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You don’t have to change your phone number to use Verbu. In most setups you keep your number with your current provider and forward the relevant calls on to the agent.

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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.
If you don’t have a number yet, Verbu AI with its own phone number is quicker.

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Two common ways

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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.

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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. Everything is set up in the dashboard:
1

Pick the agent and open Phone

Pick the agent in the dashboard and go to Agent → Phone. Open the Phone numbers tab.
The Phone page in the dashboard with the Settings, Phone numbers, and Forwarding tabs
2

Add the SIP connection

Scroll down to the SIP routes connected to this agent section and click Add SIP connection.Pick your provider and enter your main number. Domain, port, and transport are filled in automatically for known providers.
Add SIP connection with provider, main number, and automatically filled domain
3

Add an extension

Click Add extension on the connection and enter the SIP user’s auth username, password, and extension from your provider. Add one extension per SIP user.
Add extension with fields for auth username, password, and extension
4

Check that Verbu is signed in

When the extension shows the registered badge, Verbu is signed in and ready to answer calls.
SIP routes connected to this agent with the main number and registered extensions
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.

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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

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Step by step: forwarding (way 1)

1

Get the agent ready

Open the agent in Verbu. Check the greeting, language, knowledge, and Forwarding. Call the agent from the dashboard’s test button before you change the PBX.
2

Find the Verbu number

Go to Agent → Phone → Phone numbers 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.

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What to ask your PBX administrator for

Send this to them:

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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
Use Test and troubleshooting if something doesn’t work.

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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.

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Next steps