AT&T Synapse SB67020 User manual

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

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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.
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