“Cloud PBX” changed the concept that “fixed phone support and extension calls cannot be done unless you come to the office”.

By moving the PBX (telephone exchange), which was previously installed in the company, to the cloud, it has become possible to transfer landline calls to network devices such as smartphones and personal computers, and to make extension calls between smartphones. rice field.

In this article, we will explain how to use cloud PBX to make your smartphone an extension and use it like a business phone.

What is a PBX (telephone exchange)?

PBX (Private Branch Exchange) is a telephone exchange, and it has the role of controlling the connection of multiple lines and telephones.

For example, in the office, the desks of members of the accounting department are designed to ring the outside line of the accounting department.

When you make a call, it will be a call from the number of the Accounting Department.

While separating incoming calls in this way, it is also possible to answer on behalf of someone else when the extension line of another desk or the outside line of another department is ringing .

PBX can be said to be an indispensable system for cooperating between employees and efficiently responding to calls.

What is “Cloud PBX” that is attracting attention now?

The traditional PBX was an on-premise type, installed in the office premises.

On-premise PBX can only control lines within the facility, so it must be installed at each site and cannot support calls between other sites or telework.

A service that can overcome this disadvantage is “Cloud PBX”.

Cloud PBX is a PBX system built on the Internet and made accessible online.

Smartphones and PCs can be used as extensions

On-premise PBX requires a dedicated phone, but cloud PBX, which uses Internet communication, allows smartphones, tablets, computers, etc. to be used as extension phones.

It is an image of using a business phone used in the office with a smartphone.

By operating from the dedicated app, it is safe to communicate separately from the phone number of the smartphone.

Free transfers and internal calls

If you forward an incoming call to a landline phone to a mobile phone during telework, you will be charged for calling from the company to the mobile phone.

Also, if you use a mobile phone to communicate with employees outside the company, you will be charged for the mobile phone call.

Cloud PBX uses a dedicated app to make the device an extension, so all outgoing and incoming calls using the app are handled as an extension .

Communication is done via the Internet, so you can reduce communication costs by not incurring charges even if you use forwarding or extension calls.

cost savings

On-premises PBXs have high initial costs and require regular maintenance and replacement.

Since it is installed for each facility, the more locations there are, the more expensive it will be.

Cloud PBX does not require the purchase of equipment or large-scale construction, so initial costs can be greatly reduced.

Another big advantage is that you don’t need to do your own maintenance.

Can be forwarded to multiple numbers

Some call forwarding services only allow you to choose one phone number to forward calls to.

In such a case, if you try to respond to the company’s landline phone by telework, the telephone response will be concentrated on one person designated as the transfer destination.

With Cloud PBX, you can specify multiple phone numbers as forwarding destinations, so you can also call by department or group .

If the call is not addressed to you, you can forward the call from there to an extension, and even telework can handle the same phone calls as in the office.

You can make calls using your company number

I think some people are reluctant to have their smartphone number notified to the other party when they have to call back for telework.

Cloud PBX allows you to make calls using your company’s landline phone number if you make a call from a dedicated app, so you can make calls without letting the other party know your personal number.

Of course, there is no personal burden of call charges.

How to forward a call with a smartphone extension

Let’s take a look at how to make a phone call with an extension smartphone.

For Cloud PBX, functions and buttons may appear slightly different depending on the app you use.

Here, we will introduce an example of a general extension application.

self-hold

This is a method of temporarily putting a call on hold for research purposes.

1. Tap Hold while on a call. The other party hears hold tone.
2. Tap “Hold” again to cancel.

park pending

“Park Hold” is the ability to put a call on hold using a common hold area and have it released and answered by another person.

“Park hold 1”, “Park hold 2”, and so on are set up with multiple park hold buttons. To do.

This function is useful mainly in offices where the person in charge is nearby and can communicate verbally.

If you are using an extension app that has a “Park hold” button, you can park the car on your smartphone as well.

1. Tap Park Hold during a call.
2. Select a park number.
3. Tell the person in charge verbally what you need to do and the park hold number.
4. The representative taps Park on the app and selects the appropriate number.
5. The held call will be transferred to the person in charge’s smartphone.

Extension/External call transfer

When transferring a call to someone else, put it on hold on your device first, then transfer it.

1. Tap Hold while on a call.
2. Dial the forwarding number. You can also call from the contacts registered in the smartphone.
3. When the other party answers, tell the content of the call and tap “Transfer” to complete the transfer.

Article Summary

By replacing the on-premises PBX with a cloud PBX, it becomes possible to use smartphones as extensions and to relay and transfer calls between employees even during telework.

Once you get used to the operation of the extension app, you can forward the call almost as if you were picking up the phone in the office.

However, the introduction of a cloud PBX does not mean that the call handling work itself will decrease.

If you find yourself spending a lot of time answering calls, automating your phone calls is a good idea.

In the call forwarding service “Canario” provided by NEC Networks & System Integration, AI performs primary phone calls and forwards the necessary calls to the mobile phone of the person in charge.

It is also possible to shut out sales calls and nuisance calls, and to leave phone numbers outside business hours.

By reducing the number of phone calls, you can protect your employees’ precious time and get closer to realizing a work-life balance.