Set up queue groups in telephony settings and decide which users will answer inbound phone calls in your Bitrix24.

Go to CRM > Add-ons > Telephony. Click Configure telephony and select Queue groups.

To create a new queue group, click Add queue group in the top right corner.

To edit an existing queue group, click on the button next to the group name and select Edit.

Set up a queue group

Follow these steps to configure a telephony queue group:

1. Specify the group name.

2. Click Add employees and select Bitrix24 users who will answer calls.

3. Specify the group extension number. Callers can enter it while listening to the welcome music. In this case, their call will be forwarded directly to this queue group. When calling a group within Bitrix24, the system directs a call to the user according to the queue settings. Note that the number can be up to 4 digits (XXXX).

   Don't forget to enable the Extension number processing option in the number settings for this option to work properly.
   Learn how to configure numbers

4. Select the type of call distribution between employees in the group:

   Evenly: Enabling this option routes an equal number of calls to all the employees in a group. The system tracks which users have not received calls for a while and puts them ahead in the distribution queue. Note that the call is considered distributed even if an employee does not answer it. In this case, the call is sent to the next user in the queue.

   Exactly as enqueued: In this type, the employees are arranged in a fixed order, and calls are initially distributed to just the first person in the queue. The system sends calls to the next user if the previous one is busy. Note that an infinite queue is unavailable in this mode.

   To everybody: This type enables an endless queue; the system alerts all employees in the queue to an incoming call at the same time.

   If you use SIP phones and To everybody type of call distribution, incoming calls cannot be transferred to more than 10 phones (devices).

   This is Voximplant's limitation, which is relevant for SIP phones only. There are no limits when using a browser, desktop, or mobile app for calls.

5. Set the number of rings before forwarding a call to the next user in queue. This setting is beneficial if you select Evenly or Exactly as enqueued type of call distribution. Here, you can specify how many rings the caller hears before the call is forwarded to the next user in the queue.

   Bear in mind that a phone ring lasts 5 seconds.



6. Then choose how to process missed calls:

   Enable voice mail: This option allows the client to leave a voice message.

   Forward call to employee: Select this option to forward a call to an employee's mobile phone specified in the profile.

   Forward call to specified number: Select this option and specify a rented number or connected PBX to forward the caller to it.
   Learn how to configure call forwarding

   Wait for available operator: This option allows placing a call in the queue. The caller listens to the hold music until the first vacant operator answers.

   Forward to another queue group: Select this option to send your client to a different group.

   End a call.



7. Decide whether you want to allow call interception in the queue group.

   The call interception option allows answering a call for another employee. It is useful if your colleague is away and has an incoming call. Note that this option can be used only by employees added to the same queue group.

   Tick the checkbox () to enable this option in the group settings.

   

   This option is particularly useful when operators work in an office. They need to know about incoming calls to their colleagues to use it (for example, hear the phone ringing).

   If you use softphone in Bitrix24 Messenger, click the Intercept button when there is an incoming call. This call will be transferred to you.

   

   If you use a SIP phone, you can enter a special call interception dial code. By default, the intercept dial code is *11, but you can change it in Telephony settings.

   

Assign queue group to number

Once you've finished the queue group configuration, you need to configure a number that this group will belong to.

1. Go to CRM > Add-ons > Telephony.

2. On the Connection page, click Configure numbers and select a number or PBX.

   

3. Open the Inbound call routing tab.

4. Under Route inbound call to queue group, select the configured queue group.