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Do you use Relatel Omstilling? Then you keep your number, your employees and your opening hours. Verbu becomes a new step in the routing you already have.

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How it fits together

  • Who answers the call? Verbu answers. You choose when: always, outside opening hours, or when nobody on your team gets to the phone.
  • How does the call reach Verbu? Through a forwarding user in Relatel. This is an employee called Verbu AI, with your Verbu number as its phone number.
  • What does the user experience? The user calls your main number as usual. The agent answers the call.
Relatel cannot forward a main number directly to an external number. A setup in Relatel can only send calls to an employee, a group or another main number. That is why you must create a forwarding user for Verbu. It sends the calls on to your Verbu number.

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What you set up

You set up three things in Relatel:
  1. A forwarding user called “Verbu AI”. This is a switchboard user (omstillingsbruger) without a mobile subscription. Your Verbu number is its phone number.
  2. Number display on the main number. Then Verbu gets the user’s number, not your own main number.
  3. A setup that sends calls to Verbu AI. Always, outside opening hours, or when nobody answers.
Do not skip step 2. By default, Relatel shows your main number on calls that come through the switchboard. Then Verbu cannot see who is calling. The agent then cannot recognise the user, look them up in your booking or customer system, or send a text message and summary to the right number.

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Before you start

You need:
  • Administrator access to app.relatel.dk.
  • Your company must be validated with MitID at Relatel. Relatel needs this before you can create new products in their shop.
  • Your Verbu phone number. Open the agent in Verbu, go to Turn on → Phone, and find the number under the Numbers tab.
  • An email address for the Verbu AI user. No other employee in Relatel can already use it, for example verbu@yourcompany.dk.
You automatically get at least one Verbu number when you sign up. If you need an extra number, click Ask for a number on the Numbers tab.

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Step 1: Create the forwarding user

1

Go to Medarbejdere

Sign in to app.relatel.dk. Click Områdemenu (area menu, the nine dots at the top left) → Firmaadministration (company administration) → Medarbejdere (employees).
2

Click Ny medarbejder

Click Ny medarbejder (new employee). Relatel sends you to their shop.
3

Choose a switchboard user without a mobile subscription

Choose:
  • Abonnement (subscription): Uden abonnement (no subscription)
  • Omstilling (switchboard): Ja (yes)
Verbu AI does not need a SIM card or a mobile number at Relatel. It only needs access to the switchboard. The price of the switchboard user is shown in the shop.
4

Fill in the user

  • Navn (name): Verbu AI
  • E-mail: the email address you chose for the user
  • Telefonnummer (phone number): your Verbu phone number. Type 8 digits, without +45 and without spaces.
Relatel sends the calls to this phone number. Relatel does not move the number. The number is only the destination.Complete the order. If you already have an active main number, the switchboard user starts the same day.
5

Check the number

Go back to Firmaadministration → Medarbejdere, and click Rediger (edit) next to Verbu AI. Check that the external phone number is your Verbu number. If you change your Verbu number later, you also correct it here.
If you have an unused switchboard user, you can use it. Rename it to Verbu AI. Type your Verbu number as the external phone number under Medarbejdere → Rediger.
If your Verbu number is a foreign number, you cannot type it in yourself. Write to Relatel’s customer service at kundeservice@relatel.dk. They set it up for you.

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Step 2: Show the user’s number, not the main number

1

Open the main number

Click Områdemenu → Hovednummer (main number). Click Hovednumre (main numbers) under Redigér (edit) in the menu on the left. Click Rediger (the pencil) next to your main number.
2

Show the number of the person who calls

Find the field “Når I modtager opkald på Hovednummer vis nummeret på” (when you receive calls on the main number, show the number of). By default, it is set to your main number.Choose den der ringer (the person who calls), and click Gem (save).
Do more main numbers need to send calls to Verbu? Then do the same on each main number.
The setting applies to everyone who gets calls from the main number, including your colleagues. From now on, they see the user’s number instead of the main number when the phone rings. Most teams find this useful.

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Step 3: Send the calls to Verbu AI

First, you make a setup that forwards to Verbu AI. Then you choose when Relatel uses the setup.
1

Create a Verbu setup

Go to Hovednummer → Opsætninger (setups), and click Ny opsætning (new setup).
  • Navn på opsætning (setup name): Verbu AI
  • Ved indgående opkald (on incoming calls): viderestil til… (forward to…)
  • Viderestil til (forward to): Verbu AI
  • Registrer som åben eller lukket i statistik (register as open or closed in statistics): Åben (open). Choose Lukket (closed) if you only use the setup outside opening hours.
Click Gem opsætning (save setup).
2

Choose when Verbu answers the calls

Go to Hovednummer → Åbningstider (opening hours). Here you choose which setup Relatel uses when. Choose one of the three options below, and click Gem.

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Option 1: Verbu answers all calls

  • Choose the Verbu AI setup for all days and time slots.
  • Also choose Verbu AI under Udenfor åbningstid (outside opening hours).
The user always meets the agent. The agent can transfer to your team when it makes sense.

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Option 2: Verbu answers calls outside opening hours

  • Keep your normal setup during opening hours (usually Hovednummer – Standard).
  • Choose Verbu AI under Udenfor åbningstid.
Your team answers the phone during opening hours. In the evening, at weekends and on public holidays, Verbu answers. Public holidays follow Sunday’s opening hours. You can add exceptions, for example the summer holiday, under Undtagelser til åbningstider (exceptions to opening hours).

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Option 3: Verbu answers the calls your team misses

  • Keep your normal setup during opening hours.
  • Choose Verbu AI under Intet svar (no answer).
  • Check the ring time in your normal setup (Opsætninger → Rediger). 20–30 seconds is a good starting point.
The phone rings at your team first. If nobody answers before the ring time ends, Verbu answers instead of the voicemail.
You can combine option 2 and option 3. Then Verbu answers calls outside opening hours and the calls your team misses during opening hours.
Do not put Verbu AI in a ring group with your colleagues. Then the phone rings for everyone at the same time, and the agent answers immediately, before anyone on your team gets to it. Always use a setup that only forwards to Verbu AI.

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When the agent transfers to your team

If the agent must be able to transfer calls, set it up under Teach → Escalate (see Transfer to a person). Transfer to a colleague’s direct number or mobile, not to your main number.
If the agent transfers to the main number, Relatel sends the call back to Verbu. The user then ends up in a loop.

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Test before you go live

  1. Call your main number from your mobile, in the time slot where Verbu must answer.
  2. Check that the agent answers the call.
  3. Open the conversation in Verbu. Check that the conversation shows your mobile number and not the main number.
  4. If you chose option 3: let the phone ring without answering. Check that Verbu answers when the ring time ends.
  5. Ask the agent to transfer you. Check that you reach the right person.
See also Test and troubleshooting.

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Common scenarios

The number display is still set to the main number. Go to Hovednummer → Hovednumre → Rediger. Set “Når I modtager opkald på Hovednummer vis nummeret på” to den der ringer. Click Gem.
Verbu AI does not have a switchboard user. Go to Firmaadministration → Medarbejdere → Rediger → Abonnementer (subscriptions). Check that the user has a switchboard subscription. If it does not, click Tilkøb (add) next to Omstillingsabonnement (switchboard subscription).
Relatel needs your company to be validated with MitID before you can buy new products. Also check that no other employee on your Relatel account uses the email address.
Check that the Verbu AI setup is chosen under Åbningstider for the right time slot. Also check that the external phone number on Verbu AI is your correct Verbu number (8 digits, without spaces).
The external number on Verbu AI is probably wrong. Open the employee. Compare the number with the number under Turn on → Phone → Numbers in Verbu.
Verbu AI is probably in a ring group with your colleagues, or the Verbu AI setup is chosen during opening hours. Remove Verbu AI from the group under Hovednummer → Grupper (groups). Then check Åbningstider.
The agent transfers to your main number. Change the transfer in Verbu, so it goes to a colleague’s direct number or mobile.
This is probably a problem between Relatel and Verbu. Send the time of the call and the number that called to Verbu support. We then compare it with our logs.

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Frequently asked questions

No. Your main number stays at Relatel. The Verbu number is only the destination for the forwarding.
Yes. Relatel charges a monthly amount for a switchboard user. The price is shown in Relatel’s shop when you create the user. Verbu AI does not need a mobile subscription.
Go to Hovednummer → Åbningstider, and choose your normal setups again. The calls go straight to your team immediately. You can keep the Verbu AI user. Then it is quick to turn Verbu on again.
Yes. Verbu AI is a normal colleague in Relatel, so you can transfer to it from the app.Must Verbu also see the user’s number when a colleague transfers? Then sign in as Verbu AI. Go to Min profil (my profile) → Omstilling (switchboard) → Nummervisning ved omstilling (number display on transfer), and turn on Vis den oprindelige opkalders nummer (show the original number).

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Next steps