Skip to main content
There are a few ways to get calls into your Verbu agent. The right one depends on where your phone number lives today, and how much control you have over your phone system.

​
In short

You don't have a phone number yet

Get a number in Verbu and let the agent take the calls directly.

You have a PBX with forwarding

Keep your main number and forward selected calls to Verbu.

Your PBX supports SIP

Set Verbu up as a SIP destination and route incoming calls there.

You use Relatel

Follow the Relatel guide if Verbu should sit as an external destination on your main number.

You use Unitel

Follow the Unitel guide if calls should be sent on through Unitel’s routing.

​
Choose based on your goal

​
What customers experience

Whatever setup you choose, the customer calls the number they already know. The difference sits behind the scenes:
  • With Verbu as a softphone, Verbu owns the number and sends the call straight to the agent.
  • With forwarding, your current PBX forwards the call to a Verbu number.
  • With SIP routing, your PBX sends the call directly to Verbu’s SIP destination.
For the customer it should feel the same: the number rings, the agent answers, and the agent can pass the call on to a person when it makes sense.

​
What to sort out first

Before you change anything, write this down:
  • Which number should the agent take?
  • Should the agent take every call or only some calls?
  • Should calls still be able to reach the team first?
  • Who has admin access to the PBX?
  • Can the PBX send to an external number, a SIP URI, or both?
If you don’t have all the answers, start with the number and who manages the PBX. Verbu support or your phone provider can help with the rest.
1

Get the agent ready first

Set up the agent’s greeting, knowledge, and forwarding. Test it in the dashboard before you send real calls to it.
2

Choose the call path

Pick a Verbu number, forwarding, or SIP routing based on the table above.
3

Set up simple routing

Start with a rule that sends all test calls to Verbu. Add opening hours, queues, and fallback afterwards.
4

Test with real calls

Call from a mobile, check that the agent answers, and check that caller ID and forwarding work.

​
Next steps