Updated: Nov 15, 2020
In Part one of the article we have reviewed some of the useful business functions of an IP PBX. In this article we will touch on the distribution of calls. Still, this is the main task of a PBX, and modern IP PBXs have developed functionality for this:
7. Call transfer - this is a standard PBX function, it is usually used in cases when you have received a call and in the course of a conversation with a client realised that your colleague has a better understanding of the issue under discussion. You enter a special combination of characters in tone mode, then the internal phone number of a colleague and the call goes to his phone. Often on IP phones there is a special button for call transfer, which you can press instead of entering a combination of characters in tone mode, then you enter the phone number where you want to transfer the call. Distinguish between “cold” and “warm” call transfer.
Cold transfer (sometimes called blind transfer) is when you pass a call to your colleague without first speaking to him. This is useful when there are a lot of calls.
Warm transfer (sometimes called supervised transfer) is when you put a client on hold and then dial your colleague's number in order to inform him of the client's requirements. Then you pass the call to your colleague. This way the client does not need to repeat it again, and your colleague can handle the call more efficiently.
8. Call hold - placing a call on hold, allows you to interrupt it at the time of a conversation, and dial another number, then return back. A typical example is a short consultation, when the person who received the call does not know the answer, and communicates without breaking the channel with a colleague to receive an answer, and then communicates the answer to the caller.
9. Call waiting - allows you to use the so-called "second line", that is, to put a call on hold and simultaneously receive another incoming call on one phone, and then, for example, return to the previous call.
10. Call forward - the ability to set forwarding (call forward) "busy", "unavailable", "unconditional" - these functions allow the subscriber to independently set other numbers on which they will be available, including mobile and international. Thus, your employees do not need to know the location of each other, and always make a call to an internal number. Also, in the absence of an employee at the workplace and active forwarding, the client's call will be directed to the number set for communication.
11. Call parking - allows you to "park" a call, hang up, switch to another phone and resume an interrupted conversation. This is a very convenient function for subscribers who often have to move around the office and beyond. Another example of using this function, when you need to change the phone for a conversation to a more suitable one, for example, you received a call through the mobile SIP phone application, and then you need to transfer the call to the softphone of your computer with a headset to free your hands, or to a conference phone in meeting room to connect your colleagu