PhoneTree 2000 Frequently Asked Questions

What does "Line Card not Found" mean?

Root Cause: The PhoneTree® software failed to detect the presence of the PhoneTree® USB hardware because the Windows® Device Manager failed to load, or unloaded, the PhoneTree® USB device driver.

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

Solutions: Try the following remedies in order:

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

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

1) Right-click the My Computer icon on the Windows® desktop.
2) Click Properties, then click Hardware.
3) Click Device Manager.
4) Double-click the Universal Serial Bus Controllers branch to expand it.
5) Right-click USB Root Hub, and then click Properties.
6) Click Power Management.
7) De-select the "Allow the computer to turn off this device to save power" check box.
8) Repeat Steps 5 through 7 for each USB Root Hub.
9) Click OK, and close Device Manager.
10) Disconnect the power cable from the PhoneTree® unit, wait 20 seconds, then reconnect the power cable.
11) WAIT for Windows® to recognize your new hardware and loads the drivers. This step may take several minutes.

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

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

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

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

Cause: Improperly installed PhoneTree® USB driver software
Remedy: Uninstall PhoneTree® software using your PC's “Add/Remove Software” Control Panel (START->CONTROL PANEL->ADD/REMOVE SOFTWARE). Then reinstall PhoneTree® software from the original disk. NOTE: Any calling lists and settings will be retained and will not be affected by this procedure.

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

Cause: Windows® upgrade may be required
Remedy: It is HIGHLY RECOMMENDED that you install the latest Service Pack for your Windows® operating system (available here, from the Microsoft web site). Please note that PhoneTree® USB is compatible with Windows® 98™ SE (Second Edition), Windows® 2000™, Windows® ME™ (Millennium) and Windows® XP™, but is not compatible with the original Windows® 95, Windows® 98 (pre SE) and Windows® NT.

Cause: Some USB host controllers have documented shortcomings when handling high speed bulk data transfers and should not be used with PhoneTree® or other real-time hardware. Currently, USB host controllers identified by Device Manager as “VIA” or “BAM” are suspect.
Remedy: Install an approved USB host controller. The Belkin USB BusPort™ host controller uses a Lucent® chipset and is proven reliable with PhoneTree® systems. This controller may be available at a discount from PCS. Call 800-555-0559 for details.
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Product Comparison

From the user's viewpoint, what are the differences between PhoneTree® Plus and the USB products, PhoneTree® 2000 and the PhoneTree® MVP for USB?
The differences in the products include:
a) Sound Quality: Improved sound quality due to higher digital sampling rates.
b) Multiple Messages: MVP can send out multiple messages (over one or more lines) while like PhoneTree® Plus, the PhoneTree® 2000 is limited to one message at a time.
c) Number of Phone Lines: While PhoneTree® Plus is limited to one line, MVP and 2000 can be expanded from a single line all the way up to 32 lines.
d) Unlimited List Size: 2000 and MVP will handle large lists limited only by your hard drive capacity, PhoneTree® Plus calling sessions are limited to 990 names and numbers.
e) Number of Users: MVP supports up to 256 users, while like PhoneTree® Plus, the PhoneTree® 2000 is limited to one user at a time.
f) Computer Connection: While calling, PhoneTree® Plus can be disconnected from your computer. PhoneTree® 2000 and MVP utilize your computer when operating (they both may utilize much of your computer capacity and tie up your computer when calling, dependent on your system RAM).
g) More Accurate Delivery: AVR-4, simply the most advanced voice recognition technology ever, for recognizing and handling answering machines, voice mail and more.
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From the software vendor's viewpoint, what are the differences?
The differences in the products include:
a) USB Port Required: Both 2000 and MVP require a USB computer connection instead of a serial port connection.
b) Windows® 98™: Both PhoneTree® 2000 and MVP require Windows® 98™ (The ISA version operates on Windows® 95™ but requires an ISA slot be available for each line for a maximum of four.
c) File Creation: While PhoneTree® Plus, PhoneTree® 2000 and PhoneTree® MVP read ASCII files, the manner by which the file is imported differs. Users will be required to produce a file from their software for importing into PhoneTree® 2000 and MVP.
d) Concurrent Software Operation: In order to avoid using floppy disks to move files from one computer to another, PhoneBase™ software must be running on the same computer or network as your database management software in order to import files.
e) Importing: While PhoneTree® Plus can accept a direct download from your church software, PhoneTree® 2000 and MVP contain a drop down window to import files.
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What features were introduced with the PhoneTree® 2000 and MVP?
The new features in the products include:
a) Remote Access: Remote access is STANDARD on PhoneTree® 2000 and MVP. You can access either PhoneTree® from any touch-tone phone. New voice prompts walk you through all the options from recording to calling.
b) InfoLines: PhoneTree® MVP has an InfoLine option. This option provides for up to 999 hotlines to be available for people to call in and hear. Callers are directed to the correct line by your custom voice prompts. This option is not available on PhoneTree® 2000.
c) Second Language: The called party can be given the option to immediately change to a second language, or this feature can be used to deliver an optional additional message.
d) PhoneTree® Mailboxes: Called parties can respond to your call by leaving voice messages in your mailbox. The PhoneTree® system will indicate who left the message and the message size so you know which ones to listen to first.
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Setup and Installation

When installing my PhoneTree® system, do I plug in the USB device first, or do I install the PhoneTree® software first?
The PhoneTree® software for 2000 and MVP must be installed first before connecting the USB device to your computer.
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How do I install another phone line on my USB 3-line system?
Instructions on how to install a new telephone line board onto the existing USB device are packaged with the original shipment of the PhoneTree® 2000 and MVP. If the instructions are lost or not available, call PhoneTree Support at 800.555.0559 for information about adding more lines to your PhoneTree® USB system.
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Why are there 4 telephone connections on the rear side of the USB device when I only ordered a 1-line system?
There are 4 telephone line connectors on the rear side of every PhoneTree® USB device and are installed for expansion purposes. Each PhoneTree® USB device is capable of being expanded from 1 telephone line to 4 telephone lines. In addition to the phone line connections, there are connectors for external speakers, a power supply and a microphone. External speakers are optional and do not have to be connected to the USB unit–a built-in speaker is a standard feature of the USB device.
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I would like to upgrade my computer to the maximum PhoneTree® USB capabilities and phone lines; what are those capabilities?
Each PhoneTree® USB unit may house up to 4 phone lines. Up to 4 units (16 lines) connected to one USB Root Hub Port utilizing an external USB hub. By adding a second USB Root Hub (i.e. a PCI USB plug-in card), an additional 8 units (32 lines) may be installed up to the total of 48 lines supported by the PhoneTree® USB software.
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I would like to purchase a PhoneTree® USB system, but I am not sure if my computer is USB compliant; how can I find out?
If your computer was built within the last 5 years, there is a good chance that its motherboard is USB-compliant, even though your computer may not have any USB connector on the back or the front of the CPU. The sure way to determine if your computer's motherboard is USB compliant is to consult the manual that came with your motherboard of if you know the manufacturer of the motherboard, visit their website to look up the motherboard's model and specifications.
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Settings and Miscellaneous

I can't get my PhoneTree® systemto record a message–every time I click on the Record button it looks like it's recording, but there is nothing there when I click on the Preview button.
Check the power adapter that is connected to the USB device. The mA (milliAmp) rating should be between 500mA and 1000mA. To use a power adapter that is listed outside this range can cause the PhoneTree® system to not record adequately. The other ratings/specifications for the power adapter are Class 2 Telephone Power Supply: INPUT: AC 120 V 60Hz 9w; OUTPUT: AC 9V 500mA, UL Listed. Also check to insure that your microphone is firmly connected to the USB device.
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How can I make more calls with my PhoneTree® 2000 USB?
The number of calls that the PhoneTree® system will initiate and complete during an hour or day will be directly related to the Call Options or parameters that you set for a calling session. Those options include "Maximum Rings to No Answer," Max No Answers," "Max Length of Answering Machine Message in Seconds," "Star to Repeat," "Play Message Twice to Every Person," etc. Setting the "Call Options" is a key element in setting up a calling session and the call options should be reviewed on a regular basis to insure maximum performance.
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Software

What are the current hardware and software requirements for the PhoneTree® MVP and 2000?
You will need the following, as a minimum:
Pentium® PCs and Windows® 98™/2000™/ME™/XP™
64 MB RAM (128 MB recommended)
50 MB hard drive space (100 MB recommended)
CD-ROM drive
Color monitor
1 USB port (more ports required for larger systems)
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My PhoneTree® MVP USB unite is displaying a message on my computer screen that says "some system files are out of date"–what do I do?
Insert the current PhoneTree® MVP installation CD–if the CD auto-starts, cancel the setup/install process at the first opportunity. After the install process is cancelled, go to the Windows® "Run" command and click on "Browse." Locate on the CD a folder called SYSFILES and then click to open that folder. Once the SYSFILES folder is opened, click on "Setup.exe" to open and install. Make sure that you reboot the computer after the Setup.exe file is installed.
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I scheduled my calling session to call on Monday, Tuesday and Wednesday and set my PhoneTree® unit to "Don't call before 8:00 am and don't call after 7:00 pm." When I got to my office at 9:00 am Tuesday morning, my computer was frozen and was not calling–I had to shut down my computer and then restart the calling process.
There have been reported problems associated with the Windows® 98™ and Windows® 98™ Second Edition™ operating systems that have caused shutdown problems. It is recommended that users of Windows® 98 and Windows® 98 Second Edition log onto the Microsoft Windows® 98 website and download the patch for the shutdown problem.
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My PhoneTree® USB unit is not calling out and I can't hear it dialing. What's wrong with PhoneTree® ?
To check if your telephone lines are active there are a couple of items that should be reviewed on your computer. First, on the opening screen of PhoneTree® 2000 or PhoneTree® MVP USB, click on Configure at the top of your screen, then click on Phone Lines and view the Line Use Settings and make sure that they are correct. Lines that are setup correctly and functioning normally will also display a green dot on the upper left side of the phone line configure pop-up panel. If you do not have a green dot for each phone line, exit out of the PhoneTree® application and go to the Windows® Control Panel. Once you do this, click on the System icon, then click on Device Manager. When the Device Manager is displayed, click on the "plus box" to the left of "Universal Serial Bus Controllers." Under "Universal Serial Bus Controller" each of your telephone lines should be listed along with devices/drivers installed. If no telephone lines are listed, disconnect the USB cable from the PhoneTree® USB unit and plug in after 10 seconds. By disconnecting and reconnecting the USB cable, your computer's operating system will re-initialize the USB devices. In the event that the Device Manager still does not display your telephone lines, try disconnecting the USB cable and power
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I've installed PhoneTree® MVP USB software on my computer and only some of the time is it successful while operating in the background. What's the problem?
The success of running MVP USB in the background is dependent on the size of your computer's CPU and the demands that the open applications place on your CPU. MVP USB is a processor-intensive application, considering the speed of processing names and telephone numbers and the speed of which calls are initiated and reinitiated. Given the demands that MVP USB will place on a computer's CPU, opening up and running an application that places similar demands on a computer's CPU may or may not slow the overall speed of a particular computer.
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My PhoneTree® system was working fine until yesterday when one of the three telephone lines connected to my PhoneTree® unit was not recognized or could not be located and I couldn't utilize that one line for calling – what's wrong?
If the PhoneTree® USB unit has been working fine and now one of the three lines connected to it are not being recognized or located, go to the Windows® 98™ Control Panel and double-click on the System icon and then click on the Device Manager Tab. Once the Device Manager Tab is open, click on the Universal Serial Bus Controllers icon to see if all phone lines are listed. If all telephone lines are not listed, then exit out of the Control Panel and reboot Windows® . If all lines are listed, there could be problems associated with the telephone lines such as bad connectors, bad wall jacks, another device sharing the same line being off hook, etc.
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Can I record messages on my home computer and transfer the messages to my office computer to be sent out with the PhoneTree® system?
All PhoneTree® USB systems use the .WAV audio file format for recording messages. If you can record a .WAV file on your computer at home and save it to a floppy, a zip disk or even copy it as an attachment to an e-mail and send it to the office, that .WAV file can be used with PhoneTree®. Use the Copy and Paste or the Drag and Drop procedures of Windows® to place a .WAV file in the "correct" PhoneTree® message folder. Insure that the copied .WAV file is within the Maximum Message Length of 240 seconds.
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