How to Set Up Call Forwarding and Do Not Disturb in TSN Phone

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

Overview

TSN Phone allows you to control how incoming business calls are handled when you are busy, away from your desk, or unavailable. Two commonly used features are Call Forwarding and Do Not Disturb (DND). Call Forwarding directs incoming calls to another approved extension or telephone number. Do Not Disturb allows you to temporarily stop receiving interruptions and, depending on your organization’s configuration, redirect incoming calls to voicemail or another destination. This guide explains how to manage your availability, enable or disable Do Not Disturb, and configure call forwarding when these features are available for your extension.

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 destination extension or telephone number available if configuring forwarding.
  • Verify that you are authorized to change your extension’s call handling settings.

Important: Some organizations centrally manage call forwarding, ring groups, and availability settings. If an option is unavailable or restricted, contact True Synergy Networks rather than attempting to bypass the restriction.

Note: Your status in the TSN Phone application and your extension’s actual call forwarding rules may be separate settings. Changing your presence status does not always change where incoming calls are delivered.

Understanding Call Forwarding

Call Forwarding determines where incoming calls are directed.

Depending on your extension’s configuration, the following forwarding options may be available.

Forward All Calls

Also called Unconditional Call Forwarding.

Automatically redirects incoming calls to another approved destination without ringing your extension first.

Example: You are working remotely and want direct calls to your extension forwarded to another approved telephone number.

Forward When Busy

Redirects incoming calls when your extension is already occupied or meets the system’s configured busy condition.

Example: You are already speaking with a customer, so another incoming call is directed to an alternate destination.

Note: Busy behavior may depend on call waiting, multiple-call settings, and organization-managed routing.

Forward When Unanswered

Redirects incoming calls when you do not answer within the configured time.

Example: Your extension rings for several seconds and then forwards to another coworker or voicemail.

Note: The number of seconds before forwarding may be controlled by your organization’s phone system configuration.

Forward When Unavailable

Redirects calls when your extension is not registered or otherwise considered unavailable by the phone system.

Example: Your device loses its connection and incoming calls are routed to an approved backup destination.

Important: These options may not all be available for individual users to configure. True Synergy Networks manages the available services for each extension.

Understanding Do Not Disturb

Do Not Disturb (DND) is designed to reduce interruptions when you are unavailable.

Depending on your configuration, DND may:

  • Set your status to Do Not Disturb.
  • Suppress supported application notifications.
  • Prevent direct incoming calls from ringing your extension.
  • Redirect calls to voicemail or another configured destination.

Important: The application’s Do Not Disturb presence status and the PBX extension’s Do Not Disturb calling service are not necessarily the same feature.

For example, setting your Communicator status to Do Not Disturb may silence certain application notifications while call delivery remains governed by your extension’s PBX settings. If you need all incoming calls to stop ringing, verify the actual call behavior or contact True Synergy Networks.

Windows or Mac — Change Your Availability Status

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.
  4. Locate your profile picture, initials, or current availability indicator.

Step 2: Open Presence Settings

  1. Click your current status indicator near your profile.
  2. Review the available presence options.

Depending on your application version, you may see:

  • Available: Indicates you are available.
  • Busy: Indicates you are occupied.
  • Do Not Disturb: Indicates you do not want interruptions.
  • Away: Indicates you are temporarily unavailable.
  • Custom Status: Allows you to display an additional status message.

Step 3: Enable Do Not Disturb

  1. Select Do Not Disturb.
  2. Choose a status expiration or duration if prompted.
  3. Confirm the selection.
  4. Verify that your presence indicator changes.

Available durations may include a set number of hours, the current day, or until you manually change the status.

Note: The application may suppress chat or other notifications while this status is active.

Important: This action may not activate the PBX-level Do Not Disturb calling service. Your organization’s call forwarding configuration determines how incoming calls are handled.

Step 4: Return to Available

When you are ready to receive interruptions again:

  1. Click your presence indicator.
  2. Select Available.
  3. Confirm that your status updates.

Recommendation: If you manually set an indefinite Do Not Disturb status, remember to return to Available when your meeting or break is finished.

Windows or Mac — Configure Call Forwarding

Call forwarding may be managed through your extension’s Online Self Care portal rather than the desktop application’s presence menu.

Step 1: Open Your Extension Settings

  1. Open the Online Self Care portal provided by True Synergy Networks.
  2. Sign in using your assigned user credentials.
  3. Locate Services or Enhanced Services, if available.
  4. Look for Call Forwarding.

Note: The Services section only appears when your organization has enabled self-service access to the relevant features.

Step 2: Select a Forwarding Type

  1. Open the Call Forwarding service.
  2. Review the available options.
  3. Select the permitted forwarding type you want to configure.

Common options include:

  • Unconditional.
  • Busy.
  • No Answer.
  • Unavailable.

Important: Do not modify existing forwarding rules you do not recognize. They may be part of your organization’s required business call flow.

Step 3: Enter the Destination

  1. Choose the destination type if prompted.
  2. Enter the approved extension or telephone number.
  3. Review the complete destination for accuracy.
  4. Save the change using the available control.

Important: Your organization may prohibit forwarding to external numbers. Do not forward business calls to personal telephone numbers unless authorized.

Note: Some destinations require the full telephone number or another dialing format approved by your organization.

Step 4: Test the Forwarding Rule

  1. Ask a coworker to call your extension.
  2. Confirm whether the call follows the expected forwarding behavior.
  3. Verify that the intended recipient receives the call.
  4. Check whether unanswered calls follow your organization’s configured voicemail or fallback rules.

If forwarding behaves unexpectedly, contact True Synergy Networks.

Important: Personal extension forwarding may not apply to calls arriving through departmental ring groups or queues.

How to Disable Call Forwarding

When you no longer need calls forwarded:

  1. Open your approved Online Self Care portal.
  2. Navigate to Services or Enhanced Services.
  3. Open Call Forwarding.
  4. Locate the forwarding rule you previously enabled.
  5. Disable or deactivate that rule.
  6. Save your changes.
  7. Place a test call to confirm your extension rings normally.

Important: Only disable the forwarding rule that you personally enabled or are authorized to manage.

If an existing rule is part of your organization’s call routing, contact True Synergy Networks before making changes.

How to Enable PBX-Level Do Not Disturb

Your extension may provide a separate Do Not Disturb calling service. Unlike a simple application presence status, this service can redirect incoming calls according to a configured destination.

Step 1: Open Your Services

  1. Sign in to your approved Online Self Care portal.
  2. Navigate to Services or Enhanced Services.
  3. Locate Do Not Disturb, if available.

Step 2: Configure DND

  1. Open the Do Not Disturb service.
  2. Choose the available activation option.
  3. If prompted, select a temporary or permanent duration.
  4. Review the configured destination, such as voicemail or another permitted extension.
  5. Save the settings.

Note: Some organizations preset the DND destination and do not permit individual users to change it.

Step 3: Verify DND

  1. Ask a coworker to call your extension.
  2. Confirm that the call follows the expected DND behavior.
  3. Return to your settings and disable DND when finished.

Important: If incoming calls continue ringing despite DND being enabled, your extension may be receiving calls through an organization-managed ring group or queue.

iPhone or iPad — Change Your TSN Phone Availability

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 you have an internet connection.

Step 2: Open Your Status

  1. Locate your profile or presence indicator.
  2. Tap the current status.
  3. Review the available options.

Step 3: Select Do Not Disturb

  1. Tap Do Not Disturb, if available.
  2. Select a duration if prompted.
  3. Confirm your selection.
  4. Verify that your status changes.

Step 4: Return to Available

  1. Open your status menu.
  2. Select Available.
  3. Confirm that the status changes.

Important: Your iPhone’s built-in Focus or Do Not Disturb mode is separate from TSN Phone’s own availability controls. Changing one does not necessarily change the other.

Note: Mobile application menus may vary depending on the installed version.

Android — Change Your TSN Phone Availability

Step 1: Open TSN Phone

  1. Open the approved TSN Phone application.
  2. Confirm that your account is signed in.
  3. Check your internet connection.

Step 2: Open Presence Settings

  1. Tap your profile or status indicator.
  2. Review the available presence options.
  3. Select Do Not Disturb, if available.
  4. Choose a duration if prompted.

Step 3: Return to Available

  1. Open the presence menu.
  2. Select Available.
  3. Confirm that your status updates.

Note: Android’s system-level Do Not Disturb feature is separate from the TSN Phone application and PBX-level DND service.

Important: If you need incoming business calls redirected rather than simply silencing notifications, verify your extension’s call routing behavior.

Mobile Devices — Configure Call Forwarding

Depending on your account permissions, call forwarding may be managed through Online Self Care rather than the mobile application’s standard settings.

Step 1: Open the Approved Portal

  1. Open Safari or Google Chrome.
  2. Navigate to your organization’s Online Self Care portal provided by True Synergy Networks.
  3. Sign in using your assigned credentials.
  4. Open Services or Enhanced Services, if available.

Step 2: Configure the Forwarding Rule

  1. Select Call Forwarding.
  2. Choose an available forwarding type.
  3. Enter the approved destination.
  4. Save your changes.
  5. Test the forwarding behavior.

Note: If the forwarding controls are unavailable on your mobile device, use a supported computer or contact True Synergy Networks.

Important: Do not configure forwarding through your mobile phone’s cellular settings when your intention is to forward calls to your TSN Phone business extension. Cellular forwarding and PBX extension forwarding are separate services.

Web Browser — Manage Your Availability

If your organization provides browser-based TSN Phone access:

Step 1: Open TSN Phone

  1. Open a supported web browser.
  2. Visit https://app.tsnphone.com.
  3. Sign in using your assigned account.
  4. Confirm that your extension is connected.

Step 2: Change Your Status

  1. Locate your profile or presence indicator.
  2. Open the status menu.
  3. Select Available, Busy, Away, or Do Not Disturb, as appropriate.
  4. Select a duration if prompted.
  5. Confirm your new status.

Note: Browser availability settings may synchronize with compatible TSN Phone applications.

Important: Presence changes do not automatically guarantee that inbound business calls will follow a different route.

Desk Phone — Use Do Not Disturb

Some compatible desk phones provide a dedicated DND button or menu option.

Step 1: Locate DND

  1. Locate the DND key or option on your desk phone.
  2. Press the button or open the setting.
  3. Confirm that DND appears enabled on the phone.

Step 2: Disable DND

  1. Press the DND key again or reopen the DND menu.
  2. Disable the feature.
  3. Confirm that the phone returns to normal operation.

Important: A desk phone’s local DND setting may behave differently from the PBX-level DND service and may not affect other devices associated with your extension.

If you need all calls to your extension redirected, contact True Synergy Networks or use your approved extension-level settings.

Optional Telephone Feature Codes

Some TSN Phone extensions support feature codes that allow users to activate or deactivate certain services directly from a compatible telephone. Common PBXware default codes include:

FeatureTypical Default Code
Enable Do Not Disturb*78
Disable Do Not Disturb*79
Enable unconditional forwarding*71 followed by the destination
Disable unconditional forwarding*72

Important: These are typical PBXware defaults, not guaranteed TSN Phone codes. True Synergy Networks may customize or disable them for your organization. Only use telephone feature codes if True Synergy Networks has confirmed that they are supported for your extension.

Note: Feature codes may activate PBX-level services that behave differently from the application status menu.

Important Information for Department and Queue Members

If you answer calls for a department, reception team, support queue, or other shared calling group, your personal extension settings may not control every incoming call.

Depending on your organization’s configuration:

  • Calls to your direct extension may follow your personal forwarding rules.
  • Calls from a ring group may ignore your personal forwarding settings.
  • Calls from an enhanced ring group or queue may use separate availability or membership rules.
  • Your application’s presence status may not remove you from a departmental call queue.

Important: Do not rely on Do Not Disturb or call forwarding to remove yourself from a shared calling group unless True Synergy Networks has confirmed that it works for your organization’s setup.

If you need to stop receiving department calls temporarily, contact True Synergy Networks for the approved procedure.

Troubleshooting

Calls Are Still Ringing While Do Not Disturb Is Enabled

If calls continue arriving:

  1. Confirm that your status shows Do Not Disturb.
  2. Check whether the PBX-level DND service is enabled, if available.
  3. Determine whether the calls are arriving directly at your extension or through a department.
  4. Ask a coworker to place a test call.
  5. Contact True Synergy Networks if the behavior is unexpected.

Note: Application presence, phone-level DND, and extension-level DND can operate differently.

My Calls Are Not Forwarding

If forwarding does not work:

  1. Confirm that the forwarding rule is enabled.
  2. Review the destination number.
  3. Check that you selected the intended forwarding type.
  4. Save any pending changes.
  5. Test the rule using another telephone.

If the call still does not forward, contact True Synergy Networks.

Important: Some forwarding destinations are restricted by your organization’s calling policies.

My Calls Are Going Directly to Voicemail

If your extension no longer rings:

  1. Check whether Do Not Disturb is enabled.
  2. Review your forwarding settings if you have access.
  3. Confirm that your TSN Phone application is connected.
  4. Check whether the intended calling device is available.
  5. Ask a coworker to place a test call.

If calls continue going directly to voicemail, contact True Synergy Networks.

I Cannot Forward Calls to My Mobile Number

If external forwarding fails:

  1. Verify that you entered the correct number.
  2. Confirm that the number uses your organization’s approved dialing format.
  3. Review any warning or error displayed.
  4. Contact True Synergy Networks.

Important: External forwarding may be disabled for security or billing reasons. Do not attempt to bypass those restrictions.

I Cannot Find Call Forwarding Settings

If the option is missing:

  1. Confirm that you are signed into the approved Online Self Care portal.
  2. Look for Services or Enhanced Services.
  3. Check whether Call Forwarding is listed.
  4. Contact True Synergy Networks if the feature is unavailable.

Note: Administrators control which enhanced services users may manage themselves.

My Availability Keeps Returning to Available

If your status changes back automatically:

  1. Open the presence menu.
  2. Check whether a status expiration was configured.
  3. Select a suitable available duration.
  4. Save the selection.

Note: Some presence statuses automatically expire after a selected period.

My Coworkers Still See Me as Busy

If your presence appears incorrect:

  1. Confirm that you are signed into the correct extension.
  2. Review your selected status.
  3. Check whether you are currently on a call.
  4. Allow a moment for supported applications to synchronize.
  5. Contact True Synergy Networks if the issue continues.

Note: Some presence information is automatically derived from call activity and device connections.

My Department Calls Are Still Ringing

If you are still receiving ring group or queue calls after enabling forwarding or DND:

  1. Confirm whether the calls are arriving through a shared department.
  2. Avoid changing additional extension settings.
  3. Contact True Synergy Networks.
  4. Ask which procedure your organization uses to pause department call delivery.

Important: Shared calling groups may override or ignore personal extension enhanced services.

I Forgot to Disable Call Forwarding

If calls continue going to another number:

  1. Open your approved extension settings.
  2. Locate the forwarding rule you enabled.
  3. Disable the rule.
  4. Save the changes.
  5. Test an incoming call.

If you cannot access the settings, contact True Synergy Networks.

Additional Information

  • TSN Phone supports call forwarding and availability controls when enabled for your extension.
  • Unconditional forwarding redirects incoming calls without ringing your extension first.
  • Busy, No Answer, and Unavailable forwarding may be configured separately.
  • Do Not Disturb presence can suppress supported application notifications.
  • PBX-level Do Not Disturb can redirect incoming calls according to the configured destination.
  • Desk phone DND settings may operate independently of extension-level services.
  • Personal extension forwarding may not apply to ring group or queue calls.
  • Telephone feature codes may be customized by your organization.
  • Call forwarding destinations and permissions are managed by True Synergy Networks.
  • Some features may be unavailable to users depending on assigned service plans.

Security Reminder: Only forward business calls to approved extensions or telephone numbers. Never redirect company calls to personal or unauthorized destinations without permission. Be especially careful when forwarding calls that may contain confidential customer information. If you notice unexpected forwarding, calls going to unfamiliar destinations, or unauthorized changes to your extension, contact True Synergy Networks immediately.