AT&T Synapse SB67020 User manual

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AT&T SB67020 Deskset
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User’s Guide

2
Synapse SB67020 Deskset User’s Guide
C ONTENTS
Preface ..............................................................................................................6
Additional Documentation .................................................................................................................................6
Topic Navigation .....................................................................................................................................................7
Text Conventions.................................................................................................................................................... 7
Overview...........................................................................................................8
Synapse System Overview .................................................................................................................................9
SB67020 Deskset Description....................................................................................................................... 10
Deskset Hard Keys............................................................................................................................. 11
Modes of Operation ........................................................................................................................................... 12
Call Appearance Mode .................................................................................................................... 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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Synapse SB67020 Deskset User’s Guide
Making an Intercom Call.................................................................................................................................. 32
Calling a Restricted Number.......................................................................................................................... 33
Calling Restricted Numbers on Your Extension.................................................................. 33
Calling Restricted Numbers Using Another Extension .................................................... 33
Incoming Calls ...............................................................................................34
Incoming Call Screen......................................................................................................................................... 35
Incoming Call Indication .................................................................................................................................. 36
Call Appearance Mode .................................................................................................................... 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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Synapse SB67020 Deskset User’s Guide
Storing Directory Entries from the Call Log or Redial List............................................................. 69
Deleting a Personal List Entry ...................................................................................................................... 70
Sorting Directory Entries.................................................................................................................................. 71
Voicemail ........................................................................................................72
Voicemail Overview ............................................................................................................................................ 73
Group Mailbox Overview ................................................................................................................ 74
Accessing Your Messages ............................................................................................................................... 76
Message Playback.............................................................................................................................. 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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Synapse SB67020 Deskset User’s Guide
Deskset Information.........................................................................................................................................119
Auto-Attendant Settings................................................................................................................................120
Using Do Not Disturb (DND) ........................................................................................................................121
Web Interface ............................................................................................. 122
Accessing the Web User Interface (WebUI).........................................................................................123
Error Handling....................................................................................................................................124
Basic Settings......................................................................................................................................................125
Extension Directory ..........................................................................................................................................127
Quick Dial..............................................................................................................................................................129
Voicemail Distribution .....................................................................................................................................130
Help ..........................................................................................................................................................................133
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 A: Soft Keys.....................................................................................................................................153
Appendix B: Technical Specifications......................................................................................................155
Appendix C: Maintenance..............................................................................................................................156
Appendix D: Important Safety Instructions...........................................................................................157
Glossary ....................................................................................................... 158

Preface 6
Synapse SB67020 Deskset User’s Guide Back to Contents
P REFACE
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.
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.
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 [phone]. In Canada,
dial 1 [phone].

Preface 7
Synapse SB67020 Deskset User’s Guide Back to Contents
Topic Navigation
This Synapse SB67020 Deskset User’s Guide features easy navigation between topics and
the ability to return to your original topic.
Text in blue indicates a link to another page in the document. Bold text in blue
indicates a hyperlink to an external web site.
You can also click the arrows at the bottom of the page to move around this document.
Text Conventions
Table 1 lists text formats and describes how they are used in this guide.
Go back to the last page viewed.
Go to the previous page.
Go to the next page.
Table 1. Description of Text 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.
Identifies a soft key.
Example of a Note.
Example of a Caution.
CallFwd
Notes provide important information
about a feature or procedure.
A caution means that loss of data or
unintended circumstances may result.

Overview 8
Synapse SB67020 Deskset User’s Guide Back to Contents
CHAPTER
1
O VERVIEW
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.
“Synapse System Overview” on page 9
“SB67020 Deskset Description” on page 10
“Modes of Operation” on page 12.

Overview 9
Synapse SB67020 Deskset User’s Guide Back to Contents
Synapse System Overview
Your Deskset is part of the Synapse System. Synapse differs from conventional telephone
systems in that calls are not coordinated by a central controller. Instead, Synapse uses
a distributed control system over a Local Area Network (LAN). Figure 1 illustrates a
sample system with outside telephone connections in blue and Ethernet cables in red.
Figure 1. Sample Synapse System

Overview 10
Synapse SB67020 Deskset User’s Guide Back to Contents
SB67020 Deskset Description
The key external features of the Deskset are identified in Figure 2 and described in
Table 2.
Figure 2. Deskset Layout
Table 2 Deskset Features
1. Liquid Crystal Display (LCD) Provides controls and information for using the
Deskset.
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.
1
2
4
35
6
7
8

Overview 11
Synapse SB67020 Deskset User’s Guide Back to Contents
Deskset Hard Keys
The hard keys include the standard telephone dial-pad keys and a set of function keys.
The Deskset hard keys are identified in Figure 3 and described in Table 3.
Figure 3. Deskset Function Keys
Table 3 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.
1 2
3
4
5

Overview 12
Synapse SB67020 Deskset User’s Guide Back to Contents
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.
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.
Wed Sep 08 11:09AM
John Smith EXT 219
3 New Mis s ed Calls
2 New Messages
Message Status
Number of new,
unreviewed voice
messages.
Your Extension
Number
Extension numbers
may be 3 or 4 digits.
Date and Time
Extension Name
Name assigned to
this Deskset
New Missed Calls
Number of new calls whose
call information has not been
reviewed. (Call Appearance
mode only)

Overview 13
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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 14
Synapse SB67020 Deskset User’s Guide Back to Contents
Soft Keys
Soft keys are a set of three context-sensitive keys that provide functions based on what
you are doing on the Deskset. The top example as illustrated in Figure 5 shows the soft
key labels on the active call screen in Call Appearance mode.
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 .
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 .
Scroll Indicators
Soft Keys
Change according
to the current task.

Overview 15
Synapse SB67020 Deskset User’s Guide Back to Contents
Deskset Status Indicators
Status indicators appear in the upper right-hand corner of the Deskset display, as shown
in Figure 6 and as described in Table 4.
Figure 6. Sample Status Indicator
Table 4 Status Indicators
Icon Status
1, 2, 3... Indicates the number of the associated Call Appearance or Line
Appearance key.
Audible Ring Delay is 10 seconds. The number indicates the delay you
have set.
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.
Call Appearance mode only—Auto Answer is ON.
Do Not Disturb is ON.
Voicemail is full.
Status
Indicator Area
FWD
ANS
DND

Overview 16
Synapse SB67020 Deskset User’s Guide Back to Contents
Call Indicators
When the Deskset has an incoming, ongoing, or Held call, information about the call
appears on the display. The Deskset screen displays one call at a time. You can access
each call by pressing a Call Appearance or Line Appearance key. 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.
Figure 7. Active Call Screen (Call Appearance mode shown)
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.
Call Status Icon
Call Timer
Displays the duration of
the current call status,
such as how long the call
has been held.
Transfer and Park soft keys do not
appear in Line Appearance mode.

Overview 17
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Call Indicators in Call Appearance mode
When there are multiple calls in Call Appearance mode, and icons indicate the
presence of other calls.
Review calls by pressing 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 . The previous active call is put on hold.
return to the active call screen by pressing (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 . Your conversation
with the first call continues, but the screen stays with the second call. You can
press:
or or to return to the first call screen.
to listen to the message that the second caller is leaving. The first
call is put on hold.
to interrupt the second caller’s message and answer the call.
When all the Call Appearances are in use:
You cannot start a new call by lifting the handset, or by pressing SPEAKER or
HEADSET. Instead, the screen briefly displays Call capacity reached. Park or
end a Call to make a Call Appearance available.
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.
Answer
Ignore
FwdVM
Clear
Listen
Answer

Overview 18
Synapse SB67020 Deskset User’s Guide Back to Contents
Call Indicators in Line Appearance mode
In Line Appearance mode, Line Appearance key LEDs indicate the presence of other calls.
While you are on an active call and another call comes in, the incoming call screen takes
over the display. You can:
answer the call by pressing the flashing green Line Appearance key or by
pressing . The previous active call is put on hold.
return to the active call screen by pressing .
When all the lines are in use:
You cannot start a new call by lifting the handset, or by pressing SPEAKER or
HEADSET. Instead, the screen briefly displays All Lines Busy.
Unanswered incoming calls 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.
Answer
Ignore

Overview 19
Synapse SB67020 Deskset User’s Guide Back to Contents
Call Status Icons
Table 5 shows and describes the call status icons. The number beside an icon indicates
the number of the associated Call Appearance or Line Appearance key. See
“Programmable Feature Keys” on page 20 for a complete description.
Call Status LEDs
The Call Status LEDs flash to indicate call status as described in Table 6.
Table 5 Call Status Icons
Icon Status Icon Status
Off Hook
Indicates that you have lifted the
handset, pressed SPEAKER or
HEADSET, or you are on a phone
call.
Ringing Call and Ignored Call
Indicates an incoming call.
Conference
Indicates a conference call.
Ringing Ring Group or Call Queue Call
and Ignored Ring Group or Call Queue
Call
Call Appearance mode only—
Indicates incoming Ring Group or Call
Queue calls.
Conference On Hold
Indicates you have put a conference
call on hold.
On Hold
Indicates you have put the call on hold.
Call Screening
Call Appearance mode only—
Indicates the caller is leaving a
message. You can answer the call,
listen to the recording in progress,
or return to the idle screen.
Call Forwarded
Indicates an internal call forwarded
beyond your originally dialed number.
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 20
Synapse SB67020 Deskset User’s Guide Back to Contents
Programmable Feature Keys
The Deskset has ten Programmable Feature keys as shown in Figure 2 on page 10. In
Call Appearance mode, key 1 (top) is a Call Appearance, and is not programmable. Your
system administrator can program the other nine keys to be used as Call Appearances,
function keys, or Quick-Dial keys. 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 Programmable Feature Key Default Functions (Call Appearance Mode)
Key Function Label For more information, see...
1Call 1a
a. Non-programmable.
“Call Indicators” on page 16
2Call 2
3Park List “Accessing the Park List” on page 57
4Page “Sending a Page” on page 95
5Do Not Disturb “Using Do Not Disturb (DND)” on page 121
6Call Forward All “Call Forward All and Call Forward–No Answer” on
page 106
7Redial “Accessing the Redial List” on page 60
8Directory “Using the Directory” on page 65
9Call Log “Using the Call Log” on page 88
10 Messages “Voicemail Overview” on page 73
Table 8 Programmable Feature Key Default Functions (Line Appearance Mode)
Key Function Label For more information, see...
1Line 1 “Line Appearance Mode” on page 12
2Line 2
3Line 3
4Line 4
5Page “Sending a Page” on page 95
6Redial “Accessing the Redial List” on page 60
7Directory “Using the Directory” on page 65
8Call Log “Using the Call Log” on page 88
9Messages “Voicemail Overview” on page 73
10 Intercoma
a. Non-programmable.
“Making an Intercom Call” on page 32