> ## 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.

# Telenor Omstilling: Always forward to Verbu

> Send every call from your main number in Telenor Omstilling (Call Management) straight to Verbu, so no customer ends up in a queue, menu, or voicemail.

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.

## 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.

<Warning>
  **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.
</Warning>

## 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.

## Step by step

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

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save and publish the change">
    Remember to save or publish the change. Without this, it won't take effect.
  </Step>
</Steps>

## 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.

## 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.

## 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.

## 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.

<Warning>
  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.
</Warning>

**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.

## 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.

## If something acts up

<AccordionGroup>
  <Accordion title="Calls still go to voicemail">
    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.
  </Accordion>

  <Accordion title="The customer still hears the menu but doesn't land with Verbu">
    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).
  </Accordion>

  <Accordion title="It works during opening hours but not outside them">
    You've probably changed the "open" branch but not the "closed" one. Set Verbu in both places.
  </Accordion>

  <Accordion title="We forwarded on the mobile, but it doesn't work">
    The call probably never reaches the mobile, because the switchboard takes over first. Fix the call-flow in Call Management instead.
  </Accordion>

  <Accordion title="I might have forgotten something">
    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?
  </Accordion>
</AccordionGroup>

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Does Verbu also get our texts?">
    No. Forwarding only applies to calls. Texts are still delivered to the number that normally receives texts (usually a mobile).
  </Accordion>

  <Accordion title="Do I need to write +45 in the number?">
    Yes. Use the format with +45 in front of your Verbu number.
  </Accordion>

  <Accordion title="Can I always forward without breaking my menu?">
    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).
  </Accordion>

  <Accordion title="Why doesn't it work when I only forward on the mobile?">
    Because your main number and menu are often controlled in the switchboard (Call Management). Mobile forwarding doesn't necessarily change the call-flow itself.
  </Accordion>

  <Accordion title="Does forwarding cost anything?">
    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.
  </Accordion>

  <Accordion title="Who do I contact if I'm missing a login to Call Management?">
    Start with your internal administrator. If you're missing access or need an account created, Telenor customer service can help you further.
  </Accordion>
</AccordionGroup>

## 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.

## Next steps

* Should the team take calls during opening hours? See [Telenor – conditional forwarding](/en/pbx/providers/telenor-betinget)
* Make sure your agent is ready: [Building your first agent](/en/getting-started/building-your-first-agent)
* Ready to test? [Testing and troubleshooting](/en/pbx/test-and-troubleshooting)