> ## 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.

# Parallel calls with OneConnect

> How to set up users and a queue in Unitel / OneConnect so your Verbu agent can answer several calls at the same time.

In OneConnect, Verbu signs in as a regular user – just like a desk phone or softphone would. And here's the important detail: **a user in OneConnect can only handle one call at a time**.

If the agent should answer several calls in parallel, it needs several users to answer from. The number of users directly controls how many calls the agent can take at once.

## How it fits together

* **1 user = 1 concurrent call**
* **2 users = 2 concurrent calls** – and so on
* The users live inside a **queue** with the **ring all** strategy
* Incoming calls are sent to the queue – not to a single user

When the queue rings all users at once, Verbu picks up on a user that's free. If two customers call at the same time, the agent takes both – one on each user.

<Tip>
  Start with **at least two users** so the agent can answer two calls in parallel. For most businesses, three to five users is plenty. If your call volume is very high, just add more.
</Tip>

## Before you start

You need:

* Access to the OneConnect admin at `admin.one-connect.dk` (or the contact details for your Unitel reseller)
* Your Verbu contact, who connects the users to Verbu

<Note>
  Does your OneConnect use **netblokke** (IP access lists)? Then Verbu's IP address must be added before any of this works. See [Netblokke and IP access](/en/pbx/unitel-netblokke).
</Note>

## Steps

<Steps>
  <Step title="Create users for the agent">
    Go to **Brugere** (users) and create one user for each parallel call the agent should handle. Each user gets its own local number, for example **200** and **201**.

    Then add the users to the SIP connection in Verbu – one row per extension under **OneConnect SIP accounts**. See [Unitel](/en/pbx/unitel) for how the connection is set up, or send the SIP credentials to your Verbu contact.
  </Step>

  <Step title="Create a queue">
    Go to **Køer** (queues) and click **Tilføj** (add). Give the queue a name, for example **Agent Queue**, and a local number, for example **222**.

    <Frame>
      <img src="https://mintcdn.com/verbu/B7dgFQH8NBH956sG/images/one-connect/queues-list.png?fit=max&auto=format&n=B7dgFQH8NBH956sG&q=85&s=76df05f01b21172a66c29b440f1bbbaa" alt="The queue list in OneConnect with Agent Kø on local number 222, the Ring alle strategy, and two members" width="1566" height="293" data-path="images/one-connect/queues-list.png" />
    </Frame>
  </Step>

  <Step title="Pick the queue strategy and members">
    Open the queue and go to **Køstrategi** (queue strategy). Pick **Ring alle** (ring all), and tick all of the agent's users under the possible queue members.

    <Frame>
      <img src="https://mintcdn.com/verbu/B7dgFQH8NBH956sG/images/one-connect/queue-ring-alle.png?fit=max&auto=format&n=B7dgFQH8NBH956sG&q=85&s=1f3dd5017aa761baaaa05598482d4e44" alt="The queue strategy page for Agent Kø with Ring alle selected and the users on local numbers 200 and 201 as members" width="1507" height="812" data-path="images/one-connect/queue-ring-alle.png" />
    </Frame>

    With ring all, the order of members doesn't matter – the queue rings them all, and Verbu answers on a free user.
  </Step>

  <Step title="Send calls to the queue">
    Point your call plan or forwarding at the **queue's local number** (for example 222) – not at a single user. The queue takes care of distributing the calls.
  </Step>

  <Step title="Save and test">
    Call in from two phones at the same time and check that the agent answers both calls.
  </Step>
</Steps>

## Common scenarios

<AccordionGroup>
  <Accordion title="The agent can only take one call at a time">
    Either the queue only has one user, or calls are pointed directly at a user instead of the queue. Check that the queue has all of the agent's users as members, and that the call plan points at the queue's local number.
  </Accordion>

  <Accordion title="Some callers hear a busy tone at peak times">
    All of the agent's users are busy. Add one or more extra users to the queue – each new user adds room for one more parallel call.
  </Accordion>

  <Accordion title="Verbu won't sign in to the users">
    Check the username and password. If those are correct, check whether your OneConnect uses [netblokke](/en/pbx/unitel-netblokke) – in that case Verbu's IP address must be on the list.
  </Accordion>
</AccordionGroup>

## Next steps

* Using IP access lists? See [Netblokke and IP access](/en/pbx/unitel-netblokke)
* Let the agent hand calls to your team: [Forward from Verbu to OneConnect](/en/pbx/unitel-forwarding)
* The basic setup: [Unitel](/en/pbx/unitel)