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 /11
User’s Guide
AT&T SB67020 Deskset

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Synapse SB67020 Deskset User’s Guide
C ONTENTS
Preface........................................................................................................................................................................ 8
Topic Navigation ...........................................................................................................................................................................................................................................9
Text Conventions .......................................................................................................................................................................................................................................10
SB67020 Deskset Menu Navigation................................................................................................................................................................................11
Additional Documentation ....................................................................................................................................................................................................................11
Overview ..................................................................................................................................................................12
Synapse System Overview ....................................................................................................................................................................................................................13
SB67020 Deskset Description.............................................................................................................................................................................................................14
Modes of Operation..................................................................................................................................................................................................................................15
Call Appearance Mode...........................................................................................................................................................................................................15
Line Appearance Mode..........................................................................................................................................................................................................16
Soft Keys ........................................................................................................................................................................................................................................................17
Scroll Indicators..........................................................................................................................................................................................................................................17
Status Icons ..................................................................................................................................................................................................................................................18
Call Indicators .............................................................................................................................................................................................................................................19
Call Indicators in Call Appearance mode.....................................................................................................................................................................20
Call Indicators in Line Appearance mode ....................................................................................................................................................................21
Call Status Icons .......................................................................................................................................................................................................................22
Call Status LEDs ........................................................................................................................................................................................................................23
Programmable Feature Keys................................................................................................................................................................................................................24
Programmable Feature Key LEDs.....................................................................................................................................................................................25
Dial-Pad Entry..............................................................................................................................................................................................................................................27
Deskset Confirmation Screen ..............................................................................................................................................................................................................28
Deskset Notification Screens...............................................................................................................................................................................................................28
Using the Speakerphone........................................................................................................................................................................................................................29
Using Help Screens...................................................................................................................................................................................................................................29

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Synapse SB67020 Deskset User’s Guide
About the Auto Attendant ....................................................................................................................................................................................................................30
Caller Options ............................................................................................................................................................................................................................30
Outgoing Calls.........................................................................................................................................................31
Active Call Screen .....................................................................................................................................................................................................................................32
Predialing.......................................................................................................................................................................................................................................................33
Live Dialing ...................................................................................................................................................................................................................................................34
Making a Call from a List.......................................................................................................................................................................................................................35
Making an Intercom Call (Line Appearance Mode)...................................................................................................................................................................36
Incoming Calls.........................................................................................................................................................37
Incoming Call Screen...............................................................................................................................................................................................................................38
Incoming Call Indication ........................................................................................................................................................................................................................39
Call Appearance Mode...........................................................................................................................................................................................................39
Line Appearance Mode..........................................................................................................................................................................................................39
Answering a Call........................................................................................................................................................................................................................................40
Ignoring a Call.............................................................................................................................................................................................................................................41
To Forward All Calls.................................................................................................................................................................................................................................42
Call Screening .............................................................................................................................................................................................................................................43
Auto Answering ..........................................................................................................................................................................................................................................44
Answering Calls in the Call Queue...................................................................................................................................................................................................45
Call Management....................................................................................................................................................46
Call Management.......................................................................................................................................................................................................................................47
Placing a Call on Hold (Call Appearance Mode)........................................................................................................................................................................48
Placing a Call on Hold (Line Appearance Mode).......................................................................................................................................................................49
Transferring a Call Overview ...............................................................................................................................................................................................................50
Transferring a Call....................................................................................................................................................................................................................51

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Synapse SB67020 Deskset User’s Guide
Conferencing................................................................................................................................................................................................................................................52
Hold and Cancel a Conference .........................................................................................................................................................................................53
Parking a Call ..............................................................................................................................................................................................................................................54
Retrieving a Parked Call .......................................................................................................................................................................................................55
Call Management with one Call Appearance..............................................................................................................................................................................56
Call Management Using a Headset ..................................................................................................................................................................................................57
Accessing Items in Lists ........................................................................................................................................58
Accessing the Call Queue List ............................................................................................................................................................................................................59
Accessing the Park List ..........................................................................................................................................................................................................................60
Accessing Voicemail.................................................................................................................................................................................................................................61
Accessing the Directory .........................................................................................................................................................................................................................63
Accessing the Call Log ...........................................................................................................................................................................................................................64
Accessing the Extension List ...............................................................................................................................................................................................................65
Accessing Quick-Dial Numbers...........................................................................................................................................................................................................66
Accessing the Redial List.......................................................................................................................................................................................................................67
Dialing a Redial Number.......................................................................................................................................................................................................68
Storing Redial Entries.............................................................................................................................................................................................................69
Deleting Redial Entries ..........................................................................................................................................................................................................70
Searching the Directory or Extension Lists Using the Dial Pad .........................................................................................................................................71
Accessing the Held Calls List (Line Appearance mode).........................................................................................................................................................72
Directory...................................................................................................................................................................73
Using the Directory...................................................................................................................................................................................................................................74
Viewing and Calling Directory Entries.............................................................................................................................................................................................75
Creating a New Personal List Entry .................................................................................................................................................................................................77
Editing a Personal List Entry................................................................................................................................................................................................................78
Storing Directory Entries from the Call Log or Redial List ...................................................................................................................................................79
Deleting a Personal List Entry.............................................................................................................................................................................................................80
Directory Sort ..............................................................................................................................................................................................................................................81

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Synapse SB67020 Deskset User’s Guide
Voicemail..................................................................................................................................................................82
Voicemail Overview ..................................................................................................................................................................................................................................83
Group Mailbox Overview........................................................................................................................................................................................................................85
Accessing Your Messages......................................................................................................................................................................................................................87
Message Playback....................................................................................................................................................................................................................88
Calling the Messenger ...........................................................................................................................................................................................................90
Forwarding a Message...........................................................................................................................................................................................................91
Forwarding a Voicemail Message ............................................................................................................................................................................92
Recording an Introduction to Send with a Forwarded Message..............................................................................................................94
Sending a New Message to a Distribution List...........................................................................................................................................................................95
Deleting Messages ....................................................................................................................................................................................................................................96
New Message Status Indications .......................................................................................................................................................................................................97
Accessing Your Voicemail Remotely................................................................................................................................................................................................98
Call Log...................................................................................................................................................................101
Using the Call Log.................................................................................................................................................................................................................................. 102
Managing Missed Calls......................................................................................................................................................................................................................... 103
Voicemail Messages in Call Logs................................................................................................................................................................................... 104
Storing Call Log Entries....................................................................................................................................................................................................................... 105
Deleting Call Log Entries .................................................................................................................................................................................................................... 106
Paging .....................................................................................................................................................................107
Sending a Page........................................................................................................................................................................................................................................ 108
Deskset Settings...................................................................................................................................................109
Deskset Menu ........................................................................................................................................................................................................................................... 110
Features....................................................................................................................................................................................................................................................... 111
User Settings............................................................................................................................................................................................................................................. 113
Greetings ................................................................................................................................................................................................................................... 115

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Synapse SB67020 Deskset User’s Guide
Voicemail Greetings..................................................................................................................................................................................................... 116
Name Recording............................................................................................................................................................................................................ 118
Call Management................................................................................................................................................................................................................... 119
Call Forward All and Call Forward–No Answer............................................................................................................................................. 120
Automatic Answering.................................................................................................................................................................................................. 122
Deskset Settings .................................................................................................................................................................................................................... 123
Display ................................................................................................................................................................................................................................ 124
Sounds................................................................................................................................................................................................................................ 125
Volume Settings............................................................................................................................................................................................................. 126
Preferred Audio Mode ................................................................................................................................................................................................ 127
Directory Settings.................................................................................................................................................................................................................. 128
Setting and Changing Your Password ........................................................................................................................................................................ 129
Changing Your Password.......................................................................................................................................................................................... 130
Admin Settings......................................................................................................................................................................................................................................... 131
Deskset Information .............................................................................................................................................................................................................................. 132
Operator Auto-Attendant Settings ................................................................................................................................................................................................ 133
Using Do Not Disturb (DND).............................................................................................................................................................................................................. 134
Web Interface........................................................................................................................................................135
Accessing the Web User Interface (WebUI).............................................................................................................................................................................. 136
Error Handling ......................................................................................................................................................................................................................... 138
Basic Settings ........................................................................................................................................................................................................................................... 139
Extension Directory................................................................................................................................................................................................................................ 141
Quick Dial ................................................................................................................................................................................................................................................... 144
Voicemail Distribution .......................................................................................................................................................................................................................... 145
Help ............................................................................................................................................................................................................................................................... 149
Troubleshooting....................................................................................................................................................150
Common Troubleshooting Procedures ........................................................................................................................................................................................ 151
Display Messages.................................................................................................................................................................................................................................... 152

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Synapse SB67020 Deskset User’s Guide
Calls Generally......................................................................................................................................................................................................................................... 154
Incoming Calls.......................................................................................................................................................................................................................................... 158
Outgoing Calls ......................................................................................................................................................................................................................................... 161
Voicemail.....................................................................................................................................................................................................................................................164
Other Deskset Features....................................................................................................................................................................................................................... 167
WebUI........................................................................................................................................................................................................................................................... 169
PC/Deskset Interaction ....................................................................................................................................................................................................................... 170
Appendixes ............................................................................................................................................................171
Appendix A: Soft Keys .......................................................................................................................................................................................................................... 171
Appendix B: Technical Specifications ........................................................................................................................................................................................... 173
Appendix C: Maintenance................................................................................................................................................................................................................... 174
Appendix D: Important Safety Instructions................................................................................................................................................................................ 175
Appendix E: Limited Warranty.......................................................................................................................................................................................................... 177
Glossary..................................................................................................................................................................181

Synapse SB67020 Deskset User’s Guide
Preface 8
P REFACE
This User’s Guide provides instructions for using your Synapse SB67020 Deskset telephone with software version 1.9.5 or newer.
See page 132 for instructions on checking the software version on the Deskset. Although the Quick Start Guide also includes
information on using the Deskset, this guide has information on setting up the SB67020 Deskset and more complete information
on feature usage.
Before using this AT&T product, please read “Appendix D: Important Safety Instructions” on page 175. Please thoroughly read
this user’s guide for all the feature operations and troubleshooting information necessary to operate your new AT&T product.
The following sections provide instructions for using this guide:
“Topic Navigation” on page 9
“Text Conventions” on page 10
“SB67020 Deskset Menu Navigation” on page 11.
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 Deskset User’s Guide
Topic Navigation
This User’s Guide allows easy navigation between topics and the ability to return to your original topic. Figure 1 illustrates the
navigation conventions within the User’s Guide.
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 Deskset User’s Guide
Text Conventions
Table 1 lists text formats and their uses.
Table 1. Description of Text Conventions
Text Format Description
Screen Identifies text that appears on the screen in a title, menu, or
prompt.
HARD KEY or DIAL-PAD KEY Identifies a hard key, including the dial-pad keys.
Identifies a soft key.
Figure 1, Table 1 Identifies a figure or table.
“Topic Navigation” on page 9 Identifies a hyperlink to another part of this document or, if it
begins with ”www”, an Internet web site. You need Internet
access to view web sites.
Example of a Note.
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 11
Synapse SB67020 Deskset User’s Guide
SB67020 Deskset Menu Navigation
To access items in the menus, you can either use the navigation key to scroll to the function and press SELECT or press a 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 Deskset User’s Guide
Overview 12
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 13
“SB67020 Deskset Description” on page 14
“Modes of Operation” on page 15.

Overview 13
Synapse SB67020 Deskset User’s Guide
Synapse System Overview
Your Deskset is part of the Synapse System. Synapse differs from conventional telephone systems in that calls are not coordinated
by a central controller. Instead, Synapse uses a distributed control system over a Local Area Network (LAN). Figure 2 illustrates
a sample system with outside telephone connections in blue and Ethernet cables in red.
Figure 2. Sample Synapse System

Overview 14
Synapse SB67020 Deskset User’s Guide
SB67020 Deskset Description
Figure 3 identifies and describes the display and key functional areas for the SB67020 Deskset.
Figure 3. 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, switches
audio to and from the
speakerphone.
HEADSET
Switches audio to and from the
speakerphone and an accessory
headset (not supplied).
Volume Keys
Increase and decrease the ring
volume. During a call, increase
and decrease incoming voice
volume.
MUTE
Mutes the
microphone.
HOLD
Allows access to other calls
and features while maintaining
call connection.
Dial Pad

Overview 15
Synapse SB67020 Deskset User’s Guide
Modes of Operation
The system administrator can configure the Synapse system to operate in one of two different modes: Call Appearance mode and
Line Appearance mode. All Desksets operate differently in each mode. The appearance mode affects how you make, answer, and
manage calls. Each mode provides a unique set of configurable features. This User’s Guide includes information about, and
procedures for, both Call Appearance mode and Line Appearance mode.
You know when your Deskset is in Call Appearance mode when the Idle Screen displays New Missed Calls as shown in Figure 4.
The Idle screen appears when the Deskset is first turned on and when there is no call activity. In Line Appearance mode, the
Deskset does not display missed calls.
.
Figure 4. Idle Screen in Call Appearance mode
Call Appearance Mode
In Call Appearance mode, the system administrator can configure your Deskset with up to 10 virtual “lines” on which you can
make and receive calls. These lines are called Call Appearances in this User’s Guide. You can use Call Appearances for calls to
and from external numbers (232-555-0176, for example) or other extensions (Extension 220, for example). You can access each
Call Appearance by pressing a Programmable Feature Key. By default, the top two Programmable Feature Keys on the SB67020
Deskset are Call Appearance keys.
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.
Appears in Call Appearance mode only.
Your Extension Number
Extension numbers may be
3 or 4 digits.
Message Status
Number of new, unreviewed
voice messages.

Overview 16
Synapse SB67020 Deskset User’s Guide
Line Appearance Mode
In Line Appearance mode, each line also corresponds to a Programmable Feature Key on the Deskset. These are called Line
Appearance keys in this User’s Guide. Unlike Call Appearance mode, each Line Appearance key represents an actual physical line
connected to the PSTN Gateway (the Synapse system can have up to four PSTN Gateways providing up to 16 lines). The system
administrator can configure your Deskset with up to 9 lines on which you can make and receive external calls. One Programmable
Feature key is reserved for internal (“Intercom”) calls.
Other Desksets in the system share these lines and display the line status. Incoming calls on a line ring at all Desksets that share
that line. The Line Appearance key LED indicates whether a line is ringing, busy, or on hold.
The Line Appearance keys are used for receiving and making calls to external numbers. To call another extension in your office,
you must use an Intercom key. By default, the Intercom key is the bottom Programmable Feature Key, but your system
administrator can configure additional Intercom keys.

Overview 17
Synapse SB67020 Deskset User’s Guide
Soft Keys
Soft keys are a set of three context-sensitive keys that provide functions based on the screen. The top example as illustrated in
Figure 5 shows the soft key labels on the active call screen in Call Appearance mode.
The soft key labels change according to the current task. For example, if you are holding a call, the key labels displayed are
different from those displayed if you are making a call. See “Appendix A: Soft Keys” on page 171 for an alphabetical list of the
labels that appear above the soft keys.
The top example shows the soft key labels for the soft keys on the active call screen.
The second example shows soft keys with and that indicate the feature uses more than three soft keys. To view
the additional keys, press the or navigation key.
Figure 5. Soft Keys and Scroll Indicators
Scroll Indicators
Scroll indicators appear in the upper right-hand corner of the display, as shown in Figure 5, when more information can be seen
by pressing the and navigation key.
Soft Keys
Change according
to the current task. Scroll
Indicators

Overview 18
Synapse SB67020 Deskset User’s Guide
Status Icons
Status Icons show Deskset status in the upper right-hand corner of the display as shown in Figure 6 and as described in Table 2.
Figure 6. Sample Status Icons
Table 2. Status Icons
Icon Status Icon Status
Message Recording
Call Appearance mode only—Indicates that a
message is being recorded.
Call Forwarded
Indicates an internal call forwarded beyond your
originally dialed number.
1, 2, 3... Indicates the number of the associated Call
Appearance or Line Appearance key.
Less than five minutes
There is less than five minutes remaining of
Voicemail storage space.
Ring Delay Auto Answer is ON (Call Appearance mode only)
Call Forward All is ON (Call Appearance mode
only)
Do Not Disturb is ON
Ringer volume set to zero
The ringer is silent.
Voicemail full
Status Icon Area
ANS
FWD
DND

Overview 19
Synapse SB67020 Deskset User’s Guide
Call Indicators
When the Deskset has an incoming, ongoing, or Held call, information about the call appears on the display. The Deskset screen
displays one call at a time. You can access each call by pressing a Call Appearance or Line Appearance key. The LEDs in these
keys reflect the call status. See “Call Status LEDs” on page 23.
During a call, icons show call status and soft keys show the optional actions to take as shown in Figure 7. The icon changes
according to the call status. See “Call Status Icons” on page 22 for a complete description of the available icons.
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 20
Synapse SB67020 Deskset User’s Guide
Call Indicators in Call Appearance mode
When there are multiple calls in Call Appearance mode, and icons indicate the presence of other calls.
Review calls by pressing the and navigation key. After viewing the last call, press the navigation key again to return to
the beginning. Reviewing calls does not access the calls. Press a Call Appearance key to answer a call or take a call off hold.
While you are on an active call and another call comes in, the incoming call screen takes over the display. You can:
answer the call by pressing the flashing green key or by pressing . The previous active call is put on hold.
return to the active call screen by pressing (ringing is silenced) or by pressing the and navigation key
(the ringing continues). Unanswered incoming calls are forwarded according to the Call Forward–No Answer setting
customized by the system administrator.
forward the incoming call to voicemail by pressing . Your conversation with the first call continues, but the screen
stays with the second call. You can press:
or the and navigation key to return to the first call screen.
to listen to the message that the second caller is leaving. The first call is put on hold.
to interrupt the second caller’s message and answer the call.
When all the Call Appearances are in use:
You cannot start a new call by lifting the handset, or by pressing SPEAKER or HEADSET. Instead, the screen briefly
displays Call capacity reached. Park or end a Call to make a Call Appearance available.
Unanswered incoming calls are forwarded according to the Call Forward–No Answer setting customized by the system
administrator. The default setting for Call Forward–No Answer is Voicemail.