PhoneTree 2100, 3500, 2500 User Manual

Download

Page 1

2100, 2500, 3500

User Guide

Version 6

Revised 7/2009

Page 2

Page 3

Table of Contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Step One: Check System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Step Two: Install the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Step Three: Connect the Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

Step Four: Install the Hardware Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Step Five: Connect Analog Phone Cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Pre-Configuration Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Step One: Verify Device Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Step Two: Disable Power Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

Step Three: Turn Off PC Hibernation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

Step Four: Get a Copy of Your Phone Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

PhoneTree Hardware Functionality (While In Use) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

One-Time Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Desktops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

The Admin Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Step One: Configure Phone Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Step Two: Configure Global Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Step Three: Configure Dialing Translator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

Step Four: Import Menu Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Step Five: Configure eMail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

Additional Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Your First Call Job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Your First Call Job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

2100 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Let’s Begin! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Setting Up a Call Job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

2500 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51

Let’s Begin! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

Additional Admin Desktop Features (2500 and up) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53

Setting Up a Call Job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54

3500 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63

Let’s Begin! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64

Additional Admin Desktop Features for 3500 (and S≠) only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65

Configuring a Flex Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66

Setting Up a Call Job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68-75, 80-81

Creating a Construct

Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84

atuses

Call St

Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Manual Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88

AutoReports

Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93

Creating a Manual Task . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94

Automating a Task . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100

ed Message (.vft only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76-79

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Page 4

Table of Contents, continued

Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103

Creating a Custom View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .104

Remote Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107

≠nabling Remote Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108

≠nabling a Line as a Call-In Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109

Configuring Remote Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .110

Calling In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .111

PhoneTree Remote Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .111

OnDemand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113

Setting Up an Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114

Submitting a Call Job: Using ≠asy Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121

Submitting a Call Job: Using the Call Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125

Getting Call Results: Active Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126

Getting Call Results: Merging Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127

Getting Call Results: Completed Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128

PhoneTree Client (2500 & 3500 Only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131

Initial Setup: Host PC Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .132

Initial Setup: Remote PC Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .134

Initial Setup: Client Configurations (Remote PC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136

Initial Setup: Call Options (Remote PC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138

Daily Operation: Starting a Call Job (Remote PC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144

Daily Operation: Checking Call Status (Remote PC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145

Reference: Importing Data (Remote PC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148

Reference: The Call Status Screen (Remote PC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .153

Line Card Not Found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .154

Please Connect Telephone Cord . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .156

Call Remote Won’t Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158

OnDemand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .160

PhoneTree Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .164

Checking DIP Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .166

Appendices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .169

≠diting an Icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .170

Text Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .171

Blocking Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .172

Activating Line 2 for G2PT Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173

Backing Up/Restoring Your PhoneTree System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .174

Warranty Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .177

Regulatory Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .181

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Index

185

Page 5

Introduction

Page 6

Introduction

Welcome!

Thank you for choosing PhoneTree to deliver your important messages! This guide has been designed to take you step-by-step through the basic required setup of your PhoneTree system, including the pre-configuration steps necessary to complete before calls can take place, as well as daily operation and common questions. For further information on certain features that are not discussed in this guide, you can search the help files located within the PhoneTree software or visit our website at

We are always improving our product and support materials. For the latest updates for this User Guide, please visit

www.phonetree.com/customersupport/downloads.htm.

Contacting Us

We’re here to help if you ever have questions. Keep the following contact information handy and let us know anytime you have a question, comment or concern.

Toll-Free Customer Support . . . . . . . . .866.234.2943

Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . .800.245.4221

≠-Mail . . . . . . . . . . . . . . . . . . . . . . . . . [email protected]

USPS . . . . . . . . . . . . . . . . . . . . . . . . . . .PhoneTree

2400 Reynolda Rd Winston-Salem, NC 27106

Notice of Liability

The information in this book is intended to be accurate and useful with the operation of your PhoneTree. Personal Communication Systems, Inc. shall not have any liability for loss or damage caused by directly or indirectly using the instructions contained within this book or by the computer software and hardware products described in it.

www.phonetree.com.

Trademarks

The trademarked names used in this book are used for editorial purposes only and to the benefit of the trademarked owner with no intention of infringement of the trademark. We further state that PhoneTree, PhoneTree 2100, PhoneTree 2500, PhoneTree 2500 S≠, PhoneTree 3500, PhoneTree 3500 S≠, PhoneTree PT-400, PhoneTree G2PT, PhoneTree Client, PhoneTree OnDemand and the PhoneTree logo are all trademarks of Personal Communication Systems, Inc.

Page 7

Installation

Page 8

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.

System Requirements (Minimum)

• Intel Pentium 4 or equivalent processor

• Windows 2000, Windows XP, Windows Server 2003, or Windows Vista

PhoneTree is not compatible with Windows 3.1, Windows 95, Windows 98, Windows M≠, Windows NT, or Mac OS.

• RAM: 2000 . . . . . . . . . . . 512 MB

XP . . . . . . . . . . . . . 512 MB

Server 2003 . . . . . 512 MB

Vista . . . . . . . . . . . 1 GB

• Hard Drive Space: 1 GB

• CD ROM Drive

• Color Monitor (SVGA) with 1024 x 768 resolution

• One USB port per unit.

Note: If you do not have any available USB ports, you will need to purchase a new host controller card. There is a max of 12 lines (3 PT-400 units or 6 G2PT units) controller card

In addition to the abo

• Configured and installed on the client network.

• Able to access the Internet for initial configuration, to receive online training and in case of any future technic

Note: PhoneTree is designed t

compatibility or problem-free operation with other programs.

(true dual [or quad]). For more information, please contact Customer Support.

ements, the computer hosting PhoneTree must be:

equir

e r

al support needs f

w oper

o allo

om PhoneT

ation in the background however,

ree Customer Support.

per host

e cannot guar

ant

Page 9

Installation: Install the Software

Ins

tal

lat

ion

Step Two: Install the Software

Note to Windows Vista users: User Account Control (UAC) must be disabled before you can

install the PhoneTree software. Please see the that was included with your package or visit instructions on how to do this.

1. Insert the CD

Insert the PhoneTree Installation CD into your CD-ROM drive. The Installer Menu should start automatically. Choose (found on the inside of the software case) when prompted. If it does not start automatically, click on Start click OK. The Installer Menu should then launch.

To install software for limited remote access of your PhoneTree system from a networked PC (see page

131), launch the Installer Menu from that PC.

Choose the Default Settings

Click on Next several times until the installation process starts. In order to assure reliable operation and ease of service, please DO NOT change the default installation information as it is presented.

£ Run £ Browse... £ Installer.exe (look for this file on the CD) £ click Open £

Adobe Reader, relaunch the Installer Menu. If you plan to use the PhoneTree Client

Install PhoneTree Software and enter the supplied Serial Key

3. Finish Installation

If asked, choose “Yes, I want to restart my computer now” and click Finish. Do not start the PhoneTree program at this time.

4. Install Female and Male Voice Text-to-Speech (3500 only)

Repeat t

his proc

ess for

both t

he Female

Installing PhoneTree on Windows Vista insert

www.phonetree.com/customersupport for

ale Voice CDs

and M

Page 10

Installation: Connect the Hardware

Hardware Model: G2PT

DIP Switches (See warning below)

Phone Line Jack

Headphone/Speaker Jack

Microphone Jack

USB Cable Jack

Power Adapter Jack

Step Three: Connect the Hardware

G2PT

1. Connect the phone cable

The G2PT’s single phone jack design (a) has the ability to be configured for 1 or 2 Line capacity. Please see page 14 for instructions on how to connect to various wall jack configurations.

Connect the USB cable

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 hardware box (

if all of your USB ports are in use, see page 8).

3. Connect the power adapter

Connect the supplied power adapter to the PhoneTree’s power adapter jack (c) and then insert it into a wall power outlet or power strip.

4. Connect the headset micr

Using the supplied headset microphone, connect the Headphone plug, or a set of computer speakers, into the SPKR jack located right below the SPKR jack. microphone or speak

er set, is c

ophone

(d). Next, connect the Microphone plug into the MIC jack (e),

Note: If using more than one unit, make sure that the headset

onnected to the unit that contains lines 1-2.

Caution! (DIP Switches)

The DIP (Dual In-Line Package) Switches are pre-configured from PCS and should only be adjusted if there is an installation problem as described on page 18.

DIP Switches, please see page 166.

(b). A USB cable is required for each PhoneTree

For information on how to properly set the

Page 11

Hardware Model: PT-400

Installation: Connect the Hardware, continued

Phone Line Jack

Headphone/Speaker Jack

Microphone Jack

USB Cable Jack

Power Adapter Jack

PT-400

1. Connect the phone cable

Connect an analog phone cable to each enabled phone jack. Depending on the number of lines you ordered for your PhoneTree hardware, all phone jacks on the back of each PT-400 unit may not be enabled.

2. Connect the USB cable

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 hardware box (

if all of your USB ports are in use, see page 8).

3. Connect the power adapter

Connect the supplied power adapter to the PhoneTree’s power adapter jack (c) and then insert it into a wall power outlet or power strip.

4. Connect the headset microphone

Using the supplied speakers, into the Speaker jack jack

(e), located just below the Speaker jack.

Note: If using more than one unit, make sure that the headset microphone or speaker set, is

connected to the unit that contains lines 1-4.

headset microphone, connect the Headphone plug, or a set of computer

(d). Next, connect the Microphone plug into the Microphone

(b). A USB cable is required for each PhoneTree

Page 12

Installation: Install the Hardware Drivers

Step Four: Install the Hardware Drivers

After the hardware steps on the previous page are completed, your computer may prompt you for permission to install the hardware drivers for 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.

If you are running Windows XP, you will be required to install the drivers manually:

Windows XP (with Service Pack 2)

Choose

(Recommended)

Next, y is 100% safe to install the PhoneTree drivers on your computer. Click Windows will prompt you to do this several times until the hardware is fully installed.

Note: If you accidentally pressed STOP Installation, unplug the power adapter from the PhoneTree box for about 10 seconds and then reinsert it. You should see Windows detect the hardware again and then just follow the steps listed above.

No, not this time and click Next. Choose Install the software automatically

, then click Next.

ou will be informed that the drivers have not passed Windows Logo testing. Be assured that it

Continue Anyway to proceed.

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

Installation: Connect Analog Phone Cable

Step Five: Connect Analog Phone Cable

G2PT

The G2PT’s single phone jack design allows it to be used for either a 1 or 2 line system. The number of PhoneTree lines you purchased will determine how many PhoneTree hardware units you have. 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. Using the examples below, choose the wall jack configuration that you will use and connect your analog phone cable(s) as instructed.

Note: These illustrations represent connections for one G2PT PhoneTree hardware unit. If you have more than one PhoneTree unit, you will need additional wall jacks enabled for each unit.

Single, Analog Wall Jack

(1-Line PhoneTree Unit)

Single, 2-Line Analog Wall Jack

(2-Line PhoneTree Unit)

Connect PhoneTree to the wall jack using the 7-foot phone cable.

2-Wire Jack

4-Wire Jack

Duplex Analog Wall Jack

(1-Line PhoneTree Unit)

Connect PhoneTree to either wall jack using the 7-foot phone cable.

Duplex Analog Wall Jack (2-Line PhoneTree Unit)

Duplex Adapter

The Duplex Adapt PhoneTree G2PT unit) has been specially wired for exclusive use with the Duplex Analog Wall Jack (2-Line) configuration.

serve as a standard splitter.

not found in stores and is only sold directly from PhoneTree (www.phonetree.com/shop).

er (included wit

h each

It will not

This adapter is

Connect PhoneTree to the 4-wire jack on the duplex adapter using the 7-foot phone cable.

he adapter into either wall jack.

Plug t

Using the 4-inch phone cable, connect

he 2-

o t

t above).

wir

emaining w

he r

e jack on t

he duplex adapt

all jack (see figur

Page 15

Installation: Connect Analog Phone Cable, continued

PT-400

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 inside the unit. ≠ven though each PT-400 unit has four phone jacks, all may not be enabled.

Page 16

Notes

Page 17

Pre-Configuration

Steps

Page 18

Pre-Configuration Steps: Verify Device Connection

Pre-Configuration

Before starting the PhoneTree software configurations, we recommend that the following steps are completed. These steps have been designed to help ensure that your PhoneTree operates at its fullest potential on your PC.

Step One: Verify Device Connection

Check to see if your PC recognizes your PhoneTree unit by doing the following:

a. Right-click the My Computer icon on your computer desktop and choose Properties.

b. Click on the Hardware tab and then the Device Manager button. Then scroll down to Universal

Serial Bus controllers.

c. Click on the

+ sign next to its icon.

ou should see the following devices (exact descriptions vary) at a minimum:

Host Contr

USB Root Hub

PCS PhoneTree USB Line 01 you have purchased more than 2 lines, follow the instructions in the Troubleshooting: Checking DIP Switches

Other devices may be present. Leave this window open in order to complete the next step.

oller

(if you do not see the correct number of installed lines AND if

section on page 166).

Page 19

Pre-Configuration Steps: Disable Power Management

Step Two: Disable Power Management

To manage power, Windows will attempt to disable USB functionality when a device is not used. As the default behavior, this often does not work correctly and may cause Windows to not properly recognize any 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. Under the the Universal Serial Bus Controllers

branch, right-click a

Properties (see picture at right).

choose

USB Root Hub, and then

b. Click the

tab.

De-select the “Allow the computer to turn off this device to save power” check box (see picture at right).

d. Repeat Steps a-c for each USB

Root Hub in your Device Manager.

e. Click

Manager.

Power Management

OK, and close the Device

Page 20

Pre-Configuration Steps: Turn Off PC Hibernation

Step Three: Turn Off PC Hibernation

For Windows 2003 & XP:

The Windows hibernation or another power management function sometimes interferes with the operation of your 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

b. Click on the

c. Disable your screen saver by choosing

“

None” from the drop-down, then click

the Power button (see picture at right).

Properties.

Screen Saver tab.

d. Once the

window opens, click on the Power

Schemes

settings for your selected scheme include the

monitor System standby (see picture below

right). Now click on the

e. Make sure the

option is NOT selected on this Hibernate tab. Click

Display Properties screen.

Power Options Properties

tab. Make sure that the

Never setting for Turn off

, Turn off hard disks and

Hibernate tab.

≠nable hibernation

OK, then click OK on the

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

b. Click on the

c. Disable your screen saver by choosing

None from the drop-down, then click on Change power settings...

d. On the Power Options tab, under

Select a power plan, click Change plan settings

plan you are using.

e. Once in the

drop-down boxes for

display to Never. Next, click on Change advanced power settings

f. From the list of advanced settings, click

the

When finished, click You will return to the ≠dit Plan Settings tab. Click

and Put the computer to sleep

+ sign next to the following items:

Hard Disk: set Turn off hard disk after

to 0 minutes. This will change

the setting to Never.

Sleep: set Sleep after and Hibernate after

both to 0 minutes.

Display: set Turn off display after to 0 minutes and Off.

Save changes to exit.

Personalization.

Screen Saver link.

for the current power

≠dit Plan Settings tab, set

Turn off the

Adaptive display to

Apply and then OK.

Page 22

Pre-Configuration Steps: Get a Copy of Your Phone Book

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. The easiest way to get the dialing rules for your area is to get a copy of the phone book issued by your telephone service provider and have it ready when you complete the configuration steps on page 30. Your phone company may be able to provide a copy of your phone book if yours has been misplaced.

We have also found the following website helpful in determining local dialing rules, although no guarantees are made regarding the accuracy of the information:

www.localcallingguide.com.

Page 23

Pre-Configuration Steps: Hardware Functionality

PhoneTree Hardware Functionality (While In Use):

G2PT

Your PhoneTree unit has been designed to stand upright or, if you have more than one unit, stacked on its side to save room.

While in operation, your PhoneTree will use the built in L≠Ds to display the activity. Below is a description for each L≠D and how it functions:

Line 1

Line 2

Power

Stacked PhoneTree Position

(ideal for multiple units)

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.

ON (Power): This green light illuminates while your PhoneTree has power, regardless of whether

it is making calls or not.

Standing PhoneTree Position

(ideal for a single unit)

Interference

If your PhoneTree experiences radio interference while making calls, install a ferrite clip on the phone cable close to the PhoneTree’s phone jack.

Page 24

Pre-Configuration Steps: Hardware Functionality, continued

USB

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. For more information about listening to calls and choosing which line to hear, please see page 84.

Speaker

Power

erence

Interf

If your PhoneTree experiences radio interference while making calls, install a ferrite clip on the phone cable(s) close to the PhoneTree’s phone jack (see page 23).

Page 25

One-Time

Configurations

Page 26

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. Before you start configuring your PhoneTree, please read the brief description for each tab to help you understand its specific function:

The PhoneTree Desktop stores your call list(s) of names and numbers, as well as your recorded message(s), unique call job settings and other important features.

Tools Desktop contains useful utilities that relate to your past and

The present call jobs such as Call Logs. For more information on the Tools Desktop, please see the help files within the software.

Tasks Desktop stores any built tasks (macros), manual or

The automatic, created for your call list(s). For more information on Tasks, turn to page 93.

The InfoLine Desktop allows you to create up to 999 call-in InfoLines (for access to assignments, announcements, schedules, directions, etc.).

This feature is only available with the 2500 and 3500 models.

instructions on how to set up and use InfoLines, please see the help files wit

The

Admin Desktop contains several features that globally control

how PhoneTree makes calls in your area, as well as other settings. The Admin Desktop will be discussed on the following pages.

The

Call Center Desktop launches the Call Center from which all

actual phone c

he Call Center, turn to page 83.

he software.

hin t

alls ar

ed and received. For more information on

e plac

Fo r

Page 27

One-Time Configurations: The Admin Desktop

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

Desktop

control how PhoneTree makes calls in your area and from your location. On the following pages, you will learn how to configure the icons needed for your basic PhoneTree setup.

Note: Some features for each icon will not be discussed in this user guide, but have a complete description contained within the help files. To access detailed help for any part of the software, click

. The Admin Desktop contains several icons (varies with model), some of which globally

Help from any screen.

Admin

Page 28

One-Time Configurations: Configure Phone Lines

Step One: Configure Phone Lines

First, click on the Configure Phone Lines icon.

On this screen, you will tell PhoneTree how it needs to access the analog phone line(s) you are using. Some phone lines, usually with business phone systems, may require a

must be dialed phone number)

phone line that is not part of a phone system), then you should not have to add a prefix or suffix to complete a call.

If you are unsure of how your phone line(s) are set up, connect the phone line(s) you intend to use with PhoneTree, one-by-one, to a standard, non-digital telephone and try making a phone call. You will know if you need a prefix/suffix if you cannot complete the call by just dialing a phone number on its own.

numbers to use, please contact your phone system company.

before the phone number) and/or a Suffix (digit(s) that must be dialed after the

to access an available outside line. If you have a direct analog phone line (i.e. a

If you do require a prefix/suffix to access an outside line and are unaware what

Prefix (digit(s) that

To enter a Prefix, type the number in both Prefix boxes followed by a “T” (wait for dial tone).

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

o do this, choose the next ascending number in the

line. T for Line 1, “2” is for Line 2, etc.) and repeat the process for each line that shows a the word “Detected.”

When you are finished, click

For features not discussed for this icon or for more information, please click Help.

OK.

Select Line c

olumn (for example, “1” is

green dot beside

Page 29

One-Time Configurations: Configure Global Settings

Step Two: Configure Global Settings

Next, click on the Configure Global Settings icon.

Click on the

organization

any call reports generated in 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

box (default 1:00 AM). Note: The Call Center must be running during this time. It is

recommended the time set here be after your calls typically end for the day.

Next, click on t

Uncheck Use the sound c

headset.

When finished, click OK.

For features not discussed for this icon or for more information, please click Help.

Misc tab and enter your company’s name in the box labeled “Name of your

” (the name you type here will appear on the top border of the Desktop View as well as

≠nable daily file maintenance to run

ophone

icr

d in m

tab.

y PC...

and t

hen set t

he micr

ophone style to

icr

ophone in

Page 30

One-Time Configurations: Configure Dialing Translator

Step Three: Configure Dialing Translator

Click on the Configure Dialing Translator icon.

In this section, you will learn how to program the rules set by your phone company for dialing local phone numbers in your area. You will need your phone book or local dialing information (refer to page 22) for this step.

First, look in your phone book and find the local calling section for your city/town. Here, you should find a section labeled “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

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.

To add a local area code, click the Add button under Area codes in my list. On the following screen, enter the area code and then press

[≠nter] on your keyboard.

only dialed long distance from your city/town.

Under each area code, via the area code drop down box, you will see three columns; (Long Distance), 10 digit (Metro) and 7 digit (Local). These columns are used for telling PhoneTree which exchanges for each area code that are local and/or long distance. Since the local dialing information you obtain from your phone company will list what is local, the concept here will be to place the list of exchanges under the 11 digit column and extract the local exchanges from it. If you entered multiple area codes, you will need to repeat this for each area code.

Remember, the concept here is to, one-by-one, move the exchange(s) that require a different dialing method to their appropriate column. For example, with the button placed on 11 digit, let’s

y exchange number 231 was a local exchange. It

sa would have to be moved from the long distance column to the local column.

11 digit

(336) 722- 5008

Area code Exchange Number

ve it to, type in the

olumn y

he c

butt

on beneat

To move an exchange, click t exchange and press keyboard. Repeat this process for each area code that requires exchanges to be moved.

When finished, click

For features not discussed for this icon or for more information, please click Help.

[≠nter] on your keyboard; repeat as needed. When finished, press [≠sc] on your

OK.

h t

ou wish t

o mo

Page 31

One-Time Configurations: Import Menu Manager

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.

The translators are separated into two different sections:

The left-side box shows the currently installed and ready to use translators which are for the most commonly used file formats.

The right-side box shows the complete list of available translators including the few already installed in the left box.

you will need to install the correct translator.

To install a translator, click on your translator of choice in the right-side box and then click the Install button. This will move a copy of the translator you chose to the left-side box. After the translator moves, it is automatically named as “ section. Rename the translator to the same name that it was in the right-sided box, without the “.exe” as shown in the example above.

When finished, click

For features not discussed for this icon or for more information, please click Help.

If you are using a supported membership management or database software package,

New!” in the Display as box under the Details

OK.

Page 32

One-Time Configurations: 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 The settings on this screen must correspond to a valid e-mail account, and you can get most of these values from the ≠-Mail Accounts area of your e-mail program, such as Outlook or Outlook ≠xpress.

(2500 and 3500 only, including S≠) to e-mail addresses in your call lists.

≠nter the following information:

User Information:

Your Name

e-mails from the PhoneTree system.

≠-mail Address - The e-mail address should be a valid e-mail address which corresponds to all the other settings on this screen.

Logon Information:

User Name - This should be the exact user name you use to access this e-mail account.

Password -

Server Information:

Hostname

After you have completed each field, click should receive a “Test Succeeded” message, followed by a “Message Sent” dialog. Check your email to make sure you received the sample message. If you receive a “Connection Failed” message, it means that one or mor on how to troubleshoot this issue. When finished, click

- ≠nter your name here as you would like it to be seen by the people receiving

This should be the exact password you use to access this e-mail account.

our main e-mail program.

ed in y

OK.

. If everyt

hing is correct, you

- This should be exact

our settings ar

e of y

ve it ent

ou ha

ly as y

est ≠-Mail Settings

e incorrect. Please access the help files for information

Page 33

One-Time Configurations: Additional Icons

Additional Icons

These icons refer to additional features you can use to further customize your PhoneTree. Below are brief descriptions for each of these icons and what they do. to use and set up each of the icons, please reference the help files accessible via the located on any screen.

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.

Answering Machine allows you to set up your PhoneTree to act as an answering machine while it is not making any outbound calls.

Note: For a detailed explanation on how

Help button

AutoTask Manager is part of setting up a Task. See page 93 for more information on Tasks.

Remote Operation lets you call in to PhoneTree and access most major functions including

recording your message, selecting whom to call, changing the calling times, and more (see page 107).

Administr

ator P

assw

ords

allo

ws y

ou t

ord-protect the Admin Tab.

o passw

Page 34

One-Time Configurations: Additional Icons, continued

Record Greeting (Hello) allows you to create your own greetings or preview the pre-recorded greetings shipped with the PhoneTree software.

Blocked Numbers stores any phone number hand-entered into this database or selected from the List ≠ditor screen (see page 172).

Configure OnDemand Service allows you to set up an OnDemand account for times that you may need to contact everyone on your call list quickly, for an emergency or other time-sensitive reason (see page 113).

time limits of 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.

Call sessions made with OnDemand carry a per-call charge and have message

PhoneTree 2500 and up:

PhoneTree Administrator allows you to manage all of the PhoneTrees under the PhoneTree tab.

Here, you can rename, password-protect, lock and even change the number of PhoneTrees (up to

256) available.

Configure Language Codes allows you to program up to 99 different languages in your PhoneTree for multi-lingual capability. You can use this feature with importing a file or by manually building your call list in PhoneTree.

This feature does not work for e-mail messaging.

Page 35

One-Time Configurations: Additional Icons, continued

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).

System Console is an advanced feature that allows control over call options and other settings for all the PhoneTrees in an expanded view.

information on how to successfully use System Console, please click the

This feature should be used with caution! For more

Help button.

Page 36

Notes

Page 37

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 have completed this section, turn to the appropriate page number that covers the model of PhoneTree you have purchased (see page 40) to access additional configurations. There you will find even more configurations that will help you to customize your PhoneTree to meet your specific needs.

Note: The following screens may vary depending on your PhoneTree model.

Click the PhoneTree 1 icon.

≠asyCall, one of two ways to launch calls. After you

From the Desktop

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

Click Add.

OK.

ou are now pr

with the screen. From the top toolbar, click

Add.

esent

List ≠ditor

Page 39

After the Add Person

window appears, enter your name and corresponding phone number for this test call job. Repeat for any additional entries you wish to make. Click finished.

OK when

Your First Call Job, continued

You will now see your name and phone number added to the

list. 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. Answered By Person, Answered by Machine, Busy, etc.).

statuses, see page 85.

For a complete list of call

Page 40

Your First Call Job, continued

Click on the ≠asyCall icon from the top toolbar.

Click Record to record your message.

Click Play to listen to your message.

To record your message, click Record and speak into the headset microphone after you hear the beep. When you are finished, click

To review what was recorded, click

Once you are ready to launch your call list, click

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.

If you would like to generate a report showing your call results once your call job is finished or configure PhoneTree to automatically do this for you, turn to page 87.

Congratulations, you have completed your first call job!

Stop.

Play.

Call.

Click Call to start your calls.

As stated before, ≠asyCall is one of two methods for launching your call job. The other option is using the Call Wizard – offering a walk-through interface, the option of saving your message(s) and other call options such as e-mail messaging (2500 model and up). To take advantage of the Call Wizard and additional configurations for any PhoneTree model, please refer to the model number listings below and turn to its appropriate section.

use ≠asyCall to make your calls, please click options such as Night and Machine messages.

PhoneTree 2100 - P

PhoneTree 2500 - P

PhoneTree 3500 - Page 63

age 41

age 51

Help for information on enabling additional call

If you prefer to

Page 41

2100

Page 42

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. If you prefer to use ≠asyCall to make your calls once you have configured your call times and other options, please see page 40.

Note: Since this section only covers the basic call setup, some options and features are not discussed thoroughly. For more information regarding any option or feature, please click a button which will display information on that feature.

In order for PhoneTree to make or receive phone calls, the Call Center must be running during your preset call times (see page 84).

Let’s Begin!

Help

Page 43

Setting Up a Call Job:

Click the PhoneTree 1 icon.

Click OK for the box that appears.

Then, enter a name for this

particular call list and click

OK.

2100: Setting Up a Call Job

From the Desktop

View, click on the

PhoneTree tab, then, click on

PhoneTree 1.

Click Import, then choose CSV.

Now it is time to

import the file that contains your name and numbers (or add them one-by-one as described on page 38). For this example, we will use a CSV file.

our file requires a

y differ other than CSV, please choose that instead.)

Click Import at the top of the screen and then choose

ent tr

CSV.

anslat

(If

Page 44

2100: Setting Up a Call Job, continued

Click Overwrite existing file...

Browse to the file

to import. Click

Open.

Locate your file, then click Open.

A window will appear asking you what

you would like to do, click

existing file

click

. When the next window appears,

Configure before the timer runs out.

Click the drop-down boxes to set the data for each field.

Overwrite

...then click Configure.

V translator

The

appears. Using the

op down box

Name

, First Name and

Phone, make the choices

appropriate to the data in your file. Then, click

es f

Last

OK.

Page 45

Click on the Options icon from the top toolbar.

2100: Setting Up a Call Job, continued

After your data

imports, you should see your call list appear as shown here. Make sure that the data looks correct.

If you need to add another entry to the list after the file has been imported, click

Add button from the

the top toolbar. To remove an entry, click on the name and then click

Remove.

Click on the Don’t call before/after times to set when PhoneTree starts and stops calling.

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.

e calls on.

o mak

ant t

and Don

all after

t c

’

Sun. A bo

Don

ou do not w

all before

t c

’

Uncheck any day(s) y

o change t

eek, click on each of the time fields under

w arrows to adjust the hours and minutes. If you would like to set different times for each day, select the day to set the times.

Allow different times for each day box, then individually click on each

Uncheck any day you don’t want to make calls on.

or all of t

times f

x will then appear. Use the four

he da

ys of the

Page 46

2100: Setting Up a Call Job, continued

Next, click on the Call Settings tab.

Leave the

The if star is pressed by announcing it during your message. Uncheck if this is not desired.

Set

Call connection options to their default settings.

Allow star (*) key to repeat message option allows the message to be repeated

≠nable detection of early hang-ups.... to 10 seconds.

Set to 10.

Set to Name and phone #.

Click on the Adv Options tab.

Set the

Don’t call duplicates with same to Name and phone #.

Then, click

OK.

Page 47

2100: Setting Up a Call Job, continued

Click on the Wizard icon from the top toolbar.

Call Wizard will take you step-by-step through the various call options and how to record

The your message(s) for your outbound calls. Unlike ≠asyCall, the Call Wizard allows you to save any messages that you record for later use.

Upon opening the Call Wizard, click Next.

Choose which message option(s) you would like to add in addition to your outgoing

message (

or det

ailed inf

ormation on each of these options, click

Help), t

hen, click

Next.

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 Then, from the top toolbar, click ≠nter a title for the message and then click

New. A box will appear requesting a title for the message.

Standard message box.

OK. Repeat for each additional message option.

Next, one-by-one, you will need to record each message option. Click Record from the top

toolbar and speak into the headset microphone after you hear the beep. Click finished. T finished, click

eview what was recorded, click

o r

Next.

Play. Repeat f

or each message option. When

Stop when

Page 49

2100: Setting Up a Call Job, continued

In the Notify drop down box, either choose the ≠ntire List view (all members will be

notified), or any custom view you have set up or the call list will be called). Then, click

OK to launch your call job.

Tagged (only the members checked on

Once you press OK, the Confirm Start Job window will appear showing how many people you are about to call and asking if you wish to continue. If you are ready to start your calls,

Yes. If you click No, you will exit the Call Wizard completely.

click

After you click on what the 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 configur

Yes, this will launch the Call Center. Turn to page 83 for more information

e PhoneTree to automatically do this for you, turn to page 87.

Page 50

Notes

Page 51

2500

Page 52

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-bystep, 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. If you prefer to use ≠asyCall to make your calls once you have configured your call times and other options, please see page 40 (

the Call Wizard

2500 S≠ users: If you have the 2500 S≠, you will use the same instructions supplied here to record your message(s) and make your calls. Please make sure you have already set up your OnDemand account before proceeding (see page 113).

Note: Some options and features are not discussed thoroughly. For more information regarding any option or feature, please click a

The next page lists the additional Admin icons included with the 2500 and 3500 models. Please review the information provided for these icons before you begin setting up your calls.

In order for PhoneTree to make or receive phone calls, the Call Center must be running during your preset call times (see page 84).

≠asyCall does not contain all of the call features that are available with

Help button which will display information on that feature.

Let’s Begin!

Page 53

2500: Additional Admin Desktop Features (2500 and up)

Additional Admin Desktop Features (2500 and up):

PhoneTree Administrator

The PhoneTree Administrator tool allows you to manage all of the PhoneTrees under the PhoneTree tab. Here, you can rename, password-protect, lock or change the number of PhoneTrees available.

For more information regarding this icon, please click Help.

Configure Language Codes

Your PhoneTree has the ability to deliver vocal messages in different languages to members in your call list

(this feature does not work for e-mail messaging). You can use this feature with importing a

file or by manually building your call list in 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 the

Language column, enter the name of the language as shown in the example above.

Note: If you plan on importing a file and ha

sure that the codes entered here match what appears on the file. If you are building your list by adding members t from what you have added here. If there is no language assigned to a member, then the default language, #0, will be used for them.

For features not discussed for this icon or for more information, please click Help.

o t

he call list manually, you can set the language for each member by choosing

ve a field on t

Lang code column. Then, under

hat contains the language code, be

he file t

Page 54

2500: Setting Up a Call Job

Setting Up a Call Job:

From the Desktop

View, click the

PhoneTree tab, then, click PhoneTree 1. The other

PhoneTree icons can be used for additional call lists (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.

Now it is time to

import the file that contains the names and numbers (or add them one-by-one as described on page 38). For this example, w CSV file.

equir

r translator other than CSV, please choose that instead.)

the top of the screen and then choose

e will use a

(If your file

ent

es a diff

Click Import at

CSV.

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

existing file

click

. When the next window appears,

Configure before the timer runs out.

Overwrite

The CSV translator

appears. Using t

drop down boxes for

Name Phone, mak

appropriate to the data in your file. Then, click

, F

st Name

e t

Last

and

he choic

OK.

Page 56

2500: Setting Up a Call Job, continued

Click on the Options icon from the top toolbar.

After your data finishes

importing, you should see your call list appear as shown here. Make sure all intended fields were imported.

Some fields are not available in the ≠ntire List view. To create a custom view to include or change which columns you see here, see page 103.

If you need to add another entry to the list after the file has been imported, click the Add button from the top toolbar. To remove an entry, click on the name and then

Remove.

click

The first t

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.

To change the week, click on each of the time fields under arrows to adjust the hours and minutes. If you would like to set different times for each day, select the on each day to set the times.

ab of

Call Options, T

Don’t call before and Don’t call after times for all of the days of the

Allow different times for each day box, then individually click

ime/Da

, allo

ou to tell PhoneTree which days of

ws y

Sun. A box will then appear. Use the four

Page 57

2500: Setting Up a Call Job, continued

Next, click on the Call Settings tab.

Leave all of the

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. Uncheck if this is not desired.

≠nable detection of early hang-ups.... to 10 seconds.

Set

Call connection options to their default settings.

Click on the Adv Options tab.

Set t

Then, click

Don

all duplic

t c

’

OK.

ates

with same

toName and phone#.

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. You can set up e-mail messages, multi-lingual messages and even use touch tone responses with your message for surveys or to have someone respond to certain parts of your message.

This section covers three types of messages you can configure in the Call Wizard: Standard, MultiLingual and ≠-mail. The instructions for each type of message have been separated for each screen and allow you to set up one type of message or all three at once if you choose. Lingual message requires the Standard message to be configured at the same time in order for it to properly work; Standard and ≠-mail alone do not.

At any point during the setup of the Call Wizard you do not understand a specific function or want more information, click the

Help button.

Note: The Multi-

To set up a Standard Message

Upon opening the Call Wizard, click Next.

To set up a Multi-Lingual Message

Upon opening t

messages

hen, click

, t

he Call Wizard, click on

Next.

k if you wish to create multi-lingual

Chec

To set up an ≠-mail Message

Upon opening the Call Wizard, click on Check if you wish to send an e-mail message, then, click

Next.

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.

ulti-Lingual Message continued...

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 from the top toolbar, click a title for the message and then click

New. A box will appear requesting a title for the message. ≠nter

OK. Repeat for each additional message option.

Standard message box. Then,

Standard Message continued...

Next, one-by-one, you will need to record each message option. Click Record from the top toolbar and speak int when finished. T When finished, click

o review what was recorded, click

he headset micr

o t

Next.

ophone after you hear the beep. Click

Play. Repeat f

or each message option.

Multi-Lingual Message continued...

First, change the language from ≠nglish to a different language via the drop-down box in the top right corner. Then, record each message option for that language. Repeat for each language. When finished, click

Next.

Stop

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)

Multi-Lingual Message continued...

If your multi-lingual messages use the touch tone reply feature too, you will need to record those as well. First, change the Languages drop-down box from ≠nglish to a different language, then proceed with recording the touch tone replies as with the ≠nglish message. When finished, click

. When finished, click Next.

Next.

≠-mail Message continued...

er a subject and message f

≠nt the

Browse button to locate and include it with the e-mail. When finished, click Next.

or your e-mail here. If you wish to send an attachment, click

Page 62

2500: Setting Up a Call Job, continued

All Messages

In the Notify drop down box, either choose the ≠ntire List view (all members will be notified), or any custom view you have set up or

the call list will be called). Then, click

OK to launch your call job.

Tagged (only the members checked on

Once you press OK, the Confirm Start Job window will appear showing how many people you are about to call and asking if you wish to continue. If you are ready to start your calls, click

After you click

Packager

For information on what the Call Center is and how it functions, see page 83.

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 c

Yes. If you click No, you will exit the Call Wizard completely.

Ye s , this will launch the Call Center for the 2500 or the OnDemand

for the 2500 S≠.

onfigure PhoneTree to automatically do this for you, turn to page 87.

Page 63

3500

Page 64

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-bystep, how to import your call list via a file, configure flex fields, 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.

If you do not need these advanced options and prefer to use ≠asyCall to make your calls once you have configured your call times and other options, please see page 40 (

of the call features that are available with the Call Wizard

3500 S≠ users: If you have the 3500 S≠, you will use the same instructions supplied here to record your message(s) and make your calls. Please make sure you have already set up your OnDemand account before proceeding (see page 113).

Note: Some options and features are not discussed thoroughly. For more information regarding any option or feature, please click a

The next page lists the additional Admin icons included with the 3500 model only. Please review the information provided for these icons before you begin setting up your calls.

In order for PhoneTree to make or receive phone calls, the Call Center must be running during your preset call times (see page 84).

Help button which will display information on that feature.

≠asyCall does not contain all

Let’s Begin!

Page 65

3500: Additional Admin Desktop Features for 3500 (and SE) only

Additional Admin Desktop Features for 3500 (and S≠) only:

Configure Flex Fields

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. The field would change based on the location the person was assigned to either by a manual list build or by reading a file.

It is recommended that you first set up any Flex Fields you plan to use as part of your message

If you plan on using the Alternate Phone Numbers feature (page 71), which will allow you to try two additional phone numbers per member (up to three phone numbers), you will need to set up a flex field for each of those.

before you begin the instructions on the next page.

Configure Text-to-Speech

The Text-to-Speech software included with your PhoneTree system allows you to have any part of your message spoken by the Text-to-Speech software instead of your voice. Later in the Call Wizard, you will be shown how to enable this option for your messages.

Text-to-Speech, please click the

Help button.

For more information on how to use

System Console

ed feature that allows control over call options and other settings for all the

This is an adv PhoneT

Customer Support for supervision or click the

anc

ees in an expanded view

eature should is f

This f

or adv

Help button.

anced user

s only! Please call

Page 66

3500: Configuring a Flex Field

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. If you are not planning on using flex fields with your message, proceed to page 68.

a) From the

Under the These flex fields are preconfigured to allow the time and/or date from your file to be announced in your message if you choose to include them. Skip to the third flex field,

b) Right click on the

green check mark.

Admin Desktop, click on Configure Flex Fields.

Select a Flex Field column, the first two flex fields listed are Flex Date and Flex Time.

[Not used].

he flex field and t

[Not used] and t

hen choose

≠dit. ≠nt

er a name f

or t

hen click

Page 67

3500: Configuring a Flex Field, continued

c) Once you have created a name for the flex field, you will need to add the items for it. Using our example, Office Location, we have four locations that will be added: South, North, ≠ast and West Offices. ≠ach of these locations will be given a name and a value that lets us know how to identify it on the file that will be imported. For instance, the above example shows

item description

represent how the location appears on the call list and the looking for from the file we import. Later in this chapter, we will discuss how to set a flex field to look for the intended data from the file.

To add an item to a flex field, click

description

box and “SO” for the Maps to this value... box. The Flex item description will

Maps to this value... is the data we are

Add from the top toolbar and then enter the Flex item

and Maps to value... Repeat for each item.

South Office in the Flex

In this example, we see how each item appears after being added.

set up Flex Fields, click the

he next page w

Continue t

o t

Help button located within.

ou are ready to set up your PhoneTree to make calls.

hen y

For more information on how to

Page 68

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 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.

Now it is time to

import the file that contains your name and numbers (or add them one-by-one as described on page 38).

(If your file requires a different translator other than CS choose that instead.)

Click Import at the top

he scr

of t choose

een and t

CSV.

V, please

hen

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

existing file

click

. When the next window appears,

Configure before the timer runs out.

Overwrite

The CSV translator

appears. Using t

drop down boxes for

Name

, First Name and

Phone, make the choices

appropriate to the data in your file. Also, if your file

ains e-mail addresses,

ont

c multi-lingual codes or any data that will act as a Flex

ield, set t

ell. When finished, click

w OK.

hose fields as

Last

Page 70

3500: Setting Up a Call Job, continued

Click on the Options icon from the top toolbar.

After your data imports,

you should see your call list appear as shown here. Make sure that the data looks correct.

available in the ≠ntire List view. To create a custom view to include or change which columns you see here, see page 103.

If you need to add another entry to the list after the file has been imported, click the Add button from the top toolbar. To remove an entry, click on the name and then click

Some fields are not

Remove.

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.

e calls on.

o mak

Uncheck an

To change t week, click on each of the time fields under arrows to adjust the hours and minutes. If you would like to set different times for each day, select the day to set the times.

y da

all before

t c

’

Don

Allow different times for each day box, then individually click on each

ou do not w

y(s) y

ant t

and Don

all after

t c

’

Sun. A box will then appear. Use the four

times f

or all of t

he da

ys of the

Page 71

3500: Setting Up a Call Job, continued

Next, click on the Call Settings tab.

Leave all of the

Allow star (*) key to repeat message option allows the message to be repeated if

The star is pressed by announcing it during your message. Uncheck if this is not desired.

Set

≠nable detection of early hang-ups.... to 10 seconds.

Use alternate phone numbers if you have more than one phone number for

≠nable each member.

please click

Call connection options to their default settings.

For more information or how to set up the alternate phone number feature,

Help.

he Ad

Don

Click on t

Set t

Then, click

v Options

t call duplicates with same

’

OK.

ab.

toName and phone#.

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. You can set up an e-mail message, multi-lingual message and even request a touchtone response to your message.

This section covers three types of messages you can configure in the Wizard all at once; Standard, Multi-Lingual and ≠-mail. The instructions for each type of message have been separated for each screen. You can set up one type of message or all three at once using these instructions. Multi-Lingual does require the Standard message to be configured; Standard and ≠-mail alone do not.

At any point during the Wizard you do not understand a specific function or want more information, click the

Help button.

To set up a Standard Message

Upon opening the Call Wizard, click Next.

To set up a Multi-Lingual Message

Upon opening the Call Wizard, click on Check if you wish to create multi-lingual messages

, then, click Next.

To set up an ≠-mail Message

Upon opening the Call Wizard, click on Check if you wish to send an e-mail message, then, click

Next.

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 (

Multi-Lingual 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.

ailed information on each of these options, click

or det

Help), t

hen, 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 from the top toolbar, click 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.

Individually constructed message (.vft) - Choose this type if you do want to use Flex Fields in your message.

Next, type in the title you wish the message to be called and then click any additional message options.

New. A box will appear requesting what type of message you

Standard message box. Then,

OK. Repeat for

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 headset/microphone after you hear the beep. Click was recorded, click

and proceed to page 80.

If you chose Individually constructed message (.vft) as your message type:

Click the through setting up a message in the Constructed Message ≠ditor.

≠dit button from the top toolbar. The next proceeding pages will walk you

Play. Repeat for each message option. When finished, click Next

Record from the top toolbar and speak into the

Stop when finished. To review what

Multi-Lingual Message continued...

First, change the language from ≠nglish to a different language via the drop-down box in the top right corner. Then, depending on what type of message you chose for each message option, use the instructions listed above for the Standard Message and proceed accordingly.

Page 76

3500: Creating a Constructed Message

Creating a Constructed Message (Individually Constructed Message (.vft))

Note: If you chose Individually Constructed Message for your message option(s), please

proceed with these instructions.

If you chose Single Part (linear), please see the preceding page.

Upon clicking ≠dit from the previous screen, you are presented with the Constructed Message ≠ditor

. Here, you will assemble your messages in pieces rather than one single recording. This allows you to insert 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

To help you understand how a constructed message really works, a sample message will be used.

For this example, the message that will be scripted will read as follows when pieced together: “This message is to remind

office

make sure you can attend, we will start promptly at 6pm. Thank you.”

In the above sentence, “the north office” is our flex field and will change based on the location that each member on the call list is assigned to. The rest of the sentence, once scripted, will always stay the same. Remember t this example just sho

The first snippet should represent what needs to be said up until the flex field part of the message. For this example, the first snippet will be “This message is to remind.” The same principle applies for your message. Start your message off with a snippet that stops where you want to insert a flex field.

To record the snippet, click When

Add and choose New Snippet and then double click on Unrecorded Snippet.

the north

about our meeting on June 3rd. Please

hat you can have more than just one flex field in your message,

ws one.

Recordf

finished, click OK.

rom the top toolbar. To review what was recorded, click

Play.

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. Click Add and choose New Snippet again, then double click on it to insert text. You will need to

ecord the message after you have entered the text and click

r above screen shot, we have done the same with our example message.

our flex fields. F

It is now time t Location flex field. Click

o edit y

Flex F

or our example, we will show you how we edit our Office

ield Recordings...

hen finished. You can see in the

OK w

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.

Once you have selected which flex field entry you want to edit, click on the appears. Type in the text that the flex field should insert in the message, then click example message, we say “in our North office” for the North Office entry, because this is the section of the message that the flex field is inserted. The other flex field entries would be scripted the same way so when a different member on the call list has a location other than the North office, the flex field within the message changes seamlessly.

Scripts box. An edit box

OK. For our

Once all entries have been scripted, you can record them. First, click on the entry that you want to record and then click

If you are also setting up a multi-lingual message, check t repeat the scripting and recording process for each language.

When finished, click

Record from the top toolbar. Press Play to review what was recorded.

w multiple-languagesbox and

Sho

OK.

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. If you would like to switch to Text-to-Speech, click Help for more information on how to use this feature.

Click

OK to exit the Constructed Message ≠ditor.

TTS Settings... and then click

Note: If you have selected other message options to be Individually Constructed Messages as well,

you can use these same instructions to create those messages.

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

detailed inf toolbar)

Multi-Lingual Message continued...

If your multi-lingual messages use the touch tone reply feature, you will need to record those as well. First, change the then proceed with recording the touch tone replies as with the ≠nglish message. When finished, click

ormation on how to set up a touch tone reply, click the

. When finished, click Next.

Languages drop-down box from ≠nglish to a different language,

Next.

Help button f

(for

rom the top

≠-mail Message continued...

≠nter a subject and message for your e-mail here. If you wish to send an attachment, click the

Browse button to locate and include it with the e-mail. When finished, click Next.

Note: If you chose a constructed message for your email message, please click Help for

instructions on how to use that feature.

Page 81

3500: Setting Up a Call Job, continued

All Messages

In the Notify drop down box, either choose the ≠ntire List view (all members will be notified), or any custom view you have set up or the call list will be called). Then, click

OK to launch your call job.

Tagged (only the members checked on

Once you press OK, the Confirm Start Job window will appear showing how many people you are about to call and asking if you wish to continue. If you are ready to start your calls, click

After you click

Packager

For information on what the Call Center is and how it functions, see page 83.

ormation on how to initiate the OnDemand Packager, see pages 123-124.

or inf

ou w

If y finished or configure PhoneTree to automatically do this for you, turn to page 87.

Yes. If you click No, you will exit the Call Wizard completely.

Ye s , this will launch the Call Center for the 3500 or the OnDemand

for the 3500 S≠.

o generate a report showing your call results once your calls are

e t

ould lik

Page 82

Notes

Page 83

Call Center

Page 84

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.

In order for the Call Center to make or receive phone calls, it must be running during your preset call times.

don’t close the software!

While the Call Center is operating, you will need to know the functionality of some of its features:

This means that you can minimize the Call Center while it is making calls – just

C D

The Call Center provides a dynamic call status:

A. Call Status Boxes: ≠ach box shows the status of an installed phone line (four at a time). The

contents of each box change as calls progress. Click the Speaker icon in the top right of any box to monitor calls for that line.

B. Volume Control Slider: Use to adjust the volume of the speaker while calls are being made. Click the Mute button if you do not want to hear calls in progress at all.

C. Pause Button: Use to stop calling. In-progress calls are finished before returning to the Main Menu. You can return here to finish the call job later by clicking the Resume Calls button.

D. Stop Calls Button: Use to stop calling immediately. In-progress calls are interrupted and you will be taken back to the Main Menu. You can return here to finish the call job later by clicking the Resume Calls button.

≠. Job Status Window: P on the More Info Arrows to see additional summary information.

rovides summary information about the calling session in progress. Click

Page 85

Call Center: Call Statuses

Call Statuses:

≠very member on a your call list receives a call status. Below is a listing of every call status and its definition. You can view the call status either by opening the call list under the PhoneTree desktop or by reviewing your report (see page 87).

Completed Call Statuses (message delivered)

Ans by Person Message was delivered to a person

Ans by Machine Message was delivered to a person’s answering machine

Ans by +Machine Message was delivered to a person’s answering machine after a definite

Ans by Pager Message was delivered to a person’s paging device

Call Transferred Person transferred by pressing “0”

Uncompleted Call Statuses (PhoneTree will re-attempt to deliver message)

Busy Phone was busy on last call to person

Not Called Yet Person has not been called yet

Learned Machine Person’s answering machine is “unique” and was learned

No Answer Person did not answer last call

9 Not Confirmed Did not confirm delivery when asked to dial “9”

beep was detected by PhoneTree

Final Call Statuses (PhoneTree will not re-attempt to deliver message)

Hung Up ≠arly Call was answered but responder hung up before message finished

Busy After Voice Telephone company busy or off-hook service message

Max No Answers Line was busy or not answered for max attempts (up to 15) set by user

Not Accepted Did not confirm delivery (by pressing “9”) after 3 call attempts

[2100: see 8b on page 46, 2500: see 8b on page 57, 3500: see 8b on page 71]

Not Selected Call Statuses

Not Selected Person is not selected for calling

Removed as Dup Person was removed from the call list by checking one of the options

Blocked Number Person is on the master Blocked Number list (see page 172)

on the Advanced tab of the Call Options dialog [2100: see 8c on page 46, 2500: see 8c on page 57, 3500: see 8c on page 71]

≠rror Call Statuses (please check the phone number)

Call Failed! ≠rror detected during call (check for disconnected/changed number)

OGM Too Long Call was answered by a machine, but its OGM (outgoing message) was

Telco Message Call was answered with a telephone company (Tri-Tone) S.I.T. tone

No Connect

Fax or Modem Call was answered by a FAX machine or modem

too long

(disconnect/change)

No signal det

ected after dialing (phone number is probably not valid)

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:

0 Indicates call was transferred to a voice mailbox or other extension on your

1 thru 9 Meaning will vary depending on message. you may request that the person

phone system. See the Transfer tab of the Call Options dialog.

respond to a question with any touch-tone digit (ie, press “5” if you can come to this Thursday’s meeting, press “3” if you need transportation, etc...)

Page 87

Reports

Page 88

Reports: Manual Reports

Reports

After your call job has completed, you have the option of creating a report showing the results of those calls. PhoneTree offers an array of reports that show various data regarding your calls. Also, you have the option of either creating the reports manually or configuring PhoneTree to automatically do it for you. There are four choices for creating a report: only) and

Manual Reports:

a) Go to the PhoneTree desktop and click on the PhoneTree icon you wish to generate a report for.

fax (AutoReport only).

print-out, file export, e-mail (AutoReport

b) Click icon from the toolbar).

c) The Here, you can use the box to select which report you would like to use.

To preview the layout of each report, click Preview/≠xport.

To print a report, select the report you want and click correct printer, click

File and choose Print (or click the Print

Make Print Selections window appears.

Report format drop-down

Print. To make sure your report goes to the

Setup to select a printer.

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

The

≠xport window appears. From the Format

drop-down box, choose the file format then click OK. You will be asked where you would like to save the file. Make sure you choose a location that is easy to locate such as your Desktop.

≠xport icon (blue envelope with red arrow).

Page 90

Reports: AutoReports

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

Autoreport...

The Setup AutoReports window opens. Click Add.

Setup and choose

c) The AutoReport Setup window opens. There are four different types of AutoReports that PhoneTree can generate: print-out, file export, e-mail and fax

below)

. Also, you can set up more than one AutoReport to run at a time, so if you wanted the report printed and e-mailed, you would need to set up an AutoReport for each type. Below is a description for each field for this setup:

es available. (to preview the layout of each report,

emplat

eport t

ent r

Report format: List of dif

Manual Reports on page 88).

see

Output: List of different output options for the reports. ≠ach output option varies in setup. Click Help for more information.

Printer - Sends the call results to a printer of your choice.

File - Generates the call results into one of several file formats to a path designated by you

on your local computer or network.

(requires WinFax PRO software – see

Page 91

Reports: AutoReports, continued

≠mail - Sends the call results as an attachment from one of several file formats. Requires you to enter your e-mail server information. 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. The report will obey any sorting or filtering rules set for a custom view (see page 103).

The report can be processed automatically, at the time you specify in under the Misc tab (see page 29), by one of two ways:

Daily Report - This report will generate at the same time regardless if the call job is complete.

Final Report - This report will only generate when the call job is complete or the call times have

expired.

d) After all options have been set, click

OK. Then, click OK to exit the Setup AutoReports window.

Configure Global Settings

Page 92

Notes

Page 93

Tasks

Page 94

Tasks: Creating a Manual Task

Tasks

Tasks allow you to string together several commands for a single application and complete them all with a single click on the Tasks Desktop. In addition, you can set an AutoTask to be triggered at a certain time or by the appearance of the creation file. In this case, you wouldn’t need to click an icon on the 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.

b) From the Setup menu, choose T

ask Icons...

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 box. Next, click the ≠dit Task tab.

≠nter a name

Page 96

Tasks: Creating a Manual Task, continued

f) Click the ADD a command to script

Choose

Import, then File.

button.

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 (Ye s will delete the import file after use, No will preserve the file).

j) Choose whether the creation of this file should Overwrite the existing file, Append to the existing file, create a of your desired operation. (“

New file or Prompt (ask each time for a choice) by typing in the first letter

O”, “A”, “N” or “P”). “O” is recommended.

k) Click OK. Now your Import command shows up in the Task Content window of the Modify Task Icon screen.

l) Now click the Add command

to script

choose

button again, and

Call £ View.

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 drop-down menu and CSV (or your other translator) is selected in the drop-down menu, then click OK.

ocess for any other

o) Repeat t Task Icons you would like to create, then click

his pr

OK.

View:

Translator

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

Tasks: Automating a Task

Automating a Task:

Suppose you set up a Task and you need to click the icon every day to initiate the actions associated with that task. But what if you will be out on vacation for the rest of the week and you still need to make calls (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 how to do this:

a) From the Admin Desktop, click the AutoTask Manager icon.

only if PhoneTree is in the Call Center (like all other automated features). Here’s

b) The Configure AutoTasks dialog appears. Click the Add button.

c) A list of the configured Task icons will appear. Select the one you would like to automate from the list. Type a description directly in the will now be displayed in the upper right corner.

Automated Task Description box. The task you selected

100