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Your agent can forward customers to your team in OneConnect – for example when a human should take over. It works, but in one specific way: through local numbers.

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The two rules

  1. Use the local number as the destination – not a regular phone number. Forward to for example 222 (a queue) or 200 (a user). External numbers like mobile and landline numbers don’t work in this setup – Verbu can’t currently dial out of OneConnect.
  2. Pick Direct – not Smooth. Only direct forwarding works between Verbu and OneConnect. Smooth (where the agent first introduces the call to your colleague) isn’t supported in this setup.
Forward to a queue rather than a single user. That way it rings everyone in the queue, and you can change who answers in OneConnect – without touching the setup in Verbu.

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Steps

1

Find the destination in OneConnect

Decide where the calls should go: a user’s local number or a queue. If you don’t have a queue for humans yet, create one under Køer (queues) – for example “Human queue” with its own local number.
2

Add a contact in Verbu

Go to Phone on your agent in the dashboard and click Add contact. Fill in:
  • Name – for example “Reception, when the customer wants a human”
  • Phone number – enter the local number, for example 222
  • When to forward – a short note for the agent
3

Pick Direct

Set the contact to Direct forwarding. Smooth doesn’t work with OneConnect.
4

Test

Call the agent and ask to be put through. Check that the call lands with your colleague in OneConnect.

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Common scenarios

Check the contact’s phone number. If it’s a regular phone number (for example a mobile number), it won’t work – change it to the local number in OneConnect.
That’s expected. Only Direct forwarding works with OneConnect, so your colleague answers it like any regular incoming call.
If you forward to a queue, OneConnect controls who is a member of it. Check the queue’s members under Køer.

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Next steps