Amanda Work Group Work Place Instructions Manual

							Appendix A:
Setup Sheets
Company Greeting Example
Mailbox 990 Preassigned
GreetingThe caller will hear:The greeting will play:
1Thank you for calling _____________
Company Name
8:00 A.M. to 5:30 P.M.
Monday through Friday
2Thank you for calling ______________. 
Company Name
Our office is now closed.
5:30 P.M. to 8:00 A.M.
Monday through Friday
8:00 
A.M. Saturday 
through 
8:00 
A.M. Monday
3Thank you for calling ____________.
Company Name
You have reached us on a company holiday. Our staff 
wishes you a safe and happy holiday.
8 A.M. to 8 P.M. on the 
holiday
If the holiday is a three-
day weekend:  8 
A.M. Sat-
urday through 8 
P.M. 
Monday 
						

							94 Administering [email protected]
    Setup Sheets
Caller Instructions Example
Mailbox 991 Preassigned
Because of the seamless transfer from 990 to 991, 
the caller hears these instructions immediately following the main greeting.
Mailboxes assigned to menu choices:
GreetingThe caller will hear:The greeting will play:
1For Sales, please press 1; for Service, press 2; for Ad-
ministration, press 3; for Office Hours, press 4. If you 
know your party’s extension, you may enter it at any 
time or remain on the line for the operator.8:00 A.M. to 5:30 P.M.
Monday through Friday
2If you know your party’s extension you may enter it at 
any time. Our hours are _______________________. 
Press 411 for an employee directory or remain on the 
line to leave a message or request information.5:30 P.M. to 8:00 A.M.
Monday through Friday
8:00 
A.M. Saturday 
through 
8:00 
A.M. Monday
If Caller PressesMailboxComments
0 Transfers to (0Operator: Rings operator’s telephone.
1 Transfers to (1001Sales: Rings Sales telephone.
2 Transfers to (1002Service: Rings Service telephone.
3 Transfers to (1003Administration: Rings Administration telephone. 
4 Transfers to (1004Office Hours: Information mailbox (with Do Not Disturb On 
and Store Messages set to No); plays greeting 1 which tells of-
fice hours. 
						

							Appendix A: Setup Sheets95
    Setup Sheets
Mailbox with Greetings
Mailbox Number: __________
Comment: ________________
.
GreetingThe caller will hear:Greeting plays:
1Time:
Days:
2Time:
Days:
3Time:
Days:
—Master Copy—
      Make copies of this sheet prior to filling it out. 
						

							96 Administering [email protected]
    Setup Sheets
Mailbox with Menu
Mailbox Number: __________
Comment: ________________
Mailboxes assigned to menu options:
If Caller PressesMailboxComments
0 transfers to 
1 transfers to 
2 transfers to 
3 transfers to 
4 transfers to 
5 transfers to 
6 transfers to 
7 transfers to 
8 transfers to 
9 transfers to 
—Master Copy—
      Make copies of this sheet prior to filling it out. 
						

							Appendix A: Setup Sheets97
    Setup Sheets
General Mailbox Checklist
MailboxPurpose
0Reserved for Operator
1
2
3
4
5
6
7
8
9
—Master Copy—
      Make copies of this sheet prior to filling it out. 
						

							98 Administering [email protected]
1Before using mailbox 994, you must create it. Of the preassigned mailboxes, this one is not shipped with 
Amanda.
MailboxPurpose
4llReserved for Employee Directory
990Reserved for Main Greeting
991Reserved for Caller Instructions
992Reserved
993Reserved
994Reserved
995Reserved for Future Delivery
996Reserved
997Reserved
998Reserved for Direct Send to Voice Mail
999Reserved for System Administration 
						

							Appendix A: Setup Sheets99
    Setup Sheets
Mailbox Settings
Chain examples:
999 performs a hang-up;
991 returns to Instructions
Mail-
boxExten-
sion
Store 
Mes-
sages
Yes/NoDo Not 
Disturb
On/OffCall 
Screen-
ing
Yes/No
First NameLast NameRNA 
ChainBusy 
ChainDone 
Chain
—Master Copy—
      Make copies of this sheet prior to filling it out. 
						

							100 Administering [email protected]
    Setup Sheets
Notification Records
System actions to notify users of calls or messages in addition to ringing their extensions.
N
OTE:What do you dial to get an outside line? ____________
NameMailbox
(Mail-
box)Notify Method
How will the user be notified?
Voice, Message Lights, Pager, 
Relay, etc.
Notification Number 
(Variable)
Number or instructions 
for notification
(Pager, Extension, etc.)
Mary W.130Pager: 9, %V W(3,P)-% U#18005551212
—Master Copy—
      Make copies of this sheet prior to filling it out. 
						

							Appendix B:
Glossary
Telephony terms, such as station side, CO, single-line, hunt group, pilot number, pickup group, 
coverage path, hookflash, call forward ring-no-answer, call forward busy, DTMF, and tone patterns.
RJ-XXRegistered Jacks. Telephone and data plugs that are registered with the 
Federal Communications Commission (FCC).
RJ-11Telephone jack (or plug) commonly used to connect telephones, mo-
dems, and fax machines. The red and green pair carry the conversation 
for one line. The black and white pair might light buttons, send sig-
nals, or go unused.
RJ-14Telephone jack (or plug) commonly used to connect telephones, mo-
dems, and fax machines. The red and green pair carry the conversation 
for one line. The black and yellow pair carry the conversation for the 
second line.
class of serviceA grouping of privileges and features assigned to a telephone in a sys-
tem. Each mailbox in an Amanda system can be given all or any subset 
of the available privileges and features. There are no classes of ser-
vice.
alphanumeric characterA letter from the alphabet (A–Z, a–z), a space, or a digit (0–9).
analog telephoneSingle line telephone or 2500 set (as opposed to digital), the type of 
telephone most often seen in residential units. In a commercial setting, 
analog phones must be connected to analog (single line) ports (jacks) 
which can be limited or unavailable. All telephone ports must be con-
nected to analog (single line) ports off the telephone switching system.
ANIAutomatic Number Identification T1 line
ASCII American Standard Code for Information Interchange—a standard 
used by the computer industry to encode all characters (alphabetic, nu-
meric, etc.) as integers. This code represents 256 characters as integers 
0 through 255. For example, A is encoded as 65 and a is encoded as 97.
audiotextThe ability to play information (instructions) to the caller such as di-
rections to the office or the instructions recorded in mailbox 991. In 
Amanda, this is done by having the Do Not Disturb field set to ON.
automated attendantA computer loaded with software (such as Amanda) capable of an-
swering incoming lines and transferring calls to extensions based on 
DTMF entered by the caller.
back-door attendantAn automated attendant answering specific incoming CO lines dedi-
cated to calls from those callers who do not wish to go through the live 
attendant (receptionist or operator). 
						

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blind transfer (unsupervised 
transfer)The execution of an H token (to accomplish a hangup) after dialing an 
extension. This, in effect, releases the call to the extension and is usu-
ally done to make the telephone port available for the next call more 
quickly. (Also, see supervised call transfer.)
Do not use Call Screening with an unsupervised transfer. If you do, the 
caller is screened, but the user never hears that recording.
cadenceA repeating cycle of ON and OFF tones such as ring, busy, fast busy.
call accountingAlso called SMDR. A system used to record information about tele-
phone calls, organize that information, and create reports. The infor-
mation gathered usually includes what extension the call is coming 
from, what circuit is used for the call, when the call started, how long 
it lasted, and the purpose of the call (usually what client or project 
should be billed). Requires a computer, a disk for storing data, and 
some software set up to monitor the telephone calls made. A serial port 
must be dedicated to it.
Caller IDAutomatically identifies the caller Trunk line.
case-sensitiveThe act of differentiating between lowercase (a–z) and uppercase (A–
Z) characters. Amanda uses case-sensitive passwords. AMANDA, 
Amanda, AMandA, or amanda are all different passwords. On the oth-
er hand, if you type these words at the DOS prompt, DOS treats them 
as the same command. 
Channel (port)Amanda software supports systems as small as 2 channels and as large 
as 24 channels.
characterA single symbol including letters from the alphabet, digits 0–9, or spe-
cial ones. For example:  ! @ # $ % ^ & * ( ) - + < > [ ] { } \ / ? :  | ~ ` _ ,
c-like escape sequenceAny sequence of characters within a string which starts with a \. This 
refers to the C programming language developed at Bell Labs.
CO Telephone Company Central Office
componentEvery message contains one or more components. Components “de-
fine” a message. For example, if a message is forwarded from another 
mailbox with a Message Prefix attached, that message contains two 
components. Similarly, if that message is then forwarded to another 
mailbox with another Message Prefix attached, that message contains 
three components.
composeTo build a message that consists of components.
data corruptionWhen the contents of some memory location or portions of a file re-
siding on a disk or diskette is damaged and lost. This can occur due to 
power fluctuations, faulty hardware such as motherboard or memory 
chips, or software bugs.
dB levelDecibel level. Used to measure the volume of sound or noise.
DBF fileA file which is in dBase format. Amanda tokens can work with dBase 
format as well as ASCII files. A dBase format file must have a DBF 
extension if used with Amanda tokens.
dead/phantom callThe situation where the outside caller hangs up before the extension is 
answered by the user. This might result in the user hearing a fast busy 
(reorder tone) or just silence, depending on the telephone switching 
system and the CO.