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PhoneTree 2100 User Manual

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2100, 2500, 3500
User Guide
Version 6
Revised 7/2009

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Summary of Contents for PhoneTree 2100

  • Page 1 ® 2100, 2500, 3500 User Guide Version 6 Revised 7/2009...

  • Page 3: Table Of Contents

    PhoneTree Hardware Functionality (While In Use) ........
  • Page 4 Backing Up/Restoring Your PhoneTree System ........

  • Page 5: Introduction

    Introduction...
  • Page 6 ≠-Mail ......support@phonetree.com USPS ......PhoneTree...

  • Page 7: Installation

    Installation...

  • Page 8: Step One: Check System Requirements

    Installation: Check System Requirements Step One: Check System Requirements PhoneTree requires a minimum set of requirements from your system in order to work correctly. If your PC has fewer than these requirements, your PhoneTree system may not complete certain tasks well or at all.

  • Page 9: Step Two: Install The Software

    (found on the inside of the software case) when prompted. If it does not start automatically, click OK. The Installer Menu should then launch. To install Adobe Reader, relaunch the Installer Menu. If you plan to use the PhoneTree Client software for limited remote access of your PhoneTree system from a networked PC (see page 131), launch the Installer Menu from that PC.

  • Page 10: Step Three: Connect The Hardware

    Using the supplied USB cable, connect the flat end to an available USB port on your PC and the square end to the PhoneTree’s USB cable jack (b). A USB cable is required for each PhoneTree hardware box (if all of your USB ports are in use, see page 8).
  • Page 11 Using the supplied USB cable, connect the flat end to an available USB port on your PC and the square end to the PhoneTree’s USB cable jack (b). A USB cable is required for each PhoneTree hardware box (if all of your USB ports are in use, see page 8).

  • Page 12: Step Four: Install The Hardware Drivers

    Windows. Check with your IT personnel to make sure the Windows user login you plan to run PhoneTree with has the correct permissions associated with it. If the permissions are not set high enough, Windows will prevent you from moving further with the installation.
  • Page 13 Installation: Install the Hardware Drivers, continued Windows Vista You may receive the warning screen below. Be assured that it is 100% safe to install PhoneTree on your PC. Please click Install this driver software anyway. It may take a few minutes for Windows to recognize the PhoneTree device drivers. When you see the above message appear in the lower right corner of the screen, the PhoneTree hardware has been successfully installed.

  • Page 14: Step Five: Connect Analog Phone Cable

    For example, if you have ordered a 4-line PhoneTree system, you will have two PhoneTree units: one unit representing lines 1-2 and the other for lines 3-4. By using the supplied cables and adapter, each PhoneTree unit can be configured to work with most any analog wall jack.
  • Page 15 Unlike the G2PT model, each phone jack located on the back of the PT-400 (see page 11) represents one phone jack, or line card, inside the PhoneTree unit. The PT-400 does not require special phone jack configurations. An individual, analog wall jack is required for each phone line board installed...
  • Page 16 Notes...

  • Page 17: Pre-Configuration Steps

    Pre-Configuration Steps...

  • Page 18: Step One: Verify Device Connection

    Host Controller USB Root Hub PCS PhoneTree USB Line 01 (if you do not see the correct number of installed lines AND if you have purchased more than 2 lines, follow the instructions in the Troubleshooting: Checking DIP Switches section on page 166).

  • Page 19: Step Two: Disable Power Management

    USB device (including PhoneTree). Because the default power management setting often causes problems for PhoneTree and other USB devices and because you already have the Device Manager open, go ahead and change the setting by completing the following steps: a.

  • Page 20: Step Three: Turn Off Pc Hibernation

    PC when left idle, which can cause problems when using PhoneTree. To resolve this: a. Right-click on a blank area of your desktop and choose Properties. b. Click on the Screen Saver tab.
  • Page 21 Pre-Configuration Steps: Turn Off PC Hibernation, continued For Windows Vista: a. Right-click on a blank area of your desktop and choose Personalization. b. Click on the Screen Saver link. c. Disable your screen saver by choosing None from the drop-down, then click on Change power settings...

  • Page 22: Step Four: Get A Copy Of Your Phone Book

    Because the dialing rules are set by independent phone companies, varying from location to location across the United States, and are continually being updated, you will need to tell PhoneTree how your numbers must be dialed. This is a one-time setup step that will not need to be repeated unless the dialing rules change for your location.

  • Page 23: Phonetree Hardware Functionality (While In Use)

    (ideal for multiple units) (ideal for a single unit) L1 (Line 1): This yellow light illuminates only while your PhoneTree is making a call on Line 1 and briefly turns off while switching between calls. L2 (Line 2): Corresponds to the second phone line (if enabled) and is otherwise the same as Line 1 in color and functionality.
  • Page 24 PT-400 Always make sure the green power light is on to be assured that your PhoneTree system is able to make calls. The speaker can be used to listen to any call activity for your line of choice or you can connect the headphones to listen to them privately.

  • Page 25: One-Time Configurations

    One-Time Configurations...

  • Page 26: Desktops

    One-Time Configurations: Desktops Desktops Upon opening the PhoneTree software, you will be presented with the Desktop View. In this view, you will see that the software is divided into five major sections; each represented by its own tab. These tabs give access to each Desktop View and are an important part of using and navigating through the PhoneTree software.

  • Page 27: The Admin Desktop

    Click on the Admin tab from the Desktop View. To start the basic configuration of your PhoneTree system, you will first need to access the Admin Desktop. The Admin Desktop contains several icons (varies with model), some of which globally control how PhoneTree makes calls in your area and from your location.

  • Page 28: Step One: Configure Phone Lines

    To enter a Suffix, first type the “T”, followed by the required number(s) in each Suffix box. If your PhoneTree system is a multi-line setup, you may need to set a prefix and/or suffix for each line. To do this, choose the next ascending number in the Select Line column (for example, “1” is for Line 1, “2”...

  • Page 29: Step Two: Configure Global Settings

    PhoneTree). PhoneTree can automatically print, save as a file or e-mail reports for your call job results (see page 90). ≠nter the time you want your reports to generate in the ≠nable daily file maintenance to run at box (default 1:00 AM).

  • Page 30: Step Three: Configure Dialing Translator

    “local dialing” that lists all the area codes local to you with their corresponding exchanges. Since PhoneTree requires only the area codes that are local to you, do not worry about obtaining any area codes that are only dialed long distance from your city/town. If your phone book does not list your local area codes and exchanges, try contacting your phone company for information or refer to the website link listed on page 22.

  • Page 31: Step Four: Import Menu Manager

    Click the Import Menu Manager icon. If you have a list of names and numbers stored in a file, PhoneTree can import that data using one of the supplied translators to create your call list. The translators have been named based on the file format they are designed to work with.

  • Page 32: Step Five: Configure Email

    Step Five: Configure eMail Click on the Configure eMail icon. PhoneTree can be configured to e-mail your call results as an AutoReport (see page 90) and/or messages in text form (2500 and 3500 only, including S≠) to e-mail addresses in your call lists.

  • Page 33: Additional Icons

    Central Database is used to keep a master list of your contacts that may be used with the PhoneTree system. Any time you wish to make a change to any of the contacts, you can make the change here and then set individual PhoneTree icons to automatically sync with the Central Database, so that changes need only to be made in one place.
  • Page 34 1 minute for calls placed with ≠asyCall and 2 minutes for the Call Wizard. 2500 S≠ and 3500 S≠ Users: If you have a PhoneTree 2500 S≠ or 3500 S≠, it is required that OnDemand is set up before you can make calls.
  • Page 35 PhoneTree 3500 (and S≠) only: Configure Flex Fields gives you the ability to configure parts of your message to change based on the data PhoneTree reads from a file. Configure Text-to-Speech gives you control over which Text-to-Speech engine you wish to use (basic or advanced), the voice gender and voice quality settings (via the Advanced button).
  • Page 36 Notes...

  • Page 37: Your First Call Job

    Your First Call Job...

  • Page 38: Your First Call Job

    In the previous sections, you were shown the necessary steps to prepare your PhoneTree system to make calls. Next, we suggest that you try making a test call to yourself to be sure your PhoneTree can complete the call with no difficulty. This section will show you how to manually add yourself to the call list, record a message and start calling using ≠asyCall, one of two ways to launch calls.
  • Page 39 You will also see a Translated phone number and a Call Status displayed. The Translated phone number column shows exactly how PhoneTree will dial that number by using the rules you set earlier in the Configure Dialing Translator (see page 30). The Call Status column shows whether or not an individual has been called and what PhoneTree encountered during that phone call (i.e.
  • Page 40 To review what was recorded, click Play. Once you are ready to launch your call list, click Call. Once Call is pressed, the PhoneTree will launch the Call Center. Turn to page 83 for more information on what the Call Center is and how it operates.
  • Page 41 2100...

  • Page 42: Let's Begin

    2100: Let’s Begin! 2100 Now that your PhoneTree 2100 is configured to work with your phone lines and dialing rules in your area, you are now ready to set up your message. On the following pages you will be shown, step-by-step, how to import your call list using a file, configure the call times, record a message and start making outbound calls using the Call Wizard.

  • Page 43: Setting Up A Call Job

    2100: Setting Up a Call Job Setting Up a Call Job: From the Desktop Click the PhoneTree 1 icon. View, click on the PhoneTree tab, then, click on PhoneTree 1. Click OK for the box that appears. Then, enter a name for this particular call list and click OK.
  • Page 44 2100: Setting Up a Call Job, continued Browse to the file to import. Click Open. Locate your file, then click Open. Click Overwrite existing file..then click Configure. A window will appear asking you what you would like to do, click Overwrite existing file.
  • Page 45 Use the up and down arrows to change the hour and minutes. The first tab of Call Options, Time/Days, allows you to tell PhoneTree which days of the week and what time during those days you want to make calls.
  • Page 46 2100: Setting Up a Call Job, continued Set to 10. Next, click on the Call Settings tab. Leave the Call connection options to their default settings. The Allow star (*) key to repeat message option allows the message to be repeated if star is pressed by announcing it during your message.
  • Page 47 2100: Setting Up a Call Job, continued Click on the Wizard icon from the top toolbar. The Call Wizard will take you step-by-step through the various call options and how to record your message(s) for your outbound calls. Unlike ≠asyCall, the Call Wizard allows you to save any messages that you record for later use.
  • Page 48 2100: Setting Up a Call Job, continued The message options chosen on the previous screen will determine which and how many of the drop-down boxes [i.e. Night, More Info] appear. Select the Standard message box. Then, from the top toolbar, click New. A box will appear requesting a title for the message.
  • Page 49 Call Center is and how it functions. If you would like to generate a report showing your call results once your calls are finished or configure PhoneTree to automatically do this for you, turn to page 87.
  • Page 50 Notes...
  • Page 51 2500...

  • Page 52: Let's Begin

    2500: Let’s Begin! 2500 Now that your PhoneTree 2500 is configured to work with your phone lines and dialing rules in your area, you are now ready to set up your message. On the following pages you will be shown, step-by- step, how to import your call list using a file, configure the call times, record a message, set up e-mail messaging, set up multi-lingual messaging and start making outbound calls using the Call Wizard.

  • Page 53: Additional Admin Desktop Features (2500 And Up)

    PhoneTree. ≠ach language that will be used with your PhoneTree will need to be entered and assigned a code to represent it (i.e. “≠” for ≠nglish, “S” for Spanish, etc.) under the Lang code column. Then, under the Language column, enter the name of the language as shown in the example above.

  • Page 54: Setting Up A Call Job

    (up to 256, using the PhoneTree Administrator). Repeat this section to set up another PhoneTree for a different list and message. Click OK for the box that appears. Then, enter a name for this particular call list and click OK.
  • Page 55 2500: Setting Up a Call Job, continued Browse to the file to import. Click Open. A window will appear asking you what you would like to do, click Overwrite existing file. When the next window appears, click Configure before the timer runs out. The CSV translator appears.
  • Page 56 Remove. Click on the Options icon from the top toolbar. The first tab of Call Options, Time/Days, allows you to tell PhoneTree which days of the week and what time during those days you want to make calls. Uncheck any day(s) you do not want to make calls on.
  • Page 57 2500: Setting Up a Call Job, continued Next, click on the Call Settings tab. Leave all of the Call connection options to their default settings. The Allow star (*) key to repeat message option allows the message to be repeated if the star key is pressed by announcing it during your message.
  • Page 58 2500: Setting Up a Call Job, continued Click on the Wizard icon from the top toolbar. The Call Wizard allows many options for different types of messages (as opposed to using ≠asyCall). Using the Call Wizard, you can create the standard recorded message or, add several different message options such as a Night Message.
  • Page 59 2500: Setting Up a Call Job, continued ≠-mail Message continued... Choose from one of the three choices for sending e-mail messages, then, click Next. Standard Message continued... Choose which message option(s) you would like to add in addition to your recorded message (for detailed information on each of these options, click Help), then, click Next.
  • Page 60 2500: Setting Up a Call Job, continued Standard Message continued... The message options chosen on the previous screen will determine which and how many drop-down boxes [i.e. Night, More Info] appear. Select the Standard message box. Then, from the top toolbar, click New. A box will appear requesting a title for the message. ≠nter a title for the message and then click OK.
  • Page 61 2500: Setting Up a Call Job, continued Standard Message continued... If you chose TT Response as a message option, you will see this screen. The touch tone reply numbers you choose here should coincide with what you mention in your message (for detailed information on how to set up a touch tone reply, click the Help button from the top toolbar).
  • Page 62 For information on how to initiate the OnDemand Packager, see pages 123-124. If you would like to generate a report showing your call results once your calls are finished or configure PhoneTree to automatically do this for you, turn to page 87.
  • Page 63 3500...

  • Page 64: Let's Begin

    3500: Let’s Begin! 3500 Now that your PhoneTree 3500 is configured to work with your phone lines and dialing rules in your area, you are now ready to set up your message. On the following pages you will be shown, step-by-...

  • Page 65: Additional Admin Desktop Features For 3500 (And S≠) Only

    Flex Fields give you the ability to configure parts of your message to change based on the data PhoneTree reads from a file. For instance, you could set up a Flex Field called “Location” and within that Flex Field, have three different locations. In your message, you could insert the “Location” flex field and depending on the location each member of your call list is listed with, that location would play back during the message.

  • Page 66: Configuring A Flex Field

    It is recommended that if you plan on using a flex field with your message that you first configure it before setting up PhoneTree to make calls. This section will discuss how to edit a flex field by using an example called “Office Location.” This example will also be used later in the chapter to illustrate how to use the flex field with your message.
  • Page 67 In this example, we see how each item appears after being added. For more information on how to set up Flex Fields, click the Help button located within. Continue to the next page when you are ready to set up your PhoneTree to make calls.

  • Page 68: Setting Up A Call Job

    3500: Setting Up a Call Job Setting Up a Call Job: From the Desktop View, click the PhoneTree tab, then, click PhoneTree 1. The other PhoneTrees can be used for additional call lists (up to 256 using the PhoneTree Administrator). Repeat this...
  • Page 69 3500: Setting Up a Call Job, continued Browse to the file to import. Click Open. A window will appear asking you what you would like to do, click Overwrite existing file. When the next window appears, click Configure before the timer runs out. The CSV translator appears.
  • Page 70 Remove. Click on the Options icon from the top toolbar. The first tab of Call Options, Time/Days, allows you to tell PhoneTree which days of the week and what time during those days you want to make calls. Uncheck any day(s) you do not want to make calls on.
  • Page 71 3500: Setting Up a Call Job, continued Next, click on the Call Settings tab. Leave all of the Call connection options to their default settings. The Allow star (*) key to repeat message option allows the message to be repeated if star is pressed by announcing it during your message.
  • Page 72 3500: Setting Up a Call Job, continued Click on the Wizard icon from the top toolbar. The Call Wizard allows many options for different types of messages (as opposed to using ≠asyCall). Here, you can create the standard recorded message or, add several different message options such as a Night Message.
  • Page 73 3500: Setting Up a Call Job, continued ≠-mail Message continued... Choose from one of the three choices for sending e-mail messages, then, choose to send either a simple text message or a constructed message. Then, click Next. Standard Message continued... Choose which message option(s) you would like to add in addition to your recorded message (for detailed information on each of these options, click Help), then, click Next.
  • Page 74 3500: Setting Up a Call Job, continued Standard Message continued... The message options chosen on the previous screen will determine which and how many drop-down boxes [i.e. Night, More Info] appear. Select the Standard message box. Then, from the top toolbar, click New. A box will appear requesting what type of message you want and a title for the message: Single-part (linear) message (.wav) - Choose this type if you do not want to use Flex Fields in your message.
  • Page 75 3500: Setting Up a Call Job, continued Standard Message continued... If you chose Single-part (linear) message (.wav) as your message type: To record a message option, click Record from the top toolbar and speak into the headset/microphone after you hear the beep. Click Stop when finished. To review what was recorded, click Play.

  • Page 76: Creating A Constructed Message (.Vft Only)

    Flex Fields and other information into your message, so that everyone called by PhoneTree will hear their own unique and customized message. To start, click Add and choose New Snippet and then double click on Unrecorded Snippet.
  • Page 77 3500: Creating a Constructed Message, continued Now the flex field can be added to the message. Click Add and insert a flex field that you have already set up. For our example, this is where the Office Location flex field gets inserted. Since the flex field has been inserted, we can add another New Snippet to complete the message.
  • Page 78 3500: Creating a Constructed Message, continued To edit a flex field, first click on the name of the flex field and then under the Field Values box select an entry for that flex field. For our Office Location example, we have four different offices: South, North, ≠ast and West.
  • Page 79 3500: Creating a Constructed Message, continued This completes our example message. At this point, both snippets and all of the flex field entries have been recorded. You do have the choice of using your voice recordings to play back the message or switching to Text-to-Speech.
  • Page 80 3500: Setting Up a Call Job, continued Standard Message continued... If you chose TT Response as a message option, you will see this screen. The touch tone reply numbers you choose here should coincide with what you mention in your message (for detailed information on how to set up a touch tone reply, click the Help button from the top toolbar).
  • Page 81 For information on how to initiate the OnDemand Packager, see pages 123-124. If you would like to generate a report showing your call results once your calls are finished or configure PhoneTree to automatically do this for you, turn to page 87.
  • Page 82 Notes...

  • Page 83: Call Center

    Call Center...

  • Page 84: Call Center

    Call Center Call Center Once you have initiated your calls from either ≠asyCall or the Call Wizard, the PhoneTree software will launch the Call Center. The Call Center is where phone calls actually take place. In addition to making calls, the Call Center is also utilized for features like AutoReports and Auto Tasks.

  • Page 85: Call Statuses

    Max No Answers Line was busy or not answered for max attempts (up to 15) set by user [2100: see 8b on page 46, 2500: see 8b on page 57, 3500: see 8b on page 71] Not Accepted Did not confirm delivery (by pressing “9”) after 3 call attempts...
  • Page 86 Call Center: Call Statuses, continued In addition to the call statuses, a number may appear to the right of the status, in the Replies column. This indicates a TouchTone was pressed by the person during the call: Indicates call was transferred to a voice mailbox or other extension on your phone system.

  • Page 87: Reports

    Reports...

  • Page 88: Manual Reports

    (AutoReport only). Manual Reports: a) Go to the PhoneTree desktop and click on the PhoneTree icon you wish to generate a report for. b) Click File and choose Print (or click the Print icon from the toolbar).
  • Page 89 Reports: Manual Reports, continued To export your report to a file instead of printing it, click Preview/≠xport to open a preview of the report. Click the Export icon. d) At the top of the preview screen, click on the ≠xport icon (blue envelope with red arrow).

  • Page 90: Autoreports

    AutoReports allow you to generate your call result reports automatically, instead of manually, after your call job(s) have completed. a) Go to the PhoneTree desktop and click the PhoneTree icon you wish to generate a report for. b) Then, click Setup and choose Autoreport...
  • Page 91 See page 32 for more information. WinFax PRO - Sends the report via fax machine. Requires installation of WinFax PRO software [not sold or supported by PhoneTree]. View: Choose which view you want to represent the report. This is a useful option when custom views have been created with special sorting properties.
  • Page 92 Notes...

  • Page 93: Tasks

    Tasks...

  • Page 94: Creating A Manual Task

    Tasks Desktop to initiate the task – it would start automatically. Creating a Manual Task: a) On the PhoneTree desktop, choose the icon for which you would like to create an Task. This takes you to the List ≠ditor for that icon.
  • Page 95 Tasks: Creating a Manual Task, continued c) Next, click the Add button, then enter a name for your new Task Icon, and click OK. d) Click OK on this screen. Now click the Modify Task button. e) Under the ≠dit Icon tab, choose an available icon from the list on the left, then type in a name in the ≠nter a name box.
  • Page 96 Click the ADD a command to script button. Choose Import, then File. g) Click the Yes button. h) Specify the file PhoneTree should look for every time this Task is initiated. When you have found and selected it, click Open.
  • Page 97 Tasks: Creating a Manual Task, continued i) Make the appropriate choice on this box (Yes will delete the import file after use, No will preserve the file). choose Call £ View. j) Choose whether the creation of this file should Overwrite the existing file, Append to the existing file, create a New file or Prompt (ask each time for a choice) by typing in the first letter of your desired operation.
  • Page 98 Tasks: Creating a Manual Task, continued m) Click OK. n) Make sure your view, whether custom or ≠ntire List, is selected in the View: drop-down menu and CSV (or your other translator) is selected in the Translator drop-down menu, then click OK. o) Repeat this process for any other Task Icons you would like to create, then click OK.
  • Page 99 Tasks: Creating a Manual Task, continued The Task icons you’ve created will now appear on the Task desktop, and when you click an icon, PhoneTree will execute the commands you selected for that Task.

  • Page 100: Automating A Task

    (or print a report, etc.) each day? PhoneTree allows you to initiate the actions of a Task automatically, based on a trigger you set (like a certain time of day, or the appearance of a certain file). Once this is set up, the task will run automatically only if PhoneTree is in the Call Center (like all other automated features).
  • Page 101 Trigger column. e) For a File Trigger, you will show PhoneTree where to find a file that will be placed in the same location each time it is updated (PhoneTree will use this file when completing the Task you have set up).
  • Page 102 Tasks: Automating a Task, continued f) Now, back on the Configure AutoTasks screen, you will see that the file pathname (or the days that you selected and the time for a Time Trigger) is shown in the Trigger column. Click OK. This Task will now be performed automatically without your needing to click its icon on the Tasks Desktop.

  • Page 103: Views

    Views...

  • Page 104: Creating A Custom View

    Creating a Custom View: a) Start by going to the PhoneTree desktop and choosing the icon for which you would like to create a custom view. This takes you to the List ≠ditor for that icon.
  • Page 105 Views: Creating a Custom View, continued d) The Filter/Sort tab allows you to filter out certain entries in for certain fields. For instance, the Call Status field shows a list of all possible call statuses. If you wanted to only view certain call statuses, you could check the Call Status box and in the next column choose which statuses you wanted to view.
  • Page 106 Notes...

  • Page 107: Remote Operation

    Remote Operation...

  • Page 108: Nabling Remote Operation

    Time/Days tab. 6. To select the Calling List file to be used when PhoneTree calls remotely, click the Browse button to select a file from your computer’s hard drive (the Lists available to PhoneTree will appear in the box at right).

  • Page 109: Nabling A Line As A Call-In Line

    Note: Make sure you leave the PhoneTree software in the Call Center in Calling Mode (see page 84). If you attempt to call in from another phone and PhoneTree is not in its Call Center, you will not be able to use Remote Access.

  • Page 110: Configuring Remote Options

    From the Admin Desktop, click on the Configure Remote Operation icon. Check Require caller to confirm ID when calling in if you want PhoneTree to verbally confirm your Remote PIN Code (ID) prior to granting access to the Remote Menu (recommended).

  • Page 111: Calling In

    Remote Operation, continued Calling In When calling in you must select your PhoneTree by typing in its icon number, and then enter the appropriate PIN code. ≠xample: To select PhoneTree 001 with PIN code 5678: a. Call in to your PhoneTree system and wait for an answer b.
  • Page 112 Note: You will interrupt any calls in progress and the call job you enable remotely will be initiated instead. Your PhoneTree is not remote enabled: • You will be instructed to use the PhoneTree software to enable Remote Operation. • This must be done in advance from the PhoneTree computer and may not be done remotely.

  • Page 113: Ondemand

    OnDemand...

  • Page 114: Setting Up An Account

    OnDemand: Setting Up an Account OnDemand To use PhoneTree OnDemand, you need the following components in addition to the requirements found in the Check System Requirements section (see page 8): • Correctly-configured internet connection (high-speed connection preferable but not required) •...
  • Page 115 Click Next. Fill out the form that follows (items in red are required fields). A valid e-mail address is required to use PhoneTree OnDemand. Choose a four-digit account PIN, type in a Promo Code if you have one, then click Next.
  • Page 116 OnDemand: Setting Up an Account, continued Read the descriptions of the available OnDemand account plans (switch from plan to plan by choosing a plan in the drop-down box at the top of the window). Choose a plan that fits your organization, then click Next. This next screen summarizes the current rates for the plan you selected.
  • Page 117 OnDemand: Setting Up an Account, continued On this screen, you have the opportunity to create users for this account. You must create at least one user for an account. Your users will have the ability to place calls that will be charged back to this account, but you (as the account administrator) can limit how many calls they are able to place (both as a total user limit and as a monthly limit).
  • Page 118 OnDemand: Setting Up an Account, continued ≠nter the cardholder’s first and last name, then choose the Payment Method (Visa, MC, AM≠X or Discover) from the drop-down box. If the credit card address is different from the address you entered in Step Two, un-check the box next to Credit Card Address is same as contact address and enter the address expiration date (month then year), then click Next.
  • Page 119 OnDemand: Setting Up an Account, continued Now, using your regular e-mail program, check for a new e-mail message for the account you typed in Step Two. You will receive an e-mail message similar to this one, containing your Account Number and Activation Code. K≠≠P this e-mail, in case you ever need to re-install your software or if you decide to use the account on another computer.
  • Page 120 OnDemand: Setting Up an Account, continued ≠nter your local area code in the My local area code box. Click the ≠nter Activation Code button on the main screen of the OnDemand Service Administrator (the same screen from step one). ≠nter your Activation Code in the box under the Account Number. Click OK when done.

  • Page 121: Submitting A Call Job: Using ≠Asy Call

    OnDemand: Submitting a Call Job Submitting a Call Job: Using ≠asyCall Click on the icon on the PhoneTree desktop to go to the List ≠ditor for the PhoneTree you wish to use. b) Choose Using ≠asyCall... from the Call Menu.
  • Page 122 OnDemand: Submitting a Call Job, continued c) Record your message and use the controls on the ≠asyCall screen as described in the Your First Call Job section (see page 40) of this user guide. Be sure the check box next to Use OnDemand service to make calls is checked.
  • Page 123 OnDemand: Submitting a Call Job, continued e) ≠nter the correct User PIN created for a user in step four on page 117 (Step 4a), and the e-mail address associated with this user. When done, click Next. f) This screen summarizes the information for your account, including your call rate and allowable calls for the month.
  • Page 124 Now you will see a summary of the charges to be billed for this call job. If the information is correct, click Submit. Next, the PhoneTree software will “package” the information for your call job and submit it to the Call Center. You will receive a confirmation e-mail with a tracking number for your call job.

  • Page 125: Submitting A Call Job: Using The Call Wizard

    To use the OnDemand service with the Call Wizard, follow the steps you normally would to set up a call job with the Call Wizard [read the Call Wizard section for the PhoneTree model you own: 2500 (pages 58-62) or 3500 (pages 72-81)]. On the last screen, make sure the box next to Check if you wish to use the OnDemand service to place your calls is checked.

  • Page 126: Getting Call Results: Active Jobs

    Stop to stop a call job in progress, or click OK when finished. Note: If you choose this option and receive a message that says “There are no active jobs for this PhoneTree,” then your call job has been completed.

  • Page 127: Getting Call Results: Merging Results

    You should receive a message that says OnDemand results have been merged to: <name of your file here>. Now, you can view, sort and print your results just as if you had placed the calls with the PhoneTree hardware. Read more about the different PhoneTree Call Statuses in the Call Center section (see page 85).

  • Page 128: Getting Call Results: Completed Jobs

    Here you can see the job number and file name, time and date of submission, and the selected call options for the completed OnDemand jobs for this PhoneTree. Now click the View button. Here you can view the specific status information for this completed job. When you are finished...
  • Page 129 OnDemand: Getting Call Results, continued If desired, click the Get Results button to merge call status information back into this PhoneTree. However if you have more recent call status information in this PhoneTree (from a subsequent call job), doing so could overwrite the more recent data.
  • Page 130 Notes...

  • Page 131: Phonetree Client (2500 & 3500 Only)

    PhoneTree Client (2500 & 3500 Only)

  • Page 132: Initial Setup: Host Pc Configurations

    (such as the time and day your calls should go out), and view call results after your calls have finished. Note: PhoneTree Client does not provide the ability to view the List ≠ditor (see page 38, step 3) or make any changes therein.
  • Page 133 Select or add a Group or User and then set each permission to Allow. When finished, click OK. The Host PC is now configured to work with PhoneTree Client. Next, go to the Remote PC (where you plan to operate PhoneTree Client from) and configure its mapped drive...

  • Page 134: Initial Setup: Remote Pc Configurations

    PhoneTree Client: Initial Setup: Remote PC Configurations Initial Setup: Remote PC Configurations: On the Remote PC, right-click My Computer and select Map Network Drive..From the Drive drop-down box, choose an unused drive letter and click Browse..This window displays all the available networked folders seen from this PC. Browse to the 'PhoneTreeMVPu' located on your Host PC that you set up in the previous section.
  • Page 135 The Folder drop-down box now displays the path of what you selected from the previous step. To save the mapped drive you just configured, click Finish. The Host and Remote PCs are now configured to work with PhoneTree Client. Please proceed to configure PhoneTree Client to work with the PhoneTree system.

  • Page 136: Initial Setup: Client Configurations (Remote Pc)

    PhoneTree Client: Client Configurations (Remote PC) Initial Setup: Client Configurations (Remote PC): After installing the PhoneTree Client on the Remote PC (see page 9), launch it by clicking on the PhoneTree Client icon on your PC’s desktop. The first time PhoneTree Client runs, you will see these two warning messages appear, one after the other.
  • Page 137 Next, to create a default folder where all your calling preferences and other data will be kept, click the Make Default Local Path button. A folder will be created on your hard drive in the location shown, and this is where all data generated by the PhoneTree Client software will be stored.

  • Page 138: Initial Setup: Call Options (Remote Pc)

    PhoneTrees protected by a password will be marked with an asterisk (*). Note: Be sure the PhoneTree you select already has a Call List file created for it (see page 38, step 2). The ≠asy Call dialog will appear. From the Setup menu, choose Call Options.
  • Page 139 (*) (Recommended setting: ON). C. Play Message Twice to ≠very Person means that each time PhoneTree delivers a message, it will play the same message twice. This option significantly lengthens the time...
  • Page 140 4th ring (Recommended setting: 7). I. Max No Answers can be set from 1 to 15. PhoneTree will call a number back this many times if it gets a busy signal or no answer. PhoneTree automatically spreads reattempts to these numbers throughout the day (Recommended setting: 15).
  • Page 141 (outgoing message) on the Host PC that will be played after a member presses 0. To do this, click OK on this screen and read the help files for Mailbox Messages on the Host PC. Don’t forget to tell your members in your PhoneTree message to press 0 if they want to leave a message.
  • Page 142 (i.e., to never leave a message on an answering machine). You would put an “A” in the Suffix box (which tells PhoneTree to hang up when it detects an answering machine). Remember, any Prefixes, Suffixes, and Library numbers you type here will be in addition to any others typed on the Configure Phone Lines dialog on the Admin Desktop of the Host PC (which are system-wide).
  • Page 143 Call the PhoneTree already has: <name of file>.mdb: Use this if you want PhoneTree to call using the file that is currently active on the server machine for this PhoneTree. The correct name of this file will appear here (if you see No list available! then you will need...

  • Page 144: Daily Operation: Starting A Call Job (Remote Pc)

    PhoneTree Client: Daily Operation: Starting a Call Job Daily Operation: Starting a Call Job (Remote PC): Click here to start calls. To start calling, click the Call List button on the ≠asy Call screen: Calls will be paused as your new job is added.

  • Page 145: Daily Operation: Checking Call Status (Remote Pc)

    View Call Status box is checked. This must be done on the Host PC and on the Remote PC in the client (see page 142). You will only need to do this once for each PhoneTree. Now, go back to the PhoneTree Client on your Remote PC and click the PhoneTree...
  • Page 146 PhoneTree Client: Daily Op.: Checking Call Status (Remote PC), cont. Choose the PhoneTree for which you would like to view the Call Status and click OK. Now you are back on the ≠asy Call screen for that PhoneTree. Choose Update Call Results from the File menu.
  • Page 147 PhoneTree Client: Daily Op.: Checking Call Status (Remote PC), cont. You will be taken back to the PhoneTree Call Status screen (the main Client screen) and you can watch as calls are temporarily paused while an up-to-date call list is generated on the Host PC.

  • Page 148: Reference: Importing Data (Remote Pc)

    Before you can import data using the Client software, the translator for your file type must be configured for PhoneTree on the Host PC. If this is not done beforehand, the file import may fail. PhoneTree can use data generated by any data management software.
  • Page 149 (.txt, .dat or .csv) and that you placed the exported file in the PhoneTree Client folder. You will now be given the opportunity to preview the file before sending it to PhoneTree for translation. Click OK if you are satisfied that this is the correct file.
  • Page 150 PhoneTree Client: Reference: Importing Data (Remote PC), cont. Now the name of your imported file shows up here. You will be taken back to the ≠asy Call screen. Record a message if you haven’t already (follow Step 8 on page 143) and click the Call List button. Notice that the name of your list now shows up on the screen.

  • Page 151: Reference: The Call Status Screen (Remote Pc)

    Placed: Will display the number of calls placed. This number is often larger than the number of completed calls because PhoneTree will call back if no one answers the phone or if the line is busy. Completed: Shows two numbers: the first is the number of people in your list who have been completed.
  • Page 152 Night: Displays the Start Night Messages At time you specified on the Call Times tab of the Call Options dialog (page 139). Call File: Shows the file that each PhoneTree is currently using for calling. Note: Any file sent from the the Client will show up here as “ClientImport” (regardless of the name you gave it locally).

  • Page 153: Troubleshooting

    Troubleshooting...

  • Page 154: Line Card Not Found

    PhoneTree hardware. This common problem of the PC not recognizing a USB peripheral can occur with any USB device, not just PhoneTree. To resolve this, try the following steps in order: Cause: Power Management is enabled under Windows XP AND/OR the PC is set to hibernate.
  • Page 155 “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. If you have tried all these suggestions and you are still receiving the error, please contact PhoneTree Customer Support at 866.234.2943.

  • Page 156: Please Connect Telephone Cord

    Lift the receiver and listen. If you hear a dial tone, proceed with the next step. If no dial tone is heard: Try a different phone cable instead of the one provided with PhoneTree. If you hear a dial tone with the new cable, proceed with the next step (and continue to use the working phone cable). If no dial tone is heard with the new cable, contact your telephone provider and ask for the problem to be corrected.
  • Page 157 Disconnect the black power cable from the back of the PhoneTree unit. Wait a few seconds, then reconnect the cable, confirming that the green light on the front of the PhoneTree unit is 5. Reconnect the Phone Line Cable(s) to PhoneTree Disconnect the analog telephone from the wall outlet and reconnect the phone cable(s) to the phone port(s) on the back of the PhoneTree unit.

  • Page 158: Call Remote Won't Answer

    Be sure “Enable remote calling” and “Override Times/Days...” are both checked. 2. Be sure that Remote Access is enabled. click on the PhoneTree you wish to use from the PhoneTree desktop, then choose Call Options from the Setup menu. Click on the Remote...
  • Page 159 5. Confirm that you are using the correct telephone number for the line assigned to PhoneTree. 6. Make sure the line assigned to PhoneTree is not shared with another device that may be set to answer calls (fax machine, etc.).

  • Page 160: Ondemand

    Click the Done button. 14.Click OK on the OnDemand Service Administrator window. 15.Click on the PhoneTree tab and click on the PhoneTree icon you were using. 16.Return to either the Call Wizard or the ≠asyCall screen and re-send the call job (the...
  • Page 161 A. The OnDemand service is designed for jobs that need to be delivered very quickly and as such, will retry a maximum of 3 times (versus the default of 15 for the PhoneTree hardware). Q. I sent a calling job but it appears to be ‘stuck’—nobody is being called. What should I do? A.
  • Page 162 Q. We’ve installed the PhoneTree software at work and are using the system, however I need to install the PhoneTree software on my PC at home also. Is it possible for me to do this, and if so, how do I activate the account I’ve already created? A.
  • Page 163 At any given time, your call job will be completed in a matter of minutes vs. 60 calls per hour per phone line using the PhoneTree hardware. Check your call status reports to see when the first call was completed and when the last call was completed — this time frame...

  • Page 164: Phonetree Client

    A. Make sure the PhoneTree Host PC is network enabled. Q. I have chosen View Call List to look at the Call Status for a PhoneTree, but it only brings up a text file that says “PhoneTree Call Status results are not available for this PhoneTree.”...
  • Page 165 (“Collections” in the example above). Usually this means that this PhoneTree has not yet been used Note that once a file has been sent to (and used by) the PhoneTree in question on the Host PC, the words 'ClientImport.mdb' will appear here.

  • Page 166: Checking Dip Switches

    ≠ach PhoneTree unit has a 4 position DIP switch located on the back. The switches must be set to properly identify the unit as Lines 1-2, Lines 3-4, etc. Where possible, PhoneTree presets these switches so that you do not need to do so.
  • Page 167 ≠ach PhoneTree unit has a 4 position DIP switch inside. The switches must be set to properly identify the unit as Lines 1–4, Lines 5–9, etc. Where possible, PhoneTree presets these switches so that you do not need to do so.
  • Page 168 Notes...

  • Page 169: Appendices

    Appendices...

  • Page 170: Diting An Icon

    Appendices: Editing an Icon ≠diting an Icon: You can change the name and/or graphic for any icon. To do this, follow the instructions below: First, right click on the icon you wish to change, then click ≠dit This Icon. Next, choose a icon graphic from the Select an icon box. A preview will appear for each icon clicked.

  • Page 171: Text Messaging

    A. 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. For a list of address formats of major carriers, please visit www.phonetree.com/texting. These may change without notice, so be sure to verify the address with your message recipient if possible.

  • Page 172: Blocking Numbers

    Blocking Numbers: If there is a person that is part of your list or if you have a phone number that PhoneTree should never call, you can add them to the Blocked Numbers database. As long as the phone number is stored here, PhoneTree will always block it.

  • Page 173: Activating Line 2 For G2Pt Hardware

    Appendices: Activating Line 2 for G2PT Hardware Activating Line 2 for G2PT Hardware: If your PhoneTree G2PT hardware is a one line system, you can purchase an Activation Code to enable Line 2 (which will double your calling capacity) by following these instructions.

  • Page 174: Backing Up/Restoring Your Phonetree System

    Please Note: Keep your current PhoneTree Installation CD in a safe place. In the event you ever need to restore your PhoneTree system, or move it to another PC, you MUST use the same version of the PhoneTree software your backup files were created from (to identify your PhoneTree 1.
  • Page 175 Windows (right-click on the folder £ Send to £ Compressed (zipped) Folder) to prevent the 3. Right-click on the “PhoneTree Backup” folder you created in step 1 and choose Paste from the sub-menu. This will copy the entire PhoneTreeMVPu folder you copied in step 2 into this folder.
  • Page 176 Appendices: Backing Up/Restoring Your PhoneTree System, continued 2. Install PhoneTree on the new computer. You must install under the user name from which you will be using the software. Do not yet launch the PhoneTree software. 3. Connect the PhoneTree hardware, including the phone cable(s), USB cable and finally, the power cable.

  • Page 177: Warranty Information

    Warranty Information...
  • Page 178 To Receive Service (In Warranty) To receive technical assistance with your PhoneTree system, please call 866.234.2943 and you will be connected with one of our customer support technicians. They will remotely connect to your computer to see the problem firsthand and attempt to correct it. If your problem is found to be related to your PhoneTree hardware, we will provide you with a Return Authorization Number (RA#) and you will be requested to ship us the unit.
  • Page 179 Service Agreement to allow a technician to assist with resolving your issue. If the problem is found to be related to your PhoneTree hardware, there will be an additional fee to have it repaired. You will be issued a Return Authorization Number (RA#) and asked to send us the unit. Once your unit has been received and tested, a technician will contact you with the repair costs.
  • Page 180 Notes...

  • Page 181: Regulatory Information

    Regulatory Information...
  • Page 182 Regulatory Information: Model No. G2PT Regulatory Information Model No. G2PT INDUSTRY CANADA (IC) NOTICE This device complies with Part 15 of the FCC Rules. Operation is subject to the following two conditions: "NOTICE: The Industry Canada (IC) label identifies certified equipment. This certification means that the equipment meets telecommunications (1) This device may not cause harmful interference, and (2) This device network protective, operational and safety requirements as prescribed in...
  • Page 183 Regulatory Information: Model No. PT-400 Regulatory Information: Model No. PT-400 This equipment has been tested and found to comply with the limits for a This equipment may not be used on coin service provided by the telephone class B digital device, pursuant to Part 15 of the FCC rules. These limits are company.
  • Page 184 Notes...

  • Page 185: Index

    Index...
  • Page 186 AutoTask Manager 33, 100 Hardware Installation 10, 11 ≠-Mail 6 Headphone plug 10 Fax 6 Headset Microphone 10, 11 Toll-Free Customer Support 6 Backing Up PhoneTree 174 Hibernation 20, 21 Training 6 Blocked Number 85, 142 Hostname 32 USPS 6 Blocking Numbers 172 Hung Up ≠arly 85...
  • Page 187 Index, continued Line Card Not Found 154 Phone lines 28 Local 30 PhoneTree Administrator 34, 53 Tagged 49, 62, 81 Logon Information 32 PhoneTree Client 132 Tasks 94 Long Distance 30 PhoneTree Installation CD 9 Telco Message 85 PhoneTree USB Client 9 Test ≠-Mail Settings 32...
  • Page 188 Personal Communication Systems, Inc. 2400 Reynolda Rd. Winston-Salem, NC 27106 www.phonetree.com © 2009 PCS PhoneTree® is a registered trademark of Personal Communication Systems, Inc. Specifications subject to change without notice.

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