> ## Documentation Index
> Fetch the complete documentation index at: https://help.verbu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 3 Omstilling (3Kontakt): Always forward to Verbu

> Send every call from your 3 Omstilling / 3Kontakt main number on to Verbu, so no customer ever hits a busy tone, a queue or voicemail.

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.

## 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.

<Warning>
  **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).
</Warning>

## 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.

## Step by step

<Steps>
  <Step title="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.
  </Step>

  <Step title="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)).
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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**.

<Note>
  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.
</Note>

## 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.

## If something plays up

<AccordionGroup>
  <Accordion title="Calls still go to the phone menu, a queue or voicemail">
    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.
  </Accordion>

  <Accordion title="It works during opening hours, but not after closing">
    You probably have two flows: **Åben** (Open) and **Lukket** (Closed). Add Verbu to **both** — and to holidays/public holidays, if that's set up.
  </Accordion>

  <Accordion title="The call 'bounces around' in a loop">
    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.
  </Accordion>

  <Accordion title="Verbu can only see our main number, not the customer's 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.
  </Accordion>
</AccordionGroup>

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Does Verbu also get our SMS?">
    No. Forwarding only applies to calls. SMS still lands on your normal number.
  </Accordion>

  <Accordion title="Can we turn 'always forward' off again?">
    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#`.
  </Accordion>

  <Accordion title="Do we need to change anything on the staff mobiles?">
    Usually no. Once it's set correctly in 3Kontakt, that's enough. The switchboard is the "master" for the main number.
  </Accordion>

  <Accordion title="Does forwarding cost anything?">
    That depends on your agreement. Many solutions bill forwarded calls as ordinary traffic, but it varies from subscription to subscription.
  </Accordion>
</AccordionGroup>

## 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.

## Next steps

* Make sure your agent is ready: [Building your first agent](/en/getting-started/building-your-first-agent)
* Ready to test? [Test and troubleshooting](/en/pbx/test-and-troubleshooting)
* Not sure about the setup? [Choose the right PBX setup](/en/pbx/choose-setup)