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Business > Support > Product List > 2500 > FAQs
 
 
FAQs
Listed below are FAQs pertaining to support-related issues for the 2500 model. If you don't find the answer you need, please contact Customer Support.

The message I just recorded is blank - why did this happen?

The Microphone tab under Configure Global Settings is missing - what caused this?

When I try to place calls, PhoneTree wants to use the OnDemand service instead of the hardware – why is this happening?

Can I install my PhoneTree system on Windows 7 or Windows Vista?

What does "Line Card not Found" mean?

How do I add additional lines to my PhoneTree system?

How do I add more icons to my PhoneTree system's desktop?

How do I get the PhoneTree system to call only the people who are at home?

How do I have the PhoneTree system stop calling once it reaches a set number of people?

How do I allow people the option to repeat my message?

How do I tell the PhoneTree software to pause during a certain time of day?

How do I get the PhoneTree system to leave my callback number on a pager?

How do I use my PhoneTree system to survey the people on my call list?

How do I change the greeting played before my message?

How do I store and re-use my messages?

How do I play a different message to an answering machine in the same call session?

How do I give people the option to hear additional information?

How do I keep messages from being delivered to small children?

How do I allow people to reach a live operator?

How do I prevent PhoneTree from calling people that should not be contacted?

The Call Statuses "Telco Msg" and/or "Busy After Voice" appear for a few of the people on my call list. What do these statuses mean?

I noticed a number of calls with the status "Hung Up Early" – what does this mean?

How do I backup my PhoneTree system?

How do I view and/or print past call jobs?

I want to connect multiple PhoneTree hardware units to my PC, but I only have one USB port available. Can I use an external USB Hub to add additional USB ports?

How do I send text messages using PhoneTree?

How do I stop a message job?

How do I prevent PhoneTree from answering incoming calls?

"None Available" appears in the Call Center - what does this mean?

Error: "MMCPlay: Device not ready!"

Error: "No installed sound devices. Click AddNewHardware in Control Panel."

Error: "Please use Admin - ASP to enter an account number first."

Error: “Please set the Area Code to be used for 7-digit phone numbers in the OnDemand configuration screen. OnDemand jobs cannot be submitted without this vital information.”

Error: “NewJobDB: 3204 Database already exists.”

Error: “NewJobDB: 91 Object variable or With block variable not set.”

Error: “Unable to save file: C:\Windows\Downloaded\Installations\{A83655D1-4560-8B93-B91A655 Access is denied.”


The message I just recorded is blank - why did this happen?

If your PhoneTree recording is blank upon playback, check to make sure your microphone is properly connected to MIC jack on the back of the PhoneTree hardware. If your microphone is properly connected, then the PhoneTree software is in the No Hardware mode. See below for instructions on how to remedy this issue:

When the PhoneTree software cannot detect the presence of the PhoneTree hardware during launch (usually caused by the Windows Device Manager failing to load/unload the PhoneTree USB drivers, or sleep and/or hibernate functions not properly waking the drivers), the Hardware not detected error message will appear. If No Hardware is selected on this screen, the PhoneTree software will use your computer's sound card for recording messages instead of the PhoneTree hardware and try to place calls using the PhoneTree OnDemand service. Since your microphone is still connected to the PhoneTree hardware, the sound card cannot hear your voice and your recording will therefore be blank. To switch back to using the PhoneTree hardware again, follow these steps:

  1. Exit the PhoneTree software.
  2. Disconnect the Power Adapter from the back of the PhoneTree unit and wait 30 seconds. Then, reconnect the Power Adapter. Windows should start re-detecting the PhoneTree hardware. 
  3. Launch the PhoneTree software. Note: If the Hardware not detected error message appears, or if the Call Center tab is NOT present on the desktop view after launching the PhoneTree software, then Windows did not properly re-detect the PhoneTree hardware during step 2. To remedy this issue, close the PhoneTree software then refer to the Reinstalling the PhoneTree Drivers instructions below. 
  4. Click Admin. Then, click the Configure Global Settings icon.
  5. Click on the Microphone tab and disable Use the sound card in my PC to record/play messages setting.
  6. Click OK to save your settings. You can now proceed with recording your message.

Disabling the "No Hardware" Mode PDF Instructions

Video tutorial

Downloadable PDF Video (requires Adobe Reader 9 or newer)

 

Reinstalling the PhoneTree Drivers:

If Windows was unable to re-detect your PhoneTree hardware in step 2, the PhoneTree USB drivers will need to be reinstalled for certain PhoneTree hardware components.

Windows Vista/Windows 7:

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. When asked "How do you want to search for driver software?," select Search automatically for updated driver software.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select Install this driver software anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu.
  2. Click Properties, then click Hardware.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. Once the Welcome to the Hardware Update Wizard screen appears, select Install the software automatically (Recommended) and click Next.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select No, not this time and click Next. Then, on the following screen click Continue Anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

 

To help avoid the PhoneTree hardware from experiencing this issue in the future, make sure the following settings are disabled in Windows:

Power Management:

To manage power, Windows XP, Windows Vista, and Windows 7 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:

Windows Vista/Windows 7: 

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager
  3. Double-click the Universal Serial Bus Controllers branch to expand it. 
  4. Right-click on USB Root Hub, and then click Properties
  5. Click Power Management
  6. Disable Allow the computer to turn off this device to save power
  7. Repeat Steps 5 through 7 for each USB Root Hub. 
  8. When finished, click OK and close the Device Manager.
  9. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the power cable.
  10. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes. 

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu. 
  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 on USB Root Hub, and then click Properties
  6. Click Power Management
  7. Disable Allow the computer to turn off this device to save power
  8. Repeat Steps 5 through 7 for each USB Root Hub. 
  9. When finished, click OK and close the Device Manager.
  10. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the Power Adapter.
  11. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes.

Hibernation/Sleep:

If PhoneTree works reliably from a reboot, but fails after the computer has been idle for an extended period, disable sleep mode and/or your screen saver and reboot your computer. To edit this setting:

Windows Vista/Windows 7: 

  1. Right-click on a blank area of your desktop and choose Personalize.
  2. Click Screen Saver.
  3. Set the Screen saver drop-down menu to None. Next, click Change power settings.
  4. Click Change plan settings for the currently selected Power Plan.
  5. Set Turn off the displayPut the computer to sleep to Never. Next, click Change advanced power settings.
  6. From the list of advance settings, click the + symbol next to the following items:
    • Hard Disk: set Turn off hard disk after to 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 Adaptive display to Off.
  7. When finished, click Apply, then click OK.
  8. Back on the Edit Plan Settings tab, click Save changes to exit. 

Windows XP:

  1. Right-click on a blank area of your desktop and choose Properties.
  2. Click Power.
  3. Click the Power Schemes tab.
  4. Set Turn off monitorTurn off hard disks, and System standby all to Never. Next, click the Hibernate tab.
  5. Disable Enable hibernation. Then, click OK.
  6. Click OK on the Display Properties screen to exit and return to your desktop.
Back To Top

The Microphone tab under Configure Global Settings is missing - what caused this?

When the PhoneTree software cannot detect the presence of the PhoneTree hardware during launch (usually caused by the Windows Device Manager failing to load/unload the PhoneTree USB drivers, or sleep and/or hibernate functions not properly waking the drivers), the Hardware not detected error message will appear. If No Hardware is selected on this screen, the PhoneTree software will use your computer's sound card for recording messages instead of the PhoneTree hardware and try to place calls using the PhoneTree OnDemand service. With the sound card option enabled, PhoneTree hides its microphone controls since they are specifically for use with the PhoneTree hardware only. To switch back to using the PhoneTree hardware again, follow these steps:

  1. Exit the PhoneTree software.
  2. Disconnect the Power Adapter from the back of the PhoneTree unit and wait 30 seconds. Then, reconnect the Power Adapter. Windows should start re-detecting the PhoneTree hardware. 
  3. Launch the PhoneTree software. Note: If the Hardware not detected error message appears, or if the Call Center tab is NOT present on the desktop view after launching the PhoneTree software, then Windows did not properly re-detect the PhoneTree hardware during step 2. To remedy this issue, close the PhoneTree software then refer to the Reinstalling the PhoneTree Drivers instructions below. 
  4. Click Admin. Then, click the Configure Global Settings icon.
  5. Click on the Microphone tab and disable Use the sound card in my PC to record/play messages setting.
  6. Click OK to save your settings. You can now proceed with recording your message.

Disabling the "No Hardware" Mode PDF Instructions

Video tutorial

Downloadable PDF Video (requires Adobe Reader 9 or newer)

 

Reinstalling the PhoneTree Drivers:

If Windows was unable to re-detect your PhoneTree hardware in step 2, the PhoneTree USB drivers will need to be reinstalled for certain PhoneTree hardware components. 

Windows Vista/Windows 7:

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. When asked "How do you want to search for driver software?," select Search automatically for updated driver software.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select Install this driver software anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu.
  2. Click Properties, then click Hardware.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. Once the Welcome to the Hardware Update Wizard screen appears, select Install the software automatically (Recommended) and click Next.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select No, not this time and click Next. Then, on the following screen click Continue Anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

 

To help avoid the PhoneTree hardware from experiencing this issue in the future, make sure the following settings are disabled in Windows:

Power Management:

To manage power, Windows XP, Windows Vista, and Windows 7 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:

Windows Vista/Windows 7: 

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager
  3. Double-click the Universal Serial Bus Controllers branch to expand it. 
  4. Right-click on USB Root Hub, and then click Properties
  5. Click Power Management
  6. Disable Allow the computer to turn off this device to save power
  7. Repeat Steps 5 through 7 for each USB Root Hub. 
  8. When finished, click OK and close the Device Manager.
  9. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the power cable.
  10. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes. 

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu. 
  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 on USB Root Hub, and then click Properties
  6. Click Power Management
  7. Disable Allow the computer to turn off this device to save power
  8. Repeat Steps 5 through 7 for each USB Root Hub. 
  9. When finished, click OK and close the Device Manager.
  10. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the Power Adapter.
  11. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes.

Hibernation/Sleep:

If PhoneTree works reliably from a reboot, but fails after the computer has been idle for an extended period, disable sleep mode and/or your screen saver and reboot your computer. To edit this setting:

Windows Vista/Windows 7: 

  1. Right-click on a blank area of your desktop and choose Personalize.
  2. Click Screen Saver.
  3. Set the Screen saver drop-down menu to None. Next, click Change power settings.
  4. Click Change plan settings for the currently selected Power Plan.
  5. Set Turn off the displayPut the computer to sleep to Never. Next, click Change advanced power settings.
  6. From the list of advance settings, click the + symbol next to the following items:
    • Hard Disk: set Turn off hard disk after to 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 Adaptive display to Off.
  7. When finished, click Apply, then click OK.
  8. Back on the Edit Plan Settings tab, click Save changes to exit. 

Windows XP:

  1. Right-click on a blank area of your desktop and choose Properties.
  2. Click Power.
  3. Click the Power Schemes tab.
  4. Set Turn off monitorTurn off hard disks, and System standby all to Never. Next, click the Hibernate tab.
  5. Disable Enable hibernation. Then, click OK.
  6. Click OK on the Display Properties screen to exit and return to your desktop.
Back To Top

When I try to place calls, PhoneTree wants to use the OnDemand service instead of the hardware – why is this happening?

When the PhoneTree software cannot detect the presence of the PhoneTree hardware during launch (usually caused by the Windows Device Manager failing to load/unload the PhoneTree USB drivers, or sleep and/or hibernate functions not properly waking the drivers), the Hardware not detected error message will appear. If No Hardware is selected on this screen, the PhoneTree software will use your computer's sound card for recording messages instead of the PhoneTree hardware and  try to place calls using the PhoneTree OnDemand service. To switch back to using the PhoneTree hardware again, follow these steps:

  1. Exit the PhoneTree software.
  2. Disconnect the Power Adapter from the back of the PhoneTree unit and wait 30 seconds. Then, reconnect the Power Adapter. Windows should start re-detecting the PhoneTree hardware. 
  3. Launch the PhoneTree software. Note: If the Hardware not detected error message appears, or if the Call Center tab is NOT present on the desktop view after launching the PhoneTree software, then Windows did not properly re-detect the PhoneTree hardware during step 2. To remedy this issue, close the PhoneTree software then refer to the Reinstalling the PhoneTree Drivers instructions below. 
  4. Click Admin. Then, click the Configure Global Settings icon.
  5. Click on the Microphone tab and disable Use the sound card in my PC to record/play messages setting.
  6. Click OK to save your settings. You can now proceed with recording your message.

Disabling the "No Hardware" Mode PDF Instructions

Video tutorial

Downloadable PDF Video (requires Adobe Reader 9 or newer)

 

Reinstalling the PhoneTree Drivers:

If Windows was unable to re-detect your PhoneTree hardware in step 2, the PhoneTree USB drivers will need to be reinstalled for certain PhoneTree hardware components. 

Windows Vista/Windows 7:

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. When asked "How do you want to search for driver software?," select Search automatically for updated driver software.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select Install this driver software anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu.
  2. Click Properties, then click Hardware.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. Once the Welcome to the Hardware Update Wizard screen appears, select Install the software automatically (Recommended) and click Next.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select No, not this time and click Next. Then, on the following screen click Continue Anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

 

To help avoid the PhoneTree hardware from experiencing this issue in the future, make sure the following settings are disabled in Windows:

Power Management:

To manage power, Windows XP, Windows Vista, and Windows 7 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:

Windows Vista/Windows 7: 

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager
  3. Double-click the Universal Serial Bus Controllers branch to expand it. 
  4. Right-click on USB Root Hub, and then click Properties
  5. Click Power Management
  6. Disable Allow the computer to turn off this device to save power
  7. Repeat Steps 5 through 7 for each USB Root Hub. 
  8. When finished, click OK and close the Device Manager.
  9. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the power cable.
  10. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes. 

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu. 
  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 on USB Root Hub, and then click Properties
  6. Click Power Management
  7. Disable Allow the computer to turn off this device to save power
  8. Repeat Steps 5 through 7 for each USB Root Hub. 
  9. When finished, click OK and close the Device Manager.
  10. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the Power Adapter.
  11. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes.

Hibernation/Sleep:

If PhoneTree works reliably from a reboot, but fails after the computer has been idle for an extended period, disable sleep mode and/or your screen saver and reboot your computer. To edit this setting:

Windows Vista/Windows 7: 

  1. Right-click on a blank area of your desktop and choose Personalize.
  2. Click Screen Saver.
  3. Set the Screen saver drop-down menu to None. Next, click Change power settings.
  4. Click Change plan settings for the currently selected Power Plan.
  5. Set Turn off the displayPut the computer to sleep to Never. Next, click Change advanced power settings.
  6. From the list of advance settings, click the + symbol next to the following items:
    • Hard Disk: set Turn off hard disk after to 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 Adaptive display to Off.
  7. When finished, click Apply, then click OK.
  8. Back on the Edit Plan Settings tab, click Save changes to exit. 

Windows XP:

  1. Right-click on a blank area of your desktop and choose Properties.
  2. Click Power.
  3. Click the Power Schemes tab.
  4. Set Turn off monitorTurn off hard disks, and System standby all to Never. Next, click the Hibernate tab.
  5. Disable Enable hibernation. Then, click OK.
  6. Click OK on the Display Properties screen to exit and return to your desktop.
Back To Top

Can I install my PhoneTree system on Windows 7 or Windows Vista?

If you would like to relocate your PhoneTree system to a newer computer running Windows 7 or Windows Vista, first make sure your PhoneTree software version is 6.8.150 or higher* (you can find the version number on the CD label).

If your version is compatible:

  1. Depending on your version of Microsoft Windows, download and complete either the Installing on Windows 7 or Installing on Windows Vista document.
  2. Download and complete the Backing Up/Restoring Your PhoneTree System.

*If you're version is not compatible, please contact Customer Support at 800.555.0559 for assistance.

Back To Top

What does "Line Card not Found" mean?

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

Symptom: The Windows Device Manager does not show the PhoneTree USB entries (e.g., PhoneTree 01..., PhoneTree USB...).

Downloadable PDF version

Try the following remedies in order:

Cause: Electrical glitch, upgrade of PhoneTree software or Windows operating system, installation of a new program, or any other Windows anomaly
Remedy: Reboot the PhoneTree hardware (disconnect the Power Adapter for 15 seconds) then reboot your computer. Reconnect the PhoneTree hardware's Power Adapter after your computer has finished rebooting.

Cause: Power Management is enabled in Windows
Remedy: To manage power, Windows XP, Windows Vista, and Windows 7 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:

Windows Vista/WIndows 7: 

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager
  3. Double-click the Universal Serial Bus Controllers branch to expand it. 
  4. Right-click on USB Root Hub, and then click Properties
  5. Click Power Management
  6. Disable Allow the computer to turn off this device to save power
  7. Repeat Steps 5 through 7 for each USB Root Hub. 
  8. When finished, click OK and close Device Manager.
  9. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the power cable.
  10. Wait for Windows® to recognize your new hardware and loads the drivers. This step may take several minutes. 

Windows XP:

  1. Right-click on the My Computer icon on the Windows® desktop or in the Start menu. 
  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 on USB Root Hub, and then click Properties
  6. Click Power Management
  7. Disable Allow the computer to turn off this device to save power
  8. Repeat Steps 5 through 7 for each USB Root Hub. 
  9. When finished, click OK and close Device Manager.
  10. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the Power Adapter.
  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 hardware's Power Adapter is connected into the "Power" port on the back of the unit, and that the other end is plugged into an operational wall outlet or surge protector. 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 computer, be sure all boot activity has completed prior to starting the PhoneTree software. Be sure your mouse pointer is NOT animated for at least 10 seconds prior to starting the PhoneTree program.

Cause: The PhoneTree hardware's USB cable is not properly connected or is faulty
Remedy: A) Confirm that the 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 computer. B) Unplug the USB cable from the back (or front) of your computer and try plugging it into a different USB port. C) Replace the USB cable with a different USB cable. D) Connect another USB device to the same USB port on your computer and check to see if the device is recognized in the Windows Device Manager (see "Cause: Power Managment is enabled in Windows" above for instructions on how to access Device Manager).

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 computer has been idle for an extended period, disable sleep mode and/or your screen saver and reboot your computer. To edit this setting:

Windows Vista/Windows 7: 

  1. Right-click on a blank area of your desktop and choose Personalize.
  2. Click Screen Saver.
  3. Set the Screen saver drop-down menu to None. Next, click Change power settings.
  4. Click Change plan settings for the currently selected Power Plan.
  5. Set Turn off the displayPut the computer to sleep to Never. Next, click Change advanced power settings.
  6. From the list of advance settings, click the + symbol 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 minutes and Adaptive display to Off.
  7. When finished, click Apply, then click OK.
  8. Back on the Edit Plan Settings tab, click Save changes to exit. 

Windows XP:

  1. Right-click on a blank area of your desktop and choose Properties.
  2. Click Power.
  3. Click the Power Schemes tab.
  4. Set Turn off monitorTurn off hard disks, and System standby all to Never. Next, click the Hibernate tab.
  5. Disable Enable hibernation. Then, click OK.
  6. Click OK on the Display Properties screen to exit and return to your desktop.


Cause: Improperly installed PhoneTree USB driver software
Remedy: Uninstall the PhoneTree software from the Control Panel in Windows (Start > Control Panel > Add/Remove Software or Uninstall a Program). Then reinstall the PhoneTree software from the original disc. 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 the USB cable from the computer and the PhoneTree hardware's Power Adapter. Next, in the Device Manager, right-click on USB Root Hub under Universal Serial Bus controllers and select Uninstall (see "Cause: Power Managment is enabled in Windows" above for instructions on how to access Device Manager). Then, click Action > Scan for hardware changes. Windows will now reinstall the USB Root Hub. After the reinstallation is complete, reconnect the PhoneTree Power Adapter and the USB cable to the computer.

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). The PhoneTree Series of products are compatible with Windows XP, Windows Server 2003, Windows Vista (32 or 64-bit), and Windows 7 (32 or 64-bit).

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. 
Remedy: Install an approved USB host controller. Please contact PhoneTree Customer Support at 800.555.0559, or email us for more information.

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How do I add additional lines to my PhoneTree system?

If your PhoneTree G2PT unit is configured for only one-line, you can expand it to a maximum of two-lines (per unit) by following these steps (Note: To determine how many lines your PhoneTree system is configured for, refer to page 28 of the 2100/2500/3500 User Guide): 

  1. With the VoiceWave software open, from any desktop view (PhoneTree, Tools, Admin, etc.) click Help Activate Line 2
  2. Follow the instructions on the screen that appears to purchase your second line Online or by Phone.

For instructions on how to connect phone line(s) to your G2PT hardware, please refer to page 14 of the 2100/2500/3500 User Guide.

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How do I add more icons to my PhoneTree system's desktop?

If you have the PhoneTree 2100, you will only be able to have one icon on your PhoneTree desktop. This is because the PhoneTree 2100 is a single-message system, with one call session in progress at any given time. However, you can have as many different lists as your hard drive will allow, and you can still sort your members into as many as 36 different groups. If you have a PhoneTree 2500 or 3500, your software ships with 8 PhoneTree icons on the PhoneTree desktop, but you can add more by using the PhoneTree Administrator on the Admin Desktop.

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How do I get the PhoneTree system to call only the people who are at home?

You can do this in one of two ways: set PhoneTree up to never leave its message to answering machines, or set PhoneTree to bypass answering machines on the first call attempt, which is sometimes called "Quick Call Mode."

To set PhoneTree to never deliver its message to answering machines: 

  1. Exit the Call Center by clicking on PhoneTree. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused call jobs can be resumed by clicking back on the Call Center tab.
  2. Click on the desired PhoneTree icon.
  3. Once the List Editor screen appears, click the Options icon from the top toolbar.
  4. Click on the Advanced tab.
  5. Under Deliver message to answering machines, choose Never.
  6. Click OK.
  7. From the top toolbar, click the Exit icon.
  8. Relaunch the Call Center by clicking on Call Center from any VoiceWave desktop view. A screen may appear asking "You are about to Start calling. Do you wish to continue to the CallCenter?" Click Yes. Any call job(s) that may have been paused in step 1 will now resume calling.

With the Never setting selected, PhoneTree will hang up before leaving the message when it detects an answering machine. To revert back to leaving messages on answering machines for this call list, repeat steps 1-4 and select Always [the default setting], After # of Tries or Within Time Window.

To set PhoneTree to bypass answering machines on the first call attempt:

  1. Exit the Call Center by clicking on PhoneTree. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused call jobs can be resumed by clicking back on the Call Center tab.
  2. Click on the desired PhoneTree icon.
  3. Once the List Editor screen appears, click the Options icon from the top toolbar.
  4. Click on the Call Settings tab.
  5. Enable Bypass ans machines on first call attempt.
  6. Click OK.
  7. From the top toolbar, click the Exit icon.
  8. Relaunch the Call Center by clicking on Call Center from any VoiceWave desktop view. A screen may appear asking "You are about to Start calling. Do you wish to continue to the CallCenter?" Click Yes. Any call job(s) that may have been paused in step 1 will now resume calling.

This will mean that during the first round of calling, PhoneTree will only allow a number to ring three times before hanging up and going on to the next number. As a result, answering machines (which usually pick up after the fourth ring) will be called last. During subsequent rounds of calling, PhoneTree will revert to its normal call settings.

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How do I have the PhoneTree system stop calling once it reaches a set number of people?

PhoneTree has the capability to call a list of people to ask them for a "9" touch-tone reply (or "Y," for "Yes"), then once it reaches a set number of people who pressed "9'" it will stop calling. This feature is sometimes called, "Count Replies Mode" and is great for seeking a limited number of volunteers, because once you receive the desired number of people willing to help, calling will stop for that job and PhoneTree will then be available for another job. Here's how to enable this feature:

  1. Exit the Call Center by clicking on PhoneTree. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused call jobs can be resumed by clicking back on the Call Center tab.
  2. Click on the PhoneTree icon to access your call list.
  3. Once the List Editor screen appears, click the Options icon from the top toolbar.
  4. Click on the Call Settings tab.
  5. Enable Count "9" replies and stop calls. Then, enter the desired number of replies.
  6. Click OK.

Now use Easy Call or the Call Wizard to record your message in the usual way. Be sure to ask for the "9" reply in your message. For instance: "Hi, this is Sue calling from the church. A water pipe burst in the basement and we need ten people to come over right away to help clean up. Please press "9" now if you can help. <pause> Thanks so much!" Now, for the next call session you start with this PhoneTree, it will collect the replies, count the "9" replies, and when it reaches the number of "9" replies you specified, it will stop calling for this call job.

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How do I allow people the option to repeat my message?

PhoneTree has the capability to play its message again if the listener presses the "Star" key [*] on their telephone keypad (up to 5 times). This feature is sometimes called "Star to Repeat" and is great if your message is long or has information your members might want to write down. Here's how to enable this feature:

  1. Exit the Call Center by clicking on PhoneTree. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused call jobs can be resumed by clicking back on the Call Center tab.
  2. Click the PhoneTree icon to access your call list
  3. On the List Editor screen, click the Options icon from the top toolbar.
  4. Click on the Call Settings tab.
  5. Enable Allow star [*] key to repeat message.
  6. Click OK.

Now use Easy Call or the Call Wizard to record your message in the usual way. Be sure to tell your members they can press the "Star" key to hear the message again. For instance:"Hi, this is Sue calling from the church with this week's activities. The bake sale will be at 12 noon at the Southland Shopping Center. Please come 15 minutes early so we can get set up. Also, the Outreach Committee meeting will be Thursday night at 7:00, and the Mother's Morning Out will be Friday morning from 9 to 12 noon. And don't forget that Agnes Johnson is in room 342 at Memorial Hospital and would really appreciate a visit or a phone call. To hear this message again, press the "Star" key now. <pause> Thanks and have a great day!"

Now, for the next call session you start with this call list, it will play its message again for anyone who presses the "Star" key [*].

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How do I tell the PhoneTree software to pause during a certain time of day?

PhoneTree has the capability to pause calling temporarily during any time you specify within the call window. This feature is great if you don't want PhoneTree to call during the dinner hour (or during the big game, etc.). Here's how to enable this feature:

  1. Exit the Call Center by clicking on PhoneTree. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused call jobs can be resumed by clicking back on the Call Center tab.
  2. Click the PhoneTree icon to access your call list.
  3. On the List Editor screen, click the Options icon from the top toolbar.
  4. Click on the Times/Days tab.
  5. Enable Temporarily pause calls.
  6. Then choose a time frame for VoiceWave to pause calls by choosing a beginning time under Pause calls each day at, then a time for calls to start again under Resume calls after.
  7. Click OK.

Now, for the next call session you start with this call list, it will pause calls during the time frame you specified.

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How do I get the PhoneTree system to leave my callback number on a pager?

To have PhoneTree leave your call back number on a pager device:

  1. Exit the Call Center by clicking on PhoneTree. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused call jobs can be resumed by clicking back on the Call Center tab.
  2. Click the PhoneTree icon to access your call list.
  3. Add the letter "C" to any pager number on your call list you wish to page (e.g., 555-6754C). The "C" tells PhoneTree that this is a pager number and it should leave the callback number.
  4. From the top toolbar, click the Options icon.
  5. Click on the Advanced tab.
  6. In the Pager box, enter your desired callback number (e.g., 555-6754).
  7. Click OK.

Now, for the next call session you start with this call list, it will leave your callback number on any pager it encounters.

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How do I use my PhoneTree system to survey the people on my call list?

Because PhoneTree allows up to 6 touch-tone replies per person per call session, you could use PhoneTree to do simple surveys. However, it is not possible at this time to ask questions in your message and then play different messages based on the replies you receive from your listeners (a staged survey). But, PhoneTree is a great tool for doing simple surveys. For instance, the types of survey messages you could send with your PhoneTree system could include:

  1. "Hi, this is Ernie calling from the church. We're planning the annual picnic celebration and need to know how many people are planning to attend. Please enter the number of people who will be coming, including yourself. <pause> Also, if you would be willing to serve on the planning committee, please press '9' now. <pause> Thanks and have a great day!"
  2. "Hi, this is Ernie calling from the church again. We're buying paint to renovate the gym and would like to know which color you prefer. If you like the light yellow, please press '1', or if you prefer the new pastel blue color, please press '2'. <pause> Thanks and have a great day!"

When your users press up to six keys on their telephone keypad based on the questions you ask them, PhoneTree will keep track of their replies in the "Replies" column on the List Editor screen. You can then sort your list based on the peoples' Replies, and/or generate a report based on the Replies.

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How do I change the greeting played before my message?

You can do this in one of two ways:

  1. Change the greeting at the same time that you set up a call job
  2. Make a global change to the greeting for the entire system. Important: Your greeting must be between 1-4 seconds long to assure proper answering machine detection. Do not remove your greeting or replace it with silence, because this will interfere with proper operation of the PhoneTree system.

To change the greeting as you set up a new call job:

  1. Use the Call Wizard to begin a new call session (refer to the 2100/2500/3500 User Guide - right-click on the link and select "Save Target As" or "Save link as") for your model's chapter on how to configure the Call Wizard). By using the Call Wizard instead of EasyCall, you can create your own Greeting, or record over an existing one.
  2. At the Message recordings screen, select Greeting.
  3. From the top tool bar, click the New icon.
  4. Type in a name for your new Greeting, then click OK.
  5. The word Greeting will now appear in red, to show that it has not yet been recorded.
  6. Click Record to record your new greeting, and click Play to hear what you've recorded.
  7. When finished, click Next to proceed through the rest of the Call Wizard. At the last screen, choose Save changes and exit, then click OK.

Now when this call job is delivered, the people on the call list will hear your new Greeting instead of the chime.

To make a global change to the greeting for the entire system:

  1. From any desktop view, click the Admin tab.
  2. Click the Record Greeting icon. This screen allows you to re-record over one of the existing system greetings, or record a completely new one.
  3. Use the controls to record, play, delete or create a new file.

Important: If you re-record over one of the existing system greetings, it will affect any of the PhoneTrees icons that are using that greeting. For instance, if you record something different for Hello.wav, and PhoneTree "8" uses Hello.wav for its greeting then everyone called by PhoneTree "8" will hear the new, re-recorded greeting.

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How do I store and re-use my messages?

When you use the Call Wizard (refer to the 2100/2500/3500 User Guide - right-click on the link and select "Save Target As" or "Save link as")for your model's chapter on how to configure the Call Wizard) to create new messages, you will be able to use them again any time you need to. All the messages you have ever used for a call session (unless they've been manually deleted) will show up in the drop down menus on the message recordings screen of the Call Wizard. If you would like to re-use one, just choose it from the drop-down menu. Click Play to listen to any message to confirm that it is the message you would like to re-use.

If you wish to use a message you created in a different PhoneTree icon, you will need to copy your messages with Windows® Explorer. They are located in the following directory on your startup drive: "C:\Program Files\PhoneTree MVPu\MVP1\*001\Msgs" (*use the folder corresponding to the PhoneTree icon where you created the messages you wish to copy). For example, if you want to copy messages that you created in the PhoneTree 7 icon, you need to look in folder 007 -> Msgs for the messages. Then copy the message(s) into the folder corresponding to the PhoneTree that you wish to use. For example, if you wish to re-use these messages in the PhoneTree 5 icon, you need to paste the messages into folder 005 -> Msgs. Once you have done this, your messages will appear in the drop-down menu on the Call Wizard Message recordings screen.

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How do I play a different message to an answering machine in the same call session?

While using the Call Wizard, select Machine as one of the types of messages to send (refer to the 2100/2500/3500 User Guide for your model's chapter on how to configure the Call Wizard - right-click on the link and select "Save Target As" or "Save link as")). This will allow you to create a separate message that will only be delivered to answering machines and most voicemail systems.

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How do I give people the option to hear additional information?

This feature lets you record an additional message which can be played upon request by those called. Only those who, "press pound (#) for more information" will hear this message. Use it for messages in a second language, directions to an event, details on a specific topic, etc.

You can do this by selecting More Info in the Call Wizard, then recording a separate message that will go out to anyone who presses the pound key (#) for more information (refer to the 2100/2500/3500 User Guide for your model's chapter on how to configure the Call Wizard - right-click on the link and select "Save Target As" or "Save link as")). Be sure to ask those you call to "...dial pound to hear more information..." when recording the Standard Message. Now when you start this call job, PhoneTree will play the Standard Message and will allow the people you call to press "#" for more information, and they will then hear the "More Info" message you recorded.

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How do I keep messages from being delivered to small children?

PhoneTree has the ability to ask for a confirmation before delivering the message. With this option enabled, PhoneTree first plays an introduction message and waits for the person to dial "9." Then, it delivers the message. PhoneTree will play the intro 3 times before giving up. If the person does not dial "9" then they are tried again later. This is sometimes called the "Call Confirmation Mode" and is good for insuring that your message won't get lost in the "Kid Zone" — and it will not affect message delivery to answering machines. You can enable this by selecting Intro (confirm w/9) in the Call Wizard (refer to the 2100/2500/3500 User Guide for your model's chapter on how to configure the Call Wizard - right-click on the link and select "Save Target As" or "Save link as")). Then, record the Intro (confirm w/9) message on the Message recordings screen to go out to everyone, asking them to press '9' to hear an important message (e.g., "Hi, this is Bob. To hear an important message, please dial "9" after the tone."). Now when you start this call job, PhoneTree will play the intro message you recorded, and when the called party dials "9" it will play the Standard Message.

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How do I allow people to reach a live operator?

PhoneTree can be configured so that when someone presses "0" they can be transferred to a live operator on your phone system. Here's how:

  1. Exit the Call Center by clicking on PhoneTree. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused call jobs can be resumed by clicking back on the Call Center tab.
  2. Click the desired PhoneTree icon to access your call list.
  3. On the List Editor screen, click the Options icon from the top toolbar.
  4. Click on the Transfer tab.
  5. From the Select call transfer method drop-down menu, choose Phone System.
  6. Then enter the extension you want PhoneTree to transfer to in the box provided.

You may want PhoneTree to use a different transfer method after hours. If so, check the box next to Use a different method at night. Then choose an alternate method from the box. Be sure that when you record your message you make mention that the callee can press "0" to transfer (e.g., "press "0" to transfer to a live operator.").

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How do I prevent PhoneTree from calling people that should not be contacted?

To prevent people from being called for any message:

  1. Exit the CallCenter by clicking on Admin. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused call jobs can be resumed by clicking back on theCall Center tab.
  2. Click the Blocked Numbers icon.
  3. In the Name and Phone columns, enter the person's name and phone number with area code (dashes are optional). If desired, leave a Comment about this number (optional). To remove a phone number from the database, select the number and click Edit Delete.
  4. When finished, click File Exit.
  5. Relaunch the CallCenter by clicking on CallCenter from any PhoneTree desktop view. A screen may appear asking "You are about to Start calling. Do you wish to continue to the CallCenter?" Click Yes. Any call job(s) that may have been paused in step 1 will now resume calling.

Please note: Phone numbers added to the Blocked Numbers database will not go to affect until the next call job is sent to the Call Center.

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The Call Statuses "Telco Msg" and/or "Busy After Voice" appear for a few of the people on my call list. What do these statuses mean?

These statuses indicate that PhoneTree encountered a telephone company message (e.g., "You have reached a number that has been disconnected or is no longer in service...," "All circuits are busy...," "Dial 1 plus the area code...," "Call cannot be completed as dialed...," ) when it called a person's phone number.

To identify why a telephone company message was encountered, we recommend manually calling these numbers again, exactly how PhoneTree dialed them, and take note of what the message says. The problem could be that dialing rules have been changed by the telephone company and PhoneTree needs to be updated or the phone number is old has been disconnected. 

To help reduce the number of "Telco Msg" or "Busy After Voice" statuses from appearing on your call report, make sure the phone numbers for your call lists are kept up to date. If you are populating PhoneTree by importing a file, make sure your database is updated first since the phone number appearing on that file will be the same number that will be imported into PhoneTree. If you are using a placeholder phone number for when a person does not wish give out their number, or for those without a phone number, use a generic number such as 000-000-0000 or 999-999-9999. Then, enter this same phone number into the Blocked Numbers database within the PhoneTree software and no further call attempts will be made to any person with this phone number (see the How do I prevent PhoneTree from calling people that should not be contacted? FAQ topic for more information about blocking phone numbers).
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I noticed a number of calls with the status "Hung Up Early" – what does this mean?

It indicates the called party listened to your message but hung up before the very end When the subject of the message is known, it is common for 10% or more of your calls to indicate this status (the behavior is similar to pressing delete before listening to the very end of a voice mail). PhoneTree occasionally makes system improvements which, based on your message length and content, may increase or decrease the number of answered calls that indicate "Hung Up Early."

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How do I backup my PhoneTree system?

For instructions on how to create a backup of your PhoneTree system and how to restore it from the back up you create, please see Backing Up/Restoring Your PhoneTree System.

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How do I view and/or print past call jobs?

After each call job has completed, a record of it, including all original job data (e.g., Name, Phone Number, Call Status), is kept in the Call Logs area of the PhoneTree software. Call job data can be viewed by month, call job, or by custom query. To access the Call Logs:

  1. Exit the Call Center by clicking on PhoneTree. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused call jobs can be resumed by clicking back on the Call Center tab.
  2. Click on the PhoneTree icon to access your call list.
  3. From the top of the screen, click File View Monthly Call Logs.
  4. Calls placed during the current month will be displayed by default. Click Previous and Next to switch between months. To perform a search based on specific criteria (e.g., Call Status, Date Range, Name), click Query. To perform a search for a specific call job, click Job.
  5. Print any Call Log Query by clicking Print (located on the toolbar of the Monthly Call Logs screen), then choose the desired Report Format to use and click Print.
  6. When finished, click the Exit icon from the top toolbar.
  7. Relaunch the Call Center by clicking on Call Center from any PhoneTree desktop view. A screen may appear asking "You are about to Start calling. Do you wish to continue to the CallCenter?" Click Yes. Any call job(s) that may have been paused in step 1 will now resume calling.
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I want to connect multiple PhoneTree hardware units to my PC, but I only have one USB port available. Can I use an external USB Hub to add additional USB ports?

If you are attempting to connect multiple PhoneTree units to your computer and do not have the necessary USB ports available, purchase and install a true dual (or quad) host controller card instead of using an external USB Hub. This will help to ensure each PhoneTree unit receives the correct amount of USB bandwidth. When connecting your PhoneTree hardware, please limit 1 unit per USB port and no more than 24 lines per single host controller. If you need assistance determining your computer's current USB capabilities, please contact PhoneTree Customer Support.

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How do I send text messages using PhoneTree?

The 2500 can send text messages (160 character limit) to anyone on your call list as long as you know their cell phone number and carrier (Verizon, AT&T, etc.).  For detailed instructions on creating and sending text messages, please see the Sending Text Messages (2500/3500 models)  PDF.

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How do I stop a message job?

Please note: Stopping an active message job will only affect phone messages, whereas text and email messages (if applicable) are sent immediately after launch. 

To stop a message job currently being placed by your PhoneTree hardware system:

  1. Exit the Call Center by clicking on Tools. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused message jobs can be resumed by clicking back on the Call Center tab.
  2. Click the Show Call Status icon.
  3. From the list of active PhoneTrees, select the desired PhoneTree, and then click Stop.
  4. When finished, click OK.
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How do I prevent PhoneTree from answering incoming calls?

By default, your PhoneTree system is set to accept calls in the instance you enable the Answering Machine or InfoLine (2500 and 3500 only) features. To disable this function:

  1. Exit the Call Center by clicking on Admin. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused message jobs can be resumed by clicking back on the Call Center tab.
  2. Click the Configure Phone Lines icon.
  3. Disable Line may answer when not making calls for each desired phone line.
  4. When finished, click OK.
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"None Available" appears in the Call Center - what does this mean?

The "None Available" status will appear in the Call Center when the message job:

-has been completed.

-was sent to the Call Center, but the Contacts' names and/or phone numbers on your list do not appear in the corresponding columns or are combinded into one column on the List Editor screen. Solution: This is usually caused by an improperly formatted file or incorrect settings were selected during the time of import. Verify the Contact file is correctly formatted and reimport the file into PhoneTree.  

-was sent to the Call Center without a recorded message. Solution: Record and playback your new message to verify its quality, then resend your message job to the Call Center.

-was sent to the Call Center, but a previous message job's delay/scheduled delivery times are still enabled. Solution: The Call job stops when and Delay start of call job until settings need to be turned off or reset:
  1. Exit the Call Center by clicking on PhoneTree. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused message jobs can be resumed by clicking back on the Call Center tab.
  2. Click the desired PhoneTree icon to access your list.
  3. From the top toolbar, click the Options icon.
  4. Set Call job stops when to Call job is done, or set a new expiration date.
  5. Disable Delay start of call job, or set it to a new date.
  6. When finished, click OK, and then, from the top toolbar, click the Exit icon.
  7. Click on Call Center to start your message job.
-was sent to the Call Center, but no days are enabled to allow PhoneTree to send messages. Solution: Enable the preferred days of the week this list can send messages:
  1. Exit the Call Center by clicking on PhoneTree. A screen may appear asking "You are about to pause calling. Do you wish to continue?" Click YesPlease note: Paused message jobs can be resumed by clicking back on the Call Center tab.
  2. Click the desired PhoneTree icon to access your list.
  3. From the top toolbar, click the Options icon.
  4. Enable the desired days you want PhoneTree to contact this list on.
  5. When finished, click OK, and then, from the top toolbar, click the Exit icon.
  6. Click on Call Center to start your message job.
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Error: "MMCPlay: Device not ready!"

When the PhoneTree software cannot detect the presence of the PhoneTree hardware during launch (usually caused by the Windows Device Manager failing to load/unload the PhoneTree USB drivers, or sleep and/or hibernate functions not properly waking the drivers), the Hardware not detected error message will appear. If No Hardware is selected on this screen, the PhoneTree software will use your computer's sound card for recording messages instead of the PhoneTree hardware and try to place calls using the PhoneTree OnDemand service. To switch back to using the PhoneTree hardware again, follow these steps:

  1. Exit the PhoneTree software.
  2. Disconnect the Power Adapter from the back of the PhoneTree unit and wait 30 seconds. Then, reconnect the Power Adapter. Windows should start re-detecting the PhoneTree hardware. 
  3. Launch the PhoneTree software. Note: If the Hardware not detected error message appears, or if the Call Center tab is NOT present on the desktop view after launching the PhoneTree software, then Windows did not properly re-detect the PhoneTree hardware during step 2. To remedy this issue, close the PhoneTree software then refer to the Reinstalling the PhoneTree Drivers instructions below. 
  4. Click Admin. Then, click the Configure Global Settings icon.
  5. Click on the Microphone tab and disable Use the sound card in my PC to record/play messages setting.
  6. Click OK to save your settings. You can now proceed with recording your message.

Disabling the "No Hardware" Mode PDF Instructions

Video tutorial

Downloadable PDF Video (requires Adobe Reader 9 or newer)

 

Reinstalling the PhoneTree Drivers:

If Windows was unable to re-detect your PhoneTree hardware in step 2, the PhoneTree USB drivers will need to be reinstalled for certain PhoneTree hardware components. 

Windows Vista/Windows 7:

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. When asked "How do you want to search for driver software?," select Search automatically for updated driver software.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select Install this driver software anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu.
  2. Click Properties, then click Hardware.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. Once the Welcome to the Hardware Update Wizard screen appears, select Install the software automatically (Recommended) and click Next.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select No, not this time and click Next. Then, on the following screen click Continue Anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

 

To help avoid the PhoneTree hardware from experiencing this issue in the future, make sure the following settings are disabled in Windows:

Power Management:

To manage power, Windows XP, Windows Vista, and Windows 7 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:

Windows Vista/Windows 7: 

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager
  3. Double-click the Universal Serial Bus Controllers branch to expand it. 
  4. Right-click on USB Root Hub, and then click Properties
  5. Click Power Management
  6. Disable Allow the computer to turn off this device to save power
  7. Repeat Steps 5 through 7 for each USB Root Hub. 
  8. When finished, click OK and close the Device Manager.
  9. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the power cable.
  10. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes. 

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu. 
  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 on USB Root Hub, and then click Properties
  6. Click Power Management
  7. Disable Allow the computer to turn off this device to save power
  8. Repeat Steps 5 through 7 for each USB Root Hub. 
  9. When finished, click OK and close the Device Manager.
  10. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the Power Adapter.
  11. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes.

Hibernation/Sleep:

If PhoneTree works reliably from a reboot, but fails after the computer has been idle for an extended period, disable sleep mode and/or your screen saver and reboot your computer. To edit this setting:

Windows Vista/Windows 7: 

  1. Right-click on a blank area of your desktop and choose Personalize.
  2. Click Screen Saver.
  3. Set the Screen saver drop-down menu to None. Next, click Change power settings.
  4. Click Change plan settings for the currently selected Power Plan.
  5. Set Turn off the displayPut the computer to sleep to Never. Next, click Change advanced power settings.
  6. From the list of advance settings, click the + symbol next to the following items:
    • Hard Disk: set Turn off hard disk after to 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 Adaptive display to Off.
  7. When finished, click Apply, then click OK.
  8. Back on the Edit Plan Settings tab, click Save changes to exit. 

Windows XP:

  1. Right-click on a blank area of your desktop and choose Properties.
  2. Click Power.
  3. Click the Power Schemes tab.
  4. Set Turn off monitorTurn off hard disks, and System standby all to Never. Next, click the Hibernate tab.
  5. Disable Enable hibernation. Then, click OK.
  6. Click OK on the Display Properties screen to exit and return to your desktop.
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Error: "No installed sound devices. Click AddNewHardware in Control Panel."

When the PhoneTree software cannot detect the presence of the PhoneTree hardware during launch (usually caused by the Windows Device Manager failing to load/unload the PhoneTree USB drivers, or sleep and/or hibernate functions not properly waking the drivers), the Hardware not detected error message will appear. If No Hardware is selected on this screen, the PhoneTree software will use your computer's sound card for recording messages instead of the PhoneTree hardware and try to place calls using the PhoneTree OnDemand service. To switch back to using the PhoneTree hardware again, follow these steps:

  1. Exit the PhoneTree software.
  2. Disconnect the Power Adapter from the back of the PhoneTree unit and wait 30 seconds. Then, reconnect the Power Adapter. Windows should start re-detecting the PhoneTree hardware. 
  3. Launch the PhoneTree software. Note: If the Hardware not detected error message appears, or if the Call Center tab is NOT present on the desktop view after launching the PhoneTree software, then Windows did not properly re-detect the PhoneTree hardware during step 2. To remedy this issue, close the PhoneTree software then refer to the Reinstalling the PhoneTree Drivers instructions below. 
  4. Click Admin. Then, click the Configure Global Settings icon.
  5. Click on the Microphone tab and disable Use the sound card in my PC to record/play messages setting.
  6. Click OK to save your settings. You can now proceed with recording your message.

Disabling the "No Hardware" Mode PDF Instructions

Video tutorial

Downloadable PDF Video (requires Adobe Reader 9 or newer)

 

Reinstalling the PhoneTree Drivers:

If Windows was unable to re-detect your PhoneTree hardware in step 2, the PhoneTree USB drivers will need to be reinstalled for certain PhoneTree hardware components.  

Windows Vista/Windows 7:

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. When asked "How do you want to search for driver software?," select Search automatically for updated driver software.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select Install this driver software anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu.
  2. Click Properties, then click Hardware.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. Once the Welcome to the Hardware Update Wizard screen appears, select Install the software automatically (Recommended) and click Next.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select No, not this time and click Next. Then, on the following screen click Continue Anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

 

To help avoid the PhoneTree hardware from experiencing this issue in the future, make sure the following settings are disabled in Windows:

Power Management:

To manage power, Windows XP, Windows Vista, and Windows 7 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:

Windows Vista/Windows 7: 

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager
  3. Double-click the Universal Serial Bus Controllers branch to expand it. 
  4. Right-click on USB Root Hub, and then click Properties
  5. Click Power Management
  6. Disable Allow the computer to turn off this device to save power
  7. Repeat Steps 5 through 7 for each USB Root Hub. 
  8. When finished, click OK and close the Device Manager.
  9. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the power cable.
  10. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes. 

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu. 
  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 on USB Root Hub, and then click Properties
  6. Click Power Management
  7. Disable Allow the computer to turn off this device to save power
  8. Repeat Steps 5 through 7 for each USB Root Hub. 
  9. When finished, click OK and close the Device Manager.
  10. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the Power Adapter.
  11. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes.

Hibernation/Sleep:

If PhoneTree works reliably from a reboot, but fails after the computer has been idle for an extended period, disable sleep mode and/or your screen saver and reboot your computer. To edit this setting:

Windows Vista/Windows 7: 

  1. Right-click on a blank area of your desktop and choose Personalize.
  2. Click Screen Saver.
  3. Set the Screen saver drop-down menu to None. Next, click Change power settings.
  4. Click Change plan settings for the currently selected Power Plan.
  5. Set Turn off the displayPut the computer to sleep to Never. Next, click Change advanced power settings.
  6. From the list of advance settings, click the + symbol next to the following items:
    • Hard Disk: set Turn off hard disk after to 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 Adaptive display to Off.
  7. When finished, click Apply, then click OK.
  8. Back on the Edit Plan Settings tab, click Save changes to exit. 

Windows XP:

  1. Right-click on a blank area of your desktop and choose Properties.
  2. Click Power.
  3. Click the Power Schemes tab.
  4. Set Turn off monitorTurn off hard disks, and System standby all to Never. Next, click the Hibernate tab.
  5. Disable Enable hibernation. Then, click OK.
  6. Click OK on the Display Properties screen to exit and return to your desktop.
Back To Top

Error: "Please use Admin - ASP to enter an account number first."

When the PhoneTree software cannot detect the presence of the PhoneTree hardware during launch (usually caused by the Windows Device Manager failing to load/unload the PhoneTree USB drivers, or sleep and/or hibernate functions not properly waking the drivers), the Hardware not detected error message will appear. If No Hardware is selected on this screen, the PhoneTree software will use your computer's sound card for recording messages instead of the PhoneTree hardware and try to place calls using the PhoneTree OnDemand service. To switch back to using the PhoneTree hardware again, follow these steps:

  1. Exit the PhoneTree software.
  2. Disconnect the Power Adapter from the back of the PhoneTree unit and wait 30 seconds. Then, reconnect the Power Adapter. Windows should start re-detecting the PhoneTree hardware. 
  3. Launch the PhoneTree software. Note: If the Hardware not detected error message appears, or if the Call Center tab is NOT present on the desktop view after launching the PhoneTree software, then Windows did not properly re-detect the PhoneTree hardware during step 2. To remedy this issue, close the PhoneTree software then refer to the Reinstalling the PhoneTree Drivers instructions below. 
  4. Click Admin. Then, click the Configure Global Settings icon.
  5. Click on the Microphone tab and disable Use the sound card in my PC to record/play messages setting.
  6. Click OK to save your settings. You can now proceed with recording your message.

Disabling the "No Hardware" Mode PDF Instructions

Video tutorial

Downloadable PDF Video (requires Adobe Reader 9 or newer)

 

Reinstalling the PhoneTree Drivers:

If Windows was unable to re-detect your PhoneTree hardware in step 2, the PhoneTree USB drivers will need to be reinstalled for certain PhoneTree hardware components.  

Windows Vista/Windows 7:

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. When asked "How do you want to search for driver software?," select Search automatically for updated driver software.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select Install this driver software anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu.
  2. Click Properties, then click Hardware.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. Once the Welcome to the Hardware Update Wizard screen appears, select Install the software automatically (Recommended) and click Next.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select No, not this time and click Next. Then, on the following screen click Continue Anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

 

To help avoid the PhoneTree hardware from experiencing this issue in the future, make sure the following settings are disabled in Windows:

Power Management:

To manage power, Windows XP, Windows Vista, and Windows 7 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:

Windows Vista/Windows 7: 

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager
  3. Double-click the Universal Serial Bus Controllers branch to expand it. 
  4. Right-click on USB Root Hub, and then click Properties
  5. Click Power Management
  6. Disable Allow the computer to turn off this device to save power
  7. Repeat Steps 5 through 7 for each USB Root Hub. 
  8. When finished, click OK and close the Device Manager.
  9. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the power cable.
  10. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes. 

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu. 
  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 on USB Root Hub, and then click Properties
  6. Click Power Management
  7. Disable Allow the computer to turn off this device to save power
  8. Repeat Steps 5 through 7 for each USB Root Hub. 
  9. When finished, click OK and close the Device Manager.
  10. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the Power Adapter.
  11. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes.

Hibernation/Sleep:

If PhoneTree works reliably from a reboot, but fails after the computer has been idle for an extended period, disable sleep mode and/or your screen saver and reboot your computer. To edit this setting:

Windows Vista/Windows 7: 

  1. Right-click on a blank area of your desktop and choose Personalize.
  2. Click Screen Saver.
  3. Set the Screen saver drop-down menu to None. Next, click Change power settings.
  4. Click Change plan settings for the currently selected Power Plan.
  5. Set Turn off the displayPut the computer to sleep to Never. Next, click Change advanced power settings.
  6. From the list of advance settings, click the + symbol next to the following items:
    • Hard Disk: set Turn off hard disk after to 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 Adaptive display to Off.
  7. When finished, click Apply, then click OK.
  8. Back on the Edit Plan Settings tab, click Save changes to exit. 

Windows XP:

  1. Right-click on a blank area of your desktop and choose Properties.
  2. Click Power.
  3. Click the Power Schemes tab.
  4. Set Turn off monitorTurn off hard disks, and System standby all to Never. Next, click the Hibernate tab.
  5. Disable Enable hibernation. Then, click OK.
  6. Click OK on the Display Properties screen to exit and return to your desktop.
Back To Top

Error: “Please set the Area Code to be used for 7-digit phone numbers in the OnDemand configuration screen. OnDemand jobs cannot be submitted without this vital information.”

When the PhoneTree software cannot detect the presence of the PhoneTree hardware during launch (usually caused by the Windows Device Manager failing to load/unload the PhoneTree USB drivers, or sleep and/or hibernate functions not properly waking the drivers), the Hardware not detected error message will appear. If No Hardware is selected on this screen, the PhoneTree software will use your computer's sound card for recording messages instead of the PhoneTree hardware and try to place calls using the PhoneTree OnDemand service. To switch back to using the PhoneTree hardware again, follow these steps:

  1. Exit the PhoneTree software.
  2. Disconnect the Power Adapter from the back of the PhoneTree unit and wait 30 seconds. Then, reconnect the Power Adapter. Windows should start re-detecting the PhoneTree hardware. 
  3. Launch the PhoneTree software. Note: If the Hardware not detected error message appears, or if the Call Center tab is NOT present on the desktop view after launching the PhoneTree software, then Windows did not properly re-detect the PhoneTree hardware during step 2. To remedy this issue, close the PhoneTree software then refer to the Reinstalling the PhoneTree Drivers instructions below. 
  4. Click Admin. Then, click the Configure Global Settings icon.
  5. Click on the Microphone tab and disable Use the sound card in my PC to record/play messages setting.
  6. Click OK to save your settings. You can now proceed with recording your message.

Disabling the "No Hardware" Mode PDF Instructions

Video tutorial

Downloadable PDF Video (requires Adobe Reader 9 or newer)

 

Reinstalling the PhoneTree Drivers:

If Windows was unable to re-detect your PhoneTree hardware in step 2, the PhoneTree USB drivers will need to be reinstalled for certain PhoneTree hardware components.  

Windows Vista/Windows 7:

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. When asked "How do you want to search for driver software?," select Search automatically for updated driver software.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select Install this driver software anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu.
  2. Click Properties, then click Hardware.
  3. Under Other Devices, you will need to right-click and select Update Driver Software for each PhoneTreeUSB item with a yellow exclamation mark shown.
  4. Once the Welcome to the Hardware Update Wizard screen appears, select Install the software automatically (Recommended) and click Next.
  5. Once Windows locates the drivers, it may ask for your permission to install them. If prompted, select No, not this time and click Next. Then, on the following screen click Continue Anyway.
  6. Once you have finished reinstalling the PhoneTree drivers for all required items, exit the Device Manager and relaunch the PhoneTree software.

 

To help avoid the PhoneTree hardware from experiencing this issue in the future, make sure the following settings are disabled in Windows:

Power Management:

To manage power, Windows XP, Windows Vista, and Windows 7 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:

Windows Vista/Windows 7: 

  1. In Windows, click the Windows logo (Start menu), then right-click on Computer and choose Properties.
  2. In the top-left area of the screen, click Device Manager
  3. Double-click the Universal Serial Bus Controllers branch to expand it. 
  4. Right-click on USB Root Hub, and then click Properties
  5. Click Power Management
  6. Disable Allow the computer to turn off this device to save power
  7. Repeat Steps 5 through 7 for each USB Root Hub. 
  8. When finished, click OK and close the Device Manager.
  9. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the power cable.
  10. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes. 

Windows XP:

  1. Right-click on the My Computer icon on the Windows desktop or in the Start menu. 
  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 on USB Root Hub, and then click Properties
  6. Click Power Management
  7. Disable Allow the computer to turn off this device to save power
  8. Repeat Steps 5 through 7 for each USB Root Hub. 
  9. When finished, click OK and close the Device Manager.
  10. Disconnect the Power Adapter from the PhoneTree unit, wait 20 seconds, then reconnect the Power Adapter.
  11. Wait for Windows to recognize your new hardware and loads the drivers. This step may take several minutes.

Hibernation/Sleep:

If PhoneTree works reliably from a reboot, but fails after the computer has been idle for an extended period, disable sleep mode and/or your screen saver and reboot your computer. To edit this setting:

Windows Vista/Windows 7: 

  1. Right-click on a blank area of your desktop and choose Personalize.
  2. Click Screen Saver.
  3. Set the Screen saver drop-down menu to None. Next, click Change power settings.
  4. Click Change plan settings for the currently selected Power Plan.
  5. Set Turn off the displayPut the computer to sleep to Never. Next, click Change advanced power settings.
  6. From the list of advance settings, click the + symbol next to the following items:
    • Hard Disk: set Turn off hard disk after to 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 Adaptive display to Off.
  7. When finished, click Apply, then click OK.
  8. Back on the Edit Plan Settings tab, click Save changes to exit. 

Windows XP:

  1. Right-click on a blank area of your desktop and choose Properties.
  2. Click Power.
  3. Click the Power Schemes tab.
  4. Set Turn off monitorTurn off hard disks, and System standby all to Never. Next, click the Hibernate tab.
  5. Disable Enable hibernation. Then, click OK.
  6. Click OK on the Display Properties screen to exit and return to your desktop.
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Error: “NewJobDB: 3204 Database already exists.”

This error is a result of the PhoneTree software trying to launch without Administrator access while User Account Control (a security feature in Windows Vista and Windows 7 designed to warn users when a program needs to make a change) is enabled. To prevent this error from recurring, the Run as administrator setting will need to be enabled for the PhoneTree software.

  1. Right-click on the Windows taskbar (located at the very bottom of your screen) and select Start Task Manager.
  2. Click the Processes tab.
  3. Under the Image Name column, right-click on PhoneTreeMVPu.exe (or PhoneTreeMVPu.exe *32 for 64-bit systems), then select End Process.
  4. A screen will appear, asking “Do you want to end ‘PhoneTreeMVPu.exe’?” Click End process.
  5. Close the Windows Task Manager by clicking File Exit Task Manager.
  6. On your desktop, right-click on the PhoneTree shortcut icon and select Properties.
  7. Click the Shortcut tab.
  8. Click Advanced.
  9. Enable Run as administrator. Then, click OK.
  10. Back on the PhoneTree Properties screen, click OK.
  11. A screen will appear, stating “You will need to provide administrator permission to change these settings.” Click Continue.
  12. Repeat steps 6-11 for any additional Windows user accounts used to operate the PhoneTree system.
  13. Launch the PhoneTree software.

Now, each time PhoneTree is launched, User Account Control will prompt the following message “Do want to allow the following program from an unknown publisher to make changes to this computer?” Click Yes to proceed. 

Note: Enabling the Run as administrator setting is a one-time setup and does not need to be repeated unless the PhoneTree software has been updated or reinstalled.

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Error: “NewJobDB: 91 Object variable or With block variable not set.”

This error is a result of the PhoneTree software trying to launch without Administrator access while User Account Control (a security feature in Windows Vista and Windows 7 designed to warn users when a program needs to make a change) is enabled. To prevent this error from recurring, the Run as administrator setting will need to be enabled for the PhoneTree software.

  1. Right-click on the Windows taskbar (located at the very bottom of your screen) and select Start Task Manager.
  2. Click the Processes tab.
  3. Under the Image Name column, right-click on PhoneTreeMVPu.exe (or PhoneTreeMVPu.exe *32 for 64-bit systems), then select End Process.
  4. A screen will appear, asking “Do you want to end ‘PhoneTreeMVPu.exe’?” Click End process.
  5. Close the Windows Task Manager by clicking File Exit Task Manager.
  6. On your desktop, right-click on the PhoneTree shortcut icon and select Properties.
  7. Click the Shortcut tab.
  8. Click Advanced.
  9. Enable Run as administrator. Then, click OK.
  10. Back on the PhoneTree Properties screen, click OK.
  11. A screen will appear, stating “You will need to provide administrator permission to change these settings.” Click Continue.
  12. If you also have the PhoneTree shortcut icon pinned to the taskbar, right-click on it, right-click on PhoneTree, and then click Properties.
  13. Click the Shortcut tab.
  14. Click Advanced.
  15. Enable Run as administrator. Then, click OK.
  16. Back on the PhoneTree Properties screen, click OK.
  17. Repeat steps 6-16 for any additional Windows user accounts used to operate the PhoneTree system.
  18. Launch the PhoneTree software.

Now, each time PhoneTree is launched, User Account Control will prompt the following message “Do want to allow the following program from an unknown publisher to make changes to this computer?” Click Yes to proceed. 

Note: Enabling the Run as administrator setting is a one-time setup and does not need to be repeated unless the PhoneTree software has been updated or reinstalled.

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Error: “Unable to save file: C:\Windows\Downloaded\Installations\{A83655D1-4560-8B93-B91A655 Access is denied.”

This error will appear if User Account Control (a security feature in Windows Vista and Windows 7 designed to warn users when a program needs to make a change) is enabled while installing the PhoneTree software. To prevent this error from recurring, you will need to right-click on the setup.exe file from the Installation CD and select Run as administrator. 

Please note: Before you can use the Run as administrator setting, you will need to clear the error message screen by clicking OK. Then, on the Browse for Folder screen, click Cancel.

For detailed instructions on how to install the PhoneTree software on Windows Vista or Windows 7:

Installing on Windows Vista PDF Instructions

Installing on Windows 7 PDF Instructions

Video tutorial

Downloadable PDF Video tutorial (requires Adobe Reader 9 or newer)

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