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 everyone even if the customer service representative 
you have been working with is out of the office: [email protected].
Resetting a Port from the Main Screen
The Main screen is used primarily for information about the system. 
However, Amanda also allows you to reset a port from the Main screen so 
that the system does not have to be completely shut down. This is a hidden 
feature, so that people will not accidentally make a port idle. No dialog box 
appears on the screen. 
If you are using the server version of Amanda, the same feature is available 
within the Monitor client which is usually used by the system administrator.
Ports are represented by two digits. Port 1 is 01, port 5 is 05, port 13 is 13, 
and so forth.  
						

							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 Host/Remote programs do not work
 System halts
 Miscellaneous
Amanda Does Not Transfer the Call
If Amanda does not transfer the call, one of the following may be causing the 
problem.
Problem: The mailbox has Do Not Disturb turned ON.
Solution: If ON, no transfer is attempted and the caller immediately hears the cur-
rent greeting of the mailbox. Check the mailbox you are calling to make 
sure Do Not Disturb is OFF.  
						

							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 switching system’s intercom path capability to see 
if additional hardware will add more intercom paths.
Ports Do Not Work
If Amanda ports are not working properly, one of the following may be 
causing the problem.
Problem: The port locks up.
Solution: With the system-wide Priority Call feature enabled, a port is locked if the 
Priority soft key is pressed before Amanda can answer a call from a 
Norstar station. The port remains locked until another call is placed and 
the Priority soft key is pressed once more. There is little chance that this 
will occur because:
 The soft key is available for use only about 5-8 seconds
 There is no reason to use this key with an Amanda port
However, there is also no way to disable the Amanda port from receiving 
this type of call. The only fix is to disable the feature on a system-wise basis 
which means resetting every station.
Problem: The ports do not work.
Solution: After Amanda is up and running, if you plug and unplug digital ports to 
Amanda, they do not work. You must restart Amanda. The blinking LED 
on the Amanda Company voice board lets you know whether all, some, 
or none of the ports are connected to the KSU. 
1 blink All ports connected 
2 blinks Some ports connected 
3 blinks No ports connected 
If you see 4 blinks, the Amanda Company voice board has not been 
initialized. 
						

							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 
1.) If the integration codes are unique, blind transfers are OK, but the sta-
tions must be forwarded back to Amanda.
Problem: The U token (used to indicate a partially supervised transfer) is un-
recognized, so the call is not processed correctly.
Solution: Remove the U token and place the call again to see if the greeting can be 
heard or look at the trace file to see which token within the extension field 
is failing.
Problem: The integration patterns are incorrect.
Solution: Run a trace on the system to see if the integration strings coming across 
the port match the ones Amanda is expecting. (Run the Setup utility, se-
lection 1.)
Problem: The Busy and Ring No Answer integration patterns are identical, so 
Amanda treats both types of calls the same.
Solution: Remove one of the integration strings by running the Setup utility, selec-
tion 1. Integration strings include:
 busy (bbbb)
 ring no answer (rrrr)
N
OTE:This prevents the caller from hearing one of the two greet-
ings. You should remove the busy integration string (the 
one including the b’s). 
Problem: The Busy chain or RNA chain sends the call to another mailbox.
Solution: Check the mailbox you are calling to be sure the Busy and RNA chains 
are empty. 
						

							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 string in the Notify Method field for the mail-
box does not contain an H.
Problem: Using %E in a Method field
Solution: You cannot use %E in a notification Method field unless the Extension 
field contains only the extension number. To insert an extension number 
into a Method field when you cannot use %E, do one of the following:
 Use %U instead of %E if the extension number and the mailbox 
number are the same
 Put the extension number in the Variable field in the notification 
record and use %V in the Method field
Problem: Timing problems (pager with voice greeting, Amanda not waiting 
for dial tone).
Solution: Call the pager and count the seconds and/or rings it takes to respond. Use 
the W token to wait an appropriate time and/or number of rings.
Problem: Wrong type of notification record.
Solution: Be sure you selected the right type for the notification record. For exam-
ple, the notification record that turns the message light off must have the 
type PICKUP.
Problem: Max Times is set for 0.
Solution: Make the value in the Max Times field in the Notify record greater than 
zero. 
						

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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 if “rem” is in front of 
LH HOST  /4 statement. Or type LH HOST /x with the COM port x at the 
DOS prompt (C:\).
Problem: Host is installed on the wrong COM port.
Solution: Check what COM port your modem is using and change the LH HOST 
statement to use that port number.
Be sure that the host program is not using the same COM port as any other 
process, such as SMDI or your fax modem.
Problem: An internal modem is being used and there is an IRQ or a COM port 
conflict with the computer’s controller card.
Solution: Check your computer’s controller card and verify that your modem’s 
COM port is disabled on the controller card.
Problem: Remote is installed on a COM port other than COM 1 or 2.
Solution: To use the Remote program, the modem must use only COM 1 or COM 
2. Verify that the modem is set for one of these ports. Then run the remote 
program designating the correct port.
Problem: Other communications software is still running.
Solution: Remove all other remote software from the computer’s AUTOEX-
EC.BAT file and do not load any other remote software manually.
System Halts
Problem: The lpt_port option is set to a non-zero number but no printer is at-
tached.
Solution: Run Setup as explained in “Running Setup” on page 111. Select System 
Configuration Options, then General Configuration, then General De-
faults. Change x in “Printer attached to LPT [x]” to zero if no printer is 
attached. 
						

							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 of the sets/telephones (which are copied into the 
mailbox Set Name fields by Autocreate or entered manually)
The number of a mailbox defined in Amanda 
The best way to resolve the conflict is to review (and reassign if necessary) 
the names assigned to the Lines in the Norstar. Callers will hear the EYSC 
prompt only if one of the above conditions is true AND if Amandas first 
port is busy (so the CO call is forwarded in the hunt group).
Problem: No Button Free Message appears.
Solution: If you see the “No Button Free” message, eight or more lines are pro-
grammed to appear on Amanda’s emulated 7310 port. A properly pro-
grammed Norstar must have ALL lines programmed to the first set 
(Amanda port 1). This causes all calls to come in on the SINGLE inter-
com line. Call forwarding handles the distribution of these calls, and the 
SINGLE intercom button works effectively as a loop key.
Problem: Amanda asks for a demonstration password.
Solution: If Amanda asks you for a demonstration password, you almost certainly 
have an IRQ conflict. The Amanda Company voice board driver is not 
loaded correctly and the STATUS line in C:\BOOTLOG contains one or 
more 3s-instead of one or more *s (asterisks). (You should have one * for 
each pair of ports on the Amanda system. For example, a four-port sys-
tems boot log has the line STATUS **.) 
A side-effect of this IRQ problem is that Amanda asks for a demo password.  
						

							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 the voice boards for the duration 
of the configuration process. Set the I/O for 340 and then reinstall the voice 
boards.
If you must use settings other than the default settings, you will need to edit 
your PROTOCOL.INI and reconfigure your system accordingly.
Common Error Messages
Problem: NetBIOS Not Available
Solution: The protocol required to run the Amanda Clients is NetBIOS.
To define the NetBIOS protocol in Windows 3.11:
1. From the Program Manager, select Network. 
						

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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 to be default.
Problem: Server not available.
Solution: The most likely solutions are:
 The computer on which the server runs needs to be turned on
 The server may not be enabled
However, if the problem is not so easily resolved, check (on the client 
workstation) for how NetBEUI is latched. (See the preceding problem for 
how to view network settings.) If NetBEUI is displayed more than once, 
select the one that is NOT latched to NE2000. It is most likely latched to a 
Dial Up Adaptor or similar setting. Disable this so that the client finds the 
server on the network instead of looking at the Adaptor first.