How to Check, Listen to, and Manage Voicemail in TSN Phone

Category: TSN Phone
Applies to: Windows 10/11, macOS, iPhone, iPad, Android, Web Browsers, and Compatible Desk Phones
Difficulty: Beginner
Estimated Time: 3–5 minutes

Overview

TSN Phone includes a voicemail system that allows callers to leave messages when you are unavailable or unable to answer your extension. Depending on your organization’s configuration, voicemail messages may be available through the TSN Phone application, your desk phone, an online portal, or your email inbox. This guide explains how to listen to voicemail messages, manage messages, access voicemail from a desk phone, and understand voicemail-to-email notifications.

Before You Begin:

  • Make sure you have an active TSN Phone extension.
  • Have your TSN Phone login credentials available.
  • Know your assigned extension number.
  • Have your voicemail PIN available if accessing messages through a telephone.
  • Confirm that your device is connected to the internet.
  • Check whether your organization delivers voicemail messages directly to your email.

Important: Some organizations configure voicemail messages to be automatically emailed and removed from the phone system. If your voicemail is delivered this way, messages may not appear in the application or traditional voicemail inbox.

Note: Voicemail availability and management options vary depending on your organization’s TSN Phone configuration.

Windows or Mac — Listen to Voicemail in TSN Phone

Step 1: Open TSN Phone

  1. Open the TSN Phone desktop application.
  2. Sign in using your assigned account.
  3. Confirm that the application is connected.
  4. Locate the Voicemail option or voicemail icon.

Step 2: Open Your Voicemail Inbox

  1. Click Voicemail.
  2. Wait for the voicemail window to open.
  3. Review the available messages.

Depending on your application version, voicemail information may include:

  • Caller’s phone number.
  • Caller’s name, if available.
  • Date and time received.
  • Message duration.
  • New or previously heard status.

Note: If the Voicemail option is missing, your organization may use voicemail-to-email or another approved method for accessing messages.

Step 3: Listen to a Message

  1. Select the voicemail you want to hear.
  2. Click the Play button.
  3. Listen to the recording through your selected audio device.
  4. Adjust your volume as needed.
  5. Pause or replay the message using the available playback controls.

Note: The application may show separate sections for new and previously heard voicemail messages.

Windows or Mac — Manage Voicemail Messages

Depending on your extension settings, the TSN Phone desktop application may provide additional voicemail actions.

Move a Message to Old Messages

  1. Open Voicemail.
  2. Select the message you have finished reviewing.
  3. Click the available option to move the message to the old messages folder.
  4. Confirm that the message has moved.

Note: Moving a message to the old messages folder does not delete it.

Download a Voicemail Recording

  1. Open your voicemail inbox.
  2. Select the recording.
  3. Locate the Download or Save control.
  4. Select an authorized storage location.
  5. Save the file.

Important: Voicemail recordings may contain confidential customer or company information. Only download them to approved devices and storage locations.

Return a Call

  1. Open your voicemail inbox.
  2. Select a message from the caller you want to contact.
  3. Click the available Call or callback control.
  4. Verify the telephone number before placing the call.

Note: Callback options depend on whether caller identification is available and the application’s supported features.

Delete a Voicemail Message

  1. Open Voicemail.
  2. Select the message.
  3. Click Delete, if available.
  4. Confirm the deletion.

Important: Deleting a voicemail from the phone system may be permanent. Make sure the recording is no longer needed before removing it.

If the voicemail is part of a business record or customer dispute, follow your organization’s retention requirements.

Desk Phone — Check Your Voicemail

Compatible desk phones may allow you to access voicemail directly.

Step 1: Open Your Voicemail

  1. Pick up the handset or activate speakerphone.
  2. Press the Message or Voicemail button, if configured.

Alternatively, on supported TSN Phone extensions, dial: *123
3. Wait for the voicemail system to answer.

    Note: The voicemail access code may be customized by your organization. If *123 does not work, contact True Synergy Networks.

    Step 2: Enter Your Voicemail PIN

    1. Listen to the voicemail system instructions.
    2. Enter your assigned voicemail PIN when prompted.
    3. Follow the spoken instructions to access your messages.

    Important: Your voicemail PIN is separate from your TSN Phone application password.

    If you do not know your PIN, contact True Synergy Networks.

    Step 3: Listen to Your Messages

    1. Follow the spoken menu prompts.
    2. Select the option to listen to new messages.
    3. Listen to each recording.
    4. Follow the available instructions to replay, save, or delete messages.
    5. Hang up when finished.

    Note: The available menu options may vary depending on your organization’s voicemail configuration.

    iPhone or iPad — Check Your Voicemail

    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: Locate Voicemail

    1. Look for Voicemail, Messages, or the available voicemail option.
    2. Open the section if it is available.
    3. Review any listed recordings.

    Note: Some mobile application versions do not provide the same voicemail management interface as the desktop application.

    If voicemail is not displayed, use your organization’s approved voicemail-to-email delivery or contact True Synergy Networks.

    Step 3: Play a Message

    1. Select the voicemail.
    2. Tap Play, if available.
    3. Listen through your device speaker or connected headset.
    4. Use the available controls to replay or manage the message.

    Important: Only play confidential voicemail recordings in an appropriate private environment.

    Android — Check Your Voicemail

    Step 1: Open TSN Phone

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

    Step 2: Open Voicemail

    1. Locate the voicemail or messages section, if available.
    2. Open the section.
    3. Review the available recordings.

    Step 3: Listen to a Message

    1. Select the desired message.
    2. Tap the playback control.
    3. Listen through your phone or headset.
    4. Use the available options to manage the message.

    Note: If your mobile application does not display voicemail, your organization may have configured voicemail-to-email or another method of accessing recordings.

    Web Browser — Access Voicemail Online

    Depending on your account and permissions, voicemail may be available through the TSN Phone web application or an Online Self Care portal.

    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. Complete any required authentication.

    Step 2: Locate Your Voicemail

    1. Look for the Voicemail section.
    2. Open the voicemail inbox if available.
    3. Select the recording you want to review.
    4. Use the available playback or management controls.

    Note: Online Self Care access and browser-based voicemail features depend on the permissions assigned to your extension. If the option is missing, contact True Synergy Networks for the approved method of accessing your messages.

    Understanding Voicemail-to-Email

    Some TSN Phone customers have voicemail-to-email enabled. This feature sends voicemail notifications or recordings to the email address associated with your extension. Depending on your organization’s configuration, a voicemail email may contain:

    • The caller’s telephone number.
    • The date and time the voicemail was received.
    • An audio recording of the voicemail.
    • A written transcription of the message, when enabled.

    Important: Voicemail transcription is generated automatically and may contain errors. Always listen to the original recording when verifying names, telephone numbers, addresses, or other important information.

    Step 1: Open Your Email

    1. Open your approved work email application.
    2. Navigate to your Inbox.
    3. Look for a voicemail notification associated with TSN Phone.
    4. Open the message.

    Step 2: Listen to the Recording

    1. Locate the attached audio file, if included.
    2. Open or play the recording using an approved application.
    3. Listen to the caller’s message.
    4. Review any included transcription, if available.

    Note: Some organizations send the voicemail recording directly to email and automatically remove it from the TSN Phone voicemail server afterward.

    In these configurations, the voicemail may no longer be available through the application or desk phone.

    Step 3: Manage the Email

    After reviewing the voicemail:

    1. Determine whether the caller requires a response.
    2. Return the call when appropriate.
    3. Retain or organize the voicemail email according to your organization’s policies.
    4. Delete the email only when permitted by your organization’s retention requirements.

    Important: Deleting a voicemail email may permanently remove your remaining accessible copy of that message, particularly when the recording has already been deleted from the phone server.

    How to Find Missing Voicemail Emails

    If you are expecting a voicemail notification but cannot find it:

    1. Open your work email account.
    2. Search for the caller’s number or voicemail-related keywords.
    3. Check your Spam or Junk folder.
    4. Review any email rules or filters that may have organized the message.
    5. Confirm that you are signed into the correct email account.
    6. Contact True Synergy Networks if the message is still missing.

    Note: Email filtering or organization-managed email security may affect where voicemail notifications appear.

    How to Check Your Voicemail PIN

    Your voicemail PIN is used to authenticate when accessing voicemail through supported telephone methods. If you know your existing PIN, you can use it to access your voicemail mailbox. If your PIN is forgotten or no longer works:

    1. Stop attempting to enter random PIN combinations.
    2. Contact True Synergy Networks.
    3. Request assistance with your voicemail PIN.
    4. Follow the instructions provided by your support technician.

    Important: Repeated incorrect PIN attempts may cause voicemail access to be temporarily locked. Do not share your voicemail PIN with coworkers or other individuals.

    How to Set or Change Your Voicemail Greeting

    Your voicemail greeting is the message callers hear before leaving a recording.

    Depending on your organization’s configuration, greeting management may be available through telephone voicemail menus or Online Self Care.

    Step 1: Access Your Voicemail Settings

    1. Open your supported voicemail access method.
    2. Authenticate using your assigned credentials or voicemail PIN.
    3. Follow the available instructions for greetings or mailbox settings.

    Step 2: Record a Greeting

    If greeting recording is available:

    1. Select the greeting recording option.
    2. Record your message.
    3. Review the recording.
    4. Save the greeting using the spoken or on-screen instructions.

    Example Greeting:

    “Hello, you’ve reached [Your Name] at [Company Name]. I’m unable to answer your call right now. Please leave your name, telephone number, and a brief message, and I’ll return your call as soon as possible. Thank you.”

    Note: Your organization may use standardized greetings or administrator-managed voicemail messages. If the greeting controls are unavailable, contact True Synergy Networks.

    Important: Avoid asking callers to leave passwords, payment card numbers, or other sensitive information in voicemail.

    Troubleshooting

    I Cannot Access My Voicemail

    If voicemail access fails:

    1. Confirm that you are using your assigned extension.
    2. Check that your TSN Phone account is active.
    3. Verify that you are using the correct voicemail access method.
    4. If dialing from a desk phone, try the configured voicemail access code.
    5. Confirm that you have the correct voicemail PIN.

    If the issue continues, contact True Synergy Networks.

    My Voicemail Inbox Is Empty

    If you expect messages but none appear:

    1. Check whether your organization uses voicemail-to-email.
    2. Search your email Inbox for voicemail notifications.
    3. Check Spam or Junk.
    4. Review old voicemail messages if your application supports them.
    5. Confirm that you are viewing the correct mailbox.

    Note: If voicemail messages are automatically deleted after being emailed, they may not remain in the phone system.

    Contact True Synergy Networks if messages are unexpectedly missing.

    I Am Not Receiving Voicemail Emails

    If voicemail notifications are not arriving:

    1. Confirm that your work email account is accessible.
    2. Check Spam or Junk.
    3. Search for voicemail-related messages.
    4. Review whether email filters are moving notifications.
    5. Contact True Synergy Networks.

    Important: Voicemail notification addresses and delivery settings are managed by TSN.

    I Forgot My Voicemail PIN

    If you cannot remember your PIN:

    1. Do not repeatedly guess.
    2. Contact True Synergy Networks.
    3. Request assistance with voicemail access.
    4. Follow the instructions provided.

    Important: Voicemail PIN resets and mailbox unlocks should be handled by TSN.

    My Voicemail Recording Will Not Play

    If you cannot hear a recording:

    1. Check your speaker or headset volume.
    2. Confirm that the correct audio output device is selected.
    3. Check your internet connection if playing through an application.
    4. Try replaying the recording.
    5. If using voicemail-to-email, try an approved audio application.

    If the issue continues, contact True Synergy Networks.

    The Voicemail Transcription Is Incorrect

    Automated transcription may misunderstand:

    • Names.
    • Telephone numbers.
    • Technical terminology.
    • Addresses.
    • Words spoken with background noise.

    If a transcription appears incorrect:

    1. Open the voicemail email.
    2. Play the original audio recording.
    3. Verify important information directly from the recording.
    4. Return the caller’s call if clarification is needed.

    Important: Do not rely solely on automated transcription for sensitive or business-critical information.

    My Voicemail Greeting Is Not Playing

    If callers hear an unexpected greeting:

    1. Confirm that the greeting was successfully saved.
    2. Check whether your organization uses a department or shared voicemail greeting.
    3. Review any available personal greeting settings.
    4. Ask a coworker to place a test call.

    If the issue continues, contact True Synergy Networks.

    Note: Ring groups, departments, and call routing configurations may use administrator-managed greetings instead of your personal mailbox greeting.

    I Deleted a Voicemail by Mistake

    If you accidentally delete a voicemail:

    1. Check whether the recording was delivered to your email.
    2. Search your email for the associated voicemail message.
    3. Review any available old or saved voicemail folders.
    4. Contact True Synergy Networks if the recording is not available.

    Important: Deleted voicemail recordings may not be recoverable. Do not assume that TSN can restore a permanently deleted message.

    Additional Information

    • TSN Phone provides voicemail for supported extensions and mailboxes.
    • Voicemail may be accessible through desktop applications, mobile applications, desk phones, or Online Self Care.
    • Supported telephone voicemail access commonly uses *123, unless customized.
    • A voicemail PIN may be required for telephone access.
    • Voicemail-to-email can deliver audio recordings directly to your work email.
    • Voicemail transcription may be available when enabled by your organization.
    • Automatically emailed voicemail messages may be removed from the phone system after delivery.
    • Voicemail recordings may contain confidential business or customer information.
    • Available voicemail features depend on your organization’s account configuration.
    • True Synergy Networks manages voicemail routing, delivery settings, PIN resets, and advanced troubleshooting.

    Security Reminder: Never share your voicemail PIN, application password, or confidential voicemail recordings with unauthorized individuals. Do not download recordings to personal or shared devices unless approved by your organization. Voicemail transcriptions may contain errors, so always verify important information against the original recording. If you notice missing messages, suspicious voicemail activity, or unexpected changes to your greeting, contact True Synergy Networks immediately.