Amanda Work Group 7xx Installation Manual
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Chapter 12: Programming Examples 227 This configuration now changes Amanda’s standard processing and keeps the caller connected to the correct language Instruction mailbox. It works because whenever a new call is answered, Amanda initializes the %S tokens to (the empty string). Therefore, if the caller never presses 1 for Spanish, then %S1 is never set to the value MEXICAN and control is always passed on to mailbox 991 from mailbox 992. Order Shipment Information This example illustrates how you can interact with data files to retrieve useful information that is given to callers by request.
228 Installing [email protected] Application The application is as follows: 1. Ask the caller to enter an order number (let’s assume that it is five digits). 2. Determine whether or not the corresponding order has shipped. 3. If the order has not shipped, inform the caller. Otherwise, tell the caller the date the order was shipped. In order for Amanda to determine an order’s shipped status and its ship date, she needs to retrieve information from some source. One possible way she can obtain the data is by using the serial, S(), token to request it from another computer. An alternative solution is to access the information by looking in a file on Amanda’s hard disk (or alternatively, a network server). For this example, we use the second implementation and assume that the following files exist on Amanda’s hard disk in the root directory: SHIPPED - An ASCII text file with order numbers that have been shipped (one per line), for example: 11111 22222 33333 12345 SHIPDATE - An ASCII text file where each line contains an order number and its ship date separated by a comma (one per line), for example: 11111,06301994 22222,07011994 33333,07061994 12345,07121994
Chapter 12: Programming Examples 229 Translating to Amanda’s Tokens: 1. To ask the caller for an order number, use R(G1,%S1,20) where Greeting 1 has the recording “Please enter the five-digit order number now.” After the caller enters the order number, Amanda can perform some additional checking. For example, to determine if a five-digit order number was entered, use I(LEN[%S1],!,5, mailbox). If the number of digits stored in %S1 is not equal to 5, Amanda continues processing with mailbox mailbox. 2. To determine whether or not the order shipped, you examine the file SHIPPED to find out if it contains the caller’s order number. Use ?(%S1,C:\\SHIPPED, mailbox)to find out whether or not a string (%S1), which contains the order number, is in a file SHIPPED. If it is, Amanda continues processing with mailbox mailbox. 3. If the order number is not in the file SHIPPED, Amanda continues pro- cessing at the token after the ?() token. Therefore, to tell the caller that an order has not shipped, you use P(G1) where Greeting 1 plays, “Sorry, but your order has not yet shipped, please call back tomorrow.” To tell the caller the order’s ship date, first determine that date using V(C:\\SHIPDATE,1,%S1,2,%S2), which scans the first column of the file SHIPDATE for the value in %S1. After finding the first match, Amanda stores the value in the second column as %S2. Then you use P(G1)P(%S2,D) to tell the caller the date. Here Greeting 1 plays, “Your order was shipped on.” Summary To summarize the above, the mailbox settings and tokens are as follows: mailboxExtension/RecordingDone Chain 2000@R(G1,%S1,20) I(LEN[%S1],!,5,2001)G(2002) 2001“Your order number must be five digits. Good-bye.”999 2002@?(%S1,SHIPPED,2003)P(G1)999 2003@V(SHIPDATE,1,%S1,2,%S2) P(G1)P(%S2,D)999
230 Installing [email protected] One-call and Two-call Faxbacks You can use fax files and the token programming language to perform one- call and two-call faxbacks. Most of this functionality is preconfigured for you inside Amanda using specific mailboxes. A one-call faxback is a call from a fax machine so that a document can be faxed to the caller at that fax machine. Unless you have a toll-free telephone line, the faxing is at the caller’s expense. A two-call faxback requires two calls. Someone calls from his telephone, indicates what documents to fax, and leaves his fax number. Amanda calls the fax machine and sends the documents. This second call is at your expense, so you may want to do two-call faxbacks only in your area code or under other special circumstances. You must have already installed and configured an appropriate fax modem for Amanda before the following examples can work. Sending Faxes to Amanda Before you can send faxes from Amanda, the data to be faxed must be stored on the hard drive. Because Amanda uses a proprietary fax format, you must fax the data to her. You can set up a mailbox to do both of the following: Receive the data that you fax to Amanda Store the faxes with numbered names in the C:\FAX directory, from which they can be used in one-call and two-call faxbacks You can also create the documents to be faxed using Amanda Fax. Copy those documents to Amanda using Amanda Monitor or the FileCopy command on Amanda Standalone’s Main screen. For more information about Amanda Fax, see Using [email protected]/DOS Workstation Features.
Chapter 12: Programming Examples 231 If you decide to use a fax machine and a mailbox, the mailbox that performs these tasks must have: Extension Field:@R(G1,%S1,30)J(“C:/FAX/ %S1”,””,”%X%FH”)G(999) DND: OFF Screen Calls: OFF Store Messages: YES Greeting 1: Please enter the number of the fax that you are sending new. %S1 must not be used in any other application. %X must be defined in 1001.PBX. %F must be the extension that is physically connected to the fax modem and must be set in the install.cfg file, the file controlled by the Setup utility. Do not enter more than eight digits in response to this greeting (because of DOS naming conventions). The number you enter becomes the name of the file. For example, if you type in 32, the fax is stored as C:\FAX\32. N OTE:You must have created the C:\FAX directory previous- ly. Amanda does not create this directory for you. One-call Faxback To set up a one-call faxback, you need to use one mailbox for each document. If you have no more than ten documents, you need only one mailbox for the greeting that supplies the menu of available documents. The following example assumes that you have three documents and uses only four mailboxes. The documents are named TECH1, TECH2, and TECH3 to represent technical reports #1 through #3. They are stored in C:\FAX. It uses mailboxes 92000 to 92003, but you can use any mailboxes.
232 Installing [email protected] Mailbox 92000 contains the menu. It should have the following settings and greetings: Extension Field: blank DND: ON Store Messages: NO Greeting 1: If you are calling from your fax machine, please press the number corresponding to the technical report you are interested in. For report #1 on SMDI, press 1. For report #2 on Service Plans, press 2. For report #3 on Upgrading Voice Boards, press 3. Menu 1: 92001 Menu 2: 92002 Menu 3: 92003 Mailbox 92001’s Extension field contains the tokens that send technical report #1. Extension Field:@T(C:/FAX/TECH1,,P(G1)%X%FH) DND: OFF Store Messages: NO Greeting 1: Please press the start button on your fax machine at the tone. Mailbox 92002’s Extension field contains the tokens that send technical report #2. Extension Field:@T(C:/FAX/TECH2,,P(G1)%X%FH) DND: OFF Store Messages: NO Greeting 1: Please press the start button on your fax machine at the tone. Mailbox 92003’s Extension field contains the tokens that send technical report #3. Extension Field:@T(C:/FAX/TECH3,,P(G1)%X%FH) DND: OFF Store Messages: NO Greeting 1: Please press the start button on your fax machine at the tone.
Chapter 12: Programming Examples 233 NOTE:All the quotation marks in these token examples are single quotation marks (although double quotation marks can be used). Forward slashes are used (although double back- ward slashes \\ can also be used with this token). Two-call Faxback This example allows the caller to select one or more fax documents, and leave his fax number. The steps are as follows: 1. Request the fax area code (this is to determine whether or not to set up for long distance dialing). 2. Confirm the area code. If it is not confirmed, go back to step 1. 3. Request the fax telephone number. 4. Confirm the telephone number. If it is not confirmed, go back to step 3. 5. Give the caller the fax document selections and allow him to make more than one selection. In this example, the documents are named TECH1, TECH2, and TECH3 to represent technical reports #1 through #3. The files are stored in C:\FAX. Mailbox 1000’s Extension field is programmed to ask the caller for his area code and store the DTMF tones entered by the caller as the variable %S1. Next it says the numbers that were entered by the caller so the caller can confirm, reenter, or exit the faxback routine. Extension Field:@R(G1,%S1,20)P(G2)P(%S1)M(G3,2,30) DND: OFF Store Messages: NO Greeting 1: Please enter the area code of your fax machine now. Greeting 2: You entered area code: Greeting 3: If this area code is correct, press 1 now. If this area code is not correct and you want to re-enter it, press 2 now. If you do NOT want to have documents faxed to you, press 3 to exit. Menu 1: 1001
234 Installing [email protected] Menu 2: 1000 Menu 3: 991 Mailbox 1001’s Extension field contains the tokens that determine whether or not the entered area code is local (assuming that the local area code is 714). If the area code is not local, it stores the long distance dialing digit 1 in the variable %S0. Extension Field:@I(%S1,=,714,1002)=(%S0,1)G(1003) DND: OFF Store Messages: NO If the area code is local, mailbox 1002’s Extension field sets both the long distance dialing string and the area code string to (the empty string). Extension Field:@=(%S0,)=(%S1,)G(1003) DND: OFF Store Messages: NO Mailbox 1003’s Extension field contains the tokens that request the fax telephone number and stores it in the variable %S2. Extension Field:@R(G1,%S2,40)P(G2)P(%S2)M(G3,2,30) DND: OFF Store Messages: NO Greeting 1: Please enter the telephone number for your fax ma- chine now. Greeting 2: You entered the fax telephone number: Greeting 3: If this fax telephone number is correct, press 1 now. If this number is not correct and you want to re-enter it, press 2 now. If you do NOT want to have documents faxed to you, press 3 to exit. Menu 1: 1004 Menu 2: 1003 Menu 3: 991
Chapter 12: Programming Examples 235 Mailbox 1004 contains a menu that lists the available documents. It should have the following settings and greetings: Extension Field:@(C:/FAX/TECH1)G(1005) DND: OFF Store Messages: NO Greeting 1: The technical report on SMDI will be faxed to you. Mailbox 10042’s Extension field contains the tokens that send technical report #2. Extension Field:@P(G1)>(C:/FAX/TECH2)G(1005) DND: OFF Store Messages: NO Greeting 1: The technical report on service plans will be faxed to you. Mailbox 10043’s Extension field contains the tokens that send technical report #3. Extension Field:@P(G1)>(C:/FAX/TECH3)G(1005) DND: OFF Store Messages: NO Greeting 1: The technical report on upgrading voice boards will be faxed to you.
236 Installing [email protected] Mailbox 1005 allows the caller to select another document to be faxed or to end the call (Menu 2 goes to 999). You might prefer to have Menu 2 return to the caller instructions mailbox 991. Extension Field: blank DND: ON Store Messages: NO Greeting 1: To request an additional document, press 1; to exit, press 2. Menu 1: 1004 Menu 2: 999 N OTE:All the quotation marks in these token examples are single quotation marks (although double quotation marks can be used). Forward slashes are used (although double backward slashes \\ can also be used with this token). IVR and Voice Form Applications This section provides guidelines for writing effective IVR (Interactive Voice Response) and voice form applications. It also provides examples of how to use Amanda’s menus, greetings, and messages as well as the Q(), M(), R(), and P() commands from Amanda’s Token Programming Language. Before you start, determine whether your application will be used by infrequent users, expert users, or both. You might need to design a training mode (which explains the choices— perhaps using a different voice for the explanations) and an expert mode (which offers minimal explanation). Consider using short-cut options that allow expert users to access information more quickly. Also think about the average user’s vocabulary and familiarity with similar systems as well as the type of telephone he will use and the location from which he will probably call. For example, don’t use technical terms with non-technical users. If you expect users to call from pay telephones, the noise around them might make voice response a poor choice.