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Do you have 3 Omstilling (3Kontakt) with a switchboard or a phone menu (“press 1 for …”)? Then your calls are controlled by a Kaldsflow (call flow) inside 3Kontakt — not by your mobile. This guide shows you how to set the call flow to always send calls on to Verbu.

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How it works

  • Who takes the call? Verbu answers.
  • When? Always — around the clock, until you switch it off yourself.
  • What does the customer experience? The customer calls as normal and is met by Verbu straight away.
Forwarding on the mobile is often not enough when you have a switchboard. If your customers meet a phone menu, a queue or opening hours, the call flow inside 3Kontakt decides where the call ends up. If you only forward a mobile, the main number can still land in a menu, a queue or voicemail — and then the calls never reach Verbu. That’s why the change must be made in 3Kontakt admin, so the flow becomes: customer → 3Kontakt → Verbu (direct).

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Before you start

You need:
  • Access to your 3Kontakt admin — often via the welcome email from 3 or through whoever handles your IT/telephony
  • Your main number — the number customers call
  • Your Verbu number – find it in the dashboard under Phone numbers
No Verbu number yet? Ask your Verbu contact.

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Step by step

1

Sign in and find your call flow

Sign in to 3Kontakt admin (often via 3kontakt.dk with your login from 3).Find the menu, which is usually called Kaldsflow (Call flow), Flow, Hovednummer (Main number), Numre (Numbers) or Omstilling (Switchboard). Choose your main number — the number customers call.
2

Set Verbu as the first stop (recommended)

The simplest “always forward” is to let Verbu take every call, without the customer meeting a menu or a queue first.Find the flow for “Åben” (Open — may also be called “Dag”/Day). Insert or choose the action Viderestil / Forward / Ring til nummer (Forward / Call number), and enter your Verbu number. Save and activate/publish the change (the button may say Gem (Save), Udgiv (Publish), Aktivér (Activate) or Sæt i drift (Go live)).
3

Repeat in every branch

The most important thing: every path in the flow must end at Verbu — not just one. Repeat the same change in these flows, if they exist:
  • “Lukket” (Closed — evening/night)
  • “Ferie/helligdage” (Holidays/public holidays — if you have it set up)
  • “Fallback / Backup / Fejlflow” (Fallback / Backup / Error flow)
  • “Kø timeout / Overflow” (Queue timeout / Overflow — if the queue doesn’t answer)
3Kontakt usually gathers call flows, queues and opening hours in the same admin module, so you often need to add Verbu in several places — not just one.
4

Want to keep the phone menu (IVR)?

Do you still want “press 1 for booking, press 2 for …”, but let Verbu take everything behind it? Open your IVR/phone menu in 3Kontakt admin, and set the destination to your Verbu number for every key (1, 2, 3 …).Also set these to Verbu:
  • “Intet valg” / “Timeout” (No choice / Timeout — if the customer doesn’t press anything)
  • “Forkert valg” (Wrong choice)
  • “Efter åbningstid” (After hours — if the IVR switches message or flow)
Save and activate. The customer still hears the menu — but whatever they choose, the call ends at Verbu.

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If you can’t find the menu

If you can’t find the right place in admin, call 3 Erhverv on 70 313 000 (Mon–Thu 8–17, Fri 8–16). You can also send this message to your internal IT or telephony contact:
“We use 3Kontakt / 3 Omstilling. I want all calls to our main number to be forwarded, always, to our Verbu number. Can you guide me to where I change the call flow (Åben/Lukket/Fallback — Open/Closed/Fallback) and any IVR/queue, so Verbu receives every call?”
In the admin menu, look for names like Kaldsflow / Call flow, Hovednummer / Number (Main number), Tastemenu / IVR (Phone menu), Åbningstider / Open–Closed (Opening hours), Kø / Queue and Fallback / Backup / Overflow.
If you have only a mobile number with no switchboard, IVR or queue, you can often use standard codes from the mobile: turn always-forward on with *21*+45XXXXXXXX#, turn it off again with #21#, and check the status with *#21#. Replace +45XXXXXXXX with your Verbu number. The codes are usually standard, but they can vary on some business agreements.

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Test before you go live

  1. Call the main number from another phone — Verbu should answer straight away.
  2. If you have Åben/Lukket (Open/Closed), switch temporarily to “Lukket” (Closed) (or test outside opening hours) — Verbu should still answer.
  3. If you have a phone menu, press a choice (for example “1”) — every choice should end at Verbu.

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If something plays up

The forwarding is probably set in the wrong place. Add Verbu into the call flow for the main number in 3Kontakt — not just on a mobile.
You probably have two flows: Åben (Open) and Lukket (Closed). Add Verbu to both — and to holidays/public holidays, if that’s set up.
This usually happens because a number in the flow forwards back to your main number. Make sure the destination is your Verbu number, and that nothing else in the flow points back to the main number.
This is a setting in the switchboard (Caller ID / show caller). Check whether 3Kontakt has a setting to pass on the caller’s number in the call flow — otherwise ask 3 to switch it on.

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Frequently asked questions

No. Forwarding only applies to calls. SMS still lands on your normal number.
Yes. In 3Kontakt you remove Verbu as the destination in the flow (or switch back to the previous destination). If you used a mobile code, you turn it off with #21#.
Usually no. Once it’s set correctly in 3Kontakt, that’s enough. The switchboard is the “master” for the main number.
That depends on your agreement. Many solutions bill forwarded calls as ordinary traffic, but it varies from subscription to subscription.

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When should you contact Verbu support?

Write to us if:
  • you’ve added Verbu into the flow, but calls still don’t reach Verbu;
  • you’re not sure which flow is active (Open, Closed or Fallback);
  • you want help spotting a loop or a wrong destination;
  • 3 says “it might be a setting in your solution”, and you’d like us with you on what to switch on.
It’s completely normal to need help here — switchboard flows can be set up in many ways, and we’ll calmly help you get there.

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Next steps