Prepare for time away without missing important calls or messages. Sync lets you temporarily forward incoming calls, update your voicemail greeting, and receive voicemail notifications by email.
Notes and requirements
- Some settings depend on your assigned licenses and company permissions.
- Out-of-office call routing only changes how incoming calls are handled. It does not update your Sync status, calendar availability, or email auto-reply.
- Test your forwarding and voicemail setup before you leave.
Choose your out-of-office routing method
Decide how to handle incoming calls while you are away.
| Goal | Recommended Sync setting |
|---|---|
| Forward calls while you are away | Enable Call Forwarding and create a Calendar schedule interval for the required date range. |
| Encourage callers to leave a message | Update your voicemail greeting. |
| Receive voicemail messages by email | Enable voicemail-to-email. |
| Update another Team Member’s settings | Ask a Sync Administrator to update the Team Member’s configuration for the time you're planing to be away. |
Schedule Call Forwarding
Use a custom calendar interval to forward calls to an external number only while you are out of the office. Scheduled calendar intervals are useful for vacations, temporary coverage, and other planned absences.
Open your profile settings
From the Sync desktop or browser app:
- Click your profile icon in the top-right corner.
- Click your name under Profile Settings.
Configure call forwarding
Create a new schedule for the period you'll be out of the office to control when calls are routed to your desired destination.
- Within your Profile Settings, click the Call Forwarding subtab on the left side.
- Enable the Call Forwarding toggle.
- Click the Custom schedule button to reveal more options.
- Click Add Calendar Interval.
- Enter the date range you will be out of the office.
- Set the required time range, or click All Day to forward calls for the full date range.
- Save your custom Schedule before closing the pop-up configuration menu.
Add a Forwarding Number
Within the same pop-up configuration menu, scroll to the forwarding numbers section.
- Open the Call Forwarding Option dropdown menu.
- Select Forward Only.
- (Optional) Adjust the number of rings before the timeout.
- Click Add Forwarding Number.
- Add an external number: Enter the full phone number, including the area code. Follow your organization’s required number format if one has been provided.
- Choose a Team Member's extension: Click Team Member, enter their name or extension number, then select the desired Team Member from the drop-down menu.
- Once added, click Add to save before closing the window.
Save your Changes
You must also save your changes in the main Call Forwarding subtab before closing Profile Settings.
Mobile voicemail may answer first
Mobile carrier voicemail may answer before the Sync voicemail if the forwarded call rings for too long. Reduce the ring duration if you want unanswered calls to return to your net2phone voicemail inbox.
Update your voicemail greeting
Update your voicemail greeting so callers know you are away and understand when they can expect a response.
- From Profile Settings, click the Voicemail subtab on the left side.
- In the Greeting section, preview your current greeting.
- Select the greeting method you want to use:
- Default Voicemail Greeting
- Custom Voicemail Greeting
- Record Greeting via Phone
- Record, upload, or select the greeting that should play while you are away.
- Preview the greeting, then click Save.
Voicemail setting permissions
Some users may be unable to change their voicemail-to-email settings based on their organization's preferences.
Out-of-office voicemail greeting
Include the date you will return, whether callers should expect a delayed response, and who they can contact for urgent assistance.
Optional: Enable voicemail-to-email
Enable voicemail-to-email when you want to receive notifications or review voicemail messages from your email inbox while you are away.
Admins: Allow voicemail-to-email for your organization
Administrators must configure voicemail-to-email settings for Team Members in the Sync Settings portal before the feature can be used. For more information, refer to Manage Voicemail-to-Email Settings.
- From your Profile Settings, click the Voicemail subtab on the left.
- Ensure your voicemail inbox is enabled.
- Enable Email me when I get a new voicemail.
- Select the information to include in the email notification:
- Include Audio File Attachment — Attaches the voicemail audio file to the email.
- Include Audio Transcript — Includes a text version of the voicemail message, when available.
- Include Caller Details — Includes the caller’s phone number and available call details.
- Click Save.
When you return
Review your call and voicemail settings when your out-of-office period ends.
- Confirm that calls are no longer forwarding to the temporary external number.
- Restore your standard voicemail greeting.
- Disable voicemail-to-email if you only enabled it temporarily.
- Place a test call to confirm your regular call handling has resumed.
For Administrators: Update another Team Member’s settings
Sync Administrators can update supported call routing and voicemail settings for another Team Member through the Sync Settings portal. Available options depend on the Team Member’s licenses and company permissions.
Use the administrator-facing Team Member settings when a user is unexpectedly away or cannot update their profile. For more information, refer to Manage Team Members.
User and administrator settings
User-facing Profile Settings and administrator-facing Team Member settings are separate workflows. Use the Sync Settings portal when you need to update settings on behalf of another Team Member.
Tips and troubleshooting
Review the following issues before changing your forwarding schedule or voicemail settings.
| Issue | What to check |
|---|---|
| Calls are not forwarding | Confirm that Call Forwarding is enabled, that the forwarding option is not set to Off, and that the current date and time are included in your Calendar interval. |
| No forwarding number is saved | Add and save an external number before enabling the out-of-office schedule. Confirm that your number includes your area code and follows your organization’s required format. |
| Calls go to your mobile voicemail | Reduce your Phone Rings setting, or review your mobile carrier's voicemail timing when available. |
| Caller ID shows your own number | Some mobile carriers require your own number to appear on forwarded calls. This behaviour can help prevent forwarded calls from being rejected. |
| The schedule activates at the wrong time | Confirm the time zone in your Profile Settings and review the start and end times configured in the Calendar interval. |
| Voicemail-to-email is not available | Confirm your voicemail service is enabled and ask an Administrator to confirm that voicemail-to-email is allowed for your organization. |
| A Team Member cannot update their settings | Ask a Sync Administrator to review the Team Member’s licenses, permissions, and profile settings in the Sync Settings portal. |
Pro tip: Test your setup before you're away!
After saving your out-of-office settings, place a test call to confirm calls forward correctly and unanswered calls follow the expected voicemail path.