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Working time settings for phone numbers

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There is a possibility to change the phone number’s time settings for the rented number or connected SIP PBX (office or cloud). This option allows informing your clients that the calls performed outside the working hours frame cannot be assisted.

You can configure the working hours for a number or PBX by clicking Telephony > Configure numbers > select a number/PBX.

Then click Working hours and enable the Phone hours option.

Here you can configure:

  • Time zone - this option allows to choose the time zone for the working hours parameters (usually it is the same time zone as set on your computer).

  • Working hours - all calls outside this time frame will be processed as “off-hours calls”.

  • Days off - all calls on the selected days will be processed as “off-hours calls”.
    To clear the days off mark (for example, your company works seven days a week, without days off), leave one day marked as a day off, then hold CMD (MacOS) or CTRL (Windows) and click on the only day off left. This will delete all days off.
  • Holidays - all calls on the selected days will be processed as “off-hours calls”.
    Please note that you need to specify holidays exactly as it's displayed in the example - day.month. Use commas and don't use spaces for separation.
  • Off-hours call processing - select how off-hours calls will be processed. There are three options available:
    1. Enable voice mail - the missed calls audio recording will be playing by default, you can upload your own music or recording as well (you can upload .mp3 files not larger than 2Mb).
      If the caller leaves a voice mail message after the end of the missed calls audio recording and the "record calls" option is enabled, the call recording will be available in the Call details section, in the Telephony - Recorded Calls folder on the Company drive or in the CRM element's card.
    2. Forward call to specified number - the off-hours call will be forwarded to the number you set in the form (the number must be in the international format).
      Remeber that forwarded calls are considered as outgoing calls. When the call is forwarded, you get charged according to the outgoing calls rates.
    3. End call - the off-hours calls will be declined. (for toll-free calls, when this option is enabled, the calls will be declined and you won’t be charged).

  • Off-hours recorded message - you can select melody or recording that will be played when you get an off-hour call. Also, you can upload your own melody or recording.
Important!

If the call has been missed due to the working hours settings, there are several ways the call will be treated by Bitrix24 CRM:

  1. If the search for caller's phone number ID hasn't been performed in Bitrix24 CRM (the settings option for search is not switched on), in this case, a user from the call forwarding queue will get the missed call notification.

  2. The phone number has been checked in Bitrix24 CRM and:
    • the number is found in the CRM database, in this case, the call will be attached to the CRM record and it's responsible will get the call notification.

    • the number isn't found in the CRM database and the option “automatically create new lead” is enabled, than the new lead will be created with call activity and the notification will be sent to a user from the queue.

    • the number isn't found in the CRM database, option “offer to create a new record in the call window” is enabled, than the notification about the missed call will be sent to a user from the queue, but call recording will not be created.
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