Amanda Work Place Instructions Manual

							Chapter 6: Defining Integration Patterns 33
The character codes in the integration patterns are defined as follows:
Realize that the character codes you use define not only the placement of the extension 
information in the pattern, but also the call state, that is, Ring No Answer, Busy, Direct, 
and so forth. Therefore, you can control Amanda’s behavior based upon your specific 
requirements. For example, if your customer does not wish to allow for Busy call states, 
then modify the integration character codes and replace the b’s with r’s.
CodeDescription
bBusy call state
When bbb (or bbbb) appears in the integration pattern, Amanda checks the 
Busy Chain. If the Busy Chain is blank, she plays the custom busy message for 
mailbox bbb (or bbbb) or the system busy message.
cANI or Caller ID digits
When a string of c’s appears in the integration pattern, Amanda stores the 
DTMF characters at those locations in the port variable %H. With token pro-
gramming the %H can be used to identify callers and so forth.
eDirect dial call state (used to access a mailbox directly by Amanda asking for a 
security code) 
When eee (or eeee) appears in the integration pattern, Amanda assumes the 
caller wants to log in to mailbox eee (or eeee) and asks for the security code.
iImmediate record call state (plays the record tone and starts recording a mes-
sage)
When iii (or iiii) appears in the integration pattern, Amanda begins recording a 
message for mailbox iii (or iiii) without playing a prompt first.
rRing-no-answer call state that indicates who the call was for and that it was not 
answered
When rrr (or rrrr) appears in the integration pattern, Amanda checks the Ring 
No Answer (RNA) Chain. If the RNA Chain is blank, she plays the current 
greeting for mailbox rrr (or rrrr) or the system greeting.
See the configuration option “integration_greeting” on page 162 for informa-
tion about how the system greeting can be played when an integrated call has 
both the rrr and sss (or rrrr and ssss) fields set.
sInformation regarding where the call came from (for handling message replies) 
If sss (or ssss) is found in the integration pattern along with b’s or r’s, Amanda 
recognizes mailbox sss as the sender of the message—if one is left.
T
IP:When using s’s, the integration requires User 
IDs for all telephones, even those in the file room and lobby.
tTrunk call or CO line ID; this can also be used for dynamic port allocation
When ttt (or tttt) appears in the integration pattern, Amanda processes mailbox 
ttt (or tttt) normally. Whenever a call comes in on trunk line 3, for example, 
mailbox 3 is processed. If trunk lines 1 to 20 support two companies that share 
an Amanda system, mailbox’s 1–10 can have @G(990) in their Extension 
fields—causing Amanda to play one company’s greeting. mailbox’s 11–20 can 
have @G(880) in their Extension fields—causing Amanda to play the other 
company’s greeting. 
xWild card that matches anything (use this carefully) 
For example 6xxxx would match every inband signaling string that had a 6 fol-
lowed by four other characters. 
						

							34 Installing [email protected]
Some telephone switching systems have timing problems that cause the first DTMF digit 
to be missed. In such cases, it is useful to add integration patterns that are variations of the 
current patterns. For example, you might add a second pattern for Direct calls (
1***eee 
in our example) as 
***eee. These are identical—except the first digit is missing in the 
second pattern. You can also try reducing the delay time (Delay option on SMDI tab in 
Setup utility).
Never remove leading digits froma pattern if they differentiate this pattern from another or 
if they are “active” digits (such as r’s and b’s).
Running Integration Helper
If you know that your telephone switching system supports DTMF integration, the 
Integration Helper utility also allows you to determine the integration patterns. 
Before running the Integration Helper be sure that you:
 Enable your telephone switching system for voice mail integration.
 Program a test extension for call coverage, or call forwarding on Ring No Answer 
and Busy, to Amanda. The following procedure assumes that this extension is 111, 
but it can be any extension.
 Make another extension available for placing test calls. The following procedure 
assumes that this extension is 127.
To run Integration Helper:
1. Press F4 to run the Integration Helper utility.
The following appears on the screen:
Integration Helper—Waiting for a call on any port…To 
abort press ESC…
2. Place sample calls by calling from the available extension (127) to your test extension 
(111). Use these calls to generate DTMF tones so Integration Helper can capture 
them. You can capture Ring No Answer, Busy, and Direct call codes—using exten-
sions and CO trunk lines. See “Placing Test Calls” on page 35.
3. As a code is captured, it appears on the Edit Integration Pattern screen. You see the 
captured pattern on two lines, one that is for display only and the other which you 
edit. For example, you need to replace extension numbers with patterns such as rrr for 
ring no answer. (See “Using Character Codes” on page 32 for more information.)
4. When you have finished, press Esc to return to the System Integration Patterns screen. 
The screen should be filled with the captured DTMF digits (per your edits) and the 
descriptions of those codes. 
						

							Chapter 6: Defining Integration Patterns 35
Placing Test Calls
You can place test calls of the following types:
Available extension (127) calls the test extension (111) for Ring No Answer: 
After a Ring No Answer condition occurs, the call should be forwarded to the Integration 
Helper program which answers the call and captures the DTMF digits played by the 
telephone switching system. You define what type of test call you made.
Available extension (127) calls the test extension (111) while the test extension is 
Busy: 
Verify that the test extension (111) has been call forwarded Busy to the single-line ports 
you have programmed for Amanda. Make the test extension (111) Busy. From the 
available extension (127), call the test extension (111). The test extension (111) should 
forward to the single-line ports immediately after the Integration Helper captures the 
DTMF digits (if any).
Test extension (111) calls directly to Integration Helper: 
From the test extension (111), call the single-line ports. Integration Helper captures the 
DTMF digits (if any). Note that some telephone switching systems use different codes 
depending upon whether this direct call was made by dialing an extension or by pressing a 
message light. You should run both tests if you suspect this to be true of your system.
Available extension (127) using a CO line calls in and rings the test extension (111) 
for Ring No Answer: 
From the available extension (127), select an outside CO line and call in to where you are 
installing Amanda. When the receptionist answers, ask to be blind transferred to the test 
extension (111), which should forward to the Integration Helper after a certain number of 
rings.
Available extension (127) using a CO line calls in while the test extension (111) is 
Busy: 
Make the test extension (111) busy. From the available extension (127), select an outside 
CO line and call the company where you are installing Amanda. When the receptionist 
answers, ask to be blind transferred to the test extension (111), which should forward to 
the Integration Helper immediately. 
						

							36 Installing [email protected]
Forward from Ring No Answer Example
You may have two patterns labeled “Forward from Ring No Answer.” Both should contain 
the extension number (111) that was call forwarded to the Integration Helper. This is the 
extension that did not answer. One of the patterns may contain the available extension 
number you called from (127). 
For example, suppose the integration patterns were:
#02#127#111# 
and 
#03##111
You replace the digits of the test extension (111, the extension that did not answer) with r’s 
and the digits of the telephone from which the call was made, 127, with s’s:
#02#sss#rrr# 
and 
#03##rrr
This takes care of extensions that have exactly three digits (such as 111 and 127). To 
handle four-digit extensions, for example, you would have used:
#02#ssss#rrrr# 
and 
#03##rrrr
Direct Call Example
As a result of the Direct test call, one pattern should be labeled “Direct call…” and contain 
the extension number for the telephone from which you called (111). 
Replace the extension number with e’s. For example, change:
1***111
to:
1***eee
This takes care of extensions that have exactly three digits (such as 111 and 127). To 
handle four-digit extensions, for example, you would have used:
1***eeee
Forward from Busy Example
For patterns labeled “Forward from Busy,” you replace the extension number that was 
busy with b’s. If there is a pattern that contains the extension from which the call was 
made, replace the extension number with s’s. 
						

							Chapter 7:
Configuring Amanda
Using This Chapter
This chapter contains a questionnaire that helps you determine exactly how your customer 
needs his Amanda system to be set up. It also guides you as you configure an Amanda 
system for the first time. Fortunately, The Amanda Company has configured Amanda so 
that over 90% of the configuration options need no change whatsoever. 
For a complete list of the configuration options, see “Appendix C: Configuration 
Reference.”
Using the Questionnaire
Use this “First Use” questionnaire to find out how your customers prefer to use their 
Amanda system. Use the results as you run Setup, selection 4, to set configuration options, 
and as you create the mailbox template (usually mailbox 997). Then create mailboxes for 
users.
Question Column
The questions address:
 How Amanda handles all callers.
 How Amanda interacts with most users. You assign new users the options that 
give them an initial, usable mailbox configuration. After each mailbox has been 
created, the System Administrator can change these options, and the users them-
selves can change some options.
 System Administration issues.
During your interview with the client, you will use the Question and Circle Response 
columns in this questionnaire to select the Amanda features for this site.
Location Column
You will use the Location and Action columns to implement these features on Amanda. 
The Location column uses this symbol 
→ to separate the choices you must make at each 
menu level to select the feature from the correct Amanda screen. For example, “In the 
Setup utility, select System Configuration Options
→General Configuration→Incoming 
Calls” means “In the Setup utility, first select Configuration Options, then select General 
Configuration, then select Incoming Calls.” 
						

							38 Installing [email protected]
The Location column includes the name of the configuration option (called a parameter) 
for each feature. The options and their current settings are stored in 
C:\AMANDA\INSTALL.CFG. You can review them using the Setup utility. From Setup, 
select System Configuration Options
→Advanced Configuration→General.
First Use Questionnaire 
QuestionCircle
ResponseLocation and Amanda 
Parameter (if applica-
ble)Action
1)  Amanda normally says “Please hold while I try 
that extension” as she transfers a call. This feature can 
be turned off. 
Do you want Amanda to say “Please hold….?”YESIn the Setup utility, select
System Configuration 
Options→
General 
Configuration→
Incoming Calls.Set the Amanda Says “Please Hold 
While…” check box to T for True, 
which is the default.
NOAmanda parameter is 
please_holdSet the Amanda Says “Please Hold 
While…” check box to F for False
You can also bypass this message for 
individual mailboxes using the Token 
Programming Language (although 
only blind transfers are supported).
2)  Do you want Amanda to verify that a caller is still 
on the telephone before transferring the call to an op-
erator?
(Amanda asks the caller to “Say yes at the tone” be-
fore transferring the call.)YESIn the Setup utility, select
System Configuration 
Options→
General 
Configuration→
Incoming Calls.Set the Amanda Says “Please Say 
‘Yes’…” check box to T for True.
NOAmanda parameter is 
dtmf_gateSet the Amanda Says “Please Say 
‘Yes’…” check box to F for False, 
which is the default. 
3)  Do you want callers to be able to hold for busy ex-
tensions?YESIn the Setup utility, select
System Configuration 
Options→
General 
Configuration→
Incoming Calls.
Amanda parameter is 
cancel_busy_holdSet the Caller Can Hold check box to 
T for True, which is the default.
NOSet the Caller Can Hold check box to 
F for False.
4)  If YES to 3, do you want active or inactive hold?
On active hold, the caller is prompted to press * to re-
main on hold.
On inactive hold, the caller takes no action to stay on 
hold.
(800 numbers benefit from using active hold, because 
the caller cannot leave the telephone unattended.)ACTIVEIn the Setup utility, select
System Configuration 
Options→
General 
Configuration→
Incoming Calls.
Amanda parameter is 
active_holdSet the Active Hold check box to T for 
True, which is the default.
INACTIVESet the Active Hold check box to F for 
False.
5)  Do you want direct messages to play the Name/
Extension recording instead of the mailbox’s greet-
ing?
 (A direct message is left in a user’s mail box without 
attempting to ring that user. By default, Amanda 
plays the mailbox’s greeting. The Name/Ext record-
ing is shorter than the mailbox’s greeting.)YESIn the Setup utility, select
System Configuration 
Options→
General 
Configuration→
Incoming Calls.
Amanda parameter is 
short_direct_sendSelect the Play User’s Name and Ex-
tension Recording option.
NOSelect the Play User’s Greeting option 
(which is the default). 
						

							Chapter 7: Configuring Amanda 39
6)  Do you want Amanda to answer all incoming calls 
or only answer when the operator cannot get to the 
phone within a certain number of rings?
(This decision can vary from port to port.)ALL CALLSIn the Setup utility, select
System Configuration 
Options→
Advanced
Configuration→
Per Port.
Amanda parameter is 
n_ringsSet N_RINGS to 1 for each port.
This is a per port setting. The default is 
one ring on each port.
(Amanda is being set up as a primary 
attendant.)
AFTER x 
RINGS
What is x?Set N_RINGS to x for each port, 
where x in the number of rings. This is 
a per port setting.
(Amanda is being set up as a second-
ary attendant.)
7) Do you want callers who use the company directo-
ry (411) to press * to transfer to the mailbox being de-
scribed?YESGlobal settings parameter 
is tmo_dir_
transfer
.Set tmo_dir_transfer a number greater 
than 0. The default is 2.
NOSet tmo_dir_transfer to 0.
8a)  Do you want users and callers to be able to listen 
to, rerecord, or cancel messages and greetings that 
they create?YESIn the Setup utility, select
System Configuration 
Options→
General 
Configuration→
Messages.
Amanda parameter is 
end_rec_menu 
record_menuSet the Allow Listening To… check 
box to T for True, which is the default.
NOSet the Allow Listening To… check 
box to F for False.
8b)  Do you want users and callers to hear a prompt 
before they start recording or just the beep?
The prompt is “Begin recording at the tone. Finish by 
pressing # or hanging up.”PROMPT and 
BEEPIn the Setup utility, select
System Configuration 
Options→
Advanced 
Configuration→
General.
Amanda parameters are 
begin_rec_prompt 
record_menu Set begin_rec_prompt
 to T for 
True, which is the default. Set 
record_menu
 to T for True, which 
is the default.
BEEP ONLYSet begin_rec_prompt
 to F for 
False. Set record_menu
 to T for 
True, which is the default.
9)  When users listen to messages, Amanda normally 
plays the messages in chronological order. 
Do you want users to hear urgent messages first?YESIn the Setup utility, select
System Configuration 
Options→
General 
Configuration→
Messages.
Amanda parameter is 
urgent_to_frontSet the Urgent Messages First check 
box to T for True, which is the default.
NOSet the Urgent Messages First check 
box to F for False.
10)  When a user listens to messages, should Amanda 
start with his first new (unheard) message or the first 
message in his message list (whether heard or un-
heard)?NEXT NEW 
MESSAGEIn the Setup utility, select
System Configuration 
Options→
General 
Configuration→
Messages.
Amanda parameter is 
play_new_firstSet the Play Next New Message check 
box to T for True.
FIRST MES-
SAGE IN 
LISTSet the Play Next New Message check 
box to F for False, which is the default.
11)  What time stamp should a forwarded message 
have? You can use the time the message was recorded 
or the time the message was forwarded.
(When you use the time that the message was record-
ed, the person receiving the forwarded message may 
think delivery was slow and be confused—unless the 
person forwarding the message adds a comment.)TIME RE-
CORDEDIn the Setup utility, select
System Configuration 
Options→
General 
Configuration→
Messages.
Amanda parameter is 
timestamp_
forwardsSelect the Time Originally Recorded 
option, which is the default.
TIME FOR-
WARDEDSelect the Time Forwarded option. 
First Use Questionnaire  (Continued)
QuestionCircle
ResponseLocation and Amanda 
Parameter (if applica-
ble)Action 
						

							40 Installing [email protected]
12)  Do you want Amanda to tell the user the date and 
time a message was recorded before playing the mes-
sage?
This option can be modified for each user.YESIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set the D/T option to YES.
NOSet the D/T option to NO.
N
OTE:
A user can always get the 
message date/time by press-
ing 74 during the message 
even if this option is set to 
NO.
13)  If YES to 12, do you want Amanda to say ‘today’ 
and ‘yesterday’ instead of the exact date? This option 
is set for all users.YESIn the Setup utility, select
System Configuration 
Options→
General 
Configuration→
Messages.
Amanda parameter is 
abbreviate_datesSelect the Amanda Says “Today” And 
“Yesterday” For Dates option, (which 
is the default).
NOSelect the Amanda Always Says Full 
Date option.
14)  How many times should the telephone ring be-
fore Amanda decides the user is unavailable?
(After these rings, Amanda takes a message, reroutes 
the call, or does whatever she is configured to do for 
Ring No Answer.)1       2       3  
4       5       6  
7       8      9In Amanda, select Users 
menu, then enter 997 in 
mailbox.Set the Set Maximum Rings value to 
the circled number. The current de-
fault is 0, which means 4 rings.
C
AUTION: 
 If you are using the U to-
ken in Extension fields (to perform a 
partially supervised transfer), Maxi-
mum Rings must be set to 1.
15)  Do you want users to be able to turn Do Not Dis-
turb on and off?YESIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set Do Not Disturb’s Lock to OFF.
NOSet Do Not Disturb’s Lock to ON.
16)  Do you want Do Not Disturb initially ON or ini-
tially OFF?ONIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set Do Not Disturb to ON.
OFFSet Do Not Disturb to OFF.
17)  Do you want users to be able to turn call screen-
ing on and off?
(Call screening allows users to accept or reject calls 
based on who is calling.)YESIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set Screen Calls’ Lock to OFF.
NOSet Screen Calls’ Lock to ON.
18)  Do you want call screening initially ON or ini-
tially OFF?ONIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set Screen Calls to ON.
OFFSet Screen Calls to OFF.
19)  Do you want callers to leave messages for the us-
ers they call? YESIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set Store Messages to YES.
Set Store Messages’s Max to a number 
of seconds for each message.
NOSet Store Messages to NO;
make sure Copy Messages To is blank.
First Use Questionnaire  (Continued)
QuestionCircle
ResponseLocation and Amanda 
Parameter (if applica-
ble)Action 
						

							Chapter 7: Configuring Amanda 41
20)  Do you want everyone to use the same greeting 
(and in the same voice) when the telephone is not an-
swered?
(NO allows each user to create his own greeting.)YESIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set Current Greeting’s Max to 0.
NOSet Current Greeting to 0;
set Current Greeting’s Max to a num-
ber of seconds for each user’s record-
ing. 
Each user should record a greeting and 
a Name/Extension recording. Until a 
user records these, the system greeting 
and Name/Extension recording are 
used. When the user records Greeting 
1, the Current Greeting setting chang-
es from 0 to 1 automatically. The user 
may also control what greeting is used. 
([email protected] provides 3 
greetings per mailbox.)
21)  If YES to 20, do you want to use Amanda’s sys-
tem greeting or a company-wide custom greeting 
when a telephone is not answered?
(The system greeting is “Please leave a message for” 
followed by the system or custom Name/Extension 
recording.)SYSTEMIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set Current Greeting to 0, which is the 
default.
CUSTOMSet Current Greeting to 1. Record a 
greeting for some mailbox (e.g., 445), 
then use DOS to copy it (e.g., 
C:\VMB.DB\5\%\GRT1.VOX
) 
as GRT1.VOX for each mailbox as-
signed to a user. For 3-digit extensions 
that start with 2, use:
COPY 
custom_grt 
C:\VMB.DB\?\2??\GRT1.VOX
For 4-digit extensions that end with 5, 
use:
COPY 
custom_grt 
C:\VMB.DB\?\4???\GRT1.VOX
(Here, custom_grt is 
C:\VMB.DB\5\%\GRT1.VOX
.)
Update the mailbox template (997) be-
fore you create the other mailboxes. 
Use the COPY command shown 
above after the IDs have been created.
22)  If callers are permitted to hold when a user exten-
sion is BUSY (see Question 3), do you want everyone 
to use the same greeting (and in the same voice)?
(NO allows each user to create his own busy greet-
ing.)YESIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set Busy Message’s Max to 0.
NOSet Busy Message’s Max to a number 
greater than zero, such as 45.
Each user should record a busy greet-
ing. Until a user records his busy 
greeting, the system busy greeting is 
used. The user may also control what 
busy greeting is used.
First Use Questionnaire  (Continued)
QuestionCircle
ResponseLocation and Amanda 
Parameter (if applica-
ble)Action 
						

							42 Installing [email protected]
23)  If YES to 22, do you want to use Amanda’s sys-
tem busy greeting or a custom busy greeting?
(The system busy greeting explains to the caller how 
to hold for the extension. If the caller presses *, 
Amanda plays music, then retries the extension. If it 
is still busy, Amanda changes the prompt: the caller 
can hold, enter another extension, or leave a mes-
sage.)SYSTEMIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set Busy Message to SYS.
CUSTOMSet Busy Message to CUS. Record the 
busy message for a mailbox (e.g., 
445), then use DOS to copy that mes-
sage (e.g., C:\VMB.DB\5\%
\BUSY.VOX
) as BUSY.VOX for 
each user’s mailbox. For 3-digit exten-
sions that start with 2, use: 
COPY 
custom_bsy 
C:\VMB.DB\?\2??\BUSY.VOX
For 4-digit extensions that end with 5, 
use:
COPY 
custom_bsy 
C:\VMB.DB\?\4???\BUSY.VOX
(Here, custom_bsy is 
C:\VMB.DB\5\%\BUSY.VOX
.)
Update the mailbox template (997) be-
fore you create the other mailboxes. 
Use the COPY command shown 
above after the IDs have been created.
24)   Do you want Amanda to let the user know who 
the call is for?
(This is primarily for people who answer calls for 
more than one person or share a telephone.)YESIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set ID Call? to YES.
NOSet ID Call? to NO.
25)   If YES to 24, do you want Amanda to let the user 
accept or reject the call based on who it is for?YESIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set Screen Calls to ON and ID Call? to 
YES.
NOUse the settings already specified for 
Screen Calls and ID Call? in questions 
17, 18, and 24.
26)  If YES to 25, do you want users to hear:
 Both who is calling and who the call is for.
 Only who the call is for.BOTHIn the Setup utility, select
System Configuration 
Options→
Advanced 
Configuration→
General (Settings).
Amanda parameter is 
modified_call_
screeningSet  modified_call_
screening 
to F
 for False.
ONLY WHO 
CALL IS FORSet modified_call_
screening 
to T
 for True.
27)  Do you want to use a system or custom Name/
Extension recording?
(The system recording says the mailbox number in-
stead of the user’s name. For example, if the user’s 
mailbox is 143, Amanda says “For mailbox 1-4-3.”)
N
OTE:
  It is a good idea to have someone with a 
good voice make a Name/Extension record-
ing for each user, so Amanda identifies us-
ers by name on the first day, even if you 
allow custom name/ extension recording.
SYSTEMIn Amanda, select Users 
menu, then enter 997 in 
mailbox.Set Name/Ext to NO. The users cannot 
make recordings.
CUSTOMSet Name/Ext. to YES. Each user 
should make a recording. Until a user 
makes his recording, the system re-
cording is used.
28)  Do you want to log information about messages? 
If YES, the MSG.LOG file will store:
 The date and time every message is received
 The date and time every mailbox is checked for 
messages along with the DTMF the user en-
teredYESIn the Setup utility, select
System Configuration 
Options→
General 
Configuration→
Messages.
The Amanda parameter is 
msg_logSet the Log Info About Messages 
check box to T for True.
NOSet the Log Info About Messages 
check box to F for False, which is the 
default.
First Use Questionnaire  (Continued)
QuestionCircle
ResponseLocation and Amanda 
Parameter (if applica-
ble)Action