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

User’s Guide
AT&T SB67020 Deskset
© 2011 Advanced American
rican Telephones. All Rights Reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property licensed to Advanced
American Telephones, San Antonio, TX 78219. Synapse® is a registered trademark of Advanced American Telephones. Issue .0/1
Synapse SB67020 Deskset User’s Guide
CONTENTS
Preface .............................................................................................................. 6
Additional Documentation ................................................................................................................................. 6
Topic Navigation ..................................................................................................................................................... 7
Text Conventions .................................................................................................................................................... 7
Overview........................................................................................................... 8
Synapse System Overview ................................................................................................................................. 9
SB67020 Deskset Description....................................................................................................................... 10
Deskset Hard Keys ............................................................................................................................. 11
Modes of Operation ........................................................................................................................................... 12
Call Appearance Mode .................................................................................................................... 12
Line Appearance Mode.................................................................................................................... 12
Setting Your Password...................................................................................................................................... 13
Soft Keys .................................................................................................................................................................. 14
Scroll Indicators ................................................................................................................................................... 14
Deskset Status Indicators................................................................................................................................ 15
Call Indicators ....................................................................................................................................................... 16
Call Indicators in Call Appearance mode............................................................................... 17
Call Indicators in Line Appearance mode.............................................................................. 18
Call Status Icons ................................................................................................................................. 19
Call Status LEDs .................................................................................................................................. 19
Programmable Feature Keys ......................................................................................................................... 20
Programmable Feature Key LEDs............................................................................................... 21
Dial-Pad Entry ....................................................................................................................................................... 23
Using the Speakerphone.................................................................................................................................. 24
Using Help Screens............................................................................................................................................. 24
About the Auto Attendant .............................................................................................................................. 25
Caller Options ...................................................................................................................................... 25
Outgoing Calls ...............................................................................................26
Active Call Screen ............................................................................................................................................... 27
Predialing................................................................................................................................................................. 28
Live Dialing ............................................................................................................................................................. 29
Making a Call from a List................................................................................................................................. 30
Calling a Busy Extension ................................................................................................................................. 31
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Making an Intercom Call.................................................................................................................................. 32
Calling a Restricted Number.......................................................................................................................... 33
Calling Restricted Numbers on Your Extension .................................................................. 33
Calling Restricted Numbers Using Another Extension .................................................... 33
Incoming Calls ...............................................................................................34
Incoming Call Screen......................................................................................................................................... 35
Incoming Call Indication .................................................................................................................................. 36
Call Appearance Mode .................................................................................................................... 36
Line Appearance Mode.................................................................................................................... 36
Answering a Call.................................................................................................................................................. 37
Ignoring a Call....................................................................................................................................................... 38
Forwarding All Calls ........................................................................................................................................... 39
Call Screening ....................................................................................................................................................... 40
Auto Answering.................................................................................................................................................... 41
Answering Calls in the Call Queue............................................................................................................. 42
Answering Calls from Idle Mode................................................................................................. 42
Viewing the Queued Calls List..................................................................................................... 42
Call Management ..........................................................................................43
Call Management................................................................................................................................................. 44
Putting a Call on Hold (Call Appearance Mode).................................................................................. 45
Putting a Call on Hold (Line Appearance Mode)................................................................................. 46
Transferring a Call............................................................................................................................................... 47
Transferring a call to a busy extension................................................................................... 48
Making a Conference Call ............................................................................................................................... 49
Putting a Conference on Hold..................................................................................................... 50
Ending a Conference ........................................................................................................................ 50
Parking a Call ........................................................................................................................................................ 51
Retrieving a Parked Call ................................................................................................................. 52
Call Management with one Call Appearance........................................................................................ 53
Call Management Using a Headset ............................................................................................................ 54
Accessing Items in Lists ..............................................................................55
Accessing the Queued Calls List ................................................................................................................. 56
Accessing the Park List .................................................................................................................................... 57
Accessing the Extension List ......................................................................................................................... 58
Accessing Quick-Dial Numbers .................................................................................................................... 59
Accessing the Redial List................................................................................................................................. 60
Dialing a Redial Number................................................................................................................. 60
Deleting Redial Entries .................................................................................................................... 61
Searching the Extension or Directory Lists Using the Dial Pad ................................................... 62
Accessing the Held Calls List ........................................................................................................................ 63
Directory .........................................................................................................64
Using the Directory............................................................................................................................................. 65
Viewing and Calling Directory Entries....................................................................................................... 66
Creating a New Personal List Entry ........................................................................................................... 67
Editing a Personal List Entry.......................................................................................................................... 68
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Storing Directory Entries from the Call Log or Redial List............................................................. 69
Deleting a Personal List Entry ...................................................................................................................... 70
Sorting Directory Entries.................................................................................................................................. 71
Voicemail ........................................................................................................72
Voicemail Overview ............................................................................................................................................ 73
Group Mailbox Overview ................................................................................................................ 74
Accessing Your Messages ............................................................................................................................... 76
Message Playback.............................................................................................................................. 77
Calling the Messenger ..................................................................................................................... 78
Forwarding a Message..................................................................................................................... 79
Forwarding a Voicemail Message ...................................................................................... 79
Recording an Introduction to Send with a Forwarded Message........................ 80
Sending a New Message to a Distribution List..................................................................................... 81
Deleting Messages .............................................................................................................................................. 82
New Message Status Indications ................................................................................................................. 83
Accessing Your Voicemail Remotely.......................................................................................................... 84
Call Log ...........................................................................................................87
Using the Call Log .............................................................................................................................................. 88
Managing Missed Calls...................................................................................................................................... 90
Listening to Voicemail From the Call Log.............................................................................. 91
Storing Call Log Entries.................................................................................................................................... 92
Deleting Call Log Entries................................................................................................................................. 93
Paging..............................................................................................................94
Sending a Page..................................................................................................................................................... 95
Deskset Settings ...........................................................................................96
Deskset Menu ........................................................................................................................................................ 97
Features.................................................................................................................................................................... 98
User Settings........................................................................................................................................................100
Greetings ..............................................................................................................................................101
Voicemail Greetings................................................................................................................102
Name Recording.......................................................................................................................104
Call Management .............................................................................................................................105
Call Forward All and Call Forward–No Answer........................................................106
Automatic Answering.............................................................................................................108
Deskset Settings ...............................................................................................................................109
Display...........................................................................................................................................110
Sounds...........................................................................................................................................111
Volume Settings .......................................................................................................................112
Preferred Audio Mode ...........................................................................................................113
Directory Settings.............................................................................................................................114
Setting and Changing Your Password ...................................................................................115
Changing Your Password.....................................................................................................116
Setting the Voicemail to Email Mode.....................................................................................117
Admin Settings....................................................................................................................................................118
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Deskset Information.........................................................................................................................................119
Auto-Attendant Settings ................................................................................................................................120
Using Do Not Disturb (DND) ........................................................................................................................121
Web Interface ............................................................................................. 122
Accessing the Web User Interface (WebUI).........................................................................................123
Error Handling....................................................................................................................................124
Basic Settings ......................................................................................................................................................125
Extension Directory ..........................................................................................................................................127
Quick Dial ..............................................................................................................................................................129
Voicemail Distribution .....................................................................................................................................130
Help ..........................................................................................................................................................................133
Troubleshooting ......................................................................................... 134
Common Troubleshooting Procedures ...................................................................................................135
Display Messages...............................................................................................................................................136
Calls Generally....................................................................................................................................................138
Incoming Calls.....................................................................................................................................................142
Outgoing Calls ....................................................................................................................................................144
Voicemail ...............................................................................................................................................................146
Other Deskset Features..................................................................................................................................149
WebUI......................................................................................................................................................................151
PC/Deskset Interaction ..................................................................................................................................152
Appendixes.................................................................................................. 153
Appendix
Appendix
Appendix
Appendix
A: Soft Keys .....................................................................................................................................153
B: Technical Specifications ......................................................................................................155
C: Maintenance..............................................................................................................................156
D: Important Safety Instructions...........................................................................................157
Glossary ....................................................................................................... 158
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PREFACE
This User’s Guide provides instructions for using your Synapse SB67020 Deskset
telephone with software version 2.0 or newer. See page 119 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 157. 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.
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
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Topic Navigation
This Synapse SB67020 Deskset User’s Guide features easy navigation between topics and
the ability to return to your original topic.
Text in blue indicates a link to another page in the document.
indicates a hyperlink to an external web site.
Bold text in blue
You can also click the arrows at the bottom of the page to move around this document.
Go back to the last page viewed.
Go to the previous page.
Go to the next page.
Text Conventions
Table 1 lists text formats and describes how they are used in this guide.
Table 1.
Description of Text Conventions
Text Format
Description
Screen
Identifies text that appears on a device screen or
a WebUI page in a title, menu, or prompt.
HARD KEY or DIAL-PAD KEY
Identifies a hard key, including the dial-pad keys.
CallFwd
Identifies a soft key.
Preface
Notes provide important information
about a feature or procedure.
Example of a Note.
A caution means that loss of data or
unintended circumstances may result.
Example of a Caution.
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CHAPTER
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 9

“SB67020 Deskset Description” on page 10

“Modes of Operation” on page 12.
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Synapse System Overview
Your Deskset is part of the Synapse System. Synapse differs from conventional telephone
systems in that calls are not coordinated by a central controller. Instead, Synapse uses
a distributed control system over a Local Area Network (LAN). Figure 1 illustrates a
sample system with outside telephone connections in blue and Ethernet cables in red.
Figure 1. Sample Synapse System
Overview
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SB67020 Deskset Description
The key external features of the Deskset are identified in Figure 2 and described in
Table 2.
8
1
2
3
4
7
6
5
Figure 2. Deskset Layout
Table 2
Overview
Deskset Features
1. Liquid Crystal Display (LCD)
Provides controls and information for using the
Deskset.
2. Soft Keys
Three keys that produce different actions,
depending on the LCD labels.
3. Handset
Traditional 2-conductor wiring (FXO—Foreign
Exchange Office Ports).
4. Hard Keys
Fixed-function keys. See “Programmable Feature
Keys” on page 20.
5. Programmable Feature Keys
Provide easy access to various call functions.
6. Display Keys
Control menu functions shown in the display.
7. Navigation
Moves the cursor up (), down (), left (), right
() on the display.
8. Voicemail Indicator
Illuminates when there are new Voicemail
messages.
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Deskset Hard Keys
The hard keys include the standard telephone dial-pad keys and a set of function keys.
The Deskset hard keys are identified in Figure 3 and described in Table 3.
1
2
4
3
5
Figure 3. Deskset Function Keys
Table 3
Overview
Deskset Function Keys
1. VOL+/VOL–
Increases/decreases the ringer and voice volume.
2. HEADSET
Routes audio to corded headset. Can be used to go off hook.
3. HOLD
Puts the current active call on hold. Allows access to other calls
and features while maintaining call connection.
4. MUTE
Mutes the microphone. When on, the other party cannot hear you.
5. SPEAKER
During a call, switches voice to and from the speakerphone. Can be
used to answer or start a call, or to hang up.
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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. 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
Wed Sep 08 11:09AM
Extension Name
Your Extension
EXT 219
John Smith
Number
Name assigned to
3 New Missed Calls
this Deskset
Extension numbers
2 New Messages
may be 3 or 4 digits.
New Missed Calls
Message
Status
Number of new calls whose
Number of new,
call information has not been
unreviewed voice
reviewed. (Call Appearance
messages.
mode only)
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 Synapse Deskset extensions
(Extension 220, for example). You can access each Call Appearance by pressing a
Programmable Feature Key as shown in Figure 2 on page 10. By default, the top two
Programmable Feature Keys on the SB67020 Deskset are Call Appearance keys.
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 “Intercom” calls to other Synapse Deskset extensions.
Other Desksets in the system share these lines and display the line status. Incoming calls
on a line ring at all Desksets that share that line. The Line Appearance key LED indicates
whether a line is ringing, busy, or on hold.
Overview
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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.
Setting Your Password
You can protect your Deskset by setting a password that prevents other users from
accessing your User Settings and Voicemail. If you create a password, you will need to
enter it before accessing User Settings, Voicemail, and the WebUI. You will also need to
enter your password before calling a restricted number. See “Calling a Restricted
Number” on page 33.
For more information, see “Setting and Changing Your Password” on page 115.
Overview
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Soft Keys
Soft keys are a set of three context-sensitive keys that provide functions based on what
you are doing on the Deskset. The top example as illustrated in Figure 5 shows the soft
key labels on the active call screen in Call Appearance mode.
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 153 for an alphabetical list of the labels that appear
above the soft keys.
The top example shows the soft key labels for the soft keys on the active call screen.
The bottom example shows soft keys with
and
that indicate the feature
uses more than three soft keys. To view the additional keys, press  or .
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  and .
Overview
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Deskset Status Indicators
Status indicators appear in the upper right-hand corner of the Deskset display, as shown
in Figure 6 and as described in Table 4.
Status
Indicator Area
Figure 6. Sample Status Indicator
Table 4
Icon
1, 2, 3...
Status Indicators
Status
Indicates the number of the associated Call Appearance or Line
Appearance key.
Audible Ring Delay is 10 seconds. The number indicates the delay you
have set.
FWD
Call Appearance mode only—Call Forward All is ON.
Ringer volume set to zero. The ringer is silent.
Less than five minutes of Voicemail recording time is available.
ANS
Call Appearance mode only—Auto Answer is ON.
DND
Do Not Disturb is ON.
Voicemail is full.
Overview
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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 19.
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 19 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
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Call Indicators in Call Appearance mode
When there are multiple calls in Call Appearance mode,
presence of other calls.
and
icons indicate the
Review calls by pressing  or . Reviewing calls does not access the calls. Press a Call
Appearance key to answer a call or take a call off hold.
While you are on an active call and another call comes in, the incoming call screen takes
over the display. You can:

answer the call by pressing the flashing green Call Appearance key or by
pressing Answer . The previous active call is put on hold.

return to the active call screen by pressing Ignore (ringing is silenced) or by
pressing  or  (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 FwdVM . Your conversation
with the first call continues, but the screen stays with the second call. You can
press:



Clear
or
 or  to return to the first call screen.
Listen to listen to the message that the second caller is leaving. The first
call is put on hold.
Answer to interrupt the second caller’s message and answer the call.
When all the Call Appearances are in use:
Overview

You cannot start a new call by lifting the handset, or by pressing SPEAKER or
HEADSET. Instead, the screen briefly displays Call capacity reached. Park or
end a Call to make a Call Appearance available.

Incoming calls are forwarded according to the Call Forward–No Answer setting
customized by the system administrator. The default setting for Call Forward–No
Answer is Voicemail.
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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 Line Appearance key or by
pressing Answer . The previous active call is put on hold.

return to the active call screen by pressing Ignore .
When all the lines are in use:
Overview

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.
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Call Status Icons
Table 5 shows and describes the call status icons. The number beside an icon indicates
the number of the associated Call Appearance or Line Appearance key. See
“Programmable Feature Keys” on page 20 for a complete description.
Table 5
Icon
Call Status Icons
Status
Icon
Status
Off Hook
Ringing Call and Ignored Call
Indicates that you have lifted the
handset, pressed SPEAKER or
HEADSET, or you are on a phone
call.
Indicates an incoming call.
Conference
Ringing Ring Group or Call Queue Call
and Ignored Ring Group or Call Queue
Call
Indicates a conference call.
Call Appearance mode only—
Indicates incoming Ring Group or Call
Queue calls.
Conference On Hold
On Hold
Indicates you have put a conference
call on hold.
Indicates you have put the call on hold.
Call Screening
Call Forwarded
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.
Indicates an internal call forwarded
beyond your originally dialed number.
Call Status LEDs
The Call Status LEDs flash to indicate call status as described in Table 6.
Table 6
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
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Programmable Feature Keys
The Deskset has ten Programmable Feature keys as shown in Figure 2 on page 10. In
Call Appearance mode, key 1 (top) is a Call Appearance, and is not programmable. Your
system administrator can program the other nine keys to be used as Call Appearances,
function keys, or Quick-Dial keys. See “Quick Dial” on page 129 to add Quick Dial entries.
In Line Appearance mode, key 10 (bottom) is an Intercom key, and is not programmable.
Press this key to call another extension. Your system administrator can program the
other nine keys to access external lines or for other functions, including Quick Dial.
Table 7 and Table 8 list the default functions for the Programmable Feature keys in Call
Appearance mode and Line Appearance mode. Your key assignments may be different.
Table 9 on page 21 has a complete list of possible Programmable Feature Key
assignments.
Table 7
Key
Programmable Feature Key Default Functions (Call Appearance Mode)
Function Label
a
For more information, see...
1
Call 1
2
Call 2
3
Park List
“Accessing the Park List” on page 57
4
Page
“Sending a Page” on page 95
5
Do Not Disturb
“Using Do Not Disturb (DND)” on page 121
6
Call Forward All
“Call Forward All and Call Forward–No Answer” on
page 106
7
Redial
“Accessing the Redial List” on page 60
8
Directory
“Using the Directory” on page 65
9
Call Log
“Using the Call Log” on page 88
Messages
“Voicemail Overview” on page 73
10
“Call Indicators” on page 16
a. Non-programmable.
Table 8
Key
Programmable Feature Key Default Functions (Line Appearance Mode)
Function Label
For more information, see...
1
Line 1
“Line Appearance Mode” on page 12
2
Line 2
3
Line 3
4
Line 4
5
Page
“Sending a Page” on page 95
6
Redial
“Accessing the Redial List” on page 60
7
Directory
“Using the Directory” on page 65
8
Call Log
“Using the Call Log” on page 88
9
Messages
“Voicemail Overview” on page 73
10
Intercoma
“Making an Intercom Call” on page 32
a. Non-programmable.
Overview
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Programmable Feature Key LEDs
The Programmable Feature Key have two-color LEDs to signal the status of some
functions. The LED flash patterns indicate call and feature status as described in Table 9.
Table 9
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
Call Forward All (Call Appearance
mode only)
Off
Call Fwd All OFF
Steady ORANGE
Call Fwd All ON
Redial
Off
Not applicable
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
Call Queue (Call Appearance mode
only)
Off
No calls waiting
Slowly Flashing ORANGE
One or more calls in the queue
Auto Attendant (Call Appearance
mode only)
Off
Not applicable
Quick Dial
Off
Not applicable
Held Calls List (Line Appearance mode
only)
Off
Not applicable
Do Not Disturb
Messages
Overview
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Table 9
Back to Contents
Programmable Feature Keys LED Activity (Continued)
Key
LED Activity
Description
Intercom (Line Appearance mode only)
Steady GREEN
Active call
Quickly flashing GREEN
Incoming call
Slowly flashing GREEN
Held call
Off
Not applicable
Help
Overview
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Dial-Pad Entry
Use the dial-pad keys to enter letters and numbers into a text field. Keys 2, 3, 4, 5, 6,
and 8 have three assigned letters, while keys 7 and 9 have four assigned letters, as
shown in Figure 8.
GHI
1
ABC
2
DEF
3
4
JKL
5
MNO
6
7
TUV
8
WXYZ
9
PQRS
*
OPER
0
#
Figure 8. Dial Pad
Pressing 1 once enters a space; pressing it twice enters a 1.
Pressing a key numbered 2 to 9 enters characters in the following order:
1.
Upper-case letters.
2.
Key number.
3.
Lower-case letters.
For example, pressing 2 cycles through A, B, C, 2, a, b, c. Pressing 7 cycles through P, Q,
R, S, 7, p, q, r, s.
For text fields that accept only numbers, pressing a key once enters a number.
You can enter special characters by pressing the # and * keys.
Overview

Press # to cycle through the special characters # & ‘ , – . @ (in that order).

Press * to cycle through the special characters ! ( ) * + ? (in that order).
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Using the Speakerphone
When the speakerphone is active, the SPEAKER key is lit.
To use the speakerphone:
1.
To initiate a call, press SPEAKER. The key becomes backlit and you hear a dial tone.
Begin dialing.
2.
To end a call, press SPEAKER. The key backlight goes out.
During an active call, if you are using the handset or a corded headset, pressing SPEAKER
switches audio to the speakerphone. If the handset is not “hung up,” pressing SPEAKER
switches audio between the handset and the speakerphone.
Using Help 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.
Line Appearance mode—Press MENU, then 1, and then 8.
A menu of help items appears.
Overview
 and  to scroll to the desired help item.
2.
Press
3.
Press SELECT.
4.
Press CANCEL to return to the previous menu.
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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-pad keys.
When the Auto Attendant is disabled, all outside calls go to the system operator or to a
target that the system administrator assigns, 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 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 touch-tone phone's dial pad to spell your name,
followed by pressing the pound (#) sign, to reach your extension.
Overview
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CHAPTER
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 27

“Predialing” on page 28

“Live Dialing” on page 29

“Making a Call from a List” on page 30

“Calling a Busy Extension” on page 31

“Making an Intercom Call” on page 32.
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Active Call Screen
The Active Call screen, as shown in Figure 9, appears while you are on a call.
Call Timer
Called Phone
Number
0:05
9-232-555-0176
Transfer
Conf
1
Call-Status Icon
Park
Figure 9. Active Call Screen (Call Appearance Mode Shown)
Table 10.
Outgoing Calls
Active Call Screen Description
Key
Description
Transfer
Call Appearance mode only—Begins transfer of a call.
Conf
Begins a conference call.
Park
Call Appearance mode only—Parks a call (external calls only).
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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.
Using the dial pad, enter the phone number (for example: 9-232-555-0176). The
predial screen appears.
9-232-555-0176
Store
Pause
Backspc
For outside calls, dial 9 or whatever digit, if any, that must be dialed first.
The hyphens appear automatically.
Before you call the number, you can press:
2.
Outgoing Calls
to store the number in your Personal list.

Store

Pause to insert a two-second pause into the phone number.

Backspc to delete the last digit entered.

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.
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Live Dialing
You can make a call by going off hook, then dialing a phone number.
To dial a live number:
1.
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.

Call Appearance mode only—For outside calls, enter 9 or whatever digit, if any,
that must be dialed first.
1
9-232-5
ExtList

ParkList
Page
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 (Call Appearance mode shown).
0:05
9-232-555-0176
Transfer
Outgoing Calls
29
Conf
1
Park
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Making a Call from a List
To make a call from a list:
1.
Access the desired list entry. For example, in Call Appearance mode, press MENU,
then 1, and then 7. The Directory screen appears. See “Accessing Items in Lists” on
page 55.
New
LastNme
Call
 or  until the desired entry appears.
2.
Press
3.
Press Call or SELECT to dial the displayed number. The Deskset dials the number
and the Active Call screen appears (Call Appearance mode shown).
!
Transfer
Conf
1
Park
Phone numbers are dialed as they appear in the lists. Call Appearance
mode only—For outside calls, enter 9 or whatever digit, if any, that must be
dialed before the phone number. When you dial from the Call Log, any
required outside calling prefix is automatically added.
Outgoing Calls
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Calling a Busy Extension
If you call an extension that is on a call or busy, your Deskset displays the Extension
Status screen, shown in Figure 10. The Extension Status screen notifies you that the other
party may not be available to answer your call. When the Extension Status screen
appears, you can choose to call the other Deskset anyway, or go directly to the Deskset’s
voicemail.
The Extension Status screen applies to internal calls in Call Appearance mode
only.
If the other extension is on an active call or is paging, the Extension Status reads on a
call.
If the other extension has Do Not Disturb ON, the Extension Status reads Busy.
Extension with Active Call or Paging
Extension with DND ON
Figure 10. Extension Status Screens
When the Extension Status screen appears, you can press:
Outgoing Calls

Continue to call the other extension. Your incoming call appears on the other
Deskset’s screen, and the other party can answer your call if they wish.

Go Vmail to go directly to the other extension’s Personal Mailbox. If you leave a
message, the other extension displays a New Message notification on the
Deskset Idle screen.

CANCEL or hang up using the handset or SPEAKER key to return your Deskset
to the previous screen.
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Making an Intercom Call
Intercom Calls apply to Line Appearance mode only.
In Line Appearance mode, your Deskset uses an outside line any time you go off hook by
lifting the handset, pressing SPEAKER, or by some other method. To make an internal
(extension-to-extension) call, you must press the Intercom key. By default, Programmable
Feature Key 10 is an Intercom key, as shown in Figure 11, but your system administrator
can configure additional Intercom keys to give you more Intercom lines.
Figure 11. Intercom Programmable Feature Key
To make an intercom call:
1.
With the Deskset in Idle mode, go off hook by lifting the handset, pressing SPEAKER,
or by some other method.
2.
Press the INTERCOM key, then dial the extension number.
Instead of dialing after pressing the INTERCOM key, you can press ExtList ,
highlight the desired extension number, then press SELECT to dial the number.
3.
Outgoing Calls
When your Intercom call is answered, the Active Call screen appears.
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Calling a Restricted Number
Call Restriction Settings apply to Call Appearance mode only.
Your system administrator can configure Call Restriction settings that may prohibit you
from making calls to certain types of numbers — international long-distance numbers,
for example.
Call Restriction settings are specific to each extension in the system. For example, your
extension may have no call restrictions, but other users may be restricted to making only
local calls from their Desksets.
You can always answer and transfer incoming calls from restricted numbers.
To call a restricted number, you must create a User Password on the User Settings menu
or the WebUI. To create a User Password, see “Setting and Changing Your Password” on
page 191 or “Basic Settings” on page 206.
Calling Restricted Numbers on Your Extension
You cannot complete a call to a number that the system administrator restricted for your
Deskset. If you dial a restricted number and go off hook, a password screen appears. After
you enter your extension number and password, the Restricted Call screen appears, as
shown in Figure 12.
SELECT
Figure 12. Restricted Call
You can press CANCEL or hang up to return to the Idle screen immediately.
Calling Restricted Numbers Using Another Extension
If you need to use someone else’s Deskset to call a number that is restricted on that
Deskset, you can enter your Extension number and User Password to complete the call.
To make a restricted call:
1.
On a Synapse Deskset other than your own, dial the number as described in
“Predialing” on page 28 or “Live Dialing” on page 29.
If the number is restricted on the Deskset, the Restricted Call screen appears as
shown in Figure 12.
2.
Enter your own extension number and user password.
If the dialed number is not restricted for your extension number, the Deskset dials
the number.
Outgoing Calls
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CHAPTER
3
INCOMING CALLS
When a call comes in, the Deskset rings and the incoming call information appears as
shown in Figure 13 on page 35. The screen displays the caller’s name and number (if
available). If there is more than one incoming call, the new calls are assigned to Call
Appearance/Line Appearance keys while the oldest call remains on the screen. You can
answer or ignore each call.
The procedures in this chapter apply to both Call Appearance and Line Appearance
mode, unless otherwise noted.
The following sections describe handling incoming calls:
Incoming Calls

“Incoming Call Screen” on page 35

“Incoming Call Indication” on page 36

“Answering a Call” on page 37

“Ignoring a Call” on page 38

“Forwarding All Calls” on page 39

“Call Screening” on page 40

“Auto Answering” on page 41.
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Incoming Call Screen
The Incoming Call and Active Call screens are shown in Figure 13.
Press Answer
Active Call
Incoming Call
Figure 13. Incoming Call and Active Call
.
Table 11.
Key
Incoming Calls
Incoming Call Screen Soft Keys
Description
Answer
Answers incoming call.
Ignore
Silences ringer during incoming call.
FwdVM
Call Appearance mode only—Forwards incoming call to Voicemail.
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Incoming Call Indication
When there is an incoming call, the Deskset rings. See “Sounds” on page 111.
Do Not Disturb and Ring Delay both affect the onset of ringing. See “Using Do
Not Disturb (DND)” on page 121 and “Sounds” on page 111.
Call Appearance Mode
When there are no active or held calls, an Incoming Call screen appears, as shown in
Figure 14.
Graham Bell
232-555-0176
Answ er
Ignore
RG: Sales
Graham Bell
232-555-0176
Answ er
Ignore
1
Fw dVM
1
Incoming Call to a Ring Group
Incoming Call
Figure 14. Incoming Call Screens (Call Appearance Mode)
If your extension is part of a Ring Group, a group of extensions may ring all at once or
in a sequence for the same call.
If you receive a call while you are on an active call or live dialing, the new Incoming Call
screen is displayed.
To switch to one of the other calls:
 or  and then SELECT.

Press

Press the associated Call Appearance key.
Line Appearance Mode
When there are no active or held calls, an Incoming Call screen appears as shown in
Figure 15 (the FwdVM soft key does not appear).
Graham Bell
232-555-0176
Answ er
Ignore
1
Fw dVM
Figure 15. Incoming Call Screen (Line Appearance Mode)
If someone at another Deskset answers the call, your Deskset returns to Idle mode.
If your company has caller ID, the Incoming Call screen displays caller information. If
the caller ID information is absent because it is unavailable, UNKNOWN NAME and
UNKNOWN NUMBER display. If the caller chooses not to send the information, PRIVATE
NAME and PRIVATE NUMBER display.
Incoming Calls
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Answering a Call
To answer a call:
To answer an incoming call, do one of the following:

Lift the handset.

Press Answer to answer using the Preferred Audio method. See “Preferred
Audio Mode” on page 113.

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 54.

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 Ignore .
The active call screen appears (Call Appearance mode shown).
0:05
Graham Bell
232-555-0176
Transfer
Conf
1
Park
If you are listening to Voicemail when a call comes in, press Ignore or (in Call
Appearance mode) FwdVM 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 41.
Once you answer a call:
Incoming Calls

Previous active calls are automatically put on hold.

If you were predialing, that call is canceled.
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Ignoring a Call
You can ignore an incoming call by pressing Ignore 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 Ignore 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
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Forwarding All Calls
This feature applies to Call Appearance mode only.
You can forward all incoming calls to the destination that you specified in the User
Settings. See “Call Forward All and Call Forward–No Answer” on page 106.
To forward all calls:
Press MENU, then 1, and then 6.

The Call Forward icon (FWD) appears.
"$
%&
'
!() +"
-RKQ6PLWK(;7
1HZ 0LVVHG&DOOV
1HZ 0HVVDJHV

Incoming Calls
Press MENU, then 1, and then 6 again to cancel forwarding all calls.
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Call Screening
This feature applies to Call Appearance mode only.
When an incoming call goes to Voicemail, the Message icon (
) indicates that
recording is in progress. You can listen to the recording in progress and interrupt it at
any time by answering the call. If another incoming call occurs while screening a call, the
Deskset screen displays the new call.
To screen a call:

Press Listen to listen to a message that is being recorded. The Listen soft
key changes to Stop .
Press Listen
Graham Bell
232-555-0176
Answ er
Clear
Incoming Calls
1
Graham Bell
232-555-0176
Answ er
Clear
Listen
1
Stop

Press Answer to interrupt the recording and talk to the caller.

Press Clear
screen.
to cancel call screening for this call and return to the previous

Press
to stop listening to the message being recorded.
Stop
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Auto Answering
This feature applies to Call Appearance mode only.
You can set your Deskset to answer calls automatically, without your having to touch the
phone to answer. When you enable Auto Answer, ANS appears at the top of the Deskset
screen as shown in Figure 16 unless DND and FWD are active, since Auto Answer is
disabled when they are on.
ANS
Wed Sep 08 11:09AM
John Smith
EXT 219
3 New Missed Calls
2 New Messages
Figure 16. Auto Answer Enabled
To respond to an Auto Answered call:
In Idle mode, all incoming calls ring for the amount of time specified in the Auto Answer
Delay. See “Automatic Answering” on page 108. After the last ring, a two-second
notification screen appears, and you hear a warning tone.
0:05
AA
1
Graham
Bell
Call
Answ ered.
9-800-216-2007
Speak after the tone.
Transfer
Conf
Park
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 106.
If there are multiple incoming calls, Auto Answer applies to the first (oldest) incoming
call. Subsequent incoming calls are handled according to the Call Forward–No Answer
setting.
Auto Answer does not apply to Ring Group calls.
Incoming Calls
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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.
Answering Calls from Idle Mode
When your Deskset is idle, incoming Call Queue calls ring at your extension and at all
other idle Call Queue extensions.
To answer a call in the Call Queue:
1.
Answer incoming Call Queue calls as described in “Answering a Call” on page 37.
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 106) do not apply to calls that are directed to Call Queue extensions.
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.
Viewing the Queued Calls List
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. You can view and answer
queued calls from the Queued Calls list. For more information, see “Accessing the
Queued Calls List” on page 56.
Incoming Calls
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CHAPTER
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.
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 44

“Putting a Call on Hold (Call Appearance Mode)” on page 45

“Putting a Call on Hold (Line Appearance Mode)” on page 46

“Transferring a Call” on page 47

“Making a Conference Call” on page 49

“Parking a Call” on page 51

“Call Management with one Call Appearance” on page 53

“Call Management Using a Headset” on page 54.
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Call Management
Call Management begins with the Active Call screen shown in Figure 17. The Call Status
icons are described in “Call Status Icons” on page 19.
Figure 17. Active Call Screen (Call Appearance Mode Shown)
Table 12
Active Call Screen Description
Key
Description
Transfer
Call Appearance mode only—Begins transfer of a call.
Call Management
Conf
Begins a conference call.
Park
Call Appearance mode only—Parks a call.
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Putting a Call on Hold (Call Appearance Mode)
To hold calls and manage held calls:
1.
When you are on an active call, press HOLD.

The Held Call Appearance icon
appears.
0:27
Graham Bell
232-555-0176
Transfer
Conf
Park

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:

2.
1
Transfer to start transferring the call

Conf
to start a conference call

Park
to park the call.
To take the call off hold, 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
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Putting a Call on Hold (Line Appearance Mode)
In Line Appearance mode, all Desksets that share assigned lines can view held calls and
take calls off hold.
To hold calls and manage held calls:
1.
2.
Call Management
When you are on an active call, press HOLD.

The Held Call icon
appears and the Line Appearance LED flashes green.

On other Desksets that are assigned that line, the Line Appearance LED flashes
orange. Someone at any other Deskset assigned that line can press the flashing
orange Line Appearance key to take the call off hold, making it an active call on
their Deskset.

All Desksets, including those that are not assigned that line, can view and take
your call off hold from the Held Calls list. See “Accessing the Held Calls List” on
page 63.

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 Conf
See “Making a Conference Call” on page 49.
to start a conference call.
To take the call off hold, press the Line Appearance key for that call.
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Transferring a Call
This section applies to Call Appearance mode only. To make calls available to
other Desksets when your system is in Line Appearance mode, put a call on hold.
Someone at another Deskset can retrieve the call if that line has been assigned
to their Deskset as described in “Putting a Call on Hold (Line Appearance Mode)”
on page 46. To view and access held calls on all lines, see “Accessing the Held
Calls List” on page 63.
You can transfer an active or a held call to an internal extension or outside number.
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 outside number only if this function has been enabled by
your system administrator. The call transfer function is enabled by default.
You can also transfer a call directly to voicemail by selecting an extension, Group Mailbox
(if available), or your Personal Mailbox.
To transfer a call:
1.
Press Transfer from the Active Call screen. The call is automatically put on hold and
the Transfer Setup screen appears.
Press Transfer
2.
Select a transfer target. You can:

dial an outside number (as shown below) or an extension, or make a call from a
list. See “Outgoing Calls” on page 43. Go to Step 3.

transfer the call directly to voicemail by pressing MBList to select a Personal
or Group Mailbox, or by pressing VMList to select an extension. Go to Step 4.
232-555-01
Ext List
3.
Call Management
0:05
Aw aiting Transfer...
232-555-0176
([W/LVW
3DUN/LVW
0%/LVW
Park List
2
Page
When the new call is established, you are ready to transfer the first call. You can:

speak to the person to whom you are transferring the call and announce the
transfer.

cancel the Transfer Setup screen on the first call by selecting the first call and
pressing CANCEL. The call remains on hold.
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0:08
202
2
Transfer
4.
To complete the transfer, press Transfer . A Call Transferred screen appears for
two seconds. When the transfer is complete, the screen returns to Idle mode.
Call Transferred.
Transferring a call to a busy extension
If you try to transfer a call to an extension in your office that is on an active call or is
paging, the Extension Status screen reads on a call, as shown in Figure 18.
If the other extension has Do Not Disturb ON, the Extension Status screen reads Busy,
as shown in Figure 18.
Extension with Active Call or Paging
Extension with DND ON
Figure 18. Extension Status Screens
You can press:


Continue to call the other extension. Your incoming call appears on the other
Deskset’s screen, and the other party can answer your call if they wish.
Xfer VM to transfer the waiting party directly to the other extension’s Personal
Mailbox.
Call Management
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Making a Conference Call
You can set up a conference call with yourself and two telephone numbers (either
internal, outside, or with both). The pictures below show Call Appearance mode, but the
procedure is the same in Line Appearance mode.
To make a conference call:
1.
Press Conf from an Active Call screen. The call is automatically put on hold and
the Conference Setup screen appears.
Press
2.
0:05
Waiting to Join...
232-555-0176
Extlist
ParkList
Conf
1
Establish a second call. You can dial the second call normally, as shown below, or
you can select a held call and take it off hold, or you can start the second call from
a list. See “Accessing Items in Lists” on page 55.
9-1-732-555-73
2
When the second call has been established, the
0:03
9-1-732-555-7318
Join
soft key appears.
2
Join
3.
To join the calls, press
Join
.
Your extension is now in conference with the other two phone numbers.
0:15
9-1-732-555-7318
Drop
2
EndConf
If you hang up while on the conference, the conference ends. If you make or answer
another call, the conference continues without you. You can rejoin by pressing a
corresponding Call Appearance or Line Appearance key.
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Putting a Conference on Hold
The pictures below show Call Appearance mode, but the procedure is the same in Line
Appearance mode.
To put a conference on hold:
1.
Press HOLD.
The other callers can continue communicating with each other. The held conference
icon indicates a held conference.
0:15
9-1-732-555-7318
Conf
2
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.
To take a conference call off hold:
1.
Press a corresponding Call Appearance or Line Appearance key.
Ending a Conference
To end a conference:
From the Conference screen, you can press:

EndConf to end the conference. Both calls hang up and your Deskset returns to
the Idle screen or the Call Appearance or Line Appearance you were on before
the conference call.

 or  (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.
Call Management
50
Drop
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Parking a Call
This feature applies to Call Appearance mode only.
Parking a call is similar to putting a call on Hold, but any extension on the system can
retrieve a parked call. You can park outside calls only.
To park a call:
1.
Press
2.
Press
 or  to display the active or held outside call you want to park.
Park
.
0:05
Graham Bell
232-555-0176
Transfer
Conf
1
Park
The Call parked screen appears for five seconds, then the Idle screen appears.
Call parked on
Extension 101.
If no one retrieves the parked call within three minutes, your Deskset rings and the
parked call appears. To answer the call, press Answer .
[PARKED CALL]
Graham Bell
232-555-0176
Answ er Fw dVM
Call Management
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1
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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.
OR
1.
Press MENU, then 1, and then 2 to display the Park List screen.
,
-.
Retrieve
 or  to display the desired entry.
2.
Press
3.
Press Retrieve to retrieve the parked call. The Active Call screen appears.
0:34
Graham Bell
232-555-0176
Transfer
Conf
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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 Call Appearance is occupied, you cannot dial or predial.

When the Call Appearance is occupied, if you attempt to call a number from a
list (such as the Call Log), or if you attempt to transfer a call or start a conference
call, a screen such as the Call capacity reached screen appears.
Call capacity reached.
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Call Management Using a Headset
You can use a corded or cordless headset with the SB67020 Deskset if it is plugged into
the jack on the back of the Deskset. The cordless headset must provide its own wireless
radio.
To use a Headset:

From Idle mode or during a call, press HEADSET.
If you have a headset connected and turned on, then the headset becomes
active.

To return audio to the Deskset (speakerphone or handset), press HEADSET.
You cannot use the Deskset HEADSET key to control the audio of headsets.
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CHAPTER
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:

Call Queue List — See “Accessing the Queued Calls List” on page 56

Park List — See “Accessing the Park List” on page 57

Voicemail List — See Chapter 7, “Voicemail” on page 72

Directory List — See Chapter 6, “Directory” on page 64

Call Log — See Chapter 8, “Call Log” on page 87

Extension List — See “Accessing the Extension List” on page 58

Quick Dial — See “Accessing Quick-Dial Numbers” on page 59

Redial List — See “Accessing the Redial List” on page 60

Held Calls List – See “Accessing the Held Calls List” on page 63.
Accessing Items in Lists
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Accessing the Queued Calls List
This feature applies to Call Appearance mode only.
The system administrator can configure the system to forward Incoming Calls to the Call
Queue. The Queued Calls list contains unanswered calls. If the system administrator has
assigned your extension to the Call Queue, queued calls ring at your extension when your
extension becomes idle. You can also view and answer queued calls from the Queued
Calls list.
Your system administrator can set up a Programmable Feature Key as a Call Queue key.
The Call Queue key LED flashes orange slowly when there are calls waiting in the Call
Queue. You can press the key to access the Queued Calls list.
To access the Queued Calls list:
1.
Press MENU, then 1, and then 1. The Queued Calls list appears.
Queued Calls: 2
Graham Bell
Charlie Johnson
Retrieve
Details
3:32
1:04
The oldest queued call is at the top of the list.
2.
Press
3.
Press:


 or  to highlight the desired entry.
Retrieve or SELECT to answer the queued call.
Details to view the caller’s phone number.
!
+
/
!
Retrieve

Accessing Items in Lists
CANCEL to return to the Queued Calls list without answering the call.
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Accessing the Park List
This feature applies to Call Appearance mode only.
Use the Park List screen to access parked calls from any extension. See “Parking a Call”
on page 51.
Your Deskset may have a Programmable Feature Key set up as a Park List key. You can
press the key to access the Park List.
To access an entry in the Park List:
1.
Press MENU, then 1, and then 2. The Park List appears.
,
-.
Retrieve
 or  until the desired entry is on the screen.
2.
Press
3.
Press Retrieve or SELECT to answer the parked call.
Press CANCEL at any time to return to the Idle screen.
Accessing Items in Lists
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Accessing the Extension List
You can access the Extension List as part of the Directory when the phone is idle. See
“Using the Directory” on page 65. When you go off-hook, you can access the Extension
List using the ExtList soft key that appears.
To access the Extension List:
1.
Call Appearance mode: Lift the receiver or press SPEAKER to go off hook.
Line Appearance mode: Lift the receiver or press SPEAKER, then press the
Intercom key.
The Dialing screen appears (Call Appearance mode shown).
1
ExtList
2.
ParkList
Page
Press ExtList . The Extension List appears.
:;.;
-.
)
" .
<$
=
(;>
);
 or  until you highlight the desired entry.
3.
Press
4.
Press SELECT to call the highlighted extension.
You can also access the Extension list from the following:
Accessing Items in Lists

Transfer — Call Appearance mode only. See “Transferring a Call”
on page 47.

Conference Setup — See “Making a Conference Call” on page 49.
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Accessing Quick-Dial Numbers
Your system administrator can set some of the Deskset Programmable Feature Keys as
Quick-Dial keys for numbers that you frequently call. The Programmable Feature Keys
are shown in Figure 2 on page 10 (Call Appearance mode shown). Quick Dial numbers
are available in Call Appearance mode and Line Appearance mode.
If your system administrator has configured your Deskset with Quick-Dial keys, you can
add and edit Quick-Dial entries from the WebUI. See “Quick Dial” on page 129.
To access and dial Quick-Dial numbers:
1.
Press a Quick-Dial button to dial the number associated with that button.
The call appears (Call Appearance mode shown).
0:05
ABC Accountants
9-1-604-555-0182
Transfer
Conf
Accessing Items in Lists
59
1
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Accessing the Redial List
The last 20 phone numbers that you dialed are recorded in the Redial list, as shown in
Figure 19 and described in Table 13.
Number, time
and date
$
9-232-555-0176
11:15a Oct 20
Store
Delete
Callback
Figure 19. Redial List
Table 13.
Key
Redial List Function
Description
Store
Delete
Stores the caller’s number in the Personal list. You can also enter the
caller’s name.
Deletes the entry.
Callback Allows you to dial the number or store the caller’s number in the Personal
list.
DelAll
Deletes all entries.
Dialing a Redial Number
To dial a Redial number:
1.
Call Appearance mode—Press MENU, then 1, and then 9.
Line Appearance mode—Press MENU, then 1, and then 7.
The Redial list appears.
$
9-232-555-0176
11:15a Oct 20
Store
Delete
Callback
 or  until you see the desired entry.
2.
Press
3.
Press SELECT to redial the number, or press Callback to:

redial the number by pressing
Call
.
=
,
Call
Store

Accessing Items in Lists
store the caller’s number by pressing
appears with the number filled in.
60
Store
. The Store Redial Entry screen
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
If necessary, enter the caller’s first and last names. Press
cursor to the Last Name and Phone # entries.

Press
Save
 to move the
to save the entry.
The system does not check for duplicate entries.
4.
Press CANCEL to exit the Redial list.
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:
 or  until you see the desired entry.
1.
In the Redial list, press
2.
Press Delete .
3.
Press CANCEL to exit the Redial list.
To delete all Redial entries:
1.
In the Redial list, press
 or  to display the
DelAll
$
!
/
DelAll
2.
Press DelAll . A confirmation screen appears.
Are you sure you w ant to
delete all entries?
Yes
3.
Press
4.
Press CANCEL to exit the Redial list.
Accessing Items in Lists
Yes
to confirm deletion.
61
No
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Searching the Extension or Directory Lists Using the Dial Pad
Use the dial pad to get to the first entry that starts with any letter.
To search for a list entry:
1.
Select a list to search, such as the Directory.
New
LastNme
Call
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 23 for information on entering other individual
letters. This searching function uses only the uppercase letters.
When an exact match is found, the entry appears.
$
%;>
1HZ
/DVW1PH
&DOO
If you enter a letter and the Deskset cannot find an exact match, the Deskset displays
the entry with the next closest alphabetical match.
Accessing Items in Lists
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Accessing the Held Calls List
This feature applies to Line Appearance mode only.
When you or anyone else in your office puts an external call on hold, the call is displayed
in the Held Calls List. From the Held Calls List, you can view and retrieve any held call in
the system.
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.
 or  to highlight the desired call.
2.
Press
3.
Press SELECT to retrieve the call.
The call becomes active on your Intercom line. Any previous active call on your
Deskset goes on hold.
If you put 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
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CHAPTER
6
DIRECTORY
The Synapse system provides three Directory lists. By default, the system displays entries
from all three lists. See “To view and call Directory entries:” on page 66 to learn how you
can limit this display to one of the three lists.
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 view and sort this directory, but you cannot modify it.

Extension — This is a list of all extensions in the system. It contains the Display
Names that the administrator entered and the extension number of each
Deskset. You can view and sort this directory, but you cannot modify it.

“Using the Directory” on page 65

“Viewing and Calling Directory Entries” on page 66

“Creating a New Personal List Entry” on page 67

“Editing a Personal List Entry” on page 68

“Storing Directory Entries from the Call Log or Redial List” on page 69

“Sorting Directory Entries” on page 71.
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Using the Directory
Access the Directory by pressing MENU, then 1, and then 7 (Call Appearance mode) or
MENU, then 1, and then 5 (Line Appearance mode) to display the screen shown in
Figure 20 and described in Table 14.
Full name
and number
displayed.
New
LastNme
Call
Entry type
(Personal, System,
or Extension).
Figure 20. Directory
Table 14.
Key
Directory Screen Description
Description
New
Creates a new entry in the Personal list.
Edit
Allows you to change previously entered information.
FirstNme
Switches between first and last name sort in Directory and Extension list.
LastNme
Call
Settings
Delete
Directory
Dials the on-screen number.
Displays a list of Directory settings.
Deletes the entry.
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Viewing and Calling Directory Entries
By default, the Directory screen displays entries from all three Directory lists—Personal,
System, and Extension. You can change the Directory settings to view any combination
of the lists. Within a list, you can press a dial-pad key to see the first name that starts
with the first letter on that key. If there is no match, the Deskset displays the next entry
in the alphabetical list.
To view and call Directory entries:
1.
Call Appearance mode: Press MENU, then 1, and then 7.
Line Appearance mode: Press MENU, then 1, and then 5.
The Directory list appears.
New
LastNme
Call
If the Directory is empty, only
New
and
Call
appear.
 or  to show the desired entry.
2.
Press
3.
Press SELECT to dial the displayed phone number.
To change Directory settings:
 or  to display the
1.
From the Directory list, press
Settings soft key.
2.
Press Settings to display the Directory Settings screen.
%;>.
.;!
?$
%. !
@%A B
:C
-.!
@%A B
3.
Press  or  to highlight the desired list, and press
Hide. Show all lists by setting all three to Show.
 or  to select Show or
OR
Press  or  to highlight Sort Order, and press  or  to select the default sort
order.
%;>.
%. !
@%A B
:C
-.!
@%A B %
/$!
+D 4.
Directory
Changes are saved immediately. Press CANCEL to return to the Directory screen.
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Creating a New Personal List Entry
You can add up to 50 personal entries to the Directory. These personal entries are only
visible at your extension.
To create a new Personal list entry:
1.
Call Appearance mode—Press MENU, then 1, and then 7.
Line Appearance mode—Press MENU, then 1, and then 5.
The Directory appears.
2.
Press New to display the Personal Entry screen with the cursor positioned in the
First Name field.
First Nam e:
Last Nam e:
Phone #:
Save
3.
Edit the First Name, Last Name, and Phone # fields using the dial pad. 
See “Dial-Pad Entry” on page 23. 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:
5.
Directory
Backspc

Press
 or  to move the cursor.

Press
 or  to move to the previous or next field.

Press Backspc to erase the highlighted character if there is one, or else the
character before the cursor.

Press Pause 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
Save
. The Directory appears.
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Editing a Personal List Entry
You can edit any Personal list entry while viewing the Directory.
To edit a Personal list entry:
1.
Call Appearance mode—Press MENU, then 1, and then 7.
Line Appearance mode—Press MENU, then 1, and then 5.
The Directory appears.
2.
Press
3.
Press
 or  to display a Personal entry.
Edit
. The Personal Entry edit screen appears.
First Nam e: Graham
Last Nam e: Bell
Phone #: 9-232-555-0176
Save
Backspc
The Edit key is not available when a System or Extension entry
appears in the Directory list.
4.
Edit the First Name, Last Name, and Phone # fields using the dial pad, as shown
below. See “Dial-Pad Entry” on page 23. The name text fields are limited to 20
characters each and the number field is limited to 32 digits.
First Nam e: Graham
Last Nam e: Bell
Phone #: 9-232-555-0
Save
Pause
Backspc
5.
When editing the entry, you have the following options:


6.
Directory
 or  to move the cursor.
Press  or  to move to the previous or next field.
Press

Press Backspc to erase the highlighted character if there is one, or else the
character before the cursor.

Press Pause 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
Save
. The Directory appears.
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Storing Directory Entries from the Call Log or Redial List
To store a Call Log or Redial entry into your Personal list:
1.
In the Call Log or Redial list, press
2.
If necessary, press
3.
Press Store
appears.
 or  to display the desired entry.
 or  to see the
Store
soft key.
to store the entry in your Personal list. The Personal Entry screen
The Deskset automatically fills in the name and number, if available.
4.

If necessary, edit the name and number. Press  to move the cursor to the Last
Name and Phone # entries.

Press Backspc to erase the highlighted character if there is one, or else the
character before the cursor.

Press Pause 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
Save
to save the entry.
The system does not check for duplicate entries.
Directory
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Deleting a Personal List Entry
You can delete any one of your personal list entries while viewing the Directory.
To delete a Personal list entry:
1.
Call Appearance mode—Press MENU, then 1, and then 7.
Line Appearance mode—Press MENU, then 1, and then 5.
The Directory appears.
2.
Press
 or  to display the entry to be deleted.
3.
Press
 so that
Delete
appears.
Directory
1/104
Graham Bell
9-232-555-0176
<PER>
Edit
Settings Delete
4.
Press Delete . The confirmation screen appears.
Are you sure you w ant to
delete this entry?
Yes
5.
To confirm the deletion, press
No
Yes
.
The Delete key is not available when a System or Extension entry appears
in the Directory.
Directory
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Sorting Directory Entries
The Directory entries are sorted by first or last names. When you use the dial pad to
search, the system searches for the names in the sort order.
To sort Directory entries:
1.
Call Appearance mode—Press MENU, then 1, and then 7.
Line Appearance mode—Press MENU, then 1, and then 5.
The Directory appears.
2.
To sort the entries by first name, press FirstNme .
);E
(;>
'
Edit
FirstNme
New
To sort the entries by last name, press LastNme .
(=
(F;;.
Edit
LastNme
New
The Directory stays in the chosen sort order until you change it.
Directory
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CHAPTER
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 in Figure 21 on page 73, lights up when there is at least one new
message.
Each message can be up to 2 minutes long. The Personal Mailbox at your Deskset has 30
minutes of recording time.
Your system administrator may give you access to one or more Group Mailboxes. Group
Mailboxes allow more than one person access to Voicemail messages.
You can also record a message and send it to a Voicemail distribution group that you
have created. See “Voicemail Distribution” on page 130.
The following sections describe how to listen to and manage voicemail on your Deskset:
Voicemail

“Voicemail Overview” on page 73

“Accessing Your Messages” on page 76

“Sending a New Message to a Distribution List” on page 81

“Accessing Your Voicemail Remotely” on page 84.
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Voicemail Overview
When there is at least one new message, the MESSAGE WAITING LED lights up, as shown
in Figure 21.
MESSAGE
WAITING LED
Figure 21. Message Waiting LED
To access your messages, see “Accessing Your Messages” on page 76. Each message
appears on a screen similar to the screen shown in Figure 22. To see other messages,
press  or . Pressing  or  displays the soft keys described in Table 15.
Message
Counter
Name and
number
Indicates a new
message.
Time and date
the message
was recorded.
Figure 22. Messages Screen
Table 15.
Key
Play
FwdMsg
DelAll
Voicemail List Description
Description
Key
Plays message.
DelMsg
Deletes displayed message.
Initiates Message Forward
function.
PlayAll
Plays all Voicemail messages.
Deletes all Voicemail
messages.
ClrNew
Clears and restores the new
message indication from a
message.
MrkNew
Callback Allows dialing options before
calling a number from Call
Log, Redial list, or Messages.
Voicemail
Description
73
MBList
Switch to the next Group
Mailbox.
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Group Mailbox Overview
Group Mailboxes provide general delivery of Voicemail messages to a group within an
organization. Group Mailboxes are different from your Personal Mailbox in that messages
in Group Mailboxes are not stored in your Deskset. Even if your Personal Mailbox is full,
there may be space available in some of your Group Mailboxes.
If your system administrator has given you access to a Group Mailbox, the
# New Messages count on the Idle screen includes your new private messages and
new messages in any Group Mailboxes to which you are assigned.
If you press MENU, then 1, and then 4 (Call Appearance mode) or MENU, then 1, and
then 3 (Line Appearance mode) and have not enabled Voicemail distribution, a list of
mailboxes appears, as shown in Figure 23.
Messages
Personal
Sales
Custom er Supp...
1 New
0 New
10 New
Figure 23. Group Mailbox List
If you have enabled Voicemail Distribution, the Leave New or Listen screen appears, as
shown in Figure 24, allowing you to press Listen to see the list of mailboxes.
Do you w ish to leave a new
m essage or listen to your
m essages?
Lv Msg
Listen
Figure 24. Leave New or Listen Screen
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 23. Your
Personal Mailbox is always at the top of the list of mailboxes.
Select a mailbox to access the messages stored in that mailbox.
The first message in that Mailbox appears, as shown in Figure 25. When you access a
Group Mailbox, the name of the Group Mailbox appears at the top of the screen.
Messages
1/10
!
Graham Bell
Jul 19
232-555-0176
1:18p
Play
DelMsg Callback
Figure 25. Messages Screen
Additionally, the following conditions apply when you access a Group Mailbox:

When a mailbox is nearly full, [<5 Min] appears, and when it is full, [Full]
appears next to that Personal Mailbox or Group Mailbox as shown in Figure 26.
Delete messages to make more room.
Messages
Personal
Sales
Custom er Supp...
1 New
[FULL]
[<5 Min]
Figure 26. Mailbox Full Screen
Voicemail
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Voicemail
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
After someone listens to a message, the ! indicator for that message is removed
from the screens of all participants of that group.

If someone else is listening to a message when you delete it, the message is not
deleted until the listener exits the Voicemail session.

Message playback is not interrupted if you receive a call while listening to Group
Mailbox Voicemail. The incoming call appears on the Deskset screen
accompanied by a call-waiting tone. (There is no call-waiting tone in Line
Appearance mode.)
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Accessing Your Messages
Access to your messages is different depending on whether or not you have access to
any Group Mailboxes, and whether you have enabled Voicemail distribution.
To access an entry from Voicemail:
1.
Call Appearance mode: Press MENU, then 1, and then 4.
Line Appearance mode: Press MENU, then 1, and then 3.
If necessary, use the dial pad to enter your user password and press SELECT.
Once you have entered your password, you do not have to enter it again
while you are reviewing messages. However, if you exit the Messages
screen, you will need to enter your password to access the Message list.
The screen that appears depends on your system configuration.
If you do not have Voicemail Distribution enabled or access to a Group Mailbox, the
Messages screen appears.
Messages
1/10
!
Graham Bell
Jul 19
232-555-0176
1:18p
Play
DelMsg Callback
If you have enabled Voicemail Distribution (see “Voicemail Distribution” on
page 130), the Leave New Message or Listen screen appears.
Do you w ish to leave a new
m essage or listen to your
m essages?
Lv Msg
Listen

Press LvMsg to create a message to send to a Voicemail Distribution List. See
“Sending a New Message to a Distribution List” on page 81.

Press Listen to view the Mailbox List (if you have Group Mailboxes) or
Voicemail messages.
If your system administrator has assigned a Group Mailbox to you, a list of your
Personal Mailbox and Group Mailboxes appears.
Messages
Personal
Sales
Custom er Supp...
Voicemail
1 New
0 New
10 New
 or  to highlight the desired Mailbox.
a.
If necessary, press
b.
Press SELECT. The Messages screen appears.
 or  until you see the desired Messages entry.
2.
Press
3.
Press CANCEL to exit the Voicemail list.
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Message Playback
You can play either a single message or all of the Voicemail messages in a Mailbox.
To play a single message:
1.
On the Messages screen, press
 or  until the desired entry is on the screen.
Messages
1/10
!
Graham Bell
Jul 19
232-555-0176
1:18p
Play
DelMsg Callback
2.
Press
time.
Play
. The ! icon appears on messages that are being played for the first
Graham Bell
Jul 19 1:18p
!
05:10
Pause
Delete
During message playback, you can press:

Pause
to pause message playback.

Delete to delete the message. If there are more messages, the next message
is displayed.

 or  to skip back or forward by 8 seconds.
 or  to skip to the previous (newer) or next (older) message.

To play all messages:
 or  to display the
1.
On the Messages screen, press
2.
To play all messages, press PlayAll .
PlayAll soft key.
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:

Pause
to pause message playback.

 or  to skip back or forward by 8 seconds.
 or  to skip to the previous or next message.

CANCEL to stop playback and return to the Messages list.

If all messages play without interruption, you return to the Messages list with the
last played message on the screen.
Voicemail
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Calling the Messenger
You can call back the person who left the Voicemail message.
To call back the person who left the message:
 or  until the desired entry is on the screen.
1.
In the Messages list, press
2.
Press Callback . The Call Back screen appears.
Call Back
Graham Bell
232-555-0176
Call
Voicemail
Store
 or  to view the dialing options.

Press

Press
Call

Press
Store

Press CANCEL to return to the Messages list.
to dial the number.
to store the entry in your Personal Directory.
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Forwarding a Message
You can forward a message to an extension or extensions, a Voicemail Distribution List
(if enabled), or a Group Mailbox (if enabled). You can also record a message and forward
it to a Distribution List.

“Forwarding a Voicemail Message” on page 79

“Recording an Introduction to Send with a Forwarded Message” on page 80.
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:
 or  until the desired entry is on the screen.
1.
In the Messages list, press
2.
Press
3.
Press FwdMsg to begin the forwarding process. A selection screen appears.
 or  to display the
FwdMsg soft key.
Select a Forward
Destination.
ExtList
4.
DistrList
MBList
Select a Forward Destination:

Press ExtList to display the Extension List. Press  or  to highlight the
desired extension and press SELECT. The Forward Message screen appears.
Forw ard m essage to:
Linda Miller - 200
Intro

Send
If you have enabled Voicemail Distribution, you can press DistrList to display
Voicemail Distribution Lists. Press  or  to highlight the desired Distribution
List and press SELECT. The Forward Message screen appears.
Forw ard m essage to:
Sales
Intro

Send
If your system has Group Mailboxes, you can press MBList to display the Group
Mailbox list. Press  or  to highlight the desired Mailbox and press SELECT.
The Forward Message screen appears.
Forw ard m essage to:
Adm inistration
Intro
5.
Voicemail
Send
Optional: Press Intro to record an introductory message. See “Recording an
Introduction to Send with a Forwarded Message” on page 80.
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6.
Press
Send
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to forward the message.
The Message Forwarded screen appears.
Forward message to:
Amy Lee - 203
Message Forw arded.
Intro
Send
The forwarded message appears in the recipient’s Messages list.
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 Intro while forwarding a message.
To record a message introduction:
1.
Press Intro after selecting the destination for a forwarded message. The 
Play/Rec: Intro screen appears.
Play/Rec: Intro
Duration: 0s
Max:30s
Record
2.
Press Record to begin recording. The soft key changes to
3.
When finished recording, press
Stop
4.
Delete
Max:30s
Done

Reaching the 30-second limit automatically stops recording.

You can
Press
Done
Play
.
. The message review screen appears.
Play/Rec: Intro
Duration: 10s
Play
Stop
or Delete the announcement.
to display the Forward Message screen.
[Msg Intro Attached] appears on the screen.
Forw ard m essage to:
Linda Miller - 200
[Msg Intro Attached]
Intro
Send
5.
Voicemail
Press
Send
to forward the message with the introduction message attached.
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Sending a New Message to a Distribution List
If you have enabled Voicemail Distribution and created at least one Distribution List, you
can record a new message and send it to a Distribution List. To create a Distribution List,
see “Voicemail Distribution” on page 130.
To record and send a new message:
1.
Call Appearance mode—Press MENU, then 1, then 4.
Line Appearance mode—Press MENU, then 1, then 3.
With Voicemail Distribution enabled, the Leave New Message or Listen screen
appears.
Do you w ant to leave a new
m essage or listen to your
m essages?
Lv Msg
Listen
2.
Press LvMsg . The Distribution List screen appears.
Distribution List
Accounts
Sales
Warehouse
 or  to highlight the desired Distribution List.
3.
Press
4.
Press SELECT. The Play/Rec Message screen appears.
Play/Rec: Message
Duration: 0s
Max:120s
Record
5.
Press Record to begin recording. The soft key changes to
6.
When finished recording, press
Stop
Stop
.
. The Message Recorded screen appears.
Play/Rec: Message
Duration: 12s
Max:120s
Play
7.
Voicemail
Delete
Send

Reaching the 120-second limit automatically stops recording.

You can
Press
Send
Play
or Delete the message.
to forward the message to the selected Distribution List.
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Deleting Messages
You can delete a single message or all messages from the Messages screen. You can
also delete a single message during message playback, as described in “Message
Playback” on page 77.
To delete a single message or all messages:
 or  until the desired entry is on the screen.
1.
On the Messages screen, press
2.
Press DelMsg to delete the message.
The system deletes the message and displays call information for the next message.
OR
To delete all messages:
a.
Press
 or  to display the
DelAll
Messages
David Carter
443-555-0625
DelAll
b.
soft key.
1/9
Jul 19
11:07a
Press DelAll .
The confirmation screen appears.
Are you sure you want to
delete all messages?
Yes
c.
Press
Yes
No
to confirm.
All messages are deleted, whether they are new (unheard) or not.
Voicemail
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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:
1.
On the Messages screen, press
2.
Press
 or  to display the
 or  until the desired entry is on the screen.
ClrNew soft key.
Messages
1/10
!
Jul 19
Graham Bell
232-555-0176
1:18p
Fw dMsg PlayAll ClrNew
3.
Press ClrNew to clear the new message indication.
The MrkNew soft key replaces ClrNew .
4.
Voicemail
If desired, press MrkNew to restore the
the message as new again.
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Accessing Your Voicemail Remotely
Remote access allows you to listen to Personal Messages or change the recorded
greeting when you are away from your Deskset. Follow the voice prompts and press the
appropriate dial-pad keys to navigate through the system. 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
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To access Voicemail remotely – listen to messages:
Once you have accessed the system, the Main Menu plays. From this menu you can listen
to old or new messages as shown in Figure 27. You have the following options:

To listen to new messages, press 1.

To listen to old messages, press 2.

To change Voicemail options, press 8.
Once you press 1 or 2, and the messages start playing, you have the following options:

To stop message playback and replay options, press 5.

To delete the current message, press 3.

To repeat the previous message, press 4.

To skip this message, press 6.

To jump back 8 seconds, press 7.

To jump forward 8 seconds, press 9.

To return to the previous menu, press star *.
Figure 27. Remote Voicemail Access
Voicemail
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To access Voicemail remotely – Voicemail greeting setup:
1.
To set up the Voicemail greeting, access the system and press 8. As illustrated in the
flow diagram in Figure 28, you have the following options:

To record a primary greeting, press 1.

To record an alternate greeting, press 2.

To choose the Primary or Alternate greeting, press 7.
2.
Begin recording after the tone.
3.
To end the recording, press 5.
4.
Select one of the following options:

To review the recording, press 1.

To record over the greeting, press 3.

To accept the greeting, press 9.
Figure 28. Remote Voicemail Greeting Setup
Voicemail
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CHAPTER
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 88

“Managing Missed Calls” on page 90

“Deleting Call Log Entries” on page 93

“Deleting Call Log Entries” on page 93.
You can view the Call Log by pressing MENU, then 1, and then 8 (Call Appearance mode)
or MENU, then 1, and then 6 (Line Appearance mode) from the Idle screen.
This system has a caller ID feature that works with the caller identification
service offered through your telephone service provider. There is a fee for this
service, and it might not be available in all areas. This telephone can provide
information only if both you and the caller are in areas offering caller
identification service, and if both telephone service providers use compatible
equipment.
Call Log
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Using the Call Log
The Call Log soft keys, as shown in Figure 29 and described in Table 16, are available
whenever the Call Log has at least one entry.
4
3
1
2
Figure 29. Call Log Functions
1. Name and number
The Ring Group name can also appear here.
2. NEW
Indicates call was not answered and has not
been reviewed.
3. Voicemail message available for Exclamation mark (!) indicates message is new.
playback.
A Ring Group or Call Queue icon can also appear
here. The Voicemail icon replaces other icons
when both would apply.
4. Current Call Log entry number/ 50/50 maximum.
total number of entries
Table 16.
Call Log
Call Log Soft keys
Key
Description
Key
Description
PlayMsg
Plays message. Appears only
when there is a message.
Delete
Deletes the entry.
CallBack
Dials the entry.
Store
Stores number in your
Personal list.
ClrNew
Clears [NEW] indication from
the displayed entry.
DelAll
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.
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To access the Call Log list:
1.
Call Appearance mode: Press MENU, then 1, and then 8.
Line Appearance mode: Press MENU, then 1, and then 6.
The most recent Call Log entry appears.
11:15a Oct 20
1/35
!
Graham Bell
232-555-0176
[NEW]
PlayMsg Delete
Callback
Call Log
 or  until the desired entry is on the screen.
2.
Press
3.
Press CANCEL to exit the Call Log.
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Managing Missed Calls
All incoming calls are recorded in the Call Log unless Call Forward All is on and calls are
forwarded to another extension or outside phone number (Call Appearance mode only).
Unanswered calls that have not been reviewed are indicated by [NEW].
To review and make calls from the Call Log:
1.
On the Call Log screen, press

 or  to see the desired entry.
Press CallBack to access dialing options before calling a number and to dial the
displayed number. The Call Back screen appears.
Call Back
Angela Martin
732-555-7318
Call
Store

2.
Call Log

Press

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  or  to
view the dialing options. The following dialing options are available:
Call
to dial the on-screen number.

nnn-nnnn (7 digits)

1-nnn-nnnn (8 digits)

nnn-nnn-nnnn (10 digits)

1-nnn-nnn-nnnn (11 digits).
Press Delete to delete the displayed entry.
Press CANCEL to exit the Call Log.
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Listening to Voicemail From the Call Log
If the caller left a Voicemail message, you can play the message from the Call Log.
To play a Voicemail message from the Call Log:
 or  until the desired entry is on the screen.
1.
On the Call Log screen, press
2.
Press PlayMsg . The message playback screen appears.
Graham Bell
Jul 19 1:18p
!
05:10
Pause
Delete
PlayMsg only appears if the call has an associated Voicemail.
If necessary, use the dial pad to enter your password and press SELECT.
Call Log
3.
Press Delete while the message is playing to delete the voice message. There is a
slight delay until the message indicators change.
4.
When the message playback completes, the Call Log appears.
5.
Press CANCEL to exit the Call Log.
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Storing Call Log Entries
To store a Call Log entry into your Personal list:
 or  to display the
1.
From the desired Call Log entry, press
2.
Press Store to store the entry in your Personal list. The store personal entry
screen appears.
Store
soft key.
First Nam e: Angela Ma...
Last Nam e:
Phone #: 732-555-7318
Save
Pause
Backspc
The caller information fills in the First Name and Number fields.
3.
Fill in the Last Name field, if desired. To create the Last Name or to edit any field,
use  or  and the dial pad. See “Dial-Pad Entry” on page 23.
First Nam e: Angela
Last Nam e: Martin
Phone #: 732-555-7318
Save
Pause
Backspc
When entering a 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.
The system does not check for duplicate entries.
Call Log
to store the entry and return to the Call Log.
4.
Press
5.
Press CANCEL to exit the Call Log.
Save
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Deleting Call Log Entries
You can delete a single Call Log entry, or all Call Log entries.
To delete Call Log entries:
1.
From a Call Log entry, press Delete . The displayed entry is removed from the list
and the next entry appears.
OR
To delete all Call Log entries, press
 or  to display the
!
/
G
@D"B
Store
ClrNew
DelAll
a.
Press DelAll .
The confirmation screen appears.
Are you sure you w ant to
delete all entries?
Yes
b.
2.
Call Log
Press
Yes
to confirm.
Press CANCEL to exit the Call Log.
93
No
DelAll
soft key.
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CHAPTER
9
PAGING
Paging allows you to broadcast what you say to more than one extension. If your system
administrator has set up Paging Zones, you can page all extensions or a zone.
If your Synapse system includes an optional overhead paging (OHP) system, you may be
able to page through loudspeakers. If the OHP is a single-zone paging system, it is
included when you page All Extensions. The single-zone OHP may also be included in
an individual Paging Zone. If the OHP is a multi-zone paging system, it is not included
when you page All Extensions. However, it appears as Overhead Page as the last entry
in the Paging Zones list.
Paging
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Sending a Page
You can start sending a page from the Paging Zones screen. If your system
administrator has set up Paging Zones, you can page all extensions or a zone.
To send a page:
1.
Call Appearance mode—Press MENU, then 1, and then 3.
Line Appearance mode—Press MENU, then 1, and then 2.
The Paging Zones screen appears. The screen shows the page options available to
your Deskset.
>;>
H;.
C
(
:;.;.
C
(F;.
C
);> ;
2.
Highlight All Extensions or a Paging Zone.
3.
Press SELECT. The system emits a short paging tone and the Page screen appears.
>;>
(
:;.;.
EndPage
OR
Press CANCEL to return to the idle screen.
4.
Speak into the speakerphone or pick up the handset to speak.
5.
When finished, press EndPage or CANCEL, hang up the handset, or press SPEAKER.
The Idle screen appears.
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.
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CHAPTER
10
DESKSET SETTINGS
You or your system administrator can customize your Deskset at the Deskset using the
following menus and features:
Deskset Settings

“Deskset Menu” on page 97

“Features” on page 98

“User Settings” on page 100

“Admin Settings” on page 118

“Deskset Information” on page 119

“Auto-Attendant Settings” on page 120

“Using Do Not Disturb (DND)” on page 121.
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Deskset Menu
You can use the Deskset menus to set up many Deskset features. Access the Menu by
pressing MENU, and then select options by highlighting an item and pressing SELECT, or
by pressing the dial-pad key with that option number.
To access the Deskset setup menus:
1.
Deskset Settings
Press MENU. The Deskset Menu appears.

Press 1 on the dial pad to display the Features menu. These features are
discussed throughout this User’s Guide. See “Features” on page 98 for
appropriate links.

Press 2 to display the User Settings menu. See “User Settings” on page 100 for
further instructions.

Press 3 to display the Admin Settings menu. See “Admin Settings” on
page 118.

Press 4 to display the Deskset Information screen. See “Deskset Information”
on page 119 for further instructions.

Call Appearance mode only—If your system administrator has set your
extension as an Auto Attendant Manager, the menu has an additional item. Press
5 to change the Auto Attendant settings. See “Auto-Attendant Settings” on
page 120 for further instructions.
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Features
Use the Features menu to access the Deskset Features. Table 17 lists the Features
available in Call Appearance mode. For Features available in Line Appearance mode, see
Table 18 on page 99.
Features Menu 1/4
Features Menu 2/4
Features Menu 3/4
Features Menu 4/4
Figure 30. Deskset Features Menu (Call Appearance Mode)
Table 17.
Deskset Menu – Call Appearance Mode Features
Feature
See page...
Description
1. Call Queue
56
View and answer unanswered calls in the Call
Queue.
2. Park List
57
View and retrieve Parked calls.
3. Page
95
Make an announcement to your organization.
4. Messages
76
Play, delete, or forward messages.
5. Do Not Disturb
121
Turn Do Not Disturb on and off.
6. Call Forward All
39
Turn Call Forward All on and off.
7. Directory
65
View and make calls from the Directory.
8. Call Log
88
View and make calls from the Call Log.
9. Redial
60
View the last 20 numbers dialed and redial a
selected number.
0. Help
24
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 20.
Deskset Settings
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Features Menu 1/3
Features Menu 2/3
Features Menu 3/3
Figure 31. Deskset Features Menu (Line Appearance Mode)
Table 18.
Deskset Menu – Line Appearance Mode Features
Feature
See page...
Description
1. Held Calls List
63
View and retrieve calls from any line in the
system.
2. Page
95
Make an announcement to your organization.
3. Messages
76
Play, delete, or forward messages.
4. Do Not Disturb
121
Turn Do Not Disturb on and off.
5. Directory
65
View and make calls from the Directory.
6. Call Log
88
View and make calls from the Call Log.
7. Redial
60
View the last 20 numbers dialed and redial a
selected number.
8. Help
24
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 20.
Deskset Settings
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User Settings
Use the User Settings menu to set up options as shown in Figure 32 and described in
Table 19. Figure 32 shows the menu in Call Appearance mode. The menu in Line
Appearance mode is slightly different, as described in Table 19.
User Settings Menu 1/2
User Settings Menu 2/2
Figure 32. User Settings Menu (Call Appearance Mode Shown)
Table 19.
Deskset Menu – User Settings
Call Appearance mode
See page...
Line Appearance mode
See page...
1. Greetings
101
1. Greetings
101
2. Call Management
105
2. Deskset Settings
109
3. Deskset Settings
109
3. Directory Settings
114
4. Directory Settings
114
4. User Password
115
5. User Password
115
5. Voicemail to Email
117
6. Voicemail to Email
117
To display the User Settings menu:
1.
Press MENU and then 2 to display the User Settings menu.
2.
If you have set a user password, the User Password screen appears before the User
Settings menu appears.
Deskset Settings

Enter your password and press SELECT.

To correct errors, press Backspc .

To cancel your changes on that screen, press CANCEL at any time. The set will
return to the previous screen.
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Greetings
Use the Greetings menu, as shown in Figure 33 and listed in Table 20, to record
greetings. The figure below shows the menu in Call Appearance mode. The menu in Line
Appearance mode is slightly different, as described in Table 20.
Figure 33. Greetings Menu (Call Appearance Mode Shown)
Table 20.
SB67020 Deskset Menu – User Settings
Function
See page...
Deskset Settings
Description
1. Voicemail Greeting
102
Set your Voicemail greetings.
2. Name Recording
104
Call Appearance mode only—Record your
name.
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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:
1.
Press MENU, then 2, then 1, and then 1 to display the Voicemail Greetings menu.

Press  or  to highlight the Primary, Alternate, or Pre-Set greeting to be
played to outside callers. When you highlight the Pre-Set greeting, the PlayRec
soft key changes to Play.
You cannot delete or record over the Pre-Set greeting.
2.
Press Activate to make the highlighted greeting the greeting played to callers. The
system checks to see if the selected greeting has been recorded.

If the selected greeting has been recorded, [ACTIVE] appears beside the
selected greeting.

If a greeting has not been recorded, Greeting not recorded appears. To record
a Primary or Alternate greeting, see “To record a Primary or Alternate
greeting:” on page 102.
To record a Primary or Alternate greeting:
1.
Press MENU, then 2, then 1, and then 1 to display the Voicemail Greetings menu.
2.
Press  or  to highlight the Primary or Alternate greeting. You cannot record
over the Pre-Set greeting.
3.
Press PlayRec . The message review screen appears. The Play and Delete soft
keys do not appear if a greeting has not already been recorded.
Deskset Settings
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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 Record . The message recording screen appears and
the Record key changes to Stop .
6.
Press Stop when you are finished. The greeting is saved and the message review
screen appears. Recording stops automatically if you exceed the 60-second time
limit.
7.
Press
8.
Press CANCEL to return to the Voicemail Greetings menu.
Deskset Settings
Play
to review the message or Delete to delete the greeting.
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Name Recording
Name Recording is available in Call Appearance mode only.
If callers access the Company Directory when the Auto Attendant is on, they hear this
recording upon entering your name.
To create a useful recording for incoming callers, you should say your name slowly,
clearly, and at a reasonable volume. Your system administrator may also recommend that
you state both your name and extension number. It is important that your recording be
consistent with recordings at other extensions in the system.
To record and play a personal name:
1.
Press MENU, then 2, then 1, and then 2 to display the Name Recording menu. The
Play and Delete soft keys do not appear if your name has not already been
recorded.
2.
Press Record to record a personal name. The Record key changes to
Stop
.
You are limited to a 10-second recording; recording stops automatically if
the limit is exceeded.
3.
Press Stop when you are finished. The recording is saved and the recording
review screen appears.
4.
Press
Play
to review the recorded name.
OR
Press Delete to delete the recording. The Recording Deleted screen briefly
appears.
5.
Deskset Settings
Press CANCEL to return to the Greetings menu.
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Call Management
Call Management features apply to Call Appearance mode only.
When the Synapse system is in Call Appearance mode, you can use the Call
Management menu to set up options for handling calls, as shown in Figure 34 and listed
in Table 21.
Figure 34. Call Management Menu
Table 21.
Deskset Settings
Deskset Call Management Menu
Function
See page...
Description
1. Call Forward
106
Redirect incoming calls.
2. Auto Answer
108
Automatically answer calls after a delay that you
specify.
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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
Deskset is idle. Call Forward All overrides the system administrator’s Call
Forward–No Answer setting.
You can set the Call Forward All destination in the User Settings menu or using
the WebUI. See “Basic Settings” on page 125.

Call Forward–No Answer can only be set by the system administrator. This
setting determines the delay of, and the destination for, unanswered calls for
each extension. The default destination is Voicemail. After the calls are
forwarded, the calls cannot be answered at the Deskset.
The Call Forward–No Answer setting does not apply to Ring Group calls or to
incoming calls at extensions that are part of a Call Queue. See “Answering Calls
in the Call Queue” on page 42.
To set the Call Forward destination:
1.
Press MENU, then 2, then 2, and then 1 to display the Call Forward All screen.
2.
Press
Deskset Settings
 or  to select one of the following targets:

Mailbox. Then press  to move to the to Mailbox: field and select your
personal mailbox or a Group Mailbox (if enabled).

Phone#. Then press  to move to the to Phone #: field and enter a valid
phone number. Enter a preceding 9 or whatever digit, if any, that must be dialed
for outside calls.

Ext. Then press
number.
 to move to the to Ext: field and enter a valid extension
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3.
Deskset Settings
To confirm the change, press
error message appears if:
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Save
. The Call Management menu appears. An

you entered an invalid extension number

your system administrator has disabled call forwarding/transferring to an outside
line

you enter a restricted number.
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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 106.
Auto Answer does not apply to Ring Group calls. See “Incoming Call Indication”
on page 36.
To set Auto Answer:
1.
Press MENU, then 2, then 2, and then 2. The Auto Answer screen appears.
2.
Press
3.
Press , then
each call.
 or  to select either Disabled or Enabled.
 or  to set the delay before the Deskset automatically answers
The Auto Answer Delay overrides the Call Forward–No Answer delay. See
“Call Forward All and Call Forward–No Answer” on page 106.
4.
Press
Save
to confirm the change. The Call Management menu appears.
When an incoming call is automatically answered, a Call Answered screen appears
and a tone sounds.
Deskset Settings
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Deskset Settings
Use the Deskset Settings menu to set up the display appearance and sounds of your
Deskset as listed in Table 22.
Deskset Settings Menu 1/2
Deskset Settings Menu 2/2
Figure 35. Deskset Settings Menu
Table 22.
Deskset Settings Menu
Function
1. Display
See page...
110
Options
1. Contrast (1–9)
2. Backlight (Lo/Hi/Off)
2. Sounds
111
1. Ring Volume (0–9)
2. (0–40 seconds)
3. Ringtones (1–9)
4. Key beeps (On/Off)
3. Volume Settings
112
Speaker Volume (1–9)
Receiver Volume (1–9)
Headset Volume (1–9)
Paging Volume (1–9)
4. Preferred Audio Mode
Deskset Settings
113
109
Preferred Audio Mode (Speaker,
Headset)
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Display
Use the Display menu to adjust your Deskset LCD screen contrast and backlight.
To use the Display menu:
1.
Call Appearance mode—Press MENU, then 2, then 3, and then 1.
Line Appearance mode—Press MENU, then 2, then 2, and then 1.
The Display menu appears.
2.
Press
 or  to adjust the Contrast level from 1 to 9. The default is 5.
3.
Press
 to set the Backlight level.
Press
 or  to select Hi, Lo, or Off. The default is Hi.
4.
Deskset Settings
Press
Save
to accept the adjustments and return to the Deskset Settings menu.
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Sounds
Use the Sounds menu to set the ring volume, delay the beginning of audible ringing,
pick one of nine ringtones, or turn key beeps on and off.
To use the Sounds menu:
1.
Call Appearance mode—Press MENU, then 2, then 3, and then 2.
Line Appearance mode—Press MENU, then 2, then 2, and then 2.
The Sounds menu appears.
2.
Press  or  to adjust the Ring Volume from 0 to 9. The default is 3. A ringer
sample plays. You can also set the ring volume by pressing VOL+ and VOL–.
To turn off the ringer, decrease the volume to zero.
3.
Press , and then  or  to set the Ring Delay from 0 to 40 seconds. The default
is 0, which also disables the feature. Although the Call Appearance or Line
Appearance LED flashes, the Deskset does not ring for the time you set.
4.
Press , and then  or  to select one of nine Ringtones. The default is 1.
Ringtone samples play when selected.
5.
Press
6.
Press
Deskset Settings
, and then  or  to turn Key Beeps On or Off. The default is On.
Save
to accept the adjustments and return to the Deskset Settings menu.
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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 use the Volume Settings menu:
1.
Call Appearance mode—Press MENU, then 2, then 3, and then 3.
Line Appearance mode—Press MENU, then 2, then 2, and then 3.
The Volume Settings menu appears.
 or  to set the Speaker Volume from 1 to 9. The default is 4.
2.
Press
3.
Press , and then  or  to set the Receiver Volume from 1 to 9. The default is 3.
4.
Press , and then  or  to set the Headset Volume from 1 to 9. The default is 4.
5.
Press
6.
Press
Deskset Settings
, and then  or  to set the Paging Volume from 1 to 9. The default is 4.
Save
to accept the adjustments and return to the Deskset Settings menu.
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Preferred Audio Mode
When you press a Call Appearance key or
, the call is answered in the preferred
audio mode. Lifting the handset takes first priority in all instances. You can set the audio
preferences to Headset or Speaker by using the Preferred Audio menu.
To use the Preferred Audio Mode menu:
1.
Call Appearance mode—Press MENU, then 2, then 3, and then 4.
Line Appearance mode—Press MENU, then 2, then 2, and then 4.
The Preferred Audio menu appears.
2.
Press
3.
Press
Deskset Settings
 or  to select the preferred audio mode: Speaker or Headset.
Save
to accept the adjustments and return to the Deskset Settings menu.
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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 use the Directory Settings menu:
1.
Call Appearance mode—Press MENU, then 2, and then 4.
Line Appearance mode—Press MENU, then 2, and then 3.
The Directory Settings menu appears.
2.
Press  or  to Hide or Show the Personal Directory. This Directory holds your
personal Directory entries. See “Directory” on page 64.
3.
Press  and then press  or  to Hide or Show the System Directory. This
Directory holds public entries created and maintained by the system administrator.
4.
Press  and then press  or  to Hide or Show the Ext List Directory. This is a
list of all extensions in the system.
5.
Press  and then press  or  to choose the Directory Sort Order; by first or last
name.
Deskset Settings
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Setting and Changing Your Password
Use the User Password menu to set, change, or reset your password. This setting can
also be controlled on the WebUI.
Once the password has been reset, password entry is no longer necessary for User
Settings, Voicemail, and the WebUI.
To use the Password menu:
1.
Call Appearance mode—Press MENU, then 2, and then 5.
Line Appearance mode—Press MENU, then 2, and then 4.
The User Password menu appears.
2.
Press 1 to set or change the password. Follow the steps in “Changing Your
Password” on page 116.
3.
Press 2 to reset your password. A confirmation screen appears.
4.
Press Yes to confirm that you want to reset your password. The message User
password has been reset appears. The User Password menu appears.
Deskset Settings
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Changing Your Password
To change your password:
1.
Call Appearance mode—Press MENU, then 2, then 5, and then 1.
Line Appearance mode—Press MENU, then 2, then 4, and then 1.
The Set/Change Password menu appears.
2.
Use the dial pad to enter a password.
Passwords can be up to six digits.

To correct errors, press Backspc .

To start over, press Delete .
 and enter the new password again.
3.
Press
4.
To accept the change, press Save
the User Settings menu appears.
Deskset Settings
116
. The Password Saved screen appears, then
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Setting the Voicemail to Email Mode
The Voicemail to Email feature converts new voicemail messages to .WAV files and sends
them to your email account as an attachment. You can also choose to receive an email
notification of a new message without the .WAV attachment.
1.
Call Appearance mode—Press MENU, then 2, and then 6.
Line Appearance mode—Press MENU, then 2, and then 5.
The Voicemail to Email menu appears.
The Voicemail to Email menu is available only if this feature has been enabled
for your Deskset.
2.
3.
Deskset Settings
Press
 or  to select the desired Voicemail to Email mode:

OFF

Email Copy—Voicemail messages will be emailed to you as audio file
attachments.

Email Notification—you will receive email notifying you of new Voicemail
messages.
Press
Save
. The User Settings menu appears.
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Admin Settings
The Admin Settings are determined by your system administrator. Only someone
with access to the system administrator’s password can change the Admin
Settings.
To display the Admin Settings menu:
1.
Press MENU, then 3. You then must enter the Admin password before you can view
the Admin Settings menu.
For more information about these settings, see the Synapse Administrator’s Guide,
available for download at www.telephones.att.com/synapseguides.
Deskset Settings
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Deskset Information
Use the Deskset Information screen, shown in Figure 36, to find the Deskset's IP
Address, which you will need to access the WebUI. The other Deskset information may
be used by your system administrator or the installer.
Deskset Information 1/4
Deskset Information 2/4
Deskset Information 3/4
Deskset Information 4/4
Figure 36. Deskset Information
To display the Deskset Information:
1.
Press MENU and then 4. The Deskset Information screen appears.
The model number, device status, IP Address, and Software version are listed with
other information.
 to view additional information.
2.
Press
3.
Press CANCEL to return to the Main menu.
Deskset Settings
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Auto-Attendant Settings
Auto Attendant settings apply to Call Appearance mode only.
If your system administrator has set your extension as an Auto Attendant Manager, you
can use the Deskset to manage one or more Auto Attendants.
To manage the Auto-Attendant Settings:
1.
Press MENU to display the menu with a fifth item, Auto Attendant.
2.
Press 5 to display the Auto-Attendant Settings. The screen displays a list of Auto
Attendants you can manage.
3.
Highlight the name of the Auto Attendant you want to manage and press SELECT.
4.
Press
5.
Deskset Settings
 or  to select Scheduled, OFF, or Manual.

Scheduled: Turns the selected Auto Attendant on. Incoming calls are forwarded
to an Auto Attendant menu or destination according to the weekly schedule that
the system administrator has set.

OFF: Turns the Auto Attendant off. Incoming calls are forwarded to the
destination that the system administrator has set.

Manual: Immediately forwards incoming calls to the Auto Attendant menu or
other destination that the system administrator has set. No weekly schedule
applies.
Press
Save
to save the setting. The list of Auto Attendants appears.
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Using Do Not Disturb (DND)
Do Not Disturb (DND) silences incoming ringing and paging. You can still answer
incoming calls when DND is on. The incoming call screen appears and the Call
Appearance or Line Appearance LED flashes.
To enable or disable Do Not Disturb:
1.
Call Appearance mode—Press MENU, then 1, and then 5.
Line Appearance mode—Press MENU, then 1, and then 4.
The DND indicator appears on the Idle screen when Do Not Disturb is on.
Call Appearance mode—The DND indicator only appears when Call Forward All
is disabled. When Call Forward All is set, no calls ring regardless of the DND
setting, so the DND indicator does not appear.
Deskset Settings
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CHAPTER
11
WEB INTERFACE
Use an Internet browser to access the Web User Interface (WebUI) that resides on your
Deskset. See “Accessing the Web User Interface (WebUI)” on page 123. After you log in
to the WebUI, you can configure the following features:

“Basic Settings” on page 125

“Extension Directory” on page 127

“Quick Dial” on page 129

“Voicemail Distribution” on page 130.
You can also view the Deskset Help from the WebUI. See “Help” on page 133.
Web Interface
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Accessing the Web User Interface (WebUI)
To access the WebUI:
1.
Ensure that your computer is connected to the same network as the Synapse system.
In most cases, your computer will already be connected to the network through the
PC port on the back of a Deskset.
2.
On the Deskset, press MENU then 4 to display Deskset Information.
3.
On the Deskset Information screen, find the IP Address.
.,.
I;J ;
)$
D!
%
%F.!
%;;K$
I
($$..!
C'CC
4.
On your computer, open an Internet browser. AT&T recommends Internet Explorer (7
or higher).
5.
Type the Deskset IP address in the browser address bar, and press ENTER on your
computer keyboard.
6.
A Login page appears.
7.
Under Login Name, log in as a user by typing your extension number.
8.
Enter your password if you have created one (see “Setting and Changing Your
Password” on page 115). Otherwise, leave the password blank.
9.
Click
.

You can create or change your user password once you are logged in.

The Basic Settings page shown in Figure 38 on page 125 appears.
Changing a setting does not instantly apply the new value. Clicking
saves and applies all changes on that page.
Web Interface
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Error Handling
If you type an invalid value into one of the WebUI fields and click
, the page is not
saved. The WebUI displays an error message at the top of the page. The field with the
incorrect value is highlighted in yellow, as shown in Figure 37. You can view a more
detailed error description by resting your mouse pointer on the highlighted field.
.
Error Message
Invalid Entry
Figure 37. WebUI Error Indication
Web Interface
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Basic Settings
The remaining procedures in this chapter assume that you are already logged in to the
WebUI. See “Accessing the Web User Interface (WebUI)” on page 123.
After logging in, the Basic Settings page appears as shown in Figure 38. Your
Extension Name, which the system administrator enters, is displayed on internal calls.
In Call Appearance mode, callers using the Auto Attendant can search for your Extension
Name to reach your extension.
Figure 38. WebUI Basic Settings (Call Appearance mode shown)
In Line Appearance mode, only the Set Password setting is available.
To modify the Basic Settings:
1.
Set the Call Forward All Settings. When on, Call Forward All forwards calls to the
target you select, and your Deskset does not ring.
a.
Turn Call Forwarding Off or On.
b.
Select the Target Type.

Web Interface
Voicemail: Select either Personal or, if your system has Group
Mailboxes, one of the Group Mailboxes.
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
Extension: Select an extension number or the Operator extension.

Outside Phone Number: Enter an outside telephone number. Enter a 9
or whatever digit, if any, that you would normally dial first to indicate that
it is an outside call. For example, enter your cell phone number as the
Outside Phone Number to have all calls forwarded to your cell phone.
This option does not appear if your system administrator has disabled
call forwarding/transferring to an outside line. An error message appears
after you click
if you enter a restricted number.
2.
Under Auto Answer Settings, select an Auto Answer delay. The Auto Answer
feature automatically answers calls after the delay time you select. Turn Auto Answer
on or off from the Deskset menus. See “Auto Answering” on page 41.
3.
Configure the Voicemail to Email Settings:
a.
Click Yes or No to enable or disable Voicemail to Email for this extension.
b.
Enter your Email Address. Audio files and notifications will be sent to this
address.
c.
Click Off or On to disable or enable Auto Delete. When on, messages are
automatically deleted from your personal mailbox once they are sent to email as
audio files. This setting does not apply to Group Mailboxes.
d.
Select the Current Mode for Voicemail to Email.

Email copy (audio attachment)

Email notification (no attachment)

Off.
4.
Under User Password, create or change your Deskset password. The password must
consist of numbers only. This password is also used for accessing Voicemail and
settings on the Deskset and on the WebUI.
5.
Click
to save your changes.
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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:
Web Interface
1.
In the navigation menu at left, click Extension Directory. The Directory List page
appears.
2.
Click
appears.
3.
Complete the form with the required information.
4.
Click
. The Add Extension Directory List Entry page
to save. The Directory List appears with the entries added.
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To edit Extension Directory entries:
1.
In the navigation menu at left, click Extension Directory. The Directory List page
appears.
2.
Click [Edit] next to the entry to be edited. The Edit Extension Directory List Entry
page appears.
3.
Complete the form with the desired information.
4.
Click
to accept your changes or
to reject the changes.
To sort and delete Extension Directory entries:
Web Interface
1.
In the navigation menu at left, click Extension Directory to display the Directory
List.
2.
To sort entries by last name, click
. The button then changes
to
. This action only works during the current session. The sort
order reverts to listing the names by first name when you log in the next time.
3.
To delete Directory entries:
a.
Click the check boxes for the entries you want to delete.
b.
Click
. All of the selected entries are removed.
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Quick Dial
To add or edit Quick Dial Entries:
1.
In the navigation menu at left, click Feature Keys. The Programmable Feature
Keys page appears (Call Appearance mode shown).
You can edit any Programmable Feature Keys that the system administrator has
set up as Quick Dial keys. 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.
Web Interface
3.
To save entries, click
, or to reject the changes, click
4.
Press the corresponding Programmable Feature Key on the Deskset to verify that the
entries have been added or edited.
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Voicemail Distribution
If you enable Voicemail Distribution, you can leave new messages or forward existing
messages to lists that you create in the WebUI. This feature is disabled by default. If you
enable this feature, there will be an additional step every time you access your messages.
See “Accessing Your Messages” on page 76.
To enable and disable Voicemail Distribution Lists:
1.
In the navigation menu at left, click Voicemail Distribution to display the
Voicemail Distribution Lists page.
If you have previously enabled Voicemail Distribution and created one or more
Voicemail Distribution lists, the existing Voicemail Distribution Lists appear.
2.
Web Interface
Click
Voicemail Distribution.
to enable or
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To create a Voicemail Distribution List:
1.
In the navigation menu at left, click Voicemail Distribution to display the
Voicemail Distribution Lists page.
2.
Click
3.
Enter a Name for the Voicemail Distribution List.
4.
Assign Distribution List Members.
. The Create Distribution List page appears.
Select one or more extensions from the Available Extensions list and click
OR
Select one or more extensions to remove from the Distribution List Members list
and click
.
5.
Click
to save these settings or click
without saving the changes.
to return to the previous page
To edit or delete a Voicemail Distribution List:
Web Interface
1.
In the navigation menu at left, click Voicemail Distribution to display the
Voicemail Distribution Lists page.
2.
Click
for the Distribution List you want to edit or delete. The Edit
Distribution List page appears.
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3.
Optional: Click
to delete this Distribution List, then go to Step 6.
4.
Edit the Distribution List Name as needed.
5.
Assign Distribution List Members.
Select one or more extensions from the Available Extensions list and click
OR
Select one or more extensions from the Distribution List Members list and click
.
6.
Web Interface
Click
to save these settings or click
without saving the changes.
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Help
To access WebUI Help:
1.
In the navigation menu at left, click Help.
A PDF Help file opens.
2.
Web Interface
To view a topic, click the link for that topic. The page for that topic appears.
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CHAPTER
12
TROUBLESHOOTING
If you have difficulty operating your Deskset, try the following suggestions in this section:

“Common Troubleshooting Procedures” on page 135

“Display Messages” on page 136

“Calls Generally” on page 138

“Incoming Calls” on page 142

“Outgoing Calls” on page 144

“Voicemail” on page 146

“Other Deskset Features” on page 149

“WebUI” on page 151

“PC/Deskset Interaction” on page 152.
.
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
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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.

If your Deskset uses Power over Ethernet (PoE), ask your system administrator to
confirm that the PoE switch is working correctly.
To resolve a sluggish, unresponsive, or unusually behaving device:
Reset the device by pressing the RESET button on the back of the Deskset for less than
five seconds or by removing and restoring AC power.
Pressing the RESET button for more than five seconds will erase all data and
settings.
To restore a Deskset to factory defaults:
Insert a pen or paper clip into the Reset hole on the back of the Deskset and press the
RESET button for more than five seconds.
Troubleshooting
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Display Messages
The screen is blank or the Deskset menu does not work.
Probable Cause
Corrective Action
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 135.

Reset the Deskset to factory defaults. Insert a pen
or paper clip into the reset hole and press for
more than five seconds.
The screen displays Joining Site... for more than one minute.
Probable Cause
Corrective Action
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 screen displays Network Down.
Probable Cause
Corrective Action
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.
The screen displays Synch Failed.
Troubleshooting
Probable Cause
Corrective Action
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.
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Probable Cause
Corrective Action
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....
Probable Cause
Corrective Action
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....
Troubleshooting
Probable Cause
Corrective Action
The Deskset may have an
incompatible software
version.

Ask your system administrator to update your
Deskset to the current software version.
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Calls Generally
Calls are dropped.
Probable Cause
Corrective Action
Restoring Deskset settings or
updating software while that
extension is in use will cause
all calls to be dropped.

Your system administrator should avoid updating
software or restoring Deskset settings when you
are likely to be using the phone.
The network is down.

Ensure that the Ethernet cable is securely
plugged into the network port beneath your
Deskset labeled
and that the other end is
plugged into your office LAN.
The Deskset extension was
changed during the call.

Contact your system administrator. If changes
were made to your extension while you were on
a call, that call is dropped.
Maximum Call Duration was
exceeded.

None. Outside calls that you transfer or forward
to another outside number use two lines. The
duration of such calls is limited by a timer that
your system administrator sets.
Deskset cannot make or receive phone calls.
Probable Cause
Corrective Action
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 137.
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.
On outside calls, you hear an excessive echo at the Deskset.
Troubleshooting
Probable Cause
Corrective Action
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.
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You cannot retrieve parked calls.
Probable Cause
Corrective Action
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.
Probable Cause
Corrective Action
You may be experiencing
network problems.

Your LAN administrator should ensure the
following minimum guidelines are met:

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.
A call is forwarded or transferred to an outside telephone number and the call is disconnected.
Troubleshooting
Probable Cause
Corrective Action
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.

Ask your system administrator to reset the Timer
for Forwarded and Transferred Outside
Calls.
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You are unable to transfer a call to an extension.
Probable Cause
Corrective Action
The extension is unavailable.

Check if the destination extension is
disconnected from the network.

Ensure that the extension exists.

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.
Your Deskset does not automatically forward a call to another extension.
Probable Cause
Corrective Action
Call Appearance mode
only—The Call Forward All
settings are incorrect.

Check that Call Forward All is on (FWD should
appear in the top right corner of the screen while
in Idle mode).

Ensure that a valid extension number has been
entered as a destination extension.

Confirm that the Call Forward All Target is set
to Ext.
You are unable to transfer a call to an outside phone number.
Troubleshooting
Probable Cause
Corrective Action
Call Appearance mode
only—Transferring to an
outside phone number has
been disabled, or no lines are
available.

Check that your system administrator has
enabled transferring to an outside phone number.

Ensure that a valid outside number is shown in
the to Phone # field. 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.
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Deskset does not automatically forward a call to an outside phone number.
Probable Cause
Corrective Action
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 Phone #. On
the Deskset, press MENU –> 2 –> 2 –> 1.

Ensure that a valid outside number is shown in
the to Phone # field. 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.
You are unable to manually forward a call to Voicemail.
Troubleshooting
Probable Cause
Corrective Action
Call Appearance mode
only—You cannot foward
incoming Ring Group calls
and incoming Call Queue
calls to Voicemail.

Nothing. The system administrator can designate
a Deskset as a forwarding destination if the Ring
Group call is unanswered. If that Deskset does
not answer the forwarded call, the call will be
forwarded again according to that Deskset’s
settings.
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Incoming Calls
Your Deskset does not receive incoming calls.
Probable Cause
Corrective Action
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.

Press the VOL+ key to increase ringer volume.

Verify that the is off. Press MENU –> 2 –> 3 –> 2
(Call Appearance mode) or MENU –> 2 –> 2 –> 2
(Line Appearance mode) at a Deskset to adjust
the .
The ringer volume is too low
or a is set.
You receive only caller ID numbers, not caller ID names.
Probable Cause
Corrective Action
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.
Call Appearance mode only—Outside caller cannot find your extension in the Auto Attendant
Directory.
Troubleshooting
Probable Cause
Corrective Action
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.
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Probable Cause
Corrective Action
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.
Call Appearance mode only—Call does not Auto Answer.
Probable Cause
Corrective Action
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 assign
a DID number to your extension and ask people
whose calls you want auto answered to dial your
DID number.
Caller ID is not working. The display shows  Phone#  and a digit for the name, and the same digit
for the phone number.
Troubleshooting
Probable Cause
Corrective Action
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.
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Outgoing Calls
No dial tone.
Probable Cause
Corrective Action
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.
Probable Cause
Corrective Action
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.
Probable Cause
Corrective Action
An outside phone number
cannot be accessed through
the Gateway.

Ensure that you enter a 9 or whatever digit, if any,
that must be dialed first for an 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.
Call Appearance mode
only—Your extension has a
trunk reservation for
outgoing calls, and all lines
and channels are being used
for active or incoming calls,
or are reserved for other
extensions.
Troubleshooting
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You cannot make international long distance calls.
Probable Cause
Corrective Action
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.
Probable Cause
Corrective Action
Call Appearance mode
only—If any x11 extensions
already exist (such as 411, or
611), then the extensions
take precedence. In other
words, dialing 411 calls
extension 411, not the 411
directory service. 911 cannot
be assigned as an extension
number.

Consult your system administrator.

Ensure that you enter a 9 or whatever digit, if any,
that must be dialed first for an outside call. For
example, 9-1-555-0123.
Call Appearance mode only—The PSTN Trunk reservation is not being honored.
Probable Cause
Corrective Action
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.
DDNs (Directory Dial Numbers) do not dial out properly from the Call Log.
Troubleshooting
Probable Cause
Corrective Action
This system does not support
DDN.

DDNs in the Call Log are treated like all other
caller ID phone numbers.
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Voicemail
Voicemail is not received at the extension you called.
Probable Cause
Corrective Action
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.
Your Deskset does not receive Voicemail.
Probable Cause
Corrective Action
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.

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.
Call Appearance mode only—Number of new messages or all messages does not match on
Cordless Handset and Deskset.
Troubleshooting
Probable Cause
Corrective Action
Cordless Handsets registered
to Desksets that have access
to Group Mailboxes do not
recognize the messages in
the Group Mailboxes.

None. The optional Cordless Handsets do not
have access to Group Mailboxes. Therefore,
Group Mailbox messages do not appear on the
Handset.
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Incomplete Voicemail messages.
Probable Cause
Corrective Action
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.
Probable Cause
Corrective Action
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.
Troubleshooting
Probable Cause
Corrective Action
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.
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The system does not respond to remote Voicemail commands.
Probable Cause
Corrective Action
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.
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Other Deskset Features
Other Desksets do not appear in the extension list.
Probable Cause
Corrective Action
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.
Probable Cause
Corrective Action
Call Appearance mode
only—The selected Deskset
is set up to forward all calls.

Select a different Deskset on which to record the
greeting.

Call Appearance mode only—Disable the call
forwarding on the selected Deskset. Press MENU
–> 1 –> 6.
There is no DistrList key so you cannot forward messages to a Distribution list.
Troubleshooting
Probable Cause
Corrective Action
The DistrList 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.
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You are unable to add an entry to Quick-Dial list.
Probable Cause
Corrective Action
If you have an SB67030/031
Deskset, the Quick-Dial list is
full — there are six entries
available.


Edit Quick-Dial entries on the Deskset to write
over an existing entry:
a.
Press the button to the right of
.
b.
Press Edit List to add or edit a Quick-Dial
entry.
Edit Quick-Dial entries on the WebUI to write over
an existing entry:
a.
Log in to the WebUI and click
Quick Dial Keys.
b.
Edit the Quick-Dial entries.
c.
Click
.
Your SB67030/031 Deskset
has been configured for Call
Queue. The Quick-Dial key
and Quick-Dial list are
unavailable.

See your system administrator if you need to use
Quick Dial instead of Call Queue.
If you have an SB67020
Deskset, the system
administrator must configure
one or more Programmable
Feature Keys as Quick Dial
keys before they can be
used.

Ask your system administrator to configure one
or more Quick-Dial keys for your Deskset.
Call Appearance mode only—You cannot make or receive phone calls on the T1 channels.
Troubleshooting
Probable Cause
Corrective Action
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.
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WebUI
Unable to access the WebUI Log-in page from my computer.
Probable Cause
Corrective Action
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.
Changes made in the WebUI are not saved.
Troubleshooting
Probable Cause
Corrective Action
must be clicked on
each page to confirm the
changes.

Click
changes.
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PC/Deskset Interaction
Internet connection or access to the local network on your computer does not work after installing
the Deskset.
Probable Cause
Corrective Action
The Ethernet cords are not
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.
Probable Cause
Corrective Action
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.
Troubleshooting
Probable Cause
Corrective Action
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.
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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 23 provides an alphabetical list of the labels that appear above the Deskset soft
keys.
Table 23.
Function
SB67020 Deskset Soft Key Functions
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.
End recording and return to previous
screen.
Opens the Distribution Lists.
Backspace the cursor when
entering data.
Drops the on-screen party from a
conference call.
Dials the on-screen entry.
Edit the current entry.
Allows dialing options before
calling a number.
Ends a conference call and hangs up all
parties.
Clears the current entry.
Clears NEW indication from a
message.
Ends paging.
Initiates a conference call.
Switches between first and last name
sort in the Directory and Extension lists.
Opens the Extension List.
Deletes all records.
Deletes a record.
Appendixes
Description
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Table 23.
Function
Back to Contents
SB67020 Deskset Soft Key Functions (Continued)
Description
Function
Opens the Park List.
Initiates Message Forward
function.
Inserts a two-second pause in a digit
string.
Forwards incoming call to
Voicemail.
Plays a message or recording.
Silences ringer during incoming
call.
Plays all Voicemail messages.
Plays a message from the Call Log.
Record an introductory message.
Plays a recording.
Adds the on-screen party to a
conference call.
Begins a recording.
Listen to a Voicemail message.
Retrieves a parked or queued call.
Create a new message for a
Distribution List.
Saves a setting.
Marks the current message as
NEW.
Stop recording.
Sends a Voicemail message.
Opens the Mailbox List.
Stores the name and number into the
Directory.
Creates a new Directory entry.
Initiates transfer of a call.
Cancels proposed action.
Confirms proposed action.
Displays a list of options.
Initiates a system page.
Parks a call.
Appendixes
Description
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Appendix B: Technical Specifications
Table 24 lists the technical specifications for the SB67020 Deskset.
Table 24.
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
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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
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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.
Unplug this product from the wall outlet and refer servicing to an authorized service
facility under the following conditions:
Appendixes

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.
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GLOSSARY
This glossary provides definitions that pertain to the Synapse telephone system.
active call: An established telephone call that is not on hold
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 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.
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 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.
DECT (Digital Enhanced Cordless Telecommunication): A wireless telephone
technology developed specifically for cordless telephones using frequencies between 1.8
and 1.9 Gigahertz. DECT communication is resistant to interference from other electronic
equipment, has longer range, and improved battery life.
Glossary
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default: The original product settings
deregister: To remove the association between an SB67030/031 Deskset and a Cordless
Handset or Cordless Headset
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 callers 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
DTMF (Dual-Tone Multi-Frequency): Telephone tones commonly known as “touch-tone”
Emergency Bypass Port: The fifth SB67010 PSTN Gateway jack that can provide
telephone operation during a power failure when used with an analog phone
Ethernet: A type of computer networking technology that connects devices via Local
Area Networks (LANs)
Extension Directory: A private list of names and phone numbers available to only a
single extension (referred to as “Personal list” on the Deskset)
Extension list: A list of names and extension numbers for the Synapse system
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
Gateway: A network device equipped for interfacing with another network that uses
different protocols
Glossary
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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.
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 made 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.
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
live dial: Dialing after the phone is off hook
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
put 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
Glossary
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NTP (Network Time Protocol): An Internet standard protocol that assures time
synchronization in a computer network
off hook: Indicates that you are on a phone call, have lifted the corded handset, or have
pressed SPEAKER or HEADSET to answer a call or to prepare to make a call. 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
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
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
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 make a call
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
Remote site: A Synapse site in another location that is linked to your office through a
SIP Gateway. You can call remote Desksets by dialing their extension number. You can
also make long-distance calls through a remote site as if you were dialing a local call.
Depending on your system configuration, you may need to dial a prefix such as 9 to make
Remote Site calls. Consult your system administrator.
RF (radio frequency): The communication channel for most Cordless Handsets and
Cordless 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
Glossary
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single-zone paging: Paging to a single set of overhead loudspeakers. All speakers
transmit the same announcement simultaneously.
SIP: Session Initiation Protocol, a signaling protocol used for voice and video
communications over the Internet
soft key: The Synapse Desksets and Cordless Handsets feature keys below the LCD
screen. The bottom of the screen displays the appropriate label for each key as the
function of the key changes.
subscriber: A user who can access messages in a Group 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
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.
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
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