What happens to the phone during a call when you press the hook button? Explain the difference from forwarding


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If you are using a phone for business, you may hear a function called “hook button”. Some people may already be familiar with it, but others may not be using it because they don’t know what will happen when they press the hook button.

Therefore, in this article, we will explain how to use the hook button on business phones. Let’s also look at the difference from call forwarding.

This is a must-see for those who want to make full use of the functions installed in business phones.

What is the basic function of the hook button on business phones?

The main function of the hook button on a business phone is to switch between a held call and an active call in call waiting.

For example, let’s say you receive a phone callIf the person receiving the call cannot complete the call and wants to transfer the call to another person, they press the hook button (this is called hooking).

Then, the external call will be put on hold temporarily. During this time, the first responder should contact another person in charge by extension and handle the outside line. The person in charge who receives the request to handle the outside line hangs up the extension line receiver and presses the hooked button for the outside line, and can talk to the outside line.

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Note that the functions may differ depending on the business phone used at your company, so be sure to ask your boss or senior colleagues before using the hook button on the customer.

Differences in how to use hooking (hold) and call forwarding

Many business phones have a transfer button in addition to the hook button. As the name suggests, the transfer button is a function that forcibly skips the corresponding incoming call to another person .

For example, the person in charge who receives the outside call presses the transfer button and asks another person in charge to respond by extension. After completing the service request, the first responder hangs up. Then, the outside line is automatically transferred to the employee who contacted you immediately before.

When using the hook button to take an outside line, it is basic to tell the next person who is holding the line by which button.

The next person to answer must press the outside line button properly. There is no problem if only one line button is in use, but if different line buttons are used, pressing the wrong button may answer another call.

On the other hand, if you press the transfer button, the outside line will be forcibly skipped to the number contacted by the extension. Therefore, there is no possibility of mistaking the phone like hooking.

However, an extension is always required when pressing the transfer button. You can also ask the other party to respond by using the hook button in advance, but using the extension is not essential.

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If the next responder is nearby, you can also use it to hook up the outside line and verbally tell them to that effect and ask them to respond.

What happens to the other party’s phone when you press the hook button?

When you press the hook button during a call, it is common for the other party’s phone to play hold tone. The sound of the side that presses the hook button, such as the voice calling the extension, will not be heard.

When the hook button is pressed again or the outside line button is pressed, the on-hold tone disappears and the call returns to normal.

The hook button can be used not only when answering phone calls, but also when checking the information necessary for a customer’s question and preparing an answer.


Pressing the hook button on the business phone puts the incoming call on hold .

If you contact another person in charge by extension during that time, a smooth transfer is possible. However, accurate communication is required when multiple outside line buttons are used.

On the other hand, forwarding has the difference of forcibly skipping an outside line to the other party who made an extension. Unlike the hook button, there is no risk of answering the wrong call by pressing the wrong outside line button, but an extension is always required to skip an outside line.

There are many problems in handling telephone calls in business, such as human error and the need for time and effort. However, from the customer’s point of view, such a mistake can cause a loss of trust in the company.

To solve these problems, we recommend using Canario, which handles calls accurately.

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It is a service that automatically contacts the line of the person in charge by telling the AI ​​the name of the person who called.

If you would like to know more about Canario, please feel free to contact us. We will propose the best service and usage method for your company.