Amanda Work Place Instructions Manual

Appendix A:
Troubleshooting Amanda
New Problems
Solving a problem often requires sending annotated trace files to The Amanda Company. 
Amanda Company customer support representatives need to know what happened, what 
SHOULD HAVE happened, what time, and so on. The trace files need to go to the right 
people in a timely manner. If a line connected to Amanda goes out of service, The 
Amanda Company needs trace information on the last activity on that line. Submit trace 
files to a place accessible to...

144 Installing [email protected]
Amanda Does Not Transfer the Call
If Amanda does not transfer the call, one of the following may be causing the problem.
Problem: The mailbox has Do Not Disturb turned ON.
Solution: If ON, no transfer is attempted and the caller immediately hears the current greeting of 
the mailbox. Check the mailbox you are calling to make sure Do Not Disturb is OFF. 
Problem: The dial codes are incorrect.
Solution: Run the Setup utility, selection 1, to verify that the dial codes are...

Appendix A: Troubleshooting Amanda 145
Problem: Amanda is doing blind transfers rather than supervised transfers.
Solution: Check the Extension field of the mailbox you are calling and the What to dial AFTER 
dialing the mailbox extension option (also known as dl_suffix) to see if an H has been 
added. (Run the Setup utility, selection 1.) If the integration codes are unique, blind 
transfers are OK, but the stations must be forwarded back to Amanda.
Problem: The U token (used to indicate a partially...

146 Installing [email protected]
Problem: Wrong type of notification record.
Solution: Be sure you selected the right type for the notification record. For example, the notifi-
cation record that turns the message light off must have the type PICKUP.
Problem: Max Times is set for 0.
Solution: Make the value in the Max Times field in the Notify record greater than zero.
Host/Remote Programs Do Not Work
If the Host and Remote programs do not work, one of the following may be causing the 
problem. See...

Appendix A: Troubleshooting Amanda 147
Problem: There is a conflict between the settings in the CONFIG.SYS and \PLAT-
FORM\CONFIG files.
Solution: Check to see that the dualport statement in the \PLATFORM\CONFIG file matches the 
first two characters in the exclusion (X=) statement in the CONFIG.SYS file.
N
OTE:Reboot after making any changes in the CONFIG.SYS file, AUTOEX-
EC.BAT file, or \PLATFORM\CONFIG file.
Problem: The voice board is not installed or properly seated in the PC.
Solution: Turn the...

148 Installing [email protected] 

Appendix B:
Adding a Voice Board
Adding an RDSP/x32 Voice Board
If you upgrade [email protected] to include more ports, you need to know more about 
addressing and installing voice boards. 
Amanda recognizes each installed voice board by its unique address. The first voice board 
has address 300; the second has address 301. To set a voice board’s address, you must 
configure the pins on the voice board correctly using shorting jumpers. Voice boards are 
normally shipped with address 300 (board 1) when...

150 Installing [email protected]
The following table shows how to set the shorting jumpers for each possible voice board 
in Amanda.
Closed means that two pins are covered/connected by the shorting jumper, and Open 
means that the two pins are not covered/connected by the shorting jumper. In the diagrams 
in this chapter, the blacked out pin positions represent closed positions.
T
IP:Installers often place shorting jumpers over only one pin when the posi-
tion is Open. This does not connect the pins, but...

Appendix B: Adding a Voice Board 151
ShowJump Utility
Rhetorex provides the ShowJump utility which also shows how to configure 
the jumpers on various types of Rhetorex boards. On Amanda, this utility is 
stored in the C:\PLATFORM directory.
To use ShowJump:
1. At a DOS prompt, type:
C:\PLATFORM\SHOWJUMP
The Rhetorex Board Jumper Configuration Utility Screen displays the 
jumper configuration for hex address 300 on boards 2108 and 4108 
(which Amanda does not support).
2. Press Page Down until the board...

152 Installing [email protected]
e. Press Y again (to reconfirm).
f. After the DOS prompt C:\AMANDA> appears, wait 30 seconds before turn-
ing off the power.
2. Turn off the computer’s power.
3. Remove the computer cover and locate an available slot. A full length slot is needed 
for models 2132 and 4132.
4. Remove the back slot cover and install the voice board. If there is a rear card guide, 
slide the end of the voice board into it properly.
5. Close the computer cover and turn on the power.
C...