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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 as a softphone 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 routing to Verbu

Your PBX sends the call directly to a SIP destination from Verbu. This gives you more control over caller ID, routing, and technical troubleshooting. Choose this if your phone provider or PBX administrator is comfortable with SIP.

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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
  • Either a Verbu phone number or a Verbu SIP endpoint
  • A decision on when the agent should answer: always, outside opening hours, or after missed calls

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Step by step

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 destination in Verbu

Go to Phone numbers or Channels → Receive calls. Copy the Verbu number or SIP endpoint that your PBX should send calls to.
3

Create the destination in your PBX

In your PBX, create Verbu as an external destination. You can call it Verbu AI, AI agent, or anything your team will recognise.Use an ordinary external number for forwarding. Use the SIP endpoint for SIP routing.
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