How to Use Presence Status and See Coworker Availability in TSN Phone

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

Overview

TSN Phone includes a feature called Presence, which allows employees to see whether their coworkers are available, busy, away, or currently on a telephone call. Presence helps employees communicate more efficiently by showing when someone may be available for a call, transfer, or message. You can also change your own availability status and, depending on your organization’s configuration, add a custom status message. This guide explains how to change your presence, view coworker availability, configure temporary statuses, and troubleshoot presence synchronization.

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.
  • Make sure the employee directory is available.
  • Verify that your account has access to Presence features.

Important: Presence status is not always the same as your extension’s actual call routing. Setting yourself to Busy, Away, or Do Not Disturb may affect calls only when your organization has configured the corresponding forwarding rules.

Note: Presence availability and synchronization depend on your organization’s TSN Phone configuration.

Understanding TSN Phone Presence Statuses

TSN Phone uses status indicators to help employees understand coworker availability.

Available

<escape>🟢</escape> Available Indicates that the employee is online and available. This is typically used when you are working and able to respond to calls or messages.

Note: Available does not guarantee that a coworker can answer immediately.

Busy

<escape>🔴</escape> Busy Indicates that the employee has manually selected Busy or that a related presence state is active.

This may be useful when:

  • Attending a meeting.
  • Working on an important task.
  • Temporarily unavailable for interruptions.

Note: Busy does not necessarily mean the employee is currently on a telephone call.

Do Not Disturb

<escape>⛔</escape> Do Not Disturb Indicates that the employee does not want interruptions.

Depending on the application version, this status may suppress:

  • Internal chat notifications.
  • Conference invitation notifications.
  • Certain other application alerts.

Important: Do Not Disturb presence and phone-level Do Not Disturb are separate features. Changing your presence does not always stop incoming calls from ringing.

Away

<escape>🟡</escape> Away Indicates that the employee is temporarily unavailable or away from their computer.

Common examples include:

  • Lunch breaks.
  • Stepping away from a desk.
  • Temporarily leaving the office.
  • Periods of computer inactivity.

Note: TSN Phone may automatically display Away after a configured period of inactivity.

On a Call

<escape>📞</escape> On a Call Indicates that an employee is currently connected to a telephone call. This status may update automatically based on telephone activity.

Note: You generally do not need to manually select On a Call.

Ringing

<escape>🔔</escape> Ringing Indicates that an employee’s extension is receiving an incoming call. This may help coworkers determine whether someone is already being contacted.

Note: Ringing status is available in supported application versions and depends on system configuration.

Offline

<escape>⚪</escape> Offline Indicates that the employee is not currently connected or has not been active within the period defined by the system.

This may occur when:

  • The employee signs out.
  • Their application is disconnected.
  • Their device is offline.
  • The system has not detected recent activity.

Important: Offline does not necessarily mean the employee’s extension cannot receive calls through another registered device.

Windows or Mac — Change Your Presence 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.

Step 2: Open Your Status Menu

  1. Locate your profile picture or avatar.
  2. Find the small status indicator near your profile picture.
  3. Click the indicator.
  4. Review the available statuses.

Depending on your configuration, these may include:

  • Available.
  • Busy.
  • Do Not Disturb.
  • Away.
  • Custom Status.
  • Organization-defined statuses.

Step 3: Select Your Status

  1. Click the status you want to use.
  2. Select a duration if prompted.
  3. Confirm your selection.
  4. Verify that the status indicator changes.

Example:

If you are attending a meeting, select Busy to let coworkers know that you may not be available.

Note: Your new presence status may be visible to other employees using supported TSN Phone applications.

How to Set a Temporary Presence Status

Some TSN Phone desktop application versions allow you to choose how long a status remains active.

Step 1: Select a Status

  1. Open your Presence menu.
  2. Select Busy, Away, or another available status.
  3. Review the duration options.

Step 2: Select an Expiration

Depending on the application version, available durations may include:

  • Today.
  • 1 hour.
  • 4 hours.
  • 8 hours.
  • 12 hours.
  • 2 days.
  • 5 days.
  • This week.
  • Always.
  1. Select the appropriate duration.
  2. Confirm the selection.

When the selected period expires, TSN Phone may automatically return your status to Available.

Recommendation: Use temporary statuses for meetings and short breaks so you do not accidentally leave yourself marked unavailable all day.

Note: Availability options may vary depending on your application version.

How to Create a Custom Presence Status

A custom status lets you provide additional information about your availability.

For example:

  • In a Meeting.
  • Out to Lunch.
  • Working on a Project.
  • Available After 2 PM.
  • Working Remotely.

Step 1: Open Custom Status

  1. Open TSN Phone on your computer.
  2. Click your presence indicator.
  3. Select Custom Status, if available.

Step 2: Configure Your Status

  1. Select the underlying presence type, such as Available, Busy, or Away.
  2. Enter a short status message.
  3. Select how long the status should remain active.
  4. Save the status.

Example:

Status: Busy
Message: In a meeting until 2 PM
Duration: 1 hour

Step 3: Verify Your Status

  1. Return to the main application.
  2. Review your presence indicator.
  3. Confirm that your custom message appears where supported.

Important: Custom status messages may be visible to coworkers. Avoid including confidential customer information or sensitive personal details.

Note: Some organizations disable user-created custom statuses or provide predefined statuses instead.

How to Automatically Show Away When Inactive

TSN Phone desktop applications may allow you to automatically change your presence to Away after a period of inactivity.

Step 1: Open Presence Settings

  1. Open TSN Phone.
  2. Click your presence indicator.
  3. Look for Set Away from Desktop when inactive for, or a similar option.

Step 2: Choose an Inactivity Period

  1. Review the available inactivity options.
  2. Select the preferred period.
  3. Confirm your selection.

When your computer is inactive for the configured period, TSN Phone may automatically display Away.

Note: Automatic Away behavior may differ from manually selecting Away.

Important: An automatically displayed Away status does not necessarily stop business calls from ringing.

Windows or Mac — See Coworker Availability

Step 1: Open the Directory

  1. Open TSN Phone.
  2. Locate Directory.
  3. Open the employee directory.
  4. Review the listed coworkers.

Step 2: Review Presence Indicators

Near each coworker’s name or avatar, you may see an indicator showing whether they are:

  • Available.
  • Busy.
  • Away.
  • On a call.
  • Ringing.
  • In Do Not Disturb.
  • Offline.

Note: Presence icons and colors may vary by application version.

Step 3: Search for a Coworker

  1. Locate the directory search field.
  2. Enter the employee’s name or extension.
  3. Select the matching contact.
  4. Review their presence indicator.

This can help you determine whether to call, send a chat message, or wait before contacting them.

How to View Coworker Status Messages

If a coworker has configured a custom status, you may be able to see additional information.

Step 1: Find the Coworker

  1. Open the employee directory.
  2. Search for the person’s name.
  3. Select their contact.

Step 2: Review Their Details

  1. Open their contact or profile information.
  2. Look for a status message.
  3. Review the information displayed.

Example: A coworker might display: Busy — In a meeting until 3 PM

Note: Not every coworker will have a custom status message.

How to Call a Coworker From the Directory

Presence can help you decide when to contact someone.

Step 1: Find the Contact

  1. Open Directory.
  2. Search for the coworker.
  3. Review their availability.

Step 2: Place the Call

  1. Select the coworker.
  2. Click the available telephone icon.
  3. Confirm the extension number.
  4. Place the call.

Recommendation: When someone is marked Busy or On a Call, consider sending a Chat message first unless the matter is urgent.

Important: Presence status is informational and may not reflect the coworker’s complete schedule or availability.

iPhone or iPad — Change Your Presence

Step 1: Open TSN Phone

  1. Open the approved TSN Phone mobile application.
  2. Confirm that you are signed into your account.
  3. Check your internet connection.

Step 2: Open Your Profile

  1. Locate Profile in the application’s navigation.
  2. If Profile is not visible, open More and look for it there.
  3. Open your profile.
  4. Tap your current presence status or the available dropdown arrow.

Step 3: Select a Status

  1. Review the available statuses.
  2. Choose Available, Busy, Do Not Disturb, or Away.
  3. Enter a status message if the application offers that option.
  4. Select the duration.
  5. Save your changes.

Note: The selected presence may synchronize with your desktop and web applications.

iPhone or iPad — View Coworker Availability

  1. Open TSN Phone.
  2. Navigate to Directory.
  3. Search for a coworker.
  4. Review the status indicator near their name.
  5. Tap the contact for additional information, if available.

Note: Some versions provide both grid and list views of the employee directory.

Android — Change Your Presence

Step 1: Open TSN Phone

  1. Open the approved TSN Phone application.
  2. Confirm that your extension is connected.

Step 2: Open Your Profile

  1. Tap Profile, if available.
  2. If necessary, open More to locate Profile.
  3. Tap your current status indicator.

Step 3: Choose a Status

  1. Select the desired presence status.
  2. Enter an optional message if supported.
  3. Choose the duration.
  4. Save your changes.

Note: Your status may be synchronized across supported desktop, mobile, and web applications.

Android — View Coworker Availability

  1. Open TSN Phone.
  2. Navigate to Directory.
  3. Search for the employee.
  4. Review their status.
  5. Tap the contact for additional details.

Depending on your application version, you may see indicators for:

  • Online.
  • Busy.
  • Away.
  • Offline.
  • On a call.
  • Ringing.

Web Browser — Manage Presence

If your organization supports TSN Phone through a web browser:

Step 1: Open TSN Phone

  1. Open a supported browser.
  2. Visit https://app.tsnphone.com.
  3. Sign in using your assigned account.

Step 2: Change Your Status

  1. Locate your profile or presence indicator.
  2. Open the status menu.
  3. Select your desired status.
  4. Choose a duration if prompted.
  5. Confirm the change.

Step 3: Review Coworkers

  1. Open the employee directory.
  2. Search for a coworker.
  3. Review their presence indicator.
  4. Open their contact details if you need more information.

Note: Available presence features vary depending on the TSN Phone web application version.

Understanding Presence Synchronization

Supported TSN Phone applications provide unified presence across desktop, mobile, and web sessions.

For example:

  1. You set your status to Busy on your computer.
  2. You leave your desk.
  3. You open TSN Phone on your mobile device.
  4. Your presence may display the same Busy status.

Supported applications can also show whether a user is connected through desktop, mobile, or web.

Note: Synchronization requires the applications to be connected to the TSN Phone service. If your status does not update immediately, allow time for synchronization.

Presence and Microsoft Teams

Some organizations use both TSN Phone and Microsoft Teams. When True Synergy Networks has enabled a supported Microsoft Teams presence integration, TSN Phone may display or respond to certain Teams availability states. Depending on the integration and configuration:

  • Teams availability may be reflected in TSN Phone.
  • TSN Phone call activity may affect supported presence indicators.
  • Certain statuses may synchronize automatically.

Presence Status and Call Forwarding

Presence and call forwarding are related but separate concepts. Presence tells coworkers whether you appear available. Call Forwarding determines where incoming calls are delivered. For example, you could be marked Busy but still receive direct telephone calls. Alternatively, your organization may configure TSN Phone so that selecting Busy forwards calls to voicemail or another approved destination.

Important: Changing your presence status does not guarantee that incoming calls will stop ringing. If you need to change your actual call delivery, refer to your organization’s approved call forwarding procedures or contact True Synergy Networks.

Note: Departmental ring groups and queues may have their own call routing behavior independent of your personal status.

Troubleshooting

My Status Will Not Change

If your presence does not update:

  1. Confirm that TSN Phone is connected.
  2. Check your internet connection.
  3. Open the presence menu.
  4. Select the desired status again.
  5. Save or confirm the change.
  6. Reopen the application if necessary.

If the problem continues, contact True Synergy Networks.

My Status Keeps Changing Back to Available

If TSN Phone automatically resets your status:

  1. Open your presence settings.
  2. Check the configured status duration.
  3. Select a longer duration if appropriate.
  4. Save the change.

Note: Temporary statuses may automatically expire and return to Available.

Coworkers See Me as Away

If coworkers see you as Away even though you are working:

  1. Confirm that your application is connected.
  2. Review your manually selected status.
  3. Check whether automatic Away detection is enabled.
  4. Select Available when appropriate.
  5. Verify whether your status updates.

If the issue continues, contact True Synergy Networks.

A Coworker Appears Offline

If a coworker appears Offline:

  1. Verify that you have selected the correct employee.
  2. Check whether their contact is visible in the directory.
  3. Wait briefly for the status to update.
  4. Consider sending a Chat message or contacting them through another approved method.

Note: Offline may indicate that the employee has not been active recently or is not connected through a supported application.

My Status Is Different on My Phone and Computer

If different devices display different statuses:

  1. Confirm that both applications use the same TSN Phone account.
  2. Check the internet connection on both devices.
  3. Verify that both applications are running approved versions.
  4. Close and reopen the affected application.
  5. Allow time for synchronization.

If the issue continues, contact True Synergy Networks.

Do Not Disturb Is Enabled but Calls Still Ring

If incoming calls continue ringing:

  1. Confirm whether you enabled presence-level DND or phone-level DND.
  2. Review whether the calls are going directly to your extension.
  3. Check whether the calls originate from a shared ring group or queue.
  4. Contact True Synergy Networks if calls are not following the expected behavior.

Important: Presence-level DND may silence chat notifications without independently changing call routing.

I Cannot See Coworker Availability

If no presence indicators appear:

  1. Confirm that you are signed into TSN Phone.
  2. Verify your internet connection.
  3. Open the internal employee directory.
  4. Search for a known coworker.
  5. Refresh or reopen the application.

If presence information remains unavailable, contact True Synergy Networks.

My Custom Status Is Not Available

If you cannot create a custom status:

  1. Open your presence menu.
  2. Look for Custom Status.
  3. Check whether your organization provides predefined statuses instead.
  4. Contact True Synergy Networks if additional functionality is needed.

Note: Administrators can control which custom or organization-defined statuses are available.

My Microsoft Teams Status Is Not Matching

If Microsoft Teams and TSN Phone display different statuses:

  1. Confirm that you are signed into both applications.
  2. Check your internet connection.
  3. Review whether your organization has enabled Teams presence integration.
  4. Allow time for supported changes to synchronize.
  5. Contact True Synergy Networks if the issue persists.

Note: Supported presence integrations may not synchronize every type of status change.

Additional Information

  • TSN Phone Presence allows employees to view coworker availability.
  • Common statuses include Available, Busy, Away, Do Not Disturb, and Offline.
  • On a Call and Ringing may update automatically based on telephone activity.
  • Users can choose how long supported presence statuses remain active.
  • Custom status messages may be available.
  • Desktop applications may automatically display Away after inactivity.
  • Supported presence information can synchronize between desktop, mobile, and web applications.
  • Presence status and actual call routing are separate features.
  • Microsoft Teams presence integration may be available when configured by True Synergy Networks.
  • True Synergy Networks manages organization-defined statuses, presence integrations, and advanced troubleshooting.

Security Reminder: Only use appropriate, professional presence messages. Avoid displaying confidential customer information, private schedules, or sensitive company details in your status. Remember that availability indicators may be visible to coworkers and that presence does not guarantee privacy or prevent calls from reaching your extension. If you notice unexpected status changes or unfamiliar account activity, contact True Synergy Networks immediately.