Relatel: Forward your main number to Zuzana

Keep the number your customers already know. Relatel keeps owning your main number (hovednummer) and passes every call on to your Zuzana number, where it becomes a ticket with recording and transcript.

Relatel's admin is in Danish, so the menu names below are written exactly as you will see them.

What You'll Need

  • Administrator access to your Relatel account at app.relatel.dk
  • A Relatel business subscription with main number setups: Professional, Contact Center or Unlimited
  • Your Zuzana phone number, found under Settings → Phone as the market's inbound phone number. No number yet? Ask us and we will provision one.

Step 1: Add your Zuzana number as an employee

Relatel only forwards main number calls to employees with a switchboard user (omstillingsbruger), so Zuzana gets one.

  1. Sign in to app.relatel.dk
  2. Click Områdemenu (the 9 dots, top left)
  3. Go to Firmatjenester → Firmaadministration → Medarbejdere → Ny medarbejder
  4. Name the employee Zuzana so you can find it again
  5. Choose omstillingsbruger on an external number (no Relatel mobile subscription) and enter your Zuzana number
  6. Save

Step 2: Create a setup that rings Zuzana

  1. Go to Områdemenu → Firmatjenester → Hovednummer
  2. Under Redigér, click Opsætninger, then Ny opsætning
  3. Name it Zuzana
  4. Under Ved indgående opkald, choose Gå til telefonkæde
  5. Add the Zuzana employee as the only member and click Tilføj
  6. Set Registrer som åben eller lukket i statistik to Åben
  7. Click Gem indstillinger

Skip the welcome greeting and menus on the Relatel side. Zuzana's own IVR flow greets the caller, so a Relatel greeting would play twice.

Step 3: Use the setup around the clock

Zuzana reads your business hours itself and decides what callers hear when you are closed, so Relatel should send every call through.

  1. Go to Områdemenu → Firmatjenester → Hovednummer
  2. Under Redigér, click Åbningstider
  3. Pick your main number in Åbningstider for
  4. Choose the Zuzana setup for every time slot
  5. Choose Zuzana for Udenfor åbningstid and for Intet svar as well
  6. Click Gem

Set your opening hours in Zuzana instead. See Business Hours and Phone.

Step 4: Pass on the caller's number

By default Relatel shows your main number on forwarded calls. Zuzana needs the caller's number to match the call to the right customer.

  1. Go to Områdemenu → Firmatjenester → Hovednummer
  2. Under Redigér, click Hovednumre, then Rediger next to your main number
  3. Set Når I modtager opkald på Hovednummer vis nummeret på to Dén, der ringer
  4. Click Gem

Step 5: Test it

  1. Call your main number from a mobile
  2. Check that you hear Zuzana's greeting, not Relatel's
  3. Check that a phone ticket appears in Zuzana showing your mobile number, not the main number
Note: Do not use your Relatel main number as the Overflow phone number in Zuzana. Relatel would send the call straight back to Zuzana and the caller would go round in a loop. Use a mobile or a separate line instead.

Good to know

  • Cost: Relatel does not charge extra for forwarding main number calls to Danish landline and mobile numbers.
  • Undo: Under Åbningstider, switch the time slots back to your previous setup (e.g. Standard) and click Gem. Calls go back to your Relatel phones right away.
  • Outbound calls: This only covers incoming calls. Calls your agents make from Zuzana show your Zuzana number.

Updated 13 October 2026