Amanda Work Place Instructions Manual

Chapter 12: Programming Examples 133
4. Confirm the telephone number. If it is not confirmed, go back to step 3.
5. Give the caller the fax document selections and allow him to make more than one 
selection. In this example, the documents are named TECH1, TECH2, and TECH3 to 
represent technical reports #1 through #3. The files are stored in C:\FAX.
Mailbox 1000’s Extension field is programmed to ask the caller for his area code and 
store the DTMF tones entered by the caller as the variable %S1. Next it...

134 Installing [email protected]
Menu 3: 991
Mailbox 1004 contains a menu that lists the available documents. It should have the 
following settings and greetings:
Extension Field:
@(C:/FAX/TECH1)G(1005)
DND: OFF
Store Messages: NO
Greeting 1: The technical report on SMDI will be faxed to you. 
Mailbox 10042’s Extension field contains the tokens that send technical report #2.
Extension Field:
@P(G1)>(C:/FAX/TECH2)G(1005)
DND: OFF
Store Messages: NO
Greeting 1: The technical report on service plans will...

Chapter 12: Programming Examples 135
IVR and Voice Form Applications
This section provides guidelines for writing effective IVR (Interactive Voice Response) 
and voice form applications. It also provides examples of how to use Amanda’s menus, 
greetings, and messages as well as the Q(), M(), R(), and P() commands from Amanda’s 
Token Programming Language.
Before you start, determine whether your application will be used by infrequent users, 
expert users, or both.
You might need to design a training mode...

136 Installing [email protected]
Using Greetings
The greetings used in your application will fall into the following categories:
 Menus that list options from which the users make selections
 Requests for responses
 Informational—providing answers to users’ requests or other user feedback
Using Menus
As you create your menus, do the following:
 Find logical topics for menus
 Offer topics in order:  most likely to be selected to least likely. Make an exception 
to this rule when the topic itself...

Chapter 12: Programming Examples 137
NOTE:Amanda can store a total of 65,536 voice message files. However, each 
of the up-to-20 questions in the Q() command count is stored in a sepa-
rate voice message file, even though Amanda treats all the questions as 
one “message”. That means that a message total does not have to reach 
65,536 to exceed the allowable number of files for voice messages. For 
example, a message total of 3276 could use every file available for stor-
ing messages—if each of those...

138 Installing [email protected]
 Don’t use open-ended or ambiguous questions.
For example, use “Do you have your account number?” rather than 
“Have your account number ready.” 
 Be polite, non-judgmental, and avoid humor.
For example, use “That password is invalid” rather than “You entered 
the password incorrectly.”
Using the Telephone Keypad
If the users enter their choices via the telephone keypad, follow these 
guidelines:
 Assign keys consistently. This is especially true for Delete and other...

Chapter 12: Programming Examples 139
To present a menu for your caller, you can use:
 The menu fields associated with the mailbox. The mailbox allows the caller to en-
ter either a one-digit response to the menu or another mailbox. Amanda waits long 
enough to be sure that the caller has finished. (For this method, turn Do Not Dis-
turb ON.)
 The M() command. In this case, Amanda waits for only one digit. It is faster that 
using menu fields, but it does not allow the caller to enter a mailbox with...

140 Installing [email protected]
 The N() command to look up the test ID in a database file. The database deter-
mines what set of questions to ask the stylist. It also contains a field indicating how 
many calls have come in using this test ID. Only one call should come in for each 
ID. If a stylist never calls in, an employee can call that person. If a stylist calls 
more than once (hoping for extra free cases of the product or whatever), an em-
ployee talks to the stylist personally, assuming some...

Chapter 12: Programming Examples 141
telephone number where we can reach you if neces-
sary. Please start now.
Mailbox 1001 has:
Extension Field:
@=(%S2,%M(1000))M(G3,2,30)G(0)
%M[1000] is the number of messages stored in mailbox 1000. 
Amanda stores this number in a variable (%S2). This message num-
ber becomes associated with the stylist for the duration of the sur-
vey.
Then Amanda plays the menu in Greeting 3. If there is no response 
from the caller, Amanda plays Greeting 3 again after a...

142 Installing [email protected]