Syspine A50 User manual

USER’S MANUAL v2.0
Wherever Business Grows
Digital Operator System A50
E-mail: [email protected]
For more information, please visit http://www.syspine.com
All specifications and figures are subject to change without prior notice.
Actual products may look different from the photo.
All trademarks and logos are the properties of their representative holders.
Copyright © 2008 Syspine.

Important Notices
The Syspine Digital Operator Phone System (Syspine Phone System) offers
many features, including the ability to manage individual user preferences
using Assistant. Users should understand how various issues affect privacy
and the security of the phone system.
This section describes basic information to consider before using the
Syspine Phone System. All recommendations are based on a general configu-
ration of the phone system. However, every small business is unique. Evaluate
the specific configurations of the office setup when using the
Syspine Phone System. Use discretion when following the guidelines dis-
cussed in these topics.
Emergency Considerations
•Power, network, or telephone service outages: If there is an outage, dis-
ruption, or other degradation of the power, network, or telephone services
at your location, Response Point will not work.
•How to dial an emergency number: Please inform all of your employees,
visitors, and Response Point users that they can either dial the emergency
number, or 9 plus the emergency number, to access emergency services:
•Maintain an alternative means of calling emergency services: You
should maintain a backup means of calling emergency services (for exam-
ple, by using a phone plugged into a standard telephone line or a mobile
Region Emergency
Numbers
Australia 000
Canada 911
New Zealand 111
Singapore 995, 999
South Africa 10111, 10177, 112
United Kingdom 112, 999
United States 911

phone) in case of a power failure, telephone service outage, or other prob-
lem that may inhibit you from using Response Point.
•Calling emergency services using a VoIP service provider: Please note
that not all VoIP service providers enable users to call emergency services.
Such requirements vary by country. If you have questions about this capa-
bility, please contact your VoIP service provider.
•811 feature: By dialing 811 on the Response Point system, you can call
back the last phone that was used to dial an emergency number. This infor-
mation will be stored for only 24-48 hours after an emergency number is
dialed.
NOTE: This feature may not work if the phone has not been registered with the
Response Point base unit by your phone system administrator.
•Emergency-number location obligations that may apply to certain
owners of Response Point: Your telephone company or voice/VoIP ser-
vice provider may be required under applicable law to provide a telephone
number and address associated with that telephone number to emergency
services when a caller dials an emergency number. Further, certain coun-
tries' laws may require the owner/operator of a multi-line telephone system
(MLTS), such as Response Point, to provide emergency services with the
physical location/address of the phone that was used to call an emergency
number, in addition to the caller's telephone number. In such cases, compli-
ance with such MLTS laws is your responsibility. Please note that
Response Point does not provide to emergency services with the physical
location/address of a phone that is used to call an emergency number.

Privacy Considerations
The following information describes privacy issues related to the
Syspine Phone System.
Privacy of Users
The personal information entered in the User Properties dialog box is stored on
the Syspine Digital Operator System A50 (DOS-A50) and is not encrypted. Any
user who has access to the DOS-A50 password (for example, the phone sys-
tem administrator) can modify this information, which includes:
•Voicemail messages configured to be retrieved by phone (Voice messages
sent exclusively as E-mail attachments are not stored on the DOS-A50).
•Names and nicknames that external callers might use when speaking to
the Automated Receptionist.
•Personal contact information uploaded from a contact store.
•E-mail addresses specified to receive voicemail attachments.
•Bypass Receptionist phone numbers that connect directly to the extension
numbers specified.
Selecting the Remember logon settings check box when logging on to Assis-
tant, encrypts and stores credentials on the computer running Assistant.
The directory is available to external callers. Choose to add or remove name
and extension number details from this directory. However, the phone system
administrator can override choices without user consent—by either adding
information to the directory or removing information from it.
User name and extension number details are automatically added to the list
displayed in Assistant; there is no way to override this feature. Any user who
logs on to Assistant can view this list.
Privacy of Calls
Various components of the Syspine Phone System must exchange data so that
calls can be placed and received. Similar to many traditional phone systems,
where people with access to the office phone network may be able to listen to
phone calls, people with access to the office LAN may also be able to listen to
phone calls placed using the Syspine Phone System.
Calls—which are comprised of data packets that pass between DOS-A50,
phone line adapters, and phones—travel over the office LAN and are not
encrypted. For example, the caller ID information that is exchanged between

the phones and DOS-A50 is not encrypted. Likewise, a conversation that is
transmitted from one phone to another phone is not encrypted.
However, data that is exchanged between the DOS-A50 and Administrator or
Assistant is encrypted.
Privacy of SMTP Servers
The information that is transmitted from the DOS-A50 to the SMTP server
(such as, a Microsoft®Exchange®server on the LAN or an ISP’s E-mail server
on the Internet) will be encrypted or not depending on whether the SMTP
server requires encryption. Information that may not be encrypted includes the
user name and password for logging on to the SMTP server and voice mes-
sages sent as E-mail attachments. For more information about the DOS-A50’s
connection to the SMTP server, contact the Syspine Phone System administra-
tor.
Privacy of Backups
The Syspine Phone System administrator may choose to make a backup of the
data on the DOS-A50. Data saved in the backup file is not encrypted. There-
fore, it is recommend that the Syspine Phone System administrator store back-
ups on a removable hard drive that can be disconnected from the LAN and
stored in a secure location (for example, on a disk that can be stored in a
locked drawer).
Transfer of DOS-A50s
Before transferring the DOS-A50 to a third party, permanently delete all infor-
mation using the Erase Data program that comes on the installation CD.
See Resetting Factory Defaults on page 168 for more information.

Security Considerations
Security and privacy are related topics. Privacy Considerations discusses the
handling of users’ personal information. This topic focuses on the issues
involved securing the Syspine Phone System.
While Voice over Internet Protocol (VoIP) brings the power of the Internet to
phone services, it also introduces some security issues. Unless the office LAN
is secure, employees or callers could change phone settings, listen to others'
voice messages, and even access the public address system, if available.
Consider the following issues in creating a secure phone system:
Change Default Passwords
The first step toward securing the Syspine Phone System is to change the
default password of the DOS-A50. The default DOS-A50 password is admin,
used from Administrator to connect to the DOS-A50.
Also, encourage users to change passwords when using Assistant. A user is
typically assigned to one extension number password, which is used to log on
to Assistant and to retrieve voicemail messages. The default extension number
password is 9999.
System Vulnerabilities
Syspine Phone System runs on the office LAN, and the organization may have
a wireless LAN. While convenient and popular, the security features in many
wireless default implementations may not be adequate. Consider whether the
LAN security configuration, especially the wireless LAN security configuration,
is correct for the business.
Firewall Issues
It’s a good idea to use firewalls to help protect an office LAN. A firewall blocks
requests or communication attempts from any unspecified programs.
If using a third-party firewall to provide security, instead of the default Windows®
Firewall, Assistant and Administrator will not be able communicate with the
DOS-A50. To avoid this problem, create firewall exceptions in the firewall pro-
gram for Administrator and Assistant. A firewall exception allows selected pro-
grams to connect with a computer.
If using a third-party firewall, refer to its documentation for instructions on creat-
ing firewall exceptions.

Security Certificates
In the first instance of logging on to Administrator and connecting to a DOS-
A50, a security relationship between the DOS-A50 and the computer running
Administrator must be established.
After establishing that security relationship, the DOS-A50 copies a certificate (a
digital document) to the computer running Administrator. Once the two have the
same certificate information, the computer automatically trusts that the DOS-
A50 is legitimate.
Security certificates are put on the DOS-A50 when manufactured and have a
15-year expiration date. Contact the manufacturer’s customer support service if
the expiration date is imminent.
Occasionally, at log on, a security error may display, denying connection to a
DOS-A50. This can occur if the certificate exchange has been corrupted, for
example. In this case, try connecting again, or restart the DOS-A50 so that the
certificate can be reinitialized. If the error reoccurs, a program or other device
on the LAN might be trying to fool or intercept DOS-A50 data. An explanatory
message is displayed when these conditions occur.
Security of Backups
Phone system data is not encrypted when a backup is created. Therefore, it is
recommended that the Syspine Phone System administrator store backups on
a removable hard drive, which can be disconnected from the LAN.
Environmental Considerations
To conserve natural resources, printing a hard copy of this manual
should only be performed if absolutely necessary. Adobe®Acrobat®
and most printers support printing two pages on one sheet. Refer to
the printer User Manual for more information.

This publication, including all photographs, illustrations and software, is pro-
tected under international copyright laws, with all rights reserved. Neither this
publication, nor any of the material contained herein, may be reproduced with-
out written consent of the manufacturer.
Microsoft, Windows XP, Windows Vista, and Response Point are trademarks of
the Microsoft group of companies.
© Copyright July 2008 http://www.syspine.com

i
Table of Contents
Introduction ................................................................................................... 1
Product Info and Advantages ..................................................................... 2
Key Advantages of Response Point Software ............................................. 2
Additional Advantages .............................................................................. 2
Unpacking the Syspine Phone System ...................................................... 3
Package Contents.................................................................................... 3
Optional Contents .................................................................................... 4
Tour of the Syspine Phone System ............................................................ 5
Syspine DOS-A50.................................................................................... 5
Front View............................................................................................... 5
Rear View ............................................................................................... 6
Bottom View ............................................................................................ 7
LCD Panel .............................................................................................. 8
LED Behavior .......................................................................................... 9
Syspine IP Phone 310 .............................................................................. 10
Front View............................................................................................. 10
IP Phone 310 Operation ......................................................................... 11
Rear View ............................................................................................. 13
Installation ................................................................................................... 15
Hardware Installation ............................................................................... 16
Typical LAN Setup ................................................................................. 16
Typical WAN Setup ................................................................................ 17
Recommended Installation Process ......................................................... 18
Locating the DOS-A50............................................................................ 19

ii
Connecting the DOS-A50 to the LAN ....................................................... 22
Connecting the DOS-A50 to the PSTN ..................................................... 24
Locating IP Phone 310s.......................................................................... 25
IP Phone 310 Cable Connections ............................................................ 26
Connecting IP Phone 310s to the LAN ..................................................... 27
Response Point Software Installation ...................................................... 28
System Requirements ............................................................................ 28
Installing Response Point on the
Administration Computer .......................................................................... 29
Installing with Windows XP ..................................................................... 29
Installing with Windows Vista................................................................... 31
Logging on to Response Point Administrator ........................................... 33
Changing the DOS-A50 Password ........................................................... 36
Setting the DOS-A50 Date and Time........................................................ 37
Configuring the IP Phone 310s ................................................................ 38
Adding a Phone and New User................................................................ 38
Installing Response Point Assistant on a
User’s Computer ...................................................................................... 44
Installing with Windows XP ..................................................................... 44
Installing with Windows Vista................................................................... 45
Logging on to Response Point Assistant................................................... 47
Powering Down the DOS-A50 .................................................................. 49
Basic Features............................................................................................. 51
Making Calls to Extensions ...................................................................... 52
Using the Response Point Button ............................................................ 52
Using the Keypad................................................................................... 52
Making External Calls .............................................................................. 53
Using the Response Point Button ............................................................ 53
Using the Keypad................................................................................... 54
Receiving Incoming Calls ......................................................................... 55
Using Call Park and Retrieve ................................................................... 56
Parking a Call ........................................................................................ 56
Retrieving a Parked Call ......................................................................... 57
Transferring Calls ..................................................................................... 58

iii
Using the Response Point Button ............................................................ 58
Using the Keypad................................................................................... 59
Using a Public Address System ............................................................... 60
Using Voicemail ....................................................................................... 61
Leaving Voicemail.................................................................................. 61
Retrieving Voicemail............................................................................... 61
Configuring Voicemail Options................................................................. 62
Voicemail to E-mail Forwarding ............................................................... 64
Configuring E-mail Server Information ...................................................... 64
Configuring User Information................................................................... 66
Microsoft Response Point Administrator .................................................. 69
The Phone System Tab ........................................................................... 71
Using the Phones Menu.......................................................................... 71
Using the Users Menu ............................................................................ 79
Using the Voice Services Menu ............................................................... 87
Using the Other Menu .......................................................................... 102
The Base Unit Tab ................................................................................. 108
Using the Status Menu ......................................................................... 109
Using the Properties Menu.................................................................... 112
Using the Backup Menu........................................................................ 116
The Call Routing Tab ............................................................................. 121
Choosing How to Answer Calls.............................................................. 121
Using the Automated Receptionist Plan.................................................. 123
Tips for Recording Greetings and Prompts ............................................. 127
Using the Receptionist Plan .................................................................. 128
Using the Bypass Receptionist Feature .................................................. 132
Configuring External Access ................................................................. 134
Microsoft Response Point Assistant Features ....................................... 137
Using the Connect Menu ...................................................................... 139
Using the Parked Calls Menu ................................................................ 140
Using the Settings Menu....................................................................... 141
Using the Help Menu ............................................................................ 155
Advanced Features ................................................................................... 157
Syspine DOS-A50 Module Configuration ............................................... 158
Restarting the System or Modules ......................................................... 160

iv
Changing the Syspine Module Page Password ....................................... 162
Troubleshooting........................................................................................ 163
Common Issues ..................................................................................... 163
Resetting Factory Defaults ..................................................................... 168
Resetting DOS-A50 Defaults ................................................................. 168
Resetting the Administrator Password .................................................... 169
Quick Reference Guides........................................................................... 171
Phone Calls Quick Guide ....................................................................... 172
Voicemail Quick Guide ........................................................................... 174
DOS-A50 Wall Mounting Template .......................................................... 175
Index........................................................................................................... 176

1
Introduction
Designed for ease of use and manageability, the
Syspine Digital Operator Phone System (Syspine Phone System) combines
the Syspine Digital Operator System A50 (DOS-A50) and Syspine IP Phone
310s in one easy to install, end-to-end, communication solution.
The user friendly, PC based Microsoft®Response Point™ phone system soft-
ware provides the management and user interface tools for the DOS-A50.
•Response Point Administrator—used by the Syspine Phone System
administrator providing effective management of hardware and user
access.
•Response Point Assistant—designed for end users to efficiently manage
user preferences and featuring Click to Call dialing. Configure voicemail
greetings, determine how to retrieve user voicemail messages, and man-
age incoming call notifications.
The DOS-A50 provides public switched telephone network (PSTN), and
optional Internet and virtual private network (VPN) interconnection specifically
designed to empower small business customers to manage customer call traf-
fic and employee use.
The IP Phone 310 combines ease of use with advanced functionality and ergo-
nomic design.
Combined with a low Total Cost of Ownership (TCO), the Syspine Phone System
becomes the ideal communication tool.

Introduction
2Product Info and Advantages
1.1 Product Info and Advantages
•End-to-end solution—complete communication solution for small busi-
nesses, including SIP Trunking support for VoIP connectivity.
•Easy to install—plug and play setup without the need for specialized
IT/Telecommunications knowledge.
•Easy to manage—Microsoft Response Point Administrator provides a sim-
ple and effective web page tool for managing DOS-A50.
•Easy to use—voice activated commands eliminate complex key strokes
and the powerful Click to Call feature provides one-click dialing through
Assistant and the fifty entry Call History page.
•Integration with Microsoft®Office Outlook®—voice activated dialing to
existing Outlook contacts through Assistant.
1.1.1 Key Advantages of Response Point Software
•One-button access to voice dialing. Press the Response Point button, and
use voice commands to dial, transfer, or retrieve a call.
•Voice dialing of personal contacts.
•Integration with Office Outlook, Windows Address Book (for Microsoft®
Windows®XP), and Windows Contacts (for Microsoft®Windows Vista®) for
importing contacts.
•Automated Receptionist can answer and direct calls all of the time, when
the office is closed, or when the receptionist can't take calls.
•Built-in voicemail services—retrieve messages by phone or as e-mail
attachments, or both.
•Incoming call notifications can display on your computer screen when calls
come into the office.
1.1.2 Additional Advantages
•Phone, user, and service configuration wizards help make Response Point
easy to manage.
•Easy back up and restore of phone system data.
•Automatic phone discovery when new phones are added to the office LAN.
•Bypass Receptionist can directly connect callers to specified extension
numbers in the office.
•External Access gives specified remote numbers (such as your mobile
phone number) access to Response Point features.

Introduction
Unpacking the Syspine Phone System 3
1.2 Unpacking the Syspine Phone System
1.2.1 Package Contents
Verify all contents are present and in good condition. If any items are missing or dam-
aged, contact the dealer immediately.
DOS-A50 DC Adapter Power Cable
1 x 3M RJ-45 Male
Ethernet Cable (yellow)
4 x 3M RJ-11 Male
Phone Line Cables
2 x Power Cable Clips
Installation and Help CD
including User’s Manual
Quick Start Guide Wall Mounting Kit
NOTE: To conserve natural resources, printing a hard copy of the
User Manual supplied on the Installation and Help CD
should only be performed if absolutely necessary. Adobe®
Acrobat®and most printers support printing two pages on
one sheet. Refer to the printer User Manual for more infor-
mation.
Syspine DOS-A50
POWER SYSTEM LINE1 LINE2 GATEWAY
RESET
IP
Quick Start Guide

Introduction
4Unpacking the Syspine Phone System
1.2.2 Optional Contents
Optional Cradle (for upright installation)
1 x 3M RJ-45 Male Ethernet
Cable (blue)
Included with the Optional
Security Gateway Module
4 x 3M RJ-11 Male Phone
Line Cable
Included with Optional ATA
Module

Introduction
Tour of the Syspine Phone System 5
1.3 Tour of the Syspine Phone System
1.3.1 Syspine DOS-A50
1.3.1.1 FEATURES OVERVIEW
•Simplified administration featuring phone and service configuration wizards
•Voice commands and Click to Call functionality
•Detailed Call History and Speed Dialing
•Microsoft Outlook integration
•Integrated security gateway (optional)
•Voice-enabled auto attendant
•Built-in voicemail featuring voice to E-mail forwarding
•Traditional PSTN and SIP Trunking supporting VoIP
•Call park, retrieve, and transfer
1.3.2 Front View
No. Item Description
1. Top Ventilation Cooling vent—do not obstruct
2. Panel Release Press to remove LCD panel
3. LCD Panel See LCD Panel on page 8
4. Ventilation Cooling vents—do not obstruct
Syspine DOS-A50
POWER SYSTEM LINE1 LINE2 GATEWAY
RESET
IP
2
3
4
1
4

Introduction
6Tour of the Syspine Phone System
1.3.3 Rear View
No. Item Description
1. Telephone Lines Module 1 telephone lines P1 to P4
2. DC IN Jack Connect the DC power adapter to this jack
3. Phone Line LCDs Indicates phone line activity on the corre-
sponding line
4. Status LED Indicates module 1 connection status
5. Optional
Telephone Lines
Module 2 telephone lines P5 to P8
(optional)
6. LINE OUT Connect an output device, such as a Public
Address system or speaker. See Using a
Public Address System on page 60
7. LINE IN Standard Line-in jack. See Service Manual
for updated functions
8. USB Ports Connect USB devices to these ports
9. LAN Port Connect an Ethernet RJ-45 to the LAN
10. Optional WAN
Port
Connect an Ethernet RJ-45 to the wide area
network (WAN) if the optional Security
Gateway module is installed
P4 P3 P2 P1
DC IN
1234 678 9105

Introduction
Tour of the Syspine Phone System 7
1.3.4 Bottom View
No. Item Description
1. Module Feet Desktop non-skid feet
2. Wall Fixing Slots Attach to wall using wall mounting template
(see DOS-A50 Wall Mounting Template on
page 175)
12

Introduction
8Tour of the Syspine Phone System
1.3.5 LCD Panel
No. Item Description
1. LCD panel 2 x 16 characters 5 x 7 dot display
2. Power LED LED lights orange in power-on state
3. System LED LED lights blue when system is in ready
state
4. Line Module1
LED Tri-color Line 1 Module LED
5. Line Module2
LED Tri-color Line 2 Module LED
6. Gateway Module
LED Tri-color Gateway Module LED
7. Left Button Up one level in Admin Mode
8. Enter Button Press to Apply settings / Down one level in
Admin mode
Hold for 5 seconds to enter Admin Mode
9. Down Button Scroll down through options in Admin Mode
10. Up Button Scroll up through options in Admin Mode
11. Right Button View lower line message
Select option in Admin Mode
RESET
IP
QUANTA COMPUTER
POWER SYSTEM LINE1 LINE2 GATEWAY
Syspine DOS-A50
POWER SYSTEM LINE1 LINE2 GATEWAY
RESET
IP
12 3 4 5 6 789101112 13