Amanda Work Group Features 7 Xx Instructions Manual

							Chapter 2 Using Amanda Messenger 33
You can reset these options using your telephone as well as Amanda 
Messenger. For more information, see
 
Using [email protected] 
Telephone Features
.
 Request changes to be made by the administrator
Changing Basic Options
You can view and often change your mailbox’s basic options. For example, 
you can:
 Always control options such as whether Amanda plays the date and 
time
 Control options such as Do Not Disturb only when your system ad-
ministrator has not locked those features
The options that you can control can be changed using Amanda Messenger 
or using the telephone. For more information, see 
Using [email protected] 
Telephone Features
.
To view basic options:
 On the Options menu, click Basic Options…
The Basic Options dialog box displays the options that are described in 
the following table. 
						

							34 Using [email protected]/DOS Workstation Features
Basic Options
OptionDescription
Do Not DisturbWhen this check box is selected, Amanda plays the Ring No Answer 
(RNA) greeting without trying to call you. When cleared, Amanda 
performs the programmed dial actions in the Extension text box. Usu-
ally, this calls your extension.
Call Screening You can screen calls if the following conditions exist:
 This option is selected
 Do Not Disturb is cleared
 The System Administrator has configured Amanda to per-
form supervised transfers
Amanda asks the caller, “At the tone, please say your name and com-
pany.” The caller’s response is played for you when you answer the 
telephone. You accept or reject the call based on who is calling. 
If a mailbox has both Call Screening and Identify Called Party select-
ed, you hear one of the following (depending on options set by your 
system administrator):
 Only the mailbox that the call is for. Callers are not asked for 
their name and company. In this way, you can accept or reject 
the call based on the called party. (This is designed for exten-
sions that receive calls for more than one user, department, and 
so forth.) 
 Both the mailbox and the caller’s name and company. This al-
lows you to accept or reject the call after hearing information 
about both the caller and the called party. 
						

							Chapter 2 Using Amanda Messenger 35
Managing Waiting Calls
 If a call arrives while you are using your extension and you use the Manage 
Waiting Calls feature, the Waiting Calls dialog box appears on your 
workstation. 
Identify Called PartyWhen this check box is selected and Amanda performs a supervised 
transfer, Amanda plays the Name and Extension recording of the 
mailbox that was called. This is useful when two or more mailboxes 
ring the same telephone extension. (Messages are stored with the 
mailboxes, so each user’s messages are private.)
When Identify Called Party is cleared, she plays a connection tone 
that only the called party can hear before she connects the caller. 
N
OTE:  If the Extension text box in the General Mailbox Information 
dialog box indicates an unsupervised transfer (for example, 127H), 
Identify Called Party is not available.
Play Date & TimeWhen this check box is selected and a message is played, Amanda 
plays the date and time when that message was recorded followed by 
the message itself. When cleared, the date and time are not played. 
N
OTE:  If you are listening to the message over the telephone, you can 
press 74 at any time during the message to hear its date—even if this 
option is cleared.
Basic Options (Continued)
OptionDescription 
						

							36 Using [email protected]/DOS Workstation Features
Use it to:
 Connect to the waiting caller (after you terminate the current call)
 Transfer the caller to a coworker
 Place the caller on hold
 Have Amanda take the caller’s message
Preparing for Waiting Calls
For minimal preparation for managing waiting calls, perform steps 1 through 
3 of the following procedure. While this is the simplest way to set up for 
waiting calls, remember:
 You have only a few seconds to respond to a waiting call after 
Amanda notifies you about it. After the time expires, Amanda treats 
your waiting call as though Manage Call Waiting was not being used 
and puts the caller on hold.
N
OTE:The amount of time depends on the setting for the 
tmo_call_screening configuration option set by your 
Amanda system administrator—although you can re-
duce the number of seconds.
 Your caller waits while you notice that you have a waiting call and 
while you decide what to do with it.
It is best to make complete preparations for waiting calls.
To set up Amanda Messenger so that you can manage waiting calls:
1. On the Options menu, click Workstation Options….
The Workstation Options dialog box appears.
2. Select Use Speakers so you can play the name and company after your 
caller records it (if you have a sound card).
3. Select Manage Waiting Calls so the Waiting Calls dialog box appears on 
your workstation when your extension is busy and another call arrives.
4. Click Notification… to control how Amanda Messenger notifies you 
about calls that arrive while your extension is busy.
The Notification Options dialog box appears. 
						

							Chapter 2 Using Amanda Messenger 37
5. By default, the Waiting Call dialog is made active, even if Amanda 
Messenger is minimized. It is best to keep Make Window Active and 
Restore if Minimized selected. 
 To hear a beep, select beep then click OK.
6. Click Configuration… to streamline the way waiting calls are pro-
cessed. Save yourself (and your caller) time by deciding in advance 
about:
 Which greeting to play when you want to:
 Put the caller on hold
 Have the caller leave a message
 Transfer the caller to a coworker
 Which coworker to transfer calls to or which coworkers to put on 
your personal transfer list
Use the following procedures to set the remaining options you need.
To specify greetings for waiting calls:
1. Click Configuration…. 
						

							38 Using [email protected]/DOS Workstation Features
The Waiting Call Configuration dialog box appears.
2. Click the Edit... button beside the type of response: Hold Greeting, Take 
Message Greeting, or Transfer Greeting.
The Hold Greeting, Take Message Greeting, or Transfer Greeting dialog 
box appears.
3. Select one of the entries in the Greeting List box.
Selecting Prompt (the default) allows you to postpone a decision about 
what greeting to play until after the call arrives. 
(Use this if you have more than one greeting for a hold, for message tak-
ing, or for transferring. For example, if you transfer one type of call to 
one coworker and another type of call to another coworker, you might 
have a separate greeting for each type of call.)
In the Hold Greeting dialog box, you can select the custom busy greet-
ing in addition to one of the seven RNA greetings.
Amanda Messenger will automatically play this greeting whenever you 
respond to a waiting call with this type of response.
4. Repeat steps 2 and 3 for other types of call responses. 
						

							Chapter 2 Using Amanda Messenger 39
To specify a single coworker:
1. Click Configuration….
The Waiting Call Configuration dialog box appears.
2. Click the Edit... button beside Transfer to Mailbox.
The Transfer Mailbox dialog box appears.
3. Select the mailbox (or select prompt to postpone the selection of a mail-
box until after the call arrives).
Amanda Messenger will transfer all the waiting calls that you decide to 
transfer to this mailbox.
To create a personal list of mailboxes to which you transfer calls:
1. Click Configuration….
The Waiting Call Configuration dialog box appears.
2. Select one or more mailboxes from the Mailbox List box.
3. Click >>Add>> to add them to the Personal List box.
Amanda Messenger will display this list when you decide to transfer a 
waiting call.
T
IP:Double-click a mailbox to immediately add it to the 
Personal List box. 
To remove a mailbox from the Personal List box, dou-
ble-click it.
To remove more than one at a time, select them then 
click 
						

							40 Using [email protected]/DOS Workstation Features
3. Type a number of seconds in the text box.
Managing a Call after Minimal Preparation
The following procedures explain how to use Manage Waiting Calls without 
doing any preplanning. A little preparation on your part can save you steps 
and, more importantly, time. You have only a few seconds to manage the call 
before Amanda places it on hold—just as she does without Manage Waiting 
Calls.
To listen to the name and company name of your caller:
1. From the Waiting Calls dialog box, click Play Name.
Note:Play Name is not available if Use Speakers is not a se-
lected workstation option.
2. Do one of the following procedures.
To place this waiting call on hold:
1. From the Waiting Calls dialog box, click Hold.
The Hold Greeting dialog box appears.
2. Select the greeting that Amanda will play to your caller from the Greet-
ing list box. 
						

							Chapter 2 Using Amanda Messenger 41
3. Click Hold.
After the hold, the Waiting Calls dialog box reappears so you can pro-
cess this call again.
T
IP:Configure Manage Waiting Calls to use either your custom 
busy greeting or a specially recorded hold greeting (one of 
your RNA greetings) automatically.
To connect yourself to the caller:
 From the Waiting Calls dialog box, end your current call then click 
Connect.
To have the caller leave a message:
1. From the Waiting Calls dialog box, click Take Message.
The Take Message Greeting dialog box appears.
2. Select the greeting that Amanda will play to your caller from the Greet-
ing list box.
3. Click Take Message.
T
IP:Configure Manage Waiting Calls to use either your usual 
RNA (Ring No Answer) greeting or a specially recorded 
take-message greeting (one of your RNA greetings) auto-
matically.  
						

							42 Using [email protected]/DOS Workstation Features
To transfer this call to a coworker:
1. From the Waiting Calls dialog box, click Transfer.
The Transfer Greeting dialog box appears.
2. Select the greeting that Amanda will play to your caller from the Greet-
ing list box.
3. Click Transfer.
The Transfer Waiting Call dialog box displays all the mailboxes on the 
Amanda system.
T
IP:Configure a mailbox for all transfers or make a transfer 
list so you can select from a smaller list instead of all 
the mailboxes in the Amanda system. (If you have a 
personal transfer list, you can still view all the mail-
boxes on the system by checking the Show All Mail-
boxes check box.)
4. Select a mailbox then click OK.