AT&T | SB67020 | User`s guide | AT&T SB67020 User`s guide

User’s Guide
AT&T SB67020 Deskset
© 2011 Advanced American Telephones. All Rights Reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property licensed to Advanced American
Telephones, San Antonio, TX 78219. Synapse® is a registered trademark of Advanced American Telephones. Issue .0 /11
Synapse SB67020 Deskset User’s Guide
CONTENTS
Preface........................................................................................................................................................................ 8
Topic Navigation ...........................................................................................................................................................................................................................................9
Text Conventions .......................................................................................................................................................................................................................................10
SB67020 Deskset Menu Navigation................................................................................................................................................................................11
Additional Documentation ....................................................................................................................................................................................................................11
Overview .................................................................................................................................................................. 12
Synapse System Overview ....................................................................................................................................................................................................................13
SB67020 Deskset Description.............................................................................................................................................................................................................14
Modes of Operation..................................................................................................................................................................................................................................15
Call Appearance Mode...........................................................................................................................................................................................................15
Line Appearance Mode..........................................................................................................................................................................................................16
Soft Keys ........................................................................................................................................................................................................................................................17
Scroll Indicators..........................................................................................................................................................................................................................................17
Status Icons ..................................................................................................................................................................................................................................................18
Call Indicators .............................................................................................................................................................................................................................................19
Call Indicators in Call Appearance mode.....................................................................................................................................................................20
Call Indicators in Line Appearance mode ....................................................................................................................................................................21
Call Status Icons .......................................................................................................................................................................................................................22
Call Status LEDs ........................................................................................................................................................................................................................23
Programmable Feature Keys................................................................................................................................................................................................................24
Programmable Feature Key LEDs.....................................................................................................................................................................................25
Dial-Pad Entry..............................................................................................................................................................................................................................................27
Deskset Confirmation Screen ..............................................................................................................................................................................................................28
Deskset Notification Screens...............................................................................................................................................................................................................28
Using the Speakerphone........................................................................................................................................................................................................................29
Using Help Screens...................................................................................................................................................................................................................................29
2
Synapse SB67020 Deskset User’s Guide
About the Auto Attendant ....................................................................................................................................................................................................................30
Caller Options ............................................................................................................................................................................................................................30
Outgoing Calls......................................................................................................................................................... 31
Active Call Screen .....................................................................................................................................................................................................................................32
Predialing.......................................................................................................................................................................................................................................................33
Live Dialing ...................................................................................................................................................................................................................................................34
Making a Call from a List.......................................................................................................................................................................................................................35
Making an Intercom Call (Line Appearance Mode)...................................................................................................................................................................36
Incoming Calls......................................................................................................................................................... 37
Incoming Call Screen...............................................................................................................................................................................................................................38
Incoming Call Indication ........................................................................................................................................................................................................................39
Call Appearance Mode...........................................................................................................................................................................................................39
Line Appearance Mode..........................................................................................................................................................................................................39
Answering a Call ........................................................................................................................................................................................................................................40
Ignoring a Call.............................................................................................................................................................................................................................................41
To Forward All Calls .................................................................................................................................................................................................................................42
Call Screening .............................................................................................................................................................................................................................................43
Auto Answering ..........................................................................................................................................................................................................................................44
Answering Calls in the Call Queue...................................................................................................................................................................................................45
Call Management.................................................................................................................................................... 46
Call Management.......................................................................................................................................................................................................................................47
Placing a Call on Hold (Call Appearance Mode)........................................................................................................................................................................48
Placing a Call on Hold (Line Appearance Mode).......................................................................................................................................................................49
Transferring a Call Overview ...............................................................................................................................................................................................................50
Transferring a Call....................................................................................................................................................................................................................51
3
Synapse SB67020 Deskset User’s Guide
Conferencing................................................................................................................................................................................................................................................52
Hold and Cancel a Conference .........................................................................................................................................................................................53
Parking a Call ..............................................................................................................................................................................................................................................54
Retrieving a Parked Call .......................................................................................................................................................................................................55
Call Management with one Call Appearance..............................................................................................................................................................................56
Call Management Using a Headset ..................................................................................................................................................................................................57
Accessing Items in Lists ........................................................................................................................................ 58
Accessing the Call Queue List ............................................................................................................................................................................................................59
Accessing the Park List ..........................................................................................................................................................................................................................60
Accessing Voicemail.................................................................................................................................................................................................................................61
Accessing the Directory .........................................................................................................................................................................................................................63
Accessing the Call Log ...........................................................................................................................................................................................................................64
Accessing the Extension List ...............................................................................................................................................................................................................65
Accessing Quick-Dial Numbers...........................................................................................................................................................................................................66
Accessing the Redial List.......................................................................................................................................................................................................................67
Dialing a Redial Number.......................................................................................................................................................................................................68
Storing Redial Entries .............................................................................................................................................................................................................69
Deleting Redial Entries ..........................................................................................................................................................................................................70
Searching the Directory or Extension Lists Using the Dial Pad .........................................................................................................................................71
Accessing the Held Calls List (Line Appearance mode).........................................................................................................................................................72
Directory................................................................................................................................................................... 73
Using the Directory...................................................................................................................................................................................................................................74
Viewing and Calling Directory Entries.............................................................................................................................................................................................75
Creating a New Personal List Entry .................................................................................................................................................................................................77
Editing a Personal List Entry................................................................................................................................................................................................................78
Storing Directory Entries from the Call Log or Redial List ...................................................................................................................................................79
Deleting a Personal List Entry.............................................................................................................................................................................................................80
Directory Sort ..............................................................................................................................................................................................................................................81
4
Synapse SB67020 Deskset User’s Guide
Voicemail .................................................................................................................................................................. 82
Voicemail Overview ..................................................................................................................................................................................................................................83
Group Mailbox Overview........................................................................................................................................................................................................................85
Accessing Your Messages......................................................................................................................................................................................................................87
Message Playback ....................................................................................................................................................................................................................88
Calling the Messenger ...........................................................................................................................................................................................................90
Forwarding a Message ...........................................................................................................................................................................................................91
Forwarding a Voicemail Message ............................................................................................................................................................................92
Recording an Introduction to Send with a Forwarded Message..............................................................................................................94
Sending a New Message to a Distribution List...........................................................................................................................................................................95
Deleting Messages ....................................................................................................................................................................................................................................96
New Message Status Indications .......................................................................................................................................................................................................97
Accessing Your Voicemail Remotely................................................................................................................................................................................................98
Call Log...................................................................................................................................................................101
Using the Call Log.................................................................................................................................................................................................................................. 102
Managing Missed Calls......................................................................................................................................................................................................................... 103
Voicemail Messages in Call Logs................................................................................................................................................................................... 104
Storing Call Log Entries....................................................................................................................................................................................................................... 105
Deleting Call Log Entries .................................................................................................................................................................................................................... 106
Paging .....................................................................................................................................................................107
Sending a Page........................................................................................................................................................................................................................................ 108
Deskset Settings ...................................................................................................................................................109
Deskset Menu ........................................................................................................................................................................................................................................... 110
Features....................................................................................................................................................................................................................................................... 111
User Settings............................................................................................................................................................................................................................................. 113
Greetings ................................................................................................................................................................................................................................... 115
5
Synapse SB67020 Deskset User’s Guide
Voicemail Greetings..................................................................................................................................................................................................... 116
Name Recording............................................................................................................................................................................................................ 118
Call Management................................................................................................................................................................................................................... 119
Call Forward All and Call Forward–No Answer............................................................................................................................................. 120
Automatic Answering.................................................................................................................................................................................................. 122
Deskset Settings .................................................................................................................................................................................................................... 123
Display ................................................................................................................................................................................................................................ 124
Sounds................................................................................................................................................................................................................................ 125
Volume Settings............................................................................................................................................................................................................. 126
Preferred Audio Mode ................................................................................................................................................................................................ 127
Directory Settings.................................................................................................................................................................................................................. 128
Setting and Changing Your Password ........................................................................................................................................................................ 129
Changing Your Password.......................................................................................................................................................................................... 130
Admin Settings......................................................................................................................................................................................................................................... 131
Deskset Information .............................................................................................................................................................................................................................. 132
Operator Auto-Attendant Settings ................................................................................................................................................................................................ 133
Using Do Not Disturb (DND).............................................................................................................................................................................................................. 134
Web Interface........................................................................................................................................................135
Accessing the Web User Interface (WebUI) .............................................................................................................................................................................. 136
Error Handling ......................................................................................................................................................................................................................... 138
Basic Settings ........................................................................................................................................................................................................................................... 139
Extension Directory................................................................................................................................................................................................................................ 141
Quick Dial ................................................................................................................................................................................................................................................... 144
Voicemail Distribution .......................................................................................................................................................................................................................... 145
Help ............................................................................................................................................................................................................................................................... 149
Troubleshooting....................................................................................................................................................150
Common Troubleshooting Procedures ........................................................................................................................................................................................ 151
Display Messages.................................................................................................................................................................................................................................... 152
6
Synapse SB67020 Deskset User’s Guide
Calls Generally......................................................................................................................................................................................................................................... 154
Incoming Calls.......................................................................................................................................................................................................................................... 158
Outgoing Calls ......................................................................................................................................................................................................................................... 161
Voicemail..................................................................................................................................................................................................................................................... 164
Other Deskset Features....................................................................................................................................................................................................................... 167
WebUI ........................................................................................................................................................................................................................................................... 169
PC/Deskset Interaction ....................................................................................................................................................................................................................... 170
Appendixes ............................................................................................................................................................171
Appendix
Appendix
Appendix
Appendix
Appendix
A: Soft Keys .......................................................................................................................................................................................................................... 171
B: Technical Specifications ........................................................................................................................................................................................... 173
C: Maintenance ................................................................................................................................................................................................................... 174
D: Important Safety Instructions................................................................................................................................................................................ 175
E: Limited Warranty.......................................................................................................................................................................................................... 177
Glossary..................................................................................................................................................................181
7
Synapse SB67020 Deskset User’s Guide
PREFACE
This User’s Guide provides instructions for using your Synapse SB67020 Deskset telephone with software version 1.9.5 or newer.
See page 132 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 Deskset and more complete information
on feature usage.
Before using this AT&T product, please read “Appendix D: Important Safety Instructions” on page 175. Please thoroughly read
this user’s guide for all the feature operations and troubleshooting information necessary to operate your new AT&T product.
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.
The following sections provide instructions for using this guide:

“Topic Navigation” on page 9

“Text Conventions” on page 10

“SB67020 Deskset Menu Navigation” on page 11.
Some illustrations in this document contain very small text that is not intended to be read. Sometimes the image is
present just to help you find the correct screen; in others, full-size text conveys the intended information.
Preface
8
Synapse SB67020 Deskset User’s Guide
Topic Navigation
This User’s Guide allows easy navigation between topics and the ability to return to your original topic. Figure 1 illustrates the
navigation conventions within the User’s Guide.
Back to Table of Contents
Click on the page heading to move
to the Table of Contents.
Task Link
Click on this link to move to the beginning
of the instructions for this task.
Back to
Last Page
Viewed
Figure 1. User’s Guide Navigation
Preface
9
Previous
and Next
Page
Synapse SB67020 Deskset User’s Guide
Text Conventions
Table 1 lists text formats and their uses.
Table 1. Description of Text Conventions
Text Format
Description
Screen
Identifies text that appears on the screen 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.
Figure 1, Table 1
Identifies a figure or table.
“Topic Navigation” on page 9
Identifies a hyperlink to another part of this document or, if it
begins with ”www”, an Internet web site. You need Internet
access to view web sites.
Example of a Note.
Notes give more information, usually in a procedure.
Example of a Caution.
A caution means that loss of data or unintended
circumstances may result.
Preface
10
Synapse SB67020 Deskset User’s Guide
SB67020 Deskset Menu Navigation
To access items in the menus, you can either use the navigation key to scroll to the function and press SELECT or press a dialpad key. The procedures in this guide use dial-pad entry as the preferred method for selecting a function.
Additional Documentation
Downloadable 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.
Preface
11
Synapse SB67020 Deskset User’s Guide
C
HAPTER
1
OVERVIEW
The 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 Deskset and provides an overview of the Synapse
System and the external features of the Deskset.
Overview

“Synapse System Overview” on page 13

“SB67020 Deskset Description” on page 14

“Modes of Operation” on page 15.
12
Synapse SB67020 Deskset User’s Guide
Synapse System Overview
Your Deskset is part of the Synapse System. Synapse differs from conventional telephone systems in that calls are not coordinated
by a central controller. Instead, Synapse uses a distributed control system over a Local Area Network (LAN). Figure 2 illustrates
a sample system with outside telephone connections in blue and Ethernet cables in red.
Figure 2. Sample Synapse System
Overview
13
Synapse SB67020 Deskset User’s Guide
SB67020 Deskset Description
Figure 3 identifies and describes the display and key functional areas for the SB67020 Deskset.
Voicemail Indicator
Illuminates when there are new
Voicemail messages.
Liquid Crystal Display (LCD)
Provides controls and
information for using the
Deskset.
Navigation
Moves the cursor up/down/
left/right and shows additional
soft keys.
Soft Keys
Three keys that produce
different actions, depending on
the LCD labels.
Display Keys
Control menu functions shown
in the display.
Dial Pad
Handset
HEADSET
Switches audio to and from the
speakerphone and an accessory
headset (not supplied).
Volume Keys
Increase and decrease the ring
volume. During a call, increase
and decrease incoming voice
volume.
Programmable Feature Keys
Provide easy access to various
call functions.
HOLD
Allows access to other calls
and features while maintaining
call connection.
MUTE
Mutes the
microphone.
Figure 3. SB67020 Deskset Layout
Overview
14
SPEAKER
Starts or answers a call in Idle
mode. During a call, switches
audio to and from the
speakerphone.
Synapse SB67020 Deskset User’s Guide
Modes of Operation
The system administrator can configure the Synapse system to operate in one of two different modes: Call Appearance mode and
Line Appearance mode. All 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 when your Deskset is in Call Appearance mode when the Idle Screen displays New Missed 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.
.
Date and Time
Extension Name
Name assigned to this Deskset
Wed Sep 08 11:09AM
EXT 219
John Smith
3 New Missed Calls
2 New Messages
New Missed Calls
Number of new calls whose call
information has not been reviewed.
Appears in Call Appearance mode only.
Your Extension Number
Extension numbers may be
3 or 4 digits.
Message Status
Number of new, unreviewed
voice messages.
Figure 4. Idle Screen in Call Appearance mode
Call Appearance Mode
In 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 extensions (Extension 220, for example). You can access each
Call Appearance by pressing a Programmable Feature Key. By default, the top two Programmable Feature Keys on the SB67020
Deskset are Call Appearance keys.
Overview
15
Synapse SB67020 Deskset User’s Guide
Line Appearance Mode
In 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 internal (“Intercom”) calls.
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.
The Line Appearance keys are used for receiving and making calls to external numbers. To call another extension in your office,
you must use an Intercom key. By default, the Intercom key is the bottom Programmable Feature Key, but your system
administrator can configure additional Intercom keys.
Overview
16
Synapse SB67020 Deskset User’s Guide
Soft Keys
Soft keys are a set of three context-sensitive keys that provide functions based on the screen. 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 171 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 second example shows soft keys with
and
the additional keys, press the or navigation key.
that indicate the feature uses more than three soft keys. To view
Soft Keys
Change according
to the current task.
Scroll
Indicators
Figure 5. Soft Keys and Scroll Indicators
Scroll Indicators
Scroll indicators appear in the upper right-hand corner of the display, as shown in Figure 5, when more information can be seen
by pressing the
and
navigation key.
Overview
17
Synapse SB67020 Deskset User’s Guide
Status Icons
Status Icons show Deskset status in the upper right-hand corner of the display as shown in Figure 6 and as described in Table 2.
Status Icon Area
Figure 6. Sample Status Icons
Table 2. Status Icons
Icon
1, 2, 3...
FWD
Status
Icon
Message Recording
Call Forwarded
Call Appearance mode only—Indicates that a
message is being recorded.
Indicates an internal call forwarded beyond your
originally dialed number.
Indicates the number of the associated Call
Appearance or Line Appearance key.
Less than five minutes
There is less than five minutes remaining of
Voicemail storage space.
Ring Delay
ANS
Auto Answer is ON (Call Appearance mode only)
Call Forward All is ON (Call Appearance mode
only)
DND
Do Not Disturb is ON
Ringer volume set to zero
Voicemail full
The ringer is silent.
Overview
Status
18
Synapse SB67020 Deskset User’s Guide
Call Indicators
When the Deskset has an incoming, ongoing, or Held call, information about the call appears on the display. The Deskset screen
displays one call at a time. You can access each call by pressing a Call Appearance or Line Appearance key. The LEDs in these
keys reflect the call status. See “Call Status LEDs” on page 23.
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 22 for a complete description of the available icons.
Call Timer
Displays the duration of the
current call status, such as how
long the call has been held.
Call Status Icon
Call Information
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.
Transfer and Park soft keys do not
appear in Line Appearance mode.
Figure 7. Active Call Screen (Call Appearance mode shown)
Overview
19
Synapse SB67020 Deskset User’s Guide
Call Indicators in Call Appearance mode
When there are multiple calls in Call Appearance mode,
and
icons indicate the presence of other calls.
Review calls by pressing the
and
navigation key. After viewing the last call, press the navigation key again to return to
the beginning. 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 key or by pressing

return to the active call screen by pressing
(ringing is silenced) or by pressing the
and
navigation key
(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
stays with the second call. You can press:
and
. The previous active call is put on hold.
. Your conversation with the first call continues, but the screen

or the
navigation key to return to the first call screen.

to listen to the message that the second caller is leaving. The first call is put on hold.

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.

Unanswered 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.
Overview
20
Synapse SB67020 Deskset User’s Guide
Call Indicators in Line Appearance mode
In Line Appearance mode, Line Appearance key LEDs indicate the presence of other calls.
While you are on an active call and another call comes in, the incoming call screen takes over the display. You can:

answer the call by pressing the flashing green key or by pressing

return to the active call screen by pressing
. The previous active call is put on hold.
.
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 on PSTN lines 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.
Overview
21
Synapse SB67020 Deskset User’s Guide
Call Status Icons
Table 3 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 24 for a complete description.
Table 3. Call Status Icons
Icon
Status
Icon
Status
Active Call
Ringing Call and Ignored Call
Indicates that you have lifted the handset,
pressed SPEAKER or HEADSET, or you are on a
phone call.
Flashes for incoming calls.
Conference
Ring Group/Call Queue Ringing and Ignored
Ring Group/Call Queue Call
Indicates a conference call.
Call Appearance mode only—Flashes for
incoming Ring Group or Call Queue calls.
Conference On Hold
On Hold
Flashes when a conference call is on hold.
Flashes when the call is on hold.
Call Screening
Call 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.
Overview
22
Synapse SB67020 Deskset User’s Guide
Call Status LEDs
The Call Status LED flash patterns indicate call status as described in Table 4.
Table 4. Call Status LED Activity
Call Appearance Mode
Line Appearance Mode
LED Activity
Description
LED Activity
Description
Off
No Call
Off
No Call
Steady GREEN
Active Call
Steady GREEN
Active call
Fast Flash GREEN
Ringing Call
Fast Flash GREEN
Ringing call
Slow Flash ORANGE
Held Call
Slow Flash GREEN
Call held at your Deskset
Steady ORANGE
Active call at another Deskset
Flash ORANGE
Call held at another Deskset
Overview
23
Synapse SB67020 Deskset User’s Guide
Programmable Feature Keys
The SB67020 Deskset has ten Programmable Feature keys as shown in Figure 3 on page 14. In Call Appearance mode, key 1 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 144 to add Quick Dial entries.
In Line Appearance mode, key 10 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 5 lists the default functions for the Programmable Feature keys for both operation modes (non-programmable keys are
shaded in gray). Your key assignments may be different. The keys include two-color LEDs to signal the status of some functions.
Table 5. Programmable Feature Key Default Functions
Key
Call Appearance Mode
Line Appearance Mode
Function Label
For more information, see...
Function Label
For more information, see...
“Call Indicators” on page 19
Line 1
“Line Appearance Mode” on page 16
1
Call 1
2
Call 2
3
Park List
“Accessing the Park List” on page 60
Line 3
4
Page
“Sending a Page” on page 108
Line 4
5
Do Not Disturb
“Using Do Not Disturb (DND)” on
page 134
Page
“Sending a Page” on page 108
6
Call Forward All
“Call Forward All and Call Forward–No
Answer” on page 120
Redial
“Accessing the Redial List” on page 67
7
Redial
“Accessing the Redial List” on page 67
Directory
“Using the Directory” on page 74
8
Directory
“Using the Directory” on page 74
Call Log
“Using the Call Log” on page 102
9
Call Log
“Using the Call Log” on page 102
Messages
“Voicemail Overview” on page 83
Messages
“Voicemail Overview” on page 83
Intercom
“Making an Intercom Call (Line
Appearance Mode)” on page 36
10
Overview
Line 2
24
Synapse SB67020 Deskset User’s Guide
Programmable Feature Key LEDs
The Programmable Feature Key LED flash patterns indicate call and feature status as described in Table 6.
Table 6. Programmable Feature Keys LED Activity
Key
LED Activity
Description
Call 1, Call 2, Call 3,..., Call 10
Off
No call
(Call Appearance mode only)
Steady GREEN
Active call
Quickly Flashing GREEN
Ringing call
Slowly Flashing ORANGE
Held call
Line 1, Line 2, Line 3...
Off
No call
(Line Appearance mode only)
Steady GREEN
Active call
Quickly Flashing GREEN
Ringing call
Slow Flash GREEN
Call held at your Deskset
Steady ORANGE
Active call at another Deskset
Flash ORANGE
Held call at another Deskset
Park List (Call Appearance mode only)
Off
Not applicable
Page
Off
No page
Steady GREEN
Making page
Quickly Flashing GREEN
Receiving page
Off
DND off
Steady ORANGE
DND on
Off
Call Fwd All OFF
Steady ORANGE
Call Fwd All ON
Off
Not applicable
Do Not Disturb
Call Forward All (Call Appearance mode only)
Redial
Overview
25
Synapse SB67020 Deskset User’s Guide
Table 6. Programmable Feature Keys LED Activity (Continued)
Key
LED Activity
Description
Directory
Off
Not applicable
Call Log
Off
No new calls
Steady ORANGE
One or more new missed calls
Off
No new messages
Steady ORANGE
One or more new messages
Off
No calls waiting
Slowly Flashing ORANGE
One or more calls in the queue
Off
Auto Attendant off
Steady GREEN
Auto Attendant on with day menu
Steady ORANGE
Auto Attendant on with lunch menu
Slowly Flashing ORANGE
Auto Attendant on with night menu
Quick Dial
Off
Not applicable
Held Calls List (Line Appearance mode only)
Off
Not applicable
Intercom (Line Appearance mode only)
Steady GREEN
Active call
Quickly flashing GREEN
Incoming call
Slowly flashing GREEN
Held call
Off
Not applicable
Messages
Call Queue (Call Appearance mode only)
Auto Attendant (Call Appearance mode only)
Help
Overview
26
Synapse SB67020 Deskset User’s Guide
Dial-Pad Entry
Use the dialing keys to enter alphabetical characters into a text field. Digits 2, 3, 4, 5, 6, and 8 have three assigned letters, while
digits 7 and 9 have four assigned letters, as shown in Figure 8. Pressing 1 once enters a space. The keys function as follows:
1.
Pressing the dialing key once enters the upper case first letter on the key.
2.
Pressing the dialing key twice enters the upper case second letter on the key.
3.
Pressing the dialing key three times enters the upper case third letter on the key.
4.
Pressing the dialing key four times enters the number, or the upper case fourth letter for
keys 7 and 9 that require an additional press to cycle into lower case letters.
GHI
5.
Pressing the dialing key five times enters the lower case first letter on the key.
PQRS
6.
Pressing the dialing key six times enters the lower case second letter on the key.
7.
Pressing the dialing key seven times enters the lower case third letter on the key.
8.
Pressing the key further cycles through the letters again.
ABC
2
DEF
3
4
JKL
5
MNO
6
7
TUV
8
WXYZ
9
*
OPER
0
Figure 8. Dial Pad
The # and * keys have been assigned special characters, as shown in Figure 9. Repeatedly
pressing these keys cycles through each special character in the order shown.
SB67020 Deskset Special Characters
Key Press
1st
2nd
3rd
4th
5th
6th
#
#
‘
,
–
.
&
*
*
?
!
/
(
)
Figure 9. SB67020 Deskset Special Character Assignment
Overview
1
27
#
Synapse SB67020 Deskset User’s Guide
Deskset Confirmation Screen
Confirmation screens require that you confirm a choice by pressing
or
as shown in Figure 10.
Are you sure you w ant to
delete this entry?
Yes
No
Figure 10. Confirmation Screen
Deskset Notification Screens
Notification screens appear briefly to alert you that an action has been completed, provide a status update, or give a warning, as
shown in Figure 11.
Wed Sep 08 2010
11:09AM
Mailbox Busy.
John Smith
EXT 219
Figure 11. Notification Screen
Overview
28
Synapse SB67020 Deskset User’s Guide
Using the Speakerphone
When the speakerphone is active, the SPEAKER key is lit.
 To use the speakerphone:

To initiate a call, press SPEAKER. The key becomes backlit and you hear a dial tone. Begin dialing.

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 changes between the handset and the
speakerphone.
Using Help Screens
You 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.
Call Appearance mode—Press MENU, then 1, and then 0 to see a menu of help items as
shown in Figure 12.
Line Appearance mode—Press MENU, then 1, and then 8 to see a menu of help items.
Figure 12. Deskset Help
Overview
2.
Press the
and
navigation key to scroll to the desired help item.
3.
Press SELECT.
4.
Press CANCEL to return to the previous menu.
29
Synapse SB67020 Deskset User’s Guide
About the Auto Attendant
This section applies to Call Appearance mode only.
When set to Call Appearance mode, the Synapse system features an Auto Attendant that answers incoming calls and
automatically transfers them to a Synapse extension or extensions. The targets for these transfers may depend on the time of
day. The Auto Attendant’s interactive voice menu guides callers to the desired 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 and asks the caller to enter your extension or to spell your name using the dial keys.
When the Auto Attendant is disabled, all outside calls go to the system operator or to a target that the system administrator
designates, which could be a group of extensions.
Caller Options
Until callers get through to a live person, they can press 0 at any time to redirect their call to the system operator, if one has
been designated and 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, 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.
The Auto Attendant may be set up so that callers can access the Auto Attendant directory. This allows callers to use any touchtone phone's dial pad to spell your name, followed by pressing the pound (#) sign, to reach your extension.
Overview
30
Synapse SB67020 Deskset User’s Guide
C
HAPTER
2
OUTGOING CALLS
The SB67020 Deskset provides several methods for making a call. If you are in Idle mode or
have calls on hold, you can predial a phone number and then go off hook to call the number.
You can make a call at any time by choosing an off-hook method, then dialing a number. 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.
Outgoing Calls

“Active Call Screen” on page 32

“Predialing” on page 33

“Live Dialing” on page 34

“Making a Call from a List” on page 35

“Making an Intercom Call (Line Appearance Mode)” on page 36.
31
Synapse SB67020 Deskset User’s Guide
Active Call Screen
The Active Call screen, as shown in Figure 13, appears while you are on a call.
Call Timer
Called Phone Number
0:05
9-232-555-0176
Transfer
Conf
Call-Status Icon
1
Park
Figure 13. Active Call Screen
Table 7. Active Call Screen Description
Key
Description
Call Appearance mode only—
Initiates transfer of a call.
Outgoing Calls
Key
Description
Initiates a conference call.
32
Key
Description
Call Appearance mode only—
Parks a call (external calls only).
Synapse SB67020 Deskset User’s Guide
Predialing
Predial is only available when the Deskset is idle or when all calls are on hold. In Predial mode, there is no dial tone. You can
only predial one phone number at a time. To begin Predial, press a dial-pad key.
 To make a Predial call:
1.
9-232-555-0176
Store
Pause
Enter the phone number (For example: 9-232-555-0176) using the dial pad, as shown in
Figure 14.
For outside calls, dial 9 or whatever digit, if any, that must be dialed first. The hyphens
appear automatically.
Backspc
Figure 14. Predial Number
The following options are available:
2.
Outgoing Calls

Press
to store the number in your Personal list.

Press
to insert a two-second pause into the phone number.

Press
to delete the last digit entered.

Press CANCEL to cancel predial.
Lift the handset, or press SPEAKER, HEADSET, or press a Call Appearance or Line
Appearance key to go off hook and call the number.
33
Synapse SB67020 Deskset User’s Guide
Live Dialing
You can make a call by going off hook, then dialing a phone number.
 To dial a live number:
1.
1
9-232-5
ExtList
ParkList
Page
Figure 15. Entering Digits
0:05
9-232-555-0176
Transfer
Conf
1
Park
Figure 16. Active Call
2.
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.
Enter the number you want to dial.

Enter the digit 9 or whatever digit, if any, that must be dialed first to dial an outside
number, as shown in Figure 15.

Hyphens are automatically inserted except when whatever digit, if any, that must be
dialed for outside calls is followed by a 0 for an outgoing international call.
The Active Call screen appears, as shown in Figure 16 (Call Appearance mode shown).
When the active call begins, the soft keys change to a new set of options.
Outgoing Calls
34
Synapse SB67020 Deskset User’s Guide
Making a Call from a List
 To make a call from a list:
New
LastNme
Call
Figure 17. Directory
!
Transfer
Conf
1
Park
Figure 18. Active Call
Outgoing Calls
1.
Access the desired list entry. For example, in Call Appearance mode, press MENU, then 1,
and then 7. The Directory screen appears, as shown in Figure 17. See “Accessing Items
in Lists” on page 58.
2.
Press the
3.
Press
or SELECT to dial the displayed number. The Deskset dials the number and
the Active Call screen appears, as shown in Figure 18 (Call Appearance mode shown).
or
navigation key until the desired entry appears.
Phone numbers are dialed as they appear in the lists. Precede outside phone numbers
with a 9 or whatever digit, if any, that must be dialed first. When you dial from the Call
Log, any required outside calling prefix is automatically added.
35
Synapse SB67020 Deskset User’s Guide
Making an Intercom Call (Line Appearance Mode)
In Line Appearance mode, your Deskset uses an outside line any time you go off hook by lifting the handset, pressing SPEAKER,
or by some other method. To make an internal (extension-to-extension) call, you must use the Intercom Programmable Feature
Key. By default, key 10 is an Intercom key, but your system administrator can configure additional Intercom keys to give you more
Intercom lines.
 To make an intercom call:
1.
With the Deskset in Idle mode and the handset “on hook,” do one of the following:

Figure 19. Making an
Intercom Call
Instead of dialing after lifting the handset, you can press the
soft key, highlight
the desired extension number, then press SELECT to dial the number.

Figure 20. Active Intercom
Call
Outgoing Calls
Press the INTERCOM key, lift the handset (the screen shown in Figure 19 appears)
then dial the extension number.
Dial the extension number, then press the INTERCOM key.
The Deskset dials the extension in Speakerphone mode. To continue the call using the
handset, pick up the handset.
When your Intercom call is answered, the Active Call screen appears, as shown in Figure 20.
36
Synapse SB67020 Deskset User’s Guide
C
HAPTER
3
INCOMING CALLS
When a call comes in, the Deskset rings and the incoming call information appears as shown
at left. 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.
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 Calls

“Incoming Call Screen” on page 38

“Incoming Call Indication” on page 39

“Answering a Call” on page 40

“Ignoring a Call” on page 41

“To Forward All Calls” on page 42

“Call Screening” on page 43

“Auto Answering” on page 44.
37
Synapse SB67020 Deskset User’s Guide
Incoming Call Screen
The Incoming Call and Active Call screens are shown in Figure 21.
Press Answer
Active Call
Incoming Call
Figure 21. Incoming Call and Active Call
.
Table 8. Incoming Call Screen Soft Keys
Key
Description
Answers incoming call.
Key
Description
Key
Silences ringer during
incoming call.
Description
Call Appearance mode only—
Forwards incoming call to Voicemail.
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 appear. If the caller chooses not to send the information,
PRIVATE NAME and PRIVATE NUMBER appear.
Incoming Calls
38
Synapse SB67020 Deskset User’s Guide
Incoming Call Indication
When there is an incoming call, the Deskset rings. See “Sounds” on page 125.
Do Not Disturb and Ring Delay both affect the onset of ringing. See “Using Do Not
Disturb (DND)” on page 134 and “Sounds” on page 125.
If you are on an active call or live dialing, the new call information is displayed.
Call Appearance Mode
When there are no active or held calls, an Incoming Call screen appears, as shown in Figure 22,
or, if it is a Ring Group call, as shown in Figure 23.
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.
When there are existing calls or held calls, the new calls are assigned to Call Appearance keys
while the oldest call remains on the screen, as shown in Figure 24. To switch to one of the
other calls:
or
1
Fw dVM
Figure 22. Incoming Call
with No Other Calls
RG: Sales
Graham Bell
232-555-0176
Answ er
Ignore
1
Figure 23. Incoming Ring
Group Call with No Other
Calls
Graham Bell
232-555-0176
Answ er
Ignore
1
Fw dVM
Figure 24. Incoming Call
with Other Calls

Press the

Press the associated Call Appearance Programmable Feature Key.
navigation key and then SELECT.
Line Appearance Mode
When there are no active or held calls, an Incoming Call screen appears as shown in Figure 22
(the
soft key does not appear).
If someone at another Deskset answers the call, your Deskset returns to Idle mode.
Incoming Calls
Graham Bell
232-555-0176
Answ er
Ignore
39
Synapse SB67020 Deskset User’s Guide
Answering a Call
 To answer a call:
To answer an incoming call, as shown in Figure 25, do one of the following:
Graham Bell
232-555-0176
Answ er
Ignore
1
Fw dVM
Figure 25. Incoming Call
Graham Bell
232-555-0176
Answ er
1
Fw dVM

Lift the handset.

Press
to answer using the Preferred Audio method. See “Preferred Audio
Mode” on page 127.

Press SPEAKER to use the speakerphone.

Press HEADSET to use a headset connected to the Headset jack. See “Call
Management Using a Headset” on page 57.

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
. See Figure 26.
Figure 26. Ignored Call
0:05
Graham Bell
232-555-0176
Transfer
Conf
1
Park
Figure 27. Active Call
The active call screen appears, as shown in Figure 27 (Call Appearance mode shown).
If 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.
Call Appearance mode only—If Auto Answer is enabled, the call is automatically
answered after the set time delay. See “Auto Answering” on page 44.
Once you answer a call:
Incoming Calls

Previous active calls are automatically placed on hold.

If you were predialing, that call is canceled.
40
Synapse SB67020 Deskset User’s Guide
Ignoring a Call
You 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:

The
key is no longer available on the incoming call screen.

The Call Appearance or Line Appearance LED continues to flash.

You can press the flashing Call Appearance key or Line Appearance key to answer the incoming call.

In 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.
Incoming Calls
41
Synapse SB67020 Deskset User’s Guide
To Forward All Calls
This feature applies to Call Appearance mode only.
You can forward all calls to the destination that you specified in the User Settings. See “Call Forward All and Call Forward–No
Answer” on page 120.
 To forward all calls:
"$
%&
'
!() +"
-RKQ6PLWK(;7
1HZ 0LVVHG&DOOV
1HZ 0HVVDJHV
Figure 28. All Calls
Forwarded
Incoming Calls
Press MENU, then 1, and then 6.

The Call Forward icon (FWD) appears, as shown in Figure 28.

Press MENU, then 1, and then 6 again to cancel forwarding all calls.
42
Synapse SB67020 Deskset User’s Guide
Call Screening
This feature applies to Call Appearance mode only.
When an incoming call goes to Voicemail, the Message icon (
) appears to indicate 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:
Graham Bell
232-555-0176
Answ er
Clear
Listen
Figure 29. Caller Leaving a
Message
Graham Bell
232-555-0176
Answ er
Clear

Press

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.
1
to listen to a message that is being recorded, as shown in Figure 29. The
soft key changes to
as shown in Figure 30.
1
Stop
Figure 30. Call Screening
Incoming Calls
43
Synapse SB67020 Deskset User’s Guide
Auto Answering
This feature applies to Call Appearance mode only.
You can set your Deskset to answer calls automatically, without your having to touch the phone to answer. When you enable
Auto Answer, ANS appears at the top of the Deskset screen as shown in Figure 31 unless DND and FWD are active, since Auto
Answer is disabled when they are on.
 To respond to an Auto Answered call:
ANS
Wed Sep 08 11:09AM
John Smith
EXT 219
3 New Missed Calls
2 New Messages
Figure 31. Idle Screen with
Auto Answer Indicator
0:05
AA
1
Graham
Bell
Call
Answ ered.
9-800-216-2007
Speak after the tone.
Transfer
Conf
Park
Figure 32. Call Auto
Answered
In Idle mode, all incoming calls ring for the amount of time specified in the Auto Answer Delay.
See “Automatic Answering” on page 122. After the last ring, a two-second notification screen
appears, as shown in Figure 32, and you hear a warning tone. (The caller does not hear the
tone.)
Talk after the tone.
If the Auto Answer Delay is set to zero, you hear no ring. Instead, the Call Answered
screen appears and you hear the warning tone.
If you do not want the Deskset to automatically answer the call, you can press CANCEL to
send the call to the Call Forward–No Answer target. See “Call Forward All and Call Forward–
No Answer” on page 120.
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.
Ring Groups are not automatically answered.
Incoming Calls
44
Synapse SB67020 Deskset User’s Guide
Answering Calls in the Call Queue
This feature applies to Call Appearance mode only.
Your system administrator may have set up your Deskset as a Call Queue Agent. Incoming calls are directed to your Deskset and
all other assigned Call Queue Agents.
 To answer a call in the Call Queue:
Queued Calls: 2
Graham Bell
Charlie Johnson
Retrieve
Details
3:32
1:04
Figure 33. Queued Calls List
When your Deskset is idle, incoming Call Queue calls ring at your extension and at all other
idle Call Queue extensions. You can answer these calls as described in “Answering a Call”
on page 40.
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 120) do not
apply to calls that are directed to Call Queue extensions.
When 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.
To view the Queued Calls list, press MENU, 1, then 1 as shown in Figure 33. Use the
navigation keys to highlight a call, and press
or SELECT to answer it.
and
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.
Incoming Calls
45
Synapse SB67020 Deskset User’s Guide
C
HAPTER
4
CALL MANAGEMENT
This chapter describes the call management features of the SB67020 Deskset. The Deskset
enables you to put calls on hold, transfer calls, park calls, and create conference calls.
Deskset 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

“Call Management” on page 47

“Placing a Call on Hold (Call Appearance Mode)” on page 48

“Placing a Call on Hold (Line Appearance Mode)” on page 49

“Transferring a Call Overview” on page 50

“Conferencing” on page 52

“Parking a Call” on page 54

“Call Management with one Call Appearance” on page 56

“Call Management Using a Headset” on page 57.
46
Synapse SB67020 Deskset User’s Guide
Call Management
Call Management begins with the Active Call screen shown in Figure 34. The Call Status icons are described in “Call Status Icons”
on page 22.
Figure 34. Active Call Screen
Table 9. Active Call Screen Description
Key
Description
Call Appearance mode only—
Begins transfer of a call.
Call Management
Key
Description
Begins a conference call.
47
Key
Description
Call Appearance mode only—
Parks a call.
Synapse SB67020 Deskset User’s Guide
Placing a Call on Hold (Call Appearance Mode)
 To hold calls and manage held calls:
0:05
Graham Bell
232-555-0176
Transfer
Conf
1.
1
Park
Figure 35. Active Call
0:27
Graham Bell
232-555-0176
Transfer
Conf
1
Park
Figure 36. Call Held
2.
When you are on an active call, as shown in Figure 35, press HOLD.

The Held Call Appearance icon
appears, as shown in Figure 36.

If a call has been on hold for longer than 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:

to start transferring the call

to start a conference call

to park the call.
To take the call off hold, you must display the call on screen and then press SELECT, or
press the associated Call Appearance key.
Lifting 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
48
Synapse SB67020 Deskset User’s Guide
Placing a Call on Hold (Line Appearance Mode)
In Line Appearance mode, all Desksets that share assigned lines can view held calls and take calls off hold.
 To hold calls and manage held calls:
1.
Figure 37. Active Call
Figure 38. Call Held
2.
Call Management
When you are on an active call, as shown in Figure 37, press HOLD.

The Held Call icon
flashes green.
appears, as shown in Figure 38 and the Line Appearance LED

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 (Line
Appearance mode)” on page 72.

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.

When a call is on hold, you can also press
“Conferencing” on page 52.
to start a conference call. See
To take the call off hold, press the flashing Line Appearance key for that call.
49
Synapse SB67020 Deskset User’s Guide
Transferring a Call Overview
This section applies to Call Appearance mode only. To make calls available to other Desksets when your system is in
Line Appearance mode, put a call on hold. Someone at another Deskset can retrieve the call if that line has been assigned
to their Deskset as described in “Placing a Call on Hold (Line Appearance Mode)” on page 49. To view and access held
calls on all lines, see “Accessing the Held Calls List (Line Appearance mode)” on page 72.
You can transfer an active or a held call.
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 internal extension or an outside number. You can transfer a call to an outside number only if your
system administrator has enabled this feature.
Call Management
50
Synapse SB67020 Deskset User’s Guide
Transferring a Call
 To transfer a call to an extension, phone number, or Group Mailbox:
0:05
Graham Bell
232-555-0176
Transfer
Conf
1.
1
Press
from the Active Call screen, as shown in Figure 39. The call is automatically
put on hold and the Transfer Setup screen appears, as shown in Figure 40. Do one of the
following:
Park

Figure 39. Active Call
0:05
Aw aiting Transfer...
232-555-0176
([W/LVW
3DUN/LVW
0%/LVW
Press a soft key to access a list, then press the
or
navigation key to display an
extension, parked call, phone number, or Group Mailbox, and then press SELECT.
OR
Press a Call Appearance key and dial an extension or outside phone number, as shown
in Figure 41.
Figure 40. Transfer Setup
OR
232-555-01
Ext List
Park List
2
Press the
or
navigation key to select a held call and press the Call Appearance
key to take the call off hold.
Page
Figure 41. Entering the
Transfer Number
0:08
202
The transfer is now pending. You can speak to the person to whom you are transferring
the call and announce the transfer, as shown in Figure 42. You can cancel the Awaiting
Transfer... screen on the first call by pressing CANCEL. The call remains on hold.
2
Transfer
Figure 42. Transfer Pending
2.
To complete the transfer, press
. A Call
Transferred screen, as shown in Figure 43, appears for
two seconds. When the transfer is complete, the screen
returns to Idle mode.
Call Transferred.
Figure 43. Transfer
Complete
Call Management
51
Synapse SB67020 Deskset User’s Guide
Conferencing
You can set up a conference call with yourself and two telephone numbers (either internal, outside, or with both). The figures
below show Call Appearance mode, but the procedure is the same in Line Appearance mode.
 To conference:
0:05
Graham Bell
232-555-0176
Transfer
Conf
1.
1
Park
2.
3.
9-1-732-555-73
2
Figure 46. Entering the
Second Phone Number
0:03
9-1-732-555-7318
Establish a second call. You can dial the second call normally, as shown in Figure 46, 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 58.
Once the second call has been established, the screen shown in Figure 47 appears.
1
Figure 45. Conference
Setup
from an Active Call screen, as shown in Figure 44.
The active call is automatically placed on hold and the screen in Figure 45 appears.
Figure 44. Active Call
0:05
Waiting to Join...
232-555-0176
Extlist
ParkList
Press
To join the calls, press
.
The selected parties are now in conference, as shown in Figure 48.
Your extension is in conference with the other two phone
numbers. If you hang up while on the conference, the
conference ends. If you make or take another call, the
conference continues without you. You can rejoin by
pressing a corresponding Call Appearance or Line
Appearance key.
2
Join
Figure 47. Second Call
Established
Call Management
52
0:15
9-1-732-555-7318
Drop
2
EndConf
Figure 48. Conference
Complete
Synapse SB67020 Deskset User’s Guide
Hold and Cancel a Conference
The figures below show Call Appearance mode, but the procedure is the same in Line Appearance mode.
 To put a conference on hold:
0:15
9-1-732-555-7318
2
When you are participating in a conference call, you can put both calls on hold by pressing
HOLD. The other callers can continue communicating with each other. The held conference
icon, as shown in Figure 49, designates a held conference.
Figure 49. Held Conference
is unavailable during an active call if you have another conference on hold.
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.
Press a Call Appearance or Line Appearance key to take the conference call off hold.
 To cancel a conference:
0:15
9-1-732-555-7318
Drop
From the Conference screen shown in Figure 50, you can press:
2

to end the conference. Both calls hang up and the system returns to whatever
Call Appearance or Line Appearance you were on before the conference call.

The
or
navigation key (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.
EndConf
Figure 50. Conference
Call Management
53
Synapse SB67020 Deskset User’s Guide
Parking a Call
This feature applies to Call Appearance mode only.
You can park either active or held outside calls. Parking a call is similar to putting a call on Hold, but any extension on the system
can retrieve a parked call. See “Retrieving a Parked Call” on page 55.
 To park a call:
0:05
Graham Bell
232-555-0176
Transfer
Conf
1
Park
Figure 51. Select Call
From an active or held outside call, as shown in Figure 51, press the
to display the active or held outside call you want to park, then press
Pick up a parked call within three minutes or the Deskset rings and the parked call appears,
as shown in Figure 53. To answer a call that is ringing back, press
.
Figure 52. Call Parked
1
Ignore
Figure 53. Parked Call
Ringback
Call Management
navigation key
.
The screen shown in Figure 52 appears for five seconds, then the Idle screen appears.
Call parked on
Extension 101.
[PARKED CALL]
Graham Bell
232-555-0176
Answ er Fw dVM
or
54
Synapse SB67020 Deskset User’s Guide
Retrieving a Parked Call
You can retrieve parked calls from any extension in the system.
 To retrieve a parked call:
If you know the extension number of the parked call, dial it. You will retrieve the parked call.
,
-.
Retrieve
OR
Figure 54. Park List
0:34
Graham Bell
232-555-0176
Transfer
Conf
1
Park
Figure 55. Call Retrieved
1.
Press MENU, then 1, and then 2 to display the Park List screen, as shown in Figure 54.
2.
Press the
or
3.
Press
Figure 55.
to retrieve the parked call. The Active Call screen appears, as shown in
navigation key to display the desired entry.
OR
Press CANCEL to return to the Idle screen.
Call Management
55
Synapse SB67020 Deskset User’s Guide
Call Management with one Call Appearance
This section applies to Call Appearance mode only.
If your system administrator has configured your Deskset with one Call Appearance key, some features are restricted. These
restrictions also apply when the Deskset has more than one Call Appearance key, and all Call Appearances are occupied.

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 sole Call Appearance is occupied, you cannot dial or predial.

When the sole 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 use the conference feature, a
screen such as the one shown in Figure 56 appears.
Call Management
56
Call capacity reached.
Figure 56. Call Capacity
Reached
Synapse SB67020 Deskset User’s Guide
Call Management Using a Headset
You can use a corded or cordless headset with the SB67020 Deskset if it is plugged into the jack on the bottom of the Deskset.
The cordless headset must provide its own wireless radio.
 To use a Headset:

From Idle mode or during a call, press HEADSET, as
shown in Figure 57.
If you have a headset connected to the jack on the
bottom of the Deskset and turned on, then that
headset becomes active.

To return audio to the Deskset (speakerphone or
handset), press HEADSET.
You cannot use the Deskset HEADSET key to control
the audio of headsets.
Figure 57. Headset
Call Management
57
Synapse SB67020 Deskset User’s Guide
C
HAPTER
5
ACCESSING ITEMS IN LISTS
The Deskset has lists of phone numbers that are used for making calls and for call
management. Some of the lists, like Voicemail, have other features associated with them that
are explained elsewhere in this guide. 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:
Accessing Items in Lists

Call Queue — See “Accessing the Call Queue List” on page 59

Park List — See “Accessing the Park List” on page 60

Voicemail List — See “Accessing Voicemail” on page 61

Directory List — See “Accessing the Directory” on page 63

Call Log — See “Accessing the Call Log” on page 64

Extension List — See “Accessing the Extension List” on page 65

Quick Dial — See “Accessing Quick-Dial Numbers” on page 66

Redial List — See “Dialing a Redial Number” on page 68

Held Calls List – See “Accessing the Held Calls List (Line Appearance mode)” on
page 72.
58
Synapse SB67020 Deskset User’s Guide
Accessing the Call Queue List
This feature applies to Call Appearance mode only.
The system administrator can 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 by accessing the Queued Calls list.
 To access an entry from the Queued Calls list:
Press MENU, then 1, and then 1 to display the Queued Calls screen shown in Figure 58.
Queued Calls: 2
Graham Bell
Charlie Johnson
Retrieve
Details
3:32
1:04
Figure 58. Call Queue
!
+
/
!
Retrieve
Figure 59. Call Queue
Details
3:42
Graham Bell
232-555-0176
Transfer
Conf

The oldest queued call is at the top of the list.

Press the

Press
to view the caller’s phone number, as shown in Figure 59. Press CANCEL
to return to the Queued Calls screen without answering the call.

Press

Press CANCEL to avoid answering the call. You return to the Idle screen without
answering the call.
or
Navigation key to highlight the desired entry.
or SELECT to retrieve (answer) the queued call, as shown in Figure 60.
1
Park
Figure 60. Retrieved Call
Accessing Items in Lists
59
Synapse SB67020 Deskset User’s Guide
Accessing the Park List
This feature applies to Call Appearance mode only.
Use the Park List screen to access parked calls from any extension.
 To access an entry in the Park List:
Press MENU, then 1, and then 2 to access the Park List screen shown in Figure 61.
,
-.
Retrieve
Figure 61. Park List
1:23
Graham Bell
232-555-0176
Transfer
Conf

Press the
or
navigation key until the desired entry is on the screen.

Press

Press CANCEL to return to the Idle screen.
or SELECT to retrieve (answer) the parked call, as shown in Figure 62.
1
Park
Figure 62. Retrieved Call
Accessing Items in Lists
60
Synapse SB67020 Deskset User’s Guide
Accessing Voicemail
For more information about Voicemail, see “Voicemail” on page 82.
 To access an entry from Voicemail:
Messages
1/10
!
Graham Bell
Jul 19
232-555-0176
1:18p
Play
DelMsg Callback
Figure 63. Voicemail
Messages
Do you w ish to leave a new
m essage or listen to your
m essages?
Lv Msg
Listen
Figure 64. Leave New or
Listen Choice
1.
Call Appearance mode: Press MENU, then 1, and then 4 to access the Messages screen.
Line Appearance mode: Press MENU, then 1, and then 3 to access the Messages screen.
If necessary, use the dial pad to enter your user password and press SELECT.
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 or go to another
feature, you will need to enter your password to access the Message list.
The screen that appears depends on your system configuration.
If you do not have Voicemail Distribution enabled or access to a Group Mailbox, Voicemail
messages appear showing new and old messages, as shown in Figure 63.
If you have enabled Voicemail Distribution (see “Voicemail Distribution” on page 145), the
Leave New or Listen screen appears, as shown in Figure 64.
Accessing Items in Lists

Press
to create a message to send to a Voicemail Distribution List. See
“Forwarding a Voicemail Message” on page 92.

Press
to view the Mailbox List (if you have Group Mailboxes), as shown in
Figure 65 on page 62 or Voicemail messages, as shown in Figure 63.
61
Synapse SB67020 Deskset User’s Guide
 To access an entry from Voicemail: (Continued)
Messages
Personal
Sales
Custom er Supp...
If your system administrator has assigned a Group Mailbox to you, a list of your Personal
Mailbox and the Mailbox List appears, as shown in Figure 65.
1 New
0 New
10 New
Figure 65. Mailbox List
2.
a.
If necessary, press the
b.
Press SELECT. The Messages screen shown in Figure 63 on page 61 appears.
Press the
or
or
navigation key to highlight the desired Mailbox.
navigation key until you see the desired Messages entry.
See “Voicemail” on page 82 for more information about Group Mailboxes.
3.
Accessing Items in Lists
Press CANCEL to exit the Voicemail list.
62
Synapse SB67020 Deskset User’s Guide
Accessing the Directory
By default, the Directory screen displays the combination of all three Directory lists—Personal, System, and Extension. You can
choose to view any combination of the lists. See “Viewing and Calling Directory Entries” on page 75.
 To access a Directory entry:
New
LastNme
Call
Figure 66. Directory
Call Appearance mode: Press MENU, then 1, and then 7 to access the Directory screen
shown in Figure 66.
Line Appearance mode: Press MENU, then 1, and then 5 to access the Directory screen.

Press the
or
navigation key until the desired entry is on the screen.

Press CANCEL to exit the Directory list.
More information about creating and using directories appears in “Using the Directory”
on page 74.
Accessing Items in Lists
63
Synapse SB67020 Deskset User’s Guide
Accessing the Call Log
For more information about the Call Log, see “Call Log” on page 101.
 To access the Call Log list:
11:15a Oct 20
1/35
!
Graham Bell
232-555-0176
[NEW]
PlayMsg Delete
Callback
Figure 67. Call Log
Accessing Items in Lists
Call Appearance mode: Press MENU, then 1, and then 8 to access the Call Log screen shown
in Figure 67.
Line Appearance mode: Press MENU, then 1, and then 6 to access the Call Log screen.

Press the
or
navigation key until the desired entry is on the screen.

Press CANCEL to exit the Call Log list.
64
Synapse SB67020 Deskset User’s Guide
Accessing the Extension List
You can access the Extension List as part of the Directory when the phone is idle. See “Accessing 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.
1
ExtList
ParkList
Line Appearance mode: Press the Intercom key to go off hook.
Page
Figure 68. Dialing
:;.;
-.
)
" .
<$
=
(;>
);
Figure 69. Extension List
Accessing Items in Lists
Call Appearance mode: Lift the receiver or press Speaker to go off hook and display the
Dialing screen, as shown in Figure 68.
2.
Press
to access the Extension List screen shown in Figure 69.

Press the
or
navigation key until you highlight the desired entry.

Press SELECT to dial the selected extension.

Press CANCEL to exit the Extension List screen.
65
Synapse SB67020 Deskset User’s Guide
Accessing Quick-Dial Numbers
If configured by the system administrator, you have one or more Quick-Dial buttons among the Programmable Feature Keys
shown in Figure 70 (Call Appearance mode shown).
 To access and dial Quick-Dial numbers:
If the system administrator has set some of your Programmable Feature Keys as Quick-Dial
buttons, press a Quick-Dial button to dial the number associated with that button. The call
appears, as shown in Figure 71 (Call Appearance mode shown).
The Quick-Dial entries are not associated with the Directory.
You can add and edit Quick-Dial entries from the WebUI. See “Quick Dial” on page 144.
Figure 70. Programmable
Feature Keys
0:05
ABC Accountants
9-1-604-555-0182
Transfer
Conf
1
Park
Figure 71. Quick-Dial Entry
Dialed
Accessing Items in Lists
66
Synapse SB67020 Deskset User’s Guide
Accessing the Redial List
The last 20 phone numbers that you dialed are recorded in the Redial list, as shown in Figure 72.
$
9-232-555-0176
11:15a Oct 20
Store
Delete
Number, time and date
Callback
Figure 72. Redial List
Table 10. Redial List Function
Key
Description
Stores the caller’s number in
the Personal list. You can
also enter the caller’s name.
Key
Description
Deletes the entry.
Deletes all entries.
Accessing Items in Lists
67
Key
Description
Allows you to dial the number
or store the caller’s number in
the Personal list.
Synapse SB67020 Deskset User’s Guide
Dialing a Redial Number
 To dial a Redial number:
$
9-232-555-0176
11:15a Oct 20
Store
Delete
Call Appearance mode—Press MENU, then 1, and then 9 to access the Redial list, as shown
in Figure 73.
Callback
Figure 73. Redial List
=
,
Call
Store
Figure 74. Redial Callback
Accessing Items in Lists
Line Appearance mode—Press MENU, then 1, and then 7 to access the Redial list.

Press the
or
navigation key until you see the desired entry.

Press SELECT to dial the number, or press
caller’s number, as shown in Figure 74.

Press CANCEL to exit the Redial list.
68
to call the number or store the
Synapse SB67020 Deskset User’s Guide
Storing Redial Entries
 To store a Redial entry into your Personal list:
$
9-232-555-0176
11:15a Oct 20
Store
Delete
1.
Line Appearance mode—Press MENU, then 1, and then 7 to access the Redial list.
Callback
Figure 75. Redial List
Call Appearance mode—Press MENU, then 1, and then 9 to access the Redial list, as
shown in Figure 75.
2.
Press the
or
3.
Press
. The screen shown in Figure 76 appears.
Figure 76. Personal Entry
4.
navigation key until you see the desired entry.

The Deskset automatically fills in the number.

If necessary, enter the caller’s first name and last name. Press the
to move the cursor to the Last Name and Phone # entries.
Press
to save the entry.
The system does not check for duplicate entries.
Accessing Items in Lists
69
navigation key
Synapse SB67020 Deskset User’s Guide
Deleting Redial Entries
You 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:
$
9-232-555-0176
11:15a Oct 20
Store
Delete
1.
Line Appearance mode—Press MENU, then 1, and then 7 to access the Redial list.
Callback
Figure 77. Redial List 1
Call Appearance mode—Press MENU, then 1, and then 9 to access the Redial list, as
shown in Figure 77.
2.
Press the
or
navigation key until you see the desired entry.
3.
Press
. The next entry in the list is displayed.
4.
Press CANCEL to exit the Redial list.
 To delete all Redial entries:
1.
$
!
/
DelAll
Line Appearance mode—Press MENU, then 1, and then 7 to access the Redial list.
Figure 78. Redial List 2
Are you sure you w ant to
delete all entries?
Yes
Call Appearance mode—Press MENU, then 1, and then 9 to access the Redial list, as
shown in Figure 77.
No
Figure 79. Delete All
Accessing Items in Lists
2.
Press the
or
navigation Keys to display the
3.
Press
. A confirmation screen appears, as shown in Figure 79.
4.
Press
to confirm deletion.
5.
Press CANCEL to exit the Redial list.
70
soft key, as shown in Figure 78.
Synapse SB67020 Deskset User’s Guide
Searching the Directory or Extension Lists Using the Dial Pad
Use the dial pad to get to the first entry that starts with any letter.
 To search for a list entry:
New
LastNme
Call
Figure 80. Directory List
$
%;>
1HZ
/DVW1PH
&DOO
1.
Select a list to search, such as the Directory, as shown in Figure 80.
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 27 for information on entering other individual letters.
This searching function uses only the uppercase letters.
Figure 81. Search Result
Accessing Items in Lists

When an exact match is found, that entry appears, as shown in Figure 81.

If you enter a letter and the Deskset cannot find an exact match, the Deskset displays
the entry with the next closest alphabetical match.
71
Synapse SB67020 Deskset User’s Guide
Accessing the Held Calls List (Line Appearance mode)
When you or anyone else in your office puts an external call on hold, the call is displayed in the Held Calls List. From the Held
Calls List, you can view and retrieve any held call in the system.
Your Deskset Line Appearance LEDs also show which lines have held calls on them, but only for the lines assigned to your Deskset.
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 at your Deskset, you can access calls being held on lines 1 to 8.
 To view and retrieve calls from the Held Calls List:
1.
Press MENU, then 1, then 1.
The Calls on Hold screen appears, as shown in Figure 82.
Figure 82. Held Calls List
2.
Press the
or
navigation key 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 place 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.
Accessing Items in Lists
72
Synapse SB67020 Deskset User’s Guide
C
HAPTER
6
DIRECTORY
The Synapse system provides three Directory lists. By default, the system displays entries
from all three lists. See “To view and call the Directory entries:” on page 75 to learn how you
can limit this display to one of the three lists.
New
LastNme
Call
Directory

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 sort and view this directory of up to 100 entries, 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.

“Using the Directory” on page 74

“Viewing and Calling Directory Entries” on page 75

“Creating a New Personal List Entry” on page 77

“Editing a Personal List Entry” on page 78

“Storing Directory Entries from the Call Log or Redial List” on page 79

“Directory Sort” on page 81.
73
Synapse SB67020 Deskset User’s Guide
Using the Directory
Access the Directory by pressing MENU, then 1, and then 7 (Call Appearance mode) or MENU, then 1, and then 5 (Line Appearance
mode) to display the screen shown in Figure 83. By default, the Deskset shows the contents of all three lists — Personal, System,
and Extension — but you can limit the display to one list. Press SELECT or
to dial the displayed phone number.
Full name and
number displayed.
New
LastNme
Call
Entry classification
(Personal, System, or
Extension).
Figure 83. Directory
Table 11. Directory Screen Description
Key
Directory
Description
Key
Description
Key
Description
Creates 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.
74
Synapse SB67020 Deskset User’s Guide
Viewing and Calling Directory Entries
You can view all Directory entries in one list, or you can view just the Personal list, System list, or Extension list. 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 the Directory entries:
New
LastNme
Call
Call Appearance mode—Press MENU, then 1, and then 7 to display the Directory screen
shown in Figure 84.
Line Appearance mode—Press MENU, then 1, and then 5 to display the Directory screen.
Figure 84. Directory
If the list is currently sorted by first name,
list is temporarily sorted by last name.
If the Directory is empty, only
If the entry is Personal,
Directory
or
appears. If you press
appears.
and
and
appear.
appears.

Press the
navigation key to show the previous or next entry.

Press SELECT to dial the displayed phone number.
75
, the
Synapse SB67020 Deskset User’s Guide
 To view and call the Directory entries: (Continued)
Directory
Graham Bell
9-232-555-0176
Edit
Settings

<PER>
Delete
Press the
Figure 86. Directory
Settings 1
navigation key to display
Press
to display the Directory Settings screen, as shown in Figure 86.

Press the
or
navigation key to highlight the desired list, and press the or
navigation key to select Show or Hide. Show all lists by setting all three to
Show.
OR

Press the
Press the

or
or
navigation key to highlight Sort Order, as shown in Figure 87.
navigation key to select the default sort order.
Changes are saved immediately. Press CANCEL to return to the Directory screen.
%;>.
%. !
@%A B
:C
-.!
@%A B %
/$!
+D Figure 87. Directory
Settings 2
Directory
, as shown in Figure 85.

Figure 85. Directory with
Settings Soft Key
%;>.
.;!
?$
%. !
@%A B
:C
-.!
@%A B
or
76
Synapse SB67020 Deskset User’s Guide
Creating a New Personal List Entry
You can add up to 50 personal entries to the Directory. These personal entries are only visible at your extension.
 To create a new Personal list entry:
New
LastNme
Call
Figure 88. Directory
First Nam e:
Last Nam e:
Phone #:
Save
1.
Line Appearance mode—Press MENU, then 1, and then 5 to display the Directory.
2.
Press
to display the Personal Entry screen with the cursor positioned in the
First Name field, as shown in Figure 89.
3.
Edit the First Name, Last Name, and Phone # fields using the dial pad. 
See “Dial-Pad Entry” on page 27. 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:
Backspc
Figure 89. Personal Entry
5.
Directory
Call Appearance mode—Press MENU, then 1, and then 7 to display the Directory, as
shown in Figure 88.

Press the

Press the

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 outside phone numbers, enter a 9 or whatever digit, if any, that must be dialed
first to indicate this is an outside call.
Press
or
or
navigation key to move the cursor.
navigation key to move to the previous or next field.
. The Directory shown in Figure 88 appears.
77
Synapse SB67020 Deskset User’s Guide
Editing a Personal List Entry
You can edit any Personal list entry while viewing the Directory.
 To edit a Personal list entry:
New
LastNme
Call
1.
Call Appearance mode—Press MENU, then 1, and then 7 to display the Directory, as
shown in Figure 90.
Line Appearance mode—Press MENU, then 1, and then 5 to display the Directory.
Figure 90. Personal List
2.
Press the
First Nam e: Graham
Last Nam e: Bell
Phone #: 9-232-555-0176
Save
Backspc
3.
Press
navigation key to display a Personal entry.
or
to display the Personal Entry edit screen, as shown in Figure 91.
The
key is not available when a System or Extension entry appears in the
Directory list.
Figure 91. Personal Entry
First Nam e: Graham
Last Nam e: Bell
Phone #: 9-232-555-0
Save
Pause
Backspc
Figure 92. Edit Personal
Entry
4.
Edit the First Name, Last Name, and Phone # fields using the dial pad, as shown in
Figure 92. See “Dial-Pad Entry” on page 27. 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:
6.
Directory

Press the

Press the

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 outside phone numbers, enter a 9 or whatever digit, if any, that must be dialed
first to indicate this is an outside call.
Press
or
or
navigation key to move the cursor.
navigation key to move to the previous or next field.
. The Directory shown in Figure 90 appears.
78
Synapse SB67020 Deskset User’s Guide
Storing Directory Entries from the Call Log or Redial List
 To store a Call Log or Redial entry into your Personal list:
11:15a Oct 20
1/35
!
Graham Bell
232-555-0176
[NEW]
PlayMsg Delete
Callback
Figure 93. Redial List
1.
In the Call Log or Redial list press the
or
entry. The Call Log list is shown in Figure 93.
2.
If necessary, press the
3.
Press
appears.
or
navigation key to highlight the desired
navigation key to see the
soft key.
to store the entry in your Personal list. The screen shown in Figure 94
The Deskset automatically fills in the name and number, if available.
Figure 94. Personal Entry
4.

If necessary, edit the name and number. Press the
cursor to the Last Name 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 outside phone numbers, enter a 9 or whatever digit, if any, that must be dialed
first to indicate this is an outside call.
Press
to save the entry.
The system does not check for duplicate entries.
Directory
79
navigation key to move the
Synapse SB67020 Deskset User’s Guide
Deleting a Personal List Entry
You can delete any one of your personal list entries while viewing the Directory.
 To delete a Personal list entry:
New
LastNme
Call
1.
Call Appearance mode—Press MENU, then 1, and then 7 to display the Directory, as
shown in Figure 95.
Line Appearance mode—Press MENU, then 1, and then 5 to display the Directory.
Figure 95. Directory
2.
Press the
Directory
1/104
Graham Bell
9-232-555-0176
<PER>
Edit
Settings Delete
3.
Press the
4.
Press
Figure 96. Directory Edit
5.
To confirm the deletion, press
Are you sure you w ant to
delete this entry?
Yes
or
navigation key to display the entry to be deleted.
navigation key so that
The
Directory.
. The confirmation screen appears, as shown in Figure 97.
.
key is not available when a System or Extension entry appears in the
No
Figure 97. Delete
Confirmation
Directory
appears, as shown in Figure 96.
80
Synapse SB67020 Deskset User’s Guide
Directory Sort
The Directory entries are sorted by first or last names.
 To sort Directory entries:
);E
(;>
'
Edit
FirstNme
New
Figure 98. Last Name Sort
(=
(F;;.
Edit
LastNme
New
Call Appearance mode—Press MENU, then 1, and then 7 to display the Directory, as shown
in Figure 98.
Line Appearance mode—Press MENU, then 1, and then 5 to display the Directory.

To sort the entries by first name, press
as shown in Figure 98.

To sort the entries by last name, press
as shown in Figure 99.
The Directory stays in the chosen sort order until you change it.
Figure 99. First Name Sort
Directory
81
Synapse SB67020 Deskset User’s Guide
C
HAPTER
7
VOICEMAIL
Your Synapse system records and saves incoming Voicemail messages. You can play, delete,
or forward those messages to one or many other extensions. The MESSAGE WAITING LED,
shown at left, lights up when there is at least one new message. The Voicemail messages are
stored in one or more mailboxes. Each individual message can be up to 2 minutes. There are
30 minutes of Personal Message record time in the Personal Mailbox at each Deskset. You
can also create a new message and send it to a Voicemail distribution group that you have
created. See “Voicemail Distribution” on page 145.
Your system administrator may give you access to one or more Group Mailboxes. Group
Mailboxes allow more than one person access to Voicemail messages, which are stored in
the ATA. Group Mailboxes can be set by your system administrator to have up to 60 minutes
of record time.
Access to Personal Messages is different than access to messages in Group Mailboxes.
Voicemail

“Voicemail Overview” on page 83

“Group Mailbox Overview” on page 85

“Accessing Your Messages” on page 87

“Sending a New Message to a Distribution List” on page 95

“Accessing Your Voicemail Remotely” on page 98.
82
Synapse SB67020 Deskset User’s Guide
Voicemail Overview
When there is at least one new message, the MESSAGE WAITING LED lights up, as shown in Figure 100.
MESSAGE
WAITING LED
Figure 100. Message Waiting LED
Messages left by outside callers are terminated after six seconds of silence.
Voicemail
83
Synapse SB67020 Deskset User’s Guide
Messages appear in a list similar to the list shown in Figure 101. Pressing the
or
navigation key cycles through the messages
in the list. Pressing the or navigation key cycles through the soft keys described in Table 12. To access message lists, see
“Accessing Your Messages” on page 87.
Message Counter
Down and up arrows display
other messages in the list.
Name and number
Time and date the message
was recorded.
Indicates a new message.
Figure 101. Voicemail List
Table 12. Voicemail List Description
Key
Description
Key
Description
Description
Plays message.
Deletes displayed message.
Allows dialing options before
calling a number from Call
Log, Redial list, or Messages.
Initiates Message Forward
function.
Plays all Voicemail messages.
Clears and restores the new
message indication from a
message.
Deletes all Voicemail
messages.
Voicemail
Key
Switch to the next Group
Mailbox.
84
Synapse SB67020 Deskset User’s Guide
Group Mailbox Overview
If your system has an optional ATA and your system administrator gave 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 102.
If you have enabled Voicemail Distribution, you will see a screen, as shown in Figure 103, that
allows you to press
to see the screen with the list of mailboxes.
From the Mailbox list screen, you can access your personal Voicemail and messages stored in
Group Mailboxes, such as the sales department shown in Figure 102. Select a mailbox to access
the messages stored in that mailbox.
A screen with the first message in that Mailbox appears, as shown in Figure 104. “Messages” or
the name of the Group Mailbox appears at the top of the screen.
Group Mailboxes provide general delivery of Voicemail messages to a group within an
organization. Group Mailboxes are different from your personal mailbox in the following ways:

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 playing Group Mailbox
Voicemail. The incoming call appears on the Deskset screen accompanied by a callwaiting tone. (There is no call-waiting tone in Line Appearance mode.)
Voicemail
85
Messages
Personal
Sales
Custom er Supp...
1 New
0 New
10 New
Figure 102. Group Mailbox
List
Do you w ish to leave a new
m essage or listen to your
m essages?
Lv Msg
Listen
Figure 103. Leave New
Message or Listen
Messages
1/10
!
Graham Bell
Jul 19
232-555-0176
1:18p
Play
DelMsg Callback
Figure 104. Messages
Synapse SB67020 Deskset User’s Guide


Messages in Group Mailboxes are not stored in your Deskset, so even if your Personal
Mailbox is full, there may be space available in some of your Group Mailboxes.
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 105. Delete messages to
make more room.
Voicemail
86
Messages
Personal
Sales
Custom er Supp...
1 New
[FULL]
[<5 Min]
Figure 105. Full Group
Mailbox
Synapse SB67020 Deskset User’s Guide
Accessing Your Messages
Access to your messages is different depending on whether or not you have access to any Group
Mailboxes, and whether you have enabled Voicemail distribution. If you do not have access to a
Group Mailbox, and you have not enabled Voicemail distribution, you can access your messages
by pressing MENU, then 1, and then 4 (Call Appearance mode) or MENU, then 1, and then 3
(Line Appearance mode) on the Idle screen. You can also press the MESSAGES Programmable
Feature key, unless your system administrator has programmed your keys differently. A list of
your messages appears with the newest message first, as shown in Figure 106, and the oldest
message at the end of the list.
If you have a password set, use the dial pad to enter your password and press SELECT.
Once you have entered your password, you do not have to enter it again while playing
other messages. However, if you exit the messages or go to another telephone feature,
you will need to enter your password the next time you access the Messages feature.
If you have enabled Voicemail Distribution a screen like Figure 107 appears, allowing you to
choose to listen to your messages by pressing
.
If you have access to at least one Group Mailbox, a list of Mailboxes to which you have access
appears, similar to the screen shown in Figure 108. From this screen, you would have access to
messages in your Personal Mailbox and messages stored in the Sales Group Mailbox.
Press the
or
navigation key to highlight the desired Mailbox, and press SELECT.
Messages
1/10
!
Graham Bell
Jul 19
232-555-0176
1:18p
Play
DelMsg Callback
Figure 106. Messages
Do you w ish to leave a new
m essage or listen to your
m essages?
Lv Msg
Listen
Figure 107. Leave New
Message or Listen
Messages
Personal
Sales
1 New
2 New
Figure 108. Group Mailbox
Lists
Sales
1/12
Angela Martin
Jul 16
732-555-7318
9:22a
Play
DelMsg Callback
Your Voicemail messages appear, as shown in Figure 109. Messages or the name of the Group Figure 109. Message in Sales
Mailbox
Mailbox is at the top of the screen.
Voicemail
87
Synapse SB67020 Deskset User’s Guide
Message Playback
You can play either a single message or all of the Voicemail messages in a Mailbox.
 To play a single message:
Messages
1/10
!
Graham Bell
Jul 19
232-555-0176
1:18p
Play
DelMsg Callback
1.
Line Appearance mode—Press MENU, then 1, and then 3 to open the Messages list.
Figure 110. Messages
Graham Bell
Jul 19 1:18p
!
05:10
Pause
Delete
Figure 111. Message
Playback
Voicemail
Call Appearance mode—Press MENU, then 1, and then 4 to open the Messages list, as
shown in Figure 110.
See Figure 101 on page 84 for a full description of the Voicemail screen elements.
2.
Press the
or
navigation key until the desired entry is on the screen.
3.
Press
. The ! icon, as shown in Figure 111, 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.

The

The
or
or
navigation key to jump back or forward in 8-second increments.
navigation key to skip to the previous (newer) or next (older) message.
88
Synapse SB67020 Deskset User’s Guide
 To play all messages:
Messages
1/10
!
Graham Bell
Jul 19
232-555-0176
1:18p
Play
DelMsg Callback
Figure 112. Messages
Messages
1/10
!
Jul 19
Graham Bell
232-555-0176
1:18p
Fw dMsg PlayAll ClrNew
Figure 113. Messages
PlayAll Soft Key
Graham Bell
Jul 19 1:18p
!
05:10
Pause
Delete
Figure 114. Message
Playback
Voicemail
1.
In the Messages list, press the
in Figure 113.
2.
To play all messages, press
or
navigation key to display the
soft key shown
. The screen shown in Figure 114 appears.
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.


The
or

The

CANCEL to stop playback and return to the Messages list.
or
navigation key to jump back or forward in 8-second increments.
navigation key to skip to the previous or next message.
If all messages play without interruption, you return to the Messages list with the last
played message on the screen.
89
Synapse SB67020 Deskset User’s Guide
Calling the Messenger
You can call back the person who left the Voicemail message.
 To call back the person who left the message:
Messages
1/10
!
Graham Bell
Jul 19
232-555-0176
1:18p
Play
DelMsg Callback
Figure 115. Messages
Call Back
Graham Bell
232-555-0176
Call
Store
Figure 116. Call Back
Voicemail
1.
In the Messages list, press the
screen.
2.
Press
or
navigation key until the desired entry is on the
. The Call Back screen appears, as shown in Figure 116.

Press the
or
navigation key 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.
90
Synapse SB67020 Deskset User’s Guide
Forwarding a Message
Anyone can forward a message to an extension. If you have enabled Voicemail Distribution, you can forward a message to a
Voicemail Distribution List. You can also record a message and forward it to a Distribution List. If there is at least one Group
Mailbox, you can forward a message to a Group Mailbox.

“Forwarding a Voicemail Message” on page 92

“Recording an Introduction to Send with a Forwarded Message” on page 94.
Voicemail
91
Synapse SB67020 Deskset User’s Guide
Forwarding a Voicemail Message
You 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, the
screen.
2.
Press the
Figure 117. Messages
FwdMsg Soft Key
3.
Press
Figure 118.
Select a Forward
Destination.
4.
Select a Forward Destination:
Messages
1/10
!
Jul 19
Graham Bell
232-555-0176
1:18p
Fw dMsg PlayAll ClrNew
ExtList
DistrList
MBList

Figure 118. Select a
Forward Destination
or
or
navigation key until the desired entry is on the
navigation key to display the
soft key shown in Figure 117.
to begin the forwarding process. A selection screen appears, as shown in
Press
to display the Extension List. Press the
or
navigation key to highlight the desired extension
and press SELECT. The Forward Message screen appears,
as shown in Figure 119.
Forw ard m essage to:
Linda Miller - 200
Intro
Send
Figure 119. Forward


Voicemail
If you have enabled Distribution Lists, the
soft key Forw ard m essage to:
Sales
appears. Press the
or
navigation key to highlight
the desired Distribution List and press SELECT. The
Intro
Send
Forward Message screen appears, as shown in Figure 120.
Figure 120. Forward
Message (DistrList)
If your system has Group Mailboxes, the
soft key Forw ard m essage to:
Adm inistration
appears. Press the
or
navigation key to highlight
the desired Mailbox and press SELECT. The Forward
Intro
Send
Message screen appears, as shown in Figure 121.
Figure 121. Forward
Message (MBList)
92
Synapse SB67020 Deskset User’s Guide
 To forward a Voicemail message: (Continued)
Forward message to:
Amy Lee - 203
5.
Optional: Press
to record an introductory message. See “To record a message
introduction:” on page 94.
6.
Press
Message Forw arded.
Intro
Send
Figure 122. Message
Forwarded
to forward the message.
The Message Forwarded screen appears, as shown in Figure 122.
The forwarded message appears in the recipient’s Messages list.
Voicemail
93
Synapse SB67020 Deskset User’s Guide
Recording an Introduction to Send with a Forwarded Message
You can record an audio introduction to send with a forwarded message. To begin recording the introduction, press
forwarding a message.
while
 To record a message introduction:
1.
Press
after selecting the destination for a forwarded message. The 
Play/Rec: Intro screen appears, as shown in Figure 123.
Record
2.
Press
Figure 123. Message
Introduction
3.
When finished recording, press
Play/Rec: Intro
Duration: 0s
Play/Rec: Intro
Duration: 5s
Max:30s
Max:30s
Stop
Figure 124. Message
Introduction Recording
Play/Rec: Intro
Duration: 10s
Play
Delete
4.
to begin recording. The soft key changes to
Reaching the 30-second limit automatically stops recording.

You can
Press
the announcement.
to display the Forward Message screen as shown in Figure 126.
[Msg Intro Attached] appears on the screen.
5.
Press
to forward the message with the introduction message attached.
Max:30s
Done
Figure 125. Message
Introduction Recorded
Forw ard m essage to:
Linda Miller - 200
[Msg Intro Attached]
Intro
Send
Figure 126. Message with
Introduction Ready to Send
Voicemail
. The screen shown in Figure 125 appears.

or
, as shown in Figure 124.
94
Synapse SB67020 Deskset User’s Guide
Sending a New Message to a Distribution List
If you have created at least one Distribution List, and enabled Voicemail Distribution, you can record a new message and send it
to a Distribution List. To create a Distribution List, see “Voicemail Distribution” on page 145.
 To record and send a new message:
Do you w ant to leave a new
m essage or listen to your
m essages?
Lv Msg
Listen
Figure 127. Voicemail
Distribution Question
1.
Call Appearance mode—Press MENU, then 1, then 4. With Voicemail Distribution enabled,
the screen shown in Figure 127 appears.
Line Appearance mode—Press MENU, then 1, then 3. With Voicemail Distribution
enabled, the screen shown in Figure 127 appears.
2.
Press
. The Distribution List screen appears, as shown in Figure 128.
Distribution List
Accounts
Sales
Warehouse
3.
Press the
or
4.
Press SELECT to display the Play/Rec Message screen shown in Figure 129.
Figure 128. Distribution
Lists
5.
Press
6.
When finished recording, press
navigation key to highlight the desired Distribution List.
to begin recording. The soft key changes to
. The screen shown in Figure 130 appears.
Play/Rec: Message
Duration: 0s
Max:120s

Reaching the 120-second limit automatically stops recording.
Record

You can
Figure 129. Ready to
Record
7.
Press
or
the message.
to forward the message to the selected Distribution List.
Play/Rec: Message
Duration: 12s
Max:120s
Play
Delete
Send
Figure 130. Message
Recorded
Voicemail
.
95
Synapse SB67020 Deskset User’s Guide
Deleting Messages
You can delete a single message or all messages from the Messages list or from message playback.
 To delete a single message or all messages:
Messages
1/10
!
Graham Bell
Jul 19
232-555-0176
1:18p
Play
DelMsg Callback
Figure 131. Messages List
)..>.
<$
=
GF
!
Play
DelMsg Callback
Figure 132. Message
Deleted
Messages
David Carter
443-555-0625
DelAll
1.
In the Messages list, as shown in Figure 131, press the
desired entry is on the screen.
2.
Press
Jul 19
11:07a
Figure 133. DelAll Soft Key
to delete the message.
OR
To delete all messages:
Press the
Press
or
navigation key to display the
The confirmation screen appears, as shown in Figure 134.
b.
Press
to confirm.
All messages are deleted, whether they are new (unheard) or not.
No
Figure 134. Confirm Delete
All
Voicemail
soft key shown in Figure 133.
.
Are you sure you want to
delete all messages?
Yes
navigation key until the
The system removes the message from the list and displays call information for the next
message, as shown in Figure 132.
a.
1/9
or
96
Synapse SB67020 Deskset User’s Guide
New Message Status Indications
You can add a new message indication (
) or delete the new message indication from a message. The new message
indication disappears after you play a message, but you can mark a message as “new” or “old” at any time.
 To clear and restore new Message indications:
Messages
1/10
!
Graham Bell
Jul 19
232-555-0176
1:18p
Play
DelMsg Callback
Figure 135. Messages List
Messages
1/10
!
Jul 19
Graham Bell
232-555-0176
1:18p
Fw dMsg PlayAll ClrNew
Figure 136. Messages List,
ClrNew Soft Key
1.
In the Messages list shown in Figure 135, press the
desired entry is on the screen.
2.
Press the
3.
Press
The
4.
or
navigation key to display the
navigation key until the
soft key shown in Figure 136.
to clear the new message indication.
soft key replaces
, as shown in Figure 137.
If desired, press
to restore the
message as new again.
Messages
1/10
Graham Bell
Jul 19
232-555-0176
1:18p
Fw dMsg PlayAll MrkNew
Callback
Figure 137. New Message
Icon Cleared
Voicemail
or
97
icon for a selected message, marking the
Synapse SB67020 Deskset User’s Guide
Accessing Your Voicemail Remotely
Remote access allows you to listen to Personal Messages or change the recorded greeting when you are away from work. 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.

This feature applies to Call Appearance mode only.

You cannot remotely access Group Mailboxes.
 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 (#) after entering nothing for your password.
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.
Voicemail
98
Synapse SB67020 Deskset User’s Guide
 To access Voicemail remotely – listen to messages:
Once you have accessed the system, the Main Menu plays. From this menu you can listen to old or new messages as shown
in Figure 138. You have the following options:

To listen to new messages, press 1.

To delete the current message, press 3.

To listen to old messages, press 2.

To repeat the previous message, press 4.

To change Voicemail options, press 8.

To skip this message, press 6.
Once you press 1 or 2, and the messages start
playing, you have the following options:

To jump back 8 seconds, press 7.

To jump forward 8 seconds, press 9.

To return to the previous menu, press star *.

To stop message playback and replay options, press 5.
Figure 138. Remote Voicemail Access
Voicemail
99
Synapse SB67020 Deskset User’s Guide
 To access Voicemail remotely – Voicemail greeting setup:
1.
To set up the Voicemail greeting, access the system and
press 8. As illustrated in the flow diagram in Figure 139,
you have the following options:
2.
Begin recording after the tone.
3.
To end the recording, press 5.
4.
Select one of the following options:

To record a primary greeting, press 1.

To record an alternate greeting, press 2.

To review the recording, press 1.

To choose the Primary, Alternate, or Pre-Set
greeting, press 7.

To re-record the greeting, press 3.

To accept the greeting, press 9.
Figure 139. Remote Voicemail Greeting Setup
Voicemail
100
Synapse SB67020 Deskset User’s Guide
C
HAPTER
8
CALL LOG
The Deskset Call Log provides available name and number information for the last 50 calls
received. The newest entries replace the oldest.

“Using the Call Log” on page 102

“Managing Missed Calls” on page 103

“Storing Call Log Entries” on page 105

“Deleting Call Log Entries” on page 106.
You can display the Call Log, shown at left, 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
101
Synapse SB67020 Deskset User’s Guide
Using the Call Log
The Call Log soft keys, as shown in Figure 140, are available whenever the Call Log has at least one entry.
Current Call Log entry number/
total number of entries
(50/50 maximum).
New voicemail message available
for playback. Calls to Ring Groups
are indicated by the Ring Group
Icon ( ) (Call Appearance mode
only).
Name and number. The Ring Group
name can also appear here.
NEW
Indicates call was not answered
and has not been reviewed.
Figure 140. Call Log Functions
Table 13. Call Log Soft keys
Key
Description
Key
Description
Key
Description
Plays 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.

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.
Call Log
102
Synapse SB67020 Deskset User’s Guide
Managing Missed Calls
All incoming calls are recorded in the Call Log unless Call Forward All is on. Unanswered calls that have not been reviewed are
considered new.
 To review and make calls from the Call Log:
!
/
(;>
);
'
Delete Callback
1.
Line Appearance mode—Press MENU, then 1, and then 6 to access the Call Log.
Figure 141. Missed Call
11:15a Oct 20
Angela Martin
732-555-7318
Delete
Call Appearance mode—Press MENU, then 1, and then 8 to access the Call Log, as shown
in Figure 141. The newest call appears first.
New missed calls are unanswered calls that have not been reviewed and are indicated with
the [NEW] icon, as shown in Figure 142.
2.
[NEW]
Callback
Press the

Figure 142. New Call Log
Entry
Call Back
Angela Martin
732-555-7318
Call
Store
Figure 143. Calling the Call
Log Entry

3.
Call Log
or
navigation key to see the desired entry.
Press
to access dialing options before calling a number and to dial out the
displayed number, as shown in Figure 142.

Press
to dial the on-screen number as shown in Figure 143.

Call 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 the or navigation
key to step through the dialing options. The options are in a circular list, so if you
press the navigation key when the last option is visible, you return to the first
option. The following dial 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.
Press CANCEL to exit the Call Log.
103
Synapse SB67020 Deskset User’s Guide
Voicemail Messages in Call Logs
If the caller left a Voicemail message, you can play the message from the Call Log list.
 To play a Voicemail message from the Call Log:
11:15a Oct 20
1/35
!
Graham Bell
232-555-0176
[NEW]
PlayMsg Delete
Callback
Figure 144. Call Log
Graham Bell
Jul 19 1:18p
1.
Line Appearance mode—Press MENU, then 1, and then 6 to display the Call Log.
2.
only appears if the call has an associated Voicemail.
Delete
Figure 145. Messages
Call Log
Press the
or
navigation key until the desired entry is on the screen. Then press
. The screen shown in Figure 145 appears.
!
05:10
Pause
Call Appearance mode—Press MENU, then 1, and then 8 to display the Call Log, as
shown in Figure 144.
If necessary, use the dial pad to enter your password and press SELECT.
3.
Press
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.
104
Synapse SB67020 Deskset User’s Guide
Storing Call Log Entries
 To store a Call Log entry into your Personal list:
!
/
(;>
);
'
Delete Callback
Figure 146. Call Log 1
11:15a Oct 20
Angela Martin
732-555-7318
Store
1/35
1.
Line Appearance mode—Press MENU, then 1, and then 6 to display the Call Log.
2.
Press the
3.
Press
to store the entry in your Personal list. The caller information fills in the First
Name and Number fields, as shown in Figure 148. You need to fill in the Last Name field
separately.
4.
Fill in the Last Name field, if desired. To create the Last Name or to edit any field, use the
or
navigation key and the dial pad, as shown in Figure 149. See “Dial-Pad Entry” on
page 27.
DelAll
Figure 147. Call Log 2
Call Appearance mode—Press MENU, then 1, and then 8 to display the Call Log, as
shown in Figure 146.
First Nam e: Angela Ma...
Last Nam e:
Phone #: 732-555-7318
Save
Pause
Backspc
or
navigation key to display the
soft key, as shown in Figure 147.
In the example in Figure 148, before the phone number, you must add a 9 or whatever
digit, if any, that must be dialed first to indicate this is an outside call, and 1 if it is a
long distance number.
Figure 148. Personal Entry
Edit, Part 1
The system does not check for duplicate entries.
First Nam e: Angela
Last Nam e: Martin
Phone #: 732-555-7318
Save
Pause
Backspc
Figure 149. Personal Entry
Edit, Part 2
Call Log
to store the entry and return to the Call Log shown in Figure 146.
5.
Press
6.
Press CANCEL to exit the Call Log.
105
Synapse SB67020 Deskset User’s Guide
Deleting Call Log Entries
You can delete a single Call Log entry, or all Call Log entries.
 To delete a single Call Log entry:
11:15a Oct 20
1/35
!
Graham Bell
232-555-0176
[NEW]
PlayMsg Delete
Callback
Figure 150. Call Log
1.
Call Appearance mode—Press MENU, then 1, and then 8 to display the Call Log, as
shown in Figure 150.
Line Appearance mode—Press MENU, then 1, and then 6 to display the Call Log.
2.
!
/
(;>
);
'
Delete Callback
Press
. The displayed entry is removed from the list and the next entry is then
displayed, as shown in Figure 151.
OR
To delete all Call Log entries, press the
key shown in Figure 152.
Figure 151. Deleted Entry
!
/
H
@D"B
Store
ClrNew
DelAll
a.
Figure 152. DelAll Soft Key
b.
Are you sure you w ant to
delete all entries?
Yes
Press
navigation key to display the
.
The confirmation screen appears, as shown in Figure 153.
3.
Press
to confirm.
Press CANCEL to exit the Call Log.
No
Figure 153. Confirm Delete
All
Call Log
or
106
soft
Synapse SB67020 Deskset User’s Guide
C
HAPTER
9
PAGING
Paging allows you to broadcast what you say to more than one extension. Some systems
include separate speakers. If your system administrator has set up Paging Zones, you can
page all extensions or a zone.
>;>
I;.
C
(
:;.;.
C
(F;.
C
);> ;
Paging
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.
107
Synapse SB67020 Deskset User’s Guide
Sending a Page
Paging allows you to broadcast what you say to more than one extension. You can start sending a page from the Paging Zones
screen. If your system administrator has set up Paging Zones, you can page all extensions or a zone.
 To send a page:
>;>
I;.
C
(
:;.;.
C
(F;.
C
);> ;
1.
Line Appearance mode—Press MENU, then 1, and then 2 to access the Paging Zones
screen.
Figure 154. Page Zones
>;>
(
:;.;.
Call Appearance mode—Press MENU, then 1, and then 3 to access the Paging Zones
screen shown in Figure 154. The screen shows the page options available to your Deskset.
2.
Select All Extensions or a Paging Zone.
3.
Press SELECT. The system emits a short paging tone and displays the Page screen, as
shown in Figure 155.
EndPage
OR
Figure 155. Paging All
Extensions
Press CANCEL to return to the idle screen.
4.
Speak into the speakerphone or pick up the handset to speak.
5.
When finished, press
return to the Idle screen.
or CANCEL, hang up the handset, or press SPEAKER. You
At the extensions being paged:
Paging

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.
108
Synapse SB67020 Deskset User’s Guide
C
HAPTER
10
DESKSET SETTINGS
You or your system administrator can customize your Deskset at the Deskset using the
following menus and features:
);F
C
+F.
C
J.
%;>.
C
($ ;
%;>.
Deskset Settings

“Deskset Menu” on page 110

“Features” on page 111

“User Settings” on page 113

“Admin Settings” on page 131

“Deskset Information” on page 132

“Operator Auto-Attendant Settings” on page 133

“Using Do Not Disturb (DND)” on page 134.
109
Synapse SB67020 Deskset User’s Guide
Deskset Menu
You can use the Deskset menus to set up many Deskset features. Access the Menu by pressing MENU, and then select options
by scrolling down to an option and pressing SELECT, or by pressing the dial-pad key with that option number.
 To access the Deskset setup menus:
);F
C
+F.
C
J.
%;>.
C
($ ;
%;>.
Figure 156. Menu
Press MENU to display the Menu screen shown in Figure 156.

Press 1 on the dial pad to display the Features menu. These features are discussed
throughout this User’s Guide. See “Features” on page 111 for appropriate links.

Press 2 to display the User Settings menu. See “User Settings” on page 113 for
further instructions.

Press 3 to display the Admin Settings menu. See “Admin Settings” on page 131.

Press 4 to display the Deskset Information screen. See “Deskset Information” on
page 132 for further instructions.

Call Appearance mode only—If your extension is the operator extension, press 5 to
change the Auto Attendant settings. See “Operator Auto-Attendant Settings” on
page 133 for further instructions.
Access menu item functions by pressing a designated dial-pad key or using the
navigation key to highlight the entry and pressing SELECT.
Deskset Settings
110
Synapse SB67020 Deskset User’s Guide
Features
Use the Features menu to access the Deskset Features. Table 14 lists the Features available in Call Appearance mode. For
Features available in Line Appearance mode, see Table 15.
Table 14. Deskset Menu – Call Appearance Mode Features
Example Screen
Features
1. Call Queue
2. Park List
3. Page
Figure 157. Features Menu 1/4
Features
4. Messages
5. Do Not Disturb
6. Call Forw ard All
Figure 158. Features Menu, 2/4
Features
7. Directory
8. Call Log
9. Redial
Figure 159. Features Menu, 3/4
Features
8. Call Log
9. Redial
0. Help
Figure 160. Features Menu, 4/4
Deskset Settings
Feature
Description
1. “Accessing the Call Queue List” on
page 59
View and answer unanswered calls in
the Call Queue.
2. “Accessing the Park List” on page 60
View and retrieve Parked calls.
3. “Sending a Page” on page 108
Make an announcement to your
organization.
4. “Accessing Your Messages” on page 87
Play, delete, or forward messages.
5. “Using Do Not Disturb (DND)” on page 134
Turn Do Not Disturb on and off.
6. “To Forward All Calls” on page 42
Turn Call Forward All on and off.
7. “Using the Directory” on page 74
View and place calls from the Directory.
8. “Using the Call Log” on page 102
View and place calls from the Call Log.
9. “Accessing the Redial List” on page 67
View the last 20 numbers dialed and
redial a selected number.
0. “Using Help Screens” on page 29
View help information on the Deskset
screen.
Depending 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 24.
111
Synapse SB67020 Deskset User’s Guide
Table 15. Deskset Menu – Line Appearance Mode Features
Example Screen
Figure 161. Features Menu 1/3
Figure 162. Features Menu, 2/3
Figure 163. Features Menu, 3/3
Feature
Description
1. “Accessing the Held Calls List (Line
Appearance mode)” on page 72
View and retrieve calls from any line in
the system.
2. “Sending a Page” on page 108
Make an announcement to your
organization.
3. “Accessing Your Messages” on page 87
Play, delete, or forward messages.
4. “Using Do Not Disturb (DND)” on page 134
Turn Do Not Disturb on and off.
5. “Using the Directory” on page 74
View and place calls from the Directory.
6. “Using the Call Log” on page 102
View and place calls from the Call Log.
7. “Accessing the Redial List” on page 67
View and answer unanswered calls in
the Call Queue.
8. “Using Help Screens” on page 29
View help information on the Deskset
screen.
Depending 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 24.
Deskset Settings
112
Synapse SB67020 Deskset User’s Guide
User Settings
Use the User Settings menu to set up options as shown in Figure 164 and Figure 165 and listed in Table 16. The figures below
show the menu in Call Appearance mode. The menu in Line Appearance mode is slightly different, as described in Table 16.
Table 16. SB67020 Deskset Menu – User Settings
Example Screen
User Settings
1. Greetings
2. Call Managem ent
3. Deskset Settings
Figure 164. User Settings
Menu, Part 1
J.
%;>.
C
.,.
%;>.
C
%;>.
C
J.
..A $
Figure 165. User Settings
Menu, Part 2
Deskset Settings
Setting
Description
“Greetings” on page 115
Record greetings and your name.
“Call Management” on page 119
Call Appearance mode only—Set up options
for handling calls.
“Deskset Settings” on page 123
Adjust the display and sounds of your Deskset.
“Directory Settings” on page 128
Show or hide any of the three directories
(Personal, System, and Ext) and to set the
sort order of the Directory.
“Setting and Changing Your Password” on
page 129
Set or clear your user password.
113
Synapse SB67020 Deskset User’s Guide
 To display the User Settings menu:
Press MENU and then 2 to display the User Settings menu shown in Figure 166.
User Settings
1. Greetings
2. Call Managem ent
3. Deskset Settings
The Call Management setting does not appear in Line Appearance mode.
Figure 166. User Settings
Enter User Passw ord:
Backspc
Figure 167. Enter User Password
Deskset Settings
If you have set a user password, the User Password screen shown in Figure 167
appears.

Enter your password and press SELECT.

To correct errors, use the

To cancel your changes on that screen, press CANCEL at any time. The set
will return to the previous screen.
114
key.
Synapse SB67020 Deskset User’s Guide
Greetings
Use the Greetings menu, as shown in Figure 168 and listed in Table 17, to record greetings. The figure below shows the menu
in Call Appearance mode. The menu in Line Appearance mode is slightly different, as described in Table 17.
Table 17. SB67020 Deskset Menu – User Settings
Example Screen
Greetings
1. Voicem ail Greeting
2. Nam e Recording
Function
Description
1. “Voicemail Greetings” on page 116
Set your Voicemail greetings.
2.“Name Recording” on page 118
Call Appearance mode only—Record your
name.
Figure 168. Greetings Menu
Deskset Settings
115
Synapse SB67020 Deskset User’s Guide
Voicemail Greetings
You can have three different greetings for your Voicemail. You can then activate the one that is currently appropriate. You can
record a Primary Greeting to use most of the time and an Alternate Greeting for when you are out of the office. The Pre-Set
greeting, “Please leave a message after the tone,” is used when no other greeting is recorded.
 To activate a greeting:
Voicem ail Greetings
Prim ary [ACTIVE]
Alternate
Activate PlayRec
1.
Press MENU, then 2, then 1, and then 1 to display the Voicemail Greetings menu
shown in Figure 169.

Figure 169. Voicemail Greetings
Voicem ail Greetings
Alternate
Pre-Set
Activate
Play
Figure 170. Non-active Greeting
Selected
Deskset Settings
Press the
and
navigation key to highlight the Primary, Alternate, or
Pre-Set greeting to be played to outside callers. When you highlight the
Pre-Set greeting, the soft keys change, as shown in Figure 170.
You cannot delete or record over the Pre-Set greeting.
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 either a Primary or
Alternate greeting (up to 60 seconds):” on page 117.
116
Synapse SB67020 Deskset User’s Guide
 To record either a Primary or Alternate greeting (up to 60 seconds):
Play/Rec: Personal
Duration: 0s
Max:60s
Play
Record
Delete
1.
Press MENU, then 2, then 1, and then 1 to display the Voicemail Greetings
menu.
2.
Press the
and
navigation key to highlight the Primary or Alternate
greeting. You cannot record over the Pre-Set greeting.
3.
Press
. The screen shown in Figure 171 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
and the
key changes to
6.
Press
when you are finished. The greeting is saved and the screen shown
in Figure 173 appears.
7.
Press
8.
Press CANCEL to return to the Voicemail Greetings menu.
Figure 171. Play/Rec Greeting
Play/Rec: Personal
Duration: 6s
Max:60s
Stop
Figure 172. Record Greeting
Play/Rec: Personal
Duration: 6s
Max:60s
Play
Record
Delete
Figure 173. Recording Stopped
Deskset Settings
. The screen shown in Figure 172 appears
.
to review the message or
117
to delete the greeting.
Synapse SB67020 Deskset User’s Guide
Name Recording
Name Recording is available in Call Appearance mode only.
Record the name to be played to callers by the Auto Attendant. To create a useful name 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:
Play/Rec: Personal Nam e
Duration: 0s
Max:10s
Play
Record
1.
Press MENU, then 2, then 1, and then 2 to display the Name Recording menu
shown in Figure 174. The
and
soft keys do not appear if your name
has not already been recorded.
2.
Press
and the
Delete
Figure 174. Name Recording
Play/Rec: Personal Nam e
Duration: 2s
Max:10s
You are limited to a 10-second recording; recording stops automatically if the
limit is exceeded.
Stop
Figure 175. Record Name
Play/Rec: Personal Nam e
Duration: 2s
Max:10s
Play
Record
3.
Press
when you are finished. The recording is saved and the screen shown
in Figure 176 appears.
4.
Press
Delete
Press
appears.
Play/Rec: Personal
Max:60s
Recording Deleted.
Play
Record
Delete
to review the recorded name.
OR
Figure 176. Recording Stopped
Duration: 3s
to record a personal name. The screen shown in Figure 175 appears
key changes to
.
5.
to delete the recording. The screen shown in Figure 177 briefly
Press CANCEL to return to the Greetings menu.
Figure 177. Recording Deleted
Deskset Settings
118
Synapse SB67020 Deskset User’s Guide
Call Management
Call Management features apply to Call Appearance mode only.
When the Synapse system is in Call Appearance mode, you can use the Call Management menu to set up options for handling
calls, as shown in Figure 178 and listed in Table 18.
Table 18. Deskset Call Management Menu
Example Screen
Call Managem ent
1. Call Forw ard
2. Auto Answ er
Function
Description
1. “Call Forward All and Call Forward–No
Answer” on page 120
Redirect incoming calls.
2. “Automatic Answering” on page 122
Automatically answer calls after a delay that
you specify.
Figure 178. Call
Management Menu
Deskset Settings
119
Synapse SB67020 Deskset User’s Guide
Call Forward All and Call Forward–No Answer
Call Forward All and Call Forward–No Answer redirect incoming calls. Once a call is forwarded, it cannot be answered by the
original extension.

You can set Call Forward All to redirect calls to a phone number, extension, or Voicemail. 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 outside numbers. The default destination
is Voicemail.
To turn Call Forward All on or off, press MENU, then 1, and then 6 when the telephone 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 139.

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 is to send all calls to 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 45.
Deskset Settings
120
Synapse SB67020 Deskset User’s Guide
 To set the Call Forward destination:
Call Forw ard All
Target:
Mailbox
to Mailbox: [Personal]
Save
1.
Press MENU, then 2, then 2, and then 1 to display the Call Forward All screen, as shown
in Figure 179.
2.
Press the
Figure 179. Call Forward
All – Mailbox
=
+A$
(
K>!
@;
LB
;
L!
6DYH
'HOHWH
%DFNVSF
Figure 181. Enter Extension
Deskset Settings
3.
navigation key to select one of the following targets:

. Then press the
navigation key to move to the to Mailbox: field and
select your personal mailbox or a Group Mailbox (if enabled).

. Then press the
navigation key to move to the to Phone #: field and
enter a valid phone number, as shown in Figure 180. It is not necessary to enter a
preceding 9 or whatever digit, if any, that must be dialed for outside calls because the
call is already marked as an outside call. If your system administrator has disabled call
forwarding/transferring to an outside line, you will see an error message.

. Then press the
navigation key to move to the to Ext: field and enter a
valid extension number, as shown in Figure 181.
Figure 180. Enter Phone #
=
+A$
(
K>!
@:B
:!
Save
Delete
Backspc
or
To confirm the change, press
121
. The Call Management menu appears.
Synapse SB67020 Deskset User’s Guide
Automatic Answering
You can set the Deskset to automatically answer calls after a delay that you specify. Without touching the Deskset, you can speak
to and be heard by people who call you. For example, employees in warehouses or shops may use this feature for quick
conversations without having to interrupt what they are doing.
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 120.
Auto Answer does not apply to Ring Group calls. See “Incoming Call Indication” on page 39.
 To set Auto Answer:
Auto Answ er
Auto Answ er:
Delay:
Save
Disabled
[5 sec]
Figure 182. Auto Answer
Auto Answ er
Auto Answ er:
Delay:
Save
1.
Press MENU, then 2, then 2, and then 2 to display the Auto Answer screen, as shown in
Figure 182.
2.
Press the
3.
Press the
navigation key, then the or keys to select the amount of delay before
the Deskset automatically answers each call, as shown in Figure 183.
[Enabled]
5 sec
Figure 183. Set Delay
0:05
AA
1
Graham
Bell
Call
Answ ered.
9-800-216-2007
Speak after the tone.
Transfer
Conf
Park
or
navigation key to select either
.
The Auto Answer Delay overrides the Call Forward–No Answer delay. See “Call
Forward All and Call Forward–No Answer” on page 120.
4.
Press
to confirm the change. The Call Management menu appears.
When an incoming call is automatically answered, a Call Answered screen appears, as
shown in Figure 184, and a tone sounds.
Figure 184. Call Answered
Deskset Settings
or
122
Synapse SB67020 Deskset User’s Guide
Deskset Settings
Use the Deskset Settings menu to set up the display appearance and sounds of your Deskset as listed in Table 19.
Table 19. SB67020 Deskset Settings Menu
Example Screen
.,.
%;>.
C
.&
C
%F;$.
C
MF
%;>.
Function
Options
1. “Display” on page 124
1. Contrast (1–9)
2. Backlight (Lo/Hi/Off)
2. “Sounds” on page 125
1. Ring Volume (0–9)
Figure 185. Deskset
Settings Menu 1
.,.
%;>.
C
%F;$.
C
MF
%;>.
C
N$
(F$
)$
2. Ring Delay (0–40 seconds)
3. Ringtones (1–9)
4. Key beeps (On/Off)
3. “Volume Settings” on page 126
Speaker Volume (1–9)
Receiver Volume (1–9)
Figure 186. Deskset
Settings Menu 2
Headset Volume (1–9)
Paging Volume (1–9)
4. “Preferred Audio Mode” on page 127
Deskset Settings
123
Preferred Audio Mode (Speaker, Headset)
Synapse SB67020 Deskset User’s Guide
Display
Use the Display menu to adjust your Deskset LCD screen contrast and backlight.
 To access the Display menu:
Display
Contrast:
Backlight:
Save
5
[Hi]
Press MENU, then 2, then 3, and then 1 (Call Appearance mode) or MENU, then 2, then 2, and
then 1 (Line Appearance mode) to access the Display menu, as shown in Figure 187.
Press the
is 5.

Press the
navigation key to set the desired Backlight level, as shown in Figure 188.
Press the
or
Figure 187. Contrast
Display
Contrast:
Backlight:
Save
[5]
Hi
Figure 188. Backlight
Deskset Settings

Press
or
navigation key to adjust the Contrast level from 1 to 9. The default

navigation key to cycle through Hi, Lo, or Off. The default is Hi.
to accept the adjustments and return to the Deskset Settings menu.
124
Synapse SB67020 Deskset User’s Guide
Sounds
Use the Sounds menu to set the ring volume, delay the beginning of audible ringing, pick one of nine ringtones, or turn key
beeps on and off.
 To access the Sounds menu:
%F;$.
;>
MF !
;>
!
@
.B
Save
Press MENU, then 2, then 3, and then 2 (Call Appearance mode) or MENU, then 2, then 2, and
then 2 (Line Appearance mode) to access the Sounds menu, as shown in Figure 189.

Figure 189. Ring Volume
%F;$.
;>
MF !
@B
;>
!
.
Save
To turn off the ringer, decrease the volume to zero.

Figure 190. Ring Delay
Sounds
Ringtones:
Key beeps:
Save

Press the
navigation key to choose Ringtones as shown in Figure 191.
Press the or navigation key to select one of nine ringers. The default is 1. Ringtone
samples play when selected.
[4]
On

Figure 192. Key Beeps
Press the
Press the

Deskset Settings
Press the
navigation key to set the Ring Delay from 0 to 40 seconds as shown in
Figure 190.
Press the or navigation key to select one of the delay values. The default is 0,
which also disables the feature. Although the Call Appearance icon flashes, the
SB67020 Deskset does not ring for the time you set.
%F;$.
;>
!
@
.B
;>;.!
Save
Figure 191. Ringtones
Press the or navigation key 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–.
Press
navigation key to choose Key beeps as shown in Figure 192.
or
navigation key to select On or Off. The default is On.
to accept the adjustments and return to the Deskset Settings menu.
125
Synapse SB67020 Deskset User’s Guide
Volume Settings
Set the Speaker, Receiver, Headset, and Paging volumes using the Volume Settings menu. You can also adjust each of these
volumes while you are on a call by pressing VOL+ and VOL–.
 To access the Audio menu:
Volum e Settings
Speaker Volum e:
Receiver Volum e:
Save
1.
4
[3]
Figure 193. Speaker
Volume
Volum e Settings
Speaker Volum e:
Receiver Volum e:
Save

Press the
navigation key, and then the or navigation key to set the Speaker
Volume from 1 to 9, as shown in Figure 193. The default is 4.

Press the
navigation key, and then the or navigation key to set the Receiver
Volume from 1 to 9, as shown in Figure 194. The default is 3.

Press the
navigation key, and then the or navigation key to set the Headset
Volume from 1 to 9, as shown in Figure 195. The default is 4.

Press the
navigation key, and then the or navigation key to set the Paging
Volume from 1 to 9, as shown in Figure 196. The default is 4.
[4]
3
Figure 194. Receiver
Volume
Volum e Settings
Receiver Volum e:
Headset Volum e:
Save
Press MENU, then 2, then 3, and then 3 (Call Appearance mode) or MENU, then 2, then
2, and then 3 (Line Appearance mode) to access the Volume Settings menu, as shown
in Figure 193.
[3]
4
2.
Press
to accept the adjustments and return to the Deskset Settings menu.
Figure 195. Headset
Volume
Volum e Settings
Headset Volum e:
Paging Volum e:
Save
[4]
4
Figure 196. Paging Volume
Deskset Settings
126
Synapse SB67020 Deskset User’s Guide
Preferred Audio Mode
When you press a Call Appearance key or
, the call is answered in the preferred audio mode. Lifting the handset takes
first priority in all instances. You can set the audio preferences to Headset or Speaker by using the Preferred Audio screen.
 To access the Preferred Audio Mode screen:
N$
(F$
N$
)$!
%&,
1.
Press MENU, then 2, then 3, and then 4 (Call Appearance mode) or MENU, then 2, then
2, and then 4 (Line Appearance mode) to access the Preferred Audio screen, as shown
in Figure 197.
2.
Press the
3.
Press
Save
Figure 197. Preferred
Audio Mode
Deskset Settings
or
navigation key to select the preferred audio mode, Speaker or Headset.
to accept the adjustments and return to the Deskset Settings menu.
127
Synapse SB67020 Deskset User’s Guide
Directory Settings
Use the Directory Settings menu to show or hide any of the three directories (Personal, System, and Ext List) and to set the
sort order of the Directory. The default setting is all shown and sorted by first name.
 To access the Directory Settings menu:
Directory Settings
Personal:
Show
System :
[Hide]
Ext. List:
[Hide]
Figure 198. Directory
Settings, Part 1
Directory Settings
System :
[Hide]
Ext. List:
[Hide]
Sort Order:
FNam e
Figure 199. Directory
Settings, Part 2
Deskset Settings
Call Appearance mode—Press MENU, then 2, and then 4 to access the Directory Settings
menu, as shown in Figure 198.
Line Appearance mode—Press MENU, then 2, and then 3 to access the Directory Settings
menu.

Press the or navigation key to Hide or Show the Personal Directory. This
Directory holds your personal Directory entries. See “Directory” on page 73.

Press the
navigation key and then press the or navigation key to Hide or Show
the System Directory. This Directory holds public entries created and maintained by
the system administrator.

Press the
navigation key and then press the or navigation key to Hide or Show
the Ext List Directory. This is a list of all extensions in the system.

Press the
navigation key and then press the or navigation key to choose the
Directory Sort Order; by first or last name as shown in Figure 199.
128
Synapse SB67020 Deskset User’s Guide
Setting and Changing Your Password
Use the User Password menu to set or reset your password. This setting can also be controlled on the WebUI. If you create a
password, you will need to enter it before accessing User Settings, Voicemail, and the WebUI.
 To access the Password function:
User Passw ord
1. Set/Change Passw ord
2. Reset Passw ord
Figure 200. Password Menu
.
J.
..A $
(
F
.F
F
A ;
.
F
J.
&..A $O
Yes
No
Figure 201. Reset Password
Call Appearance mode—Press MENU, then 2, and then 5 to display the User
Password screen shown in Figure 200.
Line Appearance mode—Press MENU, then 2, and then 4 to display the User
Password screen.

Press 1 to set or change the password. Follow the steps in “Changing Your
Password” on page 130.

Press 2 to reset your password. The confirmation screen shown in Figure 201
appears.
Press
to confirm that you want to reset your password. The message
User password has been reset appears. The User Password screen
appears.
Once the password has been reset, password entry is no longer necessary for
User Settings, Voicemail, and the WebUI.
Deskset Settings
129
Synapse SB67020 Deskset User’s Guide
Changing Your Password
 To change your password:
Set/Change Passw ord
Enter Passw ord: ****
Confirm Passw ord:****
Save
Delete
Backspc
Figure 202. Set/Change
Password
1.
Call Appearance mode—Press MENU, then 2, then 5, and then 1 to access the Set/
Change Password screen shown in Figure 202.
Line Appearance mode—Press MENU, then 2, then 4, and then 1 to access the Set/
Change Password screen.
2.
Use the dial pad to enter a password.
Set/Change Passw ord
Enter Passw ord:
Passw
ord ord:
Saved.
Confirm
Passw
Save
Delete
Bkspc
Passwords can be up to six digits.
Figure 203. Password
Saved
Deskset Settings

To correct errors, press

To start over, press
.
.
3.
Press the
navigation key and enter the new password again.
4.
To accept the change, press
. The Password Saved screen shown in Figure 203
appears, then the User Settings menu appears.
130
Synapse SB67020 Deskset User’s Guide
Admin Settings
 To display the Admin Settings menu:
Adm in Settings
1. CFNA
2. Fw d/Trans to Line
3. IP Settings
Figure 204. Admin Settings,
Part 1
($ ;
%;>.
C
P
%;>.
C
.
J.
..A $
C
%NA J&>$
Press MENU, then 3. You then must enter the Admin password before you can view the Admin
Settings menu as shown in Figure 204.
The Admin Settings, shown in Figure 204 and Figure 205, are determined by your
system administrator. Only those with access to the system administrator’s password
can change them.
For more information about these settings, see the Synapse Administrator’s Guide,
downloadable at www.telephones.att.com/synapseguides.
Figure 205. Admin Settings,
Part 2
Deskset Settings
131
Synapse SB67020 Deskset User’s Guide
Deskset Information
Use the Deskset Information screen 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.
 To display the Deskset Information:
1.
Press MENU and then 4 to display the Deskset Information screen shown in Figure 206.
The model number, device status, IP Address, and Software version are listed with other
information.
Figure 206. Deskset
Information, Part 1
2.
Press the
navigation key to access the additional information shown in Figure 207,
Figure 208, and Figure 209.
3.
Press CANCEL to return to the Main menu.
Figure 207. Deskset
Information, Part 2
Figure 208. Deskset
Information, Part 3
Figure 209. Deskset
Information, Part 4
Deskset Settings
132
Synapse SB67020 Deskset User’s Guide
Operator Auto-Attendant Settings
Auto-Attendant settings apply to Call Appearance mode only.
When the Synapse system is in Call appearance mode, you can set the status of the Auto Attendant if your Deskset is the operator
extension.
 To display the Auto-Attendant Settings menu:
Menu
3. Adm in Settings
4. Deskset Inform ation
5. Auto Attendant
1.
Press MENU to display the menu. It features a fifth choice, as shown in
Figure 210.
2.
Press 5 on the dial pad to display the Auto Attendant screen shown in
Figure 211. Choose one of the five options to set the Auto Attendant’s
response to incoming calls.
Figure 210. Operator Menu
Auto Attendant
1. Scheduled [ACTIVE]
2. Day Menu
Activate
Figure 211. Auto-Attendant Settings
Auto Attendant
3. Lunch Menu
4. Night Menu
Activate
Figure 212. Auto-Attendant Settings
Auto Attendant
4. Night Menu
5. Off
Activate
Figure 213. Auto-Attendant Settings
Deskset Settings

Press 1 to follow the scheduled times.

Press 2 to use the Day menu.

Press 3 to use the Lunch menu.

Press 4 to use the Night menu.

Press 5 to turn the Auto Attendant off. Incoming calls will ring at the
extensions set by the system administrator.
3.
Press
to select the highlighted Auto Attendant status. [ACTIVE]
appears next to the selected status.
4.
Press CANCEL to exit this screen. The active Auto Attendant mode setting is
not affected by pressing CANCEL.
133
Synapse SB67020 Deskset User’s Guide
Using Do Not Disturb (DND)
Do Not Disturb silences incoming ringing and paging. Incoming calls can still be answered when you see the Call Appearance or
Line Appearance LED flashing.
 To enable or disable Do Not Disturb:
DND
Wed Sep 08 11:09AM
John Smith
EXT 219
3 New Missed Calls
2 New Messages
Figure 214. Do Not Disturb
Deskset Settings
Call Appearance mode—Press MENU, then 1, and then 5 to turn Do Not Disturb On or Off.
Line Appearance mode—Press MENU, then 1, and then 4 to turn Do Not Disturb On or Off.
DND appears on the Idle screen when Do Not Disturb is on, as shown in Figure 214.
Call Appearance mode—The DND indicator only appears in the top right of the
display 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.
134
Synapse SB67020 Deskset User’s Guide
C
HAPTER
11
WEB INTERFACE
Use an Internet browser to access the Web User Interface (WebUI) that resides on your
Deskset. After you log in to the WebUI, you can configure the following features:

“Accessing the Web User Interface (WebUI)” on page 136

“Basic Settings” on page 139

“Extension Directory” on page 141

“Quick Dial” on page 144

“Voicemail Distribution” on page 145
You can also view the Deskset Help from the WebUI. See “Help” on page 149.
Web Interface
135
Synapse SB67020 Deskset User’s Guide
Accessing the Web User Interface (WebUI)
 To access the WebUI:
);F
C
+F.
C
J.
%;>.
C
($ ;
%;>.
Figure 215. Deskset Menu
.,.
P;N ;
)$
D!
%
%F.!
%;;Q$
P
($$..!
C'CC
Figure 216. Deskset
Information
1.
Press MENU on the Deskset. The Menu appears as shown in Figure 215.
2.
Press 4 to display Deskset Information.
3.
Find your IP Address, as highlighted in Figure 216.
4.
Open an Internet browser on your computer. AT&T recommends Internet Explorer (7 or
higher). Your computer must be on the same network as the Deskset.
5.
Type the SB67020 Deskset IP address in the address bar, as shown in Figure 217, and
press ENTER on your computer keyboard.
6.
A Login page appears, as shown in Figure 218.
Figure 217. Browser IP
Address
Figure 218. WebUI Login
Web Interface
136
Synapse SB67020 Deskset User’s Guide
 To access the WebUI: (Continued)
7.
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 129). Otherwise, leave the password blank.
9.
Click
.

You can create or change your user password once you are logged in.

The system displays the Basic Settings page shown in Figure 220 on page 139.
Changing a setting does not instantly apply the new value. Clicking
and applies all changes on that page.
Web Interface
137
saves
Synapse SB67020 Deskset User’s Guide
Error Handling
If you type an invalid value into one of the WebUI fields and click
, the page is not saved. The WebUI displays an error
message at the top of the page. The field with the incorrect value is highlighted in yellow, as shown in Figure 219. You can view
a more detailed error description by resting your mouse pointer on the highlighted field.
.
Error Message
Invalid Entry
Figure 219. WebUI Error Indication
Web Interface
138
Synapse SB67020 Deskset User’s Guide
Basic Settings
The remaining procedures in this chapter assume that you are already logged in to the WebUI. See “Accessing the Web User
Interface (WebUI)” on page 136.
 To modify the Basic Settings:
After logging in, the Basic Settings menu appears as
shown in Figure 220. 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.
In Line Appearance mode, only the Set
Password setting is available.
1.
Configure Basic Settings as desired.

a.
Click the Call Forwarding: On button.
b.
Select the Target Type:

Figure 220. WebUI Basic Settings, Part 1
(Call Appearance mode shown)
Web Interface
Enabling Call Forward All in this window
immediately forwards all calls to the destination
you select instead of ringing your extension. To
enable call forwarding of all calls:
139
Voicemail: Select either Personal or, if
your system has Group Mailboxes, one
of the Group Mailboxes.
Synapse SB67020 Deskset User’s Guide
 To modify the Basic Settings: (Continued)

Extension: Enter an extension or select
an extension number from the dropdown list.

Outside Phone Number: Enter an
outside telephone number. You do not
need to enter a 9 or whatever digit, if
any, that you would normally dial first to
indicate that it is an outside call.
For example, enter your cell phone number as the
Outside Phone Number to have all calls
forwarded to your cell phone.
c.

You can set Auto Answer to have your Deskset
automatically answer calls after a specified time.
Set the delay here, and turn the feature on or off
from the Deskset menus. See “Auto Answering”
on page 44.

Create a password or change it in the User
Password: field. The password must consist of
numbers only. This password is also used for
accessing Voicemail and settings on the Deskset
and on the WebUI.
Figure 221. WebUI Basic Settings, Part 2
(Call Appearance mode shown)
2.
Web Interface
140
To disable forwarding all calls, click the Call
Forwarding: Off button.
Click
to accept your changes.
Synapse SB67020 Deskset User’s Guide
Extension Directory
To allow easy dialing, you can create a personal Extension Directory (referred to as the Personal list on the Deskset) that is
only available from your extension. Your administrator can also create a System Directory of names and phone numbers (referred
to as System list on the Deskset) that is available to all extensions.
 To add an entry to the Extension Directory:
1.
In the Navigation Menu at the left, click Extension
Directory to display the page shown in Figure 222.
2.
Click
Figure 223 appears.
3.
Complete the form with the required information.
4.
Click
to save. The Extension Directory page
appears with the entries added, as shown in Figure 224.
Figure 222. Extension Directory
Figure 224. Extension Directory
Figure 223. Add Extension Directory List
Web Interface
. The page shown in
141
Synapse SB67020 Deskset User’s Guide
 To edit Extension Directory entries:
1.
In the Navigation Menu at the left, click Extension
Directory to display the page shown in Figure 225.
2.
Click [Edit] next to the entry to be edited. The Edit
Extension Directory List Entry page appears, as shown in
Figure 226.
3.
Complete the form with the desired information.
4.
Click
to accept your changes or
the changes.
Figure 225. Extension Directory
Figure 226. Edit Extension Directory List
Web Interface
142
to reject
Synapse SB67020 Deskset User’s Guide
 To sort and delete Extension Directory entries:
In the Navigation Menu at the left, click Extension Directory
to display the page shown in Figure 227.

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.

To delete Directory entries:
a.
Click the check boxes for the entries you want to
delete.
b.
Click
entries are removed.
Figure 227. Extension Directory
Web Interface
143
. All of the selected
Synapse SB67020 Deskset User’s Guide
Quick Dial
 To add or edit Quick Dial Entries:
1.
In the Navigation Menu at the left, click Feature Keys
to display the page shown in Figure 228.
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 outside
phone number, enter a 9 or whatever digit, if any, that
must be dialed first to indicate that it is an outside call.
To edit or delete an entry, type over the entry.
3.
To save entries, click
.
To reject changes,
click
.
4.
Figure 228. Programmable Feature Keys
(Call Appearance mode shown)
Web Interface
144
Press the corresponding
Programmable Feature Key on
the Deskset, as shown in
Figure 229, to verify that the
entries have been added or Figure 229. Quick-Dial
Access
edited.
Synapse SB67020 Deskset User’s Guide
Voicemail Distribution
If you enable Voicemail Distribution, you can leave new messages or forward existing messages to groups 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 the
message list. See “Accessing Your Messages” on page 87.
 To enable and disable Voicemail Distribution Lists:
Figure 230. Enable Voicemail Distribution Lists
In the Navigation Menu at the left, click
Voicemail Distribution to display the page
shown in Figure 230 or Figure 231.
2.
Click
Distribution.
Figure 231. Disable Voicemail Distribution Lists
Web Interface
1.
145
to enable or
to disable Voicemail
Synapse SB67020 Deskset User’s Guide
 To view the Voicemail Distribution Lists:
1.
In the Navigation Menu at the left, click
Voicemail Distribution to display the page
shown in Figure 232.
A list of the existing Voicemail Distribution Lists
appears.
Figure 232. Voicemail Distribution Lists
Web Interface
146
Synapse SB67020 Deskset User’s Guide
 To create a Voicemail Distribution List:
1.
In the Navigation Menu at the left, click Voicemail
Distribution to display the page shown in
Figure 232 on page 146.
2.
Click
Figure 233 appears.
3.
Enter a Name for the Voicemail Distribution List.
4.
Assign Distribution List Members.
. The page shown in
Select one or more extensions that you want in this list
from the Available Extensions list and click
.
OR
Select one or more extensions to remove from this list
from the Distribution List Members list and click
.
Analog telephones connected to the ATA are not
Available Extensions for the Distribution lists.
Figure 233. Create Distribution List
5.
Web Interface
147
Click
to save these settings when you are done or
click
to return to the previous page without saving
the changes.
Synapse SB67020 Deskset User’s Guide
 To edit or delete a Voicemail Distribution List:
1.
In the Navigation Menu at the left, click Voicemail
Distribution to display the page shown in
Figure 232 on page 146.
2.
Click
3.
Edit the Distribution List Name as needed.
4.
Assign Distribution List Members.
. The page shown in Figure 234 appears.
Select one or more extensions that you want in this list
from the Available Extensions list and click
.
OR
Select one or more extensions to remove from this list
from the Distribution List Members list and click
.
5.
Optional: Click
Distribution List.
6.
Click
to save these settings or click
to
return to the previous page without saving the changes.
Figure 234. Edit Distribution List
Web Interface
148
to delete this
Synapse SB67020 Deskset User’s Guide
Help
 To access WebUI Help:
1.
In the Navigation Menu at left, click Help.
A PDF Help file opens. The page shown in Figure 235
appears.
2.
Figure 235. WebUI Help
Figure 236. WebUI Help Sample
Web Interface
149
To view a topic, click the link for that topic. The page for
that topic appears, as illustrated in Figure 236.
Synapse SB67020 Deskset User’s Guide
C
HAPTER
12
TROUBLESHOOTING
If you have difficulty operating your Deskset, try the following suggestions in this section:

“Common Troubleshooting Procedures” on page 151

“Display Messages” on page 152

“Calls Generally” on page 154

“Voicemail” on page 164

“Other Deskset Features” on page 167

“WebUI” on page 169

“PC/Deskset Interaction” on page 170.
.
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
150
Synapse SB67020 Deskset User’s Guide
Common Troubleshooting Procedures
Follow these procedures to resolve common issues.
Resolving General Functional Issues.
 To resolve a blank screen or device that does not work at all:

Ensure the AC plug is plugged into an electrical outlet not powered by a wall 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.

Ask your system administrator to confirm that the Power over Ethernet 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.
Pressing the RESET button for more than five seconds will erase all data and settings.
 To restore a Deskset to factory defaults:
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 button for more than five seconds.
Troubleshooting
151
Synapse SB67020 Deskset User’s Guide
Display Messages
Symptom
Probable Cause
Corrective Action
The screen is blank or the
Deskset menu does not
work.
There 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 151.

Reset the Deskset to factory defaults. Insert a pen or
paper clip into the reset hole and press for more than five
seconds.
The Gateway screen displays
Joining Site... for more
than one minute.
The 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).
The device screen displays
Network Down.
The 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.

Check if other network devices, such as computers, are
communicating with the network. If not, then contact your
IT administrator.
There may be a problem with
the office network.
Troubleshooting
152
Display Messages
Synapse SB67020 Deskset User’s Guide
Symptom
Probable Cause
Corrective Action
The screen displays Synch
Failed.
The 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.
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.
The device screen displays
Synchronizing....
Not enough time has
elapsed.

The device may display Synchronizing… for a few
seconds. This is normal and does not indicate a problem.
Deskset cannot make or
receive phone calls and the
Deskset screen displays
Synchronizing....
The Deskset may have an
incompatible software
version.

Ask your system administrator to update your Deskset to
the current software version.
Troubleshooting
153
Display Messages
Synapse SB67020 Deskset User’s Guide
Calls Generally
Symptom
Probable Cause
Corrective Action
Calls are dropped.
Restoring Deskset settings or
updating software while that
extension is in use causes 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.
Putting 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 Deskset Status is
Synchronized. See “Deskset cannot make or receive phone
calls and the Deskset screen displays Synchronizing....” on
page 153.
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.
The 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.
Deskset cannot make
or receive phone calls
On outside calls, you
hear an excessive echo
at the Deskset.
Troubleshooting
154
Calls Generally
Synapse SB67020 Deskset User’s Guide
Symptom
Probable Cause
Corrective Action
You cannot retrieve
parked calls.
The 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.
You hear static, sudden
silences, gaps in
speech, or garbled
speech.
You may be experiencing
network problems.

Your LAN administrator should ensure the following minimum
guidelines are met:
A call is forwarded or
transferred to an
outside telephone
number and the call is
disconnected.
Troubleshooting
Telephone line to telephone
line call times have been
restricted. Calls that are
forwarded or transferred to an
outside 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.
Calls Generally

A switched network topology is recommended (using
standard 10/100 Ethernet switches that carry traffic at a
nominal rate of 100 Mbit/s).

The 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.

Ask your system administrator to reset the Timer for
Forwarded and Transferred Outside Calls.
155
Synapse SB67020 Deskset User’s Guide
Symptom
Probable Cause
Corrective Action
You are unable to
transfer a call to an
extension.
The 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.

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

Check that your system administrator has enabled
transferring to an outside phone number.

Ensure that a valid outside number is shown in the Phone #
field. You do not need to enter a 9 (or whatever digit, if any,
that must be dialed first for an outside call).

Ensure that the Gateway is connected to the network.

All phone lines may be in use. If so, try again later.
Your Deskset does not
automatically forward a
call to another
extension.
You are unable to
transfer a call to an
outside phone number.
Troubleshooting
Call Appearance mode only—
The Call Forward All settings
are incorrect.
Transferring to an outside
phone number has been
disabled, or no lines are
available.
156
Calls Generally
.
Synapse SB67020 Deskset User’s Guide
Symptom
Probable Cause
Corrective Action
Deskset does not
automatically forward a
call to an outside
phone number.
Forwarding to an outside
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
. On the Deskset, press
MENU –> 2 –> 2 –> 1.

Ensure that a valid outside number is shown in the Phone #
field. You do not need to enter a 9 (or whatever digit, if any,
that must be dialed first for an outside call).

Check that forwarding to an outside phone number has been
enabled. Your system administrator must enable Call Fwd/
Transfer to line in the Admin Settings.

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.
You are unable to
manually forward a call
to Voicemail.
Troubleshooting
Call Appearance mode only—
You cannot foward incoming
Ring Group calls and incoming
Call Queue calls to Voicemail.
157
Calls Generally
Synapse SB67020 Deskset User’s Guide
Incoming Calls
Symptom
Probable Cause
Corrective Action
Your Deskset does not receive
incoming calls.
Incoming 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) at a Deskset to adjust the ring
delay.
Your 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.
You receive only caller ID
numbers, not caller ID names.
Troubleshooting
158
Incoming Calls
Synapse SB67020 Deskset User’s Guide
Symptom
Probable Cause
Corrective Action
Call Appearance mode
only—Outside caller cannot
find your extension in the
Auto Attendant Directory.
You 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.
The Deskset is set to Call
Forward All.

Deactivate Call Forward All. Press MENU –> 1 –> 6.
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 a T1 Gateway and DID numbers, ask
your system administrator to provide you a DID phone
number and ask people whose calls you want auto
answered to dial your DID number.
Call Appearance mode
only—Call does not Auto
Answer.
Troubleshooting
159
Incoming Calls
Synapse SB67020 Deskset User’s Guide
Symptom
Probable Cause
Corrective Action
Caller ID is not working. The
display shows
and a
digit for the name, and the
same digit for the phone
number.
Your 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
160
Incoming Calls
Synapse SB67020 Deskset User’s Guide
Outgoing Calls
Symptom
Probable Cause
Corrective Action
No dial tone.
Handset 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.
When you dial an outside
number, you reach an
extension instead.
The extension prefix matches the
first digit of the outside phone
number you tried to dial, and you
don't have to dial a digit before
dialing outside phone numbers.

Consult your system administrator.
You cannot make calls to an
outside number.
An outside phone number cannot
be accessed through the Gateway.

Call Appearance mode only—Ensure that you enter
a 9 or whatever digit, if any, that must be dialed first
for an outside 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.

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.
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.
Troubleshooting
161
Outgoing Calls
Synapse SB67020 Deskset User’s Guide
Symptom
Probable Cause
Corrective Action
You cannot make
international long distance
calls.
Call Appearance mode only—If
no trunk prefix (digit entered before
dialing outside 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.
You cannot access phone
company services like 411.
Call Appearance mode only—If
the PSTN Trunk Prefix is set to
none and 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 outside call. For
example, 9-1-555-0123.
The PSTN Trunk reservation
is not being honored.
Call Appearance mode only—An
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.
All lines and channels are being
used for active or incoming calls, or
are reserved for other extensions.

If all trunks are reserved, extensions with trunk
reservations cannot make calls. The system
administrator can either remove the reservations
from some trunks or arrange for additional analog
telephone lines or T1 channels.
Call Appearance mode
only—I cannot make an
outgoing call on a system
with reserved trunks.
Troubleshooting
162
Outgoing Calls
Synapse SB67020 Deskset User’s Guide
Symptom
Probable Cause
Corrective Action
DDNs (Directory Dial
Numbers) do not dial out
properly from the Call Log.
This system does not support
DDN.

Troubleshooting
163
Outgoing Calls
DDNs in the Call Log are treated like all other caller
ID phone numbers.
Synapse SB67020 Deskset User’s Guide
Voicemail
Symptom
Probable Cause
Corrective Action
Voicemail is not received at
the extension you called.
Target 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.
Calls 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.
Your Deskset does not
receive Voicemail.
Troubleshooting
Voicemail

Press MENU –> 1 –> 6 to turn this feature off. FWD
will not be in the top right corner of the Deskset
display.

To 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.

Check your available Voicemail memory. You may need to
delete some messages to create space.
164
Synapse SB67020 Deskset User’s Guide
Symptom
Probable Cause
Corrective Action
Voicemail
Incomplete Voicemail
messages.
Recording 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.
Unable to find a message in
a Group Mailbox.
Group 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.
The number of new
messages in a Group Mailbox
changed spontaneously.
Group 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
165
Synapse SB67020 Deskset User’s Guide
Symptom
Probable Cause
Corrective Action
Voicemail
The system does not respond
to remote Voicemail
commands.
The 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.
Troubleshooting

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.
166
Synapse SB67020 Deskset User’s Guide
Other Deskset Features
Symptom
Probable Cause
Corrective Action
Other Deskset Features
Other Desksets do not
appear in the extension list.
The 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.
You are unable to record a
greeting.
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.
There is no
key so
you cannot forward
messages to a Distribution
list.
The
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.
Troubleshooting
167
Synapse SB67020 Deskset User’s Guide
Symptom
Probable Cause
Corrective Action
You are unable to add an
entry to Quick-Dial list.
If you have an SB67030/031
Deskset, the Quick-Dial list is
full — there are six entries
available.


Call Appearance mode
only—You cannot make or
receive phone calls on the T1
channels.
Troubleshooting
Other Deskset Features
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 into the WebUI and click Quick Dial Keys.
b.
Edit the Quick-Dial entries.
c.
Press
.
Your SB67030/031 Deskset
has been configured for Call
Queue and 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
Deskset, the system
administrator must configure
one or more Programmable
Feature Keys as Quick Dial
keys before they can be used.

Ask the system administrator to configure one or more
Quick-Dial keys for your Deskset.
Incoming or outgoing calls
using the T1 trunk are
attempted before the 
SYN/ACT LED is GREEN.

Press the RESET button on the front panel of the T1
Gateway for less than 5 seconds.

Wait for the SYNC LED to turn GREEN before making or
receiving any T1 calls or receiving calls on the T1
Gateway.
168
Synapse SB67020 Deskset User’s Guide
WebUI
Symptom
Probable Cause
Corrective Action
Unable to access the WebUI
Log-in page from my
computer.
The 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.

Click
Changes made in the WebUI
are not saved.
Troubleshooting
must be clicked on
each page to confirm the
changes.
169
User WebUI
on each page to confirm the changes.
Synapse SB67020 Deskset User’s Guide
PC/Deskset Interaction
Symptom
Probable Cause
Corrective Action
Internet connection or
access to the local network
on your computer does not
work after installing the
Deskset.
The Ethernet cords are not
installed correctly.

Check that the Ethernet cord from the computer is
plugged into the Deskset port labeled
. A second
Ethernet cord should be plugged into the Ethernet port on
the Deskset marked
with the other end plugged
into your LAN.
Your PC is slower after
connecting it to the LAN
through the Deskset.
A 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.
Your PC, which is connected
to the LAN through the
Deskset, briefly loses its
network connection.
For 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.
Troubleshooting
170
PC/Deskset Interaction
Synapse SB67020 Deskset User’s Guide
APPENDIXES
Appendix A: Soft Keys
The Synapse SB67020 Deskset features keys below the LCD screen. The bottom of the screen displays the appropriate label for
each key as the function of the key changes.
Table 20 provides an alphabetical list of the labels that appear above the SB67020 Deskset soft keys.
Table 20. SB67020 Deskset Soft Key Functions
Function
Description
Function
Enters a dot in IP address.
Deletes a Voicemail message.
Sets an option as the current Active option.
Shows any additional information.
Answers an incoming call.
Opens the Distribution Lists.
Backspace the cursor when entering data.
End recording and return to previous screen.
Dials the on-screen entry.
Drops the on-screen party from a conference call.
Allows dialing options before calling a number.
Edit the current entry.
Clears the current entry.
Ends a conference call and hangs up all parties.
Clears NEW indication from a message.
Ends paging.
Initiates a conference call.
Opens the Extension List.
Deletes all records.
Switches between first and last name sort in the
Directory and Extension lists.
Deletes a record.
Appendixes
Description
171
Synapse SB67020 Deskset User’s Guide
Table 20. SB67020 Deskset Soft Key Functions (Continued)
Function
Appendixes
Description
Function
Description
Initiates Message Forward function.
Opens the Park List.
Forwards incoming call to Voicemail.
Inserts a two-second pause in a digit string.
Silences ringer during incoming call.
Plays a message or recording.
Record an introductory message.
Plays all Voicemail messages.
Adds the on-screen party to a conference call.
Plays a message from the Call Log.
Listen to a Voicemail message.
Plays a recording.
Create a new message for a Distribution List.
Begins a recording.
Marks the current message as NEW.
Retrieves a parked or queued call.
Opens the Mailbox List.
Saves a setting.
Creates a new Directory entry.
Sends a Voicemail message.
Cancels proposed action.
Stop recording.
Displays a list of options.
Stores the name and number into the Directory.
Initiates a system page.
Initiates transfer of a call.
Parks a call.
Confirms proposed action.
172
Synapse SB67020 Deskset User’s Guide
Appendix B: Technical Specifications
Table 21 lists the technical specifications for the SB67020 Deskset.
Table 21. Technical Specifications
Feature
Specification
Size
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)
RJ-45 Ethernet
Network Jack
(10Base-T/100Base-Tx) with auto MDI/MDIX switching
Headset Jack
Traditional corded headset jack type with 2-conductor wiring
Appendixes
173
Synapse SB67020 Deskset User’s Guide
Appendix C: Maintenance
Your system contains sophisticated electronic parts, so it must be treated with care.
Avoid Rough Treatment
Handle the unit gently. Save the original packing materials to protect your equipment if you ever need to ship it.
Avoid Water
Your 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 Storms
Electrical storms can sometimes cause power surges harmful to electronic equipment. For your own safety, exercise caution when
using electrical appliances during storms.
Cleaning Your Unit
Your 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.
Appendixes
174
Synapse SB67020 Deskset User’s Guide
Appendix D: Important Safety Instructions
This symbol alerts you to important operating or servicing instructions in this document. Always follow basic safety
precautions when using this product to reduce the risk of injury, fire, or electric shock.
When 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.
Appendixes
175
Synapse SB67020 Deskset User’s Guide
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.
Appendixes
176
Synapse SB67020 Deskset User’s Guide
Appendix E: Limited Warranty
The AT&T brand is used under license. For customer service, repair, replacement, or warranty service, and all questions about this
product, 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, call 1 (888) 883-2474.
1. What does this Limited Warranty cover?
The manufacturer of this AT&T-branded product warrants to the holder of a valid proof of purchase (“CONSUMER” or “you”) that
the product and all accessories provided in the sales package (“PRODUCT”) are free from defects in material and workmanship,
pursuant to the following terms and conditions, when installed and used normally and in accordance with the PRODUCT operating
instructions. This Limited Warranty extends only to the CONSUMER for products purchased and used in the United States of
America and Canada.
2. What will be done if the PRODUCT is not free from defects in materials and workmanship during the Limited Warranty
period (“materially defective PRODUCT”)?
During the Limited Warranty period, the manufacturer’s authorized service representative will repair or replace at the
manufacturer’s option, without charge, a materially defective PRODUCT. If the manufacturer repairs the PRODUCT, they may use
new or refurbished replacement parts. 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 PRODUCT 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 the PRODUCT extends for ONE (1) YEAR 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 one-year Limited Warranty, whichever is longer.
Appendixes
177
Synapse SB67020 Deskset User’s Guide
4. 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; or

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 item 6 on next page); or

Charges for installation or setup, adjustment of customer controls, and installation or repair.
Appendixes
178
Synapse SB67020 Deskset User’s Guide
5. How do you get warranty service?
To obtain warranty service, 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, call 1 (888) 883-2474.
Before calling for service, please review the user manual. 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(s) to the
service location.
The manufacturer will return any 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 will 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 that are not covered by this limited warranty.
6. What must you return with the PRODUCT to get warranty service?
You must:

Return the entire original package and contents, including the PRODUCT, to the service location along with a description
of the malfunction or difficulty; and

Include a “valid proof of purchase” (sales receipt) identifying the PRODUCT purchased (PRODUCT model) and the date of
purchase or receipt; and

Provide your name, complete and correct mailing address, and telephone number.
Appendixes
179
Synapse SB67020 Deskset User’s Guide
7. Other limitations
This 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 manufacturer provides no other warranties for
this PRODUCT. The 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 warranty gives you specific legal rights, and you may also have other rights which vary from
state to state or province to province.
Limitations: 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.
Appendixes
180
Synapse SB67020 Deskset User’s Guide
GLOSSARY
This glossary provides definitions that pertain to the Synapse telephone system.
10/100 Ethernet Port: An Ethernet port that supports two different speeds of Ethernet on the same port. The two speeds
supported are 10Base-T and 100Base-TX.
10Base-T/100Base-TX: An Ethernet network operating at up to 100 megabits per second
active call: An established telephone call that is not on hold
analog: A continuously variable signal
analog 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 port
ATA (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 callers
Aux In: A 3.5 mm jack on the ATA that allows connection to a streaming audio source, such as a radio or MP3 music player. This
jack is typically used to connect a music player for Music on Hold.
Aux 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 call
BYPASS port: An RJ-11 jack on the PSTN Gateway that allows for communication during power outages. Plug an analog
telephone into this jack.
Glossary
181
Synapse SB67020 Deskset User’s Guide
Call Appearance: On the SB67020 Deskset, the Programmable Feature Keys identified as Call Appearance keys on the right side
of the Deskset. On the SB67030/031 Deskset, the five icons on the right side of the Deskset display and the keys and LEDs
associated with those icons. 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 Deck: When there is more than one active call on the optional Cordless Handset, each screen in the Call Deck represents
and provides access to active, ignored, and held calls, and calls that are being dialed. Display each screen by pressing the
or
navigation key.
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 outside phone number
Call screening: Listening to a Voicemail message while it is being recorded
Cat.-5 wiring: A twisted pair data cable commonly used in offices for computer communication
CO (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.
CPT (Call Progress Tones): Audible tones sent from the telephone company central office to indicate the status of phone calls
such as ringback and busy tones
CSU (Channel Service Unit): A line-bridging device that is part of the PSTN, that resides on the customer premises and is
connected to Synapse, and is also used to perform loopback and other tests on T1 connections. This device is typically provided
by the T1 phone service provider.
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 settings
deregister: To remove the association between an SB67030/031 Deskset and a Cordless Handset or Cordless Headset
DHCP (Dynamic Host Configuration Protocol): A network protocol that automatically assigns computer IP addresses
Glossary
182
Synapse SB67020 Deskset User’s Guide
dial pad: The 0 through 9, *, and # keys on the Deskset and the SB67040 Cordless Handset
direct dial: Allows callers to directly dial users' extension numbers after the Auto Attendant answers
Directory: A list of names and phone numbers
Display 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 outside caller to directly dial an extension, bypassing the Auto Attendant and the operator
DND (Do Not Disturb): A feature that suppresses audible ringing and incoming paging at the Deskset
DND ON (DND): An indicator in the top right corner of the Deskset display that illuminates when you turn on the Do Not Disturb
feature
DNS (Domain Name System) server: A server that stores the Domain Name System records, such as address, name server, and
mail exchanger records for a domain name and responds with answers to queries against its database
DSL (Digital Subscriber Line): High-speed Internet service through your telephone line. Telephone lines with DSL service require
DSL filters to separate the telephone and data signals.
DTMF (Dual-Tone Multi-Frequency): Telephone tones commonly known as “touch-tone”
dynamic IP address: An IP address that is automatically assigned by the server
Emergency Bypass Port: The fifth SB67010 PSTN Gateway jack that can provide telephone operation during a power failure
when used with an analog phone
ESD (Electrostatic Discharge): A sudden and momentary electric current that flows between two objects at different electrical
potentials that may cause damage to electronic equipment
ESF (Extended Super Frame): A telecommunication standard for T1 framing that includes a cyclic redundancy check and a
4000 bit/s channel capacity for the data link channel
Ethernet: A type of computer networking technology that connects devices via Local Area Networks (LANs)
Glossary
183
Synapse SB67020 Deskset User’s Guide
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 telephones
extension number: The three-digit or four-digit number representing each individual Deskset
factory default: The original product settings
flash memory: Reprogrammable system storage used for storing software upgrades
FWD ON (FWD): An indicator in the top right corner of the SB67020 Deskset display that appears when the Call Forward feature
has been turned on. This feature causes calls to that extension number to be automatically forwarded to another extension,
outside phone number, or to Voicemail.
FXO (Foreign Exchange Office): The Gateway telephone signaling interface between the PSTN telephone lines and the LAN
FXS station port: A jack on the ATA for connecting non-Synapse analog telephone equipment to the Synapse system
G.711: A digital fax protocol
Gateway: A network device equipped for interfacing with another network that uses different protocols
greeting, preset: The voice message that plays to callers if the user has not recorded an outgoing message
grounding: An electrical ground connection that minimizes interference, reduces the risk of equipment damage due to lightning,
eliminates electrostatic buildup, and helps protect people who service the equipment
Group 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 settings
Hold announcement: A recorded message to play while calls are on hold. It can be combined with music on hold.
Glossary
184
Synapse SB67020 Deskset User’s Guide
hub: A network hub or repeater hub is a device for connecting electronic devices, making them act as a single link
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 extensions
icon: A small picture in the display that presents status information
Idle: The mode of a device when it is not involved in call or call setup activity
interference: Electrical signals close by that cause degraded audio performance for cordless devices
internal call: A phone call placed from one of your Synapse system extensions to another extension
IP address (Internet Protocol address): An individual numeric identification assigned to devices on your LAN
ISDN (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.
IT Controller: Part of a computer network infrastructure that connects different parts of the network, so that different LANs and
subnets can exchange information. Also known as a backbone network or a network backbone.
key beep: When enabled, pressing a key plays a tone
LAN (Local Area Network): A communications network that allows data devices to communicate with each other
LCD (Liquid Crystal Display): The screen that provides instructions and feedback
LED (Light Emitting Diode): A small light on a device that indicates status
link loss: Occurs when the connection between two RF devices fail, such as between the SB67030/031 Deskset and the optional
Cordless Headset or Cordless Handset
link-local address: A local address used for network address creation when no external source of network addressing information
is available
live dial: Dialing after the phone is off hook
Glossary
185
Synapse SB67020 Deskset User’s Guide
MAC address (Media Access Control address): A unique identifier assigned to most network adapters or network interface cards
that is required for registering your devices
main menu, Auto Attendant: The Auto Attendant messages and actions that are available to callers before the callers take
additional actions
MoH (Music on Hold): Music or other audio that plays to an outside caller that has been placed on hold by a Synapse user
multi-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 call
NTP (Network Time Protocol): An Internet standard protocol that assures time synchronization in a computer network
Network Termination Unit (NTU): A device that terminates a network access point
octet: Octets are used in Internet Protocol computer network addresses. These consist of a series of four octets, usually shown
in decimal and separated by dots.
off hook: Indicates that you are on a phone call, have lifted the corded handset, or have pressed SPEAKER or HEADSET to answer
a call or to prepare to place 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 system
on hook: Indicates that no corded handset, speakerphone, Cordless Handset, or corded or Cordless Headset is active
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)
outside call: A phone call between a phone not a part of your Synapse system and an extension within your Synapse system
P2P (Peer-to-Peer): A telecommunication system architecture in which some resources associated with a device are directly
available to other similar system devices
page: Broadcasts your voice to all idle extensions that do not have Do Not Disturb turned on
paging zone: A set of extensions that can be paged as a group
Glossary
186
Synapse SB67020 Deskset User’s Guide
park: A form of hold that allows held calls to be retrieved by any Deskset or the SB67040 Cordless Handset
Park list: The list of unretrieved parked calls
pass code: Another term for password
Personal 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 number
POTS (Plain Old Telephone Service): Basic telephone operation. The ability to make and receive phone calls.
predial: Enter digits before going off hook to place a call
PRI (Primary Rate Interface): A standardized telecommunications service level within the ISDN specification for carrying multiple
voice and data transmissions between a telephone network and a user
PSTN (Public Switched Telephone Network): The world’s telephone network
Quick Dial: Provides two-touch dialing for frequently called phone numbers
quota: The maximum recording time for a Group Mailbox
reboot: Restart a device
Redial: Accesses the log of outgoing calls
RF (radio frequency): The communication channel for most Cordless Handsets and Cordless Headsets
ring 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
router: An electronic device that connects two or more other electronic devices to each other, allowing them to communicate
single-zone paging: Paging to a single set of overhead loudspeakers. All speakers transmit the same announcement
simultaneously.
Glossary
187
Synapse SB67020 Deskset User’s Guide
soft 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.
standby time: The amount of time that a Cordless Handset or Cordless Headset can sit idle out of its charger while still capable
of operating normally
static IP address: An IP address that is manually assigned to a computer by a system administrator. This type of addressing
requires specific knowledge of the LAN.
subnet (subnetwork): Typically a LAN served by one router
subscriber: A user who can access messages in a Group Mailbox
supervised transfer: Occurs when you communicate with the transfer recipient before completing a transferred call
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: (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 devices
T.38: An analog fax protocol that encodes fax-modem codes over VoIP
trunk: A communications connection between the Synapse system and the telephone company
unsupervised 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.
Glossary
188
Synapse SB67020 Deskset User’s Guide
UPS (Uninterruptible Power Supply): A battery-powered emergency power supply device
URL (Uniform Resource Locator): An Internet address
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.
Glossary
189
Download PDF