Use this article to prepare your Sync phone service before you are away from work. You can forward calls to an external number for a specific date range, update your voicemail greeting, and enable voicemail-to-email so missed calls are easier to manage.

Choose your out-of-office routing method

Before you update your settings, decide how incoming calls should be handled while you are away.

Open your Profile Settings

Open your Profile Settings to update your personal Call Forwarding and Voicemail settings.

1. Open the Sync app.
2. Click your profile icon in the top right corner.
3. Click your name under Profile Settings.

Forward calls during a date range

Use a custom Calendar interval when you want calls to forward to an external number only while you are out of office. Calendar intervals are useful for vacations, temporary coverage, or planned time away from work.

1. From Profile Settings, click the Call Forwarding subtab on the left side.
2. Ensure the Call Forwarding toggle is enabled.
3. Add the external number that should receive your calls while you are away. 
   External numbers should be entered as full 11-digit phone numbers. For example: 16135551234.
4. Open the Call Forwarding Option dropdown menu.
5. Select Forward Only.
6. At the top of the configuration menu, click the Custom toggle.

Create a Calendar date range

Create a Calendar interval to choose the exact dates when out-of-office forwarding should be active.

1. Click Add Calendar Interval.
2. Click the Calendar icon in the date field.
3. Select the start date and end date for your out-of-office period.
4. Set the time range for the interval, or click All Day to forward calls for the full date range.
5. Click Save before leaving the Profile Settings menu.

Update your voicemail greeting

Update your voicemail greeting so callers know you are away and understand when they can expect a response.

1. From Profile Settings, click the Voicemail subtab on the left side.
2. In the Greeting section, preview your current greeting.
3. Choose one of the available greeting options:
   • Default Voicemail Greeting
   • Custom Voicemail Greeting
   • Record Greeting via Phone
4. Record or upload your out-of-office greeting.
5. Click Save.

Enable voicemail-to-email

Voicemail-to-email sends voicemail notifications to your email inbox, which can make missed calls easier to review while you are away.

1. From Profile Settings, click the Voicemail subtab on the left side.
2. Ensure your voicemail inbox is enabled.
3. Enable the toggle labelled Email me when I get a new voicemail.
4. Select which details 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, if available.
   • Include Caller Details – includes caller information, such as phone number and call details when available.
5. Click Save.

Admin options for Team Members

Sync Administrators can update some Team Member call routing and voicemail settings from the Sync Settings portal. Admin updates are useful when a Team Member is away unexpectedly or needs help preparing their out-of-office routing.

Administrators may be able to update a Team Member’s forwarding behaviour, voicemail settings, or related call handling options, depending on the Team Member’s licenses and company permissions.

Tips and troubleshooting

Use the table below to review common out-of-office setup issues before changing your forwarding schedule or voicemail settings.