Notes
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In business, answering the phone every day is essential.
Many companies use the transfer function and catch function in order to cultivate trust from business partners and not to miss new business opportunities.
However, some people may not understand how to use the catch function.
Therefore, in this article, we will introduce catches in business phones. We will also explain how to respond when there is a catch, and how to use the hold button and transfer button, so please refer to it.
What is catch on the phone
Catch is a function that notifies you with an interrupt sound when you receive a call from another number while answering the phone. Depending on the service, it may be called “call waiting”.
By using the hook button when you catch a call, you can put the previous call on hold and make a new call with the other party.
It is often used in business settings where many phone calls are made every day.
If you get a catch on your business phone, use the “Hold” button to deal with it
If someone calls you while you are on a business phone, use the hold button to handle it as follows.
- Put a busy outside line on hold
- Respond to and terminate Catch incoming calls
- Continue to handle calls on hold
1. Put a busy outside line on hold
If there is a catch during a call, put a refusal to the other party who is responding first and put the call on hold.
Ask the person you were talking to earlier to say, “I’m sorry, but it looks like there’s another call. Could you please wait?”
Then press the hold button on the business phone and hang up the phone.
In addition, it is rude to the other party if the hold time is long. Don’t always put the previous call on hold when you get a catch, but include the decision to call back as necessary.
2. Respond to and end calls for Catch
After putting the previous call on hold, respond to the catch. As a specific operation method, for example, if the previous call was received on “Taisen 1” and the catch was entered on “Taisen 2”, pressing “Taisen 2” will switch the call.
Let’s ask about the other party’s name, content, person in charge, etc.
Even if the call is addressed to you, it is recommended that you call back if you anticipate that it will take some time to answer the call, as it may keep the other party waiting for a long time.
The point is to complete the catch as quickly as possible.
3. Continue to handle calls on hold
After completing the catch, continue to handle the call on hold.
Depending on the business phone installed in the company, the operation method may differ, but pressing the hold button or outside line button will reconnect the previous call.
How to respond when you want to relay a call | Should you use the transfer button?
If the scale of the company is large, there may be cases where it is necessary to transfer the catch call to another person. In this case, it is important to use the hold button and transfer button on the business phone depending on the situation.
In this section, we will introduce how to respond to “passing a call to someone nearby” and “when the person in charge is not nearby or is absent” .
To transfer a call to someone nearby
If the person you want to transfer to is nearby, put the line on hold.
After hearing the other party’s name and requirements, say, “I understand. I will be transferred to XX (person in charge), so please wait a moment.” and press the hold button on the business phone.
Next, tell the person in charge that you have a phone call, and the transfer is complete.
If the person in charge is not in the company
If the person is not in the office, we will forward the call. Forwarding is the ability to move incoming calls to another number.
If you want to transfer the call, tell the other party that you will put the call on hold.
At this time, if you are not sure whether the employee to whom you are transferring the call will be able to answer the call , it is a good idea to explain, “I understand.
Next, call the employee who will be the intermediary on the phone. When the call is connected to the employee, tell the content of the call you want to transfer.
Once the transfer is approved, the process is to press the transfer button on the business phone and forward the call to the employee in charge.
Also, some call forwarding services allow users to register forwarding phone numbers in advance so that incoming calls can be forwarded even if the company’s employees do not respond.
There is also a convenient service that AI automatically transfers.
The functions that can be used differ depending on the service, so if you are considering introducing a forwarding function, it is a good idea to check it as well.
summary
If there is a catch during the call, get the approval of the other party and press hold to listen to the matter.
If the call is going to take a long time, it is good manners to call back the call that you answered.
Some of the calls I received on catch may not be completed by myself. In this case, it is necessary to transfer it to the employee in charge.
NEC Networks & System Integration offers Canario, which uses AI to automatically transfer calls.
Since AI recognizes the other party’s name and transfers it to the person in charge, the employee does not have to be responsible for intermediary work. In addition, it is equipped with a variety of functions such as simultaneous calling and message text conversion.
If you would like to know more about NEC Networks & System Integration’s call forwarding service, Canario, please feel free to contact us.