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© 2012–16 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 13.1 02/16
AT&T SB67020/SB67025 Deskset
User’s Guide
&T SB67020/SB67025 Deskset
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Synapse SB67020/SB67025 Deskset User’s Guide
Preface ..............................................................................................................6
Additional Documentation .................................................................................................................................6
Topic Navigation ..................................................................................................................................................... 7
Text Conventions....................................................................................................................................................7
C
ONTENTS
Overview...........................................................................................................8
Synapse System Overview ................................................................................................................................. 9
SB67020/025 Deskset Description............................................................................................................ 10
Deskset Hard Keys............................................................................................................................. 11
Modes of Operation ........................................................................................................................................... 12
Call Appearance Mode .................................................................................................................... 12
Line Appearance Mode.................................................................................................................... 12
Setting Your Password...................................................................................................................................... 13
Soft Keys.................................................................................................................................................................. 13
Scroll Indicators ................................................................................................................................................... 13
Deskset Status Indicators................................................................................................................................ 14
Call Indicators ....................................................................................................................................................... 15
Call Indicators in Call Appearance mode............................................................................... 16
Call Indicators in Line Appearance mode.............................................................................. 17
Call Status Icons................................................................................................................................. 18
Call Status LEDs.................................................................................................................................. 18
Programmable Feature Keys ......................................................................................................................... 19
Programmable Feature Key LEDs............................................................................................... 20
Dial-Pad Entry ....................................................................................................................................................... 21
Using the Speakerphone.................................................................................................................................. 22
Using Help Screens............................................................................................................................................. 22
About the Auto Attendant .............................................................................................................................. 22
Caller Options ...................................................................................................................................... 23
TL7600 Cordless Headset (SB67025 Only) ............................................................................................ 23
Cordless Headset Description...................................................................................................... 24
Cordless Headset Operation......................................................................................................... 25
Outgoing Calls...............................................................................................26
Active Call Screen............................................................................................................................................... 27
Predialing................................................................................................................................................................. 27
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Synapse SB67020/SB67025 Deskset User’s Guide
Live Dialing ............................................................................................................................................................. 28
Making a Call from a List................................................................................................................................. 28
Calling a Busy Extension ................................................................................................................................. 29
Making an Intercom Call.................................................................................................................................. 30
Calling a Restricted Number.......................................................................................................................... 31
Calling Restricted Numbers on Your Extension.................................................................. 31
Calling Restricted Numbers Using Another Extension .................................................... 31
Making Calls with the Optional TL7600 Cordless Headset (SB67025 Only)......................... 32
Incoming Calls ...............................................................................................33
Incoming Call Screen......................................................................................................................................... 34
Incoming Call Indication .................................................................................................................................. 34
Incoming Calls in Line Appearance Mode ............................................................................. 35
Answering a Call.................................................................................................................................................. 35
Ignoring a Call....................................................................................................................................................... 36
Forwarding All Calls........................................................................................................................................... 36
Call Screening ....................................................................................................................................................... 37
Auto Answering.................................................................................................................................................... 38
Answering Direct Intercom Calls................................................................................................ 39
Answering Calls in the Call Queue............................................................................................................. 39
Answering Calls from Idle Mode................................................................................................. 39
Viewing the Queued Calls List..................................................................................................... 39
Call Management ..........................................................................................40
Call Management................................................................................................................................................. 41
Putting a Call on Hold in Call Appearance Mode............................................................................... 41
Putting a Call on Hold in Line Appearance Mode .............................................................................. 42
Transferring a Call in Call Appearance Mode ....................................................................................... 43
Transferring a call to a busy extension................................................................................... 44
Transferring a Call in Line Appearance Mode....................................................................................... 45
Making a Conference Call............................................................................................................................... 46
Putting a Conference on Hold.....................................................................................................47
Ending a Conference ........................................................................................................................ 47
Parking a Call........................................................................................................................................................ 48
Retrieving a Parked Call ................................................................................................................. 48
Call Management with One Call Appearance....................................................................................... 49
Call Management Using a Headset ............................................................................................................ 49
Accessing Items in Lists ..............................................................................50
Accessing the Queued Calls List ................................................................................................................. 51
Accessing the Park List .................................................................................................................................... 51
Accessing the Extension List ......................................................................................................................... 52
Accessing the Redial List................................................................................................................................. 53
Dialing a Redial Number................................................................................................................. 53
Deleting Redial Entries .................................................................................................................... 54
Searching the Extension or Directory Lists Using the Dial Pad................................................... 55
Accessing the Held Calls List ........................................................................................................................ 55
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Synapse SB67020/SB67025 Deskset User’s Guide
Directory .........................................................................................................57
Using the Directory............................................................................................................................................. 58
Viewing and Calling Directory Entries....................................................................................................... 58
Creating a New Personal List Entry ........................................................................................................... 59
Editing a Personal List Entry.......................................................................................................................... 60
Storing Directory Entries from the Call Log or Redial List............................................................. 61
Deleting a Personal List Entry ...................................................................................................................... 62
Sorting Directory Entries.................................................................................................................................. 63
Voicemail ........................................................................................................64
Voicemail Overview ............................................................................................................................................ 65
Group Mailbox Overview ................................................................................................................ 66
Accessing Your Messages ............................................................................................................................... 67
Message Playback..............................................................................................................................68
Calling the Messenger ..................................................................................................................... 69
Forwarding a Message..................................................................................................................... 70
Forwarding a Voicemail Message ...................................................................................... 70
Recording an Introduction to Send with a Forwarded Message........................ 71
Sending a New Message to a Distribution List..................................................................................... 72
Deleting Messages.............................................................................................................................................. 73
New Message Status Indications ................................................................................................................. 73
Accessing Your Voicemail Remotely.......................................................................................................... 74
Call Log ...........................................................................................................77
Using the Call Log .............................................................................................................................................. 78
Managing Missed Calls...................................................................................................................................... 79
Listening to Voicemail From the Call Log.............................................................................. 80
Storing Call Log Entries.................................................................................................................................... 80
Deleting Call Log Entries................................................................................................................................. 81
Paging..............................................................................................................82
Sending a Page..................................................................................................................................................... 83
Single-Zone Overhead Paging ...................................................................................................................... 84
Multi-Zone Overhead Paging......................................................................................................................... 84
Deskset Settings ...........................................................................................86
Deskset Menu........................................................................................................................................................ 87
Features.................................................................................................................................................................... 88
User Settings.......................................................................................................................................................... 90
Greetings ................................................................................................................................................ 91
Voicemail Greetings.................................................................................................................. 91
Name Recording......................................................................................................................... 93
Call Management ............................................................................................................................... 94
Call Forward All and Call Forward–No Answer.......................................................... 94
Automatic Answering............................................................................................................... 95
Deskset Settings ................................................................................................................................. 97
Display.............................................................................................................................................97
Sounds............................................................................................................................................. 98
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Volume Settings ......................................................................................................................... 99
Preferred Audio Mode ............................................................................................................. 99
Directory Settings.............................................................................................................................100
Setting and Changing Your Password ...................................................................................100
Changing Your Password.....................................................................................................101
Registering an Optional Cordless Headset (SB67025 Only) ......................................102
Deregistering a Cordless Headset ...........................................................................................103
Deregistering the Cordless Headset without the Deskset..................................103
Cordless Accessory Registration and Deregistration Time-Out................................103
Setting the Voicemail to Email Mode.....................................................................................104
Admin Settings....................................................................................................................................................104
Deskset Information.........................................................................................................................................105
Auto-Attendant Settings................................................................................................................................105
Using Do Not Disturb (DND) ........................................................................................................................106
Web Interface ............................................................................................. 107
Accessing the Web User Interface (WebUI).........................................................................................108
Error Handling....................................................................................................................................109
Basic Settings......................................................................................................................................................109
Personal Directory ............................................................................................................................................111
Quick Dial..............................................................................................................................................................113
Voicemail Distribution .....................................................................................................................................114
Help ..........................................................................................................................................................................117
Troubleshooting ......................................................................................... 118
Common Troubleshooting Procedures...................................................................................................119
Display Messages...............................................................................................................................................120
Calls Generally....................................................................................................................................................121
Incoming Calls.....................................................................................................................................................125
Outgoing Calls ....................................................................................................................................................128
Voicemail ...............................................................................................................................................................130
Other Deskset Features..................................................................................................................................132
WebUI......................................................................................................................................................................134
PC/Deskset Interaction ..................................................................................................................................135
TL7600 Cordless Headset (SB67025 Only) ..........................................................................................136
Appendixes.................................................................................................. 140
Appendix A: Soft Keys.....................................................................................................................................140
Appendix B: Technical Specifications......................................................................................................142
Appendix C: Maintenance..............................................................................................................................142
Appendix D: Important Safety Instructions...........................................................................................143
Appendix E: GPL License Information .....................................................................................................144
Glossary ....................................................................................................... 145
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P
REFACE
This User’s Guide provides instructions for using your Synapse SB67020/SB67025
Deskset telephone with software version 3.1.0 or newer. See page 105 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/SB67025 Deskset and more complete information on feature usage.
Before using this AT&T product, please read “Appendix D: Important Safety Instructions”
on page 143. Please thoroughly read this user’s guide for all the feature operations and
troubleshooting information necessary to operate your new AT&T product.
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 (888) 916-2007. In Canada,
dial
1 (888) 883-2474.
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.
Preface 6
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CallFwd
Notes provide important information
about a feature or procedure.
A caution means that loss of data or
unintended circumstances may result.
Topic Navigation
This Synapse SB67020/SB67025 Deskset User’s Guide features easy navigation between
topics and the ability to return to your original topic.
Text in blue indicates a link to another page in the document.
indicates a hyperlink to an external web site.
You can also click the arrows at the bottom of the page to move around this document.
Go back to the last page viewed.
Go to the previous page.
Go to the next page.
Bold text in blue
Text Conventions
Table 1 lists text formats and describes how they are used in this guide.
Table 1. Description of Text Conventions
Text Format Description
Screen Identifies text that appears on a device screen or
a WebUI page 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.
Line Appearance
mode
Text in the left-hand margin identifies a step or
paragraph that applies to a specific configuration
or Synapse device.
Example of a Note.
Example of a Caution.
Preface 7
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Synapse SB67020/SB67025 Deskset User’s Guide Back to Contents
C HAPTER
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 SB67025 Deskset and provides an
overview of the Synapse System and the external features of the Deskset.
The SB67025 Deskset allows you to register a compatible AT&T DECT Cordless Headset
for hands-free phone conversations. For more information, see “Registering an Optional
Cordless Headset (SB67025 Only)” on page 102.
“Synapse System Overview” on page 9
“SB67020/025 Deskset Description” on page 10
“Modes of Operation” on page 12
“Setting Your Password” on page 13
“Deskset Status Indicators” on page 14
“Programmable Feature Keys” on page 19
“Using the Speakerphone” on page 22
“TL7600 Cordless Headset (SB67025 Only)” on page 23.
Overview 8
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blue lines = telephone
green line = T1
red lines = Ethernet
orange lines = audio
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 1 illustrates a
sample system.
Overview 9
Figure 1. Sample Synapse System
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2
4
3
5
6
7
8
SB67020/025 Deskset Description
The key external features of the Deskset are shown in Figure 2 and described in Table 2.
Figure 2. Deskset Layout
Table 2. Deskset Features
1. Liquid Crystal Display (LCD) Provides controls and information for using the
Deskset.
2. Soft Keys Three keys that produce different actions,
depending on the LCD labels.
3. Handset Traditional 2-conductor wiring (FXO — Foreign
Exchange Office ports).
4. Hard Keys Fixed-function keys. See “Deskset Hard Keys” on
page 11.
5. Programmable Feature Keys Provide easy access to various call functions.
6. Display Keys Control menu functions shown in the display.
7. Navigation Moves the cursor up (
8. Voicemail Indicator Illuminates when there are new voicemail
right (
) on the display.
messages.
), down (), left (),
Overview 10
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1 2
3
4
5
Deskset Hard Keys
The hard keys include the standard telephone dial-pad keys and a set of function keys.
The Deskset hard keys are identified in Figure 3 and described in Table 3.
Figure 3. Deskset Function Keys
Table 3. Deskset Function Keys
1. VOL+/VOL– Increases/decreases the ringer and voice volume.
2. HEADSET Routes audio to headset. Can be used to go off hook.
3. HOLD Puts the current active call on hold. Allows access to other calls
and features while maintaining call connection.
4. MUTE Mutes the microphone. When on, the other party cannot hear you.
5. SPEAKER During a call, switches voice to and from the speakerphone. Can
be used to answer or start a call, or to hang up.
Overview 11
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Wed Sep 08 11:09AM
J
ohn Smith EXT 219
3 New Miss ed Calls
2 New Messages
Message Status
Number of new,
unreviewed voice
messages.
Your Extension
Number
Extension numbers
may be 3 or 4 digits.
Date and Time
Extension Name
Name assigned to
this Deskset
New Missed Calls
Number of new calls whose
call information has not been
reviewed. (Call Appearance
mode only)
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. 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 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.
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 Synapse Deskset extensions
(Extension 220, for example). You can access each Call Appearance by pressing a
programmable feature key as shown in Figure 2 on page 10. By default, the top two
programmable feature keys on the SB67020/025 Deskset are Call Appearance keys.
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 c a n have up to f o u r P STN Gateway s
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 “Intercom” calls to other Synapse Deskset extensions.
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.
Figure 4. Idle Screen in Call Appearance mode
Overview 12
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Scroll Indicators
Soft Keys
Change according
to the current task.
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.
Setting Your Password
You can protect your Deskset by setting a password that prevents other users from
accessing your User Settings and voicemail. If you create a password, you will need to
enter it before accessing User Settings, voicemail, and the WebUI. You will also need to
enter your password before calling a restricted number. See “Calling a Restricted
Number” on page 31.
For more information, see “Setting and Changing Your Password” on page 100.
Soft Keys
Soft keys are a set of three context-sensitive keys that provide functions based on what
you are doing on the Deskset. The top example 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 140 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 bottom example shows soft keys with and that indicate the feature
uses more than three soft keys. To view the additional keys, press
Scroll Indicators
or .
Figure 5. Soft Keys and Scroll Indicators
When scroll indicators appear in the upper right-hand corner of the display, as shown in
Figure 5, you can press
next screen.
Overview 13
and on the Navigation key to view the next entry or the
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Status Indicator
Area
Deskset Status Indicators
Status indicators appear in the upper right-hand corner of the Deskset display, as shown
in Figure 6 and as described in Table 4.
Figure 6. Sample Status Indicator
Table 4. Status Indicators
Icon Status
1 ,2, 3...
FWD Call Appearance mode only — Call Forward All is ON.
ANS Auto Answer is ON. See “Auto Answering” on page 38.
DND Do Not Disturb is ON. See “Using Do Not Disturb (DND)” on page 106.
INT Direct Intercom is ON. See “Answering Direct Intercom Calls” on page 39.
Indicates the number of the associated Call Appearance or Line
Appearance key.
Audible Ring Delay is 10 seconds. The number indicates the delay you
have set.
Ringer volume set to zero. The ringer is silent.
Less than five minutes of voicemail recording time is available.
Voicemail is full.
Overview 14
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Call Information
Call Status Icon
Call Timer
The Park soft key does not appear
in Line Appearance mode.
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 18.
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 18 for a complete description of the available icons.
The Call Timer displays the duration of the current call status, such as how long the call
has been held.
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.
Figure 7. Active Call Screen (Call Appearance mode shown)
Overview 15
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Answer
Ignore
FwdVM
Clear
Listen
Answer
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
or on the Navigation key shown in Figure 2 on page 10.
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 Call Appearance 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
or (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 or 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.
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.
Overview 16
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Answer
Ignore
Call Indicators in Line Appearance mode
In Line Appearance mode, Line Appearance key LEDs indicate the presence of other calls.
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 Line Appearance key or by
pressing . The previous active call is put on hold.
return to the active call screen by pressing .
When all the lines are in use:
You cannot start a new call by lifting the handset, or by pressing SPEAKER or
HEADSET. Instead, the screen briefly displays All Lines Busy.
Unanswered incoming calls are forwarded according to the Call Forward–No
Answer setting customized by the system administrator. Each line can have a
different forwarding destination. Unanswered Intercom calls are forwarded
according to a separate Call Forward-No Answer setting also customized by the
system administrator. This setting is specific to your Deskset.
Overview 17
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Call Status Icons
Table 5 shows and describes the call status icons. The number beside an icon indicates
the number of the associated Call Appearance or Line Appearance key. See
“Programmable Feature Keys” on page 19 for a complete description.
Table 5. Call Status Icons
Icon Status Icon Status
Off Hook
Indicates that you have lifted the
handset, pressed SPEAKER or
HEADSET, or you are on a phone
call.
Conference
Indicates a conference call.
Conference On Hold
Indicates you have put a
conference call on hold.
Call Screening
Call Appearance mode only —
Indicates the caller is leaving a
message. You can answer the call,
listen to the recording in progress,
or return to the idle screen.
Call Status LEDs
Ringing call and silenced call
Indicates an incoming call.
Ring Group or Call Queue Ringing
Ring Group or Call Queue Silenced
Indicates incoming Ring Group or (in Call
Appearance mode) Call Queue calls.
On Hold
Indicates you have put the call on hold.
Call Forwarded
Indicates an internal call forwarded
beyond your originally dialed number.
The Call Status LEDs flash to indicate call status as described in Table 6.
Table 6. Call Status LED Activity
Call Appearance Mode Line Appearance Mode
LED Activity Description LED Activity Description
Off No Call Off No Call
Steady GREEN Active Call Steady GREEN Active call
Fast Flash GREEN Ringing Call Fast Flash GREEN Ringing call
Slow Flash ORANGE Held Call Slow Flash GREEN Call held at your Deskset
Overview 18
Steady ORANGE Active call at another Deskset
Flash ORANGE Call held at another Deskset
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Programmable Feature Keys
The Deskset has ten programmable feature keys as shown in Figure 2 on page 10. In Call
Appearance mode, key 1 (top) is a Call Appearance, and is not programmable. Your
system administrator can program the other nine keys to be used as Call Appearances,
function keys, or quick-dial keys. See “Quick Dial” on page 113 to add quick-dial entries.
In Line Appearance mode, key 10 (bottom) is an Intercom key, and is not programmable.
Press this key to call another extension. Your system administrator can program the
other nine keys to access external lines or for other functions, including quick dial.
Table 7 and Table 8 list the default functions for the Programmable Feature keys in Call
Appearance mode and Line Appearance mode. Your key assignments may be different.
Table 9 on page 20 has a complete list of possible programmable feature key assignments.
Table 7. Programmable Feature Key Default Functions (Call Appearance Mode)
Key Function Label For more information, see...
1 Call 1
2 Call 2
3 Park List “Accessing the Park List” on page 51
4 Page “Sending a Page” on page 83
5 Do Not Disturb “Using Do Not Disturb (DND)” on page 106
6 Call Forward All “Call Forward All and Call Forward–No Answer” on page 94
7 Redial “Accessing the Redial List” on page 53
8 Directory “Using the Directory” on page 58
9 Call Log “Using the Call Log” on page 78
10 Messages “Voicemail Overview” on page 65
a
“Call Indicators” on page 15
a. Non-programmable.
Table 8. Programmable Feature Key Default Functions (Line Appearance Mode)
Key Function Label For more information, see...
1 Line 1 “Line Appearance Mode” on page 12
2 Line 2
3 Line 3
4 Line 4
5 Page “Sending a Page” on page 83
6 Redial “Accessing the Redial List” on page 53
7 Directory “Using the Directory” on page 58
8 Call Log “Using the Call Log” on page 78
9 Messages “Voicemail Overview” on page 65
10 Intercom
a. Non-programmable.
a
“Making an Intercom Call” on page 30
Overview 19
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Programmable Feature Key LEDs
The programmable feature keys have two-color LEDs to signal the status of some
functions. The LED flash patterns indicate call and feature status as described in Table 9.
Table 9. Programmable Feature Keys LED Activity
Key LED Activity Description
Call 1, Call 2, Call 3,..., Call 10 Off No call
(Call Appearance mode only) Steady GREEN Active call
Quickly Flashing GREEN Ringing call
Slowly Flashing ORANGE Held call
Line 1, Line 2, Line 3...
(Line Appearance mode only)
Extension Monitor (monitors activity
at another extension)
Park List (Call Appearance mode only) Off Not applicable
Page Off No page
Do Not Disturb Off DND off
Call Forward All
(Call Appearance mode only)
Off No call
Steady GREEN Active call
Quickly Flashing GREEN Ringing call
Slow Flash GREEN Call held at your Deskset
Steady ORANGE Active call at another Deskset
Flash ORANGE Held call at another Deskset
Off No call
Steady GREEN Active call, or paging
Quickly Flashing GREEN Ringing call
Slow Flash GREEN Call held
Steady ORANGE Do Not Disturb (DND) ON
Quickly Flashing
Steady GREEN Making page
Quickly Flashing GREEN Receiving page
Steady ORANGE DND on
Off Call Fwd All OFF
Steady ORANGE Call Fwd All ON
ORANGE
Incoming call with DND ON
Redial Off Not applicable
Directory Off Not applicable
Call Log Off No new calls
Messages Off No new messages
Call Queue
(Call Appearance mode only)
Overview 20
Steady ORANGE One or more new missed calls
Steady ORANGE One or more new messages
Off No calls waiting
Slowly Flashing ORANGE
One or more calls in the queue
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#
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Table 9. Programmable Feature Keys LED Activity (Continued)
Key LED Activity Description
Auto Attendant
(Call Appearance mode only)
Quick Dial Off Not applicable
Held Calls list
(Line Appearance mode only)
Intercom
(Line Appearance mode only)
Help Off Not applicable
Off Not applicable
Off Not applicable
Steady GREEN Active call
Quickly flashing GREEN Incoming call
Slowly flashing GREEN Held call
Dial-Pad Entry
Use the dial-pad keys to enter letters and numbers into a text field. Keys 2, 3, 4, 5, 6,
and 8 have three assigned letters, while keys 7 and 9 have four assigned letters, as
shown in Figure 8.
Pressing 1 once enters a space; pressing it twice enters a 1.
Pressing a key numbered 2 to 9 enters characters in the following order:
1. Upper-case letters.
2. Key number.
3. Lower-case letters.
For example, pressing 2 cycles through A, B, C, 2, a, b, c. Pressing 7 cycles through P, Q,
R, S, 7, p, q, r, s.
Overview 21
For text fields that accept only numbers, pressing a key once enters a number.
You can enter special characters by pressing the # and * keys.
Press # to cycle through the special characters # & ‘ , – . @ (in that order).
Press * to cycle through the special characters ! ( ) * + ? (in that order).
Figure 8. Dial Pad
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Using the Speakerphone
When the speakerphone is active, the SPEAKER key is lit.
To use the speakerphone:
1. To initiate a call, press SPEAKER. The key lights up and you hear a dial tone. Begin
dialing.
2. To end a call, press SPEAKER. The key light goes out.
During an active call, if you are using the handset or a corded headset, pressing SPEAKER
switches audio to the speakerphone. If the handset is not “hung up,” pressing SPEAKER
switches audio between the handset and the speakerphone.
Using Help Screens
You can view Help on the Deskset screen. These are very brief descriptions of how to use
some of the features.
To use the Deskset Help:
1. Press MENU, then 1, and then 0.
A menu of help items appears.
2. Press
3. Press SELECT.
4. Press CANCEL to return to the previous menu.
and to scroll to the desired help item.
About the Auto Attendant
The Synapse system features an Auto Attendant that answers incoming calls and
automatically transfers them to an interactive voice menu that can guide callers to the
desired extension or extension’s voicemail. Different menus can be set for different times
of day.
In Line Appearance mode, the Auto Attendant can be enabled to answer calls during
periods when your office is closed or when calls go otherwise unanswered.
In Call Appearance mode, the Auto Attendant is usually enabled. When the Auto
Attendant is disabled, all external calls go to the system operator or to a target that the
system administrator assigns, which could be a group of extensions.
The default menu instructs callers to “Enter the extension number or enter 0 for the
operator.” Your system administrator can create customize menus with your own
greeting message and instructions to callers.
Overview 22
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The Auto Attendant may be set up so that callers can access the Auto Attendant
directory. This allows callers to use any touch-tone phone's dial pad to spell your name,
followed by pressing the pound (#) sign, to reach your extension.
You may want to give your extension number to frequent callers so they can easily dial
your extension number when the Auto Attendant answers.
Caller Options
Until callers get through to a live person, they can press 0 at any time to redirect their
call to the system operator, if the system administrator has enabled this feature.
When a caller is redirected to voicemail, the caller has the option to press 5 to skip the
greeting.
If your system administrator has set up Direct Inward Dialing (available in Call
Appearance mode only), callers can dial the Direct Inward Dial telephone number to
reach you directly, bypassing the Auto Attendant. Your callers can also call your
company's main number and be transferred to your extension.
TL7600 Cordless Headset (SB67025 Only)
This optional Cordless Headset, shown in Figure 9, provides a 500-foot range and easy
one-button answering once it is registered to your SB67025 Deskset. Use your Deskset
to register your Cordless Headset. See “Registering an Optional Cordless Headset
(SB67025 Only)” on page 102.
Figure 9. Optional TL7600 Cordless Headset
Overview 23
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3
2
5
1
4
Cordless Headset Description
The registration process described in the manual that comes with the Cordless
Headset is not appropriate for the Deskset, which requires a different process.
The correct process is described in “Registering an Optional Cordless Headset
(SB67025 Only)” on page 102.
Figure 10. TL7600 Cordless Headset Features
1. ON/OFF Press to make or answer a call, and to end a call.
The light is on when the headset is charging in the headset charger.
The light flashes slowly when you are on a call and flashes quickly
when there is an incoming call.
NOTE: To answer a call while you are already on a call, press ON/
The first call is dropped. Press ON/
OFF to answer the next call.
OFF.
2. VOLUME +/– Press the volume key on the side of the headset to adjust the
listening volume when on a call.
3. MUTE/FLASH Press to mute the microphone during a call. The headset beeps
every 10 seconds while the microphone is muted.
Press to mute the ringtone in the earpiece when there is an
incoming call.
The headset FLASH feature does not operate with the SB67025
Deskset.
4. Battery Cover Open to install or replace the battery.
5. Earpiece When you receive calls, the headset earpiece plays a ringtone. The
headset does not have an external ringer.
Overview 24
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i
The MUTE button on the Deskset does not mute the Cordless Headset.
Cordless Headset Operation
Table 10. TL7600 Cordless Headset Operation
Function Operation
Ringtone
silencing
Press MUTE/FLASH to temporarily silence the ringtone in the headset earpiece.
This silences the ringtone without disconnecting the call. The next incoming call
rings normally at the preset volume.
Volume control
While on a call, use the
VOLUME +/–
keys on the side of the headset to adjust the
listening volume.
Mute Press MUTE/FLASH to turn the headset microphone on or off. When mute is on,
there is a short beep every 10 seconds until mute is turned off.
Answering a call Press ON/
Ending a call Press
OFF on the headset.
ON/OFF on the headset.
Auto off A call ends automatically when you put the headset in the charger.
Alert tones You hear three short beeps when:
VOLUME +/– keys are pressed when the volume is already at its highest or
lowest setting.
The headset is not registered and the headset ON/OFF button was pressed.
The headset has gone out of range from the Deskset during a call.
Low battery
warning
Key beep
ON/OFF light
status
You hear 1 short beep every 20 seconds when the battery is low.
You hear 1 short beep when pressing the headset
ON/OFF
key to start or end a call.
On — Headset is registered to the Deskset and is charging in the headset charger.
Flashes quickly — There is an incoming call.
Flashes three times followed by a pause — The battery level is very low. The cycle
repeats three more times before the headset shuts down.
Flashes twice in orange and blue every five seconds — The headset is not
registered.
Flashes every 20 seconds — The battery is low and needs to be charged in the
headset charger.
Flashes every three seconds — The headset is in use.
Overview 25
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C HAPTER
2
O
UTGOING
C
ALLS
The SB67020/025 Deskset provides several methods for making a call. If you are in Idle
mode or have calls on hold, you can predial a phone number and then go off hook to
call the number. You can make a call at any time by choosing an off-hook method, then
dialing a number. This is referred to as Live Dialing. You can also predial or live dial using
phone numbers from lists, such as the Directory, Call Log, Redial, quick dial, and
Messages.
In Call Appearance mode, you can dial the extension for the system operator by pressing
0 (zero).
The procedures in this chapter apply to both Call Appearance and Line Appearance
mode, unless otherwise noted.
“Active Call Screen” on page 27
“Predialing” on page 27
“Live Dialing” on page 28
“Making a Call from a List” on page 28
“Calling a Busy Extension” on page 29
“Making an Intercom Call” on page 30
“Calling a Restricted Number” on page 31
“Making Calls with the Optional TL7600 Cordless Headset (SB67025 Only)” on
page 32.
Outgoing Calls 26
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Pa r k
0:05
9-232-555-0176
Transf er Co nf
1
Call Timer
Called Phone
Number
Call-Status Icon
Transfer
Conf
Park
Flash
Store Pau s e Bac kspc
Store
Pause
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Active Call Screen
The Active Call screen, as shown in Figure 11, appears while you are on a call.
Figure 11. Active Call Screen (Call Appearance Mode Shown)
Table 11. Active Call Screen Description
Key Description
Begins transfer of a call.
Begins a conference call.
Call Appearance mode only — Parks an external call.
Predialing
Line Appearance mode only — Simulates a hook flash, which signals your
telephone service provider to activate a feature (external calls only).
Predial is only available when the Deskset is idle or when all calls are on hold. In Predial
mode, there is no dial tone. You can only predial one phone number at a time. To begin
Predial, press a dial-pad key.
To make a Predial call:
1. Using the dial pad, enter the phone number (for example: 9-232-555-0176). The
predial screen appears.
For external calls, dial 9 or whatever digit, if any, that must be dialed first.
Before you call the number, you can press:
to store the number in your Personal list.
to insert a two-second pause into the phone number.
to delete the last digit entered.
CANCEL to cancel predial.
2. Lift the handset, or press SPEAKER, HEADSET, or press a Call Appearance or Line
Appearance key to go off hook and call the number.
Outgoing Calls 27
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1
Ex t Li s t Pa r kL is t Pag e
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9-232-555-0176
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Live Dialing
You can make a call by going off hook, then dialing a phone number.
To dial a live number:
1. Do one of the following to go off hook (to hear the dial tone) from Idle mode:
Lift the handset.
Press SPEAKER or HEADSET.
Press an available Call Appearance or Line Appearance key.
2. Enter the number you want to dial.
Call Appearance mode only — For external calls, enter 9 or whatever digit, if any,
that must be dialed first.
The Active Call screen appears (Call Appearance mode shown).
You can also make a call by pressing a quick-dial key if your Deskset has any
quick-dial keys configured.
If your Deskset has an Extension Monitor key configured, you can press it to dial
the extension that your Deskset monitors.
Making a Call from a List
To make a call from a list:
1. Access the desired list entry. For example, in Call Appearance mode, press MENU,
then 1, and then 7. The Directory screen appears. See “Accessing Items in Lists” on
page 50.
2. Press or until the desired entry appears.
3. Press or SELECT to dial the displayed number. The Deskset dials the number
and the Active Call screen appears (Call Appearance mode shown).
Outgoing Calls 28
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Extension with Active Call or Paging
Extension with DND ON
Continue
Go Vmail
Phone numbers are dialed as they appear in the lists. Call Appearance
mode only — For external calls, enter 9 or whatever digit, if any, that must
be dialed before the phone number. When you dial from the Call Log, any
required external calling prefix is automatically added.
Calling a Busy Extension
If you call an extension that is on a call or busy, your Deskset displays the Extension Status
screen, shown in Figure 12. The Extension Status screen notifies you that the other party
may not be available to answer your call. When the Extension Status screen appears, you
can choose to call the other Deskset anyway, or go directly to the Deskset’s voicemail.
The Extension Status screen applies to internal calls in Call Appearance mode
only.
If the other extension is on an active call or is paging, the Extension Status reads
If the other extension has Do Not Disturb ON, the Extension Status reads Busy.
Figure 12. Extension Status Screens
When the Extension Status screen appears, you can press:
to call the other extension. Your incoming call appears on the other
Deskset’s screen.
to go directly to the other extension’s Personal Mailbox. If you leave a
message, the other extension displays a New Message notification on the
Deskset Idle screen.
CANCEL or hang up using the handset or SPEAKER key to return your Deskset
to the previous screen.
on a call
.
Outgoing Calls 29
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ExtList
Making an Intercom Call
Intercom Calls apply to Line Appearance mode only.
To make an internal (extension-to-extension) call, you must press the Intercom key. By
default, programmable feature key 10 is an Intercom key, as shown in Figure 13, but your
system administrator can configure additional Intercom keys to give you more Intercom
lines.
By default, your Deskset uses an outside line any time you go off hook by lifting the
handset, pressing
administrator can configure your Deskset to use the Intercom line any time you go off hook.
SPEAKER
, or by some other method. However, your system
Figure 13. Intercom Programmable Feature Key
To make an intercom call:
1. With the Deskset in Idle mode, go off hook by lifting the handset, pressing SPEAKER,
or by some other method.
2. If necessary, press the INTERCOM key, then dial the extension number.
Instead of dialing after pressing the INTERCOM key, you can press ,
highlight the desired extension number, then press SELECT to dial the number.
3. When your Intercom call is answered, the Active Call screen appears.
Outgoing Calls 30
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Press SELECT
Calling a Restricted Number
Call Restriction Settings apply to Call Appearance mode only.
Your system administrator can configure Call Restriction settings that may prohibit you
from making calls to certain types of numbers — international long-distance numbers, for
example.
Call Restriction settings are specific to each extension in the system. For example, your
extension may have no call restrictions, but other users may be restricted to making only
local calls from their Desksets.
You can always answer and transfer incoming calls from restricted numbers.
To call a restricted number, you must create a User Password on the User Settings menu
or the WebUI. To create a User Password, see “Setting and Changing Your Password” on
page 100.
Calling Restricted Numbers on Your Extension
You cannot complete a call to a number that the system administrator has restricted for
your Deskset. If you dial a restricted number and go off hook, a password screen appears.
After you enter your extension number and password, the Restricted Call screen
appears, as shown in Figure 14.
Figure 14. Restricted Call
You can press CANCEL or hang up to return to the Idle screen immediately.
Calling Restricted Numbers Using Another Extension
If you need to use someone else’s Deskset to call a number that is restricted on that
Deskset, you can enter your Extension number and User Password to complete the call.
To make a restricted call:
1. On a Synapse Deskset other than your own, dial the number as described in
“Predialing” on page 27 or “Live Dialing” on page 28.
If the number is restricted on the Deskset, the Restricted Call screen appears as
shown in Figure 14.
2. Enter your own extension number and user password.
If the dialed number is not restricted for your extension number, the Deskset dials
the number.
Outgoing Calls 31
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ON/OFF
Making Calls with the Optional TL7600 Cordless Headset
(SB67025 Only)
If you have an optional TL7600 Cordless Headset registered to your SB67025 Deskset,
then you can make calls with the headset. Use the Deskset dial pad to dial the number.
To make a call with the Cordless Headset:
1. Press ON/OFF on the headset. The headset is active when you hear a dial tone.
2. Dial the extension or phone number on the Deskset.
3. Press
OR
1. Predial the extension or phone number on the Deskset.
2. Press ON/
3. Press
ON/OFF on the headset to end the call.
OFF on the headset to initiate dialing and transfer the audio to the headset.
ON/OFF on the headset to end the call.
Outgoing Calls 32
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C HAPTER
3
I
NCOMING
C
ALLS
When a call comes in, the Deskset rings and the incoming call information appears as
shown in Figure 15 on page 34. The screen displays the caller’s name and number (if
available). If there is more than one incoming call, the new calls are assigned to Call
Appearance/Line Appearance keys while the oldest call remains on the screen. You can
answer or ignore each call.
The procedures in this chapter apply to both Call Appearance and Line Appearance
mode, unless otherwise noted.
The following sections describe handling incoming calls:
“Incoming Call Screen” on page 34
“Incoming Call Indication” on page 34
“Answering a Call” on page 35
“Ignoring a Call” on page 36
“Forwarding All Calls” on page 36
“Call Screening” on page 37
“Auto Answering” on page 38.
Incoming Calls 33
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Press
Answer
Incoming Call
Active Call
Answer
Ignore
FwdVM
Graham Bell
232-555-0176
1
Answ er Fw dVMIgnore
RG: S al e s
Answ er Ignore
1
Graham Bell
232-555-0176
Incoming Call
Incoming Call to a Ring Group
Incoming Call Screen
The incoming call and Active Call screens are shown in Figure 15.
Figure 15. Incoming Call and Active Call
.
Table 12. Incoming Call Screen Soft Keys
Key Description
Answers incoming call.
Silences ringer during incoming call.
Call Appearance mode only — Forwards incoming call to voicemail.
Incoming Call Indication
When there is an incoming call, the Deskset rings. See “Sounds” on page 98.
Do Not Disturb and Ring Delay both affect the onset of ringing. See “Using Do
Not Disturb (DND)” on page 106 and “Sounds” on page 98.
When there are no active or held calls, an incoming call screen appears, as shown in
Figure 16.
Figure 16. Incoming Call Screens (Call Appearance Mode shown)
If your extension is part of a Ring Group, a group of extensions may ring all at once or
in a sequence for the same call.
If you receive a call while you are on an active call or live dialing, the new incoming call
screen is displayed.
To switch to one of the other calls:
Call Appearance mode — Press or and then SELECT.
Press the associated Call Appearance or Line Appearance key.
Incoming Calls 34
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FwdVM
Answer
Ignore
Ignore
FwdVM
If your company has caller ID, the incoming call screen displays caller information. If the
caller ID information is absent because it is unavailable, UNKNOWN NAME and
UNKNOWN NUMBER display. If the caller chooses not to send the information, PRIVATE
NAME and PRIVATE NUMBER display.
Incoming Calls in Line Appearance Mode
The incoming call screen appears as shown in Figure 16, except that the soft
key does not appear.
If someone at another Deskset answers the call, your Deskset returns to Idle mode.
If your extension is part of a Ring Group, a group of extensions may ring all at once.
Answering a Call
To answer a call:
To answer an incoming call, do one of the following:
Lift the handset.
Press to answer using the Preferred Audio method. See “Preferred
Audio Mode” on page 99.
Press SPEAKER to use the speakerphone.
Press HEADSET to use a headset. See “Call Management Using a Headset” on
page 49.
For multiple incoming calls, press the corresponding Call Appearance or Line
Appearance key to answer each call. New calls remain in the display until you
answer or until you press .
The active call screen appears (Call Appearance mode shown).
If you are listening to voicemail when a call comes in, press or (in Call
Appearance mode) to redirect the call and allow message playback to
continue.
If Auto Answer is enabled, the call is automatically answered after the set time
delay. See “Auto Answering” on page 38.
Once you answer a call:
Previous active calls are automatically put on hold.
If you were predialing, that call is canceled.
If your Deskset is configured to monitor another extension, you can answer a call while
it is ringing at the monitored extension. For more information, see “Programmable
Feature Key LEDs” on page 20.
Incoming Calls 35
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Ignore
Ignore
Answer
Answer
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To answer a remote call:
1. On your Deskset, press the flashing green programmable feature key.
Your Deskset answers the call in its Preferred Audio Mode (Speaker or Headset). At
the monitored extension, a Call answered by Ext.
nnn
message appears.
Ignoring a Call
You can ignore an incoming call by pressing to silence the ringer. The silenced
ringer icon appears. If you are on an active or held call, after the incoming call has been
ignored, the screen returns to the call you were on before the incoming call.
Once a call is ignored:
The key is no longer available on the incoming call screen.
The Call Appearance or Line Appearance LED continues to flash.
You can press the key or the flashing Call Appearance key or Line
Appearance key to answer the incoming call.
Going off hook does not answer the call, but starts a new call on the next
available Call Appearance or Line Appearance.
When the system is in Line Appearance mode, your system administrator can set
your Deskset to ignore all incoming calls on selected lines. If your Deskset has
one or more lines configured this way, your Deskset automatically ignores
incoming calls on those lines. Your Deskset does not ring, and you can answer
the call by pressing the key or the flashing Line Appearance key.
Forwarding All Calls
This feature applies to Call Appearance mode only.
You can forward all incoming calls to the destination that you specified in the User
Settings. See “Call Forward All and Call Forward–No Answer” on page 94.
To forward all calls:
Press MENU, then 1, and then 6.
The Call Forward indicator (FWD) appears.
Press MENU, then 1, and then 6 again to cancel forwarding all calls.
Incoming Calls 36
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Listen
Listen
Stop
Graham Bell
232-555-0176
1
Answ er Cle ar Listen
Graham Bell
232-555-0176
1
Answ er Cle ar Stop
Press
Listen
Answer
Clear
Stop
Call Screening
This feature applies to Call Appearance mode only.
When an incoming call goes to voicemail, the Message icon ( ) indicates that
recording is in progress. You can listen to the recording in progress and interrupt it at
any time by answering the call. If another incoming call occurs while screening a call, the
Deskset screen displays the new call.
To screen a call:
Press to listen to a message that is being recorded. The soft
key changes to .
Press to interrupt the recording and talk to the caller.
Press to cancel call screening for this call and return to the previous
screen.
Press to stop listening to the message being recorded.
Incoming Calls 37
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Wed Sep 08 11:09AM
John Smith EXT 219
3 Ne w Mis se d Calls
2 New Messages
ANS
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Graham Bell
9-800-216-2007
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Call Answered.
Speak after the tone.
FwdVM
Auto Answering
You can set your Deskset to answer calls automatically, without your having to touch the
phone to answer. See “Automatic Answering” on page 95. When you enable Auto
Answer, ANS appears at the top of the Deskset screen as shown in Figure 17 unless DND
and FWD are active, since Auto Answer is disabled when they are on.
In Line Appearance mode, you can enable Auto Answer for Intercom (extension to
extension) calls only.
Figure 17. Auto Answer Enabled
To respond to an Auto Answered call:
In Idle mode, all incoming calls ring for the amount of time specified in the Auto Answer
Delay. See “Automatic Answering” on page 95. After the last ring, a two-second
notification screen appears, and you hear a warning tone.
Talk after the tone.
If the Auto Answer Delay is set to zero, you hear no ring. Instead, the Call
Answered screen appears and you hear the warning tone.
If you do not want the Deskset to automatically answer the call, you can press IGNORE
to send the call to the Call Forward–No Answer target. See “Call Forward All and Call
Forward–No Answer” on page 94. In Call Appearance mode, you can press to
send the call to voicemail immediately.
If there are multiple incoming calls, Auto Answer applies to the first (oldest) incoming
call. Subsequent incoming calls are handled according to the Call Forward–No Answer
setting.
Auto Answer does not apply to Ring Group calls.
Incoming Calls 38
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Answering Direct Intercom Calls
This feature applies to Call Appearance mode only.
Direct Intercom is an automatic-answering feature that your system administrator can set
for your De skset. When Direct Inte rco m is enab led , INT appears at the top of the Deskset
screen. Your Deskset will auto answer internal calls from certain extensions or all
extensions, depending on how your system administrator has set Direct Intercom. The
system administrator can also enable the Deskset to auto answer all external calls.
Your Deskset responds to Direct Intercom calls the same way it does to Auto Answered
calls. For more information, see “Auto Answering” on page 38.
Once Direct Intercom is enabled, you cannot override the feature with the Deskset Auto
Answer feature. See your system administrator if you need to disable or change Direct
Intercom settings.
Answering Calls in the Call Queue
This feature applies to Call Appearance mode only.
Your system administrator may have set up your Deskset as a Call Queue Agent.
Incoming calls are directed to your Deskset and all other assigned Call Queue Agents.
Answering Calls from Idle Mode
When your Deskset is idle, incoming Call Queue calls ring at your extension and at all
other idle Call Queue extensions.
To answer a call in the Call Queue:
1. Answer incoming Call Queue calls as described in “Answering a Call” on page 35.
If no one answers an incoming call from the Call Queue, it rings indefinitely. Call
Forward–No Answer rules (see “Call Forward All and Call Forward–No Answer” on
page 94) do not apply to calls that are directed to Call Queue extensions.
Your system administrator can configure a wrap-up time, which defines a period
during which your Deskset will not ring for another queued call after you
complete a Call Queue call.
Depending on how your system is set up, calls from the Call Queue may ring at
your Deskset while you are on a call that isn’t from the Call Queue.
Viewing the Queued Calls List
When all Call Queue Agents are busy, incoming calls are held in the Call Queue. If your
system administrator has set a programmable feature key as a Call Queue key, the LED
flashes orange slowly when calls are waiting in the Call Queue. You can view and answer
queued calls from the Queued Calls list. For more information, see “Accessing the
Queued Calls List” on page 51.
Incoming Calls 39
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C HAPTER
4
C
ALL
M
ANAGEMENT
This chapter describes the call management features of the SB67020/SB67025 Deskset.
The Deskset enables you to put calls on hold, transfer calls, park calls, and create
conference calls.
Call management features and procedures differ depending on whether your system is
in Call Appearance or Line Appearance mode. This chapter describes the differences
between the two modes.
“Call Management” on page 41
“Putting a Call on Hold in Call Appearance Mode” on page 41
“Putting a Call on Hold in Line Appearance Mode” on page 42
“Transferring a Call in Call Appearance Mode” on page 43
“Transferring a Call in Line Appearance Mode” on page 45
“Making a Conference Call” on page 46
“Parking a Call” on page 48
“Call Management with One Call Appearance” on page 49
“Call Management Using a Headset” on page 49.
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Call Appearance Mode Line Appearance Mode
Transfer
Conf
Park
Flash
0:27
Graham Bell
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Transf er Con f Par k
Transfer
Conf
Park
Call Management
Call management begins with the Active Call screen shown in Figure 18. The Call Status
icons are described in “Call Status Icons” on page 18.
Figure 18. Active Call Screen
Table 13 Active Call Screen Description
Key Description
Begins transfer of a call.
Begins a conference call.
Call Appearance mode only — Parks a call.
Line Appearance mode only — Simulates a hook flash, which signals your
telephone service provider to activate a feature (external calls only).
Putting a Call on Hold in Call Appearance Mode
To hold calls and manage held calls:
1. When you are on an active call, press HOLD.
The Held Call Appearance icon appears.
After the call has been on hold for a delay period set by your system
administrator (the default setting is three minutes), the Deskset reminds you with
a brief ring every 30 seconds.
When a call is on hold, you can use the programmable feature keys or the
Deskset Menu to access other functions.
When a call is on hold, you can also press:
to start transferring the call
to start a conference call
to park the call.
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2. To take the call off hold, display the call on screen and then press SELECT, or press
the associated Call Appearance key.
Lifting the handset, or pressing SPEAKER or HEADSET, takes you off hook
on an idle line; it does not take the displayed call off of hold.
Putting a Call on Hold in Line Appearance Mode
In Line Appearance mode, all Desksets that share assigned lines can view held calls and
take calls off hold.
To hold calls and manage held calls:
1. When you are on an active call, press HOLD.
The Held Call icon appears and the Line Appearance LED flashes green.
On other Desksets that are assigned that line, the Line Appearance LED flashes
orange. Someone at any other Deskset assigned that line can press the flashing
orange Line Appearance key to take the call off hold, making it an active call on
their Deskset.
All Desksets, including those that are not assigned that line, can view and take
your call off hold from the Held Calls list. See “Accessing the Held Calls List” on
page 55.
When you put an Intercom call on hold, only you can take the call off hold.
When a call is on hold, you can use the programmable feature keys or the
Deskset Menu to access other functions.
After the call has been on hold for a delay period set by your system
administrator (the default setting is three minutes), the Deskset rings to remind
you that the call is still on hold.
2. To take the call off hold, press SELECT or press the Line Appearance key for that call.
Call Management 42
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Transfer
Press
Transfer
ExtList
ParkList
2
Ex t L is t Pa g ePar k L is t
VMail
VMList
MBList
Personal
Transferring a Call in Call Appearance Mode
You can transfer an active or a held call to:
an internal extension or external number
an extension’s voicemail, Group Mailbox (if available), or your Personal Mailbox
an Auto Attendant
a Call Queue or Ring Group (if available).
The transfer recipient does not have to talk to you before receiving the transferred call.
If you do not talk to the transfer recipient before transferring the call, you are making an
“unsupervised” transfer. If you talk to the transfer recipient before completing the
transfer, you are making a “supervised” transfer.
You can transfer a call to an external number only if this function has been enabled by
your system administrator. The call transfer function is enabled by default.
To transfer a call:
1. Press from the Active Call screen. The call is automatically put on hold and
the Transfer Setup screen appears.
2. Select a transfer target. You can:
dial an external number (as shown below) or an extension, or make a call from
a list by pressing or . Go to Step 3.
When the new call is established, you can speak to the person to whom you are
transferring the call and announce the transfer. If you decide not to complete the
transfer, you can cancel the Transfer Setup screen on the first call by pressing
CANCEL. The first call remains on hold.
transfer the call directly to voicemail by pressing . The Transfer to
Voicemail screen appears, on which you can press:
to select an extension‘s Personal Mailbox
to select a Group Mailbox (if available)
to transfer the call to your Personal Mailbox.
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AutoAtt
Call Q
RingGrp
Transfer
0:08
202
Transf er
2
Call Transf erred.
Extension with Active Call or Paging Extension with DND ON
Continue
Xfer VM
press to view the next set of transfer options, which includes:
to select an Auto Attendant to which to transfer the call.
to select a Call Queue (if available) to which to transfer the call. All
available phones in the selected Call Queue ring immediately.
to select a Ring Group (if available) to which to transfer the call.
3. To complete the transfer, press .
A Call Transferred screen appears for two seconds. When the transfer is complete,
the screen returns to Idle mode.
Transferring a call to a busy extension
If you try to transfer a call to an extension in your office that is on an active call or is
paging, the Extension Status screen reads on a call, as shown in Figure 19.
If the other extension has Do Not Disturb ON, the Extension Status screen reads Busy,
as shown in Figure 19.
Figure 19. Extension Status Screens
You can press:
to call the other extension. Your incoming call appears on the other
Deskset’s screen, and the other party can answer your call if they wish.
to transfer the waiting party directly to the other extension’s Personal
Mailbox.
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Transfer
ExtList
Vmail
VMList
MBList
Personal
AutoAtt
Transfer
Transferring a Call in Line Appearance Mode
You can transfer an active call to:
an internal extension
an external number, if this function has been enabled by your system
administrator
another extension‘s voicemail, Group Mailbox, or your Personal Mailbox
an Auto Attendant.
To transfer a call:
1. Press from the Active Call screen. The call is automatically put on hold and
the Transfer Setup screen appears.
2. Select a transfer target. You can:
press the Intercom key and dial an extension number.
press an available Line key and dial an external number. Depending on your
system configuration, transferring calls to an outside line may be disabled.
call a number from a list. For example, press and select an extension to
call.
take a held call off hold or access the Held Calls list (MENU –> 1 –> 1) to retrieve
a held call
transfer the call directly to voicemail by pressing . The Transfer to
Voicemail screen appears, on which you can press:
to select an extension‘s Personal Mailbox
to select a Group Mailbox (if available)
to transfer the call to your Personal mailbox.
Press to select an Auto Attendant to which to transfer the call
3. When the new call is established, you are ready to transfer the first call. You can:
speak to the person to whom you are transferring the call and announce the
transfer.
cancel the Transfer Setup screen on the first call by pressing CANCEL. The call
remains on hold.
4. To complete the transfer, press . A Call Transferred screen appears for
two seconds. When the transfer is complete, the screen returns to Idle mode.
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Conf
Press
Conf
2
Join
0:03
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2
Join
Join
0:15
9-1-732-555-7318
2
Dr op EndConf
Making a Conference Call
You can set up a conference call with yourself and two telephone numbers (either
internal, external, or with both). The pictures below show Call Appearance mode, but the
procedure is the same in Line Appearance mode.
To make a conference call:
1. Press from an Active Call screen. The call is automatically put on hold and
the Conference Setup screen appears.
2. Establish a second call. You can dial the second call normally, as shown below, or
you can select a held call and take it off hold, or you can start the second call from
a list. See “Accessing Items in Lists” on page 50.
When the second call has been established, the soft key appears.
3. To join the calls, press .
Your extension is now in conference with the other two phone numbers.
If you hang up while on the conference, the conference ends. If you make or answer
another call, the conference continues without you. You can rejoin by pressing a
corresponding Call Appearance or Line Appearance key.
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2
0:15
9-1-732-555-7318
Conf
EndConf
Drop
Putting a Conference on Hold
The picture below shows Call Appearance mode, but the procedure is the same in Line
Appearance mode.
To put a conference on hold:
1. Press HOLD.
The other callers can continue communicating with each other. The icon
indicates the conference is on hold.
is unavailable during an active call if you have another conference on
hold.
A conference is automatically put on hold when you:
Press an available Call Appearance or Line Appearance key to start a new call.
Answer an incoming call.
To take a conference call off hold:
1. Press a corresponding Call Appearance or Line Appearance key.
Ending a Conference
To end a conference:
From the Conference screen, you can press:
to end the conference. Both calls hang up and your Deskset returns to
the Idle screen or the Call Appearance or Line Appearance you were on before
the conference call.
or (Call Appearance mode) or press the Line Appearance key (Line
Appearance mode) to display the call you want to end, and then press .
The other call remains active.
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Park
0:05
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Transf er Con f Pa r k
1
Call parked on
Extension
101
.
Answer
[PARKED CALL]
Graham Bell
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0:34
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Transf er Con f Pa r k
1
Parking a Call
This feature applies to Call Appearance mode only.
Parking a call is similar to putting a call on Hold, but any extension on the system can
retrieve a parked call. You can park external calls only.
To park a call:
1. Press or to display the active or held external call you want to park.
2. Press .
The Call parked screen appears for five seconds, then the Idle screen appears.
If no one retrieves the parked call after a time delay set by your system administrator,
your Deskset rings and the parked call appears. To answer the call, press .
Retrieving a Parked Call
You can retrieve parked calls from any extension in the system.
To retrieve a parked call:
If you know the extension number of the parked call, dial it.
OR
1. Press MENU, then 1, and then 2 to display the Park List screen.
2. Press
3. Press to retrieve the parked call. The Active Call screen appears.
or to display the desired entry.
Call Management 48
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Call capacity reached.
Call Management with One Call Appearance
This section applies to Call Appearance mode only.
If your system administrator has configured your Deskset with one Call Appearance key,
some features are restricted. These restrictions also apply when the Deskset has more
than one Call Appearance key, and all Call Appearances are occupied.
If you are on an active call, held call, or incoming call, additional incoming calls
cannot be received. Callers are forwarded straight to the Call Forward – No
Answer destination. You also cannot screen calls.
When the Call Appearance is occupied, you cannot dial or predial.
When the Call Appearance is occupied, if you attempt to call a number from a
list (such as the Call Log), or if you attempt to transfer a call or start a conference
call, a screen such as the Call capacity reached screen appears.
Call Management Using a Headset
You can use a corded or cordless headset with the SB67020/025 Deskset. A corded
headset can be plugged into the headset jack on the back of the Deskset. The cordless
headset must provide its own wireless radio in a base that is plugged into the headset
jack. If the headset is a compatible AT&T DECT Cordless Headset, it can be registered to
a SB67025 Deskset and no other connections are required. See “Registering an Optional
Cordless Headset (SB67025 Only)” on page 102.
To use a headset:
From Idle mode or during a call using the handset or speakerphone, press
If you have a headset connected to the jack on the back of the Deskset, then
that headset becomes active.
If you have a AT&T DECT Cordless Headset registered to the Deskset, then the
Cordless Headset becomes active.
To send audio from the headset to the Deskset speakerphone, press SPEAKER.
HEADSET
.
To send audio from the headset to the corded handset, lift the handset. If the
handset is already off hook, press
handset is off hook, you can press
Call Management 49
HEADSET
HEADSET
to send audio to the handset. While the
again to return audio to the headset.
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C HAPTER
5
A
CCESSING ITEMS IN
L
ISTS
The Deskset has lists of phone numbers that are used for making calls and for call
management. Some of the lists, like Voicemail, have other features associated with them
that are explained elsewhere in this guide. In this chapter, you learn how to access an
individual item in a list. All instructions start from the Idle screen.
The Deskset may provide access to the following lists:
Call Queue List — See “Accessing the Queued Calls List” on page 51
Park List — See “Accessing the Park List” on page 51
Directory List — See Chapter 6, “Directory” on page 57
Voicemail List — See Chapter 7, “Voicemail” on page 64
Call Log — See Chapter 8, “Call Log” on page 77
Extension List — See “Accessing the Extension List” on page 52
Redial List — See “Accessing the Redial List” on page 53
Held Calls List — See “Accessing the Held Calls List” on page 55.
Accessing Items in Lists 50
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Queued Calls: 2
Graham Bell 3:32
Charlie Johnson 1:04
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Accessing the Queued Calls List
This feature applies to Call Appearance mode only.
The system administrator can configure the system to forward incoming calls to the Call
Queue. The Queued Calls list contains unanswered calls. If the system administrator has
assigned your extension to the Call Queue, queued calls ring at your extension when your
extension becomes idle. You can also view and answer queued calls from the Queued
Calls list.
Your system administrator can set up a programmable feature key as a Call Queue key.
The Call Queue key LED flashes orange slowly when there are calls waiting in the Call
Queue. You can press the key to access the Queued Calls list.
To access the Queued Calls list:
1. Press MENU, then 1, and then 1. The Queued Calls list appears.
The oldest queued call is at the top of the list.
2. Press
or to highlight the desired entry.
3. Press:
or SELECT to answer the queued call.
to view the caller’s phone number.
CANCEL to return to the Queued Calls list without answering the call.
Accessing the Park List
This feature applies to Call Appearance mode only.
Use the Park List screen to access parked calls from any extension. See “Parking a Call”
on page 48.
Your Deskset may have a programmable feature key set up as a Park List key. You can
press the key to access the Park List.
Accessing Items in Lists 51
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-./
Ret riev e
Retrieve
ExtList
1
Ex t Li s t Pa g ePa r kL is t
ExtList
To access an entry in the Park List:
1. Press MENU, then 1, and then 2. The Park List appears.
2. Press
or until the desired entry is on the screen.
3. Press or SELECT to answer the parked call.
Press CANCEL at any time to return to the Idle screen.
Accessing the Extension List
You can access the Extension List as part of the Directory when the phone is idle. See
“Using the Directory” on page 58. When you go off-hook, you can access the Extension
List using the soft key that appears.
To access the Extension List:
1. Call Appearance mode: Lift the receiver or press SPEAKER to go off hook.
Line Appearance mode: Lift the receiver or press SPEAKER, then press the
Intercom key.
The Dialing screen appears (Call Appearance mode shown).
2. Press . The Extension List appears.
3. Press
or until you highlight the desired entry.
4. Press SELECT to call the highlighted extension.
You can also access the Extension list from the following:
Accessing Items in Lists 52
Transfer — See “Transferring a Call in Call Appearance Mode” on
page 43 and “Transferring a Call in Line Appearance Mode” on
page 45.
Conference Setup — See “Making a Conference Call” on page 46.
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Accessing the Redial List
The last 20 phone numbers that you dialed are recorded in the Redial list, as shown in
Figure 20 and described in Table 14.
Figure 20. Redial List
Table 14. Redial List Function
Key Description
Stores the caller’s number in the Personal list. You can also enter the
caller’s name.
Deletes the entry.
Allows you to dial the number or store the caller’s number in the Personal list.
Deletes all entries.
Dialing a Redial Number
To dial a Redial number:
1. Call Appearance mode — Press MENU, then 1, and then 9.
Line Appearance mode — Press MENU, then 1, and then 7.
The Redial list appears.
2. Press
3. Press SELECT to redial the number, or press to:
or until you see the desired entry.
redial the number by pressing .
store the caller’s number by pressing . The Store Redial Entry screen
appears with the number filled in.
Accessing Items in Lists 53
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Save
Delete
DelAll
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!:
Del All
DelAll
Are you sure you want to
de lete all e ntrie s?
Yes No
Yes
If necessary, enter the caller’s first and last names. Press to move the
cursor to the Last Name and Phone # entries.
Press to save the entry.
The system does not check for duplicate entries.
4. Press CANCEL to exit the Redial list.
Deleting Redial Entries
You can delete a single Redial entry from the Redial list or all Redial entries. Ensure the
entry you wish to delete is displayed.
To delete a single entry:
1. In the Redial list, press or until you see the desired entry.
2. Press .
3. Press CANCEL to exit the Redial list.
To delete all Redial entries:
1. In the Redial list, press or to display the soft key.
2. Press . A confirmation screen appears.
3. Press to confirm deletion.
4. Press CANCEL to exit the Redial list.
Accessing Items in Lists 54
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Cal lLastNmeNew
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Searching the Extension or Directory Lists Using the Dial Pad
Use the dial pad to get to the first entry that starts with any letter.
To search for a list entry:
1. Select a list to search, such as the Directory.
2. Press the dial-pad keys to cause the Deskset to search for an exact match or the
closest match. For example:
If you press 4 once, the Deskset searches for names beginning with G.
If you press 7 three times, the Deskset searches for names beginning with R.
See “Dial-Pad Entry” on page 21 for information on entering other individual
letters. This searching function uses only the uppercase letters.
When an exact match is found, the entry appears.
If you enter a letter and the Deskset cannot find an exact match, the Deskset displays
the entry with the next closest alphabetical match.
Accessing the Held Calls List
This feature applies to Line Appearance mode only.
When you or anyone else in y our office p uts an exter nal call on h old , the call is displayed
in the Held Calls list. The Held Calls list shows all held calls on all lines in the system,
including lines that haven’t been assigned to your Deskset Line Appearance keys. You
can view and retrieve any held call in the system from the Held Calls list.
Your Deskset Line Appearance key LEDs flash red to indicate held calls on the lines that
were assigned to your Deskset. Pressing a flashing red Line Appearance key is the easiest
way to retrieve a held call, but this is not always possible because all Desksets in the
system may not have the same lines assigned to them. For example, your department
may have lines 1 to 4 assigned to your Desksets. Another department in your company
may have lines 5 to 8 assigned to their Desksets. Using the Held Calls list, you can access
calls being held on lines 1 to 8.
If the held call is on a line that is not assigned to your Deskset, retrieving the call will
route it to the Intercom line on your Deskset.
Accessing Items in Lists 55
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To retrieve a call from the Held Calls list:
1. Press MENU, then 1, then 1.
The Calls on Hold screen appears.
2. Press or to highlight the desired call.
3. Press SELECT to retrieve the call.
If the held call used a line that was not assigned to your Deskset, the call becomes
active on your Intercom line. Any previous active call on your Deskset goes on hold.
Accessing Items in Lists 56
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C HAPTER
6
D
IRECTORY
The Synapse system provides three Directory lists. By default, the system displays entries
from all three lists. See “To view and call Directory entries:” on page 58 to learn how you
can limit this display to one of the three lists.
Personal — You can add, edit, and delete up to 50 entries in this Personal
directory from the Deskset or the WebUI (referred to as “Extension Directory” on
the WebUI). These entries are available only at your extension.
System — This public directory is created and maintained by the system
administrator. You can view and sort this directory, but you cannot modify it.
Extension — This is a list of all extensions in the system. It contains the Display
Names that the administrator entered and the extension number of each
Deskset. You can view and sort this directory, but you cannot modify it.
“Using the Directory” on page 58
“Viewing and Calling Directory Entries” on page 58
“Creating a New Personal List Entry” on page 59
“Editing a Personal List Entry” on page 60
“Storing Directory Entries from the Call Log or Redial List” on page 61
“Sorting Directory Entries” on page 63.
Directory 57
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"""
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Using the Directory
Access the Directory by pressing MENU, then 1, and then 7 (Call Appearance mode) or
MENU, then 1, and then 5 (Line Appearance mode) to display the screen shown in
Figure 21 and described in Table 15.
Figure 21. Directory
Table 15. Directory Screen Description
Key Description
Creates a new entry in the Personal list.
Switches between first and last name sort in Directory and Extension list.
Dials the on-screen number.
Allows you to change previously entered information.
Displays a list of Directory settings.
Deletes the entry.
Viewing and Calling Directory Entries
By default, the Directory screen displays entries from all three Directory lists — Personal,
System, and Extension. You can change the Directory settings to view any combination
of the lists. Within a list, you can press a dial-pad key to see the first name that starts
with the first letter on that key. If there is no match, the Deskset displays the next entry
in the alphabetical list.
To view and call Directory entries:
1. Call Appearance mode: Press MENU, then 1, and then 7.
Line Appearance mode: Press MENU, then 1, and then 5.
The Directory list appears.
Directory 58
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If the Directory is empty, only and appear.
2. Press or to show the desired entry.
3. Press SELECT to dial the displayed phone number.
To change Directory settings:
1. From the Directory list, press or to display the soft key.
2. Press to display the Directory Settings screen.
3. Press
or to highlight the desired list, and press or to select Show or
Hide. Show all lists by setting all three to Show.
OR
Press
or to highlight Sort Order, and press or to select the default sort
order.
4. Changes are saved immediately. Press CANCEL to return to the Directory screen.
Creating a New Personal List Entry
You can add up to 50 personal entries to the Directory. These personal entries are only
visible at your extension.
To create a new Personal list entry:
1. Call Appearance mode — Press MENU, then 1, and then 7.
Line Appearance mode — Press MENU, then 1, and then 5.
The Directory appears.
2. Press to display the Personal Entry screen with the cursor positioned in the
First Name field.
Directory 59
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Backspc
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3. Edit the First Name, Last Name, and Phone # fields using the dial pad.
See “Dial-Pad Entry” on page 21. The name text fields are limited to 20 characters
each and the number field is limited to 32 digits.
4. When editing the entry, you have the following options:
Press or to move the cursor.
Press or to move to the previous or next field.
Press to erase the highlighted character if there is one, or else the
character before the cursor.
Press to insert a two-second pause into the phone number. The pause
appears as a P in the field and is counted as a digit.
For external phone numbers, enter a 9 or whatever digit, if any, that must be
dialed first to indicate this is an external call.
5. Press . The Directory appears.
Editing a Personal List Entry
You can edit any Personal list entry while viewing the Directory.
To edit a Personal list entry:
1. Call Appearance mode — Press MENU, then 1, and then 7.
Line Appearance mode — Press MENU, then 1, and then 5.
The Directory appears.
2. Press
3. Press . The Personal Entry edit screen appears.
4. Edit the First Name, Last Name, and Phone # fields using the dial pad, as shown
or to display a Personal entry.
The key is not available when a System or Extension entry
appears in the Directory list.
below. See “Dial-Pad Entry” on page 21. The name text fields are limited to 20
characters each and the number field is limited to 32 digits.
5. When editing the entry, you have the following options:
Press or to move the cursor.
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Backspc
Pause
Save
Store
Store
Backspc
Pause
Save
Press or to move to the previous or next field.
Press to erase the highlighted character if there is one, or else the
character before the cursor.
Press to insert a two-second pause into the phone number. The pause
appears as a P in the field and is counted as a digit.
For external phone numbers, enter a 9 or whatever digit, if any, that must be
dialed first to indicate this is an external call.
6. Press . The Directory appears.
Storing Directory Entries from the Call Log or Redial List
To store a Call Log or Redial entry into your Personal list:
1. In the Call Log or Redial list, press or to display the desired entry.
2. If necessary, press
or to see the soft key.
3. Press to store the entry in your Personal list. The Personal Entry screen
appears.
The Deskset automatically fills in the name and number, if available.
If necessary, edit the name and number. Press to move the cursor to the Last
Name and Phone # entries.
Press to erase the highlighted character if there is one, or else the
character before the cursor.
Press to insert a two-second pause into the phone number. The pause
appears as a P in the field and is counted as a digit.
For external phone numbers, enter a 9 or whatever digit, if any, that must be
dialed first to indicate this is an external call.
4. Press to save the entry.
The system does not check for duplicate entries.
Directory 61
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Delete
Del eteSettingsEd i t
Delete
Are you sure you want to
delete this entry?
Yes No
Yes
Delete
Deleting a Personal List Entry
You can delete any one of your personal list entries while viewing the Directory.
To delete a Personal list entry:
1. Call Appearance mode — Press MENU, then 1, and then 7.
Line Appearance mode — Press MENU, then 1, and then 5.
The Directory appears.
2. Press
3. Press
or to display the entry to be deleted.
so that appears.
4. Press . The confirmation screen appears.
5. To confirm the deletion, press .
The key is not available when a System or Extension entry appears
in the Directory.
Directory 62
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FirstNme
LastNme
Sorting Directory Entries
The Directory entries are sorted by first or last names. When you use the dial pad to
search, the system searches for the names in the sort order.
To sort Directory entries:
1. Call Appearance mode — Press MENU, then 1, and then 7.
Line Appearance mode — Press MENU, then 1, and then 5.
The Directory appears.
2. To sort the entries by first name, press .
To sort the entries by last name, press .
The Directory stays in the chosen sort order until you change it.
Directory 63
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C HAPTER
7
V
OICEMAIL
Your Synapse system records and saves incoming voicemail messages. You can play,
delete, or forward those messages to one or many other extensions. The MESSAGE
WAITING LED, shown in Figure 22 on page 65, lights up when there is at least one new
message.
Each message can be up to 2 minutes long. The Personal Mailbox at your Deskset has 30
minutes of recording time.
Your system administrator may give you access to one or more Group Mailboxes. Group
Mailboxes allow more than one person access to voicemail messages.
You can also record a message and send it to a voicemail distribution group that you
have created. See “Voicemail Distribution” on page 114.
The following sections describe how to listen to and manage voicemail on your Deskset:
“Voicemail Overview” on page 65
“Accessing Your Messages” on page 67
“Sending a New Message to a Distribution List” on page 72
“Accessing Your Voicemail Remotely” on page 74.
Voicemail 64
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MESSAGE
WAITING LED
Name and
number
Indicates a new
message.
Message
Counter
Time and date
the message
was recorded.
Play
DelMsg
FwdMsg
PlayAll
DelAll
ClrNew
MrkNew
Callback
MBList
Voicemail Overview
When there is at least one new message, the MESSAGE WAITING LED lights up, as shown
in Figure 22.
Figure 22. Message Waiting LED
To access your messages, see “Accessing Your Messages” on page 67. Each message
appears on a screen similar to the screen shown in Figure 23. To see other messages,
press
or . Pressing or displays the soft keys described in Table 16.
Figure 23. Messages Screen
Table 16. Voicemail List Description
Key Description Key Description
Plays message. Deletes displayed message.
Initiates Message Forward
Plays all voicemail messages.
function.
Deletes all voicemail
messages.
Clears and restores the new
message indication from a
message.
Allows dialing options before
calling a number from Call
Switch to the next Group
Mailbox.
Log, Redial list, or Messages.
Voicemail 65
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Messages
Per sonal 1 New
Sales 0 New
Cus tom er Supp... 10 New
Listen
Do you w ish to le ave a new
message or listen to your
messages?
Lv Msg Listen
Mes sages 1/10
Graham Bell Jul 19
232-555-0176 1:18p
Pla y DelMsg Callback
!
Messages
Per sonal 1 New
Sales [FULL]
Cus tom er Supp... [<5 Min]
Group Mailbox Overview
Group Mailboxes provide general delivery of voicemail messages to a group within an
organization. Group Mailboxes are different from your Personal Mailbox in that messages
in Group Mailboxes are not stored in your Deskset. Even if your Personal Mailbox is full,
there may be space available in some of your Group Mailboxes.
If your system administrator has given you access to a Group Mailbox, the
# New Messages count on the Idle screen includes your new private messages and
new messages in any Group Mailboxes to which you are assigned.
If you press MENU, then 1, and then 4 (Call Appearance mode) or MENU, then 1, and
then 3 (Line Appearance mode) and have not enabled voicemail distribution, a list of
mailboxes appears, as shown in Figure 24.
Figure 24. Group Mailbox List
If you have enabled voicemail distribution, the Leave New or Listen screen appears, as
shown in Figure 25, allowing you to press to see the list of mailboxes.
Figure 25. Leave New or Listen Screen
From the Mailbox list screen, you can access your personal voicemail and messages
stored in Group Mailboxes, such as the sales department shown in Figure 24. Your
Personal Mailbox is always at the top of the list of mailboxes.
Select a mailbox to access the messages stored in that mailbox.
The first message in that Mailbox appears, as shown in Figure 26. When you access a
Group Mailbox, the name of the Group Mailbox appears at the top of the screen.
Figure 26. Messages Screen
Additionally, the following conditions apply when you access a Group Mailbox:
When a mailbox is nearly full, [<5 Min] appears, and when it is full, [Full]
appears next to that Personal Mailbox or Group Mailbox as shown in Figure 27.
Delete messages to make more room.
Voicemail 66
Figure 27. Mailbox Full Screen
Page 67
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Mes sages 1/10
Graham Bell Jul 19
232-555-0176 1:18p
Pla y DelMsg Callback
!
Do you w ish to le ave a new
message or listen to your
messages?
Lv Msg Listen
LvMsg
Listen
Messages
Per sonal 1 New
Sales 0 New
Cus tom er Supp... 10 New
After someone listens to a message, the ! indicator for that message is removed
from the screens of all participants of that group.
If someone else is listening to a message when you delete it, the message is not
deleted until the listener exits the voicemail session.
Message playback is not interrupted if you receive a call while listening to Group
Mailbox voicemail. The incoming call appears on the Deskset screen
accompanied by a call-waiting tone. (There is no call-waiting tone in Line
Appearance mode.)
Accessing Your Messages
Access to your messages is different depending on whether or not you have access to
any Group Mailboxes, and whether you have enabled voicemail distribution.
To access an entry from voicemail:
1. Call Appearance mode — Press MENU, then 1, and then 4.
Line Appearance mode — Press MENU, then 1, and then 3.
If necessary, use the dial pad to enter your user password and press SELECT.
Once you have entered your password, you do not have to enter it again
while you are reviewing messages. However, if you exit the Messages
screen, you will need to enter your password to access the Message list.
The screen that appears depends on your system configuration.
If you do not have voicemail distribution enabled or access to a Group Mailbox, the
Messages screen appears.
If you have enabled voicemail distribution (see “Voicemail Distribution” on page 114),
the Leave New Message or Listen screen appears.
Press to create a message to send to a voicemail distribution list. See
“Sending a New Message to a Distribution List” on page 72.
Press to view the Mailbox list (if you have Group Mailboxes) or voicemail
messages.
If your system administrator has assigned a Group Mailbox to you, a list of your
Personal Mailbox and Group Mailboxes appears.
Voicemail 67
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Mes sages 1/10
Graham Bell Jul 19
232-555-0176 1:18p
Pla y DelMsg Callback
!
Play
Graham Bell
05:10
Pause Delet e
!
Jul 19 1:18p
Pause
Delete
PlayAll
PlayAll
Pause
a. If necessary, press or to highlight the desired Mailbox.
b. Press SELECT. The Messages screen appears.
2. Press
3. Press CANCEL to exit the Messages screen.
Message Playback
You can play either a single message or all of the voicemail messages in a mailbox.
To play a single message:
1. On the Messages screen, press or until the desired entry is on the screen.
2. Press . The ! icon appears on messages that are being played for the first
time.
During message playback, you can press:
or until you see the desired Messages entry.
to pause message playback.
to delete the message. If there are more messages, the next message
is displayed.
or to skip back or forward by 8 seconds.
or to skip to the previous (newer) or next (older) message.
To play all messages:
1. On the Messages screen, press or to display the soft key.
2. To play all messages, press .
The system starts with the oldest and ends with the most recent. There is a short
beep between messages. The ! icon appears on messages that are being played for
the first time. During message playback, you can press:
to pause message playback.
or to skip back or forward by 8 seconds.
or to skip to the previous or next message.
CANCEL to stop playback and return to the Messages list.
If all messages play without interruption, you return to the Messages screen with
the last played message on the screen.
Voicemail 68
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Callback
Call Back
Graham Bell
232-555-0176
Cal l Stor e
Call
Store
Calling the Messenger
You can call back the person who left the message.
To call back the person who left the message:
1. On the Messages screen, press or until the desired entry is on the screen.
2. Press . The Call Back screen appears.
Press or to view the dialing options.
Press to dial the number.
Press to store the entry in your Personal Directory.
Press CANCEL to return to the Messages list.
Voicemail 69
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FwdMsg
FwdMsg
VMList
Forward message to:
Linda Mille r - 200
Intr o Send
DistrList
Forward message to:
Sale s
Intr o Send
MBList
Forward message to:
Administration
Intr o Send
Intro
Forwarding a Message
You can forward a message to an extension or extensions, a voicemail distribution list (if
enabled), or a Group Mailbox (if enabled). You can also record a message and forward it
to a distribution list.
“Forwarding a Voicemail Message” below.
“Recording an Introduction to Send with a Forwarded Message” on page 71.
Forwarding a Voicemail Message
You have several options for forwarding a message, depending on how your system has
been set up.
To forward a voicemail message:
1. In the Messages list, press or until the desired entry is on the screen.
2. Press
or to display the soft key.
3. Press to begin the forwarding process. A selection screen appears.
4. Select a Forward Destination:
Press to display the Voicemail List. Press or to highlight the
desired extension and press SELECT. The Forward Message screen appears.
If you have enabled voicemail distribution, you can press to display
voicemail distribution lists. Press
or to highlight the desired Distribution
List and press SELECT. The Forward Message screen appears.
If your system has Group Mailboxes, you can press to display the Group
Mailbox list. Press
The Forward Message screen appears.
5. Optional: Press to record an introductory message. See “Recording an
Introduction to Send with a Forwarded Message” on page 71.
Voicemail 70
or to highlight the desired Mailbox and press SELECT.
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Send
SendIntr o
Forwa rd messa ge to:
Amy Lee - 203
Mess age Forw arded.
Intro
Intro
Record
Stop
Stop
Play
Delete
Done
Forward message to:
Linda Mille r - 200
[Msg Intro Attached]
Intr o Send
Send
6. Press to forward the message.
The Message Forwarded screen appears.
The forwarded message appears in the recipient’s Messages list.
Recording an Introduction to Send with a Forwarded Message
You can record an audio introduction to send with a forwarded message. To begin
recording the introduction, press while forwarding a message.
To record a message introduction:
1. Press after selecting the destination for a forwarded message. The
Play/Rec: Intro screen appears.
2. Press to begin recording. The soft key changes to .
3. When finished recording, press . The message review screen appears.
Reaching the 30-second limit automatically stops recording.
You can or the announcement.
4. Press to display the Forward Message screen.
[Msg Intro Attached] appears on the screen.
5. Press to forward the message with the introduction message attached.
Voicemail 71
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Do you w ant to leave a ne w
message or listen to your
messages?
Lv Msg Listen
LvMsg
Distribution List
Accounts
Sale s
Warehou s e
Record
Stop
Stop
Play
Delete
Send
Sending a New Message to a Distribution List
If you have enabled voicemail distribution and created at least one distribution list, you
can record a new message and send it to a distribution list. To create a distribution list,
see “Voicemail Distribution” on page 114.
To record and send a new message:
1. Call Appearance mode — Press MENU, then 1, then 4.
Line Appearance mode — Press MENU, then 1, then 3.
With voicemail distribution enabled, the Leave New Message or Listen screen
appears.
2. Press . The Distribution List screen appears.
3. Press
or to highlight the desired distribution list.
4. Press SELECT. The Play/Rec Message screen appears.
5. Press to begin recording. The soft key changes to .
6. When finished recording, press . The Message Recorded screen appears.
Reaching the 120-second limit automatically stops recording.
You can or the message.
7. Press to forward the message to the selected distribution list.
Voicemail 72
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DelMsg
DelAll
Mes sages 1/9
David Car ter Jul 19
443-555-0625
11:07a
DelAll
DelAll
Are you sure you want to
delete all messages?
Yes No
Yes
ClrNew
Mes sages 1/10
Graham Bell
Jul 19
232-555-0176
1:18p
Fw dMs g Pl ay A l l ClrNew
!
Deleting Messages
You can delete a single message or all messages from the Messages screen. You can
also delete a single message during message playback, as described in “Message
Playback” on page 68.
To delete a single message or all messages:
1. On the Messages screen, press or until the desired entry is on the screen.
2. Press to delete the message.
The system deletes the message and displays call information for the next message.
OR
To delete all messages:
a. Press
or to display the soft key.
b. Press .
The confirmation screen appears.
c. Press to confirm.
All messages are deleted, whether they are new (unheard) or not.
New Message Status Indications
You can add a new message indication ( ) or delete the new message indication
from a message. The new message indication disappears after you play a message, but
you can mark a message as “new” or “old” at any time.
To clear and restore new Message indications:
1. On the Messages screen, press or until the desired entry is on the screen.
2. Press
Voicemail 73
or to display the soft key.
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ClrNew
MrkNew
ClrNew
MrkNew
3. Press to clear the new message indication.
The soft key replaces .
4. If desired, press to restore the icon for a selected message, marking
the message as new again.
Accessing Your Voicemail Remotely
Remote access allows you to listen to Personal Messages or change the recorded
greeting when you are away from your Deskset. Follow the voice prompts and press the
appropriate dial-pad keys to navigate through the system. The voice prompts in a menu
list are repeated three times with a 5-second pause between. After three times with no
action, the voice says “Goodbye” and the remote call is disconnected.
Listening to the time/date stamp information of a message does not count as listening
to the message. If you access the voicemail through remote access and skip to another
message while the time or date is playing, the message is still considered new.
You may be able to access certain Group Mailboxes if they have “virtual” extension
numbers assigned to them. Ask your system administrator for more information. To
access a Group Mailbox with a virtual extension number, follow the steps below.
When the system is in Line Appearance mode, you can access your voicemail
remotely only if you can reach your extension from an outside line. The Call
Forward–No Answer destination for the outside line must be set to Auto
Attendant or to your extension. For more information, see your system
administrator.
To access voicemail remotely:
1. Dial your company phone number.
2. After the call is answered, enter your extension number.
3. Immediately press the star twice (
followed by the pound sign.”
4. Enter your password (if you have created one), then enter pound (#) to access the
voice prompt menu.
Even if you have not created a password, you must still enter the pound (#).
You need to get to your Personal Mailbox to access your messages remotely. If
Call Forward All or Call Forward–No Answer is on and set to an extension or an
out s ide li ne, or if Aut o Answe r is on , remote access to voicemail is not supported
as calls do not access your mailbox.
If your mailbox is full, your voicemail greeting does not play. Instead you hear
“Voicemail is full” before being disconnected. To access your voicemail when
your mailbox is full, quickly press the star key twice (
is full” announcement begins.
). You will hear, “Enter your access code,
* *
) just as the “Voicemail
* *
Voicemail 74
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To access voicemail remotely – listen to messages:
Once you have accessed the system, the Main Menu plays. From this menu you can listen
to old or new messages as shown in Figure 28. You have the following options:
To listen to new messages, press 1.
To listen to old messages, press 2.
To change voicemail options, press 8.
Once you press 1 or 2, and the messages start playing, you have the following options:
To stop message playback and replay options, press 5.
To delete the current message, press 3.
To repeat the previous message, press 4.
To skip this message, press 6.
To jump back 8 seconds, press 7.
To jump forward 8 seconds, press 9.
To return to the previous menu, press star
Figure 28. Remote Voicemail Access
.
*
Voicemail 75
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To access voicemail remotely – voicemail greeting setup:
1. To set up the voicemail greeting, access the system and press 8. As illustrated in the
flow diagram in Figure 29, you have the following options:
To record a primary greeting, press 1.
To record an alternate greeting, press 2.
To choose the Primary or Alternate greeting, press 7.
2. Begin recording after the tone.
3. To end the recording, press 5.
4. Select one of the following options:
To review the recording, press 1.
To record over the greeting, press 3.
To accept the greeting, press 9.
Voicemail 76
Figure 29. Remote Voicemail Greeting Setup
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C HAPTER
8
C
ALL
L
OG
The Call Log provides available name and number information for the last 50 calls
received. The newest entries replace the oldest.
“Using the Call Log” on page 78
“Managing Missed Calls” on page 79
“Deleting Call Log Entries” on page 81.
You can view the Call Log by pressing MENU, then 1, and then 8 (Call Appearance mode)
or MENU, then 1, and then 6 (Line Appearance mode) from the Idle screen.
This system has a caller ID feature that works with the caller identification
service offered through your telephone service provider. There is a fee for this
service, and it might not be available in all areas. This telephone can provide
information only if both you and the caller are in areas offering caller
identification service, and if both telephone service providers use compatible
equipment.
Call Log 77
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1
2
3
4
PlayMsg
Delete
CallBack
Store
ClrNew
DelAll
Using the Call Log
The Call Log soft keys, as shown in Figure 30 and described in Table 17, are available
whenever the Call Log has at least one entry.
Figure 30. Call Log Functions
1. Name and number The Ring Group name can also appear here.
2. NEW Indicates call was not answered and has not
been reviewed.
3. Voicemail message available
for playback.
Exclamation mark (!) indicates message is new.
A Ring Group or Call Queue icon can also appear
here. The voicemail icon replaces other icons
when both would apply.
4. Current Call Log entry number/
50/50 maximum.
total number of entries
Table 17. Call Log Soft keys
Key Description Key Description
Plays message. Appears only
Deletes the entry.
when there is a message.
Dials the entry. Stores number in your
Personal list.
Clears [NEW] indication from
Deletes all entries.
the displayed entry.
The voicemail message icon appears in call entries where the caller left a message.
The icon remains until you delete the message. An ! icon indicates the message is new.
If your company has caller ID, the caller information appears. If the caller ID information
is absent because it is unavailable, UNKNOWN NAME and UNKNOWN NUMBER
appear. If the caller chooses not to send the information, PRIVATE NAME and PRIVATE
NUMBER appear.
Call Log 78
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11:15a Oct 20 1/35
Graham Bell
232-555-0176 [NEW]
!
Pla y Ms g De let e Callback
CallBack
Cal l Stor e
Call Back
Ange la Martin
732-555-7318
Call
Delete
To access the Call Log list:
1. Call Appearance mode — Press MENU, then 1, and then 8.
Line Appearance mode — Press MENU, then 1, and then 6.
The most recent Call Log entry appears.
2. Press
or until the desired entry is on the screen.
3. Press CANCEL to exit the Call Log.
Managing Missed Calls
All incoming calls are recorded in the Call Log unless Call Forward All is on and calls are
forwarded to another extension or external phone number (Call Appearance mode only).
Unanswered calls that have not been reviewed are indicated by [NEW].
To review and make calls from the Call Log:
1. On the Call Log screen, press or to see the desired entry.
Press to access dialing options before calling a number and to dial the
displayed number. The Call Back screen appears.
Press to dial the on-screen number.
Call Log entries may not be in the proper format for dialing. In some areas,
you need to remove the area code or add or remove a 1. Press
view the dialing options. The following dialing options are available:
or to
nnn-nnnn (7 digits)
1-nnn-nnnn (8 digits)
nnn-nnn-nnnn (10 digits)
1-nnn-nnn-nnnn (11 digits).
Press to delete the displayed entry.
2. Press CANCEL to exit the Call Log.
Call Log 79
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PlayMsg
Graham Bell
05:10
Pause Delet e
!
Jul 19 1:18p
PlayMsg
Store
Store
,/C!);<+BBB
./C!
; D!
(
Save Pa us e Bac kspc
, / C !);<
./C!+;
; D!
(
Save Pa us e Bac kspc
Listening to Voicemail From the Call Log
If the caller left a message, you can play the message from the Call Log.
To play a message from the Call Log:
1. On the Call Log screen, press or until the desired entry is on the screen.
2. Press . The message playback screen appears.
only appears if the call has an associated voicemail.
If necessary, use the dial pad to enter your password and press SELECT.
3. Press Delete while the message is playing to delete the voice message. There is a
slight delay until the message indicators change.
4. When the message playback completes, the Call Log appears.
5. Press CANCEL to exit the Call Log.
Storing Call Log Entries
To store a Call Log entry into your Personal list:
1. From the desired Call Log entry, press or to display the soft key.
2. Press to store the entry in your Personal list. The store personal entry
screen appears.
The caller information fills in the First Name and Number fields.
3. Fill in the Last Name field, if desired. To create the Last Name or to edit any field,
use
or and the dial pad. See “Dial-Pad Entry” on page 21.
When entering a phone number, you must add a 9 or whatever digit, if any,
that must be dialed first to indicate this is an external call. Enter 1 if it is a
long-distance number.
The system does not check for duplicate entries.
Call Log 80
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Save
Delete
DelAll
!:
"">C$@
E
Stor e Clr New DelA ll
DelAll
Are you sure you want to
de lete all e ntrie s?
Yes No
Yes
4. Press to store the entry and return to the Call Log.
5. Press CANCEL to exit the Call Log.
Deleting Call Log Entries
You can delete a single Call Log entry, or all Call Log entries.
To delete Call Log entries:
1. From a Call Log entry, press . The displayed entry is removed from the list
and the next entry appears.
OR
To delete all Call Log entries, press
a. Press .
The confirmation screen appears.
b. Press to confirm.
2. Press CANCEL to exit the Call Log.
or to display the soft key.
Call Log 81
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C HAPTER
9
P
AGING
Paging allows you to broadcast what you say to more than one ext ension. If your system
administrator has set up Paging Zones, you can page all extensions or a zone.
If your Synapse system includes an optional overhead paging (OHP) system, you may be
able to page through loudspeakers. If the OHP is a single-zone paging system, it is
included when you page All Extensions. The single-zone OHP may also be included in
an individual Paging Zone. If the OHP is a multi-zone paging system, it is not included
when you page All Extensions. However, it appears as Overhead Page as the last entry
in the Paging Zones list.
Paging 82
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Page
<;<F;/
B)
A;/;/
B
)G;/
B+;< ;
En dPa g e
<;<)A;/;/
EndPage
Sending a Page
You can start sending a page from the Paging Zones screen. If your system
administrator has set up Paging Zones, you can page all extensions or a zone.
To send a page:
1. Lift the handset or press SPEAKER, and then press .
OR
Call Appearance mode — Press MENU, then 1, and then 3.
Line Appearance mode — Press MENU, then 1, and then 2.
The Paging Zones screen appears. The screen shows the page options available to
your Deskset.
2. Highlight All Extensions or a Paging Zone.
3. Press SELECT. The system emits a short paging tone and the Page screen appears.
OR
Press CANCEL to return to the idle screen.
4. Speak into the speakerphone or pick up the handset to speak.
5. When finished, press or CANCEL, hang up the handset, or press SPEAKER.
The Idle screen appears.
At the extensions being paged:
Desksets involved in active calls, listening to a message, or playing or recording
a name or greeting do not receive pages.
The PAGE programmable feature key (key #4 by default) flashes.
Press the VOL+ or VOL– keys to adjust the volume. This volume setting affects
current and future incoming pages only.
Lifting the handset interrupts the page. The PAGE key continues to flash.
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Page
Single-Zone Overhead Paging
If your Synapse system includes an optional single-zone overhead paging (OHP) system,
your system administrator may have set up an overhead paging option in the Paging
Zones list. You might be able to page a meeting room or a warehouse, for example. The
OHP speakers are included when you page All Extensions, and they may be included in
other Paging Zones.
To page using a single-zone overhead paging system:
1. Lift the handset or press SPEAKER, and then press .
OR
Call Appearance mode — Press MENU, then 1, and then 3.
Line Appearance mode — Press MENU, then 1, and then 2.
The Paging Zones screen appears.
2. Highlight the appropriate zone.
3. Press SELECT. The system displays the Page screen.
4. Wait for feedback from your paging system, then speak into the speakerphone or
pick up the corded handset to speak.
5. When finished, press , hang up the handset, or press SPEAKER. The Idle
screen appears.
Multi-Zone Overhead Paging
If your Synapse system includes an optional multi-zone overhead paging (OHP) system,
you have an Overhead Paging option in the Paging Zones list.
To page using an optional multi-zone overhead paging system:
1. Lift the handset or press SPEAKER, and then press .
OR
Call Appearance mode — Press MENU, then 1, and then 3.
Line Appearance mode — Press MENU, then 1, and then 2.
The Paging Zones screen appears.
2. Highlight Overhead Paging.
3. Press SELECT.
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4. If more than one multi-zone OHP system is available, highlight the Analog Terminal
Adapter (ATA) to which the desired OHP system is connected, and then press
SELECT. For more information, see your system administrator. See also “Synapse
System Overview” on page 9.
5. The multi-zone Overhead Page screen appears. If necessary, enter the desired
overhead Paging Zone number.
6. Wait for feedback from your paging system, then speak into the speakerphone or
pick up the corded handset to speak.
7. When finished, press , hang up the handset, or press SPEAKER. The Idle
screen appears.
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C HAPTER
10
D
ESKSET
S
ETTINGS
You or your system administrator can use the following Deskset menus and features to
customize your Deskset:
“Deskset Menu” on page 87
“Features” on page 88
“User Settings” on page 90
“Setting and Changing Your Password” on page 100
“Admin Settings” on page 104
“Deskset Information” on page 105
“Auto-Attendant Settings” on page 105
“Using Do Not Disturb (DND)” on page 106.
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Deskset Menu
You can use the Deskset menus to set up many Deskset features. Access the Menu by
pressing MENU, and then select options by highlighting an item and pressing SELECT, or
by pressing the dial-pad key with that option number.
To access the Deskset setup menus:
1. Press MENU. The Deskset Menu appears.
Press 1 on the dial pad to display the Features menu. These features are
discussed throughout this User’s Guide. See “Features” on page 88 for
appropriate links.
Press 2 to display the User Settings menu. See “User Settings” on page 90 for
further instructions.
Press 3 to display the Admin Settings menu. See “Admin Settings” on
page 104.
Press 4 to display the Deskset Information screen. See “Deskset Information”
on page 105 for further instructions.
If your system administrator has set your extension as an Auto Attendant
Manager, the menu has an additional item. Press 5 to change the Auto
Attendant settings. See “Auto-Attendant Settings” on page 105 for further
instructions.
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Features Menu 1/4
Features Menu 2/4
Features Menu 3/4 Features Menu 4/4
Features
Use the Features menu to access the Deskset Features. Table 18 lists the Features
available in Call Appearance mode. For Features available in Line Appearance mode, see
Table 19 on page 89.
Figure 31. Deskset Features Menu (Call Appearance Mode)
Table 18. Deskset Menu – Call Appearance Mode Features
Feature See page... Description
1. Call Queue 51 View and answer unanswered calls in the Call
Queue.
2. Park List 51 View and retrieve Parked calls.
3. Page 83 Make an announcement to your organization.
4. Messages 67 Play, delete, or forward messages.
5. Do Not Disturb 106 Turn Do Not Disturb on and off.
6. Call Forward All 36 Turn Call Forward All on and off.
7. Directory 58 View and make calls from the Directory.
8. Call Log 78 View and make calls from the Call Log.
9. Redial 53 View the last 20 numbers dialed and redial a
selected number.
0. Help 22 View help information on the Deskset screen.
Depending on how your system administrator set up your extension, some of
these features may be available by pressing one of the programmable feature
keys on the right side of the Deskset. See “Programmable Feature Keys” on
page 19.
Deskset Settings 88
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Features Menu 1/3 Features Menu 2/3 Features Menu 3/3
Figure 32. Deskset Features Menu (Line Appearance Mode)
Table 19. Deskset Menu – Line Appearance Mode Features
Feature See page... Description
1. Held Calls List 55 View and retrieve calls from any line in the
system.
2. Page 83 Make an announcement to your organization.
3. Messages 67 Play, delete, or forward messages.
4. Do Not Disturb 106 Turn Do Not Disturb on and off.
5. Directory 58 View and make calls from the Directory.
6. Call Log 78 View and make calls from the Call Log.
7. Redial 53 View the last 20 numbers dialed and redial a
selected number.
0. Help 22 View help information on the Deskset screen.
Depending on how your system administrator set up your extension, some of
these features may be available by pressing one of the programmable feature
keys on the right side of the Deskset. See “Programmable Feature Keys” on
page 19.
Deskset Settings 89
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User Settings Menu 1/2 User Settings Menu 2/2
User Settings
Use the User Settings menu to set up options as shown in Figure 33 and described in
Table 20. Figure 33 shows the menu in Call Appearance mode. The menu in Line
Appearance mode is slightly different, as described in Table 20.
Figure 33. User Settings Menu (Call Appearance Mode Shown)
Table 20. SB67020 Deskset Menu – User Settings
Call Appearance mode See page... Line Appearance mode See page...
1. Greetings 91 1. Greetings 91
2. Call Management 94 2. Intercom Auto Answer 95
3. Deskset Settings 97 3. Deskset Settings 97
4. Directory Settings 100 4. Directory Settings 100
5. User Password 100 5. User Password 100
6. Voicemail to Email 104 6. Voicemail to Email 104
Table 21. SB67025 Deskset Menu – User Settings
Call Appearance mode See page... Line Appearance mode See page...
1. Greetings 91 1. Greetings 91
2. Call Management 94 2. Intercom Auto Answer 95
3. Deskset Settings 97 3. Deskset Settings 97
4. Directory Settings 100 4. Directory Settings 100
5. User Password 100 5. User Password 100
6. Cordless Headset 102 6. Cordless Headset 102
7. Voicemail to Email 104 7. Voicemail to Email 104
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Backspc
To display the User Settings menu:
1. Press MENU and then 2 to display the User Settings menu.
2. If you have set a user password, the User Password screen appears before the User
Settings menu appears.
Enter your password and press SELECT.
To correct errors, press .
To cancel your changes on that screen, press CANCEL at any time. The set will
return to the previous screen.
Greetings
Use the Greetings menu, as shown in Figure 34 and described in Table 22, to record
greetings.
Table 22. SB67020/025 Deskset Menu – User Settings
Function See page... Description
1. Voicemail Greeting 91 Record and set your voicemail greetings.
2. Name Recording 93 Record your name.
Voicemail Greetings
You can have three different greetings for your voicemail. You can then activate the one
that is currently appropriate. You can record a Primary Greeting to use most of the
time and an Alternate Greeting for when you are out of the office. The Pre-Set
greeting, “
recorded.
To activate a greeting:
1. Press MENU, then 2, then 1, and then 1 to display the Voicemail Greetings menu.
Figure 34. Greetings Menu
Please leave a message after the tone,” is used when no other greeting is
Deskset Settings 91
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Activate
PlayRec
Play
Delete
Record
Record
Stop
Stop
Play
Delete
Press or to highlight the Primary, Alternate, or Pre-Set greeting to be
played to external callers. When you highlight the Pre-Set greeting, the PlayRec
soft key changes to Play.
You cannot delete or record over the Pre-Set greeting.
2. Press to make the highlighted greeting the greeting played to callers. The
system checks to see if the selected greeting has been recorded.
If the selected greeting has been recorded, [ACTIVE] appears beside the
selected greeting.
If a greeting has not been recorded, Greeting not recorded appears.
To record a Primary or Alternate greeting:
1. Press MENU, then 2, then 1, and then 1 to display the Voicemail Greetings menu.
2. Press
or to highlight the Primary or Alternate greeting. You cannot record
over the Pre-Set greeting.
3. Press . The message review screen appears. The and soft
keys do not appear if a greeting has not already been recorded.
4. If you wish to record the greeting on the handset, lift the handset. You can also
record the greeting on the speakerphone.
5. To record your greeting, press . The message recording screen appears and
the key changes to .
6. Press when you are finished. The greeting is saved and the message review
screen appears. Recording stops automatically if you exceed the 60-second time
limit.
7. Press to review the message or to delete the greeting.
8. Press CANCEL to return to the Voicemail Greetings menu.
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Play
Delete
Record
Record
Stop
Stop
Play
Delete
Name Recording
If callers access the Company Directory when the Auto Attendant is on, they hear this
recording upon entering your name.
To create a useful recording for incoming callers, you should say your name slowly,
clearly, and at a reasonable volume. Your system administrator may also recommend that
you state both your name and extension number. It is important that your recording be
consistent with recordings at other extensions in the system.
To record and play a personal name:
1. Press MENU, then 2, then 1, and then 2 to display the Name Recording menu. The
and soft keys do not appear if your name has not already been
recorded.
2. Press to record a personal name. The key changes to .
You are limited to a 10-second recording; recording stops automatically if
the limit is exceeded.
3. Press when you are finished. The recording is saved and the recording
review screen appears.
4. Press to review the recorded name.
OR
Press to delete the recording. The Recording Deleted screen briefly
appears.
5. Press CANCEL to return to the Greetings menu.
Deskset Settings 93
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Call Management
The Call Management menu applies to Call Appearance mode only. In Line
Appearance mode, you can set your Deskset to automatically answer Intercom
Calls only. See “Automatic Answering” on page 95.
When the Synapse system is in Call Appearance mode, you can use the
menu to set up options for handling calls, as shown in Figure 35 and listed in Table 23.
Figure 35. Call Management Menu
Table 23. Deskset Call Management Menu
Function See page... Description
1. Call Forward 94 Redirect incoming calls.
2. Auto Answer 95 Automatically answer calls after a delay that you
specify.
Call Forward All and Call Forward–No Answer
Call Forward All and Call Forward–No Answer redirect incoming calls. Once your Deskset
forwards a call, you cannot answer the call at your Deskset.
Call Appearance mode only — You can set Call Forward All to redirect calls to
your voicemail or Group Mailbox, an extension, a phone number, Auto Attendant,
or Ring Group. Your Deskset does not ring, but a message screen appears to
confirm that the call was forwarded. Your Deskset does not record the call in its
Call Log. Your company’s caller ID is attached to calls that Call Forward All sends
to external numbers. The default destination is voicemail.
Call Management
To turn Call Forward All on or off, press MENU, then 1, and then 6 when the
Deskset is idle. When activated, FWD appears in the upper right corner of the
display. Call Forward All overrides the Call Forward–No Answer setting set by
your system administrator.
You can set the Call Forward All destination in the User Settings menu or using
the WebUI. See “Basic Settings” on page 109.
Call Forward–No Answer can only be set by the system administrator. This
setting determines the delay of, and the destination for, unanswered calls for
each extension. The default destination is voicemail.
When your system is in Line Appearance mode, your system administrator can
set a Call Forward–No Answer destination for each line on your Deskset, as well
as for Intercom calls. For your Deskset‘s settings, ask your system administrator.
Call Appearance mode only — The Call Forward–No Answer setting does not
apply to Ring Group calls or to incoming calls at extensions that are part of a
Call Queue. See “Answering Calls in the Call Queue” on page 39.
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Save
To set the Call Forward destination:
1. Press MENU, then 2, then 2, and then 1. The Call Forward All menu appears.
2. Press
or to select one of the following targets:
Mailbox. Press to move to to Mailbox: and select your personal mailbox or
a Group Mailbox (if enabled).
Ext. Press to move to to Ext: and enter a valid extension number.
Phone#. Press to move to to Phone #: and enter a valid phone number.
Enter a preceding 9 or whatever digit, if any, that must be dialed for external
calls.
AutoAtt. Press to move to the to AutoAtt: field and select an Auto
Attendant.
RingGrp. Press to move to the to RingGrp: field and select a Ring Group.
If your system has no Ring Groups, this option does not appear.
3. To confirm the change, press . The Call Management menu appears. An
error message appears if:
you entered an invalid extension number
your system administrator has disabled call forwarding/transferring to an outside
line
you entered a restricted number.
Automatic Answering
You can set the Deskset to automatically answer calls after a delay that you specify.
Without touching the Deskset, you can speak to and be heard by people who call you.
For example, employees in warehouses or shops may use this feature for quick
conversations without having to interrupt what they are doing.
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Save
In Line Appearance mode, Auto Answer applies to Intercom (extension to
extension) calls only.
Do Not Disturb
have enabled
Answered. However, Auto Answer takes priority over the Call Forward-No Answer
setting. See
Auto Answer does not apply to Ring Group calls. See “Incoming Call Indication”
on page 34.
and
Call Forward All
Call Forward All
“Call Forward All and Call Forward–No Answer” on page 94
, calls are forwarded before they can be Auto
take priority over Auto Answer. If you
To set Auto Answer:
1. Call Appearance mode — Press MENU, then 2, then 2, and then 2.
Line Appearance mode — Press MENU, then 2, and then 2.
The Auto Answer screen appears. In Line Appearance mode, the Int. Auto Answer
screen appears.
2. Press
3. Press
or to select either Disabled or Enabled.
, then or to set the delay before the Deskset automatically answers
each call.
.
The Auto Answer Delay overrides the Call Forward–No Answer delay. See
“Call Forward All and Call Forward–No Answer” on page 94.
4. Press to confirm the change. The Call Management menu appears. In Line
Appearance mode, the User Settings menu appears.
If your system administrator has enabled Direct Intercom on your Deskset, you cannot
enable Auto Answer. The message ‘‘Auto Answer is currently unavailable‘‘ appears.
When an incoming call is automatically answered, a Call Answered screen appears
and a tone sounds.
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Deskset Settings Menu 1/2 Deskset Settings Menu 2/2
Deskset Settings
Use the Deskset Settings menu to set up the display appearance and sounds of your
Deskset as listed in Table 24.
Figure 36. Deskset Settings Menu
Table 24. Deskset Settings Menu
Function See page... Options
1. Display 97 Contrast (1–9)
Backlight (Lo/Hi/Off)
2. Sounds 98 Ring Volume (0–9)
Ring Delay (0–40 seconds)
(Call Appearance mode only)
Ringtones (1–9)
Key beeps (On/Off)
Display
Call Waiting Tone (On/Off)
3. Volume Settings 99 Speaker Volume (1–9)
Receiver Volume (1–9)
Headset Volume (1–9)
Paging Volume (1–9)
4. Preferred Audio Mode 99 Preferred Mode (Speaker, Headset)
Use the Display menu to adjust your Deskset LCD screen contrast and backlight.
To use the Display menu:
1. Press MENU, then 2, then 3, and then 1.
The Display menu appears.
2. Press
or to adjust the Contrast level from 1 to 9. The default is 5.
3. Press
Deskset Settings 97
to set the Backlight level.
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Save
Save
Press or to select Hi, Lo, or Off. The default is Hi.
4. Press to accept the adjustments and return to the Deskset Settings menu.
Sounds
Use the Sounds menu to set the ring volume, delay the beginning of audible ringing,
pick one of nine ringtones, or turn key beeps and the call waiting tone on and off.
To use the Sounds menu:
1. Press MENU, then 2, then 3, and then 2.
The Sounds menu appears.
2. Press
3. Call Appearance mode — Press
4. Press
5. Press
6. Press
or to adjust the Ring Volume from 0 to 9. The default is 3. A ringer
sample plays. You can also set the ring volume by pressing VOL+ and VOL–.
To turn off the ringer, decrease the volume to zero.
, and then or to set the Ring Delay from 0
to 40 seconds. The default is 0, which also disables the feature. Although the Call
Appearance or Line Appearance LED flashes, the Deskset does not ring for the time
you set.
, and then or to select one of nine Ringtones. The default is 1.
Ringtone samples play when selected.
, and then or to turn Key Beeps On or Off. The default is On.
, and then or to turn Call Waiting Tone On or Off. The default is On.
The call waiting tone alerts you to an incoming call if you are already on a call. This
setting does not control any call waiting alert(s) provided by your telephone service.
7. Press to accept the adjustments and return to the Deskset Settings menu.
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Save
Answer
Save
Volume Settings
Set the Speaker, Receiver, Headset, and Paging volumes using the Volume Settings
menu. You can also adjust each of these volumes while you are on a call by pressing
VOL+ and VOL–.
To use the Volume Settings menu:
1. Press MENU, then 2, then 3, and then 3.
The Volume Settings menu appears.
2. Press
3. Press
4. Press
5. Press
6. Press to accept the adjustments and return to the Deskset Settings menu.
or to set the Speaker Volume from 1 to 9. The default is 4.
, and then or to set the Receiver Volume from 1 to 9. The default is 3.
, and then or to set the Headset Volume from 1 to 9. The default is 4.
, and then or to set the Paging Volume from 1 to 9. The default is 4.
Preferred Audio Mode
When you press a Call Appearance key or , the call is answered in the preferred
audio mode. Lifting the handset takes first priority in all instances. You can set the audio
preferences to Headset or Speaker by using the Preferred Audio menu.
To use the Preferred Audio Mode menu:
1. Press MENU, then 2, then 3, and then 4.
The Preferred Audio menu appears.
2. Press
3. Press to accept the adjustments and return to the Deskset Settings menu.
Deskset Settings 99
or to select the preferred audio mode: Speaker or Headset.
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Directory Settings
Use the Directory Settings menu to show or hide any of the three directories
(Personal, System, and Ext List) and to set the sort order of the Directory. The default
setting is all shown and sorted by first name.
To use the Directory Settings menu:
1. Press MENU, then 2, and then 4.
The Directory Settings menu appears.
2. Press
3. Press
4. Press
5. Press
or to Hide or Show the Personal Directory. This Directory holds your
personal Directory entries. See “Directory” on page 57.
and then press or to Hide or Show the System Directory. This
Directory holds public entries created and maintained by the system administrator.
and then press or to Hide or Show the Ext List Directory. This is a
list of all extensions in the system.
and then press or to choose the Directory Sort Order; by first or last
name.
Setting and Changing Your Password
Use the User Password menu to set, change, or reset your password. This setting can
also be controlled on the WebUI.
Once the password has been reset, password entry is no longer necessary for User
Settings, voicemail, and the WebUI.
To use the Password menu:
1. Press MENU, then 2, and then 5.
The User Password menu appears.
2. Press 1 to set or change the password. Follow the steps in “Changing Your
Password” on page 101.
3. Press 2 to reset your password. A confirmation screen appears.
Deskset Settings 100
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