Team Members are user accounts within your Sync organization. Each Team Member represents an individual user with a unique extension and access to assigned business communication tools.

Manage Team Members

Administrators manage Team Members by assigning extensions, phone numbers, licenses, permissions, devices, and user-level calling settings.

Within the Sync Settings portal, the Team Members page provides a centralized view of users in your organization, including names, extensions, email addresses, departments, ring group status, directory status, and available administrator actions.

The following features are highlighted in the image above:

1. A search bar allows you to quickly find a Team Member.
2. Bulk upload options are available for adding multiple Team Members.
3. The Add Team Member button creates a new user.
4. Edit and delete actions are available for each Team Member.

The number above the Add Team Member button represents the remaining capacity to create users. In the example below, the organization has 36 available user slots.

Edit Team Members

Administrators can edit Team Member details, manage assigned numbers, adjust permissions, and configure user-level calling settings.

From the Team Members page in the Sync Settings portal:

1. Find the Team Member whose details you want to update.
2. Click the Edit pencil icon.
3. Update the desired fields.
   1. Profile information — Update the Team Member’s name, email address, service address, time zone, or profile details.
   2. Company — Update the Team Member’s extension, assigned phone numbers, outbound caller ID, department, and directory settings.
   3. Licenses — Review the licenses and feature access assigned to the Team Member.
   4. Call forwarding — Configure forwarding rules, forwarding numbers, ring behaviour, call screening, and related forwarding options.
   5. Call options — Configure user-level call recording options.
   6. Devices — Assign or manage desk phones and other supported calling devices.
   7. Voicemail — Update voicemail inbox settings, greetings, voicemail-to-email options, and voicemail access.
   8. Personalized Hold Music — Configure user-specific hold music when available.
4. Click Save to apply your changes.

Profile information

The Profile Information tab contains the Team Member’s core identity and account details. Administrators can review or update user details such as name, email address, service address, time zone, and profile information.

This tab also includes account access actions, such as resending the Welcome Email or forcing a password reset when a Team Member needs help accessing Sync.

Company

The Company tab controls how the Team Member appears and functions within your organization. Administrators can manage the user’s extension, assigned phone numbers, department, outbound caller ID, and Company Directory settings.

These settings affect how other users and callers identify, reach, and route calls to the Team Member.

Licenses

The Licenses tab shows the feature licenses assigned to the Team Member. Licenses determine which Sync features and services are available to the user.

Review this tab when a Team Member cannot access an expected feature, or when confirming whether the user has the correct service package for their role.

Call forwarding

The Call Forwarding tab controls how incoming calls are redirected when the Team Member does not answer, is unavailable, or uses forwarding as part of their regular call flow.

Administrators can configure forwarding rules, forwarding numbers, ring behaviour, and call screening options. These settings should be reviewed carefully because forwarding behaviour can affect voicemail routing, mobile device ringing, and how callers reach the Team Member.

Call options

The Call Options tab contains additional user-level call handling settings. In this view, Administrators can manage whether call recording is enabled for the Team Member.

Call recording settings should be managed according to your organization’s internal policies and applicable compliance requirements.

Devices

The Devices tab displays the calling devices associated with the Team Member. Administrators can review assigned devices and manage device-related calling behaviour.

Use this tab when assigning a supported desk phone, confirming a user’s device configuration, or troubleshooting whether a Team Member’s calls are reaching the correct device.

Voicemail

The Voicemail tab controls the Team Member’s voicemail inbox and voicemail-related settings. Administrators can review whether voicemail is enabled and manage available voicemail options for the user.

Use this tab when configuring voicemail access, voicemail greetings, voicemail-to-email behaviour, or other voicemail settings for the Team Member.

Personalized Hold Music

The Personalized Hold Music tab controls the audio callers hear when this Team Member places a call on hold. Administrators can review or configure user-specific hold music when the feature is available for the account.

Personalized hold music applies at the Team Member level and may differ from company-wide hold music settings.