“Please Connect Telephone Cord” Error Message
For PhoneTree MVP, 2000, 2100, 2500, 3500 and VoiceWave Series models
Question: The Call Center is displaying “Please Connect Telephone Cord” - what does this mean?
Answer: This error message means that the PhoneTree system 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 phone cable from the back of the PhoneTree hardware and then connect it to a standard
telephone (residential type - see image at right). Note: PhoneTree requires a standard analog telephone line or an
analog extension on a digital phone system.
2. Verify Dial Tone
Lift the phone 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. 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 phone service provider
and ask them to correct the problem.
3. Repeat For All Purchased Phone Lines
If you have purchased a multi-line PhoneTree system, repeat steps 1 and 2 for all connected phone lines. After testing each line, reconnect it to the
PhoneTree hardware. Note: Depending on your PhoneTree hardware model, you may only have one phone cable per unit.
4. Reconnect the Phone Cable(s) to the PhoneTree Hardware
Disconnect the phone cable from the telephone and reconnect it to the back of the PhoneTree hardware. Confirm that the USB cable and power
adapter cord for PhoneTree are connected.
5. Disconnect/Reconnect the PhoneTree Power Adapter
Disconnect the black power cable from the back of the PhoneTree unit. Wait 10 seconds and then reconnect the cable, confirming that the green
light on the front of the PhoneTree unit is ON.
™
phonetree.com/support • 800.555.0559 • support@phonetree.com
PhoneTree®, Proven. Professional. Trusted.™, and VoiceWave™ are trademarks of Personal Communication Systems, Inc. © 2010 PCS | Specifications subject to change without notice.
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“Please Connect Telephone Cord” Error Message, continued
6. Test Line
a. Launch the PhoneTree software. Once open, click on the Admin
tab, and then click on the Configure Phone Lines icon.
b. In the Select Line box, confirm that the number of lines appearing
without hyphens before and after the number (e.g., -1-) match
the number you purchased for your PhoneTree hardware, and
that each line shows up as “Detected” with the green dot when
selected (as shown on Line 1 in the image at right). If one or
more lines are not Detected as shown on this screen, follow the
steps outlined for Line Card Not Found in the Troubleshooting
chapter of the VoiceWave Series User Guide.
c. Next, select the line in question in the Select Line box, then click
the Test Line button.
d. On the Test Line Number screen, use these controls to
determine if the PhoneTree system can detect a dial tone and
place a call. To perform a test, enter the phone number, including
area code (dashes or spaces optional), to a nearby phone that
you can answer while still in front of the PhoneTree software (i.e.,
your cell phone), and then click Dial number. Once the phone
rings, answer it and click Say Hello to test the sound. If the test
call was successful, click OK and repeat the process with all additional
“Detected” lines.
7. Contact Customer Support
If you have tried all the steps listed and are still having problems, it’s
possible there is an issue with your PhoneTree unit. For further assistance,
please contact us at 800.555.0559 or support@phonetree.com.
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™
phonetree.com/support • 800.555.0559 • support@phonetree.com
PhoneTree®, Proven. Professional. Trusted.™, and VoiceWave™ are trademarks of Personal Communication Systems, Inc. © 2010 PCS | Specifications subject to change without notice.