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Do you have Telenor Omstilling (Call Management) with a menu (“press 1 for …”) or a main number with a queue? Then your calls are controlled by a call-flow inside Telenor — not by your mobile. This guide shows you how to set the switchboard to always send calls on to Verbu.

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How it works

  • Who takes the call? Verbu answers.
  • When? Always — every time someone rings, the call is sent on.
  • What does the customer experience? The customer rings as normal and is met by Verbu instead of your menu, queue, or voicemail.
Forwarding on a mobile is often not enough when you have a switchboard. If you have a menu (“press 1 …”), a main number, or a call queue, the call-flow inside Telenor Omstilling (Call Management) decides where the call ends up. If you only forward on a single mobile, calls can still hit a menu, queue, or opening hours somewhere else and so don’t land correctly with Verbu. The right flow is: Customer → Telenor Omstilling → Verbu.

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Before you start

You need:
  • A login to Call Management (or for your administrator to have one)
  • Your main number — the number customers ring
  • Your Verbu number – find it in the dashboard under Phone numbers
Missing a login to Call Management? Start with your internal administrator. Otherwise, Telenor customer service can help.

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Step by step

1

Log in to Call Management

Go to Call Management and log in with the login you received from Telenor.Don’t have a login? Contact your internal administrator — or Telenor customer service.
2

Find the right place to change the routing

This is the most important step. In Call Management, the menu item is usually called something like Hovednummer (main number), Numre (numbers), IVR/Tastevalg (IVR/keypad options), Søgeplan (hunt plan), or Viderestilling (forwarding).This is where you set up forwarding and keypad options.
3

Decide what “always forward” should mean for you

There are two ways. Pick the easiest one first — see the two solutions below.Tip: Note down or take a screenshot of the old number or flow first, so it’s easy to roll back after testing.
4

Save and publish the change

Remember to save or publish the change. Without this, it won’t take effect.

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Solution 1: Send every call straight to Verbu (past the menu)

Use this if the customer should reach Verbu directly without hearing “press 1 …”.
  • Find your primary call-flow (often “standard”, “open”, or “normal opening hours”).
  • Set the destination to an external number / forward to a number.
  • Enter your Verbu number.
  • Repeat for closed / outside opening hours, if there is a separate flow.
  • Save and publish the change.

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Solution 2: Keep the menu and send every option to Verbu

Use this if the customer should still hear the menu first.
  • Find Tastevalg / IVR-menu (keypad options / IVR menu).
  • For each key (e.g. “Key 1”, “Key 2”, “Key 3”): change the destination to your Verbu number.
  • Also find fallback / timeout / no choice / no answer, and set it to your Verbu number.
  • Save and publish the change.

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If you have open and closed hours

Many people use Call Management to manage open and closed hours. For “always forward”, Verbu must be set as the destination in both “open” and “closed” — otherwise it only works half the time.

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Emergency fix: can’t get into Call Management?

If you’re locked out of the switchboard, you can temporarily forward a mobile number with Telenor.
This is an “emergency button”. If you have a main number or menu, mobile forwarding can give a wrong call-flow. Move the change to Call Management as soon as you can.
Telenor Privat (keypad codes):
  • Start always forwarding: *21*+45XXXXXXXX#
  • Stop: #21#
Telenor Erhverv (SMS to 1221):
  • Start always forwarding: send an SMS to 1221: VID *21*+45XXXXXXXX#
  • Stop: send an SMS to 1221: VID ##21#
Replace +45XXXXXXXX with your Verbu number.

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Test before you go live

  1. Ring your main number from another phone — Verbu should answer.
  2. If you have open and closed hours, test both “open” and “closed” (temporarily, if possible) — Verbu should take both.
  3. If you kept the menu (Solution 2), press an option (e.g. “1”) — it should still end up with Verbu.

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If something acts up

The call probably ends up on a mobile line where voicemail takes over, because the switchboard doesn’t point correctly. Move the change to Call Management (main number/menu) and use Verbu as the destination there.
You’ve probably only changed one menu item, or the timeout/fallback still points to something old. Set Verbu on all menu items + fallback (Solution 2).
You’ve probably changed the “open” branch but not the “closed” one. Set Verbu in both places.
The call probably never reaches the mobile, because the switchboard takes over first. Fix the call-flow in Call Management instead.
Go through the checklist from top to bottom: Did you change the right place (the switchboard — not just a mobile)? Did you set Verbu on both open and closed? Did you update fallback/timeout/no choice? Did you save and publish?

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Frequently asked questions

No. Forwarding only applies to calls. Texts are still delivered to the number that normally receives texts (usually a mobile).
Yes. Use the format with +45 in front of your Verbu number.
Yes. You can either send calls straight to Verbu past the menu (Solution 1), or let the menu run and send every option on to Verbu (Solution 2).
Because your main number and menu are often controlled in the switchboard (Call Management). Mobile forwarding doesn’t necessarily change the call-flow itself.
It depends on your solution. On certain mobile plans, unconditional forwarding can be an add-on service. In a switchboard solution, forwarding is usually handled as part of the call-flow.
Start with your internal administrator. If you’re missing access or need an account created, Telenor customer service can help you further.

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When should you contact Verbu support?

Write to us if:
  • you’ve set up the switchboard, but calls still don’t land with Verbu;
  • you’re unsure which Call Management flow to change (open, closed, or fallback);
  • you’d like us to double-check your call-flow, so the customer gets a smooth experience.
It’s perfectly normal to get help here — no two switchboards are alike, and we’ll calmly help you over the line.

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Next steps