An active call form appears in your Bitrix24 when handling both inbound and outbound calls. It shows up as a call window in a browser or the Desktop app and as a special call screen in the Mobile app. It helps users efficiently manage calls and create or update CRM entities. Read this article to uncover all the available options for the active call form.
Active call form features
When an incoming call is received, the call window displays the phone numbers of both the caller and the recipient. If you cannot answer the call, click Ignore to transfer it to the queue.
When making a call, you can only see the client's phone number. If you have connected a SIP phone, the outgoing call is made via this device by default. Click the blue phone icon to route the call to the browser.
See these topics to learn more:
On the left is an example of inbound call processing, and on the right is an outbound call window:
If you use a REST application, there is only the Close button in the call window. You cannot call from a browser, the Desktop or Mobile app. You should use a separate softphone app or SIP phone.
Learn more about the difference between SIP connection and REST applications
After you answer a call, the additional options appear in the call window:
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Hold: Put a call on hold.
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Mute: Enable or disable your microphone.
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Arrow: Redirect a call to another user.
Click here to learn more about this option -
Keyboard: Enter an extension number.
Also, you can leave a comment about the call right in the call window. Click Comment and enter your text. Save it before the call ends, and it will appear in the corresponding activity and under Call Details.
While communicating with your client, you can minimize the call window to perform any other actions in Bitrix24. To return the call to full screen, click on a small arrow on the right.
The active call form in the Bitrix24 mobile app is similar to a standard call screen on your smartphone. On the left screenshot is an example of inbound call processing, and on the right is an outbound call screen:
The following options are available in the mobile call form:
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Mute: Enable or disable your microphone.
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Keyboard: Enter an extension number.
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Hold: Put a call on hold.
- Speaker: Put your phone on speaker.
Also, you can minimize the call screen to work in CRM simultaneously. Tap the call bubble, and you will be immediately taken to the full call display.
Creating CRM entities from the active call form
You can create a new CRM entity manually in the call window, or set up automatic lead or deal creation.
Go to Telephony > Configure numbers > CRM integration, and select the option you prefer under If the number is not registered with CRM.
Learn how to configure CRM integration
Suppose you choose the option to offer to create a new record in the call window. In this case, a call from a potential client won't be automatically saved as a new lead in CRM. Click Add new lead or Add new contact in the call window. You'll be redirected to the new browser tab, where you can create a new CRM entity.
Or you may decide to create a new lead automatically. In this case, a call will be saved as a new lead in CRM, containing your potential client's phone number.
When calling an existing client, you will see the associated CRM entity's details in the call window. Click Deal or Invoice to create a new deal or invoice before the call ends. You'll be redirected to the new browser tab, where you can quickly add a new deal or issue an invoice.
If you use the Simple CRM mode (without leads) and apply the settings to automatically create a new lead, the system will create a new deal and contact instead. In addition, you can create a new deal or invoice from the call window.
If you choose the option to offer to create a new record in the call window, you can add a new lead or contact by clicking the corresponding button during the call. If you add a new lead, it will be automatically converted into a contact after saving the changes.
Suppose you choose the option to offer to create a new record in the call window. To add a new entity in mobile CRM, tap Open CRM and select Create lead or Add contact.
Fill in the form, and then tap Create in the top-right corner.
If you use the option to create a new lead automatically, or you receive a call from an existing client, tap Open CRM to view the contact form or create a deal.
If you use the Simple CRM mode (without leads) and apply the settings to automatically create a new lead, the system will create a new deal and contact instead. In addition, you can create a new deal or invoice from the call window.
If you choose the option to offer to create a new record in the call window, you can add a new lead or contact by clicking the corresponding button during the call. If you add a new lead, it will be automatically converted into a contact after saving the changes.
In brief
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An active call form is displayed when handling inbound and outbound calls.
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Here you can put a call on hold, manage the speaker and microphone, and dial an extension number.
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Transferring a call to another user is possible only in the web version.
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Minimize a call form to work in CRM at the same time.
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Create a new CRM entity manually from the call window, or set up automatic lead or deal creation in the number settings.