In Bitrix24, you can transfer incoming calls to other employees or departments. Call forwarding works in the browser, Bitrix24 Messenger, and on SIP phones.

Redirect incoming calls in the browser and Bitrix24 Messenger

In the call window, click the arrow icon to open the call forwarding menu. From there, you can transfer the call to an employee or a telephony user group.
Configure queue groups

Transfer a call to an employee. Use one of these tabs in the call window:

• Recent: Search for an employee by first or last name.
• Departments: Find an employee in the company structure.

Click the employee’s name and choose one of these options:

• Internal call: Transfer the call inside Bitrix24.
• Mobile phone forwarding: Transfer the call to the employee’s mobile number.

Transfer a call to a telephony user group. Select the group you want to transfer the call to.

After you choose an employee or a group, click Redirect. You can use one of these transfer modes:

Blind forwarding. The call transfers directly to another employee.

• Your call ends when the second employee answers.
• To leave the call immediately, click Redirect again.
• The customer hears a ringtone while waiting.
• If the second employee does not answer, the call ends.

Forwarding with prior consultation. You can speak with another employee before connecting them to the customer.

• The customer hears a ringtone during the consultation.
• Click Redirect again to connect the customer to the second employee.

This is the call completion form you will see when you transfer the call to another employee

This form will be seen by the employee to whom you redirected the call

Redirect incoming calls on a phone

If you use a SIP phone, you can transfer calls by using an employee’s extension number. Make sure the extension number is added to the employee’s profile.
Calls to extension numbers

General steps for call forwarding:

1. Start call forwarding on the phone. Each device uses different button combinations.
2. Enter the employee’s extension number.
3. Speak with the employee before the transfer. The customer cannot hear this conversation.
4. Confirm the transfer.
5. Hang up the phone.