How to Manage Contacts and Favorites in TSN Phone

Applies to: Windows 10/11, macOS, iPhone, iPad, Android, and Web Browsers
Difficulty: Beginner
Estimated Time: 3–5 minutes

Overview

TSN Phone includes a contact directory that makes it easier to communicate with coworkers, customers, vendors, and other frequently called people. Instead of remembering extension numbers or manually dialing telephone numbers, you can search for contacts and place calls directly from the application. You can also add frequently used contacts to Favorites for quicker access. This guide explains how to find contacts, create personal contacts, manage Favorites, and place calls from your contact directory.

Before You Begin:

  • Make sure you have an active TSN Phone extension.
  • Sign in to your approved TSN Phone application.
  • Confirm that your device is connected to the internet.
  • Have the name or telephone number of the person you want to add.
  • Confirm that you have permission to create or manage personal contacts.

Note: The available contact directories and management features depend on your organization’s configuration and TSN Phone application version.

Understanding TSN Phone Contacts

TSN Phone may provide several types of contacts.

Internal Directory

The internal directory contains coworkers and other extensions associated with your organization’s phone system.
Depending on your configuration, these contacts may display:

  • Employee name.
  • Extension number.
  • Department.
  • Availability status.
  • Additional telephone numbers.
  • Profile picture.

Note: Internal directory information is managed through your organization’s phone system. If a coworker’s name, extension, or department is incorrect, contact True Synergy Networks.

Personal Contacts

Personal contacts are entries you create for your own use.
These may include:

  • Customers.
  • Vendors.
  • Frequently called external numbers.
  • Business partners.
  • Other authorized contacts.

Note: Personal contacts are generally associated with your account and may be available across supported applications.

Central or Company Phonebook

Your organization may provide a centrally managed phonebook containing shared business contacts.
These contacts may include:

  • Frequently used vendors.
  • Customer service numbers.
  • Company locations.
  • Shared business contacts.

Important: Centrally managed contacts may be read-only. Contact True Synergy Networks if company-wide contact information needs to be added or corrected.

Favorites

Favorites are contacts you mark for quick access.
For example, you might add:

  • Your manager.
  • Reception.
  • Billing.
  • Technical Support.
  • Frequently contacted coworkers.
  • Important customers.

Favorites can also make it easier to locate the correct person when transferring calls.

Windows or Mac — Find a Coworker

Step 1: Open TSN Phone

  1. Open the approved TSN Phone desktop application.
  2. Sign in using your assigned account.
  3. Confirm that the application is connected.

Step 2: Open the Directory

  1. Locate Directory, Contacts, or the internal users section.
  2. Open the available directory.
  3. Review the listed employees and extensions.

Depending on your application version, contacts may be organized by department or availability.

Step 3: Search for a Contact

  1. Locate the search bar.
  2. Enter the coworker’s name or extension number.
  3. Review the matching contacts.
  4. Select the correct person.

Note: Search results may update automatically as you type.

Step 4: Call the Contact

  1. Select the coworker.
  2. Locate the Call button or telephone icon.
  3. Choose the correct extension if multiple numbers are listed.
  4. Start the call.

Note: Some desktop versions allow you to initiate a call by double-clicking a contact. The resulting action may depend on your application preferences.

Windows or Mac — Add a Personal Contact

Step 1: Open Contacts

  1. Open TSN Phone.
  2. Navigate to Contacts.
  3. Locate the personal phonebook or contact management section.

Step 2: Create a Contact

  1. Select Add Contact, New Contact, or the available contact creation option.
  2. Enter the person’s name.
  3. Enter their telephone number.
  4. Add their company name or other relevant information if supported.
  5. Review the contact details.
  6. Click Save.

Note: Some versions manage personal contacts through the Online Self Care phonebook rather than directly within the desktop application.

Step 3: Verify the Contact

  1. Return to your Contacts list.
  2. Search for the new contact.
  3. Confirm that the information appears correctly.
  4. Select the contact to verify the telephone number.

Important: Only save business contact information in approved systems. Avoid adding unnecessary confidential customer information to contact notes.

Windows or Mac — Add a Contact to Favorites

Step 1: Find the Contact

  1. Open TSN Phone.
  2. Navigate to Directory or Contacts.
  3. Search for the person you want to add.

Step 2: Add to Favorites

  1. Select or right-click the contact.
  2. Locate Add to Favorites, a star icon, or the available Favorites option.
  3. Select the option.
  4. Confirm that the contact appears under Favorites.

Note: Available controls may vary depending on the TSN Phone desktop application version.

Step 3: Open Your Favorites

  1. Locate the Favorites tab or section.
  2. Open the Favorites list.
  3. Select a contact.
  4. Click the call button to place a call.

Tip: Add coworkers you frequently transfer calls to. This can make transferring customer calls quicker and easier.

How to Remove a Contact From Favorites

Removing a contact from Favorites does not delete the actual contact.

Windows or Mac

  1. Open TSN Phone.
  2. Navigate to Favorites.
  3. Locate the contact.
  4. Open the contact’s menu or details.
  5. Select Remove from Favorites, or deselect the Favorites star.
  6. Confirm that the contact no longer appears in your Favorites list.

Note: You can add the contact back to Favorites later.

iPhone or iPad — Find and Call Contacts

Step 1: Open TSN Phone

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

Step 2: Open Contacts

  1. Locate Contacts, Directory, or the available contacts icon.
  2. Open the contact directory.
  3. Review the available sections.

Depending on your application version, you may see:

  • Internal contacts.
  • External contacts.
  • Device contacts.
  • Favorites.

Step 3: Search for a Contact

  1. Tap the search icon.
  2. Enter the person’s name or telephone number.
  3. Review the search results.
  4. Tap the correct contact.

Step 4: Call the Contact

  1. Open the contact’s details.
  2. Locate the telephone number or extension.
  3. Tap the available call button.
  4. Wait for the call to connect.

Important: If your device offers multiple calling methods, verify that the call is being placed through TSN Phone rather than your personal cellular number.

iPhone or iPad — Add a Contact to Favorites

Step 1: Find the Contact

  1. Open TSN Phone.
  2. Navigate to Contacts.
  3. Search for the coworker or external contact.
  4. Open their details.

Step 2: Add to Favorites

  1. Locate Add to Favorites or the available star icon.
  2. Tap the option.
  3. Return to your contacts list.
  4. Open Favorites.
  5. Confirm that the contact appears.

Note: Supported versions allow Favorites to include internal extensions and external contacts.

Step 3: Remove a Favorite

  1. Open the contact’s details.
  2. Select Remove from Favorites.
  3. Confirm that the contact no longer appears in Favorites.

Note: Removing a Favorite does not remove the contact from the directory.

Android — Find and Call Contacts

Step 1: Open TSN Phone

  1. Open the approved TSN Phone mobile application.
  2. Confirm that your extension is connected.
  3. Make sure your device has an internet connection.

Step 2: Open the Contact Directory

  1. Locate Directory or Contacts.
  2. Open the contacts section.
  3. Choose the appropriate directory if multiple contact sources are available.

Step 3: Search for a Contact

  1. Tap the search icon.
  2. Enter a name, telephone number, or extension.
  3. Review the results.
  4. Select the correct contact.

Step 4: Place a Call

  1. Open the contact’s details.
  2. Tap their telephone number or the available call icon.
  3. Confirm that TSN Phone is the selected calling application.
  4. Wait for the call to connect.

Android — Manage Favorites

Add a Favorite

  1. Open TSN Phone.
  2. Navigate to Contacts.
  3. Select the contact you want to add.
  4. Open the contact’s details.
  5. Tap Add to Favorites, if available.
  6. Confirm that the contact appears in Favorites.

Remove a Favorite

  1. Open the contact’s details.
  2. Tap Remove from Favorites.
  3. Return to the Favorites section.
  4. Confirm that the contact is no longer listed.

Note: Android menu locations may vary depending on the installed application version.

How to Use Your Phone’s Existing Contacts

Some TSN Phone mobile applications can access contacts stored on your iPhone or Android device. This may make it easier to call existing contacts through your business extension.

iPhone or iPad

  1. Open Settings.
  2. Navigate to Privacy & Security → Contacts, or the available application permissions.
  3. Locate the TSN Phone application.
  4. Review the permitted contact access.
  5. Grant the appropriate access if authorized.

Android

  1. Open Settings.
  2. Select Apps.
  3. Locate the TSN Phone application.
  4. Open Permissions.
  5. Select Contacts.
  6. Allow the appropriate access if authorized.

Important: Only enable personal device contact access when permitted by your organization.

Note: Accessing device contacts does not necessarily import or synchronize them into your company’s central phonebook.

Web Browser — Search for Contacts

Depending on your organization’s configuration, you may be able to access contacts through the TSN Phone web application.

Step 1: Open TSN Phone

  1. Open a supported web browser.
  2. Visit https://app.tsnphone.com.
  3. Sign in using your approved account.
  4. Complete any required authentication.

Step 2: Open Contacts

  1. Locate Directory, Contacts, or the available phonebook section.
  2. Open the contact list.
  3. Use the search field to locate a coworker or saved contact.

Step 3: Call a Contact

  1. Select the contact.
  2. Locate the available call icon.
  3. Verify the destination.
  4. Start the call.

Note: Browser calling requires the appropriate calling mode and microphone permissions.

How to Manage Personal Contacts Through Online Self Care

Some TSN Phone configurations allow users to manage their personal phonebook through the Online Self Care portal.

Step 1: Open the Portal

  1. Open the Online Self Care portal supplied by True Synergy Networks.
  2. Sign in using your assigned credentials.
  3. Locate Phonebook, Contacts, or the equivalent section.

Step 2: Add a Personal Contact

  1. Select Add Contact or the available creation option.
  2. Enter the contact’s name.
  3. Enter their telephone number.
  4. Add other supported business information if needed.
  5. Save the contact.

Step 3: Refresh Your Contacts

  1. Return to your TSN Phone application.
  2. Open Contacts.
  3. Select Refresh or Sync, if available.
  4. Search for the newly created contact.

Note: Some applications refresh contacts automatically, while others provide a manual synchronization option.

Important: Only edit your own personal phonebook. Company-wide contact information is managed by True Synergy Networks.

How to Add a Contact From Call History

Some TSN Phone application versions allow you to save a telephone number directly from a recent call.

Step 1: Open Call History

  1. Open TSN Phone.
  2. Navigate to History or Recents.
  3. Locate the telephone number you want to save.

Step 2: Create the Contact

  1. Open the call details.
  2. Select Add Contact, Create Contact, or the available option.
  3. Enter the person’s name.
  4. Confirm the telephone number.
  5. Save the contact.

Note: If your application does not offer this option, add the contact through your personal phonebook instead.

Understanding Contact Availability

TSN Phone may display availability information for internal coworkers.

Common statuses include:

  • Available: The coworker is available or has selected an available status.
  • Busy: The coworker is occupied or on a call, depending on system configuration.
  • Away: The coworker is temporarily unavailable.
  • Do Not Disturb: The coworker does not want interruptions.
  • Offline: The coworker’s supported application or device is not currently connected.

Note: Presence indicators can depend on manually selected statuses, active calls, device connections, and your organization’s configuration.

Important: An Available status does not guarantee that someone can answer immediately. If a coworker is unavailable, consider sending a message or leaving voicemail when supported.

Tips for Organizing Your Favorites

Favorites are most useful when they contain the people you contact frequently.

Consider adding:

  • Coworkers you call daily.
  • Your supervisor or department manager.
  • Reception or front desk.
  • Billing and support extensions.
  • Employees you frequently transfer calls to.
  • Important external business contacts.

Recommendation: Keep your Favorites list focused on frequently used contacts so it remains easy to navigate.

Note: Your Favorites list may synchronize between supported TSN Phone applications, depending on the application versions and configuration.

Troubleshooting

I Cannot Find a Coworker

If a coworker does not appear in the directory:

  1. Confirm that you are signed into the correct extension.
  2. Search using their name or extension number.
  3. Check whether you selected the correct directory.
  4. Refresh the contact list if the option is available.
  5. Contact True Synergy Networks if the coworker is still missing.

Note: Internal directory visibility and employee information are controlled by your organization’s phone system settings.

My Favorites Are Missing

If your Favorites list is empty or incomplete:

  1. Confirm that you are signed into the correct TSN Phone account.
  2. Open the Favorites section.
  3. Refresh the list if the option is available.
  4. Check whether the missing contacts still appear in the directory.
  5. Add the contacts again if appropriate.

If the issue continues, contact True Synergy Networks.

My Personal Contact Is Not Showing

If a contact you created does not appear:

  1. Confirm that the contact was saved.
  2. Check that you are viewing your personal contacts.
  3. Search for the contact’s name or number.
  4. Refresh or synchronize the contact list.
  5. Reopen the application if necessary.

If the contact remains missing, contact True Synergy Networks.

I Cannot Add or Edit a Contact

If contact editing is unavailable:

  1. Confirm that you are attempting to edit a personal contact.
  2. Check whether the contact belongs to a centrally managed directory.
  3. Review whether the application offers a personal phonebook.
  4. Contact True Synergy Networks if you need help.

Important: Centrally managed company contacts may not be editable by individual users.

The Wrong Number Appears for a Coworker

If an internal contact displays incorrect information:

  1. Verify the employee’s name.
  2. Check whether multiple numbers are listed.
  3. Confirm the correct extension with the employee if possible.
  4. Contact True Synergy Networks to report the incorrect directory information.

Important: Do not attempt to modify centrally managed employee records through unauthorized tools.

My Phone Contacts Are Not Appearing

If contacts stored on your mobile device are unavailable:

  1. Open your device’s application settings.
  2. Review TSN Phone’s contact permissions.
  3. Confirm that the correct permissions are enabled.
  4. Reopen the TSN Phone application.
  5. Check the device contacts section again.

Note: Your organization may restrict access to personal device contacts for privacy or security reasons.

I Cannot Call a Saved Contact

If calling fails:

  1. Confirm that your extension is connected.
  2. Verify that the contact’s number is correct.
  3. Check whether the number requires a different dialing format.
  4. Try calling another extension.
  5. Contact True Synergy Networks if the issue continues.

Important: External calling permissions are managed by your organization’s phone system.

My Contacts Are Different on My Computer and Phone

If your contacts do not match across devices:

  1. Confirm that both applications use the same TSN Phone account.
  2. Check your internet connection.
  3. Verify that you are viewing the same contact source.
  4. Refresh or synchronize contacts if the option is available.
  5. Confirm whether some contacts are stored only on your phone.

If the issue continues, contact True Synergy Networks.

Note: Personal phone contacts are not necessarily synchronized with centrally managed or server-based TSN Phone contacts.

Additional Information

  • TSN Phone provides an internal directory of employees and extensions.
  • Personal contacts may be available through supported applications or Online Self Care.
  • Centrally managed contacts can be shared across your organization.
  • Favorites provide quick access to frequently contacted people.
  • Supported mobile applications may access contacts stored on your device.
  • Some application versions allow contacts to be created directly from recent calls.
  • Internal directory entries may display coworker availability or presence.
  • Contact synchronization depends on your organization’s configuration and application version.
  • Company-wide contact records are managed by True Synergy Networks.
  • Personal contact management is available only when enabled for your account.

Security Reminder: Only store business contact information in approved systems and applications. Do not save sensitive customer information, passwords, or confidential notes in contact records. Review contact permissions before allowing TSN Phone to access personal device contacts. If you discover unfamiliar contacts, incorrect company directory information, or unexpected synchronization behavior, contact True Synergy Networks immediately.