> ## 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.

# Telia Touchpoint: Always forward to Verbu

> Send every call from your Telia Touchpoint main number straight to Verbu, so customers are always met by Verbu.

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.

<Note>
  Telia in Denmark is now called **Norlys**. If you use Norlys Touchpoint, the steps are the same — you just work inside Norlys' help centre.
</Note>

## 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.

<Warning>
  **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.
</Warning>

## 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.

## 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.

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

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

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

When the answer group is always "closed" and "Ved lukket" (When closed) points to Verbu, every call is sent to Verbu — always.

## 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).

## 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.

## If something plays up

<AccordionGroup>
  <Accordion title="Calls go to voicemail instead of Verbu">
    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.
  </Accordion>

  <Accordion title="We forwarded on the mobile, but it doesn't work">
    The call to the main number is handled by Touchpoint, not by the mobile. Set it in the answer group in Adminweb instead.
  </Accordion>

  <Accordion title="I can't find “Ved lukket” (When closed)">
    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.
  </Accordion>

  <Accordion title="It doesn't work – checklist">
    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?
  </Accordion>
</AccordionGroup>

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Does Verbu also get our SMS?">
    No. Forwarding only applies to calls. SMS stays on your normal number as before.
  </Accordion>

  <Accordion title="How do I switch always-on forwarding off again?">
    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.
  </Accordion>

  <Accordion title="Why do you recommend closing the answer group rather than other tricks?">
    Because it's the most stable way to make sure every call hits the "Ved lukket" (When closed) rule, which you control yourself.
  </Accordion>

  <Accordion title="Can we use the app forwarding for the whole company?">
    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.
  </Accordion>

  <Accordion title="We have several departments, each with its own number">
    Then you make the same setup for each relevant answer group or number.
  </Accordion>
</AccordionGroup>

## 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.

## Next steps

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