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Do you have Telia Touchpoint with a switchboard or a phone menu? Then your calls are controlled by an answer group (svargruppe) inside Touchpoint — not by your mobile. This guide shows you how to set the answer group to always send calls on to Verbu.
Telia in Denmark is now called Norlys. If you use Norlys Touchpoint, the steps are the same — you just work inside Norlys’ help centre.

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How it works

  • Who takes the call? Verbu answers.
  • When? Always (24/7), as long as forwarding is switched on.
  • What does the customer experience? The customer calls as usual and is met by Verbu right away — no queue, no voicemail.
Forwarding on your mobile is often not enough when you have a switchboard. When your customers hear a welcome message or a menu, it is Touchpoint (the answer group) that decides where the main number rings. So the change has to be made in Touchpoint Adminweb (admin portal) — not on your mobile. The correct logic is: customer → Touchpoint (main number / answer group) → Verbu.

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Before you start

You need:
  • Administrator access to Touchpoint Adminweb (reached through Telia’s business login / Selvbetjening for Erhverv, their business self-service)
  • Your main number — the number customers call
  • Your Verbu number – find it in the dashboard under Phone numbers
Do you only want to forward one employee’s mobile number? Use the “Alternative method” at the bottom of the steps. Don’t have a Verbu number yet? Ask your Verbu contact.

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Step by step

The most reliable way to get always-on forwarding is to keep the answer group closed all the time and let “Ved lukket” (When closed) point to Verbu.
1

Sign in to Adminweb

Go to Telia’s business login. Touchpoint Adminweb is reached through Selvbetjening for Erhverv (business self-service).Sign in with your mobile number, request an SMS code, and sign in with the code.
2

Find the right answer group

Go to Svargrupper (Answer groups). Choose the answer group that your main number rings on — often the one with the company name or “Omstilling” (Switchboard).As an administrator you can see and work with all of your answer groups.
3

Set “Ved lukket” (When closed) to Verbu

This is where the key is. Inside the answer group, go to Indstillinger for svargruppe (Answer group settings).Find the “Ved lukket” (When closed) section. Choose the action that matches forward to a number (the wording can vary), and enter your Verbu number. Save.
4

Keep the answer group closed all the time

Click Angiv åbningstider (Set opening hours). Go through every day of the week and choose Lukket (Closed) for the whole day. Press Gem (Save).Finally, switch Tidsplan aktiv (Schedule active) on (the toggle must be active) — otherwise the change won’t take effect.
When the answer group is always “closed” and “Ved lukket” (When closed) points to Verbu, every call is sent to Verbu — always.

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Alternative method: forward your own number only

Use this only if you want to forward your own mobile number — not your switchboard or main number.
  1. Open the Touchpoint app.
  2. Go to Mine indstillinger (My settings).
  3. Find Viderestilling (Forwarding).
  4. Press Angiv nummer (Set number) and enter your Verbu number.
  5. Press Gem (Save).

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Test before you go live

  1. Call the main number from another phone — Verbu should answer right away.
  2. Call again a minute later to catch any delayed activation — Verbu should still answer.
  3. If you have several numbers (for example a department or clinic), call those too. Only the numbers and answer groups you have set to “closed + When closed = Verbu” should land with Verbu.

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If something plays up

This usually happens when “Ved lukket” (When closed) isn’t set correctly and is still on the default. By default, calls can go to the answer group’s voicemail if the group is busy. The most stable solution is to keep the answer group closed all the time and set “Ved lukket” to Verbu.
The call to the main number is handled by Touchpoint, not by the mobile. Set it in the answer group in Adminweb instead.
Menus and names can vary a little, but “Ved lukket” is part of the answer group’s settings. If you still can’t see it, it’s often a question of permissions — get administrator access to Adminweb.
Go through the list in order: Did you set it in the answer group (not just on a mobile)? Is Tidsplan aktiv (Schedule active) switched on? Is it the right answer group — the one the main number rings on? Is “Ved lukket” (When closed) set to forward to your Verbu number?

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Frequently asked questions

No. Forwarding only applies to calls. SMS stays on your normal number as before.
Go back into the answer group. Set the opening hours back so the group isn’t closed all the time, and/or change “Ved lukket” (When closed) back to your default (for example a queue, voicemail or switchboard). Save.
Because it’s the most stable way to make sure every call hits the “Ved lukket” (When closed) rule, which you control yourself.
Only if it really is your number that customers call. For a main number or a switchboard it has to be set in the answer group in Adminweb.
Then you make the same setup for each relevant answer group or number.

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When should you contact Verbu support?

Write to us if:
  • you’ve followed the steps, but calls still don’t reach Verbu;
  • you’re unsure which answer group controls your main number;
  • you can only find forwarding in the app, but not in Adminweb (often a question of administrator permissions).
It’s completely normal to get help here — Touchpoint setups can differ, and we’ll calmly get you across the line.

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Next steps