Let’s take advantage of the extension phone! Introduce how to hold, transfer, and transfer, and how to deal with it


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One of the things that people often get confused about when they first answer the phone as a member of society is the handling of calls by extension.

Recently, many people mainly use mobile phones or chat apps for calls, and it is common to be able to talk directly to the person without an intermediary.

There are fewer opportunities to use home appliances (ieden), and you may not have many opportunities to take phone calls.

However, when using the office fixed-line phone, there will be an intermediary response to other employees.

An “extension” is used to pass a call you have picked up to another person or to make a call between employees.

Multifunctional telephones called business phones are used for extension lines, and while they are convenient, many people have trouble using them because they do not understand how to use them.

In this article, we will explain the functions of extension phones, how to use them, and how to deal with them.

Please use this as a reference when answering company phone calls.

What is an extension phone

A telephone extension is a telephone network dedicated to an organization.

In order to use extensions, a private branch exchange is installed, or a main unit with switching functions is used to construct an internal telephone network.

The phone used for extension calls is a dedicated phone equipped with a multi-function button called a business phone.

Each phone is assigned an extension number of about 2 to 4 digits, and you can talk to other phones in the company.

In contrast to extension lines, public telephone networks for calling outside are called “outside lines.”

Since the current general extension system is also interconnected with outside lines, it is possible to freely switch between extension and outside lines from the same telephone.

Advantages of extension system

Building an extension system can greatly enhance the convenience of using phones in your organization.

Let’s take a look at the main benefits of an extension phone.

Phones can be grouped and incoming calls can be sorted

With the extension system, you can group multiple phones to ring all at once, and designate phones that ring by department phone number.

for example,

  • Incoming calls to the sales department outside line ring only the phone of the sales department member
  • Set the telephones of concurrent employees to receive calls from multiple departments.
  • Change the ringtone for each department

Incoming calls can be specified in detail according to the department or work in charge, so it is possible to set up so that you can receive the necessary calls at your desk.

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You can transfer without hanging up

External and internal lines are interconnected, so calls from business partners can be routed directly to personnel within the organization.

It’s efficient because you don’t have to hang up and call back when you want to transfer to a distant seat or another department.

No internal call charges

Calls between extensions within an organization are free of charge.

When you want to have a meeting with an employee on another floor, you can have a conversation at your desk without having to move around by using extension calls, and you don’t have to worry about costs.

available for reception

If you install one telephone at the entrance of the office, you can respond to visitors by extension.

Post the extension number list of each department and have the customer call the extension number of the desired department.

Even if there is no receptionist, you can call the department in charge as long as you have an extension.

Basic procedure for answering the phone

From here, let’s check how to actually answer the phone in the office.

pick up the phone

When the phone rings, pick it up as soon as possible.

According to business etiquette, it is desirable to pick up within 3 calls.

When you answer the phone, the first person to answer will give their name.

“Yes, this is XX Co., Ltd. Sales Section 1.”
“Thank you for calling. XX Co., Ltd.”

If you can’t get it within 3 calls, it will be more polite to add an apology like the following.

“Thank you for waiting. It’s 〇〇 Corporation.”

Ask for the name of the person in charge and the business

If the other party asks, “Is Mr. ○○ coming?”

If you do not know who is in charge, listen to the request and decide who should be contacted.

Referral to the person in charge

When referring to other employees, first check the situation.

  • Whether you are in the office (seat)
  • Do you have other plans?
  • Are you available to answer the phone now?

If the person in charge is available, transfer the call.

If you want to transfer the call to an extension, the call will be put on hold, so please say “I will connect you, please wait a moment” before operating the phone.

Absent correspondence

If you are not in the company or busy, do not act as an intermediary on the spot, but inform the other party of the situation.

“XX is out of the house right now. He will be back around 16:00. What would you like to do?” “Unfortunately,
XX is on another call. Would you like me to contact you?”

We will create a phone memo and pass it on to the person in charge.

In order to ensure that the person in charge who receives the message can respond, please record the following items in the memo.

  • date and time
  • Corresponding person
  • Company name of the other party
  • matter
  • Leave a message (request for a call back, tell that there was a call, plan to contact the other party again, etc.)
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Intermediation and transfer operations for extensions

We will introduce how to handle and transfer extensions using business phones.

The general flow is the same, but the button names and operation methods may differ slightly depending on the phone.

For details, refer to the operation manual of your business phone.

[Hold] When answering on a nearby phone

A call placed on hold on a business phone can be resumed from any other phone.

If the person in charge is nearby, you can use the hold function to transfer the call with a verbal message.

  1. Pressing the hold button while on a call causes the corresponding line button lamp to light.
  2. Give a verbal message to the person in charge. “This is a call from 〇〇 of company A. Outside number 1.”
  3. When the person in charge presses the trunk line 1 button on his desk phone, the call is released from hold.

[Forwarding] When forwarding to a specific extension number

If the person in charge is far away or is on another floor, specify the extension number to transfer the call.

  1. Pressing the transfer button during a call puts the call on hold.
  2. Dial the contact’s extension number.
  3. When the person in charge answers the phone, tell them what you need.
  4. When I hang up, the call transfer is complete.

Etiquette when handling phone calls

Even if you are not in charge, the other party is an important customer.

When answering phone calls, try to be pleasant and polite so as not to be rude to the other party.

This section introduces the basic etiquette for intermediaries.

keep the other party waiting

If you are in a hurry with the intermediary, you will steal the other party’s time.

Please take note of the following points to ensure a smooth transfer.

  • Master hold and transfer operations
  • Keep messages brief to avoid long waiting times
  • Call back if you can’t get it right away

Make sure the person in charge is available

Even if the person in charge is in the company, it is not always the case that they will be able to answer the phone immediately.

Even if you are at your desk, you may be on another call, in a web conference, or busy.

Instead of taking the call unilaterally, let’s confirm whether it’s okay to transfer the call now and then transfer it.

Be careful not to forget to hold or make an operation mistake

  • I forgot to put it on hold and left it
  • I hung up the phone without confirming that it was on hold, and the call ended up being disconnected.
  • I lost track of what number I put on hold

Such mistakes are common during hold and transfer operations.

Not only do you need to get used to the operation, but when responding, do not panic, stay calm and carefully perform each operation.

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What is “Canario”, where AI responds to telephone calls?

Extension phones are a very convenient system, but they are complicated to operate due to their many functions, and it takes some getting used to.

NEC Networks & System Integration Corporation’s “Canario” is a phone support service that meets the needs of companies that say, “If only there was an easier way to relay calls…”.

“Canario” is a service in which AI responds to telephone calls on behalf of your company’s employees.

  • Messages are converted into text and notified by message
  • Voice recognition of the other party’s utterance and transfer to the mobile phone of the person in charge
  • If the person in charge is not specified, the group will be called all at once.

No need for troublesome hold or transfer operations. It is an epoch-making service that supports AI and can automate call handling.

Since troublesome sales calls and nuisance calls are also shut out, there is no need to worry about dealing with unnecessary calls.

Article Summary

office extension phone

  • Group calls and detailed incoming settings are possible
  • Forward incoming calls to other phones
  • Free calls within your organization

It is a telephone system that is excellent in cooperation when answering calls with multiple people.

While it is extremely versatile and can be used in a variety of ways depending on your ingenuity, you may find it difficult at first to get used to operating it.

If you want to simplify the brokerage and transfer flow, we recommend automating it with the AI-powered telephone support service “Canario.”