amanda disables the
record immediately after the system executes it.

An interval that is not one o f the abov e. For example,
you can set an interval that includes hours or minutes.
Holidays that occur annually on a specific day of the
week (for example, US Thanksgiving on the fourth
Thursday of November) require ad vanced schedulin g.

Clicking Advanced… automatically selects Other.

b. In the Execution Interval … group box, type the total number of months, days ,

hours, and minutes between executions.
For example, for US Thanksgiving, use 11 months and 29 days.

c. Do one of the following to indicate the days that Amanda can execute the

record.

•In the Execute On… group box, clear the check boxes for the inappropriate
days.

For example, for US Thanksgiving, clear all the days except Thursday.

•In the Future Days calendar , click the day ab breviations for the app ropriate days.

For example, for US Thanksgiving, click the Th for Thursday.

d. To check the interval on the Future Dates calendar , click Update to apply your

changes to that calendar.

e. Click OK to return to the Auto Scheduler window.

7. The Schedule Choices list box displays the call-processing options that a scheduling
record can change.

Chapter 7: Automatic Scheduling 73

Perform one or more of the following:

To change call screening or Do Not Disturb:

a. Double-click Call Screening or Do Not Distu r b in the Schedule Choices list

box.
The Change Item dialog box appears.

b. Select On or Off then click OK.

Call Screening or Do Not Disturb now appears in the Scheduled Items list box.

To change the contents of the Extension field:

a. Double-click Extension in the Schedule Cho ices list box.

The Change Item dialog box appears.

b. Type a string of tokens up to 65 characters long then click OK.

Extension now appears in the Scheduled Items list box.

To change the RNA (Ring No Answer) greeting:

a. Double-click Greeting in the Schedule Choices list box.

The Greeting List dialog box appears.

b. Select the greeting to be used then click OK. Your cho ices include the system

greeting and the seven greetings for the mailbox.
Greeting now appears in the Scheduled Items list box.

To change the Maximum Rings for a Ring No Answer:

a. Double-click Maximum rings in the Schedule Choices list box.

The Change Item dialog box appears.

b. Type a number of rings from 0 to 9 then click OK.

Maximum Rings now appears in the Scheduled Items list box.

8. On the Mailbox menu, click Save… to save your changes.
The record appears in the list of scheduling records for this mailbox. Amanda contin-

ually sorts the records in the most imminent order. For example, the record to be per­formed next is first; the record whose Next Change date is the farthest into the future
is last.

Modifying Scheduling Records

When you modify a scheduling record, you can change one or more of the following:

• The starti ng date.

• The interval between executions and the days on which execution is allowed.

• What the record does. You can change:

- The mailbox’s Call Screening option

- Its Do Not Disturb option

- The contents of its Extension field

- The greeting used when there is no answer

- The number of rings that occur before Amanda decides no one will answer

74 Administering [e-mail]/Windows

To modify an Auto Scheduler record:

1. From the Mailbox window, select the mailbox.

2. Do one of the following:

• Click Auto Scheduler on the toolbar.

• On the Mailbox menu, click Auto Scheduler.
The Auto Scheduler window appears.

3. Select the scheduling record to be changed from the Scheduler Records list box.

4. Do one or more of the following:

To change the starting date:

a. Click a number on the Starting Date calendar to select the date.
b. Click the and buttons at the top of the calendar to select the

month.

c. Click the and buttons at the bottom of the calendar to select the

time.

To change the interval between executions and/or the days on which execution is
allowed:

• From the Execute Every… group box, select Day, Weekday, Month, Mon–Sat,
Year, Weekend, Only Once, or Other.

For example, if you select Day, Amanda executes the record every day. If you
select Only Once, Amanda disables the record immediately after the system exe­cutes it.

If you selected Other:

a. Click Advanced….

The Advanced Scheduler Information dialog box appears.

b. In the Execution Interval… group box, type numbers in the months, day s,

hours, and/or minutes in the interval.

c. Do one of the following to indicate the days that Amanda can execute the

record:

• In the Execute On… group box, select or clear the check boxes to allow
or prevent execution on specific days of the week.

• On the Future Days calendar , click the day ab breviations for ap propriate
days (for example, Th for Thursday).

To update the information displayed in the Future Dates calendar, click

Update.

d. Click OK to return to the Auto Scheduler window.

Chapter 7: Automatic Scheduling 75

To change what the record does:

Any existing scheduling record should have some items listed in the Scheduled Items
list box. Each item defines a change that Amanda is to perform. You can change the
current items, remove items, or add items. For example, yo u can edit the change that a
record makes to the Extension field.

To change one of the current items:

a. In the Scheduled Items list box, double-click the item.

b. Depending on the item, either the Change Item or Greeting List dialog

box appears.

c. Change the setting for the item then cli ck OK.

To remove an item:

•In the Scheduled Items list box, select the item then click Remove.

To add an item:

a. In the Scheduled Choices list box, double-click the item.

b. Depending on the item, either the Change Item or Greeting List dialog

box appears.

c. Select or type a setting for the item then click OK.

5. On the Mailbox menu, click Save… then Yes to save your changes.

Disabling a Scheduling Record

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

To disable a scheduling record:

1. From the Mailbox window, select the mailbox whose record is to be disabled.

2. Do one of the following:

• Click Auto Scheduler on the toolbar.

• On the Mailbox menu, click Auto Scheduler.

The Auto Scheduler window appears.

3. Select a record from the Scheduling Records list box.

4. Clear the Enable check box.

5. From the Mailbox menu, click Save… then Yes .

IP

T

: You can double-click the scheduling record to toggle the Enable check

box from on to off (and vice versa).

76 Administering [e-mail]/Windows

Example: Changing User’s Greetings

This example assumes the following:

• You are changing a user’s greeting after hours. In this case, the business-hours
greeting recorded by the user i s greeting 1 and t he after-hours greeting is g reeting

2.

• The after-hours callers should go directly to the greeting without having to listen
to the telephone ring. (That means that Do Not Disturb is ON.)

For more examples, see “Sample Scheduling Records for Mailbox 990” on page 27 and
“Sample Scheduling Records for Ma ilbox 991” on page 30.

Amanda

Administrator

Setting

Record

Amanda

Administrator Field

1

Record

2

Enable
Starting Date (and Time)

Execute Every…

Do Not Disturb
Greeting

Amanda

Administrator Field
Enable
Starting Date (and Time)

Execute Every…

Do Not Disturb

Checked
08/22/95

08:00
Weekday

OFF
1

Amanda

Administrator

Setting

Checked
08/22/95

18:00
Weekday

ON

Greeting

2

Chapter 8: Generating Reports

Overview

You can create, view, and print customized reports about Amanda. You can also save the
report as a text file, which can be imported into other applications, such as word
processors and spreadsheet applications. There you can add other information to the
report, reformat it, and so forth. Here are some examples of how to use reports.

• To find out who is storing vast numbers of messages, create a repor t that lists mail­boxes and their message statistics.

• To review the contents of the employee director y, you can create a r eport that lists
mailboxes and the directory names associated with them.

• To monitor use of the Amanda system, create a report that lists mailboxes and
their numbers of calls, logons, notifications, and transfers.

• When doing a lot of token programming, create a report that lists mailboxes and
the contents of their Extension fields.

For reports that you routinely generate, you can create report templates to be used
whenever you want to regenerate the reports they define.

A report consists of rows and columns of mailbox information and statistics. There is one
row for each mailbox on your Amanda system and a column for each field of information
that you decide to include in the report. The rows are sorted numerically based on the
mailbox.

In the upper left corner of the printed report is the page number. The Example Report
consists of only one page, which is labeled page 1. If there had been more rows than
would fit on a page, there would have been addi tional pages.

Depending on the number of column s selected and the widths of tho se columns, more th an
one printed page might be needed to show all the columns in a row. For example, the
printed report might have pages 1A, 1B, and 1C to accommodate all the columns in each
row and pages 2A, 2B, and 2C to accommodate the number of rows.

78 Administering [e-mail]/Windows

Example Report

page 1 Amanda Administrato r Report Fri Apr 26 14 :32:41 200 0

Directory Directory Total New

Mailbox Extension Name 1 Name 2 Messages Messages

0 @G(201) 168 0

2 @M(G6,2,20 7306 5
111 111 John Slaughter 1987 3
112 112 Tom Fernandez 1303 14
113 113 Pam Slaughter 313 6
114 114 Stephanie Young 1745 0
115 115 Cory Crocker 581 0
116 116 Richard Nelson 453 7
117 117 Peter Friend 1882 12
118 118 Kevin Ebrahimzad 573 1

170 @G(175) 4 0

Managing Reports and Report Templates

Managing reports includes:

• Deciding what reports to create and when

• Creating templates for reports that will be generated more than once

• Making decisions about disk space, users, and so forth based on the information
in the reports

The next few sections explain how to create reports and report templates. It also explains
how to print reports and save them as text files.

Creating Reports and Report Templates

This section explains how to create a report. After reviewing a report, you can return to the
Report Template dialog box or th e R epo rt s s creen to adjust column order or column w idt h
and to save the definition as a template for later use.

Amanda stores report templates in the C:\AMANDA\RPT.DB directory. The system adds
.RPT as the file extension to the name you give each report template.

You can use the search commands to locate mailboxes that match specific criteria before
you create a report. Then the report is based only on the mailboxes in the search results.

Chapter 8: Generating Reports 79

To create a report:

1. On the Report menu, click Design Report….
The Report Template dialog box appears.

Each piece of information available about a mailbox appears as a column header in
the Column Header Choices list box.

2. Select the column headers to appear in the report.
a. Select one or more headers from the Column Header Choices list box.
b. Click >>Add>>.

If you want the columns in a particular order, add them in that order.
For example: To create a report that lists all users and their names (as they appear in

the employee directory), select mailbox, Directory Name 1, and Directory Name 2.
To create a report about how many messages per user are stored on Amanda, select

mailbox, Seconds of Message, and Total Messages.

3. To select a range of mailboxes to be reported on:

a. Click the button after the From list box.

The Mailbox List dialog box appears.

b. Select the lowest mailbox in the range then click OK.

c. Click the button after the To list box.

The Mailbox List dialog box reappears.

d. Select the highest mailbox in the range then click OK.

4. (Optional.) Select the Reset Statistics check box to restart totals, times, and other sta­tistics for each of the mailboxes in the range (after the report is generated).

AUTION

C

:If you reset the statistics and create the report, there is no way to

retrieve the old statistical values.

5. Click OK to ge nerate the r eport and re view it.

80 Administering [e-mail]/Windows

To save this report design as a template:

1. On the Report menu, click Design Report… to return to the Report Template dialog
box.

2. Type a name for the template in the Template Name drop-down combo box.

3. Click Save.

To change the order of the columns:

1. On the Report menu, click Design Report… to return to the Report Template dialog
box.

2. Select the column header that is out of place in the Report Column Headers list box.

3. Click <<Remove<< to remove it from the list box.

4. Locate the position where this column header really should appear, and select the col­umn header beneath it.

5. From the Column Header Choices list box, select the column header that you just
removed from the Report Column Headers list box.

6. Click >>Ins ert>>.

7. Repeat this process as necessary.

The width of each column is preset based on its usual contents.

To change the width of a column:

1. On the Report menu, click Design Report… to return to the Report Template dialog
box.

2. Select the header for the column from the Report Column Headers list box.

3. Type a number of characters in the Width text box.

(If you change your mind, click Default to return to the default number of characters for
this column.)

Creating Reports from Templates

You can create a report from an existing template. First you load the template then
generate the report. You specify what mailboxes to use for the report and whether
statistical fields should be reset to zero. For example, if you reset these fields, Amanda
starts counting messages from zero instead of the current message total.

To create a report:

1. On the Report menu, click Design Report….
The Report Template dialog box appears.

Chapter 8: Generating Reports 81

2. Select the name of an existing template from the Template Name drop-down combo
box.

3. Click Load.
The template design appears in the Report Template dialog box.

4. Change report features as appropriate:
For example, this time you might want a different range of mailboxes. You might

want to change whether the statistics are reset.

AUTION

C

5. Click OK to ge nerate the r eport and re view it.

:If you reset the statistics and create the report, there is no way to

retrieve the old statistical values.

Printing Reports

Printed reports can have a variety of uses. You can post the results, make copies for a
meeting, or file them for later reference.

To preview a report before you print it:

• On the Report menu, click Print Preview.

To print a report:

1. On the Report menu, click Print….
The Print dialog box appears.

2. Select the pages, print quality, number of copies, and so forth. Then click OK.

Saving Reports as Files

Saving a report as a text file allows you to use that file in a word processor, spread sheet,
database, or file comparison application.

To save a report as a file:

1. On the Report menu, click Save As….
The Save As dialog box appears.

2. Select a file name and location. Then click OK.

82 Administering [e-mail]/Windows

Chapter 9: Using the Administrator Mailbox

Administering Amanda by Telephone

You, as system administrator, have a System Administrator mailbox (999) in addition to
your personal mailbox. You access it by telephone or via Amanda Messenger.

You log into Amanda using the System Administrator mailbox to perform the following
duties:

• Record system-wide announcements

• Record busy hold music

• Create system-wide mailing lists

• Lock, unlock, and reset mailboxes

• Listen to system status information

When you dial Amanda’s extension and identify yourself as this mailbox, your top level
menu has one additional choice (
Administration menu is as follows:

) for System Administration. The System

• to record the system announcement

• to delete the system announcement

• to record the busy-hold music

• to manage users

• to review system status

• to return to the previous menu

When you see this symbol in this chapter, use one
of the methods of logging into Amanda and identi­fying yourself. See Using [e-mail]/
Windows Telephone Fea tures for more informatio n.

Managing System Announcements

The system announcement gives out system-wide information. When recorded, it is
played automatically to users when they log on to their mailboxes. A user can interrupt the
announcement by pressing any DTMF digit, but the announcement plays every time that
user logs on until he hears it once in its entirety.

84 Administering [e-mail]/Windows

After any recording:

To Dial

Review the recording

Rerecord

Add to the end of the recording

Cancel the recording

Save the recording

To record a system announcement:

To delete a system announcement:

+ + + make your recording +

+ +

Changing the Busy Hold Music

The busy-hold music is heard by callers when they hold for a busy extension by pressing
*. Currently it plays approximately 30 seconds of custom music. You can replace this
music with a recording that gives i nfo rmat ion abo ut you r comp any p rod uct s and serv i ces.
However, we strongly recommend that you prepare a professional recording for this.

To change the busy hold music:

The busy hold music is stored in a file named HOLD.VOX in the C:\AMANDA directory .

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

COPY HOLD.VOX HOLDx.VOX

+ + + make your recording +

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

Locking and Unlocking Mailboxes

You can lock a mailbox so that the user cannot access the mailbox. That means he cannot
listen to his messages, record greetings, create mailing lists, and so forth. To allow him to
access his mailbox again, you can unlock it.

Chapter 9: Using the Administrator Mailbox 85

To lock or unlock a mailbox:

(to lock)

To exit:

1. Re-enter the last mailbox then press .

2. Press to return to a previous menu.

Resetting Mailboxes

Resetting a mailbox reinitializes it to its default settings. Amanda copies all the field
information from the mailbox template (usually mailbox 997) to the specified mailbox and
the statistics for the mailbox are reset to zero. See “Using a Template” on page 38 for
more information.

If the mailbox is for a user, that user can change some of the settings over the telephone.
For more information about what the user can change, see the guides Using

[e-mail]/Windows Telephone Features and Using [e-mail]/
Win dow s Workstat io n Features.

+ + + enter mailbox +

repeat for more mailboxes

+

(to unlock)

OTE

N

: You cannot reset a mailbox that is read-only.

To reset a mailbox:

+ + + enter mailbox +

To exit:

1. Re-enter the last mailbox then press .

2. Press to return to a previous menu.

Listening to System Status

The system status option informs you about Amanda’s status. It includes the amount of
disk space, port usage, and the date and time.

+

repeat for more mailboxes

86 Administering [e-mail]/Windows

To hear syst em status:

+ +

Creating System-wide Mailing Lists

A system-wide mailing list is one that everyone can use when sending or forwarding
messages. For example, you would usually create an all-employee mailing list and
perhaps an all-managers list so that there would be only one of each of these lists on the
system.

Each list, numbered 1–8 or 10–30, in mailbox 999 is available to all users and can be
accessed as a user sends or forwards a message to a list. Users must enter * followed by
the system list number to use the list with a message.

When you add a mailbox to a system mailing list, the Amanda system confirms the new
mailbox (or its copy-to mailbox) can receive mail. Otherwise the mailbox cannot be ad ded
to your mailing list.

To create a system-wide mailing list:

+ + the list’s number (1-8,10-30)

+ mailbox + +

+

(repeat for each mailbox)

record a name or description to identify the list +

+

To send a message using a sy stem-wide mailing list:

+ + + + number of the system list +

(to record) + (to save the recording) + (to send)

Amanda processes messages sent to lists as a low prior ity task. This means that th e system
might take several minutes to send the message to everyone on a large list, especially if the
system is busy. By making this a low priority task, Amanda can maintain high system
performance for tasks such as answering calls and notifying users. It also means that the
sender does not have to wait to exit until all the messages have been sent.

OTE

N

: It is much easier to create system-wide mailing lists using Amanda Mes-

senger. See [e-mail]/Windows Workstation Features for
details.

Chapter 9: Using the Administrator Mailbox 87

Setting Up the Administrator Mailbox from the
Computer

[e-mail]/Windows is shipped with mailbox 999 as shown in the following
figures. It has two functions: it is the System Administrator mailbox and it provides an
automatic hang up.

For example, you can use G(999), which translates from the Token Programming
Language as “Go to mailbox 999 and p rocess it.” Because mailbo x 999 has H (for hang up)
in its Extension field and both Do Not Disturb and Screen Calls? locked OFF, G(999)
results in a disconnection. For more information about the G() command, see Installing
[e-mail]/Windows.

The only recommended change to mailbox 999 is the addition of one or more notification
records with DISK as their type. In this way, Amanda notifies you when disk space falls
below a predefined level (the default is 20%). For example, you can be paged or have a
voice mail message left for you at your person al mailbox. For inform ation about creating a
notification record, see “Creating a Notification Record and a Notification Template” on
page 54 and “Creating a Notification Record from an Existing Template” on page 58. See
Installing [e-mail]/Windows for more information about setting the
diskwarn configuration option or contact your Amanda Marketing Partner or Solution
Provider.

Mailbox 999

88 Administering [e-mail]/Windows

Chapter 10: Using Utilities

Overview

The utilities is this chapter allow you to back up files, delete mailboxes, etc.

AUTION

C

: NEVER run these utilities when Amanda is running. ALWAYS shut

down Amanda first.

Backing Up and Restoring Files

The BackRest utility backs up and restores the database, the greetings, and the incoming
messages of an Amanda system. BackRest automatically detects the number of floppy
drives in the computer and allows you to use either the A: or B: drive. The number of
floppies as well as the number of bytes needed for the requested backup is estimated after
you insert the first floppy. You can add a note (comment) that is displayed when you
restore files from the floppy disks.

OTE

N

: This process can require sever al floppy di sks and can tak e a long time to

execute.

Syntax: backrest

To ba ck up or res tore files :

• At the C:\AMANDA> prompt, type:

backrest

The computer displays:
Amanda Backup and Restore Utility Version 1.6

a. Backup Database to drive A:
b. Backup Greeting to drive A:
c. Backup Messages to drive A:
d. Backup All to drive A:
e. Restore from drive A:
f. Quit Backrest

Use the arrow keys to make a selection and press Enter to start the backup or restore
operation.

90 Administering [e-mail]/Windows

Deleting Mailboxes and Mailing Lists

The Amanda Company provides utilities that delete mailboxes and personal mailing lists.

Deleting Mailboxes

The DelUsers utility simplifies the deletion of mailboxes. Use it to delete a single mailbox
or a range of mailboxes.

Syntax: delusers mailbox_list

To delete one or more users:

• At the C:\AMANDA> prompt, type:

delusers mailbox_list

where mailbox_list specifies individual mailb oxes, a range of mailboxe s, or both. Use
a hyphen (-) to separate the f irst and last mailboxes in a ran ge. Use a sp ace to separate
entries in the list. For example:

1000-2000 990-991 3000

Deleting Personal Mailing Lists

The List Del utility deletes the specified personal mailing list from the specified mailbox.
(System mailing lists are the personal mailing lists for mailbox 999.) Mailing lists are
numbered 1–8 and 10–30.

Syntax: list_del mailbox list_number

For example, deletes List 7 from mailbox 212, type the following at the C:\AMANDA>
prompt:

list_del 212 7

Displaying Message Information

The MsgList utility displays the quantity, date, time, and type of messages stored for all
the mailboxes or the specified mailboxes.

Syntax: msglist [-e] [mailbox_list]

The -e is optional. Use it to print the dates in European format (20/04/95) rather than the
US format (04/20/95).

The mailbox_list specifies individual mailboxes, a range of mailboxes, or both. Use a
hyphen (-) to separate the first and last mailboxes in a range. Use a space to separate
entries in the list. For example:

1000-2000 990-991 3000

To report on all mailboxes:

• Type the following at the C:\AMANDA> prompt:

msglist

Chapter 10: Using Utilities 91

To store the information in a file:

•Type:

msglist > output_filename

where output_filename is the name or path to another file.

To use the Less utility and display 20 lin es at a time:

•Type:

msglist | less

To print the results rather than display or store them:

•Type:

msglist > prn

To display the information for mailb ox 200 through mailbox 231:

•Type:

msglist 200-231

To display message information in European format:

(for mailboxes in the range 200–231 and in the range 300–320)

•Type:

msglist -e 200-231 300-320

Validating Notification Templates

The VMBEdit utility checks that:

• Notification templates are valid.

• No two templates are identical except for Title. If it finds duplicates, it keeps the
first template (unless it has no title) and deletes the duplicate. VMBEdit upda tes
the mailboxes that used the deleted template so that they use the template that was
kept.

• If a template is not being used by any mailbox, VMBEdit asks you whether the
template should be deleted, listed, or kept as-is.

VMBEdit makes a back up of VMB.DAT (named VMB.BAK) before it checks the
templates.

OTE

N

: Do not run VMBEdit from a batch file because it can ask questions and

will wait for responses to be input from the keyboard.

Syntax: vmbedit

92 Administering [e-mail]/Windows

Managing Text Files

Amanda provides utilities that allow you to search, edit, and display text files.

Searching Text Files

The Grep utility searches the specified file from beginning to end for the specified string
of characters. The search is case sensitive, which means that it differentiates between
upper and lower case letters within the file. Therefore, the search_string must be typed
exactly as it appears in the file. The Grep utility displays the lines of the file that contain
those characters. This is useful when viewing trace files.

Syntax: grep search_string filename

To display the results of the search on the screen:

• Type the following at the C:\AMANDA> prompt:

grep searchstring filename

To store the results in a file:

• Type (on one line):

grep search_string input_filename > output_filename

where output_filename is the name or path to another file.

To print the results rather than display or store them:

•Type:

grep searchstring filename > prn

For additional information on GREP.EXE, read C:\AMANDA\GREP.MAN. See also the
Less utility, “Displaying Text Files (20 Lines at a Time)” on page 95.

Editing a Text File

The JOVE utility allows you to edit any text file on your Amanda system. For example,
you might want to edit INSTALL.CFG, TRACE.OUT, AMANDA.LOG, 1001.PBX,
CONFIG.SYS, and AUTOEXEC.BAT.

Syntax: jove filename

Examples

The following examples show common uses of the JOVE utility.

To change your Amanda password using JOVE:

1. At the C:\AMANDA> prompt, type:

JOVE INSTALL.CFG