Amanda Work Place User Guide

Installing

Am

nd

A

Designed for

@Work.Place

A

Version 3.xx

Installer’s Guide Edition 7/01

ii Installing [e-mail]

Copyright, Trademark, and Other Notices

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

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

[e-mail] is housed in an ITOX, Inc. Tiger Cub unit. The part number is WI­EAR-33/4M, and the hard drive is HD- TC. This unit’s FCC registration number is 4 7CFR
part 15, class B. Its UL control number is C-UL;CSA.

Limited Warranty on Software

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

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

IN NO EVENT AND NOTWITHST ANDING ANY DOCUMENT , REPRESENTA T ION,
OR OTHERWISE, SHALL THE AMANDA COMPANY BE LIABLE TO YOU FOR
DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONTINGENT, OR
CONSEQUENTIAL DAMAGES, INCLUDING DAMAGES FROM LOSS OR
CORRUPTION OF DATA, INTERRUPTED USE, LOST PROFITS, COST OF
PROCURING SUBSTITUTE GOODS, TECHNOLOGY OR SERVICES, EVEN IF THE
AMANDA COMP ANY OR AN AUTHORIZED AMANDA COMPANY DEALER HAS
BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. YOU AGREE THAT
THE AMANDA COMPANY’S LIABILITY ARISING OUT OF CONTRACT,
NEGLIGENCE, STRICT LIABILITY, WARRANTY, OR OTHER LEGAL OR
EQUIT ABLE T HEORY SHALL NOT EXCEED ANY AMOUNTS PAID BY YOU FOR
THIS PRODUCT. Any written or oral information or advice given by Amanda Company
dealers, distributors, agents, or employees will in no way increase the scope of this
warranty, nor may you rely on such oral or written communication. Some states do not
allow the exclusion or limitation of implied warranties or liability for incidental or
consequential damages, so the above limitation or exclusion may not apply to you. This

warranty gives you specific legal rights, and you may also have other rights which vary
from state to state. This Agreement shall be go verned by the laws of th e State of California
without regard to the conflicts of laws or provisions thereof.

Fraudulent Usage Advisory

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

THE AMANDA COMP ANY
13765 ALTON PARKWAY, UNIT F
IRVINE, CA 92618
TELEPHONE [phone] FAX [phone]

iii

Conventions

This manual uses the following terminology and conventions:

Amanda

caller

user

fixed-space type

The name by which this manual refers to
the [e-mail] system to
make reading about the system easier.
Because of the name Amanda, the sys­tem is also referred to as “she.”

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

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

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

iv Installing [e-mail]

Contents

Copyright, Trademark, and Other Notices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ii

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

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

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

Chapter 1:

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

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

Environmental Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Electrical Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

[e-mail] Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

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

General Uses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Purpose of This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Customer Service and Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

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

System Administration Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Installation Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Application Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Chapter 2:

Installing Your Amanda System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Connecting the Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Attaching a Remote Computer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Using a UPS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

Chapter 3:

Programming Your KSU. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Selecting a KSU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Setting Up the KSU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Starting and Ending Programming. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Using the Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Using the Programming Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Chapter 4:

Defining Tone Patterns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Using Tone Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Defining Tones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Reasons for Multiple Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Chapter 5:

Defining Integration Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

Selecting a PBX File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

Using Character Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

vi Installing [e-mail]

Chapter 6:

Configuring Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

Using This Chapter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

Configuring Amanda for Your KSU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

Using the Questionnaire. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Running Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55

Configuring a New Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56

Using Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58

Using Default and Recommended Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58

Creating Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

Selecting a Transfer Method. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

Sharing Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61

Using the box_grt Configuration Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64

Chapter 7:

Faxing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65

Using This Chapter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65

Using a Fax Modem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65

Suggested Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68

Detecting a Fax Machine Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69

Modifying the PCPM Tone Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69

Creating the Hot Box Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

Setting the Hot Box Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

Sending Faxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

Chapter 8:

Accessing Amanda Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73

Accessing Amanda from Another Computer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73

Using the Host Program. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74

Using the Remote Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75

Connecting by Null Modem Cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75

Connecting by Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76

Chapter 9:

Programming Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

Using Tokens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

Mailbox Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78

Success and Failure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78

Tracing Token Execution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79

Kinds of Tokens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79

Literals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79

Variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80

Assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80

Commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81

Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82

Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82

Files and Directories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84

Flow of Control: Branching and Looping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86

Customizing the Employee Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86

Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86

Translating to Amanda’s Tokens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87

Token Reference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124

Chapter 10:

Programming Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127

System Paging of a User for Special Callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127

Translating to Amanda’s Tokens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127

Result. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128

Switching and Maintaining Languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128

Using Amanda’s Tokens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129

Another Consideration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .130

Using Amanda’s Tokens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .130

Order Shipment Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131

Translating to Amanda’s Tokens:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .132

Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .132

One-call and Two-call Faxbacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .133

Sending Faxes to Amanda. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .133

One-call Faxback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .133

Two-call Faxback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .134

IVR and Voice Form Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137

Making the User Comfortable. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137

Using Greetings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138

Using Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138

Making Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138

Providing Information and Feedback. . . . . . . . . . . . . . . . . . . . . . . . . . . . .139

Using the Telephone Keypad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .140

Choosing Tokens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .140

Using Tokens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .141

Gathering Testing Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .142

vii

Appendix A:

Troubleshooting Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145

New Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145

Resetting a Port from the Main Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145

What to Do When… . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145

Amanda Does Not Transfer the Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146

Ports Do Not Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146

Caller Doesn’t Hear the Busy Message or RNA Greeting . . . . . . . . . . . . . . . .146

Notification Does Not Work Correctly. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .147

Host/Remote Programs Do Not Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148

System Halts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148

Miscellaneous . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148

Appendix B:

Installing Amanda Company Boards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151

Using an Amanda Company Board with a KSU and Amanda . . . . . . . . . . . . . . . .151

Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151

Background Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152

Configuring the Boards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .153

A Two-board Arrangement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .153

Installing the Boards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .154

Connecting the Ports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155

Connecting the Cables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .156

viii Installing [e-mail]

Appendix C:

Configuration Reference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157

General Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157

Fax Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .175

Hot Box Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .178

Outdial Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .179

Per Port Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .179

Serial Port Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180

SMDI Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .181

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .183

Chapter 1: Introducing Amanda

Specification

The PC on which your Amanda system is installed has:

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

• An ELAN486 processor running at 33MHz.

• 4MB of RAM.

• A 1.2GB IDE hard disk drive with an appropriate IDE controller.

• One or two Amanda Company voice boards.

• COM1, using IRQ 4, and COM2, using IRQ 3, which are available for fax mo­dems or SMDI integration.

• Modem for remote access using the Host/Remote programs.

Environmental Requirements

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

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

• Locate Amanda within 5 feet (1.5 meters) of the host telephone swi tching syst em.

• Locate Amanda within 5 feet (1.5 meters) of a properly g rounded electrical outlet
which is not controlled by a switch.

• Ensure that the operating temperature is 32 to 95 degrees Fahrenheit (0 to 35 de­grees Centigrade), away from direct sunlight.

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

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

Electrical Requirements

The electrical requirements are:

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

• Outlet not controlled by an on/off switch.

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

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

2 Installing [e-mail]

[e-mail] Features

[e-mail] supports:

• 4 ports with one voice board; 6 or 8 ports wit h two boar ds (by adding a 2-port or
4-port board)

• 2 serial ports

• 99,999 mailboxes, each of which have:

- 3 personal greetings

- 3 personal mailing lists

- 4 notification records

- 10 scheduling records

- 128 messages

• Support for SMDI (a serial interface to your KSU)

• Support for sending and receiving faxes

• Host and remote programs for communicating remotely with the computer run­ning Amand a

• 66 hours of voice storage

• The Token Programming Language

KSU Support

Amanda works with the following KSUs:

• 616 DR5 DS

• 824 DR5 DS

•CICS DR1

•MICS R1

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

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

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

DS hardware is standar d on C ICS and MIC S 03 2 syst ems. D S versi ons of t he 616 and 82 4
shipped near the end of these products' lives. 616 an d 824 cabin ets must be clearly labeled
“DS.” On the 616, DS appears under the cover on the label. On the 824, DS appears in the
upper right hand corner of the KSU. Please contact the Amanda Company product
manager about any T1, DID, 0x32R1XL, or custom networking applications.

Chapter 1: Introducing Amanda 3

T wo-call faxb ack applications can be created with Amanda fax ports connected directly to
Central Office telephone lines. One-call faxback and fax mail applications, on the other
hand, will require that the fax ports be connected through the Norstar using Analog
Terminal Adapter (ATA) equipment.

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

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

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

Contact your Norstar representative about pricing and installation information.

General Uses

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

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

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

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

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

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

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

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

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

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

4 Installing [e-mail]

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

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

Purpose of This Guide

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

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

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

Customer Service and Support

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

Customer Support:

(800) 800–9822

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

Dealer Sales:

Telephone: [phone]

Distribution Sales:

Telephone: [phone]

International Sales:

Telephone: [phone]

International Support:

Telephone: [phone]

Web Sit e:

http://www.taa.com

End User Support

A.M

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

.

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

Chapter 1: Introducing Amanda 5

System Administration Support

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

Installation Support

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

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

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

Application Support

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

6 Installing [e-mail]

Chapter 2: Installing Your Amanda System

Installation Checklist

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

Be sure to…

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

2. Connect the line cords fro m the voice boar d to the telephone switching system. ( Make
sure that all the extensions are connected to the board BEFORE starting Amanda.)

3. Connect Amanda’s computer.

4. Run Setup to define Amanda system configuration options.

5. Test each voice board port for answering.

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

8 Installing [e-mail]

Connecting the Ports

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

Voice Ports

COM1

COM3

LPT1

COM2

COM4

Telephone

Chapter 2: Installing Your Amanda System 9

The next figure sh ows how to co nnect the telephone switching system to the
voice ports on the computer.

Line1
Line2
Line3
Line4

Phone Switch

Attaching a Remote Computer

To control and configure [e-mail], you must have:

• A null mode m cable and the Amanda Remote Software dis k. You
supply another computer, such as a laptop or notebook. You connect
the other computer, referred to as the remote computer, whenever
you need to control Amanda.

To control Amanda from the remote computer, do the following:

1. Connect the two computers with a null modem cable.

2. Run the Remote program (either REMOTE.COM from your Amanda
Remote Software disk or WINREM.EXE, a new product from The
Amanda Company that is sold separately) on the remote computer.

The Host program HOST.COM is already running on Amanda’s com­puter.

For more details, see “Chapter 8: Accessing Amanda Remotely” on page 73.

10 Installing [e-mail]

Using a UPS

The Amanda Company strongly recommends the installation of an uninterrupted power
supply (UPS) with every Amanda system. It provides clean power to Amanda and keeps
the probability of a computer lockup (and the resulting loss of data or even loss of the
system) as low as possible.

According to some reports, power problems are the primary reason why computers lose
data (45.3%). The next c losest cause is storm damage at 9.4%. ( Human error an d sabotag e
rank eighth with 3.2%.)

According to a Bell Laboratories study entitled “The Quality of US Commercial AC
Power,” the main categories of AC power irregularities across the nation are sags (or
brownouts), power sur ges, blacko uts , and overvo ltages. Th e best sol ution is a UPS, which
can handle 99.3% of these power problems.

A UPS is a special type of AC power line conditioner. When compared to the other
devices available, such as surge suppressors, filters, isolation transformers, tap changing
regulators, and voltage regulating transformers, the UPS is rated highest by Bell
Laboratories and is relatively inexpensive.

The cost of installing a UPS is nominal when compared to the cost of repairing a damaged
Amanda system or compared to the loss of confidence from callers and internal Amanda
users.

For more information about what causes power irregularities and what damage they can
do to Amanda, call to be faxed Technical Note 10, “The Importance of a UPS.”

Chapter 3: Programming Your KSU

Selecting a KSU

Amanda works with the following KSUs:

• 616 DR5 DS

• 824 DR5 DS

•CICS DR1

•MICS R1

For more details, see “KSU Support” on page 2.

Setting Up the KSU

Later in this chapter, you will find tables for each KSU type. Each table lists the
programming menu options on the left and the settings to be used with Amanda on the
right. This section explains why The Amand a Company requires some of the settings that
appear in the tables. Read this section as a general overview; then configure the KSU
using the tables.

For additional information on programming your Norstar KSU, refer to your Norstar
Installer Guide or System Coordinator Guide or contact the installer of your Norstar
telephone system.

Startup Templates

Upon Startup, your Norstar KSU has four templates available: Square, Centrex, Hybrid,
and PBX. If you plan to have Amanda access outside lines for paging, notification, fax, or
other applications, setup will be simpler if you choose the Hybrid or PBX template.

Ports

When you install Amanda you must select which Norstar station ports to connect to the
ports on the voice processing boards in your Amanda system. You should not connect
your Norstar system’s Prime Telephone port (usually DN 221) to Amanda because
Amanda will not know how to process calls sent to this telephone port by the Norstar
system itself. As a standard practice, many installers choose the last group of 4, 8, 12, or
16 station ports on the Norstar for the Amanda system.

You must configure all of the incoming lin es that are to be answered by Amanda to ring at
the first of the Norstar station ports connected to Amand a. The remainin g po rts conn ected
to Amanda must not have ringing enabled for any lines. Each Norstar port must forward
busy calls t o the next port, forming a hunt group. On ring-no-answer, call s should be
forwarded to the operator.

12 Installing [e-mail]

Each port must have:

• One intercom key

• Intercom as its prime line

• No paging features enabled

Each Norstar port connected to Amanda should have a name (such as AMANDA) which
will allow station set users to recognize calls from Amanda.

Lines

Each incoming line (usually from the CO) to the Norstar KSU can have a name. For
example, on the 824, the default name for Line 1 is Line001. None of the incoming lines
can have the same name as any of the following:

• Another line. Line names must be unique.

• Any of the sets/telephones. The set names are copied into the mailbox Set Name
fields by Autocreate. They can also be entered manually.

• A mailbox. A mailbox’s “name” is its numb er, which ranges f rom 0 to 99,999,99 9.

If you are using tenant services, read “Sharing Amanda” o n pag e 61 for more information
about the line names used with tenant services.

Hands Free

For integration between the Norstar system and the Amanda system to work properly, all
of the station sets on the Norstar must be configured with Hands Free Answerback set to
Yes. This allows the Norstar to report correctly to Amanda whether the call was actually
answered by the intended party. In addition, each of the station sets on the Nors tar must b e
identified with a unique set name.

Set Relocation

The Set Relocation feature must be disabled. This seemingly harmless feature can cause
unpredictable results for Amanda when it is enabled.

Dialing Filters

After Amanda is up and running, use the Norstar system’s Dialing filters to restrict the
station ports used by Amanda as tightly as possible. This restriction (consistent with your
call processing applications) prevents possible long distance toll fraud.

DNs and the Hunt Group

Be aware that:

• All DNs connected to Amanda must be in consecutive order (for example, 41, 42,
43, and 44).

• Norstar must circular hunt for all DNs except the last one connected to Amanda,
which is dedicated to the Mes s age W ai ting Indicator (MWI) and outcalling activ­ity.

• The last port connected to Amanda should forward on busy to the first port con­nected to Amanda.

Chapter 3: Programming Your KSU 13

Extensions

The KSU extensions that are connected to the Amanda Company board for Norstar ports
should be set up to receive the rings and not to receive the indicator mes s ages for ex ternal
calls. This setting can be changed from the system configuration menu of the KSU.

For extensions that will receive calls from external lines, you should select Line Access
and set Line Assignment to Ring Only. Each extension requires that this setup be done for
all external lines. When this setup is not done, the voice mail application receives a loop
drop event when the operator makes a supervised transfer to the voice mail system.

OTE

N

: Do not connect the first Norstar extens ion (usually extension 221 or 21—

depending on your K S U) t o vo ice mail. This extension is the control s et
and, by default, handles certain holds, parks, and so forth which may be
more appropriately handled by a live attendant.

Ensuring Consistent Integr ation

Amanda must know the DNs of the extensions connecting her to the Norstar system. If
Amanda and Norstar are not set up in a consistent manner, integration failures can result
under light to moderate call traffic.

The tables instruct you to use the following approach: Amanda’s ports are named on the
Norstar KSU, for example, AMANDA1, AMANDA2, and so on. Then you must create an
Amanda mailbox for each of the DNs using its proper Set Name.

Integration works because Amanda does both of the following:

• Looks up the Set Name to get the mailbox number

• Determines whether the DN is one of her own ports by checking the configuration
option smdi_base_port and the number of ports

This paragraph explains an alternative approach: Amanda’s ports are numbers on the
Norstar KSU. Amanda’s own ports are not included as mailboxes. This is the simpler
approach, but it is not in the tables because installers commonly name v oice mail ports on
Norstar KSUs. When Autocreate runs on a properly configured Amanda, mailboxes are
not created for Amanda’s own ports. Integration works because the calls arrive with the
required numeric identification. Using this approach means that you do not follow the
tables exactly in the section on Names.

AUTION

C

:Mixing and matching from the two approaches does not result in a

working system.

Starting and Ending Programming

This document is designed to make programming a Norstar KSU for use with
[e-mail] as easy as possible. This section explains how to start and stop a
programming session, what templates to use, and what settings to select. Use the key to
understand why some settings are underlined and italicized.

To start programming a Norstar KSU:

1. Press Rls, press Feature, dial **CONFIG (266344).

2. Dial the password. The def ault is C ONFIG (26 6344). (The N orstar installer may have
changed it.)

14 Installing [e-mail]

3. The templates below show the soft key layout for various telephone sets.
Use Heading or Left Arrow to move up the hierarchy of heading and subheadings.
Use Show or Right Arrow to do either of the following:

• Move down the hierarchy of headings or subheadings

• Begin programming for a heading or subheading.
Use Next (Down Arrow) or Back (Up Arrow) to move to the next or previous head-

ing, subheading, or settin g.

To end a programming session:

• Press Rls to end the session.

Using the Templates

These templates show you what button s on the 7310 and 720 8 t elep hon e sets to use whi l e
programming the MICS, CICS, 616, and 824.

7310 Tem plate: Program the 61 6, 824, or MICS

Heading

Back

Norstar Programming Overlay

Show

Next

7310 Template: Program the CICS

Chapter 3: Programming Your KSU 15

7208 Template: Program the 616

Copy
Yes

Backspace
No

Change
Remove

Add
Default

Heading
Retry

Show
<-- View -->

Back

Next
OK

M7208 Programming Overlay

16 Installing [e-mail]

Using the Programming Tables

This section contains a table for each of the Norstar KSUs that are compatible with
Amanda. Each table shows the programming menu for a KSU and the settings required or
suggested for efficient call management.

These settings are intended to be adjusted after the switch has been completely configured
and installed! They are intended for Full, Auto Attendant configurations which include
Out Calling Notification.

Use the following key t o und ers tand what settings are required, suggested, o r irrelevant to
Amanda—according to current information.

Key to Settings

Underlined Text Settings that are critical for proper Amanda

operation. Enter them exactly as they appear
(except for the underlining).

Plain Text Settings that are recommended for proper

Amanda operation.

Italicized Text

Norstar switch programming changes may take as long as three minutes to take effect.
Please be patient!

Example settings that you might enter or a line
of the menu that might appear because of a set­ting you entered. For example, you might be
using 241-244 or 33-36 as the ports of a
four-port system. You might name a line pool
PoolA, or you might name a line 001 or 01.

Indicates that the setting re quires you r attent ion.
Where no setting is given, the setting is not

important to Amanda. Set it according to the
needs of your users or other syst em require­ments.

Chapter 3: Programming Your KSU 17

Modular ICS (MICS) Settings

MICS Programming Settings for Amanda

Menu

A. Configuration

. 1. Trk/Line Data
. . TCs on KSU
. . . TC1 on KSU
. . . TC2 on KSU

. . Show line:_1
(

. . . Trunk Data

. . . . Line001

. . . . Trunk mode Super

. . . . Ans mode

. . . . Dial mode Tone

. . . . Full AutoHold

. . . . LossPkg

. . . Line Data

. . . . Line type

. . . . Line grp

. . . . PrimeSet

. . . . Aux. Ringer

. . . . Auto privacy

001, 002, 003

1

Do this for each line to be accessed by Amanda.

2

A Line Pool must be built and assigned to Amanda. Use a letter from A-O.

, etc.)

General

2

PoolA

1st Port

Mid Ports Last Port

18 Installing [e-mail]

Modular ICS (MICS) Settings (continued)

MICS Programming Settings for Amanda

Menu

General

1st Port

Mid Ports Last Port

. 2. Line Access
. . Show set:_

241

1

242-243

2

244

. . . Line Assignment

. . . . Show line:_

. . . .

. . . .

. . . .

Line001
Line002
Line003

4

Ring Only Not assignd Not assignd
Ring Only Not assignd Not assignd

, etc. Ring Only Not assignd Not assignd
. . . ILG assignment
. . . Answer DNs
. . . LinePool access

. . . .

Line Pool A

N N Y
. . . Intercom keys 1 1 1
. . . Prime Line I/C I/C I/C
. 3. Routing
. 4. Call Handling
. . Held reminder
. . Remind delay

5

. . DRT to prime
. . DRT delay

. . Trnsfr callbk

N

6

x

7

x
. . Park prefix
. . Park timeout
. . Camp timeout
. . Directd pickup
. . On hold

1

This is the typical DN value for the first port of a 4-port Amanda.

2

These are the typical DN values associated with Amanda’s middle (second through next-to-last) ports.

3

This is the typical DN value associated with Amanda’s last port (i.e. notification port).

4

Do this for each line to be answered by Amanda.

5

DRT to pri me c alls a re no t compa ti ble with Am anda if the lines have names other than the Norstar default
names. Check with The Amanda Company for more details if you need to set DRT to prime to Y.

6

This value must be higher than the num ber of rings Amanda waits for answer (forward delay) while super­vising a call transfer.

7

This value must be higher than the num ber of rings Amanda waits for answer (forward delay) while super­vising a call transfer.

3

Chapter 3: Programming Your KSU 19

Modular ICS (MICS) Settings (continued)

MICS Programming Settings for Amanda

Menu

. 5. Miscellaneous
. . Backgrnd music
. . Direct-dial #
. . DISA DN
. . Auto DN
. . Alarm set
. . CAP Assignment
. . Link time
. . Set relocation N
. . Host delay
. . Receiver volume
. . External code 9
. . Line pool codes

(typically 9, 8, or 7)
. . .
. . Installer pswd
. 6. System Data

B. General admin

. 1. Sys speed dial
. 2. Names
. . Set names
. . . Show set:_

. . . . Name

. . Line names
. 3. Time and Date
. 4. Direct-Dial

Line Pool A

1

This is the recommended DN value for the first port of a 4-port Amanda.

2

These are the recommended DN values asso ciated with Amanda’s middle (second through next-to-last)
ports.

3

This is the recommended DN value associated with Amanda’s last port (i.e. notification port).

4

Be sure to add a mailbox in Amanda for eac h Amanda port, using this name as the Set Name.

General

9

1st Port

1

241

AMANDA1

Mid Ports Last Port

242-243

4

AMANDnn AMANDnn

2

244

3

20 Installing [e-mail]

Modular ICS (MICS) Settings (continued)

MICS Programming Settings for Amanda

Menu

. 5. Capabilities
. . Dialing filters
. . Rem access pkgs
. . Set abilities
. . . Show set:_

. . . . Set filters

. . . . Line/set filters

. . . . Set lock

. . . . Full handsfree Y Y Y

. . . . Auto handsfree Y Y Y

. . . . HF answerback

. . . . Pickup group

. . . . Paging

. . . . Page zone

. . . . Aux. Ringer

. . . . Direct-dial

. . . . Fwd on busy

. . . . . Forward to Next (

. . . . Fwd no answer

. . . . . Forward to

. . . . . Forward delay

. . . . Allow redirect

. . . . Redirect ring

. . . . Hotline

. . . . Priority call

. . Line abilities
. . . Line filters
. . . Remote filters
. . . Remote pkg
. . COS passwords

General

1st Port

241 242-243 244

242

)

Prime2 (

221

Mid Ports Last Port

1

Next

221

Prime (

)

) Prime (

First (

241

221

)

)

1

The next-to-the-last port should NOT forward to the last (notification) port.

2

The Amanda Company recommends sending these calls to the Norstar Prime Set (live attendant) in the
event of a Norstar or Amanda port malfuncti on.

Chapter 3: Programming Your KSU 21

Modular ICS (MICS) Settings (continued)

MICS Programming Settings for Amanda

Menu

. 6. Service Modes
. 7. Passwords
. 8. Log Defaults
. 9. Call Services

C. Set Copy
D. Maintenance

General

1st Port

Mid Ports Last Port

Compact ICS (CICS)

CICS Programming Settings for Amanda

Menu

Terminals&Sets

. Show set:_
. . Line Access

. . . Line Assignment

. . . . Show line:_

. . . .

. . . .

. . . .

. . . LinePool access

. . . .

. . . Prime Line I/C I/C I/C
. . . Intercom keys 1 1 1
. . . Answer DNs
. . . ILG assignment

Line001
Line002
Line003

Line Pool A

4

, etc. Ring Only Unassigned Unassigned

General

1st Port

1

33

Ring Only Unassigned Unassigned
Ring Only Unassigned Unassigned

N N Y

Mid Ports Last Port

2

34-35

36

3

1

This is the typical DN value for the first port of a 4-port Amanda.

2

These are the typical DN values associated with Amanda’s middle (second through next-to-last) ports.

3

This is the typical DN value associated with Amanda’s last port (i.e. notification port).

4

Do this for each line to be accessed by Amanda.

22 Installing [e-mail]

Compact ICS (CICS) (continued)

CICS Programming Settings for Amanda

Menu

. . Capabilities
. . . Fwd no answer

. . . . Fwd to

. . . . Forward delay

. . . Fwd on busy

. . . . Fwd to Next

. . . DND on Busy N N N
. . . Handsfree Auto Auto Auto
. . . HF answerback
. . . Pickup grp
. . . Page zone
. . . Paging
. . . D-Dial
. . . Priority call
. . . Hotline
. . . Set lock
. . . Aux. Ringer
. . . Allow redirect
. . . Redirect ring
. . . ATA ans timer
. . Name AMANDA1
. . User preferences
. . Restrictions
. . Telco features
. . . CLASS assignmnt

. . . . Show line:_

. . . . . Caller ID set N

. . . . . Call log set

. . . . . Extl VMsg set

. . . 1stDisplay
. . . Log space

1

The Amanda Company recommends sending these calls to the Norstar Prime Set (live attendant) in the
event of a Norstar or Amanda port malfunction.

2

The next-to-the-last port should NOT forward to the last (notification) port.

3

Be sure to add a mailbox in Ama n da for each Ama nd a po r t, us in g this na m e as the Set Name .

4

Do this for each line to be accessed by Amanda.

4

General

1st Port

1

Prime

3

Mid Ports Last Port

Prime Prime

2

Next

AMANDnn AMANDnn

First

Chapter 3: Programming Your KSU 23

Compact ICS (CICS) (continued)

CICS Programming Settings for Amanda

Menu

Lines

. Show line:_
. . Trunk/Line Data
. . . Trunk type
. . . Line type
. . . Dial mode Tone
. . . PrimeSet
. . . Auto privacy
. . . Trunk mode Super
. . . Ans mode
. . . Line grp
. . . Aux. Ringer
. . . Full AutoHold
. . . LossPkg
. . Name
. . Restrictions
. . Telco features

Services
Sys speed dial
Passwords
Time&Date
System prgrming

. Change DNs

1

Do this for each line to be accessed by Amanda.

1

General

PoolA

1st Port

Mid Ports Last Port

24 Installing [e-mail]

Compact ICS (CICS) (continued)

CICS Programming Settings for Amanda

Menu

. Featr settings
. . Backgrnd music
. . On hold
. . Receiver volume
. . Camp timeout
. . Park timeout
. . Trnsfr callbk

. . DRT to prime
. . DRT delay

. . Held reminder
. . Directd pickup
. . Page tone
. . Page Timeout
. . Daylight time
. . Call log space
. . Host delay
. . Link time

1

This value must be higher than the number of rings Amanda waits for answer (forward delay) while super­vising a call transfer.

2

DRT to p rim e calls are not compatible with Amanda if the lin es ha ve n a mes o th er tha n th e Norsta r de fault
names. Check with Th e Amanda Company for more de tails if you need to set DRT to prime to Y.

3

This value must be higher than the number of rings Amanda waits for answer (forward delay) while super­vising a call transfer.

General

1

x

2

N

3

x

1st Port

Mid Ports Last Port

Chapter 3: Programming Your KSU 25

Compact ICS (CICS) (continued)

CICS Programming Settings for Amanda

Menu

. . AlarmSet
. . Set relocation N
. Direct-dial
. CAP assignment
. Access codes
. . Line pool codes

(typically 9, 8, or 7)
. . .

(letter from A-O)
. . Park prefix
. . Extrnl code 9
. . Direct-dial
. . Auto DN
. . DISA DN
. Auto Attendant OFF
. Remote access
. Rec’d # length
. DN length

Telco features
Software Keys
Hardware
Maintenance

Line pool A

General

9

1st Port

Mid Ports Last Port

26 Installing [e-mail]

Modular DR5 (824)

Modular DR5 (824) Settings for Amanda

Programming Menu

General

1st Port

Mid Ports Last Port

A. Configuration

. 1. Trk/Line Data
. . Show line:_

. . . .

. . . .

. . . .

1

Line001
Line002
Line003

, etc.
. . . Trunk Data

. . . .

Line001

. . . . Trunk mode Super

. . . . Ans mode

. . . . Dial mode Tone

. . . . Full AutoHold

. . . Line Data

. . . . Line type

PoolA

2

. . . . Prime set

. . . . Aux. Ringer

. . . . Auto privacy

. 2. Line Access
. . Show set:_

. . . Line Assignment

241

All

3

6

242-243

None None

4

244

5

. . . Answer DNs
. . . Ringing Ring No Ring No Ring
. . . Line pool access

. . . .

Line Pool A

N N Y
. . . Intercom keys 1 1 1
. . . Prime Line I/C I/C I/C

1

Do this for each line to be accessed by Amanda.

2

A Line Pool must be built and assigned to Amanda. Use a letter from A-O.

3

This is the typical DN value for the first port of a 4-port Amanda.

4

These are the typical DN values associated with Amanda’s middle (second through next-to-last) ports.

5

This is the typical DN value associated with Amanda’s last port (i.e. notification port).

6

ADD all lines to be answered by Amanda.

Chapter 3: Programming Your KSU 27

Modular DR5 (824) (continued)

Modular DR5 (824) Settings for Amanda

Programming Menu

. 3. Call Handling
. . Held reminder
. . DRT to prime
. . DRT delay

. . Trnsfr callbk
. . Park prefix

. . Park timeout
. . Camp timeout
. . Directd pickup
. . On hold
. 4. Miscellaneous
. . Backgrnd music
. . Direct-dial #
. . DISA DN
. . Auto DN
. . Alarm set
. . CAP Assignment
. . Link time
. . Set relocation N
. . Host delay
. . Supervision
. . External code 9
. . Line pool codes
. . .
. . Installer pswd
. 5. System Data

Line pool A

1

DRT to pri me c alls a re no t compa ti ble with Am anda if the lines have names other than the Norstar default
names. Check with The Amanda Company for more details if you need to set DRT to prime to Y.

2

This value must be higher than the num ber of rings Amanda waits for answer (forward delay) while super­vising a call transfer.

3

This value must be higher than the num ber of rings Amanda waits for answer (forward delay) while super­vising a call transfer.

General

1

N

2

x

3

x

9

1st Port

Mid Ports Last Port

28 Installing [e-mail]

Modular DR5 (824) (continued)

Modular DR5 (824) Settings for Amanda

Programming Menu

B. General admin

. 1. Sys speed dial
. 2. Names
. . Set names
. . . Show set:_

. . . .

. . Line names
. 3. Time and date
. 4. Direct-Dial
. 5. Capabilities
. . Dialing filters
. . Rem access pkgs
. . Set abilities
. . . Show set:_

. . . . Set filters

. . . . Line/set filters

. . . . Set lock

. . . . Full handsfree

. . . . Auto handsfree Y Y Y

. . . . HF answerback

. . . . Pickup group

1
2
3
4

241, 242, 243

This is the typical DN value for the first port of a 4-port Amanda.
These are the typical DN values associated with Amanda’s middle (second through next-to-last) ports.
This is the typical DN value associated with Amanda’s last port (i.e. notification port).
Be sure to add a mailbox in Amanda for eac h Amanda port, using this name as the Set Name.

, etc.

General

1st Port

1

241

AMANDA1

241 242-243 244

Mid Ports Last Port

242-243

4

AMANDnn AMANDnn

2

244

3

Chapter 3: Programming Your KSU 29

Modular DR5 (824) (continued)

Modular DR5 (824) Settings for Amanda

Programming Menu

. . . . Paging

. . . . Page zone

. . . . Aux. Ringer

. . . . Direct-dial

. . . . Forward on busy

. . . . . Forward to Next

. . . . Forward no answer

. . . . . Forward to

. . . . . Forward delay

. . . . Allow redirect

. . . . Redirect ring

. . . . Hotline

. . . . Priority call

. . Line abilities
. . COS passwords
. 6. Service Modes
. 7. Passwords
. 8. Log Defaults
. 9. Call Services

C. Set Copy
D. Maintenance

General

1st Port

Prime

(242)

(221)

Mid Ports Last Port

1

Next

2

Prime

(221)

241

Prime

(221)

1

The next-to-the-last port should NOT forward to the last (notification) port.

2

The Amanda Company recommends sending these calls to the Norstar Prime Set (live attendant) in the
event of a Norstar or Amanda port malfunc tion.

30 Installing [e-mail]

Compact DR5 (616)

Compact DR5 (616) Settings for Amanda

Programming Menu

General

1

st

Port

A. Configuration

. 1. Trk/Line Data
. . Show line:_

1

. . . Trunk Data

. . . . Trunk mode

. . . . Dial mode Tone

. . . . Full AutoHold

. . . Line Data

. . . . Line type

PoolA

2

. . . . Prime set

. . . . Aux. Ringer

. . . . Auto privacy

. 2. Line Access
. . Show set:_

. . . Line Assignment

33

All

3

6

. . . Answer DNs
. . . Ringing

. . . .

. . . .

Line01
Line02

7

Ring No Ring No Ring

, etc. Ring No Ring No Ring
. . . Line pool access

. . . .

Line Pool A

N N Y
. . . Intercom keys 1 1 1
. . . Prime line I/C I/C I/C

Mid Ports La st Port

4

34-35

None None

36

5

1

Do this for each line to be accessed by Amanda.

2

A Line Pool must be built and assigned to Amanda. Use a letter from A-C.

3

This is a typical value for a 4-port Amanda an d a Norstar with no expansion cartridge. If you have an
expanded CICS, the last four ports are 41 through 44.

4

These are the typical DN values associated with Amanda’s middle (second through next-to-last) ports.

5

This is the typical DN value associated with Amanda’s last port (i.e. notification port).

6

ADD all lines to be answered by Amanda.

7

For a tenant service, Ama nda ’s integration patterns requ ire thre e digits in the name for each line. For e x am­ple, Line01 might be renamed Line001 or Line888, with mailbox 1 or mailbox 888 as the Company Greet­ing mailbox for that line. For more information see

“Sharing Amanda” on page 61

.

Chapter 3: Programming Your KSU 31

Compact DR5 (616) (continued)

Compact DR5 (616) Settings for Amanda

Programming Menu

. 3. Call Handling
. . Held reminder
. . DRT to prime
. . DRT delay

. . Trnsfr callbk
. . Park prefix

. . Park timeout
. . Camp timeout
. . Directd pickup
. . On hold
. 4. Miscellaneous
. . Backgrnd music
. . Direct-dial #
. . Link time
. . Set relocation N
. . Host delay
. . Supervision
. . External code 9
. . Line pool codes
. . . Line Pool A 9
. . Installer pswd

General

1

N

2

x

3

x

1

st

Port

Mid Ports Last Port

1

DRT to prim e calls a re no t comp at ibl e with Am and a if th e line s ha ve na mes oth er t han the Nor star de fault
names. Check with The Amanda Company for more details if you need to set DRT to prime to Y.

2

This value must be higher than the number of rings Amanda waits for answer (forward delay) while super­vising a call tra n s f e r.

3

This value must be higher than the number of rings Amanda waits for answer (forward delay) while super­vising a call tra n s f e r.

32 Installing [e-mail]

Compact DR5 (616) (continued)

Compact DR5 (616) Settings for Amanda

Programming Menu

. 5. System Data
. . Individual DNs
. . . Old DN
. . . New DN

B. General admin

. 1. Sys speed dial
. 2. Names
. . Set names
. . . Show set:_

. . . .

. . Line names
. 3. Time and date
. 4. Direct-Dial
. 5. Capabilities
. . Dialing filters
. . Set abilities
. . . Show set:_

. . . . Set filter

. . . . Line/set filters

. . . . Set lock

33, 34, 35

3

, etc.

General

21

1

36

st

Port

1

33 34-35 36

AMANDA1

33 34-35 36

Mid Ports La st Port

2

AMANDnn AMANDnn

1

This is Amanda’s notification port.

2

Be sure to add a mailbox in Amanda for eac h Amanda port, using this name as the Set Name.

3

For a tenant service (in which different li nes are answered by different companies or departments, each of
which has its own Company Greeting), use this feature to change line names such as Line01 to something
like Line001 or Line888. For a tenant service, Amanda’s integration patterns require three digits in the
name for each line. For example, If Line01 is renamed Line888, then mailbox 888 must be the Company
Greeting mailbox for the corresponding company or department. For more information, see

“Sharing

Amanda” on page 61.

Chapter 3: Programming Your KSU 33

Compact DR5 (616) (continued)

Compact DR5 (616) Settings for Amanda

Programming Menu

. . . . Full handsfree

. . . . Auto handsfree Y Y Y

. . . . HF answerback

. . . . Pickup group

. . . . Paging

. . . . Page zone

. . . . Aux. ringer

. . . . Direct-dial

. . . . Forward on busy

. . . . . Forward to Next (34)

. . . . Forward no answer

. . . . . Forward to

. . . . . Forward delay

. . . . Allow redirect

. . . . Redirect ring

. . . . Receive tones

. . . . Hotline

. . . . Priority call

. . Line abilities
. . . Line filters
. . COS passwords
. 6. Service Modes
. 7. Passwords
. 8. Log Defaults
. 9. Call Services

C. Set Copy
D. System Version

General

st

Port

1

Prime (21)

Mid Ports La st Port

1

Next

2

Prime Prime

First (33)

1

The next-to-the-last port should NOT forward to the last (notification) port.

2

The Amanda Company recommends sending these calls to the Norstar Prime Set (live attendant) in the
event of a Norstar or Amanda port malfunc tion.

34 Installing [e-mail]

Chapter 4: Defining Tone Patterns

Using Tone Files

To work in a variety of telephone environments, Amanda must detect the tones that
indicate line conditions, s uch as busy, reorder , or hang- up. Having f ixed configu rations for
all possible environment s would be impossible. So, the voice board must be programmed
to detect the tones for your system.

This chapter explains how to program an Amanda Company voice board to understand
those tones only if your system is not working correctly. Use the KSU with Amanda to
find out. Use Setup (and SmartCall, the utility for defining tones) only if necessary.

Amanda Company voice boards for Norstar require two files, one for the Global Tone
Detection (GTD) tones and one for Call Progress Monitoring (CPM) tones. These files
must be named 1001.GTD and 1001.CPM.

GTD tones let Amanda know that a caller has hung up after an inbound call. A central
office (CO) line usually returns a dial tone, and a PBX or KSU usually returns a reorder
(or fast busy) tone. If you program these tones as GTD tones, the hang-up can easily be
detected.

Call Progress Monitoring (CPM) tones let Amanda know the status of the outbound calls
that she monitors. Amanda monitors their progress to determine their outcome. You
usually program several CPM tones. For example, the line might be busy, the operator
might intercept the call, or a fax tone might be generated.

In general, GTD tones are detected while messages are being played or recorded and
during the collection of DTMF digits. CPM tones are detected only during the progress
analysis of an outbound call.

Defining Tones

The Setup utility runs another utility, named Diag, to “learn” the tone patterns for ringing,
busy, hang-up, and reorder (also called fast busy). However, Diag provides a lot more
functionality that just tone definitions. The only part of Diag in which you are currently
interested is the Scan Ctrl option on the SmartCall menu.

Before running the Diag utility, you should satisfy the following requirements:

• Verify that the extension to which that port is connected is not in any hunt group,
and does not have any call forwarding programmed.

• Define a non-Amanda extension that has a telephone connected, is not forwarded,
and will not be answered. This becomes your Ring No Answer (RNA) test station.

36 Installing [e-mail]

To run Setup and Diag :

1. If Amanda i s running, s hut down the Amanda system:
a. Press Alt+S (if Amanda is running as a standalone) or s (if Amanda is running

as a voice server).

b. Type in the password. (The default is AMandA with only the first two and the

last letter capitalized.)
c. Press Enter.
d. Press Y (to confirm the shutdown).
e. Press Y again (to reconfirm).

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

CD C:\AMANDA

Then press Enter.

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

SETUP

Then press Enter.
The Amanda Configuration Utility menu appears.

4. From the Configuration Utility menu, press 2 to select Telephone System Tone Pat­terns.

The Diag main screen appears.

Diag Main Screen with SmartCall Menu Selected

5. Press Right Arrow three times to select the SmartCall menu.

6. Press Down Arrow twice to select Scan Ctrl from the menu. Then press Enter.

Chapter 4: Defining Tone Patterns 37

The Scan Control screen appears.

Scan Control Screen

To provide the CPM and GTD file na mes and set options that control how the tones
are learned:

1. Replace the CPM filename (TONE) with 1001 then press Enter.

2. Replace the GTD filename (TONE again) with 1001 then press Enter.

3. You might want to reset some of the other options:
TELCO

Rounding

Controls whether tone frequencies are rounded.
Use NO to use the actual tone frequencies found during the

SmartCall scan.
Use YES to round the frequencies to the nearest TELCO f requen-

cy boundary.
If there might be a large variation or error in the frequency being

learned, perhaps due to an unregulated CO environment, use
YES. Otherwise, always use NO.

Scan To and
Scan From

Control the frequency range over which SmartCall monitors for
tones. The frequency range of the telephone port is 300Hz to
3300Hz. To scan this range would take several seconds . Howev­er, most CPM and GTD tones are in the range 300Hz - 1000Hz,
the default range, which takes much less time to scan. Expand the
range if:

• The frequency of the tone is known to be or suspected to be
greater than 1000Hz

• The scan produces no tone f requency

Step Size Determines the size of the frequency step SmartCall uses when

scanning the defined range. Currently fixed at 10 Hz to pro vide a
high resolution of frequenci es.

Cadence Dev Defines the percent of deviation to be used for the parameters,

st

such as 1

On Time Deviation and 1st Off Time Deviation, when

SmartCall creates the tone definition for the tone being learned.

Min Rep Sets the number of repetitions of a tone’s cadence to be detected

before the SmartCall learn process can terminate. Specifying a
higher number of repetitions gives greater accuracy in determin­ing On and Off times, but it requires a much longer learn time.

4. After setting all the necessary options, press F2 to save your choices.

5. Press Esc to return to the Diag main screen.

38 Installing [e-mail]

OTE

N

: Amanda will not run properly without the 1001.CPM and 1001.GTD

files. These files must be in the C:\AMANDA\PBX.DB directory. If you
run Diag from C:\PLATFORM, instead of from the Setup utility, it can­not find the 1001.CPM or 1001.GTD files and creates new ones in
C:\PLATFORM. It is best to always run Diag from Setup.

To learn CPM or GTD tones:

1. From the SmartCall menu, select Define CPM or Define GTD. Then press Enter.
The Call Progress Definition or the Global Tone Definition screen appears.

Call Progress Definition Screen

2. Press Page Down or Page Up until you locate a page for the tone.

3. Press F3 to learn the tone.
The SmartCall frequency and cadence screen appears on top of the main screen.

SmartCall Screen

Chapter 4: Defining Tone Patterns 39

4. Depending on the type of tone, you will either:

• Just press Enter.

• Type a telephone number in the Number field in the upper right corner of the
SmartCall screen then press Enter.

outdial code Type the outside line access and telephone numbers for a con-

nection to test for tone patterns (such as the time or weather

number). For example:
9,5551111
Then press Enter.

reorder code Type any dial code that generates a reorder tone pattern on the

telephone switching syst em. Typically, invalid extension num-

bers work well, for example, 555 generally works. If not, try

444 or 777 or any number that generates a fast busy tone pat-

tern.
Then press Enter.

RNA station

number

Type a non-Amanda extension that has a telephone connected

and is not answered. If voice-announce or call-announce is en-

abled, remember to enter the extension plus the additional digit

or digits that force the extension to ring. For example, if the

RNA test station is 112, type:
1121­Then press Enter

The scan starts and SmartCall updates the frequency bar graph and the cadence
squarewave at the bottom of the SmartCall screen. The current scan frequency value
appears in the Scan Freq field and the energy magnitude detected at this frequency
appears in the Data field.

OTE

N

: The data value is a relative energy indicator. Do not use it as an ac-

tual signal strength measurement.

When SmartCall detects a tone, it beeps as long as th e tone is present (On Time). This
might give you a “feeling” for the cadence and approximate durations and help you
select the best result when the scan produces more than one result.

As the scan terminates, the Scan Results screen displays the first result.

Scan Results Screen

5. Press Page Down (and Page Up) to check for additional results. An End-of-File mes­sage appears when you reach the last result.

For the reasons why you might find more than one result, see “Reasons for Multiple
Results” on p age 42.

40 Installing [e-mail]

6. Select the best result—if there is more than one. Use the following rules:

• The first result permits the fastest detection of the tone. If the Cnt field for the
first result is greater than 1, use it.

• If the Cnt field for a result is 1, the result was observed only once and might be
suspect.

• Sometimes a result transitions from one pattern to another. In this case, it is a
good idea to ignore the transition result and take the last result.

• If listening to the beeps during the scan gives you a “feeling” for the overall
cadence, use this information to help you select a result.

7. While the selected result appears in the Scan Results screen, toggle the Save field to
YES by pressing the spacebar.

8. Press F2.
The Call Progress Definition or the Global Tone Definition screen reappears.

9. Fill in the Type and Event fields using the following information. (The rest of the
fields should have been filled in automatically. However, they are described at the en d
of this section in case you need to adjust them at some point in time.)

Type Press the spacebar until the type of tone to be learned appears on the screen. Be

careful using this screen—and especially this field. There is no way to lock a
definition so you can accidentally chang e the conten ts of th e current defin ition
and not remember what its previous value was.

For CPM: Defines the general type of CPM tone:
1 = Dial tone(line is available)

2 = Busy(line unavailable)
3 = Reorder(line unavailable)
4 = Ring No Answer(telephone is ringing)

When the CPM tone type is a ringback tone, the learning process te rminates af­ter the number of rings for a Ring No Answer.

For GTD: Not Used.

Event Type a tone ID number.

For CPM: Use one of the following PCPM numbers:

For busy/reorder tones:7
For no answer:8
For no response:9
For connected:10
For operator intercept tones:11
(Don’t use 12 for fax tones; Amanda expects to find the fax tone in the GTD

file.)

For GTD: A PCPM number from 13 to 36.

10. Press F2 to copy the selected result to the 1001.CPM or 1001.GTD file.

11. Repeat these procedures for additional tones.

Chapter 4: Defining Tone Patterns 41

To exit Diag:

1. From the Misc menu, select Sign Off then press Enter.
(Use the arrow keys to move to the Misc menu.)

A confirmation box appears.

2. Press Down Arrow to select YES then press Enter.

OTE

N

: If your PBX or KSU user’s manual lists tone information, you can type

it directly into the fields in the Call Progress Definition and the Global
Tone Definition screens.

Tone Definition Fields

Definition Field Explanation

Type For CPM: Defines the general type of CPM tone:

1 = Dial tone(line is available)
2 = Busy(line unavailable)
3 = Reorder(line unavailable)
4 = Ringback(telephone is ringing)

When the CPM tone type is a ringback tone, the learning process te rminates af­ter the number of rings for a Ring No Answer.

For GTD: Not Used.

AUTION

C

:Be careful using this screen—and especially this field. There is no

way to lock a definition so you can accidentally change the contents
of the current definition and not remember what its previous value
was.

Event The tone ID number for the event being learned.

For CPM: Use one of the following PCPM numbers:
For busy/reorder tones:7
For no answer:8
For no response:9
For connected:10
For operator intercept tones:11
(Don’t use 12 for fax tones; Amanda expects to find the fax tone in the

GTD file.)

For GTD: A PCPM tone number from 13 to 36.

Freq1 The first frequency of a dual frequency tone or the only frequency in a single

frequency tone.

OTE

: When se t to zero, the tone’ s frequency i s ignored du ring the detect ion

N

process. (Only its cadence is considered.)
Freq2 The second frequency of a dual frequency tone; zero otherwise.
Edge For CPM: Not used.

For GTD: Specifies whether the GTD event is queued at the beginning of the
tone (leading edge) or after the tone has ended (trailing edge).

1st On Time

The number of milliseconds that tone energy is on the line for the first cadence
period.

42 Installing [e-mail]

Tone Definition Fields (continued)

Definition Field Explanation

1st On Deviation The percentage of deviation allowed i n the 1st On Time when measured by the

voice board. 10% is a good working value.

1st Off Time The number of milliseconds that the line is silent after the 1st On Time.

1st Off Deviation The percentage of deviation allowed in t he 1st Off Time when measured by the

voice board. 10% is a good working value.

2nd On Time

2nd On Deviation The percentage of deviation allowed in the 2nd On Time when measured by the

2nd Off Time The number of milliseconds that the line is silent after the 2nd On time.

2nd Off Deviation The percentage of deviation allow ed in the 2nd Off Time when measured by the

Repetition Count For CPM: Not used.

N

The number of milliseconds that tone energy is on the line after the first ca­dence period.

voice board. 10% is a good working value.

voice board. 10% is a good working value.

For GTD: Specifies the number of times a GTD cadence is to be detected on
the line before queuing the GTD digit or event.

OTE

: Set all of the 2

cadence tone.

Reasons for Multiple Results

The common reasons for multiple results using any PBX or KSU are:

• Different PBXs can have one cadence perio d different from all t he others. A good
example of this is the Panasonic PBX bus y tone which has the timing: 500ms on,
500ms off, 500ms on , 750ms off, 500m s on, 500ms off . The 750ms Off Time only
occurs once in an otherwise standard busy signal cadence.

• Some tones may have a shortened 1
lizes, for example: 120ms on , 250ms off, 250ms on, 250m s off, for a reo rder tone.

• Sometimes a tone is on the line for less time than the d uration of the scan. Several
PBXs use dial tone only for a few seconds while waiting for DTMF digits. If no
digits arrive, then another tone (usually r eorder) infor ms the user to han g-up since
the time for dialing has expired.

• Some noise on the line (especially with CO lines) can cause a false cadence mea­surement since the voice board is analyzing energy transitions from silence to
sound and vice-versa.

nd

On and 2nd Off options to zero unless th e tone is a dual

st

On Time before the normal cadence stabi-

Chapter 5: Defining Integration Patterns

Selecting a PBX File

The 1001.PBX file installed on your Amanda system by this installation program is good
for 2-digit and 3-digit extensions. The Amanda Company provides some additional PBX
files. If you need the information contained in one of them, you can copy it as 1001.PBX.
(Amanda uses only 1001.PBX for integration purposes.)

PBX File Contains Integration Inform ation For:

1002.PBX 2-digit extensions only

1012.PBX 2-digit extensions and tenant service

1003.PBX 3-digit extensions only

1013.PBX 3-digit extensions and tenant service

1004.PBX 4-digit extensions only

1014.PBX 4-digit extensions and tenant service

1007.PBX 7-digit extensions only

1017.PBX 7-digit extensions and tenant service

For a tenant service (in which different lines are answered by different companies,
department s or even IVR applications), you must do the following:

• Copy the appropriate PB X file (101 2.PBX, 1013 .PBX, 1014 .PBX, or 1017 .PBX)
as C:\AMANDA\PBX.DB\1001.PBX.

• Make sure that the Norstar KSU’s line name ends with three digits. For example,
Line001 or Line888.

• Create a mailbox with the same number as that in the name of the line.
Do one of the following:

- Use that mailbox as the Company Greeting m ailbox for that line. For example, if

the line is Line888, then mailbox 888 can be the Company Greeting mailbox for
the company or department that will answer that line.

44 Installing [e-mail]

- Cause Amanda to go from that mailbox to the correct Company Greeting mail­box. For example, if lines 1 and 2 support two companies that share an Amanda
system, mailboxes 1 and 2, corresponding to Line001 and Line002, can have
@G(990) in their Extension fields—causing Amanda to play one company’s
greeting. Mailboxes 3 and 4, corresponding to Line003 and Line004, can have
@G(880) in their Extension fields—causing Amanda to play the other com­pany’s greeting.

For more about Company Greeting mailboxes, see Administering
[e-mail].

For more information about tenant service, see “Sharing Amanda” on page 61.

To copy a PBX file as 1001.PBX:

1. If Amanda i s running, s hut down the Amanda system:
a. Press Alt+S (if Amanda is running as a standalone) or s (if Amanda is running

as a voice server).

b. Type in the password. (The default is AMandA with only the first two and the

last letter capitalized.)

c. Press Enter.

d. Press Y (to confirm the shutdown).
e. Press Y again (to reconfirm).

2. At the DOS prompt, type:

CD C:\AMANDA\PBX.DB

You will see a new DOS prompt, something like:

C:\AMANDA\PBX.DB>

3. At the DOS prompt, type:

COPY 1001.PBX 1001.BAK

4. At the DOS prompt, type:

COPY 10xx.PBX 1001.PBX

where 10xx represents the name of the .PBX file that meets your needs.

Using Character Codes

To modify the DTMF patterns in the 1001.PBX file, you need to know that call states and
extension information are defined by using one of the character codes shown belo w. Each
character code represents a call state, the position of the extension number in the pattern,
and the number of digits in the extension. When inband signaling strings come from the
telephone switching system, Amanda compares them to the defined integration patterns
and decides how to handle the calls.

Chapter 5: Defining Integration Patterns 45

The character codes in the integration patterns are defined as follows (with examples for
2-digit and 3-digit extensions):

Code Definition

b Busy call state

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

Busy Chain. If the Busy Chain is blank, she plays the custom busy mes­sage for mailbox bb (or bbb) or the system busy message.

c AN I or Caller ID digits

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

DTMF characters at those locations in the port variable %H. With token
programming the %H can be used to identify callers and so forth.

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

for a security code)

When ee (or eee) appears in the integration pattern, Amanda assumes the

caller wants to log in to mailbox ee (or eee) and asks for the security co de.

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

message)

When ii (or iii) appears in the integration pattern, Amanda begins record-

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

r Ring-no-answer call state that indicates who the call was for and that it was

not answered

When rr (or rrr) appears in th e integration pattern, Amanda checks th e Ring

No Answer (RNA) Chain. If the RNA Chain is blank, she plays the cur rent
greeting for mailbox rr (or rrr) or the system greeting.

See the configuration optio n “integration _greet ing” on page 163 for infor-

mation about how the system greeting can be played when an integrated
call has both the rr and ss (or rrr and sss) fields set.

s Information regarding where the call came fro m (for han dling message re-

plies)

If ss (or sss) is found in the integration pattern along with b’s or r’s, Aman-

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

IP

T

: When using s’s, the integration requires

mailboxes for all telephones, even those in the file room and lobby.

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

When tt (or ttt) appears in the integration pattern, Amanda processes mail-

box tt (or ttt) normally. Whenever a call comes in on trunk line 3, for ex­ample, mailbox 3 is processed. If trunk lines 1 to 20 support two
companies that share an Amanda system, mailboxes 1–10 can have
@G(990) in their Extension fields—causing Amanda to play one compa­ny’s greeting. mailboxes 11–20 can have @G(880) in their Extension
fields—causing Amanda to play the other company’s greeting.

Special case:“Tttt” matches lines with the name LINE (upper or lower-

case) followed by three-digits. Amanda processes mailbox ttt as above.

x Wild card that matches anything (use this carefully)

For example 6xxxx would match every inband signaling string that had a

6 followed by four other characters.

46 Installing [e-mail]

Chapter 6: Configuring Amanda

Using This Chapter

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

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

Configuring Amanda for Your KSU

To configure Amanda to work with your KSU, the following configuration options must
be set correctly:

• smdi_base_port must be the number of the lowest DN connected to Amanda. The

default is 241, which might not be appropriate for your KSU.

• cfg_port should be the DN with least incoming traffic (The default is 3—assum-

ing that it has the least traffic on a 4-port system which uses port 4 for notifica­tion.)

• n_ochan must be 0 (which is the default).

• notify_restriction must be the hi ghest number port connect ed to Norstar. (The de-

fault is 4—assuming a 4-port system.) This port should forward to the first port
which forwa rds the rest of the ports. However, no por t should forwa rd to the
notify_restriction port.

Using the Questionnaire

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

Question Column

The questions address:

• How Amanda handles all callers.

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

• System Administration issues.

48 Installing [e-mail]

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

Location Column

You will use the Location and Action columns to implement these features on Amand a.
The Location column uses this symbol

→

to separate the choices you must make at each
menu level to select the feature from the correct Amanda screen. For example, “In the
Setup utility, select System Configuration Options

→

General Configuration→Incoming
Calls” means “In the Setup utility, first select Configuration Options, then select General
Configuration, then select Incoming Calls.”

The Location column includes the name of the configuration option (called a parameter)
for each feature. The options and their current settings are stored in
C:\AMANDA\INSTALL.CFG. You can review them using the Setup utility. From Setup,
select System Configuration Options

→

Advanced Configuration→General.

First Use Questionnaire

Question

1) Amanda normally says “Pleas e
hold while I try that extensio n” as
she transfers a c all. This fe atur e can
be turned off.

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

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

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

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

Circle

Response

YES In the Setup utility, select

NO Amanda parameter is

YES In the Setup utility, select

NO Amanda parameter is

YES In the Setup utility, select

NO Set the Caller Can Hold check box to

Location and

Amanda Parame ter

System Configuration
Options→General
Configuration
Incoming Calls.

please_hold

System Configuration
Options→General
Configuration
Incoming Calls.

dtmf_gate

System Configuration
Options→General
Configuration
Incoming Calls.

Amanda parameter is

cancel_busy_hold

→

→

→

Action

Set the Amanda Says “Please Hold
While…” check box to T for True,
which is the default.

Set the Amanda Says “Please Hold
While…” check bo x to F for False
You can also bypass this message for
individual mailboxes using the Token
Programming Langua ge (a lt hough
only blind transfers are supported).

Set the Amanda Says “Please Say
‘Yes’…” check box to T for True.

Set the Amanda Says “Please Say
‘Yes’…” check box to F for False,
which is the default.

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

F for False.

4) If YES to 3, do you want active
or inactive hold?

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

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

(800 numbers benefi t from usi ng ac­tive hold, because the calle r ca nnot
leave the telephone una tt ended.)

ACTIVE In the Setup utility, select

INACTIVE Set the Active Hold check box to F for

System Configuration
Options→General
Configuration
Incoming Calls.

Amanda parameter is

active_hold

→

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

False.

Chapter 6: Configuring Amanda 49

First Use Questionnaire (Continued)

Question

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

(A direct message is left in a user’s
mail box without attempting to ring
that user. By default, Amanda plays
the mailbox’s greeting. The Name/
Ext recordi ng is shorter than th e
mailbox’s greeting.)

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

(This decision can vary from port to
port.)

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

8a) Do you want users and callers to
be able to listen to, rerecord, or can­cel messages and greetings that they
create?

Circle

Response

YES In the Setup u tility, select

NO Select the Play Use r’s G reeti ng op tio n

ALL CALLS I n the Setup utility, select

AFTER x
RINGS

What is x?

YES Global settings parameter

NO Set tmo_dir_transfer to 0.

YES In the Setup u tility, select

NO Set the Allow Listening To… check

Location and

Amanda Parame ter

System Configuration
Options→General
Configuration
Incoming Calls.

Amanda parameter is

short_direct_send

System Configuration
Options→Advanced
Configuration
Per Port.

Amanda parameter is

n_rings

is

tmo_dir_

transfer

System Configuration
Options→General
Configuration
Messages.

Amanda paramet ers are

end_rec_menu
record_menu

→

→

.

→

Action

Select the Play User’s Name and Ex­tension Recording option.

(which is the default).

Set N_RINGS to 1 for each port.
This is a per port setting. The default is

one ring on each port.
(Amanda is being set up as a primary
attendant.)

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

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

Set the Allow Listening To… check
box to T for Tr ue, whic h is th e de fault.

box to F for False.

8b) Do you want users and callers to
hear a prompt before they start re­cording or just the beep?

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

9) When users listen to messages,
Amanda normally plays the messag­es in chronological order.

Do you want users to hear urgen t
messages first?

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

PROMPT and
BEEP

BEEP ONLY Set

YES In the Setup u tility, select

NO Set the Urgent Messages First check

NEXT NEW
MESSAGE

FIRST MES­SAGE IN
LIST

In the Setup u tility, select
System Configuration
Options→Advanced
Configuration
General.

Amanda paramet ers are

begin_rec_prompt
record_menu

System Configuration
Options→General
Configuration
Messages.

Amanda parameter is

urgent_to_front

In the Setup u tility, select
System Configuration
Options→General
Configuration
Messages.

Amanda parameter is

play_new_first

→

→

→

Set

begin_rec_prompt

True, whic h i s the default. Set

record_menu

is the default .

begin_rec_prompt

False. Set
True, whic h i s the default.

Set the Urgent Messages First check
box to T for Tr ue, whic h is th e de fault.

box to F for False.

Set the Play Next New Message check
box to T for True.

Set the Play Next New Message check
box to F for False, which is the default.

to T for True, which

record_menu

to T for

to F for

to T for

50 Installing [e-mail]

First Use Questionnaire (Continued)

Question

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

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

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

This option can be modified for each
user.

13) If YES to 12, do you want
Amanda to say ‘today’ and ‘yester­day’ instead of the ex act date? This
option is set for all users.

Circle

Response

TIME RE­CORDED

TIME FOR­WARDED

YES In Amanda, sele ct Users

NO Set the D/T option to NO.

YES In the Setup utility, select

NO Select the Amanda Always Says Full

Location and

Amanda Parame ter

In the Setup utility, select
System Configuration
Options→General
Configuration
Messages.

Amanda parameter is

timestamp_
forwards

menu, then enter 997 in
mailbox.

System Configuration
Options→General
Configuration
Messages.

Amanda parameter is

abbreviate_dates

→

→

Action

Select the Time Originally Recorded
option, which is the default.

Select the Time Forwarde d opt ion.

Set the D/T option to YES.

OTE

:

N

Select the Amanda Says “Tod ay” And
“Yesterday” F or Date s opt ion , ( whi ch
is the default ) .

Date option.

A user can always get th e
message date/time by pre ss ­ing 74 during the message
even if this op tion is set to
NO.

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

(After these rings, Amanda takes a
message, reroutes the call, or does
whatever she i s con figure d to do for
Ring No Answer.)

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

16) Do you want Do Not Disturb
initially ON or initially OF F?

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

(Call screening allows use r s to ac­cept or reject calls based on who is
calling.)

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

1 2 3

4 5 6

7 8 9

YES In Amanda, sele ct Users

NO Set Do Not Disturb’s Lock to ON.

ON In Amanda, select Users

OFF Set Do Not Disturb to OFF.

YES In Amanda, sele ct Users

NO Set Screen Calls’ Lock to ON.

ON In Amanda, select Users

OFF Set Screen Calls to OFF.

In Amanda, sele ct Users
menu, then enter 997 in
mailbox.

menu, then enter 997 in
mailbox.

menu, then enter 997 in
mailbox.

menu, then enter 997 in
mailbox.

menu, then enter 997 in
mailbox.

Set the Set Maximum Rings val ue to
the circled number. The current de­fault is 0, which means 4 rings.

AUTION

C

ken in Extension fields (to per form a
partially supervised tran sf er), Maxi­mum Rings must be set to 1.

Set Do Not Disturb’s Lock to OFF.

Set Do Not Disturb to ON.

Set Screen Calls’ Lock to OFF.

Set Screen Calls to ON.

:

If you are using the U to-

Chapter 6: Configuring Amanda 51

First Use Questionnaire (Continued)

Question

19) Do you want callers to leave
messages for the user s they call?

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

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

21) If YES to 20, do you want to use
Amanda’s system greeti ng or a
company-wide custom greeting
when a telephone is not answered?

(The system greeting is "Please
leave a message for" followed by
the system or custom Name/Exten­sion recording.)

Circle

Response

YES In Amanda, sele ct Users

NO Set Store Messages to NO;

YES In Amanda, sele ct Users

NO Set Current Greeting to 0;

SYSTEM In Amanda, sele ct Users

CUSTOM Set Current Greeting to 1. Record a

Location and

Amanda Parame ter

menu, then enter 997 in
mailbox.

menu, then enter 997 in
mailbox.

menu, then enter 997 in
mailbox.

Action

Set Store Messages to YES.
Set Store Messages’s Max to a number
of seconds for each message.

make sure Copy Messages To is blank.

Set Current Greeting’s Max to 0.

set Current Greeting’s Max to a num­ber of seconds for each user’s record­ing.
Each user should record a greeting and
a Name/Extension record ing. Until a
user records these, the system greeting
and Name/Extension recording are
used. When the user records Greeting
1, the Current Greeting setting chang­es from 0 to 1 automati call y. The user
may also control what greeting is used.
([e-mail] provides 7
greetings per mailbox.)

Set Current Greetin g to 0, which is the
default.

greeting for some mailbox (e.g., 445),
then use DOS to copy it (e.g.,

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

as GRT1.VOX for each mailbox as­signed to a user. For 3-digit extensions
that start with 2, use:

custom_grt

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

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

custom_grt

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

(Here, custom_grt is

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

Update the mailbox template (997) be­fore you create the other mail boxes.
Use the COPY com mand shown
above after the IDs have been created.

)

.)

22) If callers are permitted to hold
when a use r exte nsion i s BUSY (see
Question 3), do you want ev eryone
to use the same greeting (and in the
same voice)?

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

YES In Amanda, sele ct Users

NO Set Busy Message’s Max to a number

menu, then enter 997 in
mailbox.

Set Busy Message’s Max to 0.

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

52 Installing [e-mail]

First Use Questionnaire (Continued)

Question

23) If YES to 22, do you want to use
Amanda’s system busy greeting or a
custom busy greeting ?

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

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

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

25) If YES to 24, do you want
Amanda to let th e user accept or re­ject the call based on who it is for?

Circle

Response

SYSTEM In Amanda, sele ct Users

CUSTOM Set Busy Message to CUS. Record the

YES In Amanda, sele ct Users

NO Set ID Call? to NO.

YES In Amanda, sele ct Users

NO Use the settings already specified for

Location and

Amanda Parame ter

menu, then enter 997 in
mailbox.

menu, then enter 997 in
mailbox.

menu, then enter 997 in
mailbox.

Action

Set Busy Message to SYS.

busy message for a mailbox (e.g.,

445), then use DO S to copy that mes­sage (e.g.,

\BUSY.VOX

each user’s mailbox. For 3-digit exten­sions that start with 2, use:

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

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

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

(Here, custom_bsy is

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

Update the mailbox template (997) be­fore you create the other mail boxes.
Use the COPY com mand shown
above after the IDs have been created.

Set ID Call? to YES.

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

Screen Calls and ID Call? in questions
17, 18, and 24.

C:\VMB.DB\5\445

) as BUSY.VOX for

custom_bsy

custom_bsy

.)

26) If YES to 25, do you want users
to hear:

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

• Only who the call is for.

27) Do you want to use a system or
custom Name /Extension recording?

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

OTE

:

N

It is a good idea to have

someone with a good voice
make a Name/Extension
recording for each user, so
Amanda identifies user s
by name on the first day,
even if you allow custom
name/ extension reco rd­ing.

BOTH In the Setup utility, select

ONLY WHO
CALL IS FOR

SYSTEM In Amanda, sele ct Users

CUSTOM Set Name/Ext. to YES. Each user

System Configuration
Options→Advanced
Configuration
General (Settings).

Amanda parameter is

modified_call_
screening

menu, then enter 997 in
mailbox.

→

Set

modified_call_

screening

Set

modified_call_

screening

Set Name/Ext to NO. The users cannot
make recordings.

should make a recording. Unt il a use r
makes his recording, the system re­cording is used.

to F for False.

to T for True.

Chapter 6: Configuring Amanda 53

First Use Questionnaire (Continued)

Question

28) Do you want to log information
about messages? If YES, the
MSG.LOG file will store:

• The date and time every mes­sage is received

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

29) Do you want to log information

about accesses to mailboxes? If
YES, the USER.LOG file will store
the date, time, and mailbox when
any mailbox is accessed by DTMF.
This file can be analyzed for call
distributions and accesses by dates,
days, and times.

30) What password does the admin-

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

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

31) What language should Amanda

use for prompts, su ch as “Pl ease
hold…?”

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

Circle

Response

YES In the Setup u tility, select

NO Set the Log Info About Messages

YES In the Setup u tility, select

NO Set the Log Info About User Access

Write pass­word here.

ENGLISH

SPANISH

Location and

Amanda Parame ter

System Configuration
Options→General
Configuration
Messages.

The Amanda parameter is

msg_log

System Configuration
Options→General
Configuration
Messages.

The Amanda parameter is

user_log

In the Setup u tility, select
System Configuration
Options→General
Configuration
Password.

Amanda parameter is

password

In the Setup u tility, select
System Configuration
Options→General
Configuration
General Defaults.

Amanda parameter is

prompt_file

→

→

→

→

Action

Set the Log Info About Messages
check box to T for True.

check box to F for False, which is the
default.

Set the Log Info About User Access
check box to T for True.

check box to F for False, which is the
default.

Enter a password which conta ins no
more than eight lett er s. Pas swo rds ar e
case-sensitive.

Press F2 and select a language from
the drop down list in the Language list
box. ENGLISH is the default . If yo u
do not select English, you must also
install the pr o mpts for the language.

32) Will Amanda be connected to a

printer so that you can print reports?

33) Do you want to shut down

Amanda for disk maintenance and/
or tape backups?

34) If YES to 33), do you want

Amanda to shutdown once a week
or everyday?

YES In the Setup u tility, select

NO Set the Printer Attached To LPT value

YES In the Setup u tility, select

NO Set the Shutdown For Maintenance

WEEKLY
Write a day
and a time.

DAILY
Write down
the time.

System Configuration
Options→General
Configuration
General Defaults.

Amanda parameter is

lpt_port

System Configuration
Options→General
Configuration
General Defaults.

Amanda parameter is

shutdown

In the Setup u tility, select
System Configuration
Options→General
Configuration
General Defaults.

Amanda parameter is

shutdown

→

→

→

Set the Printer Attach ed To LPT value
to 1.

to 0, which is the default.

Set the Shutdown For Maintenance
And Backups check box to T for True.

And Backups check box to F for False.

Select the Onc e A Week On [TUE] At
[01:30] option. The default is Tuesday
at 1:30 A.M You can specify a di ffer­ent day from the TUE drop down list
box. You can enter a different time in
the 01:30 text box. Time value uses the
24-hour format (HHMM).

Select the Everyda y at <HHMM> op­tion and ente r th e time at HHMM, u s ­ing the 24-hour format.

54 Installing [e-mail]

First Use Questionnaire (Continued)

Question

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

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

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

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

37) If YES to 36, write a number of
days (from 1 to 99) after which a
message that has been heard should
be deleted.

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

Circle

Response

Write a phrase. In the Setup utility, select

YES In the Setup utility, select

NO Set Amanda parameter

Write a num­ber (1-99).

The Amanda
Company

YOUR OWN

Location and

Amanda Parame ter

System Configuration
Options→General
Configuration
General Defaults.

Amanda parameter is

advertising

System Configuration
Options→Advanced
Configuration
General (Settings).

Amanda parameter is

purge

In the Setup utility, select
System Configuration
Options→Advanced
Configuration
General (Settings).

Amanda parameter is

purge

N/A Amanda plays C:\AMAN-

→

→

→

At the Screen Saver Phrase text box,
enter the phrase. Reco mmended
length is up to 30 characters, but max­imum length is 80.

See Action for Question 36.

which is the default.

Set

purge

ber of days (1-90) after being heard
that a message is purg ed.

DA\HOLD.VOX by default.

There is no config option or mai lbox
field for this.
To rerecord HOLD.VOX:

1. Shut down Amanda.

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

COPY HOLD.VOX MU­SIC.VOX

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

3. Restart Amanda.

4. Using the telephone, log in to
the system administrator mail­box (999), select 8 for the Sys­tem Administration menu, then
3 to record the busy-hold music.

5. Make your recording. It be­comes the file C:\AMAN­DA\HOLD.VOX and is played
by Amanda to caller s on ho ld.

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

COPY HOLD.VOX
HOLDx.VOX

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

Action

to x, where x is the num-

purge to 0,

Chapter 6: Configuring Amanda 55

Running Setup

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

You run Setup only to set tone patterns and Amanda’s system configuration options.

To run Setup:

1. If Amanda i s running, s hut down the Amanda system:
a. Press Alt+S.
b. Type in the password. (The default is AMandA with only the first two and the

last letter capitalized.)
c. Press Enter.
d. Press Y (to confirm the shutdown).
e. Press Y again (to reconfirm).

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

CD C:\AMANDA

Then press Enter.

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

SETUP

Then press Enter.
The Amanda Configuration Utility menu appears.

4. From this menu, you define the following for your telephone switching system and
Amanda. Each is described in one of the next few chapters:

• Telephone System Tone Patterns

• System Configuration Options

The System Configuration Options are divided into two sections:

General Configuration Displays dialog boxes that guide you through

the options that are most often changed,
whether they appear in the INST ALL.CFG file
or the Default Template for mailboxes (nor­mally mailbox 997).

These dialog boxes are explained in “Configur-

ing a New Installation” on page 56.

Advanced Configuration Allows you to change any configuration setting

in INSTALL.CFG. The options are divided
into categories to make it easier to locate the
options you need to change. The options are
parameter lists. Each option is explained in
“Appendix C: Configuration Reference.”

56 Installing [e-mail]

Configuring a New Installation

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

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

1. Run Setup as explained in “Running Setup” on page 55.
The Work.Place Configuration Utility screen appears.

2. To select System Configuration Options, press 2.
The System Configuration menu appears.

3. To select General Configuration, press Enter.
The General Configuration menu provides easy access to the configuration options

you are most likely to change.

4. Press I for Incoming Calls.
The Incoming Calls screen appears.
Options with bracketed settings [T] or [F] are like Windows check boxes. Using T for

True is like checking a check box. Using F for False is like clearing a check box.
Pressing the space bar toggles between T and F. Sometimes one check box is depen­dent on your selection for an earlier check box. For example, in the Incoming Calls
screen, if you do not allow the caller to hold, the setting for active hold is ignored.

Options with settings that are in parentheses (*) or ( ) are like Windows option but­tons. You make a selection from the group of opt ion s by ty ping an ast eri s k in fro nt of
any one of the options. (Typing a space removes an asterisk from one option; if there
are only two options, the asterisk automatically moves to the other option.)

5. For each check box, select T for True or F for False.
Type an asterisk (*) to select an option button.
(Press F1 for help with any setting you aren’t sure about.)

Chapter 6: Configuring Amanda 57

6. Press F10 to save your settings and Esc to return to the General Configuration screen.

7. Press M for Messages.
The Managing Messages screen appears.

8. For each check box, select T for True or F for False.
Type an asterisk (*) to select an option button.
(Press F1 for help with any setting you aren’t sure about.)

9. Press F10 to save your settings and Esc to return to the General Configuration screen.

10. Press P for Password.
The Password screen appears. Current Password is display-only.

11. Type the new password for Amanda in the Enter New Password text box.

12. Press F10 to save your settings and Esc to return to the General Configuration screen.

13. Press G for General Defaults.
The General Defaults screen appears.
Language is an example of a list. Pressing F2 displays a list of choices from which

you select the language to be used.
Sometimes options are dependent on your select ion for other optio ns. For example, in

the General Defaults screen, only if you select the Restricted option button can you
access the Port text box and type the number of the port to which notification is
restricted. Likewise, only if you select the Shutdown For Maintenance And Backups
check box is it important what days or time the shutdown occurs.

58 Installing [e-mail]

For more information about notification, see “Using Notification” on page 58.

14. For check boxes, select T for True or F for False.
Type an asterisk (*) to select an option button.
Select the day of the week from a list.
Type numbers for the ports and times.
Type a phrase for the screen saver.
Press F1 for help with any setting you aren’t sure about.

15. Press F10 to save your settings and Esc to return to the General Configuration screen.

Using Notification

Amanda can notify users when they have messages waiting. She can call their extens ions,
an outside number, page them, or turn on message waiting indicators. For Norstar KSUs,
you must select restricted notification.

With restricted notification, only one port is used for notification. Ho wever that po rt can
still take incoming calls. The advantage is that all your ports can be used for receiving
calls. However, glare might occur. (If a caller hears DTMF and then a hangup instead of
the company greeting, glare—a collision—has occurred.)

See Administering [e-mail] for more information on notification records.

If you are using JOVE to edit INSTALL.CFG, for restricted notification, set n_ochan
to 0 and notify_restriction to a specific port number.

Using Default and Recommended Mailboxes

The following is a complete list of the default (and recommended) mailboxes in case you
need to change (or set) them. If two departments share an Amanda system, you might use
these mailboxes for one department and create another set for the other department. (For
more information about sharing an Amanda system, see “Sharing Amanda” on page 61.)
If you intend to use the defaults, don’t overwrite these mailboxes when you create new
mailboxes for employees.

Chapter 6: Configuring Amanda 59

Default and Recommended Mailboxes

Configuration

Mailbox

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

Option

Purpose

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

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

8

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

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

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

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

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

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

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

locked OFF , Greeting 1 as the current g reeting, an empty Done Chain, and
does not store messages.

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

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

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

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

to detect calls from modem s. The mailbox 994 is r ecommended but has not
been created for you . As you create a hot box mailbox, make s ure that the
mailbox does NOT store messages and that Do Not Disturb is off. In ad­dition, the Extension field must transfer the caller to the fax machine or
whatever device is to be used by this box.

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

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

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

Mailbox 995 has been created for you.

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

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

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

ments that share Amanda.

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

has been created for you.

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

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

You cannot separate these for companies or departments that share Aman-

da.

997 defaults_box Mailbox which is the template for all new mailboxes. Mailbox 997 has

been created for you.

You cannot separate these for companies or departments that share Aman-

da.

60 Installing [e-mail]

Default and Recommended Mailboxes (Continued)

Configuration

Mailbox

998 box_snd Mailbox for direct messaging. Mailbox 998 has been created for you.

999 (no option) Mailbox for system administration and for a quick hangup. Mailbox 999

Option

Purpose

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

locked OFF, an empty Done Chain, and does not store messages.

has been created for you.

You cannot separate these for companies or departments that share Aman-

da.

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

locked OFF , an empt y Done Chain, and an H in the Extension field. Never

change or delete this mailbox.

Creating Mailbox es

The predefined notification records that turn the Message Waiting Indicators (MWIs)
on and off are attached to the default mailbox Template, which is mailbox 997.

These notification records turn the Message Waiting Indicator (MWI) on and off whether
the mess age was retrieved fr om:

• The user’s station directly

• Another station set or an external telephone

The records use the following tokens. For more information about these tokens, see
Administering [e-mail].

LIGHT ON @K*(%U,1)
LIGHT OFF @K*(%U,0)

Therefore, The Amanda Company recommends that you create only personal mailboxes
(those that call the extensions of users) from the default mailbox template (997). For other
mailboxes (such as information al mailbo xes or mailb oxes that are part of token programs),
copy a mailbox that has no notification records.

If you do use mailbox 99 7 for info rmational mai lboxes and s o on, then you must delete the
notification records from the new mailboxes.

OTE

N

: For p ersonal mailboxes, each us er’s mailbox number m ust be identical to

his telephone extension number. The Amanda Company always recom­mends this practice, but it is mandatory with the Norstar KSU’s digital
integration.

Selecting a Transfer Method

Both Amanda-controlled or Norstar-controlled transfer methods are available to you on a
per-mailbox (per station) basis. Because of the advantages of digital integration and the
amount of call information given to Amanda, supervised tran sfers are not necessar y unless
a user requires Amanda call screening.

Chapter 6: Configuring Amanda 61

If you use Amanda-controlled call transfers:

• Users can take advantage of Amanda call screening

• Norstar will provi de silence, its hold co nformation tone, or music on hold (MO H),
depending on which option is programmed for the Norstar system

• The system uses port time less efficiently for call processing

• Less information is available to callers via Norstar call progress tones

T o implement this metho d, the E xtension f ield in each mailb ox s hould not end with the H
token (for blind transfers).

If you use Norstar-controlled call transfers:

•User cannot use Amanda call screening

• Norstar will provide the ring-back tone to indicate call status to
callers

• The system uses port time more efficiently for call processing

To implement this method, the Extension field in each mailbox should end with the H
token (for blind transfers).

For more information about the Extension fields in mailboxes, see Administering
[e-mail].

Sharing Amanda

Sometimes more than one company or department share an Amanda system. Specific
ports are assigned to specific groups. For example, on a two-port system shared by two
companies, one company receives calls on port 1 and another on port 2. This affects the
configuration options that determine which mailbox is used for:

• The company or initial greeting that callers hear when they call one of the compa­nies.

• The employee directory that contains the names of all the users as they appear in
the Directory Name 1 and Directory Name 2 fields.

• The direct message mailbox that allows you to record a message for a mailbox
without having to transfer to that extension. You hear either the mailbox’s greet­ing or the name and extension recording (depending on the setting for the
short_direct_send configuration option). For example, you can leave a message
for someone that you know is out of the office or not to be disturbed.

Normally, when multip le companies share an Amanda system, they divide the ports
between them by dedicating each port to a specific company greeting using the box_grt
configuration option. [e-mail] for Norstar has an even easier way of
performing tenant services. This feature allows multiple companies to share an Amanda
system by identifying the incoming CO lines with a name that matches an Amanda
mailbox.

The tenant services feature is based on dynamic port allocation, which means that any
Amanda port can receive the calls for any company sharing the Amanda system. This
eliminates the need for dedicating ports to each company.

To program the trunk call / CO line ID on the Norst ar KSU:

Amanda relies on the Norstar KSU to have a specific namin g conv enti on fo r its CO lines .
This naming convention in not just for tenant services. Amanda differentiates CO lines,
Amanda ports, and stations by their names.)

62 Installing [e-mail]

• Program the CO lines on the Norstar KSU.
Name each line that needs to have a unique company greeting in the following man-

ner so Amanda will recognize it. For example, if you have four CO lines, they might
be named:

LINE701 for CO line 1
LINE702 for CO line 2
LINE703 for CO line 3
LINE704 for CO line 4

Please see “Using the Programming Tables” on page 16 for more details about Norstar
KSU settings. Always name your lines LINEttt, and if you name your Amanda po rts,
always create a mailbox for each with that name in its Set Name field.

To program [e-mail]:

1. Create mailboxes with the same number you used for the CO Line ID, for example,
mailbox 701, 702, 703, etc.

2. For each of these mailboxes:

• Under Options, Do Not Disturb must be locked OFF

• Under Messages, Store needs to be OFF

3. Create a token string in the Extension field that will play the greeting for the company
that uses that CO Line.

For example, if Company A uses LINE701 and LINE702 and its company greeting is
Greeting 1 for mailbox 990 (the default Company Greeting mailbox), then both mailbox
701 and mailbox 702 should have the following in their Extension fields:

@G(990)

This token string tells Am anda to pl ay Greet ing 1 from mailbox 990 when a call comes in
on LINE701 or LINE702.

Similarly, if Company B uses LINE703 and LINE704 and its company greeting is
Greeting 1 for mailbox 890, then both mailbox 703 and mailbox 704 should have the
following in their Extension fields:

@G(890)

IP

T

: If later Company A decides it needs only one line and Company B is hap-

py to pay for three lines, you can switch LINE702 to Company B by
changing the Extension field in mailbox 702 to:

@G(890)

4. The Company Greeting mailboxes (990 and 890 in this example) have the following
settings:

• Under Options, Do Not Disturb must be locked ON

• Under Messages, Store needs to be OFF

• The Done Chain should contain the number of the Caller Instructions mailbox

(whose greeting is “Press 1 for technical support; press 2 for ....”)

For example, if Company A uses the default Company Greeting mailbox (990)
and the default Caller Instructions mailbox (991), mailbox 990 should look like
the mailbox in Figure 2, below.

Chapter 6: Configuring Amanda 63

5. Record Greeting 1 for each company using your telephone or Amanda Messenger.

The diagram below shows the flow of the calls and the programming steps:

To have different employee directories:

• In the Per Port section of Advance d Configuration, chang e the mailbox for the em­ployee directory on a per port basis.

For example, box_idx for ports 1 and 2 might be set to mailbox 411, while box_idx
for ports 3 and 4 might be set to mailbox 311.

To use different mailboxes for direct messaging:

• In the Per Port section of Ad vanced Co nfig uration , change the m ailbox f or the di ­rect messaging on a per port basis.

For example, box_snd for ports 1 and 2 might be set to mailbox 998, while box_snd
for ports 3 and 4 might be set to mailbox 888.

For information about the 1001.PBX file to be used with tenant services, see “Selecting a
PBX File” on page 43.

64 Installing [e-mail]

Using the box_grt Configuration Option

If for some reason you cannot name your lines as explained above, you might prefer to
dedicating each port to a specific company greeting using the box_grt configuration
option.

To use the box_grt:

• In the Per Port section of Advanced Configuration, change the mailbox for the
company greeting on a per port basis.

Suppose the first company uses ports 1 and 2, and the second company uses ports 3
and 4. Then box_grt for ports 1 and 2 might be set to mailbox 990, while box_grt for
ports 3 and 4 might be set to mailbox 880.

Chapter 7: Faxing

Using This Chapter

This chapter:

• Explains how to set up a fax modem for use with Amanda.

• Explains how to detect a fax machine automatically.

Using a Fax Modem

The fax modem used in [e-mail] must be external. It must be Class 2 or
Class 2.0 compliant. (Be aware that Class 2 is different from Class 2.0.)

OTE

: If you have a Class 2 modem, the default configuration settings for fax

N

options should work well with your mod em. If you have a Class 2.0 mo­dem, change the setting for fax_send_reverse to F for False.

W e recommend using COM3 an d/or COM4 f or fax modems since C OM1 and COM2 may
only be used by the null modem and data modem respectively. The selected COM port
must be dedicated to the fax modem.

To configure a fax modem for Amanda:

1. Run the Setup utility.

2. From the Work.Place Configuration Utility menu, select System Configu rati on
Options or press 2.

3. From the System Configuration menu, press A for Advanced Configuration.

4. From the Advanced Configuration menu, press S for Serial.
The Serial Port Definition dialog box appears.

(If you type a space, the Setup utility interprets it as a zero.)

66 Installing [e-mail]

5. Change:

serial_portn 0

To:

serial_portn

The option maps Amanda's logical port to a physical port on the PC.
The n is the number of the logical serial port and the y is the physical serial port (for

example, COM3). It is best to make n and y the same number. For example, map log­ical port 3 to COM3.

6. Modify the
values for the serial integration link you are receiving.

The n is the number you used for n in step 5.

7. Press F10 to save your changes.
The Save All Data? dialog box appears.

8. Press Y for Yes.

9. From the Advanced Configuration menu, press F for Fax.

baud

y

n,

databits

n,

stopbits

n, and

parity

n to match the correct

Chapter 7: Faxing 67

The Fax Configuration screen appears.
(If you type a space, the Setup utility interprets it as a zero.)

10. (Skip this step if you dial 9 to access an outside line.) In the Fax section on Advanced
Configuration, change:

fax_dl_init 9,

To:

fax_dl_init

replace n with the outside access code for the telephone switching system. (Adding a
comma causes a 2-second pause.)

11. (Skip this step if you have a Zoom modem.) Change:

fax_flow_control &K3

For Aceex modems, use:

fax_flow_control \Q3 X3 &K3

For Practical Peripherals modems, use:

fax_flow_control X3 &K3

This option has the Class 2 command for the type of flow control used by your fax
modem.

12. Change:

fax_id

To:

fax_id

where fax is a number or a name used to identify your fax modem (for example,
'FAXA')

n

fax

68 Installing [e-mail]

13. Many older Class 2 fax modems need a string of leading digits ‘11 11’ for their fax_id.
By default, Amanda adds these digits.

However, if they appear on the receiving fax machine, change:

fax_id_pad T

To:

fax_id_pad F

14. Change:

faxn

To:

faxn

where n is the number for the logical serial port and ext is the extension number
where the fax modem is connected on the telephone switching system (this must be a
single line extension).

15. This de fines the maximum number of digits for a local extension. This is used when
the “72” Fax retrieve command is selected so that fax_dl_init (usually ‘9,’) will be
applied only for outside calls.

Change:

max_local_extension 6

To:

max_local_extension

where n is the maximum number of digits in a telephone extension on your telephone
switching syst em .

OTE

N

ext

n

: You don’ t need to change the defau lt values for the other serial port and

fax configuration options.
To use the fax modem effectively, you must also use tokens to program
the Extension fields for one or mor e mailbox. See the sections on one and
two-call faxbacks in Administering [e-mail] for more in-
formation.

Suggested Settings

The following modems have been used with Amanda with the following settings. This is
not a comprehensive list, and many other modems work with Amanda. The followi ng
settings are not even guaranteed to work wi th you r mod e m (even if your modem i s one of
those listed) because modem manufactures produce a variety of models and change their
firmware from time to time. However, you may want to try them.

Zoom Modems

fax_flow_control &K3
fax_dl_init -

Aceex Modems

fax_flow_control \Q3 &K3

Practical Peripherals Modems

fax_flow_control X3 &K3

Chapter 7: Faxing 69

SmartOne 1442 Faxmodems

fax_flow_control &K4
fax_direct_connect H1O0
fax_receive_reverse T
fax_reset &D3
fax_send_reverse F

Boca modem M144EW

fax_flow_control &K3

Detecting a Fax Machine Automatically

Amanda can detect and accept incoming faxes automatically.

To automatically detect and accept an incoming fax:

• The fax connect tone must be in the PCPM tone table.
The tone information is stored in C:\AMANDA\PBX.DB\1001.GTD.
The tone must be one of the first four tones or frequencies defined, and it must be

marked as a terminating tone. The PCPM code associated with the tone must be in the
range 13-36.

• A mailbox (usually 994) must be set up to process faxes. To learn how to create
and program that mailbox, see Administering [e-mail].

• That mailbox must be specified in the hot_box configuration option.

Modifying the PCPM Tone Table

The file 1001.GTD is predefined to use PCPM Tone 13 for fax purposes. SmartCall, one
of the utilities available from the Diag utility creates and/or changes settings in .GTD files.
You should not need to modify the tone table for the voice board. However, the following
procedure is provided—just in case.

To modify the tone table for the voice board:

1. Run DIAG.
For more information about Diag, see “Chapter 4: Defining Tone Patterns.”

2. To detect a FAX tone, use the following:

NAME: FAX CNG TONE
TYPE: OTHER
TERMINATING: YES
CADENCE: NO
FREQ1: 1100
FREQ2: NONE
PCPMCODE: 13 (13 through 36 are acceptable)
QUICKCOUNT: 400

70 Installing [e-mail]

ON TIME: 528
OFF TIME: 2976

All other values can remain at their defaults.

OTE

: Remember to insert the FREQ1 value of 1100 into the filter table in one

N

of the first four positions. Only frequencies in the first four positions are
used for terminating tones.

Creating the Hot Box Mailbox

The Amanda Company recommends using mailbox 994 as the first hot_box, but you can
use any valid mailbox. Use the mailbox screen to create the mailbox that will process the
PCPM tone. See Administering Amanda@Work. Place for information about creating
mailboxes.

After calling Amanda, the caller presses the Start button on his fax machine during the
Company greeting (or some other greeting). Amanda recognizes the tone and processes
mailbox 994. Mailbox 994 performs a blind transfer to the fax machine. The Extension
field for mailbox 994 must contain the extension connected to the fax machine followed
by an H (hangup).

Example Extension field:

1000H

where extension 1000 is connected to the fax machine

Setting the Hot Box Options

You must let Amanda know the mailbox that will p rocess the PCPM tone by setting the
hot_box configuration option.

To designate a mailbox to accept incoming faxes:

1. Run the Setup utility. At the DOS prompt, from the directory C:\AMANDA, type:

SETUP

Then press Enter.

2. From the mai n menu, press 2.
The System Configuration Options menu appears.

3. From the System Configuration menu, type:

A

(for Advanced Configuration).

4. From the Advanced Configuration menu, type:

H

(for Hot Boxes).

5. Select the number that corresponds to the PCPM code.

Chapter 7: Faxing 71

6. Type the mailbox number next to the code.
Your typing replaces previous setting (by default -1 for no mailbox).

7. Press F1 0 to sa v e .

Sending Faxes

Faxes that you send to customers from Amanda must be stored on Amanda in fax format.
You create the documents, then fax them to Amanda using the J() token to receive them.
For more details, see “Sending Faxes to Amanda” on page 133.

72 Installing [e-mail]

Chapter 8: Accessing Amanda Remotely

Accessing Amanda from Another Computer

You control and configure [e-mail] remotely from another computer (for
example, a notebook) using the Host and Remote programs. Host runs on Amanda and
Remote runs on the computer that accesses Amanda remotely. You also need either a null
modem cable to connect the computers or a data modem on each computer.

These programs allow the remote comp uter’ s monito r and keyboard to take ov er Amanda.
For example, you can run Setup and other programs on Amanda’s computer using the
remote computer’s keyboard and monitor.

There are two versions of the Host program: HOST.COM 2.0 and HOST.COM 3.0. The
Host programs are both DOS programs. Your new [e-mail] system comes
with HOST.COM 3.0.

There are also two versions of the Remote program: REMOTE.COM, a DOS program
which can be sent to you on a floppy disk, and WINREM.EXE, a 32-bit application sold
separately by The Amanda Company.

REMOTE.COM is a DOS program. It can be run from Windows when Windows is in
DOS mode. (REMOTE.COM does not run in a DOS box.)

WINREM.EXE runs in either Windows 95 or Windows NT. It has many more features
than REMOTE.COM. For example, it allows you to copy files from the host computer to
the remote computer and vice versa. It also lets you store the modem telephone numbers
that you use with it.

WinRem is not shipped with [e-mail]. It works with
[e-mail], [e-mail], and, minus the file transfer capability,

74 Installing [e-mail]

with Amanda@SOHO. Contact your sales representative for more information.

Host Program Remote Program Compatibility Issues

HOST.COM
(Host 2.0—found on older
systems)

HOST.COM
(Host 3.0—found on Aman­[e-mail] systems
starting with version 2.15) The
file name is the same for both
Host 2.0 and 3.0.

OTE

N

: DOS progr ams that use graphics and pop -up decisi on windo ws may not

be controllable or appear correctly on the screen while you are using ei­ther Remote program. Examples are Edit, MSD, Scandisk, and Defrag
(when run in interactive, rather than batch, mode).
Never use Edit remotely. When you press Alt+X to close the file, you be­come disconnected. Use JOVE instead.

REMOTE.COM
(also called Remote

2.0)
WINREM.EXE

(also called WinRem

1.0)

REMOTE.COM
(also called Remote

2.0)
WINREM.EXE

(also called WinRem

1.0)

Designed to be used together. Y ou
cannot transfer files with this com­bination.

Compatible, but HOST. COM does
not support the file transfer featur e
of
WINREM.EXE

Compatible, but
REMOTE.COM does not offer a
file transfer feature

Designed to be used together. Y ou
can transfer files with this combi­nation.

Using the Host Program

The Host program runs automatically whenever Amanda’s computer starts. The
AUTOEXEC.BAT file contains the following line:

LH HOST /1 /f /n >>%LOGN%

This can be explained as follows:

LH HOST Tells the computer to load this program in high memory.
/x

where x is the
number of the
COM port

/f Indicates that the modem is faster than 2400 bps.
/n Indicates that a null modem cable will be connected to both comput-

>>%LOGN% Sends information about loading the Host program to either the

Indicates the number of the serial (COM) port used by either the null
modem cable or modem. For example, /1 represents COM1, the port
to which you attach the null modem cable. COM2, the port to which
you attach a modem, is /2.

ers.

C:\BOOTLOG file or to the screen, depending whether your AU­TOEXEC.BAT file contains the line SET LOGN=C:\BOOTLOG or
the line SET LOGN=CON:

Chapter 8: Accessing Amanda Remotely 75

The line for the modem is:

LH HOST /2 >>%LOGN%

Use the list above (for the null modem) to understand each part of this line.

Using the Remote Program

The remote computer must have a copy of one of the Remote programs. It can be sent to
you on a floppy disk. You can copy it from the disk to the remote computer.

Connecting by Null Modem Cable

To connect over a null modem cable:

1. Attach one end of the null modem cable to Amanda’s COM1 and to a serial port on
the remote computer.

2. Turn on both comp ut ers. Amanda’s computer should start running HOST.COM auto­matically.

3. From the remote computer, use the following command to start the Remote program.

remote /x /n /f

where x is 1 or 2, depending on what COM port the cable is connected to on the
remote computer.

You execute the command from the directory in which the Remote program is stored
or you add the path name to the command. For example, if the program is stored on
your hard drive in the UTIL directory on your C: drive, C:\UTIL\REMOTE would
replace REMOTE in the command.

If the computer runs a vers ion of W ind ows, run the command while the co mputer is in
DOS mode.

4. Press Enter.
The following appears on the screen:

Remote Version 2.0

You can run Setup and other programs on Amanda’s computer while sitting at the
remote computer. (If the screen is blank because of Amanda’s screen saver, press the
spacebar to exit the screen saver.)

5. To end the Remote session, press Alt+X.
The program asks you to confirm your decision to exit by typing Y.
The remote computer disconnects from Amanda.

76 Installing [e-mail]

Connecting by Modem

To connect via data modem, both Amanda’s computer and the computer that will be
accessing Amanda remotely must be running and have a modem that is connected to both
a serial port and a telephone line. Th e data mo dem must be con nected to either a ded icated
telephone number (t his works best) or its own telepho ne system s tation. Aman da’ s modem
must be connected to COM2.

REMOTE.COM works only with COM1 or COM2, with industry standard IRQ and I/O
port addressing. Usually that is one of the following:

• COM1 with IRQ4 and not other devices on COM1 or using IRQ4

• COM2 with IRQ3 and not other devices on COM2 or using IRQ3

To control Amanda via modem:

1. Use the following command to start the Remote program:

remote /x

where x is 1 or 2, depending on what COM port the modem is connected to on the
remote computer.

You execute the command from the directory in which the Remote program is stored
or you add the path name to the command. For example, if the program is stored on
your hard drive in the UTIL directory on your C: drive, C:\UTIL\REMOTE would
replace REMOTE in the command.

If the computer runs a vers ion of W ind ows, run the command while the co mputer is in
DOS mode.

2. Press Enter.
The following appears on the screen:

Remote Version 2.0
Enter phone number:

3. Type the telephone number for Amanda, then press Enter.
For example, if both modems are on the station side of the telephone switching sys-

tem, you might use 9,17147530414,,,,,102 where the commas are two-second pauses
and the 102 is for mailbox 102. In this example, the Extension field for mailbox 102
would have to be 102H to achieve a blind transfer to extension 102.

Enter password:

4. Type

JENNIFER

You can run Setup and other programs on Amanda’s computer while sitting at the
remote computer. (If the screen is blank because of Amanda’s screen saver, press the
spacebar to exit the screen saver.)

appears on the screen.

in uppercase letters, then press Enter.

5. When you have finished, type Alt+X to end the connection.
The program asks you to confirm your decision to exit by typing Y.
The remote computer disconnects from Amanda.

Chapter 9: Programming Amanda

Using Tokens

The Token Programming Language allows you to write programs for Amanda. These
programs consist of tokens entered in Extension fields (defined per mailbox using the
Users screen) and/or in Method fields (defined per mailbox using the Notify Screen). This
section describes the language and introduces you to common programming terms.
Understanding these terms can help you understand any programming language.

A token is a sequence of one or more characters that repres ents an action that Amand a can
perform. The tokens that you use most often are simple and perform routine actions such
as dialing an extension. However, a program can be much more complicated than that.

With the Token Programming Language, you can use tokens to do either of the following:

• Enhance Amanda’s normal processing of the Extension and Method fields. Nor­mally, she uses Programmed Call Progress Monitoring (PCPM).

In this case, you add the tokens where appropriate within the field.
For example,

digits 147 (for extension 147) and then hang up. Notice that the tokens are not sepa­rated by spaces (or any other characters). You write tokens one right after the other.

• Stop Amanda’s normal processing of the fields and tell her what to do.
In this case, the first character in the field is @. Then you add the tokens that tell

Amanda what to do.
For example,

R(G1,%S1)

@

assigns the DTMF digits entered by the caller to a variable named %S1. This starts
with an @ to indicate that you are NOT processing this Extension field normally.

Normal processing for the Extension field: Amanda plays “Please hold while I try that
extension,” puts the caller on transfer hold, then evaluates the tokens in the field. Unless
told to do otherwise, she listens for call progress tones and an answer.

The @ stops Amanda from performing the dial code that puts a caller on transfer hold
(also known as the dl_dtwait dial cod e). As exp lained in Installing [e-mail],
you use the Setup utility (selection 1) to set or view the dial codes. The codes are stored in
C:\AMANDA\PBX.DB\1001.PBX, which you can view or edit using the JOVE utility.

Normal processing of the Notify Method field: Amanda tries to access a port for an
outbound notification call. The @ stops Amanda from going off-hook.

is a sequence of four tokens that tells Amanda to dial the DTMF

147H

78 Installing [e-mail]

When most people think of a program, they think of a series of lines, each of which
contains a single action or command. The Token Programming Language is similar, but
each line become the contents of a different field, using the Extension field of a mailbox.

If the program contains only a few lines, sometimes you can use just one Extension or
Method field for the entire program. However, when you need more fields, you use the
Extension fields from ad ditional mai lboxes . Even if a Met hod field mu st b e extend ed, you
extend it to the Extension field in another mailbox.

You use additional fields for any of the following reasons:

• The logic of the program branches or repeats. You use a G() co mmand or I() co m­mand to create the branch or loop. See “Flow of Co ntrol: Branching and Looping”
on page 85 for more details.

• The length of the string of tokens exceeds 65 char acters, so yo u are forced to co n­tinue in another field. You u se a G() command to ex tend the to ken string to a new
Extension field.

Mailbox Settings

If you are using a mailbox’s Extension field for token programming, you must use all of
the following settings:

• Do Not Disturb must be off . Amand a ignores the Ex tensio n field altogether if Do
Not Disturb is on.

• Call screening must be off.

Success and Failure

Amanda evaluates tokens from left to right. If Amand a perf orms a tok en su ccessfu lly, she
goes on to the next token.

When all the tokens have been p erformed successfu lly in an Extension field, Aman da goes
to the RNA Chain field. If the RNA field is blank, she go es to the Done C hain field for the
company greeting mailbox (usually mailbox 990).

When all the tokens have been performed successfully in the Notify Method field,
Amanda goes to the next Notify Method field (if there is one). If there are n o more Notify
Method fields, Amanda goes to the Done Chain field for the current mailbox.

If the token is unrecognized (because of a syntax error or a typographical error) or fails,
Amanda immediately goes to the Done Chain field without processing the rest of the
tokens in the field. If the last successful token gives Amanda an invalid mailbox, she
processes the Done Chain field for the mailbox associated with the current port because
she cannot locate a Done Chain field for the invalid mailbox. (The mailbox associated
with the port is usually 990, the Company Greeting mailbox.)

For a literal or system variable, there is no such thing as failure. The token always
succeeds. Some tokens define almost any behavior as successful. For example, you can
have Amanda spell an empty string. Amanda doesn’t say anything, but no failure occurs
either.

Chapter 9: Programming Amanda 79

Tracing Token Execution

Amanda’s trace files can let you know where and how a token program is failing. This is
an invaluable debugging tool.

Amanda creates trace files as she runs, because the following trace command should be in
the AUTOEXEC.BAT file.

amanda /t5 /s1300

Like the default trace command, this command creates C:\AMANDA\TRACE.OUT file
and limits its size to the last 1.3MB of data. (A file this size will fit on a 3 1/2-inch floppy
disk.) What is different about this command is that it writes to the trace file every 10 lines .
In this way, if Amanda crashes while running your token program, no more than ten lines
of trace information can be lost. You can use /t with a number less than 10 if you need to,
but it will slow down the system.

You can also display trace information on-screen.

To display trace information:

1. Press Ctrl+Home.

2. Press Alt+T.

Pressing any key stops the display. On-screen traces are stored by default in
C:\AMANDA\SCREEN.OUT. To change the name of this file, use the Setup utility to
change the setting for the configuration option screen_save.

Kinds of Tokens

Tokens fall into the following categories:

• Literals

•Variables

• Commands

Literals

A literal is an exact value such as the whole numbers 4 or 1144. Notice that you do not use
commas within numbers. You use 1144—not 1,144.

The DTMF digits and most single-character tokens are literals. For example, the comma
(,) that causes a pause is a literal.

Another type of literal is the string. In the Token Programming Language (as in most
programming languages), a string is a sequences of characters. For example, JAMES
DOLE is a 10-character string that starts with the letter J and ends with the letter E. To
clearly show where a string begins and ends, programming languages require delimiters
(characters that enclose the string, but are not part of it. In the Token Programming
Language, you use single or double quotation marks as string delimiters. So JAMES
DOLE becomes

'JAMES DOLE'

or

"JAMES DOLE"

.

80 Installing [e-mail]

"9," is a string that Amanda might dial for an outside line. It consists of the DTMF digit 9
followed by the comma for a pause.

A string that has no characters is called the empty string. It often occurs in programming
and is written as '' or "".

If you use one kind of qu ot at ion mark within a string, you should use t he o t her kind as the
string’s delimiters: "Amanda's" or 'Do not use " (the double quotation character)'.

Variables

Each variable is the name of a storage location within the computer that can store a string
or a whole number. After you store something in a variable, you can use that variable’s
name instead of typing the string or the number. This is useful because:

• Amanda’s variables have simple names (no more than four characters) and save
you typing time. (You are less likely to make a mistake typing a short variable
name than a long string.)

• You can change the contents of the storage location and still use the same variable.

• Amanda can perform the same set of toke ns over and over again with differen t val­ues because the tokens use the variables rather than the values . For example, if you
change the telephone number stored as a variable, Amanda dials the new number
without you having to change any tokens.

Assignment

The Token Programming Language has system, port, and global variables. Each of them
starts with a percent sign (%).

System variables are controlled by Amanda. For example, %D contains the amount of
available disk space, and %C contains the number of the port currently in use.

Port variables are control led by you. Th eir names rang e from %S0 to %S19. Port variables
provide 20 locations in which to store information on a per-port basis. The %S0 accessed
by Amanda while using one port is not the same location as the %S0 accessed by Amanda
while using another port .

Global variables are also controlled by you. Their names range from %G0 to %G9. These
10 locations are used by all the ports. The %G2 accessed by Amanda while using one port
is exactly the same location as the %G2 accessed by Amanda while using another port.

You control port and global variables. For example, you can assign numbers or strings to
them and later change those numbers or strings. For example, you might assign the value
of 65 to %G4 and the value "Amanda" to %S9. As signing a value to a variable copies that
value to the variable’s storage location.

Initially, each port and global variable has the empty string as its value. Assignment is
done in the Token Programming Language using the assignment command, which starts
with the equal sign (=). When the variable contains a number, you can add to that number
or subtract from it using the command that starts with a plus sign (+).

For example, =(%S1,24) puts the number 24 in the variable named %S1.
+(%S1,15) adds 15 to the 24 in %S1 and then stores the sum 39 in %S1.
+(%S1,-10) subtracts 10 from the 39 in %S1 and then stores the difference 29 in %S1.

Chapter 9: Programming Amanda 81

Commands

Commands are more complex than literals and variables. Commands perform actions. For
example, a command may tell Amanda to play a particular message or go to another
mailbox.

Each command has a name followed by a series of parts called parameters. Some
parameters contain information that Amanda needs to perform the command. Others
contain information that Amanda obtains for you as she performs the command. Each
parameter is a literal, variable, or another command.

The parameters are delimited (surrounded) by parentheses and separated by commas. For
example, P(M8) tells Amanda to play message number 8. T he command name is P, and its
only parameter is M8, which is surrounded by parentheses.

The command P(0745,T) tells Amanda to say the number 0745 as a time. It also has the
command name P, but it has two parameters: the number 0745 and the literal T.

When a command is referred to by name in this guide, the parentheses appear after the
command’s name. For example, the command named P is referred to as th e P() comm and,
which is read as “the P command.”

82 Installing [e-mail]

Parameters

Parameters can be required or optional. The syntax places brackets […] around optional
parameters.

Parameters can also be for input or for output. Input parameters provide the information
that Amanda needs in order to perform the action that you requested. For example,
Amanda might need the name of the file in which to store a fax or the telephone number
for a pager. You supply the input parameters and make sure that the information in them is
correct. Input parameters can be literals, variables, or other commands.

Output parameters are parameters that store information you asked Amanda for. Output
parameters are always variables because Amanda must store the information you
requested in a storage location. Usually one command asks for the information, Amanda
stores the information in a variable, and another command uses that variable. For example,
you might use the V() command to retrieve a telephone number from a file. If the output
parameter for the telephone number is %S5, Amanda stores the telephone number in the
variable %S5. Then you use %S5 in a T() command to send a fax using that telephone
number.

The syntax in the guide does not indicate which parameters are input and which are
output. This is clear from the descriptions of the command and parameters.

Syntax

When a string is used as a parameter, you don’t always need the quotation marks, becaus e
the commas and parentheses serve as delimi ters. You must use the quotati on marks when a
variable is part (but not all) of the string. For example, if %S0 is MARY and %S5 is HU,
the string "MARY HU" can be used as a parameter with or without quotation marks, but
the strings "%S0 HU", "%S0 %S5", and "%S0 %S5" must have quotation marks. Most
programming languages do not allow you to put variables within strings. The Token
Programming Language allows this, but it only checks for variables within a string if you
delimit that string with quotation marks. You cannot use a number from 0 to 9 after %S1
in a string because Amanda assumes that you meant the variable %S10 or %S11, etc.

Most system variables do not have parameters. However, a couple of system variables
have parameters that affect the contents of that system variable. For example, to use %I,
the system variable that retrieves data from specific fields of specific messages, you use
parameters to indicate which field, message number, and mailbox you want the data from.

The exact sequence of characters for each token is defined by its syntax, so you have to
learn to read syntax. The following table shows the conventions used in this guide. They
are similar to the syntax conventions used for other programming languages.

Syntax Convention Meaning

bold

Bold is used for characters that must be used by you
exactly as they appear—if you use them at all.

italics Italics are u sed for character s that you must replace

with real strings, numbers, variables, or other com­mands.

Chapter 9: Programming Amanda 83

[ ] The syntax inside the brackets is optional. If you

don’t use this syntax, its default is used.

{ } The syntax inside braces can be repeated.

For example, the following is the syntax for %I:

Syntax:

%I(field,msg_no[,mailbox])

%I() has three parameters: field, msg_no and mailbox.

Because the %I and parentheses are bold, you know that you have to include them in the
command. The commas are bold, but the one in front of mailbox is inside brackets […],
which surround optional parts of the syntax. If you use the bracketed part of the syntax,
you must use the comma.

Because field is italicized, you know that it is a place holder for information that you must
provide. Field can be any one of the following fields associated with messages:

D for the Date field
T for the Time field
F for the From field

Because msg_no is also italicized, you know that it is a place holder for information that
you must provide. For example, to find out the date for message number 8, you replace
msg_no with the number 8. Because mailbox is inside brackets, you replace it only if you
use that part of the syntax. For example, you may want to delete a message belonging to
mailbox 151.

84 Installing [e-mail]

Whenever a parameter is optional, such as mailbox, it has a default. A default is the value
that is used for the parameter whenever the parameter is missing. The default for mailbox
is the current mailbox.

Using the syntax, you can create any number of %I() commands. For example, %I(D,8)
provides the date for message 8 for the current mailbox, and %I(T,6,151) provides the
time for message 6 for mailbox 151.

Both the Extension and Notify Method fields can contain up to 65 characters. If you need
more than 65 characters for your program, you use:

• A command that reads additional tokens from a file

• The G() command to tell Amanda to go to the Extension field for another mailbox
and process the tokens she finds there

Files and Directories

This section points out what you need to know about files and file names when using the
T o ken P ro gramm i ng Lan guag e . It as su mes t h at you already know the following and other
facts about files and directories:

• DOS files are stored in directories.

• The complete name for a file starts with the root directory (usually C:), lists the
subdirectories leading to the file, and ends with the name of the file, each of which
is separated by a backslash (\).

When you use a DOS file name as a parameter, you must replace each backslash (\) foun d
in the name with either two backslashes (\\) or one forward slash (/). For example,
C:\AMANDA\FOOBAR.TXT must become either C:\\AMANDA\\FOOBAR. TXT or C:/
AMANDA/FOOBAR.TXT.

You can use variable names as parts of the file name. For example, if %S1 is C:, and %S2
is Amanda, you can use "%S1\\%S2\\FOOBAR.TXT".

Amanda can read text files (also called ASCII files) as well as files in dBase format. The
former have file names that usually end with .TXT, and the latter have file names that end
with .DBF . Amanda can read from, write to, and search files that contain database record s.
A record is a way to group pieces of information. For example, your name and address is a
record in a databas e for an y comp any t hat send s you sup plies. The i ndividual parts of y our
name and address are fields of that record. In a database, another name for a record is a
row, and another name for a field is a column.

Chapter 9: Programming Amanda 85

Sample Address Record:

First Name: MARY Last Name: HU

Street Address: 28291 HOOVER ST.

City: WINTER FALLS State: MI

Zip: 48444

T ex t files that con tain databas e recor ds should h ave comm as separating each field o f each
record and a carriage return/linefeed separating one record from another. (A carriage
return/linefeed is the pair of ASCII characters placed in a file when you press Enter on
your keyboard.)

Sample Address Record as a line in a text file:

MARY,HU,28291 HOOVER ST.,WINTER FALLS,MI,48444

When Amanda reads records from a text file, you tell her the number of the fields you
want to read or change the data in. The fields are numbered starting with 1. In our
example, First Name is 1, and Last Name is 2.

dBase files are created using dBase, a database software product. For dBase files, you tell
Amanda the name of the field instead of its number. When Amanda reads data from a
dBase file, she deletes any spaces at the end of the data as she stores the data into a
variable. For example, if the field contains "MARY ", Amanda reads only
"MARY".

Flow of Control: Branching and Looping

When programming Amanda, you often type the tokens for a program in more than one
field. This is not because you have exceeded the 65-character limit for the Extension or
Notify Method field, but because you want to control the flow of token processing. For
example, the only way to have Amanda perform different actions based on the value of a
variable, is to put the tokens for one set of actions in another Extension field.

The commands that control the flow of tokens are:

• The I() command which compares two valu es. (Notice that this is no t the same as
the %I() command/system variable discussed earlier in this chapter.) This com­mand is similar to the If command or If statement in other programming languag­es. It is used to branch in either of two directions, depending on whether the
comparison is true or false. If the comparison is true, Amanda goes to another
mailbox’s Extension field and processes the tokens there. If the comparison is
false (for example, %S1 is not equ al to th e empty s t ring), Amanda continues pro­cessing tokens where she is.

For example, I(%S1,=,'',101) can be read as “If the variable %S1 equals the empty
string, go to mailbox 101. If not, go to the next token in this mailbox.”
I(%G0,>,5,2000) can be read as “If the variable %G0 is greater than 5, go to mailbox

2000. If not, go to the next token in this mailbox.”

• The G() command which tells Amanda to go to another mailbox’s Extension field
right now. (Notice that this is not the same as the %G0 through %G9 global vari­ables.) There is no comparison made—just an immediate branch to a new mail­box.

86 Installing [e-mail]

For example, G(2000) can be read as “Go immediately to mailbox 2000.”

A loop is the name given to a set of tokens that are repeated. For example, if the last token
in the Extension field for mailbox 151 is G(151), Amanda returns to the beginning of the
Extension field for mailbox 151. This forms a loop. It forms an infinite loop unless
Amanda can branch to another mailbox’s Extension field before performing the G()
command. Sometimes you want an infinite loop, but usually an I() command appears
within the loop (somewhere between the b eginni ng of the loo p and the G() command) an d
allows Amanda a way out of the loop.

For example, if you want Amanda to process the tokens for 151 exactly three times, you
use a variable as a counter. You add 1 to the variable every time through the loop and
branch when the I() command determines that the variable is equal to 3.

If you want Amanda to process the tokens for 151 until a certain value is entered by the
caller, you store the caller’s input in a variable and use the I() command to branch when
the variable finally contains the value you are waiting for.

The examples in this section shows a loop in which Amanda repeats the tokens in one
Extension field over an d over—until stopped. You can make more complicated loops . For
example, you can use the G() command to go from mailbox 151 to mailbox 152 to
mailbox 153, before returning to mailbox 151. This is still a loop because eventually
Amanda returns to mailbox 151. It is just a longer, more complicated loop than the earlier
examples.

Examples

This section provides practical examples using some of the available tokens.

Customizing the Employee Directory

The default operation of the employee directory minimizes the work you have to do as a
system administrator. All you have to do is put values in the Dir Name 1 and Dir Name 2
fields for each employee’s mailbox. A little extra work on your part can make it easier for
the caller to use the employee directory.

Application

This example explains how to streamline the functionality of the employee directory (by
default, mailbox 411) so that the caller does not have to dial the extension.

The default use of the employee directory:

1. A caller enters 411 for the employee directory.

2. The caller enters three digits representing the first three letters in either the first or last
name of the person he wants to call.

3. Amanda reads the extension for each person whose name matches the digits.

4. The caller dials the correct extension.

Chapter 9: Programming Amanda 87

The customized use of the employee directory:

1. A caller enters 411 for the employee directory.

2. The caller enters three digits representing the first three letters in either the first or last
name of the person he wants to call.

3. If more than one employee matches the digits, Amanda asks the caller to choose.
For example, Amanda might say “For Steve Smith, press 1; for Stella Clark, press 2.”

4. Amanda dials the extension.

Translating to Amanda’s Tokens

This example shows the use of the G() command, which stops Amanda from processing
the current mailbox and goes directly to the specified mailbox. It also illustrates the M()
command that causes Amanda to play a greeting and wait for a single-digit number from
the menu as a response.

To customize the employee directory:

1. Make a list of everyone’s first and last names (as they will appear in the Dir Name 1
and Dir Name 2 fields in their mailboxes).

Example:
Steve Forest Mailbox 105
JoAnn Johns on Mailbox 106
Bob Knapp M ailbox 107

2. Determine what three digits would match each name:
Example:
Steve Forest Mailbox 105

783 367
JoAnn Johnson Mailbox 106

562 564
Bob Knapp Mailbox 107

262 562

3. Create mailboxes for each of the sets of three-digits.
Example:
Create mailboxes 783, 367, 562, 564, and 262.

4. For each of these mailboxes, make sure that:
Do Not Disturb is locked OFF. (Do Not Dis turb: OFF Lo ck: ON)
Call screening is locked OFF. (Screen Calls? OFF Lock: ON)

88 Installing [e-mail]

5. Fill in the Extension fields for mailboxes that only match one of the employees with
@G(employee_mailbox)

Example:
Because 783 and 367 match Steve Forest, the Extension fields for mailbox 783 and

mailbox 367 should be:

@G(

105

)

Because 564 matches JoAnn Johnson, the Extension field for mailbox 564 should be:

@G(

106

)

Because 262 matches Bob Knapp, the Extension field for mailbox 262 should be:

@G(

107

)

or

@P(G1)P(N,

107

)G(

107

)

6. For mailboxes that match more than one of the employees:
a. Record G1 (Greeting 1) as “For first matching name, press 1; for second

matching name, press 2; …” substituting the real names of employees for the
italicized words.

b. In the Menus fields, put the mailbox for the first matching name in 1; the mail-

box for the second in 2, and so forth.

c. In the Extension field, puts:

@M(G1,1,30)

This command causes Amanda to play Greeting 1 and waits for the caller to enter a
digit indicating a choice from the menu. If the caller does not enter a digit within 30
seconds, Greeting 1 repeats.

Example:
Because 562 matches both JoAnn Johnson and Bob Knapp, the Menus for mailbox

562 would be:
1106
2107
The greeting would be:
“For JoAnn Johnson, press 1; for Bob Knapp, press 2.”

IPS

T

: To make this better yet, use:

@P(G1)P(N,employee_mailbox)
G(employee_mailbox)

instead of:
@G(employee_mailbox)
Record a Greeting 1 for each of the new mailboxes that says “You are
being transferred to” after which Amanda plays the Name and Extension
recording for the employee’s mailbox. For mailbox 564 in the ex ample,
this would look like:

@P(G1)P(N,

106

)G(

106

)
The P() command plays greetings and so forth. In this case, the first P()
command plays Greeting 1; the second p lays the Name and Extension re­cording.

Chapter 9: Programming Amanda 89

If the matching digits conflict with existing mailboxes (for example, 564
matches JoAnn Johnson, but it is already the mailbox for another em­ployee), use 99564 or some other variation that does not conflict with
employee mailboxes.

When more than one employee matches the digits that the caller enters,
you can add 9 to the menu (with mailbox 411) and append the greeting
to end with: “…press 9 to return to the employee directory.” Then, if the
caller doesn’t want any of the people mentioned in the greeting, he can
try another name.

Token Reference

This section contains two tables, each of which lists all of the tokens in the Token
Programming Language:

•A quick token reference table, which lists each token by its function or purpose.

The functions are in alphabetical order so that you can easily find all the tokens
that perform similar functions. For example, the J() and T() comman ds both deal
with faxes so they are grouped under Fax. This table provides only the syntax for
each token. For a full description of the token, you must look in the alphabetical
reference.

•An alphabetical token reference table, which lists the tokens in alphabetical or-

der based on the first letter in the token’s name. For examp le, %I and I ar e fou nd
under I. Tokens whose names do n ot con tain a lett er are listed in ASCII order be­fore the letters. This table provides complete descriptions and examples of each
token.

Quick Token Reference

Function/Purpose of Token Syntax

absolute value
Add
ANI (Automatic Number Identification)
Append, file
Assignment
Boards, serial numbers

Caller hang-up
Caller ID
Comment
Condition
Conference call
Creating message notification file

P[repetition](number,N)

+(variable[,value])

%H
|(file)

=(variable,value[,start,end])

%B1 %B2 %B3
%B4 %B5 %B6

H(mailbox)

%H

%F(field[,mailbox])
I(value,operator,value,mailbox)

ext_noKM

X[(file)

]

Currency
Current connect time

P[repetition](amount,currency)

%T

90 Installing [e-mail]

Quick Token Reference (Continued)

Function/Purpose of Token Syntax

Current date in American format
Current port number
Current time
Current mailbox

Current mailbox’s Extension field
Date

Days of week
Deleting file
Deleting, message
Dial (pulse dial)
Dial codes

%Y

%C

%Z

P[repetition] (U[,mailbox])

%U

%E

%I(field,msg_no[,mailbox])

P[repetition](date,D)

%Y

%W

Y[(file)

KD(msg_no[,mailbox])

~

F

]

dial tone
dial tone, wait for
Directory Name field
Disk space

Dollars
DTMF digits

DTMF for relay paging

DTMF, save caller’s entry
Exit for ca ller hang up

%X

W(n,T[,mailbox])

%F(field[,mailbox])

%D

P[repetition](D)

P[repetition](amount,currency)

P[repetition](DTMF)

P[repetition](R)

0123
4567
89AB
CD*#

P[repetition] (R)

%R

R(greeting[#mailbox],variable[,timeout])
H(mailbox)

Exit for mailbox

ext_no]H

[

Chapter 9: Programming Amanda 91

Quick Token Reference (Continued)

Function/Purpose of Token Syntax

Extension field

*Extensions, partially supervised transfer
Fax, incremental

Fax, initialization
Fax, receive
Fax, send
Feature codes for Norstar
Fields, process extension or Notify fi eld as

tokens

Fields, returns number of characters in a

string

Fields, values in mailbox record

ext_no

@

%E

U-ext_no
<(phone_no)

>(file)

%A

J(file_or_box,phone_no[,tokens])

T(file,phone_no[,tokens])

KF(feature)

@

LEN[string]

%F(field [,mailbox])

Fields, Variable field in notification record
Fields, Extension
Fields, information
Files, append
Files, as indicators

Files, delete record
Files, from recordings
Files, import
Files, read

%V

%E

%I(field,msg_no[,mailbox])
|(file)

X[(file)

Y[(file)

Z[(file)

]

]

]

KV(file,field,value)

KR(

file_or_box

,

recording_info

[

)

]

{file}

{file}

V(file,field,value{,field,variable})

[(file)

N(file,field,value{,field,variable})

Files, search
Files, voice

?(line,file,mailbox)

P[repetition](X,file)

92 Installing [e-mail]

Quick Token Reference (Continued)

Function/Purpose of Token Syntax

Files, write

Francs
Free disk space

Frequency
From
Goto
Greeting
Hang-up

Hang-up, cleanup
Hang-up, partially supe rvised

Hookflash

](file)

N(file,field,value{,field,variable})

P[repetition](amount,currency)

P[repetition] (D)

%D
KB(frequency,msecs)

%I(field,msg_no[,mailbox])
G(mailbox)

P[repetition](greeting[,mailbox])

ext_no]H

[

O(time)
H(mailbox)

U-ext_no

F

If
Import, file
Information mailboxes
IVR
Languages, c hange
Length
Letters and spaces
LIGHT.ON

Menu
Message lights, notification records

(Amanda Company voice boards for
Norstar only)

O(time)
I(value,operator,value,mailbox)

{file}

M(greeting[#mailbox],repetition,delay)

%I(field,msg_no [,mailbox])
L(file)
LEN[string]

P[repetition](A,string)

X[(file)

Y[(file)

Z[(file)

M(greeting[#mailbox],repetition,delay)
K*(ext,on_off)

]

]

]

Messages
Messages, by number

%I(field,msg_no[,mailbox])

P[repetition](Mn[,mailbox])