Amanda Work Group 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. The following figure of the Auto screen shows the settings for the first scheduling record. This record starts greeting 1.
24 Administering [email protected] 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 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
Chapter 4: Recording the Greetings 25 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. 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
26 Administering [email protected] 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
Chapter 4: Recording the Greetings 27 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. To record the caller instructions: 1. Access Amanda as mailbox 991 or whatever mailbox is the equivalent of the Caller Instructions mailbox.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
28 Administering [email protected] 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. To create the scheduling records shown in this section (or your own), see “Creating Scheduling Records” on page 68.
Chapter 4: Recording the Greetings 29 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
30 Administering [email protected] 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 three letters of the first or last name of the person you wish to reach.” 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.” The letters “Q” and “Z” do not appear on the telephone keypad, so your instructions should include special directions to the caller for these two letters. Amanda translates “7” to “Q” and “9” to “Z”. Any spaces or punctuation in the name are ignored.
Chapter 4: Recording the Greetings 31 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. A typical 411 directory recording is: “Enter the first few letters of the first or last name of the person you are calling. For the letter Q, use 7, and for the letter Z, use 9.” 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.