Amanda Work Group Manual
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Chapter 5: Configuring Amanda 51 27) Do you want Amanda to let the user know who the call is for? (This is primarily for people who answer calls for more than one per- son or share a telephone.)YESMailbox 997 settingFrom the Options group box, select the Identify Called Party check box. NOFrom the Options group box, clear the Identify Called Party check box. 28) If YES to 27, do you want Amanda to let the user accept or re- ject the call based on who it is for?YESMailbox 997 settingFrom the Options group box, select the Call Screen- ing check box. NOUse the settings already specified for Screen Calls and ID Call? in questions 20, 21, and 27. 29) If YES to 28, do you want users to hear: Both who is calling and who the call is for. Only who the call is for.BOTHGlobal settings parameter is modified_call_ screeningSet the parameter to False. ONLY WHO CALL IS FORSet the parameter to True, which is the default. 30) Do you want to use a system or custom Name/Extension recording? (The system recording says the mailbox number instead of the us- er’s name. For example, if the user’s mailbox is 143, Amanda says “For mailbox 1-4-3.”) N OTE: It is a good idea to have someone with a good voice make a Name/Ex- tension recording for each user, so Amanda identifies users by name on the first day, even if you allow custom name/ extension recording. SYSTEMMailbox 997 settingFrom the Options group box, clear the Record Name & Extension check box. CUSTOMFrom the Options group box, select the Record Name & Extension check box. Each user should make a re- cording. Until a user makes his recording, the system recording is used. 31) Do you want to log information about messages? If YES, the MSG.LOG file will store: The date and time every mes- sage is received The date and time every mail- box is checked for messages along with the DTMF the user enteredYESGlobal settings parameter is msg_logSet the parameter to True. NOSet the parameter to False, which is the default. 32) Do you want to log information about accesses to mailboxes? If YES, the USER.LOG file will store the date, time, and mailbox when any mailbox is accessed by DTMF. This file can be analyzed for call distributions and accesses by dates, days, and times.YESGlobal settings parameter is user_logSet the parameter to True. NOSet the parameter to False, which is the default. 33) What password does the admin- istrator want to use for Amanda? (You may not want to write this down, but be sure that it gets reset. The default is AMandA with the first two and the last letter capital- ized.)Write pass- word here.Global settings parameter is passwordEnter a password which contains no more than eight letters. Passwords are case-sensitive. First Use Questionnaire (Continued) QuestionCircle ResponseLocation and/or ParameterAction
52 Installing [email protected]/Windows 34) What language should Amanda use for prompts, such as “Please hold…?” (You can offer information in more than one language, ask for details.)ENGLISH SPANISHGlobal settings parameter is prompt_fileSet the parameter to one of the languages. ENGLISH is the default. If you do not select English, you must also install the prompts for the language. 35) Will Amanda be connected to a printer so that you can print reports?YESGlobal settings parameter is lpt_portSet the parameter to 1. NOSet the parameter to 0, which is the default. 36) What words do you want the screen saver to display on the Amanda computer? (Write the words. The default is “Buy more Amandas.”)Write a phrase.Global settings parameter is advertisingSet the parameter to an acceptable phrase. Recom- mended length is up to 30 characters, but maximum length is 80. 37) When users don’t delete mes- sages, they accumulate. Do you want to get rid of messages that have been listened to and have been around for a long time? Be aware that deleted messages are gone forever.YESGlobal settings parameter is purgeSee Action for Question 38. NOSet the parameter purge to 0, which is the de- fault. 38) If YES to 37, write a number of days (from 1 to 99) after which a message that has been heard should be deleted.Write a num- ber (1-99).Global settings parameter is purgeSet purge to x , where x is the number of days (1- 90) after being heard that a message is purged. 39) Do you want to change the The Amanda Company hold music to another type of music?YESGlobal setting parameter is hold_musicSet to one of the available music types: Bluegrass, Country1, Country2, Jazz, Jennifer2 (a jazz composi- tion by an eight-year-old named Jennifer), Rock1, or Rock2/ NOSet the parameter to Traditional, the default. 40) Do you want to use the hold music provided by The Amanda Company or hold music and mes- sages of your own?The Amanda CompanyN/AAmanda plays C:\AMANDA\HOLD.VOX by de- fault. YOUR OWNThere is no parameter or mailbox field for this. To rerecord HOLD.VOX: 1. Shut down Amanda. 2. At the DOS prompt (C:\AMANDA), type: COPY HOLD.VOX MUSIC.VOX so you can use this file later. If you already have a MUSIC.VOX file, use another name. 3. Restart Amanda. 4. Using the telephone, log in to the system admin- istrator mailbox (999), select 8 for the System Administration menu, then 3 to record the busy- hold music. 5. Make your recording. It becomes the file C:\AMANDA\HOLD.VOX and is played by Amanda to callers on hold. 6. If you create HOLD0.VOX, HOLD1.VOX, etc. Amanda plays them after HOLD.VOX if the extension remains busy. Each one is created as HOLD.VOX, and must be changed to HOLDx.VOX with a DOS command: COPY HOLD.VOX HOLDx.VOX Do the recording for the real HOLD.VOX (the first music/message the caller hears) last. First Use Questionnaire (Continued) QuestionCircle ResponseLocation and/or ParameterAction
Chapter 5: Configuring Amanda 53 Configuring a New Installation Amanda has over 200 configuration parameters and settings. They are what make Amanda so powerful and flexible. You will probably leave over 90% of those parameters set to their default settings. However, armed with the answers to the First Use Questionnaire, you should review the most commonly changed parameters (those in the General Configuration section of the Setup utility). To set a new Amanda system’s general configuration parameters: Run Setup as explained in “Chapter 2: Getting Started.” Using Default and Recommended Mailboxes The following is a complete list of the default (and recommended) mailboxes in case you need to change (or set) them. If two departments share an Amanda system, you might use these mailboxes for one department and create another set for the other department. (For more information about sharing an Amanda system, see “Sharing Amanda” on page 110.) If you intend to use the defaults, don’t overwrite these mailboxes when you create new mailboxes for employees. Default and Recommended Mailboxes Mailbox Configuration Option Purpose 0(no option)Mailbox for operator or receptionist. Mailbox 0 has been created for you. By default, this mailbox has Do Not Disturb locked OFF, call screening locked OFF, Greeting 0 as the current greeting, 999 in the Done Chain, stores messages, and is set to ring six times. 8(no option)Mailbox that acts as a shortcut to mailbox 998. Mailbox 8 makes it easier to send callers directly to voice mail. Live operators press transfer, call Amanda, dial 8# followed by the mailbox number, and hang up. The caller goes directly to voice mail. 411box_idxMailbox for employee directory. Mailbox 411 has been created for you. By default, this mailbox has Do Not Disturb locked ON, call screening locked OFF, Greeting 1 as the current greeting, an empty Done Chain, and does not store messages. When callers press 411, they are asked to type the first few letters of the name of the person they are calling. When they hear the correct name and extension, they can press * to go directly to that mailbox. 990box_grtMailbox for Company Greeting. Mailbox 990 has been created for you. By default, this mailbox has Do Not Disturb locked ON, call screening locked OFF, Greeting 1 as the current greeting, 991 in the Done Chain, and does not store messages. 991(no option)Mailbox for Caller Instructions. Mailbox 991 has been created for you. By default, this mailbox has Do Not Disturb locked ON, call screening locked OFF, Greeting 1 as the current greeting, 0 in the Done Chain, and does not store messages.
54 Installing [email protected]/Windows 994hot_boxMailbox for use with PCPM codes. For example, you can set up a hot_box to detect calls from modems. As you create a hot box mailbox, make sure that the mailbox does NOT store messages and that Do Not Disturb is off. In addition, the Extension field must transfer the caller to the fax machine or whatever device is to be used by this box. In most cases, only one hot_box is defined to detect fax tones and the re- mainder are unused. However, you cannot separate these for companies or departments that share Amanda. 995future_deliveryMailbox that stores messages to be delivered at some time in the future. Mailbox 995 has been created for you. By default, this mailbox has Do Not Disturb locked ON, call screening locked OFF, Greeting 0 as the current greeting, nothing in the Done Chain, and stores messages. You don’t need to (and cannot) separate these for companies or depart- ments that share Amanda. 996guest_defaultsMailbox which is the template for all new guest mailboxes.Mailbox 996 has been created for you. By default, this mailbox has Do Not Disturb OFF, call screening OFF, Greeting 0 as the current greeting, nothing in the Done Chain, and stores messages. You cannot separate these for companies or departments that share Aman- da. 997defaults_boxMailbox which is the template for all new mailboxes. Mailbox 997 has been created for you. You cannot separate these for companies or departments that share Aman- da. 998box_sndMailbox for direct messaging. Mailbox 998 has been created for you. By default, this mailbox has Do Not Disturb locked ON, call screening locked OFF, an empty Done Chain, and does not store messages. 999(no option)Mailbox for system administration and for a quick hangup. Mailbox 999 has been created for you. You cannot separate these for companies or departments that share Aman- da. By default, this mailbox has Do Not Disturb locked OFF, call screening locked OFF, an empty Done Chain, and an H in the Extension field. Never change or delete this mailbox. 10000(no option)Mailbox used to receive incoming fax messages and store them in the previous mailbox accessed. To use this global fax mailbox, you must have at least one fax modem connected to Amanda and assign a menu option to go to mailbox 10000. If you want to create personal fax mailboxes, you can copy this mailbox, and change the %P variable to indicate the mailbox where faxes are to be stored. Then whenever that mailbox is executed, the fax message will be stored in the mailbox whose number is stored in the %P variable. Default and Recommended Mailboxes (Continued) Mailbox Configuration Option Purpose
Chapter 5: Configuring Amanda 55 Configuring the Brooktrout Driver In some cases, you may need to change settings for your Brooktrout Driver using Brooktrout’s Configuration Wizard. For example, when calling some pager companies, Amanda gets only part of a ringback or no ringback sound at all. This confuses the Brooktrout version 2 driver. Amanda can treat a PCPM error (which means no ringback was detected) as an answer if both of the following are true: The Brooktrout driver’s VPP_MAX_START_SILENCE parameter is set to a val- ue appropriate for how long the paging company takes to answer the call and play their prompt (for example, beep-beep-beep). A setting of 625 (which equals 10 sec.) is suggested. The Brooktrout driver’s VPP_MAX_START_OVERRIDE parameter setting must be 1. To configure the Brooktrout driver: 1. On the Start menu, select Start⇒Programs⇒Brooktrout⇒Configuration Wizard. 2. Click Next until The Configuration Wizard—Advanced Options dialog appears. 3. Click the Advanced Options button. The Advanced Options dialog appears. 4. Click the Configure Board Parameters button. The Parameter Configuration dialog appears. 5. Use it to select and set board parameters.
Chapter 6: Defining Tone Patterns Using AccuCall Wizard This chapter describes how to use AccuCall Wizard and AccuCall for Windows. Use AccuCall Wizard to train your Brooktrout voice board to recognize the call progress tones used by your telephone switching system. You can use AccuCall Wizard for standard tones such as Ringing, Busy, and Hangup, and, with a bit of configuration, for custom tones such as do not disturb, reorder, or dial tones. AccuCall Wizard complements but does not replace the Brooktrout utility AccuCall for Windows. Use AccuCall Wizard for basic analog switch integration, then use AccuCall for Windows to refine or troubleshoot the PCPM table stored in your tone file (.TON) created by AccuCall Wizard. AccuCall Wizard Features Call progress tones, such as the busy, dial tone, and fast busy tones, provide Amanda with important information, which allows Amanda to control how Brooktrout voice boards manage Call Progress Monitoring (CPM). This is called Programmable Call Progress Monitoring (PCPM). AccuCall Wizard provides a quick method of creating PCPM tables. For more information about the tones and PCPM, see “Understanding Call Progress Tones” on page 82. AccuCall Wizard: Works with most switches in the marketplace Trains the Brooktrout voice board to recognize Ringing, Busy, and Hangup tones Allows custom tone configuration of up to three tones Creates a tone file (which contains a PCPM table) that can be used with Windows or DOS Loads the DOS file directly into the TAPI service provider Creates a file log containing error messages and error data for use in troubleshoot- ing Provides complete online help for all phases of training System Requirements Before using AccuCall Wizard, all of the following must be true: Your PC is running Windows NT or 2000. You have installed a Brooktrout voice board and Brooktrout drivers for Windows NT or 2000.
58 Installing [email protected]/Windows You are connected to a PBX. You have connected the first two ports of your first Brooktrout voice board to tele- phone extensions. Training the Brooktrout Voice Board AccuCall Wizard guides you as you train your Brooktrout board to recognize call progression tones from your telephone switching system. To train the Brooktrout voice board: 1. On the Start menu, select Start⇒Programs⇒Brooktrout⇒AccuCall for Windows. 2. From the AccuCall for Windows application window, select File⇒Wizard from the menu bar. AccuCall Wizard’s Welcome dialog box appears. 3. Click Next>.
Chapter 6: Defining Tone Patterns 59 The Configuration dialog box appears. 4. Type the name of your telephone switching system in the PBX Name text box. 5. By default, AccuCall Wizard uses the name of the PBX as the file name. 6. Type or click to browse for the path to your C:\AMANDA\PBX.DB\1001.TON or 2001.TON (the file in which the PCPM table will be stored). 7. If the dial tone on your telephone switching system is continuous, select the Wait For Dialtone When Dialing This PBX check box. This confirms that the telephone line is connected to the voice board channel before the training starts. Clear it if the dial tone is not continuous.
60 Installing [email protected]/Windows 8. Click Advanced to define custom tones or change the definition of the default tones (Ringing, Busy, and Hangup). a. Select the Ringing check box to train on the Ringing tone. b. Select the Busy check box to train on the Busy signal. c. Select the Hangup check box to train on the Hangup signal. d. Select the Custom 1, Custom 2, and/or Custom 3 check boxes to train on a custom designed tone. e. (Optional) Click Configure to customize any of the selected tones using the Custom Tone Configuration dialog box. See “Configuring a Customized Tone” on page 64 for details and “Configuration Examples” on page 66 for more information. For Ringing, Busy and Hangup tones, this dialog box shows how the pre- designed tones were configured. For custom tones, use this dialog to design your custom tone. After you design a custom tone, the selection box becomes checked. f. Select the Prompt User Before Re-train check box to display the Test Results dialog for any failed tones. If there were no problems during testing, Accu- Call Wizard does not display this dialog box. g. Type the number of times that AccuCall Wizard should verify the tone in the Verification Count text box. The default is one. h. Type the number of milliseconds for the flash hook duration. i. Type the number of rings after which AccuCall Wizard reports that the tele- phone was not answered in the No. Answer Rings text box. 9. Click OK to exit the Advanced Settings dialog box and return to the wizard.