Amanda | Amanda@Work.Group/Windows | WorkGroup.Windows Quick Installation Sheets

WorkGroup.Windows Quick Installation Sheets
(1) Logging on to Windows 2000 for the First Time
Connect your Amanda@Work.Group / Windows system chassis to AC power after connecting
serial mouse, keyboard, monitor and external modem. Power the system on. Once the system has
completely booted up you’ll see the Windows logon window. The screen will say “Press Ctrl + Alt
+ Del to begin” press Ctrl + Alt + DEL at once to start the login process. You will be prompted to
enter your user name and password. Enter Administrator for your user name, and AMandA for
your password. Pressing enter or clicking ok will finish the login process.
(2) Understanding the Amanda Service
The Amanda@Work.Group / Windows system runs as a 32bit NT service in the background of the
PC like the other services. The Amanda service is automatic and always starts when the PC finishes
its boot sequence. You don’t need to be logged into the system for Amanda to answer calls. If you
wish to monitor the Amanda system, you can launch the Monitor program which will show you the
system activity. You can start and stop the Amanda service using the component services option in
the control panel. To start and stop the Amanda service manually, from a command prompt type:
Net Start Amanda
This will start the Amanda service (unless it’s already running).
Net Stop Amanda
This command will stop the Amanda service (unless it has already been stopped).
Note: Keep in mind that Amanda normally runs as a service in the background, and that you won’t
see any system activity unless you run the Monitor client. Also, don’t start the Amanda application
unless you stop the Amanda service first. If you do run the application with the service running
you’ll receive an error. Typically the application is only run for troubleshooting purposes when the
service will not start. If you encounter problems starting the service, you’ll usually see some type of
Windows related error as to why it would not start. Launching the Amanda application will give
you an error more specific to Amanda which makes troubleshooting a whole lot easier.
(3) Running the Amanda Setup Utility
Whenever you install a new WorkGroup / Windows system, or make changes to an existing system
you’ll need to run the Setup utility by clicking start, programs, Amanda Server, Setup. This will
launch the Setup utility. You can also run setup through the icon on the desktop. The setup utility
can be used to modify global system settings, choose or modify the telephone switching system that
Amanda is connected too, modify your integration patterns etc. Whenever you make changes in
Setup, and you apply the changes, you MUST stop and start the Amanda service before these
changes take effect.
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WorkGroup.Windows Quick Installation Sheets
(4) Logging into the Monitor for the First Time
To view system activity and to troubleshoot problems you can run the Monitor client. Start Monitor
by clicking start, programs, Amanda Clients, Monitor, or by double clicking the Monitor icon on
the desktop. The default password and server name are 999 and Amandaserver. Once you become
comfortable with the system, you should change your password to something other than the default
by running the Setup utility. Entering your password and pressing enter will get you logged into the
Monitor program where you’ll see your system activity, etc. Using the monitor you can change the
time and date, reset ports, and look at the trace information to troubleshoot problems.
(5) Logging into the Administrator for the First Time
The Administrator client is used to create mailboxes, enable auto schedule records to change
greetings or settings depending upon the time of day or day of the week, and to create message
notification templates to light message waiting indicators, call pagers/beepers or perform voice
notification to an internal extension, home telephone, or cellular phone number when you receive a
new message. Before creating any mailboxes, you should create your message notification
templates in mailbox 997. Mailbox 997 is the default mailbox which is copied whenever you create
a new mailbox unless specifying to copy another mailbox. Your message waiting on and off strings
will be determined by the type of telephone system Amanda is connected too. Look in the
installation manual for information about creating notification templates for more information.
Note: Newer versions of Amanda (version 3 WG.win, version 4 WP, and version 7 WG.dos)
already have templates pre-created for you. These templates are used for MWI on, MWI off, and
paging. Modifications to these templates are made in setup, telephone system dial codes.
(6) Creating your Mailboxes
Once you have setup mailbox 997 with the correct message waiting strings, it’s time to create your
mailboxes. To create a mailbox, click on the mailbox list and click new. Enter the new mailbox
number and press enter. It’s that easy. Complete this process for the rest of your mailboxes. If you
want to create a range of mailboxes (i.e. create all your mailboxes at once) highlight mailbox 997
from the mailbox list, and click copy. Enter the lowest numbered mailbox, then the highest and
press enter. Amanda will create all mailboxes within the range you specified. For more information
on creating mailboxes, see the Administration manual.
(7) Recording your Company Greetings
Now that your mailboxes are created, it’s time to record the company greetings. The
Amanda@Work.Group / Windows system comes with a number of default mailboxes which
perform different actions. Whenever you call your Amanda system, she always starts playing
mailbox 990. As a default, greeting 1 of mailbox 990 says “Thank you for calling”. This greeting
needs to be re-recorded/customized for your customer. Greeting 1 of mailbox 990 should be a short
welcome message like “Thank you for calling the Amanda company”. After mailbox 990 greeting 1
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is played, if no action is taken, the caller is sent to mailbox 991 which offers the caller options like
pressing 1 for sales, 2 for service, etc. The default greeting in mailbox 991 says “If you know the
extension of the person you wish to reach, please dial it now or press 411 for the company directory
or stay on the line for the operator”. This greeting should be re-recorded for your customer offering
the caller the choices they wish.
To record mailbox 990 & 991 Greetings:
Call Amanda, and when she answers, dial * to tell her you wish to login to a mailbox, unless you
hear "enter your security code", in this case press # to cancel, then press *. She will prompt you to
enter your mailbox number, press 990 #, then she will prompt you for a security code, the default
security code is 990, press 990 # again. This will log you into the mailbox options. Listen to the
options and choose the appropriate action. Press 2 to change your greeting, press 1 to select
greeting 1, and press 2 to re-record the greeting. Speak the greeting into the handset, and when
finished press the # key. Press 1 to hear your greeting and press 9 to save or 2 to re-record it. When
your satisfied with your greeting, save it and log out of mailbox 990 by pressing 999 + 0. Login to
mailbox 991 next. When logging into mailbox 991 to record the caller instructions, the default
password is 991.
(8) Logging into your Personal Mailbox for the first time
When you log into your mailbox, you’ll be prompted to press 1 to setup your mailbox, or 2 to skip
setup. It is strongly recommended that you have your customers setup their mailboxes by pressing 1
the first time they login. When pressing 1, Amanda will step them through recording their name and
extension greeting, and changing their security code. Once this is completed, they should press 2 to
record their personal greeting.
(9) Recording the Personal Greetings
To record a personal greeting, your going to perform exactly the same steps as you did when
recording the company greeting and instructions. The only difference is going to be the mailbox
number your logged into. To record a personal greeting, call Amanda. When she answers, dial *
and enter the mailbox number you wish to log into and then press #, unless you hear "enter your
security code". The default security code for all of your mailboxes is 997. Once logged in, press 2
to change your greeting, 1 to select greeting 1, and 2 to record greeting 1. Press # when finished and
then 1 to replay, 9 to save or 2 to re-record.
(10) Testing your System
Once your system is configured for your telephone system, it’s time to test her out to make sure
everything is working. Before testing the system, make sure that all of her ports are connected to
your telephone system.
Areas to Test:
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WorkGroup.Windows Quick Installation Sheets
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Call Transfers
Message Waiting Indicators
Integration
Call Transfers
To test the call transfer process, call into the Amanda system from an external line, if she’s
not configured to be a full auto attendant yet, have your operator transfer your call to her port
extension. When she answers dial the extension number of a mailbox that you have created,
Amanda should play “Please hold while I try that extension” and then put your call on hold
and ring the extension. Make sure that:
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The extension rings when called.
Your connected to the called party when the call is answered.
Keep in mind that some telephone systems don’t support internal station to station transfers.
You can prove or disprove this by simulating the call transfer manually using a test set. It’s
always safer to test your call transfers by dialing in from an external line.
Note: There are two types of call transfers Amanda can perform, blind transfers and
supervised transfers. Most newer telephone systems support some type of integration so
blind transfers are usually the preferred method because their quick and an immediate
connection when you answer the telephone call transferred by Amanda. Supervised transfers
are usually used when you have an older phone system which doesn’t support some type of
integration, you want to use call screening, or you want to use Amanda’s call control
features with the Messenger client or Unified Messenger. Amanda will automatically
perform supervised transfers unless specified otherwise. To have her perform blind transfers
either put an “H” in the extension field of each mailbox after the extension number, or put an
“H” in the dial code for what to dial after dialing the mailbox extension in the setup utility,
telephone system dial codes.
Common reasons for the transfers to fail:
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Your placing a station to station call, and your telephone system cannot transfer calls
internally station to station.
If your disconnected after you hear “Please hold while I try that extension”,
Amanda’s hookflash timer is too long. Find out what the hook flash timer is set for
on the telephone system, and set Amanda’s hook flash timer to the same value.
If the caller hears DTMF digits in their ear after hearing “Please hold while I try that
extension”. Amanda’s hook flash timer is too short so she never actually puts the
caller on phone system hold to perform the call transfer. Find out what the hook
flash timer is set for on the phone system, and set Amanda’s timer to be the same
value.
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Message Waiting Indicators
Always make sure that Amanda can turn on and off a message waiting indicator before
leaving the customer site. To do so, leave a test message in a mailbox used for a telephone
extension near you. Keep in mind that in order for Amanda to notify you that you have
received a new message, you must create message notification templates. One to turn the
lamp on, and another to turn the lamp off. Your telephone system type will determine the
dial string. For example on a Panasonic KX-TD 1232 to turn the lamp on dial 701 + Ext.
To turn the lamp off you must dial 700 + ext.
Leave a test message in a mailbox, and check to see that the message led on the telephone set
is turned on. After you have left the message, login to the mailbox and delete the message to
make sure Amanda turns the light off.
Common reasons for Message Waiting Indicators to fail:
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You have not created message waiting templates for your mailboxes or your test
mailbox. Make sure that you have created a message waiting on and off template for
your mailboxes.
Your telephone system cannot turn on or off message waiting indicators from an
analog station port.
The dial string (method) you have specified to be dialed for message waiting on and
off strings is not correct. Using a test set, clip onto the notify port (Amanda’s last
port) and try to light the message waiting indicator and turn it off manually. If you
can, correct Amanda notification templates so the method strings are accurate.
All of your voice mail ports are not connected to your telephone switching system.
Make sure all of your ports are connected before testing message waiting indication.
Amanda is dialing too quickly for the phone system to recognize all of the digits, try
putting a coma “,” in front of your dial string. A coma is a two second pause.
Integration
Most newer telephone systems support some sort of voice mail integration like in-band
signaling or SMDI (out-band signaling). To test your integration to make sure that the phone
system is correctly forwarding calls to voice mail, make sure that:
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All of the extensions that wish to have voice mail are programmed to forward to the
pilot number of the voice mail hunt group.
Make sure the phone system is programmed to send either in-band signaling or
SMDI integration to Amanda with the forwarded call.
To test to make sure that integration is working, from an external line, call either Amanda or
the operator, and have your call transferred to a test extension. Let the extension ring and
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then forward to voicemail. When the voice mail answers you should hear the personal
greeting of the extension you dialed like “Hi this is Debbie, I’m away from my desk etc.”. If
you don’t, and you hear the main company greeting, then either your phone system is not
sending an in-band or out-band (SMDI) integration or Amanda is not configured correctly to
receive it.
Common reasons for integration to fail:
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You did not choose the proper telephone switching system in the Amanda setup
utility. Or you chose it, but you did not stop and start the Amanda service for the
changes to take effect.
The telephone system is not sending any in-band signaling or SMDI with the call.
You can easily test for this by monitoring the port that your call is being forwarded to
with your test set. You should hear the DTMF digits being sent by the phone system
in your ear. You can also monitor the SMDI port using a laptop to see if you
receiving any information from the phone system.
The phone system you installed Amanda on is newer than the one listed in setup and
the integration patterns have changed. You can capture what the telephone system is
sending using a digit grabber or Amanda’s trace feature in the Monitor client. Once
you find out what the phone system is sending, write new integration patterns
accordingly. See the installation manual for more information about writing
integration patterns.
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