A d v a n c e d T e l e p h o n e M e s s a g i n g PCS PhoneTree 2500 and 3500 series Network Client Guide Operating Instructions and Install Guide Revised 10/02
Table of Contents Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 Step One: Verify Your PC Compatibility . . . . . . . . . . . . . . . . . . . . . . . . .3 Step Two: Install the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 Step Three: Configure Your Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 Initial Setups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Installation:Verify Your PC Compatibility Congratulations on your purchase of the PhoneTree Network Client! This manual will guide you through the installation and setup of the PhoneTree Network Client on your system. If you need assistance with the installation, talk to the PhoneTree Network Administrator in your office or refer to the PhoneTree 2500/3500 User’s Manual. Step One: Verify Your PC Compatibility 1.
Installation: Install the Software Step Two: Install the Software 1. Insert the CD Insert the CD in your drive. Choose Start -> Run -> Browse... -> SETUPUSBCLIENT\Setup.exe (look for this file on the CD) -> click Open -> click OK. The installation should then begin. 2. 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 information as it is presented.
Installation: Install the Software, continued 3. Finish Installation When asked, click the Finish button. Do not start the PhoneTree program at this time. Close the Client window. 4. Check for Icon on Desktop Now you should have a PhoneTree Client icon on your desktop (shown at right). You are now ready to go on to Step Three: Configure Your Client.
Installation: Configure Your Client Step Three: Configure Your Client 1. Double-click on the PhoneTree Client icon on your desktop. You will be prompted to configure your client. The screen below will come up. You need to do three things: tell the Client where the PhoneTree Server is located on the network, create a default local path for all your local calling data, and tell the Client which translator to use when sending calling data to the PhoneTree Server. 2.
Installation: Configure Your Client, continued 3. To create a default folder where all your calling preferences and other data will be kept, click the Make Default Local Path button. A folder will be created on your hard drive in the location shown, and this is where all data that is generated by the PhoneTree Network Client software will be stored. 4. Now you need to choose a translator for your calling data.
Initial Setups: Call Options Call Options Once you are finished with configuration, you will see the Call Status screen, which is the main screen for the PhoneTree Network Client. To initiate a call session: ❶ Click on the PhoneTree button. ❶ ❷ Choose the PhoneTree you would like to access from the menu, then click the OK button. PhoneTrees protected by a password will be marked with an asterisk (*).
Initial Setups: Call Options, continued ❸ The Easy Call dialog will appear. From the Setup menu, choose Call Options. ❹ ❸ ❹ The Call Times tab will be active. Choose days to call on by clicking on the box(es) next to the day. Change the Don’t Call Before and the Don’t Call After times by clicking on them—a Set Time box will appear, allowing you to make changes. There is a checkbox called Allow Different Times for Each Day.
Initial Setups: Call Options, continued ❺ Click on the Call Options tab. a. Selecting the “Hangup Detect” option means that if the called party hangs up the phone early, PhoneTree will note this in the status report. [Recommended setting: ON] b. “Star to Repeat” gives the listener the option to repeat the message if they wish by pressing the Star(*) key on their phone.
Initial Setups: Call Options, continued f. g. h. i. j. from 1 to 1000. This mode only recognizes 9 when dialed on touchtone phones. This feature is especially good for seeking a limited number of volunteers, because PhoneTree will stop calling after the number of desired 9 replies are received. [Recommended setting: OFF] “Job Priority” enables you to specify whether your job is Low, Medium (Mid), or High priority.
Initial Setups: Call Options, continued ❻ Click on the Transfer Options tab. There are four options in the dropdown menu, Off, a) Mailbox, b) Phone System and c) 3-Way Call. Unless this is set to Off, any time your members press 0 during a PhoneTree message they will be transferred to the location you specify here. a. Mailbox: Choosing this option allows your members to leave you a voice mail message, just as if you had an answering machine hooked up to PhoneTree.
Initial Setups: Call Options, continued a. These dialing settings are included here if you need to make adjustments on a per-PhoneTree basis. For example, suppose you want this PhoneTree only to only talk to people who are at home (i.e., to never leave a message on an answering machine). You would put an “A” in the Suffix box (which tells PhoneTree to hang up when it detects an answering machine).
Initial Setups: Call Options, continued e. Create Results File (Jobxx.out) for another application: If you would like to save a call status file that another application (like your member management program) can use later, check this option. Default: OFF f. Call Logging: If you would like the calls made with this PhoneTree to be included in the system-wide call log, choose either Log Completed Calls or Log All Calls from the drop-down menu.
Daily Operation: Starting a Call Job Starting a Call Job To start calling, click the Call List button on the Easy Call screen: Click here to start calls. The light on the Server Status will turn from green (Calling) to orange (Pausing!), to yellow (Paused) and finally back to green again, when you will see your new call job appear in the list of PhoneTrees. Calls will be paused as your new job is added. You can monitor calls for the currently active PhoneTrees right here from your own computer.
Daily Operation: Checking Call Status Checking Call Status Once your call job is complete, you will probably want to check the Call Status, which will give you a complete report on the call job. Here’s how: ❶ First, you must contact your PhoneTree Administrator or visit the Host computer. Go to the Edit screen of the PhoneTree for which you want to view the Call Status, and choose Call Options from the Setup menu.
Daily Operation: Checking Call Status, continued ❸ Choose the PhoneTree for which you would like to view the Call Status and click OK. ❸ ❹ Now you are back on the Easy Call screen for that PhoneTree. Choose Update Call Results from the File menu.
Daily Operation: Checking Call Status, continued ❻ Now you should get a notification that looks like the following. Click the OK button. ❼ You will be taken back to the PhoneTree Call Status screen (the main Client screen) and you can watch as calls are temporarily paused while an up-to-date call list is generated on the Host machine.
Daily Operation: Checking Call Status, continued Call Status is in this column. If instead of the Job.txt, you get an error message like the one below: Use Windows Explorer to locate and move a copy of Wordpad to the directory shown in the dialog above (the PhoneTree Client software needs to know where Wordpad is, since it uses Wordpad to display your Call Status).
Daily Operation: Checking Call Status, continued Standard Call Statuses Not Called Yet — Person has not been called yet Ans by Person — Message was delivered to a person Phone Was Busy — Phone was busy on last call to person Did Not Answer — Person did not answer last call Ans By Machine — Message was delivered to member’s answering machine Learned Machine — Person’s answering machine is ‘unique’ and was learned (will call back) 9 Was Not Dialed — Delivery unconfirmed when asked to dial 9 (will ca
Reference: Importing Data PhoneTree can use data generated in any member management software package as well as any common office software product (Microsoft Word, Excel, etc.). If your database application can produce an ASCII (.dat or .txt), or a Comma Delimited (.txt), CSV file, then you will be able to import the data into a list that your PhoneTree can use. Different applications will have different ways of saving data into one of these formats. Look for an Export or Save As command in the file menu.
Reference: Importing Data, continued ❸ Choose the PhoneTree for which you would like to import a file and click OK. ❸ ❹ Choose the “Call the new list I have selected” radio button, then choose Select Call List from the File menu.
Reference: Importing Data, continued ❺ Choose the list you would like to use from the following dialog, then click the Open button. Note: this assumes you were able to export your file from the application that created it as a comma-delimited text file (.txt, .dat or .csv) and that you placed the exported file in the PhoneTree Client folder. ❻ You will now be given the opportunity to preview the file before sending it to PhoneTree for translation.
Reference: Importing Data, continued ❼ You will be taken back to the Easy Call screen. Record a message if you haven’t already (follow step 9 on page 14) and click the Call List button. Notice that now the name of your list shows up on the screen. Now the name of your imported file shows up here. ❽ The light on the Server Status will turn from green (Calling) to orange (Pausing!), to yellow (Paused) and finally back to green again, when you will see your new call job appear in the list of PhoneTrees.
Reference:The PhoneTree Call Status Screen ❶ The File Menu: Allows you to Configure your Client settings (page 6) or to Exit the program. ❷ The PhoneTree List: Displays a list of all PhoneTrees currently calling. Check the entries in the Status, Pri(ority), Placed and Completed columns for information about what is happening with each PhoneTree. We will talk about each of these in more detail below.
Reference:The PhoneTree Call Status Screen, continued Call Status Headers Status: Will show Calling (calls are currently in progress), Done (call job is complete) or Idle (no current call job scheduled). Priority: Either Low, Mid (the default) or Hi. Turn to page 11 for instructions on how to change the priority for a call job. Placed: Will display the number of calls placed.
Reference:The PhoneTree Call Status Screen, continued Pause At: Displays the Pause Call At time you specified on the Call Times tab of the Call Options dialog (page 9). Resume At: Displays the Resume Call At time you specified on the Call Times tab of the Call Options dialog (page 9). Night: Displays the Start Night Messages At time you specified on the Call Times tab of the Call Options dialog (page 9). Call File: Shows the file that each PhoneTree is currently using for calling.
Common Questions Common Questions As a PhoneTree user, you have 24-hour technical support available via e-mail, at support@phonetree.com, or on our website (www.phonetree.com). Following is a list of common questions and their answers: Q. I have chosen a PhoneTree, selected my calling preferences in Call Options, recorded a message and clicked the Call List button but my new call job has not been sent to the PhoneTree host. Why? A.
The PhoneTree Website Visit us at www.phonetree.com, where you have access to free software updates, many answers to frequently asked questions, and answers to your specific questions via our free online tech support, or call Tech Support directly at 866.234.2943 (toll-free).
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Contacting PCS By Phone Our technical support staff is available from 8:30 AM to 5:00 PM Eastern Time, Monday through Friday at 866.234.2943. To expedite resolution of your problem, please be near your PhoneTree and your computer, if applicable. If possible, use a different telephone line than PhoneTree. You may also fax your question or comment to 336.722.6877. By E-Mail Technical support via e-mail allows you to ask a technical question 24 hours a day, at your convenience.
Regulatory Information This equipment has been tested and found to comply with the limits for a class B digital device, pursuant to Part 15 of the FCC rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications.
