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 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
Amanda standalone uses the Main screen primarily to display 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.  
						

							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 not work
 You see the message: RDSP Not Located at any Interrupt Vector
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. 
Problem: The dial codes are incorrect.
Solution: Run the Setup utility, selection 1, to verify that the dial codes are correct 
for the telephone switching system Amanda is connected to.
N
OTE:The telephone switching system dial codes should be in the 
system’s manual. 
						

							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 see if it is operating properly
 Use a buttset or single line telephone to verify that the switch is not 
giving dial tone to the ports
 Check to see that you have enough Touch Tone Receivers (TTRs, 
also called DTMF receivers)
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: An additional hookflash is needed because the transfer involves both 
Centrex lines and a telephone switching system.
Solution: Include another F- in the Dial code to put a caller on transfer hold option 
(also known as dl_dtwait). (Run the Setup utility, selection 1.)
Problem: The call progress tones are not correct.
Solution: You should use GetTones or AccuCall Plus to correct the call progress 
tones. See “Defining Dial Codes” on page 51 or “Using AccuCall Plus” 
on page 62.
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. 
						

							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 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 3.)
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 3. 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 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 has the attributes stated in the above paragraph.
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 code for message waiting lights.
Solution: Check your telephone switching system manual to verify that the codes 
for turning on a message waiting light from a single line extension are 
correct. Test by using a single-line telephone or sending both on and off 
strings.
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. 
						

							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 “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.
Message:  RDSP Not Located at Any Interrupt Vector
If you see the RDSP Not Located at any Interrupt Vector message, one of the 
following may be causing the problem.
Problem: The CMOS settings are incompatible.
Solution: Make sure the CMOS settings disable all adapter ROM shadowing or 
shadow RAM, except for the F000 (hexadecimal) segment/system ROM 
shadow. 
						

							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=) statement in 
the CONFIG.SYS file.
N
OTE:Reboot after making any changes in the CONFIG.SYS file, 
AUTOEXEC.BAT file, or \PLATFORM\CONFIG file.
Problem: RHETDRV.EXE and VOICECNF.EXE files are not the same ver-
sion.
Solution: As installed, RHETDRV.EXE and VOICECNF.EXE are Version 7.27. 
Each earlier version has the file extension that matches its version num-
ber. For example, RHETDRV.554 means Brooktrout driver version 5.54.
Problem: The Brooktrout board is not installed or properly seated in the PC.
Solution: Turn the power off and check that the board is properly seated in its slot 
on the motherboard.
System Halts
Problem: The 727 Brooktrout driver is installed and the rotary configuration 
option is set to true.
Solution: The 727 Brooktrout driver (shipped with Amanda version 6.02) does not 
support rotary. You can switch to the 537 drivers. First save VOICEC-
NF.EXE as VOICECNF.727 and RHETDRV.EXE as RHETDRV.727. 
Then copy VOICECNF.537 to VOICECNF.EXE and RHETDRV.537 to 
RHETDRV.EXE. These files are in C:\PLATFORM.
Problem: The lpt_port option is set to a non-zero number but no printer is at-
tached.
Solution: Run Setup as explained in “Chapter 6: Running the Setup Utility.” Select 
System Configuration Options, then General Configuration, then Gener-
al Defaults. Change x in “Printer attached to LPT [x]” to zero if no printer 
is attached.
Problem: The host is loaded on a non-existent COM port.
Solution: Check to see that the internal modem has not been removed. 
						

							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 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. 
						

							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 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.