When should you use this guide?
Use it if:- you already have a main number;
- you use a PBX, a phone system, or an external switchboard;
- the agent should take calls on the same number customers already use;
- you want to be able to roll back without porting the number.
Two common ways
1. Forwarding to a Verbu number
This is the simplest setup. Your PBX forwards to an ordinary Verbu phone number. Choose this if your PBX doesn’t support SIP routing, or if you want to get started quickly.2. SIP connection – Verbu signs in to your phone system
Verbu connects to your phone system through the main number and signs in as one or more SIP users (local extensions) – exactly like a phone signing in. Calls you send to those extensions land with the agent. Choose this if your phone system supports SIP users. Unitel/OneConnect and IPNordic do, for example. Here is how you set it up in Verbu:1
Create a SIP user for Verbu
Create a SIP user (an extension) in your phone system that Verbu can sign in with. Write down the extension, username and password.
2
Ask Verbu to connect the phone system
If you use Uni-tel, you connect the phone system yourself. See Unitel.For all other phone systems, Verbu connects it for you. Write to hello@verbu.com with the name of your phone system, your main number and the SIP user’s extension. Do not send the password in the email. We agree with you how you give it to us.
3
Check that Verbu is signed in
Go to Settings → Phone systems, and open the phone system. When the extension has the status Connected, Verbu is signed in and ready to answer calls.
4
Choose the agent
Open the menu on the extension’s row, and click Assign to agent. Choose the agent that answers the calls.
5
Send the calls to the extension
In your phone system: point the relevant calls at the extension Verbu is signed in to – directly or via a queue. If you use Unitel/OneConnect, see Parallel calls with OneConnect for the queue setup.
Before you start
You need:- Admin access to your PBX, or contact with whoever manages it
- The number the agent should take
- A Verbu agent that’s ready to test
- For forwarding: a Verbu phone number. For a SIP connection: the main number plus a username, password, and extension for each SIP user
- A decision on when the agent should answer: always, outside opening hours, or after missed calls
Step by step: forwarding (way 1)
1
Get the agent ready
Open the agent in Verbu. Check the opening message, languages, content and Escalate. Talk to the agent under Test → Live test before you change the PBX.
2
Find the Verbu number
Go to Turn on → Phone → the Numbers tab and copy the Verbu number your PBX should forward to.
3
Create the destination in your PBX
In your PBX, create the Verbu number as an external destination. You can call it Verbu AI, AI agent, or anything your team will recognise.
4
Point the number's routing at Verbu
Find the routing for the main number. Add Verbu as a destination, either directly or via a time-of-day rule.If the team should still get the first chance, set Verbu as the fallback after missed calls.
5
Save and test
Call from a mobile. Test both inside and outside opening hours if you have time-of-day rules.
What to ask your PBX administrator for
Send this to them:Test before you go live
Check these points:- The agent answers within a few seconds
- The customer’s number shows correctly in Verbu
- The agent’s greeting is right
- Forwarding to people works
- The team fallback works
- Opening-hours rules trigger correctly
If you want to roll back
Change the routing in your PBX back to the old destination, for example a queue, a colleague, or a group. Your number stays with your current provider, so a rollback usually only needs that one routing change.Next steps
- Specific guide for Relatel
- Specific guide for Unitel
- General SIP guide: Most PBX solutions