Amanda Work Group 7xx Installation Manual

Appendix A:
Troubleshooting Amanda
New Problems
Solving a problem often requires sending annotated trace files to The 
Amanda Company. Amanda Company customer service representatives 
need to know what happened, what SHOULD HAVE happened, what time, 
and so on. The trace files need to go to the right people in a timely manner. If 
a line connected to Amanda goes out of service, The Amanda Company 
needs trace information on the last activity on that line. Submit trace files to 
a place accessible to...

202 Installing [email protected]/DOS
To reset a specific port (make it go IDLE), do the following:
1. Press Ctrl+Home. 
2. Press Alt+P. 
3. Enter the two-digit port number.
This forces a hangup on the specified port.
C
AUTION:Anyone using the port being reset is disconnected 
without warning. 
What to Do When…
This section explains what to do when:
 Amanda does not transfer the call
 Ports do not work
 The caller doesn’t hear the Busy or RNA Greeting
 Notification does not work correctly
 The...

Appendix A: Troubleshooting Amanda 203
Problem: Token programming is being used and a hookflash has not been en-
tered in the Extension field.
Solution: Review the tokens and insert a hookflash where needed. When the Ex-
tension field starts with @, a F- or %X will not enable PCPM. Amanda 
does not listen for call progress tones. The W() token can be used to listen 
for voice.
Problem: There may be insufficient intercom paths on older analog telephone 
switching systems.
Solution: Check your telephone...

204 Installing [email protected]/DOS
Caller Doesn’t Hear the Busy Message or RNA Greeting
If the caller does not hear a busy or RNA (ring no answer) greeting, one of 
the following may be causing the problem.
Problem: Amanda is doing blind transfers rather than supervised transfers.
Solution: Check the Extension field of the mailbox you are calling and the What to 
dial AFTER dialing the mailbox extension option (also known as 
dl_suffix) to see if an H has been added. (Run the Setup utility, selection...

Appendix A: Troubleshooting Amanda 205
Notification Does Not Work Correctly
If notification does not work correctly, one of the following may be causing 
the problem.
Make sure that any single line ports connected to the voice board’s last port 
(the notification port) get dial tone when they go off-hook. Program the 
telephone switching system to grant the notification port outside dial tone, 
when a 9 or some other code is dialed.
Problem: H in Notify Method field.
Solution: Check to see that the dial...

206 Installing [email protected]/DOS
Host/Remote Programs Do Not Work
If the Host and Remote programs do not work, one of the following may be 
causing the problem. See also “Chapter 10: Accessing Amanda Remotely.”
Problem: Both modems used have a bps higher than 2400.
Solution: Make sure you use /f on the command line if both modems are faster than 
2400 bps (bits per second).
Problem: Host is not loaded in the AUTOEXEC.BAT file or has not been load-
ed manually.
Solution: Check your AUTOEXEC.BAT to see...

Appendix A: Troubleshooting Amanda 207
Problem: The host is loaded on a non-existent COM port.
Solution: Check to see that the internal modem has not been removed.
Miscellaneous
Problem: An outside caller hears the “Enter your security code” (EYSC) 
prompt. 
Solution: Each incoming line (usually from the CO) to the Norstar can have a 
name. For example, on the 8x24 the default name for Line 1 is Line001. 
None of the incoming lines can have its name changed to either of the fol-
lowing:
The name of any...

208 Installing [email protected]/DOS
Problem: Disconnects occur during call screening or while manage waiting 
calls.
Solution: To prevent disconnects during call screening and manage waiting call op-
erations, the configuration option tmo_sound should be set to 0. Because 
the Norstar KSU is a digital system, this option should be disabled. 

Appendix B:
Troubleshooting the Clients
NIC Configuration
If you purchase a NIC other than the preconfigured NIC from The Amanda 
Company, you may have to run the Setup program for that NIC. The 
Amanda Company’s default settings for its NIC are:
IRQ  10
 I/O  340
 Unshielded Twisted Pair (UTP) (10BASE T)
Addresses 300 through 305 are not available for the NIC. The voice boards 
in the system will be using this range (300-305.) If there is a conflict with 
configuring the I/O address, please remove...

210 Installing [email protected]/DOS
2. Select Network Setup.
3. Select Drivers.
4. Highlight Microsoft NetBEUI.
5. Select Set as Default Protocol.
6. Close this window and continue exiting until you are told to restart Win-
dows.
7. Select Restart Windows to have your changes take effect.
To define the NetBIOS protocol in Windows 95:
1. Select My Computer.
2. Select Control Panel.
3. Select Network.
4. Highlight NetBEUI
→NE2000.
5. Select Properties.
6. Select the Advanced tab.
7. Enable This Protocol...