1. Introduction
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Welcome!
This manual helps you to optimise the usage of the IP telephone in combination with the PBX. Please use this manual at initial operation. Some features differ from the features described in the manufacturer's documentation.
The following pages describe the snom 821 system telephone.
We hope you enjoy using the telephones!
Subject to alterations
Version 2 / 09.2023 (en)
| Type | Icon/Character | Description |
| NOTE
CAUTION
WARNING |  | NOTE: Information that is useful but not critical to the reader.
CAUTION: Tells the reader to proceed with caution.
WARNING: Stronger than CAUTION; means "don't do this" or that this step could be irreversible, e.g., result in permanent data loss. |
| TIP |
| Useful tips that provide additional information. |
| Procedure | 1. 2. 3. | Procedures are numbered steps to perform an action, where the order of the steps is relevant. |
| Result of procedure/action | ⇒ | Indicates the result of an action//procedure. |
| Lists | • • | Used for listings and items where the order of steps is irrelevant. |
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You merely require a sound broadband connection to use this Snom IP telephone with your NFON telephone system.
All telephones you receive are preconfigured and connected to the telephone system.
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You have the option of voice encrypting (SRTP) your telephone calls. You can activate this function for your customer account via the Administration portal at any time.
1. Activate the function in the Administration portal.
2. Restart all telephones.
Keep in mind that restarting may take a few minutes. During a conversation, a lock icon on the telephone display indicates that the encryption is activated.
⇒ The active call is now encrypted.
The basic function of Hot desking allows cancelling the registration of existing users and registering new users to your Snom end device.This is useful when employees frequently change their workstation but do not take along their end devices. After completing the registration process, your configuration is automatically transferred to a new telephone.
1st step: Cancelling the registration of the current extension
1. Click on Menu.
2. Click on Telephone settings.
3. Click on Cancel registration of an extension.
4. Click on Confirm.
⇒ The registration of the extension is cancelled and the telephone is restarted. This may take some time.
2nd step: Registering a new extension
1. Click on Menu.
2. Click on Enter extension number.
3. Click on Confirm.
4. Enter your voicemail PIN.
5. Click on Confirm.
⇒ The new extension is registered now. This may take some time.
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| A | Freely programmable function keys with LEDs | 13 | DnD key (do not disturb) |
| B | Menu and function keys | 14 | Phone book key |
| 1 | Display | 15 | Menu key |
| 2 | LED call indicator | 16 | Transfer key |
| 3 | Line keys 1—4 (if not programmed as BFL) | 17 | Hold key |
| 4 | View call lists | 18 | Mute key with LED |
| 5 | Virtual keys (function keys) | 19 | Volume key |
| 6 | not assigned | 20 | Speaker key with LED |
| 7 | not assigned | 21 | Headset key with LED |
| 8 | Confirm key | 22 | Microphone for speaker function |
| 9 | Navigation key | 23 | Speaker |
| 10 | End key | 24 | Receiver speaker |
| 11 | Voicemail key with LED | 25 | Receiver microphone |
| 12 | Alphanumeric keypad |
 | Use the toggle key to browse through the display (on the home screen: Down: Call lists; Up: Settings) |  | Access voicemail |
 | Confirms an action, selection or entry |  | Do not Disturb mode on / off. Extension works as in Delayed call forwarding. |
 | Cancels an action, selection or entry |  | Phone book (setup via the administration portal) |
 | Mutes the microphone during a call |  | Menu |
 | Adjusts the receiver volume or the ring tone volume |  | Transfer call |
 | Hands-free mode (answering possible) |  | Hold call |
 | Headset mode |
LED indicators
Call LED:
- Rapidly flashes red with an incoming call
- Continuous, bright red while dialling, during a call and when a call is placed on hold
- Continuous, somewhat less intensive red indicates a missed call
Function key LEDs:
These keys are equal to the first four virtual function keys. The standard setting is Line. I.e., if the first four freely programmable function keys are not programmed, the function keys with LEDs can be used as line keys. To find out how these keys are programmed for your extension, refer to the configuration of the Administration portal of your telephone.
- Rapidly flashing green when the respective line has an incoming call
- Continuous green when the line is in use
- Slowly flashing green when the line has a call on hold
Voicemail LED:
A continuous red light indicates a new message has been saved in voicemail
- To call an internal phone number, simply dial an extension number.
- To call an external phone number, dial 0 first, then an external phone number.
Receiver
1. Pick up the receiver.
2. Enter a phone number.
3. Press the green tick.
or
1. Enter a phone number.
2. Pick up the receiver.
Headset
1. Enter a phone number.
2. Press the green tick.
Speaker/microphone
1. Press the speaker key to activate the speaker or the microphone respectively.
2. Enter a phone number.
3. Press the green tick.
Dialling a number from call lists
1. Click on Lists.
2. Select the desired list.
3. Press the green tick to open the desired list.
4. Select the desired phone number.
5. Confirm with the green tick.
Calling from the phone book
1. Press the phone book key.
2. Enter the initial letter of the name or additional letters, if necessary. You can also use the arrow keys.
3. Press the green tick to select the respective phone number.
There are various options for answering an incoming call:
- With the receiver:
- Pick up the receiver.
- With the headset:
- Press the green tick.
- With the speaker/microphone:
1. Press the speaker key to activate the speaker/microphone.
2. Answer the call.
- With the receiver:
Pick up the receiver. - With the headset:
Press the green tick. - With the speaker/microphone:
1. Press the speaker key to activate the speaker/microphone.
2. Answer the call.
- Press the Hold key to place the active call on hold:
- Calls on hold are indicated in three ways:
- By the display text
- The slowly flashing green/red line LED (i.e., when the first four freely programmable function keys are not programmed)
- With the continuous red call LED
- Calls on hold can now be transferred or other calls can be made or put on hold.
Press the Hold key or the respective Line key to return to the call on hold. If the party on hold hangs up while on hold, the connection is terminated.
If a call comes in while you are in a call, the display shows an icon with a ringing receiver and you will hear a double call waiting tone (double beep).
Options
- You can answer an incoming call, which automatically places the active call on hold
- Ignore an incoming call with the red X. The caller hears a busy tone.
- You can also transfer an incoming call without announcing it.
If another call comes in during an active call, you can ignore it by pressing and holding the X key for several seconds. To end the active call first, briefly press the X key. You can answer the incoming call now.
There are two options for transferring a call:
Attended call transfer
1. Press the Hold key:
2. Dial the telephone number of the other extension
3. Confirm with the green tick.
⇒ When the call is answered, announce that the call is being transferred.
Press the Transfer key:
Unattended call transfer
1. Press the Transfer key:
2. Dial the telephone number to which you are transferring the call.
3. Confirm with the green tick.
In order to start a three way conference, proceed as follows:
In order to start a three way conference, proceed as follows:
Start:
1. Place the two other parties on hold.
2. Press the Conf.on button to initiate a 3-way call.
Hold:
Press the Hold button
End:
Press the Conf.on button.
⇒ Both parties are placed on hold. You decide whether you wish to continue speaking with a single party or to hang up.
Proceed as follows to retrieve the messages on your voicemail:
Proceed as follows to retrieve your voicemail messages:
1. Press the Voicemail key:/
It lights up when you have received a new message.
2. Enter your voicemail PIN.
3. Press 1 to listen to messages.
4. After listening to the message, press:
- 7 to delete the message
- 5 to replay the message
- 6 to go to the next message
5. To end, hang up or press the red X.
You can configure various call forwarding scenarios. For this purpose, you can use the call forwarding profiles.
You can activate or deactivate call forwardings via the telephone menu call settings.
Under the phone menu, you can only edit the default profle (catch all/always) to be found under the call forwarding profiles. You can edit the remaining call forwarding profiles in the Ncontrol or Administration portal. For more information, refer to the Administration portal and the Ncontrol documentation.
You can select between the following call forwarding options:
Permanent call forwarding (always)
All incoming calls will be forwarded directly to the predefined telephone number.
Forward if busy (busy)
New calls will be forwarded immediately, when coming in during an active call. This call forwarding option functions only, if the Call Waiting function is deactivated.
Delayed call forwarding (no answer)
Call forwarding condition: You do not answer the incoming call within a defined time period (timeout).
The timeout can be set to 5, 10, 15 or 20 seconds.
Where should the incoming call be forwarded after the specified time has elapsed?
The caller receives a call waiting signal and is then forwarded to the defined destination.
If unavailable (not registered)
This option functions only if the end device is not registered to the telephone system:
- If the Internet connection fails or there is no LAN connection.
or
- If Call forwarding …if unavailable is programmed for a direct extension (e.g. extension 123 - John Doe) and a caller calls the direct dial number for the extension, call forwarding applies. If the extension is a member of a queue or a group and the queue or group receives a call, call forwarding for the individual extension no longer applies. In general, the destination should always be an available destination number. I.e., make sure that no voicemail or announcement comes on.
The display on your phone indicates whether or not Call forwarding is active.
Call forwardings can alternatively be activated with * codes:
*10
Activate the call forwarding profile
*11 + destination
Permanent call forwarding to phone number
**11
Cancel permanent call forwarding
*12 + destination
If no answer after a specific time, delayed call forwarding to a phone number
**12
Cancel delayed call forwarding
*13 + destination
If busy, forward to a phone number
**13
Cancel call forwarding if busy
*14 + destination
Call forwarding if unavailable
**14
Cancel call forwarding if unavailable
When disconnecting the connection between the end device and the phone system, it can take up to 60 seconds for the call forwarding to work. Once the end device is reconnected to the phone system, it can take up to 60 seconds for it to register.
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Basic settings for the snom telephone can also be configured using the menu key:
After pressing the menu key, you can choose from the following functions:
Basic settings for the snom telephone can also be configured using the menu key:
After pressing the menu key, you can choose from the following functions:
Call settings
- Call waiting indication: define whether this function should be activated.
- imeout: set the ringing time (optional, depending on settings on the administration portal)
- ntercom: the intercom function enables speaking directly to a linked extension through the system, without dial tone and ring tone (optional, depending on settings on the administration portal)
- Caller ID block: set your entire number to be shown to the party being called, the switchboard number to be displayed or all caller ID information to be blocked
- Call forwarding: activate Call forwarding
- Parallel call: configure another phone or your mobile phone to ring in addition to your phone when a call comes in. You can then answer the call with one of the two phones.
Call forwarding: profiles
Here you can select your preconfigured call forwarding profiles. For details, please refer to the Ncontrol manual. You can edit the default profile directly via your device.
Telephone settings
- Automatic redialling
- Suggests number (if necessary, remove function)
- Ring tone
- Define as primary device
- Logoff
Queues
Queues can be enabled or disabled (for the set-up, see the Administration portal documentation).
Assignment of the function keys:
Assignment of the function keys:
- You can assign the function keys via the Administration portal.
- You can access the function keys (virtual keys) of the snom 821 by pressing the button:
on the start screen or by pressing the red X.
Standard settings (i.e. no programming): Local Loop
Incoming calls are indicated respectively by the first LED (set to local loop) flashing.
- When the call is answered, the LED stays lit.
- If a second call comes in during this call, the second LED flashes.
- By pressing the key next to the flashing LED, the first call is automatically placed on hold and the second call is answered.
- You can now toggle between the calls by pressing the key next to the flashing or steady lit LED. In this manner, you can make a total of five calls at the same time.
Extension/phone number
You can add any extension or phone number to the busy lamp field.
You can start a call by pressing the respective busy lamp key. If an internal extension is programmed, you can see whether that extension is currently busy:
- If the LED next to the key flashes, the party receives a call.
- If the LED is consistently lit, the party has answered a call and is currently busy.
- If the LED next to the respective key flashes, you can take the call by pressing the respective key next to the flashing LED.
Intercom
You can add any extension in the PBX system and then use this function key to directly communicate with this extension through the intercom. The other party must have the intercom activated on their device. Intercom refers to a conventional intercom system (similar to walkie-talkies) directly connecting you to the other party’s speaker by pressing the assigned function key.
Additional functions via * codes
Entering various codes (as listed below) allows you to additionally program functions, such as call transfer to the keys.To do so, simply enter the code with the desired number in the entry field.
Control codes allow direct access to the telephone system’s functions. The following codes apply:
| Code | Description |
| **## | Restart devices, only for snom devices |
| #+n | Use outside line "n" to call the telephone number ("n" replaces the “0” otherwise required to access an outside line) |
| *1 | Start and end voice recording (if this function is enabled for the extension) |
| *10+profile number | Activate the call forwarding profile |
| *11+TN | Permanent call forwarding to a phone number (TN) |
| **11 | Cancel permanent call forwarding |
| *12+TN | If not available, forward to a phone number (TN) |
| **12 | Cancel call forwarding if no answer |
| *13+TN | If busy, forward call to a phone number (TN) |
| **13 | Cancel call forwarding if busy |
| *14+TN | If not registered, forward to a phone number (TN) |
| **14 | Cancel forwarding if unregistered |
| *2+Speed dial | Directly dial the extension/phone number via speed dial |
| *3 | Pick up the last call ringing in the pick-up group |
| *3+EXT | Pick up a call coming in to the extension (EXT) |
| *490 | Activate call waiting |
| **490 | Deactivate call waiting |
| *5 | If busy, automatic callback activated |
| **5 | If busy, automatic callback deactivated |
| *55 | Specify primary device within a premium extension (Premium Package) |
| *72+nnnn1 | Call skill service nnnn |
| *73+nnnn1 | Call eFax (additional costs will occur) |
| *74+nnnn1 | Call time control nnnn |
| *75+nnnn1 | Call group nnnn |
| *76+nnnn1 | Call announcement nnnn |
| *77+nnnn1 | Call queue nnnn |
| *78+nnnn1 | Call conference service nnnn |
| *791 | *791 Access voicemail for this extension with password *791158 Accessvoice mail for extension 158, with the password for 158 *11*791 Transfer your calls to your voicemail *11*791158 Transfer your calls to the voicemail of the extension 158 |
| *792 | Access voicemail entering extension number, e.g. for remote enquiry |
| *80 | Activate intercom |
| **80 | Deactivate intercom |
| *80+NST | Intercom to extension (EXT) |
| *84+nnnn1 | Become member of the queue with service ID nnnn |
| **84+nnnn1 | Leave queue with service ID nnnn |
| *85 | Echo extension |
| *86 | Block caller ID (CLIR) |
| *860 | Show main number as telephone number |
| **86 | Show telephone number incl.direct dial (CLIP) |
| *87 | Subscribe to a Skill set |
| **87 | Unsubscribe from a Skill set |
| *9+Project Number | Define a project number for outbound calls. (Note: The project number is only valid for the very next outbound call) |
| Function codes for conference rooms during an active conference | |
| ** | Help |
| *2 | Activate or deactivate mute |
| *3 | Express your needs |
| *5 | Activate or deactivate mute of all participants |
| *6 | Lock conference |
| 1) nnnn is the four digit Service ID with leading zeros (0). For example, in a callgroup, IVR, eFax, etc. this means: is the Service ID "1", "0001" must be entered when entering the function code. |
You have the option to protect your phone from improper use by locking its keypad.
With the keypad locked, it is not possible to make any outgoing calls. However, the keypad lock can be deactivated at any time.
How to lock your snom phone:
Press and hold the 
key for several seconds.
⇒ The lock icon on the display of your snom phone indicates that the telephone is locked.
How to deactivate the keypad lock:
Press and hold the key for several seconds.
⇒ By default the keypad lock requires a voicemail PIN.
Where do you enter your voicemail PIN?
1. Go to the web interface of your end device.
2. Enter your personal voicemail PIN under:
Settings 
Preferences Keypad Lock
⇒ You can also change or deactivate your voicemail PIN.
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When accessing the voice menu of your voicemail system for the first time, you should set up your personal voicemail.
1. Press the Voicemail key on the Snom phone to access the voicemail system voice menu.
2. Dial 0 Mailbox Options to set up your voice mailbox.
3. Dial 1 to record an announcement.
4. Record your message.
5. Press # to end the recording.
- Press 1 to accept the recording.
- Press 2 to replay the recording.
- Press 3 to rerecord.
The administration portal allows you to set up custom voicemail announcements for each extension. However, they must be in .mp3 or .wav format.
There are two ways to access your voicemail:
- By selecting the Voicemail key
on the device
or
- by dialling the extension, assigned on the service site for accessing voicemail.
In the Administration portal, you can also set voicemail messages to be sent to you by email.
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You will need the phone IP address to configure a CTI client, for example.
How to find the phone IP address:
1. Press the Navigation button downwards to access Settings.
2. Select Maintenance by using the navigation keys.
3. Select System information.
⇒ The phone IP and MAC address are displayed.
Where can you get help?
The information you found in the manual for this product does not answer your question?
We will be happy to help you. If you have technical problems, please open a ticket at service.deutsche-telefon.de - this is the quickest and most efficient way for us to help you.
If you need help immediately, please call us after creating the ticket and give us the ticket number. The technical service can be reached free of charge at the hotline number 0800 5802008.
If you have general questions about our products, e.g. about availability, test positions or similar, please use the contact options given at https://www.deutsche-telefon.de/kontakt.html.