> ## 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.

# Forward from Verbu to OneConnect

> Let your agent forward calls to your team in Unitel / OneConnect using local numbers – and what doesn't work yet.

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**.

## 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.

<Tip>
  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.
</Tip>

## Steps

<Steps>
  <Step title="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.
  </Step>

  <Step title="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
  </Step>

  <Step title="Pick Direct">
    Set the contact to **Direct** forwarding. Smooth doesn't work with OneConnect.
  </Step>

  <Step title="Test">
    Call the agent and ask to be put through. Check that the call lands with your colleague in OneConnect.
  </Step>
</Steps>

## Common scenarios

<AccordionGroup>
  <Accordion title="The forward fails, or nothing happens">
    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.
  </Accordion>

  <Accordion title="My colleague gets no intro before the call">
    That's expected. Only Direct forwarding works with OneConnect, so your colleague answers it like any regular incoming call.
  </Accordion>

  <Accordion title="It rings the wrong person">
    If you forward to a queue, OneConnect controls who is a member of it. Check the queue's members under **Køer**.
  </Accordion>
</AccordionGroup>

## Next steps

* How forwarding works in Verbu in general: [Forwarding](/en/capabilities/forwarding)
* Set up users and a queue: [Parallel calls with OneConnect](/en/pbx/unitel-parallel-calls)
* The basic setup: [Unitel](/en/pbx/unitel)