Amanda Work Group Administration Guide
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Appendix C: Glossary11 3 nullEmpty string or empty value. on-hookWhen a port or extension is ready to take a call. When off-hook, a port or extension is not available to accept calls. PCPMProgrammed Call Progress Monitoring. See supervised call transfer. port (channel)A hardware device in the computer or telephone switching system where data can be accessed. When not prefaced by COM, serial, or parallel, this guide refers to a port created by connecting a telephone port to a voice board. Amanda supports from 2 to 24 ports. See also COM port, RS-232 port, serial port, and parallel port. prompt fileThe Amanda file containing all system prompts (prerecorded words, sentences, or questions) that are included within the Amanda soft- ware. The default prompt file is C:\AMANDA\ENGLISH.IDX. The Spanish and French versions of the system prompts are also available from The Amanda Company. reorder toneA fast busy or busy tone heard when you dial an invalid extension or when no intercom path is available. ring voltageA ring signal provided by the Central Office. It is generally 70 to 90 volts at 17 Hz to 20 Hz. sampling rateAn indication of the method used for digitizing sound which is re- quired before you can save prompts, greetings, and messages onto the hard disk. serverA shared computer on the LAN which provides services to the other nodes on the LAN. For example, Amanda interacts with all the nodes running the Amanda clients. SMDISimplified Message Desk Interface, a Bellcore standard, is a data line from the central office that sends information and instructions (about the caller and called party) to your on-site voice mail box. For exam- ple, if you call yourself, Amanda assumes you want to listen to your messages. SMDRStation Message Desk Reporting. See call accounting. status barArea at the bottom of the screen or window that describes actions cur- rently being performed within the program. stringA sequence of 0 or more characters. The length of a string is the num- ber of characters in the sequence. A space counts as one character when it appears anywhere within the sequence. A string of length 0 is null or empty. substringA portion of a string. For example, “EN” is a substring of “MEN” as well as “WOMEN”, or “TENTH”. supervised transferA type of call transfer in which Amanda stays on the line and listens to telephone switching system tone patterns after putting the caller on transfer hold. If what is heard does not match a Ring, Busy, or Reorder tone, the voice board driver reports an answer to Amanda. To com- plete the transfer, Amanda hangs up. (See also blind transfer.)
114 Administering [email protected]/Windows system integration patternsThe patterns expected from the telephone switching system when Amanda is integrated with the telephone switching system. These pat- terns can be defined using Setup option 3 or editing the same ASCII file that contains the dial codes (C:\AMANDA\PBX.DB 1001.PBX). The In- tegration Helper can assist in defining the correct patterns, or you can use the trace facility within Amanda. taskbarA tool used in Windows 95 that helps you track the programs you are currently running and gives you easy access to those you are not. This is typically located at the bottom of the screen and includes the Start button. timed break recallUsing ~ token to make Amanda pulse dial the digit 1 to effect a timed break recall. tokenA command in the Token Programming Language that cause Amanda to perform some action. For example, the P() token causes Amanda to play messages and so forth. Tokens usually appear in the Extension fields of mailboxes and in the Method fields of notification records. tone patternsThe Ring, Busy, Reorder, and Hangup tones that Amanda uses to su- pervise transferred calls. toolbarA bar of buttons which represent common tasks of the program you are using. traceA facility within the Amanda software which logs all activity on tele- phone ports into a file named C:\AMANDA\TRACE.OUT. This file can be viewed using any ASCII editor such as MS-DOS EDIT or JOVE (supplied by The Amanda Company). The TRACE.EXE utility allows you to review Amanda’s activities. When testing token programming, use the following command to start Amanda with trace turned on: C:\AMANDA /t /s 1300 This command also limits the size of the trace file to 1.3 MB so it can fit on a 3.5-inch floppy disk. The trace can be left on indefinitely and will retain only the last 1.3 MB of data. The /t turns on trace mode and the /s limits the size to the specified number of bytes. transfer dial toneThe solid (continuous) tone which must be heard by Amanda after a hookflash is performed and before DTMF digits representing the ex- tension to connect to are dialed. If one second of continuous dial tone is not detected by Amanda, a second hookflash is performed in order to get back to the caller. The absence of transfer dial tone is usually due to the fact that the telephone switching system does not have an available intercom path or DTMF receiver at the time. A non blocking telephone switching system is one that can guarantee transfer dial tone for all telephone ports by allocating one DTMF receiver per port. turnkey systemA system that comes ready to use. mailboxA unique number chosen to identify an Amanda voice mailbox. Any number from 0 to 99,999,999 is acceptable as a mailbox. unsupervised transferSame as blind transfer. voice boardThe audioboard which communicates with Amanda software and en- ables it to process incoming calls and/or make outbound calls.
Appendix C: Glossary11 5 voice formVoice response to a series of questions that constitute a form. For ex- ample, Amanda might ask a caller for his name, address, and other pertinent information for a mailing label. Using the Q() command in the Token Programming Language, all the caller’s answers can be stored as a message. voice notificationDialing an extension or an outside number and playing the mailbox’s Name and Extension recording and saying the total number of mes- sages and how many of them are unheard. This is useful when mes- sage waiting lights cannot be lit by a single line port or when users wish to be notified at home after hours. voice serverA server for voice messaging and related operations. The Amanda voice server interacts with all the nodes running the Amanda clients.
Symbols %R token 56 %V changing 61 /I command-line options 106 /P command-line options 106 /S command-line options 106 /T command-line options 106 Numerics 411 31, 41, 48 990 3, 26, 97 sample greetings 27 991 4, 29, 98 sample greetings 30 997 mailbox template 37, 38 999 administrator mailbox 15, 33 computer use of 87 displaying 87 recording system announce- ments 83 telephone use of 83 A accessing Amanda 105 Main screen 105 activation key defined 107 Adjust Maximum Rings 48 alphanumeric defined 107 Amanda 2 calling 25 current users 19, 22 logging on 19, 36 running as an NT service 13 shutting down 106 starting 13, 105 Amanda Administrator 2 exiting 36 help 37 logging back on 37 logging on to Amanda 33 starting 33 starting from Amanda Monitor 19 toolbar 37 Amanda Dialer 2 Amanda Fax 3 Amanda Messenger 2 Amanda Monitor exiting 19 help 19 logging back on 16 logging on 15 port information 17 starting from Amanda Admin- istrator 36 system information 17 toolbar 20 Amanda Unified Messenger 2 analog telephone defined 107 ANI defined 107 announcing called party 50 ANSWER 17 ASCII defined 107 attendant automated 1 off-duty 1 primary 1 secondary 1 audiotext defined 107 Auto Scheduler calendar 71 Auto Scheduler window 36, 37 automated attendant 1 defined 107 available disk space 17 B back-door attendant defined 108 backing up Amanda files 89 BackRest utility 89 BACKREST.EXE 89 beepers see pagers 53 blind transfer defined 108 BUSY 17 Busy Chain 51 busy count 17 busy hold music changing 84 busy message custom 50 locking 50 maximum length 50 system 50 Busy Message? 50 locking 50 C cadence defined 108 call accounting defined 108 Call Processing diagram 6 Call Screening 49 locking 49 call screening scheduling 73 called party identifying 50 Caller ID defined 108 Caller Instructions 29 caller instructions setup sheets 99 Caller Instructions mailbox 98 calling Amanda 25 home 65 pager 63, 64 Calls 52 calls ports 18 processing 5 Index
118 Administering [email protected]/Windows total taken 17 case-sensitive defined 108 CCB defined 108 center voice messaging 1 CHAIN 17 changing busy hold music 84 mailboxes 44, 52 notification execution days 59 notification execution intervals 60 notification execution times 60 notification Method fields 59 notification record templates 59 notification record types 59 notification records 59 notification template titles 59 pager telephone number for no- tification 61 report column order 80 report column widths 80 scheduling records 74 times 23 Variable field for notification 61 channel defined 108, 113 character defined 108 class of service defined 107 client defined 108 Client Connection defined 108 Client Connection Bank defined 108 client_activation_key 3 c-like escape sequence defined 108 CO defined 108 columns changing order in reports 80 changing widths in reports 80 command-line options 106 Comment 48 Company Greeting 26 Company Greeting mailbox 97 company greetings 97 component defined 108 compose defined 109 computers locking 14 security 14 Conn Secs 52 connection time total 52 conventions iii Copy Messages To 49 copying files 19, 23 mailboxes 36, 37, 44 copyright ii CPU idle time percentage 17 Created 52 creating informational mailboxes 42 mailboxes 36, 37, 52 mailboxes based on another mailbox 44 menu options 51 notification record templates 54 notification records 54, 58 range of mailboxes 44 report templates 78 reports 36, 78 reports from templates 80 scheduling records 70 system announcements 83 system-wide mailing lists 86 trace files 19, 22 trace in window 19 Current Greeting 50 locking 50 custom busy message 50 Custom Busy 50 locking 50 customer support 10 customizing reports 77 D D/T? 50 data corruption defined 109 dates Amanda last started 17 current 17 messages 50 next shutdown 17 resetting 19, 23 days notification 59 scheduling records 71 dB level defined 109 DBF file defined 109 dead call defined 109 dealer sales 10 dedicated notification defined 109 default box defined 109 default values defined 109 defining mailboxes 48, 52 delaying between greeting and next ac- tion 51 deleting mailboxes 36, 37, 45, 90 mailing lists 90 personal mailing lists 90 system announcements 84 DelUsers utility 90 DELUSERS.EXE 90 designing reports 36 diagrams Call Processing 6 Mailbox Processing 8 mailbox processing 7 DIAL 17 dial codes defined 109 Dir Name 1 48 Dir Name 2 48 direct call defined 109 direct message defined 109 direct message mailbox defined 109 directories employee 31, 48 Directory Name 1 48 Directory Name 2 48 disabling notification records 60 scheduling records 75 disconnect supervision defined 110 disconnecting users 23 disk notification 57 space free 17
Index 119 disk notification defined 110 disk space notification 57, 87 displaying current users 19, 22 files 95 mailbox 999 87 mailboxes 36, 37, 45 mailboxes and directory names 45 message statistics 90 status bars 19 toolbars 19 distribution sales 10 Do Not Disturb 48 locking 48 scheduling 73 Done Chain 30, 51 defined 110 DTMF 4 defined 110 E edit block defined 110 editing files 92 notification templates 91 VMB.DAT 91 emergency lists notification 67 employee directory 30, 31, 41, 48 employee directory mailbox defined 110 empty strings defined 110 Enabled field notification records 54 end user support 11 ending search 36 environment variables TZ 14 ERROR 17 errorlevel defined 110 examples reports 78 EXECUTE 18 execution error defined 110 exitcode defined 110 exiting Amanda Administrator 36 Amanda Monitor 19 Extension field 48 Extension fields scheduling 73 F FATAL 18 fax modems status 17 Faxes 52 faxing files 23 file names reports 81 files backing up Amanda 89 copying 19, 23 creating trace 19 displaying 95 editing 92 faxing 23 restoring Amanda 89 searching for strings 92 traces 21 tracing 92 viewing 95 FIND 18 finding mailboxes 36, 46 flash time defined 110 flash-hook defined 110 floppy disk drive defined 111 free disk space 17 freeze frame 21 G general mailbox 49 general protection fault defined 111 glare defined 111 GREETING 18 greetings caller instructions 29 changing automatically 27 company 26, 97 employee directory 32 locking 50 maximum length 50 naming 47 recording 26 samples for mailbox 990 27 samples for mailbox 991 30 scheduling 73 Grep utility 92 GREP.EXE 92 Groups 51 groups naming 47 notification 67 Guests 49 H Hang up mailbox 26 HANGUP 18 hangup supervision defined 110 hard disk defined 111 hard drive defined 111 hearing system status 85 help Amanda Administrator 37 Amanda Monitor 19 HOLD 18 home calling 65 hookflash defined 111 I I command-line options 106 ID Call?, Identify Called Party 50 identifying called party 50 IDLE 18 inband signaling defined 111 information mailboxes 4 information system 2 informational mailboxes 42 informational mailbox defined 111 informational mailboxes 42 installation support 11 instructions 98 setup sheets 99 integer defined 111 Integration Helper defined 111 integration timeout defined 111 Interactive Voice Response See IVR international sales 10 international support 10
120 Administering [email protected]/Windows intervals notification 60 scheduling 72 IVR defined 112 J JOVE utility 92 JOVE.EXE 92 jumper pins defined 112 L LAN defined 112 LANA defined 112 LANA number defined 112 length busy message 50 greetings 50 messages 49 less used with MSGLIST 91 Less utility 95 LESS.EXE 95 lights message 53 List Comment defined 112 List Del utility 90 LIST_DEL.EXE 90 listening system status 85 loading report templates 80 locking busy message 50 Call Screening 49 computers 14 Do Not Disturb 48 greeting 50 mailbox fields 48, 49 mailboxes 84 logging on Amanda 19, 36 Amanda (from Amanda Ad- ministrator) 33 Amanda Administrator 37 Amanda Monitor 15, 16 LOGIN 18 login time totals 52 Logins 52 defined 112 Logons defined 112 long pause defined 112 M MAIL 18 Mailbox field 48 mailbox 991 30 defined 112 general 49 mailbox 999 26 computer use of 87 displaying 87 telephone use of 83 mailbox checklist 101 Mailbox Processing diagram 8 mailbox templates 997 37, 38 mailboxes 411 31, 41, 48 990 3, 26, 27, 97 991 4, 29, 98 997 37, 38 999 15, 33 Calls 52 copying 36, 37, 44 creating 36, 37 creating a range 44 creating from another mailbox- es 44 creation date and time 52 currently in use 19, 22 date and time of last save 52 defined 114 deleting 36, 37, 45, 90 description 3 displaying 36, 37, 45 displaying with directory names 45 extensions 4 field definitions 48, 52 finding 36, 46 information 4 informational 42 kinds of 3 locking 84 modifying 44 moving from one to another 45 next 36, 37 personal 40 ports 18 previous 36, 37 process control 3 processing 7, 30 read-only 85 resetting 85 saving 36, 37 setup sheets 103 statistics 36, 52 template for 38 total notifications 52 total times processed 52 total transfers 52 unlocking 84 window 37 windows 36 mailing lists deleting 90 system-wide 86 Main screen accessing 105 managing reports 78 maximum messages 52 time busy message 50 time per greeting 50 time per messages 49 Maximum Rings 48 MENU 1-8 18 TOP 18 menu bar defined 112 menu options creating 51 Menus 51 menus setup sheets 100 system administrator 83 using Amanda Monitor 19 message lights 53, 62 notification 56 messages dates and times 50 displaying mailbox statistics 90 maximum at one time 52 maximum length 49 number unheard 52 reporting mailbox statistics 90 seconds of voice mail in mail- box 52 storing 49 total currently in mailbox 52 total since creation 52 Messages Maximum 52 Messages Total 52 messaging center 1 Method fields 59 MF defined 112
Index 121 modified_call_screening 49 modifying mailboxes 44, 52 notification record templates 59 notification records 59 pager telephone number for no- tification 61 scheduling records 74 Variable field for notification 61 monitored transfer defined 112 moving from mailbox to mailbox 45 MSGLIST used with less 91 MsgList utility 90 MSGLIST.EXE 90 N n_clients 3 Name and Extension recording 50 Name/Ext? 50 naming greetings 47 groups 47 NDIS defined 112 NetBEUI defined 112 NetBIOS defined 112 network defined 112 new messages 52 non-empty strings defined 112 normal notification 56 notification changing execution days 59 changing execution intervals 60 changing execution times 60 changing Method fields 59 changing notification record templates 59 changing notification records 59 changing pager telephone num- ber 61 changing record types 59 changing template titles 59 changing Variable field 61 creating notification record templates 54 creating notification records 54 creating records from templates 58 disabling 60 disk space 57, 87 emergency lists 67 Enabled field 54 examples of 62 execution days 59 execution intervals 60 execution times 60 groups 67 message lights 56 Method fields 59 next 17 normal 56 pager 63 pager relayed telephone num- ber 64 pickup 56 record types 59 records needed 53 relay page 64 stopping 60 system administrator 87 telephone numbers 56 template titles 59 templates 54 total successful 52 urgent 57 Variable field 54 voice 62 notification records setup sheets 104 notification template defined 112 notification templates editing 91 Notifies 52 notifies totals 52 NOTIFY 18 Notify window 36, 37 NT services Amanda as a service 13 null defined 113 numbers Amanda versions 17 voice board driver versions 17 O off-duty attendant 1 on-hook defined 113 options, command-line 106 ordering columns in reports 80 P P command-line options 106 page numbers reports 77 pager calling 63, 64 notification 63 notification with telephone number 64 pagers 53 notification 56 passwords 15, 33 PCPM 18 defined 113 personal mailboxes 40 personal mailing lists deleting 90 phantom call defined 109 pickup notification 56 Play Date & Time 50 port information Amanda Monitor 17 ports active number 17 calls 18 defined 108, 113 mailboxes 18 message lights 53 resetting 19, 20 status 17 times last used 18 tracing activity 20 types 17 preferences user 39 previewing reports 37 primary attendant 1 printing previewing reports 37 reports 37, 81 setup 37 process control mailboxes 3 processing calls 5 mailboxes 7 prompt files defined 113
122 Administering [email protected]/Windows Q questionnaire user 39 R range creating mailboxes 44 Read-Only 48 read-only mailboxes 85 real time tracing 21 Record Name and Extension 50 RECORDING 18 recording caller instructions 29 company greeting 26 greeting for employee directory 32 Name and Extension recording 50 system announcements 83 records creating scheduling records 70 notification setup sheets 104 reference Mailbox fields 48, 52 relay notification 56 reorder tone defined 113 report templates creating 78 loading 80 reusing 80 Report window 37 reporting message statistics 90 Reports MSGLIST.EXE 90 reports changing column order 80 changing column widths 80 creating 78 creating from templates 80 customized 77 designing 36 example 78 file names 81 managing 78 page numbers 77 print preview 37 printing 37, 81 saving 36, 81 Reports window 36 reset time totals 52 resetting dates 19, 23 mailboxes 85 ports 19, 20 times 19, 23 restarting Amanda 105 restoring Amanda files 89 reusing report templates 80 reviewing system status 85 RING 18 ring voltage defined 113 ringing Ring No Answer 48 rings scheduling 73 RJ-11 defined 107 RJ-14 defined 107 RJ-XX defined 107 RNA 18, 50 RNA Chain 51 RNA greetings scheduling 73 S S command-line options 106 sales dealers 10 distribution 10 international 10 sample greetings mailbox 990 27 mailbox 991 30 sampling rate defined 113 Saved 52 saving changes to mailboxes 36 mailboxes 37, 52 reports 36, 81 scheduling call screening 73 creating 70 creating records 70 defining 70 description 69 disabling 75 Do Not Disturb 73 execution days 71 execution intervals 72 Extension fields 73 greeting changes 27 rings 73 RNA greetings 73 stopping 75 testing records 70 scheduling records changing 74 changing execution interval 74 changing start date 74 modifying 74 searching files 92 mailboxes 36, 46 specify criteria 36 secondary attendant 1 security computers 14 Security Code 48 security code default 29 security codes 15, 33 SEND 18 server defined 113 service 10 setting up printer 37 setup sheets 99, 103, 104 menus 100 shutdown next 17 shutting down Amanda 106 SMDI defined 113 SMDR defined 113 space free 17 notification 57 started Amanda 17 starting Amanda 13, 105 Amanda Administrator 33 Amanda Administrator from Amanda Monitor 19 Amanda Monitor from Amanda Administrator 36 search 36 trace 21 Start-up system 105 statistics mailboxes 36, 52