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If your phone system is Unitel, you can keep your existing number and your existing setup – Verbu connects to your OneConnect PBX and answers the calls you send its way.

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How it fits together

Verbu connects to your PBX through the main number (hovednummer). Through that connection, Verbu registers as one or more of the PBX’s users (local extensions) using their SIP credentials – exactly like phones signing in. Calls sent to those users land with the agent. It’s three things:
  1. Users in OneConnect – the local extensions Verbu signs in to
  2. A SIP connection in Verbu – created with the main number, with one row per extension
  3. Routing in OneConnect – a queue (or call plan) that sends calls to the users
The number stays yours. Your existing phones still work. If you ever want to switch the agent off again, you just point the calls somewhere else in OneConnect.

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Best practice: concurrent calls

A user in OneConnect can only handle one call at a time, so the number of users controls how many calls the agent can answer in parallel. Create at least two users and put them in a queue with the ring all strategy. The full recipe is in Parallel calls with OneConnect.

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Before you start

You need:
  • Access to the OneConnect admin at admin.one-connect.dk (or the contact details for your Unitel reseller)
  • Your main number – the number your PBX lives on
  • The SIP username and password for each user Verbu should sign in to
Does your OneConnect use netblokke (IP access lists)? Then Verbu’s IP address must be added before Verbu can sign in. See Netblokke and IP access.

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Steps

1

Create users in OneConnect

Go to Brugere (users) in the OneConnect admin and create the users Verbu should sign in to – for example local numbers 200 and 201. Note down the SIP username and password for each.
2

Add the SIP connection in Verbu

Go to Phone numbers in the dashboard and click Add SIP connection under SIP connections. Pick Uni-tel / OneConnect as the provider and enter your main number.The domain is filled in automatically from the main number (for example 12345678.pbx.one-connect.dk). Leave the port at 5060 and the transport on UDP.
3

Add one row per extension

Under OneConnect SIP accounts, add one row per user with the auth username, password, and extension. Save the connection – Verbu now registers the users and is ready to answer calls.
4

Send the calls to the users

In OneConnect: point your call plan or forwarding at the queue that holds the agent’s users. See Parallel calls with OneConnect for the queue setup.
5

Save and test

Call the number from your mobile and check that the agent picks up.

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Optional: hand off to humans during business hours

A common setup is “Verbu answers when nobody is around, and rings the team during business hours”. You can do this two ways:
  • In OneConnect – set a time-of-day rule so calls during business hours go to your team and after-hours calls go to the agent’s queue.
  • In Verbu – let the agent take every call and use Forwarding to transfer to a human when needed. See Forward from Verbu to OneConnect.
Most teams start with the time-of-day rule in OneConnect because it’s the simplest.

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Common scenarios

Check the auth username and password on each row, and that the main number is correct. If those are right, check whether your OneConnect uses netblokke – in that case Verbu’s IP address must be on the list.
All of the agent’s users are busy, or the routing doesn’t point at the queue. Check the queue’s members, and add more users if it’s busy – see Parallel calls.
Usually a firewall or session-border-controller issue between Unitel and Verbu. Send a sample call ID to Verbu support and they’ll match it against the logs on our side.
In Unitel, set the routing back to the old destination – for example a queue or a call group. Calls go straight back to your team.

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Next steps