[Telephone Intermediation] Is there a way to transfer incoming calls outside the office? [Extension/Outline]

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VoiceWarp® is a trademark of the automatic call forwarding service for NTT East/NTT West landlines and Hikari Denwa.

Calls to employees in the office can be easily relayed by extension, but if the person in charge is not in the office due to telework, it is likely that the call will be returned.

However, if you can directly transfer the call without having to call back each time, the response will be smoother.

What are some ways to transfer calls outside the office?

“Business phone” for intermediary in the office

First, let’s take a look at how calls are forwarded in the office.

In the office, I use the extension function of my business phone to relay calls to people on the same island, or to transfer calls to people in other departments or on different floors.

A business phone is a telephone system consisting of a “main unit” and a “dedicated telephone”.

Telephones in the office are connected to each other by extension lines through the main unit. Received calls can be forwarded to other people because the main unit switches between internal and external lines.

There are two main ways to transfer a call using a business phone.

Method ① Hold transfer

The hold feature of business phones is characterized by the fact that calls can be placed on a common hold line and taken off hold by another person.

A transfer using this function is called a “hold transfer”.

  1. Press the “Hold” button during a call on an outside line. The lamp of the trunk line button during a call lights up.
  2. Tell the agent what you have to do and the number of the pending line button.
  3. The call can be answered when the representative takes the call off hold at their desk.

Business phones allow multiple calls to be put on hold at the same time, so be sure to let the other party know which number is on hold.

Method ② Transfer by extension number

The extension line can be used for calls between employees in remote seats, but it is also possible to transfer calls received on the outside line via the extension line.

  1. Press the “Transfer” button during a call on an outside line.
  2. Dial the contact‘s extension number.
  3. When the other party answers the phone, tell them what the call is about and ask them to respond.
  4. When the other party answers, hang up and the call will be transferred.
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If you dial an extension number to make a call, you cannot see the other party’s situation, so let’s tell them what to do and check if they can handle it before transferring.

“Cloud PBX” that allows extensions to be used outside the office

Business phones cannot be used outside the office because they are systems that use the main equipment and dedicated lines installed in the facility.

Recently, the number of companies that are teleworking has increased, and the number of cases where extension calls are not relayed has increased.

Therefore, a system called “Cloud PBX” has appeared as a way to use extensions outside the office.

“Cloud PBX” is a PBX (switching machine) built on the cloud and communicating via the Internet.

An application installed in a smartphone has a function like a dedicated phone for business phones, and it is possible to make a call on an extension line or transfer an incoming call from a landline phone in the office and answer it with a smartphone.

Of course, it also supports call forwarding, so with Cloud PBX, you can take calls in the same way as in the office, even when working from home.

Extension transfer with cloud PBX app

  1. Answer incoming calls with the app.
  2. Tap “Transfer” in the app.
  3. Dial the contact‘s extension number. You can also select and call from the phonebook or history.
  4. When the other party answers the call, tell them that you will take the call and tap “Transfer complete”.

“Telephone forwarding service” that automatically forwards calls to outside lines

Call forwarding services are useful when you need to be out of the office, or when you want to make sure that you always answer calls while you are out of the office.

A call forwarding service is a service that automatically forwards incoming calls to a designated phone number.

It is offered by your carrier as an option for your landline phone line.

Construction and troublesome procedures are unnecessary. The conventional telephone system can be used as it is, just by applying, so it is a convenient service even if you do not want to spend time on introduction.

You can register multiple forwarding phone numbers in the list and switch between them at any time. However, calls can only be forwarded to one location, so multiple people cannot receive calls.

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Call forwarding services are provided by NTT East/West, Softbank, and KDDI Hikari Direct.

Each company has a similar service content and operation method, so if you are considering subscribing, please contact the line provider you are currently contracted with.

How to set “Voice Warp”

Let’s take a look at how to set up call forwarding from a landline phone with NTT “Voice Warp”.

Call forwarding automatically forwards incoming calls until you stop it.

Forwarding destination registration

  1. Pick up the handset of your landline phone and dial 142.
  2. Press “2 (Register forwarding destination)”.
  3. Press “phone number to register” + “#”.
  4. The settings will flow. Check and press “1” if there is no problem.
  5. Press anything other than “0” or hang up.

start transfer

  1. Pick up the handset of your landline phone and dial 142.
  2. Press “1 (Start Service)”.
  3. Press the number corresponding to the forwarding conditions. (1: Unconditional forwarding, 2: No answer forwarding, 3: Busy forwarding, 4: Combined forwarding with no answer and busy forwarding)
  4. Hang up when you hear “service started”.

stop transfer

  1. Pick up the handset of your landline phone and dial 142.
  2. Press “0 (stop service)”.
  3. Hang up when you hear “The service has been stopped.”

Automate phone calls! What is Canario?

With cloud PBX and call forwarding services, you can forward calls outside the office while teleworking or on the go.

However, unlike an office where you can see each other face-to-face, telework makes it difficult for people in charge to work together.

Why don’t you try not only to bring telephone work out of the office but also to improve work efficiency at the same time?

NEC Networks & System Integration’s Canario is a service that not only transfers calls from fixed-line phones to outside the office, but also uses AI to automate intermediation and response when you are out of office.

business phone Cloud PBX call forwarding service Canario
Dedicated equipment required unnecessary unnecessary unnecessary
Construction period weeks to months weeks to months Several days Several days
Telework Impossible Yes Yes Yes
phone transfer manual manual automatic automatic
Out-of-office correspondence manual manual manual automatic
multiple simultaneous calls Yes Yes Impossible Yes
call all at once Yes Yes Impossible Yes

AI phone number

The feature of Canario is that AI performs the primary response to telephone calls.

The call is answered on the company’s number, the person in charge is found out, and the call is transferred to the mobile phone, eliminating the need for the employee to receive the call or take over the call.

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Even if there is no one in the office, automatic forwarding is possible, so it is possible to handle landline calls even in a fully remote system .

Canario is

  • You can directly receive calls addressed to you by name transfer
  • It is possible to call all team members at the same time, and the call response is not concentrated on one person
  • Messages when you are out of office are automatically converted to text. No need to create troublesome message memos
  • Even if multiple calls arrive at the same time, the line will not be busy, preventing opportunity loss.

And it will solve the troubles of the telework phone at once.

Article Summary

If you forward incoming calls to landlines outside the office, you can also respond to telework.

However, productivity will not increase if the way of doing business does not change just by taking the telephone business outside.

How about using Canario, which automates correspondence with AI, and take the opportunity of teleworking to improve the efficiency of telephone work?