Telephony in Bitrix24 allows you to call customers directly from the CRM, record conversations, and store the entire communication history in one place.

This article covers frequently asked questions about telephony in Bitrix24:

• How to start making calls from Bitrix24
• Cost of number rental and calls
• When funds are deducted from the telephony account in Bitrix24
• What happens to a rented number if payment is overdue
• When the rental period for a number begins
• What call direction means
• What SIP PBX and SIP connector are
• How much the SIP connector costs and if additional payments are required
• Differences between cloud and office PBX
• Where to find the server address, login, and password for the SIP connector
• How to top up the telephony balance
• Whether a rented number can be used for outgoing calls
• How many numbers can be rented
• Why calls intended for another company are received
• How to transfer a rented number from one Bitrix24 account to another
• How long a call can last
• Why missed calls are assigned to a responsible person not in the queue
• Why a callback from a CRM form is routed to another employee
• Why the "Account isn’t activated" error appears
• Why the call date in the CRM card does not match the actual date

How to start making calls from Bitrix24

There are three ways to connect telephony to Bitrix24:

• Rent a number. Rent a virtual number if your company does not have one yet.
  Rent a number
• Connect PBX via SIP connector. Connect your number through a cloud or office PBX.
  Choose the type of PBX and connect it to Bitrix24
• Connect PBX via REST application. Connect your number through an app from the Bitrix24 Market.
  Connect SIP PBX using REST API

Cost of number rental and calls

If you use a rented number, you need to pay for both outgoing calls and the number rental. Payments go to the number provider — the Voximplant operator.
Rent a number

Number rental. You can find the rental cost in the section CRM > Customers > Contact Center > Telephony > Rent a number. To view the price, select the desired country, region, and number type.

Incoming calls. Incoming calls in Bitrix24 are free.

Outgoing calls. Funds for outgoing calls are deducted from the telephony account. If you use call forwarding, such calls are also considered outgoing. Prices can be checked with the Voximplant operator.
Configure call forwarding

When funds are deducted from the telephony account in Bitrix24

Payment for number rental is deducted monthly at the end of the period. If the balance is insufficient, the rental is suspended until the balance is topped up.

What happens to a rented number if payment is overdue

If you do not pay for the number, incoming and outgoing calls will be unavailable. The number rental is suspended until payment is made. Once funds are added to the balance, the number will work again. If payment is not made within a month, the number will be removed from the account.

The rental period will be calculated from the moment the number is renewed.

When the rental period for a number begins

The rental period for a number begins when you click the Reserve button.

For example, if you reserved a number on April 1 and the documents were confirmed on April 3, the number will start working after the documents are confirmed, but the rental date will be counted from April 1. The next payment will be due on May 1.

To use a rented number, you need to upload documents. If they are not uploaded or confirmed, the number will not work. Documents can be added immediately or within two weeks after selecting the number. If they are not uploaded within this time, the reservation is automatically canceled, and the funds are returned to your balance.

What call direction means

Call direction refers to the country or region where the call is made. The cost depends on the region of the rented number and the call direction, not the physical location of the employee.

What are SIP PBX and SIP connector

With SIP PBX, you can make and receive calls in Bitrix24. There are cloud-based and on-premise PBX options.
Choose the type of PBX and connect it to Bitrix24

The SIP connector is a software module that routes outgoing and forwarded calls from Bitrix24 to SIP PBX. Incoming calls are handled automatically by the SIP connector without additional setup. For outgoing calls and forwarding, a SIP connector license is required.
SIP connector

How much does the SIP connector cost and are there additional fees

When using telephony via the SIP connector, you pay your PBX operator for calls. There is no need to top up your balance in Bitrix24.

The SIP connector license cost depends on the selected period.

After connecting SIP PBX, you can test outgoing calls for free — 60 minutes to check connection quality and equipment. After testing, you can purchase a license to continue using telephony without restrictions.

What is the difference between on-premise and cloud-based PBX

Cloud-based or virtual PBX is a telephony service that does not require hardware installation. The cloud-based PBX is hosted on the telecom operator's servers. During a call, the connection is established via the internet and redirected to the desired number.

Any user can set up a cloud-based PBX without technical knowledge. A device with internet access, such as a tablet, computer, or smartphone, is sufficient for telephony. No additional equipment is needed.

On-premise or hardware PBX is a device used within a company for telephony. To connect, you need to purchase and install equipment. On-premise PBX can be:

• Physical hardware installed in the office
• A digital version installed on a computer

On-premise PBX allows flexible call routing and internal communication setup within the company. Maintenance and setup are handled by the company's technical specialists or external professionals for an additional fee.

Where to find the server address, login, and password for the SIP connector

The server address, login, and password are provided by the operator where your PBX is connected.

How to top up the telephony balance

Go to CRM > Customers > Contact Center > Telephony > Connection and click Top up. The operator's website Voximplant will open. Choose a payment method and top up your balance.

Can a rented number be used for outgoing calls

To make outgoing calls, rent a local number.

To use a number for outgoing calls:
1. In the Telephony section, go to Connection > Telephony settings > General settings.
2. In the Default number settings section, select the number for outgoing calls.

You can assign a default outgoing number to each employee.
Specify a number for outgoing calls for a user

How many numbers can be rented

There are no limits on the number of rented numbers in Bitrix24. The availability of numbers depends on whether the operator has free numbers in the required country, region, or type.

Before document verification, only one number can be reserved. After uploading and verifying documents, the number of rented numbers is unlimited.

To rent additional numbers, go to Telephony > Connection and click Rent a number or Number package.

Why do calls intended for another company come through

Such calls may come from clients of the previous number owner, who might have left the number on their website or in advertisements.

Voximplant has a limited number of numbers, so they are returned to the pool over time. After the rental ends, a number is unavailable for three months to allow the previous owner to update their contacts before it is reassigned.

If you do not want to use this number, you can disable it and choose a new one.

How to transfer a rented number from one Bitrix24 to another

To transfer a rented number from one Bitrix24 to another, submit a support request for number transfer. The request must be submitted by the administrator of the Bitrix24 account where the number is currently located.
Include the following in your request:

• The Bitrix24 account address from which the number should be transferred
• The Bitrix24 account address to which the number should be transferred
• The phone number
• The license key if transferring the number from the cloud to the on-premise version.
  Contact Bitrix24 Support

Transferring a number from the cloud to the on-premise version of Bitrix24. The telephony account in the on-premise version will be replaced with the cloud version account. The following will be transferred:

• Numbers
• Balance
• Settings

The SIP connector is not transferred. Document verification for number rental in the on-premise version is not required.

Transferring a number to the cloud version of Bitrix24. If transferring a number to another cloud Bitrix24, both accounts must have uploaded and verified documents for number rental.

What is the maximum call duration

The maximum call duration is one hour. This limit ensures that a call does not remain active if an employee forgets to end it.

Why are missed calls assigned to a responsible person not in the queue

If the client is already in the CRM, missed calls are automatically assigned to the responsible employee listed in their form. Even if this employee is not in the call distribution queue, the missed call will still be assigned to them.
Configure queue groups

Why does a callback from a CRM form go to another employee

A callback from a CRM form is routed to employees specified in the number settings under Telephony > Number settings > Incoming call routing > Group settings, not to the person responsible for the form.
Configure inbound call routing

Why does the error "Account isn’t activated" appear

This error appears in Telephony > Connection > Balance and statistics if you terminated your contract with Voximplant through their support service. In this case, the account is deactivated, and telephony will not work.

You can rent a number again at any time to resume telephony services.

Why does the call date in the CRM form not match the actual date

For each incoming and missed call, the CRM automatically creates an activity in the client’s form. When an employee closes this activity, the closing date is recorded instead of the actual call date.

To find the call date and time, open the history in the CRM form. There will be an event labeled "Call created" with the correct time.
Process customer calls in CRM