Sound Quality & Preferences

Voice quality is not clear
PhoneTree may be set for "long" message mode. Remember that over the phone your message will sound better than it sounds through the small PhoneTree speaker. When recording, use an "arms-length" distance between PhoneTree and the person recording the message. Also, record your message with PhoneTree on a hard flat surface, away from noise machines and devices when recording. Use short length messages for the best message quality [pg. 17 in the manual]. Remember the microphone is in the lower left hand corner.
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The speaker is on during calling [and I want it off]
"Speaker On" was enabled during setup. Press the "S" key on the keyboard to toggle the speaker off (or on.)
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PhoneTree plays a “Chime” before each call. Can this be shut off?
No. The chime will alert members that PhoneTree is calling.
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Setup and Installation

What kind of telephone line can I connect my PhoneTree to and can I connect other devices to the same telephone line as PhoneTree ?
PhoneTree must be connected to an analog telephone line. PhoneTree has two (2) telephone cable hookups on the back side of its case–one for connecting to a telephone outlet and the other for connecting to a telephone. The sharing of a PhoneTree system's telephone connection line with other devices should be viewed and approached with caution in that PhoneTree calling sessions could potentially be interrupted.
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The display on PhoneTree is blank or black.
A blank or black display on PhoneTree could be the result of no electricity, a bad electrical wall outlet, a bad or damaged electrical adapter, frayed wires and electrical storms and other causes. Safety and caution should always be exercised when checking out electrical problems. One way to test PhoneTree for possible electrical problems is to disconnect PhoneTree and connect it to another electrical outlet. Additionally, the black power adapter can be checked out by replacing the power adapter with another similar adapter.
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How can I do a "test call" on PhoneTree to make sure all my settings are correct?
If you have already keyed in all of the names and telephone numbers that you are planning to call, you can select one name to separately test call by pressing "FIND" ,then "WHO", then type in the person's name and press "ENTER", then press the "CALL" key, then press "P". Additionally, a "Test Call" can be made by assigning as small number of names to a single group and identify that group your test group, then all that needs to be done is to press "Call", then "Group", then enter Group Number and press Enter.
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Trouble with keying in PhoneTree Settings
Selecting a particular setting under any option may be slightly confusing if the display is not viewed while selecting a setting. Selecting a setting under an option may require you to push a:

• WORD key such as [LIST]
• LETTER key such as [A]
• NUMBER key such as 5
• ARROW key (up, down, left and, right)
• or a combination of the above keys

If you are just learning to use PhoneTree , take a few minutes to review Page 3 (At a Glance) in your manual to get a good feel for PhoneTree settings and locations.
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The fax always answers when I use the Remote Access feature.
In the case of PhoneTree Remote Access, an incoming call to PhoneTree could be answered by the fax machine, the answering machine, and/or the computer modem if any of these devices are set to receive calls. Ideally, another device should not share a phone line with PhoneTree while PhoneTree is in use.
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Timing and Call Sessions

PhoneTree doesn't keep time; every morning I have to reset the current time.
Ensure a continued source power to the PhoneTree. For example, the operator was turning off the lights in her office at the end of each work day–the light switch also control the electrical outlets in the office and therefore PhoneTree was being turned off at the end of each day.
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PhoneTree is not making connections, even though I hear it dialing.
Your local phone company may have installed a special service (Telephone Co. Voice Mail or other services) on your telephone line which produces a "Stutter Dial Tone."
SOLUTION: If you detect or determine that you have a stutter dial tone, you will want to contact the phone company to have them correct the problem or to discontinue the telephone company voice mail service. Additionally, in a PhoneTree system's setups, setting DIAL TONE DETECT to "NO" will help resolve this problem.
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PhoneTree called someone more than once.
The same phone number may have been included for different names or a name may be entered twice. Remove any entries with the same phone number manually.
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PhoneTree starts delivering its messages before the phone that it's calling picks up.
The problem is known as a "broken ring" which can occur on either the sending or receiving end of a telephone call and is a result of a non-continuous ring. The local telephone company must be called in to resolve this problem.
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PhoneTree called in the middle of the night.
The current time or your calling window time may be set to [A]M instead of [P]M. Reset the time and verify "Don't call before, Don't call after" times [pg. 17 in the manual].
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PhoneTree was interrupted in the middle of calling; can I call the rest of the list?
Yes, you can call just the remainder of the list. If power was interrupted, you will need to re-record your message. After re-recording the message (if necessary), press [CALL] [R]resume, NOT [CALL] [L]ist.
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I want PhoneTree to call, but the display says “Waiting to Call.”
When the user sees the message "WAITING TO CALL" the users should ask themselves "Is it time for PhoneTree to call? Are the current time and day set correctly? Are the "Don't Call Before" and "Don't Call After" times and the "Calling Days" set correctly? If these settings are correctly entered, there may be nothing wrong. After PhoneTree begins a calling session, it schedules periodic recalls and it may not be time for re-calls to begin.
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PhoneTree started calling but now the display says “Waiting to Call."
This is normal. PhoneTree completed all the calls it could, and will call those who were not home after waiting for a brief period. OR, PhoneTree may have reached the end of a calling window and is waiting for the next window. Days with a "star" (*) will not be active [pg. 17 in the manual]. Check the timer shown in the display. It should be counting down to the next calling session. If the timer shows less than 30 minutes, it will resume calling at that time. If the timer shows more than 30 minutes, it is waiting for the next window and will resume calling then.
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Why does my PhoneTree stop calling before the entire group has been called?
The source of this problem could be one of several settings that you may have keyed into PhoneTree. First, not enough time has been allowed to call the entire group–either in hours or days. Second, adding settings for "message repeating," "star to repeat" and "high max number of no answers" will naturally extent the calling time. Before calling, consider the number of calls to be made, the impact of your settings and plan your calls by giving PhoneTree sufficient time to make its calls.
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PhoneTree starts working, but no name or number is in the display.
You have a “blank” record in PhoneTree which appears at the top of your list.
SOLUTION: Check the list by pressing [LIST] and scrolling down the list of names. Press[DEL] to delete a blank entry.
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PhoneTree failed to deliver a message when the number being called picked up.
PhoneTree did what it was suppose to do, it dialed a number and it heard a "click" immediately after the answering machine picked up. PhoneTree interprets this click as a "hang up" and disconnected to call the next number in the list or group. PhoneTree listens constantly and interprets and reacts to what it hears. Answering machine messages that have unintentional clicks, gaps or tones may cause PhoneTree to not deliver its message.
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I have my PhoneTree set to ring each number 6 times, but when my calls take place PhoneTree only rings 3 times.
Check your settings for the "Quick Call Mode" under Advanced Options. If Y(ES) is selected for Quick Call Mode, Phone Tree will ring 3 times during the first attempt to call all numbers the first time through the list, in order to avoid answering machines and speed up the call session.
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What is "Quick Call Mode?"
The "Quick Call" mode is designed to speed message delivery. In the "Quick Call" mode, Phone Tree will talk to an answering machine only after first calling all numbers once, then answering machines will be called. Note: Quick Call Mode allows PhoneTree to ring 3 times in order to avoid answering machines being picked up.
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How do I tell PhoneTree what day to call my list or group?
Page 3 and page 17 of your manual provide a summary and detail commands for selecting what day PhoneTree will call. Remember to use the "space" key to "toggle on and off the days" for Phone Tree to call. In the following example every day except Wednesday will be called and your display should look like this –-SMT*TFS–-. If you are only calling on Monday and Wednesday your display should look like this –-*M*W***–-. Don't forget to use the left and right arrow keys to move the blinking cursor.
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PhoneTree is calling one day late.
It is a good idea to check your setting on PhoneTree occasionally. In a common example, the PhoneTree user wanted to schedule a call for Friday, but in setting the day for calling to begin, the user keyed in SMTWT*S instead of *****F* into PhoneTree.
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My call window changed. Now it's only set for an hour.
Someone has used the PhoneTree system's remote access and used "*CF1" to call for one hour [pg. 19 in the PhoneTree manual]. Reset the calling window. “Don't call before, Don't call after” [pg. 17 in the manual].
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Messaging/Capability

What are some of the rules that PhoneTree follows?
The general calling rules of PhoneTree are:

• Setting the Time
• Recording a Message
• Playing a Message
• Calling Members
• Obtaining a Status
• Setting Menu Options
• Viewing a List or a Group
• Finding a Name
• Adding or Deleting a Name

Also use the "STOP" key to Pause a Call and use the "STOP" key when you don't know which key to press next.
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I only want PhoneTree to try each number once; can it do that?
Yes. You can adjust the number of attempts from 1 to 15 times. Using Advanced Menu, set “How Many NO ANSWERS ALLOWED.”
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General

Where can I find a quick reference to all of the commands for PhoneTree ?
On page 3 of the PhoneTree manual you can find the commands necessary to operate PhoneTree. Just remember to press "STOP" after commands are completed, or if you are unsure of what to choose or press.
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How can I get help so I can operate the PhoneTree ?
This questions comes up very often and sometimes represents a problem for the new operator of a PhoneTree that has been in use for a number of years. Unfortunately, PhoneTree , like all companies, cannot provide free support for an unlimited number of years, but the Internet has provided an opportunity for us to supply free information and technical guidance for users of current and some past products. Any new owner or new operator of a PhoneTree is encouraged to explore this PhoneTree website for information on the latest updates, new products, and most frequently asked questions about PhoneTree. Customers calling PhoneTree Customer Service can either elect to purchase a Service Support Contract or pay for the technical service on a per-incident basis.
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We bought a PhoneTree 6 months ago; is Tech Support still available?
Free 30-day Customer Service begins on the date of purchase and expires 30 days thereafter. All new owners are encouraged to inspect and test out their PhoneTree upon arrival to insure that it is operational and that no damage has occurred during shipment. Your warranty for parts and labor also begins upon your purchase and expires 1 year thereafter. Your initial inspection of PhoneTree will help insure a positive experience with PhoneTree.
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Should I plug my PhoneTree into a surge suppressor to prevent damage from possible electrical storms?
Acts of nature like electrical storms are not covered under your 1 year parts and labor warranty. Connecting PhoneTree to a surge suppressor will help protect your PhoneTree from electrical damage. Remember that power surges can come to PhoneTree via both electrical and telephone lines.
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I need to get My PhoneTree repaired; what will it cost?
If PhoneTree is not operating at all or not operating properly, it is recommended that you contact PhoneTree Customer Service for a disposition to the problem. If PhoneTree has to be returned for repairs, upon receipt there will be an automatic bench test to determine the nature of the problem. If PhoneTree is not under warranty, the cost of the bench test will be included in the total cost of repairs. Until a bench test is performed on a damaged PhoneTree , repair costs are difficult to estimate.
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Software

Why can't I send a large list down to PhoneTree ?
If after you have clicked on large list and you get a message stating "Large List in Process", click on "kill the current job" and then click on "begin new job" and begin a using the new large list.
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I'm having trouble transmitting files from PhoneTree to my computer.
You may need to adjust the transmission speed for certain computers. Set the Serial Com Delay.
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Today we attempted to import a list with little success; can you tell me why?
Files imported by PhoneTree must be of three types:ASCII, COMMA DELIMITED, or CSV. Since there are literally thousands of programs that can be used to store calling list and created ASCII files, the user must insure that his or her program will create or convert the file to ASCII (comma delimited), COMMA DELIMITED or CSV, otherwise PbaseWin95 will not recognize or import the file.
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My membership program says that it has exported a file to PhoneTree , but PhoneTree could not find the file. Why?
Unless the "ASCII (comma delimited), "COMMA DELIMITED," or "CSV" file is actually placed in the proper location within the PbaseWin95 directory structure, PbaseWin95 will not know where to look for the file to be imported. If PbaseWin95 cannot find the file to be imported, then the user may want to try to SAVE AS or EXPORT to a known folder or even to a floppy on Drive A.
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PhoneTree was set to call at 8:00AM and it didn't call, what could be wrong?
When setups are sent to PhoneTree , the computer time is also downloaded to the PhoneTree. After reviewing all of the settings or calling parameters in PbaseWin95 it was discovered in this example that when the user sent the setups from PbaseWine95 to the PhoneTree , the time clock on the computer was off by 2 hours.
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A call session was to begin Saturday morning and it didn't start.
In this example, the user failed to "Send the Setups To Phone Tree"–the correct setups were put in by the user, however the active setups contained in the PhoneTree Plus were from a call made on a previous Wednesday. Setups must be sent to PhoneTree each time there has been a change in the setups.
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I'm having trouble hooking PhoneTree up to my computer.
You may have a COM port conflict. Check the detailed information on the Connecting page, or in the HELP menu of PbaseWin95.
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I get messages that com ports can not be found–How can I get PhoneTree to work?
Generally speaking, com port problems arise as a result of the number of com ports (internal and external) that a computer has, the number of devices connected to the computer and whether or not those com ports are shared or not shared. Com port problems can be frustrating and generally only a very small percentage of computers will experience this problem.
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I can't get PhoneTree to recognize the list from my database program.
You need to export the data as an ASCII comma delimited file.
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Can I get a better indication of the results of my calls if I use PbaseWin95 software?
PhoneTree and PbaseWin95 reports the same call status information but with PbaseWin95 the call status information can be more easily viewed, reports can be printed, and a Summary Report is provided for quick review.
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How can I find out if calls were made without having to look up every name?
PbaseWin95 with PhoneTree Plus permits the owner/user to obtain a viewable or a printable report on any calling session. To get the results of the calling session, open the PhoneTree application, click on "PhoneTree " and click on "Talk to PhoneTree "–then under List Transfers click on "Get from PhoneTree " to get a viewable report. Once the report appears on screen, the owner/user can click on "View" and click on "Summary" of the report to get a summary. To print copy a of the "Summary Report and/or the Status Report" go to "File" and click on "Print" and then select the type of report to print.
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What does "TELCO Message" mean on the status report I get from PhoneTree ?
TELCO Messages means telephone company messages detected by PhoneTree. These messages could represent non-working numbers, disconnected numbers, an out of order number, or other situations for which a telephone company has placed a message on a number.
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What does "Called Max Times" mean on my status report?
Called Max Times means that a number has been called the maximum times specified under the "Max No Answers" settings and that there has not been an answer from that number.
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What does "OGM Too Long" mean on my status report?
"OGM Too Long" on the status report, refers to the outgoing message of an answering machine, an electronic answering service that PhoneTree has called. OGMs can also include a non-standard telephone company message. You may set the OGM time up to 39 seconds to allow more time for answering machines or services.
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My city uses "Metro Dialing." How can I get PhoneTree to dial correctly?
PhoneBase can handle any local or long distance calling rules. Read the detailed instructions on the Correcting Numbers page.
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How do I call just one or two of my group instead of calling the entire list?
Within PbaseWin95 click on View, click on Filters and then under Group, highlight the group(s) which you want to call, then click on OK. Once the selected groups appear on your screen, click on PhoneTree and Talk to PhoneTree and then under "List Transfers" click on "Sent to PhoneTree." After the list has been transferred to PhoneTree , return To View then click on Filters and under Groups, unhighlight the group(s) selected, then click on OK and the total master list will return to the viewing screen.
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Can I install PhoneTree Plus and PbaseWin95 on my network?
PhoneTree Plus and PbaseWin95 can be installed on a network workstation, but it was not designed to be installed on a network server.
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