After you connect phone numbers to Bitrix24, configure them to match your business workflows. Bitrix24 supports different call handling scenarios. For example, you can choose how to route inbound calls, save calls to CRM, or process calls outside business hours.
By default, only Bitrix24 administrators can access these settings. You can also grant access to other employees.
Learn how to configure access permissions to Telephony
Configure phone numbers
To configure a rented number or SIP PBX:
- Go to CRM > Add-ons > Telephony.
- On the Connection page, click Configure numbers.
- Select a rented number or PBX from the drop-down list.
Some tabs and settings are different for rented numbers and SIP PBX connections.
Connection parameters
In this section, configure the settings required to make and receive calls through your SIP PBX.
Connect office PBX
Connect cloud hosted PBX
Inbound call routing
Inbound call routing automatically distributes inbound calls based on your settings. You can route calls to:
- an employee extension
- a voice menu (IVR)
- the responsible person in CRM
- a specific queue
Configure inbound call routing
SIP PBX numbers
Transmit your SIP PBX numbers using headers and use them in call trackingCall tracking is a technology that links marketing channels to inbound phone calls using unique phone numbers. by editing the settings in this section.
Call tracking: SIP PBX numbers
CRM integration
Use this tab to configure how calls are processed in CRM. You can:
- create CRM items automatically or manually during a call
- configure sources
- choose how customer calls are saved in CRM
Telephony with CRM integration
Recording and rating
In this section, you can enable:
- call recording
- call transcription
- service quality rating
Working hours
Set working hours for your phone number so employees can receive inbound calls during business hours.
You can also choose how to process calls outside business hours:
- voice mail
- call forwarding
- automatic call completion
Working time settings for phone numbers
Other settings
In this section, you can:
- change the forwarding channel for your SIP PBX connection
- show the caller ID when forwarding calls from a rented number
- configure repeated callbacks
- add a backup phone number
- allow employees to make calls from a specific number
Music and sound
Configure audio files for different call scenarios. For example, you can:
- choose a greeting message
- set waiting music
- configure sounds for service quality evaluation
- upload a custom recording for calls outside business hours
Disconnect a number
If you no longer use a rented number, you can disconnect it in this section.
In brief
- Configure rented numbers and SIP PBX connections to use telephony features effectively in Bitrix24.
- By default, only administrators can access telephony settings, but you can grant access to other employees.
- Available settings include call routing, CRM integration, working hours, call recording, greetings, and music.
- SIP PBX connections support call tracking and forwarding channel settings.
- Rented numbers support caller ID display during forwarded calls.
- You can disconnect a rented number at any time.