How to Make, Answer, Transfer, and Hold Calls in TSN Phone

Category: TSN Phone
Applies to: Windows 10/11, macOS, iPhone, iPad, Android, and Web Browsers
Difficulty: Beginner
Estimated Time: 5–10 minutes

Overview

TSN Phone allows you to make and receive business calls using your assigned extension. Depending on your organization’s configuration, you can place calls through the desktop application, mobile application, web application, or a compatible desk phone. In addition to basic calling, TSN Phone includes features that help you manage conversations, such as putting callers on hold, muting your microphone, and transferring calls to coworkers or departments. This guide explains how to use these everyday calling features.

Before You Begin:

  • Make sure you are signed into your TSN Phone account.
  • Confirm that your device is connected to the internet.
  • Verify that your extension is active.
  • Have a working microphone and speakers or headset.
  • Know the extension number or telephone number you want to call.
  • If using a mobile device, make sure the application has microphone and notification permissions.

Important: Available features and button locations may vary depending on the TSN Phone application version and your organization’s configuration.

Understanding TSN Phone Calling Features

Before getting started, it is helpful to understand the main call management options.
Make a Call: Place an outgoing call to a coworker’s extension or an external telephone number.
Answer a Call: Accept an incoming call using your computer, mobile device, or desk phone.
Hold: Temporarily pause a conversation. The caller may hear your organization’s configured hold music or another hold indication.
Mute: Temporarily disable your microphone so the other person cannot hear you.
Blind Transfer: Transfer a caller to another extension or permitted telephone number without speaking to the recipient first.
Attended Transfer (Supervised Transfer): Speak to the intended recipient before completing the transfer.
End Call: Disconnect the current call.

Note: Transferring calls to external telephone numbers may be restricted by your organization’s phone system settings.

Windows or Mac — Make an Outgoing Call

Step 1: Open TSN Phone

  1. Open the TSN Phone desktop application.
  2. Sign in using your assigned account.
  3. Confirm that your application is connected.
  4. Locate the Phone, Softphone, or Dialer section.

Step 2: Enter a Telephone Number

  1. Open the keypad or dialer.
  2. Enter the telephone number or extension you want to call.
  3. Review the number for accuracy.
  4. Click the Call button, usually represented by a phone icon.

Examples:

  • Internal extension: Enter the coworker’s assigned extension number.
  • External telephone number: Enter the complete telephone number using your organization’s approved dialing format.

Note: Your organization may support local dialing or other dialing shortcuts. If you are unsure of the required dialing format, contact True Synergy Networks.

Step 3: Complete the Call

  1. Wait for the other person to answer.
  2. Confirm that you can hear them.
  3. Speak through your microphone or headset.
  4. Use the available call controls as needed.
  5. Click End Call when finished.

Windows or Mac — Answer an Incoming Call

Step 1: Wait for the Incoming Call

When someone calls your extension, TSN Phone should display an incoming call notification.

Depending on your configuration, the notification may show:

  • The caller’s phone number.
  • The caller’s name, if available.
  • The department or call group receiving the call.
  • Options to answer or decline the call.

Step 2: Answer the Call

  1. Locate the incoming call notification.
  2. Click Answer, usually represented by a green phone icon.
  3. Wait for the call to connect.
  4. Begin speaking.

Note: If you use a compatible headset, you may also be able to answer calls using your headset’s call control button. Headset integration depends on the device and application configuration.

Step 3: End the Call

  1. Finish your conversation.
  2. Click End Call or the red phone icon.
  3. Confirm that the call has disconnected.

Important: If you are using a headset, make sure the call has actually ended before discussing confidential information nearby.

How to Put a Caller on Hold

Putting someone on hold temporarily pauses the conversation without disconnecting the call.

Windows or Mac

  1. While connected to a call, locate the call controls.
  2. Click Hold.
  3. Confirm that the call indicates it is on hold.
  4. The caller may hear your organization’s hold music.
  5. When you are ready to continue, click Resume, Unhold, or Hold again, depending on the application version.

Important: Placing someone on hold is not the same as muting your microphone.

When a caller is on hold, the call is paused until you resume it or complete another supported call action.

Note: The exact hold music is configured by True Synergy Networks and may vary by organization.

How to Mute Your Microphone

Muting allows you to prevent the other person from hearing you while remaining connected to the call.

Windows or Mac

  1. While connected to a call, locate the Mute button.
  2. Click Mute.
  3. Confirm that the microphone icon indicates your audio is muted.
  4. Click Unmute or the microphone icon again when you are ready to speak.

Important: Muting your microphone does not prevent you from hearing the caller.

Tip: Use Mute when you need to briefly speak to someone nearby without placing the customer on hold. For longer interruptions, consider placing the caller on hold instead.

Understanding Blind and Attended Transfers

TSN Phone supports two common transfer methods.

Blind Transfer

A blind transfer sends the caller directly to another extension or permitted telephone number without first speaking to the recipient.

Example: A customer calls requesting the Billing Department. You transfer the call directly to Billing without first speaking to a billing representative.

Best Used When:

  • You know the correct extension.
  • The caller requests a specific department.
  • You do not need to explain the situation before transferring.

Attended Transfer

An attended transfer, also called a supervised transfer, allows you to speak to the receiving person before connecting the original caller.

Example:

A customer calls asking for a particular employee. You place the customer on hold, call the employee, explain who is calling, and then complete the transfer.

Best Used When:

  • You want to confirm the recipient is available.
  • The caller has a complicated request.
  • You need to provide context to the receiving employee.
  • You want to introduce the caller before transferring.

Recommendation: Use attended transfers when handling customer concerns that require explanation. This helps prevent customers from having to repeat information.

Windows or Mac — Perform a Blind Transfer

Step 1: Answer the Call

  1. Answer the incoming call.
  2. Speak with the caller.
  3. Determine which extension or department should receive the call.

Step 2: Open Transfer Options

  1. While connected to the caller, locate Transfer in the call controls.
  2. Click Transfer.
  3. Enter the destination extension or permitted telephone number.
  4. Select Blind Transfer or Blind, depending on your application version.

Step 3: Complete the Transfer

  1. Review the destination.
  2. Confirm the blind transfer.
  3. Wait for TSN Phone to process the action.
  4. Confirm that the original call is no longer active on your device.

Important: A blind transfer does not guarantee that the receiving employee will answer. Depending on the destination’s configuration, the caller may hear ringing, reach voicemail, or follow another call routing rule.

Tip: Before transferring a caller, tell them which department or person you are connecting them with.

Windows or Mac — Perform an Attended Transfer

Step 1: Answer the Original Call

  1. Answer the customer’s call.
  2. Determine who should receive the transfer.
  3. Inform the caller that you will check whether the recipient is available.

Step 2: Start the Transfer

  1. Locate Transfer in the active call controls.
  2. Click Transfer.
  3. Enter the recipient’s extension number.
  4. Select Attended, Supervised, or the corresponding attended transfer option.

Step 3: Speak With the Recipient

  1. Wait for the receiving employee to answer.
  2. Explain who is calling.
  3. Provide any relevant context.
  4. Confirm that the employee is ready to accept the call.

During this process, the original caller is generally placed on hold.

Note: Depending on your organization’s configuration, the original caller may hear music while waiting.

Step 4: Complete the Transfer

  1. Locate Complete Transfer, Transfer, or the available attended transfer completion control.
  2. Select the option to connect the original caller with the recipient.
  3. Confirm that the transfer completes.
  4. Verify that your call session has ended.

Important: Do not assume that simply hanging up will always complete an attended transfer. Use the application’s transfer completion control unless your specific application workflow indicates otherwise.

What to Do if the Recipient Does Not Answer

If you start an attended transfer and the intended recipient does not answer:

  1. Locate the option to cancel the consultation or attended transfer.
  2. Return to the original caller.
  3. Explain that the person is unavailable.
  4. Offer to transfer the caller to another extension, department, or voicemail if appropriate.

Important: Do not hang up on the original caller while attempting to cancel an attended transfer.

Note: The specific cancel and return controls vary by application version.

iPhone or iPad — Make and Answer Calls

Step 1: Open TSN Phone

  1. Open the approved TSN Phone mobile application.
  2. Confirm that you are signed into your assigned extension.
  3. Verify that your device is connected to the internet.

Step 2: Make an Outgoing Call

  1. Open the Dialer or Keypad.
  2. Enter the telephone number or internal extension.
  3. Tap the Call button.
  4. Wait for the call to connect.

Step 3: Answer an Incoming Call

  1. Wait for an incoming TSN Phone notification.
  2. Tap or swipe the appropriate answer control.
  3. Begin speaking.
  4. Tap the red phone icon to end the call.

Note: Incoming business calls may appear differently from regular cellular calls depending on the application version and iOS integration.

iPhone or iPad — Hold and Mute a Call

Put a Caller on Hold

  1. While connected to a call, locate Hold.
  2. Tap Hold.
  3. Wait for the application to indicate that the call is on hold.
  4. Tap Hold again or the available resume control to continue.

Mute Your Microphone

  1. During the call, locate Mute.
  2. Tap Mute.
  3. Confirm that the microphone is muted.
  4. Tap the control again to unmute.

iPhone or iPad — Transfer a Call

Blind Transfer

  1. Answer or place a call.
  2. While connected, open Options, More, or the available call actions.
  3. Select Transfer Call.
  4. Choose Direct or Blind Transfer.
  5. Enter or select the destination extension.
  6. Confirm the transfer.

Attended Transfer

  1. While connected to a call, open the transfer options.
  2. Select Attended or Supervised Transfer.
  3. Enter the destination extension.
  4. Wait for the recipient to answer.
  5. Explain the caller’s request.
  6. Complete the transfer using the available control.

Note: Mobile transfer controls and terminology may vary based on the application version.

Android — Make and Answer Calls

Step 1: Open TSN Phone

  1. Open the approved TSN Phone mobile application.
  2. Confirm that your extension is signed in.
  3. Verify that your device is connected to the internet.

Step 2: Make an Outgoing Call

  1. Open the Keypad or Dialer.
  2. Enter the extension or telephone number.
  3. Tap the Call button.
  4. Wait for the other person to answer.

Step 3: Answer an Incoming Call

  1. Wait for an incoming call notification.
  2. Tap the available answer control.
  3. Begin speaking.
  4. Tap End Call when finished.

Note: Android notification appearance and call handling can vary by device manufacturer and operating system version.

Android — Hold and Mute a Call

Put a Caller on Hold

  1. While connected, locate Hold.
  2. Tap the button.
  3. Confirm that the call is on hold.
  4. Tap the available resume control when ready.

Mute Your Microphone

  1. During a call, locate Mute.
  2. Tap Mute.
  3. Verify that your microphone is muted.
  4. Tap Unmute when you are ready to speak.

Android — Transfer a Call

Blind Transfer

  1. Answer the call.
  2. Open Options or the available call menu.
  3. Select Transfer Call.
  4. Choose Direct or Blind Transfer.
  5. Enter the receiving extension.
  6. Confirm the transfer.

Attended Transfer

  1. While connected, open the transfer options.
  2. Select Attended or Supervised Transfer.
  3. Enter the destination extension.
  4. Wait for the employee to answer.
  5. Explain the caller’s request.
  6. Complete the transfer using the application’s available control.

Important: Always verify the intended destination before completing a transfer.

Web Browser — Manage Calls in TSN Phone

Depending on your organization’s configuration, TSN Phone may offer browser-based calling.

Step 1: Open TSN Phone

  1. Open a supported web browser.
  2. Visit https://app.tsnphone.com.
  3. Sign in using your assigned credentials or approved Single Sign-On method.
  4. Confirm that browser calling is enabled for your account.

Step 2: Make a Call

  1. Open the available dialer.
  2. Enter the telephone number or extension.
  3. Click Call.
  4. Allow microphone access if prompted.
  5. Begin your conversation.

Step 3: Answer an Incoming Call

  1. Wait for the browser to display an incoming call.
  2. Click Answer.
  3. Speak using your configured microphone and speakers.
  4. Click End Call when finished.

Step 4: Manage an Active Call

During a browser-based call, the available controls may include:

  • Mute
  • Hold
  • Transfer
  • Keypad
  • End Call

Use the available call controls to manage your conversation.

Note: Not all browser application versions support the same transfer or call management features. If a required option is unavailable, use your organization’s approved desktop or mobile application or contact True Synergy Networks.

How to Transfer a Call to an External Telephone Number

Some organizations allow calls to be transferred outside the TSN Phone system.

Step 1: Open Transfer Options

  1. Answer the call.
  2. Locate the Transfer control.
  3. Select the appropriate transfer type.

Step 2: Enter the External Number

  1. Enter the full external telephone number in your organization’s approved dialing format.
  2. Review the destination.
  3. Complete the blind or attended transfer process as appropriate.

Important: External transfers may be restricted by your organization’s phone system settings.

If you receive an error or the transfer is denied, contact True Synergy Networks.

Note: External transfers may be subject to your organization’s calling policies and applicable telephone service charges.

Tips for Managing Customer Calls

Before Transferring a Customer

  • Confirm which person or department should receive the call.
  • Tell the caller where you are transferring them.
  • Use an attended transfer when the receiving employee needs context.
  • Verify the correct extension before completing the transfer.

When Putting Someone on Hold

  • Ask the caller for permission before placing them on hold.
  • Explain why you need a moment.
  • Return to the caller promptly.
  • Provide an update if the wait is longer than expected.

When Using Mute

  • Confirm that your microphone is muted before speaking privately.
  • Remember that muting does not place the caller on hold.
  • Unmute before continuing the conversation.

Important: Never assume a call has ended or that a caller cannot hear you without verifying the application’s current call status.

Troubleshooting

I Cannot Make an Outgoing Call

If your outgoing call fails:

  1. Confirm that you are signed into TSN Phone.
  2. Verify that your device is connected to the internet.
  3. Check the telephone number you entered.
  4. Try calling an internal extension.
  5. Check whether your application displays an error message.

If the problem continues, contact True Synergy Networks.

Note: Calling permissions and outbound routing are managed by TSN.

Incoming Calls Are Not Ringing

If your extension is not receiving incoming calls:

  1. Confirm that the application is connected.
  2. Check whether Do Not Disturb is enabled.
  3. Verify that notifications are enabled.
  4. Review your application volume.
  5. Confirm that your headset or speakers are connected.
  6. Ask a coworker to place a test call.

If calls still do not ring, contact True Synergy Networks.

I Cannot Hear the Caller

  1. Check your speaker or headset volume.
  2. Confirm that the correct audio device is selected.
  3. Review your Bluetooth connection if applicable.
  4. Verify that your internet connection is stable.
  5. Try another call.

If the issue continues, contact True Synergy Networks.

The Caller Cannot Hear Me

  1. Confirm that your microphone is not muted.
  2. Check microphone permissions.
  3. Verify that the correct microphone is selected.
  4. Test your headset.
  5. Try another call.

If two-way audio is still unavailable, contact True Synergy Networks.

I Cannot Transfer a Call

If the transfer fails:

  1. Confirm that you are still connected to the original call.
  2. Review the destination extension or telephone number.
  3. Check that you selected the intended transfer type.
  4. Verify that the destination is permitted.
  5. Try again if the original call is still active.

If transfers continue to fail, contact True Synergy Networks.

Important: Do not repeatedly disconnect or redial customers while attempting to troubleshoot transfer failures.

My Attended Transfer Did Not Complete

If a supervised transfer does not finish:

  1. Check whether the receiving employee is still connected.
  2. Look for Complete Transfer or the available transfer confirmation control.
  3. Follow the application’s transfer instructions.
  4. If necessary, cancel the transfer and return to the original caller.

If the issue continues, contact True Synergy Networks.

Note: Hanging up without using the appropriate transfer completion control may not produce the intended result.

My Caller Is Stuck on Hold

If you cannot resume a held call:

  1. Locate the active call.
  2. Look for Resume, Unhold, or the highlighted Hold button.
  3. Select the appropriate control.
  4. Check whether another call is active.

If you cannot retrieve the original caller, contact True Synergy Networks.

Calls Disconnect Unexpectedly

If calls frequently disconnect:

  1. Check your internet connection.
  2. Confirm that your device has a stable network connection.
  3. If using Wi-Fi, move closer to the access point.
  4. Avoid switching between Wi-Fi and cellular data during active calls when possible.
  5. Record the approximate time of the disconnection.

If the issue continues, contact True Synergy Networks.

Note: Network interruptions, device settings, or phone system configuration may affect call stability.

I Do Not See the Transfer Button

If the Transfer option is missing:

  1. Confirm that you are using the approved TSN Phone application.
  2. Make sure you are connected to an active call.
  3. Open More or Options within the call controls.
  4. Check whether additional calling features are available.

If you still cannot find the transfer option, contact True Synergy Networks.

Note: Available call controls depend on the application, version, license, and organization settings.

Additional Information

  • TSN Phone supports internal and external calling according to your organization’s configuration.
  • Calls can be placed and answered through supported desktop, mobile, and web applications.
  • Hold pauses an active conversation without ending it.
  • Mute disables your microphone while keeping the call connected.
  • Blind transfers send callers to another destination without consulting the recipient first.
  • Attended transfers allow you to speak with the recipient before connecting the original caller.
  • External transfers may be restricted by your organization’s calling permissions.
  • Transfer controls and terminology may vary by application version.
  • True Synergy Networks manages call routing, extension permissions, and advanced phone system configuration.

Security Reminder: Always verify the intended destination before transferring a call, especially when discussing confidential business or customer information. Do not transfer sensitive conversations to unauthorized external numbers. Confirm that calls are muted, held, or disconnected before discussing private information. If you notice unexpected call behavior or suspect unauthorized access to your extension, contact True Synergy Networks immediately.