AT&T SB67020 User Manual
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AT&T SB67020 User Manual

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User's Guide
AT&T SB67020 Deskset
© 2011
Advanced American Telephones. All Rights Reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property licensed to Advanced
rican Telephones. All Rights Reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property licensed to Advanced
American Telephones, San Antonio, TX 78219. Synapse® is a registered trademark of Advanced American Telephones. Issue .0
Antonio, TX 78219. Synapse® is a registered trademark of Advanced American Telephones. Issue .0
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/1

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Summary of Contents for AT&T SB67020

  • Page 1 User’s Guide AT&T SB67020 Deskset © 2011 Advanced American Telephones. All Rights Reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property licensed to Advanced rican Telephones. All Rights Reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property licensed to Advanced American Telephones, San Antonio, TX 78219.

  • Page 2: Table Of Contents

    Synapse SB67020 Deskset User’s Guide ONTENTS Preface ......................6 Additional Documentation ..........................6 Topic Navigation ..............................7 Text Conventions ..............................7 Overview......................8 Synapse System Overview ..........................9 SB67020 Deskset Description........................10 Deskset Hard Keys ..........................11 Modes of Operation ............................12 Call Appearance Mode ........................
  • Page 3 Synapse SB67020 Deskset User’s Guide Making an Intercom Call..........................32 Calling a Restricted Number.......................... 33 Calling Restricted Numbers on Your Extension ..............33 Calling Restricted Numbers Using Another Extension ............ 33 Incoming Calls ....................34 Incoming Call Screen............................35 Incoming Call Indication ..........................36 Call Appearance Mode ........................
  • Page 4 Synapse SB67020 Deskset User’s Guide Storing Directory Entries from the Call Log or Redial List............. 69 Deleting a Personal List Entry ........................70 Sorting Directory Entries..........................71 Voicemail ......................72 Voicemail Overview ............................73 Group Mailbox Overview ........................ 74 Accessing Your Messages ..........................76 Message Playback..........................
  • Page 5 Synapse SB67020 Deskset User’s Guide Deskset Information............................119 Auto-Attendant Settings ..........................120 Using Do Not Disturb (DND) ........................121 Web Interface ..................... 122 Accessing the Web User Interface (WebUI)..................123 Error Handling............................124 Basic Settings ..............................125 Extension Directory ............................127 Quick Dial ................................129 Voicemail Distribution .............................130 Help ..................................133...

  • Page 6: Preface

    Deskset. Although the Quick Start Guide also includes information on using the Deskset, this guide has information on setting up the SB67020 Deskset and more complete information on feature usage. Before using this AT&T product, please read “Appendix D: Important Safety Instructions”...

  • Page 7: Topic Navigation

    Synapse SB67020 Deskset User’s Guide Back to Contents Topic Navigation This Synapse SB67020 Deskset User’s Guide features easy navigation between topics and the ability to return to your original topic. Bold text in blue Text in blue indicates a link to another page in the document.

  • Page 8: Overview

    This chapter introduces the SB67020 Deskset and provides an overview of the Synapse System and the external features of the Deskset.

  • Page 9: Synapse System Overview

    Synapse SB67020 Deskset User’s Guide Back to Contents Synapse System Overview Your Deskset is part of the Synapse System. Synapse differs from conventional telephone systems in that calls are not coordinated by a central controller. Instead, Synapse uses a distributed control system over a Local Area Network (LAN). Figure 1 illustrates a...

  • Page 10: Sb67020 Deskset Description

    Synapse SB67020 Deskset User’s Guide Back to Contents SB67020 Deskset Description The key external features of the Deskset are identified in Figure 2 and described in Table 2. Figure 2. Deskset Layout Table 2 Deskset Features 1. Liquid Crystal Display (LCD) Provides controls and information for using the Deskset.

  • Page 11: Deskset Hard Keys

    Synapse SB67020 Deskset User’s Guide Back to Contents Deskset Hard Keys The hard keys include the standard telephone dial-pad keys and a set of function keys. The Deskset hard keys are identified in Figure 3 and described in Table 3.

  • Page 12: Modes Of Operation

    Programmable Feature Key as shown in Figure 2 on page 10. By default, the top two Programmable Feature Keys on the SB67020 Deskset are Call Appearance keys. Line Appearance Mode In Line Appearance mode, each line also corresponds to a Programmable Feature Key on the Deskset.

  • Page 13: Setting Your Password

    Synapse SB67020 Deskset User’s Guide Back to Contents The Line Appearance keys are used for receiving and making calls to external numbers. To call another extension in your office, you must use an Intercom key. By default, the Intercom key is the bottom Programmable Feature Key, but your system administrator can configure additional Intercom keys.

  • Page 14: Soft Keys

    Synapse SB67020 Deskset User’s Guide Back to Contents Soft Keys Soft keys are a set of three context-sensitive keys that provide functions based on what you are doing on the Deskset. The top example as illustrated in Figure 5 shows the soft key labels on the active call screen in Call Appearance mode.

  • Page 15: Deskset Status Indicators

    Synapse SB67020 Deskset User’s Guide Back to Contents Deskset Status Indicators Status indicators appear in the upper right-hand corner of the Deskset display, as shown in Figure 6 and as described in Table 4. Status Indicator Area Figure 6. Sample Status Indicator...

  • Page 16: Call Indicators

    Synapse SB67020 Deskset User’s Guide Back to Contents Call Indicators When the Deskset has an incoming, ongoing, or Held call, information about the call appears on the display. The Deskset screen displays one call at a time. You can access each call by pressing a Call Appearance or Line Appearance key.

  • Page 17: Call Indicators In Call Appearance Mode

    Synapse SB67020 Deskset User’s Guide Back to Contents Call Indicators in Call Appearance mode When there are multiple calls in Call Appearance mode, icons indicate the presence of other calls.   Review calls by pressing . Reviewing calls does not access the calls. Press a Call Appearance key to answer a call or take a call off hold.

  • Page 18: Call Indicators In Line Appearance Mode

    Synapse SB67020 Deskset User’s Guide Back to Contents Call Indicators in Line Appearance mode In Line Appearance mode, Line Appearance key LEDs indicate the presence of other calls. While you are on an active call and another call comes in, the incoming call screen takes over the display.

  • Page 19: Call Status Icons

    Synapse SB67020 Deskset User’s Guide Back to Contents Call Status Icons Table 5 shows and describes the call status icons. The number beside an icon indicates the number of the associated Call Appearance or Line Appearance key. See “Programmable Feature Keys” on page 20 for a complete description.

  • Page 20: Programmable Feature Keys

    Synapse SB67020 Deskset User’s Guide Back to Contents Programmable Feature Keys The Deskset has ten Programmable Feature keys as shown in Figure 2 on page 10. In Call Appearance mode, key 1 (top) is a Call Appearance, and is not programmable. Your system administrator can program the other nine keys to be used as Call Appearances, function keys, or Quick-Dial keys.

  • Page 21: Programmable Feature Key Leds

    Synapse SB67020 Deskset User’s Guide Back to Contents Programmable Feature Key LEDs The Programmable Feature Key have two-color LEDs to signal the status of some functions. The LED flash patterns indicate call and feature status as described in Table 9.
  • Page 22 Synapse SB67020 Deskset User’s Guide Back to Contents Table 9 Programmable Feature Keys LED Activity (Continued) LED Activity Description Intercom (Line Appearance mode only) Steady GREEN Active call Quickly flashing GREEN Incoming call Slowly flashing GREEN Held call Help Not applicable...

  • Page 23: Dial-Pad Entry

    Synapse SB67020 Deskset User’s Guide Back to Contents Dial-Pad Entry Use the dial-pad keys to enter letters and numbers into a text field. Keys 2, 3, 4, 5, 6, and 8 have three assigned letters, while keys 7 and 9 have four assigned letters, as shown in Figure 8.

  • Page 24: Using The Speakerphone

    Synapse SB67020 Deskset User’s Guide Back to Contents Using the Speakerphone When the speakerphone is active, the SPEAKER key is lit. To use the speakerphone: 1. To initiate a call, press SPEAKER. The key becomes backlit and you hear a dial tone.

  • Page 25: About The Auto Attendant

    Synapse SB67020 Deskset User’s Guide Back to Contents About the Auto Attendant This section applies to Call Appearance mode only. When set to Call Appearance mode, the Synapse system features an Auto Attendant that answers incoming calls and automatically transfers them to a Synapse extension or extensions.

  • Page 26: Outgoing Calls

    UTGOING ALLS The SB67020 Deskset provides several methods for making a call. If you are in Idle mode or have calls on hold, you can predial a phone number and then go off hook to call the number. You can make a call at any time by choosing an off-hook method, then dialing a number.

  • Page 27: Active Call Screen

    Synapse SB67020 Deskset User’s Guide Back to Contents Active Call Screen The Active Call screen, as shown in Figure 9, appears while you are on a call. Call Timer 0:05 Called Phone Call-Status Icon 9-232-555-0176 Number Transfer Conf Park Figure 9. Active Call Screen (Call Appearance Mode Shown) Table 10.

  • Page 28: Predialing

    Synapse SB67020 Deskset User’s Guide Back to Contents Predialing Predial is only available when the Deskset is idle or when all calls are on hold. In Predial mode, there is no dial tone. You can only predial one phone number at a time. To begin Predial, press a dial-pad key.

  • Page 29: Live Dialing

    Synapse SB67020 Deskset User’s Guide Back to Contents Live Dialing You can make a call by going off hook, then dialing a phone number. To dial a live number: 1. Do one of the following to go off hook (to hear the dial tone) from Idle mode: Lift the handset.

  • Page 30: Making A Call From A List

    Synapse SB67020 Deskset User’s Guide Back to Contents Making a Call from a List To make a call from a list: 1. Access the desired list entry. For example, in Call Appearance mode, press MENU, then 1, and then 7. The Directory screen appears. See “Accessing Items in Lists”...

  • Page 31: Calling A Busy Extension

    Synapse SB67020 Deskset User’s Guide Back to Contents Calling a Busy Extension If you call an extension that is on a call or busy, your Deskset displays the Extension Status screen, shown in Figure 10. The Extension Status screen notifies you that the other party may not be available to answer your call.

  • Page 32: Making An Intercom Call

    Synapse SB67020 Deskset User’s Guide Back to Contents Making an Intercom Call Intercom Calls apply to Line Appearance mode only. In Line Appearance mode, your Deskset uses an outside line any time you go off hook by lifting the handset, pressing SPEAKER, or by some other method. To make an internal (extension-to-extension) call, you must press the Intercom key.

  • Page 33: Calling A Restricted Number

    Synapse SB67020 Deskset User’s Guide Back to Contents Calling a Restricted Number Call Restriction Settings apply to Call Appearance mode only. Your system administrator can configure Call Restriction settings that may prohibit you from making calls to certain types of numbers — international long-distance numbers, for example.

  • Page 34: Incoming Calls

    Synapse SB67020 Deskset User’s Guide Back to Contents H A P T E R NCOMING ALLS When a call comes in, the Deskset rings and the incoming call information appears as shown in Figure 13 on page 35. The screen displays the caller’s name and number (if available).

  • Page 35: Incoming Call Screen

    Synapse SB67020 Deskset User’s Guide Back to Contents Incoming Call Screen The Incoming Call and Active Call screens are shown in Figure 13. Press Answer Active Call Incoming Call Figure 13. Incoming Call and Active Call Table 11. Incoming Call Screen Soft Keys Description Answers incoming call.

  • Page 36: Incoming Call Indication

    Synapse SB67020 Deskset User’s Guide Back to Contents Incoming Call Indication When there is an incoming call, the Deskset rings. See “Sounds” on page 111. Do Not Disturb and Ring Delay both affect the onset of ringing. See “Using Do Not Disturb (DND)”...

  • Page 37: Answering A Call

    Synapse SB67020 Deskset User’s Guide Back to Contents Answering a Call To answer a call: To answer an incoming call, do one of the following: Lift the handset.  Press to answer using the Preferred Audio method. See “Preferred ...

  • Page 38: Ignoring A Call

    Synapse SB67020 Deskset User’s Guide Back to Contents Ignoring a Call You can ignore an incoming call by pressing to silence the ringer. The silenced Ignore ringer icon appears. If you are on an active or held call, after the incoming call has been ignored, the screen returns to the call you were on before the incoming call.

  • Page 39: Forwarding All Calls

    Synapse SB67020 Deskset User’s Guide Back to Contents Forwarding All Calls This feature applies to Call Appearance mode only. You can forward all incoming calls to the destination that you specified in the User Settings. See “Call Forward All and Call Forward–No Answer” on page 106.

  • Page 40: Call Screening

    Synapse SB67020 Deskset User’s Guide Back to Contents Call Screening This feature applies to Call Appearance mode only. When an incoming call goes to Voicemail, the Message icon ( ) indicates that recording is in progress. You can listen to the recording in progress and interrupt it at any time by answering the call.

  • Page 41: Auto Answering

    Synapse SB67020 Deskset User’s Guide Back to Contents Auto Answering This feature applies to Call Appearance mode only. You can set your Deskset to answer calls automatically, without your having to touch the phone to answer. When you enable Auto Answer, ANS appears at the top of the Deskset screen as shown in Figure 16 unless DND and FWD are active, since Auto Answer is disabled when they are on.

  • Page 42: Answering Calls In The Call Queue

    Synapse SB67020 Deskset User’s Guide Back to Contents Answering Calls in the Call Queue This feature applies to Call Appearance mode only. Your system administrator may have set up your Deskset as a Call Queue Agent. Incoming calls are directed to your Deskset and all other assigned Call Queue Agents.

  • Page 43: Call Management

    Back to Contents H A P T E R ANAGEMENT This chapter describes the call management features of the SB67020 Deskset. The Deskset enables you to put calls on hold, transfer calls, park calls, and create conference calls. Call management features and procedures differ depending on whether your system is in Call Appearance or Line Appearance mode.

  • Page 44: Call Management

    Synapse SB67020 Deskset User’s Guide Back to Contents Call Management Call Management begins with the Active Call screen shown in Figure 17. The Call Status icons are described in “Call Status Icons” on page Figure 17. Active Call Screen (Call Appearance Mode Shown)

  • Page 45: Putting A Call On Hold (Call Appearance Mode)

    Synapse SB67020 Deskset User’s Guide Back to Contents Putting a Call on Hold (Call Appearance Mode) To hold calls and manage held calls: 1. When you are on an active call, press HOLD. The Held Call Appearance icon appears. ...

  • Page 46: Putting A Call On Hold (Line Appearance Mode)

    Synapse SB67020 Deskset User’s Guide Back to Contents Putting a Call on Hold (Line Appearance Mode) In Line Appearance mode, all Desksets that share assigned lines can view held calls and take calls off hold. To hold calls and manage held calls: 1.

  • Page 47: Transferring A Call

    Synapse SB67020 Deskset User’s Guide Back to Contents Transferring a Call This section applies to Call Appearance mode only. To make calls available to other Desksets when your system is in Line Appearance mode, put a call on hold. Someone at another Deskset can retrieve the call if that line has been assigned to their Deskset as described in “Putting a Call on Hold (Line Appearance Mode)”...

  • Page 48: Transferring A Call To A Busy Extension

    Synapse SB67020 Deskset User’s Guide Back to Contents 0:08 Transfer . A Call Transferred screen appears for 4. To complete the transfer, press Transfer two seconds. When the transfer is complete, the screen returns to Idle mode. Call Transferred. Transferring a call to a busy extension If you try to transfer a call to an extension in your office that is on an active call or is paging, the Extension Status screen reads on a call, as shown in Figure 18.

  • Page 49: Making A Conference Call

    Synapse SB67020 Deskset User’s Guide Back to Contents Making a Conference Call You can set up a conference call with yourself and two telephone numbers (either internal, outside, or with both). The pictures below show Call Appearance mode, but the procedure is the same in Line Appearance mode.

  • Page 50: Putting A Conference On Hold

    Synapse SB67020 Deskset User’s Guide Back to Contents Putting a Conference on Hold The pictures below show Call Appearance mode, but the procedure is the same in Line Appearance mode. To put a conference on hold: 1. Press HOLD. The other callers can continue communicating with each other. The held conference icon indicates a held conference.

  • Page 51: Parking A Call

    Synapse SB67020 Deskset User’s Guide Back to Contents Parking a Call This feature applies to Call Appearance mode only. Parking a call is similar to putting a call on Hold, but any extension on the system can retrieve a parked call. You can park outside calls only.

  • Page 52: Retrieving A Parked Call

    Synapse SB67020 Deskset User’s Guide Back to Contents Retrieving a Parked Call You can retrieve parked calls from any extension in the system. To retrieve a parked call: If you know the extension number of the parked call, dial it. You will retrieve the parked call.

  • Page 53: Call Management With One Call Appearance

    Synapse SB67020 Deskset User’s Guide Back to Contents Call Management with one Call Appearance This section applies to Call Appearance mode only. If your system administrator has configured your Deskset with one Call Appearance key, some features are restricted. These restrictions also apply when the Deskset has more than one Call Appearance key, and all Call Appearances are occupied.

  • Page 54: Call Management Using A Headset

    Back to Contents Call Management Using a Headset You can use a corded or cordless headset with the SB67020 Deskset if it is plugged into the jack on the back of the Deskset. The cordless headset must provide its own wireless radio.

  • Page 55: Accessing Items In Lists

    Synapse SB67020 Deskset User’s Guide Back to Contents H A P T E R CCESSING TEMS IN ISTS The Deskset has lists of phone numbers that are used for making calls and for call management. Some of the lists, like Voicemail, have other features associated with them that are explained elsewhere in this guide.

  • Page 56: Accessing The Queued Calls List

    Synapse SB67020 Deskset User’s Guide Back to Contents Accessing the Queued Calls List This feature applies to Call Appearance mode only. The system administrator can configure the system to forward Incoming Calls to the Call Queue. The Queued Calls list contains unanswered calls. If the system administrator has assigned your extension to the Call Queue, queued calls ring at your extension when your extension becomes idle.

  • Page 57: Accessing The Park List

    Synapse SB67020 Deskset User’s Guide Back to Contents Accessing the Park List This feature applies to Call Appearance mode only. Use the Park List screen to access parked calls from any extension. See “Parking a Call” on page Your Deskset may have a Programmable Feature Key set up as a Park List key. You can press the key to access the Park List.

  • Page 58: Accessing The Extension List

    Synapse SB67020 Deskset User’s Guide Back to Contents Accessing the Extension List You can access the Extension List as part of the Directory when the phone is idle. See “Using the Directory” on page 65. When you go off-hook, you can access the Extension List using the soft key that appears.

  • Page 59: Accessing Quick-Dial Numbers

    Synapse SB67020 Deskset User’s Guide Back to Contents Accessing Quick-Dial Numbers Your system administrator can set some of the Deskset Programmable Feature Keys as Quick-Dial keys for numbers that you frequently call. The Programmable Feature Keys are shown in Figure 2 on page 10 (Call Appearance mode shown).

  • Page 60: Accessing The Redial List

    Synapse SB67020 Deskset User’s Guide Back to Contents Accessing the Redial List The last 20 phone numbers that you dialed are recorded in the Redial list, as shown in Figure 19 and described in Table 13. 5HGLDO  9-232-555-0176 Number, time...

  • Page 61: Deleting Redial Entries

    Synapse SB67020 Deskset User’s Guide Back to Contents  If necessary, enter the caller’s first and last names. Press to move the  cursor to the Last Name and Phone # entries. Press to save the entry.  Save The system does not check for duplicate entries.

  • Page 62: Searching The Extension Or Directory Lists Using The Dial Pad

    Synapse SB67020 Deskset User’s Guide Back to Contents Searching the Extension or Directory Lists Using the Dial Pad Use the dial pad to get to the first entry that starts with any letter. To search for a list entry: 1. Select a list to search, such as the Directory.

  • Page 63: Accessing The Held Calls List

    Synapse SB67020 Deskset User’s Guide Back to Contents Accessing the Held Calls List This feature applies to Line Appearance mode only. When you or anyone else in your office puts an external call on hold, the call is displayed in the Held Calls List. From the Held Calls List, you can view and retrieve any held call in the system.

  • Page 64: Directory

    Synapse SB67020 Deskset User’s Guide Back to Contents H A P T E R IRECTORY The Synapse system provides three Directory lists. By default, the system displays entries from all three lists. See “To view and call Directory entries:” on page 66 to learn how you can limit this display to one of the three lists.

  • Page 65: Using The Directory

    Synapse SB67020 Deskset User’s Guide Back to Contents Using the Directory Access the Directory by pressing MENU, then 1, and then 7 (Call Appearance mode) or MENU, then 1, and then 5 (Line Appearance mode) to display the screen shown in Figure 20 and described in Table 14.

  • Page 66: Viewing And Calling Directory Entries

    Synapse SB67020 Deskset User’s Guide Back to Contents Viewing and Calling Directory Entries By default, the Directory screen displays entries from all three Directory lists—Personal, System, and Extension. You can change the Directory settings to view any combination of the lists. Within a list, you can press a dial-pad key to see the first name that starts with the first letter on that key.

  • Page 67: Creating A New Personal List Entry

    Synapse SB67020 Deskset User’s Guide Back to Contents Creating a New Personal List Entry You can add up to 50 personal entries to the Directory. These personal entries are only visible at your extension. To create a new Personal list entry: 1.

  • Page 68: Editing A Personal List Entry

    Synapse SB67020 Deskset User’s Guide Back to Contents Editing a Personal List Entry You can edit any Personal list entry while viewing the Directory. To edit a Personal list entry: 1. Call Appearance mode—Press MENU, then 1, and then 7.

  • Page 69: Storing Directory Entries From The Call Log Or Redial List

    Synapse SB67020 Deskset User’s Guide Back to Contents Storing Directory Entries from the Call Log or Redial List To store a Call Log or Redial entry into your Personal list:   1. In the Call Log or Redial list, press to display the desired entry.

  • Page 70: Deleting A Personal List Entry

    Synapse SB67020 Deskset User’s Guide Back to Contents Deleting a Personal List Entry You can delete any one of your personal list entries while viewing the Directory. To delete a Personal list entry: 1. Call Appearance mode—Press MENU, then 1, and then 7.

  • Page 71: Sorting Directory Entries

    Synapse SB67020 Deskset User’s Guide Back to Contents Sorting Directory Entries The Directory entries are sorted by first or last names. When you use the dial pad to search, the system searches for the names in the sort order. To sort Directory entries: 1.

  • Page 72: Voicemail

    Synapse SB67020 Deskset User’s Guide Back to Contents H A P T E R OICEMAIL Your Synapse system records and saves incoming voicemail messages. You can play, delete, or forward those messages to one or many other extensions. The MESSAGE...

  • Page 73: Voicemail Overview

    Synapse SB67020 Deskset User’s Guide Back to Contents Voicemail Overview When there is at least one new message, the MESSAGE WAITING LED lights up, as shown in Figure 21. MESSAGE WAITING LED Figure 21. Message Waiting LED To access your messages, see “Accessing Your Messages”...

  • Page 74: Group Mailbox Overview

    Synapse SB67020 Deskset User’s Guide Back to Contents Group Mailbox Overview Group Mailboxes provide general delivery of Voicemail messages to a group within an organization. Group Mailboxes are different from your Personal Mailbox in that messages in Group Mailboxes are not stored in your Deskset. Even if your Personal Mailbox is full, there may be space available in some of your Group Mailboxes.
  • Page 75 Synapse SB67020 Deskset User’s Guide Back to Contents After someone listens to a message, the ! indicator for that message is removed  from the screens of all participants of that group. If someone else is listening to a message when you delete it, the message is not ...

  • Page 76: Accessing Your Messages

    Synapse SB67020 Deskset User’s Guide Back to Contents Accessing Your Messages Access to your messages is different depending on whether or not you have access to any Group Mailboxes, and whether you have enabled Voicemail distribution. To access an entry from Voicemail: 1.

  • Page 77: Message Playback

    Synapse SB67020 Deskset User’s Guide Back to Contents Message Playback You can play either a single message or all of the Voicemail messages in a Mailbox. To play a single message:   1. On the Messages screen, press until the desired entry is on the screen.

  • Page 78: Calling The Messenger

    Synapse SB67020 Deskset User’s Guide Back to Contents Calling the Messenger You can call back the person who left the Voicemail message. To call back the person who left the message:   1. In the Messages list, press until the desired entry is on the screen.

  • Page 79: Forwarding A Message

    Synapse SB67020 Deskset User’s Guide Back to Contents Forwarding a Message You can forward a message to an extension or extensions, a Voicemail Distribution List (if enabled), or a Group Mailbox (if enabled). You can also record a message and forward it to a Distribution List.

  • Page 80: Recording An Introduction To Send With A Forwarded Message

    Synapse SB67020 Deskset User’s Guide Back to Contents 6. Press to forward the message. Send The Message Forwarded screen appears. Forward message to: Amy Lee - 203 Message Forw arded. Intro Send The forwarded message appears in the recipient’s Messages list.

  • Page 81: Sending A New Message To A Distribution List

    Synapse SB67020 Deskset User’s Guide Back to Contents Sending a New Message to a Distribution List If you have enabled Voicemail Distribution and created at least one Distribution List, you can record a new message and send it to a Distribution List. To create a Distribution List, “Voicemail Distribution”...

  • Page 82: Deleting Messages

    Synapse SB67020 Deskset User’s Guide Back to Contents Deleting Messages You can delete a single message or all messages from the Messages screen. You can also delete a single message during message playback, as described in “Message Playback” on page To delete a single message or all messages: ...

  • Page 83: New Message Status Indications

    Synapse SB67020 Deskset User’s Guide Back to Contents New Message Status Indications You can add a new message indication ( ) or delete the new message indication from a message. The new message indication disappears after you play a message, but you can mark a message as “new”...

  • Page 84: Accessing Your Voicemail Remotely

    Synapse SB67020 Deskset User’s Guide Back to Contents Accessing Your Voicemail Remotely Remote access allows you to listen to Personal Messages or change the recorded greeting when you are away from your Deskset. Follow the voice prompts and press the appropriate dial-pad keys to navigate through the system.
  • Page 85 Synapse SB67020 Deskset User’s Guide Back to Contents To access Voicemail remotely – listen to messages: Once you have accessed the system, the Main Menu plays. From this menu you can listen to old or new messages as shown in Figure 27. You have the following options: To listen to new messages, press 1.
  • Page 86 Synapse SB67020 Deskset User’s Guide Back to Contents To access Voicemail remotely – Voicemail greeting setup: 1. To set up the Voicemail greeting, access the system and press 8. As illustrated in the flow diagram in Figure 28, you have the following options: To record a primary greeting, press 1.

  • Page 87: Call Log

    Synapse SB67020 Deskset User’s Guide Back to Contents H A P T E R The Deskset Call Log provides available name and number information for the last 50 calls received. The newest entries replace the oldest. “Using the Call Log” on page 88 ...

  • Page 88: Using The Call Log

    Synapse SB67020 Deskset User’s Guide Back to Contents Using the Call Log The Call Log soft keys, as shown in Figure 29 and described in Table 16, are available whenever the Call Log has at least one entry. Figure 29. Call Log Functions 1.
  • Page 89 Synapse SB67020 Deskset User’s Guide Back to Contents To access the Call Log list: 1. Call Appearance mode: Press MENU, then 1, and then 8. Line Appearance mode: Press MENU, then 1, and then 6. The most recent Call Log entry appears.

  • Page 90: Managing Missed Calls

    Synapse SB67020 Deskset User’s Guide Back to Contents Managing Missed Calls All incoming calls are recorded in the Call Log unless Call Forward All is on and calls are forwarded to another extension or outside phone number (Call Appearance mode only).

  • Page 91: Listening To Voicemail From The Call Log

    Synapse SB67020 Deskset User’s Guide Back to Contents Listening to Voicemail From the Call Log If the caller left a Voicemail message, you can play the message from the Call Log. To play a Voicemail message from the Call Log: ...

  • Page 92: Storing Call Log Entries

    Synapse SB67020 Deskset User’s Guide Back to Contents Storing Call Log Entries To store a Call Log entry into your Personal list:   1. From the desired Call Log entry, press to display the soft key. Store 2. Press to store the entry in your Personal list.

  • Page 93: Deleting Call Log Entries

    Synapse SB67020 Deskset User’s Guide Back to Contents Deleting Call Log Entries You can delete a single Call Log entry, or all Call Log entries. To delete Call Log entries: 1. From a Call Log entry, press . The displayed entry is removed from the list Delete and the next entry appears.

  • Page 94: Paging

    Synapse SB67020 Deskset User’s Guide Back to Contents H A P T E R AGING Paging allows you to broadcast what you say to more than one extension. If your system administrator has set up Paging Zones, you can page all extensions or a zone.

  • Page 95: Sending A Page

    Synapse SB67020 Deskset User’s Guide Back to Contents Sending a Page You can start sending a page from the Paging Zones screen. If your system administrator has set up Paging Zones, you can page all extensions or a zone. To send a page: 1.

  • Page 96: Deskset Settings

    Synapse SB67020 Deskset User’s Guide Back to Contents H A P T E R ESKSET ETTINGS You or your system administrator can customize your Deskset at the Deskset using the following menus and features: “Deskset Menu” on page 97 ...

  • Page 97: Deskset Menu

    Synapse SB67020 Deskset User’s Guide Back to Contents Deskset Menu You can use the Deskset menus to set up many Deskset features. Access the Menu by pressing MENU, and then select options by highlighting an item and pressing SELECT, or by pressing the dial-pad key with that option number.

  • Page 98: Features

    Synapse SB67020 Deskset User’s Guide Back to Contents Features Use the Features menu to access the Deskset Features. Table 17 lists the Features available in Call Appearance mode. For Features available in Line Appearance mode, see Table 18 on page 99.
  • Page 99 Synapse SB67020 Deskset User’s Guide Back to Contents Features Menu 1/3 Features Menu 2/3 Features Menu 3/3 Figure 31. Deskset Features Menu (Line Appearance Mode) – Table 18. Deskset Menu Line Appearance Mode Features Feature See page... Description 1. Held Calls List View and retrieve calls from any line in the system.

  • Page 100: User Settings

    Synapse SB67020 Deskset User’s Guide Back to Contents User Settings Use the User Settings menu to set up options as shown in Figure 32 and described in Table 19. Figure 32 shows the menu in Call Appearance mode. The menu in Line Appearance mode is slightly different, as described in Table 19.

  • Page 101: Greetings

    Synapse SB67020 Deskset User’s Guide Back to Contents Greetings Use the Greetings menu, as shown in Figure 33 and listed in Table 20, to record greetings. The figure below shows the menu in Call Appearance mode. The menu in Line Appearance mode is slightly different, as described in Table 20.

  • Page 102: Voicemail Greetings

    Synapse SB67020 Deskset User’s Guide Back to Contents Voicemail Greetings You can have three different greetings for your Voicemail. You can then activate the one that is currently appropriate. You can record a Primary Greeting to use most of the time and an Alternate Greeting for when you are out of the office.
  • Page 103 Synapse SB67020 Deskset User’s Guide Back to Contents 4. If you wish to record the greeting on the handset, lift the handset. You can also record the greeting on the speakerphone. 5. To record your greeting, press . The message recording screen appears and...

  • Page 104: Name Recording

    Synapse SB67020 Deskset User’s Guide Back to Contents Name Recording Name Recording is available in Call Appearance mode only. If callers access the Company Directory when the Auto Attendant is on, they hear this recording upon entering your name. To create a useful recording for incoming callers, you should say your name slowly, clearly, and at a reasonable volume.

  • Page 105: Call Management

    Synapse SB67020 Deskset User’s Guide Back to Contents Call Management Call Management features apply to Call Appearance mode only. When the Synapse system is in Call Appearance mode, you can use the Call Management menu to set up options for handling calls, as shown in Figure 34 and listed in Table 21.

  • Page 106: Call Forward All And Call Forward-No Answer

    Synapse SB67020 Deskset User’s Guide Back to Contents Call Forward All and Call Forward–No Answer Call Forward All and Call Forward–No Answer redirect incoming calls. Once a call is forwarded, it cannot be answered by the original extension. You can set Call Forward All to redirect calls to a phone number, extension, or ...
  • Page 107 Synapse SB67020 Deskset User’s Guide Back to Contents . The Call Management menu appears. An 3. To confirm the change, press Save error message appears if: you entered an invalid extension number  your system administrator has disabled call forwarding/transferring to an outside ...

  • Page 108: Automatic Answering

    Synapse SB67020 Deskset User’s Guide Back to Contents Automatic Answering You can set the Deskset to automatically answer calls after a delay that you specify. Without touching the Deskset, you can speak to and be heard by people who call you.

  • Page 109: Deskset Settings

    Synapse SB67020 Deskset User’s Guide Back to Contents Deskset Settings Use the Deskset Settings menu to set up the display appearance and sounds of your Deskset as listed in Table 22. Deskset Settings Menu 1/2 Deskset Settings Menu 2/2 Figure 35. Deskset Settings Menu Table 22.

  • Page 110: Display

    Synapse SB67020 Deskset User’s Guide Back to Contents Display Use the Display menu to adjust your Deskset LCD screen contrast and backlight. To use the Display menu: 1. Call Appearance mode—Press MENU, then 2, then 3, and then 1. Line Appearance mode—Press MENU, then 2, then 2, and then 1.

  • Page 111: Sounds

    Synapse SB67020 Deskset User’s Guide Back to Contents Sounds Use the Sounds menu to set the ring volume, delay the beginning of audible ringing, pick one of nine ringtones, or turn key beeps on and off. To use the Sounds menu: 1.

  • Page 112: Volume Settings

    Synapse SB67020 Deskset User’s Guide Back to Contents Volume Settings Set the Speaker, Receiver, Headset, and Paging volumes using the Volume Settings menu. You can also adjust each of these volumes while you are on a call by pressing VOL+ and VOL–.

  • Page 113: Preferred Audio Mode

    Synapse SB67020 Deskset User’s Guide Back to Contents Preferred Audio Mode When you press a Call Appearance key or , the call is answered in the preferred audio mode. Lifting the handset takes first priority in all instances. You can set the audio preferences to Headset or Speaker by using the Preferred Audio menu.

  • Page 114: Directory Settings

    Synapse SB67020 Deskset User’s Guide Back to Contents Directory Settings Use the Directory Settings menu to show or hide any of the three directories (Personal, System, and Ext List) and to set the sort order of the Directory. The default setting is all shown and sorted by first name.

  • Page 115: Setting And Changing Your Password

    Synapse SB67020 Deskset User’s Guide Back to Contents Setting and Changing Your Password Use the User Password menu to set, change, or reset your password. This setting can also be controlled on the WebUI. Once the password has been reset, password entry is no longer necessary for User Settings, Voicemail, and the WebUI.

  • Page 116: Changing Your Password

    Synapse SB67020 Deskset User’s Guide Back to Contents Changing Your Password To change your password: 1. Call Appearance mode—Press MENU, then 2, then 5, and then 1. Line Appearance mode—Press MENU, then 2, then 4, and then 1. The Set/Change Password menu appears.

  • Page 117: Setting The Voicemail To Email Mode

    Synapse SB67020 Deskset User’s Guide Back to Contents Setting the Voicemail to Email Mode The Voicemail to Email feature converts new voicemail messages to .WAV files and sends them to your email account as an attachment. You can also choose to receive an email notification of a new message without the .WAV attachment.

  • Page 118: Admin Settings

    Synapse SB67020 Deskset User’s Guide Back to Contents Admin Settings The Admin Settings are determined by your system administrator. Only someone with access to the system administrator’s password can change the Admin Settings. To display the Admin Settings menu: 1. Press MENU, then 3. You then must enter the Admin password before you can view the Admin Settings menu.

  • Page 119: Deskset Information

    Synapse SB67020 Deskset User’s Guide Back to Contents Deskset Information Use the Deskset Information screen, shown in Figure 36, to find the Deskset's IP Address, which you will need to access the WebUI. The other Deskset information may be used by your system administrator or the installer.

  • Page 120: Auto-Attendant Settings

    Synapse SB67020 Deskset User’s Guide Back to Contents Auto-Attendant Settings Auto Attendant settings apply to Call Appearance mode only. If your system administrator has set your extension as an Auto Attendant Manager, you can use the Deskset to manage one or more Auto Attendants.

  • Page 121: Using Do Not Disturb (Dnd)

    Synapse SB67020 Deskset User’s Guide Back to Contents Using Do Not Disturb (DND) Do Not Disturb (DND) silences incoming ringing and paging. You can still answer incoming calls when DND is on. The incoming call screen appears and the Call Appearance or Line Appearance LED flashes.

  • Page 122: Web Interface

    Synapse SB67020 Deskset User’s Guide Back to Contents H A P T E R NTERFACE Use an Internet browser to access the Web User Interface (WebUI) that resides on your Deskset. See “Accessing the Web User Interface (WebUI)” on page 123.

  • Page 123: Accessing The Web User Interface (Webui)

    Synapse SB67020 Deskset User’s Guide Back to Contents Accessing the Web User Interface (WebUI) To access the WebUI: 1. Ensure that your computer is connected to the same network as the Synapse system. In most cases, your computer will already be connected to the network through the PC port on the back of a Deskset.

  • Page 124: Error Handling

    Synapse SB67020 Deskset User’s Guide Back to Contents Error Handling If you type an invalid value into one of the WebUI fields and click , the page is not saved. The WebUI displays an error message at the top of the page. The field with the incorrect value is highlighted in yellow, as shown in Figure 37.

  • Page 125: Basic Settings

    Synapse SB67020 Deskset User’s Guide Back to Contents Basic Settings The remaining procedures in this chapter assume that you are already logged in to the WebUI. See “Accessing the Web User Interface (WebUI)” on page 123 After logging in, the Basic Settings page appears as shown in Figure 38. Your Extension Name, which the system administrator enters, is displayed on internal calls.
  • Page 126 Synapse SB67020 Deskset User’s Guide Back to Contents Extension: Select an extension number or the Operator extension.  Outside Phone Number: Enter an outside telephone number. Enter a 9  or whatever digit, if any, that you would normally dial first to indicate that it is an outside call.

  • Page 127: Extension Directory

    Synapse SB67020 Deskset User’s Guide Back to Contents Extension Directory To allow easy dialing, you can create a personal Extension Directory (referred to as the Personal list on the Deskset) that is only available from your extension. Your administrator can also create a System Directory of names and phone numbers (referred to as System list on the Deskset) that is available to all extensions.
  • Page 128 Synapse SB67020 Deskset User’s Guide Back to Contents To edit Extension Directory entries: 1. In the navigation menu at left, click Extension Directory. The Directory List page appears. 2. Click [Edit] next to the entry to be edited. The Edit Extension Directory List Entry page appears.

  • Page 129: Quick Dial

    Synapse SB67020 Deskset User’s Guide Back to Contents Quick Dial To add or edit Quick Dial Entries: 1. In the navigation menu at left, click Feature Keys. The Programmable Feature Keys page appears (Call Appearance mode shown). You can edit any Programmable Feature Keys that the system administrator has set up as Quick Dial keys.

  • Page 130: Voicemail Distribution

    Synapse SB67020 Deskset User’s Guide Back to Contents Voicemail Distribution If you enable Voicemail Distribution, you can leave new messages or forward existing messages to lists that you create in the WebUI. This feature is disabled by default. If you enable this feature, there will be an additional step every time you access your messages.
  • Page 131 Synapse SB67020 Deskset User’s Guide Back to Contents To create a Voicemail Distribution List: 1. In the navigation menu at left, click Voicemail Distribution to display the Voicemail Distribution Lists page. . The Create Distribution List page appears. 2. Click 3.
  • Page 132 Synapse SB67020 Deskset User’s Guide Back to Contents 3. Optional: Click to delete this Distribution List, then go to Step 6. 4. Edit the Distribution List Name as needed. 5. Assign Distribution List Members. Select one or more extensions from the Available Extensions list and click Select one or more extensions from the Distribution List Members list and click 6.

  • Page 133: Help

    Synapse SB67020 Deskset User’s Guide Back to Contents Help To access WebUI Help: 1. In the navigation menu at left, click Help. A PDF Help file opens. 2. To view a topic, click the link for that topic. The page for that topic appears.

  • Page 134: Troubleshooting

    Synapse SB67020 Deskset User’s Guide Back to Contents H A P T E R ROUBLESHOOTING If you have difficulty operating your Deskset, try the following suggestions in this section: “Common Troubleshooting Procedures” on page 135  “Display Messages” on page 136 ...

  • Page 135: Common Troubleshooting Procedures

    Synapse SB67020 Deskset User’s Guide Back to Contents Common Troubleshooting Procedures Follow these procedures to resolve common issues. Resolving General Functional Issues To resolve a blank screen or device that does not work at all: Ensure the AC plug is plugged into an electrical outlet not powered by a wall ...

  • Page 136: Display Messages

    Synapse SB67020 Deskset User’s Guide Back to Contents Display Messages The screen is blank or the Deskset menu does not work. Probable Cause Corrective Action There may be no power or “To resolve a blank screen or device that ...
  • Page 137 Synapse SB67020 Deskset User’s Guide Back to Contents Probable Cause Corrective Action The same Deskset extension Reset the Deskset to factory defaults without the  number already exists. network cable connected. Use a paper clip to press and hold the reset switch for more than five seconds.

  • Page 138: Calls Generally

    Synapse SB67020 Deskset User’s Guide Back to Contents Calls Generally Calls are dropped. Probable Cause Corrective Action Restoring Deskset settings or Your system administrator should avoid updating  updating software while that software or restoring Deskset settings when you extension is in use will cause are likely to be using the phone.
  • Page 139 Synapse SB67020 Deskset User’s Guide Back to Contents You cannot retrieve parked calls. Probable Cause Corrective Action The first digit of an extension Your system administrator may have to correct  number matches the first your Dial Plan settings. Do not have extension digit of parked calls.
  • Page 140 Synapse SB67020 Deskset User’s Guide Back to Contents You are unable to transfer a call to an extension. Probable Cause Corrective Action The extension is unavailable. Check if the destination extension is  disconnected from the network. Ensure that the extension exists.
  • Page 141 Synapse SB67020 Deskset User’s Guide Back to Contents Deskset does not automatically forward a call to an outside phone number. Probable Cause Corrective Action Forwarding to an outside Call Appearance mode only—Check that Call  phone number has been Forward All is on. FWD should appear in the top disabled or Call Forward All right corner of the screen while in Idle mode.

  • Page 142: Incoming Calls

    Synapse SB67020 Deskset User’s Guide Back to Contents Incoming Calls Your Deskset does not receive incoming calls. Probable Cause Corrective Action Incoming call notifications Verify that Do Not Disturb is off. Make sure that  have been suppressed or DND is not in the top right corner of the Deskset delayed, or incoming calls display.
  • Page 143 Synapse SB67020 Deskset User’s Guide Back to Contents Probable Cause Corrective Action The outside caller may not Tell callers that after spelling the name, they can  be waiting long enough for press the pound (#) sign to start the search.

  • Page 144: Outgoing Calls

    Synapse SB67020 Deskset User’s Guide Back to Contents Outgoing Calls No dial tone. Probable Cause Corrective Action Handset cord is plugged into Ensure the handset cord is plugged into the  the wrong jack. handset jack on the side of the Deskset. Do not connect the handset cord to the corded headset jack on the back of the Deskset.
  • Page 145 Synapse SB67020 Deskset User’s Guide Back to Contents You cannot make international long distance calls. Probable Cause Corrective Action Call Appearance mode Consult your system administrator.  only—If no trunk prefix (digit entered before dialing outside calls) is set, phone...

  • Page 146: Voicemail

    Synapse SB67020 Deskset User’s Guide Back to Contents Voicemail Voicemail is not received at the extension you called. Probable Cause Corrective Action Target extension Voicemail is Delete messages.  full. Extension is unplugged. Plug in the extension.  Distribution List error.
  • Page 147 Synapse SB67020 Deskset User’s Guide Back to Contents Incomplete Voicemail messages. Probable Cause Corrective Action Recording interrupted by If a caller leaves a very long message, part of it  time-out or full memory. may be lost when the Deskset disconnects the call after two minutes.
  • Page 148 Synapse SB67020 Deskset User’s Guide Back to Contents The system does not respond to remote Voicemail commands. Probable Cause Corrective Action The system cannot detect Confirm you have entered star, star (**) before  Dual-Tone Multi-Frequency entering your remote access code (user (DTMF) tones, which are the password).

  • Page 149: Other Deskset Features

    Synapse SB67020 Deskset User’s Guide Back to Contents Other Deskset Features Other Desksets do not appear in the extension list. Probable Cause Corrective Action The Deskset is not connected Verify that the first two sections of the IP address ...
  • Page 150 Synapse SB67020 Deskset User’s Guide Back to Contents You are unable to add an entry to Quick-Dial list. Probable Cause Corrective Action If you have an SB67030/031 Edit Quick-Dial entries on the Deskset to write  Deskset, the Quick-Dial list is over an existing entry: full —...

  • Page 151: Webui

    Synapse SB67020 Deskset User’s Guide Back to Contents WebUI Unable to access the WebUI Log-in page from my computer. Probable Cause Corrective Action The computer is not Verify the IP address. You must correctly enter  connected to the same...

  • Page 152: Pc/Deskset Interaction

    Synapse SB67020 Deskset User’s Guide Back to Contents PC/Deskset Interaction Internet connection or access to the local network on your computer does not work after installing the Deskset. Probable Cause Corrective Action The Ethernet cords are not Check that the Ethernet cord from the computer ...

  • Page 153: Appendixes

    PPENDIXES Appendix A: Soft Keys The Synapse SB67020 Deskset features keys below the LCD screen. The bottom of the screen displays the appropriate label for each key as the function of the key changes. Table 23 provides an alphabetical list of the labels that appear above the Deskset soft keys.
  • Page 154 Synapse SB67020 Deskset User’s Guide Back to Contents Table 23. SB67020 Deskset Soft Key Functions (Continued) Function Description Function Description Initiates Message Forward Opens the Park List. function. Inserts a two-second pause in a digit Forwards incoming call to string.

  • Page 155: Appendix B: Technical Specifications

    Synapse SB67020 Deskset User’s Guide Back to Contents Appendix B: Technical Specifications Table 24 lists the technical specifications for the SB67020 Deskset. Table 24. Technical Specifications Feature Specification 6.9” × 7.9” × 8.1” (H × W × D @57° angle), ...

  • Page 156: Appendix C: Maintenance

    Synapse SB67020 Deskset User’s Guide Back to Contents Appendix C: Maintenance Your system contains sophisticated electronic parts, so it must be treated with care. Avoid Rough Treatment Handle the unit gently. Save the original packing materials to protect your equipment if you ever need to ship it.

  • Page 157: Appendix D: Important Safety Instructions

    Synapse SB67020 Deskset User’s Guide Back to Contents Appendix D: Important Safety Instructions This symbol alerts you to important operating or servicing instructions in this document. Always follow basic safety precautions when using this product to reduce the risk of injury, fire, or electric shock.

  • Page 158: Glossary

    BYPASS port: An RJ-11 jack on the PSTN Gateway that allows for communication during power outages. Plug an analog telephone into this jack. Call Appearance: On the SB67020 Deskset, the Programmable Feature Keys identified as Call Appearance keys on the right side of the Deskset. On the SB67030/031 Deskset, the five icons on the right side of the Deskset display and the keys and LEDs associated with those icons.
  • Page 159 Reprogrammable system storage used for storing software upgrades FWD ON (FWD): An indicator in the top right corner of the SB67020 Deskset display that appears when the Call Forward feature has been turned on. This feature causes calls to that extension number to be automatically forwarded to another extension, outside phone number, or to Voicemail.
  • Page 160 Synapse SB67020 Deskset User’s Guide Back to Contents greeting, preset: The voice message that plays to callers if the user has not recorded an outgoing message grounding: An electrical ground connection that minimizes interference, reduces the risk of equipment damage due to lightning, eliminates electrostatic buildup, and helps protect...
  • Page 161 Synapse SB67020 Deskset User’s Guide Back to Contents NTP (Network Time Protocol): An Internet standard protocol that assures time synchronization in a computer network off hook: Indicates that you are on a phone call, have lifted the corded handset, or have pressed SPEAKER or HEADSET to answer a call or to prepare to make a call.
  • Page 162 Synapse SB67020 Deskset User’s Guide Back to Contents single-zone paging: Paging to a single set of overhead loudspeakers. All speakers transmit the same announcement simultaneously. SIP: Session Initiation Protocol, a signaling protocol used for voice and video communications over the Internet soft key: The Synapse Desksets and Cordless Handsets feature keys below the LCD screen.

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