How to transfer calls with PBX? Recommended services that can solve problems with telephone exchanges


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When introducing a business phone in a company, PBX is often installed.

If you have a PBX, you will not only be able to receive external calls, but you will also be able to make extension calls between business phones installed in the company, but in fact you will also be able to use the forwarding function to external calls.

So, in this article, I will show you how to transfer calls through PBX.

We will also look at the problems that occur when transferring to an external phone with a PBX and how to solve them, so please refer to them.

What is PBX

PBX is an abbreviation for Private Branch eXchange, which is a telephone exchange.

Refers to a system that manages and controls external line connections and connects extension lines.

It is often installed in companies, call centers, etc. that require a large number of telephone calls.

Cloud PBX is also attracting attention

A cloud PBX is a system that functions like a telephone exchange on the Internet.

Unlike the PBX mentioned above, there is no physical PBX.

An increasing number of companies are deciding to introduce cloud PBX because it can be used as long as the Internet environment is in place.

On the other hand, there are also disadvantages such as the call quality being affected by the Internet environment .

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How to transfer external calls with PBX

There are two methods of transferring external calls through PBX: manual external call transfer and automatic external call transfer .

Let’s check how to do each.

External line manual transfer

External line manual forwarding is a method of manually forwarding incoming calls addressed to business phones installed in the company to a pre-registered number.

The detailed operation method differs depending on the business phone, but the general flow is as follows.

  1. receive an incoming call
  2. press hold button
  3. Select (or enter) a forwarding number
  4. Communicate the matter to the forwarding party
  5. Press the connect button (or transfer button) to transfer the outside line

Automatic call forwarding

External line automatic forwarding is a system in which incoming calls addressed to a business phone installed in a company are automatically forwarded to a pre-registered number.

Although it is necessary to register the forwarding number in advance, it eliminates the need for human intervention during forwarding.

Business phone calls do not ring while the call forwarding function is in use, so employees working at the company can concentrate on their core business without worrying about the phone.

What are the PBX challenges?

At first glance, PBX seems to have no drawbacks, but there are some issues with forwarding external calls.

call charges apply

Transferring external calls through a PBX will incur charges as it uses the company’s line.

It is not uncommon for the caller to be transferred to be unable to answer the call, or if the call is transferred to a smartphone, more call charges will be incurred.

Requires 2 or more lines

In order to transfer outside calls using PBX, you need a line to receive calls from outside and a line to transfer calls.

Therefore, without at least two lines, you can’t even dial an outside number to another number in the first place.

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In the case of a company that receives a lot of outside calls, even if there are two or more lines, the lines may be filled with normal phone calls.

In this case, it is not possible to transfer external calls, which does not lead to improvement in work efficiency.

Recipient cannot verify caller number

When forwarding an outside call to another number through the PBX, the forwarding number will be notified to the forwarding number.

In general, it is not possible to check the caller’s number on the forwarding phone, so it may be inconvenient when calling back.

In the case of external line manual forwarding, it is necessary to take measures such as notifying the number of the caller to the forwarding employee by e-mail or using a service that allows the caller’s number to be confirmed at the forwarding destination .

It is recommended to solve the problem with the call forwarding service Canario

Canario is a dedicated call forwarding service provided by NEC Networks & System Integration Corporation.

AI recognizes the name and automatically skips the outside line.

In addition, it is equipped with many convenient functions such as calling multiple numbers at the same time and converting the other party’s message into text and sharing it.

There is a possibility that costs such as call charges can be reduced, and there is no need to prepare multiple lines like PBX.

You can also check the caller’s number at the forwarding destination, so please consider using Canario on this occasion.


PBX is a telephone exchange, and is often installed in companies that need to handle a large number of telephone calls.

With a PBX, you can connect and manage external lines and connect extension lines.

There is also a method of transferring external calls using PBX, but there are problems such as high call charges and being unable to confirm the number of the caller at the transfer destination.

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One way to solve this problem is to introduce a call forwarding service.

For example, with NEC Networks & System Integration’s Canario, it is possible to check the caller’s number even from the forwarding destination while keeping down costs such as call charges.

If you would like to know more about Canario, please feel free to contact us below.