Frequently Asked Questions

What does "Line Card not Found" mean?
Root Cause: The PhoneTree software failed to detect the presence of the PhoneTree USB hardware because the Windows® Device Manager failed to load, or unloaded, the PhoneTree USB device driver.

Symptom: The Windows® Device Manager (right-click on the My Computer icon and select Properties. Then, under the Hardware tab, click the Device Manager button) does not show the PhoneTree USB entries: "PhoneTree 01...," "PhoneTree USB...."

Solutions: Try the following remedies in order:

Cause: Electrical glitch, upgrade of PhoneTree or Windows® software, installing any new Windows® program, or any other Windows® anomaly
Remedy: Reboot the PhoneTree USB unit (disconnect the black power cable for 15 seconds) then reboot your PC (Start > Shutdown > Restart). Reconnect the black power cable directly after you choose "Restart."

Cause: Power Management is enabled under Windows® XP
Remedy: To manage power, Windows® XP will attempt to disable USB when a device is not used. As the default behavior, this often does not work properly and may cause Windows® to not properly recognize a USB device (including PhoneTree). Fix this problem by completing the following steps:

1. Right-click on the My Computer icon, located on the Windows® desktop or from the Start menu, and select Properties.
2. On the screen that appears, click the Hardware tab.
3. Click the Device Manager button.
4. Double-click the Universal Serial Bus Controllers branch to expand it.
5. Right-click on the first USB Root Hub, and then click Properties.
6. On the screen that appears, click the Power Management tab.
7. De-select Allow the computer to turn off this device to save power. Click OK.
8. Repeat Steps 5 through 7 for each USB Root Hub.
9. Close Device Manager (File > Exit).
10. Disconnect the power cable from PhoneTree, wait 15 seconds, then reconnect the power cable.
11. WAIT for Windows® to recognize your new hardware and load the drivers. This step may take several minutes.

Cause: The PhoneTree unit is not receiving power
Remedy: Confirm that the PhoneTree wall transformer is plugged into the Power port on the back of the unit, and that the other end is plugged into an operational wall outlet. The green power indicator light on the front of the unit will be ON.

Cause: Starting the PhoneTree software before Windows® finishes booting
Remedy: Whenever restarting your PC, be sure all boot activity has completed prior to starting the PhoneTree software. Be sure your mouse pointer is NOT showing the “hourglass” for at least 10 seconds prior to starting the PhoneTree program.

Cause: The PhoneTree system's USB cable is not properly connected or is faulty
Remedy: A) Confirm that the PhoneTree USB cable is firmly plugged into both the USB port on the back of the PhoneTree unit and the other end is plugged into an available USB port on the back (or front) of your PC. B) Unplug the PhoneTree USB cable from the back (or front) of your computer and try plugging it into a different USB port. C) Replace the PhoneTree USB cable with a different USB cable. D) Connect another USB device to the same USB port on your PC and check to see if the device is recognized in the Windows® Device Manager (right-click on the My Computer icon and select Properties. Then, under the Hardware tab, click the Device Manager button).

Cause: Failure of Windows® USB drivers to “wake” properly from a sleep condition
Remedy: If PhoneTree works reliably from a reboot, but fails after the PC has been idle for an extended period, disable sleep mode and/or your screen saver and reboot. To edit this setting, right-click on a blank area of your desktop and choose Properties.

Cause: Improperly installed PhoneTree USB driver software
Remedy: Uninstall the PhoneTree software using “Add or Remove Programs” from the Control Panel (Start > Control Panel > Add or Remove Programs). Then reinstall the PhoneTree software from the original Installation CD. Note: Any calling lists and settings will be retained and will not be affected by this procedure.

Cause: Improperly installed or corrupted PhoneTree USB driver software
Remedy: Disconnect your PhoneTree hardware's USB cable from the PC AND the PhoneTree power transformer. Then remove your USB Root Hub by right-clicking on the My Computer icon, selecting Properties, clicking the Device Manager button under Hardware, then right-clicking on USB Root Hub under Universal Serial Bus controllers and choosing Uninstall from the pop-up menu. Restart your PC, then reconnect the PhoneTree power transformer and the USB cable to the PC.

Cause: Windows® upgrade may be required
Remedy: It is HIGHLY RECOMMENDED that you install the latest Service Pack for your Windows® operating system (available here, from the Microsoft web site). Please note that PhoneTree USB is compatible with Windows® 2000, Windows® XP, Windows® 2003, and Windows® Vista. Note: PhoneTree is NOT compatible with Windows® 3.1, Windows® 95, Windows® 98, Windows® ME, Windows® NT, or Mac OS®.

Cause: Some USB host controllers have documented shortcomings when handling high speed bulk data transfers and should not be used with PhoneTree or other real-time hardware. Currently, USB host controllers identified by Device Manager as “VIA” or “BAM” are suspect.
Remedy: Install an approved USB host controller. The Belkin USB host controller has been proven to be reliable with PhoneTree. This controller may be available at a discount from PCS. Call 866-234-2943 for details.
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How do I add additional lines to my PhoneTree system?
Your PhoneTree hardware can be upgraded to increase its calling capacity by adding or enabling line cards inside the unit. To perform an upgrade to your PhoneTree hardware, refer to the model number located on the back or the bottom of your PhoneTree unit and follow the instructions below:

PT-400: All PT-400 units ship with four phone ports on the back of the unit, even if it is only a one-line system. The operation of the phone ports is dependent on the presence of an internal phone line card inside of the unit. A one-line PhoneTree system includes only one of these line cards inside, therefore only port 1 (labeled "Phone Line 1") on the back of the unit will work. Similarly, if you purchased a two-line system, your unit will come with two of the line cards, enabling both ports 1 and 2. Contact PhoneTree sales at 800.951.8733 for information about buying additional telephone line cards for your unit.

G2PT: All G2PT units ship with one phone port on the back of the unit, even if it is a two-line system. The single phone port can function as a two-line system using only one phone cable, or two phone cables using the included adapter. The configuration of the phone port is based on how your hardware was originally programmed when it was ordered. If your PhoneTree system is configured for only one-line, you can expand it to a maximum of two-lines by following these steps:

1. With the PhoneTree software open, from any desktop view (PhoneTree, Tools, Admin, etc.) click Help > Activate Line 2.
2. Follow the instructions on the screen that appears to purchase your second line Online or by Phone.

For instructions on how to connect phone line(s) to your G2PT hardware, please refer to page 14 of the PhoneTree 2100/2500/3500 User Guide.
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How do I add more icons to my PhoneTree system's desktop?
If you have the PhoneTree 2100, you will only be able to have one icon on your PhoneTree desktop. This is because the PhoneTree 2100 is a single-message system, with one call session in progress at any given time. However, you can have as many different lists as your hard drive will allow, and you can still sort your members into as many as 36 different groups. If you have a PhoneTree 2500 or 3500, your software ships with 8 PhoneTree icons on the PhoneTree desktop, but you can add more by using the PhoneTree Administrator on the Admin Desktop.
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How do I get the PhoneTree system to call only the people who are at home?
You can do this in one of two ways: set PhoneTree up to never leave its message to answering machines, or set PhoneTree to bypass answering machines on the first call attempt, which is sometimes called "Quick Call Mode." To set PhoneTree to never deliver its message to answering machines:

1.	On the List Editor screen, click the Options icon.
2.	Click on the Advanced tab.
3.	Under Deliver message to answering machines, choose Never.

With the Never setting selected, PhoneTree will hang up before leaving the message when it detects an answering machine. You could also choose Always [the default setting], After # of Tries or Within Time Window.

To set PhoneTree to bypass answering machines on the first call attempt:

How do I have the PhoneTree system stop calling once it reaches a set number of people?
PhoneTree has the capability to call a list of people to ask them for a "9" touch-tone reply (or "Y," for "Yes"), then once it reaches a set number of people who pressed "9'" it will stop calling. This feature is sometimes called, "Count Replies Mode" and is great for seeking a limited number of volunteers, because once you receive the desired number of people willing to help, calling will stop for that job and PhoneTree will then be available for another job. Here's how to enable this feature:

On the List Editor screen, click the Options icon. Click on the Call Settings tab. Check the box next to Count "9" replies and stop calls. Then type in the desired number of replies in the box. Click OK.

Now use Easy Call or the Call Wizard to record your message in the usual way. Be sure to ask for the "9" reply in your message. For instance: "Hi, this is Sue calling from the church. A water pipe burst in the basement and we need ten people to come over right away to help clean up. Please press "9" now if you can help. <pause> Thanks so much!" Now, for the next call session you start with this PhoneTree, it will collect the replies, count the "9" replies, and when it reaches the number of "9" replies you specified, it will stop calling for this call job.
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How do I allow people the option to repeat my message?
PhoneTree has the capability to play its message again if the listener presses the "Star" key [*] on their telephone keypad (up to 5 times). This feature is sometimes called "Star to Repeat" and is great if your message is long or has information your members might want to write down. Here's how to enable this feature:

1.	On the List Editor screen, click the Options icon.
2.	Click on the Call Settings tab.
3.	Check the box next to Allow star [*] key to repeat message.
4.	Click OK.

Now use Easy Call or the Call Wizard to record your message in the usual way. Be sure to tell your members they can press the "Star" key to hear the message again. For instance: "Hi, this is Sue calling from the church with this week's activities. The bake sale will be at 12 noon at the Southland Shopping Center. Please come 15 minutes early so we can get set up. Also, the Outreach Committee meeting will be Thursday night at 7:00, and the Mother's Morning Out will be Friday morning from 9 to 12 noon. And don't forget that Agnes Johnson is in room 342 at Memorial Hospital and would really appreciate a visit or a phone call. To hear this message again, press the "Star" key now. <pause> Thanks and have a great day!"

Now, for the next call session you start with this PhoneTree, it will play its message again for anyone who presses the "Star" key [*].
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How do I tell the PhoneTree software to pause during dinner?
PhoneTree has the capability to pause calling temporarily during any time you specify within the call window. This feature is great if you don't want PhoneTree to call during the dinner hour (or during the big game, etc.). Here's how to enable this feature:

How do I get the PhoneTree system to leave my callback number on a pager?
It is possible to get the PhoneTree system to leave your callback number on someone's pager. This is a two-part process:

First: You must first know which numbers in your list are pager numbers and add a "C" to that number in your list. For instance: John Doe's pager number is 555-6754, so we'd add a "C" to it in our List: "555-6754C." The "C" tells PhoneTree that this is a pager number and it should leave the callback number.

Now, you need to tell PhoneTree what your callback number should be:

1.	On the List Editor screen, click the Options icon.
2.	Click on the Advanced tab.
3.	In the Pager box, type in your desired callback number (for example: 555-4104).
4.	Click OK.

Now, for the next call session you start with this PhoneTree, it will leave your callback number on any pager it encounters.
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How do I use a PhoneTree unit to survey the people on my call list?
Because PhoneTree allows up to 6 touch-tone replies per person per call session, you could use PhoneTree to do simple surveys. However, it is not possible at this time to ask questions in your message and then play different messages based on the replies you receive from your listeners (a staged survey). But, PhoneTree is a great tool for doing simple surveys. For instance, the types of survey messages you could send with your PhoneTree could include:

1. "Hi, this is Ernie calling from the church. We're planning the annual picnic celebration and need to know how many people are planning to attend. Please enter the number of people who will be coming, including yourself. <pause> Also, if you would be willing to serve on the planning committee, please press '9' now. <pause> Thanks and have a great day!"

2. "Hi, this is Ernie calling from the church again. We're buying paint to renovate the gym and would like to know which color you prefer. If you like the light yellow, please press '1', or if you prefer the new pastel blue color, please press '2'. <pause> Thanks and have a great day!"

When your users press up to six keys on their telephone keypad based on the questions you ask them, PhoneTree will keep track of their replies in the "Replies" column on the List Editor screen. You can then sort your list based on the peoples' Replies, and/or generate a report based on the Replies.
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How do I change the chime (greeting) played before my message?
You can do this in one of two ways: 1. Change the greeting at the same time that you set up a call job, or.... 2. You can make a global change to the greeting for the entire system. Important: Your greeting must be between 1-4 seconds long to assure proper answering machine detection. Do not remove your greeting or replace it with silence, because this will interfere with proper operation of your PhoneTree.

To change the greeting as you set up a new call job:

1.	Follow the instructions for the Call Wizard to begin a new call session.
2.	At the Message recordings screen, click on the radio button next to Greeting.
3.	Click New, located above.
4.	Type in a name for your new Greeting, then click OK.
5.	The word "Greeting" will now appear in red, to show that it has not yet been recorded.
6.	Click Record to record your new greeting, and click Play to hear what you've recorded.
7.	When finished, click Next to proceed through the rest of the Call Wizard. At the last screen, choose Save changes and exit, then click OK.

Now when this call job is delivered, the people on the call list will hear your new Greeting instead of the chime.

To make a global change to the greeting for the entire system:

Important: If you re-record over one of the existing system greetings, it will affect any of the PhoneTrees (2500 and up) that are using that greeting. For instance, if you record something different for Hello.wav, and PhoneTree "8" uses Hello.wav for its greeting then everyone called by PhoneTree "8" will hear the new, re-recorded greeting.
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How do I store and re-use my messages?
When you use the Call Wizard to create new messages, you will be able to use them again any time you need to. All the messages you have ever used for a call session (unless they've been deleted) will show up in the drop down menus on the message recordings screen of the Call Wizard. If you would like to re-use one, just choose it from the drop-down menu. Click Play to listen to any message to confirm that it is the message you would like to re-use.

If you have a PhoneTree 2500 or 3500 and you wish to use a message you created in a different PhoneTree icon, you will need to copy your messages with Windows® Explorer. They are located in the following directory on your startup drive: "C:\Program Files\PhoneTree MVPu\MVP1\*001\Msgs" (*use the folder corresponding to the PhoneTree icon where you created the messages you wish to copy). For example, if you want to copy messages that you created in the PhoneTree 7 icon, you need to look in folder 007 -> Msgs for the messages. Then copy the message(s) into the folder corresponding to the PhoneTree that you wish to use. For example, if you wish to re-use these messages in the PhoneTree 5 icon, you need to paste the messages into folder 005 -> Msgs. Once you have done this, your messages will appear in the drop-down menu on the Call Wizard Message recordings screen.
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How do I play a different message to an answering machine in the same call session?
You can do this by selecting Machine in the Call Wizard, then recording a separate message that will go out to answering machines only. Now when you start this call job, if PhoneTree detects an answering machine it will leave the message you recorded for answering machines instead of the Standard Message.
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How do I give people the option to hear additional information?
This feature lets you record an additional message which can be played upon request by those called. Only those who, "press pound (#) for more information" will hear this message. Use it for messages in a second language, directions to an event, details on a specific topic, etc.

You can do this by selecting More Info in the Call Wizard, then recording a separate message that will go out to anyone who presses "#" for more information. Be sure to ask those you call to "...dial pound to hear more information..." when recording the Standard Message. Now when you start this call job, PhoneTree will play the Standard Message and will allow the people you call to press "#" for more information, and they will then hear the "More Info" message you recorded.
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How do I keep messages from being delivered to small children?
PhoneTree has the ability to ask for a confirmation before delivering the message. With this option enabled, PhoneTree first plays an introduction message and waits for the person to dial "9." Then, it delivers the message. PhoneTree will play the intro 3 times before giving up. If the person does not dial "9" then they are tried again later. This is sometimes called the "Call Confirmation Mode" and is good for insuring that your message won't get lost in the "Kid Zone" — and it will not affect message delivery to answering machines. You can enable this by selecting Intro (confirm w/9) in the Call Wizard. Then, record the Intro (confirm w/9) message on the Message recordings screen to go out to everyone, asking them to press '9' to hear an important message ("Hi, this is Bob. To hear an important message, please dial "9" after the tone."). Now when you start this call job, PhoneTree will play the intro message you recorded, and when the called party dials "9" it will play the Standard Message.
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How do I allow people to reach a live operator?
PhoneTree can be configured so that when someone presses "0" they can be transferred to a live operator on your phone system. Here's how:

You may want PhoneTree to use a different transfer method after hours. If so, check the box next to Use a different method at night. Then choose an alternate method from the box. Be sure that when you record your Standard Message you tell your members that they have the option to press "0" to transfer to a live operator.
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How do I send text messages to cell phones or other devices (pagers, etc.)?
Sending text messages to cell phones or other wireless devices is as easy as sending an email with your PhoneTree message — all you need is the proper address in the proper format. These vary among wireless carriers, and may change without notice, so be sure to verify the address with your message recipient if possible. For a current list of address formats of major carriers, please visit our Text Messaging page.
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A recent report showed a call status, "BUSY After Voice" – what does that mean?
"Busy after voice" refers to a message from the telephone company in response to dialing the phone number. It would typically be a recorded operator message followed by a fast busy signal. Basically it means there was a problem dialing the phone number (i.e., the number has been disconnected).

Unfortunately PhoneTree cannot record the operator message. We generally recommend calling the number yourself to see what the phone company message was.

Another similar message is a "Telco message." Both are interchangeable phone company messages in reference to the phone number dialed. It could mean the number is disconnected, or that you must dial the number long distance instead of local, circuits are busy or another message from the local phone company.
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I noticed a number of calls with the status "Hung Up Early" – what does this mean?
It indicates the called party listened to your message but hung up before the very end When the subject of the message is known, it is common for 10% or more of your calls to indicate this status (the behavior is similar to pressing delete before listening to the very end of a voice mail). PhoneTree occasionally makes system improvements which, based on your message length and content, may increase or decrease the number of answered calls that indicate "Hung Up Early."
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Will my PhoneTree system work with VOIP (Voice-Over Internet Protocol) systems?
PhoneTree will work with Vonage® or other VOIP systems. The cable signal is brought into a converter, usually a router provided with the service, which converts it into an analog signal. You then plug the converter into your household or business phone network through a normal phone jack. At that point, all phones or devices plugged into the system, including PhoneTree systems, work just as they would with your local phone company.
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How do I backup my PhoneTree system?
For instructions on how to create a backup of your PhoneTree system and how to restore it from the back up you create, please see Backing Up/Restoring Your PhoneTree System.
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How do I view and/or print past call jobs?
After each call job has completed, a record of it, including all original job data (Patient Name, Patient Phone Number, Call Status, etc.), is kept in the Call Logs area of the PhoneTree software. Call job data can be viewed by month, call job, or by custom query. To access the Call Logs:

1.	From any Desktop View, click the PhoneTree tab.
2.	Click the PhoneTree icon you wish to view and/or print a call job from.
3.	From the top of the List Editor screen, click File > View Monthly Call Logs.
4.	Calls placed during the current month will be displayed by default. Click the Previous and Next buttons to change months. To perform a search based on specific criteria (i.e., Call Status, Date Range, patient name, etc.), click Query. To perform a search for a specific call job, click Job.
5.	Print any Call Log Query by clicking the Print button (on the toolbar of the Monthly Call Logs screen), then choose the desired Report Format to use and click Print.

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