How to use the hook button on business phones and how to transfer calls

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Business phones have rows of buttons for switching between internal and external lines in the office and for handling simultaneous calls on multiple lines.

The type and name of the button varies slightly depending on the model and manufacturer, but some models have a button called “hook”.

It seems that many people have never used or don’t know how to use this button called “Hook”, because it is difficult to imagine how to use it from the name.

What is hookswitch hooking


First, let’s check the etymology of “hook”.

In old telephones, the place to put the receiver was a hook.

The state in which the handset is put down is called “on-hook”, and the state in which the handset is lifted is called “off-hook”.

Modern phones don’t have hooks, but they do have a switch where you rest the receiver.

This switch is called a “hook switch”.

The hookswitch is often used to hang up, but a short press puts the call on hold.

This is called “hooking”.

Hook button function


The hook button is a button that puts the phone into a hooked state.

Since call and hold are switched each time the button is pressed,

  • Reserve・Release
  • Reply to catch

It can be used in situations such as

The hookswitch works the same, but a long press hangs up the phone.

It is safer to use the hook button than the hook switch on phones with a hook button to avoid the accident of .

Reserve・Release

During a call, press the hook button once to put the call on hold and press it again to release it.

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You can also transfer calls to others while they are on hold.

Reply to catch

Since business phones use multiple lines, another call may come in during a call.

For example, if you are on a call on “Taisen 1” and receive a call on “Taisen 2”.

If you want to answer a new incoming call without hanging up the current call, press “Hook” to put it on hold and then press “Tsuji 2” to answer the call on Ts2.

After finishing the call, press the “Outline 1” button to return to the original call.

How to forward a call on a business phone


Let’s take a look at how to “transfer”, which is often used when answering calls.

Basically, it is the same to put the call on hold and then transfer it, but the transfer can be broadly divided into “ transferring to the extension number of the person in charge” and “method of having the person in charge cancel the call on hold”. It is necessary to use properly .

Transfer by extension number

This is the procedure for transferring by specifying the extension number of the person in charge. It is mainly used when transferring to another floor or a person in charge who is far away.

  1. Press the hook button during an external call to put the call on hold.
  2. Dial the extension you want to transfer the call to.
  3. When the person in charge of the transfer destination answers the call, the call becomes an extension call. Communicate your needs to the other party and request a response.
  4. Hang up the handset to complete the forwarding of the external call.

forward to someone nearby

When transferring a call to someone on the same floor or in a nearby seat, the transfer is completed simply by asking the other party to cancel the held call.

With this method, there is no need to look up the extension number and dial it, and you can speak to the caller.

use outside line button

This is the operation method for phones with multiple trunk line buttons such as “Tsuji 1” and “Tsuji 2”.

  1. When a trunk call is put on hold, the trunk line in use (the button for trunk line 1 if the call was on trunk line 1) flashes.
  2. Inform the person in charge of the matter and that it is on hold at “Outline 1”.
  3. The caller can transfer the call by picking up the handset on another telephone and pressing the “Tsuji 1” button.
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Use park hold button

Phones with a button labeled “Park Hold” allow attendants to select and park any number on hold.

  1. Press any park hold button (e.g. “park hold 1”) during an external call to put the call on hold.
  2. The “Park Hold 1” lamp flashes.
  3. Inform the representative of the matter and that it is being held in “Park Hold 1”.
  4. The call is transferred when the agent lifts the handset on another phone and presses the “Park Hold 1” button.

Notes on hooking and call forwarding


A business phone that allows you to freely switch between an outside line and an extension line, or transfer them to another phone.

However, if you do not fully understand the operation or are not accustomed to using it, an unexpected accident may occur.

For example, special attention should be paid to the following points:

  • If there are multiple incoming calls at the same time, the lamps for multiple outside lines will light up, making it easy to mix them up. Always check the number of buttons you hold
  • Be careful not to forget to cancel the hold
  • Get the other party’s approval when you go out to catch, and turn back when it looks like it’s going to be too long
  • When using the hookswitch, be careful not to hang it up too long

It is often difficult to know what happens to a forwarded call and how the other party hears it unless you actually experience it .

Instead of starting to use it immediately in practice, it is safe to use it after testing it with the cooperation of members in the company.

See also  This is the most convenient way! Comparison of types of call forwarding, introduction of settings and usage

Article Summary

The “hook” button on business phones is used to put a call on hold, transfer a call to an extension number, answer a call waiting, etc.

In departments with many incoming calls, it is essential to master the transfer function of business phones.

NEC Networks & System Integration’s “Canario” can automate the primary reception and forwarding of complicated calls using AI.

Installation is completed with simple settings, and there is no need to learn complicated operations.

Please experience the AI ​​phone compatible service using the latest technology.

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