Amanda Work Group Features Instructions Manual

							Chapter 2: Using Amanda Messenger 33
The options that you can control can be changed using Amanda Messenger or using the 
telephone. For more information, see 
Using [email protected]/Windows 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.
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 pro-
grammed dial actions in the Extension text box. Usually, this calls your exten-
sion.
Call Screening You can screen calls if the following conditions exist:
 This option is selected
 Do Not Disturb is cleared
 The Amanda system administrator has configured Amanda to per-
form supervised transfers
Amanda asks the caller, “At the tone, please say your name and company.” The 
caller’s response is played for you when you answer the telephone. You accept 
or reject the call based on who is calling. Press * to have the system repeat the 
name and company recording made by the caller.
If a mailbox has both Call Screening and Identify Called Party selected, you 
hear one of the following (depending on options set by your Amanda system ad-
ministrator):
 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 extensions that receive calls for more 
than one user, department, and so forth.) 
 Both the mailbox and the caller’s name and company. This allows you to 
accept or reject the call after hearing information about both the caller and 
the called party.
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 ex-
tension. (Messages are stored with the mailboxes, so each user’s messages are 
private.)
When Identify Called Party is cleared, Amanda plays a connection tone that 
only the called party can hear before connecting 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. 
						

							34 Using [email protected]/Windows Workstation Features
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. 
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 sys-
tem administrator—although you can reduce the number of seconds.
 Your caller waits while you notice that you have a waiting call and while you de-
cide 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 work-
station 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 35
5. By default, the Waiting Call dialog is made active, even if Amanda Messenger is min-
imized. 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 processed. Save your-
self (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….
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 taking, 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 greeting in addition 
to one of the seven greetings. 
						

							36 Using [email protected]/Windows Workstation Features
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.
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 mailbox 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, double-click it.
To remove more than one at a time, select them then click 
						

							Chapter 2: Using Amanda Messenger 37
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 selected work-
station 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 Greeting list box.
3. Click Hold.
After the hold, the Waiting Calls dialog box reappears so you can process 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 greetings) automatical-
ly.
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. 
						

							38 Using [email protected]/Windows Workstation Features
The Take Message Greeting dialog box appears.
2. Select the greeting that Amanda will play to your caller from the Greeting 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 greetings) automatically. 
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 Greeting list box.
3. Click Transfer.
The Transfer Waiting Call dialog box displays all the mailboxes on the Amanda sys-
tem.
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 mailboxes on the system by checking the Show All 
Mailboxes check box.)
4. Select a mailbox then click OK. 
						

							Chapter 2: Using Amanda Messenger 39
The Transfer Greeting dialog box displays your greetings.
5. Select a greeting then click OK.
T
IP:Record a special transfer greeting (one of your greetings) and con-
figure Manage Waiting Calls to use it automatically. 
Managing Greetings
Amanda provides a system Ring No Answer (RNA) greeting and a system busy greeting 
for when you do not answer or your extension is busy. Amanda also provides a default 
Name and Extension recording that identifies you by your mailbox. 
Unless these options have been locked by your Amanda system administrator, you can use 
Amanda Messenger to record or import .WAV files for:
 Up to seven greetings. (You can switch from one greeting to another as appropri-
ate.) For example, you can have one greeting for regular work days, another for 
after hours, another for when you are out of the office, and so forth.
 A custom busy greeting.
 A personalized Name and Extension recording.
Controlling the Greeting
You can use the system greeting or one of your own greetings. You can change them to 
suit your needs. For example, to use different greetings for when you are at your desk and 
when you are not, change your greeting as you leave and return. (Routine changes, such as 
for daytime and after-hours, can be scheduled. See your Amanda system administrator for 
details.)
Amanda plays the selected greeting when any of the following is true:
 Do Not Disturb is selected.
 Do Not Disturb is cleared, you do not answer the telephone, and the RNA Chain 
is blank.
 Call screening is selected and you reject the call.
If the mailbox is a message taker, Amanda plays the system greeting when the specified 
greeting does not exist. 
						

							40 Using [email protected]/Windows Workstation Features
To change the greeting:
1. On the Options menu, click Greetings…
The Greetings dialog box appears.
2. Select the greeting to be used from the Greeting drop-down list box.
The Maximum Length text box defines the maximum number of seconds allowed for 
each greeting. You cannot change this. It is under the control of the Amanda system 
administrator.
Controlling the Busy Greeting
You can use the system busy greeting or your own custom busy greeting (if your 
administrator has not locked the Custom Busy Greeting option).
To switch between the system and custom busy greetings:
1. On the Options menu, click Greetings…
The Greetings dialog box appears.
2. Select the On check box to use your custom busy greeting. Clear it to use the system 
busy greeting.
When this check box is selected, Amanda uses your custom busy greeting when your 
extension is busy. You can record the custom busy greeting only via the telephone. 
For more information, see 
Using [email protected]/Windows Telephone Features.
When cleared, the system busy greeting is used. The system busy greeting allows the 
caller to hold for the extension by pressing *, which, in turn, causes Amanda to play 
the Busy-Hold music file (about 30 seconds of custom music) before trying the exten-
sion again. If the extension is still busy, Amanda changes the prompt, allowing the 
caller to continue holding, enter another extension, or leave a message. 
The Maximum Length text box defines the maximum number of seconds allowed for 
your custom busy greeting. You cannot change this. It is under the control of the 
Amanda system administrator.
N
OTE:If the Extension text box in the General Mailbox Information dialog box 
indicates an unsupervised transfer (for example, 127H), calls cannot be 
placed on hold.
Playing a Greeting or Name and Extension Recording
You can listen to a greeting or your Name and Extension recording using either your 
telephone or your workstation’s sound card and speakers. (Which is used depends on the 
setting for Use Speakers. See “Setting Up Amanda Messenger,” earlier in this chapter, for 
more information.)
To play a greeting or your Name and Extension recording:
1. On the Options menu, click Greetings…
The Greetings dialog box appears.
2. Select Greeting, Name and Extension, or Custom Busy. 
						

							Chapter 2: Using Amanda Messenger 41
3. If you select Greeting, you also select the greeting to be played from the Greeting 
drop-down combo box.
(You have up to seven personal greetings and the system greeting to choose from.)
4. Click Play.
Amanda Messenger plays the greeting or calls you on the telephone to play the greet-
ing.
Recording a Greeting or Name and Extension Recording
You can record greetings or your Name and Extension recording using your telephone or 
your workstation’s sound card. (Which is used depends on the setting for Use Speakers. 
See “Setting Up Amanda Messenger,” earlier in this chapter, for more information.) When 
recording on your workstation’s sound card, the sound can go to the sound card from a 
microphone, CD ROM drive, or an inline jack. 
To record a greeting or your Name and Extension recording:
1. On the Options menu, click Greetings…
2. The Greetings dialog box appears.
3. Select Greeting, Name and Extension, or Custom Busy.
4. If you select Greeting, you also select the greeting to be played from the Greeting 
drop-down combo box.
(You have up to seven personal greetings to choose from.)
5. Click Record.
6. Do one of the following:
 If you have checked the Use Microphones check box in the Workstation Options 
dialog box:
a. Start talking to the microphone, playing a CD, or whatever is appropriate. 
b. When you are done, click Stop. (The Record button changes to a Stop button.)
The Approve or Reject dialog box appears.
c. Click Review to listen to your recording.
d. Click Save to save it or Cancel to reject it. If you reject the recording, redo 
steps 3 and 4.
N
OTE:For recordings made using the microphone, use the mixer to deter-
mine where the input is coming from. The mixer is usually a pro-
gram that comes with the sound card. It is also a standard multimedia 
application within Windows 95, 98, or NT called “Volume.”
 If the Use Microphones check box is unchecked, Amanda will call your extension 
and prompt you through the recording session.
See “Setting Up Amanda Messenger,” earlier in this chapter, for more information about 
workstation options.
Importing a Greeting or Name and Extension Recording
You can import a .WAV file for use as a greeting. For best results, use an 8-bit, mono 
.WAV file with a 11025kHz format. CD quality will also work. For a stereo .WAV file, you  
						

							42 Using [email protected]/Windows Workstation Features
can set the Stereo Import Conversion preference. See “Setting Up Amanda Messenger” 
and “Stereo Import Conversion,” earlier in this chapter for more information about 
converting .WAV files.
To import a .WAV file as a greeting or your Name and Extension recording:
1. On the Options menu, click Greetings…
The Greetings dialog box appears.
2. Select Greeting, Name and Extension, or Custom Busy.
3. If you select Greeting, you also select the greeting to be played from the Greeting 
drop-down combo box.
(You have up to seven personal greetings to choose from.)
4. Click Import….
The File Open dialog box appears.
5. Use the File Open dialog box to provide the path (drive, directory, and filename) for 
the .WAV file to be imported.
6. Click OK.
The Approve or Reject dialog box appears.
7. Click Review to listen to the .WAV file.
8. Click Save to save it or Cancel to reject it. If you reject it, you can redo steps 3 
through 7.
9. See “Setting Up Amanda Messenger,” earlier in this chapter, for more information 
about workstation options.
Naming an Greeting
To provide a name for a greeting:
1. On the Options menu, click Greetings…
The Greetings dialog box appears.
2. Select a greeting to be imported from the Greeting drop-down combo box. 
3. Click Edit Name….
The Greeting Name dialog box appears.
4. Type a name for the greeting in the text box. 
While you can type up to 50 characters in the text box, be aware that you can see only 
about 20 of those characters in the Greetings drop-down combo box.