Amanda Work Group Installation Manual

							Chapter 16: Programming Examples 255
Translating to Amanda’s Tokens:
1. To ask the caller for an order number, use R(G1,%S1,20) where Greeting 
1 has the recording “Please enter the five-digit order number now.” 
After the caller enters the order number, Amanda can perform some 
additional checking. For example, to determine if a five-digit order 
number was entered, use 
I(LEN[%S1],!,5,
mailbox). If the number of 
digits stored in %S1 is not equal to 5, Amanda continues processing 
with mailbox mailbox.
2. To determine whether or not the order shipped, you examine the file 
SHIPPED to find out if it contains the caller’s order number. Use 
?(%S1,C:\\SHIPPED,
mailbox)to find out whether or not a string (%S1), 
which contains the order number, is in a file SHIPPED. If it is, Amanda 
continues processing with mailbox mailbox.
3. If the order number is not in the file SHIPPED, Amanda continues pro-
cessing at the token after the ?() token. Therefore, to tell the caller that 
an order has not shipped, you use 
P(G1) where Greeting 1 plays, “Sorry, 
but your order has not yet shipped, please call back tomorrow.” To tell 
the caller the order’s ship date, first determine that date using 
V(C:\\SHIPDATE,1,%S1,2,%S2), which scans the first column of the 
file SHIPDATE for the value in %S1. After finding the first match, 
Amanda stores the value in the second column as %S2. Then you use 
P(G1)P(%S2,D) to tell the caller the date. Here Greeting 1 plays, “Your 
order was shipped on.”
Summary
To summarize the above, the mailbox settings and tokens are as follows:
mailboxExtension/RecordingDone 
Chain
2000@R(G1,%S1,20) I(LEN[%S1],!,5,2001)G(2002)
2001“Your order number must be five digits. Good-bye.”999
2002@?(%S1,SHIPPED,2003)P(G1)999
2003@V(SHIPDATE,1,%S1,2,%S2) P(G1)P(%S2,D)999 
						

							256 Installing [email protected]
One-call and Two-call Faxbacks
You can use fax files and the token programming language to perform one-
call and two-call faxbacks. Most of this functionality is preconfigured for 
you inside Amanda using specific mailboxes.
A one-call faxback is a call from a fax machine so that a document can be 
faxed to the caller at that fax machine. Unless you have a toll-free telephone 
line, the faxing is at the caller’s expense.
A two-call faxback requires two calls. Someone calls from his telephone, 
indicates what documents to fax, and leaves his fax number. Amanda calls 
the fax machine and sends the documents. This second call is at your 
expense, so you may want to do two-call faxbacks only in your area code or 
under other special circumstances.
You must have already installed and configured an appropriate fax modem 
for Amanda before the following examples can work. 
Sending Faxes to Amanda
Before you can send faxes from Amanda, the data to be faxed must be stored 
on the hard drive. Because Amanda uses a proprietary fax format, you must 
fax the data to her. You can set up a mailbox to do both of the following:
 Receive the data that you fax to Amanda
 Store the faxes with numbered names in the C:\FAX directory, from 
which they can be used in one-call and two-call faxbacks
You can also create the documents to be faxed using Amanda Fax. Copy 
those documents to Amanda using Amanda Monitor or the FileCopy 
command on Amanda Standalone’s Main screen. For more information 
about Amanda Fax, see Using [email protected] Workstation Features. 
						

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If you decide to use a fax machine and a mailbox, the mailbox that performs 
these tasks must have:
Extension Field:@R(G1,%S1,30)J(“C:/FAX/
%S1”,””,”%X%FH”)G(999)
DND: OFF
Screen Calls: OFF
Store Messages: YES
Greeting  1: Please enter the number of the fax that you are sending 
new.
%S1 must not be used in any other application.
%X must be defined in 1001.PBX.
%F must be the extension that is physically connected to the fax modem 
and must be set in the install.cfg file, the file controlled by the Setup 
utility.
Do not enter more than eight digits in response to this greeting (because 
of DOS naming conventions). The number you enter becomes the name 
of the file. For example, if you type in 32, the fax is stored as 
C:\FAX\32.
N
OTE:You must have created the C:\FAX directory previous-
ly. Amanda does not create this directory for you.
One-call Faxback
To set up a one-call faxback, you need to use one mailbox for each 
document. If you have no more than ten documents, you need only one 
mailbox for the greeting that supplies the menu of available documents.
The following example assumes that you have three documents and uses 
only four mailboxes. The documents are named TECH1, TECH2, and 
TECH3 to represent technical reports #1 through #3. They are stored in 
C:\FAX. It uses mailboxes 92000 to 92003, but you can use any mailboxes. 
						

							258 Installing [email protected]
Mailbox 92000 contains the menu. It should have the following settings and 
greetings:
Extension Field: blank
DND: ON
Store Messages: NO
Greeting 1: If you are calling from your fax machine, please press 
the number corresponding to the technical report you 
are interested in. For report #1 on SMDI, press 1. For 
report #2 on Service Plans, press 2. For report #3 on 
Upgrading Voice Boards, press 3.
Menu 1: 92001
Menu 2:  92002
Menu 3: 92003
Mailbox 92001’s Extension field contains the tokens that send technical 
report #1.
Extension Field:@T(C:/FAX/TECH1,,P(G1)%X%FH)
DND: OFF
Store Messages: NO
Greeting  1: Please press the start button on your fax machine at the 
tone. 
Mailbox 92002’s Extension field contains the tokens that send technical 
report #2.
Extension Field:@T(C:/FAX/TECH2,,P(G1)%X%FH)
DND: OFF
Store Messages: NO
Greeting  1: Please press the start button on your fax machine at the 
tone. 
Mailbox 92003’s Extension field contains the tokens that send technical 
report #3.
Extension Field:@T(C:/FAX/TECH3,,P(G1)%X%FH)
DND: OFF
Store Messages: NO
Greeting  1: Please press the start button on your fax machine at the 
tone.  
						

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NOTE:All the quotation marks in these token examples are single 
quotation marks (although double quotation marks can be 
used). Forward slashes are used (although double back-
ward slashes \\ can also be used with this token).
Two-call Faxback
This example allows the caller to select one or more fax documents, and 
leave his fax number. The steps are as follows:
1. Request the fax area code (this is to determine whether or not to set up 
for long distance dialing).
2. Confirm the area code. If it is not confirmed, go back to step 1.
3. Request the fax telephone number.
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 says the numbers that were entered by the caller so the caller can 
confirm, reenter, or exit the faxback routine.
Extension Field:@R(G1,%S1,20)P(G2)P(%S1)M(G3,2,30)
DND: OFF
Store Messages: NO
Greeting 1: Please enter the area code of your fax machine now.
Greeting 2: You entered area code:
Greeting 3: If this area code is correct, press 1 now.
If this area code is not correct and you want to re-enter 
it, press 2 now. 
If you do NOT want to have documents faxed to you, 
press 3 to exit.
Menu 1: 1001 
						

							260 Installing [email protected]
Menu 2: 1000
Menu 3: 991
Mailbox 1001’s Extension field contains the tokens that determine whether 
or not the entered area code is local (assuming that the local area code is 
714). If the area code is not local, it stores the long distance dialing digit 1 in 
the variable %S0.
Extension Field:@I(%S1,=,714,1002)=(%S0,1)G(1003)
DND: OFF
Store Messages: NO
If the area code is local, mailbox 1002’s Extension field sets both the long 
distance dialing string and the area code string to  (the empty string).
Extension Field:@=(%S0,)=(%S1,)G(1003)
DND: OFF
Store Messages: NO
Mailbox 1003’s Extension field contains the tokens that request the fax 
telephone number and stores it in the variable %S2.
Extension Field:@R(G1,%S2,40)P(G2)P(%S2)M(G3,2,30)
DND: OFF
Store Messages: NO
Greeting 1: Please enter the telephone number for your fax ma-
chine now.
Greeting 2: You entered the fax telephone number:
Greeting 3: If this fax telephone number is correct, press 1 now.
If this number is not correct and you want to re-enter it, 
press 2 now. 
If you do NOT want to have documents faxed to you, 
press 3 to exit.
Menu 1: 1004
Menu 2: 1003
Menu 3: 991 
						

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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 be faxed to 
you. 
Mailbox 10043’s Extension field contains the tokens that send technical 
report #3.
Extension Field:@P(G1)>(C:/FAX/TECH3)G(1005)
DND: OFF
Store Messages: NO
Greeting  1: The technical report on upgrading voice boards will be 
faxed to you.  
						

							262 Installing [email protected]
Mailbox 1005 allows the caller to select another document to be faxed or to 
end the call (Menu 2 goes to 999). You might prefer to have Menu 2 return to 
the caller instructions mailbox 991.
Extension Field: blank
DND: ON
Store Messages: NO
Greeting 1: To request an additional document, press 1; to exit, 
press 2.
Menu 1: 1004
Menu 2:  999
N
OTE:All the quotation marks in these token examples are single 
quotation marks (although double quotation marks can be 
used). Forward slashes are used (although double backward 
slashes \\ can also be used with this token).
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 (which explains the choices—
perhaps using a different voice for the explanations) and an expert mode 
(which offers minimal explanation).
Consider using short-cut options that allow expert users to access 
information more quickly. 
Also think about the average user’s vocabulary and familiarity with similar 
systems as well as the type of telephone he will use and the location from 
which he will probably call. For example, don’t use technical terms with 
non-technical users. If you expect users to call from pay telephones, the 
noise around them might make voice response a poor choice. 
						

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Making the User Comfortable
To make users feel that they are in control of the application rather than at 
the mercy of it, the greetings should perform the following tasks in order:
1. Identify the company or service so that the user can determine whether 
he has placed his call correctly.
2. Identify the application as non-human so that the user does not expect 
human interaction.
For example, avoid personal pronouns in phrases. Use “Please enter the 
number” rather than “tell me the number.”
3. If necessary, separate callers using touch-tone telephones from those 
using dial-pulse telephones.
Use something similar to “If you are calling from a touch-tone phone, 
please press 1 now. Otherwise, please remain on the line. An attendant 
will help you.”
4. Early on the first menu, offer the user access to a human attendant.
5. Offer access to a human attendant and call termination on each menu 
level.
6. Customize the greetings for the user.
For example, if the user has only three of the five services you offer, 
never offer him the option of adding the services that he already has or 
the option of canceling the services that he does not have.
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 
						

							264 Installing [email protected]
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 contains a number. 
For example, use “To order the Series 3, press 3” rather than “To order 
the Series 3, press 1”—even when your most popular sales item is Series 
3.
 Limit the number of options on each menu. If a menu contains more 
than eight options (including reaching an attendant, returning to pre-
vious menu, and exiting), break this menu into submenus.
Word your menus carefully using the following suggestions:
 State the result before the action.
For example, use “For Accounts Payable, press 1” rather than “Press 1 
for Accounts Payable.”
 Be consistent from option to option and menu to menu.
For example, use “Please make your selection now” on each menu level 
to indicate that all the menu options have been offered.
 Use “Press” for a single-digit response or “Enter” for multi-digit re-
sponse.
 Say the number on a key rather than a letter on that key—even if the 
letter is more significant.
For example, say “Press 3” rather than “Press F.”
Making Requests
Requests to users fall into the following categories:
 Request for single-digit response (such as 1 for Yes or 2 for No)
 Request for multi-digit response such as a telephone or credit card 
number
 Group of questions that comprise a voice form
For example, you might ask the user a series of questions, the answers to 
which are essentially the fields on a paper form. These voice responses 
are saved as messages.