VTech Telecommunications 80-9098-00 1.9GHz DECT Deskset User Manual SB35020 025 DUG

VTech Telecommunications Ltd 1.9GHz DECT Deskset SB35020 025 DUG

UserManual.wiki >

VTech Telecommunications >

80 9098 00 User Manual

User Manual

2 Syn248 SB35020/SB35025 Deskset User’s GuideCONTENTSPreface ..............................................................................................................6Additional Documentation .................................................................................................................................6Topic Navigation .....................................................................................................................................................7Text Conventions....................................................................................................................................................7Overview...........................................................................................................8Syn248 System Overview...................................................................................................................................9Deskset Description............................................................................................................................................ 10Deskset Hard Keys............................................................................................................................. 11Lines and Line Keys............................................................................................................................................ 12Setting Your Password...................................................................................................................................... 12Soft Keys.................................................................................................................................................................. 13Scroll Indicators ................................................................................................................................................... 13Deskset Status Indicators................................................................................................................................ 14Call Indicators ....................................................................................................................................................... 15Call Status LEDs.................................................................................................................................. 15Call Status Icons................................................................................................................................. 16Programmable Feature Keys ......................................................................................................................... 17Programmable Feature Key LEDs............................................................................................... 18Dial-Pad Entry ....................................................................................................................................................... 19Using the Speakerphone.................................................................................................................................. 20Using Help Screens............................................................................................................................................. 20Making Calls...................................................................................................21Active Call Screen............................................................................................................................................... 22Predialing................................................................................................................................................................. 23Live Dialing ............................................................................................................................................................. 23Making a Call from a List................................................................................................................................. 24Making an Intercom Call.................................................................................................................................. 25Answering Calls.............................................................................................26Incoming Call Screen......................................................................................................................................... 27Incoming Call Indication .................................................................................................................................. 27Answering a Call.................................................................................................................................................. 28Ignoring a Call....................................................................................................................................................... 28

3 Syn248 SB35020/SB35025 Deskset User’s GuideIntercom Auto Answering ............................................................................................................................... 29Call Forward–No Answer................................................................................................................................. 29About the Auto Attendant .............................................................................................................................. 30Caller Options ...................................................................................................................................... 30Call Management ..........................................................................................31Call Management................................................................................................................................................. 32Putting a Call on Hold ...................................................................................................................................... 33Transferring a Call............................................................................................................................................... 34Making a Conference Call............................................................................................................................... 35Putting a Conference on Hold..................................................................................................... 36Ending a Conference ........................................................................................................................ 36Call Management Using a Headset ............................................................................................................ 37Accessing Items in Lists ..............................................................................38Accessing the Extension List ......................................................................................................................... 39Accessing the Redial List................................................................................................................................. 40Dialing a Redial Number................................................................................................................. 40Deleting Redial Entries .................................................................................................................... 41Searching the Extension or Directory Lists Using the Dial Pad................................................... 42Accessing the Held Calls List ........................................................................................................................ 43Directory .........................................................................................................44Using the Directory............................................................................................................................................. 45Viewing and Calling Directory Entries....................................................................................................... 46Creating a New Personal List Entry ........................................................................................................... 47Editing a Personal List Entry.......................................................................................................................... 48Deleting a Personal List Entry ...................................................................................................................... 49Storing Directory Entries from the Call Log or Redial List............................................................. 50Sorting Directory Entries.................................................................................................................................. 51Voicemail ........................................................................................................52Voicemail Overview ............................................................................................................................................ 53Setting up Your Voicemail Greetings ........................................................................................................ 54Accessing Your Messages ............................................................................................................................... 55Message Playback.............................................................................................................................. 56Calling the Messenger ..................................................................................................................... 57Deleting Messages.............................................................................................................................................. 58New Message Status Indications ................................................................................................................. 59Accessing Your Voicemail Remotely.......................................................................................................... 60Call Log ...........................................................................................................63Using the Call Log .............................................................................................................................................. 64Managing Missed Calls...................................................................................................................................... 65Listening to Voicemail From the Call Log.............................................................................. 66Storing Call Log Entries.................................................................................................................................... 67Deleting Call Log Entries................................................................................................................................. 68

4 Syn248 SB35020/SB35025 Deskset User’s GuidePaging..............................................................................................................69Sending a Page..................................................................................................................................................... 70Deskset Settings ...........................................................................................71Deskset Menu........................................................................................................................................................ 72Features.................................................................................................................................................................... 73User Settings.......................................................................................................................................................... 74Greetings ................................................................................................................................................ 75Name Recording......................................................................................................................... 76Intercom Auto Answer..................................................................................................................... 77Deskset Settings ................................................................................................................................. 78Display............................................................................................................................................. 79Sounds............................................................................................................................................. 80Volume Settings ......................................................................................................................... 81Preferred Audio Mode ............................................................................................................. 82Directory Settings............................................................................................................................... 82Setting, Changing, or Resetting Your Password ................................................................. 83Registering an Optional Cordless Headset ........................................................................... 84Deregistering a Cordless Headset ............................................................................................. 85Deregistering the Cordless Headset without the Deskset.................................... 85Cordless Accessory Registration and Deregistration Time-Out.................................. 86Admin Settings...................................................................................................................................................... 87Deskset Information........................................................................................................................................... 88Auto-Attendant Settings.................................................................................................................................. 89Using Do Not Disturb (DND) .......................................................................................................................... 89Web Interface ................................................................................................90Accessing the Web User Interface (WebUI)........................................................................................... 91Error Handling...................................................................................................................................... 92Basic Settings........................................................................................................................................................ 93Personal Directory .............................................................................................................................................. 94Quick Dial................................................................................................................................................................ 96Help ............................................................................................................................................................................ 97Troubleshooting ............................................................................................98Common Troubleshooting Procedures..................................................................................................... 99Display Messages...............................................................................................................................................100Calls Generally....................................................................................................................................................102Incoming Calls.....................................................................................................................................................105Outgoing Calls ....................................................................................................................................................107Voicemail ...............................................................................................................................................................108Other Deskset Features..................................................................................................................................110WebUI......................................................................................................................................................................111PC/Deskset Interaction ..................................................................................................................................112TL7600 Cordless Headset .............................................................................................................................113Appendixes.................................................................................................. 117Appendix A: Soft Keys.....................................................................................................................................117

5 Syn248 SB35020/SB35025 Deskset User’s GuideAppendix B: Technical Specifications......................................................................................................119Appendix C: Maintenance..............................................................................................................................120Appendix D: Important Safety Instructions...........................................................................................121Appendix E: GPL License Information .....................................................................................................122Glossary ....................................................................................................... 123

Preface 6 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsPREFACEThis User’s Guide provides instructions for using your Syn248 SB35020/SB35025 Deskset telephone with software version 1.0 or newer. See page 88 for instructions on checking the software version on the Deskset. Although the Quick Start Guide also includes information on using the Deskset, this guide has setup information and more details about feature usage.Before using this AT&T product, please read “Appendix D: Important Safety Instructions” on page 121. Please thoroughly read this user’s guide for all the feature operations and troubleshooting information necessary to operate your new AT&T product.Additional DocumentationDownloadable copies of all Syn248 documents, including user’s guides, installation and configuration instructions, and Quick Start Guides, are available from www.telephones.att.com/smb.For customer service or product information, visit our web site at www.telephones.att.com/smb or call 1 (888) 386-2006. In Canada, dial 1 (888) 469-2005.

Preface 7 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsTopic NavigationThis Syn248 SB35020/SB35025 Deskset User’s Guide features easy navigation between topics and the ability to return to your original topic.Text in blue indicates a link to another page in the document. Bold text in blue indicates a hyperlink to an external web site.You can also click the arrows at the bottom of the page to move around this document.Text ConventionsTable 1 lists text formats and describes how they are used in this guide.Go back to the last page viewed.Go to the previous page.Go to the next page.Table 1. Description of Text ConventionsText Format DescriptionScreen Identifies text that appears on a device screen or a WebUI page in a title, menu, or prompt.HARD KEY or DIAL-PAD KEY Identifies a hard key, including the dial-pad keys.Identifies a soft key.Example of a Note.Example of a Caution.CallFwdNotes provide important information about a feature or procedure.A caution means that loss of data or unintended circumstances may result.

Overview 8 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCHAPTER1OVERVIEWThe Syn248¥ Business Phone System from AT&T is for businesses that need up to 24 extensions. This system is scalable from 1 to 8 outside lines, so as your business grows, your phone system can too. The Syn248 Business Phone System provides simplicity without sacrifice—it's simple to install, manage, and use, without sacrificing any of the features you need and expect from a business telephone system.This chapter introduces the SB35020/SB35025 Deskset and provides an overview of the Syn248 System and the external features of the Deskset.The SB67025 Deskset allows you to register a compatible AT&T DECT Cordless Headset for hands-free phone conversations. For more information, see “Registering an Optional Cordless Headset” on page 84.“Syn248 System Overview” on page 9“Deskset Description” on page 10

Overview 9 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsSyn248 System OverviewYour Deskset is part of the Syn248 System. Syn248 differs from conventional telephone systems in that calls are not coordinated by a central controller. Instead, Syn248 uses a distributed control system over a Local Area Network (LAN). Figure 1 illustrates a sample system.Figure 1. Sample Syn248 Systemblue lines = telephone red lines = Ethernetorange line = audio

Overview 10 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDeskset DescriptionThe key external features of the Deskset are shown in Figure 2 and described in Table 2.Figure 2. Deskset LayoutTable 2 Deskset Features1. Liquid Crystal Display (LCD) Provides controls and information for using the Deskset.2. Soft Keys Three keys that produce different actions, depending on the LCD labels. 3. Handset Traditional 2-conductor wiring (FXO—Foreign Exchange Office Ports).4. Hard Keys Fixed-function keys. See “Programmable Feature Keys” on page 17.5. Programmable Feature Keys Provide easy access to various call functions.6. Display Keys Control menu functions shown in the display.7. Navigation Moves the cursor up (U), down (V), left (Y), right (Z) on the display.8. Voicemail Indicator Illuminates when there are new Voicemail messages.12435678

Overview 11 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDeskset Hard KeysThe hard keys include the standard telephone dial-pad keys and a set of function keys. The Deskset hard keys are shown in Figure 3 and described in Table 3.Figure 3. Deskset Function KeysTable 3 Deskset Function Keys1. VOL+/VOL– Increases/decreases the ringer and voice volume.2. HEADSET Routes audio to headset. Can be used to go off hook.3. HOLD Puts the current active call on hold. Allows access to other calls and features while maintaining call connection.4. MUTE Mutes the microphone. When on, the other party cannot hear you.5. SPEAKER During a call, switches voice to and from the speakerphone. Can be used to answer or start a call, or to hang up.12345

Overview 12 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsLines and Line KeysThe system administrator can configure your Deskset with up to 8 lines on which you can make and receive external calls. Each line is assigned to a Programmable Feature Key on the Deskset. These are called Line keys in this User’s Guide. One Programmable Feature Key is reserved for “Intercom” calls to other Deskset extensions.Other Desksets in the system share these lines and display the line status. Incoming calls on a line ring at all Desksets that share that line. The Line key LED indicates whether a line is ringing, busy, or on hold.The Line 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.Figure 4. Idle ScreenSetting Your PasswordYou can protect your Deskset by setting a password that prevents other users from accessing your User Settings and Voicemail. If you create a password, you will need to enter it before accessing User Settings, Voicemail, and the WebUI.For more information, see “Setting, Changing, or Resetting Your Password” on page 83.Message StatusNumber of new, unreviewed voice messages.Your Extension NumberDate and TimeExtension NameName assigned to this Deskset

Overview 13 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsSoft KeysSoft 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.The soft key labels change according to the current task. For example, if you are holding a call, the key labels displayed are different from those displayed if you are making a call. See “Appendix A: Soft Keys” on page 117 for an alphabetical list of the labels that appear above the soft keys.The top example shows the soft key labels for the soft keys on the active call screen.The bottom example shows soft keys with and that indicate the feature uses more than three soft keys. To view the additional keys, press Y or Z.Figure 5. Soft Keys and Scroll IndicatorsScroll IndicatorsScroll indicators appear in the upper right-hand corner of the display, as shown in Figure 5, when more information can be seen by pressing U and V.Scroll IndicatorsSoft KeysChange according to the current task.

Overview 14 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDeskset Status IndicatorsStatus indicators appear in the upper right-hand corner of the Deskset display, as shown in Figure 6 and as described in Table 4.Figure 6. Sample Status IndicatorTable 4 Status IndicatorsIcon Status1, 2, 3... Indicates the number of the associated Line key.Ringer volume set to zero. The ringer is silent.Intercom Auto Answer is ON.Do Not Disturb is ON.Less than five minutes of Voicemail recording time is available.Voicemail is full.Status Indicator AreaANSDND

Overview 15 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCall IndicatorsWhen 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 its Line key. The Line key LEDs reflect the call status. See “Call Status LEDs” on page 15.During a call, icons show call status and soft keys show the optional actions to take as shown in Figure 7. The icon changes according to the call status. See “Call Status Icons” on page 16 for a complete description of the available icons.The Call Timer displays the duration of the current call status, such as how long the call has been held.If you subscribe to caller ID, Call Information consists of the phone number for all calls. Incoming calls also have the name if it is sent with the phone number.Figure 7. Active Call ScreenCall Status LEDsThe Call Status LEDs flash to indicate call status as described in Table 5.Call InformationCall Status IconCall TimerTable 5 Call Status LED ActivityLED Activity DescriptionOff No CallSteady GREEN Active callFast Flash GREEN Ringing callSlow Flash GREEN Call held at your DesksetSteady ORANGE Active call at another DesksetFlash ORANGE Call held at another Deskset

Overview 16 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCall Status IconsTable 6 shows and describes the call status icons. The number beside an icon indicates the number of the associated Line key. See “Programmable Feature Keys” on page 17 for a complete description. Table 6 Call Status Icons Icon Status Icon StatusOff HookIndicates that you have lifted the handset, pressed SPEAKER or HEADSET, or you are on a phone call.Conference On HoldIndicates you have put a conference call on hold.On HoldIndicates you have put the call on hold.Ringing Call and Ignored CallIndicates an incoming call.ConferenceIndicates a conference call.Call ForwardedIndicates an internal call forwarded beyond your originally dialed number.

Overview 17 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsProgrammable Feature KeysThe Deskset has ten Programmable Feature keys as shown in Figure 2 on page 10. Key 10 (bottom) is an Intercom key, and is not programmable. Press this key to call another extension. Your system administrator can program the other nine keys to access more outside lines, more Intercom lines, or for other functions, including Quick Dial. See “Quick Dial” on page 96 to add Quick Dial entries.Table 7 lists the default functions for the Programmable Feature keys. Your key assignments may be different. Table 8 on page 18 has a complete list of possible Programmable Feature Key assignments.Table 7 Programmable Feature Key Default FunctionsKey Function Label For more information, see...1Line 1 “Lines and Line Keys” on page 122Line 23Line 34Line 45Page “Sending a Page” on page 706Redial “Accessing the Redial List” on page 407Directory “Using the Directory” on page 458Call Log “Using the Call Log” on page 649Messages “Voicemail Overview” on page 5310 Intercomaa. Non-programmable.“Making an Intercom Call” on page 25

Overview 18 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsProgrammable Feature Key LEDsThe Programmable Feature Keys have two-color LEDs to signal the status of some functions. The LED flash patterns indicate call and feature status as described in Table 8.Table 8 Programmable Feature Keys LED Activity Key LED Activity DescriptionLine 1, Line 2, Line 3... Off No callSteady GREEN Active callQuickly Flashing GREEN Ringing callSlow Flash GREEN Call held at your DesksetSteady ORANGE Active call at another DesksetFlash ORANGE Held call at another DesksetPage Off No pageSteady GREEN Making pageQuickly Flashing GREEN Receiving pageRedial Off Not applicableDirectory Off Not applicableCall Log Off No new callsSteady ORANGE One or more new missed callsMessages Off No new messagesSteady ORANGE One or more new messagesDo Not Disturb Off DND offSteady ORANGE DND onQuick Dial Off Not applicableHeld Calls List Off Not applicableIntercomSteady GREEN Active callQuickly flashing GREEN Incoming callSlowly flashing GREEN Held callHelp Off Not applicable

Overview 19 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDial-Pad EntryUse 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.Figure 8. Dial PadPressing 1 once enters a space; pressing it twice enters a 1.Pressing a key numbered 2 to 9 enters characters in the following order:1. Upper-case letters.2. Key number.3. Lower-case letters.For example, pressing 2 cycles through A, B, C, 2, a, b, c. Pressing 7 cycles through P, Q, R, S, 7, p, q, r, s.For text fields that accept only numbers, pressing a key once enters a number.You can enter special characters by pressing the # and * keys.Press # to cycle through the special characters # & ‘ , – . @ (in that order).Press * to cycle through the special characters ! ( ) * + ? (in that order).12 345 67890ABC DEFGHI JKL MNOPQRS TUV WXYZOPER#*

Overview 20 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsUsing the SpeakerphoneWhen 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. Begin dialing.2. To end a call, press SPEAKER. The key backlight goes out.During an active call, if you are using the handset or a corded headset, pressing SPEAKER switches audio to the speakerphone. If the handset is not “hung up,” pressing SPEAKER switches audio between the handset and the speakerphone.Using Help ScreensYou can view Help on the Deskset screen. These are very brief descriptions of how to use some of the features.To use the Deskset Help:1. Press MENU, then 1, and then 0.A menu of help items appears.2. Press U and V to scroll to the desired help item.3. Press SELECT.4. Press CANCEL to return to the previous menu.A Deskset Help menu is also available on the WebUI. See “Help” on page 97.

Making Calls 21 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCHAPTER2MAKING CALLSThe 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. This is referred to as Live Dialing. You can also predial or live dial using phone numbers from lists, such as the Directory, Call Log, Redial, Quick Dial, and Messages.You can dial the extension for the system operator by pressing 0 (zero).“Active Call Screen” on page 22“Predialing” on page 23“Live Dialing” on page 23“Making a Call from a List” on page 24“Making an Intercom Call” on page 25.

Making Calls 22 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsActive Call ScreenThe Active Call screen, as shown in Figure 9, appears while you are on a call.Figure 9. Active Call ScreenTable 9. Active Call Screen DescriptionKey DescriptionBegins transfer of a call.Begins a conference call.External calls only—Simulates a hook flash, which signals your telephone service provider to activate a feature. For example, hook flash may switch you to another incoming call when you hear a call-waiting tone, or enable you to create a conference call. These features may be offered as part of your phone plan. Features that use hook flash occur at the Central Office (CO) and are separate from any similar functions in Syn248.Call TimerCalled Phone Number Call-Status IconTransferConfFlash

Making Calls 23 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsPredialingPredial 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 make a Predial call:1. Using the dial pad, enter the phone number (for example: 232-555-0176). The predial screen appears.Before you call the number, you can press: to store the number in your Personal list. to insert a two-second pause into the phone number. to delete the last digit entered.CANCEL to cancel predial.2. Lift the handset, or press SPEAKER, HEADSET, or press a Line key to go off hook and call the number.Live DialingYou 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.Press SPEAKER or HEADSET.Press an available Line key.2. Enter the number you want to dial.The Active Call screen appears.StorePauseBackspcWhen all the lines are in use, you cannot start a new call by lifting the handset, or by pressing SPEAKER or HEADSET. Instead, the screen briefly displays AllLines Busy.

Making Calls 24 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsMaking a Call from a ListTo make a call from a list:1. Access the desired list entry. For example, to view the Directory, press MENU, then 1, and then 5. The Directory screen appears. See “Accessing Items in Lists” on page 38.2. Press V or U until the desired entry appears.3. Press or SELECT to dial the displayed number. The Deskset dials the number and the Active Call screen appears.Call

Making Calls 25 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsMaking an Intercom CallTo make an internal (extension-to-extension) call, you must use the Intercom line, which you can access by pressing the INTERCOM key. By default, key 10 is an INTERCOM key, as shown in Figure 10, but your system administrator can configure additional Intercom keys to give you more Intercom lines.Figure 10. Intercom KeyTo make an intercom call:1. With the Deskset in Idle mode, go off hook by lifting the handset, pressing SPEAKER, or by some other method.2. Press the INTERCOM key, then dial the extension number.Instead of dialing after pressing the INTERCOM key, you can press , highlight the desired extension number, then press SELECT to dial the number.3. When your Intercom call is answered, the Active Call screen appears.ExtList

Answering Calls 26 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCHAPTER3ANSWERING CALLSWhen a call comes in, the Deskset rings and the incoming call information appears as shown in Figure 11 on page 27. The screen displays the caller’s name and number (if available). If there is more than one incoming call, the new calls are assigned to Line keys while the oldest call remains on the screen. You can answer or ignore each call.The following sections describe handling incoming calls:“Incoming Call Screen” on page 27“Incoming Call Indication” on page 27“Answering a Call” on page 28“Ignoring a Call” on page 28“Intercom Auto Answering” on page 29“Call Forward–No Answer” on page 29“About the Auto Attendant” on page 30.

Answering Calls 27 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsIncoming Call ScreenThe Incoming Call and Active Call screens are shown in Figure 11.Figure 11. Incoming Call and Active Call.Incoming Call IndicationWhen there is an incoming call, the Deskset rings. See “Sounds” on page 80.When there are no active or held calls, an Incoming Call screen appears as shown in Figure 12.Figure 12. Incoming Call ScreenIf someone at another Deskset answers an outside call, your Deskset returns to Idle mode.If your company has caller ID, the Incoming Call screen displays caller information. If the caller ID information is absent because it is unavailable, UNKNOWN NAME and UNKNOWN NUMBER display. If the caller chooses not to send the information, PRIVATE NAME and PRIVATE NUMBER display.Table 10. Incoming Call Screen Soft KeysKey DescriptionAnswers incoming call.Silences ringer during incoming call.Press AnswerIncoming Call Active CallAnswerIgnoreDo Not Disturb automatically silences the ringer. See “Using Do Not Disturb (DND)” on page 89.

Answering Calls 28 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAnswering a CallTo 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 Audio Mode” on page 82.Press SPEAKER to use the speakerphone.Press HEADSET to use a headset. See “Call Management Using a Headset” on page 37.For multiple incoming calls, press the corresponding Line key to answer each call. The previous active call is put on hold. New calls remain in the display until you answer or until you press .The active call screen appears.Once you answer a call:Previous active calls are automatically put on hold.If you were predialing, that call is canceled.Ignoring a CallYou can ignore an incoming call by pressing to silence the ringer. The silenced 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.Once a call is ignored:zThe key is no longer available on the incoming call screen.zThe Line key continues to flash. If it is an Intercom call, the Intercom key flashes.zYou can press the flashing Line or Intercom key to answer the incoming call.zWhen you have no other active calls, you can lift the handset, press SPEAKER, or press HEADSET to answer the incoming call.zIf no one answers the call, the call goes to the Call Forward–No Answer destination. The default destination for external calls is the Auto Attendant. The default destination for Intercom calls is voicemail. See “Call Forward–No Answer” on page 29.AnswerIgnoreIf you are listening to Voicemail when a call comes in, press to return to the message playback screen.IgnoreIgnoreIgnore

Answering Calls 29 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsIntercom Auto AnsweringYou can set your Deskset to answer Intercom calls automatically, without your having to touch the phone to answer. When you enable Intercom Auto Answer, ANS appears at the top of the Deskset screen as shown in Figure 13 unless DND is active, since Auto Answer is disabled when DND is on.Figure 13. Intercom Auto Answer EnabledTo respond to an Auto Answered Intercom call:After the call rings for the amount of time specified in the Auto Answer Delay (see “Intercom Auto Answer” on page 77), a two-second notification screen appears, and you hear a warning tone. Speak after the tone.If you do not want the Deskset to automatically answer the call, press CANCEL or while the call is ringing to send the call to the Intercom Call Forward–No Answer target. See “Call Forward–No Answer” on page 29.If there are multiple incoming Intercom calls, Auto Answer applies to the first call.Call Forward–No AnswerCall Forward–No Answer is a setting that redirects incoming calls. The Syn248 system has two types of Call Forward–No Answer settings.Phone Line Call Forward–No Answer can only be set by the system administrator. This setting determines the destination for unanswered calls on each line. After a call is forwarded, the call cannot be answered at the Deskset. Calls can be forwarded to:an extensionan extension’s voicemail (without ringing the Deskset)an external phone numberAuto Attendant (default destination). See “About the Auto Attendant” on page 30.Intercom Auto Answering applies only to direct Deskset-to-Deskset calls. Auto Answering does not apply to forwarded calls that use your Intercom line(s).0:05Graham Be ll9-800-216-2007Transfer Conf Pa r k1AACall Answered.Speak after the tone.If the Intercom Auto Answer Delay is set to zero, you hear no ring. Instead, the Call Answered screen appears and you hear the warning tone.Ignore

Answering Calls 30 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsIntercom Call Forward–No Answer is a setting unique to each Deskset. The system administrator also sets this setting. This setting determines the delay of, and the destination for, unanswered calls coming through your Intercom line. These calls can include Intercom calls or outside calls forwarded to you by the Phone Line Call Forward–No Answer setting. The default destination is your voicemail. It can also be set for another extension, an outside phone number, or OFF.About the Auto AttendantThe Syn248 system features an Auto Attendant that can answer calls during periods when your office is closed or when calls go otherwise unanswered. The Auto Attendant has an interactive voice menu that can guide callers to the desired extension or extension’s voicemail.The user at the Operator extension can set the Auto Attendant to one of three menus: a default menu, a Day menu and a Night menu. The default menu instructs callers to “Enter the extension number or enter 0 for the operator.” You can customize both the Day and Night menus with your own greeting message and instructions to callers.Caller OptionsUntil callers get through to a live person, they can press 0 at any time to redirect their call to the system operator, if the system administrator has enabled this feature.When a caller is redirected to Voicemail, the caller has the option to press 5 to skip the greeting and press 0 to reach the operator.The Auto Attendant may be set up so that callers can access the Auto Attendant directory. This allows callers to use any touch-tone phone's dial pad to spell your name, followed by pressing the pound (#) sign, to reach your extension.

Call Management 31 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCHAPTER4CALL MANAGEMENTThis chapter describes the call management features of the Deskset. The Deskset enables you to put calls on hold, transfer calls, and create conference calls.“Call Management” on page 32“Putting a Call on Hold” on page 33“Transferring a Call” on page 34“Making a Conference Call” on page 35“Call Management Using a Headset” on page 37.

Call Management 32 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCall ManagementCall Management begins with the Active Call screen shown in Figure 14. The Call Status icons are described in “Call Status Icons” on page 16.Figure 14. Active Call ScreenTable 11 Active Call Screen DescriptionKey DescriptionBegins transfer of a call.Begins a conference call.External calls only—Simulates a hook flash, which signals your telephone service provider to activate a feature.TransferConfFlash

Call Management 33 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsPutting a Call on HoldAll Desksets that share assigned lines can view held calls and take calls off hold.To hold calls and manage held calls:1. When you are on an active call, press HOLD.The Held Call icon appears and the Line key LED flashes green.On other Desksets that are assigned that line, the Line key LED flashes orange. Someone at any other Deskset assigned that line can press the flashing orange Line key to take the call off hold, making it an active call on their Deskset.All Desksets, including those that are not assigned that line, can view and take your call off hold from the Held Calls list. See “Accessing the Held Calls List” on page 43.When you put an Intercom call on hold, only you can take the call off hold.When a call is on hold, you can use the Programmable Feature Keys or the Deskset Menu to access other functions.2. To take the call off hold, press the flashing green Line key for that call.

Call Management 34 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsTransferring a CallYou can transfer an active call to:an internal extensionan outside number, if this function has been enabled by your system administratoranother extension‘s voicemail, or your personal voicemail.To transfer a call:1. Press from the Active Call screen. The call is automatically put on hold and the Transfer Setup screen appears.2. Select a transfer target. You can:press the Intercom key and dial an extension number.press an available Line key and dial an external number. Depending on your system configuration, transferring calls to an outside line may be disabled.take a held call off hold.call a number from a list. For example, press and select an extension to call.transfer the call directly to voicemail by pressing , then selecting an extension or your personal voicemail.3. When the new call is established, you are ready to transfer the first call. You can:speak to the person to whom you are transferring the call and announce the transfer.cancel the Transfer Setup screen on the first call by selecting the first call and pressing CANCEL. The call remains on hold.4. To complete the transfer, press . A Call Transferred screen appears for two seconds. When the transfer is complete, the screen returns to Idle mode.TransferPress TransferExtListVMailTransferCall Transferred.

Call Management 35 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsMaking a Conference CallYou can set up a conference call with yourself and two telephone numbers (either internal, outside, or with both).To make a conference call:1. Press from an Active Call screen. The call is automatically put on hold and the Conference Setup screen appears.2. Establish a second call. You can dial the second call normally or you can select a held call and take it off hold, or you can start the second call from a list.When the second call has been established, the soft key appears.3. To join the calls, press .Your extension is now in conference with the other two phone numbers.If you hang up while on the conference, the conference ends. If you make or answer another call, the conference continues without you. You can rejoin by pressing a corresponding Line key.ConfPress ConfJoinJoin

Call Management 36 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsPutting a Conference on HoldTo 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.A conference is automatically put on hold when you:Press an available Line key to start a new call.Answer an incoming call.To take a conference call off hold:1. Press a corresponding Line key.Ending a ConferenceTo end a conference:From the Conference screen, you can press: to end the conference. Both calls hang up and your Deskset returns to the Idle screen or the call you were on before the conference call.a Line key to display the call you want to end, and then press . The other call remains active. is unavailable during an active call if you have another conference on hold.ConfEndConfDrop

Call Management 37 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCall Management Using a HeadsetYou can use a corded or cordless headset with the SB35020/SB35025 Deskset. A corded headset can be plugged into the Headset jack on the back of the Deskset. The cordless headset must provide its own wireless radio or, if it is a compatible AT&T DECT Cordless Headset, it can be registered to a SB35025 Deskset.To use a Headset:From Idle mode or during a call, press the HEADSET key.If you have a headset connected and turned on, then the headset becomes active.To return audio to the Deskset (speakerphone or handset), press the HEADSET key.You cannot use the Deskset HEADSET key to control the audio of headsets.

Accessing Items in Lists 38 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCHAPTER5ACCESSING ITEMS IN LISTSThe 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. In this chapter, you learn how to access an individual item in a list. All instructions start from the Idle screen.The Deskset may provide access to the following lists:Directory List — See Chapter 6, “Directory” on page 44Voicemail List — See Chapter 7, “Voicemail” on page 52Call Log — See Chapter 8, “Call Log” on page 63Extension List — See “Accessing the Extension List” on page 39Redial List — See “Accessing the Redial List” on page 40Held Calls List – See “Accessing the Held Calls List” on page 43.

Accessing Items in Lists 39 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAccessing the Extension ListYou can access the Extension List as part of the Directory when the phone is idle. See “Using the Directory” on page 45. When you go off-hook, you can access the Extension List using the soft key that appears.To access the Extension List:1. Lift the receiver or press SPEAKER, then press the Intercom key.The Dialing screen appears.2. Press . The Extension List appears.3. Press V or U until you highlight the desired entry.4. Press SELECT to call the highlighted extension.ExtListExtListYou can also access the Extension list from the following:Transfer — See “Transferring a Call” on page 34.Conference Setup — See “Making a Conference Call” on page 35.

Accessing Items in Lists 40 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAccessing the Redial ListThe last 20 phone numbers that you dialed are recorded in the Redial list, as shown in Figure 15 and described in Table 12.Figure 15. Redial ListDialing a Redial NumberTo dial a Redial number:1. Press MENU, then 1, and then 7.The Redial list appears.2. Press V or U until you see the desired entry.3. Press SELECT to redial the number, or press to:redial the number by pressing .Table 12. Redial List FunctionKey DescriptionStores the caller’s number in the Personal list. You can also enter the caller’s name.Deletes the entry.Allows you to dial the number or store the caller’s number in the Personal list.Deletes all entries.Number, time and dateStoreDeleteCallbackDelAllCallbackCall

Accessing Items in Lists 41 Syn248 SB35020/SB35025 Deskset User’s Guide Back to Contentsstore the caller’s number by pressing . The Store Redial Entry screen appears with the number filled in.zIf necessary, enter the caller’s first and last names. Press V to move the cursor to the Last Name and Phone # entries.zPress to save the entry.4. Press CANCEL to exit the Redial list.Deleting Redial EntriesYou can delete a single Redial entry from the Redial list or all Redial entries. Ensure the entry you wish to delete is displayed.To delete a single entry:1. In the Redial list, press V or U until you see the desired entry.2. Press .3. Press CANCEL to exit the Redial list.To delete all Redial entries:1. In the Redial list, press Y or Z to display the soft key.2. Press . A confirmation screen appears.3. Press to confirm deletion.4. Press CANCEL to exit the Redial list.StoreSaveThe system does not check for duplicate entries.DeleteDelAllDelAllAre you sure you want to de lete all entries?Yes NoYes

Accessing Items in Lists 42 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsSearching the Extension or Directory Lists Using the Dial PadUse 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.2. Press the dial-pad keys to cause the Deskset to search for an exact match or the closest match. For example:If you press 4 once, the Deskset searches for names beginning with G.If you press 7 three times, the Deskset searches for names beginning with R.See “Dial-Pad Entry” on page 19 for information on entering other individual letters. This searching function uses only the uppercase letters.When an exact match is found, the entry appears.If you enter a letter and the Deskset cannot find an exact match, the Deskset displays the entry with the next closest alphabetical match.    CallLastNmeNew     !"$1HZ /DVW1PH &DOO

Accessing Items in Lists 43 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAccessing the Held Calls ListWhen you or anyone else in your office puts an external call on hold, the call is displayed in the Held Calls List. The Held Calls List shows all held calls on all lines in the system, including lines that haven’t been assigned to your Deskset Line keys. You can view and retrieve any held call in the system from the Held Calls List. A call retrieved from the Held Calls List uses an Intercom line on your Deskset.Your Deskset Line keys flash orange to indicate held calls on the lines that were assigned to your Deskset. Pressing a flashing orange Line key is the easiest way to retrieve a held call. However, this is not always possible because all Desksets in the system may not have the same lines assigned to them. For example, your department may have lines 1 and 2 assigned to your Desksets. Another department in your company may have lines 3 and 4 assigned to their Desksets. Using the Held Calls List, you can access calls being held on lines 3 and 4.To retrieve a call from the Held Calls List:1. Press MENU, then 1, then 1.The Calls on Hold screen appears.2. Press V or U to highlight the desired call.3. Press SELECT to retrieve the call.The call becomes active on your Intercom line. Any previous active call on your Deskset goes on hold.If you put an external call on hold then retrieve the same call from the Held Calls List, you will only be able manage the call on the Intercom line.

Directory 44 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCHAPTER6DIRECTORYThe Syn248 system provides three Directory lists. By default, the system displays entries from all three lists. See “To view and call Directory entries:” on page 46 to learn how you can limit this display to one of the three lists.Personal — You can add, edit, and delete up to 50 entries in this Personal directory from the Deskset or the WebUI. These entries are available only at your extension.System — This public directory is created and maintained by the system administrator. You can view and sort this directory, but you cannot modify it.Extension — This is a list of all extensions in the system. It contains the Display Names that the administrator entered and the extension number of each Deskset. You can view and sort this directory, but you cannot modify it.z“Using the Directory” on page 45z“Viewing and Calling Directory Entries” on page 46z“Creating a New Personal List Entry” on page 47z“Editing a Personal List Entry” on page 48z“Storing Directory Entries from the Call Log or Redial List” on page 50z“Sorting Directory Entries” on page 51.

Directory 45 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsUsing the DirectoryAccess the Directory by pressing MENU, then 1, and then 5 to display the screen shown in Figure 16 and described in Table 13.Figure 16. DirectoryTable 13. Directory Screen DescriptionKey DescriptionCreates a new entry in the Personal list.Allows you to change previously entered information.Switches between first and last name sorting.Dials the on-screen number.Displays a list of Directory settings.Deletes the entry.    CallLastNmeNewEntry type (Personal, System, or Extension)Full name and number displayedNewEditFirstNmeLastNmeCallSettingsDelete

Directory 46 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsViewing and Calling Directory EntriesBy 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. If there is no match, the Deskset displays the next entry in the alphabetical list.To view and call Directory entries:1. Press MENU, then 1, and then 5.The Directory list appears.2. Press V or U to show the desired entry.3. Press SELECT to dial the displayed phone number.To change Directory settings:1. From the Directory list, press Y or Z to display the soft key.2. Press to display the Directory Settings screen.3. Press V or U to highlight the desired list, and press Y or Z to select Show or Hide. Show all lists by setting all three to Show.ORPress V or U to highlight Sort Order, and press Y or Z to select the default sort order.4. Changes are saved immediately. Press CANCEL to return to the Directory screen.    CallLastNmeNewSettingsSettings!"$%%"&' !%&(!) +,-.%&(!) +!"$%!%&(!) +,-.%&(!) +!/ &:;  

Directory 47 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCreating a New Personal List EntryYou 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. Press MENU, then 1, and then 5.The Directory appears.2. Press to display the Personal Entry screen with the cursor positioned in the First Name field.3. Edit the First Name, Last Name, and Phone # fields using the dial pad. See “Dial-Pad Entry” on page 19. The name text fields are limited to 20 characters each and the number field is limited to 32 digits.When editing the entry, you have the following options: Press Y or Z to move the cursor.Press U or V to move to the previous or next field.Press to erase the highlighted character if there is one, or else the character before the cursor.When entering a phone number, press to insert a two-second pause. The pause appears as a P in the field and is counted as a digit.4. Press . The Directory appears.NewFirs t Nam e :Last Name:Phone #:Save BackspcBackspcPauseSave

Directory 48 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsEditing a Personal List EntryYou can edit any Personal list entry while viewing the Directory.To edit a Personal list entry:1. Press MENU, then 1, and then 5.The Directory appears.2. Press V or U to display a Personal entry to be edited.3. Press Z so that appears, then press . The Personal Entry edit screen appears.4. Edit the First Name, Last Name, and Phone # fields using the dial pad. See “Dial-Pad Entry” on page 19. The name text fields are limited to 20 characters each and the number field is limited to 32 digits.When editing the entry, you have the following options: Press Y or Z to move the cursor.Press U or V to move to the previous or next field.Press to erase the highlighted character if there is one, or else the character before the cursor.When editing a phone number, press to insert a two-second pause. The pause appears as a P in the field and is counted as a digit.5. Press . The Directory appears.EditEditThe key is not available when a System or Extension entry appears in the Directory list.EditBackspcPauseSave

Directory 49 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDeleting a Personal List EntryYou can delete any one of your personal list entries while viewing the Directory.To delete a Personal list entry:1. Press MENU, then 1, and then 5.The Directory appears.2. Press V or U to display the entry to be deleted.3. Press Z so that appears.4. Press . The confirmation screen appears.5. To confirm the deletion, press .DeleteDeleteAre you sure you want to delete this entry?Yes NoYesThe key is not available when a System or Extension entry appears in the Directory.Delete

Directory 50 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsStoring Directory Entries from the Call Log or Redial ListTo store a Call Log or Redial entry into your Personal list:1. In the Call Log or Redial list, press U or V to display the desired entry.2. If necessary, press Y or Z to see the soft key.3. Press to store the entry in your Personal list. The Personal Entry screen appears.The Deskset automatically fills in the name and number, if available.If necessary, edit the name and number. Press V to move the cursor to the LastName and Phone # entries.Press to erase the highlighted character if there is one, or else the character before the cursor.When editing a phone number, press to insert a two-second pause. The pause appears as a P in the field and is counted as a digit.4. Press to save the entry.StoreStoreBackspcPauseSaveThe system does not check for duplicate entries.

Directory 51 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsSorting Directory EntriesThe 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. Press MENU, then 1, and then 5.The Directory appears.2. To sort the entries by first name, press .To sort the entries by last name, press .The Directory stays in the chosen sort order until you change it.FirstNmeLastNme

Voicemail 52 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCHAPTER7VOICEMAILYour Syn248 system records and saves incoming voicemail messages. You can play, delete, or forward those messages to one or many other extensions. The MESSAGE WAITING LED, shown in Figure 17 on page 53, lights up when there is at least one new message.Each message can be up to 2 minutes long. The Personal Mailbox at your Deskset has 30 minutes of recording time.The following sections describe how to listen to and manage voicemail on your Deskset:“Voicemail Overview” on page 53“Setting up Your Voicemail Greetings” on page 54“Accessing Your Messages” on page 55“Deleting Messages” on page 58“New Message Status Indications” on page 59“Accessing Your Voicemail Remotely” on page 60.

Voicemail 53 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsVoicemail OverviewWhen there is at least one new message, the MESSAGE WAITING LED lights up, as shown in Figure 17.Figure 17. Message Waiting LEDTo access your messages, see “Accessing Your Messages” on page 55. Each message appears on a screen similar to the screen shown in Figure 18. To see other messages, press U or V. Pressing Y or Z displays the soft keys described in Table 14.Figure 18. Messages ScreenTable 14. Voicemail List DescriptionKey Description Key DescriptionPlays message. Deletes displayed message.Allows dialing options before calling a number from Call Log, Redial list, or Messages.Deletes all Voicemail messages.Plays all Voicemail messages. Clears and restores the new message indication from a message.MESSAGE WAITING LEDName and numberIndicates a new message.Message CounterTime and date the message was recorded.PlayDelMsgCallbackDelAllPlayAllClrNewMrkNew

Voicemail 54 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsSetting up Your Voicemail GreetingsYou 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. The Pre-Setgreeting, “Please leave a message after the tone,” is used when no other greeting is recorded.To record a Primary or Alternate greeting:1. Press MENU, then 2, then 1, and then 1 to display the Voicemail Greetings menu.2. Press V or U to highlight the Primary or Alternate greeting. You cannot record over the Pre-Set greeting.3. Press . The message review screen appears. The and soft keys do not appear if a greeting has not already been recorded.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.6. Press when you are finished. The greeting is saved and the message review screen appears. Recording stops automatically if you exceed the 60-second time limit.7. Press to review the message or to delete the greeting.8. Press CANCEL to return to the Voicemail Greetings menu.PlayRecPlayDeleteRecordStopPlayDelete

Voicemail 55 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsTo activate a greeting:1. Press MENU, then 2, then 1, and then 1 to display the Voicemail Greetings menu.Press U or V to highlight the Primary, Alternate, or Pre-Set greeting to be played to outside callers.2. Press to make the highlighted greeting the greeting played to callers. The system checks to see if the selected greeting has been recorded.If the selected greeting has been recorded, [ACTIVE] appears beside the selected greeting.If a greeting has not been recorded, Greeting not recorded appears. To record a Primary or Alternate greeting, see “To record a Primary or Alternate greeting:” on page 54.Accessing Your MessagesTo access an entry from Voicemail:1. Press MENU, then 1, and then 3.If necessary, use the dial pad to enter your user password and press SELECT.The Messages screen appears.2. Press V or U until you see the desired Messages entry.3. Press CANCEL to exit the Voicemail list.When you highlight the Pre-Set greeting, the PlayRec soft key changes to Play. You cannot delete or record over the Pre-Set greeting.ActivateOnce you have entered your password, you do not have to enter it again while you are reviewing messages. However, if you exit the Messages screen, you will need to enter your password to access the Message list.Mess ages 1/10Graham Bell Jul 19232-555-0176 1:18pPla y DelMs g Callback!

Voicemail 56 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsMessage PlaybackYou can play either a single message or all of your Voicemail messages.To play a single message:1. On the Messages screen, press U or V until the desired entry is on the screen.2. Press . The ! icon appears on messages that are being played for the first time.During message playback, you can press: to pause message playback. to delete the message. If there are more messages, the next message is displayed.Y or Z to skip back or forward by 8 seconds.U or V to skip to the previous (newer) or next (older) message.To play all messages:1. On the Messages screen, press Y or Z to display the soft key.2. To play all messages, press .The system starts with the oldest and ends with the most recent. There is a short beep between messages. The ! icon appears on messages that are being played for the first time. During message playback, you can press: to pause message playback.Y or Z to skip back or forward by 8 seconds.V or U to skip to the previous or next message.CANCEL to stop playback and return to the Messages list.If all messages play without interruption, you return to the Messages list with the last played message on the screen.Mess ages 1/10Graham Bell Jul 19232-555-0176 1:18pPla y DelMs g Callback!PlayGraham Be ll 3DXVH 'HOHWH!Jul 19 1:18p PauseDeletePlayAllPlayAllPause

Voicemail 57 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCalling the MessengerYou 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 U or V until the desired entry is on the screen.2. Press . The Call Back screen appears.Press Y or Z to view the dialing options.Press to dial the number.Press to store the entry in your Personal Directory. Press CANCEL to return to the Messages list.CallbackCall BackGraham Bell 232-555-0176Call StoreCallStore

Voicemail 58 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDeleting MessagesYou 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 56.To delete a single message or all messages:1. On the Messages screen, press V or U until the desired entry is on the screen.2. Press to delete the message.The system deletes the message and displays call information for the next message.ORTo delete all messages:a. Press Y or Z to display the soft key.b. Press .The confirmation screen appears.c. Press to confirm.DelMsgDelAllDelAllYesAll messages are deleted, including new (unheard) messages.

Voicemail 59 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsNew Message Status IndicationsYou 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” or “old” at any time. To clear and restore new Message indications:1. On the Messages screen, press V or U until the desired entry is on the screen.2. Press Y or Z to display the soft key.3. Press to clear the new message indication.The soft key replaces .4. If desired, press to restore the icon for a selected message, marking the message as new again.ClrNewClrNewMrkNewClrNewMrkNew

Voicemail 60 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAccessing Your Voicemail RemotelyRemote 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. The voice prompts in a menu list are repeated three times with a 5-second pause between. After three times with no action, the voice says “Goodbye” and the remote call is disconnected.Listening to the time/date stamp information of a message does not count as listening to the message. If you access the Voicemail through remote access and skip to another message while the time or date is playing, the message is still considered new.To access Voicemail remotely:1. Dial your company phone number.2. Depending on your system settings, do one of the following:If the Auto Attendant answers your call, enter your extension number. When your extension rings, wait for your call to go to voicemail, then press the star key twice (* *) when you hear your voicemail greeting.If the Auto Attendant allows you to reach your extension’s voicemail directly, press the star key twice (* *) when you hear your voicemail greeting.If the Phone Line Call Forward–No Answer setting forwards your call directly to your voicemail, press the star key twice (* *) when you hear your voicemail greeting.If the Phone Line Call Forward–No Answer setting rings your extension, wait for your call to go to voicemail, then press the star key twice (* *) when you hear your voicemail greeting.3. When you hear “Enter your access code, followed by the pound key” enter your password (if you have created one), then enter pound (#) to access the voice prompt menu.If you have not created a password, press the pound (#) key.To use this feature, your system must be set up for remote voicemail access. The Phone Line Call Forward–No Answer setting and Intercom Call Forward–No Answer setting must allow you to reach your extension’s voicemail. For more information, consult your system administrator.If your mailbox is full, your voicemail greeting does not play. Instead you hear “Voicemail is full” before being disconnected. To access your voicemail when your mailbox is full, quickly press the star key twice (* *) just as the “Voicemail is full” announcement begins.

Voicemail 61 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsTo 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 19. You have the following options:To listen to new messages, press 1.To listen to old messages, press 2.To change Voicemail options, press 8.Once you press 1 or 2, and the messages start playing, you have the following options: To stop message playback and replay options, press 5.To delete the current message, press 3.To repeat the previous message, press 4.To skip this message, press 6.To jump back 8 seconds, press 7.To jump forward 8 seconds, press 9.To return to the previous menu, press star * .Figure 19. Remote Voicemail Access

Voicemail 62 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsTo 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 20, you have the following options:To record a primary greeting, press 1.To record an alternate greeting, press 2.To choose the Primary or Alternate greeting, press 7.2. Begin recording after the tone.3. To end the recording, press 5.4. Select one of the following options:To review the recording, press 1.To record over the greeting, press 3.To accept the greeting, press 9.Figure 20. Remote Voicemail Greeting Setup

Call Log 63 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCHAPTER8CALL LOGThe 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 64“Managing Missed Calls” on page 65“Deleting Call Log Entries” on page 68.You can view the Call Log by pressing MENU, then 1, and then 6 from the Idle screen.This system has a caller ID feature that works with the caller identification service offered through your telephone service provider. There is a fee for this service, and it might not be available in all areas. This telephone can provide information only if both you and the caller are in areas offering caller identification service, and if both telephone service providers use compatible equipment.

Call Log 64 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsUsing the Call LogThe Call Log soft keys, as shown in Figure 21 and described in Table 15, are available whenever the Call Log has at least one entry.Figure 21. Call Log FunctionsThe Voicemail message icon appears in call entries where the caller left a message. The icon remains until you delete the message. An ! icon indicates the message is new.If your company has caller ID, the caller information appears. If the caller ID information is absent because it is unavailable, UNKNOWN NAME and UNKNOWN NUMBER appear. If the caller chooses not to send the information, PRIVATE NAME and PRIVATE NUMBER appear.1. Current Call Log entry number/ total number of entries50/50 maximum.2. Name and number3. Voicemail message available for playback. Exclamation mark (!) indicates the message is new.4. NEW Indicates the call was not answered and has not been reviewed.Table 15. Call Log Soft keysKey Description Key DescriptionPlays message. Appears only when there is a message.Deletes the entry.Dials the entry. Stores number in your Personal list.Clears [NEW] indication from the displayed entry.Deletes all entries.2431PlayMsgDeleteCallbackStoreClrNewDelAll

Call Log 65 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsTo access the Call Log:1. Press MENU, then 1, and then 6.The most recent Call Log entry appears.2. Press V or U until the desired entry is on the screen.3. Press CANCEL to exit the Call Log.Managing Missed CallsAll incoming calls are recorded in the Call Log. Unanswered calls that have not been reviewed are indicated by [NEW].To review and make calls from the Call Log:1. On the Call Log screen, press V or U to see the desired entry.Press to access dialing options before calling a number and to dial the displayed number. The Call Back screen appears.zPress to dial the on-screen number.zCall Log entries may not be in the proper format for dialing. In some areas, you need to remove the area code or add or remove a 1. Press Y or Z to view the dialing options. The following dialing options are available:nnn-nnnn (7 digits)1-nnn-nnnn (8 digits)nnn-nnn-nnnn (10 digits)1-nnn-nnn-nnnn (11 digits).Press to delete the displayed entry.2. Press CANCEL to exit the Call Log.CallbackCall StoreCall BackAngela Martin 732-555-7318 CallDelete

Call Log 66 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsListening to Voicemail From the Call LogIf the caller left a Voicemail message, you can play the message from the Call Log.To play a Voicemail message from the Call Log:1. On the Call Log screen, press U or V until the desired entry is on the screen. 2. Press . The message playback screen appears.If necessary, use the dial pad to enter your password and press SELECT.3. Press Delete while the message is playing to delete the voice message. There is a slight delay until the message indicators change.4. When the message playback completes, the Call Log appears.5. Press CANCEL to exit the Call Log.PlayMsgGraham Be ll 3DXVH 'HOHWH!Jul 19 1:18p only appears if the call has an associated Voicemail.PlayMsg

Call Log 67 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsStoring Call Log EntriesTo store a Call Log entry into your Personal list:1. From the desired Call Log entry, press Y or Z to display the soft key.2. Press to store the entry in your Personal list. The store personal entry screen appears.The caller information fills in the First Name and Number fields.3. If necessary, edit the name and number. Press V to move the cursor to the LastName and Phone # entries.Press to erase the highlighted character if there is one, or else the character before the cursor.When editing a phone number, press to insert a two-second pause. The pause appears as a P in the field and is counted as a digit.4. Press to store the entry and return to the Call Log.5. Press CANCEL to exit the Call Log.StoreStore:%;&<"$=---.%;&">&?Save Pa u s e BackspcBackspcPauseThe system does not check for duplicate entries.Save

Call Log 68 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDeleting Call Log EntriesYou 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 and the next entry appears.ORTo delete all Call Log entries, press Y or Z to display the soft key.a. Press .The confirmation screen appears.b. Press to confirm.2. Press CANCEL to exit the Call Log.DeleteDelAll&/(;@+AStore Clr New DelA llDelAllAre you sure you want to de lete all entries?Yes NoYes

Paging 69 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCHAPTER9PAGINGPaging 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.If your Syn248 system includes an optional overhead paging (OHP) system, you may be able to page through loudspeakers. The OHP system is included when you page AllExtensions. The OHP system may also be included in an individual Paging Zone.

Paging 70 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsSending a PageYou 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. Press MENU, then 1, and then 2.The Paging Zones screen appears. The screen shows the page options available to your Deskset.2. Highlight All Extensions or a Paging Zone.3. Press SELECT. The system emits a short paging tone and the Page screen appears.ORPress CANCEL to return to the idle screen.4. Speak into the speakerphone or pick up the handset to speak.5. When finished, press or CANCEL, hang up the handset, or press SPEAKER. The Idle screen appears.At the extensions being paged:Desksets involved in active calls, listening to a Voicemail message, or playing or recording a name or greeting do not receive pages.The PAGE Programmable Feature Key (key #5 by default) flashes.Press the VOL+ or VOL– keys to adjust the volume. This volume setting affects current and future incoming pages only.Lifting the handset interrupts the page. The PAGE key continues to flash.$"$B"%-<,"%"%-<C"%-="$"En d Pa g e$"$<,"%"%EndPage

Deskset Settings 71 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCHAPTER10DESKSET SETTINGSYou or your system administrator can customize your Deskset at the Deskset using the following menus and features:“Deskset Menu” on page 72“Features” on page 73“User Settings” on page 74“Admin Settings” on page 87“Deskset Information” on page 88“Auto-Attendant Settings” on page 89“Using Do Not Disturb (DND)” on page 89.

Deskset Settings 72 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDeskset MenuYou 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.To access the Deskset setup menus:1. Press MENU. The Deskset Menu appears.Press 1 on the dial pad to display the Features menu. These features are discussed throughout this User’s Guide. See “Features” on page 73 for appropriate links.Press 2 to display the User Settings menu. See “User Settings” on page 74 for further instructions.Press 3 to display the Admin Settings menu. See “Admin Settings” on page 87.Press 4 to display the Deskset Information screen. See “Deskset Information” on page 88 for further instructions.If your system administrator has set your extension as the Operator extension, the menu has an additional item. Press 5 to change the Auto Attendant settings. See “Auto-Attendant Settings” on page 89 for further instructions.

Deskset Settings 73 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsFeaturesUse the Features menu to access the Deskset Features, as shown in Figure 22 and described in Table 16.Figure 22. Deskset Features MenuTable 16. Deskset MenuFeature See page... Description1. Held Calls List 43 View and retrieve held calls from any line in the system.2. Page 70 Make an announcement to your organization.3. Messages 55 Play, delete, or forward messages.4. Do Not Disturb 89 Turn Do Not Disturb on and off.5. Directory 45 View and make calls from the Directory.6. Call Log 64 View and make calls from the Call Log.7. Redial 40 View the last 20 numbers dialed and redial a selected number.0. Help 20 View help information on the Deskset screen.Features Menu 1/3 Features Menu 2/3 Features Menu 3/3Depending on how your system administrator set up your extension, some of these features may be available by pressing one of the Programmable Feature Keys on the right side of the Deskset. See “Programmable Feature Keys” on page 17.

Deskset Settings 74 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsUser SettingsUse the User Settings menu to set up options as shown in Figure 23 and described in Table 17.Figure 23. User Settings MenuTo display the User Settings menu:1. Press MENU and then 2 to display the User Settings menu.2. If you have set a user password, the User Password screen appears before the UserSettings menu appears.Enter your password and press SELECT.To correct errors, press .To cancel your changes on that screen, press CANCEL at any time. The Deskset will return to the previous screen.Table 17. Deskset Menu – User SettingsSetting See page...1. Greetings 752. Intercom Auto Answer 773. Deskset Settings 784. Directory Settings 825. User Password 836. Cordless Headset (SB35025 only) 84User Settings Menu 1/2 User Settings Menu 2/2Backspc

Deskset Settings 75 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsGreetingsUse the Greetings menu, as shown in Figure 24 and described in Table 18, to record greetings.Figure 24. Greetings MenuTable 18. User Settings – Greetings MenuFunction See page... Description1. Voicemail Greeting 54 Record and set your Voicemail greetings.2. Name Recording 76 Record your name.

Deskset Settings 76 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsName RecordingIf callers access the Company Directory when unanswered calls are directed to the Auto Attendant, 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. Your system administrator may also recommend that you state both your name and extension number. It is important that your recording be consistent with recordings at other extensions in the system.To record and play a personal name: 1. Press MENU, then 2, then 1, and then 2 to display the Name Recording menu. The and soft keys do not appear if your name has not already been recorded.2. Press to record a personal name. The key changes to .3. Press when you are finished. The recording is saved and the recording review screen appears.4. Press to review the recorded name.ORPress to delete the recording. The Recording Deleted screen briefly appears. 5. Press CANCEL to return to the Greetings menu.PlayDeleteRecordRecordStopYou are limited to a 10-second recording; recording stops automatically if the limit is exceeded.StopPlayDelete

Deskset Settings 77 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsIntercom Auto AnswerYou can set the Deskset to automatically answer Intercom calls after a delay that you specify. Without touching the Deskset, you can speak to and be heard by people who call you. For example, employees in warehouses or shops may use this feature for quick conversations without having to interrupt what they are doing.To set Auto Answer:1. Press MENU, then 2, and then 2. The Intercom Auto Answer screen appears.2. Press Y or Z to select either Disabled or Enabled.3. Press V, then Y or Z to set the delay before the Deskset automatically answers each call.4. Press to confirm the change. The Call Management menu appears.When an incoming call is automatically answered, a Call Answered screen appears and a tone sounds.Do Not Disturb takes priority over Auto Answer.Intercom Auto Answer does not apply to outside calls that use an Intercom lime after they were forwarded to your Deskset by a Phone Line Call Forward–No Answer setting.Save

Deskset Settings 78 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDeskset SettingsUse the Deskset Settings menu to set up the display appearance and sounds of your Deskset as listed in Table 19.Figure 25. Deskset Settings MenuTable 19. Deskset Settings MenuFunction See page... Options1. Display 79 1. Contrast (1–9)2. Backlight (Lo/Hi/Off)2. Sounds 80 1. Ring Volume (0–9)2. Ringtones (1–9)3. Key beeps (On/Off)3. Volume Settings 81 Speaker Volume (1–9)Receiver Volume (1–9)Headset Volume (1–9)Paging Volume (1–9)4. Preferred Audio Mode 82 Preferred Audio Mode (Speaker, Headset)Deskset Settings Menu 1/2 Deskset Settings Menu 2/2

Deskset Settings 79 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDisplayUse the Display menu to adjust your Deskset LCD screen contrast and backlight.To use the Display menu:1. Press MENU, then 2, then 3, and then 1. The Display menu appears.2. Press Y or Z to adjust the Contrast level from 1 to 9. The default is 5.3. Press V to set the Backlight level.Press Y or Z to select Hi, Lo, or Off. The default is Hi.4. Press to accept the adjustments and return to the Deskset Settings menu.Save

Deskset Settings 80 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsSoundsUse the Sounds menu to set the ring volume, pick one of nine ringtones, or turn key beeps on and off. To use the Sounds menu:1. Press MENU, then 2, then 3, and then 2.The Sounds menu appears.2. Press Y or Z to adjust the Ring Volume from 0 to 9. The default is 3. A ringer sample plays. You can also set the ring volume by pressing VOL+ and VOL–.To turn off the ringer, decrease the volume to zero. 3. Press V, and then Y or Z to select one of nine Ringtones. The default is 1. Ringtone samples play when selected.4. Press V, and then Y or Z to turn Key Beeps On or Off. The default is On.5. Press to accept the adjustments and return to the Deskset Settings menu.Save

Deskset Settings 81 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsVolume SettingsSet 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 the VOL+ and VOL– keys.To use the Volume Settings menu:1. Press MENU, then 2, then 3, and then 3.The Volume Settings menu appears.2. Press Y or Z to set the Speaker Volume from 1 to 9. The default is 4.3. Press V, and then Y or Z to set the Receiver Volume from 1 to 9. The default is 3.4. Press V, and then Y or Z to set the Headset Volume from 1 to 9. The default is 4.5. Press V, and then Y or Z to set the Paging Volume from 1 to 9. The default is 4.6. Press to accept the adjustments and return to the Deskset Settings menu.Save

Deskset Settings 82 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsPreferred Audio ModeWhen you press a Line 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.To use the Preferred Audio Mode menu:1. Press MENU, then 2, then 3, and then 4.The Preferred Audio menu appears.2. Press Y or Z to select the preferred audio mode: Speaker or Headset.3. Press to accept the adjustments and return to the Deskset Settings menu.Directory SettingsUse 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. To use the Directory Settings menu:1. Press MENU, then 2, and then 4.The Directory Settings menu appears.2. Press Y or Z to Hide or Show the Personal Directory. This Directory holds your personal Directory entries. See “Directory” on page 44.3. Press V and then press Y or Z to Hide or Show the System Directory. This Directory holds public entries created and maintained by the system administrator.4. Press V and then press Y or Z to Hide or Show the Ext List Directory. This is a list of all extensions in the system.5. Press V and then press Y or Z to choose the Directory Sort Order; by first or last name.AnswerSave

Deskset Settings 83 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsSetting, Changing, or Resetting Your PasswordUse the User Password menu to set, change, or reset your password. This setting can also be controlled on the WebUI. To set or change the password:1. Press MENU, then 2, and then 5.The User Password menu appears.2. From the User Password menu, press 1.The Set/Change Password menu appears.3. Use the dial pad to enter a password of up to six digits. To correct errors, press .To start over, press .4. Press V and enter the new password again.5. To accept the change, press . The Password Saved screen appears, then the User Settings menu appears.To reset your password:1. From the User Password menu, press 2. A confirmation screen appears.2. Press to confirm that you want to reset your password. The message Userpassword has been reset appears. The User Password menu appears. Once the password has been reset, password entry is no longer necessary for User Settings, Voicemail, and the WebUI.BackspcDeleteSaveYes

Deskset Settings 84 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsRegistering an Optional Cordless HeadsetYou can register one AT&T TL7600 or TL7910 Cordless Headset to a SB35025 Deskset. When a Deskset has a cordless accessory, the Deskset and Headset are all part of the same extension, and only one device can be used at a time.To register the TL7600 or TL7910 Cordless Headset:1. Press MENU, then 2, and then 6.The Cordless Headset menu appears.2. Remove and replace the Cordless Headset from its charging base.3. Press . Registration in Progress... appears while the Deskset searches for the Headset. The TL7910 ON/OFF light flashes blue and red quickly.4. When registration is complete, Headset is registered appears and the Cordless Headset ON/OFF light turns solid blue. The TL7910 ON/OFF light turns solid red if it is not fully charged yet.5. Press CANCEL. The User Settings menu appears.The Headset must be in the charger, fully charged and deregistered from its base or any other device before registration can proceed. Even if the Cordless Headset has been in its charger, remove and replace the Cordless Headset before you press on the Deskset.RegisterRegisterRegistration can be terminated by pressing CANCEL on the Deskset.If the Cordless Handset is registered to another Deskset, it must be deregistered first. See “Deregistering a Cordless Headset” on page 85.

Deskset Settings 85 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDeregistering a Cordless HeadsetYou must deregister a Cordless Headset before you can register it to a different Deskset.To deregister a Cordless Headset:1. Press MENU, then 2, and then 6.The Cordless Headset menu appears.2. Press . The confirmation message appears.3. Press to confirm deregistration. The Deskset screen displays Headset is not registered. The Cordless Headset ON/OFF light slowly flashes.)4. Press CANCEL. The User Settings menu appears.Deregistering the Cordless Headset without the DesksetCordless Headsets can also be deregistered using the Headset. You can use this method when you cannot use the Deskset for standard deregistration. The Deskset may be out of range or may have been removed from the system.To deregister the Cordless Headset when the Deskset is not available:1. On the Headset, press VOL+ –> MUTE –> VOL– –> MUTE –> VOL+ –> VOL– –> MUTE.DeRegYes

Deskset Settings 86 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCordless Accessory Registration and Deregistration Time-OutFor security reasons, the registration process on both SB35025 Deskset and cordless accessory terminates after the time-out period of two minutes if registration is not successful.If the registration process times out on the cordless accessory, the cordless accessory resets itself. The Deskset returns to the unregistered cordless accessory startup screen. If the registration process times out on the Deskset, it displays Registration Failed and returns to Idle mode.If Cordless Headset registration fails, the ON/OFF light on the Headset flashes twice every five seconds. To reset the Headset, remove the Headset from the charger and try the registration process again, beginning with Step 1, “To register the TL7600 or TL7910 Cordless Headset:” on page 84.If the cordless device is registered to another Deskset or telephone, it must be deregistered first. See “Deregistering a Cordless Headset” on page 85.

Deskset Settings 87 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAdmin SettingsTo 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.For more information about these settings, see the Syn248 Installation and Configuration Guide, available from www.telephones.att.com/smb.The Admin Settings are determined by your system administrator. Only someone with access to the system administrator’s password can change the Admin Settings.

Deskset Settings 88 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDeskset InformationUse the Deskset Information screen, shown in Figure 26, 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.Figure 26. Deskset InformationTo display the Deskset Information:1. Press MENU and then 4. The Deskset Information screen appears.The model number, device status, IP Address, and Software version are listed with other information.2. Press V to view additional information.3. Press CANCEL to return to the Main menu.Deskset Information 1/4 Deskset Information 2/4Deskset Information 3/4 Deskset Information 4/4

Deskset Settings 89 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAuto-Attendant SettingsIf your system administrator has set your extension as the Operator extension, you can use the Deskset to select the Auto Attendant. The Auto Attendant can answer calls during periods when your office is closed or when calls go otherwise unanswered. The Auto Attendant has a voice greeting and an interactive menu to enable callers to reach the desired extension.Three Auto Attendant menus are available: a default menu, a Day menu and a Night menu. The default menu instructs callers to “Enter the extension number or enter 0 for the operator.” The system administrator can customize the Day menu and Night menu with your own company’s greeting message and instructions to callers.For more information, see “About the Auto Attendant” on page 30.To manage the Auto-Attendant Settings:1. Press MENU, then 5 to display the Auto-Attendant Settings.2. Press Y or Z to select the current menu: Default Menu, Day Menu, or Night Menu.3. Press to save the setting.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 Line LED flashes.To enable or disable Do Not Disturb:1. Press MENU, then 1, and then 4.The DND indicator appears on the Idle screen when Do Not Disturb is on.Only the system administrator can enable or disable the Auto Attendant.Save

Web Interface 90 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCHAPTER11WEB INTERFACEUse an Internet browser to access the Web User Interface (WebUI) that resides on your Deskset. See “Accessing the Web User Interface (WebUI)” on page 91. After you log in to the WebUI, you can configure the following features:“Basic Settings” on page 93“Personal Directory” on page 94“Quick Dial” on page 96.You can also view the Deskset Help from the WebUI. See “Help” on page 97.

Web Interface 91 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAccessing the Web User Interface (WebUI)To access the WebUI:1. Ensure that your computer is connected to the same network as the Syn248 system. In most cases, your computer will already be connected to the network through the PC port on the back of a Deskset.2. On the Deskset, press MENU then 4 to display Deskset Information.3. On the Deskset Information screen, find the IP Address.4. On your computer, open an Internet browser. AT&T recommends Internet Explorer (7 or higher).5. Type the Deskset IP address in the browser address bar, and press ENTER on your computer keyboard.6. A Login page appears.7. Under Login Name, log in as a user by typing your extension number.8. Enter your password if you have created one (see “Setting, Changing, or Resetting Your Password” on page 83). Otherwise, leave the password blank.9. Click .You can create or change your user password once you are logged in.The Basic Settings page shown in Figure 28 on page 93 appears.%D%E"F"= ;&!!C%&!""G E< %%&H-?--Changing a setting does not instantly apply the new value. Clicking saves and applies all changes on that page.

Web Interface 92 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsError HandlingIf 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 27. You can view a more detailed error description by resting your mouse pointer on the highlighted field..Figure 27. WebUI Error IndicationError MessageInvalid Entry

Web Interface 93 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsBasic SettingsThe remaining procedures in this chapter assume that you are already logged in to the WebUI. See “Accessing the Web User Interface (WebUI)” on page 91.After logging in, the Basic Settings page appears as shown in Figure 28. Your Extension Name, which the system administrator enters, is displayed on internal calls.Figure 28. Extension Basic SettingsTo modify the Basic Settings:1. If Intercom Auto Answer is enabled on your Deskset (see “Intercom Auto Answer” on page 77), you can:a. Disable Intercom Auto Answer.b. Set the Intercom Auto Answer Delay from 0 to 45 seconds. Your Deskset automatically answers Intercom calls after the delay time you select.2. Under User Password, create or change your Deskset password. The password must consist of numbers only and can be up to six digits long. This password is also used for accessing Voicemail and settings on the Deskset and on the WebUI.3. Click to save your changes.If Intercom Auto Answer is disabled from the Deskset, this setting does not appear.

Web Interface 94 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsPersonal DirectoryTo allow easy dialing, you can create a Personal Directory that is only available from your extension. You can also view and edit Personal Directory entries using the Deskset. See “Directory” on page 44.To add an entry to the Personal Directory:1. In the navigation menu at left, click Personal Directory. The Directory List page appears.2. Click . The Add Personal Directory List Entry page appears.3. Complete the form with the required information.4. Click to save. The Directory List appears with the entries added.

Web Interface 95 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsTo edit Personal Directory entries:1. In the navigation menu at left, click Personal Directory. The Directory List page appears.2. Click [Edit] next to the entry to be edited. The Edit Personal Directory List Entry page appears.3. Complete the form with the desired information.4. Click to accept your changes or to reject the changes.To sort and delete Personal Directory entries:1. In the navigation menu at left, click Personal Directory to display the Directory List.2. To sort entries by last name, click . The button then changes to . This action only works during the current session. The sort order reverts to listing the names by first name when you log in the next time.3. To delete Directory entries:a. Click the check boxes for the entries you want to delete.b. Click . All of the selected entries are removed.

Web Interface 96 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsQuick DialIf your system administrator has set up your Deskset with Quick Dial keys, you can add or edit entries for those keys.To add or edit Quick Dial Entries:1. In the navigation menu at left, click Feature Keys. The Programmable Feature Keys page appears.You can add or edit Quick Dial entries for any keys that the system administrator has set up as Quick Dial keys. All other Programmable Feature Keys are unavailable.2. Enter names and telephone numbers or extensions in the Name and Number columns.To edit or delete an entry, type over the entry.3. To save entries, click , or to reject the changes, click .4. Press the corresponding Programmable Feature Key on the Deskset to verify that the entries have been added or edited.

Web Interface 97 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsHelpTo 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.

Troubleshooting 98 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCHAPTER12TROUBLESHOOTINGIf you have difficulty operating your Deskset, try the following suggestions in this section:“Common Troubleshooting Procedures” on page 99“Display Messages” on page 100“Calls Generally” on page 102“Incoming Calls” on page 105“Outgoing Calls” on page 107“Voicemail” on page 108“Other Deskset Features” on page 110“WebUI” on page 111“PC/Deskset Interaction” on page 112..For customer service or product information, visit our web site at www.telephones.att.com/smb or call 1 (888) 386-2006. In Canada, dial 1 (888) 469-2005.

Troubleshooting 99 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCommon Troubleshooting ProceduresFollow these procedures to resolve common issues.Resolving General Functional IssuesTo 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 switch.Verify that the AC power outlet has power. Try plugging in some other AC device. If nothing works, contact an electrician or use another power outlet.Verify that the DC plug is plugged into the power jack on the device.The system devices are not immediately active when powered up and after a power interruption. Allow at least 30 seconds for the device to boot up. If your Deskset uses Power over Ethernet (PoE), ask your system administrator to confirm that the PoE switch is working correctly.To resolve a sluggish, unresponsive, or unusually behaving device:Reset the device by pressing the RESET button on the back of the Deskset for less than five seconds or by removing and restoring AC power.To restore a Deskset to factory defaults:Insert a pen or paper clip into the Reset hole on the back of the Deskset and press the RESET button for more than five seconds.Pressing the RESET button for more than five seconds will erase all data and settings.

Troubleshooting 100 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsDisplay MessagesThe screen is blank or the Deskset menu does not work.The screen displays Joining Site... for more than one minute.The screen displays Network Down.The screen displays Synch Failed.Probable Cause Corrective ActionThere may be no power or the Deskset may need to be reset.See “To resolve a blank screen or device that does not work at all:” on page 99.Reset the Deskset to factory defaults. Disconnect the network cable from the Deskset and insert a pen or paper clip into the reset hole and press for more than five seconds.Probable Cause Corrective ActionThe Gateway is failing to synchronize with a Deskset configured for a different system configuration.Always disconnect the network cable from the Deskset before restoring factory defaults (by pressing the RESET button more than five seconds).Probable Cause Corrective ActionThe network cable is unplugged.Ensure that one end of the network cable is plugged into the port marked on the device and that the other end is plugged into your office LAN.Confirm that the light next to the port is green. If it is not, unplug the cable and plug it in again.There may be a problem with the office network. Check if other network devices, such as computers, are communicating with the network. If not, then contact your IT administrator.Probable Cause Corrective ActionThe device synch failed when trying to connect to the system.Reset the device. Insert a pen or paper clip into the reset hole and press for less than five seconds.The maximum number of that type of device has been reached.A device must be removed from the network and deleted from the system before another device can be added.

Troubleshooting 101 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsThe device screen displays Synchronizing.... Deskset cannot make or receive phone calls and the Deskset screen displays Synchronizing....The same Deskset extension number already exists.Disconnect the network cable and reset the Deskset to factory defaults. Insert a pen or paper clip into the reset hole and press for more than five seconds. Reconnect the Deskset.The device software version is different than the rest of the system.Ask your system administrator to update all devices to the current software version.Probable Cause Corrective ActionProbable Cause Corrective ActionNot enough time has elapsed.The device may display Synchronizing… for a few seconds. This is normal and does not indicate a problem.Probable Cause Corrective ActionThe Deskset may have an incompatible software version.Ask your system administrator to update your Deskset to the current software version.

Troubleshooting 102 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCalls GenerallyCalls are dropped.Deskset cannot make or receive phone calls.On outside calls, you hear an excessive echo at the Deskset.Probable Cause Corrective ActionRestoring Deskset settings or updating software while that extension is in use will cause all calls to be dropped.Your system administrator should avoid updating software or restoring Deskset settings when you are likely to be using the phone.The network is down. Ensure that the network cable is securely plugged into the network port beneath your Deskset labeled and that the other end is plugged into your office LAN.The Deskset extension was changed during the call.Contact your system administrator. If changes were made to your extension while you were on a call, that call is dropped.Maximum Call Duration was exceeded.None. Outside calls that are forwarded or transferred to an outside phone number use two outside lines for the duration of the call. To avoid tying up two lines, the duration of such calls is limited by a timer that your system administrator sets.Probable Cause Corrective ActionYour Deskset is not synchronized.Press MENU –> 4 to verify that the DesksetStatus is Synchronized. See “Deskset cannot make or receive phone calls and the Deskset screen displays Synchronizing....” on page 101.Your Deskset is not connected to the LAN. Ensure that the network cable is securely plugged into the network port beneath your Deskset and that the other end is plugged into your office LAN.Probable Cause Corrective ActionThe automatic Gateway line calibration did not run properly.See your system administrator. There may be non-system equipment connected in parallel to the telephone line.

Troubleshooting 103 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsYou hear static, sudden silences, gaps in speech, or garbled speech.A call is forwarded or transferred to an outside telephone number and the call is disconnected.You are unable to transfer a call to an extension.Probable Cause Corrective ActionYou may be experiencing network problems.Your LAN administrator should ensure the following minimum guidelines are met:zA switched network topology is recommended (using standard 10/100 Ethernet switches that carry traffic at a nominal rate of 100 Mbit/s). zThe office network infrastructure should use Cat.-5 wiring.Do not connect a network server PC to the PC port on the Deskset.Make sure the network cable is solidly plugged in. If you tug on the cable, the plug should remain inserted.Probable Cause Corrective ActionTelephone line to telephone line call times have been restricted. Calls that are forwarded or transferred to an outside phone number use two outside lines for the duration of the call. To avoid tying up two lines, these calls are on a timer.Ask your system administrator to reset the Timerfor Forwarded and Transferred Outside Calls.Probable Cause Corrective ActionThe extension is unavailable. Check if the destination extension is disconnected from the network.Ensure that the extension exists.All the destination extension’s lines may be busy.If the party you have on hold hangs up, call back and start the transfer process again.

Troubleshooting 104 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsYou are unable to transfer a call to an outside phone number.Unanswered calls are not automatically forwarded to an outside phone number.Probable Cause Corrective ActionTransferring to an outside phone number has been disabled for your extension, or no lines are available.Check that your system administrator has enabled transferring to an outside phone number.Ensure that a valid outside number is shown in the to Phone # field (this setting is part of the Deskset Admin Settings).All phone lines may be in use. If so, try again later.Probable Cause Corrective ActionForwarding to an outside phone number has been disabled or the Call Forward–No Answer settings are incorrect.Ensure that a valid outside number is shown in the to Phone # field (this setting is part of the Deskset Admin Settings).Check that forwarding to an outside phone number has been enabled. Your system administrator must enable Fwd/Trans to line in the Deskset Admin Settings.

Troubleshooting 105 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsIncoming CallsYour Deskset does not receive incoming calls.Outside callers cannot find your extension in the Auto Attendant Directory.Call does not Auto Answer Intercom calls.Probable Cause Corrective ActionIncoming call notifications have been suppressed or delayed, or incoming calls are redirected by the Deskset, or incoming calls are not directed to the Deskset.Verify that Do Not Disturb is off. Make sure that DND is not in the top right corner of the Deskset display. Press MENU, then 1, then 4 to turn Do Not Disturb off.The ringer volume is too low. Press the + key to increase ringer volume.Probable Cause Corrective ActionYou have not recorded a Personal Name.Record a name at the Deskset. Press MENU –> 2 –> 1 –> 2 to record a Personal Name to be played to callers.Your system administrator has not entered your first and last name into the Extension List.Consult your system administrator.The outside caller may not be waiting long enough for the search.Tell callers that after spelling the name, they can press the pound (#) sign to start the search.Probable Cause Corrective ActionThe Deskset is in DND mode. Deactivate DND. Press MENU –> 1 –> 4.

Troubleshooting 106 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsCaller ID is not working. The display shows and a digit for the name, and the same digit for the phone number._ Phone# `Probable Cause Corrective ActionYour organization does not subscribe to caller ID service or you have DSL phone lines without filters installed.Caller ID is a subscription service. You must subscribe to this service from your local telephone service provider for this feature to work on your phone.The caller must be calling from an area that supports caller ID.Both you and your caller’s telephone companies must use caller ID compatible equipment.If you have DSL phone lines, confirm that you have a DSL filter plugged in between each Deskset and DSL wall jack. The DSL filter must be plugged into the wall jack, not the Gateway.

Troubleshooting 107 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsOutgoing CallsNo dial tone.When you dial an outside number, you reach an extension instead.You cannot make calls to an outside number.DDNs (Directory Dial Numbers) do not dial out properly from the Call Log.Probable Cause Corrective ActionHandset cord is plugged into the wrong jack.Ensure the handset cord is plugged into the 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.Probable Cause Corrective ActionYou predialed a phone number with an area code that matches an extension number, then you pressed the Intercom key.After predialing an outside phone number, press an available Line key to dial the number.Probable Cause Corrective ActionAn outside phone number cannot be accessed through the Gateway.If you see All Phone Lines Busy on the Deskset screen, try again later because all outside lines may be in use.Ensure that a Gateway is connected to the network and that it resides on the same subnet as the Deskset.Probable Cause Corrective ActionThis system does not support DDN.DDNs in the Call Log are treated like all other caller ID phone numbers.

Troubleshooting 108 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsVoicemailVoicemail is not received at the extension you called.Your Deskset does not receive Voicemail.Incomplete Voicemail messages.Probable Cause Corrective ActionThe extension‘s Voicemail is full.Delete messages.Extension is unplugged. Plug in the extension.Probable Cause Corrective ActionCalls are not being directed to Voicemail.Ask the system administrator to check the Call Forward – No Answer setting. Calls may be forwarding to another phone number instead of Voicemail.Voicemail memory is full. Delete messages.Probable Cause Corrective ActionRecording interrupted by time-out or full memory.If a caller leaves a very long message, part of it may be lost when the Deskset disconnects the call after two minutes.If an outside caller pauses for longer than six seconds, the Deskset stops recording and disconnects the call.If the Deskset’s memory becomes full during a message, the Deskset stops recording and disconnects the call.If the caller's voice is very soft, the Deskset may stop recording and disconnect the call.

Troubleshooting 109 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsThe system does not respond to remote Voicemail commands.Probable Cause Corrective ActionThe system cannot detect Dual-Tone Multi-Frequency (DTMF) tones, which are the signals sent when the caller presses dial-pad keys.Confirm you have entered star, star (**) before entering your remote access code (user password). If you have no password, press star, star (**), then pound (#).Confirm you are calling from a touch-tone phone.When you dial a number, you should hear tones. If you hear clicks, the phone is not a touch-tone telephone and cannot activate the answering system.The answering system might not detect the star, star (**) while your announcement is playing. Try waiting until the announcement is over before entering the code.There may be interference on the phone line you are using. Press the dial-pad keys firmly.

Troubleshooting 110 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsOther Deskset FeaturesOther Desksets do not appear in the extension list.You are unable to add an entry to Quick-Dial list.Probable Cause Corrective ActionThe Deskset is not connected to the same subnet as the other Desksets. Verify that the first two sections of the IP address (the portion before the second “dot”) match the IP addresses of the other Desksets or that the subnets are set up to communicate with each other. Press MENU –> 4 at a Deskset to find the IP address. If the other Desksets have been assigned static IP addresses, you may have to assign your Deskset a static IP address to match the other Desksets.Probable Cause Corrective ActionThe system administrator must configure one or more Programmable Feature Keys as Quick Dial keys before they can be used.Ask your system administrator to configure one or more Quick-Dial keys for your Deskset.

Troubleshooting 111 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsWebUIUnable to access the WebUI Log-in page from my computer.Changes made in the WebUI are not saved.Probable Cause Corrective ActionThe computer is not connected to the same subnet (network) as the Deskset, and the subnets are not set up to communicate.Verify the IP address. You must correctly enter the IP address of your Deskset into your Internet browser’s address bar. At the Deskset, press MENU –> 4 to see the IP address displayed in the third line of the information.Ensure that there is a network cable attached to the port on the Deskset and to the LAN. If a PC at the same workstation is sharing the LAN connection, attach a network cable to your computer’s Ethernet port and to the PC port on the back of the Deskset.Confirm that your computer and your Deskset are on the same subnet so that they can talk to each other. Check that the first three sections of each IP address are the same. If they are not, they may not be connected to the same subnet. Contact the installer; the subnets may not be set up to communicate.Probable Cause Corrective Action must be clicked on each page to confirm the changes.Click on each page to confirm the changes.

Troubleshooting 112 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsPC/Deskset InteractionInternet connection or access to the local network on your computer does not work after installing the Deskset.Your PC is slower after connecting it to the LAN through the Deskset.Your PC, which is connected to the LAN through the Deskset, briefly loses its network connection.Probable Cause Corrective ActionThe network cables are not installed correctly.Check that the network cable from the computer is plugged into the Deskset port labeled . A second network cable should be plugged into the port on the Deskset marked with the other end plugged into your LAN. Probable Cause Corrective ActionA computer connected through the Deskset will be limited to 100 Mbits/s. Use separate network connections for the Deskset and the computer so that the computer can take advantage of the network’s greater bandwidth.Probable Cause Corrective ActionFor PCs connected to the LAN through Desksets, disruption to the Deskset operation affects the PC. For example, when the Deskset restarts (possibly due to a software upgrade) the connection to the LAN is temporarily lost.If the PC is connected to the LAN through the Deskset, your system administrator should avoid updating software or restoring Deskset settings when you are using the workstation.If the PC is connected to the Deskset, and if the PC is connected to an Uninterruptible Power Supply (UPS), plug the Deskset into a UPS.Use separate network connections for the Deskset and the computer.

Troubleshooting 113 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsTL7600 Cordless HeadsetThe TL7600 Headset not responding.The light on the TL7600 Headset flashes orange and blue; the Headset does not work.Probable Cause Corrective ActionThe Headset has lost connection to the Deskset.1. Disconnect the Cordless Headset battery.2. Wait three minutes.3. Install the battery again and place the Cordless Headset into the charger.4. Wait for the ON/OFF light on the Headset to display a blue light, indicating that the Headset was able to reestablish its connection with the Deskset. Allow up to one minute for this to take place. Probable Cause Corrective ActionThe Headset is not registered.Remove and replace the Headset from its charger base.Register the Headset at the Deskset. On the Deskset, press MENU –> 2 –> 6 –> .Once the Headset is registered, the Headset light is blue when the Headset is placed in the charger.Register

Troubleshooting 114 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsThe TL7600 Headset does not work at all.The TL7600 Headset registration is not working.Poor audio quality. Speech is cutting out.Probable Cause Corrective ActionThe Headset is not getting power from its battery.Verify that the battery is installed and charged correctly.Place the Headset into the accessory charger. Ensure the charger is securely plugged into an outlet not controlled by a wall switch. The Headset LED will light to indicate that the Headset is charging.If the battery is completely depleted, it can take up to 10 minutes to charge the battery enough for the Headset to work even briefly. In this case, the ON/OFF LED will remain off and you will not be able to use the device. After 10 minutes of charging, remove the Headset from the charger and press ON/OFF on the Headset or HEADSET on the Deskset to turn on the Headset.Replace the Headset battery.Probable Cause Corrective ActionThe Headset and the Deskset are not communicating with each other.Confirm that you have placed the Headset in the charger before you press on the Deskset.If registration does not start, try lifting the Headset out of the charger for a few seconds before placing it back.RegisterProbable Cause Corrective ActionThe Headset is almost out of range or is experiencing interference.You may be close to being out of range. Try moving closer to the Deskset.Other electronic products can cause interference with your Headset. Try installing the Deskset far away from devices such as televisions, microwaves, or other cordless devices.If the problem persists, check audio quality on the Deskset and/or contact your system administrator.

Troubleshooting 115 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsHEADSET key on Deskset does not work.MUTE key on the Deskset does not mute the Headset.No dial tone.Batteries do not hold a charge.Probable Cause Corrective ActionHeadset is in the charger or powered down.Confirm that the Headset is out of its charger before you press HEADSET.Confirm that the Headset has sufficient power. If the Headset does not respond and the blue light does not blink, the battery may have no charge. Place the Headset in the charger for at least six hours.Probable Cause Corrective ActionMUTE keys on Deskset and Headset operate separately.None. Only the MUTE key on the Headset mutes calls. The MUTE key on the Deskset does not work with the Headset.Probable Cause Corrective ActionHeadset cannot communicate with Deskset.Verify that the Deskset can make external calls. For more information, see “Outgoing Calls” on page 107You may be out of range of the Deskset; move closer.At the Deskset, confirm that your Headset is registered to the Deskset. On the Deskset, press MENU –> 2 –> 6 to view the Cordless Handset screen.Probable Cause Corrective ActionBad battery or bad battery connection.Make sure that the Headset battery is installed and securely plugged into the connector. Charge the battery for at least six hours. For optimum daily performance, return the Cordless Headset to the charger when not in use.You may need a new battery.Your Headset might be malfunctioning. Contact the headset manufacturer.

Troubleshooting 116 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsThe Deskset shows no indication that the Headset is on a call.A buzzing sound on my TL7600 Headset.Unable to deregister TL7600 Headset.Probable Cause Corrective ActionThe Headset is registered to another Deskset. If others are using Headsets in your vicinity, someone may have accidentally registered your Headset to their Deskset.If nearby people have Headsets, they may have accidentally registered your Headset to one of their Desksets.a. Verify that a Headset is registered to your Deskset. On the Deskset, press MENU –> 2 –> 6 to view the Cordless Headset screen.b. If a Headset is registered, it may not be yours. Deregister your Headset from the Deskset, and ask all users in the vicinity to deregister their Headsets. At a Deskset, press MENU –> 2 –> 6 –> .c. Start the registration process again, but with one user at a time registering a Headset. At a Deskset, press MENU –> 2 –> 6 –> .DeRegRegisterProbable Cause Corrective ActionNoise interference. Move the Headset at least 12 inches away from the Deskset.Other electronic products can cause interference with your Cordless Headset. Try using your Headset as far away from these types of electronic devices as possible: television sets, microwaves, or other cordless telephones.Probable Cause Corrective ActionThe Deskset is unavailable (powered off, out of range, or removed from the system).Deregister the Headset at the Headset. Press: VOL+ –> MUTE –> VOL– –> MUTE –> VOL+ –> VOL– –> MUTE.You cannot identify or locate the Deskset that the Headset is registered to.If the Headset is registered to an unknown Deskset which has AC power, you must carry the Headset out of range of the Deskset and perform the Deregistration sequence described above. You will know when the Headset is out of range when you press ON/OFF and you hear three beeps and no dial tone.

Appendixes 117 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAPPENDIXESAppendix A: Soft KeysThe Syn248 SB35020/SB35025 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 20 provides an alphabetical list of the labels that appear above the Deskset soft keys.Table 20. Deskset Soft Key Functions Function Description Function DescriptionEnters a dot in IP address.Sets an option as the current Active option.Answers an incoming call.Backspace the cursor when entering data.Dials the on-screen entry.Allows dialing options before calling a number.Clears the current entry.Clears NEW indication from a message.Initiates a conference call.Deletes all records.Deletes a record.Deletes a Voicemail message.Deregisters Cordless Handset or Headset in registration menu.Shows any additional information.Drops the on-screen party from a conference call.Edit the current entry.Ends a conference call and hangs up all parties.Ends paging.Opens the Extension List.Switches between first and last name sort in the Directory and Extension lists.Initiates a hook flash.Silences ringer during incoming call.Adds the on-screen party to a conference call.Marks the current message as NEW.Creates a new Directory entry.Cancels proposed action.Initiates a system page.Inserts a two-second pause in a digit string.

Appendixes 118 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsPlays a message or recording.Plays all Voicemail messages.Plays a message from the Call Log.Plays a recording.Begins a recording.Saves a setting.Sends a Voicemail message.Stop recording.Stores the name and number into the Directory.Initiates transfer of a call.Displays a list of extensions to which you can transfer a call directly to Voicemail.Confirms proposed action.Table 20. Deskset Soft Key Functions (Continued)Function Description Function Description

Appendixes 119 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAppendix B: Technical SpecificationsTable 21 lists the technical specifications for the SB35020/SB35025 Deskset.Table 21. Technical Specifications Feature SpecificationSize 6.9” × 7.9” × 8.1” (H × W × D @57° angle), 7.9” × 7.9” × 7.1” (H × W × D @41° angle)Weight 35.59 oz. (1009 g) (including adapter)Power Requirements 5.1 V DC @ 1700 mA, 48 V DC Typ. (PoE Class 2)Transmit Frequency Deskset, Cordless Headset: 1921.536–1928.448 MHzRJ-45 Ethernet Network Jack(10Base-T/100Base-Tx) with auto MDI/MDIX switchingHeadset Jack Traditional corded headset jack type with 2-conductor wiring

Appendixes 120 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAppendix C: MaintenanceAvoid Rough TreatmentHandle the unit gently. Save the original packing materials to protect your equipment if you ever need to ship it. Avoid WaterYour unit can be damaged if it gets wet. Do not use the equipment outdoors in the rain or handle it with wet hands. Do not install the equipment near a sink, bathtub, or shower.Electrical StormsElectrical storms can sometimes cause power surges harmful to electronic equipment. For your own safety, exercise caution when using electrical appliances during storms.Cleaning Your UnitYour unit has a durable plastic casing that should retain its luster for many years. Clean it only with a soft cloth slightly dampened with water or a mild soap solution. Do not use excess water or cleaning solvents of any kind.Your system contains sophisticated electronic parts, so it must be treated with care.

Appendixes 121 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAppendix D: Important Safety InstructionsWhen using your telephone equipment, basic safety precautions should always be followed to reduce the risk of fire, electric shock, and injury, including the following:Read and understand all instructions. Follow all warnings and instructions marked on the product.Unplug this product from the wall outlet before cleaning. Do not use aerosol or liquid cleaners. Use a damp cloth for cleaning. Do not use this product near water (for example, near a bathtub, kitchen sink, or swimming pool).Do not place this product on an unstable surface.This product should be operated only from the type of power source indicated on the marking label. If you are not sure of the type of power supply in your home or office, consult your dealer or local power company. Do not allow anything to rest on the power cord. Do not install this product where the cord may be walked on. Never push objects of any kind into this product through the slots in the unit because they may touch dangerous voltage points or create a short circuit. Never spill liquid of any kind on the product. To reduce the risk of electric shock, do not disassemble this product; take it to an authorized service facility. Opening or removing parts of the unit other than specified access doors may expose you to dangerous voltages or other risks. Incorrect reassembling can cause electric shock when the product is subsequently used. Do not overload wall outlets and extension cords. The power adapter is intended to be correctly oriented in a vertical or floor mount position. The prongs are not designed to hold the plug in place if it is plugged into a ceiling or an under-the-table or cabinet outlet.Unplug this product from the wall outlet and refer servicing to an authorized service facility under the following conditions:When the power supply cord or plug is damaged or frayed.If liquid has been spilled on the product. If the product has been exposed to rain or water.If the product does not operate normally when following the operating instructions. Adjust only those controls that are covered by the operating instructions. Improper adjustment of other controls may result in damage and often requires extensive work by an authorized technician to restore the product to normal operation.If the product has been dropped and the unit has been damaged.If the product exhibits a distinct change in performance.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.

Appendixes 122 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsAppendix E: GPL License InformationPortions of the software associated with this product are open source, and fall within the scope of the GNU General Public License (GPL). Accordingly, those portions of code are available to the public, consistent with the requirements of the GPL, in either source code format or object code format, depending upon the nature of the code at issue. If you would like to exercise your right to receive the available code, please send a cashier’s check, payable to VTech Communications, Inc., in the amount of $15.00 (U.S.$) to:VTech Communications, Inc.,9590 SW Gemini Drive, Suite 120Beaverton OR 97008ATTN: Information Technology Group—Synapse®/Syn248 GPL code request, along with a written request for the available code. If your request does not fully comply with the foregoing requirements, VTech reserves the right to reject your request. Further, by requesting and receiving the available code, you release VTech, its affiliates, and its and their officers, directors, employees, and representatives (“VTech Parties”) from any liability or responsibility relating to such code, and you acknowledge that the VTech Parties make no representations with respect to the origin, accuracy, usability, or usefulness of such code, and the VTech Parties have no responsibility to you whatsoever concerning the code, including without limitation any responsibility to provide explanation, support, upgrade, or any communication whatsoever. Your review or use of the available code is at your sole risk and responsibility.

Glossary 123 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsGLOSSARYThis glossary provides definitions that pertain to the Syn248 telephone system.active call: An established telephone call that is not on holdanalog phone: A non-Syn248 telephone that plugs directly into a normal telephone wall plug or into the Syn248 Gateway BYPASS portAuto Answer: You can set the Deskset to automatically answer Intercom calls after a delay that you specify. Without touching the Deskset, you can speak to and be heard by people who call you.Auto Attendant: A system that automatically answers incoming calls and provides instructions to callersBYPASS port: An RJ-11 jack on the Gateway that allows for communication during power outages. Plug an analog telephone into this jack.Call Forward–No Answer: Automatically forward unanswered calls to the Auto Attendant, Voicemail, an extension, or outside phone number. The system administrator can configure a Call Forward–No Answer setting for each line connected to the Gateway, and an Intercom Call Forward–No Answer setting for your Deskset. Cat.-5 wiring: A twisted pair data cable commonly used in offices for computer communicationCO (Central Office): An office to which subscriber home and business lines are connected. The central office has switching equipment that can switch calls locally or to long-distance carrier phone offices.DECT (Digital Enhanced Cordless Telecommunication): A wireless telephone technology developed specifically for cordless telephones using frequencies between 1.8 and 1.9 Gigahertz. DECT communication is resistant to interference from other electronic equipment, has longer range, and improved battery life.default: The original product settingsdial pad: The 0 through 9, *, and # keys on the Deskset direct dial: Allows callers to directly dial users' extension numbers after the Auto Attendant answersDirectory: A list of names and phone numbersDisplay Names: The names that the system administrator enters to identify each extension number. The Auto Attendant uses these names to assist callers in forwarding calls.DND (Do Not Disturb): A feature that suppresses audible ringing and incoming paging at the DesksetDND ON (DND): An indicator in the top right corner of the Deskset display that illuminates when you turn on the Do Not Disturb featureDTMF (Dual-Tone Multi-Frequency): Telephone tones commonly known as “touch-tone”

Glossary 124 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsEmergency Bypass Port: The fifth SB35010 Analog Gateway jack that can provide telephone operation during a power failure when used with an analog phoneEthernet: A type of computer networking technology that connects devices via Local Area Networks (LANs)Extension list: A list of names and extension numbers for the Syn248 system telephonesextension number: The three-digit number representing each individual Desksetfactory default: The original product settingsflash memory: Reprogrammable system storage used for storing software upgradesFXO (Foreign Exchange Office): The Gateway telephone signaling interface between the telephone lines and the LANGateway: A network device equipped for interfacing with another network that uses different protocolsgreeting, preset: The voice message that plays to callers if the user has not recorded an outgoing messagehard key: Any physical key on the Deskset or Gateway. Examples include MENU and 1 on the Deskset; and SELECT and CANCEL on the SB35010 Gateway.hard reset: An action that restores factory default settingsHold announcement: A recorded message to play while calls are on hold. It can be combined with music on hold.hunt group: A telephone company feature that allows calls to a busy phone number to roll over to the next available line icon: A small picture in the display that presents status informationIdle: The mode of a device when it is not involved in call or call setup activityIntercom call, internal call: A phone call made from a Syn248 system extension to another extensioninterference: Electrical signals close by that cause degraded audio performance for cordless devicesIP address (Internet Protocol address): An individual numeric identification assigned to devices on your LANISDN (Integrated Services Digital Network): A set of communication standards for simultaneous digital transmission of voice, video, data, and other network services over the traditional circuits of the public switched telephone network.key beep: When enabled, pressing a key plays a toneLAN (Local Area Network): A communications network that allows data devices to communicate with each otherLCD (Liquid Crystal Display): The screen that provides instructions and feedbackLED (Light Emitting Diode): A small light on a device that indicates statuslive dial: Dialing after the phone is off hook

Glossary 125 Syn248 SB35020/SB35025 Deskset User’s Guide Back to Contentsmain menu, Auto Attendant: The Auto Attendant messages and actions that are available to callers before the callers take additional actionsmute: Stops sending your voice to the other party during a phone callNTP (Network Time Protocol): An Internet standard protocol that assures time synchronization in a computer networkoff hook: Indicates that you are on a phone call, have lifted the corded handset, or have pressed the SPEAKER or HEADSET keys to answer a call or to prepare to make a call. You are off hook from the moment that you hear a dial tone to when you hang up a call.on hook: Indicates that no Deskset is activeoperator: The extension that callers reach by dialing 0 (zero) when the Auto Attendant operator feature is enabled or that system users reach at any time by dialing 0 (zero)outside call: A phone call between a phone not a part of your Syn248 system and an extension within your Syn248 systempage: Broadcasts your voice to all idle extensions that do not have Do Not Disturb turned onpaging zone: A set of extensions that can be paged as a groupPersonal Directory: A private list of names and phone numbers available to only a single extensionPOTS (Plain Old Telephone Service): Basic telephone operation. The ability to make and receive phone calls.predial: Entering digits before going off hook to make a callPSTN (Public Switched Telephone Network): The world’s telephone networkQuick Dial: Provides one-touch dialing for frequently called phone numbersreboot: Restart a deviceRedial: Accesses the log of outgoing callssoft key: The 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.switch: A network switch links electronic devices. The switch processes and routes data flexibly, allowing more data to be handled without error. system administrator: A person to perform functions such as setting up and modifying system configurations. This system administrator can be an employee or your telephone equipment provider.System Directory: This list of names and phone numbers is created and maintained by the system administrator. All system users can sort and view this list.system operator: The extension that callers reach by dialing 0 (zero) when the Auto Attendant operator feature is enabled or that system users reach at any time by dialing 0 (zero)

Glossary 126 Syn248 SB35020/SB35025 Deskset User’s Guide Back to ContentsVoIP (Voice over Internet Protocol): A transmission technology for delivery of voice communications over IP networks such as the Internet or other packet-switched networks. Other synonymous terms include IP telephony, Internet telephony, Voice Over BroadBand (VoBB), broadband telephony, and broadband phone.WebUI (Web User Interface): A means of interacting with a product using a computer interface. Connection to the World Wide Web is not necessary.

Important Product InformationSafety Information and Limited WarrantySyn248 - Safety Information i3_(SB35025).fm Page 1 Thursday, October 11, 2012 10:01 AM

2PART 1Important Product InformationSafety InformationREAD AND UNDERSTAND ALL INSTRUCTIONS IN THE USER’S GUIDE. Observe all markings on the product.AVOID USING A TELEPHONE DURING A THUNDERSTORM. There may be a slight chance of electric shock from lightning.DO NOT USE A TELEPHONE IN THE VICINITY OF A GAS LEAK. If you suspect a gas leak, report it immediately, but use a telephone away from the area where gas is leaking. If this product is a cordless model, make sure the base is also away from the area.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.Syn248 - Safety Information i3_(SB35025).fm Page 2 Thursday, October 11, 2012 10:01 AM

3DO NOT USE THIS PRODUCT NEAR WATER OR WHEN YOU ARE WET. For example, do not use it in a wet basement or shower, or next to a swimming pool, bathtub, kitchen sink, or laundry tub. Do not use liquids or aerosol sprays for cleaning. If the product comes in contact with any liquids, unplug any line or power cord immediately. Do not plug the product back in until it has dried thoroughly.INSTALL THIS PRODUCT IN A PROTECTED LOCATION. Protect all line and power cords from damage and abrasion and place the cords where no one can trip over them.IF THIS PRODUCT HAS A THREE-PRONG (GROUNDING) PLUG OR A POLARIZED PLUG with one wide prong, it may not fit in non-polarized outlets. Do not defeat the purpose of these plugs. If they do not fit in your outlet, the outlet should be replaced by an electrician.The SB35010 Analog Gateway grounding terminal must be connected to reliable earth ground using a separate ground wire before connecting the telecommunication lines.The connection to earth ground must be verified by qualified personnel.Keep small metallic objects such as pins and staples away from the handset receiver.Use only the power adapter provided with this product. To obtain a replacement, call 1 (888) 386-2006. In Canada, dial 1 (888) 469-2005.Syn248 - Safety Information i3_(SB35025).fm Page 3 Thursday, October 11, 2012 10:01 AM

4IF THIS PRODUCT HAS USER-REPLACEABLE BATTERIES, REPLACE BATTERIES ONLY AS DESCRIBED IN YOUR USER’S GUIDE. Do not burn or puncture batteries—they contain caustic chemicals.IF THIS PRODUCT DOES NOT OPERATE NORMALLY, READ TROUBLESHOOTING IN THE USER’S GUIDE. If you cannot solve the problem, or if the product is damaged, refer to "5. How do you get warranty service?" on page 16. Do not open this product except as may be directed in your user’s guide. Opening the product or reassembling it incorrectly may expose you to hazardous voltages or other risks.Especially About Corded TelephonesELECTRICAL POWER: The telephone base must be connected to a working electrical outlet. The electrical outlet should not be controlled by a wall switch. Calls cannot be made from the handset if the telephone base is unplugged or if the electrical power is interrupted.POWER ADAPTER: The power adapter is intended to be correctly oriented in a vertical or floor mount position. The prongs are not designed to hold the plug in place if it is plugged into a ceiling, under-the-table or cabinet outlet.Syn248 - Safety Information i3_(SB35025).fm Page 4 Thursday, October 11, 2012 10:01 AM

5Especially About Telephone Answering SystemsTWO-WAY RECORDING: This unit does not sound warning beeps to let the other party know that the call is being recorded. To ensure that you are in compliance with any federal or state regulations regarding recording a telephone call, you should start the recording process and then inform the other party that you are recording the call.SAVE THESE INSTRUCTIONSSyn248 - Safety Information i3_(SB35025).fm Page 5 Thursday, October 11, 2012 10:01 AM

6FCC, ACTA and IC InformationIf this equipment was approved for connection to the telephone network prior to July 23, 2001, it complies with Part 68 of the Federal Communications Commission (FCC) rules. If the equipment was approved after that date, it complies with the Part 68 rules and with the Technical Requirements for Connection of Equipment to the Telephone Network adopted by the Administrative Council for Terminal Attachments (ACTA). We are required to provide you with the following information.1. Product identifier and REN informationThe label on the back or bottom of this equipment contains, among other things, an identifier indicating product approval and the Ringer Equivalence Number (REN). This information must be provided to your local telephone company upon request. For equipment approved prior to July 23, 2001, the product identifier is preceded by the phrase “FCC Reg No.” and the REN is listed separately. For equipment approved after that date, the product identifier is preceded by “US” and a colon (:). The Analog Gateway has the REN encoded in the product identifier without a decimal point as the sixth and seventh characters following the colon. For example, the product identifier US:AAAEQ03T123XYZ would indicate a REN of 0.3. The REN is used to determine how many devices you may connect to your telephone line and still have them ring when you are called. In most, but not all areas, the sum of all RENS should be five (5.0) or less. You may want to contact your local telephone company for more information.Syn248 - Safety Information i3_(SB35025).fm Page 6 Thursday, October 11, 2012 10:01 AM

72. Connection and use with the nationwide telephone networkThe plug and jack used to connect this equipment to the premises wiring and the telephone network must comply with the applicable Part 68 rules and technical requirements adopted by ACTA. A compliant telephone cord with modular plug is provided with this product. It is designed to be connected to a compatible modular jack that is also compliant. An RJ11 jack should normally be used for connecting to a single line and an RJ14 jack for two lines, see the installation instructions in the user’s guide. This equipment may not be used with coin telephone lines or with party lines. If you have specially wired alarm dialing equipment connected to your telephone line, ensure that the connection of this equipment does not disable your alarm equipment. If you have questions about what will disable the alarm equipment, consult your telephone company or qualified installer.3. Repair instructions If this equipment is malfunctioning, it must be unplugged from the modular jack until the problem has been corrected. Repairs to this telephone equipment can only be made by the manufacturer or its authorized agents. For repair procedures, follow the instructions outlined under "5. How do you get warranty service?" on page 16.Model Number Facility Interface CodeService Order Code Jack TypeSB35010 Analog Gateway N/A N/A RJ-11CSyn248 - Safety Information i3_(SB35025).fm Page 7 Thursday, October 11, 2012 10:01 AM

84. Rights of the telephone company If this equipment is causing harm to the telephone network, the telephone company may temporarily discontinue your telephone service. The telephone company is required to notify you before interrupting service. If advance notice is not practical, you will be notified as soon as possible. You will be given the opportunity to correct the problem and the telephone company is required to inform you of your right to file a complaint with the FCC. Your telephone company may make changes in its facilities, equipment, operation, or procedures that could affect the proper functioning of this product. The telephone company is required to notify you if such changes are planned.5. Hearing aid compatibility If this product is equipped with a corded or cordless handset, it is hearing aid compatible.6. Programming/testing of emergency numbers If this product has memory dialing locations, you may choose to store police, fire department, and emergency medical service telephone numbers in these locations. If you do store these numbers, please keep three things in mind: a. We recommend that you also write the telephone number on the directory card (if applicable), so that you can still dial the emergency number manually if the memory dialing feature does not work. Syn248 - Safety Information i3_(SB35025).fm Page 8 Thursday, October 11, 2012 10:01 AM

9b. This feature is provided only as a convenience, and the manufacturer assumes no responsibility for customer reliance upon the memory feature. c. Testing the emergency telephone numbers you have stored is not recommended. However, if you do make a call to an emergency number: You must remain on the line and briefly explain the reason for the call before hanging up. Programming/testing of emergency numbers should be performed during off-peak hours, such as in the early morning or late evening, when emergency services are usually less busy.Syn248 - Safety Information i3_(SB35025).fm Page 9 Thursday, October 11, 2012 10:01 AM

10Part 15 of FCC RulesSome telephone equipment generates, uses and can radiate radio frequency energy and, if not installed and used properly, may cause interference to radio and television reception. The SB35010 Analog Gateway has been tested and found to meet the standards for a Class B digital device, as specified in Part 15 of the FCC rules.These specifications are designed to provide reasonable protection against interference in a residential installation. However, there is no guarantee that interference will not occur in a particular installation.If this product causes interference to radio, VCR or television reception when it is in use, you might correct the interference with any one or all of these measures:Where it can be done safely, reorient the receiving radio, VCR, or television antenna.To the extent possible, relocate the radio, VCR, television, or other receiver to increase the separation between the equipment and the receiver.If this telephone product runs on AC power, plug your product into an AC outlet that’s not on the same circuit as one used by your radio, VCR, or television.Consult a dealer or an experienced radio/TV technician for help.Modifications to this product not expressly approved by the manufacturer could void the user’s authority to operate the equipment.Syn248 - Safety Information i3_(SB35025).fm Page 10 Thursday, October 11, 2012 10:01 AM

11The SB35020 Deskset and SB35025 Deskset have been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. 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. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user is required to correct the interference at the user's expense.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.To ensure safety of users, the FCC has established criteria for the amount of radio frequency energy that can be safely absorbed by a user or bystander according to the intended use of the product. This product has been tested and found to comply with the FCC criteria. The Deskset shall be installed and used such that parts of the user's body other than the hands are maintained at a distance of approximately 20 cm (8 inches) or more. The handset may be safely held against the user’s ear. If you choose to use a clipping device, please make sure to use only the supplied AT&T belt clip.Syn248 - Safety Information i3_(SB35025).fm Page 11 Thursday, October 11, 2012 10:01 AM

12Industry CanadaOperation in Canada is subject to the following two conditions: (1) this device may not cause harmful interference, and (2) this device must accept any interference, including interference that may cause undesired operation.The term “IC” before the certification/registration number only signifies that the Industry Canada technical specifications have been met.The REN for the SB35010 Analog Gateway is 0.1. The REN is an indication of the maximum number of devices allowed to be connected to a telephone interface. The termination on an interface may consist of any combination of devices subject only to the requirement that the sum of the RENs of all the devices does not exceed five.This product meets the applicable Industry Canada technical specifications.Ce produit est conforme aux spécifications techniques d'Industrie Canada.The SB35010 Analog Gateway complies with Canadian ICES-003 Class B digital apparatus requirements. The SB35020 Deskset and SB35025 Deskset comply with Canadian ICES-003 Class A digital apparatus requirements.Syn248 - Safety Information i3_(SB35025).fm Page 12 Thursday, October 11, 2012 10:01 AM

14parts. If the manufacturer chooses to replace the PRODUCT, they may replace it with a new or refurbished PRODUCT of the same or similar design. The manufacturer will retain the defective parts, modules, or equipment. Repair or replacement of the PRODUCT at the manufacturer’s option is your exclusive remedy. The manufacturer will return the repaired or replacement products to you in working condition. You should expect the repair or replacement to take approximately 30 days.3. How long is the Limited Warranty period? The Limited Warranty period for Syn248TM Products extends for TWO (2) YEARS from the date of purchase. If the manufacturer repairs or replaces a materially defective PRODUCT under the terms of this Limited Warranty, this Limited Warranty also applies to the repaired or replacement PRODUCT for a period of either (a) 90 days from the date the repaired or replacement PRODUCT is shipped to you, or (b) the time remaining on the original two-year Limited Warranty; whichever is longer. Syn248 - Safety Information i3_(SB35025).fm Page 14 Thursday, October 11, 2012 10:01 AM

154. What is not covered by this Limited Warranty? This Limited Warranty does not cover: PRODUCT that has been subjected to misuse, accident, shipping or other physical damage, improper installation, abnormal operation or handling, neglect, fire, water or other liquid intrusion; or PRODUCT that has been damaged due to repair, alteration or modification by anyone other than an authorized service representative of the manufacturer; or PRODUCT to the extent that the problem experienced is caused by signal conditions, network reliability or cable or antenna systems; or PRODUCT to the extent that the problem is caused by use with non-AT&T accessories; PRODUCT whose warranty/quality stickers, PRODUCT serial number plates or electronic serial numbers have been removed, altered or rendered illegible; or PRODUCT purchased, used, serviced or shipped for repair from outside the United States of America or Canada, or used for commercial or institutional purposes (including but not limited to products used for rental purposes); or PRODUCT returned without a valid proof of purchase (see "6. What must you return with the PRODUCT to get warranty service?" on page 17); or Charges for installation or setup, adjustment of customer controls, and installation or repair.Syn248 - Safety Information i3_(SB35025).fm Page 15 Thursday, October 11, 2012 10:01 AM

165. How do you get warranty service? To obtain warranty service, contact the person who installed your system. If your installer is unavailable, visit our website at www.telephones.att.com/smb or call 1 (888) 386-2006. In Canada, call 1 (888) 469-2005.The manufacturer will return repaired or replaced PRODUCT under this Limited Warranty. Transportation, delivery or handling charges are prepaid. The manufacturer assumes no risk for damage or loss of the PRODUCT in transit. If the PRODUCT failure is not covered by this Limited Warranty, or proof of purchase does not meet the terms of this Limited Warranty, the manufacturer will notify you and request that you authorize the cost of repair prior to any further repair activity. You must pay for the cost of repair and return shipping costs for the repair of products not covered by this Limited Warranty.Before calling for service, please review the user’s guide. A check of the PRODUCT's controls and features may save you a service call. Except as provided by applicable law, you assume the risk of loss or damage during transit and transportation and are responsible for delivery or handling charges incurred in the transport of the PRODUCT to the service location.Syn248 - Safety Information i3_(SB35025).fm Page 16 Thursday, October 11, 2012 10:01 AM

176. What must you return with the PRODUCT to get warranty service?You must:1. Return the entire original package and contents, including the PRODUCT, to the service location along with a description of the malfunction or difficulty; and2. Include a “valid proof of purchase” (sales receipt) identifying the PRODUCT purchased (PRODUCT model) and the date of purchase or receipt; and3. Provide your name, complete and correct mailing address and telephone number.7. Other limitationsUnless you purchase an Extended Warranty, this Limited Warranty is the complete and exclusive agreement between you and the manufacturer of this AT&T branded PRODUCT. It supersedes all other written or oral communications related to this PRODUCT. The Limited Warranty exclusively describes all of the manufacturer’s responsibilities regarding the PRODUCT. There are no other express warranties. No one is authorized to make modifications to this Limited Warranty and you should not rely on any such modification.State/Provincial Law Rights: This Limited Warranty gives you specific legal rights, and you may also have other rights which vary from state to state or province to province.Syn248 - Safety Information i3_(SB35025).fm Page 17 Thursday, October 11, 2012 10:01 AM

18Limitations: Implied warranties, including those of fitness for a particular purpose and merchantability (an unwritten warranty that the PRODUCT is fit for ordinary use), are limited to one year from date of purchase. Some states/provinces do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. In no event shall the manufacturer be liable for any indirect, special, incidental, consequential or similar damages (including, but not limited to lost profits or revenue, inability to use the PRODUCT or other associated equipment, the cost of substitute equipment, and claims by third parties) resulting from the use of this PRODUCT. Some states/provinces do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.Please retain your original sales receipt as proof of purchase.8. Extended WarrantyAt its sole discretion, Advanced American Telephones may offer an extended warranty program, which you may purchase for additional warranty protection.Syn248 - Safety Information i3_(SB35025).fm Page 18 Thursday, October 11, 2012 10:01 AM

Syn248 - Safety Information i3_(SB35025).fm Page 19 Thursday, October 11, 2012 10:01 AM

2 Synapse SB67020/SB67025 Deskset User’s GuideCONTENTSPreface ..............................................................................................................6Additional Documentation .................................................................................................................................6Topic Navigation .....................................................................................................................................................7Text Conventions....................................................................................................................................................7Overview...........................................................................................................8Synapse System Overview .................................................................................................................................9SB67020/025 Deskset Description............................................................................................................ 10Deskset Hard Keys............................................................................................................................. 11Modes of Operation ........................................................................................................................................... 12Call Appearance Mode .................................................................................................................... 12Line Appearance Mode.................................................................................................................... 12Setting Your Password...................................................................................................................................... 13Soft Keys.................................................................................................................................................................. 13Scroll Indicators ................................................................................................................................................... 13Deskset Status Indicators................................................................................................................................ 14Call Indicators ....................................................................................................................................................... 15Call Indicators in Call Appearance mode............................................................................... 16Call Indicators in Line Appearance mode.............................................................................. 17Call Status Icons................................................................................................................................. 18Call Status LEDs.................................................................................................................................. 18Programmable Feature Keys ......................................................................................................................... 19Programmable Feature Key LEDs............................................................................................... 20Dial-Pad Entry ....................................................................................................................................................... 21Using the Speakerphone.................................................................................................................................. 22Using Help Screens............................................................................................................................................. 22About the Auto Attendant .............................................................................................................................. 23Caller Options ...................................................................................................................................... 23Outgoing Calls...............................................................................................24Active Call Screen............................................................................................................................................... 25Predialing................................................................................................................................................................. 26Live Dialing ............................................................................................................................................................. 27Making a Call from a List................................................................................................................................. 28Calling a Busy Extension ................................................................................................................................. 29

3 Synapse SB67020/SB67025 Deskset User’s GuideMaking an Intercom Call.................................................................................................................................. 30Calling a Restricted Number.......................................................................................................................... 31Calling Restricted Numbers on Your Extension.................................................................. 31Calling Restricted Numbers Using Another Extension .................................................... 31Incoming Calls ...............................................................................................32Incoming Call Screen......................................................................................................................................... 33Incoming Call Indication .................................................................................................................................. 34Call Appearance Mode .................................................................................................................... 34Line Appearance Mode.................................................................................................................... 34Answering a Call.................................................................................................................................................. 35Ignoring a Call....................................................................................................................................................... 36Forwarding All Calls........................................................................................................................................... 37Call Screening ....................................................................................................................................................... 38Auto Answering.................................................................................................................................................... 39Answering Direct Intercom Calls................................................................................................ 40Answering Calls in the Call Queue............................................................................................................. 41Answering Calls from Idle Mode................................................................................................. 41Viewing the Queued Calls List..................................................................................................... 41Call Management ..........................................................................................42Call Management................................................................................................................................................. 43Putting a Call on Hold in Call Appearance Mode............................................................................... 44Putting a Call on Hold in Line Appearance Mode .............................................................................. 45Transferring a Call in Call Appearance Mode ....................................................................................... 46Transferring a call to a busy extension................................................................................... 47Transferring a Call in Line Appearance Mode....................................................................................... 48Making a Conference Call............................................................................................................................... 49Putting a Conference on Hold..................................................................................................... 50Ending a Conference ........................................................................................................................ 50Parking a Call........................................................................................................................................................ 51Retrieving a Parked Call ................................................................................................................. 52Call Management with one Call Appearance........................................................................................53Call Management Using a Headset ............................................................................................................ 53Accessing Items in Lists ..............................................................................54Accessing the Queued Calls List ................................................................................................................. 55Accessing the Park List .................................................................................................................................... 56Accessing the Extension List ......................................................................................................................... 57Accessing the Redial List................................................................................................................................. 58Dialing a Redial Number................................................................................................................. 58Deleting Redial Entries .................................................................................................................... 59Searching the Extension or Directory Lists Using the Dial Pad................................................... 60Accessing the Held Calls List ........................................................................................................................ 61Directory .........................................................................................................62Using the Directory............................................................................................................................................. 63Viewing and Calling Directory Entries....................................................................................................... 64Creating a New Personal List Entry ........................................................................................................... 65

4 Synapse SB67020/SB67025 Deskset User’s GuideEditing a Personal List Entry.......................................................................................................................... 66Storing Directory Entries from the Call Log or Redial List............................................................. 67Deleting a Personal List Entry ...................................................................................................................... 68Sorting Directory Entries.................................................................................................................................. 69Voicemail ........................................................................................................70Voicemail Overview ............................................................................................................................................ 71Group Mailbox Overview ................................................................................................................ 72Accessing Your Messages ............................................................................................................................... 74Message Playback.............................................................................................................................. 75Calling the Messenger ..................................................................................................................... 76Forwarding a Message..................................................................................................................... 77Forwarding a Voicemail Message ...................................................................................... 77Recording an Introduction to Send with a Forwarded Message........................ 78Sending a New Message to a Distribution List..................................................................................... 79Deleting Messages.............................................................................................................................................. 80New Message Status Indications ................................................................................................................. 81Accessing Your Voicemail Remotely.......................................................................................................... 82Call Log ...........................................................................................................85Using the Call Log .............................................................................................................................................. 86Managing Missed Calls...................................................................................................................................... 88Listening to Voicemail From the Call Log.............................................................................. 89Storing Call Log Entries.................................................................................................................................... 90Deleting Call Log Entries................................................................................................................................. 91Paging..............................................................................................................92Sending a Page..................................................................................................................................................... 93Deskset Settings ...........................................................................................94Deskset Menu........................................................................................................................................................ 95Features.................................................................................................................................................................... 96User Settings.......................................................................................................................................................... 98Greetings ................................................................................................................................................ 99Voicemail Greetings................................................................................................................100Name Recording.......................................................................................................................102Call Management .............................................................................................................................103Call Forward All and Call Forward–No Answer........................................................104Automatic Answering.............................................................................................................106Deskset Settings ...............................................................................................................................108Display...........................................................................................................................................109Sounds...........................................................................................................................................110Volume Settings .......................................................................................................................111Preferred Audio Mode ...........................................................................................................112Directory Settings.............................................................................................................................113Setting and Changing Your Password ...................................................................................114Changing Your Password.....................................................................................................115Registering an Optional Cordless Headset .........................................................................116

5 Synapse SB67020/SB67025 Deskset User’s GuideDeregistering a Cordless Headset ...........................................................................................117Deregistering the Cordless Headset without the Deskset..................................117Cordless Accessory Registration and Deregistration Time-Out................................118Setting the Voicemail to Email Mode.....................................................................................119Admin Settings....................................................................................................................................................120Deskset Information.........................................................................................................................................121Auto-Attendant Settings................................................................................................................................122Using Do Not Disturb (DND) ........................................................................................................................123Web Interface ............................................................................................. 124Accessing the Web User Interface (WebUI).........................................................................................125Error Handling....................................................................................................................................126Basic Settings......................................................................................................................................................127Personal Directory ............................................................................................................................................129Quick Dial..............................................................................................................................................................131Voicemail Distribution .....................................................................................................................................132Help ..........................................................................................................................................................................135Troubleshooting ......................................................................................... 136Common Troubleshooting Procedures...................................................................................................137Display Messages...............................................................................................................................................138Calls Generally....................................................................................................................................................140Incoming Calls.....................................................................................................................................................144Outgoing Calls ....................................................................................................................................................147Voicemail ...............................................................................................................................................................149Other Deskset Features..................................................................................................................................152WebUI......................................................................................................................................................................154PC/Deskset Interaction ..................................................................................................................................155Appendixes.................................................................................................. 156Appendix A: Soft Keys.....................................................................................................................................156Appendix B: Technical Specifications......................................................................................................158Appendix C: Maintenance..............................................................................................................................159Appendix D: Important Safety Instructions...........................................................................................160Appendix E: GPL License Information .....................................................................................................161Glossary ....................................................................................................... 162

Preface 6 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsPREFACEThis User’s Guide provides instructions for using your Synapse SB67020/SB67025 Deskset telephone with software version 3.0.0 or newer. See page 121 for instructions on checking the software version on the Deskset. Although the Quick Start Guide also includes information on using the Deskset, this guide has information on setting up the SB67020/SB67025 Deskset and more complete information on feature usage.Before using this AT&T product, please read “Appendix D: Important Safety Instructions” on page 160. Please thoroughly read this user’s guide for all the feature operations and troubleshooting information necessary to operate your new AT&T product.Additional DocumentationDownloadable copies of all Synapse documents, including user’s and administrator’s guides, installation instructions and Quick Start Guides, are available at www.telephones.att.com/synapseguides.For customer service or product information, contact the person who installed your system. If your installer is unavailable, visit our web site at www.telephones.att.com/smb or call 1 (888) 916-2007. In Canada, dial 1 (888) 883-2474.

Preface 7 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsTopic NavigationThis Synapse SB67020/SB67025 Deskset User’s Guide features easy navigation between topics and the ability to return to your original topic.Text in blue indicates a link to another page in the document. Bold text in blue indicates a hyperlink to an external web site.You can also click the arrows at the bottom of the page to move around this document.Text ConventionsTable 1 lists text formats and describes how they are used in this guide.Go back to the last page viewed.Go to the previous page.Go to the next page.Table 1. Description of Text ConventionsText Format DescriptionScreen Identifies text that appears on a device screen or a WebUI page in a title, menu, or prompt.HARD KEY or DIAL-PAD KEY Identifies a hard key, including the dial-pad keys.Identifies a soft key.Line Appearance modeText in the left-hand margin identifies a step or paragraph that applies to a specific configuration or Synapse device.Example of a Note.Example of a Caution.CallFwdNotes provide important information about a feature or procedure.A caution means that loss of data or unintended circumstances may result.

Overview 8 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCHAPTER1OVERVIEWThe Synapse® Business Phone System from AT&T is for businesses that need up to 100 extensions. This system is scalable from 1 to 39 outside lines, so as your business grows, your phone system can too. The Synapse Business Phone System provides simplicity without sacrifice—it's simple to install, manage, and use, without sacrificing any of the features you need and expect from a business telephone system.This chapter introduces the SB67020/025 Deskset and provides an overview of the Synapse System and the external features of the Deskset.The SB67025 Deskset allows you to register a compatible AT&T DECT Cordless Headset for hands-free phone conversations. For more information, see “Registering an Optional Cordless Headset” on page 116.“Synapse System Overview” on page 9“SB67020/025 Deskset Description” on page 10“Modes of Operation” on page 12.

Overview 9 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsSynapse System OverviewYour 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 sample system.Figure 1. Sample Synapse Systemblue lines = telephone green line = T1 red lines = Ethernet orange lines = audio

Overview 10 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsSB67020/025 Deskset DescriptionThe key external features of the Deskset are shown in Figure 2 and described in Table 2.Figure 2. Deskset LayoutTable 2 Deskset Features1. Liquid Crystal Display (LCD) Provides controls and information for using the Deskset.2. Soft Keys Three keys that produce different actions, depending on the LCD labels. 3. Handset Traditional 2-conductor wiring (FXO—Foreign Exchange Office Ports).4. Hard Keys Fixed-function keys. See “Deskset Hard Keys” on page 11.5. Programmable Feature Keys Provide easy access to various call functions.6. Display Keys Control menu functions shown in the display.7. Navigation Moves the cursor up (U), down (V), left (Y), right (Z) on the display.8. Voicemail Indicator Illuminates when there are new Voicemail messages.12435678

Overview 11 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDeskset Hard KeysThe 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.Figure 3. Deskset Function KeysTable 3 Deskset Function Keys1. VOL+/VOL– Increases/decreases the ringer and voice volume.2. HEADSET Routes audio to headset. Can be used to go off hook.3. HOLD Puts the current active call on hold. Allows access to other calls and features while maintaining call connection.4. MUTE Mutes the microphone. When on, the other party cannot hear you.5. SPEAKER During a call, switches voice to and from the speakerphone. Can be used to answer or start a call, or to hang up.1 2345

Overview 12 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsModes of OperationThe system administrator can configure the Synapse system to operate in one of two different modes: Call Appearance mode and Line Appearance mode. Desksets operate differently in each mode. The appearance mode affects how you make, answer, and manage calls. Each mode provides a unique set of configurable features. This User’s Guide includes information about, and procedures for, both Call Appearance mode and Line Appearance mode.You know your Deskset is in Call Appearance mode when the Idle screen displays NewMissed Calls as shown in Figure 4. The Idle screen appears when the Deskset is first turned on and when there is no call activity. In Line Appearance mode, the Deskset does not display missed calls.Figure 4. Idle Screen in Call Appearance modeCall Appearance ModeIn Call Appearance mode, the system administrator can configure your Deskset with up to 10 virtual “lines” on which you can make and receive calls. These lines are called Call Appearances in this User’s Guide. You can use Call Appearances for calls to and from external numbers (232-555-0176, for example) or other Synapse Deskset extensions (Extension 220, for example). You can access each Call Appearance by pressing a Programmable Feature Key as shown in Figure 2 on page 10. By default, the top two Programmable Feature Keys on the SB67020/025 Deskset are Call Appearance keys.Line Appearance ModeIn Line Appearance mode, each line also corresponds to a Programmable Feature Key on the Deskset. These are called Line Appearance keys in this User’s Guide. Unlike Call Appearance mode, each Line Appearance key represents an actual physical line connected to the PSTN Gateway (the Synapse system can have up to four PSTN Gateways providing up to 16 lines). The system administrator can configure your Deskset with up to 9 lines on which you can make and receive external calls. One Programmable Feature Key is reserved for “Intercom” calls to other Synapse Deskset extensions.Other Desksets in the system share these lines and display the line status. Incoming calls on a line ring at all Desksets that share that line. The Line Appearance key LED indicates whether a line is ringing, busy, or on hold.Wed Sep 08 11:09AMJohn Smith EXT 219 3 New Mis s ed Calls 2 New MessagesMessage StatusNumber of new, unreviewed voice messages.Your Extension NumberExtension numbers may be 3 or 4 digits.Date and TimeExtension NameName assigned to this DesksetNew Missed CallsNumber of new calls whose call information has not been reviewed. (Call Appearance mode only)

Overview 13 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsThe 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.Setting Your PasswordYou can protect your Deskset by setting a password that prevents other users from accessing your User Settings and Voicemail. If you create a password, you will need to enter it before accessing User Settings, Voicemail, and the WebUI. You will also need to enter your password before calling a restricted number. See “Calling a Restricted Number” on page 31.For more information, see “Setting and Changing Your Password” on page 114.Soft KeysSoft 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.The soft key labels change according to the current task. For example, if you are holding a call, the key labels displayed are different from those displayed if you are making a call. See “Appendix A: Soft Keys” on page 156 for an alphabetical list of the labels that appear above the soft keys.The top example shows the soft key labels for the soft keys on the active call screen.The bottom example shows soft keys with and that indicate the feature uses more than three soft keys. To view the additional keys, press Y or Z.Figure 5. Soft Keys and Scroll IndicatorsScroll IndicatorsWhen scroll indicators appear in the upper right-hand corner of the display, as shown in Figure 5, you can press U and V on the Navigation key to view the next entry or the next screen.Scroll IndicatorsSoft KeysChange according to the current task.

Overview 14 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDeskset Status IndicatorsStatus indicators appear in the upper right-hand corner of the Deskset display, as shown in Figure 6 and as described in Table 4.Figure 6. Sample Status IndicatorTable 4 Status IndicatorsIcon Status1, 2, 3... Indicates the number of the associated Call Appearance or Line Appearance key.Audible Ring Delay is 10 seconds. The number indicates the delay you have set.Ringer volume set to zero. The ringer is silent.FWD Call Appearance mode only—Call Forward All is ON.ANS Auto Answer is ON. See “Auto Answering” on page 39.DND Do Not Disturb is ON.INT Direct Intercom is ON.Less than five minutes of Voicemail recording time is available.Voicemail is full.Status Indicator Area

Overview 15 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCall IndicatorsWhen 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. The LEDs in these keys reflect the call status. See “Call Status LEDs” on page 18.During a call, icons show call status and soft keys show the optional actions to take as shown in Figure 7. The icon changes according to the call status. See “Call Status Icons” on page 18 for a complete description of the available icons.The Call Timer displays the duration of the current call status, such as how long the call has been held.If you subscribe to caller ID, Call Information consists of the phone number for all calls. Incoming calls also have the name if it is sent with the phone number.Figure 7. Active Call Screen (Call Appearance mode shown)Call InformationCall Status IconCall TimerThe Park soft key does not appear in Line Appearance mode.

Overview 16 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCall Indicators in Call Appearance modeWhen there are multiple calls in Call Appearance mode, S and T icons indicate the presence of other calls.Review calls by pressing U or V on the Navigation key shown in Figure 2 on page 10. Reviewing calls does not access the calls. Press a Call Appearance key to answer a call or take a call off hold.While you are on an active call and another call comes in, the incoming call screen takes over the display. You can:answer the call by pressing the flashing green Call Appearance key or by pressing . The previous active call is put on hold.return to the active call screen by pressing (ringing is silenced) or by pressing U or V (the ringing continues). Unanswered incoming calls are forwarded according to the Call Forward–No Answer setting customized by the system administrator.forward the incoming call to voicemail by pressing . Your conversation with the first call continues, but the screen stays with the second call. You can press: z or U or V to return to the first call screen. z to listen to the message that the second caller is leaving. The first call is put on hold. z to interrupt the second caller’s message and answer the call.When all the Call Appearances are in use:You cannot start a new call by lifting the handset, or by pressing SPEAKER or HEADSET. Instead, the screen briefly displays Call capacity reached. Park or end a Call to make a Call Appearance available.Incoming calls are forwarded according to the Call Forward–No Answer setting customized by the system administrator. The default setting for Call Forward–No Answer is Voicemail.AnswerIgnoreFwdVMClearListenAnswer

Overview 17 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCall Indicators in Line Appearance modeIn 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. You can:answer the call by pressing the flashing green Line Appearance key or by pressing . The previous active call is put on hold.return to the active call screen by pressing .When all the lines are in use:You cannot start a new call by lifting the handset, or by pressing SPEAKER or HEADSET. Instead, the screen briefly displays All Lines Busy.Unanswered incoming calls are forwarded according to the Call Forward–No Answer setting customized by the system administrator. Each line can have a different forwarding destination. Unanswered Intercom calls are forwarded according to a separate Call Forward-No Answer setting also customized by the system administrator. This setting is specific to your Deskset.AnswerIgnore

Overview 18 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCall Status IconsTable 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 19 for a complete description. Call Status LEDsThe Call Status LEDs flash to indicate call status as described in Table 6.Table 5 Call Status Icons Icon Status Icon StatusOff HookIndicates that you have lifted the handset, pressed SPEAKER or HEADSET, or you are on a phone call.Ringing Call and Ignored CallIndicates an incoming call.ConferenceIndicates a conference call.Ringing Ring Group or Call Queue Call and Ignored Ring Group or Call Queue CallCall Appearance mode only—Indicates incoming Ring Group or Call Queue calls.Conference On HoldIndicates you have put a conference call on hold.On HoldIndicates you have put the call on hold.Call ScreeningCall Appearance mode only— Indicates the caller is leaving a message. You can answer the call, listen to the recording in progress, or return to the idle screen.Call ForwardedIndicates an internal call forwarded beyond your originally dialed number.Table 6 Call Status LED ActivityCall Appearance Mode Line Appearance ModeLED Activity Description LED Activity DescriptionOff No Call Off No CallSteady GREEN Active Call Steady GREEN Active callFast Flash GREEN Ringing Call Fast Flash GREEN Ringing callSlow Flash ORANGE Held Call Slow Flash GREEN Call held at your DesksetSteady ORANGE Active call at another DesksetFlash ORANGE Call held at another Deskset

Overview 19 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsProgrammable Feature KeysThe 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. See “Quick Dial” on page 131 to add Quick Dial entries.In Line Appearance mode, key 10 (bottom) is an Intercom key, and is not programmable. Press this key to call another extension. Your system administrator can program the other nine keys to access external lines or for other functions, including Quick Dial.Table 7 and Table 8 list the default functions for the Programmable Feature keys in Call Appearance mode and Line Appearance mode. Your key assignments may be different. Table 9 on page 20 has a complete list of possible Programmable Feature Key assignments.Table 7 Programmable Feature Key Default Functions (Call Appearance Mode)Key Function Label For more information, see...1Call 1aa. Non-programmable.“Call Indicators” on page 152Call 23Park List “Accessing the Park List” on page 564Page “Sending a Page” on page 935Do Not Disturb “Using Do Not Disturb (DND)” on page 1236Call Forward All “Call Forward All and Call Forward–No Answer” on page 1047Redial “Accessing the Redial List” on page 588Directory “Using the Directory” on page 639Call Log “Using the Call Log” on page 8610 Messages “Voicemail Overview” on page 71Table 8 Programmable Feature Key Default Functions (Line Appearance Mode)Key Function Label For more information, see...1Line 1 “Line Appearance Mode” on page 122Line 23Line 34Line 45Page “Sending a Page” on page 936Redial “Accessing the Redial List” on page 587Directory “Using the Directory” on page 638Call Log “Using the Call Log” on page 869Messages “Voicemail Overview” on page 7110 Intercomaa. Non-programmable.“Making an Intercom Call” on page 30

Overview 20 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsProgrammable Feature Key LEDsThe Programmable Feature Keys 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.Table 9 Programmable Feature Keys LED Activity Key LED Activity DescriptionCall 1, Call 2, Call 3,..., Call 10 Off No call(Call Appearance mode only) Steady GREEN Active callQuickly Flashing GREEN Ringing callSlowly Flashing ORANGE Held callLine 1, Line 2, Line 3...(Line Appearance mode only)Off No callSteady GREEN Active callQuickly Flashing GREEN Ringing callSlow Flash GREEN Call held at your DesksetSteady ORANGE Active call at another DesksetFlash ORANGE Held call at another DesksetExtension Monitor (monitors activity at another extension)(Call Appearance mode only)Off No callSteady GREEN Active call, or pagingQuickly Flashing GREEN Ringing callSlow Flash GREEN Call heldSteady ORANGE Do Not DisturbPark List (Call Appearance mode only) Off Not applicablePage Off No pageSteady GREEN Making pageQuickly Flashing GREEN Receiving pageDo Not Disturb Off DND offSteady ORANGE DND onCall Forward All (Call Appearance mode only)Off Call Fwd All OFFSteady ORANGE Call Fwd All ONRedial Off Not applicableDirectory Off Not applicableCall Log Off No new callsSteady ORANGE One or more new missed callsMessages Off No new messagesSteady ORANGE One or more new messagesCall Queue (Call Appearance mode only)Off No calls waitingSlowly Flashing ORANGEOne or more calls in the queue

Overview 21 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDial-Pad EntryUse 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.Figure 8. Dial PadPressing 1 once enters a space; pressing it twice enters a 1.Pressing a key numbered 2 to 9 enters characters in the following order:1. Upper-case letters.2. Key number.3. Lower-case letters.For example, pressing 2 cycles through A, B, C, 2, a, b, c. Pressing 7 cycles through P, Q, R, S, 7, p, q, r, s.For text fields that accept only numbers, pressing a key once enters a number.You can enter special characters by pressing the # and * keys.Press # to cycle through the special characters # & ‘ , – . @ (in that order).Press * to cycle through the special characters ! ( ) * + ? (in that order).Auto Attendant (Call Appearance mode only)Off Not applicableQuick Dial Off Not applicableHeld Calls List (Line Appearance mode only)Off Not applicableIntercom (Line Appearance mode only)Steady GREEN Active callQuickly flashing GREEN Incoming callSlowly flashing GREEN Held callHelp Off Not applicableTable 9 Programmable Feature Keys LED Activity (Continued)Key LED Activity Description12 345 67890ABC DEFGHI JKL MNOPQRS TUV WXYZOPER#*

Overview 22 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsUsing the SpeakerphoneWhen the speakerphone is active, the SPEAKER key is lit.To use the speakerphone:1. To initiate a call, press SPEAKER. The key lights up and you hear a dial tone. Begin dialing.2. To end a call, press SPEAKER. The key light goes out.During an active call, if you are using the handset or a corded headset, pressing SPEAKER switches audio to the speakerphone. If the handset is not “hung up,” pressing SPEAKER switches audio between the handset and the speakerphone.Using Help ScreensYou can view Help on the Deskset screen. These are very brief descriptions of how to use some of the features.To use the Deskset Help:1. Press MENU, then 1, and then 0.A menu of help items appears.2. Press U and V to scroll to the desired help item.3. Press SELECT.4. Press CANCEL to return to the previous menu.

Overview 23 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAbout the Auto AttendantThe Synapse system features an Auto Attendant that answers incoming calls and automatically transfers them to an interactive voice menu that can guide callers to the desired extension or extension’s voicemail. Different menus can be set for different times of day.In Line Appearance mode, the Auto Attendant can be enabled to answer calls during periods when your office is closed or when calls go otherwise unanswered.In Call Appearance mode, the Auto Attendant is usually enabled. When the Auto Attendant is disabled, all external calls go to the system operator or to a target that the system administrator assigns, which could be a group of extensions.The default menu instructs callers to “Enter the extension number or enter 0 for the operator.” Your system administrator can create customize menus with your own greeting message and instructions to callers.The Auto Attendant may be set up so that callers can access the Auto Attendant directory. This allows callers to use any touch-tone phone's dial pad to spell your name, followed by pressing the pound (#) sign, to reach your extension.You may want to give your extension number to frequent callers so they can easily dial your extension number when the Auto Attendant answers.Caller OptionsUntil callers get through to a live person, they can press 0 at any time to redirect their call to the system operator, if the system administrator has enabled this feature.When a caller is redirected to Voicemail, the caller has the option to press 5 to skip the greeting.If your system administrator has set up Direct Inward Dialing (available in Call Appearance mode only), callers can dial the Direct Inward Dial telephone number to reach you directly, bypassing the Auto Attendant. Your callers can also call your company's main number and be transferred to your extension.

Outgoing Calls 24 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCHAPTER2OUTGOING CALLSThe SB67020/025 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. This is referred to as Live Dialing. You can also predial or live dial using phone numbers from lists, such as the Directory, Call Log, Redial, Quick Dial, and Messages.In Call Appearance mode, you can dial the extension for the system operator by pressing 0 (zero).The procedures in this chapter apply to both Call Appearance and Line Appearance mode, unless otherwise noted.“Active Call Screen” on page 25“Predialing” on page 26“Live Dialing” on page 27“Making a Call from a List” on page 28“Calling a Busy Extension” on page 29“Making an Intercom Call” on page 30.

Outgoing Calls 25 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsActive Call ScreenThe Active Call screen, as shown in Figure 9, appears while you are on a call.Figure 9. Active Call Screen (Call Appearance Mode Shown)Table 10. Active Call Screen DescriptionKey DescriptionBegins transfer of a call.Begins a conference call.Call Appearance mode only—Parks an external call.Line Appearance mode only—Simulates a hook flash, which signals your telephone service provider to activate a feature (external calls only).Pa r k0:059-232-555-0176Transfer Conf1Call TimerCalled Phone Number Call-Status IconTransferConfParkFlash

Outgoing Calls 26 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsPredialingPredial 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.To make a Predial call:1. Using the dial pad, enter the phone number (for example: 9-232-555-0176). The predial screen appears.Before you call the number, you can press: to store the number in your Personal list. to insert a two-second pause into the phone number. to delete the last digit entered.CANCEL to cancel predial.2. Lift the handset, or press SPEAKER, HEADSET, or press a Call Appearance or Line Appearance key to go off hook and call the number.HIStore Pa u s eBackspcFor external calls, dial 9 or whatever digit, if any, that must be dialed first. StorePauseBackspc

Outgoing Calls 27 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsLive DialingYou 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.Press SPEAKER or HEADSET.Press an available Call Appearance or Line Appearance key.2. Enter the number you want to dial.Call Appearance mode only—For external calls, enter 9 or whatever digit, if any, that must be dialed first.The Active Call screen appears (Call Appearance mode shown).HI1Ex tL is t Par kL is t Pa g ePa r k0:059-232-555-0176Transfer Conf1You can also make a call by pressing a Quick Dial key if your Deskset has any Quick Dial keys configured.Call Appearance mode only—If your Deskset has an Extension Monitor key configured, you can press it to dial the extension that your Deskset monitors.

Outgoing Calls 28 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsMaking a Call from a ListTo 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” on page 54.2. Press V or U until the desired entry appears.3. Press or SELECT to dial the displayed number. The Deskset dials the number and the Active Call screen appears (Call Appearance mode shown).    HCallLastNmeNewCallPa r k&HTransfer Conf1Phone numbers are dialed as they appear in the lists. Call Appearance mode only—For external calls, enter 9 or whatever digit, if any, that must be dialed before the phone number. When you dial from the Call Log, any required external calling prefix is automatically added.

Outgoing Calls 29 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCalling a Busy ExtensionIf 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. When the Extension Status screen appears, you can choose to call the other Deskset anyway, or go directly to the Deskset’s voicemail.If the other extension is on an active call or is paging, the Extension Status reads on a call.If the other extension has Do Not Disturb ON, the Extension Status reads Busy.Figure 10. Extension Status ScreensWhen the Extension Status screen appears, you can press: to call the other extension. Your incoming call appears on the other Deskset’s screen. to go directly to the other extension’s Personal Mailbox. If you leave a message, the other extension displays a New Message notification on the Deskset Idle screen.CANCEL or hang up using the handset or SPEAKER key to return your Deskset to the previous screen.The Extension Status screen applies to internal calls in Call Appearance mode only.Extension with Active Call or Paging Extension with DND ONContinueGo Vmail

Outgoing Calls 30 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsMaking an Intercom CallTo make an internal (extension-to-extension) call, you must press the Intercom key. By default, Programmable Feature Key 10 is an Intercom key, as shown in Figure 11, but your system administrator can configure additional Intercom keys to give you more Intercom lines.By default, your Deskset uses an outside line any time you go off hook by lifting the handset, pressing SPEAKER, or by some other method. However, your system administrator can configure your Deskset to use the Intercom line any time you go off hook.Figure 11. Intercom Programmable Feature KeyTo make an intercom call:1. With the Deskset in Idle mode, go off hook by lifting the handset, pressing SPEAKER, or by some other method.2. If necessary, press the INTERCOM key, then dial the extension number.Instead of dialing after pressing the INTERCOM key, you can press , highlight the desired extension number, then press SELECT to dial the number.3. When your Intercom call is answered, the Active Call screen appears.Intercom Calls apply to Line Appearance mode only.ExtList

Outgoing Calls 31 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCalling a Restricted NumberYour 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.Call Restriction settings are specific to each extension in the system. For example, your extension may have no call restrictions, but other users may be restricted to making only local calls from their Desksets.You can always answer and transfer incoming calls from restricted numbers.To call a restricted number, you must create a User Password on the User Settings menu or the WebUI. To create a User Password, see “Setting and Changing Your Password” on page 114.Calling Restricted Numbers on Your ExtensionYou cannot complete a call to a number that the system administrator restricted for your Deskset. If you dial a restricted number and go off hook, a password screen appears. After you enter your extension number and password, the Restricted Call screen appears, as shown in Figure 12.Figure 12. Restricted CallYou can press CANCEL or hang up to return to the Idle screen immediately.Calling Restricted Numbers Using Another ExtensionIf you need to use someone else’s Deskset to call a number that is restricted on that Deskset, you can enter your Extension number and User Password to complete the call.To make a restricted call:1. On a Synapse Deskset other than your own, dial the number as described in “Predialing” on page 26 or “Live Dialing” on page 27.If the number is restricted on the Deskset, the Restricted Call screen appears as shown in Figure 12.2. Enter your own extension number and user password.If the dialed number is not restricted for your extension number, the Deskset dials the number.Call Restriction Settings apply to Call Appearance mode only.SELECT

Incoming Calls 32 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCHAPTER3INCOMING CALLSWhen a call comes in, the Deskset rings and the incoming call information appears as shown in Figure 13 on page 33. The screen displays the caller’s name and number (if available). If there is more than one incoming call, the new calls are assigned to Call Appearance/Line Appearance keys while the oldest call remains on the screen. You can answer or ignore each call.The procedures in this chapter apply to both Call Appearance and Line Appearance mode, unless otherwise noted.The following sections describe handling incoming calls:“Incoming Call Screen” on page 33“Incoming Call Indication” on page 34“Answering a Call” on page 35“Ignoring a Call” on page 36“Forwarding All Calls” on page 37“Call Screening” on page 38“Auto Answering” on page 39.

Incoming Calls 33 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsIncoming Call ScreenThe Incoming Call and Active Call screens are shown in Figure 13.Figure 13. Incoming Call and Active Call.Table 11. Incoming Call Screen Soft KeysKey DescriptionAnswers incoming call.Silences ringer during incoming call.Call Appearance mode only—Forwards incoming call to Voicemail.Press AnswerIncoming Call Active CallAnswerIgnoreFwdVM

Incoming Calls 34 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsIncoming Call IndicationWhen there is an incoming call, the Deskset rings. See “Sounds” on page 110.Call Appearance ModeWhen there are no active or held calls, an Incoming Call screen appears, as shown in Figure 14.Figure 14. Incoming Call Screens (Call Appearance Mode)If your extension is part of a Ring Group, a group of extensions may ring all at once or in a sequence for the same call.If you receive a call while you are on an active call or live dialing, the new Incoming Call screen is displayed.To switch to one of the other calls:Press V or U and then SELECT.Press the associated Call Appearance key.Line Appearance ModeWhen there are no active or held calls, an Incoming Call screen appears as shown in Figure 15 (the soft key does not appear).Figure 15. Incoming Call Screen (Line Appearance Mode)If someone at another Deskset answers the call, your Deskset returns to Idle mode.If your company has caller ID, the Incoming Call screen displays caller information. If the caller ID information is absent because it is unavailable, UNKNOWN NAME and UNKNOWN NUMBER display. If the caller chooses not to send the information, PRIVATE NAME and PRIVATE NUMBER display.Do Not Disturb and Ring Delay both affect the onset of ringing. See “Using Do Not Disturb (DND)” on page 123 and “Sounds” on page 110.Graham Be ll232-555-01761Answ er Fw dV MIgnoreRG: Sale sAnsw er Ignore1Graham Be ll232-555-0176Incoming Call Incoming Call to a Ring GroupFwdVMGraham Be ll232-555-01761Answ er Fw dV MIgnore

Incoming Calls 35 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAnswering a CallTo 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 Audio Mode” on page 112.Press SPEAKER to use the speakerphone.Press HEADSET to use a headset. See “Call Management Using a Headset” on page 53.For multiple incoming calls, press the corresponding Call Appearance or Line Appearance key to answer each call. New calls remain in the display until you answer or until you press .The active call screen appears (Call Appearance mode shown).Once you answer a call:Previous active calls are automatically put on hold.If you were predialing, that call is canceled.If your Deskset is configured to monitor another extension, you can answer a call while it is ringing at the monitored extension. For more information, see “Programmable Feature Key LEDs” on page 20.To answer a remote call:1. On your Deskset, press the flashing green Programmable Feature Key.Your Deskset answers the call in its Preferred Audio Mode (Speaker or Headset). At the monitored extension, a Call answered by Ext. nnn message appears.AnswerIgnoreIf you are listening to Voicemail when a call comes in, press or (in Call Appearance mode) to redirect the call and allow message playback to continue.If Auto Answer is enabled, the call is automatically answered after the set time delay. See “Auto Answering” on page 39.IgnoreFwdVM

Incoming Calls 36 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsIgnoring a CallYou can ignore an incoming call by pressing to silence the ringer. The silenced 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.Once a call is ignored:zThe key is no longer available on the incoming call screen.zThe Call Appearance or Line Appearance LED continues to flash. zYou can press the flashing Call Appearance key or Line Appearance key to answer the incoming call.zIn Line Appearance mode, when you have no other active calls, you can lift the handset, press SPEAKER, or press HEADSET to answer the incoming call.In Call Appearance mode, after you ignore a call, going off hook does not answer the call, but starts a new call on the next available Call Appearance.IgnoreIgnore

Incoming Calls 37 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsForwarding All CallsYou 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 104.To forward all calls:Press MENU, then 1, and then 6.The Call Forward icon (FWD) appears.Press MENU, then 1, and then 6 again to cancel forwarding all calls. This feature applies to Call Appearance mode only.@ !J?&H<=-RKQ6PLWK(;71HZ 0LVVHG&DOOV1HZ 0HVVDJHV:@

Incoming Calls 38 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCall ScreeningWhen 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. If another incoming call occurs while screening a call, the Deskset screen displays the new call.To screen a call:Press to listen to a message that is being recorded. The soft key changes to .Press to interrupt the recording and talk to the caller.Press to cancel call screening for this call and return to the previous screen.Press to stop listening to the message being recorded.This feature applies to Call Appearance mode only.ListenListenStopGraham Be ll232-555-01761Answ er Clear ListenGraham Be ll232-555-01761Answ er Clear StopPress ListenAnswerClearStop

Incoming Calls 39 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAuto AnsweringYou can set your Deskset to answer calls automatically, without your having to touch the phone to answer. See “Automatic Answering” on page 106. 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.In Line Appearance mode, you can enable Auto Answer for Intercom (extension to extension) calls only.Figure 16. Auto Answer EnabledTo respond to an Auto Answered call:In Idle mode, all incoming calls ring for the amount of time specified in the Auto Answer Delay. See “Automatic Answering” on page 106. After the last ring, a two-second notification screen appears, and you hear a warning tone.Talk after the tone.If you do not want the Deskset to automatically answer the call, you can press IGNORE to send the call to the Call Forward–No Answer target. See “Call Forward All and Call Forward–No Answer” on page 104. In Call Appearance mode, you can press to send the call to voicemail immediately.If there are multiple incoming calls, Auto Answer applies to the first (oldest) incoming call. Subsequent incoming calls are handled according to the Call Forward–No Answer setting.Auto Answer does not apply to Ring Group calls.Wed Sep 08 11:09AMJohn Smith EXT 219 3 New Mis s ed Calls 2 New MessagesANS0:05Graham Be ll9-800-216-2007Transfer Conf Pa r k1AACall Answered.Speak after the tone.If the Auto Answer Delay is set to zero, you hear no ring. Instead, the CallAnswered screen appears and you hear the warning tone.FwdVM

Incoming Calls 40 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAnswering Direct Intercom CallsDirect Intercom is an automatic-answering feature that your system administrator can set for your Deskset. When Direct Intercom is enabled, INT appears at the top of the Deskset screen. Your Deskset will auto answer internal calls from certain extensions or all extensions, depending on how your system administrator has set Direct Intercom. The system administrator can also enable the Deskset to auto answer all external calls.Your Deskset responds to Direct Intercom calls the same way it does to Auto Answered calls. For more information, see “Auto Answering” on page 39.Once Direct Intercom is enabled, you cannot override the feature with the Deskset Auto Answer feature. See your system administrator if you need to disable or change Direct Intercom settings.This feature applies to Call Appearance mode only.

Incoming Calls 41 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAnswering Calls in the Call QueueYour 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.Answering Calls from Idle ModeWhen your Deskset is idle, incoming Call Queue calls ring at your extension and at all other idle Call Queue extensions.To answer a call in the Call Queue:1. Answer incoming Call Queue calls as described in “Answering a Call” on page 35.If no one answers an incoming call from the Call Queue, it rings indefinitely. Call Forward–No Answer rules (see “Call Forward All and Call Forward–No Answer” on page 104) do not apply to calls that are directed to Call Queue extensions.Viewing the Queued Calls ListWhen all Call Queue Agents are busy, incoming calls are held in the Call Queue. If your system administrator has set a Programmable Feature Key as a Call Queue key, the LED flashes orange slowly when calls are waiting in the Call Queue. You can view and answer queued calls from the Queued Calls list. For more information, see “Accessing the Queued Calls List” on page 55.This feature applies to Call Appearance mode only.Your system administrator can configure a wrap-up time, which defines a period during which your Deskset will not ring for another queued call after you complete a Call Queue call.Depending on how your system is set up, calls from the Call Queue may ring at your Deskset while you are on a call that isn’t from the Call Queue.

Call Management 42 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCHAPTER4CALL MANAGEMENTThis chapter describes the call management features of the SB67020/SB67025 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. This chapter describes the differences between the two modes.“Call Management” on page 43“Putting a Call on Hold in Call Appearance Mode” on page 44“Putting a Call on Hold in Line Appearance Mode” on page 45“Transferring a Call in Call Appearance Mode” on page 46“Transferring a Call in Line Appearance Mode” on page 48“Making a Conference Call” on page 49“Parking a Call” on page 51“Call Management with one Call Appearance” on page 53“Call Management Using a Headset” on page 53.

Call Management 43 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCall ManagementCall Management begins with the Active Call screen shown in Figure 17. The Call Status icons are described in “Call Status Icons” on page 18.Figure 17. Active Call ScreenTable 12 Active Call Screen DescriptionKey DescriptionBegins transfer of a call.Begins a conference call.Call Appearance mode only—Parks a call.Line Appearance mode only—Simulates a hook flash, which signals your telephone service provider to activate a feature (external calls only).Call Appearance Mode Line Appearance ModeTransferConfParkFlash

Call Management 44 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsPutting a Call on Hold in Call Appearance ModeTo hold calls and manage held calls:1. When you are on an active call, press HOLD.The Held Call Appearance icon appears.After the call has been on hold for a delay period set by your system administrator (the default setting is three minutes), the Deskset reminds you with a brief ring every 30 seconds.When a call is on hold, you can use the Programmable Feature Keys or the Deskset Menu to access other functions.When a call is on hold, you can also press:z to start transferring the callz to start a conference callz to park the call.2. To take the call off hold, display the call on screen and then press SELECT, or press the associated Call Appearance key.0:27Graham Be ll232-555-01761Transfer Conf Pa r kTransferConfParkLifting the handset, or pressing SPEAKER or HEADSET, takes you off hook on an idle line; it does not take the displayed call off of hold.

Call Management 45 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsPutting a Call on Hold in Line Appearance ModeIn 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. When you are on an active call, press HOLD.The Held Call icon appears and the Line Appearance LED flashes green.On other Desksets that are assigned that line, the Line Appearance LED flashes orange. Someone at any other Deskset assigned that line can press the flashing orange Line Appearance key to take the call off hold, making it an active call on their Deskset.All Desksets, including those that are not assigned that line, can view and take your call off hold from the Held Calls list. See “Accessing the Held Calls List” on page 61.When you put an Intercom call on hold, only you can take the call off hold.When a call is on hold, you can use the Programmable Feature Keys or the Deskset Menu to access other functions.After the call has been on hold for a delay period set by your system administrator (the default setting is three minutes), the Deskset rings to remind you that the call is still on hold.2. To take the call off hold, press SELECT or press the Line Appearance key for that call.

Call Management 46 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsTransferring a Call in Call Appearance ModeYou can transfer an active or a held call to:an internal extension or external numberan extension’s voicemail, Group Mailbox (if available), or your Personal Mailboxan Auto Attendanta Ring Group (if available).The transfer recipient does not have to talk to you before receiving the transferred call. If you do not talk to the transfer recipient before transferring the call, you are making an “unsupervised” transfer. If you talk to the transfer recipient before completing the transfer, you are making a “supervised” transfer.You can transfer a call to an external number only if this function has been enabled by your system administrator. The call transfer function is enabled by default.To transfer a call:1. Press from the Active Call screen. The call is automatically put on hold and the Transfer Setup screen appears.2. Select a transfer target. You can:dial an external number (as shown below) or an extension, or make a call from a list. Go to Step 3.When the new call is established, you can speak to the person to whom you are transferring the call and announce the transfer, or cancel the Transfer Setup screen on the first call by pressing CANCEL. The first call remains on hold.transfer the call directly to voicemail by pressing . The Transfer to Voicemail screen appears, on which you can press to select an extension‘s Personal Mailbox, press to select a Group Mailbox (if available), or press to transfer the call to your Personal mailbox.press Z to view the next set of transfer options, which includes:TransferPress TransferI2Ex t Lis t Pa g ePar k L is tVMailVMListMBListPersonal

Call Management 47 Synapse SB67020/SB67025 Deskset User’s Guide Back to Contentsz to select an Auto Attendant to which to transfer the callz to select a Ring Group (if available) to which to transfer the call.3. To complete the transfer, press . A Call Transferred screen appears for two seconds. When the transfer is complete, the screen returns to Idle mode.Transferring a call to a busy extensionIf 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.If the other extension has Do Not Disturb ON, the Extension Status screen reads Busy, as shown in Figure 18.Figure 18. Extension Status ScreensYou can press: to call the other extension. Your incoming call appears on the other Deskset’s screen, and the other party can answer your call if they wish. to transfer the waiting party directly to the other extension’s Personal Mailbox.AutoAttRingGrpTransfer0:08202Transfer2Call Transferred. Extension with Active Call or Paging Extension with DND ONContinueXfer VM

Call Management 48 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsTransferring a Call in Line Appearance ModeYou can transfer an active call to:an internal extensionan external number, if this function has been enabled by your system administratoranother extension‘s voicemail, Group Mailbox, or your Personal mailboxan Auto Attendant.To transfer a call:1. Press from the Active Call screen. The call is automatically put on hold and the Transfer Setup screen appears.2. Select a transfer target. You can:press the Intercom key and dial an extension number.press an available Line key and dial an external number. Depending on your system configuration, transferring calls to an outside line may be disabled.call a number from a list. For example, press and select an extension to call.take a held call off hold or access the Held Calls List (MENU –> 1 –> 1) to retrieve a held calltransfer the call directly to voicemail by pressing . The Transfer to Voicemail screen appears, on which you can press to select an extension‘s Personal Mailbox, press to select a Group Mailbox (if available), or press to transfer the call to your Personal mailbox.Press to select an Auto Attendant to which to transfer the call3. When the new call is established, you are ready to transfer the first call. You can:speak to the person to whom you are transferring the call and announce the transfer.cancel the Transfer Setup screen on the first call by pressing CANCEL. The call remains on hold.4. To complete the transfer, press . A Call Transferred screen appears for two seconds. When the transfer is complete, the screen returns to Idle mode.TransferExtListVmailVMListMBListPersonalAutoAttTransfer

Call Management 49 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsMaking a Conference CallYou can set up a conference call with yourself and two telephone numbers (either internal, external, or with both). The pictures below show Call Appearance mode, but the procedure is the same in Line Appearance mode.To make a conference call:1. Press from an Active Call screen. The call is automatically put on hold and the Conference Setup screen appears.2. Establish a second call. You can dial the second call normally, as shown below, or you can select a held call and take it off hold, or you can start the second call from a list. See “Accessing Items in Lists” on page 54.When the second call has been established, the soft key appears.3. To join the calls, press .Your extension is now in conference with the other two phone numbers.If you hang up while on the conference, the conference ends. If you make or answer another call, the conference continues without you. You can rejoin by pressing a corresponding Call Appearance or Line Appearance key.Conf0:05Waiting to Join...232-555-01761Ex tlis t Par kLis tPress ConfHI2Join0:039-1-732-555-73182JoinJoin0:159-1-732-555-73182Dr op EndConf

Call Management 50 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsPutting a Conference on HoldThe picture below shows 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.A conference is automatically put on hold when you:Press an available Call Appearance or Line Appearance key to start a new call.Answer an incoming call.To take a conference call off hold:1. Press a corresponding Call Appearance or Line Appearance key.Ending a ConferenceTo end a conference:From the Conference screen, you can press: to end the conference. Both calls hang up and your Deskset returns to the Idle screen or the Call Appearance or Line Appearance you were on before the conference call.V or U (Call Appearance mode) or press the Line Appearance key (Line Appearance mode) to display the call you want to end, and then press . The other call remains active.20:159-1-732-555-7318 is unavailable during an active call if you have another conference on hold.ConfEndConfDrop

Call Management 51 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsParking a CallParking a call is similar to putting a call on Hold, but any extension on the system can retrieve a parked call. You can park external calls only.To park a call:1. Press V or U to display the active or held external call you want to park.2. Press .The Call parked screen appears for five seconds, then the Idle screen appears.If no one retrieves the parked call after a time delay set by your system administrator (the default setting is three minutes), your Deskset rings and the parked call appears. To answer the call, press .This feature applies to Call Appearance mode only.Park0:05Graham Be ll232-555-0176TransferConfPa r k1Call parked on Extension 101.Answer[PARKED CALL]Graham Be ll232-555-01761Answ er Fw dV M Ign or e

Call Management 52 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsRetrieving a Parked CallYou 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.OR1. Press MENU, then 1, and then 2 to display the Park List screen.2. Press U or V to display the desired entry.3. Press to retrieve the parked call. The Active Call screen appears.D.%Retr iev eRetrieve0:34Graham Be ll232-555-0176Transfer Conf Pa r k1

Call Management 53 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCall Management with one Call AppearanceIf 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.If you are on an active call, held call, or incoming call, additional incoming calls cannot be received. Callers are forwarded straight to the Call Forward – No Answer destination. You also cannot screen calls.When the Call Appearance is occupied, you cannot dial or predial. When the Call Appearance is occupied, if you attempt to call a number from a list (such as the Call Log), or if you attempt to transfer a call or start a conference call, a screen such as the Call capacity reached screen appears.Call Management Using a HeadsetYou can use a corded or cordless headset with the SB67020/025 Deskset. A corded headset can be plugged into the Headset jack on the back of the Deskset. The cordless headset must provide its own wireless radio or, if it is a compatible AT&T DECT Cordless Headset, it can be registered to a SB67025 Deskset.To use a Headset:From Idle mode or during a call, press HEADSET.If you have a headset connected and turned on, then the headset becomes active.To return audio to the Deskset (speakerphone or handset), press HEADSET.This section applies to Call Appearance mode only.Call capacity reached.You cannot use the Deskset HEADSET key to control the audio of headsets.

Accessing Items in Lists 54 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCHAPTER5ACCESSING ITEMS IN LISTSThe 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. In this chapter, you learn how to access an individual item in a list. All instructions start from the Idle screen. The Deskset may provide access to the following lists:Call Queue List — See “Accessing the Queued Calls List” on page 55Park List — See “Accessing the Park List” on page 56Directory List — See Chapter 6, “Directory” on page 62Voicemail List — See Chapter 7, “Voicemail” on page 70Call Log — See Chapter 8, “Call Log” on page 85Extension List — See “Accessing the Extension List” on page 57Redial List — See “Accessing the Redial List” on page 58Held Calls List – See “Accessing the Held Calls List” on page 61.

Accessing Items in Lists 55 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAccessing the Queued Calls ListThe 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. You can also view and answer queued calls from the QueuedCalls list.Your system administrator can set up a Programmable Feature Key as a Call Queue key. The Call Queue key LED flashes orange slowly when there are calls waiting in the Call Queue. You can press the key to access the Queued Calls list.To access the Queued Calls list:1. Press MENU, then 1, and then 1. The Queued Calls list appears.The oldest queued call is at the top of the list.2. Press V or U to highlight the desired entry.3. Press: or SELECT to answer the queued call. to view the caller’s phone number.CANCEL to return to the Queued Calls list without answering the call.This feature applies to Call Appearance mode only.Queued Calls: 2Graham Bell 3:32Charlie Johnson 1:04Retr iev e DetailsRetrieveDetails&:/H&Retr iev e

Accessing Items in Lists 56 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAccessing the Park ListUse the Park List screen to access parked calls from any extension. See “Parking a Call” on page 51.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.To access an entry in the Park List:1. Press MENU, then 1, and then 2. The Park List appears.2. Press V or U until the desired entry is on the screen.3. Press or SELECT to answer the parked call.Press CANCEL at any time to return to the Idle screen.This feature applies to Call Appearance mode only.D.%Retr iev eRetrieve

Accessing Items in Lists 57 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAccessing the Extension ListYou can access the Extension List as part of the Directory when the phone is idle. See “Using the Directory” on page 63. When you go off-hook, you can access the Extension List using the soft key that appears.To access the Extension List:1. Call Appearance mode: Lift the receiver or press SPEAKER to go off hook.Line Appearance mode: Lift the receiver or press SPEAKER, then press the Intercom key.The Dialing screen appears (Call Appearance mode shown).2. Press . The Extension List appears.3. Press V or U until you highlight the desired entry.4. Press SELECT to call the highlighted extension.ExtList1Ex tL is tPa g ePar kL is tExtListYou can also access the Extension list from the following:Transfer — See “Transferring a Call in Call Appearance Mode” on page 46 and “Transferring a Call in Line Appearance Mode” on page 48.Conference Setup — See “Making a Conference Call” on page 49.

Accessing Items in Lists 58 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAccessing the Redial ListThe last 20 phone numbers that you dialed are recorded in the Redial list, as shown in Figure 19 and described in Table 13.Figure 19. Redial ListDialing a Redial NumberTo dial a Redial number:1. Call Appearance mode—Press MENU, then 1, and then 9.Line Appearance mode—Press MENU, then 1, and then 7.The Redial list appears.2. Press V or U until you see the desired entry.3. Press SELECT to redial the number, or press to: redial the number by pressing .store the caller’s number by pressing . The Store Redial Entry screen appears with the number filled in.Table 13. Redial List FunctionKey DescriptionStores the caller’s number in the Personal list. You can also enter the caller’s name.Deletes the entry.Allows you to dial the number or store the caller’s number in the Personal list.Deletes all entries. H2325550176 &/Store Delete CallbackNumber, time and dateStoreDeleteCallbackDelAll H2325550176 &/Store Delete CallbackCallbackCallStore

Accessing Items in Lists 59 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentszIf necessary, enter the caller’s first and last names. Press V to move the cursor to the Last Name and Phone # entries.zPress to save the entry.4. Press CANCEL to exit the Redial list.Deleting Redial EntriesYou can delete a single Redial entry from the Redial list or all Redial entries. Ensure the entry you wish to delete is displayed.To delete a single entry:1. In the Redial list, press V or U until you see the desired entry.2. Press . 3. Press CANCEL to exit the Redial list.To delete all Redial entries:1. In the Redial list, press Y or Z to display the soft key.2. Press . A confirmation screen appears.3. Press to confirm deletion.4. Press CANCEL to exit the Redial list.SaveThe system does not check for duplicate entries.DeleteDelAll H&/DelA llDelAllAre you sure you want to de lete all entries?Yes NoYes

Accessing Items in Lists 60 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsSearching the Extension or Directory Lists Using the Dial PadUse 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.2. Press the dial-pad keys to cause the Deskset to search for an exact match or the closest match. For example:If you press 4 once, the Deskset searches for names beginning with G.If you press 7 three times, the Deskset searches for names beginning with R.See “Dial-Pad Entry” on page 21 for information on entering other individual letters. This searching function uses only the uppercase letters.When an exact match is found, the entry appears.If you enter a letter and the Deskset cannot find an exact match, the Deskset displays the entry with the next closest alphabetical match.    HCallLastNmeNew     !"$H1HZ /DVW1PH &DOO

Accessing Items in Lists 61 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAccessing the Held Calls ListWhen you or anyone else in your office puts an external call on hold, the call is displayed in the Held Calls List. The Held Calls List shows all held calls on all lines in the system, including lines that haven’t been assigned to your Deskset Line Appearance keys. You can view and retrieve any held call in the system from the Held Calls List. A call retrieved from the Held Calls List uses an Intercom line on your Deskset.Your Deskset Line Appearance key LEDs flash red to indicate held calls on the lines that were assigned to your Deskset. Pressing a flashing red Line Appearance key is the easiest way to retrieve a held call, but this is not always possible because all Desksets in the system may not have the same lines assigned to them. For example, your department may have lines 1 to 4 assigned to your Desksets. Another department in your company may have lines 5 to 8 assigned to their Desksets. Using the Held Calls List, you can access calls being held on lines 1 to 8.To retrieve a call from the Held Calls List:1. Press MENU, then 1, then 1.The Calls on Hold screen appears.2. Press V or U to highlight the desired call.3. Press SELECT to retrieve the call.The call becomes active on your Intercom line. Any previous active call on your Deskset goes on hold.This feature applies to Line Appearance mode only.If you put a Line Appearance call on hold then retrieve the same call from the Held Calls List, you will only be able manage the call on the Intercom line.

Directory 62 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCHAPTER6DIRECTORYThe 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 64 to learn how you can limit this display to one of the three lists.Personal — You can add, edit, and delete up to 50 entries in this Personal directory from the Deskset or the WebUI (referred to as “Extension Directory” on the WebUI). These entries are available only at your extension.System — This public directory is created and maintained by the system administrator. You can view and sort this directory, but you cannot modify it.Extension — This is a list of all extensions in the system. It contains the Display Names that the administrator entered and the extension number of each Deskset. You can view and sort this directory, but you cannot modify it.z“Using the Directory” on page 63z“Viewing and Calling Directory Entries” on page 64z“Creating a New Personal List Entry” on page 65z“Editing a Personal List Entry” on page 66z“Storing Directory Entries from the Call Log or Redial List” on page 67z“Sorting Directory Entries” on page 69.

Directory 63 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsUsing the DirectoryAccess 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.Figure 20. DirectoryTable 14. Directory Screen DescriptionKey DescriptionCreates a new entry in the Personal list.Switches between first and last name sort in Directory and Extension list.Dials the on-screen number.Allows you to change previously entered information.Displays a list of Directory settings.Deletes the entry.    HCallLastNmeNewEntry type (Personal, System, or Extension).Full name and number displayed.NewFirstNmeLastNmeCallEditSettingsDelete

Directory 64 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsViewing and Calling Directory EntriesBy 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. If there is no match, the Deskset displays the next entry in the alphabetical list.To view and call Directory entries:1. Call Appearance mode: Press MENU, then 1, and then 7.Line Appearance mode: Press MENU, then 1, and then 5.The Directory list appears.2. Press V or U to show the desired entry.3. Press SELECT to dial the displayed phone number.To change Directory settings:1. From the Directory list, press Y or Z to display the soft key.2. Press to display the Directory Settings screen.3. Press V or U to highlight the desired list, and press Y or Z to select Show or Hide. Show all lists by setting all three to Show.ORPress V or U to highlight Sort Order, and press Y or Z to select the default sort order.4. Changes are saved immediately. Press CANCEL to return to the Directory screen.    HCallLastNmeNewIf the Directory is empty, only and appear.NewCallSettingsSettings!"$%%"&' !%&(!) +,-.%&(!) +!"$%!%&(!) +,-.%&(!) +!/ &:;  

Directory 65 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCreating a New Personal List EntryYou 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. Call Appearance mode—Press MENU, then 1, and then 7.Line Appearance mode—Press MENU, then 1, and then 5.The Directory appears.2. Press to display the Personal Entry screen with the cursor positioned in the First Name field.3. Edit the First Name, Last Name, and Phone # fields using the dial pad. See “Dial-Pad Entry” on page 21. The name text fields are limited to 20 characters each and the number field is limited to 32 digits.4. When editing the entry, you have the following options: Press Y or Z to move the cursor.Press U or V to move to the previous or next field.Press to erase the highlighted character if there is one, or else the character before the cursor.Press to insert a two-second pause into the phone number. The pause appears as a P in the field and is counted as a digit.For external phone numbers, enter a 9 or whatever digit, if any, that must be dialed first to indicate this is an external call.5. Press . The Directory appears.NewFir s t Nam e :Last Name:Phone #:Save BackspcBackspcPauseSave

Directory 66 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsEditing a Personal List EntryYou 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.Line Appearance mode—Press MENU, then 1, and then 5.The Directory appears.2. Press V or U to display a Personal entry.3. Press . The Personal Entry edit screen appears.4. Edit the First Name, Last Name, and Phone # fields using the dial pad, as shown below. See “Dial-Pad Entry” on page 21. The name text fields are limited to 20 characters each and the number field is limited to 32 digits.5. When editing the entry, you have the following options: Press Y or Z to move the cursor.Press U or V to move to the previous or next field.Press to erase the highlighted character if there is one, or else the character before the cursor.Press to insert a two-second pause into the phone number. The pause appears as a P in the field and is counted as a digit.For external phone numbers, enter a 9 or whatever digit, if any, that must be dialed first to indicate this is an external call. 6. Press . The Directory appears.EditFir s t Nam e : Last Name: Phone #: 92325550176Save BackspcGr ahamBe llThe key is not available when a System or Extension entry appears in the Directory list.Edit:%;  &.%;&">&HISave Backspc Pa u s eBackspcPauseSave

Directory 67 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsStoring Directory Entries from the Call Log or Redial ListTo store a Call Log or Redial entry into your Personal list:1. In the Call Log or Redial list, press U or V to display the desired entry.2. If necessary, press Y or Z to see the soft key.3. Press to store the entry in your Personal list. The Personal Entry screen appears.The Deskset automatically fills in the name and number, if available.If necessary, edit the name and number. Press V to move the cursor to the LastName and Phone # entries.Press to erase the highlighted character if there is one, or else the character before the cursor.Press to insert a two-second pause into the phone number. The pause appears as a P in the field and is counted as a digit.For external phone numbers, enter a 9 or whatever digit, if any, that must be dialed first to indicate this is an external call.4. Press to save the entry.StoreStoreBackspcPauseSaveThe system does not check for duplicate entries.

Directory 68 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDeleting a Personal List EntryYou 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.Line Appearance mode—Press MENU, then 1, and then 5.The Directory appears.2. Press V or U to display the entry to be deleted.3. Press Z so that appears.4. Press . The confirmation screen appears.5. To confirm the deletion, press .DeleteHDeleteSettingsEd i tDeleteAre you sure you want to delete this entry?Yes NoYesThe key is not available when a System or Extension entry appears in the Directory.Delete

Directory 69 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsSorting Directory EntriesThe 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. Call Appearance mode—Press MENU, then 1, and then 7.Line Appearance mode—Press MENU, then 1, and then 5.The Directory appears.2. To sort the entries by first name, press .To sort the entries by last name, press .The Directory stays in the chosen sort order until you change it.FirstNmeLastNme

Voicemail 70 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCHAPTER7VOICEMAILYour Synapse system records and saves incoming voicemail messages. You can play, delete, or forward those messages to one or many other extensions. The MESSAGE WAITING LED, shown in Figure 21 on page 71, lights up when there is at least one new message.Each message can be up to 2 minutes long. The Personal Mailbox at your Deskset has 30 minutes of recording time.Your system administrator may give you access to one or more Group Mailboxes. Group Mailboxes allow more than one person access to Voicemail messages.You can also record a message and send it to a Voicemail distribution group that you have created. See “Voicemail Distribution” on page 132.The following sections describe how to listen to and manage voicemail on your Deskset:“Voicemail Overview” on page 71“Accessing Your Messages” on page 74“Sending a New Message to a Distribution List” on page 79“Accessing Your Voicemail Remotely” on page 82.

Voicemail 71 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsVoicemail OverviewWhen there is at least one new message, the MESSAGE WAITING LED lights up, as shown in Figure 21.Figure 21. Message Waiting LEDTo access your messages, see “Accessing Your Messages” on page 74. Each message appears on a screen similar to the screen shown in Figure 22. To see other messages, press U or V. Pressing Y or Z displays the soft keys described in Table 15.Figure 22. Messages ScreenTable 15. Voicemail List DescriptionKey Description Key DescriptionPlays message. Deletes displayed message.Initiates Message Forward function.Plays all Voicemail messages.Deletes all Voicemail messages.Clears and restores the new message indication from a message.Allows dialing options before calling a number from Call Log, Redial list, or Messages.Switch to the next Group Mailbox.MESSAGE WAITING LEDName and numberIndicates a new message.Message CounterTime and date the message was recorded.PlayDelMsgFwdMsgPlayAllDelAllClrNewMrkNewCallbackMBList

Voicemail 72 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsGroup Mailbox OverviewGroup 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.If your system administrator has given you access to a Group Mailbox, the # New Messages count on the Idle screen includes your new private messages and new messages in any Group Mailboxes to which you are assigned.If you press MENU, then 1, and then 4 (Call Appearance mode) or MENU, then 1, and then 3 (Line Appearance mode) and have not enabled Voicemail distribution, a list of mailboxes appears, as shown in Figure 23.Figure 23. Group Mailbox ListIf you have enabled Voicemail Distribution, the Leave New or Listen screen appears, as shown in Figure 24, allowing you to press to see the list of mailboxes.Figure 24. Leave New or Listen ScreenFrom the Mailbox list screen, you can access your personal Voicemail and messages stored in Group Mailboxes, such as the sales department shown in Figure 23. Your Personal Mailbox is always at the top of the list of mailboxes.Select a mailbox to access the messages stored in that mailbox.The first message in that Mailbox appears, as shown in Figure 25. When you access a Group Mailbox, the name of the Group Mailbox appears at the top of the screen.Figure 25. Messages ScreenAdditionally, the following conditions apply when you access a Group Mailbox:When a mailbox is nearly full, [<5 Min] appears, and when it is full, [Full] appears next to that Personal Mailbox or Group Mailbox as shown in Figure 26. Delete messages to make more room.Figure 26. Mailbox Full ScreenMessagesPersonal 1 NewSales 0 NewCustom er Supp... 10 Ne wListenDo you w ish to leave a new message or listen to your messages?Lv Msg ListenMess ages 1/10Graham Bell Jul 19232-555-0176 1:18pPla y DelMs g Callback!MessagesPersonal 1 NewSales [FULL]Custom er Supp... [<5 Min]

Voicemail 73 Synapse SB67020/SB67025 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 deleted until the listener exits the Voicemail session.Message playback is not interrupted if you receive a call while listening to Group Mailbox Voicemail. The incoming call appears on the Deskset screen accompanied by a call-waiting tone. (There is no call-waiting tone in Line Appearance mode.)

Voicemail 74 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAccessing Your MessagesAccess 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. Call Appearance mode—Press MENU, then 1, and then 4.Line Appearance mode—Press MENU, then 1, and then 3.If necessary, use the dial pad to enter your user password and press SELECT.The screen that appears depends on your system configuration.If you do not have Voicemail Distribution enabled or access to a Group Mailbox, the Messages screen appears.If you have enabled Voicemail Distribution (see “Voicemail Distribution” on page 132), the Leave New Message or Listen screen appears.Press to create a message to send to a Voicemail Distribution List. See “Sending a New Message to a Distribution List” on page 79. Press to view the Mailbox List (if you have Group Mailboxes) or Voicemail messages.If your system administrator has assigned a Group Mailbox to you, a list of your Personal Mailbox and Group Mailboxes appears.a. If necessary, press V or U to highlight the desired Mailbox.b. Press SELECT. The Messages screen appears.2. Press V or U until you see the desired Messages entry.3. Press CANCEL to exit the Voicemail list.Once you have entered your password, you do not have to enter it again while you are reviewing messages. However, if you exit the Messages screen, you will need to enter your password to access the Message list.Mess ages 1/10Graham Bell Jul 19232-555-0176 1:18pPla y DelMs g Callback!Do you w ish to leave a new message or listen to your messages?Lv Msg ListenLvMsgListenMessagesPersonal 1 NewSales 0 NewCustom er Supp... 10 Ne w

Voicemail 75 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsMessage PlaybackYou 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 U or V until the desired entry is on the screen.2. Press . The ! icon appears on messages that are being played for the first time.During message playback, you can press: to pause message playback. to delete the message. If there are more messages, the next message is displayed.Y or Z to skip back or forward by 8 seconds.U or V to skip to the previous (newer) or next (older) message.To play all messages:1. On the Messages screen, press Y or Z to display the soft key.2. To play all messages, press .The system starts with the oldest and ends with the most recent. There is a short beep between messages. The ! icon appears on messages that are being played for the first time. During message playback, you can press: to pause message playback.Y or Z to skip back or forward by 8 seconds.V or U to skip to the previous or next message.CANCEL to stop playback and return to the Messages list.If all messages play without interruption, you return to the Messages list with the last played message on the screen.Mess ages 1/10Graham Bell Jul 19232-555-0176 1:18pPla y DelMs g Callback!PlayGraham Be ll 05:10Pause Delete!Jul 19 1:18p PauseDeletePlayAllPlayAllPause

Voicemail 76 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCalling the MessengerYou 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 U or V until the desired entry is on the screen.2. Press . The Call Back screen appears.Press Y or Z to view the dialing options.Press to dial the number.Press to store the entry in your Personal Directory. Press CANCEL to return to the Messages list.CallbackCall BackGraham Bell 232-555-0176Call StoreCallStore

Voicemail 77 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsForwarding a MessageYou 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.“Forwarding a Voicemail Message” on page 77“Recording an Introduction to Send with a Forwarded Message” on page 78.Forwarding a Voicemail MessageYou have several options for forwarding a message, depending on how your system has been set up.To forward a Voicemail message:1. In the Messages list, press V or U until the desired entry is on the screen.2. Press Y or Z to display the soft key.3. Press to begin the forwarding process. A selection screen appears.4. Select a Forward Destination:Press to display the Voicemail List. Press V or U to highlight the desired extension and press SELECT. The Forward Message screen appears.If you have enabled Voicemail Distribution, you can press to display Voicemail Distribution Lists. Press U or V to highlight the desired Distribution List and press SELECT. The Forward Message screen appears.If your system has Group Mailboxes, you can press to display the Group Mailbox list. Press U or V to highlight the desired Mailbox and press SELECT. The Forward Message screen appears.5. Optional: Press to record an introductory message. See “Recording an Introduction to Send with a Forwarded Message” on page 78.FwdMsgFwdMsgVMListForward message to:Linda Miller - 200Int r o SendDistrListForward message to:Sale sInt r o SendMBListForward message to:AdministrationInt r o SendIntro

Voicemail 78 Synapse SB67020/SB67025 Deskset User’s Guide Back to Contents6. Press to forward the message.The Message Forwarded screen appears.The forwarded message appears in the recipient’s Messages list.Recording an Introduction to Send with a Forwarded MessageYou can record an audio introduction to send with a forwarded message. To begin recording the introduction, press while forwarding a message.To record a message introduction:1. Press after selecting the destination for a forwarded message. The Play/Rec: Intro screen appears.2. Press to begin recording. The soft key changes to . 3. When finished recording, press . The message review screen appears.Reaching the 30-second limit automatically stops recording. You can or the announcement.4. Press to display the Forward Message screen.[Msg Intro Attached] appears on the screen.5. Press to forward the message with the introduction message attached.SendSendInt r oForward message to:Amy Lee - 203Message Forw arded.IntroIntroRecordStopStopPlayDeleteDoneForward message to:Linda Miller - 200[Msg Intro Attached]Int r o SendSend

Voicemail 79 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsSending a New Message to a Distribution ListIf 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, see “Voicemail Distribution” on page 132.To record and send a new message:1. Call Appearance mode—Press MENU, then 1, then 4.Line Appearance mode—Press MENU, then 1, then 3.With Voicemail Distribution enabled, the Leave New Message or Listen screen appears.2. Press . The Distribution List screen appears.3. Press V or U to highlight the desired Distribution List.4. Press SELECT. The Play/Rec Message screen appears.5. Press to begin recording. The soft key changes to .6. When finished recording, press . The Message Recorded screen appears.Reaching the 120-second limit automatically stops recording.You can or the message.7. Press to forward the message to the selected Distribution List.Do you w ant to leave a new message or listen to your messages?Lv Msg ListenLvMsgDistribution ListAccountsSale sWare houseRecordStopStopPlayDeleteSend

Voicemail 80 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDeleting MessagesYou 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 75.To delete a single message or all messages:1. On the Messages screen, press V or U until the desired entry is on the screen.2. Press to delete the message.The system deletes the message and displays call information for the next message.ORTo delete all messages:a. Press Y or Z to display the soft key.b. Press .The confirmation screen appears.c. Press to confirm.DelMsgDelAllMess ages 1/9David Carter Jul 19443-555-0625 11:07aDelAllDelAllAre you sure you want to delete all messages?Yes NoYesAll messages are deleted, whether they are new (unheard) or not.

Voicemail 81 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsNew Message Status IndicationsYou 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” or “old” at any time. To clear and restore new Message indications:1. On the Messages screen, press V or U until the desired entry is on the screen.2. Press Y or Z to display the soft key.3. Press to clear the new message indication.The soft key replaces .4. If desired, press to restore the icon for a selected message, marking the message as new again.ClrNewMess ages 1/10Graham Be ll Jul 19232-555-0176 1:18pFw dMsg Pla y A ll ClrNew!ClrNewMrkNewClrNewMrkNew

Voicemail 82 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAccessing Your Voicemail RemotelyRemote 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. The voice prompts in a menu list are repeated three times with a 5-second pause between. After three times with no action, the voice says “Goodbye” and the remote call is disconnected.Listening to the time/date stamp information of a message does not count as listening to the message. If you access the Voicemail through remote access and skip to another message while the time or date is playing, the message is still considered new.You may be able to access certain Group Mailboxes if they have “virtual” extension numbers assigned to them. Ask your system administrator for more information. To access a Group Mailbox with a virtual extension number, follow the steps below.To access Voicemail remotely:1. Dial your company phone number. 2. After the call is answered, enter your extension number.3. Immediately press the star twice (* *). You will hear, “Enter your access code, followed by the pound sign.”4. Enter your password (if you have created one), then enter pound (#) to access the voice prompt menu.Even if you have not created a password, you must still enter the pound (#).This feature applies to Call Appearance mode only.You need to get to your Personal Mailbox to access your messages remotely. If Call Forward All or Call Forward–No Answer is on and set to an extension or an outside line, or if Auto Answer is on, remote access to Voicemail is not supported as calls do not access your mailbox.If your mailbox is full, your voicemail greeting does not play. Instead you hear “Voicemail is full” before being disconnected. To access your voicemail when your mailbox is full, quickly press the star key twice (* *) just as the “Voicemail is full” announcement begins.

Voicemail 83 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsTo 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.To listen to old messages, press 2.To change Voicemail options, press 8.Once you press 1 or 2, and the messages start playing, you have the following options: To stop message playback and replay options, press 5.To delete the current message, press 3.To repeat the previous message, press 4.To skip this message, press 6.To jump back 8 seconds, press 7.To jump forward 8 seconds, press 9.To return to the previous menu, press star * .Figure 27. Remote Voicemail Access

Voicemail 84 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsTo 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.To record an alternate greeting, press 2.To choose the Primary or Alternate greeting, press 7.2. Begin recording after the tone.3. To end the recording, press 5.4. Select one of the following options:To review the recording, press 1.To record over the greeting, press 3.To accept the greeting, press 9.Figure 28. Remote Voicemail Greeting Setup

Call Log 85 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCHAPTER8CALL LOGThe 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 86“Managing Missed Calls” on page 88“Deleting Call Log Entries” on page 91.You can view the Call Log by pressing MENU, then 1, and then 8 (Call Appearance mode) or MENU, then 1, and then 6 (Line Appearance mode) from the Idle screen.This system has a caller ID feature that works with the caller identification service offered through your telephone service provider. There is a fee for this service, and it might not be available in all areas. This telephone can provide information only if both you and the caller are in areas offering caller identification service, and if both telephone service providers use compatible equipment.

Call Log 86 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsUsing the Call LogThe 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The Voicemail message icon appears in call entries where the caller left a message. The icon remains until you delete the message. An ! icon indicates the message is new.If your company has caller ID, the caller information appears. If the caller ID information is absent because it is unavailable, UNKNOWN NAME and UNKNOWN NUMBER appear. If the caller chooses not to send the information, PRIVATE NAME and PRIVATE NUMBER appear.1. Name and number The Ring Group name can also appear here.2. NEW Indicates call was not answered and has not been reviewed.3. Voicemail message available for playback. Exclamation mark (!) indicates message is new.A Ring Group or Call Queue icon can also appear here. The Voicemail icon replaces other icons when both would apply.4. Current Call Log entry number/ total number of entries50/50 maximum.Table 16. Call Log Soft keysKey Description Key DescriptionPlays message. Appears only when there is a message.Deletes the entry.Dials the entry. Stores number in your Personal list.Clears [NEW] indication from the displayed entry.Deletes all entries.1234PlayMsgDeleteCallBackStoreClrNewDelAll

Call Log 87 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsTo 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.2. Press V or U until the desired entry is on the screen.3. Press CANCEL to exit the Call Log.11:15a Oct 20 1/35Graham Be ll232-555-0176 [NEW]!Play Ms g Delete Callback

Call Log 88 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsManaging Missed CallsAll incoming calls are recorded in the Call Log unless Call Forward All is on and calls are forwarded to another extension or external phone number (Call Appearance mode only). Unanswered calls that have not been reviewed are indicated by [NEW].To review and make calls from the Call Log:1. On the Call Log screen, press V or U to see the desired entry.Press to access dialing options before calling a number and to dial the displayed number. The Call Back screen appears.zPress to dial the on-screen number.zCall Log entries may not be in the proper format for dialing. In some areas, you need to remove the area code or add or remove a 1. Press Y or Z to view the dialing options. The following dialing options are available:nnn-nnnn (7 digits)1-nnn-nnnn (8 digits)nnn-nnn-nnnn (10 digits)1-nnn-nnn-nnnn (11 digits).Press to delete the displayed entry.2. Press CANCEL to exit the Call Log.CallBackCall StoreCall BackAngela Martin 732-555-7318 CallDelete

Call Log 89 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsListening to Voicemail From the Call LogIf the caller left a Voicemail message, you can play the message from the Call Log.To play a Voicemail message from the Call Log:1. On the Call Log screen, press U or V until the desired entry is on the screen. 2. Press . The message playback screen appears.If necessary, use the dial pad to enter your password and press SELECT.3. Press Delete while the message is playing to delete the voice message. There is a slight delay until the message indicators change.4. When the message playback completes, the Call Log appears.5. Press CANCEL to exit the Call Log.PlayMsgGraham Be ll 05:10Pause Delete!Jul 19 1:18p only appears if the call has an associated Voicemail.PlayMsg

Call Log 90 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsStoring Call Log EntriesTo store a Call Log entry into your Personal list:1. From the desired Call Log entry, press Y or Z to display the soft key.2. Press to store the entry in your Personal list. The store personal entry screen appears.The caller information fills in the First Name and Number fields.3. Fill in the Last Name field, if desired. To create the Last Name or to edit any field, use V or U and the dial pad. See “Dial-Pad Entry” on page 21.4. Press to store the entry and return to the Call Log.5. Press CANCEL to exit the Call Log.StoreStore:%;&<"$=---.%;&">&?Save Pa u s e Backspc: % ;  &<" $ .%;&="">&?ISave Pa u s e BackspcWhen entering a phone number, you must add a 9 or whatever digit, if any, that must be dialed first to indicate this is an external call. Enter 1 if it is a long-distance number.The system does not check for duplicate entries.Save

Call Log 91 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDeleting Call Log EntriesYou 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 and the next entry appears.ORTo delete all Call Log entries, press Y or Z to display the soft key.a. Press .The confirmation screen appears.b. Press to confirm.2. Press CANCEL to exit the Call Log.DeleteDelAll&/(;@+AStore Clr New DelA llDelAllAre you sure you want to de lete all entries?Yes NoYes

Paging 92 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCHAPTER9PAGINGPaging 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.If your Synapse system includes an optional overhead paging (OHP) system, you may be able to page through loudspeakers. If the OHP is a single-zone paging system, it is included when you page All Extensions. The single-zone OHP may also be included in an individual Paging Zone. If the OHP is a multi-zone paging system, it is not included when you page All Extensions. However, it appears as Overhead Page as the last entry in the Paging Zones list.

Paging 93 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsSending a PageYou 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. Call Appearance mode—Press MENU, then 1, and then 3.Line Appearance mode—Press MENU, then 1, and then 2.The Paging Zones screen appears. The screen shows the page options available to your Deskset.2. Highlight All Extensions or a Paging Zone.3. Press SELECT. The system emits a short paging tone and the Page screen appears.ORPress CANCEL to return to the idle screen.4. Speak into the speakerphone or pick up the handset to speak.5. When finished, press or CANCEL, hang up the handset, or press SPEAKER. The Idle screen appears.At the extensions being paged:Desksets involved in active calls, listening to a Voicemail message, or playing or recording a name or greeting do not receive pages.The PAGE Programmable Feature Key (key #4 by default) flashes.Press the VOL+ or VOL– keys to adjust the volume. This volume setting affects current and future incoming pages only.Lifting the handset interrupts the page. The PAGE key continues to flash.$"$B"%-<,"%"%-<C"%-="$"En d Pa g e$"$<,"%"%EndPage

Deskset Settings 94 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCHAPTER10DESKSET SETTINGSYou or your system administrator can use the following Deskset menus and features to customize your Deskset:“Deskset Menu” on page 95“Features” on page 96“User Settings” on page 98“Admin Settings” on page 120“Deskset Information” on page 121“Auto-Attendant Settings” on page 122“Using Do Not Disturb (DND)” on page 123.

Deskset Settings 95 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDeskset MenuYou 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.To access the Deskset setup menus:1. Press MENU. The Deskset Menu appears.Press 1 on the dial pad to display the Features menu. These features are discussed throughout this User’s Guide. See “Features” on page 96 for appropriate links.Press 2 to display the User Settings menu. See “User Settings” on page 98 for further instructions.Press 3 to display the Admin Settings menu. See “Admin Settings” on page 120.Press 4 to display the Deskset Information screen. See “Deskset Information” on page 121 for further instructions.If your system administrator has set your extension as an Auto Attendant Manager, the menu has an additional item. Press 5 to change the AutoAttendant settings. See “Auto-Attendant Settings” on page 122 for further instructions.

Deskset Settings 96 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsFeaturesUse 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 97.Figure 30. Deskset Features Menu (Call Appearance Mode)Table 17. Deskset Menu – Call Appearance Mode FeaturesFeature See page... Description1. Call Queue 55 View and answer unanswered calls in the Call Queue.2. Park List 56 View and retrieve Parked calls.3. Page 93 Make an announcement to your organization.4. Messages 74 Play, delete, or forward messages.5. Do Not Disturb 123 Turn Do Not Disturb on and off.6. Call Forward All 37 Turn Call Forward All on and off.7. Directory 63 View and make calls from the Directory.8. Call Log 86 View and make calls from the Call Log.9. Redial 58 View the last 20 numbers dialed and redial a selected number.0. Help 22 View help information on the Deskset screen.Features Menu 1/4 Features Menu 2/4Features Menu 3/4 Features Menu 4/4Depending on how your system administrator set up your extension, some of these features may be available by pressing one of the Programmable Feature Keys on the right side of the Deskset. See “Programmable Feature Keys” on page 19.

Deskset Settings 97 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsFigure 31. Deskset Features Menu (Line Appearance Mode)Table 18. Deskset Menu – Line Appearance Mode FeaturesFeature See page... Description1. Held Calls List 61 View and retrieve calls from any line in the system.2. Page 93 Make an announcement to your organization.3. Messages 74 Play, delete, or forward messages.4. Do Not Disturb 123 Turn Do Not Disturb on and off.5. Directory 63 View and make calls from the Directory.6. Call Log 86 View and make calls from the Call Log.7. Redial 58 View the last 20 numbers dialed and redial a selected number.0. Help 22 View help information on the Deskset screen.Features Menu 1/3 Features Menu 2/3 Features Menu 3/3Depending on how your system administrator set up your extension, some of these features may be available by pressing one of the Programmable Feature Keys on the right side of the Deskset. See “Programmable Feature Keys” on page 19.

Deskset Settings 98 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsUser SettingsUse 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.Figure 32. User Settings Menu (Call Appearance Mode Shown)Table 19. SB67020 Deskset Menu – User SettingsCall Appearance mode See page... Line Appearance mode See page...1. Greetings 99 1. Greetings 992. Call Management 103 2. Intercom Auto Answer 1063. Deskset Settings 108 3. Deskset Settings 1084. Directory Settings 113 4. Directory Settings 1135. User Password 114 5. User Password 1146. Voicemail to Email 119 6. Voicemail to Email 119Table 20. SB67025 Deskset Menu – User SettingsCall Appearance mode See page... Line Appearance mode See page...1. Greetings 99 1. Greetings 992. Call Management 103 2. Intercom Auto Answer 1063. Deskset Settings 108 3. Deskset Settings 1084. Directory Settings 113 4. Directory Settings 1135. User Password 114 5. User Password 1146. Cordless Headset 116 6. Cordless Headset 1167. Voicemail to Email 119 7. Voicemail to Email 119User Settings Menu 1/2 User Settings Menu 2/2

Deskset Settings 99 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsTo display the User Settings menu:1. Press MENU and then 2 to display the User Settings menu.2. If you have set a user password, the User Password screen appears before the UserSettings menu appears.Enter your password and press SELECT.To correct errors, press .To cancel your changes on that screen, press CANCEL at any time. The set will return to the previous screen.GreetingsUse the Greetings menu, as shown in Figure 33 and described in Table 21, to record greetings. Figure 33. Greetings MenuBackspcTable 21. SB67020/025 Deskset Menu – User SettingsFunction See page... Description1. Voicemail Greeting 100 Record and set your Voicemail greetings.2. Name Recording 102 Record your name.

Deskset Settings 100 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsVoicemail GreetingsYou 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. The Pre-Setgreeting, “Please leave a message after the tone,” is used when no other greeting is recorded. To activate a greeting:1. Press MENU, then 2, then 1, and then 1 to display the Voicemail Greetings menu.Press U or V to highlight the Primary, Alternate, or Pre-Set greeting to be played to external callers. When you highlight the Pre-Set greeting, the PlayRec soft key changes to Play.2. Press to make the highlighted greeting the greeting played to callers. The system checks to see if the selected greeting has been recorded.If the selected greeting has been recorded, [ACTIVE] appears beside the selected greeting.If a greeting has not been recorded, Greeting not recorded appears. To record a Primary or Alternate greeting, see “To record a Primary or Alternate greeting:” on page 100.To record a Primary or Alternate greeting:1. Press MENU, then 2, then 1, and then 1 to display the Voicemail Greetings menu.2. Press V or U to highlight the Primary or Alternate greeting. You cannot record over the Pre-Set greeting.3. Press . The message review screen appears. The and soft keys do not appear if a greeting has not already been recorded.4. If you wish to record the greeting on the handset, lift the handset. You can also record the greeting on the speakerphone.You cannot delete or record over the Pre-Set greeting.ActivatePlayRecPlayDelete

Deskset Settings 101 Synapse SB67020/SB67025 Deskset User’s Guide Back to Contents5. To record your greeting, press . The message recording screen appears and the key changes to .6. Press when you are finished. The greeting is saved and the message review screen appears. Recording stops automatically if you exceed the 60-second time limit.7. Press to review the message or to delete the greeting.8. Press CANCEL to return to the Voicemail Greetings menu.RecordRecordStopStopPlayDelete

Deskset Settings 102 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsName RecordingIf 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. Your system administrator may also recommend that you state both your name and extension number. It is important that your recording be consistent with recordings at other extensions in the system.To record and play a personal name: 1. Press MENU, then 2, then 1, and then 2 to display the Name Recording menu. The and soft keys do not appear if your name has not already been recorded.2. Press to record a personal name. The key changes to .3. Press when you are finished. The recording is saved and the recording review screen appears.4. Press to review the recorded name.ORPress to delete the recording. The Recording Deleted screen briefly appears. 5. Press CANCEL to return to the Greetings menu.PlayDeleteRecordRecordStopYou are limited to a 10-second recording; recording stops automatically if the limit is exceeded.StopPlayDelete

Deskset Settings 103 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCall ManagementWhen the Synapse system is in Call Appearance mode, you can use the CallManagement menu to set up options for handling calls, as shown in Figure 34 and listed in Table 22.Figure 34. Call Management MenuThe Call Management menu applies to Call Appearance mode only. In Line Appearance mode, you can set your Deskset to automatically answer Intercom Calls only. See “Automatic Answering” on page 106.Table 22. Deskset Call Management MenuFunction See page... Description1. Call Forward 104 Redirect incoming calls.2. Auto Answer 106 Automatically answer calls after a delay that you specify.

Deskset Settings 104 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCall Forward All and Call Forward–No AnswerCall 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 your voicemail or Group Mailbox, an extension, a phone number, Auto Attendant, or Ring Group. Your Deskset does not ring, but a message screen appears to confirm that the call was forwarded. Your Deskset does not record the call in its Call Log. Your company’s caller ID is attached to calls that Call Foward All sends to external numbers. The default destination is Voicemail.To turn Call Forward All on or off, press MENU, then 1, and then 6 when the Deskset is idle. Call Forward All overrides the system administrator’s Call Forward–No Answer setting.You can set the Call Forward All destination in the User Settings menu or using the WebUI. See “Basic Settings” on page 127.Call Forward–No Answer can only be set by the system administrator. This setting determines the delay of, and the destination for, unanswered calls for each extension. The default destination is Voicemail. After the calls are forwarded, the calls cannot be answered at the Deskset.The Call Forward–No Answer setting does not apply to Ring Group calls or to incoming calls at extensions that are part of a Call Queue. See “Answering Calls in the Call Queue” on page 41.To set the Call Forward destination:1. Press MENU, then 2, then 2, and then 1 to display the Call Forward All screen.2. Press Y or Z to select one of the following targets:Mailbox. Then press V to move to to Mailbox: and select your personal mailbox or a Group Mailbox (if enabled).Ext. Then press V to move to to Ext: and enter a valid extension number.Phone#. Then press V to move to to Phone #: and enter a valid phone number. Enter a preceding 9 or whatever digit, if any, that must be dialed for external calls.

Deskset Settings 105 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAutoAtt. Then press V to move to the to AutoAtt: field and select an Auto Attendant.RingGrp. Then press V to move to the to RingGrp: field and select a Ring Group.3. To confirm the change, press . The Call Management menu appears. An error message appears if:you entered an invalid extension numberyour system administrator has disabled call forwarding/transferring to an outside lineyou entered a restricted number.If your system has no Ring Groups, this option does not appear.Save

Deskset Settings 106 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAutomatic AnsweringYou 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. For example, employees in warehouses or shops may use this feature for quick conversations without having to interrupt what they are doing.To set Auto Answer:1. Call Appearance mode—Press MENU, then 2, then 2, and then 2. Line Appearance mode—Press MENU, then 2, and then 2.The Auto Answer screen appears. In Line Appearance mode, the Int. Auto Answer screen appears.2. Press Y or Z to select either Disabled or Enabled.3. Press V, then Y or Z to set the delay before the Deskset automatically answers each call.4. Press to confirm the change. The Call Management menu appears. In Line Appearance mode, the User Settings menu appears.If your system administrator has enabled Direct Intercom on your Deskset, you cannot enable Auto Answer. The message ‘‘Auto Answer is currently unavailable‘‘ appears.In Line Appearance mode, Auto Answer applies to Intercom (extension to extension) calls only.Do Not Disturb and Call Forward All take priority over Auto Answer. If you have enabled Call Forward All, calls are forwarded before they can be Auto Answered. However, Auto Answer takes priority over the Call Forward-No Answer setting. See “Call Forward All and Call Forward–No Answer” on page 104.Auto Answer does not apply to Ring Group calls. See “Incoming Call Indication” on page 34.The Auto Answer Delay overrides the Call Forward–No Answer delay. See “Call Forward All and Call Forward–No Answer” on page 104.Save

Deskset Settings 107 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsWhen an incoming call is automatically answered, a Call Answered screen appears and a tone sounds.

Deskset Settings 108 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDeskset SettingsUse the Deskset Settings menu to set up the display appearance and sounds of your Deskset as listed in Table 23.Figure 35. Deskset Settings MenuTable 23. Deskset Settings MenuFunction See page... Options1. Display 109 Contrast (1–9)Backlight (Lo/Hi/Off)2. Sounds 110 Ring Volume (0–9)Ring Delay (0–40 seconds) (Call Appearance mode only)Ringtones (1–9)Key beeps (On/Off)3. Volume Settings 111 Speaker Volume (1–9)Receiver Volume (1–9)Headset Volume (1–9)Paging Volume (1–9)4. Preferred Audio Mode 112 Preferred Mode (Speaker, Headset)Deskset Settings Menu 1/2 Deskset Settings Menu 2/2

Deskset Settings 109 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDisplayUse the Display menu to adjust your Deskset LCD screen contrast and backlight.To use the Display menu:1. Press MENU, then 2, then 3, and then 1.The Display menu appears.2. Press Y or Z to adjust the Contrast level from 1 to 9. The default is 5.3. Press V to set the Backlight level.Press Y or Z to select Hi, Lo, or Off. The default is Hi.4. Press to accept the adjustments and return to the Deskset Settings menu.Save

Deskset Settings 110 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsSoundsUse 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. Press MENU, then 2, then 3, and then 2.The Sounds menu appears.2. Press Y or Z to adjust the Ring Volume from 0 to 9. The default is 3. A ringer sample plays. You can also set the ring volume by pressing VOL+ and VOL–.To turn off the ringer, decrease the volume to zero. 3. Call Appearance mode—Press V, and then Y or Z to set the Ring Delay from 0 to 40 seconds. The default is 0, which also disables the feature. Although the Call Appearance or Line Appearance LED flashes, the Deskset does not ring for the time you set.4. Press V, and then Y or Z to select one of nine Ringtones. The default is 1. Ringtone samples play when selected.5. Press V, and then Y or Z to turn Key Beeps On or Off. The default is On.6. Press to accept the adjustments and return to the Deskset Settings menu.Save

Deskset Settings 111 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsVolume SettingsSet 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–.To use the Volume Settings menu:1. Press MENU, then 2, then 3, and then 3.The Volume Settings menu appears.2. Press Y or Z to set the Speaker Volume from 1 to 9. The default is 4.3. Press V, and then Y or Z to set the Receiver Volume from 1 to 9. The default is 3.4. Press V, and then Y or Z to set the Headset Volume from 1 to 9. The default is 4.5. Press V, and then Y or Z to set the Paging Volume from 1 to 9. The default is 4.6. Press to accept the adjustments and return to the Deskset Settings menu.Save

Deskset Settings 112 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsPreferred Audio ModeWhen 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.To use the Preferred Audio Mode menu:1. Press MENU, then 2, then 3, and then 4.The Preferred Audio menu appears.2. Press Y or Z to select the preferred audio mode: Speaker or Headset.3. Press to accept the adjustments and return to the Deskset Settings menu.AnswerSave

Deskset Settings 113 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDirectory SettingsUse 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. To use the Directory Settings menu:1. Press MENU, then 2, and then 4.The Directory Settings menu appears.2. Press Y or Z to Hide or Show the Personal Directory. This Directory holds your personal Directory entries. See “Directory” on page 62.3. Press V and then press Y or Z to Hide or Show the System Directory. This Directory holds public entries created and maintained by the system administrator.4. Press V and then press Y or Z to Hide or Show the Ext List Directory. This is a list of all extensions in the system.5. Press V and then press Y or Z to choose the Directory Sort Order; by first or last name.

Deskset Settings 114 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsSetting and Changing Your PasswordUse 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.To use the Password menu:1. Press MENU, then 2, and then 5.The User Password menu appears.2. Press 1 to set or change the password. Follow the steps in “Changing Your Password” on page 115.3. Press 2 to reset your password. A confirmation screen appears.4. Press to confirm that you want to reset your password. The message Userpassword has been reset appears. The User Password menu appears. Yes

Deskset Settings 115 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsChanging Your PasswordTo change your password:1. Press MENU, then 2, then 5, and then 1.The Set/Change Password menu appears.2. Use the dial pad to enter a password. To correct errors, press .To start over, press .3. Press V and enter the new password again.4. To accept the change, press . The Password Saved screen appears, then the User Settings menu appears.Passwords can be up to six digits. BackspcDeleteSave

Deskset Settings 116 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsRegistering an Optional Cordless HeadsetYou can register one AT&T TL7600 or TL7910 Cordless Headset to a SB67025 Deskset. When a Deskset has a cordless accessory, the Deskset and Headset are all part of the same extension, and only one device can be used at a time.To register the TL7600 or TL7910 Cordless Headset:1. Press MENU, then 2, and then 6.The Cordless Headset menu appears.2. Remove and replace the Cordless Headset from its charging base.3. Press . Registration in Progress... appears while the Deskset searches for the Headset. The TL7910 ON/OFF light flashes blue and red quickly.4. When registration is complete, Headset is registered appears and the Cordless Headset ON/OFF light turns solid blue. The TL7910 ON/OFF light turns solid red if it is not fully charged yet.5. Press CANCEL. The User Settings menu appears.The Headset must be in the charger, fully charged and deregistered from its base or any other device before registration can proceed. Even if the Cordless Headset has been in its charger, remove and replace the Cordless Headset before you press on the Deskset.RegisterRegisterRegistration can be terminated by pressing CANCEL on the Deskset.If the Cordless Handset is registered to another Deskset, it must be deregistered first. See “Deregistering a Cordless Headset” on page 117.

Deskset Settings 117 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDeregistering a Cordless HeadsetYou must deregister a Cordless Headset before you can register it to a different Deskset.To deregister a Cordless Headset:1. Press MENU, then 2, and then 6.The Cordless Headset menu appears.2. Press . The confirmation message appears.3. Press to confirm deregistration. The Deskset screen displays Headset is not registered. The Cordless Headset ON/OFF light slowly flashes.)4. Press CANCEL. The User Settings menu appears.Deregistering the Cordless Headset without the DesksetCordless Headsets can also be deregistered using the Headset. You can use this method when you cannot use the Deskset for standard deregistration. The Deskset may be out of range or may have been removed from the system.To deregister the Cordless Headset when the Deskset is not available:1. On the Headset, press VOL+ –> MUTE –> VOL– –> MUTE –> VOL+ –> VOL– –> MUTE.DeRegYes

Deskset Settings 118 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCordless Accessory Registration and Deregistration Time-OutFor security reasons, the registration process on both SB67025 Deskset and cordless accessory terminates after the time-out period of two minutes if registration is not successful.If the registration process times out on the cordless accessory, the cordless accessory resets itself. The Deskset returns to the unregistered cordless accessory startup screen. If the registration process times out on the Deskset, it displays Registration Failed and returns to Idle mode.If Cordless Headset registration fails, the ON/OFF light on the Headset flashes twice every five seconds. To reset the Headset, remove the Headset from the charger and try the registration process again, beginning with Step 1, “To register the TL7600 or TL7910 Cordless Headset:” on page 116.If the cordless device is registered to another Deskset or telephone, it must be deregistered first. See “Deregistering a Cordless Headset” on page 117.

Deskset Settings 119 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsSetting the Voicemail to Email ModeThe 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.1. Press MENU, then 2, and then 7.The Voicemail to Email menu appears.2. Press Y or Z to select the desired Voicemail to Email mode:OFFEmail Copy—Voicemail messages will be emailed to you as audio file attachments.Email Notification—you will receive email notifying you of new Voicemail messages.3. Press . The User Settings menu appears.The Voicemail to Email menu is available only if this feature has been enabled for your Deskset.Save

Deskset Settings 120 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAdmin SettingsTo 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.For more information about these settings, see the Synapse Administrator’s Guide, available for download at www.telephones.att.com/synapseguides.The Admin Settings are determined by your system administrator. Only someone with access to the system administrator’s password can change the Admin Settings.

Deskset Settings 121 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDeskset InformationUse 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.Figure 36. Deskset InformationTo display the Deskset Information:1. Press MENU and then 4. The Deskset Information screen appears.The model number, device status, IP Address, and Software version are listed with other information.2. Press V to view additional information.3. Press CANCEL to return to the Main menu.Deskset Information 1/4 Deskset Information 2/4Deskset Information 3/4 Deskset Information 4/4

Deskset Settings 122 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAuto-Attendant SettingsIf your system administrator has set your extension as an Auto Attendant Manager, you can use the Deskset to manage one or more Auto Attendants.To manage the Auto-Attendant Settings:1. Press MENU to display the menu with a fifth item, Auto Attendant.2. Press 5 to display the Auto-Attendant Settings. The screen displays a list of Auto Attendants you can manage.3. Highlight the name of the Auto Attendant you want to manage and press SELECT.4. Press Y or Z to select Scheduled, OFF, or Manual.Scheduled: Turns the selected Auto Attendant on. Incoming calls are forwarded to an Auto Attendant menu or destination according to the weekly schedule that the system administrator has set.OFF: Turns the Auto Attendant off. Incoming calls are forwarded to the destination that the system administrator has set.Manual: Immediately forwards incoming calls to the Auto Attendant menu or other destination that the system administrator has set. No weekly schedule applies.5. Press to save the setting. The list of Auto Attendants appears.Line Appearance mode — For these settings to come into effect, the system administrator must set the Call Forward–No Answer destination as the Auto Attendant. When the Auto Attendant is set to Scheduled or Manual, extensions may ring for incoming calls, but if the calls are not answered, they will be directed to the Auto Attendant.Save

Deskset Settings 123 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsUsing 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.To enable or disable Do Not Disturb:1. Call Appearance mode—Press MENU, then 1, and then 5.Line Appearance mode—Press MENU, then 1, and then 4.The DND indicator appears on the Idle screen when Do Not Disturb is on.Call Appearance mode—The DND indicator only appears when Call Forward All is disabled. When Call Forward All is set, no calls ring regardless of the DND setting, so the DND indicator does not appear.

Web Interface 124 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCHAPTER11WEB INTERFACEUse an Internet browser to access the Web User Interface (WebUI) that resides on your Deskset. See “Accessing the Web User Interface (WebUI)” on page 125. After you log in to the WebUI, you can configure the following features:“Basic Settings” on page 127“Personal Directory” on page 129“Quick Dial” on page 131“Voicemail Distribution” on page 132.You can also view the Deskset Help from the WebUI. See “Help” on page 135.

Web Interface 125 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAccessing 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.2. On the Deskset, press MENU then 4 to display Deskset Information.3. On the Deskset Information screen, find the IP Address.4. On your computer, open an Internet browser. AT&T recommends Internet Explorer (7 or higher).5. Type the Deskset IP address in the browser address bar, and press ENTER on your computer keyboard.6. A Login page appears.7. Under Login Name, log in as a user by typing your extension number.8. Enter your password if you have created one (see “Setting and Changing Your Password” on page 114). Otherwise, leave the password blank.9. Click .You can create or change your user password once you are logged in.The Basic Settings page shown in Figure 38 on page 127 appears.%D%E"F"= ;&!!C%&!""G E< %%&H-?--Changing a setting does not instantly apply the new value. Clicking saves and applies all changes on that page.

Web Interface 126 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsError HandlingIf 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. You can view a more detailed error description by resting your mouse pointer on the highlighted field..Figure 37. WebUI Error IndicationInvalid Entry

Web Interface 127 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsBasic SettingsThe remaining procedures in this chapter assume that you are already logged in to the WebUI. See “Accessing the Web User Interface (WebUI)” on page 125.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. In Call Appearance mode, callers using the Auto Attendant can search for your Extension Name to reach your extension.Figure 38. WebUI Basic Settings (Call Appearance mode shown)To modify the Basic Settings:Call Appearance mode1. Set the Call Forward All Settings. When on, Call Forward All forwards calls to the target you select, and your Deskset does not ring.a. Turn Call Forwarding Off or On.b. Select the Target Type.Voicemail: Select either Personal or, if your system has Group Mailboxes, one of the Group Mailboxes.Extension: Select an extension number or the Operator extension.

Web Interface 128 Synapse SB67020/SB67025 Deskset User’s Guide Back to Contents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 external call. For example, enter your cell phone number as the Outside Phone Number to have all calls forwarded to your cell phone. This option does not appear if your system administrator has disabled call forwarding/transferring to an outside line. An error message appears after you click if you enter a restricted number.Auto Attendant: Select an appropriate Auto Attendant. Your callers will be directed to the Auto Attendant you select.Ring Group: Select a Ring Group.Call Appearance mode2. Under Auto Answer Settings, select an Auto Answer delay or disable Auto Answer if it was previously enabled from the Deskset. See “Auto Answering” on page 39 and “Automatic Answering” on page 106.Line Appearance modeUnder Intercom Auto Answer, select an Auto Answer delay or disable Auto Answer if it was previously enabled from the Deskset.3. Configure the Voicemail to Email Settings:a. Click Yes or No to enable or disable Voicemail to Email for this extension.b. Enter your Email Address. Audio files or notifications will be sent to this address.c. Click Off or On to disable or enable Auto Delete. When on, messages are automatically deleted from your personal mailbox once they are sent to email as audio files. This setting does not apply to Group Mailboxes.d. Select the Current Mode for Voicemail to Email.zEmail copy (audio attachment)zEmail notification (no attachment)zOff.4. Under Set Password, create or change your Deskset password. The password must consist of numbers only. This password is also used for accessing Voicemail and settings on the Deskset and on the WebUI.5. Click Apply to save your changes.

Web Interface 129 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsPersonal DirectoryTo allow easy dialing, you can create a Personal 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.To add an entry to the Extension Directory:1. In the navigation menu at left, click Personal Directory. The Directory List page appears.2. Click . The Add Personal Directory List Entry page appears.3. Complete the form with the required information.4. Click to save. The Directory List appears with the entries added.

Web Interface 130 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsTo edit Personal Directory entries:1. In the navigation menu at left, click Personal Directory. The Directory List page appears.2. Click [Edit] next to the entry to be edited. The Edit Personal Directory List Entry page appears.3. Complete the form with the desired information.4. Click to accept your changes or to reject the changes.To sort and delete Personal Directory entries:1. In the navigation menu at left, click Personal Directory to display the Directory List.2. To sort entries by last name, click . The button then changes to . This action only works during the current session. The sort order reverts to listing the names by first name when you log in the next time.3. To delete Directory entries:a. Click the check boxes for the entries you want to delete.b. Click . All of the selected entries are removed.

Web Interface 131 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsQuick DialTo 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. All other Programmable Feature Keys are unavailable.2. Enter names and telephone numbers or extensions in the Name and Number columns. If it is an external phone number, enter a 9 or whatever digit, if any, that must be dialed first to indicate that it is an external call.To edit or delete an entry, type over the entry.3. To save entries, click , or to reject the changes, click .4. Press the corresponding Programmable Feature Key on the Deskset to verify that the entries have been added or edited.

Web Interface 132 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsVoicemail DistributionIf 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. See “Accessing Your Messages” on page 74.To enable and disable Voicemail Distribution Lists:1. In the navigation menu at left, click Voicemail Distribution to display the Voicemail Distribution Lists page.If you have previously enabled Voicemail Distribution and created one or more Voicemail Distribution lists, the existing Voicemail Distribution Lists appear.2. Click to enable or to disable Voicemail Distribution.

Web Interface 133 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsTo create a Voicemail Distribution List:1. In the navigation menu at left, click Voicemail Distribution to display the Voicemail Distribution Lists page.2. Click . The Create Distribution List page appears.3. Enter a Name for the Voicemail Distribution List.4. Assign Distribution List Members.Select one or more extensions from the Available Extensions list and click .ORSelect one or more extensions to remove from the Distribution List Members list and click .5. Click to save these settings or click to return to the previous page without saving the changes.

Web Interface 134 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsTo edit or delete a Voicemail Distribution List:1. In the navigation menu at left, click Voicemail Distribution to display the Voicemail Distribution Lists page.2. Click for the Distribution List you want to edit or delete. The Edit Distribution List page appears.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 .ORSelect one or more extensions from the Distribution List Members list and click .6. Click to save these settings or click to return to the previous page without saving the changes.

Web Interface 135 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsHelpTo 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.

Troubleshooting 136 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCHAPTER12TROUBLESHOOTINGIf you have difficulty operating your Deskset, try the following suggestions in this section:“Common Troubleshooting Procedures” on page 137“Display Messages” on page 138“Calls Generally” on page 140“Incoming Calls” on page 144“Outgoing Calls” on page 147“Voicemail” on page 149“Other Deskset Features” on page 152“WebUI” on page 154“PC/Deskset Interaction” on page 155..For customer service or product information, contact the person who installed your system. If your installer is unavailable, visit our web site at www.telephones.att.com/smb or call 1 (888) 916-2007. In Canada, dial 1 (888) 883-2474.

Troubleshooting 137 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCommon Troubleshooting ProceduresFollow these procedures to resolve common issues.Resolving General Functional IssuesTo 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 switch.Verify that the AC power outlet has power. Try plugging in some other AC device. If nothing works, contact an electrician or use another power outlet.Verify that the DC plug is plugged into the power jack on the device.The system devices are not immediately active when powered up and after a power interruption. Allow at least 30 seconds for the device to boot up. If your Deskset uses Power over Ethernet (PoE), ask your system administrator to confirm that the PoE switch is working correctly.To resolve a sluggish, unresponsive, or unusually behaving device:Reset the device by pressing the RESET button on the back of the Deskset for less than five seconds or by removing and restoring AC power.To restore a Deskset to factory defaults:Insert a pen or paper clip into the Reset hole on the back of the Deskset and press the RESET button for more than five seconds.Pressing the RESET button for more than five seconds will erase all data and settings.

Troubleshooting 138 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDisplay MessagesThe screen is blank or the Deskset menu does not work.The screen displays Joining Site... for more than one minute.The screen displays Network Down.The screen displays Synch Failed.Probable Cause Corrective ActionThere may be no power or the Deskset may need to be reset.See “To resolve a blank screen or device that does not work at all:” on page 137.Reset the Deskset to factory defaults. Insert a pen or paper clip into the reset hole and press for more than five seconds.Probable Cause Corrective ActionThe Gateway is failing to synchronize with a Deskset configured for a different system configuration.Always disconnect the LAN cable before restoring factory defaults (by pressing the RESET button more than five seconds).Probable Cause Corrective ActionThe Ethernet cable is unplugged.Ensure that one end of the Ethernet cable is plugged into the port marked LAN on the device and that the other end is plugged into your office LAN.Confirm that the Ethernet port light next to the Ethernet port is green. If it is not, unplug the cable and plug it in again.There may be a problem with the office network. Check if other network devices, such as computers, are communicating with the network. If not, then contact your IT administrator.Probable Cause Corrective ActionThe device synch failed when trying to connect to the system.Reset the device. Insert a pen or paper clip into the reset hole and press for more than five seconds.The maximum number of that type of device has been reached.A device must be removed from the network and deleted from the system before another device can be added.

Troubleshooting 139 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsThe device screen displays Synchronizing.... Deskset cannot make or receive phone calls and the Deskset screen displays Synchronizing....The same Deskset extension number already exists.Reset the Deskset to factory defaults without the network cable connected. Use a paper clip to press and hold the reset switch for more than five seconds.The device software version is different than the rest of the system.Ask your system administrator to update all devices to the current software version.Probable Cause Corrective ActionProbable Cause Corrective ActionNot enough time has elapsed.The device may display Synchronizing… for a few seconds. This is normal and does not indicate a problem.Probable Cause Corrective ActionThe Deskset may have an incompatible software version.Ask your system administrator to update your Deskset to the current software version.

Troubleshooting 140 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCalls GenerallyCalls are dropped.Deskset cannot make or receive phone calls.On external calls, you hear an excessive echo at the Deskset.Probable Cause Corrective ActionRestoring Deskset settings or updating software while that extension is in use will cause all calls to be dropped.Your system administrator should avoid updating software or restoring Deskset settings when you are likely to be using the phone.The network is down. Ensure that the Ethernet cable is securely plugged into the network port beneath your Deskset labeled and that the other end is plugged into your office LAN.The Deskset extension was changed during the call.Contact your system administrator. If changes were made to your extension while you were on a call, that call is dropped.Maximum Call Duration was exceeded.None. External calls that you transfer or forward to another external number use two lines. The duration of such calls is limited by a timer that your system administrator sets.Probable Cause Corrective ActionPutting the T1 Gateway into loopback test mode prevents phone calls from occurring.Do not run loopback tests while the T1 trunk is in use.Your Deskset is not synchronized.Press MENU –> 4 to verify that the DesksetStatus is Synchronized. See “Deskset cannot make or receive phone calls and the Deskset screen displays Synchronizing....” on page 139.Your Deskset is not connected to the LAN. Ensure that the Ethernet cable is securely plugged into the network port beneath your Deskset and that the other end is plugged into your office LAN.Probable Cause Corrective ActionThe automatic PSTN Gateway line calibration did not run properly.See your system administrator. There may be non-system equipment connected in parallel to the telephone line.

Troubleshooting 141 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsYou cannot retrieve parked calls.You hear static, sudden silences, gaps in speech, or garbled speech.A call is forwarded or transferred to an external telephone number and the call is disconnected.Probable Cause Corrective ActionThe first digit of an extension number matches the first digit of parked calls.Your system administrator may have to correct your Dial Plan settings. Do not have extension numbers whose first digits match the park extension prefix.Probable Cause Corrective ActionYou may be experiencing network problems.Your LAN administrator should ensure the following minimum guidelines are met:zA switched network topology is recommended (using standard 10/100 Ethernet switches that carry traffic at a nominal rate of 100 Mbit/s). zThe office network infrastructure should use Cat.-5 wiring.Do not connect a network server PC to the PC port on the Deskset.Make sure the network cable is solidly plugged in. If you tug on the cable, the plug should remain inserted.Probable Cause Corrective ActionTelephone line to telephone line call times have been restricted. Calls that are forwarded or transferred to an external phone number use two PSTN lines or voice channels for the duration of the call. To avoid tying up two outside lines, these calls are on a timer.Ask your system administrator to reset the Timerfor Forwarded and Transferred Outside Calls.

Troubleshooting 142 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsYou are unable to transfer a call to an extension or an extension’s voicemail. A “Call could not be transferred” message appears.Your Deskset does not automatically forward a call to another extension.You are unable to transfer a call to an external phone number.Probable Cause Corrective ActionThe extension is unavailable. Check if the destination extension has been disconnected or deleted from the network.All the destination extension’s lines may be busy. If the party you have on hold hangs up, call back and start the transfer process again.Probable Cause Corrective ActionCall Appearance mode only—The Call Forward All settings are incorrect.Check that Call Forward All is on (FWD should appear in the top right corner of the screen while in Idle mode).Ensure that a valid extension number has been entered as a destination extension. Confirm that the Call Forward All Target is set to Ext.Probable Cause Corrective ActionCall Appearance mode only—Transferring to an external phone number has been disabled, or no lines are available.Check that your system administrator has enabled transferring to an external phone number.Ensure that a valid external number is shown in the to Phone # field. Enter a 9 or whatever digit, if any, that must be dialed first for an external call.Ensure that the Gateway is connected to the network.All phone lines may be in use. If so, try again later.

Troubleshooting 143 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsDeskset does not automatically forward a call to an external phone number.You are unable to manually forward a call to Voicemail.You don’t hear a Park or Hold Ringback tone.Probable Cause Corrective ActionForwarding to an external phone number has been disabled or Call Forward All or the Call Forward–No Answer settings are incorrect.Call Appearance mode only—Check that Call Forward All is on. FWD should appear in the top right corner of the screen while in Idle mode. Press MENU, then 1, then 6 to turn this feature on.Call Appearance mode only—Confirm that the Call Forward All Target is set to Phone #. On the Deskset, press MENU –> 2 –> 2 –> 1.Ensure that a valid external number is shown in the to Phone # field. Enter a 9 or whatever digit, if any, that must be dialed first for an external call.Check that forwarding to an external phone number has been enabled. Your system administrator must enable Call Forward/ Transfer to Outside Telephone Number for your Deskset..Probable Cause Corrective ActionCall Appearance mode only—You cannot foward incoming Ring Group calls and incoming Call Queue calls to Voicemail.Nothing. The system administrator can designate a Deskset as a forwarding destination if the Ring Group call is unanswered. If that Deskset does not answer the forwarded call, the call will be forwarded again according to that Deskset’s settings.Probable Cause Corrective ActionThe Ringer volume is set to OFF.On the Deskset, press the VOL + button.

Troubleshooting 144 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsIncoming CallsYour Deskset does not receive incoming calls.You receive only caller ID numbers, not caller ID names.Probable Cause Corrective ActionIncoming call notifications have been suppressed or delayed, or incoming calls are redirected by the Deskset, or incoming calls are not directed to the Deskset.Verify that Do Not Disturb is off. Make sure that DND is not in the top right corner of the Deskset display. Press MENU, then 1, then 5 (Call Appearance mode) or MENU, then 1, then 4 (Line Appearance mode) to turn this feature off.Call Appearance mode only—Verify that Call Forward All is off. Make sure that FWD is not in the top right corner of the Deskset display. Press MENU, then 1, then 6 to turn this feature off.Call Appearance mode only—Incoming calls may be directed to a Ring Group or Call Queue that you are not part of. Calls may also be redirected via DID numbers and Trunk Routing.The ringer volume is too low or a ring delay is set.Press the VOL+ key to increase ringer volume.Verify that the ring delay is off. Press MENU –> 2 –> 3 –> 2 (Call Appearance mode) or MENU –> 2 –> 2 –> 2 (Line Appearance mode) to adjust the ring delay.Another extension answered your calls remotely.None. If another extension is configured to monitor your call activity, the other extension can answer your incoming calls.Probable Cause Corrective ActionYour T1 telephone service provider may use DMS-100 or 5ESS signalling protocols, which do not support caller ID name delivery.Talk to the service provider about obtaining PRI-NI2 signaling.

Troubleshooting 145 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsExternal caller cannot find your extension in the Auto Attendant Directory.Call Appearance mode only—Call does not Auto Answer.Line Appearance mode only—Call does not Auto Answer.Probable Cause Corrective ActionYou have not recorded a Personal Name.Record a name at the Deskset. Press MENU –> 2 –> 1 –> 2 to record a Personal Name to be played to callers.Your system administrator has not entered your first and last name into the Extension List.Consult your system administrator.The external caller may not be waiting long enough for the search.Tell callers that after spelling the name, they can press the pound (#) sign to start the search.Probable Cause Corrective ActionThe Deskset is set to Call Forward All.Deactivate Call Forward All. Press MENU –> 1 –> 6.Direct Intercom is enabled and only calls from certain extensions are automatically answered.Ask your system administrator to disable Direct Intercom, then enable Auto Answer on your Desket. On the Deskset, press MENU –> 2 –> 3.The Deskset is in DND mode. Deactivate DND. Press MENU –> 1 –> 5.Your Auto Answer delay is greater than your Call-Forward – No Answer delay.Adjust the Auto Answer delay. Press MENU –> 2 –> 2 –> 2.Ring Group calls cannot be automatically answered.If your location has DID numbers, ask your system administrator to assign a DID number to your extension and ask people whose calls you want auto answered to dial your DID number.Probable Cause Corrective ActionThe Deskset is in DND mode. Deactivate DND. Press MENU –> 1 –> 4.

Troubleshooting 146 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsCaller ID is not working. The display shows and a digit for the name, and the same digit for the phone number._ Phone# `Probable Cause Corrective ActionYour organization does not subscribe to caller ID service or you have DSL phone lines without filters installed.Caller ID is a subscription service. You must subscribe to this service from your local telephone service provider for this feature to work on your phone.The caller must be calling from an area that supports caller ID.Both you and your caller’s telephone companies must use caller ID compatible equipment.If you have DSL phone lines, confirm that you have a DSL filter plugged in between each Deskset and DSL wall jack. The DSL filter must be plugged into the wall jack, not the Gateway.

Troubleshooting 147 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsOutgoing CallsNo dial tone.When you dial an external number, you reach an extension instead.You cannot make calls to an external number.Probable Cause Corrective ActionHandset cord is plugged into the wrong jack.Ensure the handset cord is plugged into the 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.Probable Cause Corrective ActionThe extension prefix matches the first digit of the external phone number you tried to dial, and you don't have to dial a digit before dialing external phone numbers.Consult your system administrator.Probable Cause Corrective ActionAn external phone number cannot be accessed through the Gateway.Ensure that you enter a 9 or whatever digit, if any, that must be dialed first for an external call. For example, 9-1-555-0123.If you see All Phone Lines Busy on the Deskset screen, try again later because all outside lines may be in use.Ensure that a Gateway is connected to the network and that it resides on the same subnet as the Deskset.Call Appearance mode only—Your extension has a trunk reservation for outgoing calls, and all lines and channels are being used for active or incoming calls, or are reserved for other extensions.Wait for a channel or line to become available.The system administrator can either remove the reservations from some trunks or contact the service provider to add more analog telephone lines or T1 channels.

Troubleshooting 148 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsYou cannot make international long distance calls.You cannot access phone company services like 411.Call Appearance mode only—The PSTN Trunk reservation is not being honored.DDNs (Directory Dial Numbers) do not dial out properly from the Call Log.Probable Cause Corrective ActionCall Appearance mode only—If no trunk prefix (digit entered before dialing external calls) is set, phone numbers, including international or country codes, that start with 0 (zero) will go to the Synapse system operator.Consult your system administrator.Probable Cause Corrective ActionCall Appearance mode only—If any x11 extensions already exist (such as 411, or 611), then the extensions take precedence. In other words, dialing 411 calls extension 411, not the 411 directory service. 911 cannot be assigned as an extension number.Consult your system administrator.Ensure that you enter a 9 or whatever digit, if any, that must be dialed first for an external call. For example, 9-1-555-0123.Probable Cause Corrective ActionAn incoming call may be using that line. Parking calls and forwarding calls on a reserved trunk does not free up the trunk.Consult your system administrator about setting up Trunk Routing to reserve the incoming path to the “special” extension.A Forwarded call must end before the reserved trunk is available.Probable Cause Corrective ActionThis system does not support DDN.DDNs in the Call Log are treated like all other caller ID phone numbers.

Troubleshooting 149 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsVoicemailVoicemail is not received at the extension you called.Your Deskset does not receive Voicemail.Probable Cause Corrective ActionTarget extension Voicemail is full.Delete messages.Extension is unplugged. Plug in the extension.Distribution List error. Verify the Distribution List. Log in to the WebUI, then click Voicemail Distribution.Probable Cause Corrective ActionCalls are not being directed to Voicemail, or the Voicemail memory is full.Call Appearance mode only—Verify that Call Forward All is off or is targeted to Voicemail.zPress MENU –> 1 –> 6 to turn this feature off. FWD will not be in the top right corner of the Deskset display.zTo set the Call Forward All target, log into the WebUI. On the Basic Settings page, set the Target Type to Voicemail. Then click .Ask the system administrator to check the Call Forward – No Answer setting. Calls may be forwarding to another phone number instead of Voicemail.You may need to delete some messages to create space.

Troubleshooting 150 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsIncomplete Voicemail messages.Unable to find a message in a Group Mailbox.The number of new messages in a Group Mailbox changed spontaneously.Probable Cause Corrective ActionRecording interrupted by time-out or full memory.If a caller leaves a very long message, part of it may be lost when the Deskset disconnects the call after two minutes.If the caller pauses for longer than six seconds, the Deskset stops recording and disconnects the call.If the Deskset’s memory becomes full during a message, the Deskset stops recording and disconnects the call.If the caller's voice is very soft, the Deskset may stop recording and disconnect the call.Probable Cause Corrective ActionGroup Mailboxes are accessed by multiple users.None. Group Mailboxes are accessed by multiple users. Messages can be marked as old or deleted by other users.Probable Cause Corrective ActionGroup Mailboxes are accessed by multiple users.None. Group Mailboxes are accessed by multiple users. Messages can be marked as old or deleted by other users.

Troubleshooting 151 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsThe system does not respond to remote Voicemail commands.Probable Cause Corrective ActionThe system cannot detect Dual-Tone Multi-Frequency (DTMF) tones, which are the signals sent when the caller presses dial-pad keys.Confirm you have entered star, star (**) before entering your remote access code (user password). If you have no password, press star, star (**), then pound (#).Confirm you are calling from a touch-tone phone.When you dial a number, you should hear tones. If you hear clicks, the phone is not a touch-tone telephone and cannot activate the answering system.The answering system might not detect the star, star (**) while your announcement is playing. Try waiting until the announcement is over before entering the code.There may be interference on the phone line you are using. Press the dial-pad keys firmly.

Troubleshooting 152 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsOther Deskset FeaturesOther Desksets do not appear in the extension list.You are unable to record a greeting.There is no key so you cannot forward messages to a Distribution list.Probable Cause Corrective ActionThe Deskset is not connected to the same subnet as the other Desksets. Verify that the first two sections of the IP address (the portion before the second “dot”) match the IP addresses of the other Desksets or that the subnets are set up to communicate with each other. Press MENU –> 4 at a Deskset to find the IP address. If the other Desksets have been assigned static IP addresses, you may have to assign your Deskset a static IP address to match the other Desksets.Probable Cause Corrective ActionCall Appearance mode only—The selected Deskset is set up to forward all calls.Select a different Deskset on which to record the greeting.Call Appearance mode only—Disable the call forwarding on the selected Deskset. Press MENU –> 1 –> 6.DistrListProbable Cause Corrective ActionThe key is not present unless the Distribution List feature is enabled and you have created at least one Distribution List.Log into the WebUI and click Voicemail Distribution. Enable Voicemail Distribution, and create one or more Distribution Lists.DistrList

Troubleshooting 153 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsYou are unable to add an entry to the Quick-Dial list.Probable Cause Corrective ActionIf you have an SB67030/031 Deskset, all six Quick-Dial entries have been used.Edit Quick-Dial entries on the Deskset to write over an existing entry:a. Press the button to the right of .b. Press to add or edit a Quick-Dial entry.Edit Quick-Dial entries on the WebUI to write over an existing entry:a. Log in to the WebUI and click Quick Dial Keys.b. Edit the Quick-Dial entries.c. Click .Your SB67030/031 Deskset has been configured for Call Queue. The Quick-Dial key and Quick-Dial list are unavailable.See your system administrator if you need to use Quick Dial instead of Call Queue.If you have an SB67020/025 Deskset, the system administrator must configure one or more Programmable Feature Keys as Quick Dial keys before they can be used.Ask your system administrator to configure one or more Quick-Dial keys for your Deskset.Edit List

Troubleshooting 154 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsWebUIUnable to access the WebUI Log-in page from my computer.Changes made in the WebUI are not saved.Probable Cause Corrective ActionThe computer is not connected to the same subnet (network) as the Deskset, and the subnets are not set up to communicate.Verify the IP address. You must correctly enter the IP address of your Deskset into your Internet browser’s address bar. At the Deskset, press MENU –> 4 to see the IP address displayed in the third line of the information.Ensure that there is an Ethernet cable attached to Network port on the Deskset and to the LAN. If a PC at the same workstation is sharing the LAN connection, attach an Ethernet cable to your computer’s Ethernet port and to the PC port on the back of the Deskset.Confirm that your computer and your Deskset are on the same subnet so that they can talk to each other. Check that the first three sections of each IP address are the same. If they are not, they may not be connected to the same subnet. Contact the installer; the subnets may not be set up to communicate.Probable Cause Corrective Action must be clicked on each page to confirm the changes.Click on each page to confirm the changes.

Troubleshooting 155 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsPC/Deskset InteractionInternet connection or access to the local network on your computer does not work after installing the Deskset.Your PC is slower after connecting it to the LAN through the Deskset.Your PC, which is connected to the LAN through the Deskset, briefly loses its network connection.Probable Cause Corrective ActionThe Ethernet cables are not installed correctly.Check that the Ethernet cable from the computer is plugged into the Deskset port labeled . A second Ethernet cable should be plugged into the Ethernet port on the Deskset marked with the other end plugged into your LAN. Probable Cause Corrective ActionA computer connected through the Deskset will be limited to 100 Mbits/s. Use separate Ethernet connections for the Deskset and the computer so that the computer can take advantage of the network’s greater bandwidth.Probable Cause Corrective ActionFor PCs connected to the LAN through Desksets, disruption to the Deskset operation affects the PC. For example, when the Deskset restarts (possibly due to a software upgrade) the connection to the LAN is temporarily lost.If the PC is connected to the LAN through the Deskset, your system administrator should avoid updating software or restoring Deskset settings when you are using the workstation.If the PC is connected to the Deskset, and if the PC is connected to an Uninterruptible Power Supply (UPS), plug the Deskset into a UPS.Use separate Ethernet connections for the Deskset and the computer.

Appendixes 156 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAPPENDIXESAppendix A: Soft KeysThe Synapse SB67020/SB67025 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 24 provides an alphabetical list of the labels that appear above the Deskset soft keys.Table 24. SB67020/025 Deskset Soft Key Functions Function Description Function DescriptionEnters a dot in IP address.Sets an option as the current Active option.Answers an incoming call.Backspace the cursor when entering data.Dials the on-screen entry.Allows dialing options before calling a number.Clears the current entry.Clears NEW indication from a message.Initiates a conference call.Deletes all records.Deletes a record.Deletes a Voicemail message.Shows any additional information.Opens the Distribution Lists.End recording and return to previous screen.Drops the on-screen party from a conference call.Edit the current entry.Ends a conference call and hangs up all parties.Ends paging.Opens the Extension List.Switches between first and last name sort in the Directory and Extension lists.Initiates a hook flash.

Appendixes 157 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsInitiates Message Forward function.Forwards incoming call to Voicemail.Silences ringer during incoming call.Record an introductory message.Adds the on-screen party to a conference call.Listen to a Voicemail message.Create a new message for a Distribution List.Marks the current message as NEW.Opens the Mailbox List.Creates a new Directory entry.Cancels proposed action.Displays a list of options.Initiates a system page.Parks a call.Opens the Park List.Inserts a two-second pause in a digit string.Plays a message or recording.Plays all Voicemail messages.Plays a message from the Call Log.Plays a recording.Begins a recording.Retrieves a parked or queued call.Saves a setting.Sends a Voicemail message.Displays the Directory Settings menu.Stop recording.Stores the name and number into the Directory.Initiates transfer of a call.Di splay s a list of extensions t o which you can transfer a call directly to Voicemail.Confirms proposed action.Table 24. SB67020/025 Deskset Soft Key Functions (Continued)Function Description Function Description

Appendixes 158 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAppendix B: Technical SpecificationsTable 25 lists the technical specifications for the SB67020/025 Deskset.Table 25. Technical Specifications Feature SpecificationSize 6.9” × 7.9” × 8.1” (H × W × D @57° angle), 7.9” × 7.9” × 7.1” (H × W × D @41° angle)Weight 35.59 oz. (1009 g) (including adapter)Power Requirements 5.1 V DC @ 1700 mA, 48 V DC Typ. (PoE Class 2)Transmit Frequency Deskset, Cordless Headset: 1921.536–1928.448 MHzRJ-45 Ethernet Network Jack (10Base-T/100Base-Tx) with auto MDI/MDIX switchingHeadset Jack Traditional corded headset jack type with 2-conductor wiring

Appendixes 159 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAppendix C: MaintenanceAvoid Rough TreatmentHandle the unit gently. Save the original packing materials to protect your equipment if you ever need to ship it. Avoid WaterYour unit can be damaged if it gets wet. Do not use the equipment outdoors in the rain or handle it with wet hands. Do not install the equipment near a sink, bathtub, or shower.Electrical StormsElectrical storms can sometimes cause power surges harmful to electronic equipment. For your own safety, exercise caution when using electrical appliances during storms.Cleaning Your UnitYour unit has a durable plastic casing that should retain its luster for many years. Clean it only with a soft cloth slightly dampened with water or a mild soap solution. Do not use excess water or cleaning solvents of any kind.Your system contains sophisticated electronic parts, so it must be treated with care.

Appendixes 160 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAppendix D: Important Safety InstructionsWhen using your telephone equipment, basic safety precautions should always be followed to reduce the risk of fire, electric shock, and injury, including the following:Read and understand all instructions. Follow all warnings and instructions marked on the product.Unplug this product from the wall outlet before cleaning. Do not use aerosol or liquid cleaners. Use a damp cloth for cleaning. Do not use this product near water (for example, near a bathtub, kitchen sink, or swimming pool).Do not place this product on an unstable surface.This product should be operated only from the type of power source indicated on the marking label. If you are not sure of the type of power supply in your home or office, consult your dealer or local power company. Do not allow anything to rest on the power cord. Do not install this product where the cord may be walked on. Never push objects of any kind into this product through the slots in the unit because they may touch dangerous voltage points or create a short circuit. Never spill liquid of any kind on the product. To reduce the risk of electric shock, do not disassemble this product; take it to an authorized service facility. Opening or removing parts of the unit other than specified access doors may expose you to dangerous voltages or other risks. Incorrect reassembling can cause electric shock when the product is subsequently used. Do not overload wall outlets and extension cords. The power adapter is intended to be correctly oriented in a vertical or floor mount position. The prongs are not designed to hold the plug in place if it is plugged into a ceiling or an under-the-table or cabinet outlet.Unplug this product from the wall outlet and refer servicing to an authorized service facility under the following conditions:When the power supply cord or plug is damaged or frayed.If liquid has been spilled on the product. If the product has been exposed to rain or water.If the product does not operate normally when following the operating instructions. Adjust only those controls that are covered by the operating instructions. Improper adjustment of other controls may result in damage and often requires extensive work by an authorized technician to restore the product to normal operation.If the product has been dropped and the unit has been damaged.If the product exhibits a distinct change in performance.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.

Appendixes 161 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsAppendix E: GPL License InformationPortions of the software associated with this product are open source, and fall within the scope of the GNU General Public License (GPL). Accordingly, those portions of code are available to the public, consistent with the requirements of the GPL, in either source code format or object code format, depending upon the nature of the code at issue. If you would like to exercise your right to receive the available code, please send a cashier’s check, payable to VTech Communications, Inc., in the amount of $15.00 (U.S.$) to:VTech Communications, Inc.,9590 SW Gemini Drive, Suite 120Beaverton OR 97008ATTN: Information Technology Group—Synapse/Syn248 GPL code request, along with a written request for the available code. If your request does not fully comply with the foregoing requirements, VTech reserves the right to reject your request. Further, by requesting and receiving the available code, you release VTech, its affiliates, and its and their officers, directors, employees, and representatives (“VTech Parties”) from any liability or responsibility relating to such code, and you acknowledge that the VTech Parties make no representations with respect to the origin, accuracy, usability, or usefulness of such code, and the VTech Parties have no responsibility to you whatsoever concerning the code, including without limitation any responsibility to provide explanation, support, upgrade, or any communication whatsoever. Your review or use of the available code is at your sole risk and responsibility.

Glossary 162 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsGLOSSARYThis glossary provides definitions that pertain to the Synapse telephone system.active call: An established telephone call that is not on holdanalog phone: A non-Synapse telephone that plugs directly into a normal telephone wall plug or into the Synapse PSTN Gateway BYPASS port or ATA FXS portATA (Analog Terminal Adapter): Allows the integration of non-Synapse analog telephones, a fax machine, overhead paging equipment, and a music-on-hold source into the Synapse system. It also provides Group Mailboxes to allow different people to access the same Mailbox.Auto Answer: When the system is in Call Appearance mode, 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.Auto Attendant: A system that automatically answers incoming calls and provides instructions to callersAux Out: A 3.5 mm jack on the ATA that can be used to connect some single-zone overhead paging devices.Available ( ): An SB67030/031 Deskset screen icon that indicates that there is a Call Appearance key that is not busy with predialing, dialing, ringing, or an active or held callBYPASS 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 SB67020/025 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. These keys access active and held calls, and calls that are being dialed or predialed. The LEDs and icons indicate the state of each call or potential call.Call Forward All: Automatically forward calls before they ring. All calls are immediately forwarded to the specified destination.Call Forward–No Answer: Automatically forward unanswered calls to Voicemail, an extension, or external phone numberCall screening: Listening to a Voicemail message while it is being recordedCat.-5 wiring: A twisted pair data cable commonly used in offices for computer communicationCO (Central Office): An office to which subscriber home and business lines are connected. The central office has switching equipment that can switch calls locally or to long-distance carrier phone offices.DECT (Digital Enhanced Cordless Telecommunication): A wireless telephone technology developed specifically for cordless telephones using frequencies between 1.8 and 1.9 Gigahertz. DECT communication is resistant to interference from other electronic equipment, has longer range, and improved battery life.

Glossary 163 Synapse SB67020/SB67025 Deskset User’s Guide Back to Contentsdefault: The original product settingsderegister: To remove the association between an SB67030/031 Deskset and a Cordless Handset or Cordless Headsetdial pad: The 0 through 9, *, and # keys on the Deskset and the SB67040 Cordless Handsetdirect dial: Allows callers to directly dial users' extension numbers after the Auto Attendant answersDirectory: A list of names and phone numbersDisplay Names: The names that the system administrator enters to identify each extension number. The Auto Attendant uses these names to assist callers in forwarding calls.DID: This feature allows external callers to directly dial an extension, bypassing the Auto Attendant and the operatorDND (Do Not Disturb): A feature that suppresses audible ringing and incoming paging at the DesksetDND ON (DND): An indicator in the top right corner of the Deskset display that illuminates when you turn on the Do Not Disturb featureDTMF (Dual-Tone Multi-Frequency): Telephone tones commonly known as “touch-tone”Emergency Bypass Port: The fifth SB67010 PSTN Gateway jack that can provide telephone operation during a power failure when used with an analog phoneEthernet: A type of computer networking technology that connects devices via Local Area Networks (LANs)Extension Directory: A private list of names and phone numbers available to only a single extension (referred to as “Personal list” on the Deskset)Extension list: A list of names and extension numbers for the Synapse system telephonesextension number: The three-digit or four-digit number representing each individual Desksetexternal call: A phone call between a phone not a part of your Synapse system and an extension within your Synapse systemfactory default: The original product settingsflash memory: Reprogrammable system storage used for storing software upgradesFWD ON (FWD): An indicator in the top right corner of the SB67020/025 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, external phone number, or to Voicemail.FXO (Foreign Exchange Office): The Gateway telephone signaling interface between the PSTN telephone lines and the LANFXS station port: A jack on the ATA for connecting non-Synapse analog telephone equipment to the Synapse system

Glossary 164 Synapse SB67020/SB67025 Deskset User’s Guide Back to ContentsGateway: A network device equipped for interfacing with another network that uses different protocolsgreeting, preset: The voice message that plays to callers if the user has not recorded an outgoing messagegrounding: An electrical ground connection that minimizes interference, reduces the risk of equipment damage due to lightning, eliminates electrostatic buildup, and helps protect people who service the equipmentGroup Mailbox: Provide general delivery of Voicemail messages to a group within an organization. Only subscribers can access these Voicemail messages.hard key: Any physical key on the Deskset, Cordless Handset, or Gateway. Examples include MENU and 1 on the Deskset; and SELECT and CANCEL on the SB67010 Gateway.hard reset: An action that restores factory default settingsHold announcement: A recorded message to play while calls are on hold. It can be combined with music on hold.hunt group: A telephone company feature that allows calls to a busy phone number to roll over to the next available line or a Synapse system ring group feature where unanswered calls are forwarded to the next available extension in a predefined group of extensionsicon: A small picture in the display that presents status informationIdle: The mode of a device when it is not involved in call or call setup activityinterference: Electrical signals close by that cause degraded audio performance for cordless devicesinternal call: A phone call made from one of your Synapse system extensions to another extensionIP address (Internet Protocol address): An individual numeric identification assigned to devices on your LANISDN (Integrated Services Digital Network): A set of communication standards for simultaneous digital transmission of voice, video, data, and other network services over the traditional circuits of the public switched telephone network.key beep: When enabled, pressing a key plays a toneLAN (Local Area Network): A communications network that allows data devices to communicate with each otherLCD (Liquid Crystal Display): The screen that provides instructions and feedbackLED (Light Emitting Diode): A small light on a device that indicates statuslive dial: Dialing after the phone is off hookmain menu, Auto Attendant: The Auto Attendant messages and actions that are available to callers before the callers take additional actionsMoH (Music on Hold): Music or other audio that plays to an external caller that has been put on hold by a Synapse user

Glossary 165 Synapse SB67020/SB67025 Deskset User’s Guide Back to Contentsmulti-zone paging: Paging through a multi-zone overhead paging system. The overhead loudspeakers are configured in multiple areas and transmit messages independently.mute: Stop sending your voice to the other party during a phone callNTP (Network Time Protocol): An Internet standard protocol that assures time synchronization in a computer networkoff 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. You are off hook from the moment that you hear a dial tone to when you hang up a call.OHP (overhead paging) system: An amplified public address systemon hook: Indicates that no corded handset, speakerphone, Cordless Handset, or corded or Cordless Headset is activeoperator: The extension that callers reach by dialing 0 (zero) when the Auto Attendant operator feature is enabled or that system users reach at any time by dialing 0 (zero)page: Broadcasts your voice to all idle extensions that do not have Do Not Disturb turned onpaging zone: A set of extensions that can be paged as a grouppark: A form of hold that allows held calls to be retrieved by any Deskset or the SB67040 Cordless HandsetPark list: The list of unretrieved parked callsPersonal list: A private list of names and phone numbers available to only a single extension (referred to as “Extension Directory” on the WebUI)Pilot Number: Usually the company’s main telephone numberPOTS (Plain Old Telephone Service): Basic telephone operation. The ability to make and receive phone calls.predial: Enter digits before going off hook to make a callPSTN (Public Switched Telephone Network): The world’s telephone networkQuick Dial: Provides two-touch dialing for frequently called phone numbersquota: The maximum recording time for a Group Mailboxreboot: Restart a deviceRedial: Accesses the log of outgoing callsRemote site: A Synapse site in another location that is linked to your office through a SIP Gateway. You can call remote Desksets by dialing their extension number. You can also make long-distance calls through a remote site as if you were dialing a local call. Depending on your system configuration, you may need to dial a prefix such as 9 to make Remote Site calls. Consult your system administrator.RF (radio frequency): The communication channel for most Cordless Handsets and Cordless Headsetsring group: Groups of extensions configured by the system administrator to all ring in a predetermined pattern within the group when calls come in for that group

Glossary 166 Synapse SB67020/SB67025 Deskset User’s Guide Back to Contentsrouter: An electronic device that connects two or more other electronic devices to each other, allowing them to communicatesingle-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 Internetsoft key: The Synapse Desksets and Cordless Handsets feature keys below the LCD screen. The bottom of the screen displays the appropriate label for each key as the function of the key changes.subscriber: A user who can access messages in a Group Mailboxsupervised transfer: Occurs when you communicate with the transfer recipient before completing a transferred callswitch: A network switch links electronic devices. The switch processes and routes data flexibly, allowing more data to be handled without error. system administrator: A person to perform functions such as setting up and modifying system configurations. This system administrator can be an employee or your telephone equipment provider.System Directory: (see System list)System list: This list of names and phone numbers is created and maintained by the system administrator. All system users can sort and view this list.system operator: The extension that callers reach by dialing 0 (zero) when the Auto Attendant operator feature is enabled or that system users reach at any time by dialing 0 (zero)T1: A digital signaling standard to transmit voice and data between devicestrunk: A communications connection between the Synapse system and the telephone companyunsupervised transfer: Occurs when you do not communicate with the transfer recipient when transferring calls. The transfer recipient does not have to pick up the phone and talk to you before receiving the transferred call. VoIP (Voice over Internet Protocol): A transmission technology for delivery of voice communications over IP networks such as the Internet or other packet-switched networks. Other synonymous terms include IP telephony, Internet telephony, Voice Over BroadBand (VoBB), broadband telephony, and broadband phone.WebUI (Web User Interface): A means of interacting with a product using a computer interface. Connection to the World Wide Web is not necessary.

Important Product InformationSafety Information and Limited WarrantyPart 1 - Safety Information i15 (SB67025).fm Page 1 Thursday, October 11, 2012 9:57 AM

2Important Product InformationSafety Information READ AND UNDERSTAND ALL INSTRUCTIONS IN THE USER’S GUIDE. Observe all markings on the product.AVOID USING A TELEPHONE DURING A THUNDERSTORM. There may be a slight chance of electric shock from lightning.DO NOT USE A TELEPHONE IN THE VICINITY OF A GAS LEAK. If you suspect a gas leak, report it immediately, but use a telephone away from the area where gas is leaking. If this product is a cordless model, make sure the base is also away from the area.DO NOT USE THIS PRODUCT NEAR WATER OR WHEN YOU ARE WET. For example, do not use it in a wet basement or shower, or next to a swimming pool, bathtub, kitchen sink, or laundry tub. Do not use liquids or aerosol sprays for cleaning. If the product comes in contact with any liquids, unplug any line or power cord immediately. Do not plug the product back in until it has dried thoroughly.INSTALL THIS PRODUCT IN A PROTECTED LOCATION. Protect all line and power cords from damage and abrasion and place the cords where no one can trip over them.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.Part 1 - Safety Information i15 (SB67025).fm Page 2 Thursday, October 11, 2012 9:57 AM

3IF THIS PRODUCT HAS A THREE-PRONG (GROUNDING) PLUG OR A POLARIZED PLUG with one wide prong, it may not fit in non-polarized outlets. Do not defeat the purpose of these plugs. If they do not fit in your outlet, the outlet should be replaced by an electrician.IF THIS PRODUCT HAS USER-REPLACEABLE BATTERIES, REPLACE BATTERIES ONLY AS DESCRIBED IN YOUR USER’S GUIDE. Do not burn or puncture batteries—they contain caustic chemicals.IF THIS PRODUCT DOES NOT OPERATE NORMALLY, READ TROUBLESHOOTING IN THE USER’S GUIDE. If you cannot solve the problem, or if the product is damaged, refer to "5. How do you get warranty service?" on page 16. Do not open this product except The SB67010 PSTN Gateway and SB67060 T1 Gateway grounding terminal must be connected to reliable earth ground using a separate ground wire before connecting the telecommunication lines. The SB67050 Analog Terminal Adapter must be connected to reliable earth ground through a properly grounded wall outlet.The connection to earth ground must be verified by qualified personnel.To reduce the risk of fire, the SB67060 T1 Gateway must use only No.26 AWG or larger telecommunications line cord.Keep small metallic objects such as pins and staples away from the handset receiver.Use only the power adapter provided with this product. To obtain a replacement, call 1 (888) 916-2007. In Canada, dial 1 (888) 883-2474.Part 1 - Safety Information i15 (SB67025).fm Page 3 Thursday, October 11, 2012 9:57 AM

4as may be directed in your user’s guide. Opening the product or reassembling it incorrectly may expose you to hazardous voltages or other risks.Especially About Corded TelephonesELECTRICAL POWER: The telephone base must be connected to a working electrical outlet. The electrical outlet should not be controlled by a wall switch. Calls cannot be made from the handset if the telephone base is unplugged or if the electrical power is interrupted.POWER ADAPTER: The power adapter is intended to be correctly oriented in a vertical or floor mount position. The prongs are not designed to hold the plug in place if it is plugged into a ceiling, under-the-table or cabinet outlet.Especially About Telephone Answering SystemsTWO-WAY RECORDING: This unit does not sound warning beeps to let the other party know that the call is being recorded. To ensure that you are in compliance with any federal or state regulations regarding recording a telephone call, you should start the recording process and then inform the other party that you are recording the call.SAVE THESE INSTRUCTIONSPart 1 - Safety Information i15 (SB67025).fm Page 4 Thursday, October 11, 2012 9:57 AM

5FCC, ACTA and IC InformationIf this equipment was approved for connection to the telephone network prior to July 23, 2001, it complies with Part 68 of the Federal Communications Commission (FCC) rules. If the equipment was approved after that date, it complies with the Part 68 rules and with the Technical Requirements for Connection of Equipment to the Telephone Network adopted by the Administrative Council for Terminal Attachments (ACTA). We are required to provide you with the following information.1. Product identifier and REN informationThe label on the back or bottom of this equipment contains, among other things, an identifier indicating product approval and the Ringer Equivalence Number (REN). This information must be provided to your local telephone company upon request. For equipment approved prior to July 23, 2001, the product identifier is preceded by the phrase “FCC Reg No.” and the REN is listed separately. For equipment approved after that date, the product identifier is preceded by “US” and a colon (:). The PSTN Gateways have the REN encoded in the product identifier without a decimal point as the sixth and seventh characters following the colon. For example, the product identifier US:AAAEQ03T123XYZ would indicate a REN of 0.3. The REN is used to determine how many devices you may connect to your telephone line and still have them ring when you are called. In most, but not all areas, the sum of all RENS should be five (5.0) or less. You may want to contact your local telephone company for more information.Part 1 - Safety Information i15 (SB67025).fm Page 5 Thursday, October 11, 2012 9:57 AM

62. Connection and use with the nationwide telephone networkThe plug and jack used to connect this equipment to the premises wiring and the telephone network must comply with the applicable Part 68 rules and technical requirements adopted by ACTA. A compliant telephone cord with modular plug is provided with this product. It is designed to be connected to a compatible modular jack that is also compliant. An RJ11 jack should normally be used for connecting to a single line and an RJ14 jack for two lines, see the installation instructions in the user’s guide. This equipment may not be used with coin telephone lines or with party lines. If you have specially wired alarm dialing equipment connected to your telephone line, ensure that the connection of this equipment does not disable your alarm equipment. If you have questions about what will disable the alarm equipment, consult your telephone company or qualified installer.Model Number Facility Interface CodeService Order CodeJack TypeSB67010 PSTN Gateway N/A N/A RJ-11CSB67060 T1 Gateway 04DU9.DN04DU9.1SN6.0Y RJ-48CPart 1 - Safety Information i15 (SB67025).fm Page 6 Thursday, October 11, 2012 9:57 AM

73. Repair instructions If this equipment is malfunctioning, it must be unplugged from the modular jack until the problem has been corrected. Repairs to this telephone equipment can only be made by the manufacturer or its authorized agents. For repair procedures, follow the instructions outlined under "5. How do you get warranty service?" on page 16.4. Rights of the telephone company If this equipment is causing harm to the telephone network, the telephone company may temporarily discontinue your telephone service. The telephone company is required to notify you before interrupting service. If advance notice is not practical, you will be notified as soon as possible. You will be given the opportunity to correct the problem and the telephone company is required to inform you of your right to file a complaint with the FCC. Your telephone company may make changes in its facilities, equipment, operation, or procedures that could affect the proper functioning of this product. The telephone company is required to notify you if such changes are planned.5. Hearing aid compatibility If this product is equipped with a corded or cordless handset, it is hearing aid compatible.Part 1 - Safety Information i15 (SB67025).fm Page 7 Thursday, October 11, 2012 9:57 AM

86. Programming/testing of emergency numbers If this product has memory dialing locations, you may choose to store police, fire department, and emergency medical service telephone numbers in these locations. If you do store these numbers, please keep three things in mind: a. We recommend that you also write the telephone number on the directory card (if applicable), so that you can still dial the emergency number manually if the memory dialing feature does not work. b. This feature is provided only as a convenience, and the manufacturer assumes no responsibility for customer reliance upon the memory feature. c. Testing the emergency telephone numbers you have stored is not recommended. However, if you do make a call to an emergency number: You must remain on the line and briefly explain the reason for the call before hanging up. Programming/testing of emergency numbers should be performed during off-peak hours, such as in the early morning or late evening, when emergency services are usually less busy.Part 1 - Safety Information i15 (SB67025).fm Page 8 Thursday, October 11, 2012 9:57 AM

97. Equipment With Direct Inward Dialing (“DID”) ALLOWING THIS EQUIPMENT TO BE OPERATED IN SUCH A MANNER AS TO NOT PROVIDE FOR PROPER ANSWER SUPERVISION IS A VIOLATION OF PART 68 OF THE FCC'S RULES.PROPER ANSWER SUPERVISION IS WHEN:a. This equipment returns answer supervision to the public switched telephone network (PSTN) when DID calls are:Answered by the called station.Answered by the attendant.Routed to a recorded announcement that can be administered by the customer premises equipment (CPE) user.Routed to a dial prompt.b. This equipment returns answer supervision on all DID calls forwarded to the PSTN. Permissible exceptions are:A call is unanswered.A busy tone is received.A reorder tone is received.Part 1 - Safety Information i15 (SB67025).fm Page 9 Thursday, October 11, 2012 9:57 AM

10Part 15 of FCC RulesSome telephone equipment generates, uses and can radiate radio frequency energy and, if not installed and used properly, may cause interference to radio and television reception. The SB67010 PSTN Gateway, the SB67040 Cordless Accessory Handset, and the SB67050 Analog Terminal Adapter have been tested and found to meet the standards for a Class B digital device, as specified in Part 15 of the FCC rules.These specifications are designed to provide reasonable protection against interference in a residential installation. However, there is no guarantee that interference will not occur in a particular installation.If this product causes interference to radio, VCR or television reception when it is in use, you might correct the interference with any one or all of these measures:Where it can be done safely, reorient the receiving radio, VCR, or television antenna.To the extent possible, relocate the radio, VCR, television, or other receiver to increase the separation between the equipment and the receiver.If this telephone product runs on AC power, plug your product into an AC outlet that’s not on the same circuit as one used by your radio, VCR, or television.Consult a dealer or an experienced radio/TV technician for help.Modifications to this product not expressly approved by the manufacturer could void the user’s authority to operate the equipment.Part 1 - Safety Information i15 (SB67025).fm Page 10 Thursday, October 11, 2012 9:57 AM

11The SB67031 Deskset, SB67030 Deskset, SB67020 Deskset, SB67025 Deskset, SB67080 Expansion Module, SB67060 T1 Gateway, and SB67070 SIP Gateway have been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. 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. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user is required to correct the interference at the user's expense.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.To ensure safety of users, the FCC has established criteria for the amount of radio frequency energy that can be safely absorbed by a user or bystander according to the intended use of the product. This product has been tested and found to comply with the FCC criteria. The Deskset shall be installed and used such that parts of the user's body other than the hands are maintained at a distance of approximately 20 cm (8 inches) or more. The handset may be safely held against the user’s ear. If you choose to use a clipping device, please make sure to use only the supplied AT&T belt clip.Part 1 - Safety Information i15 (SB67025).fm Page 11 Thursday, October 11, 2012 9:57 AM

12Industry CanadaOperation in Canada is subject to the following two conditions: (1) this device may not cause harmful interference, and (2) this device must accept any interference, including interference that may cause undesired operation.The term “IC” before the certification/registration number only signifies that the Industry Canada technical specifications have been met.The REN for the SB67010 PSTN Gateway is 0.1. The REN is an indication of the maximum number of devices allowed to be connected to a telephone interface. The termination on an interface may consist of any combination of devices subject only to the requirement that the sum of the RENs of all the devices does not exceed five.This product meets the applicable Industry Canada technical specifications.Ce produit est conforme aux spécifications techniques d'Industrie Canada.The SB67010 PSTN Gateway, the SB67040 Cordless Accessory Handset, and the SB67050 Analog Terminal Adapter comply with Canadian ICES-003 Class B digital apparatus requirements. The SB67031 Deskset, SB67030 Deskset, SB67020 Deskset, SB67025 Deskset, SB67080 Expansion Module, SB67060 T1 Gateway, and SB67070 SIP Gateway comply with Canadian ICES-003 Class A digital apparatus requirements.Part 1 - Safety Information i15 (SB67025).fm Page 12 Thursday, October 11, 2012 9:57 AM

14parts. If the manufacturer chooses to replace the PRODUCT, they may replace it with a new or refurbished PRODUCT of the same or similar design. The manufacturer will retain the defective parts, modules, or equipment. Repair or replacement of the PRODUCT at the manufacturer’s option is your exclusive remedy. The manufacturer will return the repaired or replacement products to you in working condition. You should expect the repair or replacement to take approximately 30 days.3. How long is the Limited Warranty period? The Limited Warranty period for Synapse Products extends for TWO (2) YEARS from the date of purchase. If the manufacturer repairs or replaces a materially defective PRODUCT under the terms of this Limited Warranty, this Limited Warranty also applies to the repaired or replacement PRODUCT for a period of either (a) 90 days from the date the repaired or replacement PRODUCT is shipped to you, or (b) the time remaining on the original two-year Limited Warranty; whichever is longer. Part 1 - Safety Information i15 (SB67025).fm Page 14 Thursday, October 11, 2012 9:57 AM

154. What is not covered by this Limited Warranty? This Limited Warranty does not cover: PRODUCT that has been subjected to misuse, accident, shipping or other physical damage, improper installation, abnormal operation or handling, neglect, fire, water or other liquid intrusion; or PRODUCT that has been damaged due to repair, alteration or modification by anyone other than an authorized service representative of the manufacturer; or PRODUCT to the extent that the problem experienced is caused by signal conditions, network reliability or cable or antenna systems; or PRODUCT to the extent that the problem is caused by use with non-AT&T accessories; PRODUCT whose warranty/quality stickers, PRODUCT serial number plates or electronic serial numbers have been removed, altered or rendered illegible; or PRODUCT purchased, used, serviced or shipped for repair from outside the United States of America or Canada, or used for commercial or institutional purposes (including but not limited to products used for rental purposes); or PRODUCT returned without a valid proof of purchase (see "6. What must you return with the PRODUCT to get warranty service?" on page 17); or Charges for installation or setup, adjustment of customer controls, and installation or repair.Part 1 - Safety Information i15 (SB67025).fm Page 15 Thursday, October 11, 2012 9:57 AM

165. How do you get warranty service? To obtain warranty service, contact the person who installed your system. If your installer is unavailable, visit our website at www.telephones.att.com/smb or call 1 (888) 916-2007. In Canada, call 1 (888) 883-2474.The manufacturer will return repaired or replaced PRODUCT under this Limited Warranty. Transportation, delivery or handling charges are prepaid. The manufacturer assumes no risk for damage or loss of the PRODUCT in transit. If the PRODUCT failure is not covered by this Limited Warranty, or proof of purchase does not meet the terms of this Limited Warranty, the manufacturer will notify you and request that you authorize the cost of repair prior to any further repair activity. You must pay for the cost of repair and return shipping costs for the repair of products not covered by this Limited Warranty.Before calling for service, please review the user’s guide. A check of the PRODUCT's controls and features may save you a service call. Except as provided by applicable law, you assume the risk of loss or damage during transit and transportation and are responsible for delivery or handling charges incurred in the transport of the PRODUCT to the service location.Part 1 - Safety Information i15 (SB67025).fm Page 16 Thursday, October 11, 2012 9:57 AM

176. What must you return with the PRODUCT to get warranty service?You must:1. Return the entire original package and contents, including the PRODUCT, to the service location along with a description of the malfunction or difficulty; and2. Include a “valid proof of purchase” (sales receipt) identifying the PRODUCT purchased (PRODUCT model) and the date of purchase or receipt; and3. Provide your name, complete and correct mailing address and telephone number.7. Other limitationsUnless you purchase an Extended Warranty, this Limited Warranty is the complete and exclusive agreement between you and the manufacturer of this AT&T branded PRODUCT. It supersedes all other written or oral communications related to this PRODUCT. The Limited Warranty exclusively describes all of the manufacturer’s responsibilities regarding the PRODUCT. There are no other express warranties. No one is authorized to make modifications to this Limited Warranty and you should not rely on any such modification.State/Provincial Law Rights: This Limited Warranty gives you specific legal rights, and you may also have other rights which vary from state to state or province to province.Part 1 - Safety Information i15 (SB67025).fm Page 17 Thursday, October 11, 2012 9:57 AM

18Limitations: Implied warranties, including those of fitness for a particular purpose and merchantability (an unwritten warranty that the PRODUCT is fit for ordinary use), are limited to one year from date of purchase. Some states/provinces do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. In no event shall the manufacturer be liable for any indirect, special, incidental, consequential or similar damages (including, but not limited to lost profits or revenue, inability to use the PRODUCT or other associated equipment, the cost of substitute equipment, and claims by third parties) resulting from the use of this PRODUCT. Some states/provinces do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.Please retain your original sales receipt as proof of purchase.8. Extended WarrantyAt its sole discretion, Advanced American Telephones may offer an extended warranty program, which you may purchase for additional warranty protection.Part 1 - Safety Information i15 (SB67025).fm Page 18 Thursday, October 11, 2012 9:57 AM

Part 1 - Safety Information i15 (SB67025).fm Page 19 Thursday, October 11, 2012 9:57 AM

Navigation menu