Amanda Work Group 7-xx Administration Guide

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Administering

@Work.Group/

DOS

Version 7.xx

Administrator’s Guide Edition 7/01

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ii Administering Amanda@Work.Group/DOS

Copyright and Trademark Notices

Copyright  1992–2001 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. 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 DOC UMENT, REPRESENTATION, OR OTHERWISE, SHALL THE AMANDA COMPANY BE LIABLE TO YOU FOR DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONTINGENT, OR CONSEQUENTIAL DAMAGES,

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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.

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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.

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

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Conventions

This manual uses the following terminology and conventions:

Amanda

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

caller

user

fixed-space type

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

Someone with an extension that Amanda transfers calls to and/or stores messages for. A user can access Amanda to play, delete, and send messages as well as set personal options su ch as D o Not D isturb.

This guide displays information that you must type and messages fro m Amanda in fixed-space type.

Indicates that the information next to it pertains to Amanda Voice Server or one of its clients: Administrator or Amanda Monitor.

Indicates that the information next to it pertains to Amanda as a standalone system.

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

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

Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv

Chapter 1:

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

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

How to Use Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

How Amanda Operates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

A Mailbox for Each User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Mailboxes that Control Call Processing. . . . . . . . . . . . . . . . . . . . . 5

Mailboxes that Provide Information. . . . . . . . . . . . . . . . . . . . . . . .6

The Power of Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Processing Calls and Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Processing a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Processing a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Customer Service and Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

End User Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

System Administration Support . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Installation Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Application Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Chapter 2:

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Using Amanda as a Voice Server or a Standalone System . . . . . . . . . 17

Starting Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Using Command-line Options . . . . . . . . . . . . . . . . . . . . . . . . . . .19

Shutting Amanda Down. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

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Changing the Password. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Specifying a Time Zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Chapter 3:

Monitoring Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using Amanda Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Logging Back On. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

System and Port Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Port Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Using the Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Using the Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Resetting Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Tracing Port Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Displaying a List of Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Resetting the Date and Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Copying Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Using the Main Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

General Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Resetting Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Resetting the Date and Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Copying Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Chapter 4:

Recording the Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Calling Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Recording the Company Greeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Sample Greetings for Mailbox 990 . . . . . . . . . . . . . . . . . . . . . . . 46

Sample Scheduling Records for Mailbox 990 . . . . . . . . . . . . . . . 47

Using Amanda Administrator . . . . . . . . . . . . . . . . . . . . . . . . 47

Using the Auto Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

More Holiday Samples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Recording Caller Instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Sample Instructions for Mailbox 991. . . . . . . . . . . . . . . . . . . . . . 59

Sample Scheduling Records for Mailbox 991 . . . . . . . . . . . . . . . 60

Using Amanda Administrator . . . . . . . . . . . . . . . . . . . . . . . . 60

Using the Auto Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Recording Employee Directory Instructions. . . . . . . . . . . . . . . . . . . . 64

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Chapter 5:

Setting Up Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67

Using a Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Using Templates with an Amanda/Norstar System . . . . . . . . . . . 69

Asking the User for Preferences. . . . . . . . . . . . . . . . . . . . . . . . . .69

Using Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Personal Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Informational Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . .73

Using Amanda Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Using the Menus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 6

Using the Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78

Logging Back On . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Creating a Personal Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Creating a Mailbox for Someone Without a Telephone. . . . .81

Creating Mailboxes Automatically. . . . . . . . . . . . . . . . . . . . . . . .81

Creating an Informational Mailbox . . . . . . . . . . . . . . . . . . . . . . . 82

Creating a Range of Mailboxes from an Existing Mailbox . . . . . 83

Modifying an Existing Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Moving from One Mailbox to Another. . . . . . . . . . . . . . . . . . . . . 85

Deleting an Existing Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Finding Mailboxes that Match Certain Criteria . . . . . . . . . . . . . .86

Naming Groups and Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Mailbox Field Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Using the Users Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97

Creating a Personal Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Creating a Mailbox for Someone Without a Telephone . . . . 102

Creating Personal Mailboxes Automatically . . . . . . . . . . . . . . . 103

Creating an Informational Mailbox . . . . . . . . . . . . . . . . . . . . . . 104

Creating a Range of Mailboxes from an Existing Mailbox . . . . 105

Modifying an Existing Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . 106

Moving from One Mailbox to Another. . . . . . . . . . . . . . . . . . . . 107

Deleting an Existing Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Mailbox Field Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

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Chapter 6:

Notifying Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117

Selecting a Port for Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Planning Your Notification Records . . . . . . . . . . . . . . . . . . . . . . . . .119

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Managing Notification Records and

Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Using Amanda Administrator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Creating a Notification Record and a Notification Template . . 121 Creating a Notification Record from an Existing Template . . . 126

Modifying Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Disabling a Notification Record . . . . . . . . . . . . . . . . . . . . . . . . 130

Changing Notification Telephone Numbers . . . . . . . . . . . . . . . 130

Changing the Notification Variable by Telephone . . . . . . . 131

Using the Notify Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Creating a Notification Record and a Notification Template . . 134 Creating a Notification Record from an Existing Template . . . 137

Modifying Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Disabling a Notification Record . . . . . . . . . . . . . . . . . . . . . . . . 141

Changing Notification Telephone Numbers . . . . . . . . . . . . . . . 142

Examples of Notification Methods . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Controlling a Message Light . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Using %U and %V instead of %E. . . . . . . . . . . . . . . . . . . . 144

Using Voice Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Calling a Pager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Relaying Information to a Pager . . . . . . . . . . . . . . . . . . . . . . . . 146

Calling Home. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Norstar Notification Records. . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Emergency Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Chapter 7:

Automatic Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Managing Automatic Call-processing Changes . . . . . . . . . . . . . . . . 155

Using Amanda Administrator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Creating Scheduling Records. . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Modifying Scheduling Records . . . . . . . . . . . . . . . . . . . . . . . . . 161

Disabling a Scheduling Record . . . . . . . . . . . . . . . . . . . . . . . . . 163

Using the Auto Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Creating Scheduling Records. . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Modifying Scheduling Records . . . . . . . . . . . . . . . . . . . . . . . . . 167

Disabling a Scheduling Record . . . . . . . . . . . . . . . . . . . . . . . . . 169

Example: Changing User’s Greetings . . . . . . . . . . . . . . . . . . . . . . . 170

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Chapter 8:

Generating Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173

Example Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .174

Managing Reports and Report Templates . . . . . . . . . . . . . . . . . . . . . 175

Using Amanda Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Creating Reports and Report Templates. . . . . . . . . . . . . . . . . . .175

Creating Reports from Templates. . . . . . . . . . . . . . . . . . . . . . . .178

Printing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .179

Saving Reports as Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Using the Reports Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Creating Reports and Report Templates. . . . . . . . . . . . . . . . . . .182

Creating Reports from Templates. . . . . . . . . . . . . . . . . . . . . . . .184

Printing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .186

Saving Reports as Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Chapter 9:

Using the Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Administering Amanda by Telephone. . . . . . . . . . . . . . . . . . . . . . . .189

Managing System Announcements . . . . . . . . . . . . . . . . . . . . . . 190

Changing the Busy Hold Music . . . . . . . . . . . . . . . . . . . . . . . . . 191

Locking and Unlocking Mailboxes. . . . . . . . . . . . . . . . . . . . . . . 191

Resetting Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .192

Listening to System Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Creating System-wide Mailing Lists . . . . . . . . . . . . . . . . . . . . . 193

Resetting the Date and Time. . . . . . . . . . . . . . . . . . . . . . . . . . . .194

Setting Up the Administrator Mailbox from the Computer. . . . . . . .195

Chapter 10:

Using Utilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .199

Backing Up and Restoring Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Deleting Mailboxes and Mailing Lists. . . . . . . . . . . . . . . . . . . . . . . .200

Deleting Mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Deleting Personal Mailing Lists . . . . . . . . . . . . . . . . . . . . . . . . .200

Displaying Message Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Validating Notification Templates. . . . . . . . . . . . . . . . . . . . . . . . . . .202

Managing Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Searching Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Editing a Text File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .204

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JOVE Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Displaying Text Files (20 Lines at a Time). . . . . . . . . . . . . . . . 207

Displaying the Last n Lines of Text Files . . . . . . . . . . . . . . . . . 208

Performing Operations at Shutdown. . . . . . . . . . . . . . . . . . . . . . . . . 208

Reviewing Installation History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Appendix A:

Setup Sheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Company Greeting Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Caller Instructions Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Mailbox with Greetings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Mailbox with Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

General Mailbox Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Mailbox Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

Appendix B:

Glossary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

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Chapter 1: Introducing Amanda

What Amanda Does

Amanda@W ork. Group/DOS is an autom ated attendant and v oice 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.

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2 Administering Amanda@Work.Group/DOS

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 pro vide 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.

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 provi de a high er l evel of cust o mer s ervi ce 24 hou rs a day) . Information such as your addres s , availab le hou rs , d irectio ns 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.

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Chapter 1: Introducing Amanda 3

How to Use Amanda

Amanda@Work.Group/DOS can be run as either a voice server or as a standalone system, switching back and forth if necessary. In either case, the computer on which Amanda is installed must have a DOS operating system and be dedicated solely to running Amanda.

The advantage of running Amanda as a voice server is that you can monitor it and adjust how it processes users’ calls from your own workstation rather than from the computer on which Amanda is running. When you use Amanda as a standalone system, you use DOS applications to control everything from the computer on which Amanda is installed.

Amanda@Work.Group/DOS comes with one license for the client software, the applications that allow you to access Amand a fr om you r wo rks tation. To allow other users to access Amanda via their workstations (in addition to their telephones), you must purchase a license for each user. Besides the usual user options (such as listening to messages and changing the setting for Do Not Disturb), the client software allows users to dial telephone numbers listed in Windows applications.

Voice Server

The computer running Amanda as a Voice Server must have a LAN adapter. During the installation, software was provided that allows you to access a Microsoft Workgroup network.

In addition to installing the Voice Server, you can install client software which allows you to interact with Amanda from your workstation. One copy of the cl ient software is supplied with this product. It contains five Windows 3.11 applications. Two of them assist you in your role as Amanda system administrator:

Amanda Administrator 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.

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4 Administering Amanda@Work.Group/DOS

The others allow you to process messages, place calls, and manage your personal mailbox:

Amanda Messenger Allows users to access their

messages from their workstations as well as by telephone.

Amanda Dialer Dials telephone numbers that

appear in Microsoft Word for Windows, Microsoft Excel, and other Windows applications.

Amanda Fax Allows you to fax anythi ng 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.

Standalone System

OTE

: To set the configuration options client_activation_key and

n_clients, see Installing Amanda@Work.Group/DOS. When n_clients is 0, you have only one client. This allows you to run Amanda Administrator to control Amanda Voice Server.

In this mode, you control Amanda from the computer on which it has been installed using DOS applications.

All users access their messages by telephone.

How Amanda Operates

To 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.

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Chapter 1: Introducing Amanda 5

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’s Users screen (if using Amanda as a standalone) or from Amanda Administrator (if using Amanda as a voice server). 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 one or more recorded greetings. 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 messages, or they can be notified that a message exists in a variety of ways. T ypically, there is one user for each mailbox, even though several mailboxes might share a single telephone extension.

Mailboxes that Control Call Processing

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

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6 Administering Amanda@Work.Group/DOS

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

The Done Chain field, one of the fields associated with mailbox 990, causes Amanda to route the call to mailbox 991, known as the Caller Instructions mailbox—unless the caller enters the DTMF (touch tone) digits for another mailbox, such as Ralph’s 123. The greeting Amanda plays fo r 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 els e 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 pr ovi de a very shor t 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 h ear it under a variety of circumstances. The second mailbox must be the value stored in the first mailbox’s Done Chain field.

You can use these two mailboxes for all calls coming into Amanda, or you can use two different mailboxes per port. This allows you to have a separate general greeting and set of instructions for each port.

Mailboxes that Provide Information

An information mailbox (such as 990 or 991) do es not accep t 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.

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Chapter 1: Introducing Amanda 7

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 distinction, Amanda can provide powerful features through 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 provide 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).

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 goi ng from one mailbox to another

• How Amanda processes a n individual mailbo x based on the content s of its fields

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8 Administering Amanda@Work.Group/DOS

Processing a Call

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

• As Amanda answers a call, she starts with the mailbox defined for use with the port that handles the call. This is usually mailbox 990, the Company Greeting mailbox. See “Recording the Company Greeting” on page 44 for more information about setting up this mailbox.

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

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

• Depending on the fields associated with a particular mailbox, Amanda uses the contents of that mailbox’s Extension field, Done Chain field, Busy Chain field, or RNA (R ing No Answer) Chain field t o determine what to do next.

• Tokens from Amanda’s Token Programming Language are used in the Extension field. The Done Chain, Busy Chain, and RNA fields contain only mailboxes. See Inst alling Amanda@ Work.Group/D OS for more information about the Token Programming Language.

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

The following diagram helps to illustrate this concept.

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Chapter 1: Introducing Amanda 9

Call Processing Diagram

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10 Administering A manda@Work.Group/DOS

OTE

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

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

Processing a Mailbox

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

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

The right column of the first page (outside the dotted rectangle), shows the processing 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 process tokens from the Token Programming Language

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

OTE

: At any time, the caller can enter a number from the men u or

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

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Chapter 1: Introducing Amanda 11

Mailbox Processing Diagram

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12 Administering A manda@Work.Group/DOS

Mailbox Processing Diagram (continued)

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Chapter 1: Introducing Amanda 13

Mailbox Processing Diagram (continued)

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14 Administering A manda@Work.Group/DOS

Customer Service and Support

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

Customer Support:

(800) 800–9822

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

Dealer Sales:

Telephone: (800) 410-2745

Distribution Sales:

Telephone: (800) 410-2745

International Sales:

Telephone: (203) 744-3600

International Support:

Telephone: (203) 744-0860

A.M

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

Web Site:

http://www.taa.com

End User Support

End user support covers the actual usage of Amanda through the telephone, such as picking up messages, sending messages, changing greetings, and using distribution lists. Registered Amanda sites receive free end user 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, 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 registrati on card!

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Chapter 1: Introducing Amanda 15

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 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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16 Administering A manda@Work.Group/DOS

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Chapter 2: Getting Started

Using Amanda as a Voice Server or a Standalone System

This guide explains how to administer Amanda as either a voice server or a standalone system. If Amanda was installed as a voice server, you can switch back and forth between the two by typing the following at the DOS prompt:

server on (to switch from server mode to standalone mode) or:

server off (to switch from standalone mode to server mode) Press Enter.

From the DOS prompt (C:\AMANDA), you can type SERVER or AVER and press Enter to see what mode Amanda is in. If it is already in the mode you want, type AMANDA (and Enter) to restart Amanda.

OTE

: While in server mode, you can type any of the following

(then press Enter): s To shut Amanda down t To display a trace of Amanda’s activities o To stop the trace to screen p To display a list of active Amanda t elephone ports w To display a list of logged-on users k To disconnect a user. (Type in the name of the

user when prompted for it.)

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Starting Amanda

To start Amanda:

1. Turn on the computer on which Amanda is installed. Amanda displays:

Do you want to run SCANDISK(Y/N)?

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

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

Next Amanda displays the mode she is in (voice server or standalone system) followed by:

Do you want to run Amanda@Work.Group/DOS (Y/ N)?

3. Press Y for Yes to start Amanda in this mode. If you do not make a selection within 30 seconds, Amanda starts automatically. This allows for unattended operation.

If Amanda is in voice server mode, you see:

Amanda@Work.Group/DOS is now up and running. Type 's' to begin shutdown.

If Amanda is in standalone-system mode, she displays the Main screen. The word Main appears in the upper right corner of the screen.

Amanda Monitor, one of the Windows client applications, displays the same information as the Main screen.

OTE

: At step 3, press N to access system files or perform sys-

tem tests with aN Amanda Company representative. After performing those operations (or if you press N accidentally), restart Amanda by typing AMANDA at the DOS prompt.

During start up, if Amanda cannot load the files that store the dial codes, tone patterns, and integration patterns for your telephone switching system, she displays a panic message and immediately shuts down. For Brooktrout

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Chapter 2: Getting Started 19

voice boards, these are PBX and TON files. For The Amanda Company voice boards for Norstar, these are GTD and CMP files.

Using Command-line Options

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

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

/T[n]

/S[n]

/Pn

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

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

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

Causes Amanda to trace the activity on all ports, storing that information in C:\AMANDA\TRACE.OUT. Specifying n causes Amanda to write to disk after every n lines. (By default, Amanda writes to the trace file every 1024 characters.) New installations run with /T /S1300 and store the last three trace files as well as the current one. Amanda creates a new trace file ever y time she restarts. 1300 kilobytes i s suita ble for copying to 1.44 MB floppy disks.

Limits the size of the trace file to the last n kilobytes of information.

Restricts trace information to port n. Use two digits, such as 01 or 12, to indicate the port.

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Shutting Amanda Down

Amanda should always be shut dow n—not just powered off. You can shut down Amanda manually from the computer on which she is running. You can also schedule her to shut down automatically once a week on a specific day at a specific time. This section explains how to do a manual shutdown. For information about automatic shutdowns, see Installing Amanda@Work.Group/DOS.

To shut down Ama nda:

1. Do one of the following:

• If Amanda is running as a standalone system: Press Alt+S.

• If Amanda is running as a voice server: Press s.

The password dialog box appears.

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

3. Press Enter.

4. Press Y (to confirm the shutdown).

5. Press Y again (to reconfirm).

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

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Chapter 2: Getting Started 21

Changing the Password

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

To change Amanda’s password:

1. If Amanda is running, shut down the Amanda system as explained in “Shutting Amanda Down” on page 20 (but don’t power off).

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

CD C:\AMANDA

Press Enter.

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

setup

Press Enter. The Configuration Utility menu appears.

4. Press 4 (if your system uses Brooktrout voice boards) or 2 (if your system uses The Amanda Company voice boards for Norstar).

The System Configuration menu appears.

5. Press G for General Configuration. The General Configuration menu appears.

6. Press P for Pas sw ord. The Password screen appears at the top.

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

8. Press F10 to save the new password.

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9. Press Y to exit the screen.

10. Press Esc repeatedly to exit the Setup utility.

Specifying a Time Zone

For Amanda Voice Server only: 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 con structed as descr ibed 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 Uni versa l Coo rdi nate d Time (UCT, for-

merly named Greenwich Mean time or Zulu time). Negative amounts are valid for those time zones on the op posite side of th e 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 b y som e cou ntries fo r 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 imple-

mented; indicates that programmatic correction for annual time chang es should be made.

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Chapter 3: Monitoring Amanda

Overview

If you are running Amanda as a voice server, Amanda Mon itor lets you view the real time status of the Amanda Voice Server from a workstation on your Local Area Network (LAN). The icon to the left indicates the sections o f this chapter that pertain to Amanda Monitor.

If you are running Amanda as a standalone s ystem, you us e the Main s creen for this purpose. The icon to the lef t indicates the sections of this chapter that pertain to the Main screen.

The current status includes:

• Version number

• System usage information

• Number of mailboxes

• Amount of hard disk space available

• When the system was last started

• When it will be shut down next

• Each Amanda telephone port’s number, type, and status

• Fax modem status

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Using Amanda Monitor

If you are using Amanda as a voice server, you use Amanda Monitor to monitor the server from your workstation. If you are using Amanda as a standalone system, you use the Main screen on the computer that runs Amanda.

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 settings, which are

AMANDASER VER for the Server Name and 0 for Local Area Network Adapter (LANA), are accurate in most cases. See your network administrator to be sure.

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.

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Chapter 3: Monitoring Amanda 25

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.

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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 Voice Server:

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

able.

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

The next time Amanda is schedul ed to shut down automat ically. Shutdowns can be scheduled every day, once a week, or never as defined by Amanda’s system config uration options.

The current date and time according to Amanda Voice Server.

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).

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Chapter 3: Monitoring Amanda 27

Port Information

Disk space free

CPU free

Busy count

No. of calls taken

Total mailboxes:

Port Type Status

Mailbox

The amount of free disk space still available for message storage in ours 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.

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. For details about each

status, see “General Information” on page 38. The current mailbox being accessed on that port, or the

last mailbox accessed if the port is now IDLE.

Calls Last Used

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

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28 Administering A manda@Work.Group/DOS

Using the Menus

Menu Command Description File New…

Copy…

Administrator

Log On

Exit

View Toolbar

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 voice server to another PC or to another file within the voice server.

You can also copy files from your PC to your PC or from the voice server to the voice server.

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 Voice Server 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.

Status Bar

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 y our PC clock, and displays the keyboard latch state. A check mark appears next to the menu command when the Status Bar is displayed.

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Chapter 3: Monitoring Amanda 29

Menu Command Description Admini-

ster

Help Contents

Trace Window

Trace to File

Mailboxes…

Ports…

Time…

Using Help About Monitor…

Using the Toolbar

The toolbar offers a number of shortcuts.

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

Allows you to Start and Stop saving trace information from the voice 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 and allows you to disconnect users.

Allows you to reset a single port on the system without having to shut the system 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 Pro gram informat i on .

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 voice server to another PC or to another file within the voice server. You can also copy file s from your PC to your PC or from the voice server to the voice server.

Allows you to view the existing trace file.

Opens the trace window.

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30 Administering A manda@Work.Group/DOS

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 p orts on the Amanda s ystem w ithou t shutt ing dow n the system. Resetting a port forces a hangup and changes the port’s status to IDLE.

AUTION

: 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, and TRACE3.OUT, all in the C:\AMANDA directory.

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Chapter 3: Monitoring Amanda 31

This allows the installer or administrator to:

• Check on the results of configuration changes

• Have trace information available if he n eeds to call 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

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

its maximum size, it deletes the initial entries. Therefore, the trace file stores only the last 1300 kilobytes of tr ace information. If the Amanda system is scheduled for a nightly automatic shutdown, you will have an automat ic backup of the last three days’ trace files and insure that the trace f iles 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 Voice Server, you can create trace files on the server. You can copy trace files from the server to your workstation (or network) and vice versa. You can also copy trace files from one location on the server to another and from one locat ion on you r workstati on (or netw ork) 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.

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32 Administering A manda@Work.Group/DOS

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

• Click Cancel.

• Click Close Trace Window on the toolbar.

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 directory 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).

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 pro cedure “To start a trace to file” for more information.

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Chapter 3: Monitoring Amanda 33

Displaying a List of Mailboxes

If you are running Amanda as a voice server, you can display a list of the mailboxes currently connected to the voice server as clients. You can also disconnect 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, 122U means that Mailbox 122 is using one of the client programs. 999A means that there is currently a connection with the Amanda Administrator program. 999M means that there is currently a connection to the Amanda Monitor. The Mailboxes... command allows you to select a Client Connection and disconnect it.

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34 Administering A manda@Work.Group/DOS

2. Click Done to exit the Voice Server Mailb oxes di alo g bo x w hen you are done.

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

To disconnect a mailb ox:

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

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

3. Repeat step 1 as necessary.

4. Click Done to exit.

Resetting the Date and Time

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

To reset the date and time:

1. On the Administer menu, click Time….

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

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

Copying Files

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

The Voice Server Date and Time dialog box appears.

date.

time.

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Chapter 3: Monitoring Amanda 35

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

To copy a file:

1. On the File menu, click Copy…. 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.

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36 Administering A manda@Work.Group/DOS

5. Select the Local or Voice Server option button to indicate the location of the 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 preserve the existing file, click No and type a unique name for

your 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.

OTE

: See Ama nda@Work.Group/DOS Wo rkstation Features for

information about creating fax files with Amanda Fax.

Using the Main Screen

If you are using Amanda as a standalone sy stem, you use the Main screen on the computer that runs Amanda. If you are using Amanda as a voice server, you use Amanda Monitor to monitor the server from your workstation.

The Main screen lets you view the real time status of the Amanda standalone system. The current status includes the version number, system usage information, the number of mailboxes, hard disk space, when the system was last started and when it will be shut down next, port number and type, port activity status, and fax modem status.

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

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Chapter 3: Monitoring Amanda 37

The Main Screen

Users Reports Shutdown Filecopy Date/Time Autocreate Main

The Amanda Company’s Usage: 0/78% Time: 07/21/95 10:53:07

Amanda@Work.Group/DOS Users: 157 Started: 07/18/95 03:13:00

Call Processing System Space: 21:4755% Shutdown: 07/25/95 01:30

Version 6.12/5.54 Calls: 1267 Faxes: 1: Idle

Notify

At 07/21/95 10:53:00

Port Mailbox Status Calls Last Port Mailbox Status Calls Last

1/A 103 PCPM 375 10:53 13/A 132 BUSY 21 10:53 2/A 117 RECORDING 202 10:51 14/A 173 RECORDING 18 10:51 3/A 129 HANGUP 104 10:53 15/A 128 HANGUP 17 10:53 4/A 146 LOGIN 97 10:50 16/A 124 LOGIN 16 10:49 5/A 990 GREETING 83 10:53 17/A 101 BUSY 15 10:53 6/A 165 BUSY 71 10:53 18/A 119 GREETING 14 10:50 7/A 991 GREETING 52 10:53 19/A 169 IDLE 11 10:30 8/A 132 ANSWER 40 10:53 20/A 113 IDLE 9 10:33

9/A 154 EXECUTE 39 10:53 21/A 103 IDLE 5 9:34 10/A 133 RNA 28 10:53 22/A IDLE 0 NEVER 11/A 990 GREETING 28 10:53 23/A IDLE 0 NEVER 12/A 137 CHAIN 22 10:53 24/N 117 DIAL 47 10:53

Menu Bar

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

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

mailboxes.

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

reports.

Shutdown Alt+S shuts down Amand a.

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38 Administering A manda@Work.Group/DOS

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

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

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

Autocreate Only for Amanda systems that use The Amanda Company

voice boards for Norstar. Alt+A allows you to create a mailbox for each extension defined for the KSU.

General Information

Amanda displays general system information in the Main screen below the menu bar.

Version The current version of Amanda followed by the current

version of the driver.

Usage The percentage of CPU idle time. This fluctuates and is

heavily dependent on the kind of CPU as well as the activ-

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

storage, in both hours of recording time and percentage of

total disk space. Calls The total number of answered calls since the last start-up. Notify Displays the notification th at Amanda is performing or the

word NEVER if there is no pending notification. Time The current time (in the 24-hour format). Started The time at which Amanda was last started.

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Chapter 3: Monitoring Amanda 39

Shutdown The next time Amanda i s scheduled to shut d own automat-

ically. Shutdowns can be scheduled daily, weekly, or never as defined by Amanda’s system configuration options.

Faxes The fax status. Usually you see a number for each fax mo-

dem (1–4) and the status Idle, Send, or Receive (depending on whether the fax is waiting, sending data, or receiving data). If this field is blank, the configuration o ptions for your fax modem are not accurate.

Amanda shows the current activity of each port in columns.

Port The number of each port, followed by a letter indicating

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

Mailbox The current mailbox being accessed on that port, or the

last mailbox accessed if the port is now IDLE.

Status The current activity on that port. These include:

ANSWER The PCPM tone indicates that there

was an answer

BUSY The PCPM tone indicates that the ex-

tension is busy

CHAIN Processing a Done, Busy, or RNA

chain DIAL Dialing ERROR The PCPM tone indicates that there

was an error EXECUTE Processing a mailbox FATAL Fatal error occurred and port is reset

to IDLE. FIND Using the employee directory GREETING Playing the greeting

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40 Administering A manda@Work.Group/DOS

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 messages 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. PCPM Receiving a PCPM tone RECORDING Recording a message or greeting RING Listening to a ring

Resetting Ports

You can reset individual p orts on the Amanda s ystem w ithou t shutt ing dow n the system. Resetting a port forces a hangup and changes the port’s status to IDLE.

RNA The PCPM tone indicates that there

was no answer SEND Sending a message

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

AUTION

: Anyone using the port being reset will be disconnected

without warning.

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Chapter 3: Monitoring Amanda 41

To reset a port :

1. Press Ctrl+Home.

2. Press Alt+P .

3. Type the two-digit port numbe r. Port 1 is 01, port 11 is 11, and so forth.

To display trace information on the screen:

1. From the Main screen, press Ctrl+Home. The screen blanks and you hear a beep.

2. Press Alt+T to start the trace.

Stop the trace by pressing Alt+O or Esc.

Resetting the Date and Time

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

To reset the date and time:

1. From the Main screen, press Alt+D.

2. Ty pe t he passwo rd. (The default is AMandA with only the first two and the last letter capitalized.)

The System Date/Time screen appears.

System Date/Time

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

Type a new date in the Date field using the format displayed on the screen. Then press Enter.

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42 Administering A manda@Work.Group/DOS

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

Copying Files

You can copy files without shutting down Amanda. Using the Main screen, you can copy files:

• From one location on the system to another

• To or from a floppy disk

To copy a file:

1. From the Main screen, press Alt+F.

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

The Copy a File screen appears.

Copy a file

Copy From: Copy To:

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

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

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Chapter 4: Recording the Greetings

Calling Amanda

To perform the procedures in this chapter you need to use a telephone or Amanda Messenger. The telephone directions are provided here as they work for both voice servers and standalone systems. See Amanda@Work.Group/DOS Workstation Features for information about how to use Amanda Messenger 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.)

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44 Administering A manda@Work.Group/DOS

To call Amanda (with integration):

1. Dial Amanda’s call/hunt group pilot number. Amanda automatically logs on to the mailbox for the extension you 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 Security Code is invalid. Enter your m ailbox num ber.” Amanda waits for another mailbox.

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

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 security code for this mailbox 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 Inst al li ng Ama nd a@Work.Group/DOS for more

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Chapter 4: Recording the Greetings 45

information about having a greeting per port or contact your Amanda marketing partner or solution provider.

See “Appendix A: Setup Sheets” on page 213 for greeting worksheets.

To record the initial or company greeting:

1. Dial Amanda’s extension and identify yourself as mailbox 990 or whatever mailbox is the equivalent of the Company Greeting mailbox.

You should hear Amanda play the top level menu.

2. Press 2 to change the greeting.

3. Press 1 to select Greeting 1.

4. Press 2 to record the greeting.

5. Press # as soon as you finish speaking.

6. After any recording, you can:

• Review the recording by pressing 1.

• Rerecord by pressing 2.

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

• Cancel the recording by pressing 4.

7. Save the recording by pressing 9.

8. To finish, hang up.

OTE

: By default, the Extension field for mailbox 999 contains

only an H token, which causes Amanda to immediately disconnect the port. 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.

You can also record this greeting using Amanda Messenger. See Amanda@Work.Group/DOS Workstation Fea- tures for more information.

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46 Administering A manda@Work.Group/DOS

Sample Greetings for Mailbox 990

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

Greeting 1: Morning Greeting

Good morning, thank you for calling Company Name.

Play it from 8

A.M

. to 12 P.M. Monday thr ough Friday.

Greeting 2: Afternoon Greeting

Good afternoon, thank you for calling Company Name.

Play it from 12 to 5:30

P.M

. Monday through Friday.

Greeting 3: After-hours Greeting

Thank you for calling Com p any Name . Our office is now closed.

Play it from 5:30 Saturday through 8

P.M

. to 8 A.M. Monday through Friday and from 8 A.M.

A.M

. Monday.

Greeting 4: Holiday Greeting

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

Play it from 8 weekend, play it from 8

A.M

. to 8 P.M. on the holiday. If the holiday is a three-day

A.M

. Saturday through 8 P.M. Monday.

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Chapter 4: Recording the Greetings 47

Sample Scheduling Records for Mailbox 990

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

Using Amanda Administrator

If you are running Amanda as a voice server, you use Amanda Administrator to create scheduling records. For more information, see “Creating Scheduling Records” on page 156.

The follow i ng figures and explanati ons show how to schedul e the four greetings in “Sample Greetings for Mailbox 990” on page 46. 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 greeti ng 1 on weekday morni ngs, gr eeting 2 on w eekday af ternoo ns, and greeting 3 on weeknights and weekends, you need three scheduling records. The first starts greeting 1 at 8:00 starts greeting 2 at noon on weekdays; and the third starts greeting 3 at 5:30

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.

A.M

. on weekdays; the second

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48 Administering A manda@Work.Group/DOS

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

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

A.M

. and P.M., but that the Scheduler Records list box uses the 24-hour

format.

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Chapter 4: Recording the Greetings 49

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 overrid es a normally s cheduled greetin g. 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-e nable the usual greetings somet ime between 5:30 Mond ay evening and 8:00

A.M

. Tuesday morning.

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

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50 Administering A manda@Work.Group/DOS

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.

Using the Auto Screen

If you are running Amanda as a standalone system, you use the Auto screen to create scheduling records. For more information, see “C reating Scheduling Records” on page 165.

The following figures and explanations show how to schedule the four greetings in “Sample Greetings for Mailbox 990” on page 46. It shows the scheduling records for an Amanda system that was initialized May 23, 1997, just before a three-day weekend for American Memorial Day holiday.

To play greeting 1 on weekday mornings, greeting 2 on weekday afternoons, and greeting 3 on weeknights and weekends, you need three scheduling records. The first starts greeting 1 at 8:00 starts greeting 2 at noon on weekdays; and the third starts greeting 3 at 5:30

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.

A.M

. on weekdays; the second

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Chapter 4: Recording the Greetings 51

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

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

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

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

Enabled Change On: 05/23/1997 At 08:00 Restrict To: MTWTFSS

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

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

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

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52 Administering A manda@Work.Group/DOS

The next figure of the Auto screen shows the settings for the second and third scheduling record w hich start greetings 2 a nd 3.

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

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

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

Enabled Change On: 05/23/1997 At 17:30 Restrict To: MTWTFSS

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

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

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

The next four figures of the Auto screen show 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.

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Chapter 4: Recording the Greetings 53

The following figure of the Auto screen shows the settings for the scheduling record that overrides the Friday evening use of greeting 3 (the office is closed) on May 23. Notice that this and the other records for the holiday are enacted only once, rather than on a regular basis. Setting all the And Every fields (months, days, hours, and minutes) to 0 insures that Amanda performs the scheduled change only once. Because of that, it is not necessary to restrict this record to particular days of the week—although you can.

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

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

Enabled Change On: 05/23/1997 At 17:31 Restrict To: MTWTFSS

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

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

Extension: Rings: 0 Do Not Disturb ON Call Screening: OFF Greeting #: 4

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54 Administering A manda@Work.Group/DOS

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

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

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

NEXT: 05/23/97 08:00; RNA -> 0 DND -> ON CS -> OFF GRT -> 1 NEXT: 05/23/97 12:00; RNA -> 0 DND -> ON CS -> OFF GRT -> 2 NEXT: 05/23/97 17:30; RNA -> 0 DND -> ON CS -> OFF GRT -> 3 NEXT: 05/23/97 17:31; RNA -> 0 DND -> ON CS -> OFF GRT -> 4 NEXT: 05/26/97 08:01; RNA -> 0 DND -> ON CS -> OFF GRT -> 4 <DISABLED> <DISABLED> <DISABLED> <DISABLED> <DISABLED>

Enabled Change On: 05/26/1997 At 8:01 Restrict To: MTWTFSS

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

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

Extension: Rings: 0 Do Not Disturb ON Call Screening: OFF Greeting #: 4

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Chapter 4: Recording the Greetings 55

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

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

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

NEXT: 05/23/97 08:00; RNA -> 0 DND -> ON CS -> OFF GRT -> 1 NEXT: 05/23/97 12:00; RNA -> 0 DND -> ON CS -> OFF GRT -> 2 NEXT: 05/23/97 17:30; RNA -> 0 DND -> ON CS -> OFF GRT -> 3 NEXT: 05/23/97 17:31; RNA -> 0 DND -> ON CS -> OFF GRT -> 4 NEXT: 05/26/97 08:01; RNA -> 0 DND -> ON CS -> OFF GRT -> 4 NEXT: 05/26/97 12:01; RNA -> 0 DND -> ON CS -> OFF GRT -> 4 <DISABLED> <DISABLED> <DISABLED> <DISABLED>

Enabled Change On: 05/26/1997 At 12:01 Restrict To: MTWTFSS

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

0 hour(s) 0 minute(s) Next Change: 05/26/97 12:01

Extension: Rings: 0 Do Not Disturb ON Call Screening: OFF Greeting #: 4

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56 Administering A manda@Work.Group/DOS

The next figure of the Auto screen shows the settings for the scheduling record that overrides the Monday evening use of greeting 3 on May 26.

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

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

NEXT: 05/23/97 08:00; RNA -> 0 DND -> ON CS -> OFF GRT -> 1 NEXT: 05/23/97 12:00; RNA -> 0 DND -> ON CS -> OFF GRT -> 2 NEXT: 05/23/97 17:30; RNA -> 0 DND -> ON CS -> OFF GRT -> 3 NEXT: 05/23/97 17:31; RNA -> 0 DND -> ON CS -> OFF GRT -> 4 NEXT: 05/26/97 08:01; RNA -> 0 DND -> ON CS -> OFF GRT -> 4 NEXT: 05/26/97 12:01; RNA -> 0 DND -> ON CS -> OFF GRT -> 4 NEXT: 05/26/97 17:31; RNA -> 0 DND -> ON CS -> OFF GRT -> 4 <DISABLED> <DISABLED> <DISABLED>

Enabled Change On: 05/26/1997 At 17:31 Restrict To: MTWTFSS

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

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

Extension: Rings: 0 Do Not Disturb ON Call Screening: OFF Greeting #: 4

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Chapter 4: Recording the Greetings 57

More Holiday Samples

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

Amanda

Administrator

Field

Enable Checked Enabled: YES

Starting Date (and Time)

Execute Every… Year And Every: 12 month(s) 0 day(s)

Day Check every

Greeting 3 Greeting #: 1–7, the number of the

Amanda

Administrator

Setting

01/01/96 08:01

day, Sunday through Saturday

Auto Screen

Field Auto Screen Setting

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

0 hour(s) 0 minute(s)

Restrict To: M T W T F S S

Y Y Y Y Y Y Y

Extension: (blank)

Rings: 0

Do Not Disturb:

Call Screening: OFF

holiday greeting

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

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58 Administering A manda@Work.Group/DOS

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 213 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.

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

information about our compan y, products, and services, p res s 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.

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Chapter 4: Recording the Greetings 59

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

• Cancel the recording by pressing 4.

7. Save the recording by pressing 9.

8. To finish, hang up.

OTE

: The caller instructions are very important, because Aman-

da plays them whenever she has no other specific instructions.

OTE

: You can also record this greeting using Amanda Messen-

ger. See Amanda@Work.Group/DOS 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, p ress 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 through 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

A.M

. to 5:30 P.M. Press 41 1 for a company di rectory or remain on

the line to leave a message or request information.

Play it from 5:30 Saturday through 8

P.M

. to 8 A.M. Monday through Friday and from 8 A.M.

A.M

. Monday.

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60 Administering A manda@Work.Group/DOS

Sample Scheduling Records for Mailbox 991

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

Using Amanda Administrator

If you are running Amanda as a voice server, you use Amanda Administrator to create scheduling records. For more information, see “Creating Scheduling Records” on page 156.

The following figures and explanations show how to schedule the two greetings in “Sample Instruction s f or Mai lbo x 99 1” on page59. It shows the scheduling records for an Amanda system that was initialized May 23, 1997.

To play greeting 1 on weekdays and greeting 2 after-hours, you need two scheduling records. The first starts greeting 1 at 8:00 second starts greeting 2 at 5:30 not start until Monday morning, greeting 3 plays Friday evening and the entire weekend.

P.M

. on weekdays. Because greeting 1 does

A.M

. on weekdays; the

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Chapter 4: Recording the Greetings 61

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

Greetings 2 has similar settings. Notice that you select the time using

P.M

and

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

A.M

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62 Administering A manda@Work.Group/DOS

Using the Auto Screen

If you are running Amanda as a standalone system, you use the Auto screen to create scheduling records. For more information, see “Creating Scheduling Records” on page 165.

To play greeting 1 on weekdays and greeting 2 after-hours, you need two scheduling records. The first starts greeting 1 at 8:00 second starts greeting 2 at 5:30

P.M

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

A.M

. on weekdays; the

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Chapter 4: Recording the Greetings 63

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

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

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

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

Enabled Change On: 05/23/1997 At 08:00 Restrict To: MTWTFSS

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

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

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

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64 Administering A manda@Work.Group/DOS

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

Save Esc/EXIT PgDn/NEXT PgUp/PREV Auto

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

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

Enabled Change On: 05/23/1997 At 17:30 Restrict To: MTWTFSS

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

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

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

Recording Employee Directory Instructions

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

Amanda automatically maintains the employee directory using the names defined in either the Directory Name 1 or the Directory Name 2 fields in

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Chapter 4: Recording the Greetings 65

the Mailbox window of Amanda Administrator or the Dir Name 1 and Dir Name 2 fields on the Users screen.

For example, “Mary” translates to 6279, while “Jo Ann ” translates to 56266. When Amanda matches a Directory Name, she plays the Name and Extension recorded for that mailbox. Therefore, it is very important that users record their Name and Extension. For example, Eric Cantona might record “Eric Cantona, Extension 124. ” If a user has not r ecorded 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 person you are calling. For the letter Q, use 7, and for the letter Z, use 9.”

As Amanda searches for matches, any s paces o r 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 configur ation option to a nu mber gr eater than 0, you have a dditional prompts.

The prompt after each match is: “T o be transferr ed to this extension, press *. Otherwise, press # to continue.”

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 prompt 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.

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66 Administering A manda@Work.Group/DOS

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

: You can also record this greeting using Amanda Messen-

ger. See Amanda@Work.Group/DOS Wo rks t at ion Features for more information.

Page 77

Chapter 5: Setting Up Mailboxes

Overview

The design of Amanda@Work.Group/DOS depen ds upon the mai lboxes that you have defined. What a caller hears and can do is controlled by the mailbox that the caller is accessing at the moment and how that mailbox is configured. When you configure a particular user’s mailbox, you control what that user can do 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.

If you are running Amanda as a v oice server, you use Aman da Administrator to manage mailboxes across the LAN. The icon to the left indicates the sections of this chapter that pertain to Amanda Administrator.

If you are running Amanda as a standalone system, you us e the Users screen to manage mailboxes. The icon to the left indicates the sections of this chapter that pertain to the standalone system.

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68 Administering A manda@Work.Group/DOS

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, Ch ains, 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 optio n sec_code_di splay is fal se (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 mai lbox 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 extens ions hav e mes sag e lights, the commands for tu rni n g mes s age l ight s on and off should be among the template’s notification records. If all user’s will ha ve Do Not Distu r b turned on after hours, make sure the template has the scheduling records that turn Do Not Disturb on at 5 re-entering this information for one mailbox after another.

P.M

. and turn it of f at 8 A.M. This saves you from

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Chapter 5: Setting Up Mailboxes 69

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 fro m that mailbox , an d o utside callers can never reach the users with those mailboxes.

Using Templates with an Amanda/No rstar System

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

• The user's station directly

• Another station set or an external telephone

• A Messenger client on the network

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

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 Installing Amanda@Work.Group/DOS. The “you” mentioned in the questionnaire is the user.

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70 Administering A manda@Work.Group/DOS

User Questionnaire

Question

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

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

(When ON, your telephone never rings, but callers can leave messages. When OFF, the telephone alw ays rings. When you control DND, you call Amanda to turn it ON and OFF.)

3) When Amanda screens calls, she tells you who is calling and lets 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.)

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 or Screen Calls on.

OFF Turn Call Screening or Screen Calls off.

under my control

YES Turn Identify Called Party on or set ID

NO Turn Identify Called Party off or set ID

Set Adjust Maximum Rings or 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 or Screen Calls off.

Turn the Lock off.

Call? to on or YES.

Call? to off or NO.

Administrative Action to

Mailbox Fields

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Chapter 5: Setting Up Mailboxes 71

User Questionnaire (Continued)

Question

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

(This is primarily for people who share telephones.)

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

OTE

: Regardless of this setting, the

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

Circle

Response

Administrative Action to

Mailbox Fields

YES Turn on both Call Screening and Identify

Called Party or set Screen Calls to ON and

ID Call? to YES. Amanda can tell the user either of the fol-

lowing:

• 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 us ing the Setup utility.

NO Use the settings already specified for call

screening and identifying the caller in questions 3 and 4a.

YES Turn Play Date & Time on or set D/T to

YES.

NO Turn Play Date & Time off or set D/T to

NO.

Names in bold are found in Amanda Administrator; names in italics are found on the Users screen for Amanda standalone system. Those in bold and italics have the same name in either interface.

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.)

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72 Administering A manda@Work.Group/DOS

Using Mailboxes

Mailboxes generally fall into two categories: personal and informational.

Personal Mailboxes

A user usually has only one exte nsion and, ther efore, on ly one m ailbox. That mailbox 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 us er requ ests to be called at his extension, an outside number, or a pager when he has messages.

• The current status of user o ptions. For example, the mailbox remembers whether Do Not Disturb is on or off.

When creating personal mai lboxes, mak e sure you give th e mailbox the s ame 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).

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Chapter 5: Setting Up Mailboxes 73

When the owner of a mailbox calls Amanda and asks for extension 147, Amanda asks for a security code. After accepting the security co de, Amanda allows the user to listen to messages, change greetings, turn Do Not Disturb on and off, and so forth.

Informational Mailb ox es

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

• Provide information f or callers s uch as your b usiness h ours or d irections 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’ mailbo xes: “For more infor mation, 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.

Using Amanda Admini strat o r

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 the Amanda Administrator icon from the Amanda group. The Administrator Logon dialog box appears.

2. Click Network Settings….

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74 Administering A manda@Work.Group/DOS

The Network Settings dialog box appears. Its default settings, which are AMANDASER VER for the Server Name and 0 for Local Area Network Adapter (LANA), are accurate in most cases. See your network administrator to be sure.

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. The mailbox List dialog box lists all the mailboxes currently in the data-

base. (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 th e mail box template, click New…,

type a number for the mailbox, then click OK.

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Chapter 5: Setting Up Mailboxes 75

• 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), click OK, then select one of the newly created mailboxes.

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

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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. Autocreate

Mailboxes...

Mailbox Displays the Mailbox window. Auto Schedul-erDisplays the Auto Scheduler window.

Notify Displays the Notify window. Report Displays the most recently created report—if there

Display… Allows you to display mailboxes with or without a

Log On Allows you to log back on to Amanda Voice Server

Monitor Allows you to start Amanda Monitor from Amanda

Exit Ends this session of Amanda Administrator.

Edit Previous Displays the previous ma ilbox in the current Mail-

(Only available when Amanda uses an Amanda

Company voice board for Norstar) Allows you to

automatically create mailboxes that correspond to

the Norstar KSU’s telephone extensions.

is one.

name. (The name is a combination of the settings

for Directory Name 1 and Directory Name 2.)

if you have been disconnected.

Administrator.

box List. Next Displays the next mailbox in the current Mailbox

List.

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Chapter 5: Setting Up Mailboxes 77

Menu Command Description

Copy… Copies the current mailbox to one or a range of

mailboxes.

Find… Allows you to search for all mailboxes which match

certain criteria. 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 Ad-

ministrator creates a Mailbox List from the mailboxes that match you r criteria or notifies y ou that no mailbox matches your criteria.

OTE

: The next and previous buttons and other

commands apply to this mailbox List until you select End Search.

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

mailboxes.

Status Clicking Status (or pressing Alt+S) displays the sta-

tistics for the current mailbox. To exit, select OK.

Report Design

Report…

Allows you to desig n a new repo rt or load an d modify a previously designed report. Select the items you want to appear on the report. The order in which

they are listed will be the order used for reporting. Save As… This saves your report as a file (ASCII text). Print… This prints your report. Print Preview This allows you to view your report’s layout (in-

cluding 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. About Admin-

istrator

Displays information, such as the copyright date

and version number, about Amanda Administrator.

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78 Administering A manda@Work.Group/DOS

Using the Toolbar

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

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.

Logging Back On

If you lose connection to Amanda Voice Server while you are using Amanda Administrator, you can log back on without exiting Amanda Administrator.

To log back on to Amanda Voice Server:

• On the Mailbox menu , click Log On.

Displays the Auto Scheduler window.

Displays the Notify window.

Displays the Report window.

A message indicates that you are logged on or that the server is unavailable.

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Chapter 5: Setting Up Mailboxes 79

Creating a Personal Mailbox

If you are running Amanda as a voice server, you create mailboxes using Amanda Administrator.You 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 68 for details.

3. Do one of the following:

• If your Amanda system uses Brooktrout voice boards, type a com-

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

menu or dat a the mailbox provides.

• If your Amanda system is connected to a Norstar KSU, the Com-

ment field is replaced with the Set Name field. You can type the set name (up to 7 characters) or use Autocreate to fill all the Set Name field automatically. See “Creating Mailboxes Automatically” on page 81.

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 security code. Click OK.

OTE

: If the configuration option sec_code_display is set to

true, the Change Secu rity Code dialog box d isplays the current security code. Otherwise, the current security code is not displayed.

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80 Administering A manda@Work.Group/DOS

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

is programmable 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 supervised transfer (depending on the value of the

dl_suffix option in t he .PBX fil e). See Installing Amanda@Large.Office 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 Directory Name 2) to the employee directory. When callers enter 411 (or whatever mailbox has been configured as the employee directory), they are normally instructed to enter the firs t 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 appropriate. Press F1 for help or use the user questionnaire 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.

10. Click Yes.

IPS

: If you set a lock, the user cannot change the value of the as-

sociated field 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 s elect None for the Copy Messages To box. Otherwise, she records a mes-

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Chapter 5: Setting Up Mailboxes 81

sage 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 Director y Nam e 2 text b oxes blank . In this case, you might 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. Fo r example, for someone named Thomas, are people going to ente r T-o-m for Tom or T-h-o for Thomas?

To add a menu, create a greeting that explains the menu, and direct the user to different mailboxes based on the selection from the menu. For details, see “Menus” on page 95.

Creating a Mailbox for Someone Without a Telephone

A user who is offsite or, for some other reason, has no onsite telephone can still have a mailbox. Create a personal mailbox for that user. Then log on to the mailbox to turn on Do Not Disturb.

Creating Mailboxes Automatically

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

• Automatically create a mailbox based on the mailbox template (usually mailbox 997) for each Norstar KSU telephone extension

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

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

• To create mailboxes for the initial users of the system

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

• To update the name in the Set Name text box

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

To autocreate mailboxes for extensions:

1. On the Mailbox menu, click Autocreate Mai lboxes. (Any mailbox mi ght be in the Mailbox field.)

The Enter Directory Numbers dialog box appears.

2. Amanda will create mailboxes for each Directory Number in the range you provide. Type the first and last numbers in the range of DNs in the Lowest Directory Number and Highest Directory Number text boxes, respectively. Then click OK.

The message “Your request has been successfully received by the voice server” should appear.

OTE

: The Autocreate command can take a while because

only one port (which might not be available immediately) can perform the request. Amanda logs information about the new mailboxes in the trace file.

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.

The proper settings for Amanda Administrator are:

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

Do Not Disturb: checked

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Chapter 5: Setting Up Mailboxes 83

Lock: checked

(Messages group box)

Store:

Copy Messages To: None

cleared

Delay:

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

: You can lock the Current Greeting setting after recording

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

In the Comment field, you mi gh t r efer t o th e menu o r dat a 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 goes to

mailbox 999’s Extension field for an immediate hangup. This last example uses the Token Programming Language.

For more details, see Installing Amanda@Work.Group/ DOS.

30-601 (when the Menu fields are used)

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.

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In general, you want to select the mailbox most similar to the mailboxes you create so you make the fewest changes to each new mailbox. Sometimes you use this procedure to create only on e mailbox. For exampl e, you might crea te 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.

: 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 t he number for the last mailb ox in the range in the End At te xt box. Amanda creates the specified mailboxes by copying the fields from the

current mailbox. See “Using a Template” on page 68 for a list of the fields that are copied.

Modifying an Existing Mailbox

As users’ needs and corporate policies change, you can modify how calls are processed 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.

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3. Change the desire d fields.

4. On the Mailbox menu, click S ave… to save your changes. The Save Changes dialog box appears.

5. Click Yes.

Moving from One Mailbox to Another

You can always move from one mailbox to the nex t in numer ic 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 mo ve 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 Director y Name 1

and Directory Name 2 text boxes.

2. Select an option then click OK.

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To select a mailbox to be displayed:

1. From the Mailbox window, click the button after the current mailbox.

The Mailbox List dialog box displays all the currently defined mailboxes (or 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 button after the current mailbox.

The Mailbox List dialog box appears.

2. Select one or more mailboxes to be deleted.

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

4. Click Yes or Yes to All.

Finding Mailboxes that Match Certain Criteria

If you are running Amanda as a voice server, you can use Amanda Administrator to find all the mailboxes that have a particular setting 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

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After you locate those mailboxes, you enter search mode. Amanda Administrator displa ys only the m atchi ng mailbo xes in the Mailb ox list box. On the Edit menu, click ing Next and Previous move you from one matchi n g 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 provided.

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

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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)

7. When finished, on the Edit menu, select End Search. Ctrl+P and Ctrl+N will then move from one mail bo x to the next , reg ard-

less of whether the mailboxes have any matching values.

OTE

: To end a search or exit search mode at any time, o n 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. Each name can contain up to 50 characters.

To name a group:

1. From the Mailbox 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.

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.

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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 E dit Name…. The Greeting Name dialog box appears.

4. Type a name for the greeting in the Greeting Name text box.

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

Set Name

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.

If you are connected to a Norstar KSU using the Amanda Company voice board, you see Set Name instead of Comment in Amanda Administrator. The Set Name field can be automatically filled using the Autocreate command. Autocreate unconditionally resets this field with the name supplied by the telephone switching system for all Directory Numbers (DNs) included in the Autocreate extension range. DN is a Nortel acronym for Directory Number. The Norstar Set Name can also be entered manually into the Set Name field. For more information about Autocreate, see “Creating Mailboxes Automatically” on page 81.

If you enter a Set Name, use upper case because Set Names, by convention, are upper case.

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Mailbox Fields (Continued)

Field Description

Security Code

Extension

Directory Name 1

Directory Name 2

The up-to-eight digit security code that permits access to this mailbox (0 to 99999999). For added security, the security code does not remain on the screen after you save the mailbox. The system administrator can change a security code but cannot see the current one— unless the configuration option sec_code_display has been set to true. (It’s default is false.)

Contains the programmed dial action s Amanda should perform when she transfers a call that has accessed the mailbox and Do Not Distur b is OFF. Typically this field contains the extension that Amanda should ring. Amanda also allows you to program other call act ions by using her Token Progr amming Language. O ther call actions incl ude: system paging for an urgent call, transferring to a remote number, and modifying Amanda’s standard call proces sin g. Use a maximu m 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. If you leave this blank, you may want to use the Comment field to identify the user who has this mailbox. Its maximum length is 16 characters.

Same as Directory Name 1. Amanda provides this second directory field to allow for second names, such as last names or nicknam es. Its maximum length is 16 characters.

Read-Only

Adjust Maximum Rings

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). This parameter only works when Amanda performs a supervised transfer.