“Can the other party understand?” Call forwarding mechanism, basic usage, recommended service introduction

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This article describes general efforts, and does not introduce the efforts of NEC Networks & System Integration. Please note.

VoiceWarp® is a trademark of the automatic call forwarding service for NTT East/NTT West landlines and Hikari Denwa.

Business phones have a function that allows a telephone that receives an outside line to relay to another landline or mobile phone. That’s call forwarding. If you use the call forwarding function wisely, it can be a convenient way to improve your work efficiency.

However, some people may feel uneasy about what they hear on the other party’s phone.

Therefore, in this article, we will explain how call forwarding works and how to use it .

We will also introduce recommended services if you want to transfer calls more smoothly.

If you forward a call with a business phone, will the person you called know?

In conclusion, the other party may or may not be able to understand the call forwarding of the external line by the business phone .

Specifically, in the case of internal transfer, the other party knows that the answering party has transferred the call.

On the other hand, if the call is forwarded automatically, the caller will not know that the call has been forwarded.

Explain the difference between extension transfer and outside line transfer

As mentioned earlier, there are two types of call forwarding: internal line forwarding and external line forwarding.

This section explains the differences in each function.

What is the extension transfer function?

Business phone extension transfer is a method of transferring a call to another employee using an internal extension.

Specifically, if an employee who receives an external call cannot answer the call, press the hold button on the business phone. Then, a hold tone will be heard on the other party’s phone. In the meantime, the employee who receives the outside call uses the extension to contact the employee who can answer the call and asks for an intermediary.

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After that, if the employee who receives the call on the extension presses the hold button on the business phone (or a designated outside line button), the held outside line can be called.

As you can see from the flow above, when transferring an internal line, first talk with the other party, tell them that the call will be put on hold, ask another employee to handle it, and that employee will answer the outside line.

Therefore, extension transfer is a mechanism that allows you to know that you are transferring the call to the person who contacted you.

What is the external line forwarding function?

External call forwarding is a function that forwards incoming calls to a company’s business phone to another number that has been registered in advance.

There are several types of call forwarding, but call forwarding after answering and call forwarding are common.

Transfer after answering takes a call with an in-house business phone, and then relays it to the person in charge on an outside line. As long as there is someone to answer the phone at the company, it is characterized by being able to respond even if the employee in charge is out of the office. From the other party, you can tell that the call will be transferred after talking to another person once, so you can see that the call has been transferred.

Call forwarding, on the other hand, eliminates the need to answer calls on your company’s business phone . : forwarding without answering, which forwards the call to another phone after ringing the business phone that is the source of the transfer.

In either case, the caller will never know that the call has been forwarded.

Due to the spread of telework due to the corona crisis, an increasing number of companies are introducing external line transfer services. Basic usage is often easy to understand, so it is a good idea to compare prices and functions.

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What are the recommended call forwarding services?

Call forwarding services are provided by each company. As a result, you may be at a loss as to which service to use without knowing the difference.

Below are the main call forwarding services offered by carriers. This is a summary of simple features, so please use it when considering where to use it.

NTT East Softbank KDDI Hikari Direct (au)
Service name Automatic call forwarding service “Voice Warp” Multifunctional forwarding service call forwarding service
feature ・Monthly usage fee: 880 yen including tax ・Installation fee: Free *Automatic call forwarding service “Voice Warp” subscriber phone, office use ・Unconditional forwarding, no-answer forwarding, remote control possible ・Monthly fee: 880 yen including tax/number ・Installation fee: Free ・You can select forwarding when no answer, forwarding when busy, etc. ・Monthly usage fee: Free ・Application: Not required ・You can select the type of transfer such as full transfer or no-response transfer

AI recognizes the name and automatically skips the other party’s phone ?

Canario is a service provided by NEC Networks & System Integration Corporation. A major feature is that the AI ​​​​automatically takes over the calls received on the business phone .

For example, let’s say a customer calls your company’s business phone. Then, voice guidance flows from the phone mouth. The customer follows the instructions and tells the AI ​​​​the name of the person in charge, and the call is transferred to the appropriate person.

You don’t have to worry that the person who called you will be confused about how to use it. It is very convenient for employees to receive calls addressed to them even when they are not at the office.

In addition, it is equipped with functions such as simultaneous calling and confidential calling.

If you are spending a lot of time handling business phone calls by extension, or if you are looking for a service that allows you to transfer external calls smoothly, please take this opportunity to consider using NEC Networks & System Integration’s Canario. Why don’t you try it?


If you use call forwarding, it will not be known that you are forwarding the call to the other party who is the caller. On the other hand, extension transfer always requires the time and effort of receiving a call on a business phone and then relaying it to the person in charge.

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Due to the corona crisis, an increasing number of companies are using telephone forwarding services that can forward external lines.

There are several services, but if you want to keep costs down and improve work efficiency, we recommend NEC Networks & System Integration’s Canario .

AI recognizes the name of the other party and transfers it to the appropriate person, so business can proceed smoothly without human intervention. If you would like to know how to use NEC Networks & System Integration’s Canario or find out more about it, please feel free to contact us.