Amanda Work Group 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...

238 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
 The caller doesn’t hear the Busy or RNA Greeting
 Notification does not work correctly
 The Host/Remote programs do...

Appendix A: Troubleshooting Amanda 239
Problem: The telephone switching system returns stutter dial tone on a trans-
fer hookflash.
Solution: If stutter dial tone is returned, change the value of the Number of seconds 
to wait for dial tone detection option to 0 seconds. (Run the Setup utility, 
selection 1.)
Problem: The telephone switching system does not return dial tone on a trans-
fer hookflash—and it is supposed to.
Solution: Do one or more of the following:
 Check your single line station card to...

240 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 unable to recognize a busy or RNA tone.
Solution: Rerun GetTones or AccuCall Plus to requalify the tones Amanda is lis-
tening for. See “Defining Dial Codes” on page 51 or “Using AccuCall 
Plus” on page 62.
Problem: Amanda is doing blind transfers rather than supervised...

Appendix A: Troubleshooting Amanda 241
Notification Does Not Work Correctly
If notification does not work correctly, one of the following may be causing 
the problem.
If using roving notification, make sure that all single line ports connected to 
the voice board ports get dial tone when they go off-hook and also program 
the phone system to grant all Amanda ports outside dial tone, when a 9 or 
some other code is dialed.
If using dedicated or restricted notification, make sure that the designated 
port...

242 Installing [email protected]/DOS
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 “Chapter 14: 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...

Appendix A: Troubleshooting Amanda 243
Problem: The Exclusion statement in CONFIG.SYS is incorrect.
Solution: Back up your existing CONFIG.SYS, AUTOEXEC.BAT, and \PLAT-
FORM\CONFIG files.
Then try to rerun, from the C:\ prompt, 1STTIME.BAT to reconfigure your 
PC’s memory.
Problem: There is a conflict between the settings in the CONFIG.SYS and 
\PLATFORM\CONFIG files.
Solution: Check to see that the dualport statement in the \PLATFORM\CONFIG 
file matches the first two characters in the exclusion (X=)...

244 Installing [email protected]/DOS 

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...

246 Installing [email protected]/DOS
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.
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...