Snom 320 User manual

PACIFIC LIGHTNET SNOM USER GUIDE
Pacific LightNet Snom 320 User Guide
Snom 320 Phone
System User’s Guide

SNOM USER’S GUIDE
1
PACIFIC LIGHTNET INC.
Snom 320 Phone System User’s Guide
Version 1.08
September 28, 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
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Table of Contents
Change Log............................................................................................................................................................................3
INTRODUCTION.......................................................................................................................................................4
SNOM 320 USAGE AND OPERATION...................................................................................................................5
Phone Interface.......................................................................................................................................................5
Keys.........................................................................................................................................................................6
BASIC FUNCTIONS.......................................................................................................................................................8
Idle State .................................................................................................................................................................8
Changing the Active Line.......................................................................................................................................................8
Dialing a Number....................................................................................................................................................8
Incoming Calls........................................................................................................................................................9
Accepting a Call.....................................................................................................................................................................9
Denying / Blocking a Call....................................................................................................................................................10
Transfer an Incoming Call Without Answering (Blind Transfer).........................................................................................10
Terminating a Call................................................................................................................................................................10
Adjusting the Volume ............................................................................................................................................10
Mute/Unmute.........................................................................................................................................................11
Do Not Disturb......................................................................................................................................................11
Headset / Hands free.............................................................................................................................................11
Call Lists ...............................................................................................................................................................12
List Navigation..................................................................................................................................................................... 13
Clearing Call Lists................................................................................................................................................................13
SETTINGS MENUS......................................................................................................................................................14
Adjusting the Contrast...........................................................................................................................................14
Changing the Ring Tone........................................................................................................................................15
ADVANCED FEATURES........................................................................................................................................16
ACTIVE STATE ADVANCED FEATURES......................................................................................................................16
Hold and Resume a Call........................................................................................................................................16
Music on Hold...................................................................................................................................................................... 17
Transfer a Call......................................................................................................................................................17
Blind Transfer ......................................................................................................................................................................17
Consultative Transfer...........................................................................................................................................................17
Conference (Three-Party Calling) ........................................................................................................................17
IDLE STATE ...............................................................................................................................................................18
Message Waiting Indicator (MWI)........................................................................................................................18
About / Information Menu.....................................................................................................................................18
Number Guessing..................................................................................................................................................19
PROGRAMMABLE KEYS.............................................................................................................................................19
Line........................................................................................................................................................................20
Shared Line ...........................................................................................................................................................20
Extension...............................................................................................................................................................20
Park Orbit .............................................................................................................................................................20
Call Park Orbit User Operation............................................................................................................................................ 20
DTMF Codes.........................................................................................................................................................20
Push2Talk..............................................................................................................................................................20
Intercom................................................................................................................................................................21
Action URL............................................................................................................................................................21
Key Event ..............................................................................................................................................................21
Speed Dial.............................................................................................................................................................21
Directory (Phone Book)........................................................................................................................................22
Adding an Entry...................................................................................................................................................................22
Editing an Entry ................................................................................................................................................................... 23

SNOM USER’S GUIDE
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Delete an Entry..................................................................................................................................................................... 23
MESSAGE CENTER /VOICE MAIL..............................................................................................................................24
Voice Mail.............................................................................................................................................................24
Message Center.....................................................................................................................................................24
CUSTOMER SUPPORT ..........................................................................................................................................25
TROUBLESHOOTING TIPS...........................................................................................................................................25
Physical Phone Connections ................................................................................................................................................ 26
CUSTOMER SUPPORT CONTACT ................................................................................................................................26
GLOSSARY ................................................................................................................................................................27
APPENDIX 1–EXAMPLE CONTACTS.CSV...................................................................................................................28
Change Log
Version Date Description
1.0 9/15/2006 Initial Release
1.01 11/20/2006 Added picture of Snom 320
1.02 3/20/2007 Corrections via mallen, added function key programming, added glossary, reorg, split adv.
features to its own Chapter
1.03 5/15/2007 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. 5/30/2007 corrections via mallen. Added Idle State to glossary.
1.04 5/30/2007 Corrections via mallen, Added Idle state to glossary, added switch between active lines,
proofread and edited for customer release. Added Troubleshooting tips to CS chapter.
1.05 12/5/2007 Revision for changes to HPBX (MoH, DND update, 5 lines max, conferencing system) and
added how to change ring tone.
1.06 4/7/2008 Rev for MSW 5.1, revisions based on provisioning process, updated contacts.csv for multiple
contact types
1.07 12/22/2008 Updated for MSW6, revision to troubleshooting, removed web gui, new css hours
1.08 9/28/2009 Updated to v1.08 corrections for latest Snom firmware and updates to key programming.
Corrected Speed Dial key programming (one touch) and Snom mass directory upload

SNOM USER’S GUIDE
Chapter
1
Introduction
The Snom Phone User’s Guide explains how to use the Snom 320 IP phone
he purpose of this document is to guide users through operation of Snom 320 IP phones. For
further information on Hosted PBX services and the different features and functions available
with those services, please see the Hosted PBX User Guide.
T
Figure 1 - Snom 320
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Chapter
2
Snom 320 Usage and Operation
This chapter will describe how to use the Snom 320 handset, its features and functions and how to operatethe phone
with Pacific LightNet’s Hosted PBX service
The Snom 320 phone is a multi-line business IP phone.
Phone Interface
Figure 2 - Snom Keypad

SNOM USER’S GUIDE
Keys
Key Digit 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
Speakerphone on/off
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SNOM USER’S GUIDE
Enable or disable the headset device
Adjust volume (lower/higher)
Open phone book
Info menu
Menu (Not currently used)
Redial
Settings Menu
XML Add-on
Establish 3-party conference
Do not disturb mode on/off
Call hold / hold-release
Call transfer
Record a call (with server support only!)
Connect to Mailbox
LED for MWI (Message waiting indication)
Cancel/End
OK/Accept/Start Call
Scroll between active line or menu options.
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SNOM USER’S GUIDE
Basic Functions
Idle State
When the Snom 320 phone is not in use, it is said to be in “Idle State”. In idle state, the phone shows:
1. The current date and time.
2. The current active line (up to 5 lines can be registered on a single phone)
3. The connection status of the active line. Typically this will show the telephone number.
If the active line is not registered, the active line shows NR instead of the number
4. Actions/functions mapped to the softkeys
5. Do Not Disturb (DND) status
6. Missed Calls
If there are missed calls recorded on your phone you may press the key to clear the calls.
Changing the Active Line
The Active Line is the telephone number which will be used when you place a call.
If the Snom 320 phone has multiple lines registered to it, a user can switch the current active line by
pressing the up or down arrow keys from the idle state. The phone display will show the current active
line only. If the line is not registered the phone will display NR.
Dialing a Number
There are two methods to begin a call from the idle state of the Snom 320. Either dial with the handset
resting in the cradle and then pick it up, or pick up the handset and then dial the number. In the latter
case, press to indicate that the number is complete and dialing can commence. The speakerphone
key can also be used instead of the key to use the speakerphone.
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 error message if the number
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SNOM USER’S GUIDE
dialed was incomplete. By default the phone will automatically begin to dial after five (5) seconds. For
more information see autodial in the glossary.
Incoming Calls
When the Snom 320 is called, it rings and displays the incoming caller ID information. It will display the
number and/or name of the calling party. If caller ID information is not provided by the caller, the user
may see the display show “Unavailable”, “anonymous” or “Private”.
Caller ID is presented on the Snom 320 as it is provided by the Calling Party. If you are receiving an call
from within your Business Group, you may see only the extension of the caller. Caller ID Number is also
used by the Snom 320 Directory to provide advanced functions such as Distinctive Ringing. For more
information on advanced functions, see the next chapter or contact Pacific LightNet Customer Support .
Accepting a Call
Picking up the handset or pressing will accept an incoming call. The Snom 320 is now in a call. The
speakerphone key may also be used to accept a call on the speakerphone.
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SNOM USER’S GUIDE
Denying / Blocking a Call
When the Snom 320 signals an incoming call, users have the option to deny the call by pressing the Deny
softkey or by pressing the Cancel button.
Denied calls will go directly to voicemail if that feature is enabled on the line that was called. If voicemail is
not enabled, callers will hear a message that says the line is unavailable or will hear a busy signal.
Transfer an Incoming Call Without Answering (Blind Transfer)
To transfer an incoming call without answering it, press the Xfer softkey, then dial the number you want
to transfer the caller to, then press the enter key . The call will appear as a missed call on your phone
and will begin to ring on the target phone as if that phone was being called directly by the originally calling
party (that is, the caller ID information provided is the original caller’s Caller ID, not yours).
Terminating a Call
End calls by placing the handset on its cradle, pressing the hook switch, or pressing . The Snom 320
will terminate the call and return to the idle state.
Adjusting the Volume
While on a call, users can press the keys to increase or lower the volume of the audio device
(casing speaker, handset or, headset) that is currently being used.
If the phone is in idle state, the volume keys will adjust the ringer volume.
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SNOM USER’S GUIDE
Mute/Unmute
To mute the microphone during a call, press the soft key Mute or . Press the soft key Unmute or
to enable the microphone again. This will work regardless of the device being used (headset,
handset or, speakerphone).
Do Not Disturb
DND is short for “Do Not Disturb”. If DND mode is activated, incoming calls will no longer come
through to the phone and users will be undisturbed when the phone is called. The DND functionality is
available via the DND key. If the user is subscribed to voicemail, the caller 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” is shown in the main section of the display
where your telephone normally appears if Do Not Disturb mode is active.
Please note that the contact type “VIP” in the Snom phone Directory overrides the DND mode, i.e., a
call from a number defined as contact type “VIP” in the Directory on the phone will be put through to
the phone even when DND is active. See the Directory section under Chapter 3: Advanced Features
for more information.
Headset / Hands free
The Snom 320 has a built in speakerphone for hands free capability. This mode sis indicated by a small
speaker icon in the upper right side of the display. During a call, it is possible to switch between the
handset/headset and speakerphone by pressing the Speakerphone key .
When a headset is connected and the audio output is set to headset via the headset key , the Snom
320 will treat the headset as the input and output device for calls. This is indicated during a call by a small
headset symbol on the display.
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SNOM USER’S GUIDE
When the Snom 320 is used in a call center environment, the headset will usually be the default setting for
the phone. The key is used to accept incoming calls when the headset is active.
Call Lists
There are three types of call lists which record calls to or from a Snom 320 phone. Call lists for Missed
Calls, Received Calls and Dialed Calls are available. These lists can be accessed by pressing the softkey
beneath the CHist (Call History) option from idle state.
When the softkey for the CHist is pressed, users will be prompted to select the list they want to access.
By pressing the softkey beneath the call list to scroll through, the calls of that type will be displayed in
reverse chronological order.
If a missed call is recorded to the phone, the display will show the number of missed calls. This can be
cleared by pressing the key to return the phone to idle state
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SNOM USER’S GUIDE
List Navigation
When one of the calling lists is selected, for example Missed Calls, calls are displayed in reverse
chronological order such that the most recent call is displayed first. By pressing the Details key users can
get details about the call, such as the Caller ID information of call duration.
Scroll through the “Details” with the left or right arrow buttons, or . The details shown are “To”,
“From”, “Time”, and “Missed” (number of missed calls from the same phone number), or the duration
of the call in the case of dialed and received calls.
From Call Logs users can perform the following actions:
Clearing Call Lists
To clear the call lists from your phone, when an entry in a call list is selected, press the Clear softkey
beneath that entry to remove it. Press the Clear softkey repeatedly to delete all entries from a specific Call
List. Please note that all call lists are also erased when your phone is rebooted.
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SNOM USER’S GUIDE
Settings Menus
Press the Settings key to bring up the main Settings menu. Use the left and right navigation key to
scroll from one menu to the next. The current menu option is displayed on the top line. The submenu is
shown on the second line of the display.
Press the appropriate softkey to access the desired function you want to change the settings for.
Adjusting the Contrast
Press the Settings Key and navigate to the General Settings menu. Press the function key beneath
the Contrast submenu to adjust the contrast.
Use the button to increase or decrease the display contrast. Press the Enter key to
accept the new volume setting or press Cancel to cancel the change. You will be returned to the
settings menu. Press the key to exit the settings menu and return the phone to its idle state.
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SNOM USER’S GUIDE
Changing the Ring Tone
Snom phones have a number of different ring tones options which can be set. If a phone has multiple
lines, different ring tones can be set for each line to make it easier to identify which number is being called.
From the Idle State, press the Reg softkey, then press the Ringer softkey.
Use the left and right arrow keys to scroll through the different ring tone. Press the Enter button to
accept the new ring tone or press the Cancel button to cancel the change. You will be returned to the
settings menu. Press the key to exit the settings menu and return the phone to its idle state.
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SNOM USER’S GUIDE
Chapter
3
Advanced Features
This section will cover advanced features of the Snom 320 such as the Music on Hold, Call Transfer,
Directory and programmable function keys
Active State Advanced Features
When the phone is in use there are a number of advanced features and functions users may make use of.
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)
Hold and Resume a Call
When a call is in progress, pressing the Hold button puts the call on hold, i.e., neither party can
hear the other. While a call is on hold, users can establish another call by dialing another number from a
second open line. If Music on Hold is provided, the call on hold will be connected to Music on Hold.
Your phone will also play a Call Waiting indication tone to remind you that a call is on hold.
Pressing the key again will resume the call. When more than one call is on hold, the following
window appears: Use the up and down arrow keys to elect the party to talk to and press to connect to
that call. When a call is on hold, the line button for that call will begin to blink. You may also press that
line button to resume the held call.
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SNOM USER’S GUIDE
Music on Hold
If Music on Hold is configured for your Business Group, callers that you place on hold will hear an audio
recording. This may be music, an advertisement or another form or audio recording. 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 Service.
Transfer a Call
There are two different ways to initiate a call transfer from a Snom phone.
Blind Transfer
A Blind Transfer will send a call to a target phone and it will appear as if the original calling party called
that target phone directly. To initiate a blind transfer during a call, press the transfer key or Xfer
softkey (this will automatically put the connected party on hold), and then dial the number to which the
call will be transferred. Press to transfer the call.
Consultative Transfer
Consultative Transfer allows a user to announce a call to a target phone before actually transferring the
call. To initiate a consultative transfer, during a call in progress, put the connected party on hold by
pressing the hold key . While the call is on hold, users can establish a second call by dialing the
desired number from a second open line and pressing . When the second call is established, users can
consult the second party, i.e., to announce the call. Users can then connect the two parties by pressing the
transfer key twice.
Conference (Three-Party Calling)
When the phone is connected with two calls, users can connect all three callers into a conference by
pressing the Conference button . By default, a maximum of three people (the user and two others)
are allowed onto a single conference call (three way calling).
If additional callers are required, Pacific LightNet suggests using a conference call service such as our
Conference Center which allows multiple people to dial in and provide a participant code to join a larger
conference call. For additional information on the Conference Center services contact your Pacific
LightNet Sales Representative.
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SNOM USER’S GUIDE
When a user is on a three-way call, pressing again, will disconnect the conference call and both of
the individual calls are put on hold. Users can then select one of the lines to talk to that party or
disconnect the other callers.
If the initiator of the conference call is disconnected, then all three parties are disconnected. If you initiate
a three way call and need to leave the call but would like the other two parties to continue talking, you can
press the Conference key again to disconnect the call and put both parties on hold and then initiate
a consultative transfer so that the first caller is transferred to the second.
Idle State
Other advanced features are only available from an idle state.
Message Waiting Indicator (MWI)
If the user did not answer a call and the caller recorded a message to voice mail, the Snom 320 phone will
indicate that a message is waiting. The Message Waiting Indicator light in the upper right-hand corner of
your phone will also signal the arrival of Voicemail, Email or Inbound Fax to Email messages to a user’s
Message Center account.
Press the softkey for VMail or the Retrieve button to connect to your voice mail and follow the
prompts to listen to the message(s).
About / Information Menu
The Information Menu provides technical information about your phone. Press the Help key to
display status and information about the phone. This information may be necessary for troubleshooting
and/or reprogramming.
IPAdr: displays the current IP address of the Snom 320.
MAC: displays the MAC address of the Snom 320. The MAC address is unique for each phone and may
be required when contacting Customer Service for assistance with your Hosted PBX service.
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SNOM USER’S GUIDE
Version: displays the current firmware version of the Snom 320.
Number Guessing
This functionality offers the first number from the Dialed Numbers Call List, Missed Calls List, Received
Calls List, or Directory (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 entering 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.
Please note that users should keep at least two keys
programmed to Line. At least two Line buttons are
required to use features such as Call Transfer,
Conference Calling and Call Waiting. Because of this,
two programmable buttons are locked in configuration
of the phone as line buttons and CANNOT be changed
by the user.
By default Pacific LightNet will also configure two
buttons for Group Call Pickup and Call Park functions.
Additional buttons may be configured on all phones
based upon requests by the Business Group
Administrator.
Unless otherwise specified, all other keys can be
reprogrammed on individual phones for functions such
as speed dial (one-touch).
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