PhoneTree Pro/Lab Frequently Asked Questions

For detailed step-by-step details, including illustrations, on PhoneTree® Lab you might also be interested in the following TechHelp Documents (viewing requires Acrobat Reader):

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 PhoneTree® , 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® system's USB cable is not properly connected or is faulty
Remedy: A) Confirm that the PhoneTree® USB cable is firmly plugged into both the USB port on the back of the PhoneTree® unit and the other end is plugged into an available USB port on the back (or front) of your PC. B) Unplug the PhoneTree® USB cable from the back (or front) of your computer and try plugging it into a different USB port. C) Replace the PhoneTree® USB cable with a different USB cable. D) Connect another USB device to the same USB port on your PC and check to see if the device is recognized in the Windows® Device Manager (right-click on the “My Computer" icon and select 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® '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®. This controller may be available at a discount from PCS. Call 800-555-0559 for details.
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Is PhoneTree® Pro compatible with my existing computers?
If you have a Windows® Windows® 2000™ or XP™ computer with an open USB port, PhoneTree® Pro will work with your computer. We can even provide you with a Windows® PC for PhoneTree® Pro if your office network is non-Windows® (UNIX, Linux, etc.).
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How does PhoneTree® Pro connect to my phone system?
The unit can connect to an analog port on your existing system, work from its own dedicated analog line, or even share an analog line, such as one used by a fax or modem. Many offices have PhoneTree® Pro make calls after 5 p.m. using the fax line.
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How many phone lines can I use with PhoneTree® Pro?
PhoneTree® Pro supports up to 64 phone lines, and ships with two activated lines as standard in the base price. Plus, if your calling needs expand, we can add additional lines at no charge as part of your annual support contract.
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Can I expect good sound quality with PhoneTree® Pro?
PhoneTree® Pro delivers messages in crystal-clear, 16-bit digital sound (recorded as .wav files, with CD-like quality). Your messages are recorded by one of our professional recording technicians in our custom-built recording studio, or you can record messages using a familiar voice from your office.
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Will I have to open my PC to install PhoneTree® Pro hardware?
No. The PhoneTree® Pro unit is freestanding and connects to your PC with a USB cable. Just connect the PhoneTree® Pro unit to the PC, plug the PhoneTree® Pro unit into the telephone jack, and insert the CD to install the software. That’s it—we do the rest!
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Once my PhoneTree® Pro unit arrives, how does it get set up?
PhoneTree® Pro is designed to let you do your job, rather than make you become an expert on complex technology. You simply tell us what you need, and our technicians do all the work for you remotely: programming, scripting, testing—it’s all done from our office via modem. Once your system is set up, we walk you through the operating instructions, then you’re ready to start calling. The entire process takes about two hours.
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Does PhoneTree® Pro require a lot of training to use?
No. You only need to print your appointment report to a file. However, If you ever need to master advanced features or complete a complex task, our Customer Service is ready to help so that you can get on with business.
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Are there any additional fees?
No. There is no charge for setup, studio recording of your customized messages, required additional lines, or installation. Your only fee (which is optional) is for your service contract.
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Will PhoneTree® Pro work with my practice management system?
Yes. PhoneTree® Pro is compatible with every popular program used to manage patient data. If you can create an appointment report, you can use PhoneTree® Pro. During setup, our technicians will program PhoneTree® Pro to read your daily appointment report.
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How does PhoneTree® Pro understand my patient data?
Each day, you print your appointment report to a file on the office network. PhoneTree® Pro retrieves the data from that file and interprets it according to your instructions (programmed into the unit by us during initial setup). Your actual data is untouched—PhoneTree® Pro only reads the data from the report file to make your calls.
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Can PhoneTree® Pro leave a custom message with the appointment time, date or other specific information?
During setup, our technicians will program your unit to have PhoneTree® Pro read the data from your report and build a personalized message for each patient, including: appointment time, provider name, location, appointment type, exact instructions for any type of appointment (bring child’s immunization record, arrive 20 minutes early for first visit, etc.).
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My city uses Metro Dialing—can PhoneTree® Pro handle that?
PhoneTree® Pro is configured to dial correctly in your area—including local, long distance, Metro Dialing and many others.
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What if a caller’s line is busy or a machine answers?
The PhoneTree® Pro advanced voice recognition software will do one of three things when it calls: 1) Deliver the message if a person answers; 2) Wait for the beep of an answering machine when detected; or 3) Mark a call attempt as a “No Answer” and call back later if no one picks up or if it detects a busy signal.
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Can the people called reply with a voice mail message?
Yes. PhoneTree® Pro can allow the people it calls to press “0” to leave a voice message that you can retrieve later.
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Can PhoneTree® Pro transfer the people it calls to our receptionist?
Yes. PhoneTree® Pro lets people reach your receptionist, or any extension on your phone system, as long as the unit is connected to a line on your existing phone network.
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How will I know if my calls got through correctly?
PhoneTree® Pro creates a detailed summary allowing you to see exactly how each call was handled. You can view and sort the data on-screen, then print and/or email your customized report. Or, just let PhoneTree® Pro create and send reports automatically!
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Does PhoneTree® Pro require a lot of time for daily operation or maintenance?
No. When you add PhoneTree® Pro to your practice, you enter into a long-term, mutually beneficial relationship with us. Your service contract includes ongoing support from our technicians, free software updates (based on user suggestions and feedback), and answers to any questions at any time. You practice medicine—we handle the phone calls.
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What if my PhoneTree® Pro unit stops working?
In the rare event that your system is down, just call our toll-free Customer Service at 800.555.0559 You will immediately become the first priority of our technicians, who will work with you until your system is back up and making calls to your satisfaction, including FREE overnight hardware replacement if necessary. Since PhoneTree® Pro is an external unit, replacement is a snap.
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When a patient answers the automated phone call, they often say "Hello" multiple times. The message doesn't begin until there's silence. Sometimes, the patient gets frustrated and hangs up waiting for a response on the other end. Is there a solution for this?
The reason for this pause is that it allows PhoneTree to determine if it is speaking to a live person or an automated voicemail or answering machine. For example, when you get a call, you say, "hello" then wait for me to say, "hello." At that point if you are a person you wait for the caller to begin speaking. Whereas a machine does not wait for the caller to speak but begins its message that says, "We are not home — leave a message...." The pause allows PhoneTree to wait and see if a machine fills the gap, in which case it waits for the beep. If PhoneTree hears silence, it knows a live person is waiting for PhoneTree to continue talking. The pause is necessary and is not a bug, or something that can be eliminated. If necessary the pause can be minimized slightly , but it does increase the risk that PhoneTree will mistake a live person for an answering machine or vice versa. The slight adjustment made to the length of the pause is not likely to resolve all cases of the patient not waiting for the message. The pause has to be long enough for PhoneTree to determine whether the pause is due to a live person, and not simply a pause between two words in a voicemail message. As you make appointments, make your patients aware they will receive automated reminder calls, noting the pause that detects a machine or person answering.
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Can PhoneTree® Pro and Lab use the same telephone Line?
Yes. PhoneTree® Pro can even be configured to call Lab patients, to inform them to check lab results. Though it is recommended that PhoneTree® Lab have its own dedicated phone line, to avoid patients' receiving busy signals when calling to retrieve lab results.
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How do I send text messages to cell phones or other devices (pagers, etc.)?
Sending text messages to cell phones or other wireless devices is as easy as sending an email with your PhoneTree® message — all you need is the proper address in the proper format (see below). These vary among wireless carriers, and may change without notice, so be sure to verify the address with your message recipient if possible.

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