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 everyone even if the customer service representative you have 
been working with is out of the office: [email protected].
Resetting a Port from the Main Screen
The Main screen is used primarily for information about the system. However, Amanda 
also allows you to reset a port from the Main screen so that the system does not have to be 
completely shut down. This is a hidden feature, so that people will not accidentally make a 
port idle. No dialog box appears on the screen. 
Ports are represented by two digits. Port 1 is 01, port 5 is 05, port 13 is 13, and so forth. To 
reset a specific port (make it go IDLE), do the following:
1. Press Ctrl+Home. 
2. Press Alt+P. 
3. Enter the two-digit port number.
This forces a hangup on the specified port.
C
AUTION:Anyone using the port being reset is disconnected without warning. 
What to Do When…
This section explains what to do when:
 Amanda does not transfer the call
 The caller doesn’t hear the Busy or RNA Greeting
 Notification does not work correctly
 The Host/Remote programs do not work
 You see the message: RDSP Not Located at any Interrupt Vector 
						

							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 correct for the tele-
phone switching system Amanda is connected to.
N
OTE:The telephone switching system dial codes should be in the system’s 
manual.
Problem: The telephone switching system returns stutter dial tone on a transfer hookflash.
Solution: If stutter dial tone is returned, change the value of the Number of seconds to wait for 
dial tone detection option to 0 seconds. (Run the Setup utility, selection 1.)
Problem: The telephone switching system does not return dial tone on a transfer hook-
flash—and it is supposed to.
Solution: Do one or more of the following:
 Check your single line station card to see if it is operating properly
 Use a buttset or single line telephone to verify that the switch is not giving dial 
tone to the ports
 Check to see that you have enough Touch Tone Receivers (TTRs, also called 
DTMF receivers)
Problem: Token programming is being used and a hookflash has not been entered in the 
Extension field.
Solution: Review the tokens and insert a hookflash where needed. When the Extension field 
starts with @, a F- or %X will not enable PCPM. Amanda does not listen for call 
progress tones. The W() token can be used to listen for voice.
Problem: An additional hookflash is needed because the transfer involves both Centrex 
lines and a telephone switching system.
Solution: Include another F- in the Dial code to put a caller on transfer hold option (also known 
as dl_dtwait). (Run the Setup utility, selection 1.)
Problem: The call progress tones are not correct.
Solution: You should use GetTones or AccuCall Plus to correct the call progress tones. See 
“Chapter 5: Defining Tone Patterns.”
Problem: There may be insufficient intercom paths on older analog telephone switching 
systems.
Solution: Check your telephone switching system’s intercom path capability to see if additional 
hardware will add more intercom paths.
Caller Doesn’t Hear the Busy Message or RNA Greeting
If the caller does not hear a busy or RNA (ring no answer) greeting, one of the following 
may be causing the problem.
Problem: Amanda is unable to recognize a busy or RNA tone.
Solution: You should use GetTones or AccuCall Plus to correct the call progress tones. See 
“Chapter 5: Defining Tone Patterns.” 
						

							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 supervised transfer) is unrecognized, so 
the call is not processed correctly.
Solution: Remove the U token and place the call again to see if the greeting can be heard or look 
at the trace file to see which token within the extension field is failing.
Problem: The integration patterns are incorrect.
Solution: Run a trace on the system to see if the integration strings coming across the port match 
the ones Amanda is expecting. (Run the Setup utility, selection 3.)
Problem: The Busy and Ring No Answer integration patterns are identical, so Amanda 
treats both types of calls the same.
Solution: Remove one of the integration strings by running the Setup utility, selection 3. Integra-
tion strings include:
 busy (bbbb)
 ring no answer (rrrr)
N
OTE:This prevents the caller from hearing one of the two greetings. You 
should remove the busy integration string (the one including the b’s). 
Problem: The Busy chain or RNA chain sends the call to another mailbox.
Solution: Check the mailbox you are calling to be sure the Busy and RNA chains are empty.
Notification Does Not Work Correctly
If notification does not work correctly, one of the following may be causing the problem.
If using roving notification, make sure that all single line ports connected to the voice 
board ports get dial tone when they go off-hook and also program the phone system to 
grant all Amanda ports outside dial tone, when a 9 or some other code is dialed.
If using dedicated or restricted notification, make sure that the designated port has the 
attributes stated in the above paragraph.
Problem: H in Notify Method field.
Solution: Check to see that the dial string in the Notify Method field for the mailbox does not 
contain an H.
Problem: Using %E in a Method field
Solution: You cannot use %E in a notification Method field unless the Extension field contains 
only the extension number. To insert an extension number into a Method field when 
you cannot use %E, do one of the following:
 Use %U instead of %E if the extension number and the mailbox number are the 
same
 Put the extension number in the Variable field in the notification record and use 
%V in the Method field
Problem: Timing problems (pager with voice greeting, Amanda not waiting for dial tone).
Solution: Call the pager and count the seconds and/or rings it takes to respond. Use the W token 
to wait an appropriate time and/or number of rings.
Problem: Wrong code for message waiting lights.
Solution: Check your telephone switching system manual to verify that the codes for turning on 
a message waiting light from a single line extension are correct. 
						

							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 “Chapter 10: Accessing Amanda Remotely.”
Problem: Both modems used have a bps higher than 2400.
Solution: Make sure you use /f on the command line if both modems are faster than 2400 bps 
(bits per second).
Problem: Host is not loaded in the AUTOEXEC.BAT file or has not been loaded manually.
Solution: Check your AUTOEXEC.BAT to see if “rem” is in front of 
LH HOST  /4 statement. Or type LH HOST /x with the COM port x at the DOS prompt 
(C:\).
Problem: Host is installed on the wrong COM port.
Solution: Check what COM port your modem is using and change the LH HOST statement to 
use that port number.
Be sure that the host program is not using the same COM port as any other process, such 
as SMDI or your fax modem.
Problem: An internal modem is being used and there is an IRQ or a COM port conflict with 
the computer’s controller card.
Solution: Check your computer’s controller card and verify that your modem’s COM port is dis-
abled on the controller card.
Problem: Remote is installed on a COM port other than COM 1 or 2.
Solution: To use the Remote program, the modem must use only COM 1 or COM 2. Verify that 
the modem is set for one of these ports. Then run the remote program designating the 
correct port.
Problem: Other communications software is still running.
Solution: Remove all other remote software from the computer’s AUTOEXEC.BAT file and do 
not load any other remote software manually.
Message:  RDSP Not Located at Any Interrupt Vector
If you see the RDSP Not Located at any Interrupt Vector message, one of the following 
may be causing the problem.
Problem: The CMOS settings are incompatible.
Solution: Make sure the CMOS settings disable all adapter ROM shadowing or shadow RAM, 
except for the F000 (hexadecimal) segment/system ROM shadow.
Problem: The Exclusion statement in CONFIG.SYS is incorrect.
Solution: Back up your existing CONFIG.SYS, AUTOEXEC.BAT, and \PLATFORM\CON-
FIG files.
Then try to rerun, from the C:\ prompt, 1STTIME.BAT to reconfigure your PC’s memory. 
						

							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 power off and check that the board is properly seated in its slot on the moth-
erboard.
System Halts
Problem: The lpt_port option is set to a non-zero number but no printer is attached.
Solution: Run Setup as explained in “Chapter 3: Running the Setup Utility.” Select System Con-
figuration Options, then General Configuration, then General Defaults. Change x in 
“Printer attached to LPT [x]” to zero if no printer is attached.
Problem: The host is loaded on a non-existent COM port.
Solution: Check to see that the internal modem has not been removed. 
						

							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 you receive them. You should check 
the address and change it, if necessary.
If you look at the voice board with the 4-wire (RJ-14) jacks to the right, the 10 sets of pins 
are in a row along the bottom of voice boards (models 432 and 232). The jumper positions 
are labeled as powers of 2 (1, 2, 4, 8, 16, 32, …). (However, the table below numbers them 
from 1 to 10.) 
						

							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 it does prevent losing 
jumpers.
Notice that the jumper positions numbered 3 through 7 are always closed and that the 
jumper positions numbered 8 and 9 are always open. You will change only the leftmost 
three jumper positions (those numbered 0, 1, and 2 in the table).
The next table show the jumper positions graphically.
C
AUTION:Do not add or remove shorting jumpers while power is applied to the board.
HexLeftmost Jumper PositionsRightmost
Boar
dAd-
dress123456278910
1300Close
dClose
dClose
dClose
dClose
dClose
dClose
dClose
dOpenOpen
2301OpenClose
dClose
dClose
dClose
dClose
dClose
dClose
dOpenOpen
A Graphical View
Board
Hex
Address
Jumper Positions
1300
2301 
						

							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 you are interested in is displayed.
3. Then type the hex address and press Enter.
The jumper configuration for the displayed board changes to fit the 
address that you entered.
4. Press Esc to exit.
Installing Voice Boards
After making sure the address for the voice board is correct, you can install 
it.
To install the voice board:
1. If this is a new installation, go to step 2. Otherwise, shutdown Amanda 
from the Main screen:
a. Press Alt+S.
b. Type in the password. (The default is AMandA with only the 
first two and the last letter capitalized.)
c. Press Enter.
d. Press Y (to confirm the shutdown). 
						

							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
AUTION:Use an ESD-safe station while configuring and installing your board. 
Otherwise, static discharge may damage your board.
Connecting Ports
You create a port by connecting a telephone line to a voice board. Amanda can support 
from 2 to 24 ports. On a Rhetorex voice board with two connectors, the top connector 
represents the first two ports and the bottom connector represents the second two ports for 
a total of four ports per board. Each connector on a voice board is an RJ-14 modular jack. 
The inner pair is one port, and the outer pair is the other port. 
Ports are numbered consecutively from 1 to 24. Port 1 is connected to the lowest 
addressed voice board (usually address 300). Each connector on the voice board is linked 
to your telephone switching system by a standard 4-wire line cord to a standard RJ-14 
modular jack which should represent two analog (single-line) extensions.