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When your PBX sends calls to Verbu, you should test with real calls. The test needs to prove three things: the call reaches the agent, the audio works both ways, and the handoff to humans works.

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Quick go-live test

1

Call from a mobile

Use a mobile that isn’t part of your PBX. Call the number your customers use.
2

Listen for the agent's greeting

The agent should answer within a few seconds and say the greeting you set in Verbu.
3

Say something simple

Ask about opening hours or the address. Check that the agent can hear you and responds normally.
4

Test forwarding

Ask to speak to a human, if the agent has Forwarding switched on.
5

Check the call history

Open Conversations in Verbu and check that the call is there with the right number and summary.

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Test more scenarios

Don’t run just one test call. Test the scenarios your routing uses:
  • During opening hours
  • Outside opening hours
  • When the team doesn’t answer
  • When a customer asks to be forwarded
  • From a withheld number if you often receive those
  • From abroad if your customers call internationally

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Common issues

The routing in your PBX probably still points to the old destination, or the destination was typed incorrectly.Check the number’s inbound route, the time rules, and that the Verbu destination is active.
Your PBX can’t reach the destination, or the rule doesn’t allow external forwarding.Check whether your PBX requires external destinations to be approved, or whether an outbound call profile is blocking the forwarding.
This is nearly always codec, NAT or firewall. With SIP routing, your PBX needs to allow PCMA and PCMU (G.711 A-law and µ-law).Ask your PBX administrator to check RTP, the firewall and the codec priority.
Your PBX is overwriting the caller ID. Ask your administrator to pass the original caller ID through.The setting is often called CLIP, original caller ID, preserve caller ID or P-Asserted-Identity.
This can be an aggressive session timer, a firewall timeout, or your PBX not accepting the media stream.Save the time, the number that called and any call ID from your PBX, and send it to Verbu support.
Check that the contact’s phone number in Verbu is correct and can be called from outside.If your PBX is meant to handle the forwarding, the rule needs to sit in your PBX rather than in Verbu.

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What Verbu support needs

Don’t send passwords or SIP passwords. Only send:
  • the time of the test call;
  • the number that called;
  • the number that was called;
  • which agent the call was meant to reach;
  • which PBX or provider you use;
  • whether the issue is “no connection”, “no audio”, “wrong number” or “drops after answering”.
If your PBX shows a call ID, please send that too.

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Safe rollback

Before you go live, agree on how you’ll roll back:
  1. Save a screenshot of the old routing.
  2. Note the name of the old destination, queue or group.
  3. Test that you can switch back.
  4. Make the change at a time with low traffic.
If something goes wrong, set the number’s routing back to the old destination.

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Next steps