> ## 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: Conditional forwarding to Verbu

> Send calls from Telenor Omstilling on to Verbu only when you're busy, can't get to the phone, or are outside opening hours.

With conditional forwarding in **Telenor Omstilling**, you send calls on to Verbu only when you can't take them yourself. That applies, for example, when you're busy or the queue is full, when nobody gets to the phone, or outside opening hours. The rest of the time, you answer as normal. This guide shows you where to set the three conditions in Telenor.

## How it works

* **Who takes the call?** Your switchboard first — and Verbu when a condition is triggered.
* **When does Verbu answer?** When you're busy (everyone is occupied or the queue is full), when there's no answer, or outside opening hours.
* **What does the customer experience?** The customer rings as normal. If you can't take the call, Verbu steps in, so the customer doesn't meet voicemail or "no answer".

<Warning>
  **If you have a main number with a menu or queue, forwarding on the mobile is not enough.** When customers meet a keypad option ("press 1 …") or a call queue, the call is controlled inside **Telenor Omstilling** (Call Management or TrueTalk). Mobile forwarding doesn't necessarily change the place where your main number is controlled. The right logic is: customer → Telenor Omstilling (menu/queue/opening hours) → Verbu as backup.
</Warning>

## Before you start

You need:

* Administrator access to your **Telenor Omstilling** – either **Call Management** or **TrueTalk**
* Your main number — the number customers ring
* **Your Verbu number** – find it in the dashboard under **Phone numbers**

If you're unsure which solution you use, you can usually tell from your login. You typically log in to Call Management via callmanagement.telenor.dk. TrueTalk is an admin portal where you can change opening hours and call flows.

## Step by step

Choose the approach that matches your solution. In both cases, Verbu must be set in three places, so you don't lose calls in the "gaps".

<Steps>
  <Step title="Log in to your switchboard">
    Log in to **Call Management** or **TrueTalk** as an administrator.

    Find your main number and the call-flow the call follows. In Call Management, you typically work either with a **søgeplan** (hunt plan — calls ring out to a list of people or numbers) or a **tastevalg** (keypad options / IVR: "press 1 for …, press 2 for …").
  </Step>

  <Step title="Set Verbu for 'outside opening hours'">
    Find your **opening hours** — this may be called "open/closed" or "special opening hours".

    Set the destination at **closed** to your Verbu number. Then Verbu answers when you're closed.
  </Step>

  <Step title="Set Verbu for 'no answer'">
    "No answer" can sit in two places depending on your setup:

    * **Do you have a søgeplan (hunt plan)?** Find "what happens if nobody picks up?". This may be called **fallback**, **backup**, **ingen svar** (no answer), **timeout**, or **overløb** (overflow). Set it to your Verbu number.
    * **Do you have a tastevalg (IVR)?** For each menu item, you typically find a **timeout/ingen valg** (timeout/no choice) or **ingen svar** (no answer). Set it to your Verbu number.

    Remember "**ingen valg**" (no choice) or "**timeout i menuen**" (menu timeout) too. Otherwise customers can get stuck or end up somewhere else.
  </Step>

  <Step title="Set Verbu for 'busy'">
    In a switchboard, "busy" rarely means a phone is in use. It most often means that all staff are occupied, the call queue is full, or the system can't send the call on.

    It may be shown as **optaget** (busy), **kø fuld** (queue full), **ingen ledige** (no one available), or **overflow/overløb**. Find it and set the destination to your Verbu number.
  </Step>

  <Step title="Save and publish">
    Make sure the changes are **saved** and — if the button exists — **published or activated**.

    Wait 1–3 minutes before you test. Some solutions take a short while to sync.
  </Step>
</Steps>

## Are you using TrueTalk?

In TrueTalk, you look for the same three points as above:

* **Outside opening hours:** find opening hours and closing time, and set the closed-flow to your Verbu number.
* **No answer:** find the rules for "no answer/timeout" on the queue or flow, and set them to Verbu.
* **Busy/queue full:** find "overflow/queue full/no one available", and set it to Verbu.

Save the changes and test as described below.

## Do you only have mobile numbers without a menu?

Then it isn't a switchboard setup, but you can still set up conditional forwarding.

In the **RenMobil app** from Telenor, you can choose conditional forwarding and handle incoming calls.

If you use a landline or telephony solution from Telenor, there are service codes you can use from a phone on the agreement:

* No answer: `*61*` followed by the number (including seconds).
* Busy: `*67*` followed by the number.

Remember: for a main number with a menu or queue, the switchboard (Call Management or TrueTalk) is still the right way.

## Test before you go live

1. **Test outside opening hours:** temporarily switch to "closed" (or use a test opening hour), and ring the main number. Verbu should take it.
2. **Test no answer:** ring during opening hours, and let it ring without anyone picking up. After your timeout, Verbu should take it.
3. **Test busy/overflow:** get a colleague to be on a call (or fill the queue, if possible), and ring again. If your rule is "busy/queue full", Verbu should take it.

## If something acts up

<AccordionGroup>
  <Accordion title="Calls go to voicemail instead of Verbu">
    This almost always happens because Verbu isn't set as backup in the switchboard, or because a menu item or a timeout still points to a mobile with voicemail. Find the place called **fallback**, **timeout**, or **overflow**, and set it to your Verbu number.
  </Accordion>

  <Accordion title="We have a menu, but only some calls land with Verbu">
    Usually the closed-flow is set but the open-flow is missing — or the other way round. Often "no choice" in the menu is forgotten too. Go through the three places again: closed, no answer, and busy/overflow.
  </Accordion>

  <Accordion title="We forwarded on the mobile, but it doesn't work">
    The main number is controlled in the switchboard, not on the mobile. Mobile forwarding doesn't necessarily change the menu, queue, or opening hours. Set the conditions in Call Management or TrueTalk instead.
  </Accordion>

  <Accordion title="I might have forgotten something">
    The classic mistake is forgetting to save or publish, or only fixing one condition. Check that Verbu is set for closed, no answer/timeout, busy/overflow, and no choice in the menu. Save and publish again, and wait a couple of minutes.
  </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 receives texts — usually a mobile.
  </Accordion>

  <Accordion title="What does 'busy' mean in a switchboard?">
    It rarely means a phone is busy like on a mobile. In a switchboard it most often means **queue full**, **no one available**, or **overflow** — that is, the system can't send the call on.
  </Accordion>

  <Accordion title="Can we keep the menu and still use Verbu as backup?">
    Yes. You set Verbu as the destination for **timeout/no choice**, **no answer**, and **overflow/busy**. The menu still works, but Verbu rescues the calls you can't take.
  </Accordion>

  <Accordion title="Why doesn't it work if I've only set forwarding on a mobile?">
    Because the main number is controlled in the switchboard (Call Management or TrueTalk). Mobile forwarding doesn't necessarily change the menu, queue, or opening hours.
  </Accordion>

  <Accordion title="What do we do if we don't have access to Call Management or TrueTalk?">
    Contact your internal administrator first. If you're missing access, contact Telenor customer service and ask for access to Call Management or TrueTalk for your main number.
  </Accordion>
</AccordionGroup>

## When should you contact Verbu support?

Write to us if:

* you're unsure which flow in the switchboard is the right one (open, closed, or overflow);
* you've set everything up, but calls still land somewhere else;
* you'd like us to quality-check the call-flow, so customers never meet a dead end.

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 every call always go to Verbu? See [Telenor – always forward](/en/pbx/providers/telenor-altid)
* 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)