Installing and Administering AmAndA@SOHO Version 3.
ii Installing and Administering Amanda@SOHO Copyright, Trademark, and Other Notices Copyright 1992–2001 The Amanda Company. All Rights Reserved. This guide and the software described herein are copyrighted with all rights reserved. No part of this publication may be reproduced, transmitted, stored in a retrieval system, or translated into any language in any form by any means without the prior written permission of The Amanda Company.
iii 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.
iv Installing and Administering Amanda@SOHO
Contents Copyright, Trademark, and Other Notices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ii Limited Warranty on Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ii Fraudulent Usage Advisory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii Chapter 1: Introducing Amanda. .
vi Installing and Administering Amanda@SOHO Deleting a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 Changing a Mailbox’s Security Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 Recording Company Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27 Recording the Company Greeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 1: Introducing Amanda Using this Guide This guide is to be used by both the person who installs Amanda@SOHO and the person who administers the system after it has been installed. If you are the installer, you are primarily interested in “Chapter 2: Installing Amanda” but an awareness of the contents of “Chapter 3: Administering Amanda” allows you to help your client get started using the product.
2 Installing and Administering Amanda@SOHO Configured as an off-duty attendant: Amanda provides 24-hour access to your company and its employees when an operator is unavailable. In this case, the telephone switching system sends all incoming calls to Amanda while the office is closed. Configured as a voice messaging center: Amanda takes messages and allows users to send, store, and forward messages, increasing productivity and enhancing inter-office communication.
Chapter 1: Introducing Amanda System Administration Support System administration support covers the configuration of Amanda, such as creating mailboxes and maintaining the system. Registered Amanda sites receive free system administration support for up to six months after the installation. Installation Support Installation support covers the initial connection of Amanda to a telephone switching system as well as problems that occur when the system changes or Amanda is upgraded.
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Chapter 2: Installing Amanda Installation Checklist Installing Amanda takes only a few steps. To install Amanda: 1. Create ports on Amanda by connecting a telephone line from the telephone switching system to Amanda. 2. Turn Amanda on and wait a couple of minutes. 3. Log into mailbox 999 from a station connected to Amanda. 4. Identify (via the telephone) the telephone switching system to which Amanda is connected. 5. After choosing your telephone system, dial menu. 6. Dial 7.
6 Installing and Administering Amanda@SOHO Connecting Ports You create an Amanda port by connecting a telephone line (a standard 2-wire line cord) from your telephone switching system to a standard RJ-11 modular jack on the back of Amanda. The jack represents one analog (single-line) extension. Amanda can support up to four ports. Arrange the ports in a hunt group. Calls should go to port 1 with the highest priority, then to ports 2, 3, and 4 in that order. Port 4 is the lowest priority.
Chapter 2: Installing Amanda 7 The next diagram shows the international hardware: Battery Compartment Voice Ports COM1 Console 18 VAC Using the Batteries The international version of Amanda@SOHO has a battery backup system. You need to purchase eight AA size alkaline batteries. After you insert the batteries correctly in the marked battery compartment, they store the computer’s CMOS settings and also keep the unit powered for approximately 15 seconds after the power cord is unplugged.
8 Installing and Administering Amanda@SOHO NOTE: If Amanda asks for a security code immediately (because the telephone switching system uses an auto-login feature), use: Dial: _______ (Amanda’s number) + mailbox + + + + security code + OR You can dial the mailbox’s security code (even though Amanda will say it is an invalid security code).
Chapter 2: Installing Amanda 9 Telephone Switching Systems PBX Number AT&T Merlin Legend/Magix 113 AT&T System 25 114 Comdial DSU/Unisyn 2-digit extension plan 3-digit extension plan 121 122 Inter-Tel GMX 12/24 140 Iwatsu Adix 8/24 (S/M Series) 150 Iwatsu Adix 16/48 151 NEC Electra, Level I (release 2.00+) 170 NEC Electra II (release 3.
10 Installing and Administering Amanda@SOHO you should be very familiar with the telephone switching system you are using. For details, see “Setting Up Remote Access” on page 11. Setting the Date and Time Amanda’s system date and time must be set correctly so that message arrival times are accurate. To set Amanda’s date and time: (For login instructions, see “Logging into Amanda” on page 7.) + + + + enter the date + + enter the time + Enter the date as month-day-year.
Chapter 2: Installing Amanda 11 Designating the Fax Machine’s Extension If you attach a fax machine to an extension controlled by Amanda, Amanda recognizes the fax tone in an incoming call and transfers the call immediately to the fax machine’s extension. An informational mailbox should be assigned to the fax machine’s extension.
12 Installing and Administering Amanda@SOHO Using the Remote Program 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. Make sure that you power off the Amanda computer before you attach the external modem. The modem must be connected to either a dedicated telephone number (this works best) or station separate from the telephone system.
Chapter 2: Installing Amanda 13 If Amanda is running, her main screen appears. 5. Shut down Amanda: a. b. Press Alt+S. Type Y for yes two times. The SOHO Dialcodes Installation screen appears. Use the Up and Down arrow keys to move from field to field. 6. To fill these fields, consult the following table.
14 Installing and Administering Amanda@SOHO SOHO Dialcodes Installation Table Field Label Description Name of phone system: If you selected a telephone switching system using the telephone user interface (TUI), this field is already filled in. If your intention is to modify this data for another switching system, you can change the name. If you did not select a telephone switching system using the TUI, this field displays “Phone System Unspecified.” Type in the correct or a useful name.
Chapter 2: Installing Amanda 15 SOHO Dialcodes Installation Table (Continued) Field Label Description Which DTMF tone to listen to for hangup detection: If your telephone switching system plays a specific DTMF tone when a caller hangs up (to make hangup detection faster), enter that DTMF digit here. This may be a sequence of DTMF digits rather than a single DTMF digit. The maximum length is 10 characters. If your system does not support this feature, leave it blank.
16 Installing and Administering Amanda@SOHO Entering Integration Strings An integration pattern is a string of characters that represent the DTMF digits you expect the telephone switching system to send to Amanda when a call is directed to one of her ports. You replace an actual extension which appears in a pattern with its equivalent Amanda mask of character codes.
Chapter 2: Installing Amanda • • 17 Select a fifth extension that forwards all calls to Amanda. If applicable, create a hunt group that will forward back to Amanda if the hunt group is busy or rings without answer. For each of the following tests, write down the DTMF string that is sent by the telephone switching system. After performing the test, use the procedure “To decide what integration strings to add:” on page 17 to change the strings to integration patterns for Amanda.
18 Installing and Administering Amanda@SOHO 3. The integration string from Test 3 may be identical to the string from Test 1 (except for the extension number). If so, draw a line through it. If not, then your switch sends a unique busy forwarded integration to Amanda. For example, the string may look like “*123”. The “*” denotes a busy forwarded call, and the “123” is the extension that forwarded. Replace the “123” with lower case r’s. Your string would now look like “*rrr”. 4.
Chapter 3: Administering Amanda Understanding Amanda To users and callers, Amanda is a voice on the telephone guiding them to people, services, and the message center. However, Amanda’s design revolves around the mailboxes, some of which are default, but most of which are defined by you as the system administrator. Each mailbox is a record in the mailbox database. Amanda uses this database to determine how to route calls and what information is available for users.
20 Installing and Administering Amanda@SOHO Default Mailboxes Mailbox 990 Purpose Mailbox for Company Greeting. By default, Greeting 1 is the current greeting and plays whenever Amanda answers an incoming call. After playing the greeting, it directs Amanda to mailbox 991. Greeting 1 for this mailbox should be short. Use the greeting for the Caller Instructions mailbox (991) to offer the caller choices. 991 Mailbox for Caller Instructions. Greeting 1 is its current greeting.
Chapter 3: Administering Amanda 21 Personal Mailboxes A user usually has only one extension and, therefore, only one mailbox. That mailbox is a personal mailbox. A personal mailbox stores: • • • • • Messages that are left by callers or other users—until the user deletes those messages or until you, as the system administrator, delete the mailbox. The greetings that are played when the user does not answer his telephone. Scheduling information for greetings—if the user decides to schedule them.
22 Installing and Administering Amanda@SOHO Processing Calls and Mailboxes Amanda waits for incoming calls directed to her by your telephone switching system. When a call comes to an Amanda telephone port, Amanda goes from one mailbox to another as she processes that call. How does she know what mailboxes to use? 1. As Amanda answers a call, she starts with the Company Greeting mailbox (990). 2.
Chapter 3: Administering Amanda Call Processing Diagram 23
24 Installing and Administering Amanda@SOHO Administering Amanda You, as system administrator, have a System Administrator mailbox (999) in addition to your personal mailbox. You also are expected to access some of the default mailboxes to make sure, for example, that greetings are recorded and scheduled as needed. When you dial Amanda’s extension and identify yourself as mailbox 999, your top level menu has one additional choice ( ) for System Administration.
Chapter 3: Administering Amanda 25 When creating personal mailboxes, make sure you give the mailbox the same number as the user’s extension. If the users’ extension numbers are consecutive, you will want to create a range of mailboxes when you initially set up mailboxes for them. For example, you might create mailboxes 200 through 210. To create a single personal mailbox: (For login instructions, see “Logging into Amanda” on page 7.
26 Installing and Administering Amanda@SOHO To create a range of informational mailboxes: (For login instructions, see “Logging into Amanda” on page 7.) + + + + + enter first mailbox + + enter last mailbox + For example, you might create mailboxes 800 through 804. To record greetings for informational mailboxes, you use a telephone that is a station on the Amanda system. You call Amanda using the informational mailbox and its security code.
Chapter 3: Administering Amanda 27 Recording Company Greetings As system administrator, it is your job to record the greetings for mailbox 990 (the Company Greeting mailbox), mailbox 991 (the Caller Instructions mailbox), and mailbox 411 (the Employees Directory mailbox). See “Appendix A: Setup Sheets” on page 39 for greeting worksheets. Recording the Company Greeting Mailbox 990, known as the Company Greeting mailbox, is the first mailbox that Amanda uses to process an incoming call.
28 Installing and Administering Amanda@SOHO Start playing it at 5:30 P.M. Monday through Friday. Greeting 3: Holiday Greeting ‘Thank you for calling Company Name. You have reached us on a company holiday. Our staff wishes you a safe and happy holiday.’ Start playing it at 8:01 A.M. on holidays. Recording Caller Instructions Mailbox 990 redirects Amanda to mailbox 991, known as the Caller Instructions mailbox.
Chapter 3: Administering Amanda 29 Recording Employee Directory Instructions Amanda is shipped with mailbox 411 predefined as the mailbox for the employee directory. When callers use this feature, they enter the first few letters of the name of the person they wish to contact. Amanda automatically maintains the employee directory using the names defined by the users as their first and last names. When Amanda matches a Directory Name, she plays the Name and Extension recorded for that mailbox.
30 Installing and Administering Amanda@SOHO If a user wants to create a menu, you might need to create some informational mailboxes for him. Otherwise, he must use existing mailboxes. To create a menu for an informational mailbox: (as that mailbox) (For login instructions, see “Logging into Amanda” on page 7.
Chapter 3: Administering Amanda 31 To review the menu options in a menu for a personal mailbox: (as that mailbox) + + + To change a menu option for a personal mailbox: (as that mailbox) + + + + (For login instructions, see “Logging into Amanda” on page 7.) the digit (0-9) to be changed + the new mailbox for that digit + To remove a menu option for a personal mailbox: (as that mailbox) + + + + (For login instructions, see “Logging into Amanda” on page 7.
32 Installing and Administering Amanda@SOHO NOTE: The personal mailboxes 304, 315, and 328 and the informational mailboxes 800, 801, 802 must have been created prior to creating the menus. To create the sample menu for mailbox 991 (an informational mailbox): (For login instructions, see “Logging into Amanda” on page 7.) + + + + + + + + + + + + + + + + To create the sample menu for mailbox 990 (an informational mailbox): (For login instructions, see “Logging into Amanda” on page 7.
Chapter 3: Administering Amanda 33 After any recording: To Dial Review the recording Rerecord Add to the end of the recording Cancel the recording Save the recording To delete a system announcement: (For login instructions, see “Logging into Amanda” on page 7.) + + Managing Mailing Lists and Holiday Lists You are responsible for creating system-wide mailing lists and a list of holidays on which the company’s and individual user’s holiday greeting can be played.
34 Installing and Administering Amanda@SOHO To send a message using a system-wide mailing list: (for any mailbox) + + + (For login instructions, see “Logging into Amanda” on page 7.) + number of the system list + (to send) (to record) + (to save the recording) + (to send with verification) (If you are calling from mailbox 999, you don’t use the — just the number of the list.) Amanda processes messages sent to lists as a low priority task.
Chapter 3: Administering Amanda 35 To review a holiday list: (For login instructions, see “Logging into Amanda” on page 7.) + + + NOTE: If you make a error in the holiday list, you must recreate it. Maintaining the System As the Amanda system administrator, you occasionally shut down the system, reset ports, and reset the system’s date and time. Shutting Amanda Down Amanda must always be shut down before she is turned off.
36 Installing and Administering Amanda@SOHO Enter the date as month-day-year. Use 1 or 2 digits for the month, 2 digits for the day, and 2 or 4 digits for the year. Enter the time as hour-minutes. Use 1 or 2 digits for the hour and 2 digits for the minutes. If you use 13 through 23 for the hours after noon, you are not asked whether you meant AM or PM. Otherwise, Amanda prompts for a (for A.M.) or a (for P.M.). For example, to change the date and time to March 4, 1999, at 9:05 A.M.
Chapter 3: Administering Amanda 37 To select the telephone switching system: (For login instructions, see “Logging into Amanda” on page 7.) + + + + enter the The Amanda Company number for your PBX + Amanda will say the name of the selected PBX. Changing the Operator’s Extension One extension must be designated as the operator or receptionist’s extension. This is the extension that Amanda dials when the caller presses or does not make a selection when he hears the Caller Instructions greeting.
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Appendix A: Setup Sheets Company Greeting Example Mailbox 990 Preassigned) Greeting The caller will hear: The greeting will play: 1 Good morning. Thank you for calling _____________ Starts at 8:00 a.m. Company Name 2 Monday through Friday Good afternoon. Thank you for calling ____________ Company Name 3 Starts at 12:00 p.m. Monday through Friday Thank you for calling ______________. Starts at 5:30 p.m. Company Name Monday through Friday Our office is now closed.
40 Installing and Administering Amanda@SOHO Setup Sheets Caller Instructions Example (Mailbox 991 Preassigned) (Because of the seamless transfer from 990 to 991, the caller hears these instructions immediately following the main greeting: Greeting The caller will hear: The greeting will play: 1 For Sales, please press 1; for Service, press 2; for Administration, press 3; for Office Hours, press 4. If you know your party’s extension, you may enter it at any time or remain on the line for the operator.
Appendix A: Setup Sheets 41 Setup Sheets Mailbox with Menu Mailbox Number: __________ Comment: ________________ . Greeting The caller will hear: Greeting plays: 1 Time: Days: 2 Time: Days: 3 Time: Days: Mailboxes assigned to menu options: If Caller Presses Mailbox Comments 0 transfers to 1 transfers to 2 transfers to 3 transfers to 4 transfers to 5 transfers to 6 transfers to 7 transfers to 8 transfers to 9 transfers to —Master Copy— Make copies of this sheet prior to filling it out.
42 Installing and Administering Amanda@SOHO Setup Sheets Mailbox Checklist Mailbox Purpose 0 Reserved for Operator 1 2 3 4 5 6 7 8 9
Appendix A: Setup Sheets Mailbox 43 Purpose —Master Copy— Make copies of this sheet prior to filling it out.
44 Installing and Administering Amanda@SOHO Mailbox Purpose 4ll Reserved for Employee Directory 990 Reserved for Main Greeting 991 Reserved for Caller Instructions 992 Reserved 993 Reserved 994 Reserved 995 Reserved for Future Delivery 996 Reserved 997 Reserved 998 Reserved for Direct Send to Voice Mail 999 Reserved for System Administration
Appendix B: Troubleshooting If you have problems with Amanda@SOHO, an Amanda Company customer service representative can call your system to ascertain and correct the problem—but only if an external modem is attached to your system. The Amanda Company recommends using a 14400 bps or higher modem. The following diagram shows you how to connect an external modem to Amanda@SOHO.
46 Installing and Administering Amanda@SOHO BEFORE you create mailboxes. Otherwise all the mailboxes must be deleted and recreated.
Appendix C: Wall-Mounting Instructions If you are mounting Amanda@SOHO on the wall, use this template to determine where to put the screws (or bolts) that will attach Amanda to the wall. The template shows the holes on the back plate of Amanda@SOHO. These should be spaced properly, so that you can place the template against the wall. To double-check, place this template against the back plate of Amanda to be sure that the holes line up with the template.
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Index Numerics 0 19 411 19, 29 8 19 990 20, 22, 27, 39 sample greetings 27 991 20, 22, 28, 40 sample greetings 28 995 20 997 20 998 20 998 shortcut mailbox 19 999 20 recording system announcements 32 telephone use of 24 A accessing Amanda remotely 11 Amanda accessed from another computer 11 calling 7 shutting down 35 Amanda@SOHO version number 36 AT&T Merlin Legend/Magix 9 AT&T Partner 2 8 AT&T Partner ACS 8 AT&T Partner Plus 8 AT&T System 25 9 attendant automated 1 off-duty 2 primary 1 secondary 1 automate
50 Installing and Administering Amanda@SOHO direct messaging mailbox 20 directory employee 29 disconnecting REMOTE.
Index 51 Panasonic 576 9 Panasonic DBS 824 9 Panasonic DBS Alternate 9 Panasonic KXT 1232 11D 9 Panasonic KXTD 1232 9 passwords 26 patterns integration 15 personal mailboxes 21 template 20 phone switches See telephone switching systems.
52 Installing and Administering Amanda@SOHO secondary attendant 1 voice 2 V version number Amanda@SOHO 36 Vodavi Starplus DHS 9 voice 2 voice mail mailbox 19 voice processing system 1 W wall mounting 47 warranty ii web site 2 What to dial before the mailbox extension 14 What to dial on each port after the system starts 14 What to dial on each port before shutdown 14 What to dial to put the caller on transfer hold 14 What to dial when a port goes offhook 14 What to dial when there is no transfer dial tone
Enabling Network Telephony for the Communicating PC Amanda@SOHO Administrator’s Quick Reference Administer Amanda Dial: _______ (Amanda’s no.) + + + security code + Use Main Menu’s Admin. Options Manage lists Administer Amanda Exit user mode Hang up Manage System Lists Select a list Review current list Record a list comment Add mailbox to list Return to prev.
System Administration Menu Record announcement Reset ports Delete announcement Set system options Manage mailboxes Return to prev. Shut down Amanda Review options Manage Mailboxes Create one mailbox Set operator’s ext. Create mailbox range Set fax machine’s ext. Delete mailbox Return to prev. menu Change sec. code Set System Options Create holiday list Set switch type Review holiday list Change no. of rings Set system date/time Return to prev.
