Amanda Work Group 7-xx User Guide

Installing

[e-mail]/

DOS

Version 7.xx

Designed for

Installer’s Guide Edition 12/01/01

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Copyright and Trademark Notices

Copyright 1992–2002 The Amanda Company. 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. Norstar is a trademark of Northern Telecom. The Amanda Company is not affiliated with Northern Telecom in any way. Other brand names and product names mentioned in this manual are trademarks or registered trademarks of their respective owners.

Limited Warranty on Software

The Amanda Company warrants the media on which the software is recorded to be free from defects in materials and faulty workmanship for a period of 90 days from the date the software is delivered. If a defect in the media should occur during this period, you may return the media to The Amanda Company and The Amanda Company will replace the media without charge.

THE AMANDA COMPANY MAKES NO WARRANTIES (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 MERCHANTABILITY, 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 NOTWITHSTANDING ANY DOCUMENT,

REPRESENTATION, OR OTHERWISE, SHALL THE AMANDA

COMPANY BE LIABLE TO YOU FOR DIRECT, INDIRECT, SPECIAL,

iii

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 COMPANY 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 EQUITABLE THEORY 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 governed 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 COMPANY MAKES NO EXPRESS OR IMPLIED WARRANTY 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.

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THE AMANDA company

13765 ALTON PARKWAY, UNIT F IRVINE, CA 92618

TELEPHONE [phone] FAX [phone]

Conventions

This manual uses the following terminology and conventions:

Amanda	The name by which this manual refers to the
	[e-mail]/DOS system to make
	reading about the system easier. Because of
	the name Amanda, the system is also referred
	to as “she.”
caller	Someone who calls into Amanda. A caller of-
	ten obtains information, leaves a message for
	someone, and/or provides information. Be-
	cause Amanda is referred to as “she,” callers
	and users are referred to as “he.”
user	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
	such as Do Not Disturb.
fixed-space type	This guide displays information that you must
	type and messages from Amanda in fixed-
	space type.

Assumptions

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

•How to safely open a personal computer to install or remove boards. For example, the computer must be turned off while you are installing and removing boards.

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

•How to identify basic components of a personal computer, for example, motherboard, I/O controller, video card, I/O ports, modem, and so forth.

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

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

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

•Telephony terms, such as station side, CO, single-line, hunt group, pilot number, pickup group, coverage path, hookflash, call forward ring-no-answer, call forward busy, DTMF, and tone patterns.

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

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

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

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

Depending on how you purchased our product or what voice boards you are installing, parts of this guide may not pertain to you. For example, if you purchased a turnkey solution comprised of Amanda preloaded onto a PC, you can skip all sections regarding the system requirements and the installation of the voice boards and Amanda software.

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Contents

Copyright and Trademark Notices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ii Limited Warranty on Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ii Fraudulent Usage Advisory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .iv Assumptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .iv

Chapter 1:

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

Computer Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

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

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

KSU Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

General Uses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Purpose of This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Customer Service and Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

End User Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

System Administration Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Installation Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Application Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 2:

Installing Amanda Company Boards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Using an Amanda Company Board with a KSU and Amanda . . . . . . . . . . . . . . 9

Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Background Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Configuring the Boards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Running Advisor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

A Typical Board Arrangement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Installing the Boards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

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Connecting the Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Connecting the Cables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter 3:

Programming Your KSU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Selecting a KSU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Setting Up the KSU. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Starting and Ending Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Using the Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Using the Programming Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Chapter 4:

Other Cards and Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Installing a LAN Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Using a UPS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Chapter 5:

Installing Amanda Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Running the Installation Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Updating Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Chapter 6:

Defining Tone Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Using Tone Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Defining Tones with SmartCall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Reasons for Multiple Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Chapter 7:

Defining Integration Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Selecting a PBX File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Using Character Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Chapter 8:

Configuring Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Using This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Configuring Amanda for Your KSU. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Using the Questionnaire . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Running Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Configuring a New Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Using Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

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Using Default and Recommended

Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Creating Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Selecting a Transfer Method. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Sharing Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Identifying Incoming CO Lines by Name . . . . . . . . . . . . . . . . . . . . . . . . 122

Using the box_grt Configuration Option . . . . . . . . . . . . . . . . . . . . . . . . . 128

Using Multiple Employee Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Using Multiple Direct Messaging Mailboxes . . . . . . . . . . . . . . . . . . . . . . 129

Using the Correct 1001.PBX File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Chapter 9:

Faxing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Using This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Using a Fax Modem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Suggested Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Detecting a Fax Machine Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Modifying the PCPM Tone Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Creating the Hot Box Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Setting the Hot Box Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Sending Faxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Chapter 10:

Accessing Amanda Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Accessing Amanda from Another Computer. . . . . . . . . . . . . . . . . . . . . . . . . . 143 Setting Up Amanda’s Computer as a Host . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Setting Up the Remote Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Connecting by Null Modem Cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Connecting by Modem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Chapter 13:

Installing the Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Installing from Various Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Installing from a File Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Installing from a Floppy Drive on Windows 3.11 . . . . . . . . . . . . . . . . . . 152

Installing from a Floppy Drive on Windows 95 . . . . . . . . . . . . . . . . . . . . 153

Adding Client Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Reviewing Client Connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

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Chapter 14:

Configuration Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

General Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Fax Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Hot Box Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Network Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Outdial Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Per Port Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Serial Port Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

SMDI Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

T1/DID Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Appendix A:

Troubleshooting Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

New Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201 Resetting a Port from the Main Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201 What to Do When… . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202 Amanda Does Not Transfer the Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202 Ports Do Not Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203 Caller Doesn’t Hear the Busy Message or RNA Greeting. . . . . . . . . . . . 204 Notification Does Not Work Correctly . . . . . . . . . . . . . . . . . . . . . . . . . . 205 Host/Remote Programs Do Not Work . . . . . . . . . . . . . . . . . . . . . . . . . . . 206 System Halts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206 Miscellaneous. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Appendix B:

Troubleshooting the Clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

NIC Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Common Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Chapter 1:

Introducing Amanda

Computer Requirements

The PC on which your Amanda system is installed has:

•MS-DOS version 6.22 in the directory C:\DOS.

•A 386DX processor running at 40MHz.

•A VGA card.

•4MB of RAM.

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

•A 540MB IDE hard disk drive with an appropriate IDE controller.

•Amanda Company voice boards.

•COM1, using IRQ 4, and COM2, using IRQ 3. Use these for any two of the following:

-A fax modem.

-Future expansion (such as SMDI).

-A direct serial connection (via null modem cable) for use with the Host/Remote programs.

•No COM3.

•COM4, using IRQ 5 and an internal modem, for a modem link that allows you to use the Host/Remote programs (via telephone line).

NOTE: Within the CMOS settings, all adapter ROM shadowing should be disabled except for system ROM shadowing at address F000. Don’t change the BIOS configuration without consulting an Amanda Company marketing partner or solution provider or an Amanda Company customer support representative.

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Environmental Requirements

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

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

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

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

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

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

Electrical Requirements

•90 to 130 VAC, 50 to 60 Hz, 3-prong outlet with separate ground, separately fused at 15 amps.

•Outlet not controlled by an on/off switch.

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

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

KSU Support

Amanda works with the following KSUs:

•616 DR5 DS

•824 DR5 DS

•CICS DR1

•MICS R1

Named Norstar Sets are fully supported on the 616, 824, Compact Integrated Communications System (CICS), and Modular Integrated Communications System (MICS or 032) Norstar systems. Other models of Norstar (in particular those available outside the US Domestic market) may or may not be supported.

Chapter 1: Introducing Amanda

3

The 616 and 824 require DR5 system software. The CICS and MICS require DR1 software. Norstar “Centrex” and “Centrex Plus” DRs are not supported at this time. Centrex lines are compatible with Amanda and enhance operations in some applications. Standard DR5 software supports this service.

Disconnect Supervision (DS) hardware is required. The Amanda Company cannot guarantee the correct operation of Amanda on non-DS Norstar system cabinets. DS hardware provides a “handshake” between the CO and the Norstar KSU that allows Amanda to use ports more efficiently. This requirement probably applies to all Norstar proprietary and all third-party voice messaging systems.

DS hardware is standard on CICS and MICS 032 systems. DS versions of the 616 and 824 shipped near the end of these products' lives. 616 and 824 cabinets must be clearly labeled “DS.” On the 616, DS appears under the cover on the label. On the 824, DS appears in the upper right hand corner of the KSU. Please contact the Amanda Company product manager about any T1, DID, 0x32R1XL, or custom networking applications.

If you plan to develop fax applications using Amanda, two call fax-on- demand applications can be created with Amanda fax ports connected directly to Central Office telephone lines. One call fax-back and fax mail applications, on the other hand, will require that the fax ports be connected through the Norstar using Analog Terminal Adapter (ATA) equipment.

An ATA can connect a digital Meridian Norstar telephone port to either of the following:

•A data communication device, such as a modem or fax machine

•A standard analog voice device, such as a single-line telephone

Contact your Norstar representative about pricing and installation information.

4	Installing [e-mail]/DOS

General Uses

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

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

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

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

Amanda.

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

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

Configured as an off-duty attendant: Amanda provides 24-hour access to your company and its employees when an operator is unavailable.

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

Amanda while the office is closed.

Chapter 1: Introducing Amanda

5

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

In this case, the telephone switching system transfers any incoming call to

Amanda if the extension being called is busy or not answering.

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

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

Purpose of This Guide

This guide explains how to set up [e-mail]/DOS for the first time. This guide covers:

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

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

6	Installing [e-mail]/DOS

Customer Service and Support

The Amanda Company provides customer service and support Monday through Friday from 8:00 A.M. to 8:00 P.M. Eastern Time, except holidays.

Customer Support:

(800) 800–9822

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

Dealer Sales:

Telephone: [phone]

Distribution Sales:

Telephone: [phone]

International Sales:

Telephone: [phone]

International Support:

Telephone: [phone]

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 support for the life of their systems. Be sure to send in your registration card!

System Administration Support

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

Chapter 1: Introducing Amanda

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Installation Support

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

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

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

Application Support

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

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Chapter 2:

Installing Amanda Company Boards

Using an Amanda Company Board with a KSU and Amanda

Amanda uses specially designed Amanda Company voice boards when connected to a Norstar KSU. These boards work with the Norstar KSU without using external Northern Telecom VMI hardware. They emulate Norstar M7310 digital telephone sets and permit a direct digital link with compatible Norstar KSUs. The Amanda Company voice board also provides more features and better performance because it is entirely digital.

Each board has four RJ-11 connectors, each of which connects to a two-wire digital Norstar KSU extension. These interfaces provide signaling, audio interface to the line, and the ability to send and receive messages.

Installation Checklist

Follow this checklist or use it to verify that you have completed all the necessary steps for connecting Amanda to the telephone switching system.

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Be sure to…

1.Program the telephone switching system for voice mail integration.

2.Run The Amanda Company’s Voice Board Advisor program to show you how to jumper your Amanda Company voice boards for Norstar. (A separate disk—the Board Advisor disk—contains this program and is shipped with each Amanda Company voice board.)

3.Configure the boards with shorting jumpers using the diagrams provided by Advisor.

4.Turn the computer off and then install the boards.

5.Connect the line cords from voice boards to the telephone switching system. (Make sure all the extensions are connected to the board BEFORE starting Amanda.)

6.Turn the computer back on to install the Amanda software without errors.

7.Run Setup to define Amanda system configuration options.

Make sure smdi_base_port and cfg_port are set correctly for your system. These are Amanda’s Norstar-specific configuration options.

8.Test each voice board port for answering.

9.Amanda’s tone files are preconfigured to work with Norstar KSUs. If your system does not work well or requires additional tones, run Setup (and SmartCall) to identify the tone patterns.

Background Information

Each Amanda Company voice board requires eight kilobytes of memory. Prior to installation, each board must be configured to use a separate memory area. See “Configuring the Boards” on page 12 for more information.

Chapter 2: Installing Amanda Company Boards

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Amanda Company Board (Designed for

)

The JP1 and JP2 jumper blocks shown in the diagram above indicate the exact location in memory to be used by that board. JP1 indicates the memory segment, and JP2 indicates the offset within that memory segment.

Amanda Company voice boards are preset to D800. If another vendor’s product (such as SCSI controller, LAN card, or modem) uses that location, you must select another for the voice board. The Amanda Company provides the Voice Board Advisor program to select a good location for you. See “A Typical Board Arrangement” on page 17.

If you are installing more than one board, each board must have a different segment/offset location. These locations must be contiguous and eight kilobytes (2000 hex) apart. The Voice Board Advisor program lets you know how to jumper each board.

Each of the JP1 and JP2 jumper blocks has three pin positions. Each of the positions must be correctly set: closed or open.

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Closed means that two pins are covered/connected by the shorting jumper, and Open means that the two pins are not covered/connected by the shorting jumper. In the diagrams in this chapter, the blacked out pin positions represent closed positions.

TIP: Installers often place shorting jumpers over only one pin when the position is Open. This does not connect the pins, but it does prevent losing jumpers.

The combined settings for the three JP1 positions indicate a memory segment. The combined settings for the three JP2 jumper positions indicate the offset (or starting position) within the memory segment specified by the shorting jumpers on the JP1 jumper positions.

You must also set JP3, the jumper block that indicates which hardware interrupt (IRQ) the board will use to communicate with the driver. All the Amanda Company voice boards in the same PC must use the same IRQ. Amanda Company voice boards are preset to use IRQ 7. Advisor shows where to place the shorting jumper for this IRQ.

The J2, JP4, and JP5 jumper blocks (also shown in the diagram) are for board use only. Never change J2, JP4, and JP5. (Do not confuse J2, the board use only jumper block, with JP2, the offset jumper block that you do set.)

Configuring the Boards

Before you install Amanda software or install the voice boards, run the Voice

Board Advisor program. Advisor does both of the following:

•Displays the configuration needed for each board

•Stores configuration information on your hard drive that is used later by the installation program

To configure an Amanda Company voice board:

•Run Advisor to configure the board to use a convenient memory location and IRQ 7.

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Running Advisor

On new installations, you must run the Voice Board Advisor program before you insert the voice boards into the computer. If you add additional voice boards later, you should run this program with the original boards in the computer, but the new boards must not be installed.

The first time you use the disk labeled “Board Advisor Disk”, it makes itself bootable, that is, capable of starting a computer. After that, it is always bootable.

If Advisor detects the presence of voice boards on a computer that was not previously an Amanda system, you are asked to remove the voice boards.

To get board configuration information from Advisor:

1.Insert the disk labeled “Board Advisor Disk” into the A: floppy disk drive.

2.From the DOS prompt C:\>, type the command:

A:\ADVISOR

Then press Enter.

You see one of the following screens, depending on whether the Board Advisor disk is bootable or not.

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Not Bootable

The Advisor program is examining your computer, please wait ...

In order for the Advisor program to correctly determine the memory characteristics, the computer must be rebooted. This disk is currently being made bootable. This may take up to 30 seconds ...

1 file(s) copied System transferred

This diskette is now bootable; this step is permanent. From now on, use this diskette by placing it in the A: drive and rebooting your computer.

The Advisor program will run automatically when the computer reboots.

Proceed with rebooting now[Y,N]?

Bootable

This process requires rebooting the computer from this diskette.

This reboot is automatic ...

Proceed with rebooting now [Y,N]?

3.Press Y for Yes or wait for a few seconds for the system to do this automatically.

If adding additional voice boards to an existing Amanda system, the next screen appears. Otherwise, go on to step 5.

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The Advisor program is examining your computer, please wait ...

Found existing configuration information, making a copy of it ...

1 file(s) copied

1 file(s) copied

It appears that you are attempting to add one or more boards to an existing, working system. This process needs to be restarted using the configuration information from your existing setup. This is being handled automatically; you don't need to take any action, but the system must reboot itself now.

The reboot will occur automatically ...

Reboot now[Y]?

4.Type Y for Yes or wait for a few seconds for the system to do this automatically.

The following screen asks you how many boards you need configuration information for.

The Advisor program is examining your computer, please wait ...

Advise - Board Configuration Utility Version 1.0

Copyright (c) 1994-6, The Amanda Company, Inc.

Maximum Number of Boards possible: 4

How many boards do you wish to install[1]?

5.Type the number of new boards to be installed now. (The default is 1.)

The configuration information for the first new board that you are installing now appears on the screen. Press N for Next or P for Previous to see information for other boards.

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6.Configure the boards’ memory segments and offsets from the displayed information.

7.Press Q for Quit when you are finished. The final screen appears.

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Congratulations, configuration information for the boards in your system has now been placed on your hard disk.

1.Remove this diskette.

2.Power off the computer.

3.Insert your configured boards.

After boards have been installed, you may proceed with installing or upgrading your [e-mail]/DOS software if desired.

8.Remove the Board Advisor disk.

9.Turn the computer off.

10.Insert your configured boards.

A Typical Board Arrangement

The following example shows the typical four-board (16-port) system. All of the boards use the D000 memory segment, but they are located eight kilobytes away from each other (2000 in hex) because each board needs eight kilobytes of memory. The jumper positions for the corresponding memory segments and offsets are also shown in the JP1 and JP2 Jumper Settings table in “Installing the Boards” on page 19.

Do not assume that your boards will automatically use these segments and offsets. If another vendor’s product (such as SCSI controller, LAN card, or modem) uses that location, you must select another for the voice board. The Amanda Company provides the Voice Board Advisor program to select a location for you.

Table 1: Typical 4-Board Arrangement

Board	Ports	Segment/Offset
Board 1	Ports 1-4	D800 (see Row 21 of the JP1 and JP2 Jumper Settings table in the next
		section, “Installing the Boards”)
Board 2	Ports 4-8	DA00 (see Row 22)
Board 3	Ports 9-12	DC00 (see Row 23)

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Table 1: Typical 4-Board Arrangement

Board 4	Ports 13-16	DE00 (see Row 24)

Possible Jumper Settings

		JP1			JP2		Segment and
Row	Pos. 1	Pos. 2	Pos. 3	Pos. 1	Pos. 2	Pos. 3	Offset
1	Closed	Open	Open	Closed	Closed	Closed	B000 (to B1FF)
2	Closed	Open	Open	Closed	Closed	Open	B200 (to B3FF)
3	Closed	Open	Open	Closed	Open	Closed	B400 (to B5FF)
4	Closed	Open	Open	Closed	Open	Open	B600 (to B7FF)
5	Closed	Open	Open	Open	Closed	Closed	B800 (to B9FF)
6	Closed	Open	Open	Open	Closed	Open	BA00 (to BBFF)
7	Closed	Open	Open	Open	Open	Closed	BC00 (to BDFF)
8	Closed	Open	Open	Open	Open	Open	BE00 (to BFFF)
9	Open	Closed	Closed	Closed	Closed	Closed	C000 (to C1FF)
10	Open	Closed	Closed	Closed	Closed	Open	C200 (to C3FF)
11	Open	Closed	Closed	Closed	Open	Closed	C400 (to C5FF)
12	Open	Closed	Closed	Closed	Open	Open	C600 (to C7FF)
13	Open	Closed	Closed	Open	Closed	Closed	C800 (to C9FF)
14	Open	Closed	Closed	Open	Closed	Open	CA00 (to CBFF)
15	Open	Closed	Closed	Open	Open	Closed	CC00 (to CDFF)
16	Open	Closed	Closed	Open	Open	Open	CE00 (to CFFF)
17	Open	Closed	Open	Closed	Closed	Closed	D000 (to D1FF)
18	Open	Closed	Open	Closed	Closed	Open	D200 (to D3FF)
19	Open	Closed	Open	Closed	Open	Closed	D400 (to D5FF)
20	Open	Closed	Open	Closed	Open	Open	D600 (to D7FF)
21	Open	Closed	Open	Open	Closed	Closed	D8001 (to D9FF)
22	Open	Closed	Open	Open	Closed	Open	DA00 (to DBFF)
23	Open	Closed	Open	Open	Open	Closed	DC00 (to DDFF)
24	Open	Closed	Open	Open	Open	Open	DE00 (to DFFF)

Chapter 2: Installing Amanda Company Boards

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1Segment and offset usually selected by The Amanda Company for first Amanda Company voice board for Norstar. When you buy your board from The Amanda Company, this is its default setting.

Jumper Block for IRQ (JP3)

Each number represents an IRQ. For example, 2 represents IRQ 2. This figure shows IRQ 7 as the selected IRQ. Be sure to select an interrupt number that is not used by another board (such as a modem or LAN card) in this PC.

Installing the Boards

Use the following procedure to install one or more Amanda Company voice boards in PC slots.

To install the boards:

1.Turn your computer off.

2.Remove the computer’s cover.

3.Select an empty slot for each Amanda Company voice board and remove the blanking brackets (cover plates) from the rear of the PC chassis, corresponding to the chosen slot.

4.Insert each board gently into a slot and make sure that it is seated properly by screwing the board bracket to the rear panel of the PC.

5.Replace the computer’s cover.

6.Attach the Norstar telephone extension lines to the RJ-11 connectors.

CAUTION: The Amanda Company voice board is to be used only with Northern Telecom’s Norstar telephone

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switching systems. You can permanently damage the board by connecting the RJ-11 connectors to any other telephone outlet.

7.Turn the computer back on.

8.From the C:> DOS prompt, follow the installation instructions in “Chapter 5: Installing Amanda Software”.

CAUTION: Use an electrostatic discharge-safe (ESD-safe) station while configuring and installing your board. Otherwise, static discharge may damage your board.

Connecting the Ports

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

COM1

VGA Card

Voice Ports

1 2

4 3

COM2

Modem