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Amanda Work Group Installation Manual

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    							Chapter 16: Programming Examples 265
    For single-digit responses, you can use a greeting as a menu. 
    For multi-digit responses, you can use the R() command to convert the 
    DTMF tones to an ASCII number.
    For voice forms, you can use the Q() command to save the responses for up 
    to 20 questions as a message.
    Word your requests carefully using the following suggestions:
     Use consistent wording.
    For example, use “Please” to indicate that a request is coming. 
     Make it clear what type of input is expected from the user (keypad 
    input or voice response).
    For example, use “At the tone, please say your last name” or “On your 
    touch-tone phone, please enter the letters of your last name.”
     Use “Press” for single choice, “Enter” for data, and “Say” for voice 
    response.
    For voice response, end the request with “now” or start it with “At 
    the tone, please say…”—whichever is appropriate.
    Providing Information and Feedback
    Be sure to provide some type of feedback for every user action and allow 
    users to reverse unintended operations. For example, you can:
     Repeat the data provided by the user.
    For example, you can use the P() command to play the telephone num-
    ber stored by the R() command or use the Q() command to give the 
    caller the opportunity to edit (review, rerecord, append, or cancel) 
    answers to questions on a voice form.
     Request confirmation.
     Play a greeting that indicates that the application has moved on to 
    the next step. 
    						
    							266 Installing [email protected]
     Repeat the current greeting when there is no response. If there is still 
    no response, provide a message explaining what is happening and ei-
    ther connect the call to an attendant or disconnect it.
     Play an error message, status message, or tone.
    Status messages, such has “We are still processing your order” should 
    play after the first two seconds and then every seven to ten seconds. 
    For an error message, provide a retry greeting (and perhaps suggest a 
    remedy) before repeating the current greeting. Be sure to notify the user 
    when returning to the main menu or transferring the user to an attendant 
    after an error.
    Word your informational greetings carefully using the following 
    suggestions:
     Don’t say Standard Time unless you do not shift to Daylight Savings 
    Time.
    For example, on the west coast, say “Pacific Time.”
     Be brief. When that is impossible, allow the user to listen to the 
    greeting again.
     When providing a telephone number, always repeat it.
     Eliminate unnecessary words.
    For example, use “Please press 1 ‘Yes’ or 2 for ‘No’” rather than “Please 
    press the key with the 1 on it for ‘Yes’ or the key with the 2 on it for 
    ‘No’.”
     When pairing opposite phrases, use words that sound differently.
    For example, avoid pairing Turn On and Turn Off because they sound so 
    much alike.
     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.” 
    						
    							Chapter 16: Programming Examples 267
    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 
    destructive options.
    For example, don’t use 3 for Delete on one menu and Save on another.
     Offer alternates to * and # keys because those keys might be dis-
    abled.
     Use keys 1 and 2 for the most frequently selected options. Users ex-
    pect to use the 1 and 2 keys most often.
     Avoid using keys 1, 2, 5, and 8 as destructive options.
    You might want to avoid 5 and 8 entirely as they are the most error-
    prone key choices. (These two keys are the only ones with a key in each 
    direction.)
     Use the rows and columns of the keypad effectively. 
     Use the left column for actions that precede or are lower than others.
     Use the right column for actions that follow or are higher than oth-
    ers.
    For example use a number in the left column to lower a volume and the 
    corresponding number in the right column to incrmase a volume.
     Consider using a key in the top row as a response to a greeting that 
    says “Go to the top” and a key in the bottom row in response to “Go 
    to the bottom.” 
    						
    							268 Installing [email protected]
    Choosing Tokens
    A number of commands from the Token Programming Language make IVR 
    easier and voice forms possible.
    To present a menu for your caller, you can use:
     The menu fields associated with the mailbox. The mailbox allows 
    the caller to enter either a one-digit response to the menu or another 
    mailbox. Amanda waits long enough to be sure that the caller has fin-
    ished. (For this method, turn Do Not Disturb 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 en-
    ter a mailbox with more than one digit. (For this method, turn Do Not 
    Disturb OFF.)
    To convert the DTMF (or touch) tones entered by the caller into a number, 
    use:
     The R() command, which stores a number in a variable.
    To play a greeting or play back the number stored by the R() command, use:
     The P() command. This command has many variations. See the “To-
    ken Reference” on page 194 for details.
    To play up to 20 questions (from greetings) and store the answers as a single 
    message, use:
     The Q() command, which also allows the caller to edit the responses. 
    Using Tokens
    This example describes parts of an application that records consumer 
    reactions to sample products. For example, hair stylists may be mailed 
    information about a line of new hair care products.
    If interested, a stylist can call an 800 number to request a sample of one of 
    them. The sample is mailed along with product literature and a test ID that 
    uniquely identifies the stylist with the product.  
    						
    							Chapter 16: Programming Examples 269
    After using the product, the stylist calls again to answer a series of questions. 
    For services rendered, the stylist is mailed a small fee or a free case of the 
    product.
    Later, the survey company analyzes the data and reports back to the 
    manufacturer. The application has two parts: 
     Gathering information about a potential tester, such as name, ad-
    dress, telephone number, and the product to be sent 
     Quizzing the testers about the product
    The tester information part (explained in “Gathering Testing Information” on 
    page 270) uses:
     Menus using the M() command and 0 to reach a live attendant at any 
    time.
     The P() command to play a general greeting.
     The R() command to request a telephone number, convert the DTMF 
    tones entered by the stylist, and store the telephone number in a vari-
    able.
     The |() command (that’s the pipe command or vertical bar com-
    mand) to add data about the stylist to a database file.
     A series of greetings that ask for the parts of an address. The Q() 
    command plays the greetings and allows the stylist to edit the re-
    sponses before they are saved as a message.
    The quiz part (not explained) uses:
     Menus using the M() command, using 0 to reach a live attendant at 
    any time.
     The R() command to request the test ID, convert the DTMF tones 
    entered by the stylist, and store the ID in a variable.
     The N() command to look up the test ID in a database file. The da-
    tabase determines what set of questions to ask the stylist. It also con-
    tains 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 employ-
    ee talks to the stylist personally, assuming some error has occurred.
     The Q() command to play a series of questions (greetings), allows 
    the stylist to edit the responses, and stores the set of responses as a 
    message.  
    						
    							270 Installing [email protected]
    Gathering Testing Information
    Mailbox 880 handles all calls coming in on the 800 number and immediately 
    passes the call to the caller instructions mailbox 881 (via the Done Chain). 
    Mailbox 881 has:
    Extension Field:@M(G1,2,30)G(0)
    Amanda plays the menu in Greeting 1. If there is no re-
    sponse from the caller, Amanda plays Greeting 1 again 
    after a three-second pause. If there is still no response, 
    Amanda executes the next token in the Extension field 
    (which goes to the operator).
    DND: OFF
    Store Messages: NO
    Greeting 1: To become one of our testers, press 1. If you are al-
    ready one of our testers and you want to answer a prod-
    uct questionnaire, press 2….
    Menu 1: 1000
    Menu 2:  2000
    Menu 0:  0
    Mailbox 1000 has:
    Extension Field:@P(G1)Q(G2,G3,G4,G5,G6,G7,
    G1#1001,E)R(G2#1001,%S1,30)G(1001)
    Amanda plays Greeting 1 from mailbox 1000 to wel-
    come the tester and to give an overview of the process. 
    Then Amanda asks for the stylist’s mailing address us-
    ing a series of greetings and recording the answers as 
    one message.
    Next Amanda asks for a telephone number and stores 
    it as a variable (%S1). 
    (It would be a good idea to play this number back to the 
    stylist and allow reentry, but this example does not do 
    that. See how this is done in “Two-call Faxback” on 
    page 259.)
    Finally, the call is transferred to mailbox 1001.
    DND: OFF
    Store Messages: YES 
    						
    							Chapter 16: Programming Examples 271
    Greeting 1: Welcome to…. 
    Greeting 2: Please say your last name now.
    Greeting 3: Please say your first name and middle 
    initial now.
    Greeting 4: Please say the name of your business 
    now.
    Greeting 5: Please say your street address now.
    Greeting 6: Please say your zip code now.
    Greeting 7: Please say the name of your city now.
    Greeting 1 of mailbox 1001: Please say the name of your state now.
    Greeting 2 of mailbox 1001: Please use your telephone keypad to en-
    ter a daytime telephone number where 
    we can reach you if necessary. 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 mail-
    box 1000. Amanda stores this number in a variable 
    (%S2). This message number becomes associated with 
    the stylist for the duration of the survey.
    Then Amanda plays the menu in Greeting 3. If there is 
    no response from the caller, Amanda plays Greeting 3 
    again after a three-second pause. If there is still no re-
    sponse, Amanda executes the next token in the Exten-
    sion field (which goes to the operator).
    N
    OTE:Using the message number to uniquely identify 
    the tester works only because no messages will be 
    deleted from mailbox 1000 until after the survey. 
    If you will have more messages than disk space, 
    keep a number in another file. Read the number 
    using the [() command, increment it by one with 
    the +() command, and write the new number (for 
    the next tester) back to the file using the ]() com-
    mand.
    DND: OFF
    Store Messages: NO 
    						
    							272 Installing [email protected]
    Greeting 3: Please select one of the following products….
    Menu 1: 1002
    Menu 2:  1003
    … other menu options …
    Menu 0:  0 
    Mailboxes 1002, 1003, … have:
    Extension Field:@=(%S3,%S2)+(10000,%S3) 
    |(C:\\TESTERS\\TESTX.TXT)P(G1)G(999)
    Next Amanda makes a copy (%S3) of the message 
    number (which identifies the stylist) and adds 10000 
    (or some other product differentiating number) to it. 
    This becomes the test ID.
    Then Amanda appends the stylist’s telephone number 
    (%S1), message number (%S2), and product number 
    (%S3) to a database file (C:\TESTERS\TESTX.TXT).
    Finally, Amanda plays Greeting 1 from the current 
    mailbox and hangs up. (It would be a good idea to have 
    the user verify that the stylist did indeed want this 
    product or return to mailbox 1001, but this example 
    does not do that. You would play a greeting naming the 
    product and ask the stylist to confirm, similar to recon-
    firming the telephone number in Example 4.)
    DND: OFF
    Store Messages: NO
    Greeting 3: Thank you for agreeing to test product such-and-such. 
    You will be receiving…within 10 days. Please try the 
    product and call this system again to answer a few 
    questions about it…. 
    						
    							Chapter 17:
    Installing the Clients
    Installing from Various Platforms
    Now that the Amanda Voice Server is up and running properly, you may 
    enable each workstation to access [email protected]/DOS by loading 
    the Amanda Clients. 
    You can install the Amanda Clients by going from desk to desk with the 
    installation disks, or you can copy the software onto a network file server 
    and then install it on each workstation from the file server.
    There are two client installation disks. One contains the installation files for 
    the user clients: Amanda Messenger, Amanda Dialer, and Amanda Fax. For 
    more information about these clients, see [email protected]/DOS 
    Workstation Features.
    The other installation disk contains the installation files for the administrator 
    clients: Amanda Administrator and Amanda Monitor. For more information 
    about these clients, see Administering [email protected]/DOS.
    N
    OTE:The Amanda Company recommends that you install only 
    the User client programs onto the network file server. As an 
    extra level of security, the Administration client programs 
    should be installed only from the installation disk to autho-
    rized system administration personnel. 
    						
    							176 Installing [email protected]/DOS
    Installing from a File Server
    To copy the users’ client files to the file server:
    1. Insert the [email protected]/DOS Users disk into the floppy drive.
    2. Create a directory to store these files on the network drive using File 
    Manager or Windows Explorer.
    3. Copy the contents of the floppy drive to that directory. 
    You may need to contact your network system administrator for assis-
    tance.
    To install the users’ client files from the file server:
    1. If any previously installed Amanda Clients are running, close them.
    2. Access the network drive.
    3. Open the directory where the clients are stored. 
    4. Double-click SETUP.EXE. 
    5. Follow the directions on the screen.
    Installing from a Floppy Drive on Windows 3.11
    To install either user or administrator clients:
    1. If any previously installed Amanda Clients are running, close them.
    2. Insert the appropriate [email protected]/DOS installation disk into 
    the floppy drive.
    3. From the Program Manager, select File and then Run. 
    4. At the Command Line, type 
    A:SETUP then click OK.  
    						
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