During an inbound call, the call window shows the caller’s and recipient’s phone numbers. If you cannot answer the call, click Ignore to send it to the queue.

During an outbound call, the window only shows the client’s phone number.

If you connected a SIP phone, Bitrix24 routes outbound calls through that device by default. To switch the call to the browser, click the blue phone icon.

Learn more:

• Make and answer calls in Bitrix24
• Route an outgoing call from the phone to the browser

The screenshot on the left shows an inbound call. The screenshot on the right shows an outbound call window.

If you use a REST application, the call window only includes the Close button. You cannot make calls from the browser, Bitrix24 Messenger, or the mobile app. Use a separate softphone app or SIP phone instead.

Learn more about the difference between SIP connection and REST applications

After you answer a call, these options become available:

• Hold: Put the call on hold.
• Mute: Turn your microphone on or off.
• Arrow: Transfer the call to another user.
  Learn more about call transfer
• Keyboard: Enter an extension number.

You can also add a comment during the call. Click Comment, enter your text, and save it before the call ends. Bitrix24 saves the comment in the related activity and under Call Details.

You can minimize the call window and continue working in Bitrix24 during the call. To restore the full window, click the small arrow on the right.

In the Bitrix24 mobile app, the active call form looks similar to the standard call screen on a smartphone.

The screenshot on the left shows an inbound call. The screenshot on the right shows an outbound call screen.

The mobile call form includes these options:

• Mute: Turn your microphone on or off.
• Keyboard: Enter an extension number.
• Hold: Put the call on hold.
• Speaker: Turn on speaker mode.

If you select offer to create a new record in the call window, Bitrix24 does not automatically save calls from new clients as leads.

To create a CRM record manually:

1. Click Add new lead or Add new contact in the call window.
2. Bitrix24 opens a new browser tab.
3. Create the CRM record.

You can also select create a new lead automatically. In this case, Bitrix24 automatically creates a new lead with the client’s phone number.

When you call an existing client, the related CRM record appears in the call window. Before the call ends, click Deal or Invoice to create a new deal or invoice. Bitrix24 opens a new browser tab where you can create the record.

If you use Simple CRM mode (without leads) and enable automatically create a new lead, Bitrix24 creates a new deal and contact instead.

You can also create a new deal or invoice directly from the call window.

If you select offer to create a new record in the call window, you can create a lead or contact during the call. If you create a lead, Bitrix24 automatically converts it into a contact after you save the changes.

Learn more about CRM modes

If you select offer to create a new record in the call window:

1. Tap Open CRM.
2. Select Create lead or Add contact.
3. Fill out the form.
4. Tap Create in the top-right corner.

If you use Simple CRM mode (without leads) and enable automatically create a new lead, Bitrix24 creates a new deal and contact instead.

You can also create a new deal or invoice directly from the call window.

If you select offer to create a new record in the call window, you can create a lead or contact during the call. If you create a lead, Bitrix24 automatically converts it into a contact after you save the changes.

Learn more about CRM modes