Amanda Work Group Work Place Instructions Manual

							Appendix B: Glossary103
dedicated notificationWhen the first port of Amanda is set aside for notification only. It is 
displayed as 1/N (as opposed to 1/A) on the Main Screen.
The extension connected to port 1 of Amanda must have outside ac-
cess so that pager notification can be successful. You must make sure 
that no incoming calls are routed to port 1 and instead port 2 is desig-
nated as the first answer port. This is useful in eliminating notify col-
lisions (glare condition). To achieve a dedicated notify, set the 
n_ochan parameter in the System Configuration Options file to 1 in-
stead of 0.
default valuesThe values of parameters, variables, and user settings in Amanda 
when the system is first installed. The installer, the system administra-
tor, or the user can change the default values using the keyboard (or 
DTMF from the telephone).
defaults boxMailbox 997 is set up with reasonable default values for each Mailbox 
field. When creating a new mailbox, Amanda accesses the defaults 
box for basic mailbox settings. If you want to change the defaults, 
modify mailbox 997 and Save.
dial codesA set of codes that enable Amanda and the telephone switching system 
to communicate. These are set using Setup option 1 or by editing the 
ASCII file C:\AMANDA\PBX.DB\1001.PBX.
direct callDialing Amanda internally by calling one of her ports from an exten-
sion within the telephone switching system.
direct message codeA mailbox (usually mailbox 998) which functions as a code to skip the 
transfer to a user extension and go directly to the current greeting for 
that user. For example, entering 998#185# causes the caller to hear the 
current greeting for mailbox 185. The caller can then press # twice to 
skip the greeting and go directly to the recording mode. Additionally, 
if you set the short_direct_send parameter in the System Configura-
tion Options to true (its default is false) then using the direct message 
code mailbox causes the caller to hear the Name/Extension recording 
instead of the current greeting.
direct message mailboxA mailbox that allows you to record a message for another mailbox 
without having to execute the Extension field and/or hear the mail-
box’s greeting. This is particularly useful for an operator transferring 
callers directly to a user’s voice mail.
disconnect (hangup) super-
visionThe ability of the telephone switching system to inform Amanda that 
a hangup has occurred on the line. This is normally accomplished by 
the voice board driver monitoring the loop current and informing 
Amanda of loop current OFF or loop current DROP events. This is be-
cause the default value for the hangup_supervision parameter in the 
System Configuration Options is true. If this parameter is set to false, 
Amanda ignores these events.
disk notificationA type of notification used to warn the system administrator (mailbox 
999) that the hard disk space has fallen below a predefined threshold. 
This is set in Setup, Option 4, set diskwarn xx. The default is 20, mean-
ing the Disk notify activates when free disk space is less than 20 per-
cent of total disk space. 
						

							104 Administering [email protected]
Done ChainAfter Amanda is finished processing a mailbox, she continues pro-
cessing the call by going to the mailbox specified in the Done Chain. 
If this field is blank, Amanda uses the Done Chain of the Company 
Greeting, or starting greeting mailbox (generally 990). Usually, the 
Done Chain of 990 is set to 991. Therefore, the default Done Chain is 
usually mailbox 991 (The Caller Instructions).
DTMFDual Tone Multi Frequency (Touch Tone) tones generated by most 
phones when you dial a telephone number. However, the fact that a 
telephone has a dial pad with 12 keys (0–9,*,#), does not guarantee 
that it can generate DTMF.
edit blockA solid colored, or reversed video block seen on the screen (selecting 
the field or the line you are editing) within Amanda or the Setup util-
ity.
employee directory mailboxIf you designate a mailbox using the box_idx configuration option, 
Amanda builds an employee directory which lists all the users based 
on the contents of the Directory Name 1 and Directory Name 2 fields. 
This allows callers to use their telephones to spell the names of the us-
ers they want to reach. Digits 7 and 9 should be used for letters Q and 
Z respectively.
empty stringA string containing no characters at all. To represent an empty string 
you can use  when using tokens.
execution errorA fault which can cause a program to crash and shutdown or produce 
an incorrect result. The error might be due to a logical error in the soft-
ware, faulty hardware, or corruption of memory location caused by 
other programs.
exit code or errorlevelBefore the completion of a program (e.g., RAMANDA.EXE), an in-
teger code can be generated (default is 0) by that program. This code 
can be used by another program or the batch file (e.g., AMAN-
DA.BAT) which started that program in order to determine what to do 
next. This is used by the Auto Shutdown mechanism of Amanda. 
When an Auto Shutdown occurs (by default every Tuesday at 1:30 
AM), RAMANDA.EXE exits (completes execution) with errorlevel 3 
which when passed on to AMANDA.BAT, causes control to be trans-
ferred to the section labeled:  AUTO
flash timeThe amount of time Amanda must remain on-hook while performing 
a hookflash usually set to 55 (0.55 seconds).
flash-hookSee hookflash.
floppy disk driveA storage device, typically referred to as the A or B drive, capable of 
reading and writing information to diskettes (3.5-inch or 5.25-inch). 
Amanda and its associated utilities are distributed on 3.5-inch 1.44 
MB diskettes only. Therefore, the PC designated for Amanda must 
have at least one 3.5-inch 1.44 MB floppy disk drive (A or B).
general protection faultA fault that can cause a program to crash or produce an incorrect re-
sult. The error might be due to a logical error in the software, faulty 
hardware, or corruption of memory location caused by other pro-
grams.
glareThe collisions between incoming calls and notifications. For example, 
a port might try to execute a notification record and accept an incom-
ing call simultaneously. 
						

							Appendix B: Glossary105
hard drive/hard diskA long-term storage device, typically referred to as the C drive, on 
which Amanda is installed. The Amanda Company recommends us-
ing IDE hard drives with a 12ms access time or faster to insure optimal 
processing of calls. Consider large capacity hard disks if a high vol-
ume of outgoing and incoming messages is expected. A 540 MB hard 
disk is estimated to provide 33 hours of messages.
hookflashA momentary on-hook condition which lasts anywhere from 0.25 sec-
onds to 0.85 seconds (usually set to 0.55 seconds.) which is normally 
required to put a caller on hold before Amanda can transfer to an ex-
tension. This is also used when Amanda determines a Ring No An-
swer or Busy extension. A second hookflash (or hook-flash) makes 
Amanda able to get the caller back and play the current greeting or 
Busy message for that user.
inband signalingThe telephone switching system’s ability to send DTMF tones to a 
telephone port as soon as it answers (goes off-hook), informing Aman-
da of the nature of the call as well as the extension or CO line which 
is calling. This helps Amanda make the correct decision in processing 
the call (i.e., play a Busy message, play the current greeting, enter the 
log on mode, or play the company greeting by processing mailbox 
990). This is useful in conjunction with a blind transfer when the call 
volume is very heavy and you wish to make telephone ports available 
for handling the next call as quickly as possible.
informational mailboxA mailbox which usually does not accept messages from callers; in-
stead, its greeting is played to callers to provide them with various 
pieces of information. To accomplish this in Amanda, the Do Not Dis-
turb field must be ON.
integerA whole number with no decimal point or fractions. For example, 24,-
32768,1,8,-30,32767,-1 are integers.
Integration HelperA program accessed by selecting option 3 within the Setup utility and 
pressing the F1 key. This program can assist an installer in determin-
ing the DTMF coming from a telephone switching system using in-
band signaling. An alternative is using an Amanda trace file (either 
C:\AMANDA\TRACE.OUT or C:\AMANDA\SCREEN.OUT).
integration timeoutThe pause after Amanda goes off-hook to allow for the arrival of 
DTMF sent by the telephone switching system using inband signaling. 
It also serves as an inter-digit timer after the arrival of the first digit. 
You can set this timer by modifying the first line of the screen access-
ed by selecting option 3 of Setup. The default is 0 which means inband 
signaling is disabled. Use 10 to specify 1.0 second, 15 for 1.5 seconds 
and so on.
Interactive Voice Response 
(IVR)A way in which callers can obtain information from a computer data-
base through the use of DTMF. This is common in the banking indus-
try. For example, if you want to know your account balance, you enter 
your account number and your personal identification number when 
prompted. The system you are communicating with confirms your ac-
count number and security code and accesses a database to retrieve 
your account balance.
jumper pinsPins found on a voice board and used to set the correct address for the 
board.
List CommentA comment describing a mailing list that is recorded by the user who 
creates the list. The comment should help you distinguish one list from 
another and remember whose extensions are on the list. 
						

							106 Administering [email protected]
LoginsThe total number of times the mailbox was accessed by a user by 
pressing the * key.
long pauseUsing , within a token string causes Amanda to pause for 2 seconds.
mailboxThe user options, messages, mailing lists, and other data identified by 
a mailbox.
menu barLists a program’s choices. It is found at the top of the screen of any 
Amanda screen or Windows application.
MFMulti-frequency. An inband address signaling method which uses ten 
decimal digits and five auxiliary signals are each represented by se-
lecting two frequencies and combining them into one sound.
monitored transferSame as supervised transfer.
non-empty stringA string containing 1 or more characters.
notification templateA general notification action which can be used for any number of no-
tification records belonging to any number of mailboxes. For exam-
ple, message waiting light ON and message waiting light OFF 
notification actions should be saved as templates.
nullEmpty string or empty value.
on-hookWhen a port or extension is ready to take a call. When off-hook, a port 
or extension is not available to accept calls.
PCPMProgrammed Call Progress Monitoring. See supervised call transfer.
port (channel)A hardware device in the computer or telephone switching system 
where data can be accessed. When not prefaced by COM, serial, or 
parallel, this guide refers to a port created by connecting a telephone 
port to a voice board. Amanda supports from 2 to 24 ports. See also 
COM port, RS-232 port, serial port, and parallel port.
prompt fileThe Amanda file containing all system prompts (prerecorded words, 
sentences, or questions) that are included within the Amanda soft-
ware. The default prompt file is C:\AMANDA\ENGLISH.IDX or EN-
GLISH.BDX (depending on whether your computer is a Rhetorex 
voice board or an Amanda Company voice board for Norstar KSUs). 
The Spanish and French versions of the system prompts are also avail-
able from The Amanda Company.
reorder toneA fast busy or busy tone heard when you dial an invalid extension or 
when no intercom path is available.
ring voltageA ring signal provided by the Central Office. It is generally 70 to 90 
volts at 17 Hz to 20 Hz.
sampling rateAn indication of the method used for digitizing sound which is re-
quired before you can save prompts, greetings, and messages onto the 
hard disk.
SMDISimplified Message Desk Interface, a Bellcore standard, is a data line 
from the central office that sends information and instructions (about 
the caller and called party) to your on-site voice mail box. For exam-
ple, if you call yourself, Amanda assumes you want to listen to your 
messages. 
						

							Appendix B: Glossary107
SMDRStation Message Desk Reporting. See call accounting.
status barArea at the bottom of the screen or window that describes actions cur-
rently being performed within the program.
stringA sequence of 0 or more characters. The length of a string is the num-
ber of characters in the sequence. A space counts as one character 
when it appears anywhere within the sequence. A string of length 0 is 
null or empty.
substringA portion of a string. For example, “EN” is a substring of “MEN” as 
well as “WOMEN”, or “TENTH”.
supervised transferA type of call transfer in which Amanda stays on the line and listens 
to telephone switching system tone patterns after putting the caller on 
transfer hold. If what is heard does not match a Ring, Busy, or Reorder 
tone, the voice board driver reports an answer to Amanda. To com-
plete the transfer, Amanda hangs up. (See also blind transfer.)
system integration patternsThe patterns expected from the telephone switching system when 
Amanda is integrated with the telephone switching system. These pat-
terns can be defined using Setup option 3 or editing the same ASCII 
file that 
contains the dial codes (C:\AMANDA\PBX.DB 1001.PBX). The In-
tegration Helper can assist in defining the correct patterns, or you can 
use the trace facility within Amanda.
taskbarA tool used in Windows 95 that helps you track the programs you are 
currently running and gives you easy access to those you are not. This 
is typically located at the bottom of the screen and includes the Start 
button.
timed break recallUsing ~ token to make Amanda pulse dial the digit 1 to effect a timed 
break recall.
tokenA command in the Token Programming Language that cause Amanda 
to perform some action. For example, the P() token causes Amanda to 
play messages and so forth. Tokens usually appear in the Extension 
fields of mailboxes and in the Method fields of notification records.
tone patternsThe Ring, Busy, Reorder, and Hangup tones that Amanda uses to su-
pervise transferred calls.
toolbarA bar of buttons which represent common tasks of the program you 
are using.
traceA facility within the Amanda software which logs all activity on tele-
phone ports into a file named 
C:\AMANDA\TRACE.OUT. This file can be viewed using any 
ASCII editor such as MS-DOS EDIT or JOVE (supplied by The 
Amanda Company).
The TRACE.EXE utility allows you to review Amanda’s activities. 
When testing token programming, use the following command to start 
Amanda with trace turned on:
C:\AMANDA /t /s 1300
This command also limits the size of the trace file to 1.3 MB so it can 
fit on a 3.5-inch floppy disk. The trace can be left on indefinitely and 
will retain only the last 1.3 MB of data. The /t turns on trace mode and 
the /s limits the size to the specified number of bytes. 
						

							108 Administering [email protected]
transfer dial toneThe solid (continuous) tone which must be heard by Amanda after a 
hookflash is performed and before DTMF digits representing the ex-
tension to connect to are dialed. If one second of continuous dial tone 
is not detected by Amanda, a second hookflash is performed in order 
to get back to the caller. The absence of transfer dial tone is usually 
due to the fact that the telephone switching system does not have an 
available intercom path or DTMF receiver at the time. A non blocking 
telephone switching system is one that can guarantee transfer dial tone 
for all telephone ports by allocating one DTMF receiver per port.
turnkey systemA system that comes ready to use.
mailboxA unique number chosen to identify an Amanda voice mailbox. Any 
number from 0 to 99,999,999 is acceptable as a mailbox.
unsupervised transferSame as blind transfer.
voice boardThe audioboard which communicates with Amanda software and en-
ables it to process incoming calls and/or make outbound calls.
voice formVoice response to a series of questions that constitute a form. For ex-
ample, Amanda might ask a caller for his name, address, and other 
pertinent information for a mailing label. Using the Q() command in 
the Token Programming Language, all the caller’s answers can be 
stored as a message.
voice notificationDialing an extension or an outside number and playing the mailbox’s 
Name and Extension recording and saying the total number of mes-
sages and how many of them are unheard. This is useful when mes-
sage waiting lights cannot be lit by a single line port or when users 
wish to be notified at home after hours. 
						

							Symbols
%R
 53
%V 57
/I
command-line options
 11
/P
command-line options
 12
/S
command-line options
 12
/T
command-line options
 12
Numerics
411
 30, 39, 45
990 3, 22, 93
sample greetings 23
991 3, 27, 94
sample greetings 28
997 36
Norstar 36
999
computer use of
 83
recording system announce-
ments
 79
telephone use of 79
A
accessing
Amanda
 11
Main screen 11
Users screen 33
activating
notification records
 57
scheduling records 70
alphanumeric
defined
 101
Amanda
calling
 21
Main screen 15
password 13, 33
shutting down 12
starting 11
version 16
analog telephone
defined
 101
ANI
defined
 101
announcing
called party
 47
ANSWER 16
ASCII
defined
 101
At
scheduling fields
 70
attendant
automated
 1
off-duty 1
primary 1
secondary 1
audiotext
defined
 101
Auto screen
And Every
 70
At 70
Auto-scheduling Records List 
67
Call Screening 70
Change On 70
displaying 67
Do Not Disturb 70
Enabled 70
Extension 70
Greeting 70
menu bar 67
MTWTFSS 70
Next Change 70
Restrict To 70
Rings 70
scheduling record fields 70
Selected Record’s Fields 67
User Information 67
autocreating
mailboxes
 40
automated attendant 1
defined 101
Auto-scheduling Records List
Auto screen
 67
B
back-door attendant
defined
 101
backing up
Amanda files
 85
BackRest utility 85
BACKREST.EXE 85
Basic Options
Users screen
 34
beepers
see pagers
 49
blind transfer
defined
 102
BUSY 16
Busy Chain 47
busy hold music
changing
 80
busy message
custom
 46
locking 46
maximum length 46
system 46
Busy Message? 46
C
cadence
defined
 102
call accounting
defined
 102
Call Processing diagram 5
Call Screening
scheduling field
 70
called party
identifying
 47
Caller ID
defined
 102
Caller Instructions 27
caller instructions
setup sheets
 95
Caller Instructions mailbox 94
calling
Amanda
 21
home 63
pager 61, 62
Calls 16, 17, 48
calls
processing
 4
case-sensitive
defined
 102
center
voice messaging
 1
CHAIN 16
Index 
						

							110 Administering [email protected]
Chains
Users screen
 34
Change On
scheduling field
 70
changing
busy hold music
 80
dates 18
field settings 35
mailboxes 43, 48
notification record templates 
55
notification records 55
pager telephone number for no-
tification
 59
report column order 75
report column widths 75
scheduling records 69
system date 82
system time 82
times 18
Variable field for notification 
59
channel
defined
 102, 106
character
defined
 102
class of service
defined
 101
c-like escape sequence
defined
 102
CO
defined
 102
columns
changing widths in reports
 75
order in reports 75
command-line options 11
Comment 44
comments
notification records
 57
Company Greeting 22
Company Greeting mailbox 93
company greetings 93
component
defined
 102
compose
defined
 102
Conn Secs 48
connection time
total
 48
Continue Every
notification record field
 57
conventions iii
Copy Messages To 46
copying
files
 19
mailboxes 42
copyright ii
Created 48
creating
informational mailboxes
 41
mailboxes 48
mailboxes automatically 40
mailboxes based on another 
mailbox
 42
mailboxes from template 38
menu options 48
notification record templates 
51, 52
notification records 51, 52, 
54
report templates 74
reports 74
scheduling records 68
system announcements 79
system-wide mailing lists 82
Current Greeting 46
locking 46
custom
busy message
 46
customer support 9
customizing
reports
 73
D
D/T
 47
data corruption
defined
 102
dates
message
 47
resetting 18
resetting system 82
scheduling 70
days of week
notification
 57
scheduling 70
dB level
defined
 102
DBF file
defined
 102
deactivating
notification records
 57
scheduling records 70
dead call
defined
 102
dealer sales 9
dedicated notification 49
defined 103
default box
defined
 103
default values
defined
 103
defining
mailboxes
 44
Delay 47
delaying
between greeting and next ac-
tion
 47
deleting
mailboxes
 43, 85
mailing lists 86
personal mailing lists 86
system announcements 80
DelUsers utility 85
DELUSERS.EXE 85
diagrams
Call Processing
 5
Mailbox Processing 7
mailbox processing 6
DIAL 16
dial codes
defined
 103
Dir Name 1 45
Dir Name 2 45
direct call
defined
 103
direct message
defined
 103
direct message mailbox
defined
 103
directories
employee
 30, 45
disabling
notification records
 57, 58
scheduling records 70
disconnect supervision
defined
 103
disk
notification
 54
disk notification
defined
 103
disk space
notification
 54, 83
displaying
Auto screen
 67
files 90, 91
mailboxes 43
message statistics 86
Notify screen 51
Users screen 34
distribution sales 9
Do Not Disturb 45
locking 45
scheduling field 70
Done Chain 28, 47
defined 104
DTMF 3
defined 104
E
edit block
defined
 104 
						

							Index 111
editing
files
 88
notification templates 87
VMB.DAT 87
emergency lists
notification
 64
employee directory 28, 30, 39, 45
employee directory mailbox
defined
 104
empty strings
defined
 104
Enabled
notification record field
 57
scheduling field 70
Enabled field
notification records
 52
enabling
notification records
 57
scheduling records 70
end user
support
 9
ending times
notification
 57
ERROR 17
errorlevel
defined
 104
examples
notification records
 59
report 74
EXECUTE 17
execution error
defined
 104
exitcode
defined
 104
Extension
scheduling field
 70
Extension field 45
scheduling 70
F
FATAL
 17
Faxes 16
faxing
files
 19
fields
Auto screen
 70
changing settings 35
Notify screen 57
numbering for reports 75
files
backing up Amanda
 85
copying 19
displaying 90, 91
editing 88
faxing 19
restoring Amanda 85
searching for strings 87
tracing 87
viewing 90, 91
FIND 17
flash time
defined
 104
flash-hook
defined
 104
floppy disk drive
defined
 104
From and To
notification record field
 57
G
general mailbox
 46
general protection fault
defined
 104
glare
defined
 104
GREETING 17
Greeting
scheduling field
 70
greetings
caller instructions
 27
changing automatically 23, 71
company 22, 93
employee directory 30
locking 46
maximum length 46
recording 22
samples for mailbox 990 23
samples for mailbox 991 28
scheduling 70
Grep utility 87
GREP.EXE 87
Groups
Users screen
 35
groups
notification
 64
Guests 46
H
Hang up Mailbox
 22
HANGUP 17
hangup supervision
defined
 103
hard disk
defined
 105
hard drive
defined
 105
hearing
system status
 81
Help
F1
 35
history
installation
 92
HISTORY.BAT 92
HOLD 17
holidays
scheduling greetings
 27
home
calling
 63
hookflash
defined
 105
I
I
command-line options
 11
ID Call? 47
identifying
called party
 47
IDLE 17
inband signaling
defined
 105
information system 2
informational
mailboxes
 3, 35, 41
informational mailbox
defined
 105
installation
support
 9
installing
history
 92
instructions 94
setup sheets 95
integer
defined
 105
Integration Helper
defined
 105
integration timeout
defined
 105
Interactive Voice Response See 
IVR
international sales
 9
international support 9
IVR
defined
 105
J
JOVE utility
 88
JOVE.EXE 88
jumper pins
defined
 105
K
KSU extension table
 40
L
Last
 17
length
busy message
 46
greetings 46
messages 45
Less utility 90
LESS.EXE 90
lights
message
 49
List Comment
defined
 105
List Del utility 86
LIST_DEL.EXE 86 
						

							112 Administering [email protected]
listening
system status
 81
locking
busy message
 46
Do Not Disturb 45
greetings 46
mailboxes 80
Screen Calls? 45
User fields 45
LOGIN 17
login time
total
 48
Logins 48
defined 106
logins
totals
 48
Logons
defined
 106
long pause
defined
 106
M
MAIL
 17
Mailbox 16
mailbox
defined
 106
general 46
mailbox 999 22
computer use of 83
telephone use of 79
mailbox checklist 97
Mailbox Processing diagram 7
mailboxes
411
 30, 39, 45
990 3, 22, 23, 93
991 3, 27, 28, 94
997 36
997 and Norstar 36
copying 42
creating automatically 40
creating from another mailbox 
42
creating from template 38
creation date and time 48
default values 36
defined 108
deleting 43, 85
description 2
displaying 43
extensions 3
fields 44
informational 3, 41
kinds of 2
locking 80
modifying 43
numbering fields for reports 75
personal 38
process control 2
processing 6, 28
read-only 81
resetting 81
setup sheets 99
statistical information 35
statistics 48
table 43
template for 36
total logins 48
total notifies 48
total times processed 48
total transfers 48
unlocking 80
mailing lists
deleting
 86
system-wide 82
Main screen
accessing
 11
Amanda 15
Calls 16
CPU usage 16
Faxes 16
general information 16
Mailbox 16
menu bar 15
Notify 16
Port 16
port status 16
security 17
Shutdown 16
Space 16
Started 16
Time 16
Users 16
version 16
making active
notification records
 57
scheduling records 70
making inactive
notification records
 57
scheduling records 70
managing
reports
 74
Max Times
notification record field
 57
maximum
messages
 48
time of busy message 46
time per greeting 46
time per message 45
times notification performed 
57
Maximum Rings 45
MENU
1-8
 17
TOP 17
menu bar
Auto screen
 67
defined 106
Main screen 15
Reports screen 76
Users Screen 34
menu options
creating
 48
Menus 48
Users screen 34
menus
setup sheets
 96
system administrator 79
message lights 49, 60
notification 54
Message Volume 46
messages
dates and times
 47
displaying mailbox statistics 
86
maximum at one time 48
maximum length 45
reporting mailbox statistics 86
storing 45
total since creations 48
volume 46
Messages Current 48
Messages Maximum 48
Messages Total 48
messaging center 1
Method
notification record field
 57
MF
defined
 106
minutes
before notification
 57
between notification 57
between scheduled changes 70
modified_call_screening 45
modifying
mailboxes
 43, 48
notification record templates 
55
notification records 55
pager telephone number for no-
tification
 59
scheduling records 69
Variable field for notification 
59
monitored transfer
defined
 106
MsgList utility 86
MSGLIST.EXE 86