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Business phones are equipped with hold and transfer features.
Once you learn how to hold and transfer a simple business phone, there may be people who have never used it or who don’t know the difference.
This time, we will explain how to use the hold function and transfer function, which are the basic functions of business phones. It also introduces the difference between holding and forwarding, and convenient services, so please use it as a reference for telephone business.
Describe the basic functions of a business phone, hold and transfer
Most business phones come with hold and transfer features.
Here, we will explain how to use each of the hold button and the transfer button. In addition, we will introduce the transfer button in detail about external transfer.
How to use the hold function
Hold is a function that puts a call on hold temporarily by pressing the hold button when handling an incoming call. While the call is on hold, a melody plays and the other party cannot hear your voice.
In addition, the call will not be disconnected even if the handset is put down. If you want to resume the call, you can basically cancel the hold by pressing the hold button again.
The hold function is a standard function that is installed in almost all business phones, but the operation method and the presence or absence of the hold button differ depending on the manufacturer and model. Please check the manual or contact the manufacturer to put it on hold.
Business phone hold button usage example
We will introduce an example of using the hold function of a business phone.
Here are some common reasons to use the Hold feature on your business phone:
- When confirming the content of an inquiry over the phone
- When transferring a call to a nearby representative
Depending on the content of the inquiry, it may take some time to confirm the customer information and the details of the previous inquiry. When you need to read materials or check with other employees, you can use the hold function of your business phone to make the caller (the person who called you) wait for an answer.
You can also use the Hold feature if you have an employee nearby who you would like to pick up the call from. If the employee you want to take the call is nearby, press the hold button on your business phone and tell the person in charge that you have an incoming call. Then, the person in charge presses the hold button on the phone to cancel the hold, and the call can be made as it is, and the intermediation is completed.
However, there are times when the employee who wants to take the call is in another room or on another floor in the company and it is difficult to verbally take the call. In such cases, use extension transfer.
How to use the external line forwarding function
There are two types of forwarding functions for business phones.
- extension transfer
- External line transfer
This time, I will explain in detail about external transfer.
The external line forwarding function refers to the function to transfer the incoming call on the company’s landline to the person in charge when you want to transfer the call to the person in charge outside the company.
If you want to transfer the incoming call to someone outside the company, press the forward line button instead of the hold button introduced earlier. After pressing the forward line button, the call will be put on hold, the melody will play, and the other party will not be able to hear your voice.
How to operate the external line forwarding button on a business phone
- Answer the phone and ask for business
- press outside line button
- Dial the contact’s phone number (smartphone, home landline number, etc.) and tell them your phone requirements
- Press the “Connect” button to release the hold and transfer the call to the person in charge
- A representative answers the call
For example, if the person in charge who should handle the call is not nearby, if the person in charge is teleworking, or is out of the office, the hold or extension transfer function cannot be used to handle the call. You need to hang up the call from the caller, tell the person in charge that you received the call, and then the person in charge will call you back.
However, by using the forwarding button, the representative can directly answer the customer or business partner’s call.
Some of you may be thinking, “With this forwarding button, I can receive calls from anywhere!” However, in order to forward the call to an outside line, it is necessary for an employee to handle the call within the company.
Telephone agency work stops the original work, so it may reduce the work efficiency of the employee who takes the call. Also, I cannot affirm that there is absolutely no message mistake.
Therefore, I would like to recommend “Canario”, a call forwarding service that allows you to receive external calls from customers and business partners directly on the mobile phone of the person in charge.
It is recommended to use the call forwarding service “Canario”
“Canario” is a call forwarding service provided by NEC Networks & System Integration.
There is a function that AI recognizes the name of the person in charge and automatically forwards it when the customer or business partner who calls tells the name of the person in charge according to the voice guidance. You can take calls addressed to yourself even if you are not in the office, because the agency and transfer are performed automatically at the same time.
In addition, there are no restrictions on terminals such as “fixed line only” or “mobile phone only” such as iPhones and smartphones, so there is no need to purchase additional equipment when introducing the service. It can be said that the cost can be reduced and the telephone business can be made more efficient.
There is also a function that can notify the business chat of the history of telephone brokerage. You can check whether the call has been answered, so you can prevent missing calls and delays in responding.
As you can see, Canario is equipped with a wealth of convenient functions related to telephone brokerage and forwarding. If you are thinking of introducing a call forwarding service, please feel free to contact us.
Article Summary
This time, I explained how to use the hold function and external line forwarding function, which are the basic functions of business phones.
Main uses of the hold function and forwarding function are as follows.
- Hold is used when confirming the content of an inquiry over the phone or when transferring a call to a nearby person in charge.
- External line forwarding is used when a call received by the company’s landline is transferred to the person in charge.
In addition, it is necessary for employees to handle calls within the company for outside line transfer.
By using the telephone forwarding service “Canario” provided by NEC Networks & System Integration, it is possible to receive external calls from customers and business partners directly on the mobile phone of the person in charge.