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Do you have Telia Touchpoint as a switchboard or a phone menu (“press 1 for …”)? Then your calls are controlled by a call flow inside Touchpoint — not by your mobile. This guide shows you how to set Touchpoint to send calls on to Verbu when you can’t answer: when you’re busy, get no answer, or are outside opening hours.
Telia in Denmark is now called Norlys for many customers. It’s the same Touchpoint platform — only the name is new. The steps here apply in both places.

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How it works

  • Who takes the call? Touchpoint (your switchboard) takes the call first — and Verbu steps in when the condition is met.
  • When does Verbu answer? When you’ve set Touchpoint to forward on closed, busy or no answer.
  • What does the customer experience? The customer calls your normal number as always. If you can’t take it, Verbu takes over.
Forwarding on your mobile is often not enough when you have Telia Touchpoint. If your customers hear a welcome message, a menu or a queue, it is Touchpoint that decides where the call ends up (menu, queue, opening hours and fallback). So the change has to be made in Touchpoint Adminweb (admin portal) — not on your iPhone or Android.

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Before you start

You need:
  • Administrator access to Touchpoint Adminweb
  • Your main number — the number customers call
  • Your Verbu number – find it in the dashboard under Phone numbers
Also check these two things, so you know where to go:
  • Where does the call land in Touchpoint? In an answer group (svargruppe — several employees), in a menu switchboard (menuomstilling — “press 1 …”), or both.
  • Who has access to Adminweb? You need to be an administrator to change the call flow.
Don’t have a Verbu number yet? Ask your Verbu contact.

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How to think about the call flow

Put simply, the flow looks like this: Customer → Touchpoint (menu / queue / opening hours) → Verbu (fallback) You usually need to set forwarding in two places:
  1. In the answer group (svargruppe — opening hours + queue/busy)
  2. In the menu switchboard (menuomstilling — if you have “press 1 …”)
The menu names can vary a little from one setup to another. But the words you’re looking for are nearly always: Svargrupper (Answer groups), Angiv åbningstider (Set opening hours), Ved lukket (When closed), Indstillinger for svargruppe (Answer group settings) and Menuomstilling (Menu switchboard).

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Step by step

1

Outside opening hours → Verbu

This is the most common and most important condition. When you’re closed, calls should go to Verbu.
  1. Sign in to Touchpoint Adminweb (see “How to sign in” below).
  2. Go to Svargrupper (Answer groups).
  3. Choose the answer group your main number rings on.
  4. Click Angiv åbningstider (Set opening hours).
  5. Choose a day of the week, and set the opening and closing time (and lunch, if relevant).
  6. Press Gem (Save).
  7. Switch Tidsplan aktiv (Schedule active) on (the toggle must be active).
  8. Find the Ved lukket (When closed) item in the answer group’s settings, choose to forward calls to a number, and enter your Verbu number.
Want to be closed during holidays and on public holidays? Create a “deviating opening time” (afvigende åbningstid — for example “Easter holiday”) and choose closed for that period.
2

No answer → Verbu

When the phone rings out to the employees but nobody picks up, Verbu should take over.
  1. Go to Svargrupper (Answer groups), and choose the relevant answer group.
  2. Click Indstillinger for svargruppe (Answer group settings).
  3. Scroll down to Køhåndtering (Queue handling), and check how calls are distributed (randomly or in priority order).
  4. Click Ringer samtidigt til (Rings simultaneously to), and ideally set it to at least 3 if you’re often busy. That increases the chance that someone gets to the phone and reduces “no answer”.
  5. Find your fallback for “no answer” in the same area. It may be called Når ingen svarer (When no one answers), Timeout, Overløb (Overflow) or Send videre til nummer (Forward to number). Set the destination to your Verbu number.
Can’t find a clear “no answer” setting in your Touchpoint? Use the test steps further down and contact us. Then we’ll help you point to the right setting in your particular version.
3

Busy → Verbu

When everyone is on a call, calls shouldn’t die on the voicemail — Verbu should take over. In Telia Touchpoint it’s common for calls to go to the answer group’s voicemail by default when the answer group is busy.
  1. Go to Svargrupper (Answer groups), and choose the answer group.
  2. Open Indstillinger for svargruppe (Answer group settings).
  3. Check whether you have a setting for Ved optaget (When busy), Svargruppe optaget (Answer group busy) or Overløb ved optaget (Overflow when busy). If you do: set it to forward to a number, and enter your Verbu number.
  4. If your version instead uses “voicemail when busy” by default, do two things: set Ringer samtidigt til (Rings simultaneously to) higher (at least 3 is recommended), and test afterwards. If calls still end up on the voicemail when busy, your busy fallback needs to be changed in the configuration — we’re happy to help with that.
4

If you have a menu (press 1 …)

If customers hear a menu, you also need to make sure the menu’s choices and fallback point to the right place.
  1. Go to Menuomstilling (Menu switchboard) in Adminweb.
  2. Make sure the welcome message is recorded or chosen. Touchpoint usually requires a welcome message before the menu can be activated.
  3. Check each menu choice (for example “press 1 for booking”), and confirm where it points (answer group, employee, and so on).
  4. Find the menu’s fallback (typically “no choice”, “timeout” or “wrong key”), and set it to your Verbu number.
  5. Save or activate, and test.

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How to sign in

Find the version that matches you, and follow one path.

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Telia Touchpoint (classic)

  • Go to Telia’s business login, and sign in with your mobile number.
  • You’ll get an SMS with a one-time code, which you use to sign in.
If you can’t sign in, write to customer service: “Hi — I need administrator access to Touchpoint Adminweb. I need to change our call flow so calls are forwarded to your Verbu number when closed, busy and when no one answers. Can you confirm who is admin on the account — and give me access?”

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Norlys Touchpoint (same platform — new name for many)

Norlys’ Touchpoint has the same features in the app (forwarding, “when not available” and similar). Some features require an admin to switch them on in Adminweb.
  • The Touchpoint login may sit on a Touchpoint or Telia login address.
  • In Touchpoint Softphone there may be a shortcut to the administrator page — but only if you’re an admin.
If you’re unsure about the login path, write to customer service: “Hi — we use Touchpoint via Norlys/Telia. I need to get into Adminweb to change our answer group (When closed) and make sure there’s a fallback to your Verbu number. Can you send me the correct login path and confirm admin rights on the account?”

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Don’t know whether you’re on Telia or Norlys?

  • Ask internally: “Who set up our Touchpoint?”
  • Look in your Touchpoint or Softphone for “Adminweb” or “administrator page” (requires admin).
  • Use this text for support: “I need help with Touchpoint Adminweb. We need calls forwarded to your Verbu number when closed, busy and on no answer.”

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Test before you go live

Use another phone (a colleague’s or your own private one) to call in.
  1. Test outside opening hours: set a short “closed” window (for example 5 minutes) in the opening hours, or use today’s opening hours. Call the main number — Verbu should answer.
  2. Test no answer: make sure nobody picks up in the answer group. Call in — after the ring time or fallback, Verbu should answer.
  3. Test busy: get one or two employees to be on a call at the same time. Call in — when the answer group becomes busy, the call shouldn’t die on the voicemail, but end up with Verbu.

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If something plays up

This often happens because the answer group goes to voicemail by default when busy. Check the “busy fallback” or “overflow” in the answer group settings, and test again. If you can’t find the setting, that’s completely normal — contact us, and we’ll find the exact button in your version.
The call probably never reaches the mobile, because Touchpoint takes over first. Set the forwarding in Touchpoint (answer group or menu) instead.
If you have a menu switchboard, a menu choice may still point to an employee or group without a correct fallback. Go through each menu choice as well as the “no input” and “timeout” fallback, and set them to Verbu.
Check that Tidsplan aktiv (Schedule active) is switched on for the opening hours, and that you’ve set Ved lukket (When closed) to Verbu. Also remember holidays and public holidays, if they’re set up.
Check the four things from top to bottom: that you set it in Touchpoint and not just on a mobile, that the schedule is active, that you changed the right answer group (the one the main number actually rings on), and that the Verbu number is typed correctly with no typos.

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Frequently asked questions

No. Forwarding only applies to calls. SMS is still delivered to the mobile as normal.
Usually no, when you use Touchpoint. It’s Touchpoint that controls the call flow.
Yes. That’s exactly what opening hours and “Ved lukket” (When closed) are for in the answer group.
Typically that the answer group can’t take any more simultaneous calls. In some setups, calls go to voicemail by default.
Because it increases the chance that a busy business still gets the call answered. The Touchpoint guide recommends exactly that — higher concurrency when things are busy.
It depends on your agreement. Many solutions charge forwarding at the ordinary call rate. Check your agreement if you want to be completely sure.
Yes, the call normally comes through with the customer’s number. A few switchboard setups can affect what’s shown, though. If you see a “wrong number”, we’ll help adjust it.

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When should you contact Verbu support?

Write to us if:
  • you’ve set opening hours and “Ved lukket” (When closed), but calls still don’t go to Verbu;
  • calls end up on the voicemail when busy, and you can’t find the “busy” or “overflow” setting;
  • you have a menu (“press 1 …”) and want to be completely sure the fallback is correct.
It’s completely normal to get help here — Touchpoint can be set up differently from one business to another, and we’ll calmly get you across the line.

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Next steps