Softphone, call forwarding service, cloud PBX, which one is best for telework?


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It is not uncommon to have trouble responding to incoming calls addressed to the company during telework.

Softphones, call forwarding services, and cloud PBXs can be considered ways to smoothly transfer calls to employees working from home or other locations outside the company.

In this article, we will explain three methods to facilitate the transfer of calls during telework. After explaining the features, advantages and disadvantages of each, we will introduce services suitable for telework, so please refer to them.

What are the features of softphones?

A softphone is a service that allows you to make phone calls over the Internet.

You don’t need a phone because you can use it by installing dedicated software on your computer or tablet. You don’t have to think about the space to install the phone, so there is also the advantage of keeping your desk clean.

Also, if you use a headset when making a call, you can answer the phone with both hands open . It will also help improve operational efficiency.

On the other hand, depending on the Internet communication environment, call quality may become unstable. Especially when using Wi-Fi, it is necessary to consider the communication environment as the attenuation of radio waves may affect communication during calls.

In addition, in order to support with softphone, you have to start up your computer or tablet.

It is important to understand that if your computer or tablet is not ready, such as when you have just arrived at work, you will not be able to notice the incoming call.

merit and demerit content
merit ・No need for a phone, leading to cost reduction
・Clean desk area
・Increase work efficiency
Demerit ・Call quality may be

Advantages and disadvantages of using a call forwarding service

A call forwarding service is a service that forwards incoming calls addressed to landline telephones installed in offices, etc., to another number.

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In addition to the ability for employees to answer a call once and then forward it to another number, there are also features such as forwarding all incoming calls to a landline to another number.

Regarding the correspondence around this, it is necessary to confirm because it varies depending on the type and setting of the call forwarding service used.

Using a call forwarding service will reduce the time lag for returning calls.

For example, if a customer calls while the employee in charge is out of the office, another employee must listen to the customer’s requirements and leave a telephone memo, etc., unless a call forwarding service is used.

After that, the person in charge will call the customer after returning to the company and confirming that there was a call, so there may be a considerable time lag before returning.

However, if you use a call forwarding service, you can forward the incoming call even if the employee in charge is out of the office, so you can answer the call on the spot or return the call to the customer before returning to the office.

In addition, the call forwarding service helps prevent message errors and missed calls.

On the other hand, the disadvantage of using a call forwarding service is that it costs money .

In addition, there are cases where the number of the other party cannot be confirmed when returning the call from the phone to which the call was forwarded.

When using an employee’s personal mobile phone, the private number may be displayed on the other party’s phone and may be known . Regarding the compatibility of numbers, it depends on the call forwarding service you use, so be sure to check before using.

merit and demerit content
merit ・Reduction of the time lag before return
・Prevention of missed messages
Demerit ・Usage charges apply
・Difficult to call back from the destination phone

Explaining the points of cloud PBX

Cloud PBX is a service that allows you to make calls and communicate via the Internet by placing a PBX (telephone exchange) on the cloud that manages extension and outside line connections.

Compared to installing a regular PBX, the initial cost is lower, and it is easier to increase or decrease the number of contracts.

It is also possible to use a device such as a smartphone as an extension . If you use a cloud PBX in this way, you can make and receive calls using your company phone number wherever you are in an environment where you can connect to the Internet.

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On the other hand, it can be said that the disadvantage of cloud PBX is the monthly usage fee . Even if the initial cost is low, if you choose a cloud PBX with high monthly fees, call charges, and option fees, you may end up paying more, so be careful.

Also, remember that you cannot call emergency numbers such as “110”, “119”, or “117”, “177”, etc. from the cloud PBX .

Since calls are made using the Internet, there is a risk that the voice quality will deteriorate if the communication environment is poor.

merit and demerit content
merit ・Easy to keep initial costs down
・Easy to increase or decrease the number of contracted units
・Can be handled anywhere as long as there is a communication environment
Demerit ・Monthly usage charges apply
・Some numbers cannot be called
・Voice quality depends on the communication environment

Call forwarding service is best for telework

If you want to actively introduce telework in the future, or if you have already introduced telework and are worried about answering the phone, we recommend using a call forwarding service .

With a call forwarding service, you can use your existing phone, so it will be easier to keep the initial cost down.

Another point to recommend the call forwarding service is that it makes it easier for employees who telework and those who work in the office to work well together .

Although charges will be incurred, there is no need to worry about the quality of the call being degraded as the existing phone is basically used.

Recommended call forwarding service: Canario

There are various types of call forwarding services, but it is a good idea to choose one considering the time of return .

As mentioned above, the call forwarding service may not be able to confirm the number of the person who called first if the employee to whom the call was forwarded cannot answer the call on the spot.

Also, if you use the employee’s personal cell phone to call back, the number you use for private may be known to customers.

However, NEC Networks & System Integration’s Canario eliminates these concerns.

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If the forwarded employee is unable to answer the call, they will be notified of the content of the call via communication tools, e-mail, etc. In addition, confidential calls are possible when returning calls, so the number will not be revealed to the other party.

Canario is equipped with a variety of other convenient functions. If you would like to know more about our services, please do not hesitate to contact us.


Communication by telephone is essential for the smooth running of business.

However, when teleworking, it is not uncommon to have trouble responding to incoming calls to the company’s landline phone.

In such cases, it is recommended to use a call forwarding service. Not only does it help prevent missed messages and message mistakes, but by using Canario, you don’t have to worry about the disadvantages of returning calls.

Please feel free to contact us if you would like to know other information and features such as Canario’s price plans and available functions.