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Is IPNordic your phone system? Then keep your number and your setup. Verbu signs in to your IPNordic solution as an ordinary SIP user – that is, an extension – and takes the calls you send to it.

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What you’ll set up

Two things:
  1. A SIP connection in Verbu: Verbu registers with IPNordic with a username and a password, just like an IP phone. Verbu sets the connection up for you.
  2. A rule in IPNordic – so the calls you want the agent to take are sent to the extension Verbu is signed in to.
The number stays yours. Your existing phones still work. If you ever want to switch the agent off again, you just flip the rule back in IPNordic.

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Before you start

You need:
  • Access to your IPNordic admin panel (or the contact details for whoever manages it on your behalf)
  • The number you want the agent to answer on – usually your main number
  • A SIP extension from IPNordic for Verbu – that is, a username and a password
If you don’t have a free extension, create one in IPNordic or ask your IPNordic reseller for one. That’s the “account” Verbu signs in with.

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Steps

1

Create a SIP extension with IPNordic

Create (or find) an extension in IPNordic that Verbu can use. Note down the username and password. These are the details Verbu signs in with.
2

Ask Verbu to connect IPNordic

Write to hello@verbu.com, and tell us that you use IPNordic. Include your main number and the extension from step 1. Do not send the password in the email. We agree with you how you give it to us.Verbu connects the extension for you. IPNordic cannot be connected directly under Settings → Phone systems yet.
3

Check that Verbu is signed in

Go to Settings → Phone systems, and open IPNordic. When the extension has the status Connected, Verbu is signed in to IPNordic.
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 Verbu in IPNordic

Go back to IPNordic and point the number you want the agent to take at the extension Verbu is signed in to. This can be direct or through your existing call flow.
6

Save and test

Save in IPNordic. Call the number from your mobile and check that the agent picks up.

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Optional: hand off to humans during business hours

A common setup is “Verbu answers after hours, while the team takes calls during business hours”. You have two options:
  • In IPNordic – set a time-of-day rule that sends calls during business hours to your team and the rest to Verbu.
  • In Verbu – let the agent take every call and use Teach → Escalate to transfer it on when it makes sense.
Most teams start with the time-of-day rule in IPNordic because it’s the simplest.

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Common scenarios

The username or password is probably wrong, or the extension is not active with IPNordic. Check the extension in IPNordic, and write to hello@verbu.com so we can check the connection.
Usually a codec mismatch. Ask IPNordic to allow PCMU and PCMA (G.711 µ-law and A-law) on the extension.
The rule in IPNordic isn’t pointing at the right extension, or the extension is not Connected in Verbu. Check both.
Usually a firewall or an SBC between IPNordic and Verbu. Send a call ID to Verbu support and we’ll match it against our logs.
In IPNordic, point the number back at the old destination – for example a queue or a group. Calls will go straight back to your team.

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Next steps