> ## 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.

# Relatel

> Send incoming calls from your Relatel system to your Verbu agent without changing your number — a step-by-step setup guide.

Is Relatel your phone system? Then keep your number and your setup — Verbu just becomes a step in the routing you already have, as an external destination.

## What you'll set up

Two things in Relatel:

1. **A new employee called "Verbu AI"** — with your Verbu phone number as the external number.
2. **An updated rule on your main number** — so calls reach Verbu AI as a step in the routing.

The number stays yours. Your existing employees still work. If you ever want to switch the agent off again, you just remove Verbu AI from the routing.

## Before you start

You need:

* Admin access to Relatel
* The number you want the agent to answer on (usually your main number)
* **Your Verbu phone number** — find it in the dashboard under **Phone numbers**

If you don't have a Verbu number yet, ask your Verbu contact.

## Steps

<Steps>
  <Step title="Create Verbu AI as an employee in Relatel">
    Sign in to Relatel and go to user administration. Create a new employee with the name **Verbu AI**.

    See Relatel's guide: [Administration of users](https://www.relatel.dk/supportblog/administration-brugere).
  </Step>

  <Step title="Enter your Verbu number as the external number">
    On the Verbu AI employee, set the **external number** to your Verbu phone number. That's the destination the calls are sent to.
  </Step>

  <Step title="Add Verbu AI to the routing on the main number">
    Go to the setup for your main number and add Verbu AI as a step in the existing routing. The default setup is fine — Verbu just sits there as an external destination.

    See Relatel's guide: [Forward main number](https://www.relatel.dk/supportblog/viderestille-hovednummer).
  </Step>

  <Step title="Save and test">
    Save the setup. Call your main number from your mobile and check that the agent picks up.
  </Step>
</Steps>

## Optional: hand off to humans during business hours

A common setup is "Verbu answers after hours, while the team takes calls during business hours". You have two options:

* **In Relatel** — set a time-of-day rule on the main number that sends calls during business hours to your team and the rest to Verbu AI.
* **In Verbu** — let the agent take every call and use **Forwarding** to transfer it on when it makes sense.

Most teams start with the time-of-day rule in Relatel because it's the simplest.

## Common scenarios

<AccordionGroup>
  <Accordion title="The call isn't forwarded to Verbu">
    Check that Verbu AI is an active step in the routing on the main number, and that the external number on Verbu AI is your correct Verbu number (with no spaces).
  </Accordion>

  <Accordion title="Callers hear a busy tone">
    The routing wasn't saved, or the external number was typed with a typo. Open the employee and check the number carefully.
  </Accordion>

  <Accordion title="The agent picks up but immediately drops">
    Usually a problem between Relatel and Verbu. Send a call ID to Verbu support and we'll match it against our logs.
  </Accordion>

  <Accordion title="I want to undo this and go back to the old setup">
    Remove Verbu AI from the routing on the main number. Calls will go straight back to your team.
  </Accordion>
</AccordionGroup>

## Next steps

* Make sure your agent is ready: [Building your first agent](/en/getting-started/building-your-first-agent)
* Set up **Forwarding** on your agent
* If Relatel isn't your PBX, see [Most PBX solutions](/en/pbx/most-pbx-solutions)