Pro-Lab Reference Guide

Transcription

Pro and Lab
Reference Guide
Revised 11/2007
1
2
Table of Contents
Introduction
About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Installation
Step One: Check System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Step Two: Install the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Step Three: Connect the Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Step Four: Install the Hardware Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14
Step Five: Connect Analog Phone Cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
Step Six: Verify Device Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
Step Seven: Disable Power Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18
Step ≠ight: Turn off PC Hibernation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
PhoneTree Hardware Functionality (While In Use) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20
Pro
About PhoneTree Pro Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24
Main Menu: Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25
Call Controls
Start New Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28
Resume Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29
Show Call Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30
≠xit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
Drop-Down Menus
Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45
Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
Studio Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48
Message Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52
Message Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53
Announcement Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54
Create Special Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55
Per Practice Transfer Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57
Say Name Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58
Daily Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
Call Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Test Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74
Configure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75
Phone Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76
Report Calling Options: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77
Call Times Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77
Call Options Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Transfer Options Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80
Advanced Options Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82
AutoReport Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Patient ≠-mail Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95
3
Table of Contents, continued
Global Options: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98
Report Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98
Dialing Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99
Misc Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
Auto Backup Options Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .101
Call Center Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .102
Microphone Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103
Start Button/Batch Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .104
Lab Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105
Blocked Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106
Text-To-Speech . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .110
Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .111
About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .112
≠nable/Check Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113
Switch SiteID (use demos) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114
Lab
About PhoneTree Lab Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116
Drop-Down Menus
Lab Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118
LabResults Utilities: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119
Lab Reports Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119
Remove Lab Jobs Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123
Library Messages Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124
Customer Imported Data Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126
LabResults AutoReports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127
Label Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131
LabResults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .133
Basic Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .134
Call Transfer Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136
Advanced Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137
LabReminder Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138
Label Printer Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .139
≠xport File System Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .140
Providers Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .141
Provider Groups Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .143
Lab Client Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145
Customer Imported Data Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146
Dialing In
Lab Client
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152
Call Center
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .156
Call Statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157
4
Table of Contents, continued
Troubleshooting
Pro: Pro Get Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .160
Pro/Lab: Line Card Not Found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .161
Pro/Lab: Please Connect Telephone Cord . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .164
Pro: No Match/NOT FOUND! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .166
Lab: Lab Will Not Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .167
Lab: No Message Available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .168
Pro/Lab: Checking DIP Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .169
Warranty Information
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .172
Regulatory Information
Index
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .176
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180
5
Notes
6
Introduction
7
About This Guide
About This Guide
This reference guide has been designed to be the ultimate resource for your PhoneTree Pro and/or
Lab system. Feel free to use this guide, during and after your training, to familiarize yourself with
the operation and various features of Pro and/or Lab on a daily basis. Be sure to keep this guide in
a handy, safe place until it is time for your training session.
We are always improving our product and support materials, so, for the latest PhoneTree Pro and
Lab Reference Guide updates, please visit www.phonetree.com/customersupport/downloads.htm.
Contacting Us
We’re here to help if you ever have questions. Keep the following contact information handy and let
us know anytime you have a question, comment or concern.
Toll-Free Customer Support . . . . . . . . .800.555.0559
Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . .800.245.4221
≠-Mail . . . . . . . . . . . . . . . . . . . . . . . . . [email protected]
USPS . . . . . . . . . . . . . . . . . . . . . . . . . . .PhoneTree
2400 Reynolda Rd
Winston-Salem, NC 27106
Notice of Liability
The information in this book is intended to be accurate and useful with the operation of your
PhoneTree. Personal Communication Systems, Inc. shall not have any liability for loss or damage
caused by directly or indirectly using the instructions contained within this book or by the
computer software and hardware products described in it.
8
Installation
9
Installation: Step One: Check System Requirements
Step One: Check System Requirements
Note: the following requirements are for PhoneTree systems containing up to 4 lines. For PhoneTree
systems larger than 4 lines, please contact Customer Support for recommended system requirements.
System Requirements (Minimum)
• Intel Pentium 4 or equivalent processor
• Windows® 2000, XP (32-bit) or Server 2003 (32-bit).
PhoneTree Pro/Lab is not compatible with Windows® 3.1, 95, 98, M≠, NT, Vista or Mac OS.
• RAM:
2000 . . . . . . . . . . 512 MB
XP . . . . . . . . . . . . . 512 MB
Server 2003 . . . . . 512 MB
• Hard Drive Space:
Pro. . . . . . . . . . . . . 1 GB
Lab . . . . . . . . . . . . 5 GB
• CD ROM Drive
• Color Monitor (SVGA) with 1024 x 768 resolution
• PhoneTree requires one USB port per unit. There is a max of 12 lines (3 PT-400 units or
6 G2PT units) per host controller card (true dual [or quad]).
In addition to the above requirements, the computer hosting PhoneTree must be:
• Configured and installed on the client network.
• Able to access the Internet for initial configuration, to receive online training and in case of
any future technical support needs from our Customer Support.
Note: PhoneTree is designed to allow operation in the background however, PCS cannot guarantee
compatibility or problem-free operation with other programs.
10
Installation: Step Two: Install the Software
CD
tion
a
l
l
a
Inst
Step Two: Install the Software
1. Insert the CD
Insert the PhoneTree Pro/Lab Installation CD in your drive. The Installer Menu should start
automatically. Choose Install PhoneTree Pro/Lab and enter the supplied Serial Code (found
on the inside of the software case) when prompted. If it does not start automatically, click on
Start £ Run £ Browse... £ Installer.exe (look for this file on the CD) £ click Open £ click OK.
The Installer Menu should then launch. To install PhoneTree Lab Network Client and/or Adobe
Acrobat Reader, simply relaunch the Installer Menu to select them.
2. Choose the Default Settings
Click on Next several times until the installation process starts. In order to assure reliable operation and ease of service, please DO NOT change the default installation information as it is
presented.
3. Finish Installation
If asked, choose “Yes, I want to restart my computer now” and click Finish. Do not start the
PhoneTree program at this time.
4. Install Text-to-Speech
Repeat this process for the Text-to-Speech software.
11
Installation: Step Three: Connect the Hardware
PT-400
a
Phone Line Jack
d Headphone/Speaker Jack
e Microphone Jack
b USB Cable Jack
c Power Adapter Jack
Step Three: Connect the Hardware
PT-400
1. Connect the phone cable
Connect an analog phone cable to each enabled phone jack. Depending on the number of lines
you ordered for your PhoneTree hardware, the four phone jacks on the back of each PT-400
unit may not be enabled.
2. Connect the USB cable
Using the supplied USB cable, connect the flat end to an available USB port on your PC and the
square end to the PhoneTree’s USB cable jack (b). A USB cable is required for each PhoneTree
hardware box (if all of your USB ports are in use, see page 10).
3. Connect the power adapter
Connect the supplied power adapter to the PhoneTree’s power adapter jack (c) and then insert it
into a wall power outlet or power strip.
4. Connect the headset microphone
Using the supplied headset microphone, connect the Headphone plug, or a set of computer
speakers, into the Amplified Speaker jack (d). Next, connect the Microphone plug into the
Microphone jack (e), located just below the Amplified Speaker jack. Note: if using more than
one unit, make sure that the headset microphone, or speakers, is connected to the unit that
contains lines 1-4.
12
Installation: Step Three: Connect the Hardware, continued
G2PT
a
Phone Line Jack
d Headphone/Speaker Jack
e Microphone Jack
b USB Cable Jack
DIP Switches
(See warning below)
c Power Adapter Jack
G2PT
1. Connect the phone cable
The G2PT’s single phone jack design (a) has the ability to be configured for 1 or 2 Line capacity.
Please see page 15 for instructions on how to connect to various wall jack configurations.
2. Connect the USB cable
Using the supplied USB cable, connect the flat end to an available USB port on your PC and the
square end to the PhoneTree’s USB cable jack (b). A USB cable is required for each PhoneTree
hardware box (if all of your USB ports are in use, see page 10).
3. Connect the power adapter
Connect the supplied power adapter to the PhoneTree’s power adapter jack (c) and then insert it
into a wall power outlet or power strip.
4. Connect the headset microphone
Using the supplied headset microphone, connect the Headphone plug, or a set of computer
speakers, into the SPKR jack (d). Next, connect the Microphone plug into the MIC jack (e),
located right below the SPKR jack. Note: if using more than one unit, make sure that the
headset microphone, or speakers, is connected to the unit that contains lines 1-2.
Caution! (DIP Switches)
The DIP Switches are pre-configured from PCS and should only be adjusted if there is an installation problem. For information on how to properly set the DIP Switches, please see page 170.
13
Installation: Step Four: Install the Hardware Drivers
Step Four: Install the Hardware Drivers
After the hardware steps on the previous page are completed, your computer may prompt you for
permission to install the hardware drivers for Windows. Check with your IT personnel to make
sure the Windows user login you plan to run PhoneTree with has the correct permissions associated with it. If the permissions are not set high enough, Windows will prevent you from moving
further with the installation.
If you are running Windows XP, you will be required to install the drivers manually:
Windows XP (with Service Pack 2)
Choose No, not this time and click Next. Choose Install the software automatically (Recommended), then click Next.
Next, you will be informed that the drivers have not passed Windows Logo testing. Be assured that
it is 100% safe to install the PhoneTree drivers on your computer. Simply click Continue Anyway
to proceed. Windows will prompt you to do this several times until the hardware is fully installed.
Note: if you accidentally pressed STOP Installation, unplug the power adapter from the PhoneTree box for about 10 seconds and then reinsert it. You should see Windows detect the hardware
again and then just follow the steps listed above.
14
Installation: Step Five: Connect Analog Phone Cable
Step Five: Connect Analog Phone Cable
G2PT
The G2PT’s single phone jack design allows it to be used for either a 1 or 2 line system. Depending
on how many PhoneTree lines you purchased will result in the amount of PhoneTree hardware
units you have. For example, if you have ordered a 4-line PhoneTree system, you will have two
PhoneTree units: one unit representing lines 1-2 and the other for lines 3-4. By using the supplied
cables and adapter, each PhoneTree unit can be configured to work with most any analog wall jack.
Using the examples below, choose the wall jack configuration that you will use and connect your
analog phone cable(s) as instructed. Note: these illustrations represent connections for one G2PT
PhoneTree hardware unit. If you have more than one PhoneTree unit, you will need additional wall
jacks enabled for each unit.
Single, Analog Wall Jack
(1-Line PhoneTree Unit)
or
Single, 2-Line Analog Wall Jack
Duplex Analog Wall Jack
Connect PhoneTree to either wall
jack using the 7-foot phone cable.
Connect PhoneTree to the wall jack
using the 7-foot phone cable.
2-Wire Jack
Duplex Analog Wall Jack
4-Wire Jack
Duplex Adapter
The Duplex Adapter, which is included with
each PhoneTree G2PT unit, contains special
wiring designed for the Duplex Analog Wall
Jack (2-Line) configuration. It will not serve
as a standard splitter. This adapter is not
found in stores and is only sold directly from
PhoneTree (www.phonetree.com/shop).
Connect PhoneTree to the 4-wire jack
on the duplex adapter using the 7-foot
phone cable.
Plug the adapter into either wall jack.
Using the 4-inch phone cable, connect
the 2-wire jack on the duplex adapter
to the remaining wall jack (see figure
above).
15
Installation: Step Five: Connect Analog Phone Cable, continued
PT-400
Unlike the G2PT model, each phone jack located on the back of the PT-400 represents one phone
jack, or line card, inside the PhoneTree unit. The PT-400 does not require special phone jack configurations; just an individual, analog wall jack for each phone jack enabled inside the unit. ≠ven
though each PT-400 unit has four phone jacks, all may not be enabled.
If your PhoneTree system has more than one unit, please refer to the outside packaging to
determine which number unit it is and how many PhoneTree line cards are contained inside of it.
16
Installation: Step Six: Verify Device Connection
Step Six: Verify Device Connection
Check to see if your PC recognizes your PhoneTree unit by doing the following:
a. Right-click the My Computer icon on your computer desktop and choose Properties.
b. Click on the Hardware tab and then the Device Manager button. Then scroll down to Universal
Serial Bus controllers.
c. Click on the + sign next to its icon.
d. You should see the following devices (exact descriptions vary) at a minimum:
Host Controller
USB Root Hub
PCS PhoneTree USB Line 01 (if you do not see the correct number of installed lines AND if
you have purchased more than 2 lines, follow the instructions in the Troubleshooting:
Checking DIP Switches section on page 170).
Other devices may be present. Leave this window open in order to complete the next step.
17
Installation: Step Seven: Disable Power Management
Step Seven: Disable Power Management
To manage power, Windows will attempt to disable USB when a device is not used. As the default
behavior, this often does not work correctly and may cause Windows to not properly recognize any
USB device (including PhoneTree). Because the default power management setting often causes
problems for PhoneTree and other USB devices and because you already have the Device Manager
open, go ahead and change the setting by completing the following steps:
a. Under the the Universal Serial Bus Controllers
branch, right-click a USB Root Hub, and then
choose Properties (see picture at right).
b. Click the Power Management
tab.
c. De-select the “Allow the computer
to turn off this device to save
power” check box (see picture at
right).
d. Repeat Steps a-c for each USB
Root Hub in your Device Manager.
e. Click OK, and close the Device
Manager.
18
Installation: Step Eight: Turn Off PC Hibernation
Step ≠ight: Turn Off PC
Hibernation
For Windows 2003 & XP:
The Windows hibernation or another power
management function sometimes interferes
with the operation of one or more of your
USB root hubs, which can cause problems
for PhoneTree. Resolve this by:
a. Right-click on a blank area of your
desktop and choose Properties.
b. Click on the Screen Saver tab.
c. Disable your screen saver by choosing
“None” from the drop-down, then click
the Power button (see picture at right).
d. Once the Power Options Properties
window opens, click on the Power
Schemes tab. Make sure that the
settings for your selected scheme
include the ‘Never’ setting for Turn off
monitor, Turn off hard disks and
System standby (see picture below
right). Now click on the Hibernate tab.
e. Make sure that the ≠nable hibernation
option is NOT selected on this
Hibernate tab. Click OK, then click OK
on the Display Properties screen.
19
Installation: PhoneTree Hardware Functionality
PhoneTree Hardware Functionality (While In Use):
G2PT
Your PhoneTree unit has been designed to stand up right or, if you have more than one unit,
stacked on its side to save room.
While in operation, your PhoneTree will use the built in L≠Ds to display the activity occurring with
it. Below is a description for each L≠D and how they function:
Line 1
Line 2
Power
Stacked PhoneTree Position
(ideal for multiple units)
Standing PhoneTree Position
(ideal for a single unit)
L1 (Line 1): This yellow light illuminates only while your PhoneTree is making a call on Line
1 and briefly turns off while switching between calls.
L2 (Line 2): Corresponds to the second phone line (if enabled) but otherwise identically the
same as Line 1 in light color and functionality.
ON (Power): This green light illuminates while your PhoneTree has power, regardless of
whether it is making calls or not.
Interference
If your PhoneTree experiences radio interference
while making calls, install a ferrite clip on the
phone cable close to the PhoneTree’s phone jack.
20
Installation: PhoneTree Hardware Functionality, continued
PT-400
Always make sure the green power light is on to be assured that your PhoneTree system is able to
make calls. The speaker can be used to listen to any call activity for your line of choice or you can
connect the headphones to listen to them privately. For more information about listening to calls
and choosing which line to hear, please see page 156.
Speaker
Power
USB
Interference
If your PhoneTree experiences radio interference
while making calls, install a ferrite clip on the
phone cable(s) close to the PhoneTree’s phone jack.
21
Notes
22
Pro
23
Pro: About PhoneTree Pro Settings
About PhoneTree Pro Settings
In this section, you will find information about every option and feature stored within the Pro
portion of the PhoneTree software. Most of these were programmed by a PhoneTree technician
during your installation and training, based on information you gave us. With time, you may find
that some settings need to be adjusted to better fit your practice due to holidays or growth.
With that said, while almost all of the options and features are accessible by you, some are
advanced and should only be adjusted with the supervision of Customer Support. This is mainly
due to the sensitivity or complexity involved with adjusting certain settings. While under our
supervision, we will help you to understand the intricacies involved with such a setting, while
teaching you how to use it for future adjustments. These settings will be marked with the
Advanced Setting graphic shown below:
If you see this graphic for an option
or feature, please call our Customer
Support for supervision.
As always, we are here to help you with any question or problem you might have with your PhoneTree Pro system. Please, never hesitate to give us a call!
24
Pro: Main Menu: Overview
Main Menu: Overview
The Main Menu welcomes you upon opening the PhoneTree Pro/Lab software. On this screen,
you will find the controls to start or restart your call jobs, view their progress or outcome, and
access to every setting stored within Pro/Lab.
B
D
A
C
A. Call Controls - These four buttons: Start New Calls, Resume Calls, Show Call Status and
≠xit are used to activate your calls and view their results. See the next few pages for information on each of these.
B. Drop-Down Menus - The Menu, Tools, Configure and Help drop-down menus each con
tain various options and features. ≠ach menu has its own chapter in this guide along with de
tailed information regarding its options and features. Note: if your system is Lab enabled,
please see that section of this guide for information on the Lab specific menus.
C. Auto Resume Timer - This timer will automatically launch the Resume Calls feature (see
page 29) after 5 minutes of inactivity on the Main Menu. You can pause the timer by simply
clicking on it and it will stay paused until you click on it again or restart the software.
D. Site ID - This unique number was assigned to your practice when you purchased your PhoneTree system. Please use this number when requesting Message Changes or other services for
your system.
25
Notes
26
Pro:
Call Controls
27
Pro: Call Controls £ Start New Calls
Start New Calls
Start New Calls, the first of the four Call Control buttons, imports your practice management data
file and starts the call process. Here is what happens when it’s activated; manually or automatically:
1. Start New Calls is manually or automatically activated. This causes
PhoneTree to import the data file created by your practice management software. Note: make sure that the data file from your practice
management software is created before Start New Calls is activated!
2. The information on the data file is then
extracted and processed by PhoneTree.
3. The Call Center launches and your calls
for the day will either begin or wait for the
scheduled start time, depending on your
preset call times.
28
Pro: Call Controls £ Resume Calls
Resume Calls
Resume Calls, the second of the four Call Control buttons, launches the Call Center without
processing a data file. This is useful if the Call Center was interrupted, such as a power outage,
when calls had already started going out or, if your system is Lab enabled, to ready the Call Center
for patients calling in to get their lab results or providers who dial in to leave Lab Results (see page
148). Once Resume Calls has been clicked, the Call Center will launch and PhoneTree will check
for previously started call jobs and/or ready it for Lab activity. If any call jobs are found, those calls
will resume during your preset call times.
If at any time you need to exit the Call Center for any reason (for instance, to restart the PC due
to a Windows update), simply click the Pause button in the Call Center. Any in-progress calls will
be finished before returning to the Main Menu. Pressing the Pause button three times quickly will
initiate the ≠mergency Stop (all calls, including in-progress calls, will terminate and the program
will return to the Main Menu).
Clicking Resume Calls will launch the Call Center. Its function
is to continue a previously started call job that has been
interrupted or, to simply launch the Call Center for Lab.
If the Pause button is pressed while PhoneTree is
making calls, the current call(s) will finish and
you will be taken to the Main Menu. If Paused is
pressed while no calls are going out, the Main
Menu will appear immediately.
29
Pro: Call Controls £ Show Call Status
Show Call Status
Show Call Status, the third of the four Call Control buttons, allows you to see in detail the results
of your past and present call jobs. With each call job, you can view such information as the time
patients were contacted and if their message was left with a person or an answering machine.
Call Status
Upon clicking Show Call Status, you will be presented with the Call Status screen for your current
call job(s)...
E
B
D
C
A
A. Jobs - By default, the Select From box is set to Current Jobs which displays the current call
jobs that are loaded in the Call Center. To view past jobs, select Archived Jobs (from the past
30 days [default]). Note: the Lab Results Jobs selection is not used by most systems.
B. Call Job Details - ≠ach call job, whether Current, Archived or Lab Results, will have
information corresponding listed in the following columns:
Description: Name of the call job (i.e., Appointments, Recalls, Collections, etc.).
File: This number represents the order in which the call job appeared. In Archived Jobs, this
number is listed as ARC (archived) instead of JOB (current).
Created: The date when the call job was imported into PhoneTree.
≠xpires: The date when the call job will cease to be called by PhoneTree. Depending on your
configuration, the date span between Created and ≠xpires can vary.
Placed: The total number of calls placed for this call job.
30
Completed: This ratio shows the actual number of people contacted (either by answering
machine or person) from the total number of entries on the list. Note: due to PhoneTree
filtering out duplicate and invalid entries (i.e., missing phone number), the number of entries
for each list does not always represent how many actual people should receive a call.
Pro: Call Controls £ Show Call Status, continued
Status: There are five different statuses that a call job can show:
Active - The call job is current and waiting in the Call Center to be called during the preset
call times.
Done - The call job was completed and had no incomplete call statuses.
≠xpired - The call job did not finish all call attempts and some entries may have incomplete
call statuses.
Idle - The call job has no entries to call. This could mean that the file imported into PhoneTree is insufficient. Try reimporting the file.
New - The call job has been restarted but the Call Center has not been launched.
Key File: This number represents an internal code used by PhoneTree technicians.
C. View Job button - Opens the View Job screen for the job that is currently highlighted.
D. Main Menu button - Takes you back to the Main Menu.
≠. Drop-Down Menus - While viewing the Current Call Job(s), you can access the File and
Modify drop-down menus for control of each call job (Modify is not available for Archived or
Lab Results Jobs). The contents for these menus are as follows:
File menu:
View Job - Provides a detailed view of the status, or results, of the call job selected. This
view can also be accessed by double-clicking on the call job itself or by clicking the View
Job button located beside the Main Menu button.
≠xit - ≠xits the Call Status screen and returns to the Main Menu. This provides the same
function as the Main Menu button located beside the View Job button.
Modify menu (Current Jobs only):
Archive Job - Forces the current job into the Archive Jobs database. This process is
normally performed automatically by Daily Maintenance during its preset time and is
normally not recommended to be used manually. Any active job that is manually archived
will no longer be called.
Remove Job (kill) - Deletes the call job from PhoneTree (not recommended).
Pause Job (suspend) - Pauses the call job until ReActivate Job is chosen.
ReActivate Job (resume) - Resumes a paused call job.
Start Job Over (initialize) - Resets the call job causing it to start over as if it was new.
Change ≠xpiration - Allows the expiration date of the call job to be changed. Note: if an
expired job is resumed, the expiration date must be changed.
31
View Job
To see your call job in detail, click the View Job button, double click on the job itself or click File £
View Job. Upon clicking either choice, you will be taken to the View Job screen...
E
A
B
C
D
A. Toolbar - This toolbar contains the following controls that are also located in the drop-down
menus File, View, Tools and Search:
Play: Plays back the message that the patient will hear or did hear during a PhoneTree call. To
listen to a patient’s message, select a patient and then press Play.
Volume: Raises and lowers the playback volume when Play is pressed.
Filter: Allows you to modify your current view or create your own. See page 34 for more
information on how to do this.
≠dit: Allows you to switch any message component that was originally imported into PhoneTree. To alter the original message build, select a patient and then click ≠dit. Note: this will
change the patient’s originally intended message, please use with caution!
Scripts: Displays the message contents of an ≠-mail or Text-To-Speech type message.
Find: Opens a search window which allows you to look for a patient, or change specific
components, within the current list using a variety of criteria.
Help: Displays some tips for using the View Job screen.
B. Columns - ≠ach view consists of a set of columns that make-up your call job by showing the
different message components it contains (i.e., Patient Name, Appointment Date,
Appointment Time, etc.). For more information on views and columns, see page 37.
C. Selected Patient - Displays the call job information for the selected patient.
D. Legend - If any patient displays either of these characters in any column, there may be a
problem with the information extracted from your practice management data file. Please call
PhoneTree Customer Support to notify us of this issue.
≠. Drop-Down Menus - While in the View Job screen, you can access the four, top drop-down
menus; File, Tools, View and Search, for further control. The contents for each menu are as
follows:
32
File menu:
Print... - Choose from a list of various report formats to print, preview or export the
currently viewed job. See page 39 for more information.
≠xit - ≠xits the View Job screen and returns to the Call Status screen.
View menu:
List - Resets the View Job screen to the default view (Standard View).
Filter/Sort - Opens the Report Views screen for the current call job which displays any
Saved Views currently on your system. See page 34 for more information.
Full Screen - Removes the bottom bar of the View Job screen, which contains Selected
Patient and Legend, to allow a larger view.
Summary - Displays the Call Status Summary which shows the number of calls that each
Call Status has accumulated.
Tools menu:
Block Numbers - Adds the selected patient to the Blocked Numbers database (page 106).
Remove Patient(s) - Prevents the selected patient from being called from the current call job.
Activate Patient(s) - Reactivates any Removed patients to be called from the current call job.
Show ≠xtract/Match Results - This menu item is for PhoneTree technician use only.
≠dit Person - Accesses the same window to edit patient information as the ≠dit button on
the toolbar.
Note: to select multiple patients, hold CTRL on your keyboard as you click on each
patient or, to select a group of patients listed together, click on the first patient, then
hold SHIFT key on your keyboard and click on the last patient.
Search menu:
Find/Change - Accesses the same window to search a call job as the Find button on the
toolbar.
33
View Job: Creating an Appointments Specific View
When your PhoneTree system was installed, a PhoneTree technician created a custom view which
displays all of the pertinent data your system is configured with (i.e., Providers, Locations,
Appointment Types, Call Times, Call Date, etc.). In addition to this view, you can create
Appointments Specific views that only query certain data. For our example, we will build a view
for the South Office and from the list of Providers, select only doctors Smith, Jones, Simpson,
Wagner, Young and Douglas to be included. When this view is selected to be used to review the call
job results, only the calls made for the South Office and those doctors will be displayed. Since there
is no limit the amount of views you can create, feel free to create as many as you need.
Note: changing the view will only affect the View Job screen and not your reports generated
during Daily Maintenance.
Click the Filter icon from the Toolbar.
Click Add New View.
1. Click Add New View.
Create a name for your
new view, then click OK.
2. In the window that appears, enter a name for your new view then click OK.
34
Highlight the new view and
click this arrow to move it to
the Appointments Specific box.
3. The newly created view will appear beneath the Standard View (default view) box. Now, with
the newly created view highlighted, click top Blue Arrow to move it to the Appointments
Specific box. To proceed, click Next.
4. On this screen, select each item you want to include in your view by checking the box beside it.
Remember, the point behind the example shown here is to build a view that only displays the calls
for the South Office and the doctors that work there. Appointment Specific views can be built to
include other criteria such as Appointment Types, not just what is shown here. Click Next.
35
Leave Call Status and Replies to
their default settings.
5. Use the Sort Order drop-down boxes to create (up to) a three-stage sort order by choosing
from thirteen different columns (Name, Phone, Translated Phone, Reply, Message, Call
Status, Practice, Grp B, Grp C, Grp D, Call Time, Call Date and Appointment Time-Date).
Note: some report formats will not use a sort order set here. Please speak with a PhoneTree
technician for information on which reports utilize sort order. To proceed, click Next.
Note: The Sort Order box should be the only section altered here. To ensure that you see every
entry on your call job, it is recommended to leave all call statuses unselected from the Call
Status box. The Replies box allows you to clear out any replies patients might have pressed
during their phone call (not recommended).
Check this box to highlight any patient entries
that will not be called from the list due to
duplicate entry, missing phone number, etc.
Change the font size of your
view by selecting Small,
Medium or Large Font.
6. The Columns box contains a list of columns that you can pick from to customize your view.
Note: the column combination chosen here will only affect the on-screen view. The reports
generated during Daily Maintenance use preset templates that may, or may not, utilize the
columns you choose. On the facing page is a complete list of those columns and a description for
certain ones. Due to the data that some of the columns show, there are two different categories:
36
User Columns - These columns will display information that may be useful to you.
Note: depending on your system configuration and what message components you are using, your
system may not utilize most columns. Please speak with a PhoneTree technician for suggestions as
to which columns may benefit you.
Technician Only Columns - These columns will display information that is used by PhoneTree technicians only. It is not recommended that you use these columns as part of your view
unless set by a PhoneTree technician.
Once you have chosen the columns you want for your view, click Finish.
The following is a list of the User and Technician Only columns and the definitions for the User
Columns:
User Columns
Index - The order in which each patient was imported into PhoneTree. This order is
determined by information in the practice management data file.
Patient Name - The patient’s name as it appears on the practice management data file.
Phone - The patient’s phone number as it appears on the practice management data file.
Translated Phone - The patient’s phone number after it has been converted for local or long
distance dialing.
Appt Time/Date - The patient’s appointment time and date as it appears on the practice
management data file.
Call Timer - The duration of a completed call (Ans By Person or Ans By Machine).
Call Counter - Amount of calls placed to a phone number. This number will increase
depending on the amount of retries to a No Answer response PhoneTree has been set to
(see page 78).
Total Call Counter - Total amount of calls that PhoneTree made for the entire call job
(complete or incomplete).
Replies - Displays the Touch-Tone Reply (see page 79) numbers a patient pressed while
interacting with their message.
Call Status - The response PhoneTree received during the last call attempt to a phone
number. For a list of Call Statuses, see page 157.
Call Time - The actual time of when the last call attempt was made to a phone number with
an Incomplete call status.
Call Date - The date of when the last call attempt was made to a phone number with an
Incomplete call status.
Message - The title of the outgoing message that will be delivered to a phone number.
Practice - Identifies which Practice to which a patient belongs. Depending on your PhoneTree
system, this column may display more than one Practice name.
Group B-F - The Group letters represent certain components (i.e., Provider, Location,
Appointment Type, etc.) of your message and can vary depending on your message content.
Please speak with a PhoneTree Pro technician for identity of your groups (if used).
Line Used - The specific line card number (within the PhoneTree hardware) that was used to
make a call.
Say Name - If enabled, this shows the name(s) of the patient(s) that will be announced
during the outgoing message.
37
≠-mail address - The e-mail address that PhoneTree will use to send a patient a copy of the
outgoing message.
≠-mail status - The outcome of the attempt to send a copy of the outgoing message to an
e-mail address.
Technician Only Columns
Tag
Status
Key
Unique Practice
AnsMachine OGM
Groups
dtDate/Time
Call Index
TDS
Msg Type
Unique B-F
Number No 9’s
Related Messages
≠MailFullScript
Link
Unique
Unique Map
Ans Machine Type
B-F Group
Combined Names
Combined Appointments
6. Upon clicking Finish, your new view will be presented to you. This should represent any
changes you made to the default settings. Remember, any changes you made to your view will only
be seen here and not in the reports generated during Daily Maintenance.
38
View Job: Printing or ≠xporting a Job to a File
Open the call job you intend on printing and/or exporting. Once there, click File £ Print and the
Print to Windows System Printer window will appear.
To Print a Job
Click Print to print the Report.
From the list of Formats,
select a Report to use.
To Preview any Report, click
Preview/Export.
Click Setup to choose from your
pre-installed Windows printers.
Click the Formats drop-down box and choose the report format you wish to use.
To see a preview of the report before you print it, click Preview/≠xport.
To print the report to the default Windows printer detected by your PC, click Print. If you would
like to print the report to a different printer, click Setup to choose from preinstalled printers on
your computer or network.
Below is a sample of the Standard Report:
The Standard Report simply shows the basic data regarding your call job. There are additional
reports built into PhoneTree that show more information depending on what your practice utilizes.
If none of the available reports meet your needs, you can order a custom-made report by contacting
Customer Support.
39
≠xport a Job to a File
After following the To Print a Job steps, click Preview/≠xport..., instead of Print to export your Job.
...then click Preview/Export.
Select a Report to use....
1. To see a preview of the report or to export the report to a file, click Preview/≠xport.
Click the Export Icon.
2. Once the Preview window appears, click the ≠xport icon (blue envelope with a red arrow),
located at the top of the screen.
select a file type to use.
Leave set to Disk file.
3. The ≠xport window will appear. Click the Format drop-down box, choose which file format
you want to generate and leave Destination set to Disk file. When finished, click OK.
Note: some formats may require specific settings to be configured.
40
4. Once the Choose ≠xport File window appears, select where you want to store the file and then
click Save.
41
Pro: Call Controls £ Exit
≠xit
≠xit, the fourth of the four Call Control buttons, simply closes the PhoneTree Pro software.
Caution: Since the PhoneTree Pro software must be running in order for calls to go out, only use
this button when you do not intend on any calls being made!
42
Pro:
Drop-Down Menus
43
Pro: Menu
Menu
Menu
Start New Calls - See Start New Calls (page 28).
Resume Calls - See Resume Calls (page 29).
Suspend Calls - Pauses the Auto Resume Timer (page 25).
Show Call Status - See Show Call Status (page 30).
Run AutoReports - Forces AutoReports (page 85) to ignore its scheduled time and process
reports immediately. AutoReports will still run during the next scheduled Daily Maintenance
time.
≠xit - ≠xits the program (page 42).
44
Pro: Tools
Tools
Tools
Dialing Setup - Stores the dialing rules for your area provided by you or your phone company.
PhoneTree uses this information to know which numbers to dial locally and/or long distance.
Studio Recordings - Provides access to modify outgoing message script and recordings. This
feature is designed for systems that do not have recordings performed through PhoneTree.
Message Mailbox - For PhoneTree systems with Transfer Option set to Mailbox (see page
80), this feature allows you to listen to the messages left by patients who pressed 0 during their
message.
Message Library - The Message Library is an advanced tool designed to allow previews of
messages for all practices.
Announcement Library - Provides access to create and review messages created for the
Create Special Announcement feature.
Create Special Announcement - Creates a substitute message that overrides the standard
outgoing message for that specific call job. This feature is useful to notify patients of bad
weather or other special notifications.
Per Practice Transfer Numbers - For PhoneTree systems with Transfer Option set to Per
Practice Transfer Numbers (see page 80), this feature stores the individual extension
numbers that are used for each practice.
Say Name Utilities - Provides the ability to create your own custom library of names which
can then be used to announce the patient’s name during the outgoing message.
Daily Maintenance - Forces the Daily Maintenance utility to run immediately (not recommended). This feature has been preprogrammed to run automatically and should not be used
unless instructed to do so by a PhoneTree technician.
Call Log - Allows you to create a report by querying calls based on several different criteria
such as date, call status, job, view and many others.
Test Call - This tool is used to test the phone lines that PhoneTree is using to make calls. This
is used by our technicians to make sure that your system can complete a call before the system
goes live.
45
Pro: Tools £ Dialing Setup
Dialing Setup (Tools £ Dialing Setup)
The Dialing Setup feature stores the dialing rules (provided by your local phone company) for
your local area codes. PhoneTree uses these rules to know how to dial each phone number it
extracts from your practice management data file. As time goes on, your phone company may
change the dialing rules in your area. If this happens, PhoneTree will need those new rules to be
entered to understand how to dial the affected area code(s).
For instance, if a phone company changed the dialing rules for a certain city, the phone number
that was once dialed as “205-1212” (7 digit) may now need to be dialed as “(555) 205-1212” (10
digit) in order to be completed. As this example shows, this phone number now requires the area
code to be included since it has been changed to use 10 digit rules. Another possibility would be
that a 7 digit number may need to be changed to 11 digit, or 10 digit to 11 digit. No matter the order,
the change is made for the same reason.
If your phone company ever makes such a change in your area, use the instructions below to update your PhoneTree system.
(555)
205- 1212
Area code Exchange
Number
User Method applies only to select
areas. Please speak with Customer
Support for more information on
this feature.
Upon accessing Dialing Setup, you will be presented with the ≠dit Table Method window. As
described in our example earlier, the next few steps will show you how to change the dialing rules
for an area code. Note: if your screen looks different than what is shown above, please call PhoneTree Customer Support for assistance.
Above, you will see that the example phone number, (555) 205-1212, has been divided into three
sections: Area Code, ≠xchange and Number. We see that “555” is the Area Code, “205” is the
≠xchange and “1212” is the Number. Taking our example, the phone company has now changed
the “205” exchange to no longer be dialed as a 7 digit number but instead, 10 digit. Using the ≠dit
Table Method, we will have to move the “205” exchange from the 7 digit column to the 10 digit
column. The reason behind this is, phone companies use exchanges to determine how phone
numbers are dialed within an area code.
46
Pro: Tools £ Dialing Setup, continued
Select an area
code to edit.
This radio button setting
is preset for your area.
1. First, we would click the area code drop-down box and choose which area code to edit. Beneath
the area code, check to see which radio button is being used. This determines how to move the
exchanges and shows how the majority of numbers are dialed for your entered area codes.
Note: the radio button for each area code has been preset for your dialing area and normally
does not require to be moved. However, if your dialing rules change after your system has been
implemented, the radio button may need to be moved. Please speak with Customer Support to
help decide what changes, if any, need to take place.
2. Then, we would click the Add button under the 10 digit column, type in the exchange “205”
and then press ≠nter on the keyboard. The “205” exchange has now moved into the 10 digit
column. To close the Add box, press ≠sc on your keyboard.
If you wish to remove an exchange from a column that an exchange has been moved to, select
that exchange and then click Delete. This will move the exchange back to the column with the
radio button.
Take a look at the 11 digit column and you will see some exchanges there too. Some areas may
use all three different dialing methods for certain area codes.
Repeat this method for any other area codes that need may need updating based on the rules set
forth by your phone company.
47
Pro: Tools £ Studio Recordings
Studio Recordings (Tools £ Studio Recordings
application>)
£
<pick an
Studio Recordings provides access to your outgoing message script and the recordings associated
with it for editing. This feature is ideal for customers that choose to do their own recordings
instead of having them performed by PhoneTree. If you do have your recordings performed by
PhoneTree and you wish to re-record them using someone else’s voice instead, these instructions
will explain how.
G
E
D
F
A
B
C
A. Message Snippets - ≠ach message consists of several snippets and each snippet represents
an individual recording. Certain snippets cannot be altered and some are multi-part (see D).
B. Section Preview - Displays the complete content of the selected snippet.
C. Message Preview - Displays script of the entire message in paragraph form and may show
some text without proper spacing (this has no impact on playback of the message itself).
D. Message Variables - These correspond to snippets that consist of more than one entry and
change in the message depending on what is read from the practice management data file.
Additional entries are contained in the drop-down boxes.
≠. Toolbar - These controls are used to edit and record the message:
Up: Shifts the selected snippet of the message up one level.
Down: Shifts the selected snippet of the message down one level.
≠rase: Removes the selected snippet from the message.
≠dit: Opens the Script ≠dit Box allowing the script for the selected snippet to be edited.
Volume: Adjusts the playback volume of the message in the headphones or speaker.
Record: Records the selected snippet via the headset microphone.
Play: Plays back the selected snippet.
Message: Plays back the entire message.
48
Pro: Tools £ Studio Recordings, continued
F. Message Types - There are three types of messages that PhoneTree uses to contact patients:
Message: The standard, recorded outgoing message. These recordings are either done by
PhoneTree or by someone in your office.
TTS: A message built for the Text-To-Speech engine; contains no custom recordings. This
message type is for advanced users, please call Customer Support for assistance.
≠-Mail: A message built for e-mail; no recordings are used. This message type is for
advanced users, please call Customer Support for assistance.
HTML ≠-Mail: A message built for HTML based e-mail; no recordings are used. This message type is for advanced users, please call Customer Support for assistance.
G. Drop-Down Menus - For the most part, the only top drop-down menu you will use on a
regular basis is Messages (only appears for systems with more than one message per message
type) to choose additional messages stored on your PhoneTree system. If you have more than
one message, click Messages £ <name of message> to select them. All other drop-down menus
(File, ≠dit, Insert and Record) should be used by advanced users or with the supervision of
Customer Support.
Studio Recordings: ≠diting and Recording
To edit and record a section of your message follow these steps:
Only select Message!
TTS, E-Mail or HTML E-Mail are
for advanced users. Please call
Customer Support for supervision.
1. Make sure Message, from the Message Types, is selected (this should be selected by default).
TTS, ≠-Mail, or HTML ≠-Mail is for advanced users, please contact Customer Support
for assistance.
2. If you see the drop-down menu Messages, click on that and choose the message you wish to
edit. As mentioned before, the Message drop-down menu only appears for PhoneTree systems
that have more than one message.
3. Once you have the message you intend to edit on screen, it is important to first find out who did
your recordings; PhoneTree or someone in your office? To listen to the entire message, make
sure your headset microphone is plugged into the back of the PhoneTree hardware and then
click Message (yellow arrow) from the Toolbar.
If PhoneTree recorded your message and you prefer us to do your recordings, do not make any
changes here and call Customer Support (charges may apply).
If PhoneTree recorded your message and you want to change it to your voice or if your message
was recorded by someone in your office, then you will need to be near the PhoneTree hardware
and use the headset microphone that was included with your system to record.
49
Single-click the section of the
message and you will see it appear
in the Section Preview box.
4. Select the snippet you wish to edit by single-clicking on it. This will highlight that particular
part of the message. Now look in the Section Preview box and you will see the text that
comprises that snippet appear there. Note: certain parts of the message are not editable. Those
parts are as follows: Apt Date/Time, For Name, Patients Name, Name or You,
Combine >>>>> and >>>>> Combine.
Click the Edit button and the
Script Edit Box will open.
5. Next, click ≠dit from the Toolbar and the Script ≠dit Box will appear. Change the text to what
you want it to say and when you are finished, click OK. A window will appear asking, “Do you
want to delete the existing voice file?”, click Yes. Clicking Yes removes
the old recording as it no longer matches the new text you have just
entered. Your message is comprised of snippets that are not all
complete sentences so make sure the section you edit does not
interrupt the flow of the message. For instance, in the example that
appears in the image above, the snippet used to say “If you have any questions, please call our
office...” and now has been changed to say: “If you have any questions about your appointment,
please call our office...”. The text stops after “office” with no period because the next snippet
will say the phone number like this: “at (555) 324-3434”. The sentence is divided into two parts
to allow the Message Variable, Location, to handle the phone number. This allows the
message to switch to a different location phone number without recording the entire sentence
for each location. More about recording message variables will be discussed in Step 7.
50
To record a section, select it and then click
Record. Click Play and Message to review.
6. The newly edited snippet will now have an asterisk in front of it signifying that there is no
recording attached to it.
To record the snippet, click Record from the Toolbar. Once clicked, the Record button will
transform into the Stop button, click that when you have finished recording. After the
recording is complete, the asterisk will disappear. Note: to avoid blank space from appearing at
the beginning and ending of each recording, make sure you start speaking the moment you
press Record and press Stop the moment you’re finished!
To review what you just recorded, click Play from the Toolbar. It is recommended that you also
click Message to review the message as a whole. This will catch any blank space between
recordings and tell if you were too loud or soft compared to the rest of the message. If there is
an issue with your new recordings, try adjusting the microphone and record again to fix the
problem.
Click the Message Variable drop-down
box to select an entry from within and
then use steps 4-6 to edit and record.
7. To edit a Message Variable section of a message, lets look at this example: Lets say your message contained the Message Variable Location and you wanted to make an edit to one of the
four locations stored there. First, click the drop-down box labeled Location and choose the
entry you wish to edit. Next, find any snippet in the message that is labeled LOCATION and
you will see those snippets of the message contain information about that specific entry. From
there, you can repeat steps 4-6 to make any edits needed. Repeat for any other Message
Variables that may need editing.
51
Pro: Tools £ Message Mailbox
Message Mailbox (Tools £ Message Mailbox)
If your PhoneTree message instructs patients to press 0 to leave a message, and your Transfer
Option is set to Message Mailbox (see page 80), then those messages will be stored here.
...and press Play to hear the
message.
Select the patient you wish
to hear...
To listen to a message left by a patient, connect your headset microphone to the PhoneTree hardware (see page 20 or 21), click on the name of the patient and press Play. To delete a message,
select it and then click Delete.
Expand any Message Variable
to categorize the messages.
The messages can be viewed all at once or, based on what Message Variables (i.e., Location,
Provider, Appointment Type, etc.) your messages uses, by expanding the Message Variables list on
the left to categorize them.
52
Pro: Tools £ Message Library
Message Library (Tools £ Message Library)
The Message Library is an advanced tool designed to allow previews of messages for all practices.
To ensure you fully understand the functionality of this feature, please first speak with
Customer Support for instructions.
53
Pro: Tools £ Announcement Library
Announcement Library (Tools £ Announcement Library)
Announcement Library stores the messages created for the Create Special Announcement
feature, also located within the Tools menu. For more information, please see the next page.
54
Pro: Tools £ Create Special Announcement
Create Special Announcement (Tools £ Create Special
Announcement)
The Create Special Announcement feature lets you temporarily substitute your daily outgoing
message for one created here. This is useful for special circumstances where you need to notify all
of your patients of an important event such as your office closing due to bad weather. To use
Special Announcement, you must first create your practice management data file, then follow these
instructions:
Depending on your system, more
than one report may appear here.
1. Choose the Report that you want to create a Special Announcement for, then click Rec/Play
Messages. Remember, the practice management data file for this report must be created before
you continue!
To create a new message,
click Add...
...then enter a name for the
message and click OK.
2. The Special Announcement Library window opens. To create a new message, click Add and
enter a message name, then click OK.
55
Pro: Tools £ Create Special Announcement, cont.
Click Record to start
recording your message.
3. Next, make sure your headset microphone is connected to the PhoneTree hardware (see page 20
or 21) and click Record to record your message. The Record button will transform into a Stop
button, click that to stop recording. To review what you just recorded, press Play. When you are
finished, click OK.
4. After returning to the Special Announcement screen, you will see your recently created
message now appears in the Choose a Message box. Now, choose the Report and Message (if
you have more than one of each) and then click OK. Calls will begin automatically and the
preset call times and days for the Report selected will be used.
Note: PhoneTree will reset back to your normal outgoing message once the Special
Announcement calls have been completed. If you wish to run the Special Announcement again
with another file and use the same message, simply create your data file then follow the
instructions in step 4.
56
Pro: Tools £ Per-Practice Transfer Numbers
Per-Practice Transfer Numbers (Tools £ Per Practice Transfer
Numbers)
The Per-Practice Transfer Numbers is a feature only for multi-practice PhoneTree systems. Since
only select systems can take advantage of this feature, please speak with Customer Support first.
If your Transfer Option is set to Per-Practice Phone System (see page 80), then your message is
informing patients to “press 0” to transfer to extensions within your office. This screen lets you edit
those extensions (if you ever need to change them) by simply typing in the field under the Transfer
To column. Note: you can only edit the Transfer To column; all other fields here are locked.
57
Pro: Tools £ Say Name Utilities
Say Name Utilities (Tools £ Say Name Utilities)
Before proceeding with this section, please note that this feature is only for PhoneTree systems with
the Say Names Option set to First Name and Record Missing Names (page 82). If your Say
Names Option is set to Text-To-Speech or No, this feature is not used in your configuration.
When your practice management data file is imported into PhoneTree, the patient names from the
file are extracted and then compared to the Pre-Recorded Names database stored within Say
Names Utilities. This database contains over 4,000 common, first-names which are used to announce patient names during your messages. If PhoneTree cannot find a name match in this database, a prompt will appear requesting that the missing name be recorded. Once recorded, an entry
will be created for each name and will then be stored in the User Recorded Names database. By
doing this, PhoneTree can use both the Pre-Recorded and the User Recorded databases together
to announce your patient names.
When a missing name is found during the data file import, you are prompted to record any missing
names at that point or you can wait and record them later.
Identifies the name that
was not found in the PreRecorded Names database.
Find First shows the first missing
name found during this scan.
Names are listed alphabetically.
Find Next proceeds to
the next missing name.
Shows the full name of the
patient that was missing
and ignores the last name.
Click Record to record the missing
name displayed as Found.
Say Names Utilities: Recording a Missing Name Upon Import
When missing names are first found, you will see this screen and be prompted to record them.
Here’s how:
Connect headset microphone is connected to your PhoneTree hardware (see page 20 or 21) and
then click Record to record the Found name.
To review what you just recorded, press Play.
Click Find Next to proceed to the next missing name. When all of the missing names have been
recorded, the word Done will appear. Click OK to allow PhoneTree to finish processing the file.
Note: the names recorded here are stored in the User Recorded Names database of Say Names
Utilities. While it is recommended that you record the missing names at this time, if you do not
wish to, you can skip this step by simply clicking OK. This will send the call job to the Call Center
with the missing names unrecorded and cause the message to lack the patient names for those
patients. To record the missing names at a later time, please see Recording a Missing Name
After Import on the following page.
58
Pro: Tools £ Say Name Utilities, continued
Say Name Utilities: Recording a Missing Name After Import
If you chose to record your missing names later, instead of during the data file import, you will
need to first access Say Names Utilities, then follow these steps:
Select which database
you wish to view.
1. The Names Utilities window displays the Name Library for either User Recorded Names or
Pre-Recorded Names.
The Pre-Recorded Names database displays all of the names that were installed with your
system. You cannot record over these names, but simply listen to them by clicking on the A-Z
letters at the bottom of the window.
The User Recorded Names database displays the names that you have recorded so far.
Click Record to record the selected name. Click Play to review it.
Find Next proceeds to
the next missing name.
Choose the job you want to
record missing names for.
2. Click on the Record Missing Names tab. Any deferred call jobs will appear in the left-sided
column as a JOB##.MDB file. You will need to click on each JOB##.MDB, one-by-one, to
record all the missing names. This screen works much like the one that first appears in the Call
Center. Click Record to record the missing name and click Play to review what you have
recorded. Click Find Next to record subsequent names until the word Done is displayed.
59
Pro: Tools £ Say Names Utilities, continued
Say Name Utilities: Manually Adding Unique Names and
Alternative Spellings
If you already know of a unique name or a name that has a unique spelling, you can add it to the
User Recorded Names database without waiting for it to be found. Here’s how:
Adding a New Name:
Click Add...
...then enter the
name and click OK.
1. Under the Name Library tab, select the User Recorded Names database. At the top of the
screen, click Add and a window will open. Type in the desired first name exactly as it appears
in your practice management system and click OK.
To record the name,
click Record.
2. Next, be sure your headset microphone is connected to the PhoneTree hardware (see page 20 or
21) and if the name is not selected, single click it. To record the name, click Record. The Record
button will transform into the Stop button, click that to stop recording.To review what you
recorded, click Play.
Repeat this process for any other names you wish to manually add.
60
Pro: Tools £ Say Name Utilities, continued
Adding an Alternative Spelling:
As previously stated, the Pre-Recorded Names database stores over 4,000 common first-names
that PhoneTree uses to match names to. Sometimes, an alternate spelling will cause an ordinary
name to appear as a missing name.
For instance, in our example we will use the name Staci as a name found missing. If we take a look
in the “S” library of the Pre-Recorded Names database, we will see the name Stacy, but not Staci.
≠ven though the name Staci is a common name, besides its various spellings, this version is what
makes it unique and require its own entry. Note: it is recommended that you first check the
Pre-Recorded Names database and find out what alternative spellings exist for a name before
adding one manually.
...then enter the similar
name and click OK.
Click Add Similar...
1. Under the Name Library tab, select the User Recorded Names database. Using the A-Z letters
at the bottom of the window, locate the name you wish to add an alternative spelling for. Once
you have found that name, single click on it and then click the Add Similar button. A window
will appear. One-by-one, type in an alternative spelling for the name you have chosen and then
click OK. For instance, the name Staci can also be written as Stacey or Stacie.
2. The end result should look like this. Since the name Staci can be written as Stacy, Stacey or
Stacie, with Stacy already existing in the Pre-Recorded Names database, we only have to add
Stacey and Stacie in addition to Staci. This means that when PhoneTree scans a file, it will use
one recording for all four spellings!
61
Pro: Tools £ Daily Maintenance
Daily Maintenance (Tools £ Daily Maintenance)
Daily Maintenance is a utility within the PhoneTree software that runs automatically at a preset
time (default time is 1 AM), every day. During this time, Daily Maintenance will clean up your
PhoneTree files, back up PhoneTree data (if enabled, see page 101) and process your AutoReports
(see page 85). There is no need to run Daily Maintenance manually from this menu unless
instructed to do so by Customer Support.
Note: in order for Daily Maintenance to run, your PC must be on during the preset time. If the
preset time of 1 AM causes a conflict with your office schedule, you can adjust it to better suit you.
If you choose to change the preset time, make sure that you set it to run after your call times are
scheduled to end. This will prevent Daily Maintenance from running in the middle of your call
job. For information, please see page 100.
62
Pro: Tools £ Call Log
Call Log (Tools £ Call Log)
The Call Log feature provides information on any call made with your PhoneTree system; past or
present. You can view the calls logs by using the Monthly Log or by clicking Query to create a
custom query based on a specific job, saved view or both.
A
B
D
C
A. Previous and Next - Provides navigation through Monthly Logs. To go backwards for past
months, click Previous. To move forward, click Next.
B. Query - Allows creation of a custom call log by selecting specific criteria (see page 64).
C. Columns - The columns that appear here are the same for either Monthly or Query logs.
Below are the definitions for each column:
Line: Represents the line card that was used inside the PhoneTree hardware to call the
selected patient. This number varies based on how many lines you have.
Job: Represents which call job each patient was a part of.
Translated Phone: The patient’s phone number after it has been converted for local or long
distance dialing.
Last Call Time: The time that the last call attempt by PhoneTree was made for each patient.
Last Call Date: The date that the last call attempt by PhoneTree was made for a specific call
job.
Status: This column is for PhoneTree technician use only.
Status String: The result of the last call made to a specific phone number. Also known as a
Call Status. For a list of all Call Statuses, see pages 157-158.
Replies: If your message uses Touch-Tone Replies (see page 79), this column will list which
number(s) patients pressed during their call.
63
Pro: Tools £ Call Log, continued
Practice: Identifies which practice each patient was a part of in the call job. Depending on
your PhoneTree system set up, this column may not display more than one practice name.
Group B-F: ≠ach Group letter represents certain components (i.e., Provider, Location,
Appointment Type, etc.) of your message and can vary depending on your message content.
Please speak with a PhoneTree Pro technician for identity of your groups (if used).
Print Order: This column is for PhoneTree technician use only.
Print Flag: This column is for PhoneTree technician use only.
D. Print - Creates a print out or file export of the log that's currently being viewed (see page 71).
Call Log: Creating a Custom Query
If the Monthly Log displays more results than you need or, if you need to narrow down your results
to certain criteria, the Query feature will help. After clicking Query, you will see that there are
four different queries to use. Besides having the ability to create a call log based on specific
information, you will also be able to save the settings so that the same query can be used again
later. Below is a description of each query followed by instructions on how to configure them:
Query by Job - Pulls a query based on a specific call job along with the option to include
Call Statuses, Touch-Tone Replies, and patient name and phone.
Query by Saved View - Pulls a query based on a specific view with the option to include a
date range and patient name and phone.
Query by Job + Saved View - Pulls a query that utilizes the combined features of Job and
Saved View queries.
Quick Query - Pulls a query based on a specific Report with the option to include Call
Statuses, Touch-Tone Replies, a date range and patient name and phone.
Query by Job
Click Open to load a
previously saved query.
1. Select Query by Job and then click Next.
64
Choose from All or the
Last 10, 50, or 100 jobs
to be displayed.
If your system has multiple
reports, select which report
to view.
Select which job you
wish to run a query on.
2. By default, All Jobs will be selected in the left Choose From drop-down box or you can select
from the last 10, 50 or 100 jobs. In the second drop-down box, you can choose from which report
to display (if your system uses multiple reports-i.e., Appointments, Recalls, Cancellations, etc.).
Then, from the list of call jobs, choose the job you wish to query on (only one job can be chosen
per query). Once these items are set, click Next.
To include all Touch Tone Replies,
leave set to ANY or, individually
choose which numbers to query.
To include all statuses, leave
set to ANY Status or, individually
choose which statuses to query.
3. Next, choose which Call Statuses (if any) you wish to include in your query. By default, ANY
Status is selected which will include all statuses in your query. If you wish to only view certain
statuses, click on all that apply. If your message(s) uses Touch-Tone Replies and you wish to
view only specific reply numbers, click all that apply. Once these items are set, click Next.
65
Click Save to use this
exact query again.
To query a specific patient only, enter
their name, phone number or both.
4. To only query a certain patient by either name or phone number, select each field you wish to use
and enter their information.
Click the Save button and create a unique name to save this query for later use. To use this query
again, click Open and select this query from step 1.
Click Finish to exit.
Query by Saved View
1. Select Query by Saved View and then click Next.
66
Select which view you
to include in the query.
2. From the Generic Views box, select a view and in the Advanced/Report specific drop-down
box, choose which Report to use. You do not need to click the View ≠ditor button. Once these
items are set, click Next.
exact query again.
Enter a date range to query for.
3. If you want include a date range as part of your query, enter it in the From and To boxes. To
only query a certain patient, by either name or phone number, enter their information in the
Name and Phone fields.
Click the Save button and create a unique name to save this query for later use. To use this
query again, click Open and select this query from step 1.
67
Query by Job + Saved View
1. Select Query by Job + Saved View and then click Next.
Choose from All or the
Last 10, 50, or 100 jobs
to be displayed.
to view.
Select which job you
2. By default, All Jobs will be selected in the left Choose From drop-down box or you can select
from the last 10, 50 or 100 jobs. In the second drop-down box, you can choose from which report
to display (if your system uses multiple reports-i.e., Appointments, Recalls, Cancellations, etc.).
Then, from the list of call jobs, choose the job you wish to query on (only one job can be chosen
per query). Once these items are set, click Next.
68
Select which view you
3. From the Generic Views box, select a view. You do not need to click the View ≠ditor button.
Once these items are set, click Next.
exact query again.
4. To only query a certain patient, by either name or phone number, enter their information in the
Name and Phone fields.
69
Quick Query
1. Select Quick Query and then click Next.
To include all Reports,
leave set to ANY Report
Type or, individually
choose which report(s) to
query.
To include all Touch Tone Replies,
leave set to ANY or, individually
choose which numbers to query.
To include all statuses, leave
set to ANY Status or, individually
choose which statuses to query.
2. If you have more than one Report, select which Report you wish to query or, select ANY Report
Type to include them all. Choose which Call Statuses (if any) you wish to include in your query.
By default, ANY Status is selected which will include all statuses in your query. If you wish to
only view certain statuses, click on all that apply. If your message(s) uses Touch-Tone Replies
and you wish to view only specific reply numbers, click all that apply. Once these items are set,
click Next.
70
exact query again.
Enter a date range to query for.
3. If you want include a date range as part of your query, enter it in the From and To boxes. To only
query a certain patient, by either name or phone number, enter their information in the Name
and Phone fields.
Call Log: Printing and/or ≠xporting a Call Log
To Print a Call Log
To print the current
call log, click Print.
1. To print your current call log, click Print.
71
Click OK for this message.
2. A window will appear informing you “This report can only be printed to your Windows System
Printer”, click OK. This will open the Print to Windows System Printer window.
Click to Preview the Report or, to
Export into a file. See To Export a
Call Log Into a File below.
3. The Print to Windows System Printer window appears. From the list of Formats, choose which
report you wish to use. To see a preview of the report before you print it, click Preview/≠xport.
To print the report to the default Windows printer detected by your PC, click Print. If you would
like to print the report to a different printer, click Setup... to choose from preinstalled printers on
your computer or network.
To ≠xport a Call Log Into a File
After following To Print a Call Log steps 1-3, click Preview/≠xport..., instead of Print, to export
your Call Log.
72
2. The ≠xport window will appear. Click the Format drop-down box, choose which file format you
want to generate and leave Destination set to Disk file. When finished, click OK.
Note: some formats may require specific settings to be configured.
3. Once the Choose ≠xport File window appears, select where you want to store the file and then
click Save.
73
Pro: Tools £ Test Call
Test Call (Tools £ Test Call)
The Test Call feature is primarily used by for testing the PhoneTree hardware and your analog
phone line simultaneously. In the event that your PhoneTree system cannot dial out or it is getting
error messages such as “No Dial Tone”, you can use the simple instructions below to individually
test each line by dialing the phone number of your choosing.
1. In the Name field, enter your name
and then in the Phone field, enter
the phone number you wish to call.
Note: be sure to enter the phone
number just as you would dial it on
a standard telephone.
PhoneTree has been programmed to
obey your phone company’s dialing
rules.
The Comment field is optional and
does not require an entry. Next,
click Message.
2. Before you can make a call, you must record a small
message. Before trying to record, make sure your
headset microphone is connected to the PhoneTree hardware (see page 20 or 21). Since this is
for testing, the message content is not important
but it needs to be at least 5-10 seconds long.
To record your message, click Record. To review
what you recorded, press Play.
When finished, click the cancel “X” in the top right
corner to close the window.
3. Once you have recorded your
message, click Call to start calling.
If PhoneTree experiences any
errors, they will be displayed here. If
your call does not go through,
please call Customer Support.
To erase any name or phone entries
stored here, click ≠dit £ Delete
from the top of the Test Call
window.
To exit, click OK.
74
Pro: Configure
Configure
Configure
Phone Lines - Stores the prefix and suffix settings (if required) for each analog phone line.
Report Calling Options - Stores the options that set the calling parameters for PhoneTree such
as call times and days, retry attempts, AutoReports, etc. These settings were programmed
during your installation by a PhoneTree technician based on criteria you gave us.
Global Options - Stores the options that have effect over the entire PhoneTree system such as
Auto Backup and Microphone settings.
Start Button/Batch Mode - Start Button/Batch Mode is an advanced tool that stores the
location path(s) for where PhoneTree acquires your practice management data file(s) for each
call job(s).
LabResults - This menu is part of PhoneTree Lab and is only accessible if it is enabled. Please
see page 134 for more information.
Blocked Numbers - Provides access to the current list of blocked patient phone numbers within
PhoneTree as well as the ability to add additional phone numbers.
Text-To-Speech - Stores settings for the Text-To-Speech software.
75
Pro: Configure £ Phone Lines
Phone Lines (Configure £ Phone Lines)
Unless your phone system, or phone line(s), go through any dialing changes after installation,
please do not make adjustments here without first consulting with a PhoneTree technician.
The Configure Phone Lines utility contains the settings that PhoneTree uses to know how to
access the analog phone line(s) connected to the PhoneTree hardware. Below are the descriptions
for each setting, most of which are default and should never need to be changed:
D
A
C
B
A. Lines - This column represents the installed line cards inside the PhoneTree hardware. Lines
that have dashes are not physically installed in the hardware, but are shown for capacity reasons
(the max that can appear are 48). By clicking on each line, you will see the dot beside Detected
show green or red. Installed lines will show green and non-installed lines will show red.
≠ach line has its own set of options that can be configured separately from other lines. See B
and C for those options.
B. Optional Line Access and Billing Codes - If your phone system uses analog phone lines,
you may be required to dial certain numbers before or after the phone number in order to complete a call. The Prefix field is used for numbers that are dialed before the phone number and
Suffix is used for numbers that are dialed after it. When dialing a Prefix or a Suffix, you will
need to use either a D (wait two seconds) or a T (wait for dial tone) with the numbers being
used. (i.e. 9D or 9T for Prefix, T9 or D9 for Suffix). This tells PhoneTree to either wait two
seconds or for a second dial tone before it starts dialing the phone number. Whatever your
Prefix or Suffix is, make sure you enter it for each line card that requires it appearing under
Lines (A).
C. Line Use - The settings stored here should be left to their defaults and not changed unless
instructed to do so by a PhoneTree technician.
D. Use Different Settings at Night - If your phone line settings change after a certain hour
each day, such as your Prefix or Suffix numbers, this feature allows you to set what time to
start the change and end it. Do not enable this feature without first speaking with a PhoneTree
technician.
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Pro: Configure £ Report Calling Options: Call Times Tab
Report Calling Options (Configure £ Report Calling Options)
Report Calling Options contains various call options such as Call Times and Days, Call Transfer
and AutoReports. When your PhoneTree system was first installed, these options were
programmed based on specifications chosen by you. Over time you may find that you need to adjust
certain options such as Call Times or how often you retry a phone number with no answer. Listed
below and on the next few pages, you will find the descriptions for each tab along with their settings
and how to change them. Note: to set options for additional Reports (i.e., Recalls, Collections, etc.),
click the top drop-down box to switch between them. This applies to all six tabs on this Report
Calling Options screen.
Call Times Tab
Reports
A
B
E
C
D
A. Call On Days - Select any day that PhoneTree should make calls on and Deselect any day it
should not.
B. Don’t Call Before/After - The Before setting equals the hour that PhoneTree will start
making calls and After equals the hour that the calls will stop. To change the Hour, Minutes
and/or AM or PM setting:
Click on each the Before and After hour under Sunday and the Set Time window will appear.
Make your adjustments and then click the cancel X in the top-right corner to close the window.
This will change every day, Sunday through Saturday, to the same Before and After times.
To set individual times for each day, see C. Note: be sure to double check the AM and PM
settings for each Before and After time you set. This will help to ensure your calls start and stop
at the intended times.
C. Allow Different Times for ≠ach Day - To set different call times for each day, select this
option. The Before and After setting for each day unlock for adjustment.
D. Use Pause/Resume - If you would like PhoneTree to temporarily stop calling patients for a
span of time during your call window, enable this option. Set Pause Call At to the time you
wish to pause your calls and Resume Call At the time you wish to your calls to resume. Note:
the time span you choose here must be within your call window set in B.
≠. Start Night Messages At - If you are using the Transfer Option (see page 80) and it needs
to switch to a different setting at a certain time, set that time here.
77
Pro: Configure £ Report Calling Options: Call Options Tab
Call Options Tab
F
G
H
I
J
K
L
A
B
C
D
E
A. Max Rings To No Answer - The amount of rings PhoneTree waits for a phone call to be
answered before determining a No Answer call status. This number can be set to 3-8 rings by
clicking on the number itself.
B. Max Allowed Answering Machine OGM in Seconds - The amount of seconds PhoneTree will wait for an answering machine’s outgoing message to finish. This number can be set
from 25-80 seconds by clicking on the number itself. Note: the recommended and default setting
for this option is 25. Before adjusting this option, please speak with a PhoneTree technician.
C. Max Call Attempts To Any Person - The amount of call attempts that PhoneTree will
make to a phone number that continues to be unanswered. Once all attempts have been made or,
a person or an answering machine answers, no further calls will be made that phone number.
This number can be set to 1-15 attempts by clicking on the number itself. Note: PhoneTree can
only call a phone number a maximum of 15 times in a single day due to FCC regulations.
D. Pause This Many Seconds After Message Finishes - The amount of seconds PhoneTree will stay connected after the message has finished playing. This option is ideal for messages
that end with a Touch-Tone Response. This number can be set to 0-5 seconds by clicking on the
number itself.
≠. Deliver Message To Answering Machine - When PhoneTree encounters an answering
machine, this option controls if and when a message will be left. The settings via the dropdown box are:
Always: PhoneTree will leave a message on any standard answering machine. This is the
recommended and default setting.
Never: PhoneTree will disconnect and plan another call attempt when it encounters an
answering machine.
After: PhoneTree will leave a message on any standard answering machine after the amount
of 1-15 attempts are set here.
Between: PhoneTree will only leave a message during the time span set here. Note: the time
span set here must be within your call window (see previous page).
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Pro: Configure £ Report Calling Options: Call Options Tab, cont.
F. Use Introduction (Confirm with 9) - This feature requests the person that answers the
call to press 9 if they are the patient the message is intended for. Depending on who answers the
phone and what they choose to do will result in how PhoneTree will react:
If 9 is pressed: the outgoing message will play.
If 9 is not pressed: the Introduction message will repeat two more times and then PhoneTree
will disconnect but retry the phone number again later.
If the call is answered by an answering machine: it will by bypass the Introduction message
and play the outgoing message.
Note: if you wish to start using this option on your system, please call Customer Support.
G. Hangup Detect - The amount of seconds that PhoneTree waits for disconnection from the
patient’s end. If a patient hangs up during this time span, the call will receive the call status
Hung Up ≠arly and PhoneTree will not call back. This number can be set to 1-360 by clicking
on the number itself. Note: do not set this option below 10 or above 20 to ensure proper call
logging.
H. Star To Repeat - Allows the message to be repeated if the patient presses the Star Key (*)
during playback. Note: if you wish to start using this option on your system, please call
Customer Support.
I. Play Message 2 Times - Plays the outgoing message twice with no intervention.
J. Dial 5 for Second Language - This option only appears on PhoneTree systems delivering
messages in an additional second language and simply enables the Touch-Tone Response
feature for it. For any assistance regarding this option, please call Customer Support.
K. Dial 6 for Language Select Menu - This option only appears on PhoneTree systems
delivering messages in more than two languages and simply enables the Touch-Tone Response
feature for it. For any assistance regarding this option, please call Customer Support.
L. TT Response - Controls the functionality of each Touch-Tone Response. Additional
recording and configuration are required to utilize TT Responses. Please contact Customer
Support for assistance with using this feature.
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Pro: Configure £ Report Calling Options: Transfer Options Tab
Transfer Options Tab
A
B
If your Transfer Options tab is set to OFF and you wish to use this feature, please call Customer
Support for assistance.
A. Call Transfer Option - Controls how a call is transferred when your message requests that a
patient presses 0. PhoneTree has three methods for transferring and each has a unique
configuration programmed by a PhoneTree technician. With that said, if you plan on changing
your Transfer Call setting, please call Customer Support before doing so. Below are
descriptions for each transfer method and the settings they contain:
Message Mailbox: Transfers the patient to the Message Mailbox part of the PhoneTree
software (see page 52). Messages left by patients are stored on the hard drive of the same
computer PhoneTree is installed on.
Upon enabling this method, the Mailbox Record Quality drop-down box will appear. From
here, select either Lowest, Medium (recommended) or Best. The quality also determines the
file size of the recorded message.
Phone System: Transfers the patient to an extension within a digital phone system. In order
for this method to work, PhoneTree must use analog phone lines that are a part of the digital
phone system.
Upon enabling this method, the Transfer Call and Hook Flash Delay settings will appear:
In the Transfer Call box, enter a valid extension of your phone system.
The Hook Flash Delay number should be set to 3 and only changed by a PhoneTree
technician if transfer problems exist.
Per Practice Phone System: Transfers the patient to the extension of the practice they
appear under in PhoneTree. This method is only applicable for a Multi-Practice PhoneTree for
which the phone system is used and shared with separate locations.
Upon enabling this method, the Transfer Call and Hook Flash Delay settings will appear:
The Transfer Call box should be left blank. ≠xtensions for each practice are entered in
the Per Practice Transfer Numbers feature located in the Tools menu (see page 57).
The Hook Flash Delay number should be set to 3 and only changed by a PhoneTree
technician if transfer problems exists.
80
Pro: Configure £ Report Calling Options: Transfer Options Tab, cont.
B. Use a Different Transfer Method at Night - ≠nables the Night Time Setting transfer
method and renames the standard transfer method to Day Time Setting. This adds the ability
for PhoneTree to switch transfer methods by using the time that is programmed for the Start
Night Message At (see page 77) setting.
For example, if your calls were made from 1:00PM to 8:00 PM and the Start Night Messages
time setting was at 5:30 PM, the Day Time Setting could be set to Phone System and the
Night Time Setting to Message Mailbox. After 5:30 PM, any patient that chooses to be
transferred would go to the Message Mailbox and leave a message instead of going to the
extension programmed for Phone System.
Note: the default Start Night Message At time setting is 5:30 PM. If you intend on using this
feature, be sure to change this setting to your desired switch over time on the Call Times tab
(see page 77).
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Pro: Configure £ Report Calling Options: Advanced Options Tab
Advanced Options Tab
A
C
B
D
E
A. Job Control - Sets the priority for each Report (if more than one is being used) and when it
should expire.
Job Priority Level: ≠ach Report can be set to one of three different priorities; Highest
(default), Middle or Lowest. If two Reports are set to the same level, rank is then determined
based on the time each Report was imported into PhoneTree.
Job ≠xpires When: ≠ach Report can be set to expire after a certain number of days from
when it was imported into PhoneTree. This lets PhoneTree know how long a call job should
remain active before it stops attempting to reach everyone on the list. When trying to decide
which expiration setting to use, factor in these things: the number of PhoneTree lines you
have, your preset Call Times and Days (see page 77), and the number of patients in your call
job. Make sure that you give plenty of time for your call jobs to complete within the expiration
time you set. If you need assistance with choosing the correct setting, please call Customer
Support. Below, you will find a description for each expiration setting:
Daily (default) - The Report will expire the next calendar day from the day it was imported.
Weekly - The Report will expire seven calendar days from the day it was imported.
Monthly - The Report will expire the next month on the same numbered calendar day
from when it was imported.
Never - Report will continued to be called until all Call Attempts (page 78) are exhausted
instead of expiring in a certain amount of days.
On ≠arliest Apt Date - The Report’s expiration date is determined by the appointment
within the file with the earliest calendar day.
On Latest Apt Date - The Report’s expiration date is determined by the appointment
within the file with the latest calendar day.
Allow Multiple Jobs of SAM≠ type: ≠nabling this feature permits more than one call job of
the same Report to be imported exist at the same time. Note: please speak with Customer
Support before disabling this feature.
82
Pro: Configure £ Report Calling Options: Advanced Options Tab, cont.
B. Say Name Options - Messages that announce patient names during the message use the
following options for control over name playback. Note: if your message does not currently
announce patient names and you wish to use this feature, please call Customer Support. There
are further configurations not shown here that must be performed.
Say Patient’s Name:
Off - There are no patient names being announced in the message.
First Name - Announces the first name of the patient.
Full Name - Announces the first and last name of the patient. Note: it is not recommended
to use this setting due to the number and complexity of last names in general. For more
information, please call Customer Support.
If your message is announcing patient names, it is recommended that one of the following
options be enabled (not selecting one of these options will result in some names not being
announced):
Record Missing Names: Prompts you to record any name not found in the Say Name
database when your practice management data file is imported (page 58).
Use Text to Speech for All names: Uses the Text-To-Speech engine, instead of the Say
Names database, to announce all patient names. No recording is required.
Use Text to Speech only for Missing names: Uses the Text-To-Speech engine to
announce any name not found in the Say Name database. No recording required.
C. Remove Duplicates - Removes or allows contact of patients that appear on your practice
management data file with more than one appointment time (duplicate entries).
Keep Duplicates: ≠ach duplicate appointment entry will be contacted; Call Attempts (see page
82) will still apply.
Same Phone: Only the earliest appointment time entry from duplicates containing the same
phone number will be contacted.
Same Name and Phone: Only the earliest appointment time entry from duplicates containing the
same name and phone number will be contacted.
Same Message and Phone: Only the earliest appointment time entry from duplicates containing
the same message name and phone number will be contacted.
Same ≠-mail (≠-mail Mode Only): Only the earliest appointment time entry from duplicates
containing the same e-mail address will be contacted. See page 95 for additional e-mail options.
Remove Blocked Numbers: Disabling this option allows all blocked numbers stored in the
Blocked Numbers database (see page 106) to be contacted (not recommended).
D. Output Options - These options are for recording completed call job information into a file or by
setting which calls are stored in the Call Logs (see page 63).
Create ASCII Results File: Creates an ASCII formatted file during Daily Maintenance that
contains pertinent information regarding the finished call job. The file will contain the call job
number it is listed under in Call Status (i.e., JOB01.out) and will be stored in the root directory
of the PhoneTreeProU folder (C:\Program Files\PhoneTreeProU).
Add date to Results filename: Creates the same file from the previous option but adds a date
stamp to the file name (i.e., JOB0102202007.out).
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Pro: Configure £ Report Calling Options: Advanced Options Tab, cont.
A
C
B
D
E
Call Logging: Determines which calls are stored in the Call Logs (page 63) when the call job
is completed.
Off - No calls are stored in the Call Logs (not recommended).
Completed Calls - Only calls with a Completed Call Status (see pages 157-158) are stored
in the Call Logs.
All Calls - ≠very call, regardless of its Call Status, will be stored in the Call Logs (default
and recommended setting).
≠. Cancellations - Allows you to send a message cancelling an appointment based on a specific
group (i.e., Location, Provider, Appointment Type, etc.) during the import of your practice
management data file. Note: other configurations must take place before this feature will work
as intended. If you wish to start using this feature, please call Customer Support to have it
enabled.
Manually Cancel Appts on ≠ach Import: A dialog window will appear to allow choice of
which group to use to cancel appointments. Note: In order for the file import to complete,
either a choice must be selected or the window will need to be cancelled.
Use Timer for Cancel Appointment Dialog: Same dialog window appears as above and
includes a timer in case no choice is made within 30 seconds (ideal for auto-importing PhoneTree systems).
84
Pro: Configure £ Report Calling Options: AutoReport Tab
AutoReport Tab
A
B
C
D
E
F
G
A. ≠nable Auto Report - ≠nables and disables the AutoReport feature.
B. Stored AutoReports - Lists all active AutoReports.
C. Modify - Opens the selected AutoReport for setting changes (if required).
D. Add - Opens the AutoReport Setup window for creation of a new AutoReport (see
Creating/Modifying An AutoReport).
≠. Delete - Deletes the selected AutoReport.
F. Print Table - Creates a print out, or file export, of the list of active AutoReports and the
settings for each (see page 93).
G. Test AutoReports - Allows any active AutoReport to be run to test functionality.
85
Pro: Configure £ Report Calling Options: AutoReport Tab, cont.
AutoReport Tab: Creating /Modifying An AutoReport
There are four output types of AutoReports you can create or modify: Print, File and ≠-mail.
Depending on which output type you choose, will determine the layout of the AutoReport Setup
window and the options it contains. There is no limit to the amount of AutoReports you can set up
so feel free to create as many as you need. AutoReports are generated during Daily Maintenance
which is set to take place at the same time each day (see page 100).
Note about ≠-Mail AutoReports: before using the ≠-Mail Auto-Report, make sure your e-mail
settings are properly programmed into PhoneTree. See page 96 for more information.
The following instructions can be used to Add or Modify AutoReports:
To create an AutoReport, click Add or click Modify to make changes to an existing one.
AutoReport: Print
A
B
C
D
E
F
A. Report Format - Select which report format that your AutoReport will use. To see a preview of
any report, see page 39.
B. Output To - Set to Printer.
C. View - Select which view that your AutoReport will use; Standard View (default) or a custom
created view. For more information about creating your own view, see page 34.
D. Select Printer for This Report - Select a printer from the available printers installed in Windows.
≠. Daily Report - Prints the AutoReport during Daily Maintenance.
F. Final Report - Prints the AutoReport only when the call job is complete or the preset Call Times
have expired.
To save your settings, click OK.
86
AutoReport: ≠-Mail
A
B
C
D
E
F
A. Report Format - Select which report format that your AutoReport will use. To see a preview of
B. Output To - Set to ≠-Mail.
D. File Type - Select the file format for the exported report. This will be an attachment to the e-mail.
≠. Daily Report - ≠-mails the AutoReport during Daily Maintenance.
F. Final Report - ≠-mails the AutoReport only when the call job is complete or the preset Call Times
have expired.
Next, click on the ≠-Mail Details tab.
G
H
C
D
G. To - ≠nter the e-mail address(es) the AutoReport should be delivered to.
H. From - ≠nter the e-mail address that the AutoReport is using.
I. Subject - ≠nter a subject for the e-mail (i.e., Appointment Reminder Results)
K. Optional Message To Recipient Regarding Report - If desired, enter a message that explains
what is contained within the e-mail (i.e., “Report for PhoneTree Appointment Reminders”).
87
AutoReport: File
A
B
C
D
E
F
A. Report format - Select which report format that your AutoReport will use. To see a preview of
B. Output to - Set to File.
D. File Type - Select which file format that your AutoReport will be exported in.
≠. Daily report - Creates the AutoReport during Daily Maintenance.
F. Final report - Creates the AutoReport only when the call job is complete or the preset Call Times
have expired.
Next, click on the Output File Details tab.
G
H
G. File Name - ≠nter the name you want the file called when it is created. Do not add a file
extension to the name, PhoneTree will automatically include that on the file.
88
Flags can be added to the name of the file to give it a unique signature. This prevents the file
from being overwritten the next time the AutoReport runs during Daily Maintenance. Below
is the list of flags, which can be used in any combination:
%y - Adds the day of the week the file was created.
%d - Adds the date the file was created.
%t - Adds the time the file was created.
%r - Adds the unique index number for the Job from the AutoReport table.
For instance, if you choose to name your report “Appointment Reminders”, add _%d and _%r
to the end of the file name (i.e., Appointment Reminders_%d_%r). Then, when the file is
created during Daily Maintenance, the current date and the unique index number will added
to the file name (i.e, Appointment Reminder_12082006_01.ext).
H. Output File Path - Stores the path of where the AutoReport file will be saved. Click Browse
for path... to set the path.
Do not edit this text!
Next, locate and double-click on the folder where you wish the backup to be stored, then
click Open. Do not edit the text stored in File Name box! Note: during the back up process,
PhoneTree will overwrite all previous back up files to keep them as current as possible.
89
AutoReport Tab: Testing AutoReports
To Test AutoReports
To test any AutoReport,
click Test AutoReports.
1. If you wish to test the functionality of any AutoReport, click Test AutoReports. Note: before
testing an ≠-Mail AutoReport, make sure you have configured PhoneTree to work with your
e-mail server (see page 96).
Click Next.
2. On the next screen, there is an explanation of the differences between Daily and Final Reports
as well as how many of each type you currently have. See page 86 for information on how to
program an AutoReport with either setting. Click Next to proceed.
90
Select a JOB.MDB file...
Click Next.
3. Select a JOB file from the list of JOB.MDB files on the left. Since this is to simply test the
functionality of your AutoReports, it doesn't matter which Job file you choose. Click Next to
proceed.
Once Done! appears....
...click Next.
4. Once the Status says Done!, click Next.
91
5. The AutoReport Queue Manager window appears. The Queue column displays how many
Job files you currently have loaded by showing the number of the Job (i.e., 01.mdb). The Info
window shows you information regarding the selected Job file as well as the configuration
settings for each AutoReport about to be processed.
If you only have one Job file, click Process to run all available AutoReports.
If you have more than one Job file, select which Job you want to use and click Process or click
Process All to run all available AutoReports for all Jobs.
To refresh the Info window, click Refresh.
To delete any file in the Queue window, single click on that file and then click Delete.
If you wish to leave this screen without processing any AutoReports, click OK.
92
AutoReport Tab: Printing and/or ≠xporting the AutoReport
Configuration Report
To Print AutoReport Configurations
To print the current AutoReport
Configurations, click Print Table.
1. If you wish to print your current AutoReport Configurations, click Print Table.
2. A window may appear informing you “This report can only be printed to your Windows System
Printer”, if so, click OK.
Click to Preview the Report or,
to Export into a file.
3. The Print to Windows System Printer window appears. To see a preview of the report before
you print it, click Preview/≠xport. To print the report to the default Windows printer detected
by your PC, click Print. If you would like to print the report to a different printer, click Setup...
to choose from pre-installed printers on your computer or network.
93
To ≠xport AutoReport Configurations Into a File
After following To Print AutoReport Configurations steps 1-3, click Preview/≠xport..., instead
of Print, to export your AutoReport Configurations.
2. The ≠xport window will appear. Use the Format drop-down box to choose which file format
Note: depending on which file format you choose, you may be asked to select different settings
pertaining to that file type.
3. Once the Choose ≠xport File window appears, select a destination and click Save.
94
Pro: Configure £ Report Calling Options: Patient E-Mail Tab
Patient ≠-Mail Tab
A
C
B
D
E
A. Send ≠-mail With Phone Call - ≠nables and disables the Patient ≠-mail feature.
B. Configure MAPI - Configures PhoneTree to work with your ≠-Mail server (see next page).
C. Choose One - Allows choice of how and when patient e-mails are sent out by PhoneTree:
I want to send a phone call and e-mail: Calls, then e-mails any patient imported with a valid
e-mail address and phone number supplied by your practice management data file.
I want to send an e-mail only: No phone calls will take place. ≠-mails any patient imported
with a valid e-mail address supplied by your practice management data file.
I want to send e-mails (but call if e-mail is blank): ≠-mails any patient imported with a valid
e-mail address supplied by your practice management data file. If an e-mail address is missing,
the patient will receive a phone call provided a valid phone number was imported from your
practice management data file.
D. My ≠-mail Message Will Be - Allows choice of which type of e-mail message being sent:
Simple Text Message: This type of e-mail message can be configured by you but excludes
appointment specific information such as Appointment Time and Date, Provider, Location, etc.
Constructed Message or HTML ≠-mail (requires additional configuration): This option
requires set up to be performed by a PhoneTree technician.
Constructed Message - A written form of your outgoing message including appointment
specific information such as Appointment Time and Date, Provider, Location, etc.
HTML - A preset, simple e-mail template with graphics that excludes appointment specific
information such as Appointment Time and Date, Provider, Location, etc.
≠. ≠nter a Subject, Optional Attachment, and Type Your ≠-mail Message in the
Space Below Subject: ≠nter the title of the e-mail message that will be sent to all patients receiving the
e-mail message
Attachment (optional): Attach a file that will be sent all patients receiving the e-mail message.
≠mail message (simple text message only): ≠nter the message that will be sent to all
patients receiving the e-mail message.
95
Pro: Configure £ Report Calling Options: Patient E-Mail Tab, cont.
Patient ≠-Mail Tab: Configuring ≠-Mail Settings
In order for PhoneTree to send an e-mail, either for a patient message or an AutoReport, it must be
configured to work with your company’s e-mail server. The following instructions will request you
enter the e-mail address that PhoneTree will use to deliver e-mails.
Note: it is recommended that you consult your Network Administrator before entering or changing
any settings shown here.
Click Configure MAPI.
1. From the Patient ≠-mail tab, click Configure MAPI.
Click Configure.
2. When the PhoneTree Mailer window appears, click Configure before the timer runs out.
A
E
B
C
D
F
G
3. The Configure ≠-mailer window opens. On this screen, enter your e-mail server information:
A. Your Name - ≠nter the name associated with the account that will be used for sending e-mails.
B. ≠-mail Address - ≠nter the e-mail address that will be used to send all e-mails from PhoneTree.
This e-mail address will appear as the Sender in the e-mail.
C. User Name - ≠nter a valid User Name for your e-mail server.
96
Pro: Configure £ Report Calling Options: Patient E-Mail Tab, cont.
A
E
B
C
D
F
G
D. Password - ≠nter the password associated with the User Name (C).
≠. Hostname - ≠nter the outgoing e-mail server name.
F. Test ≠-Mail Settings - After the above fields have been populated, click this button make sure
PhoneTree can communicate with your e-mail server. If the settings are correct, you will receive a
window stating “Test Successful!”. If you don’t, a window will appear stating “Failed to Connect”.
If you receive this message, see G.
G. More Settings - Contains additional settings that may be used to help connect to your e-mail
server if you received the “Failed to Connect” error. It is recommended that you consult your
Network Administrator before using these settings.
97
Pro: Configure £ Global Options: Report Tab
Global Options (Configure £ Global Options)
Global Options contains various options that, when changed, completely affect the entire PhoneTree system. Most of the options contained within this area are for advanced users and should be
configured with the supervision of Customer Support.
Report Tab
The options contained in the Report tab are for systems using a Printer Interface Box. Most
systems will not utilize this screen and any adjustments should be made under the supervision of
Customer Support.
98
Pro: Configure £ Global Options: Dialing Tab
Dialing Tab
The options contained in the Dialing tab should not require any modification unless your phone line
properties change. Any changes made here should be under the supervision of Customer Support.
99
Pro: Configure £ Global Options: Misc Tab
Misc Tab
A
B
C
A. Automatic Operation Settings - ≠nables (recommended) or disables Daily Maintenance
and sets the time it should run (default time is 1:00 AM). If you would like to change the time
Daily Maintenance runs everyday, click on the time setting for Daily Maintenance runs at
and the Set Time window will appear. Make your adjustments and then click the cancel X in
the top-right corner to close the window. Note: Daily Maintenance should only be set to run
after your Don’t Call After time setting (see page 77). This will ensure that your calls are
completed correctly and your AutoReports are processed.
B. Archive Settings - ≠nables (recommended) or disables Archive Last Call Jobs. After a call
job has been completed, this option will archive the job according to the settings below:
Max Archive Days: The number of calendar days that PhoneTree will store a call job once it
has been archived. Once this time is reached, PhoneTree will purge the job from the system. If
the Max Archive File setting is reached before the duration set here, it will override this
setting and purge the file then. This number can be set to 1-365 days by clicking on the
number itself.
Max Archive Files: The number of Archived Job files that must be reached before PhoneTree will purge the oldest file. If the Max Archive Days setting is reached before the amount
set here, it will override this setting and purge the file then. This number can be set to 1-500
by clicking on the number itself.
Max AutoReport Archive Files: Stores a back up copy of the file that is created by an AutoReport with its output set to File (see page 88).
Max AutoLabReport Archive Files: Stores a back up copy of the file that is created by a
AutoLabReport with its output set to File. This feature is only for PhoneTree systems with
Lab enabled. For more information on AutoLabReports, please see page 119, located in Lab
Tools section of this manual.
C. Other Settings - These are advanced settings that are only to be used when instructed to do
so by a PhoneTree technician.
100
Pro: Configure £ Global Options: Auto Backup Tab
Auto Backup Tab
A
B
A. ≠nable Auto Backup - ≠nables or disables Auto Backup. This feature only backs up PhoneTree
files stored within your Site ID folder (i.e., C:\Program Files\PhoneTreePROu\User\1234). If
enabled, at least one day of the week must be chosen to tell PhoneTree when to back up these files.
B. Backup Files To - Stores the path of where the Auto Backup files will be saved. Click Browse...
to set the path.
Do not edit this text!
Next, locate and double-click on the folder where you wish the backup to be stored, then click
Open. Do not edit the text stored in File Name box. Note: during the back up process, PhoneTree will overwrite all previous back up files to keep them as current as possible.
101
Pro: Configure £ Global Options: Call Center Tab
Call Center Tab
A
B
C
D
A. ≠xit Call Center To Process AutoReports - Sets PhoneTree to process AutoReports as
soon as a call job is completed instead of during Daily Maintenance (not recommended).
B. Check To Disable Screen Saver Operation While Calling - For Windows 2000
systems only. Disables Windows screen saver to stop the computer from Beeping (Dinging).
C. Show Ring Amplitude Bar Graph on Call Center - ≠nabling this option will show a
bar graph of ring signal amplitude in the Line Boxes on the Call Center. Ideally, the bar graph
will be in the green area.
D. Show Speaker Controls - ≠nabling this option allows speaker monitoring of phone calls.
102
Pro: Configure £ Global Options: Microphone Tab
Microphone Tab
Microphone Style - Sets PhoneTree to use one of three different type of microphone styles for
recording messages:
Microphone only: For a microphone only (no headset).
Microphone in headset: For a microphone that is part of a headset. This is the recommended
setting since your PhoneTree system includes a headset microphone.
Custom: For special microphones that require special adjustments to work. ≠nabling this
setting will reveal two sliders. Adjust the sliders so your message is loud, but not distorted.
Typically, both should be about the same (i.e., 6-6, 12-8, 4-7, [not 15-1 or 1-15]). Note: this is
not a “stereo” setting.
103
Pro: Configure £ Start Button/Batch Mode
Start Button/Batch Mode (Configure £ Start Button/Batch Mode)
The Start Button/Batch Mode feature stores the location path(s) for where PhoneTree acquires
your practice management data file(s) for each call job(s). Unless your data file(s) has a change to
its name or path location, this setting should not require any adjustments to be made for most
systems. If your PhoneTree does need to be updated due to recent practice management
system changes, it is recommended that you contact Customer Support for supervision.
This will help to ensure proper configurations take place and to check for any other data
file related setting that may need modifying.
104
Pro: Configure £ LabResults
Lab Results (Configure £ LabResults)
If your PhoneTree system is Lab enabled, please see page 134 for information on this menu.
If you click this menu item and get the warning above, it means your PhoneTree system is not Lab
enabled. For more information about Lab or to purchase it for your system, please call PhoneTree
Healthcare Sales at 866.370.1850.
105
Pro: Configure £ Blocked Numbers
Blocked Numbers (Configure £ Blocked Numbers)
The Blocked Numbers utility is used to block calls from PhoneTree for any patient by simply
entering their phone number into this database. This is useful for patients that may request not to
receive reminder messages or patients with hearing problems. Whatever reason it may be, anytime
PhoneTree imports a data file for any Report, it will reference this database and block any phone
number that appears here. Note: this utility does not use patient names to block calls, only the
phone number.
A phone number can be blocked in PhoneTree one of two ways: using this utility or by accessing
Show Call Status and blocking the phone number from a list (see page 33). Any phone numbers
that are blocked from Show Call Status will automatically be added to this area and display
Tagged from List in the Comment column.
C
B
A
A. Stored Blocked Number ≠ntries - Displays the list of patient names and phone numbers
that are being blocked in PhoneTree.
B. Search Bar - Searches the list of entries based on the full name of the patient (first and last
name must be entered). After entering a patient’s full name, click Find First to search for that
patient. Click Find Next to find additional entries that may have the same name.
C. Drop-Down Menus - While in the Blocked Number utility, you can access the three, top
drop-down menus: File, View and ≠dit, for further control. The contents for each menu are as
follows:
File menu:
Print - Print, or export to a file, a list of the stored Blocked Numbers (Name, Phone and
Comment will be included).
≠xit - Closes the Blocked Number utility.
106
Pro: Configure £ Blocked Numbers, continued
View Menu:
Sort By Name - Sorts the Blocked Number list based on the first entered name (first or last).
Sort By Phone - Sorts the Blocked Number list based on the phone number.
Refresh - Refreshes the Blocked Number list to organize any recent additions based on the
Sort setting.
≠dit Menu:
Delete - Deletes the selected Blocked Number which allows PhoneTree to start calling that
phone number again.
Blocked Numbers: Blocking a Phone Number
To Add a Phone Number
Single click in the Name field
that contains the asterisk.
1. Locate the line with the asterisk and single click on the blank Name field (the asterisk will now
move down and a pencil icon will appear where the asterisk was).
2. ≠nter the patient’s full name, in any order (i.e., John Doe or Doe, John), in the Name field.
3. ≠nter the patient’s phone number, including area code, in the Phone field (spaces or dashes
are not required).
4. ≠nter the reason the entry was made in the Comment field (optional).
107
Blocked Numbers: Printing/≠xporting the Blocked Numbers Report
To Print Blocked Numbers
To print the current AutoReport
Configurations, click Print Table.
1. If you wish to print your current Blocked Numbers, click Print from the File menu.
2. A window may appear informing you “This report can only be printed to your Windows System
Printer”, if so, click OK.
Click to Preview the Report or,
to Export into a file.
3. The Print to Windows System Printer window appears. To see a preview of the report before
you print it, click Preview/≠xport. To print the report to the default Windows printer detected
by your PC, click Print. If you would like to print the report to a different printer, click Setup...
to choose from preinstalled printers on your computer or network.
108
To ≠xport Blocked Numbers Into a File
After following To Print Blocked Numbers steps 1-3, click Preview/≠xport, instead of Print, to
export your Blocked Numbers.
109
Pro: Configure £ Text-To-Speech
Text-To-Speech (Configure £ Text-To-Speech)
This menu selection only appears if you have the Text-To-Speech software installed with your
PhoneTree system. Since the Text-To-Speech engine is optional for announcing messages or voice
files, not all systems may have this software. If you have questions regarding Text-To-Speech or
would like to obtain a copy, in either a female voice (Kate) or male voice (Paul), please contact
Customer Support.
The Text-To-Speech controls are split into two separate windows:
Text-To-Speech ≠ngine Settings - Controls the quality of the Text-To-Speech engine. The default
settings for this window (Advanced TTS ≠ngine and Large footprint) will give you the best
possible playback quality. There is no need to change these settings unless instructed to do so by a
PhoneTree technician. Click Advanced to access Voice Selection and Voice Quality settings.
Text-To-Speech Voice Settings - Controls the voice gender and quality settings.
Voice Selection: Choose from Kate (female), Paul (male) or Allow Choice for Text-To-Speech
playback. The Allow Choice setting lets you choose which voice to use in key places instead of
only using one throughout.
Voice quality settings: Controls the overall detail of the voice.
Volume - The playback volume of the Text-To-Speech voice. It is not recommended to adjust
this setting above 10.
Speed - The playback speed of the Text-To-Speech voice.
Pitch - The playback tone of the Text-To-Speech voice.
110
Pro: Help
Help
Help
About - PhoneTree software version and contact information is stored here.
≠nable/Check Features... - For more information on enabling any feature seen here, please
contact Customer Support.
Switch SiteID (use demos) - Use of this tool is rare and should only be accessed when suggested
by Customer Support.
111
Pro: Help £ About
About (Help £ About)
The About screen stores the version number of your PhoneTree Software and Customer Support
contact information.
The More button contains information used by PhoneTree technicians.
112
Pro: Help £ Enable/Check Features
≠nable/Check Features (Help £ ≠nable/Check Features)
Additional features can be added to PhoneTree via this screen. For more information on enabling
any feature seen here, please contact Customer Support.
113
Pro: Help £ Switch Site ID
Switch Site ID (Help £ Switch SiteID)
Switch Site ID allows the User folder to be swapped with a Demo folder for various purposes.
Most systems will not require this switch and it is recommended to only be performed under the
supervision of Customer Support.
114
Lab
115
Lab: About PhoneTree Lab Settings
About PhoneTree Lab Settings
In this section, you will find information about every option and feature stored within the Lab
portion of the PhoneTree software. Most of these were programmed by a PhoneTree technician
during your installation and training, based on information you gave us. With time, you may find
that some settings need to be adjusted to better fit your practice.
With that said, while almost all of the options and features are accessible by you, some are
advanced and should only be adjusted with the supervision of Customer Support. This is mainly
due to the sensitivity or complexity involved with adjusting certain settings. While under our
supervision, we will help you to understand the intricacies involved with such a setting, while
teaching you how to use it for future adjustments. These settings will be marked with the
Advanced Setting graphic shown below:
If you see this graphic for an option
or feature, please call our Customer
Support for supervision.
As always, we are here to help you with any question or problem you might have with your PhoneTree Lab system. Please, never hesitate to give us a call!
116
Lab:
Drop-Down Menus
117
Lab: Lab Tools
Lab Tools
Lab Tools
LabResults Utilities - Stores the controls for manually processing Lab Reports and Library
Messages.
LabResults AutoReports - Stores LabResults AutoReport settings for the various reports
available. This menu item only appears if LabResults Auto Reports is enabled (see page 127).
Label Printer - Stores the settings for the Lab Labels which are printed via the Label Printer.
This menu item only appears if the Label Printer feature is enabled (see page 131).
Note: the Label Printer feature, which includes an actual Label Printer, is optional and sold
separately from the standard PhoneTree Lab system. If you wish to purchase this feature, please
contact PhoneTree Healthcare Sales at 866.370.1850.
118
Lab: Lab Tools £ LabResults Utilities: Lab Reports Tab
LabResults Utilities (Lab Tools £ LabResults Utilities)
Lab Results Utilities contains the controls for manually running Lab Reports or recording
messages for your Lab Message Library.
Lab Reports Tab
A
B
C
D
A. Options - The list of reports contained here are used to show call activity happening within
Lab. Reports can only be ran manually from this screen. If you wish to set any of these reports
to run automatically, see page 127. Below are descriptions of the information that each report
will give:
Listened To Messages Log Report: Creates a report of patients that have listened to their
Lab Result message (within the date range you specify).
Not Listened To Messages Report: Creates a report of patients that have not yet listened to
their Lab Result message.
≠xpired/Deleted Messages Log Report: Creates a report of patients whose Lab Result
message expired due to it never being listened to by the patient (within the date range you
specify). ≠ach Lab Result message has a Un-Listened To Message Life (see page 134) and
this report simply shows the message reached the end of of this life span.
≠xpiration Warning Report: Creates a report of patients whose Lab Result message is about
to expire and be deleted from the system due to it not being listened to yet (within the date
range you specify). ≠ach Lab Result message has a Un-Listened To Message Life (see page
134) and this report simply states that the message is nearing the end of this life span.
Listened/Deleted Messages Log Report: Creates a report of the Lab Result messages that
were been removed from the system as a result of being listened to by patients (within the
date range you specify).
All Prior Activity Log Report: Creates a report for all Lab Result message related operations
(within the date range you specify).
119
Lab: Lab Tools £ LabResults Utilities: Lab Reports Tab, continued
Available Messages Summary: Displays, in a pop-up window, a summary of all available Lab
Result messages for the system.
Created Messages Report: Creates a report of all Lab Result messages created (within the date
range you specify).
Message Not Available Report: Creates a report that shows which patients, based on their
Patient ID, dialed in to retrieve their results and were told by the PhoneTree system, “Your
Results are not available at this time” (within the date range you specify). Simply put,
patients who receive this message are dialing into the system before their Lab Result message
has been entered.
B. Details - ≠ach report can be generated for a Provider Group or for an individual Provider. By
selecting Use Provider Groups, you can use the drop-down box to choose any preset Provider
Group or leave it unselected and choose by individual Provider or use ALL to include all
providers. For more information on Providers or Provider Groups, see pages 141-144.
C. Make Report - Creates the selected report and sends it to the default printer installed on the
PhoneTree computer.
D. ≠xport File System... - Compiles all Lab settings into an .mdb file for backup purposes.
Once clicked, a pop-up window will appear naming the file after the month and year (i.e.,
042007LAB.MDB). This file is located in C:\Program Files\PhoneTreePROu\LOGS. Note:
repeat runs of ≠xport File System during the same month will overwrite the .mdb file.
Lab Reports: Printing and/or ≠xporting a Report
To Print a Lab Report:
Click Make Report.
1. After selecting the report you wish to use, click Make Report.
Click Print.
2. This screen will appear, containing a summary of the information you have requested, including
a list of Actions (for a list of all Actions, see next page) that have taken place for each entry. Next,
click Print.
120
Click to Preview the Report
or, to Export into a file.
3. The Print to Windows System Printer window appears. From the list of Formats, choose which
report you wish to use. To see a preview of the report before you print it, click Preview/≠xport. To
print the report to the default Windows printer detected by your PC, click Print. If you would like to
print the report to a different printer, click Setup... to choose from preinstalled printers on your
computer or network.
The Action column.
While your report appearance may vary from the example used here, please know that each report
will show various columns of data based on the descriptions listed on the previous pages. Certain
reports use the Action column to display any activity that took place for each Lab Result message.
Here is a list of the possible Actions and their definitions:
Created - A message was created by a provider.
Recorded - A message was recorded by a provider and added to the patient’s mailbox.
Listened - A message was listened to by a patient.
Deleted - An un-listened to message has been deleted during Daily Maintenance.
Cleaned - A message that was Listened to has been Deleted during Daily Maintenance.
LibraryMsg - A Provider Library Message has been added to the patient’s mailbox.
ReportMsg - A Constructed Message has been added to the patient’s mailbox.
NotAvailable - A patient called in to request results, but there were no messages present.
121
To ≠xport a Lab Report Into a File
After following To Print a Lab Report steps 1-3, click Preview/≠xport..., instead of Print, to
export your Lab Report.
122
Lab: Lab Tools £ LabResults Utilities: Remove Lab Jobs Tab
Remove Lab Jobs Tab
The Remove Lab Jobs tab is used with Lab systems that are importing their lab data via an export
file from your practice management software. Since this is an advanced feature, it is recommended
that it be used under the supervision of Customer Support. Most Lab systems do not utilize this tab.
123
Lab: Lab Tools £ LabResults Utilities: Library Messages Tab
Library Messages Tab
A
B
D
C
When leaving Lab Results for patients, either by Dialing In or Lab Client, you can choose to
record the message live for each and every patient or use a pre-recorded Library Message created
here. Using Library Messages saves you time when leaving Lab Results for your patients and
allows the same, consistent message to be delivered for each type of Lab Result.
A. ≠xisting Library Messages - Lists the available Library Messages by ascending, numerical
order.
B. Optional Description - Displays the title of the selected Library Message.
C. Use Text To Speech - Uses the Text-To-Speech software to announce your Library Message.
D. Library Message Controls Add: Allows a new message to be added to the Library.
Delete: Deletes the selected message.
Record: Allows the selected message to be recorded using the headset microphone.
Play: Plays the selected message through the headset microphone.
Library Messages: Creating a Library Message
Click Add.
1. Click Add.
124
Lab: Lab Tools £ LabResults Utilities: Library Messages Tab, cont.
Enter any numeric value
from 1 to 9999...
...then click OK.
2. The Add New Lab Library Message box appears and requests that you enter a value of 1 to
9999 (while you can choose any number in this range in any numerical order, please note that
there is only a max number of 999 Library Messages that can be stored). This number will be
used to select the Library Message when accessing Lab by using the Dialing In method (see
page 148) to leave Lab Results for patients. After choosing a number, click OK.
3. You will now see an entry appear in the box on the left with the number value you chose (i.e.
1.wav). It is recommended that each entry have a title entered in the Optional Description
field to help identify it here and when using the Lab Client software (see page 152).
To record your message, make sure the headset/microphone is connected to the PhoneTree
hardware (see page 20 or 21) and then click Record. To review your message, click Play.
Repeat steps 1-3 for each additional Library Message you wish to add here.
If you prefer to use Text-To-Speech to announce your Library Message, enter your message
text in this box and then click Create TTS. Note: be sure to listen to any message being
announced by Text-To-Speech to make sure everything sounds correct.
125
Lab: Lab Tools £ LabResults Utilities: Customer Imported Data Tab
Customer Imported Data Tab
The Customer Imported Data tab is for systems using the LabReminder feature and is used in
conjunction with the tab of the same name found under the Configure £ LabResults Configuration
menu (see page 138). Since this is an advanced feature, it should be used while under the supervision
of Customer Support.
126
Lab: Lab Tools £ LabResults Utilities: LabResults Auto Reports
LabResults Auto Reports (Lab Tools £ LabResults Auto Reports)
Much like the AutoReport feature for Pro, Lab AutoReports automatically generates your choice
of Reports in various formats. In addition to the standard functionality of Pro AutoReports, the
Lab version also allows you to send a Report to a specific provider or to a group of providers and
choose which days of the week those Reports are sent out.
A
B
C
D
E
F
A. Stored Lab AutoReports - Lists all active Lab AutoReports.
B. Make Reports On - Allows selection of which day(s) of the week Lab AutoReports will run.
C. Modify - Opens the selected Lab AutoReport for settings changes (if required).
D. Add - Opens the Auto Lab Report Item window to create a new Lab AutoReport
(see Creating/Modifying a Lab AutoReport).
≠. Delete - Deletes the selected Lab AutoReport.
F. Clear Last Run Date - Resets the last recorded date that Lab AutoReports were processed.
127
Lab: Lab Tools £ LabResults Utilities: LabResults Auto Reports, cont.
LabResults Auto Reports: Creating /Modifying a Lab AutoReport
There are four output types of Lab AutoReports you can create or modify: Print, File, and ≠-mail.
The output type you choose will determine the layout of the Auto Lab Report Item window and the
options it contains. There is no limit to the amount of Lab AutoReports you can set up so feel free to
create as many as you need. Lab AutoReports are generated during Daily Maintenance which is set to
take place at the same time each day (see page 100).
Note about ≠-Mail Lab AutoReports: before using the ≠-Mail Lab AutoReport, make sure your
e-mail settings are properly programmed into PhoneTree. See page 96 for more information.
The following instructions can be used to Add or Modify Lab AutoReports:
To create a Lab AutoReport, click the Add button or click Modify to make changes to an existing one.
AutoReport: Print
A
B
C
D
E
F
A. Type of Report to Make - Select which report format that your Lab AutoReport will use. To see
a preview of any report, see pages 120-121.
B. Provider - Select which Provider, or enable Provider Groups (page 143) to use more than one
provider, for the patients you want to appear on the report.
C. Report for (#) Days Before the Date the Report Is Run - Select how many days of Lab
activity that took place before the day the report is run to appear on the report. This number can
be set from 1-60 by clicking on the number itself.
D. Report Format - Select which format you wish the Lab AutoReport to be generated in.
≠. Output To - Set to Printer.
F. Available Printers - Select a printer from the available printers installed in Windows.
128
AutoReport: ≠-Mail
A
B
C
D
E
F
A. Type of Report to Make - Select which report format that your Lab AutoReport will use. To
see a preview of any report, see pages 120-121.
B. Provider - Select which Provider, or enable Provider Groups (page 143) to use more than
one provider, for the patients you want to appear on the report.
C. Report for (#) days before the date the report is run - Select how many days of Lab activity
that took place before the day the report is run to appear on the report. This number can be set
from 1-60 by clicking on the number itself.
≠. Output To - Set to ≠-Mail.
F. File Type - Select which file format that your Lab AutoReport will be exported in.
Next, click on the ≠-Mail Details tab.
G
H
I
J
G. To - ≠nter the e-mail address(es) the Lab AutoReport should be delivered to.
H. From - ≠nter the e-mail address that the Lab AutoReport is using.
I. Subject - ≠nter a subject for the e-mail (i.e. Dr. Smith - Listened To Msgs).
K. Messages - If desired, enter a message that explains what is contained within the e-mail (i.e.,
“Report for Listened To Lab Results”).
129
AutoReport: File
A
B
C
D
E
F
A. Type of Report to Make - Select which report format that your Lab AutoReport will use. To
see a preview of any report, see pages 120-121.
B. Provider - Select which Provider, or enable Provider Groups (page 143) to use more than
one provider, for the patients you want to appear on the report.
C. Report for (#) Days Before the Date the Report is Run - Select how many days of Lab
activity that took place before the day the report is run to appear on the report. When using the
≠xpiration Report, this number represents the number of day(s) until the patient’s message
expires. This number can be set from 1-60 by clicking on the number itself.
≠. Output To - Set to File.
F. File Type - Select which file format that your Lab AutoReport will be exported in.
Next, click on the Output File Details tab.
G
H
G. Output To File Details - ≠nter the name the file should be called when it is created. Do not add
a file extension to the name, PhoneTree will automatically include that on the file.
H. Output File Name - Click Browse... and select a destination for the output file.
130
Lab: Lab Tools £ Label Printer
LabResults Label Printer (Lab Tools £ Label Printer)
The Label Printer function of PhoneTree Lab allows you to print out labels that show the date and
time a patient (identified by their patient ID or, if your Lab system imports its data from a file
provided by your practice management software, by their name) listened to their Lab Result. You
can then attach this label to any paperwork you keep in your practice for record keeping purposes.
Note: The Label Printer feature, which includes the actual label printer, is optional and sold
contact PhoneTree Healthcare Sales at 866.370.1850.
Once you access the Label Printer feature from the Lab Tools menu, you will see one of two
screens below:
No ≠ntries
≠ntries To Be Printed
If the window is blank, that means there are
no new labels to print at this time. Try back
after some patients have listened to their Lab
Results.
If the window is populated, you can print all
entries at once by clicking Select All and then
clicking Print Label(s). To print one entry at a
time, click on the entry you wish to print and
then click Print Label(s). For any entry that
you do not wish to print, simply click on it and
click Delete. You can also click Select All and
then click Delete to remove the whole list.
≠xample Label (Actual Size):
Patient ID
131
Lab: Lab Tools £ Label Printer, continued
Once an entry has been printed, it will be removed from the list and show up in the Last Label
Printed box.
When you are finished printing labels, click OK.
132
Lab: LabResults
LabResults
LabResults - This portion of Lab is accessed from the Configure menu.
133
Lab: Configure £ LabResults Configuration: Basic Tab
LabResults Configuration (Configure £ Lab Results)
The LabResults Configuration portion of Lab contains various options that control how Lab
information is received and stored plus other features that are used within Lab. When your
PhoneTree system was first installed, these options were programmed based on your specifications
and what best fit your practice. Over time you may find that you need to adjust certain options
such as Providers or Un-Listened To Message Life. Listed below and on the next few pages, you
will find the descriptions for each tab along with their settings and how to change them.
Basic Tab
A
B
C
D
E
F
G
H
I
J
K
L
A. Patient ID Size - The digit-size of the ID number that represents the patient in PhoneTree
Lab. This is the number used by you to leave Lab Results and used by the patient to retrieve
them. This number can be set from 3-10 by clicking on the number itself.
B. Use Patient PIN - Requires that an additional number (4 digit), created by you, be entered
by the patient to retrieve their lab results (not recommended).
C. Patient Confirms ID - Repeats the Patient ID to the patient once they have entered it
(recommended).
D. Provider Confirms ID - Repeats the Provider ID to user once they have entered it
(recommended).
≠. Auto Play After Record - When using the Dialing In method (see page 148) to leave Lab
Results, this will repeat the message once it has been recorded.
F. Use Female Menu - Utilizes the alternative female recordings to announce menu items.
G. Auto Play Library Message - When using the Dialing In method (see page 148) to leave
Lab Results, this will play back any Library Message chosen.
H. Allow Batch Library Mode - When using the Dialing In method (see page 148) to leave
Lab Results, this feature allows multiple Patient IDs to be entered under one Library Message.
This is ideal if you have more than one patient that falls under the same Library Message.
Note: once you enter the Batch Mode and have finished entering Patient IDs, you must
disconnect from Lab to exit this mode.
134
Lab: Configure £ LabResults Configuration: Basic Tab, cont.
I. Record Mode - Selects the record quality for Lab Result messages.
J. Mailbox Life - The number of days that a Mailbox, and the recordings within, will exist
before they are removed by PhoneTree. This life span is based on the date of the last recorded
message in the Mailbox. This number can be set from 7-1000 by clicking on the number itself.
K. Un-Listened Message Life - The number of days that a message that has Not Been
Listened To Yet by a patient will exist before it is removed by PhoneTree. This number can be
set from 7-365 by clicking on the number itself.
L. Listened Msg Life - The number of days that a Lab Result message that has been Listened
To by the patient will exist before it is removed by PhoneTree. This number can be set from
0-30 by clicking on the number itself.
135
Lab: Configure £ LabResults Configuration: Call Transfer Tab
Call Transfer Tab
A
B
C
D
A. Allow Patients to Transfer to Operator - ≠nables or disables the Call Transfer feature
within Lab. This allows any patient that is listening to their Lab Result to transfer to an extension (B) within your office by pressing 0. Your phone system must be able to transfer internal
calls to use this feature. Note: if you choose to use this feature, make sure you mention the
option to transfer in the Lab Result message.
B. Transfer Patient To - The extension within your phone system that a call will be transferred
to when 0 is pressed.
C. From - The starting time for Call Transfer feature. To change the hour, minutes and/or AM
or PM setting, click on the hour and the Set Time window will appear. Make your adjustments
and click the cancel X in the top-right corner to close the window.
D. To - The time that the transfer feature will end. To change the hour, minutes and/or AM or PM
setting, click on the hour and the Set Time window will appear. Make your adjustments and
click the cancel X in the top-right corner to close the window.
136
Lab: Configure £ LabResults Configuration: Advanced Tab
Advanced Tab
A
B
C
D
E
F
G
A. ≠nable Lab Results Auto Reports - ≠nables the Lab AutoReport feature (see page 127).
B. Dr. Menu Timeout (1 to 30 minutes) - When using the Dialing In method to leave Lab
Results, this is the amount of time (in minutes) before PhoneTree disconnects due to no activity.
This number can be set from 1-30 by clicking on the number itself.
C. Trim Last (2 to 10 tenths) of Message - When using the Dialing In method to leave Lab
Results, this is the amount of time (in tenths of a second) that is trimmed off the end of the
recording. This prevents the message from containing the sound the pound (#) key makes when
pressed. This number can be set from 2-10 by clicking on the number itself.
D. Max Record Time (1 to 10 minutes) - The maximum length of recording time (in minutes)
for a Lab Result message. This number can be set from 1-10 by clicking on the number itself.
≠. Record Pause Detect Seconds - When using the Dialing In method to leave Lab Results,
the amount of time (in seconds) that PhoneTree will listen for silence before automatically
stopping the recording process. This number can be set from 3-30 by clicking on the number
itself.
F. Automatically Backup WAV Files That Are Removed to ... - When enabled, anytime a
message has expired or is up for removal, this option will backup those recordings to C:\Program
Files\PhoneTreePROu\User\'site id'\Lab\WaveBackup. Note: be sure that you have ample
hard drive space available before enabling this feature.
G. Delay this many tenths of a second before greeting... - This number should be set to 3
and only changed by a PhoneTree technician if voice detection problems exists.
137
Lab: Configure £ LabResults Configuration: LabReminder Tab
LabReminder Tab
A
B
C
A. ≠nable LabReminder - ≠nables the LabReminder feature within Lab. This allows any Lab
Result that had the patient’s phone number entered along with the message, using the Dialing
In or Lab Client method, to receive a call from PhoneTree informing them their Lab Result is
ready to review. To record the LabReminder message, see C. Note: LabReminder is sold
separately and is not part of the standard Lab system. Additional set up is required aside from
enabling this option and can only be completed by a PhoneTree technician. If you are interested
in purchasing LabReminder for your PhoneTree Lab system, please call PhoneTree Sales at
866.370.1850.
B. Use Customer Imported Data for Phone Number - If your Lab system is importing its
data from a file provided by your practice managements software, this option will utilize the
patient’s phone number from that file for LabReminder calls. Note: this option requires
additional set up by a PhoneTree technician.
C. LabReminder Message - If your Lab system is LabReminder enabled, you can change the
message that patients receive here. To record your message, make sure the headset microphone
is connected to the PhoneTree hardware (see page 20 or 21) and then click Record. To review
your message, click Play.
138
Lab: Configure £ LabResults Configuration: Label Printer Tab
Label Printer Tab
A
B
A. ≠nable Label Printer - ≠nables or disables the Label Printer feature within Lab (page 131).
This allows PhoneTree Lab to print out labels that show the date and time a patient (identified
by their patient ID or, if your Lab system imports its data from a file provided by your practice
management software, by their name) listened to their Lab Result. You can then attach this
label to the patient’s paperwork you keep in your practice for record keeping purposes.
Note: The Label Printer feature, which includes the actual label printer, is optional and sold
contact PhoneTree Sales at 866.370.1850.
B. Label Template File - Sets the path to the template file that the label printer will use to print
labels. Click Browse to choose the template that was included with your Lab software.
139
Lab: Configure £ LabResults Configuration: Export File System Tab
≠xport File System Tab
The ≠xport File System tab is only used on select systems and should not be modified unless you
have received training for this feature by PhoneTree technician. Most Lab systems do not utilize
this tab.
140
Lab: Configure £ LabResults Configuration: Providers Tab
Providers Tab
The Provider tab stores the name and Provider ID code for each lab provider. Here, you can edit
or add new providers (up to 500). To access this area, enter the password: DRID.
A
B
C
D
To print a current list of Providers
and their Access Codes, click Print.
A. Providers - This column lists the 500 open Provider slots (slots 003-502) used for storing
Lab Providers and their Provider IDs. Click on each number to display its information. Note:
when using the Dialing In method, the following numbers are reserved for testing or remote
access and cannot be used as providers, please do not alter the settings for these slot numbers:
001: Used for testing PhoneTree Lab (ideal for practicing with Lab before going live).
002: Used for testing PhoneTree Lab (ideal for practicing with Lab before going live).
998: Used for accessing and changing the LabReminder message (if enabled).
999: Used for accessing and changing the messages stored in Message Library.
141
Lab: Configure £ LabResults Configuration: Providers Tab, cont.
B. Access Code - Stores the Access Code (Provider ID) for the selected Provider. The Access
Code can be up to 9 digits long but should never be below 3 digits to make it more secure.
≠very slot has a pre-populated Access Code that can be changed to whatever numbers works
best for you.
C. Desc/Name - Stores the name of the selected Provider. It is recommended that a name is
entered for each Provider to help keep track of Access Codes and which are entered into Lab.
To print a list of the current Providers and their Access Codes, click Print.
D. Comments - Stores notes or comments about the selected Provider (optional).
142
Lab: Configure £ LabResults Configuration: Provider Groups Tab
Provider Groups Tab
A
B
C
D
E
The Provider Groups tab is used for grouping Lab Providers together for reporting convenience
(see page 141). By putting your Providers into groups, you can save time with setting up Lab
AutoReports and in the future, allow new Providers to be added to your existing reports with
ease.
A. Provider Groups - Displays the current list of Provider Groups (up to 99 groups can exist).
B. Contains These Providers - Displays the current list of Lab Providers. Note: you cannot
add, remove or edit Lab Providers from this screen. See page 141 for instructions on editing
Providers.
C. De-activate Group - Removes the selected group.
D. Rename Group - Renames the selected group.
≠. Clear - Resets the current group’s provider listing.
Provider Groups: Creating a Group
To Create a Provider Group
Click this X to save group
name and close the Edit Box.
1. Select a “not used” group and then click Rename Group. The ≠dit Box will appear, enter the
desired name of the group and then click the X in the top-right corner.
143
Lab: Configure £ LabResults Configuration: Provider Groups Tab, cont.
With your new group
selected...
...click on which Providers
belong in this group.
2. With the newly created group selected, click on each Provider you want as a part of this group.
To deselect a Provider, simply click on it again. Once you have finished, click OK to exit and
save your settings.
144
Lab: Configure £ LabResults Configuration: Lab Client Tab
Lab Client Tab
A
B
C
A. ≠nable Lab Client for Addition of New Patients to LabResults - ≠nables Lab to
work with the Lab Client software (installed separately from Installation CD). For more information on how to operate Lab Client, see page 152.
B. Check for Files ≠very Minute - Sets Lab to look for new files submitted from using Lab
Client every 60 seconds.
C. Check for Files Only at Times Listed Below - Sets Lab to look for files submitted from
using Lab Client up to six different times during the day. To change the hour, minutes and/or
AM or PM setting, click on the hour and the Set Time window will appear. Make your adjustments and click the cancel X in the top-right corner to close the window.
145
Lab: Configure £ LabResults Configuration: Customer Imported Data Tab
Customer Imported Data Tab
The Customer Imported Data tab is for systems using the LabReminder feature and is used in
conjunction with the tab of the same name found under the Lab Tools £ LabResults Utilities
menu (see page 126). Since this is an advanced feature, it should be used while under the supervision
of Customer Support.
146
Lab:
Dialing In
147
Lab: Dialing In: Provider Access
Dialing In
As a Provider or a patient, using the Dialing In method to access the Lab system is quick and easy.
In this section, you will find the instructions for how to leave Lab Results as a provider and how
your patients will retrieve them. As you will see, either method is very user-friendly.
Provider Access
1. Log In: Call the Lab system at ( _ _ _ ) _ _ _ - _ _ _ _ *, or extension __________. When
prompted for a Patient ID, enter the confidential Provider ID for the Provider you wish
to log in as, followed by the pound (#) key.
2. ≠nter Patient ID: When prompted, enter the Patient ID number. This number is whatever
you have chosen to represent each patient (i.e. Social Security Number, Chart Number, Medical
Record, etc.), followed by the pound (#) key.
Follow Voice Prompts: Press the following numbers on your telephone keypad to complete the
desired operation(s):
1
Record a new message for the current patient
2
Play selected message
3
Delete selected message
4
Select a new patient
5
Select a message from your message library
6
Create an additional 4-digit PIN code for patient access and/or enter patient phone
number
7
Move back. one message (if patient has multiple messages)
8
Move forward one message (if patient has multiple messages)
9
Append to the current patient message
#
≠nd session
Included with your Lab system are instruction cards that list the voice prompts above. Make sure
that all personnel using the system has one of these cards:
Provider Access Card
(Green)
*Note: this is the number issued by the Phone Company corresponding to the phone line assigned
to your PhoneTree Lab system.
148
Lab: Dialing In: Provider Access, continued
Additional Notes on Provider Access
Provider Access and ID: Lab may be accessed from any touch-tone phone by dialing the main
Lab Access Phone Number and entering your confidential Provider ID followed by the pound (#)
key (see opposite page). All subsequent actions will be logged using this Provider ID.
Your Phone System: Depending on your phone system, access may require only dialing an
internal extension. Also, if your phone has a speed dial function, you may consider creating an
entry for Lab.
Provider Access Card: To assist you in accessing Lab Results, we have supplied your system
administrator with Provider Access Cards that summarize all Provider operations on one easyto-carry card (see opposite page).
Multiple Providers: Multiple Providers (using different Provider ID numbers) may create
messages for the same patient. The patient will simply hear each message in turn when they access
the system. If multiple Providers use the same Provider ID, then all activity will be logged under
the common Provider ID and you will not be able to create reports based on individual Providers.
Message Length: The maximum message length (see page 137) can be set from 1 to 10 minutes
(default is 3). Pressing the Append Key (9) allows you to add to an existing patient message, up to
the maximum length. If this is not sufficient, you may press the Record Key (1) to create
additional messages for the selected patient.
Message Life: Listened To and Not Listened To messages are automatically deleted after a
fixed number of days [the default is 1 (Listened) and 30 (Un-Listened), up to 365 possible] (see
page 134). All message activities (creation, listening and deletion) are logged to assure a complete
audit trail.
Reporting/Tracking: Lab provides comprehensive activity logging and query tools to track
system activity by Provider, Patient or Date. For more information on how to create Lab Reports
manually or automatically, see page 119 (manual) or page 127 (automatic). You can use these tools
to create printed reports to meet most needs.
Phone Lines/Access: Providers and patients share the same phone lines. When one line is busy,
the system automatically rolls over to the next available line inside the PhoneTree hardware. Only
when all lines are busy do you hear a busy signal. Patients frequently call in the morning and
evening. You may find it useful to establish a daily routine to avoid busy signals. If lines are
frequently busy, let your administrator know.
Message Library: The Message Library allows you to save routine messages. To create a
Library Message, log in using Provider ID #999 (not your individual Provider ID). Library
messages are identified by a unique 4-digit number, and can be given to a patient by pressing 5
after logging in with your individual Provider ID). You may also create new Library Messages
from the host computer using the Lab software (see page 124). It is helpful to keep a list of Library
Messages for easy reference. Your administrator may assign a sequence of numbers for general
use or for your individual use.
149
Lab: Dialing In: Patient Access
Patient Access
1. Log In: Patients will call the Lab system at ( _ _ _ ) _ _ _ - _ _ _ _*. When prompted for a
Patient ID, they will enter the number you have chosen for them (this number has to match the
number you used to store their lab results).
2. Retrieve Results: Upon entering the Patient ID, the Lab Result will play. From there, the
patient has the option of either repeating the result by pressing 1 or ending the call by pressing 2.
Additional Notes on Patient Access
Patient Access Card: Patients will leave your office with a Lab Results card to assist them in
retrieving their confidential message(s). The card includes the Lab access number, their confidential
Patient ID number, and an indication of when to call to hear their message(s). Your office may
want to customize patient cards with your practice name and logo.
Patient Access Card
(Blue)
When to Call: Make sure your staff understands the system. If it takes 3 days to get test results
back, tell the patient to call in four days. This gives you an additional day to enter the message and
assures patients do not call before their results are available. If patients do call in early, they hear a
message stating that “No results are available at this time.”
Patient Instructions: Patients simply dial the Lab Results access number on their card and
enter their Patient ID number. Their confidential message(s) will play. They have the option to
replay their message(s) or simply hang up. Of course, Lab tracks all patient activity so you know
who called to retrieve their message(s) and when.
What to Say
Sample Message: Messages should be brief but complete. For example:
“Hi Bob, this is Dr. Groves. The results of your cholesterol test were normal. Keep up the good
work! You should continue your diet and exercise program and I’ll see you again next month for
your scheduled follow-up.”
Inappropriate Results: If you have results that are inappropriate for a patient to hear from
PhoneTree, you can either 1) leave a simple message asking them to call you at your office, or 2) let
PhoneTree continue to give the “No results are available at this time” message and have your staff
contact them by phone. You could also create a generic Library Message asking them to call the
office during regular business hours as a “catch-all” when other options do not seem appropriate.
Message ≠tiquette: Speak slowly and clearly, especially when giving numeric data. Be sure to
use the patient name and identify who you are. If you want someone to call you back for more
information, be sure to give them a time when you will be easy to reach. Remember, the patient can
repeat the message on demand.
*Note: this is the number issued by the Phone Company corresponding to the phone line assigned
to your PhoneTree Lab system.
150
Lab:
Lab Client
151
Lab: Lab Client
Provider Access Using PhoneTree Lab Client
Lab Client is a separate application that can be installed on any Windows PC that meets
PhoneTree system requirements (see page 10) on your office network. It will allow you to create
patient Lab Results using your computer’s sound card and the headset microphone, instead of using
the Dialing In method. Before you begin using Lab Client, make sure you have connected your
headset microphone to the computer’s sound card, otherwise no recording will take place. Note: if
you plan to install Lab Client on more than one PC and record Lab Result messages from each,
you may want to purchase additional headset microphones.
1. Specify Path: Launch the Lab Client software. On this Locate PhoneTree PRO Application
dialog box, click the Browse button to find the PhoneTreePROu application on the PhoneTree
host computer over your office network. When you have located the application, click OK. Note:
you will only have to do this the first time you use the Lab Client software on any given machine.
Select your name
from the list.
Type your Provider ID
number here.
2. Log In: Choose your name from the list and type in your confidential Provider ID in the space
provided. Click OK.
To add a patient, click
this button.
3. Add a Patient: On the next screen (labeled LabResults Patient Mailbox Client), click the
Add Patient button.
152
Lab: Lab Client, continued
Enter the patient’s ID
number, then click OK.
4. Type in a Patient ID number on the Add Patient dialog, then click OK. Then (if desired) type
in a four-digit PIN code for that patient, and click OK.
Or use one of the pre-recorded library
messages by selecting it, then clicking
here.
Click Record, then choose
this option.
5. Record Your Message: Click the Record button, then choose Add New Message from the
pop-up menu. Begin speaking into the microphone immediately and click Stop when finished.
Click Play to review the message, and if desired you can click Record again to record over the
message. The message(s) that you have created for this patient will show up in the Patient’s
Mailbox window. Add a pre-recorded Library message to their mailbox if desired by selecting it
in the Pre-Recorded Library Messages window and clicking the Add to Mailbox button, or
you may drag a Library Message up to the Patient’s Mailbox.
6. Repeat for ≠ach Patient: Repeat the items in Step 3 above for each patient. When finished
with all the patients for this session, click the Submit button. Doing this will send the data to
the Lab system over the network, making the results available to those patients who call in.
Also, doing this will remove the patients from the list at left.
153
Lab: Lab Client, continued
Additional Notes on Provider Access
Message Length: The maximum message length (see page 137) can be set from 1 to 10 minutes
(default is 3). You may create additional messages for the selected patient by following Step 3 on
the previous page. A patient may have a maximum of 10 messages in their mailbox.
Message Life: Listened To and Not Listened To messages are automatically deleted after a
fixed number of days [the default is 1 (Listened) and 30 (Un-Listened), up to 365 possible] (see
page 134). All message activities (creation, listening and deletion) are logged to assure a complete
audit trail.
Reporting/Tracking: Lab provides comprehensive activity logging and query tools to track
system activity by Provider, Patient or Date. For more information on how to create Lab Reports
manually or automatically, see page 119 (manual) or page 127 (automatic). You can use these tools
to create printed reports to meet most needs.
Message Library: The Message Library allows you to save routine messages. To create a
Library Message, log in using Provider ID #999 (not your individual Provider ID). Library
messages are identified by a unique 4-digit number, and can be given to a patient by pressing 5
after logging in with your individual Provider ID). You may also create new Library Messages
from the host computer using the Lab software (see page 124). It is helpful to keep a list of Library
Messages for easy reference. Your administrator may assign a sequence of numbers for general
use or for your individual use.
154
Call Center
155
Call Center: Overview
Call Center: Overview
The Call Center is where all inbound and outbound calls take place. Whether you have a Pro, Lab, or
Pro/Lab PhoneTree system, the Call Center must be running during your preset call times and
when you intend on any call activity to take place. In addition to handling all call activity, the
Call Center is also responsible for processing your AutoReports and running Daily Maintenance
every day. Since the Call Center must be running while making calls, it has been designed to run
minimized in your Windows taskbar. This permits you to keep working on other programs while
PhoneTree makes calls!
There are two ways to launch the Call Center:
Import your practice management data file manually by clicking Start New Calls from the
Main Menu (depends on system set up). PhoneTree will then launch the Call Center after it
has processed the file.
Click Resume Calls from the Main Menu, this will launch the Call Center under the assumption that a previously started call job, or Lab activity, needs to be taking place. This is also the
method to use in case of a power outage or if the PhoneTree software is accidentally closed.
While the Call Center is operating, you will need to know the functionality of some of its features.
Please see the description below:
C
D
A
E
B
A. Line Status Boxes - ≠ach analog phone line installed with your PhoneTree system will be
shown as a separate Line box and can be monitored while a call is in progress. You will be able to
see the name and the number of the person being called in the white area, and the grey status bar
will display the different PhoneTree operations as they occur during the call. You will be able to
hear a line of your choice by clicking on the speaker icon in the upper right corner (the line being
listened to shows sound waves coming from the speaker icon).
B. Call Job Information/Status - This box displays the status of the current job: either Calling,
Idle, ≠xpired or Done. The Start Date and Start Time shown should correspond to the date
you last clicked the Start New Calls button from the Main Menu. This is your indication that
your daily patient file was correctly loaded and that the correct list of patients is being called.
156
Call Center: Overview, continued
C. Job Status Bar - This bar on the left side of the screen displays a list of each of your call jobs
(Appointments, Recalls, Lab Reminder, etc.), with a color-coded status icon for each (Calling
Now, Waiting to Call, Finished or Not Calling).
D. Pause - If for some reason you need to interrupt a call job in progress, click the Pause button
[click once to allow current call(s) to complete, three times to immediately interrupt any call(s)
in progress]. This is a safe way to exit out of the Call Center if you need to make changes to
your system configuration or reboot the PC–just be sure to relaunch the PhoneTree software
and click the Resume Calls button to restart your already in-progress call job, picking up where
you left off.
≠. Call Monitoring Controls - The Volume slider and the Mute button control the audio
coming from the PhoneTree speaker or, if you have your headset microphone connected, while
a call is in progress. To adjust the volume, simply click on the slider and move it up or down. To
mute the PhoneTree speaker, click the Mute button. If the sound is muted, the button will display a red box. These controls do not affect the sound your patients will hear during a call.
Call Statuses:
≠very patient in a call job receives a Call Status regardless if they received a call or not. Below is a
listing of every possible call status and its definition. You can view the Call Status either by
accessing Show Call Status (see page 30) or by reviewing your report that is generated during
Daily Maintenance.
Completed Call Statuses (message delivered)
Ans by Person
Message was delivered to a person
Ans by Machine
Message was delivered to a person’s answering machine
Ans by +Machine
Message was delivered to a person’s answering machine after a definite
beep was detected by PhoneTree
Ans by Pager
Message was delivered to a person’s paging device
Call Transferred
Person transferred by pressing ‘0’
In-Process Call Statuses (PhoneTree will re-attempt to deliver message)
BUSY
Phone was busy on last call to person
Not Called Yet
Person has not been called yet
Learned Machine
Person’s answering machine is ‘unique’ and was learned
No Answer
Person did not answer last call
9 Not Confirmed
Did not confirm delivery when asked to dial 9
Final Call Statuses (PhoneTree will not re-attempt to deliver message)
Hung Up ≠arly
Call was answered but responder hung up before message finished
Busy After Voice
Telephone company busy or off-hook service message
Called N Times
Line was busy or not answered for max attempts (up to 15) set by user
(see page 78)
Not Accepted
Did not confirm delivery (by pressing 9) after 3 call attempts
157
Call Center: Overview, continued
Not Selected Call Statuses
Not Selected
Person is not selected for calling
Removed as Dup
Person was removed from the call list by checking one of the options
on the Advanced Options tab of Report Calling Options (see page 82)
Blocked Number
Person is on the master Blocked Number list (see page 106)
≠rror Call Statuses (please check the phone number)
158
Call Failed!
≠rror detected during call (check for disconnected/changed number)
OGM Too Long
Call was answered by a machine, but its OGM (outgoing message) was
too long
Telco Message
Call was answered with a telephone company (Tri-Tone) S.I.T. tone
(disconnect/change)
No Connect
No signal detected after dialing (phone number is probably not valid)
Fax or Modem
Call was answered by a FAX machine or modem
Troubleshooting
159
Troubleshooting: Pro: Pro Get Report
Pro: Pro Get Report
Q. When I click Start New Calls I get an error message. What am I doing wrong?
A. If you receive a PROGetReport error message like the one below:
then the PhoneTree software can’t locate the data file from your practice management system.
Here are some things to try in order to address this issue.
Solution #1: Click Start New Calls only once a day
Your PhoneTree system has been configured to delete the original source file after importing. This
means that when you click the Start New Calls button, PhoneTree imports the file, creates its
calling list for the day, then deletes the file you exported from your practice management system
(PMS). Therefore, if you click Start New Calls a second time after you’ve already clicked it that
day, the datafile from the PMS no longer exists.
If you clicked Start New Calls by mistake, simply click OK on the above screen, then click
Resume Calls instead (see page 29) to continue your existing daily calling job(s).
If you wish to start a new call job today even after you’ve already clicked Start New Calls, click
OK on the above screen, go back to your practice management system and export your file again,
then click Start New Calls.
Solution #2: The name and/or location of your data file has changed—use original
information
Your PhoneTree system has been configured to read a file exported from your practice management system (PMS) with a certain name and saved to a certain location. If the file exported from
the PMS has been saved with a different name and/or saved to a new location, PhoneTree will not
be able to find the file. Be sure to use the same name and location when exporting your data so
that PhoneTree will be able to find the file and therefore use it to create its calling list for the day.
Solution #3: Your data file has not yet been created today—create the file, then
click Start New Calls
Remember that PhoneTree automatically deletes the source file from your practice management
system (PMS) after using it every day. Therefore, if Start New Calls was clicked before the file
was exported from the PMS, there will be no file for PhoneTree to use to build its calling list.
≠xport the file from your practice management system, then click Start New Calls.
160
Troubleshooting: Pro/Lab: Line Card Not Found
Pro/Lab: Line Card Not Found
Q. I keep getting an error message that says “Line Card Not Found” and/or a red dot shows up on
the main screen. What’s going on?
A. This error always means that the PhoneTree software is having trouble recognizing the PhoneTree hardware. To resolve this, try the following steps in order:
Symptom #1:
the red dot!
Symptom #2:
Line Card Not Found error message.
Cause: Power Management is enabled under Windows.
Remedy: To manage power, Windows will attempt to
disable USB when a device is not used. As the default
behavior, this often does not work properly and may cause
Windows to not properly recognize a USB device (including
PhoneTree). Fix this problem by completing the following
steps:
1. Right-click the My Computer icon on the Windows
desktop.
2. Click Properties, then click the Hardware tab.
3. Click on the Device Manager button.
4. Double-click the Universal Serial Bus Controllers branch
to expand it.
5. Right-click USB Root Hub, and then choose Properties
(see picture at right).
161
Troubleshooting: Pro/Lab: Line Card Not Found, continued
6. Click the Power Management tab.
7. De-select the “Allow the computer to turn
off this device to save power” check box (see
picture at right).
8. Repeat Steps 5 through 7 for each USB
Root Hub in your Device Manager.
9. Click OK, and close Device Manager.
10. Disconnect the power cable from PhoneTree, wait 20 seconds, then reconnect the
power cable.
Make sure this is
UNchecked!
11. WAIT for Windows to recognize your new hardware and load the drivers. This step may take
several minutes.
Cause: The PhoneTree unit is not receiving power
Remedy: Confirm that the PhoneTree wall transformer is plugged into the POW≠R port on the
back of the unit, and that the other end is plugged into an operational wall outlet. The green power
indicator light on the front of the unit will be ON.
Cause: ≠lectrical glitch, upgrade of PhoneTree or Windows software, installing any new Windows
program, or any other Windows anomaly.
Remedy: Reboot the PhoneTree USB unit (Disconnect the black power cable for 15 seconds) then
reboot your PC (START->SHUTDOWN->R≠START). Reconnect the black power cable directly
after you choose R≠START.
Cause: Starting PhoneTree software before Windows finishes booting
Remedy: Whenever restarting your PC, be sure all boot activity has completed prior to starting the
PhoneTree software. Be sure your mouse pointer is NOT showing the “hourglass” for at least 10
seconds prior to starting the PhoneTree program.
Cause: PhoneTree’s USB cable is not properly connected or is faulty
Remedy:
A. Confirm that the PhoneTree USB cable is firmly plugged into both the USB port on the back
of the PhoneTree unit (but please note: this cable should not be forced to sit flush with the USB
port on the unit!) AND the other end is plugged into an available USB port on the back (or front)
of your PC.
B. Unplug the PhoneTree USB cable from the back (or front) of your computer and try plugging
it into a different USB port.
C. Replace the PhoneTree USB cable with a different USB cable.
D. Connect another USB device to the same USB port on your PC and check to see if the device
is recognized in the Windows Device Manager (right-click on the “My Computer” icon and select
the Device Manager under Hardware).
Cause: Failure of Windows USB drivers to “wake” properly from a sleep condition
Remedy: If PhoneTree works reliably from a reboot, but fails after the PC has been idle for an
extended period, disable sleep mode and/or your screen saver and reboot (Right-click on a blank
area of your desktop and choose “Properties”).
162
Troubleshooting: Pro/Lab: Line Card Not Found, continued
Cause: Improperly installed PhoneTree USB driver software
Remedy: Uninstall PhoneTree software using the Control Panel “Add/Remove Software” dialogue.
Then reinstall PhoneTree software from the original disk. Note: Any calling lists and settings
WILL be retained and will NOT be affected by this procedure.
Cause: Improperly installed or corrupted PhoneTree USB driver software
Remedy: Disconnect your PhoneTree’s USB cable from the PC AND the PhoneTree power
transformer. Then remove your USB root hub by right-clicking on the “My Computer” icon,
selecting the Device Manager under Hardware, then right-clicking on “USB Root Hub” under
“Universal Serial Bus controllers” and choosing “Uninstall” from the pop-up menu. R≠START your
PC, then reconnect the PhoneTree power transformer AND the USB cable to the PC.
If you have tried all these suggestions and you are still receiving the error, please contact PhoneTree Customer Support at 800.555.0559.
163
Troubleshooting: Pro/Lab: Please Connect Telephone Cord
Pro/Lab: Please Connect Telephone Cord
Q: I keep getting a message that says Please Connect Telephone Cord. How can I fix this?
A: This error message means that the PhoneTree software is not recognizing an operational and
correctly connected analog phone line, and therefore cannot make calls. There are several
reasons why you might experience this. After exiting from the PhoneTree software, try the
following steps in order:
1. Connect a Standard (Analog) Telephone
Disconnect the PhoneTree phone line from the wall outlet.
Connect the standard test telephone that was included with your
PhoneTree system to this wall outlet, using the phone cable
provided with PhoneTree (see picture at right).
1
If the connector does not fit, contact your telephone provider to
obtain the correct wall connector for your line.
Note: PhoneTree requires a standard analog telephone line or an
analog extension on a digital phone system.
RJ-11
2. Verify Dial Tone
Lift the receiver and listen. If you hear a dial tone, proceed with the next step. If no dial tone is
heard:
Try a different phone cable instead of the one provided with PhoneTree. If you hear a dial tone
with the new cable, proceed with the next step (and continue to use the working phone cable). If
no dial tone is heard with the new cable, contact your telephone provider and ask them to
correct the problem.
164
Troubleshooting: Pro/Lab: Please Connect Telephone Cord, cont.
3. Repeat For All Purchased Phone Lines
If you have purchased a multi-line system, repeat steps 1 and 2 for all purchased phone lines.
Note that if you purchased a four-line PhoneTree system, you will need to have four analog
phone lines installed by the phone company for PhoneTree to use for making calls.
4. Disconnect, then Reconnect the PhoneTree Power Cord
Disconnect the black power cable from the back of the PhoneTree unit. Wait a few seconds,
then reconnect the cable, confirming that the green light on the front of the PhoneTree unit is
ON.
5. Reconnect the Phone Line Cable(s) to PhoneTree
Disconnect the analog telephone from the wall outlet and reconnect the phone cable(s) to the
phone port(s) on the back of the PhoneTree unit. Confirm that all other cables (USB, etc.) for
PhoneTree are connected.
6. Test Line
From the Configure menu on the
PhoneTree main screen, choose
Configure £ Phone Lines icon.
In the Select Line box, confirm
that the lines purchased and
connected are displayed without
hyphens appearing before and
after the line number, and that
each line shows up as “Detected”
with the green dot when selected
(as shown on Line 1 in the picture
at right). If one or more lines are
not Detected as shown on this
screen, follow the instructions in
the Line Card Not Found
troubleshooting section on
page 161.
7
Select the line in question in the Select Line box, then click
the Test Line button.
On the Test Line Number: dialog, use these controls to
determine if PhoneTree can detect a dial tone (click the Get
dialtone button) and make a test call (enter a number for
PhoneTree to dial, then click the Dial number button). If a
successful test call was made, click OK and repeat the
process with any other lines that you purchased.
7. Call Customer Support
If you have tried all these steps and none of them have
worked, it’s possible there is an issue with the line card
inside your PhoneTree unit or other hardware failure. Please call PhoneTree Customer Support
at 800.555.0559.
165
Troubleshooting: Pro: No Match/NOT FOUND!
Pro: No Match/NOT FOUND!
Q. Sometimes I see the words No Match! or NOT FOUND! when I look at my list of patients on
the View Job screen. What does that mean?
A.This means that your practice management data file contains information that is new or has
changed since your PhoneTree system was originally configured. This could be a new provider,
appointment type, etc. Contact PhoneTree Customer Support at 800.555.0559 so that a
PhoneTree technician can help you determine if you need to update your configuration.
166
Troubleshooting: Lab: Lab Will Not Answer
Lab: Lab Will Not Answer
Q. When patients or staff try to dial into PhoneTree Lab, it rings repeatedly and never answers.
A. In order for Lab to answer ANY call, the Call Center must be running. It is usually
recommended that your Call Center is never closed so that patients, or staff, can access the
system anytime. See page 156 for more information regarding the Call Center and how to
launch it.
167
Troubleshooting: Lab: No Message Available
Lab: No Message Available
Q. Patients are reporting that their Lab Results are not available even though we have entered their
messages today.
A. The method you use to enter Lab Results (Dialing In or Lab Client) impacts how soon those
messages will be accessible by your patients. If you enter Lab Results by dialing in, then those
messages will not be available to your patients until Daily Maintenance runs (usually 1:00AM,
see page 100). If you enter Lab Results by using Lab Client, those messages will be available
either every 60 seconds or after each of the different six time settings are reached throughout
the day (see page 145).
168
Troubleshooting: Pro/Lab: Checking DIP Switches
Pro/Lab: Checking DIP Switches (PT-400)
If you have purchased four lines or less, you will never need to complete this step. If you have
purchased more than four lines AND if you cannot get your PC to recognize one or more of your
correctly connected phone lines, read the following:
≠ach PhoneTreeUSB unit has a 4 position DIP switch inside. The switches must be set to properly
identify the unit as Lines 1–4, Lines 5–9, etc. Where possible, PCS presets these switches so that
you do not need to do so. If your unit is not set correctly, you will not see the lines appear correctly
in your computer’s Device Manager (see page 17), and you will need to follow these instructions:
To set dip switches:
1. Shut down the PhoneTree
application (if it is already
running).
2. Disconnect power and all cables
to your PhoneTree units.
DIP Switches
3. Remove 4 screws from the back
cover.
4. Slide the circuit board out only
far enough to see the switches.
5. Change the switches with a
sharp pointed object, following
the directions printed directly on
the circuit board in white (see
photograph at right).
6. Slide the circuit board back in,
making sure that the circuit
board is flush with the housing
before replacing the back cover.
DIP Switch Configurations
7. After reconnecting all cables,
use the Device Manager as
described on page 17 to verify
that the unit has in fact been
properly identified.
169
Troubleshooting: Pro/Lab: Checking DIP Switches, continued
Pro/Lab: Checking DIP Switches (G2PT)
If have purchased 2 lines or less, you will never need to complete this step. If you have purchased
more than 2 lines AND if you cannot get your PC to recognize one or more of your correctly
connected phone lines, read the following:
≠ach PhoneTree unit has a 4 position DIP switch located on the back. The switches must be set to
properly identify the unit as Lines 1-2, Lines 3-4, etc. Where possible, PCS presets these switches
so that you do not need to do so. If your unit is not set correctly, you will not see the lines appear
correctly in your computer’s Device Manager (see page 12), and you will need to follow these
instructions:
To set DIP switches:
1. Shut down the PhoneTree software (if it is already running).
2. Disconnect power and all cables to your PhoneTree units.
3. Position the PhoneTree upright on its base (see picture on page 13). Using the reference chart
below, change the switches with a sharp pointed object. For instance, if you had two PhoneTree
units, set one unit to Lines 1-2 and the other to Lines 3-4.
4. After reconnecting all cables, use the Device Manager as described on page 17 to verify that
the unit has in fact been properly identified.
DIP Switch Configurations:
Lines 1-2
170
Lines 3-4
Lines 5-6
Lines 7-8
Warranty
Information
171
Warranty Information: In Warranty
Full One Year Warranty
PCS warrants its products to be free from defects in materials and workmanship for a period of one
full year from the original date of purchase.
Defective products returned to PCS will be repaired or replaced, at our option, if returned within the
warranty period. PCS may use new or reconditioned parts to repair your unit.
The repair or replacement shall be warranted for either 90 days, or the remainder of the warranty
period, whichever is longer.
Limitations: PCS makes no implied warranties, including those of fitness for a particular purpose or
merchantability. PCS will not pay for loss of time, inconvenience, loss of use of your PCS product or
property damage caused by your PCS product or its failure to work, or any other incidental or
consequential damages.
State Law Rights
This warranty gives you specific legal rights. You may also have other rights which vary from state to
state.
To Receive Service (In Warranty)
To receive technical assistance with your PhoneTree system, please call PhoneTree Customer
Support at 800.555.0559 and you will be connected with one of our helpful customer support
technicians. They will remotely connect to your computer to see the problem first hand and attempt
to correct it. If your problem is found to be related to your PhoneTree hardware, we will ship out a
replacement unit to you (usually the same day) and issue a call tag for UPS to come pick up your
defective unit. Please pack your defective PhoneTree hardware in the original packing, or a box that
is similar, along with the power supply and USB cable.
This warranty does not cover defects resulting from accidents, alterations, unauthorized repair,
failure to follow instructions, misuse, fire, flood, and acts of God. Nor does PCS warrant this product
to be compatible with any particular telephone equipment or switching systems.
PCS makes no other warranties expressed or implied.
Note: PhoneTree contains no user serviceable parts.
172
Warranty Information: Out of Warranty
To Receive Service (Out of Warranty)
If your PhoneTree warranty has expired and you are experiencing a technical problem, please call
PhoneTree Customer Support at 800.555.0559. You will be asked to either pay a per incident fee
or renew your Service Agreement to allow a technician to assist with resolving your issue. If the
problem is found to be related to your PhoneTree hardware, there will be an additional fee to have it
repaired. You will be issued a Return Authorization Number (RA#) and asked to send us the unit.
Once your unit has been received and tested, a technician will contact you with the repair costs.
(An RA# is only valid up to 30 days after it has been issued. If this period has expired before
return there must be a new number issued before a return will be allowed. Any shipments received
without an RA# will be returned to the customer.)
You must pay for shipping charges to send us the unit. Carefully package your unit (we recommend
that you use the original packing materials) along with your name, address, phone number and a
description of the problem. PCS is not responsible for damage that occurs in shipping from the
customer. PCS pays the return shipping. Repair or replacement is your exclusive remedy.
Mail your unit to:
Personal Communication Systems, INC
Attn: Customer Support
2400 Reynolda Road
PCS has a fixed price repair policy (includes return ground shipping). We will repair or replace, at
our option, any PhoneTree unit using new or remanufactured parts and include a 90-day parts and
labor warranty.
This warranty does not cover defects resulting from accidents, alterations, unauthorized repair,
failure to follow instructions, misuse, fire, flood, and other acts of God. Nor does PCS warrant this
product to be compatible with any particular telephone equipment or switching systems.
PCS makes no other warranties expressed or implied.
Note: PhoneTree contains no user serviceable parts.
173
Notes
174
Regulatory
Information
175
Regulatory Information: Model No: PT-400
Regulatory Information: Model No: PT-400
This equipment has been tested and found to comply with the limits for a
class B digital device, pursuant to Part 15 of the FCC rules. These limits are
designed to provide reasonable protection against harmful interference in a
residential installation. This equipment generates, uses and can radiate
radio frequency energy and, if not installed and used in accordance with the
instructions, may cause harmful interference to radio communications.
However, there is no guarantee that interference will not occur in a particular
installation. If this equipment does cause harmful interference to radio or
television reception, which can be determined by turning the equipment off
and on, the user is encouraged to try to correct the interference by one or
more of the following measures:
• Reorient or relocate the receiving antenna.
• Increase the separation between the equipment and the receiver.
• Connect the equipment into an outlet on a circuit different from that to
which the receiver is connected.
• Consult the dealer or an experienced Radio/TV technician for help.
This device requires the ferrite provided in the package on the
telephone line(s) to comply with FCC emission limits.
You are cautioned that any changes or modifications not expressly
approved in this manual could void your authority to operate this device.
This equipment complies with Part 68 of the FCC Rules. On the bottom of
this equipment is a label that contains among other information, the FCC
Registration Number and Ringer Equivalence Number (REN) for this
equipment. You must, upon request, provide this information to your
telephone company. (NOTE: REN is not required for some types of
analog or digital facilities.)
This equipment uses USOCs jacks RJ11.
An FCC compliant telephone cord and modular plug are provided with this
equipment. This equipment is designed to be connected to the telephone
network or premises wiring using a compatible modular jack which is part
68 compliant. See installation instructions for details.
The REN is useful to determine the quantity of devices you may connect
to your telephone line and still have all those device ring when your
number is called. In most, but not all areas, the sum of the RENs of all
devices connected to your line should not exceed five (5.0). To be certain
of the number of devices you may connect to your line, as determined by
the REN, you should contact your local phone company to determine the
maximum REN for your calling area. (NOTE: REN are associated with
loop-start and ground-start ports. Do not use for E&M or digital ports)
If your telephone equipment causes harm to the telephone network, the
Telephone Company may discontinue your service temporarily. If possible,
they will notify you in advance. But if advance notice is not practical, you will
be notified as soon as possible. You will be informed of your right to file a
complaint with the FCC.
Your telephone company may make changes in its facilities, equipment,
operations or procedures that could affect the proper functioning of your
equipment. If they do, you will be notified in advance to give you an
opportunity to maintain uninterrupted telephone service.
If you experience trouble with this telephone equipment, please contact
Personal Communication Systems (1 336-722-5008) for information on
obtaining service or repairs. The telephone company may ask that you
176
disconnect this equipment from the network until the problem has been
corrected or until you are sure that the equipment is not malfunctioning.
The user may in some circumstances repair a unit by replacing a plug-in
telephone LINE board. There are no other user serviceable parts inside.
This equipment may not be used on coin service provided by the telephone
company. Connection to party lines is subject state tariffs.
INDUSTRY CANADA (IC) NOTICE
"NOTICE: The Industry Canada (IC) label identifies certified equipment.
This certification means that the equipment meets telecommunications
network protective, operational and safety requirements as prescribed in
the appropriate Terminal Equipment Technical Requirements document(s).
The department does not guarantee the equipment will operate to the
user's satisfaction.
Before installing this equipment, users should ensure that it is permissible
to be connected to the facilities of the local telecommunications company.
The customer should be aware that compliance with the above conditions
may not prevent degradation of service in some situations.
Repairs to certified equipment should be coordinated by a representative
designated by the supplier. Any repairs or alterations made by a user to
this equipment, or equipment malfunctions, may give the telephone
company cause to request the user to disconnect the equipment.
Users should ensure for their own protection, that the electrical ground
connections of the power utility, telephone lines and internal metallic water
pipe system, if present, are connected together. This precaution may be
particularly important in rural areas.
CAUTION: Users should not attempt to make such connections
themselves, but should contact the appropriate electric inspection
authority, or electrician, as appropriate.
"NOTICE: The Ringer Equivalence Number (REN) assigned to each
terminal device provides an indication of the maximum number of
terminals allowed to be connected to a telephone interface. The
termination on any interface may consist of any combination of devices
subject only to the requirement that the sum of the Ringer Equivalence
Numbers of all the devices does not exceed 5."
REN: 0.9B
WARRANTY AND REPAIR SERVICE CENTER:
Personal Communication Systems, Inc.
2400 Reynolda Road
866.234.2943
Regulatory Information: Model No: G2PT
Regulatory Information: Model No: G2PT
This device complies with Part 15 of the FCC Rules. Operation is
subject to the following two conditions:
(1) This device may not cause harmful interference, and (2) This
device must accept any interference received, including
interference that may cause undesired operation.
This device requires the ferrite provided in the package on the
telephone line(s) to comply with FCC emission limits.
You are cautioned that any changes or modifications not
expressly approved in this manual could void your authority to
operate this device.
This equipment complies with Part 68 of the FCC Rules. On the
bottom of this equipment is a label that contains among other
information, the FCC Registration Number and Ringer Equivalence
Number (REN) for this equipment. You must, upon request,
provide this information to your telephone company. (NOTE: REN
is not required for some types of analog or digital facilities.)
This equipment uses USOCs jacks RJ14.
An FCC compliant telephone cord and modular plug are provided
with this equipment. This equipment is designed to be connected
to the telephone network or premises wiring using a compatible
modular jack which is part 68 compliant. See installation
instructions for details.
The REN is useful to determine the quantity of devices you may
connect to your telephone line and still have all those device ring
when your number is called. In most, but not all areas, the sum of
the RENs of all devices connected to your line should not exceed
five (5.0). To be certain of the number of devices you may connect
to your line, as determined by the REN, you should contact your
local phone company to determine the maximum REN for your
calling area. (NOTE: REN are associated with loop-start and
ground-start ports. Do not use for E&M or digital ports)
If your telephone equipment causes harm to the telephone network,
the Telephone Company may discontinue your service temporarily. If
possible, they will notify you in advance. But if advance notice is not
practical, you will be notified as soon as possible. You will be
informed of your right to file a complaint with the FCC.
Your telephone company may make changes in its facilities,
equipment, operations or procedures that could affect the proper
functioning of your equipment. If they do, you will be notified in
advance to give you an opportunity to maintain uninterrupted
telephone service.
If you experience trouble with this telephone equipment, please
contact Personal Communication Systems (1 336-722-5008) for
information on obtaining service or repairs. The telephone
company may ask that you disconnect this equipment from the
network until the problem has been corrected or until you are sure
that the equipment is not malfunctioning.
There are no user serviceable parts inside.
This equipment may not be used on coin service provided by the
telephone company. Connection to party lines is subject state tariffs.
INDUSTRY CANADA (IC) NOTICE
"NOTICE: The Industry Canada (IC) label identifies certified
equipment. This certification means that the equipment meets
telecommunications network protective, operational and safety
requirements as prescribed in the appropriate Terminal Equipment
Technical Requirements document(s). The department does not
guarantee the equipment will operate to the user's satisfaction.
Before installing this equipment, users should ensure that it is
permissible to be connected to the facilities of the local
telecommunications company. The customer should be aware
that compliance with the above conditions may not prevent
degradation of service in some situations.
Repairs to certified equipment should be coordinated by a
representative designated by the supplier. Any repairs or
alterations made by a user to this equipment, or equipment
malfunctions, may give the telephone company cause to request
the user to disconnect the equipment.
Users should ensure for their own protection, that the electrical
ground connections of the power utility, telephone lines and internal
metallic water pipe system, if present, are connected together. This
precaution may be particularly important in rural areas.
CAUTION: Users should not attempt to make such connections
themselves, but should contact the appropriate electric inspection
authority, or electrician, as appropriate.
"NOTICE: The Ringer Equivalence Number (REN) assigned to each
terminal device provides an indication of the maximum number of
terminals allowed to be connected to a telephone interface. The
termination on any interface may consist of any combination of
devices subject only to the requirement that the sum of the Ringer
Equivalence Numbers of all the devices does not exceed 5."
REN: 0.7B
WARRANTY AND REPAIR SERVICE CENTER:
2400 Reynolda Road
866.234.2943
177
Notes
178
Index
179
Index
C
9 Not Confirmed 157
Call Center 28, 29, 156
≠-Mail 87
File 88
Call Center Tab 102
A
Call Controls 25
About (Help Menu) 112
Call Failed! 158
About This Guide 8
Call Job Information/Status 156
Access Code 142
Call Log 63
Activate Patient(s) 33
Creating a Custom Query 64
Add date to Results filename 83
≠xporting a Call Log 72
Advanced Options Tab 82
Monthly Log 63
Advanced Tab 137
Printing a Call Log 71
All Prior Activity Log Report 119
Query by Job 64
Allow Batch Library Mode 134
Query by Job + Saved View 68
Allow Different Times for ≠ach Day 77
Query by Saved View 66
Allow Multiple Jobs of SAM≠ type 82
Quick Query 70
Print 86
Current Jobs 30
Customer Imported Data Tab 126
Customer Imported Data Tab (Lab) 146
Customer Support 8
D
Daily Maintenance 62
De-activate Group 143
Delay this many tenths of a second before
greeting 137
Deliver Message To Answering Machine 78
Desc/Name 142
Allow Patients to Transfer to Operator 136
Call Logging 84
Amplified Speaker jack 12
Call Monitoring Controls 157
Announcement Library 54
Call On Days 77
Ans by Machine 157
Call Options Tab 78
Ans by Pager 157
Call Status 30
Ans by Person 157
Call Statuses 157
Ans by+Machine 157
Call Times Tab 77
ARC 30
Call Transfer Option 80
Archive Job 31
Call Transfer Tab (Lab) 136
Archive Settings 100
Call Transferred 157
Archived Jobs 30
Called N Times 157
Area Code 46
Cancellations 84
Auto Backup Tab 101
Change ≠xpiration 31
Auto Play After Record 134
Check for Files ≠very Minute 145
Auto Play Library Message 134
Check for Files Only at Times Listed Below
Auto Resume Timer 25
145
Automatic Operation Settings 100
Check To Disable Screen Saver Operation
≠
Automatically Backup WAV Files That Are
While Calling 102
≠-Mail Message 49
Removed 137
Clear Last Run Date 127
≠-Mail Settings 95, 96
AutoReport Tab 85
Configure (Drop-Down Menu) 75
≠dit Person 33
Configure MAPI 95
≠dit Table Method 46
≠-Mail 87
Configure Phone Lines 76
≠diting and Recording a Message 49
File 88
Configuring ≠-Mail Settings 96
≠nable Auto Backup 101
Print 86
Constructed Message or HTML ≠-mail 95
≠nable Auto Report 85
Contacting PhoneTree 8
≠nable Lab Client 145
Creating/Modifying An AutoReport 86
≠xporting AutoReport Configurations 94
Device Manager 18
Dial 5 for Second Language 79
Dial 6 for Language Select Menu 79
Dialing In 148
Dialing Setup 46
Dialing Tab 99
DIP Switches 13, 170
Don’t Call Before/After 77
Dr. Menu Timeout 137
Drop-Down Menus (Blocked Numbers) 106
Drop-Down Menus (Call Status) 31
Drop-Down Menus (Main Menu) 25
Drop-Down Menus (Studio Recordings) 49
Drop-Down Menus (View Job) 32
Duplex Adapter 15
Printing AutoReport Configurations 93
≠-Mail 8
≠nable Lab Results Auto Reports 137
Testing AutoReports 90
Fax 8
≠nable Label Printer 139
Mail 8
≠nable LabReminder 138
Toll-Free Customer Support 8
≠nable/Check Features 113
B
Backup Files To 101
Contains These Providers 143
Basic Tab 134
≠xchange 46
CPU Requirements 10
Blocked Numbers 33, 106, 158
≠xit (Call Control Button) 42
Create ASCII Results File 83
Blocking a Phone Number 33, 107
≠xit Call Center To Process AutoReports 102
Create Special Announcement 55
≠xporting the Blocked Numbers Report 109
≠xpiration Warning Report 119
Creating a Library Message 124
Printing the Blocked Numbers Report 108
≠xpired/Deleted Messages Log Report 119
Creating a View. See View Job
≠xport File System Tab 140
Creating/Modifying a Lab AutoReport 128
≠xport File System... (Lab Report Tab) 120
Busy 157
Busy After Voice 157
180
#
≠-Mail 129
≠xporting a Call Log 72
File 130
≠xporting a Job 40
Print 128
≠xporting a Lab Report 122
Index, continued
≠xporting AutoReport Configurations 94
Label Printer. See LabResults Label Printer
Requirements
≠xporting the Blocked Numbers Report 109
Label Printer Tab 139
Menu (Drop-Down Menu) 44
Label Template File 139
Message Changes 25
LabReminder Message 138
Message Library 53, 149
Fax or Modem 158
LabReminder Tab 138
Message Mailbox 52
Ferrite Clip 20, 21
LabResults (Configure Menu) 105, 133
Message Variable 48, 50, 51
Find/Change 33
LabResults Auto Reports 127
MIC Jack 13
F
Creating/Modifying a Lab AutoReport 128
G
Microphone Jack 12
≠-Mail 129
Microphone Tab 103
G2PT 10, 13, 15, 20
File 130
Misc Tab 100
Global Options 98
Print 128
Modifying/Creating a Lab AutoReport 128
Auto Backup Tab 101
LabResults Configuration 134
≠-Mail 129
Call Center Tab 102
Advanced Tab 137
Dialing Tab 99
Basic Tab 134
Microphone Tab 103
Call Transfer Tab 136
Misc Tab 100
≠-Mail 87
Report Tab 98
≠xport File System Tab 140
File 88
File 130
Print 128
Modifying/Creating An AutoReport 86
Print 86
Lab Client Tab 145
H
Hangup Detect 79
Hard Drive Space Requirements 10
Hardware Driver Installation 14
Hardware Functionality 20, 21
Hardware Installation 12, 13
Headset Microphone 12, 13
Help (Drop-Down Menu) 111
Label Printer Tab 139
Monitor Requirements 10
LabReminder Tab 138
Monthly Log 63
Provider Groups Tab 143
Multi-Practice 57
Providers Tab 141
LabResults Label Printer 131
LabResults Utilities 119
Network Requirements 10
Lab Reports Tab 119
No Answer 157
Host Controller Card. (See USB Port
HTML ≠-Mail 49
Hung Up ≠arly 157
Name Library 59
Hibernation. See PC Hibernation
Requirements)
N
No Connect 158
Printing a Lab Report 120
No Match 166
Library Messages Tab 124
No Message Available (Lab) 168
Remove Lab Jobs Tab 123
Not Accepted 157
Learned Machine 157
Not Called Yet 157
Library Messages Tab 124
NOT FOUND! 166
Line Card Not Found 161
Not Listened To Messages Report 119
Line Status Boxes 156
Not Selected 158
Line Use 76
Notice of Liability 8
J
Listened Msg Life 135
JOB 30
Listened To Messages Log Report 119
O
Listened/Deleted Messages Log Report 119
OGM Too Long 158
Job Control 82
Job ≠xpires When 82
M
Optional Description 124
Mailbox Life 135
Optional Line Access and Billing Codes 76
Main Menu 25
Options (Lab Results Tab) 119
K
Main Menu button 31
Other Settings 100
Keep Duplicates 83
Make Report 120
Output Options 83
Manually Cancel Appts on ≠ach Import 84
I
Interference 20, 21
Internet Requirements 10
Job Priority Level 82
Job Status Bar 157
Operating System Requirements 10
L
Max Allowed Answering Machine OGM in
P
Lab Client 152
Seconds 78
Patient Access 150
Lab Client Tab 145
Max Archive Days 100
Patient Access Card 150
Lab Providers. See Provider Tab
Max Archive Files 100
Patient Confirms ID 134
Lab Reports Tab 119
Max AutoLabReport Archive Files 100
Patient ≠-Mail Tab 96
Max AutoReport Archive Files 100
Patient ID 148, 150
Max Call Attempts To Any Person 78
Patient ID Size 134
Lab Results Jobs 30
Max Record Time 137
Pause Button 29, 157
Lab Tools (Drop-Down Menu) 118
Max Rings To No Answer 78
Pause Job (suspend) 31
Lab Will Not Answer 167
Memory Requirements. See RAM
Pause This Many Seconds After Message
181
Index, continued
Finishes 78
Removed as Dup 158
Stored AutoReports 85
Pause/Resume 77
Rename Group 143
Stored Blocked Number ≠ntries 106
PC Hibernation 19
Report Calling Options 77
Studio Recordings 48
Per-Practice Transfer Numbers 57
Advanced Options Tab 82
Suffix 76
Phone Cable 12, 13, 15
AutoReport Tab 85
Switch Site ID 114
Phone Jack 12, 13, 15, 16
Phone Lines 76
≠-Mail 87
Play Message 2 Times 79
File 88
Please Connect Telephone Cord 164
Print 86
Power Adapter 12, 13
≠xporting AutoReport Configurations
Power Management 18
94
Power Options. See PC HIbernation
Power Schemes. See PC Hibernation
Pre-Recorded Names 58, 59
Call Options Tab 78
Prefix 76
Call Times Tab 77
Previous and Next 63
Patient ≠-Mail Tab 95
Print Table 85
Printing a Call Log 71
Printing a Job 39
Transfer Options Tab 80
Report Tab 98
Resume Calls 29
Run AutoReports 44
Printing the Blocked Numbers Report 108
S
Pro Get Report 160
Same ≠-mail 83
Processor Requirements 10
Same Message and Phone 83
Provider Access 148
Same Name and Phone 83
Provider Access Card 149
Same Phone 83
Provider Confirms ID 134
Say Name Options 83
Provider Groups Tab 143
Say Name Utilities 58
Adding a New Name 60
Providers Tab 141
Adding an Alternative Spelling 61
PT-400 10, 12, 16, 21
Recording a Missing Name After Import 59
Q
Recording a Missing Name Upon Import 58
Query by Job 64
Query by Job + Saved View 68
Query by Saved View 66
Quick Query 70
R
RAM Requirements 10
ReActivate Job(resume) 31
Record Missing Names 83
Record Mode 135
Record Pause Detect Seconds 137
Recording a Missing Name After Import 59
Recording a Missing Name Upon Import 58
Recording and ≠diting a Message 49
Reference Guide updates 8
Regulatory Information 176
Remove Blocked Numbers 83
Remove Duplicates 83
Remove Job (kill) 31
Remove Lab Jobs Tab 123
Remove Patient(s) 33
182
System Requirements 10
T
Technician Only Columns 38
Telco Message 158
Test AutoReports 85
Test Call 74
Text-to-Speech 11, 110
Text-To-Speech ≠ngine Settings 110
Text-To-Speech Voice Settings 110
Tools (Drop-Down Menu) 45
Transfer Options Tab 80
Transfer Patient To 136
Trim Last 137
TT Response 79
Provider ID. See Access Code
Query 63
System Reliability 10
Say Patient’s Name 83
Screen Saver. See PC HIbernation
Search Bar (Blocked Numbers) 106
Send a phone call and e-mail 95
Send an e-mail only 95
Send ≠-mail With Phone Call 95
Send e-mails (but call if e-mail is blank) 95
Show Call Status 30
Show ≠xtract/Match Results 33
Show Ring Amplitude Bar Graph on Call
Center 102
Show Speaker Controls 102
Simple Text Message 95
Site ID 25
Snippets 48, 50
Software Installation 11
SPKR Jack 13
Star To Repeat 79
TTS Message 49
U
Un-Listened Message Life 135
USB Cable 12, 13
USB Port Requirements 10
USB Root Hub 17, 18
Use a Different Transfer Method at Night 81
Use Customer Imported Data for Phone
Number 138
Use Different Settings at Night 76
Use Female Menu 134
Use Introduction (Confirm with 9) 79
Use Patient PIN 134
Use Text To Speech (Library Messages Tab)
124
Use Text to Speech for All names 83
Use Text to Speech only for Missing names
83
Use Timer for Cancel Appointment Dialog 84
User Recorded Names 58, 59
V
View Job 32
Creating a View 34
≠xporting a Job 40
Printing a Job 39
View Job button 31
Voice Prompts (Dialing In) 148
Start Button/Batch Mode 104
Start Job Over (initialize) 31
W
Start New Calls 28
Wall Jack 15, 16
Start Night Messages At 77
Warranty Information 172
State Law Rights 172
Notes
183
2400 Reynolda Rd.
www.phonetree.com
184
PhoneTree® is a registered trademark of Personal Communication Systems, Inc.
© 2007 by PCS
Specifications subject to change without notice.

Pro-Lab Reference Guide

Transcription

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