Explaining the mechanism and functions of internal and external call forwarding! Introducing recommended services


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

In business, it is no exaggeration to say that the smart use of call forwarding leads to improved operational efficiency.

However, there are many companies that have not yet introduced a call forwarding function because they are busy with their daily work.

Therefore, in this article, we will explain about call forwarding. Let’s take a look at how call forwarding works and what the benefits are.

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

This is a must-see for those who are dissatisfied with or have problems with answering phone calls or companies that do business with a lot of phone calls.

Call your business phone to another number? How Call Forwarding Works

Call forwarding, as the name suggests, is a feature that forwards incoming calls to another number.

In business, it is very common to communicate with customers over the phone. However, not all companies have employees who specialize in answering phones. So, for example, if an employee is out of the office and the company’s landline receives a call, it may not be possible to respond.

Call forwarding is useful in such cases.

If you set the number you want to forward in advance, you can forward the incoming calls of the telephone installed in the company etc. to the employee’s mobile phone etc.

There are two types of call forwarding: internal line forwarding and external line forwarding. Each has a slightly different function, so let’s check the differences here.

How to use extension transfer

<p>Extension transfer is a function to transfer incoming calls using an internal extension. Since it is a basic function of a business phone, many people may already be using it. 

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For example, if you receive an incoming call from a customer on an outside line and want to transfer it to another employee, press the hold button and make an extension call to the employee in charge to request a response.

An employee who has been asked to handle an outside line can press the button on hold to make a call.

By the way, the extension is assigned to all extension telephones connected to the main PBX. The number assignment is different depending on the model.

How to use external line forwarding

As mentioned earlier, forwarding calls is a function that forwards calls to another number when there is an incoming call on an outside line. We not only support landline to landline forwarding, but also landline to mobile and smartphone forwarding.

There are two types of external line forwarding, and the mechanisms differ slightly between external line manual forwarding and external line automatic forwarding .

What is the mechanism of external line manual transfer?

Manual call forwarding is a mechanism that forwards incoming calls to the company’s fixed line to another number by outside line.

For example, let’s consider a situation where the employee in charge is not at the company when a customer calls an outside line.

In this case, the person receiving the call presses the forwarding button on the business phone and tells them that the person in charge has been contacted by the outside line.

When the person receiving the call hangs up the phone, the line of the employee in charge who receives the call switches to the call with the customer.

What is the mechanism of automatic forwarding of external lines?

Automatic call forwarding is a mechanism that forwards incoming calls to a business phone installed in a company to a preset number. You don’t have to deal with the business phone that rings first.

With this system, you don’t have to leave an employee as a phone number in the company.

If the forwarding destination is unable to answer the call, it is common to have a service that notifies you by e-mail to that effect.

For example, with Canario ‘s call forwarding service, you can set notifications not only for emails, but also for communication tools such as Slack and Skype. However, very interesting alternatives have emerged to the well-known Microsoft teams.

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What are the benefits of introducing an external call forwarding service to your company?

If you use the external line forwarding service, the number of cases where you cannot answer incoming calls will be reduced. It will save you the trouble of having to call back later.

In addition, even if the forwarded outside line cannot be answered, the fact is notified, so the employee who answered the call first does not need to write down the contents of the conversation, etc. as in the past.

Especially in modern times, telework is progressing due to the influence of the new coronavirus. Despite the corona crisis, there will be inquiries from customers and others on the company’s business phone.

In such cases, it is very convenient to use the external line forwarding service.

Mobile phone carriers and others offer external line forwarding services, so please consider using this opportunity.

NTT East Japan 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

Introducing NEC Networks & System Integration’s Canario

NEC Networks & System Integration offers Canario, an AI system that automatically assigns incoming calls to company business phones to employees in charge.

By having AI recognize the name, the intermediation and transfer are all done automatically.

Also, if you set mobile phone numbers in advance, you can call multiple phone numbers when an outside line comes in. It can be said that it is a function that can avoid the burden of answering telephone calls from becoming a burden on one person in charge.

In addition, we also support confidential calls that allow you to make calls while keeping your private number confidential. Call charges are borne by the company, so employees do not have to pay their own phone charges.

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By introducing Canario, business phone-related operations will become smoother.

If you would like to know more about Canario, such as how to apply or how to set it up, please feel free to contact us.


Call forwarding is a mechanism that allows you to forward incoming calls to your company’s business phone to another number. There are two types of forwarding: internal line forwarding and external line forwarding. We recommend actively using external forwarding, especially in companies where employees come and go frequently.

If you want to transfer external calls more smoothly, consider using NEC Networks & System Integration’s Canario.

It also helps improve work efficiency because employees don’t have to handle and transfer calls.