Pacific LightNet Snom 360 User manual

PACIFIC LIGHTNET SNOM USER GUIDE
Pacific LightNet Snom 360 User Guide
Snom 360 Phone
System User’s Guide

PACIFIC LIGHTNET SNOM USER GUIDE
PACIFIC LIGHTNET INC.
Snom 360 Phone System User’s Guide
Version 1.07
September 10, 2009
Pacific LightNet, Inc.
1132 Bishop Street • Suite 800
Honolulu, HI 96813
Telephone [phone]
Fax [phone]
Internet http://www.pacificlight.net
Copyright 2006-2008 Pacific LightNet
All Rights Reserved

SNOM USER’S GUIDE
2
Table of Contents
Change Log............................................................................................................................................................................3
INTRODUCTION.......................................................................................................................................................4
SNOM 360 USAGE AND OPERATION...................................................................................................................5
Phone Interface.......................................................................................................................................................5
Keys.........................................................................................................................................................................6
BASIC FUNCTIONS.......................................................................................................................................................8
Idle State .................................................................................................................................................................8
Connection Status................................................................................................................................................................... 8
Changing the Active Line.......................................................................................................................................................8
Dialing a Number....................................................................................................................................................8
Dialing an Extension...............................................................................................................................................9
Incoming Calls........................................................................................................................................................9
Accepting a Call.....................................................................................................................................................................9
Denying / Blocking a Call....................................................................................................................................................10
Transfer an Incoming Call Without Answering ...................................................................................................................10
Terminating a Call................................................................................................................................................................10
Mute/Unmute.........................................................................................................................................................10
Do Not Disturb......................................................................................................................................................11
Headset / Hands free.............................................................................................................................................11
Call Lists ...............................................................................................................................................................12
List Navigation..................................................................................................................................................................... 12
Adjusting the Volume ............................................................................................................................................12
SETTINGS ..................................................................................................................................................................13
Adjusting the Contrast...........................................................................................................................................13
Changing the Ring Tone........................................................................................................................................14
ADVANCED FEATURES........................................................................................................................................15
ACTIVE STATE ..........................................................................................................................................................15
Hold and Resume a Call........................................................................................................................................15
Transfer a Call......................................................................................................................................................16
Blind Transfer ......................................................................................................................................................................16
Consultative Transfer...........................................................................................................................................................16
Conference (Three-way Calling)...........................................................................................................................16
Message Waiting Indicator (MWI)........................................................................................................................17
Changing the Caller ID Display Type...................................................................................................................17
About.....................................................................................................................................................................18
Number Guessing..................................................................................................................................................18
PROGRAMMABLE KEYS.............................................................................................................................................18
Line........................................................................................................................................................................19
Shared Line ...........................................................................................................................................................19
Extension...............................................................................................................................................................19
Park Orbit .............................................................................................................................................................20
Call Park Orbit User Operation............................................................................................................................................ 20
DTMF Codes.........................................................................................................................................................20
Push2Talk..............................................................................................................................................................20
Intercom................................................................................................................................................................20
Action URL............................................................................................................................................................20
Key Event ..............................................................................................................................................................20
Speed Dial.............................................................................................................................................................20
DIRECTORY /PHONE BOOK.......................................................................................................................................21
Adding an Entry ....................................................................................................................................................21
Editing an Entry....................................................................................................................................................22

SNOM USER’S GUIDE
3
Delete an Entry .....................................................................................................................................................22
Import a Directory ................................................................................................................................................23
ATTENDANT CONSOLE..............................................................................................................................................24
Line State Monitoring............................................................................................................................................24
Line State Monitoring User Operation................................................................................................................................. 24
MESSAGE CENTER /VOICE MAIL..............................................................................................................................24
Voice Mail.............................................................................................................................................................24
Communications Center........................................................................................................................................26
Message Center.....................................................................................................................................................26
CUSTOMER SUPPORT ..........................................................................................................................................27
TROUBLESHOOTING TIPS...........................................................................................................................................27
Physical Phone Connections ................................................................................................................................................ 28
CUSTOMER SUPPORT CONTACT ................................................................................................................................28
GLOSSARY ................................................................................................................................................................29
APPENDIX 1–EXAMPLE CONTACTS.CSV...................................................................................................................30
Change Log
Version Date Description
1.0 9/15/2006 Initial Release
1.01 11/20/2006 Added picture of Snom 360
1.02 3/20/2007 Corrections via mallen, added key programming, added glossary, record, Adv features as own
chapter. Page numbers moved to bottom of pages
1.03 5/15/2007 Added Attendant Console and Line State Monitoring, corrections for third person. Added
stuff to glossary. Added 5 second auto-dial. Added footnotes for incoming call screenshots.
Added import phone book and Appendix 1 – example contacts.csv
1.04 5/30/2007 Corrections via mallen, proof and edit for release to customers, added active line and switch
between active line, add troubleshooting to CS chapter.
1.05 12/5/2007 Added how to change ring tone, some minor edits and rewrites for changes to HPBX (MoH,
conferencing, five line max, etc.)
1.06a 12/18/2008 Updates for Snom v7.1.30 rel, updated CSS hours, minor corrections to typos. Removed
speed dial table via web gui. Rev a) Correction to incoming calls to remove Deny All
incoming.
1.07 9/10/2009 Updated to include clearer instructions for creation of Snom directory mass upload file

SNOM USER’S GUIDE
Chapter
1
Introduction
The Snom Phone Users Guide explains how to use the Snom 360 IP phone
he purpose of this document is to guide users through operation of Snom 360 IP phones. For
further information on Hosted PBX services and the different features and functions available
with Hosted PBX, please see the Hosted PBX User Guide.
T
Figure 1 - Snom 360
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SNOM USER’S GUIDE
Chapter
2
Chapter
2
Snom 360 Usage and Operation
This section will describe how to use the Snom 360 IP phone functions and how to operate the phone
with Pacific LightNet Hosted PBX services
The Snom 360 phone is a multi-line business IP phone.
Phone Interface
Figure 2 - Snom Keypad
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SNOM USER’S GUIDE
Keys
Key Digits Lower Case Upper Case
0 space space
1 . @ 1 , ? ! -/ ( ) : ; & % * # + < = > $ [ ] . @ 1 , ? ! -/ ( ) : ; & % * # + < = > $ [ ]
2 abc2 ABC2
3 def3 DEF3
4 ghi4 GHI4
5 jkl5 JKL5
6 MNO6 MNO6
7 pqrs7$ PQRS7$
8 tuv8 TUV8
9 wxyz9 WXYZ9
# or . NUMBER GUESSING
* TOGGLES UPPER AND LOWER CASE
Key Function
Mute microphone on/off
Casing speaker on/off
Headset on/off
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SNOM USER’S GUIDE
Adjust volume (lower/higher)
Open phone book
Info menu
Menu (Currently Unused)
Redial
Settings
XML Add-on (Currently unused)
Establish 3-party conference
Do Not Disturb mode on/off
Call hold / hold-release
Call transfer
Record a call (Currently Unsupported)
Connect to voice mailbox
LED for MWI (Message waiting indication)
Cancel/End
OK/Enter/Accept
Scroll between active line or menu options
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SNOM USER’S GUIDE
Basic Functions
Idle State
In idle state, the phone shows:
1. The date and time.
2. The first five lines on the phone (Up to 5 lines can be registered to a single phone).
3. Connection status.
4. Message Waiting Indication.
5. Do Not Disturb Status (only available if no messages are waiting).
Connection Status
An empty box ( ) before the telephone number indicates that the line registration is in progress. A
phone symbol ( ) means that the account is successfully registered. A black-colored phone symbol ( )
means that the line is successfully registered and that the line is the active line. The active line is the line
that will be used when you pickup the handset and place a call. If a phone has more than one line, users
can use the up and down arrows on the keypad to select a different active line for outgoing calls. A box
with a cross ( ) indicates an unsuccessful registration attempt and that line cannot be used to place or
receive calls on that phone.
Changing the Active Line
If the Snom 360 phone has multiple lines registered to it, a user can switch the current active line by
pressing the up or down arrow key from the idle state. A black-colored phone symbol ( ) means
that number is set as active line and is used for outgoing calls from the phone. Incoming calls to any
number on that phone will ring the phone regardless of which line is the active line. Extension dialing and
intercom digits are determined by the Business Group Administrator so contact your Business Group
Administrator for assistance when dialing by extension within your Business Group.
Dialing a Number
There are two methods to begin a call from the idle state on a Snom 360. Users can either dial with the
handset resting in the cradle then pick it up, or pick up the handset and then dial the number. In the latter
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SNOM USER’S GUIDE
case, press to indicate that the number is complete and dialing can commence. Users can also use
the speakerphone key instead of to use the speakerphone instead of the handset.
If the user has not pressed any keys for several seconds, the phone will automatically begin dialing the
number or partial number as it has been entered so far. This may result in an intercept message being
heard by the user. By default the phone will automatically begin to dial after five (5) seconds.
Dialing an Extension
Users can dial by extension to any number within their Business Group if extension dialing is configured.
Enter the extension (eg: 1000) then press to call by speakerphone or press to call by handset.
Incoming Calls
When a line registered to a Snom 360 is called, it rings and displays the following screen. It will display the
name and/or number of the calling party. If caller ID information is not provided users may see the
display show “Unavailable”, “anonymous” or “Private”.
1
Accepting a Call
Picking up the handset or pressing will accept the call. The Snom 360 is now on a call.
1Please note this image displayed may not be exactly what is shown but Caller ID information will be displayed.
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SNOM USER’S GUIDE
Denying / Blocking a Call
When the Snom 360 signals an incoming call, users have the option to deny the call with or
2
Transfer an Incoming Call Without Answering
If you have an incoming call that you want to transfer to another number without answering, press
Transfer softkey , then dial the number you want to transfer the call to, then press the Enter key
. The caller will be redirected to the telephone number that you enter.
The call will then appear as a Missed Call on your phone.
Terminating a Call
End calls by placing the handset in its cradle, or pressing . The Snom 360 will terminate the call and
return to the idle state.
Mute/Unmute
To mute the microphone during a call, press the soft key “Mute” or . Press the soft key “Unmute”
or again to enable the microphone again. This will work regardless of the device being used
(headset, handset, speakerphone).
2Please note this image may not be exactly correct depending upon the version of the software running on the phone. But Caller ID
information will be displayed.
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SNOM USER’S GUIDE
Do Not Disturb
The DND functionality is available via the DND key. DND is short for “Do Not Disturb”. If
this mode is activated incoming calls will no longer come through to the phone and users will be
undisturbed when the phone is called. If the user is subscribed to voicemail, the call is redirected to
voicemail. If the user does not have voicemail service callers will hear a message that says the line is
unavailable or will hear a busy signal.
In idle mode, “DND active!” is shown in the bottom left-hand corner of the screen when DND is on.
Please keep in mind that the contact type “VIP” overrides the DND mode, i.e., a call from a number
defined as contact type “VIP” will be put through to the phone even when DND is active. See the
Directory section in Chapter 3 for more details on the Directory function of the Snom phone.
Calls rejected when the phone is in DND mode do not appear in any call logs on your Snom 360 IP
phone, but if a caller leaves a message in your voice mailbox, the Message Waiting Indicator (MWI) will
activate on your phone.
Headset / Hands free
The Snom 360 supports calls made using the handset or hands-free (speakerphone/headset) capability.
During a call, it is possible to switch between the handset, or headset modes using the Headset key
on the keypad. The speakerphone key can be used to toggle hands free usage of the phone.
When a headset is connected and the audio output is set to headset, the Snom 360 will treat the headset as
the input and output device for calls, which is indicated during a call by a small headset symbol on the
bottom line of the display. If the Snom 360 is used in a call center environment, the connected headset
will usually be the default setting for speaking on the phone.
The key is therefore used to accept incoming calls when the headset device is active.
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SNOM USER’S GUIDE
Call Lists
There are three types of call lists which store Caller ID Name and Number information on a Snom
phone. Phones have call lists for Missed Calls, Received Calls and Dialed Calls. These lists can be
accessed by pressing the key from an idle state.
All three Call Lists are erased from a phone each time it is rebooted. Each list will retain the past one
hundred (100) calls of each type.
List Navigation
Use the arrow keys to select a Call List to view and then press . When a calling list is selected, for
example Missed Calls, calls are displayed in reverse chronological order such that the most recent missed
call is displayed first. Use the up and down arrow keys to navigate through the calls in each list. By
pressing the softkey users can get details about the call. Pressing the key will call that number.
Adjusting the Volume
In idle state or while making a call, users can use the keys to increase or lower the volume.
The audio device (casing speaker, handset, or headset) that is currently being used will be adjusted.
sIf the phone is in an idle state, the voice keys will adjust the ringer volume.
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SNOM USER’S GUIDE
Settings
Press the Settings key to bring up the main menu. From here, different options and configurable
settings are available for the phone.
3
Only some of the submenus are described here. Other features and configurable options can be explored
by the user, or contact Pacific LightNet Customer Service for more information.
Adjusting the Contrast
1. From the Idle State, press the Settings button.
2. Use the up and down arrow keys to scroll to the option for Display and press Enter
3. Use the up and down arrow keys to select the option for Contrast and press Enter
4. Use the button or the left and right arrow keys to increase or decrease the display
contrast. Press the Enter button to accept the change or the Cancel button to cancel
the change. You will be redirected to the main menu.
5. Press the Cancel button to exit the menu and return the phone to idle state.
3Please note this image may not exactly reflect what is shown on your phone display depending upon the version of the software
running on the phone.
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SNOM USER’S GUIDE
Changing the Ring Tone
Snom phones have a number of different optional ring tones which can be set. If the phone has multiple
lines, a different ring tone can be set for each line to make it easier to identify which number is being
called. To set your ring tones follow the steps below:
1. From the Idle State, press the Settings button.
2. Use the up and down arrow keys to scroll to the option for Ring Tone and press Enter
3. Use the up and down arrow keys to select the line you want to set the ring tone for and press the
Enter button.
4. Use the up and down arrow keys to select the ring tone to use when someone calls that line. The
ring tone selected will be played back over the phone’s speaker. When you find the ring tone you
want to use, press the Enter button to accept the change or the Cancel button to
cancel the change. You will be returned to the menu system.
5. Press the Cancel button twice to exit the menus and return the phone to idle state.
Please note that if the phone has a headset, the different ring tones may be played over the headset while
scrolling through them.
The ring tone you have selected will be used for all calls which ring the line you have set. It is also possible
to set different ring tones based upon the caller ID information presented to your phone. If the incoming
caller ID number matches an entry saved into your phone’s Directory a distinctive ring tone may be
applied to that call. For more information on adding entries to your phones Directory, see Chapter 3.
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SNOM USER’S GUIDE
Chapter
3
Advanced Features
This section will cover advanced features such as Number Guessing and function key programming
Active State
Advanced features when the phone is in active state include:
1. Hold and Resume a Call
2. Transfer a Call
3. Conference (Multi-Party Calling)
4. Message Waiting Indicator (MWI)
5. About
6. Number Guessing (disabled by default)
Hold and Resume a Call
When a call is in progress, pressing puts the call on hold, i.e., neither party can hear the other.
Pressing the flash key will resume the call. While a call is on hold, users can establish another call
by dialing the desired number from another unused line. When more than one call is on hold, the display
will show the number of calls currently on hold:
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SNOM USER’S GUIDE
Use the up and down arrow keys to select the party to talk to and press or to connect to that
call. Users can also push the line button which the call is holding on to resume that call.
Please note that if the Music on Hold service is enabled for a Business Group, only the Business Group
Administrator may configure that feature. Music on Hold cannot be configured from the Snom phone.
For more information see the Music on Hold User Guide or contact Pacific LightNet Customer Support for
further assistance.
Transfer a Call
There are two different ways to initiate a call transfer from a Snom phone.
Blind Transfer
During a call, press the transfer key , this automatically puts the connected party on hold, and
then dial the number to which the call is to be directly transferred. Press to transfer the call.
Consultative Transfer
During a call in progress, put the connected party on hold by pressing the hold key . While the call is
on hold, establish a second call by dialing the desired number and pressing . When the second call is
established, it is possible to consult the second party to announce the call. Users can then connect the two
parties by pressing the transfer key twice, or by pressing the hook-switch on the handset.
Conference (Three-way Calling)
If the phone is currently connected to two calls, users can connect all the callers into a three-way call by
pressing .
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SNOM USER’S GUIDE
By pressing again or pressing , the conference is disjoined and both of the calls are put on
hold. Users can then use the respective Line buttons to connect to either of the callers.
This may be useful if you are the initiator of a three way call but have to leave and want to let the other
two parties continue talking. In this case you would initiate a three way call, then disjoin the three way call
and perform a consultative transfer to transfer the first caller to the second.
Message Waiting Indicator (MWI)
If the user did not answer a call and voicemail recorded a message, the idle screen shows that a message is
waiting. The Message Waiting Indicator will also blink to signal the arrival of Email or Inbound Fax to
Email messages to a user’s Message Center account.
An envelope icon to the left of the phone number on the display indicates that the message is waiting for
the account listed to the right of it. The Message LED in the upper right hand corner of the phone will
also blink if a message is waiting.
Pressing the Retrieve button , will access the voice mailbox for the active line. If the softkey is
pressed, users must then press or take the handset off the hook to be connected to the mailbox and
listen to the messages. If the skip PIN feature is enabled on the user’s Message Center account, the user
will not be prompted for their voicemail PIN and will be immediately directed to their voice mailbox. .
Changing the Caller ID Display Type
Snom phones can be set to display caller identification information in a variety of ways. Phones can be set
to display name only, number only, name and then number, number and then name or “full contact”.
This information can be used in conjunction with Call Logs to help identify previous calls. Pacific
LightNet recommends the “Number then Name” display setting. To change the Caller ID Display Type:
1. Press the Settings button .
2. Use the up and down arrow keys to select the option for Display and press Enter .
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SNOM USER’S GUIDE
3. Use the up and down arrow keys to select the option for Display Method and press Enter .
4. Use the left and right arrow keys to select the desired Caller ID display type and press Enter
to confirm the new setting or press Cancel to cancel the change. When you are done you will
be returned to the display settings menu.
5. Press the Cancel key twice to exit the Settings menu system and return the phone to its idle
state.
Caller ID information for new calls and entries in the Call Logs will use the selected display method.
About
Press the Help key to display status and information about the Snom phone. This information may
become necessary for troubleshooting and/or reprogramming purposes to access the phone.
Number Guessing
For convenience, this functionality offers the first number from the Dialed Numbers Call List, Missed
Calls List, Received Calls List, or Address Book that matches the beginning of the number a user has
already typed in. If the displayed number is not the correct number, users can either keep pressing the “#”
key (in alphanumeric mode) to get the next matching number, continue typing the desired number, or
press the function key to temporarily switch off number guessing for this session of editing a
phone number. By default, this feature is turned OFF because the person who created the template for
programming the phone found the feature incredibly annoying. To enable this feature a Business Group
Administrator should contact Pacific LightNet Customer Service for assistance.
Programmable Keys
The twelve keys P1 - P12 to the right of the number block are programmable function keys, which have a
number of options for how they can be programmed. There is also an optional sidecar with an additional
42 keys. Up to two sidecars can be added to a single phone station. This setup along with the feature
called Line Station Monitoring is known as the Attendant Console.
Please note that phones have at least two keys programmed to Line. This is required for
inbound and outbound calls and features such as Call Transfer, Conference Calling and Call
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SNOM USER’S GUIDE
19
Waiting. Because of this the first two programmable buttons are locked in configuration for
the phone as line buttons and cannot be changed by the user.
Each of these keys has an LED indicating the status of the respective key at any given time. Some features
such as Line State Monitoring will use this LED as part of the feature. The table below shows the default
key programmed as provided by Pacific LightNet. This table can also be printed, trimmed and be used as
an insert to label the buttons
7
1 Line
8
2 Line
9
3
10
4
11
5
Park #1 12
6 Grp. Pickup
Line
This is programmed and managed by PLNI. PLNI does not support users programming their own line
keys. Line keys are required for incoming and outgoing calls. By default, keys 1 and 2 are programmed to
Line unless otherwise specified prior to installation:
1. Pressing a key when its LED is blinking and the phone is ringing accepts the call.
2. Pressing a key when its LED is blinking and a call is on hold will take that call off of hold.
3. Pressing a key when a call is in progress at that key, as indicated by the constantly lit LED, puts
the call on hold.
Shared Line
This is programmed and managed by PLNI. PLNI does not support users programming their own shared
line appearance keys.
Extension
Extension keys are used for the Line State Monitoring function which allows a user to see when other
phones within the same Business Group are on a call. See Attendant Console below.
This is programmed and managed by PLNI. PLNI does not support users programming their own
extension keys.