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Do you have TDC Erhverv with a switchboard or a phone menu (“press 1 for …”)? With conditional forwarding your team takes the calls as normal, and Verbu only steps in when you can’t reach them. This guide shows you how to set the call flow to forward calls to Verbu when busy, when there’s no answer, or outside opening hours.

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How it works

  • Who answers the call? Your normal TDC Erhverv switchboard takes it – and Verbu is the backup.
  • When does Verbu answer? Only when the condition arises: busy, full queue, no available agents, unanswered or outside opening hours. You choose which ones.
  • What does the customer experience? The customer calls as normal. If you can’t take the call, Verbu takes over, so it isn’t lost.
Forwarding on your mobile is often not enough when you have a switchboard. When you have a switchboard or menu, the call flow inside TDC decides where the call ends up – based on opening hours, menu choices, queue and voicemail. That’s why the change has to be made in TDC Selvbetjening (TDC Self-service) – not on your iPhone or Android.

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Before you start

You need:
  • Administrator access to TDC Selvbetjening (TDC Self-service)
  • Your main number – the number your customers call
  • Your Verbu number – find it in the dashboard under Phone numbers
Don’t have a Verbu number? Ask your Verbu contact.

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Step by step

1

Find your call flow

Sign in to TDC Telefoniløsning / Selvbetjening (TDC Telephony solution / Self-service) as an administrator. Select Kaldsflow → Grafisk kaldsflow (Call flow → Graphical call flow).Choose your main number – the number your customers call. Pick a date and a time, so you can see exactly what happens. Check both a time within and outside opening hours, so you see both branches.You’ll now see modules with arrows – for example Søgegruppe (Hunt group), Menuvalg (Menu choice), Callcenter (Call centre), Speak and Voicemail – that show the route through your switchboard.
2

Switch to editing

At the top of the page, switch from the Live tab to Rediger (Edit). This is where the change happens.Click the pencil on the modules you want to change.
3

Choose which conditions Verbu should be backup for

You can choose one, two or all three conditions. See the sections below for each one.
  • Busy / high load – set in the Callcenter module.
  • No answer – set in the Callcenter module.
  • Outside opening hours – set via opening and closing times.
4

Publish the change

Click Publicér (Publish) when you’re done. Without this, the change won’t take effect.

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Busy or high load

This typically covers a full queue, no available agents or no agents logged in. It’s nearly always set in the Callcenter (Call centre) module.
  1. Find the Callcenter that calls end up in – often after a menu choice.
  2. Open the call centre’s settings, and go to Køindstillinger (Queue settings).
  3. Set Verbu as backup on these points. The names may vary, but they usually mean the same thing:
    • Maximum queue length / full queue → forward on to Verbu.
    • No agents are logged in or available → forward on to Verbu.
Enter your Verbu number in the field. If the field only accepts 8 digits, write just the 8 digits without +45 and without spaces.

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No answer

This typically applies when an agent doesn’t pick up or is set to unavailable. This is also set in the Callcenter (Call centre) module.
  1. Open your Callcenter.
  2. Under the queue and agent settings you’ll find the option Viderestilling ved ubesvaret og utilgængelig (Forwarding on unanswered and unavailable).
  3. Choose to forward the call on to an external number, and enter your Verbu number.
This is the “no answer” safeguard: if a member of staff doesn’t pick up, Verbu takes over.

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Outside opening hours

The most stable route is to use Åbnings- og lukketider (Opening and closing times) in TDC Selvbetjening.
  1. Go to Åbnings- og lukketider (Opening and closing times) in TDC Selvbetjening.
  2. Click Opret åbningstid (Create opening hours), and follow the steps:
    • name the opening hours;
    • choose days and times;
    • choose which numbers the opening hours apply to.
  3. In your call flow, the “closed” branch should send to:
    • an external number → your Verbu number; or
    • a Speak that, after the message, forwards on to Verbu, if you want to say “we’re closed, but you can still get help”.
If you’re closed for a single day, you can make an exception and choose where calls should end up while you’re closed – for example straight to Verbu.

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Match your setup

Here are the three most common TDC Erhverv setups. Choose the one that looks like yours.

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Main number → Søgegruppe → Callcenter → staff

  • Søgegruppe (Hunt group) is often used for the schedule (open/closed).
  • Callcenter (Call centre) controls the queue, high load and forwarding on no answer.
Recommendation:
  • Set “outside opening hours” in the hunt group or schedule.
  • Set “busy/no answer” in the call centre’s queue settings.

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Main number → Speak → Menuvalg (press 1/2) → Callcenter(s)

  • Menuvalg (Menu choice) is used to send the customer to different departments.
Recommendation: go through each menu item.
  • If “press 1” ends in Callcenter A, set Verbu backup in Callcenter A.
  • If “press 2” ends in Callcenter B, set Verbu backup in Callcenter B.
Otherwise you risk only one department having backup.

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You have a 70 number

If your 70 number is set up as a standalone answering point, you can change the answering point via TDC’s tool or with star-codes. This is typically fixed forwarding (always) – a sort of “emergency brake”, not conditional. Use it if you want to send everything to Verbu temporarily.
  • Turn on fixed forwarding on the 70 number: *72 followed by your Verbu number, and call.
  • Turn it off again: *73, and call.
If the 70 number sits as a hunt group or call centre, in some setups you can use:
  • *302 turns on forwarding for the group.
  • *303 turns it off again.

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Test before you go live

  1. Test “outside opening hours”: Call the main number when you’re closed, or pick a closed time in Grafisk kaldsflow. Verbu should take the call.
  2. Test “busy/high load”: Temporarily log all agents out of the call centre, or set the maximum queue length low, if you can. Call again – Verbu should take the call.
  3. Test “no answer”: Get an agent to let a call ring without picking up, or set their status to unavailable. The call should end at Verbu via “forwarding on unanswered and unavailable”.

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If something plays up

Go through the flow: Have you selected the Rediger (Edit) tab and not Live? Have you clicked Publicér (Publish)? Have you checked the flow both within and outside opening hours? And have you set Verbu as backup in the right place – busy in queue settings, no answer in forwarding on unanswered, and closing time in opening hours plus the closed branch?
Then there’s usually a “closed” branch or a voicemail module that still ends the call without forwarding on. Voicemail is fine in the flow, but if Verbu is to take over, the closed branch must point to Verbu – directly or after a speak.
When the switchboard is active, the mobile is often not the first stop at all. The fix has to be set in the call flow in TDC Selvbetjening.

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Frequently asked questions

No. Forwarding applies to calls only. SMS still lands on your normal number.
Yes. You keep the menu and set Verbu as backup in the call centres the menu sends to – or on the “closed” branch.
Often yes. But if a field only accepts 8 digits, write just the 8 digits without +45 and without spaces.
Forgetting to click Publicér (Publish), or only setting backup in one branch – for example open but not closed, or only “press 1” but not “press 2”.
Yes. If you use a 70 number, in some setups you can turn fixed forwarding on and off via *72 and *73. That’s typically not conditional – it forwards everything on.

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When should you contact Verbu support?

Write to us if:
  • you’ve published the change, but calls still don’t reach Verbu;
  • you’re unsure which call centre or module is the right one – many companies have several;
  • you want to be sure that every branch (menu choice, open, closed, queue, unanswered) is covered.
It’s completely normal to get help here – TDC call flows can differ from company to company, and we’ll safely help you get to the finish line.

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Next steps