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 trademark of Advanced American Telephones. Issue 1.0 2/11
User’s Guide
AT&T SB67020 Deskset

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Synapse SB67020 User’s Guide
C ONTENTS
Preface........................................................................................................................................................................ 8
Topic Navigation ...........................................................................................................................................................................................................................................9
Text Conventions .......................................................................................................................................................................................................................................11
SB67020 Deskset Menu Navigation................................................................................................................................................................................12
Additional Documentation ....................................................................................................................................................................................................................12
Overview ..................................................................................................................................................................13
SB67020 Deskset.......................................................................................................................................................................................................................................17
Idle Screen...................................................................................................................................................................................................................................18
Soft Keys.......................................................................................................................................................................................................................................19
Scroll Indicators ........................................................................................................................................................................................................................19
Status Icons.................................................................................................................................................................................................................................20
Call Appearances......................................................................................................................................................................................................................21
Call Timer.............................................................................................................................................................................................................................22
Call Information................................................................................................................................................................................................................22
Call Appearance Icons...................................................................................................................................................................................................23
Call Appearance LEDs ...................................................................................................................................................................................................24
Programmable Feature Keys ..............................................................................................................................................................................................25
Programmable Feature Key LEDs ............................................................................................................................................................................26
Dial-Pad Entry ............................................................................................................................................................................................................................28
Deskset Confirmation Screen ....................................................................................................................................................................................29
Deskset Notification Screens..............................................................................................................................................................................................29
Using the Speakerphone.......................................................................................................................................................................................................30
Using Help Screens..................................................................................................................................................................................................................30
Auto Attendant Information................................................................................................................................................................................................31
Caller Options ............................................................................................................................................................................................................................31

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Synapse SB67020 User’s Guide
Web Interface..........................................................................................................................................................32
Accessing the Web User Interface (WebUI).................................................................................................................................................................................33
Basic Settings ..............................................................................................................................................................................................................................................35
Extension Directory...................................................................................................................................................................................................................................37
Quick Dial ......................................................................................................................................................................................................................................................41
Voicemail Distribution .............................................................................................................................................................................................................................42
Help ..................................................................................................................................................................................................................................................................46
Deskset Settings.....................................................................................................................................................47
Deskset Menu ..............................................................................................................................................................................................................................................48
Features..........................................................................................................................................................................................................................................................49
User Settings................................................................................................................................................................................................................................................50
Greetings ......................................................................................................................................................................................................................................52
Voicemail Greetings........................................................................................................................................................................................................53
Name Recording...............................................................................................................................................................................................................55
Call Management......................................................................................................................................................................................................................56
Call Forward All and Call Forward–No Answer................................................................................................................................................57
Call Fwd All – Mailbox ..................................................................................................................................................................................................58
Call Fwd All – Extension ..............................................................................................................................................................................................59
Call Fwd All – Outside Phone Number.................................................................................................................................................................60
Automatic Answering.....................................................................................................................................................................................................61
Deskset Settings .......................................................................................................................................................................................................................62
Display...................................................................................................................................................................................................................................63
Sounds...................................................................................................................................................................................................................................64
Volume Settings................................................................................................................................................................................................................65
Preferred Audio Mode ...................................................................................................................................................................................................66
Directory Settings.....................................................................................................................................................................................................................67
User Password ...........................................................................................................................................................................................................................68
Change User Password.................................................................................................................................................................................................69

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Synapse SB67020 User’s Guide
Admin Settings............................................................................................................................................................................................................................................70
Deskset Information .................................................................................................................................................................................................................................71
Operator Auto-Attendant Settings ...................................................................................................................................................................................................72
Using Do Not Disturb (DND).................................................................................................................................................................................................................73
Accessing Items in Lists ........................................................................................................................................74
Accessing the Call Queue List ............................................................................................................................................................................................................75
Accessing the Park List ..........................................................................................................................................................................................................................76
Accessing Voicemail.................................................................................................................................................................................................................................77
Accessing the Directory .........................................................................................................................................................................................................................79
Accessing the Call Log ...........................................................................................................................................................................................................................80
Accessing the Extension List ...............................................................................................................................................................................................................81
Accessing Quick-Dial Numbers...........................................................................................................................................................................................................82
Accessing the Redial List.......................................................................................................................................................................................................................83
Dialing a Redial number........................................................................................................................................................................................................84
Storing Redial Entries.............................................................................................................................................................................................................85
Deleting Redial Entries ..........................................................................................................................................................................................................86
Searching the Directory or Extension Lists Using the Dial Pad .........................................................................................................................................87
Directory...................................................................................................................................................................88
Using the Directory...................................................................................................................................................................................................................................89
Viewing and Calling Directory Entries.............................................................................................................................................................................................90
Creating a New Personal List Entry .................................................................................................................................................................................................92
Editing a Personal List Entry................................................................................................................................................................................................................93
Storing Directory Entries from the Call Log or Redial List ...................................................................................................................................................94
Deleting a Personal List Entry.............................................................................................................................................................................................................95
Directory Sort ..............................................................................................................................................................................................................................................96

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Synapse SB67020 User’s Guide
Voicemail..................................................................................................................................................................97
Voicemail Overview ..................................................................................................................................................................................................................................98
[ATA] Group Mailbox Overview....................................................................................................................................................................................................... 100
Accessing Your Message List............................................................................................................................................................................................................ 102
Message Playback................................................................................................................................................................................................................. 103
Calling the Messenger ........................................................................................................................................................................................................ 105
Forwarding a Message........................................................................................................................................................................................................ 106
Forwarding a Voicemail Message ......................................................................................................................................................................... 107
Recording an Introduction to Send with a Forwarded Message........................................................................................................... 109
Create and Send a New Message to a Distribution List ..................................................................................................................................................... 110
Deleting Messages................................................................................................................................................................................................................ 111
New Message Status Indications ................................................................................................................................................................................... 112
Personal Voicemail Remote Operations ..................................................................................................................................................................................... 113
Call Log...................................................................................................................................................................116
Using the Call Log.................................................................................................................................................................................................................................. 117
Managing Missed Calls......................................................................................................................................................................................................................... 118
Voicemail Messages in Call Logs................................................................................................................................................................................... 119
Storing Call Log Entries....................................................................................................................................................................................................................... 120
Deleting Call Log Entries .................................................................................................................................................................................................................... 121
Outgoing Calls.......................................................................................................................................................122
Active Call Screen .................................................................................................................................................................................................................................. 123
Predialing....................................................................................................................................................................................................................................................124
Live Dialing ................................................................................................................................................................................................................................................ 125
Making a Call from a List.................................................................................................................................................................................................................... 126

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Synapse SB67020 User’s Guide
Incoming Calls.......................................................................................................................................................127
An Incoming Call Screen .................................................................................................................................................................................................................... 128
Incoming Call Indication ..................................................................................................................................................................................................................... 129
Answering a Call..................................................................................................................................................................................................................................... 130
To Silence a Call ..................................................................................................................................................................................................................................... 131
To Forward All Calls.............................................................................................................................................................................................................................. 132
Call Screening .......................................................................................................................................................................................................................................... 133
Auto Answering ....................................................................................................................................................................................................................................... 134
Call Management..................................................................................................................................................135
Call Management.................................................................................................................................................................................................................................... 136
Held Calls....................................................................................................................................................................................................................................................137
Transferring a Call Overview ............................................................................................................................................................................................................ 138
Transfer Rules.......................................................................................................................................................................................................................... 138
Transferring a Call................................................................................................................................................................................................................. 139
Conferencing............................................................................................................................................................................................................................................. 140
Hold and Cancel a Conference ...................................................................................................................................................................................... 141
Parking a Call ........................................................................................................................................................................................................................................... 142
Retrieve a Parked Call ........................................................................................................................................................................................................ 143
Call Management with one Call Appearance........................................................................................................................................................................... 144
Call Management Using a Headset ............................................................................................................................................................................................... 145
Paging .....................................................................................................................................................................146
Paging .......................................................................................................................................................................................................................................................... 147

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Synapse SB67020 User’s Guide
Troubleshooting....................................................................................................................................................148
Common Troubleshooting Procedures ........................................................................................................................................................................................ 149
Display Messages....................................................................................................................................................................................................................................151
WebUI........................................................................................................................................................................................................................................................... 154
Deskset Menu ........................................................................................................................................................................................................................................... 155
PC/Deskset Interaction ....................................................................................................................................................................................................................... 156
Calls............................................................................................................................................................................................................................................................... 157
Calls Generally........................................................................................................................................................................................................................ 157
Incoming Calls......................................................................................................................................................................................................................... 161
Outgoing Calls ........................................................................................................................................................................................................................ 167
Voicemail ...................................................................................................................................................................................................................................170
Other Deskset Features....................................................................................................................................................................................................................... 172
[ATA] Group Mailbox ........................................................................................................................................................................................................... 175
Appendixes ............................................................................................................................................................176
Appendix A: Soft Keys .......................................................................................................................................................................................................................... 176
Deskset Soft Keys.................................................................................................................................................................................................................. 176
Appendix B: Technical Specifications ........................................................................................................................................................................................... 178
Appendix C: Maintenance................................................................................................................................................................................................................... 179
Appendix D: Important Safety Instructions................................................................................................................................................................................ 180
Appendix E: Limited Warranty.......................................................................................................................................................................................................... 182
Glossary..................................................................................................................................................................186

Synapse SB67020 User’s Guide
Preface 8
P REFACE
This user’s guide provides instructions for using your Synapse SB67020 Deskset telephone with software version 1.7.10 or newer.
Although the Quick Start Guide also includes information on using the devices, 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 180 of this guide. Please
thoroughly read this user’s guide for all the feature operations and troubleshooting information necessary to install and operate
your new AT&T product.
The following sections provide instructions for using this guide:
“Topic Navigation” on page 9
“Text Conventions” on page 11
“SB67020 Deskset Menu Navigation” on page 12.
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].
Some illustrations in this document contain very small text that is not intended to be read. Sometimes the image is
present just to help you find the correct screen; in others, full-size text conveys the intended information.

Preface 9
Synapse SB67020 User’s Guide
Topic Navigation
This user’s guide allows easy navigation between topics and the ability to return to your original topic. Figure 1 illustrates the
navigation conventions within the user’s guide.
Figure 1. User’s Guide Navigation
Task Link
Click on this link to move to the beginning
of the instructions for this task.
Back to Table of Contents
Click on the page heading to
move to the Table of Contents.
Previous
and Next
Page
Back to
Last Page
Viewed

Preface 10
Synapse SB67020 User’s Guide
Figure 2 illustrates the navigation features of Adobe® Reader.
Figure 2. Adobe Reader Navigation
Adobe Reader
Navigation
Click on a
bookmark to go
to the first page
of the listed topic.
Adobe Reader Find (Ctrl +F)
Enter words or phrases that you
want to find in this document.
Adobe Reader Search
Select Edit –> Search...
on the Menu bar to
open this tool which
creates a list of all
instances of a word or
phrase. You can also
search all files in any
folder.

Preface 11
Synapse SB67020 User’s Guide
Text Conventions
Table 1 lists text formats and their uses.
Table 1. Description of Text Conventions
Text Format Description
Screen Identifies text that displays on the screen in a title, menu, or
prompt.
HARD KEY or DIAL-PAD KEY Identifies a hard key, including the dial-pad keys.
Identifies a soft key.
Figure 1, Table 1 Identifies a figure or table.
“Topic Navigation” on page 9 Identifies a hyperlink to another part of this document or, if it
begins with ”www”, an internet web site. You need internet
access to view web sites.
[ATA] Identifies information that involves an optional Synapse
device. See “Overview” on page 13.
Example of a Note.
Example of a Caution.
Notes give more information, usually in a procedure.
A caution means that loss of data or unintended
circumstances may result.

Preface 12
Synapse SB67020 User’s Guide
SB67020 Deskset Menu Navigation
To access items in the menus, you can either use the Navigation key to scroll to the function and press SELECT or press a dial-
pad key. The procedures in this guide use dial-pad entry as the preferred method for selecting a function.
Additional Documentation
Downloadable copies of all Synapse documents, including user’s and administrator’s guides, installation instructions and
quick-start guides, are available at www.telephones.att.com/synapseguides.

Synapse SB67020 User’s Guide
Overview 13
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.
Each system needs a person to perform system administration functions such as setting up
and modifying system configurations. This system administrator can be an employee or your
telephone equipment provider.
Someone may also be designated the system operator. This is the extension that outside
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). When the Auto Attendant is disabled, all
outside calls, by default, go to the system operator.
This chapter provides an overview of the functions and features of the SB67020 Deskset.

Overview 14
Synapse SB67020 User’s Guide
The Synapse system includes the following Synapse devices and software.
1. AT&T SB67010 PSTN Gateway — Each PSTN Gateway provides access to up to four
telephone lines. Information that is only about the PSTN Gateway is designated by
[PSTN] in this user’s guide.
2. AT&T SB67060 T1 Gateway — The T1 Gateway can provide access to up to 23 outside
voice channels and additional features, which your system administrator may enable.
Information that is only about the T1 Gateway is designated by [T1] in this user’s guide.
3. AT&T SB67020 Deskset — A Deskset with a standard screen and Programmable
Feature Keys.
4. AT&T SB67030 Deskset — A Deskset with a large screen and a DECT 6.0 radio to host
the optional Cordless Handset and Headset.
5. AT&T SB67040 Cordless Accessory Handset (Optional, requires SB67030 Deskset)—
The Cordless Handset duplicates many of the Deskset features and provides a high
degree of mobility.
6. AT&T TL7600 Cordless Accessory Headset (Optional, requires SB67030 Deskset)—
The Headset lets you work while you talk.
7. AT&T SB67050 Analog Terminal Adapter (ATA - Optional) — The ATA allows the
integration of non-Synapse devices, such as 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. Information that
is only about the Analog Terminal Adapter is designated by [ATA] in this user’s guide.
7
1
3
56
2
4

Overview 15
Synapse SB67020 User’s Guide
8. Web User Interface (WebUI) — The WebUI provides the ability to customize your system
for your business from a PC that is on the same Local Area Network. The WebUI resides
on the Gateways, ATA, and Desksets, and is updated with device software updates.
8

Overview 16
Synapse SB67020 User’s Guide
The Synapse system differs from conventional telephone systems in that calls are not coordinated by a central controller. Instead,
the system uses a distributed control system over a new or existing Local Area Network (LAN). Figure 3 illustrates a sample system
with outside telephone connections in blue and ethernet cables in red.
Figure 3. Sample System Network

Overview 17
Synapse SB67020 User’s Guide
SB67020 Deskset
Figure 4 identifies and describes the display and key functional areas for the SB67020 Deskset.
Figure 4. SB67020 Deskset Layout
Liquid Crystal Display (LCD)
Provides controls and
information for using the
Deskset.
Voicemail Indicator
Illuminates when there are new
Voicemail messages.
Handset
Soft Keys
Three keys that produce
different actions, depending on
the LCD labels.
Display Keys
Control menu functions shown
in the display.
Programmable Feature Keys
Provide easy access to various
call functions.
Navigation
Moves the cursor up/down/
left/right and shows additional
soft keys.
SPEAKER
Starts or answers a call in Idle
mode. During a call, toggles
audio to and from the
speakerphone.
HEADSET
Toggles audio to and from the
speakerphone and an accessory
headset (not supplied).
Volume Keys
Increase and decrease the ring
volume. During a call, increase
and decrease incoming voice
volume.
MUTE
Mutes the
microphone.
HOLD
Allows access to other calls
and features while maintaining
call connection.
Dial Pad

Overview 18
Synapse SB67020 User’s Guide
Idle Screen
Figure 5 identifies the basic elements on the Idle screen. The Idle screen displays when the system is first turned on and when
there is no call activity. The display is backlit when you are using it, but the backlight turns off 30 seconds after the most recent
button press.
.
Figure 5. SB67020 Deskset Idle Screen
Date and Time
Extension Name
Name assigned to this Deskset
Wed Sep 08 11:09AM
John Smith EXT 219
3 New Mis s ed Calls
2 New Messages
New Missed Calls
Number of new calls whose call
information has not been reviewed.
Extension Number
Message Status
Number of new, unreviewed voice messages.

Overview 19
Synapse SB67020 User’s Guide
Soft Keys
Soft keys are a set of three context-sensitive keys that provide functions based on the screen. The top example as illustrated in
Figure 6 shows the soft key labels on the active call screen.
The soft key labels change according to the current task. For example, if you are holding a call, the key labels displayed are
different from those displayed if you are making a call. See “Appendix A: Soft Keys” on page 176 for an alphabetical list of the
labels that appear above the soft keys.
The top example shows the soft
key labels for the soft keys on the
active call screen.
The second example shows soft
keys with and that
indicate the feature uses more
than three soft keys. To view the
additional keys, press the or
Navigation key.
Scroll Indicators
Scroll indicators appear in the upper right-hand corner of the display, as shown in Figure 6, when more information can be seen
by pressing the and Navigation key.
Soft Keys
Change according
to the current task. Scroll
Indicators
Figure 6. Soft Keys and Scroll Indicators

Overview 20
Synapse SB67020 User’s Guide
Status Icons
Status Icons show Deskset status in the upper right-hand corner of the display as shown in Figure 7 and as described in Table 2.
Figure 7. Sample Status Icons
Table 2. Status Icons
Icon Status Icon Status
Message Recording
This icon indicates that a message is being
recorded.
Call Forwarded
Indicates an internal call forwarded beyond the
originally dialed number.
1, 2, 3... Indicates the number of the associated Call
Appearance Programmable Feature Key.
Less than five minutes
There is less than five minutes remaining of
Voicemail storage space.
Ring Delay Auto Answer is ON
Call Forward All is ON Do Not Disturb is ON
Ringer volume set to zero
The ringer is silent.
Voicemail full
Status Icon Area
ANS
FWD
DND