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Amanda Work Group Norstar Work Place Instructions Manual

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    							Chapter 4: Recording the Greetings 23
    Sample Greetings for mailbox 990
    The following greetings show that Amanda can vary how she greets your callers 
    depending on the time of day or the time of year.
    Greeting 1: Daily Greeting
    Thank you for calling Company Name.
    Play it from 8 
    A.M. to 5:30 P.M. Monday through Friday.
    Greeting 2: After-hours Greeting
    Thank you for calling Company Name. Our office is now closed.
    Play it from 5:30 
    P.M. to 8 A.M. Monday through Friday and from 8 A.M. Saturday through 
    8 
    A.M. Monday.
    Greeting 3:  Holiday Greeting
    Thank you for calling Company Name. You have reached us on a company holiday. Our 
    staff wishes you a safe and happy holiday.
    Play it from 8 
    A.M. to 8 P.M. on the holiday. If the holiday is a three-day weekend, play it 
    from 8 
    A.M. Saturday through 8 P.M. Monday.
    Sample Scheduling Records for Mailbox 990
    This section shows how to schedule the sample greetings using the Auto screen.
    The following figures and explanations show how to schedule the greetings in “Sample 
    Greetings for mailbox 990” on page 23. It shows the scheduling records for an Amanda 
    system that was initialized May 23, 1997, just before a three-day weekend for American 
    Memorial Day holiday.
    To play greeting 1 on weekday mornings, greeting 2 on weeknights and weekends, and 
    greeting 3 on holidays, you need three scheduling records. The first starts greeting 1 at 
    8:00 
    A.M. on weekdays; the second starts greeting 2 at 5:30 P.M. on weekdays. Greeting 1 
    plays until greeting 2 starts; greeting 2 plays until greeting 1 starts again the following 
    weekday morning. For example, because greeting 1 does not start until Monday morning, 
    greeting 3 plays Friday evening and the entire weekend.
    To create the scheduling records shown in this section (or your own), see “Creating 
    Scheduling Records” on page 68. 
    						
    							24 Administering [email protected]
    The following figure of the Auto screen shows the settings for the first scheduling record. 
    This record starts greeting 1.
    Save Esc/EXIT  PgDn/NEXT  PgUp/PREVAuto
    Mailbox:  990 Comment: GREETING Security Code:
    Extension:
    Directory Name 1: Directory Name 2:
    NEXT:  05/23/97 08:00;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 1
    
    
    
    
    
    
    
    
    
    Enabled Change On:05/23/1997  At 08:00Restrict To: MTWTFS S
    YESAnd Every:0 month(s)1 day(s)YYYYYNN
    0 hour(s)0 minute(s) Next Change: 05/23/97  08:00
    Extension: 
    Rings:0Do Not DisturbONCall Screening:OFFGreeting #:1 
    						
    							Chapter 4: Recording the Greetings 25
    The next figure of the Auto screen shows the settings for the third scheduling record. This 
    record starts greeting 2.
    Save Esc/EXIT  PgDn/NEXT  PgUp/PREVAuto
    Mailbox:  990 Comment: GREETING Security Code:
    Extension:
    Directory Name 1: Directory Name 2:
    NEXT:  05/23/97 08:00;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 1
    NEXT:  05/23/97 17:30;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 2
    
    
    
    
    
    
    
    
    Enabled Change On:05/23/1997  At 17:30Restrict To: MTWTFS S
    YESAnd Every:0 month(s)1 day(s)YYYYYNN
    0 hour(s)0 minute(s) Next Change: 05/23/97  17:30
    Extension:
    Rings:0Do Not DisturbONCall Screening:OFFGreeting #:2
    The next three figures of the Auto screen show the settings for the records needed to 
    schedule greeting 3 to be played for the Memorial Day weekend, from Friday evening of 
    May 23 until Tuesday morning of May 27. Each of the four records overrides a normally 
    scheduled greeting. To prevent collisions, each record starts one minute later than the 
    greeting it is overriding. You can, of course, disable the usual greetings, create only one 
    record for greeting 3 for the holiday weekend, and re-enable the usual greetings on 
    Tuesday morning. That is easier—but causes problems if you forget to re-enable the usual 
    greetings sometime between 5:30 Monday evening and 8:00 
    A.M. Tuesday morning. 
    						
    							26 Administering [email protected]
    The following figure of the Auto screen shows the settings for the scheduling record that 
    overrides the Friday evening use of greeting 2 (the office is closed) on May 23. Notice that 
    this and the other records for the holiday are enacted only once, rather than on a regular 
    basis. Setting all the And Every fields (months, days, hours, and minutes) to 0 insures that 
    Amanda performs the scheduled change only once. Because of that, it is not necessary to 
    restrict this record to particular days of the week—although you can.
    Save Esc/EXIT  PgDn/NEXT  PgUp/PREVAuto
    Mailbox:  990 Comment: GREETING Security Code:
    Extension:
    Directory Name 1: Directory Name 2:
    NEXT:  05/23/97 08:00;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 1
    NEXT:  05/23/97 17:30;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 2
    NEXT:  05/23/97 17:31;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 3
    
    
    
    
    
    
    
    Enabled Change On:05/23/1997  At 17:31Restrict To: MTWTFS S
    YESAnd Every:0 month(s)0 day(s)YYYYYYY
    0 hour(s)0 minute(s) Next Change: 05/23/97  17:31
    Extension:
    Rings:0Do Not DisturbONCall Screening:OFFGreeting #:3 
    						
    							Chapter 4: Recording the Greetings 27
    The next figure of the Auto screen shows the settings for the scheduling record that 
    overrides the Monday morning use of greeting 1 on May 26. 
    Save Esc/EXIT  PgDn/NEXT  PgUp/PREVAuto
    Mailbox:  990 Comment: GREETING Security Code:
    Extension:
    Directory Name 1: Directory Name 2:
    NEXT:  05/23/97 08:00;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 1
    NEXT:  05/23/97 17:30;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 2
    NEXT:  05/23/97 17:31;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 3
    NEXT:  05/26/97 08:01;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 3
    
    
    
    
    
    
    Enabled Change On:05/26/1997  At 8:01Restrict To: MTWTFS S
    YESAnd Every:0 month(s)0 day(s)YYYYYYY
    0 hour(s)0 minute(s) Next Change: 05/26/97  08:01
    Extension:
    Rings:0Do Not DisturbONCall Screening:OFFGreeting #:3
    The next figure of the Auto screen shows the settings for the scheduling record that 
    overrides the Monday evening use of greeting 2 on May 26. 
    Save Esc/EXIT  PgDn/NEXT  PgUp/PREVAuto
    Mailbox:  990 Comment: GREETING Security Code:
    Extension:
    Directory Name 1: Directory Name 2:
    NEXT:  05/23/97 08:00;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 1
    NEXT:  05/23/97 17:30;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 2
    NEXT:  05/23/97 17:31;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 3
    NEXT:  05/26/97 08:01;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 3
    NEXT:  05/26/97 12:01;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 3
    NEXT:  05/26/97 17:31;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 3
    
    
    
    
    Enabled Change On:05/26/1997  At 17:31Restrict To: MTWTFS S
    YESAnd Every:0 month(s)0 day(s)YYYYYYY
    0 hour(s)0 minute(s) Next Change: 05/26/97  17:31
    Extension:
    Rings:0Do Not DisturbONCall Screening:OFFGreeting #:3 
    						
    							28 Administering [email protected]
    More Holiday Samples
    The following example shows how to change a greeting for a holiday that occurs annually 
    on the same date, such as New Year’s Day.
    The time for this record is one minute after the starting time for the record that initiates the 
    usual morning or business-hours greeting. This guarantees that Amanda changes to the 
    holiday greeting after the open greeting record, in case Amanda executes the two records 
    on the same day. To program a holiday that falls on a specific day of the week such as the 
    US Labor Day (first Monday of September), configure the And Every field as 11 months 
    and 29 days and restrict execution to the appropriate day of the week.
    Recording Caller Instructions
    The caller instructions menu is heard after the company greeting. Typically, it provides 
    options for reaching departments or listening to information. 
    Unless you change the configuration, mailbox 991 is the Caller Instructions mailbox. Its 
    security code is 991, which should be changed as soon as possible. 
    You might record more than one set of caller instructions, depending on the number of 
    initial greetings you have.
    See “Appendix A: Setup Sheets” on page 93 for greeting worksheets.Auto Screen Field Auto Screen Setting
    Enabled:YES
    Change On:01/01/96  At:   08:01
    And Every:12 month(s)  0 day(s)
    0 hour(s)  0 minute(s)
    Restrict To:M T W T F S S
    Y Y Y Y Y Y Y
    Extension:(blank)
    Rings:0
    Do Not Disturb:ON
    Call Screening:OFF
    Greeting #:1–3, the number of the 
    holiday greeting 
    						
    							Chapter 4: Recording the Greetings 29
    To record the caller instructions:
    1. Access Amanda as mailbox 991 or whatever mailbox is the equivalent of the Caller 
    Instructions mailbox.
    2. Press 2 to change the greeting.
    3. Press 1 to select Greeting 1.
    4. Press 2 to record the greeting. 
    For example:
    “To reach the person you are calling, enter that person’s extension. For information 
    about our company, products, and services, press 1. For customer support, press 2. 
    For sales, press 3. For accounting, press 4. To access the employee directory, enter 
    411. To reach an Operator, press 0 or stay on the line.”
    5. Press # as soon as you finish speaking.
    6. After any recording, you can:
     Review the recording by pressing 1.
     Rerecord by pressing 2.
     Add to the end of the recording by pressing 3.
     Cancel the recording by pressing 4.
    7. Save the recording by pressing 9.
    8. To finish, hang up.
    N
    OTE:The caller instructions are very important, because Amanda plays them 
    whenever she has no other specific instructions.
    Sample Instructions for Mailbox 991
    The following are samples of greetings for the Caller Instructions mailbox (usually 991).
    Greeting 1: Instructions (during office hours)
    For Sales, please press 1; for Service, press 2; for Administration, press 3; for Office 
    Hours, press 4. If you know your party’s extension, you can enter it at any time or remain 
    on the line for an operator.
    Play it from 8 
    A.M. to 5:30 P.M. Monday through Friday.
    Greeting 2: After-hours Instructions
    If you know your party’s extension, you can enter it at any time. Our hours are from 8 
    A.M. 
    to 5:30 
    P.M. Press 411 for a company directory or remain on the line to leave a message or 
    request information.
    Play it from 5:30 
    P.M. to 8 A.M. Monday through Friday and from 8 A.M. Saturday through 
    8 
    A.M. Monday. 
    						
    							30 Administering [email protected]
    To create the scheduling records shown in this section (or your own), see “Creating 
    Scheduling Records” on page 68.
    Sample Scheduling Records for Mailbox 991
    This section shows how to schedule the sample greetings using or the Auto screen.
    The following figure of the Auto screen shows the settings for the first scheduling record. 
    This record starts greeting 1.
    Save Esc/EXIT  PgDn/NEXT  PgUp/PREVAuto
    Mailbox:  991 Comment: INSTRUCTIONS Security Code:
    Extension:
    Directory Name 1: Directory Name 2:
    NEXT:  05/23/97 08:00;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 1
    
    
    
    
    
    
    
    
    
    Enabled Change On:05/23/1997  At 08:00Restrict To: MTWTFS S
    YESAnd Every:0 month(s)1 day(s)YYYYYNN
    0 hour(s)0 minute(s) Next Change: 05/23/97  08:00
    Extension: 
    Rings:0Do Not DisturbONCall Screening:OFFGreeting #:1 
    						
    							Chapter 4: Recording the Greetings 31
    The next figure of the Auto screen shows the settings for the second scheduling record. 
    This record starts greeting 2.
    Save Esc/EXIT  PgDn/NEXT  PgUp/PREVAuto
    Mailbox:  991 Comment: INSTRUCTIONS Security Code:
    Extension:
    Directory Name 1: Directory Name 2:
    NEXT:  05/23/97 08:00;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 1
    NEXT:  05/23/97 17:30;   RNA -> 0   DND -> ON   CS -> OFF   GRT -> 2
    
    
    
    
    
    
    
    
    Enabled Change On:05/23/1997  At 17:30Restrict To: MTWTFS S
    YESAnd Every:0 month(s)1 day(s)YYYYYNN
    0 hour(s)0 minute(s) Next Change: 05/23/97  17:30
    Extension:
    Rings:0Do Not DisturbONCall Screening:OFFGreeting #:2
    Recording Employee Directory Instructions
    Amanda is shipped with mailbox 411 predefined as the mailbox for the employee 
    directory. When callers use this feature, they enter the first few letters of the name of the 
    person they wish to contact.
    Amanda automatically maintains the employee directory using the names defined in the 
    Dir Name 1 and Dir Name 2 fields on the Users screen.
    For example, “Mary” translates to 6279, while “Jo Ann” translates to 56266. When 
    Amanda matches a Directory Name, she plays the Name and Extension recorded for that 
    mailbox. Therefore, it is very important that users record their Name and Extension. For 
    example, Eric Cantona might record “Eric Cantona, Extension 124.” If a user has not 
    recorded a Name and Extension, Amanda plays the mailbox number instead (for example, 
    “Extension 1–2–4”).g
    The initial 411 recording that comes with Amanda is:
    “Enter the first few letters of the name of the person you are calling. For the letter Q, use 7, 
    and for the letter Z, use 9.”
    As Amanda searches for matches, any spaces or punctuation in the name are ignored. If 
    there are several matches, Amanda plays all of them. When a caller enters a name that is 
    not in the directory, Amanda says, “I’m sorry. I could not find a match for your entry.” 
    						
    							32 Administering [email protected]
    To record the directory instructions:
    1. Access Amanda as mailbox 411 or whatever mailbox is the equivalent of the 
    Employee Directory mailbox. 
    2. Press 2 to change the greeting.
    3. Press 1 to select Greeting 1.
    4. Press 2 to record the greeting. 
    You might want to include use a message similar to the default message. You might 
    want to add that, while the caller is listening to the directory, pressing * causes 
    Amanda to call the mailbox about which information is being played.
    5. Press # as soon as you finish speaking.
    6. After any recording, you can:
     Review the recording by pressing 1.
     Rerecord by pressing 2.
     Add to the end of the recording by pressing 3.
     Cancel the recording by pressing 4.
    7. Save the recording by pressing 9.
    8. To finish, hang up. 
    						
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