The Automatic Answer
(tAA)
27121 Calle Arroyo
Building 2200
San Juan Capistrano, CA 92675
Ph: 800-410-2745;
Fx: 714-661-0998
Web site: www.taa.com 

Price: The suggested retail price for a 4-port [email protected] (for Norstar) is approximately $5,000.00. This includes the network interface card, IVR, fax-on-demand, fax mail, and keyboard and monitor.

RATINGS (0-5)
Installation: 5
Documentation: 5
Features: 4
GUI: 4
Overall:  A

We tested tAA's latest version of [email protected] system, which was designed specifically for Nortel's Norstar. Although [email protected] works with many other PBXs, this particular version featured digital integration with the Norstar system, which allows for a very "clean" integration. For instance, the digital integration obviates proprietary VMI (voice mail interface) equipment, reduces performance degradation (the time needed for call progress detection), and improves voice quality. In addition, this digital integration allows users to access a multitude of "soft key" features, which are popular on the Norstar.

[email protected] is a feature-rich system. Standard features include auto attendant, IVR, voice messaging, IVR, desktop call handling, fax server, desktop faxing, GUI-based dialing, and call screening. Since faxes and voice mail messages are retrieved from the same GUI (that is, the GUI included with this software package), [email protected] also boasts unified messaging features. Another hot feature: multi-tenant capability, which allows multiple businesses to share one voice mail/auto attendant system.

INSTALLATION
Most of the installation was actually performed by tAA. A couple of tAA representatives visited our labs and connected [email protected] to our Nortel Compact ICS Norstar system. (This switch had been donated to TMC Labs earlier.)

We noticed the actual wiring was extremely simple. Certainly, it was something we could have done ourselves, but tAA was eager to install and configure the system, so we got out of their way. However, we did help out with the installation of the server and the clients. We decided to use just one PC for testing, and to set up multiple accounts on the server to log onto.

We should mention that Amanda includes Autocreate, a powerful installation tool. Autocreate speeds installation and helps prevent add, move, and change inaccuracies. It automatically builds mailboxes based on the current configuration of the "host," that is, the Norstar.

Protocols
[email protected] needs the Microsoft Netbeui protocol, so we added Netbeui to our list of network protocols to go along with the TCP/IP protocol already installed. We ran into the usual network roadblocks, such as authentication, and other trivial things, but we had the system up and running in no time.

Outlook/Exchange Integration
Although [email protected] doesn't ordinarily provide Outlook/ Exchange integration, we had the opportunity to use some beta software, written especially for TMC Labs, which provided this functionality. Actually, this software was designed for [email protected], tAA's high-end, Windows-based system. Ultimately, this particular piece of beta software will be integrated with [email protected]. In fact, it will be released by the time you read this review.

When we asked why unified messaging integration with the Outlook/ Exhange inbox wasn't available with [email protected], tAA explained that [email protected] is targeted toward small and mid-size companies, which are looking for a voice mail system with unified messaging and a large feature-set, but at an affordable price. We couldn't argue with that! Thus, those customers who insist on Outlook/Exchange integration will have to pay a bit more for the privilege.

Mailboxes
We were able to set up the mailboxes using Amanda's Administrator, a Windows-based program, over the network. Thus, we didn't have to work directly with the server, which is a DOS-based box, and hence not as user-friendly as Windows.

We should add that the [email protected] server was exceptionally stable and reliable. It didn't crash once the entire month we had the system.

DOCUMENTATION
We inspected a Telephone Features manual, a Workstation Features manual, and a Users manual. Overall, they were very readable and well organized. In every case, the table of contents and index was excellent, and all the manuals included plenty of screen shots.

We were particularly pleased with the quick reference guides, which were printed on the inside front cover and inside back cover of the Users manual. These guides included directions for such things as changing your security code, changing greetings, and listening to your messages. We photocopied these pages and and pasted them onto one of the Lab's cubicles.

The Automatic Answer pointed out to us that their documentation is custom written for all four of the Norstar KSUs, and follows the same format as the switch programming, which can certainly keep installation time to a minimum.

Besides the printed documentation, [email protected] provides online help. We had looked at the online help in an earlier review of [email protected], and at that time, we were, frankly, a little disappointed. In fact, we had suggested to tAA that they revamp the layout to include help screens with screen shots in them.

Well, it just so happens that the online help is now much improved. The changes we suggested over a year ago have actually been implemented!

FEATURES

• 4-16 ports with up to 15,000 users.
• Able to support two PBXs simultaneously.
• 66 hours of voice storage.
• Auto attendant and IVR capabilities.
• Desktop call screening, call control.
• Multiple greetings (including scheduled greetings).
• Unified messaging of voice mail and faxes.
• Message prioritization.
• GUI-based retrieval of voice mail and faxes.
• Voice mail distribution lists.
• Faxback, fax-on-demand.
• Fax from any desktop (fax server).
• Detailed and easy-to-design reporting capabilities.

OPERATIONAL TESTING

Call Screening
For our first test, we dialed into one of the Norstar ports. Our call was promptly answered by the Amanda auto attendant. We entered the extension for one of our Norstar phones, and the Amanda auto attendant prompted us, "At the tone, please say your name and company, and I'll announce your call."

After we stated our name, the call-screening feature displayed a screen pop on the Windows 95 client machine that had been logged onto that particular extension. We clicked on "Play name," and the person's name was played over our PC's multimedia speakers. At this point, we could take the call, transfer the caller to another extension, direct the caller to voice mail, or play a greeting, such as, "I will be with you shortly, please hold."

Call management features such as these aren't just for calls that have reached an extension. Amanda also lets you manage waiting calls when callers reach a busy extension.

Voice Mail
We purposely avoided answering a call so that it would have it go into voice mail. We decided to let a caller record a message, which would let us evaluate the product's voice mail recording capabilities, quality, and ease of retrieval. We tested retrieval of the test voice mail messages we left using both the TUI (telephone user interface) and the sound card utilizing the Amanda GUI.

Amanda's GUI for playing the voice messages over the sound card was very clean. With this GUI, we found it extremely easy to record, retrieve, and play back voice mail messages. In the case of internal voice mail messages, the GUI indicated the name of the person who had sent the message.

Handset/Sound Card Options
When you use the sound card to play messages, they are played right over your multimedia speaker. When you use the telephone to listen to messages, your telephone rings, which allows you to pick up the handset, get connected to the Amanda system, and then hear your voice messages.

You also have the option of using your handset (or not) when you record your greetings. That is, you can, if you choose, switch to using your sound card and microphone when you record your main greeting, your name, and other custom greetings. However, switching does require that you go into one of the menu options and make the change there, which is fine. However, we would like to see an icon, on the taskbar, which would let you toggle between the two more quickly.

Music On Hold
When we asked about piping in music from a CD, radio, or tape for the on hold feature, tAA told us that the music on hold system simply uses a VOX file, which the administrator can copy over. We suppose this solution would be adequate for most businesses, although some might prefer to pay the music royalty fees and pipe in music from another source, a CD player, for example, which would play a given music selection continuously, whether it was needed or not at any given moment.

Currently, Amanda does not support the ability to handle incoming audio, say, via an RCA jack. However, as stated above, this feature is not needed for most business applications. We should also mention that Amanda's music on hold solution has an important plus: the DTMF receivers are always "on," which allows you to zero out to an operator.

Administration
Amanda comes with a monitor program, which allows an administrator to check the real-time port status, how long the server has been up, the current board driver, and other settings. Other administration goodies include a built-in report generator. Using a very easy to use graphical interface, we were able to create custom reports, as well as save these custom report settings for reuse.

ROOM FOR IMPROVEMENT
Forwarding Messages
Currently, when a user elects to forward a voice/fax message, [email protected] gives that user two choices: "Record a greeting (message)" or "Cancel." Now, intuitively, the user may think that clicking on cancel is equivalent to saying, "No, I do not wish to preface the message I am forwarding with my own recording. I just want to forward it."

However, this is not the case, since clicking on Cancel aborts the forwarding of the message entirely. Since Cancel could be misconstrued, we believe that the Amanda system should not prompt the user with the two choices. It seems pointless to ask the user to cancel the forwarding immediately after the user indicates he/she wants it. After the user chooses to forward a message, the system should bring up the "Record a greeting (message)" screen. At that point, Amanda could give the user one final chance to cancel or abort the forwarding of the message.

So how do you forward a message with no prefatory recorded message? The answer is that you must choose "forward immediately" instead of "forward." An experienced Amanda user will most certainly figure out the differences between the two, but it would be much simpler to use just one forward feature and then prompt the user with a message such as, "Do you wish to record a message before sending? Click on Yes or No."

One other point about forwarding messages: The current Amanda Messenger program is not MAPI compliant, so you cannot directly forward a voice mail message to an Internet e-mail address. You can, however, archive it -- you can convert it to a WAV file and then attach it in your e-mail program. Still, it would be nice if forwarding to an Internet e-mail address was a one-step process.

Fax Message Notification
You can logon to the Amanda system while on the road to retrieve voice and fax messages; however, when you retrieve fax messages, you are told only the total number of faxes you have waiting. You cannot play the fax header (using text-to-speech, TTS) or the body of the fax (using optical character recognition and TTS).

We should point out that most comparable voice mail systems do not perform these features either, especially OCRing a fax and then playing it back using TTS. However, several voice mail systems with fax integration do perform TTS conversion of just the fax header and play that over the phone. We would like to see at least this capability in the next release of Amanda.

Other
We would like to see caller ID support in a future release of [email protected]. Actually, tAA plans to implement this feature in future releases of products in the Amanda family.

Also, [email protected] still needs the Microsoft Netbeui protocol. We had to add Netbeui to our list of network protocols, which was a bit of a nuisance, albeit a small one. [email protected] will support Netbeui and TCP/IP.

One final improvement we would like to see is integration with Outlook, Exchange, or Lotus Notes. Granted, using [email protected]'s interface is, in some ways, better then using your e-mail system. Also, [email protected] is very competitively priced, which would surely change were tAA to add inbox integration.

CONCLUSION
Amanda has a complete product line to fit most small to mid-size business needs, whether it's Amanda@SOHO (which provides basic auto attendant and voice mail), [email protected] (running stand-alone or with its built-in messaging GUI), or [email protected] (a Windows-based server with e-mail integration). Those with Norstar systems most certainly need to take a look at Amanda when evaluating voice mail solutions.

Although the Amanda system we tested featured digital integration with the Nortel Norstar, it isn't limited to working with the Norstar. All the same, there's a huge installed base for the Norstar, which tAA can go after with their impressive Amanda system. We were extremely impressed by the product's voice quality, which in no small part was due to the digital phone emulation, which eliminates voice degradation caused by any analog-to-digital conversions.

Thanks to its digital integration with the Norstar, Amanda is able to have excellent "positive disconnect supervision" (hang-ups), thereby yielding superior port utilization, without additional equipment. Typically, with analog integration, you can often have 5 seconds or more delay before the port is freed up after a disconnect. (We should point out that the disconnect supervision feature isn't mandatory. Amanda has the ability to interface with older legacy systems as well.)

[email protected]'s powerful token programming ability makes it extremely customizable. Though the server itself is DOS-based, we were pleasantly surprised how easy it was to configure the voice mailboxes and other settings. For those not comfortable with DOS, tAA has saved the day with their Windows GUI-based administration utilities to configure the voice mail server. We really liked the fact that you can schedule multiple greetings for different times of the day, such as lunch time or nighttime.

We have always been impressed with Amanda's ease of use, its very user-friendly interface, and its extensive feature set. We would certainly recommend this product not only for a Norstar system but any PBX system a corporation may have installed.