Amanda Amanda Portal Telephone Features User manual

Using
Amanda Portal
Telephone Features
Version 1.xx
User’s Guide: 10/01 Edition

ii Using Amanda Portal Telephone Features
Copyright and Trademark Notices
Copyright 1998–2001 The Amanda Company. All Rights Reserved. This
guide and the software described herein are copyrighted with all rights
reserved. No part of this publication may be reproduced, transmitted, stored
in a retrieval system, or translated into any language in any form by any
means without the prior written permission of The Amanda Company.
Amanda and Amanda@ are registered trademarks and sales trademarks of
The Amanda Company. Other brand names and product names are
trademarks or registered trademarks of their respective owners.
Limited Warranty on Software
The Amanda Company warrants the media on which the software is recorded
to be free from defects in materials and faulty workmanship for a period of
90 days from the date the software is delivered. If a defect in the media
should occur during this period, you may return the media to The Amanda
Company and The Amanda Company will replace the media without charge.
THE AMANDA COMPANY MAKES NO WARRANTIES (OTHER
THAN THOSE SET FORTH ABOVE) TO ANY PERSON OR ENTITY
WITH RESPECT TO THE PRODUCT OR ANY DERIVATIVES
THEREOF OR ANY SERVICES OR LICENSES AND DISCLAIMS ALL
IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION
WARRANTIES OF MERCHANTABILITY, PERFORMANCE,
NONINFRINGEMENT, AND FITNESS FOR A PARTICULAR
PURPOSE. THE AMANDA COMPANY WILL NOT BE LIABLE FOR
ANY BUG, ERROR, OMISSION, DEFECT, DEFICIENCY, OR
NONCONFORMITY IN ANY SOFTWARE. THE SOFTWARE IS
LICENSED “AS IS,” AND THE PURCHASER ASSUMES THE ENTIRE
RISK AS TO ITS QUALITY AND PERFORMANCE.
IN NO EVENT AND NOTWITHSTANDING ANY DOCUMENT,
REPRESENTATION, OR OTHERWISE, SHALL THE AMANDA
COMPANY BE LIABLE TO YOU FOR DIRECT, INDIRECT, SPECIAL,
INCIDENTAL, CONTINGENT, OR CONSEQUENTIAL DAMAGES,
INCLUDING DAMAGES FROM LOSS OR CORRUPTION OF DATA,

iii
INTERRUPTED USE, LOST PROFITS, COST OF PROCURING
SUBSTITUTE GOODS, TECHNOLOGY OR SERVICES, EVEN IF THE
AMANDA COMPANY OR AN AUTHORIZED AMANDA COMPANY
DEALER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH
DAMAGES. YOU AGREE THAT THE AMANDA COMPANY’S
LIABILITY ARISING OUT OF CONTRACT, NEGLIGENCE, STRICT
LIABILITY, WARRANTY, OR OTHER LEGAL OR EQUITABLE
THEORY SHALL NOT EXCEED ANY AMOUNTS PAID BY YOU FOR
THIS PRODUCT. Any written or oral information or advice given by
Amanda Company dealers, distributors, agents, or employees will in no way
increase the scope of this warranty, nor may you rely on such oral or written
communication. Some states do not allow the exclusion or limitation of
implied warranties or liability for incidental or consequential damages, so
the above limitation or exclusion may not apply to you. This warranty gives
you specific legal rights, and you may also have other rights which vary
from state to state. This Agreement shall be governed by the laws of the
State of California without regard to the conflicts of laws or provisions
thereof.
Fraudulent Usage Advisory
Although the Amanda software is designed to resist fraudulent usage,
including unauthorized access to a long distance network, no product,
including the Amanda software, is able to prevent such unauthorized usage.
The Amanda software is likewise unable to prevent such uses as may
constitute an invasion of privacy or other tort. THE AMANDA COMPANY
MAKES NO EXPRESS OR IMPLIED WARRANTY AGAINST
UNLAWFUL OR UNAUTHORIZED USE OF YOUR AMANDA
SYSTEM OR ITS CAPABILITIES AND HEREBY DISCLAIMS ALL
LIABILITY ARISING FROM SUCH USE. YOU AGREE TO
INDEMNIFY, DEFEND, AND HOLD THE AMANDA COMPANY
HARMLESS FOR ANY UNAUTHORIZED OR FRAUDULENT USE OF
YOUR LICENSED AMANDA SOFTWARE.
THE AMANDA COMPANY
13765 ALTON PARKWAY, UNIT F
IRVINE, CA 92618
TELEPHONE [phone] FAX [phone]

iv Using Amanda Portal Telephone Features
Conventions
This manual uses the following terminology and conventions:
Amanda The name by which this manual refers to the
Amanda Portal system to make reading about the system
easier. Because of the name Amanda, the system is also re-
ferred to as “she.”
caller Someone who calls into Amanda. A caller often obtains in-
formation, leaves a message for someone, and/or provides
information. Because Amanda is referred to as “she,” call-
ers and users are referred to as “he” for clarity.
user Someone with an extension that Amanda transfers calls to
and/or stores messages for. A user can access Amanda to
play, delete, and send messages as well as set personal op-
tions such as Do Not Disturb.
Indicates thatyou must log into Amanda and identify your-
self.
Indicates that you must listen to a message before you pro-
cess it. For example, you can forward a message you have
just heard.

Contents
Copyright and Trademark Notices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ii
Limited Warranty on Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ii
Fraudulent Usage Advisory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .iv
Using Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Logging into Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Setting Up Amanda . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Recording Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Sample Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
After-hours Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Away-from-the-office Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Managing Recorded Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Changing Your Security Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Controlling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Screening Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
When You Are Unavailable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Reviewing Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Scheduling Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Managing Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Listening to Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Replying to Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Forwarding Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Sending Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Being Notified about Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Changing a Pager Number by Telephone. . . . . . . . . . . . . . . . . . . . . . . 16

vi Using Amanda Portal Telephone Features
Leaving a Message for Someone Else . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Managing Personal Mailing Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Managing Messages Sent by Fax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Managing Guest Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Setting Up a Security Phrase. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using Amanda
Amanda Portal is an automated telephone attendant and voice processing
system designed especially for ease of use and flexibility. To you and the
people who call you, Amanda is also a voice on the telephone guiding you to
people, services, and messages.
Each user of the Amanda system has both a mailbox and a telephone
extension number. These are usually the same number. The extension
number is what Amanda dials to reach you when you have a call. The
mailbox identifies a record in Amanda’s database. The record contains fields
that define how Amanda processes your calls. The system administrator
initially (and ultimately) controls the contents of these fields, but you can
change many of them. For example, you may turn Do Not Disturb on and off
during a hectic day. You change the contents of these fields from a touch-
tone telephone using a series of menus.
In addition to these fields, each mailbox has greetings that you record. For
example, when you cannot answer the telephone, callers hear a greeting that
asks them to leave a message.
Your mailbox is configured to ring a telephone extension and record
messages from callers. You periodically check your mailbox for messages,
or you may be notified that a message exists in a variety of ways.
This chapter explains how to use Amanda Portal effectively from your office
telephone extension and while you are out of the office. However, you don’t
need this guide at your side every time you call Amanda. She prompts you at
every step.

2 Using Amanda Portal Telephone Features
Depending on decisions made by your Amanda system administrator, you
may not have access to all the features described here. Check with your
system administrator if some of the features appear to be different or
missing.
TIP: For best results, answer your telephone at the beginning of
a ring.
Logging into Amanda
To perform the operations explained in this chapter, you must log into
Amanda, identifying yourself with your mailbox and/or security code. The
blank space in the following sets of instructions is for Amanda’s telephone
number. You get this number from your Amanda administrator.
Dial: _______ (Amanda’s number) + + mailbox + + security code +
OR
Dial: _______ (Amanda’s number) + security code +
NOTE:If Amanda asks for a securitycodeimmediatelyandyouare
at someone else’s extension, use:
Dial: _______ (Amanda’s number) + + +
mailbox + + security code +
OR
You can dial your security code (even though Amanda will say it is
an invalid security code). Then provide your mailbox:
Dial: _______ + security code + + mailbox +
To log into Amanda from outside of the office:
Dial: _______ (the office number) + + mailbox + + security code +
To dial another user without having to hang-up:
• Dial .
(This is enough s to exit the menus and a to hear caller in-
structions.)

Using Amanda 3
To hang-up from within the menu system:
• Dial .
NOTE:You can hang up on Amanda at any time. However, if you
have an older model telephone switching system, Amanda
waits to be sure a disconnect has occurred.
If you dial before hanging up, Amanda
doesn’t need to wait, and the port becomes available faster.
Setting Up Amanda
As a new Amanda user, you should create a name and extension recording,
one or more greetings, a busy message. These preparations allow your
callers to know that they have reached you and feel comfortable about your
whereabouts. You should also change your security code to ensure that only
you and other authorized personnel can access your messages.
Recording Greetings
As a user of Amanda Portal, you should record the following:
•A name and extension recording
+ + + record your name and extension +
Example: “Chris Wang. Extension 247.”
Amanda plays this when callers use the employee directory (usually
411) to find your extension number. It is also used to identify you. For
example, if a message is sent to you with verification, the sender hears
this recording as part of the verification message.
When you see this symbol, use one of the methods
of logging into Amanda and identifying yourself
that is described in this section.

4 Using Amanda Portal Telephone Features
Until you make this recording, Amanda says only the number of the
mailbox:
“mailbox 2-4-7.”
•At least one greeting
+ + the greeting’s number (1-7) + +
record greeting +
When Amanda rings your extension and you do not answer, she plays a
greeting. You can have up to seven of these greetings. For example, you
can have a daytime greeting, an after-hours greeting, and a vacation or
on-the-road greeting. Until you record a greeting, Amanda plays the sys-
tem greeting, “Please leave a message for,” followed by your name and
extension recording. (If you have not recorded the name and extension
recording, Amanda plays your mailbox number.)
For example: “This is Chris. I’m away from my desk or on another line.
You can bypass this greeting by pressing the # sign twice. To speak to
someone else right now, enter that person’s extension or press 0 for
assistance. If you leave me a detailed message at the tone, I’ll get back
to you as soon as possible.”
These greetings can be manually selected by you or they can be sched-
uled by an administrator.
•A busy message (which callers hear when your line is busy)
+ + + record your busy message +
Amanda plays either a system-wide busy message or your personal busy
message whenever your extension is busy.
For example: “This is Chris. I’m talking to someone else at the moment.
Press * to hold, enter another extension, or stay on the line to leave me a
message.”

Using Amanda 5
After any recording (this is called the post-record menu):
Sample Greetings
This section contains sample greetings for a variety of occasions. It is
important that each greeting be as informative as possible. See “Recording
Greetings” on page 3 for a standard example of each type of recording: the
Name and Extension recording, the Ring No Answer greeting, and Custom
Busy greeting.
After-hours Greeting
Many Amanda administrators set up each mailbox so that greeting 1 plays
for routine working hours and greeting 2 plays for after-hours calls. Here is
an example:
“You have reached the office of Chris Wang at Homestead, Inc. after hours.
No one at Homestead can answer your call right now. Leave a detailed
message at the tone, or call during office hours: 10 A.M. to 6 P.M., Monday
through Friday.”
To Dial
Review the recording
Rerecord
Add to the end of the recording
Cancel the recording
Save the recording

6 Using Amanda Portal Telephone Features
Away-from-the-office Greetings
“Chris Wang of Homestead, Inc. will be out of town until Monday, May 5th.
While I am gone, my associate, Matthew Lee, is handling all my business
calls. Please call Matthew at Extension 557. I will be unable to check my
messages until I return.”
“Chris Wang of Homestead, Inc. will be off-site until Monday, May 5th.
While I am gone, my associate, Matthew Lee, is handling my business calls.
Please call Matthew at Extension 557 or leave me a message. I will be
checking my messages daily.”
Your Amanda administrator can copy your messages to both you and a
coworker while you are on vacation or only to that coworker. (The
administrator can stop the message copying when you return.) If someone
else is getting your messages, you might want to use the following greeting:
“Chris Wang of Homestead, Inc. will be out of town until Monday, May 5th.
My associate, Matthew Lee, is handling all my business calls. Call Matthew
at Extension 557 or leave him a detailed message at the tone.”
Managing Recorded Greetings
Use the greetings menu to listen to the current greeting, use a different
greeting or rerecord a greeting. (See “Recording Greetings” on page 3 for
information about recording greetings.)
To listen to the current greeting:
+ +
To change which greeting is heard:
the greeting’s number (1-7) +
+ + (Optional) (to listen to the greeting)
(for the system greeting) +

Using Amanda 7
Changing Your Security Code
Your initial security code is usually your mailbox number or 997. It is a good
idea to change it immediately and often.
To change your security code:
+ + + new code + + new code (to confirm)
Controlling Calls
This section explains how you can screen calls, turn do not disturb on and
off, and control what your callers hear when your line is busy or when you
cannot answer your telephone.
Screening Calls
By screening calls, you can accept or reject specific calls based on who is
calling. Normally, Amanda asks for and records the caller’s name and
company. You can press to have Amanda repeat the name and company
recording.
You press to accept or to reject the caller.
If you share an extension or answer calls for more than one mailbox, you
may want to screen calls based on what mailbox is being called. Ask your
administrator for more information.
To turn call screening on or off:
+ +

8 Using Amanda Portal Telephone Features
When You Are Unavailable
On hectic days or when you are out of the office, you can use Amanda’s Do
Not Disturb to keep your extension from ringing. Callers hear your greeting
immediately and can leave you a message. Your coworkers are also not
disturbed by your ringing extension.
To turn Do Not Disturb on or off:
+ +
Reviewing Options
You can review the current settings for options such as Do Not Disturb and
call screening.
To review option settings:
+ +
Scheduling Changes
Amanda can be configured to automatically change your extension, do-not-
disturb setting, call screening setting, and your greeting at particular dates
and times. See your administrator for details.
Managing Messages
You can listen to messages, then forward them, reply to them, or delete them.

Using Amanda 9
Listening to Messages
You will use Amanda primarily to listen to and send messages.
Usually, Amanda plays messages in the order that they were received (oldest
to newest). She makes an exception for urgent messages, playing them in
newest to oldest order and prior to any other messages.
Normally, messages are saved until you delete them, so delete old messages
from your mailbox as soon as possible.
Your Amanda system may have been configured differently. For example, it
may play new messages first or purge old messages after a number of days.
Check with your administrator.
To play messages you have received:
+ +
Options: More options:
Next message Replay message Delete message Restore the message you just deleted
+
Previous message Forward message Reply to message Play date/time of current message
+
Pause 30 sec./Resume Increase volume Previous menu Next new message (or next message)
+
Rewind a bit Decrease volume Fast forward a bit Continuous delete
+
Continuous play Mark current message as new/unheard
+ +

10 Using Amanda Portal Telephone Features
Replying to Messages
You can reply to any messages you received from other Amanda users.
To reply to the message that you just listened to:
Forwarding Messages
You can forward messages left for you to any other Amanda user. For
example, you might need to reroute a message to the coworker who should
have received it in the first place.
Adding a prefix to the forwarded message lets the other user know that you
received the message first and allows you to provide instructions regarding
the message. You can bypass this step.
The next few pages show diagrams about how forwarding messages works.
+ + + record your reply + + hang up or add options + +
(use options listed for
forwarding messages)
Send without
verification
Send with
verification
(With verification, you are
notified when the recipient
hears the message.)

Using Amanda 11
To forward the message you just listened to:
Note: If your Amanda system does not have the fast_send_msg
configuration option set to true, forwarding and sending
messages requires more steps. You must press:
before you input a mailbox number
before you input a list number (instead of the )
before you record a prefix
to save that prefix followed by to send without ver-
ification and to send with verification
Select mailbox or
list of mailboxes Add Prefix (Recommended)
mailbox number + +
+ +
record prefix + +
hang up or add options +
(see options below)
+ list number + +
A personal
list is:
through
(but not 9)..
A system list is:
through
(but not *9)..
to send with
verification to send with-
out verification
(With verification, you are no-
tified when the recipient hears
the message.)

12 Using Amanda Portal Telephone Features
Options Dial
Make the message urgent.
Make the message private. (Private messages cannot be forwarded.)
Specify a delivery date
and time + any combination of the following:
NOTE: Any item (day,
mon., yr., hr., or
min.) not specified
takes its value from
the current date
and time.
If you use 13
through 23 for
hours after noon,
you are not asked
whether you meant
A.M. or P.M.
+ the month + +
+ the day of the month + +
+ the year (use 2 or 4 digits) + +
(for A.M.) +
+ the hour + +
(for P.M.) +
+ the minutes + +

Using Amanda 13
NOTES:After forwarding a message you have received or sending
a message you have created to one mailbox or list, you can
repeat the procedure for another mailbox or list. A config-
uration option (set by your Amanda administrator) allows
messages to be sent to more than one mailbox or list.
If your administrator chose an alternate TUI (telephone
user interface for your company, you are automatically
asked for a preface as you forward a message and do not
have to press as shown for the prefix in the diagram
above.
When addressing a message as a user, your can press
(or whatever the extension is for your employee
directory) to find another user’s extension.
Depending on the options seton your system, you might be
prompted: “To select this extension, press *. Otherwise,
press # to continue.” When there are no more matching di-
rectory entries, the prompt is: “To search the directory
again, press *. Otherwise, press #.”
If your administrator has set the fast_forward configuration option to True,
you can forward messages using a minimum number of keystrokes and a
predetermined set of steps. Amanda asks you for the destination mailbox
number, confirms your choice by playing that mailbox owner’s name and
extension recording, and asks for a prefix. Then you hear the post-record
menu and your message is sent as you save it. This variation is shown below.
For example, if you create a message Friday afternoon that no one should listen to until
Monday morning (June 2nd), set June 2nd at 9:00 A.M. as the delivery date and time:
+ + (the month) + +
+ (the day of the month) + +
+ (the hour) + + (for A.M.)
+ (the minutes) + + (to finish)
If you set a date and time in the past, the message is sent immediately.

14 Using Amanda Portal Telephone Features
To forward a message when fast_forward is set to true:
Deleting Messages
You can delete messages. If you make a mistake, you can restore a deleted
message—but only if you have not changed menus or hung up.
To delete the message that you just listened to:
+
Be careful because pressing additional ’s deletes additional messages.
For example, pressing deletes this message and the next.
To restore the most recently deleted message:
+
repeat to restore
additional messages
This works after deleting the message, but not if you have hung up or
changed menus.
To delete all messages:
+
+ + mailbox number + +record prefix + +
(to save and to send without verification)