After you've connected phone numbers to Bitrix24, you need to configure them.
To do that, click Telephony > Configure numbers > select a number or a PBX. Also, you can click Configure at the top right corner and select a number or a PBX there.
Then you can configure the selected phone number or PBX.
Inbound call routing
*Handling of To: SIP header
Play welcome music
Also, you can configure how calls are processed if Bitrix24 user does not answer :
- Continue call processing - calls will be processed according to the current inbound calls routing settings.
- Forward to mobile - a call will be forwarded to the employee's mobile phone number.
Don't forget to specify the employee's mobile number on his/her profile page. The number must be specified in international format.
- Leave voicemail message - a client can leave a voicemail message.
For the correct processing of the extension number in the number settings, the playback of the greeting (Melodies: Greeting) should be enabled.
If the voice menu (IVR) is enabled, the extension from the greeting melody is processed first, and then the voice menu is processed.
Direct incoming call with an extension to a Bitrix24 employee is not supported. An extension can be entered only after the greeting melody or in the IVR menu.
For a direct outgoing call, an extension number is separated from the main number by the following characters: ; or #.
Use voice menu
Send inbound call to a responsible person specified in the CRM if a contact is identified as known
Route inbound call to queue group
You can read more about queue groups in the article - Queues.
Do not transfer calls to users who have not started their working day or are on break
When you make an outgoing call or get an inbound call, Bitrix24 automatically checks if there is a contact, company or lead with the corresponding phone number and shows you the main information about the client (with active deals and activities).
Create lead for - here you can specify when to create a lead: when you make an outgoing call, get an incoming call or in both cases.
New lead source - you can specify what will be displayed as a lead source in CRM for this number.
Automatically change Bitrix24 user responsible for the lead when manually forwarding a call - activate this option and Bitrix24 user responsible for the lead will be automatically changed when forwarding a call to the other employee.
Recording and rating
Save recordings of all calls
Make sure that use of this option does not violate company policy or the laws of your country or countries whose laws your company is obligated to follow. Also, activate Play "your call will be recorded" warning for inbound calls option to make your client know that the call is recorded.
Activate Transcribe call recording option to get a call transcription in text format.
Assess quality of service
In this section, you can configure time settings for telephony.
Off hours call processing
Read more about the off-hours call processing in the article - Time Settings for phone numbers
Employees can select this number for outbound calls
You can specify a Prefix for calls via this number to make an outgoing call from this number by dialing the specified prefix on your phone.
Prefix selection tips
You can use combinations of symbols and numbers as prefixes. Use only those symbols that you have on the phone's dial pad. We don't recommend to use
+ in prefix as it may be recognized as a country code.
- We recommend to use
#in prefixes. For example,
So to make an outbound call using the selected connetion, an employee needs to dial:
*123*destination_phone_number(for example, *123*12125599676).
- If you use a combination of numbers as a prefix, make sure that it's not a country code. For example, you can use:
So to make an outbound call using the selected connection, an employee needs to dial:
802destination_phone_number(for example, 80212125599676).
Also, you can specify Employees allowed to make calls using this phone number in this section.
Redial missed callback
Enable backup phone number
When a call is redirected to the backup phone number, you get charged according to the outgoing calls price list for the selected telephony connection option.
Change forward-to number (only for PBX and applications)
Here you can select hold music language (English, German, Russian, Ukranian, Spanish or Portuguese) or you can upload your own music or recordings.
If you want to upload your own music or recording, make sure the file meets these requirements: .mp3, doesn't exceed 2 Mb and mono.
Here you can disconnect the rented number by clicking the corresponding button.
No refund for the unused rental period of this number will be provided.
The administrator will get an email saying that this number will be disconnected in 24 hours and that the disconnected number can be connected again after 3 months period only.
If you have disconnected the number by mistake, you can connect it back within 24 hours (the link will be provided in the email).