Skip to main content
Do you use Uni-tel and One-Connect as your phone system? Then you keep your number and your setup. Verbu connects to One-Connect and answers the calls you send to the agent.

​
How it fits together

The setup has two parts:
  1. Extensions for the agent. Verbu signs in to One-Connect as one or more users (extensions), just like a phone. Calls to those extensions go to the agent.
  2. The connection to One-Connect. An administrator login to One-Connect. With it, Verbu can check if a colleague is free, move a call with the user’s number, and send call events. This part is optional.
Your number stays yours. Your phones still work. To turn the agent off again, send the calls somewhere else in One-Connect.

​
What Verbu can do with One-Connect

The agent cannot transfer to external numbers through One-Connect, for example a mobile number or a landline. Always transfer to an extension or a queue in One-Connect. See Forward from Verbu to OneConnect.

​
Before you start

You need:
  • Access to the One-Connect admin at admin.one-connect.dk, or the contact details of your Uni-tel reseller.
  • Your main number: the number your customers call.
  • The SIP username and password of each user that Verbu signs in as.
  • An administrator login to One-Connect, if you want presence checks, A-number presentation or call events.
Does your One-Connect use netblokke (IP access lists)? Then Verbu’s IP address must be on the list before Verbu can sign in. See Netblokke and IP access.

​
Part 1: Extensions for the agent

1

Create users in One-Connect

Go to Brugere (users) in the One-Connect admin. Create the users that Verbu signs in as, for example extension 200 and 201. Write down the SIP username and password of each user.
One-Connect requires the SIP username to be the same as the extension number. If the user has extension 200, the SIP username must also be 200. One-Connect refuses a username such as AI or Receptionist, and then Verbu cannot sign in.
2

Connect One-Connect in Verbu

Go to Settings → Phone systems. Click Connect on the Uni-tel / OneConnect card. Give the connection a Name, for example “Head office”, and type your Main number. Click Save.Verbu finds your One-Connect from the main number. A workspace can have one phone system.
The Phone systems page in Verbu with the Uni-tel / OneConnect card and the Connect button
3

Add the extensions

Open the phone system. Under Local extensions for the AI receptionist, click Add extension. Type the Extension, Username and Password of the user from step 1. Do this for each user.When the extension is connected, the Status column shows Connected.
The phone system in Verbu with Connection at the top and extension 201 with the status Connected
4

Choose the agent

Open the menu on the extension’s row, and click Assign to agent. Choose the agent that answers calls to the extension.
5

Send the calls to the extensions

In One-Connect: send your call plan or forwarding to the queue that holds the agent’s users. See Parallel calls with OneConnect.
6

Test

Call the number from your mobile. Check that the agent answers.

​
Best practice: concurrent calls

A user in One-Connect can only have one call at a time. So the number of users decides how many calls the agent can answer at the same time. Create at least two users, and put them in a queue with the ring all strategy. See Parallel calls with OneConnect.

​
Part 2: The connection to One-Connect

Presence checks, A-number presentation and call events use One-Connect’s own interface. They all use the same login. You save it once.
1

Add the login

Open the phone system under Settings → Phone systems. Click Add login in the Connection to One-Connect card. Type the One-Connect user name and Password, and click Save and test login.Use an administrator in One-Connect, not a SIP user. Verbu tests the login before it saves it. When it works, the card shows Connected.
2

Turn on the functions

The functions are in the same card, under the login. Turn on the functions you want. If you turn on a function with no login, Verbu opens the login form.
The Connection to One-Connect card with the login Connected and three functions: presence checks, A-number presentation and call events

​
Presence checks before call transfers

Before the agent transfers a call to an extension, Verbu checks the colleague’s phone in One-Connect:
  • Busy: the colleague is in a call, the phone is ringing, or Do not disturb is on.
  • Not connected: the colleague’s phone is not signed in.
  • Free: the phone is free.
If the colleague is busy or not connected, the agent does not transfer. The agent tells the user that the colleague cannot take the call, and offers to take a message.
The presence check only reads if the phone is busy. It does not read the colleague’s profile or status in One-Connect, for example “Lunch” or “Meeting”. If a colleague has the profile “Meeting” but the phone is free, the agent transfers.
If One-Connect does not answer in time, the agent transfers as usual. A failed check never stops a transfer.

​
A-number presentation

Without A-number presentation, the agent transfers from its own extension, and the colleague sees the agent’s number. With A-number presentation, One-Connect moves the call itself, and the colleague sees the user’s number. A-number presentation only works to internal destinations in One-Connect: the extension of a user or a queue. It is a cold transfer. If you turn A-number presentation off, the agent transfers from its own extension again. The login stays saved.

​
Send call events to a webhook

Verbu can send an event to your own systems when something happens to a call in the phone system. For example, it can open the customer’s record in your CRM when the phone rings.
  1. Turn on Send call events to a webhook.
  2. Type the Destination address. The address must start with https://.
  3. Choose the events you want:
    • call.incoming: the phone rings.
    • call.answered: the call is answered.
    • call.ended: the call ends.
  4. Click Save.
  5. Copy the Signing secret. Verbu shows it only once. Use it to check the X-Verbu-Signature header on each event.
If you turn call events off, Verbu deletes the signing secret. You get a new secret when you turn it on again.
Call events are a function for all phone systems. Today they work with Uni-tel One-Connect. Dstny, Flexfone and Telia TouchPoint come soon.

​
Remove the login

Click Remove login in the Connection to One-Connect card. Presence checks, A-number presentation and call events turn off, and the signing secret is deleted. The extensions for the agent still work.

​
Optional: hand off to people during business hours

A common setup is: the team answers calls during business hours, and the agent answers the rest. You have two options:
  • In One-Connect: make a time-of-day rule. It sends calls during business hours to the team and the rest to the agent’s queue.
  • In Verbu: let the agent answer all calls, and let it transfer to the team when that makes sense. See Forward from Verbu to OneConnect.
Most teams start with the time-of-day rule in One-Connect, because it is the simplest.

​
Troubleshooting

First, check that the SIP username in One-Connect is the same as the extension number. If they are different, One-Connect refuses the sign-in, and the row shows Refused in Verbu. Fix the username in One-Connect, and type the same username in Verbu.Then check the password and the main number. If they are correct, check if your One-Connect uses netblokke. If it does, Verbu’s IP address must be on the list.
Check that the user is an administrator in One-Connect, not a SIP user. Also check that the main number under Connection is correct and saved. Verbu uses the main number to find your One-Connect.
The presence check only reads if the phone is busy. It does not read the profile in One-Connect. If the colleague does not want calls, the colleague must turn on Do not disturb or sign the phone out.
One-Connect does not yet support transfers from the agent to external numbers. Use an extension or a queue in One-Connect. See Forward from Verbu to OneConnect.
All the agent’s users are busy, or the routing does not send the calls to the queue. Check the queue members, and add more users if it is busy. See Parallel calls.
This is probably a firewall or an SBC between Uni-tel and Verbu. Send a call ID to Verbu support, and we compare it with our logs.
In One-Connect: send the calls back to the old destination, for example a queue or a call group. The calls go straight to the team again.

​
Next steps