Samsung telephone system operating instructions

Applies to

This article applies to the following products.

Please note that not every feature described in these instructions is available on every telephone system. If you find that a feature you wish to use is not available on your telephone system, please contact us for advice.

Call us on 0115 938 9685 or use our contact form.

Definitions used in these instructions

Handset
The part of the telephone you hold against your ear and speak into.
Line button
A button associated with an outside telephone line. Line buttons light up green for lines you are using and red for lines other people are using. Do not confuse with call buttons.
Call button
Call buttons behave in a similar manner to line buttons (see above) but for internal calls rather than external calls, and serve as a means to retrieve internal calls that are placed on hold. If you don't have a line button for a particular line (or perhaps no line buttons at all), a call button will be used for that line instead. Do not confuse with line buttons.
DSS (Direct Station Selection) button
A button on the telephone associated with an extension connected to your telephone system.
Soft buttons
Soft buttons are the 3 or 4 (depending on model) buttons immediately below the telephone's display. The function of each button is shown on the display immediately above the button.

Making and receiving calls

Using speakerphone

Most Samsung telephones incorporate a hands-free speakerphone, which allows the telephone to be used without lifting the handset. Where these instructions refer to lifting the handset, it is also possible to use speakerphone by pressing Speaker instead of lifting the handset.

  • To switch from the handset to speakerphone, press Speaker then replace the handset.
  • To switch from speakerphone to the handset, lift the handset.

Hot keypad

Most Samsung telephones incorporate a 'hot keypad'. This means that it is possible to start dialling without first lifting the handset or pressing Speaker. Speakerphone will be activated automatically. If you prefer to use the handset instead, you can either lift the handset immediately after finishing dialling, or after the person you are calling has answered the call.

Making an internal call

  1. Lift the handset.
  2. Either dial the extension number of the person you wish to call, or press the DSS button for the extension.

Making an external call

  1. Lift the handset.
  2. Either dial 9 for an outside telephone line, or select a line directly using a line button.
  3. Dial the telephone number of the person you wish to call.

Answering a call

  • To answer a call ringing at your extension, lift the handset.
  • To answer a call ringing at another extension in the same pickup group, lift the handset and dial 28.
  • To answer a call ringing at an extension in a different pickup group, lift the handset and dial 66 followed by the 2-digit pickup group number.
  • To answer a call ringing at a specific extension, lift the handset and dial 65 followed by the number of the extension that is ringing.

Putting a call on hold

  1. First note which call or line button the call is on (the button will be solid green).
  2. Press Hold to put the call on hold. The call or line button will now be flashing green. The caller will hear service tone (beep beep) or your company's on-hold music and/or message.
  3. You can now do any of the following.

    • Make a separate call to another party; for example, to make an enquiry about something the caller has asked about. You can return to the call on hold by pressing the flashing green line or call button.
    • Replace the handset and pick the call up at another extension by pressing the same line button. This can be useful if you want to speak to the caller at another extension, perhaps in a different room. The line button on the other extension will be red and flashing. Please note that this is only possible if you have line buttons in addition to call buttons; it is not possible if you only have call buttons.
    • Replace the handset and ask a nearby colleague to pick up the call. Tell them which line the call is on. The line button on their extension will be red and flashing. Please note that this is only possible if you have line buttons in addition to call buttons; it is not possible if you only have call buttons.
    • Replace the handset without ending the call. This can be useful if you want to discuss the call with a colleague without the caller hearing the conversation, or to check something in the customer's file.

Why you must replace the handset after putting a call on hold

It is very important that the handset is replaced immediately after pressing Hold unless you are making another call.

If you do not replace the handset, the message 'please try again' will be displayed after 10 seconds as the phone is waiting for you to dial. After a further 60 seconds, the phone will return to idle and behave as though replaced the handset has been replaced even though it has not.

It seems that some people do not replace the handset in order to prevent held calls being recalled to their extension. Recall is a feature where an extension that has placed a call on hold starts to ring after a few minutes in case the call is forgotten. Unfortunately, leaving the handset off hook does not prevent a call from being recalled and the phone will still ring.

In addition to this, when you come to use the phone again, pressing any key or button on the phone will immediately activate speakerphone even though the handset is off hook because the phone is behaving as though the handset is on hook.

If you do not want calls to be recalled to your extension, or want to increase the time before calls are recalled, please contact us as we can do this for you.

Transferring a call

  1. First note which call or line button the call is on (the button will be solid green).
  2. Press Transfer. The call or line button will now be flashing green. The caller will hear service tone (beep beep) or your company's on-hold music and/or message.
  3. Either dial the extension number of the party you wish to transfer the call to, or press the DSS button for the extension.

    • If the other extension does not answer, press the flashing green line or call button. You will be connected to the caller again.
    • If the other extension answers, announce the call, then replace the handset to transfer the call to them. If they do not wish to take the call, press the flashing green line or call button. You will be connected to the caller again.

Transferring calls to an external number

On some systems, it is also possible to transfer to an external number. Follow the instructions above but instead of dialling an extension number, dial 9 followed by the external telephone number.

Conference calls

You can make a conference call to two or more other parties and each party can talk to and hear the others. Depending on how your system is configured, it might be possible to include one or more external parties in the conference call, as well as parties using extensions on the telephone system. An idle (not in use) line is required for each external party you wish you include.

To make a conference call

  1. Make a call to one of the parties you wish to include in the call. Tell them to wait while you call the other party or parties you want to include.
  2. Press Conference.
  3. Repeat steps 1 & 2 until you have called all the parties you wish to include.
  4. Press Conference again. All parties will be able to speak to each other.

To end a conference call

  • To end a conference call, replace the handset and other parties will be disconnected.
  • To remove someone from the conference while remaining connected to the other parties, press Conference once followed by the line or call button associated with the party you wish to remove from the conference.

Forwarding calls

You can forward incoming calls to your extension to another extension, to a group or, if your system is suitably configured, to an external telephone number.


Function Dial
Cancel call forwarding 600
Forward immediately (does not ring your extension) 601 <telephone number>
Forward calls when your extension is busy 602 <telephone number>
Forward calls when not answered 603 <telephone number>
Forward calls when not answered or when your extension is busy First set the destination for both busy and no answer as above, then dial 604
Forward calls when do not disturb is set on your extension 605 <telephone number>
Follow me – retrieve your calls at another extension (see below) 606 <your extension number>

<telephone number> can be any of the following:

  • an extension number
  • a group number (5xx)
  • 9 (for an outside line) followed by an external number (see below)

Follow me

You can retrieve calls to your extension at a different extension. For example, if your extension number is 210 and you are sitting at extension 220, dial 606 210 at extension 220. Calls to extension 210 will then ring at extension 220.

To cancel, dial 600 from your own extension (210 in the above example).

Forwarding calls to an external number

There are two ways to forward calls to an external number. Each behaves in a slightly different way when a call to your extension comes from an external number.

Trunk to trunk forwarding
A call comes into your extension from an outside line, then a second call is made to the number to which your calls are forwarded. The telephone system joins the incoming call to the outgoing call. As a result, calls forwarded this way take up two lines. Also, the number displayed on the telephone to which the call is forwarded will be your office number, not the number from which the call originated. To use trunk to trunk forwarding, enter the full telephone number to which you wish to forward the call.
Call deflection

A call comes in and the telephone system tells the telephone exchange to defect the call to another number. While this requires that at least 2 lines are idle (not in use) in order to set up the deflected call, once the call has been deflected, the deflected call does not use any of your telephone lines for the remainder of the call. It also has the advantage that the number displayed on the telephone to which the call has been deflected is the number of the original caller rather than your office number.

To use call deflection, enter the full telephone number without the initial 0. This requires customer-controlled call forwarding (not call deflection, as you might expect) to be enabled on your telephone lines.

Changing extension names

At the extension whose name you want to change:

  1. Leave the handset down.
  2. Press Transfer.
  3. Enter 104.
  4. The following will be shown on the display.

    [201]STN NAME
    Name

    201 is the extension number. 'Name' is the current extension name. The cursor should be under the first character of the name.

  5. Enter the new name using the keypad; for example, for the letter 'C', press 2 3 times.

    • Press Hold to clear the name.
    • Press Volume up/Volume down to move the cursor.
    • There is no timeout between letters. If the next letter is on the same key, you will need to press Volume up to move the cursor before entering the next letter. If the next letter is on a different key, you can just press the next key as normal.
    • Press 1 for a space.
  6. Press the right soft button to save. You will hear 2 beeps.
  7. Press Transfer to exit.

Voice mail

Introduction

Voice mail on Samsung telephone systems allows callers to leave messages when their call is not answered. Voice mail is an optional feature so if it is not installed on your Samsung telephone system, it can usually be added on. Voice mail is typically used in the following ways. Voice mail could be set up with any or all of the following types of mailbox. If you are not sure, please contact us for advice.

Personal
A mailbox that is just for taking messages for calls to you only (for example, calls to your DDI number, or calls that have been answered and transferred to your extension).
Group
A mailbox that is for taking messages for calls to a group or department (for example, one mailbox for accounts shared with all the accounts staff).
Company day
A mailbox that is for taking messages to the company's general number when not answered during the day.
Company night
A mailbox that is for taking message to the company's general number at night.

These are the usual mailboxes typically found at most businesses using voice mail.

Personal mailbox

A personal mailbox will take messages for calls to your telephone, but not for calls to any groups your telephone belongs to. There is a message light on your telephone, which will light if you have new messages. To access your personal mailbox, press Scroll twice, then press the VM soft button. You will be prompted for your passcode.

Group and company mailboxes

A group or company mailbox will typically take messages for either a department group or the company. Sometimes there will be two company mailboxes – one for working hours and one for out of hours. The usual reason for having separate mailboxes is to allow for different greeting messages during office hours and out of hours. If you have access to a group or company mailbox from your telephone, there will be a button for that mailbox. It is possible for more than one telephone to have access to the same mailbox, and for more than one mailbox to be accessible from one telephone. If there are new messages, the button will flash. To access the mailbox, press the associated button. You will be prompted for the passcode for that mailbox.

Once you have entered the mailbox passcode

New messages

The system will announce new messages and play them. For each message, there are voice prompts with options to play, save or delete the message.

If there are no new messages

The voice mail system will announce a number of options. For a full list of options, press 0. Follow the voice prompts for the options you want.

To record or change your greeting message

Samsung voice mail has a standard greeting message played to callers. However, you might like to record a personal greeting message for callers.

  1. From the main menu, press 5 then 7.

    • If you have not yet recorded a greeting message, recording will begin after the tone.
    • If you have recorded a greeting message, it will be played back to you. To re-record your greeting message, press 3 (discard and re-record). It is not advisable to use option 2 (continue recording) as this preserves your existing greeting message and appends a new recording to it. Recording will begin after the tone.
  2. Speak into the handset (it is not advisable to use speakerphone for this as there will be a reduction in sound quality). To stop recording, press 2.
  3. When you are satisfied with the recording, press #. Note: this last step is important and sometimes missed. If you do not press #, your new greeting message will not be saved and you will need to re-record it.

Voice mail security and passcodes

You have probably seen news reports of celebrities having their mailbox accessed by journalists. You might not be someone who attracts media attention but there are other reasons that someone with nefarious intent might want to access your mailbox. The most likely reason for an unauthorised person to access a company voice mail system is to commit toll fraud, which is commonly done through unprotected mailboxes.

It is very important to set a passcode that is difficult for anyone else to guess. While we cannot give a comprehensive list of passcodes not to use, the following is a list of passcodes that we see often that for some reason people think cannot be guessed.

  • 1111
  • 1234
  • 4321
  • 0000
  • 9999
  • 1966
  • 1066
  • Your date of birth or any part thereof

1966 and 1066 are particularly interesting as they both relate to famous events. The dates of well-known events make easy to remember but easy to guess passcodes; if you know the famous date, so do a lot of other people.

Your date or year of birth is also a poor choice as others are likely to know it.

We strongly recommend that you use a passcode that means something to you but not to anyone else.