[How to forward calls within the company] Thorough explanation of how to smartly forward external calls


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The phone installed in the company receives a large number of calls from various parties every day.

It’s not uncommon for callers to have to forward a call to the appropriate person for the call, whether it’s someone related to the company, a customer, or something else.

However, you may not be familiar with how to use the telephone installed in your company, and you may not know how to use the buttons or how to transfer internal and external calls.

Therefore, in this article, we will explain how to transfer calls in a company or business.

Let’s also check the basic functions of business phones that are often installed in the company.

In-house call forwarding is basically done using business phones

A business phone is a device that combines two main units and a dedicated telephone.

By preparing a telephone, you can make a call through the main unit.

A unique feature of business phones is that they are equipped with many functions that home phones do not have, such as extension calls and forwarding of external lines.

Business phones are generally used when the number of employees and the number of telephones installed in the company are large.

Introducing the main functions and methods of business phones

So, what specific functions are installed in the business phones that are often installed in the company?

This section introduces the main usage of the following three functions.

  • on hold
  • extension transfer
  • External line transfer
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on hold

Hold refers to the ability to temporarily pool incoming calls. If you are on hold, your voice and sound will not be transmitted to the other party.

For this reason, hold is often used when checking with nearby employees or when relaying calls.

Home phones also have a hold button, but the difference is that the hold function of business phones, which are often installed in offices, does not hang up even when the receiver is hung up.

extension transfer

Extension transfer refers to the function of transferring an incoming call to another business phone installed in the company after picking up the handset.

The basic flow for extension transfer is as follows.

  1. Pick up the handset to answer the call
  2. After listening to the content, press the extension transfer button
  3. Dial the contact’s extension number
  4. Inform the person in charge of the incoming call
  5. Hang up the handset (the held call is automatically transferred to the person in charge)
  6. A representative answers the call

If you have a person in charge in your company, you can use the extension transfer function of your business phone to quickly transfer the incoming call.

However, in order to use extension transfer, the same hardware must be installed at the transfer destination and the transfer source.

For this reason, if the environment is such that it is difficult to pick up a business phone, such as when there are no employees in the office, please be aware that extension calls cannot be transferred.

External line transfer

Call forwarding is a method of forwarding an incoming call addressed to a business phone installed in a company to a cell phone or landline phone of the person in charge via an outside line.

Unlike extension transfer, you can transfer incoming calls even if the person you are transferring to is out of the office.

The general procedure for forwarding external calls on business phones is as follows.

  1. Pick up the handset to answer the call
  2. After listening to the content, press the external line transfer button
  3. Dial the contact person’s number (e.g. mobile phone, home landline, etc.)
  4. Inform the person in charge of the incoming call
  5. Press the “connect button” (the held call is automatically transferred to the person in charge)
  6. A representative answers the call
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What is a more convenient way to transfer incoming calls to an internal phone to an outside line?

So far, we have introduced methods for transferring incoming calls addressed to business phones installed in the company, but in all cases, it is basically necessary for an employee in the company to relay the call.

Many of the employees who answer the phone have other duties, so if you have to forward a lot of calls, it may take away the time you can devote to your main job.

A convenient way to solve these problems is the call forwarding service “Canario” provided by NEC Networks & System Integration Corporation.

With Canario, AI takes over the phone

Canario is a service that AI recognizes the name of the person in charge and automatically forwards the incoming call.

Since it is responsible for both the work of intermediary and transfer, there is no need for employees to work unlike the transfer methods introduced so far.

The point is that it not only reduces the burden on the employee who answered the phone first, but also allows you to respond to incoming calls addressed to you even if you are not in the office.

In addition to this, Canario is equipped with many useful functions.

Function name content
Message text conversion AI converts phone messages that could not be answered into text and notifies you
mass call Call the numbers of all members of the organization all at once when there is an inquiry with an unknown person in charge
Business hours setting AI substitutes for phone numbers outside business hours
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We introduced how to transfer incoming calls using business phones that are often installed in the company.

Please note that the operation of the business phone differs depending on whether the call is transferred using an extension line or an outside line.

If you often have incoming calls directed to a telephone set up in your company forwarded to another number, it is one way to use a forwarding service on this occasion.

With NEC Networks & System Integration’s Canario, employees can save the trouble of holding calls, transferring calls to extensions, and transferring calls to external lines.