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Voice menu (IVR)

Interactive voice response (IVR) is a technology that allows Bitrix24 Telephony and CRM to interact with your clients through dialpad input. The system plays the recorded message, your client dials a certain number and the system automatically routes the call.

Your client calls you and gets some basic information from the pre-recorded voice message. If he/she needs more information or need to talk to your employee, he/she just needs to follow the instructions and dial the number.

Bitrix24 IVR Options

  • Forward client’s call to the particular operator or to the queue group
  • Forward calls to an external number (outside Bitrix24 telephony system)
  • Clients can enter an extension number to reach a particular person
  • Leave a voice message
  • Replay voice menu record
  • Quit voice menu (the call will be processed the way it's specified in the phone number settings)
  • Go to another level of the voice menu

Configure IVR

Important! Make sure to configure Bitrix24 Telephony first.

Click Telephony > Connection > Configure telephony > Voice menu.

Here you can edit or create a new voice menu.

You can choose between two IVR menu sources: audio file or text. If you choose to add text, it will be spoken to callers by robot whenever they reach you by phone (language, voice, speed & volume can be configured).

If you decide to upload an audio file, it should be in mp3 format, mono and its size shouldn't exceed 2 Mb.

Perform action if no button was pressed option gives two choices: exit IVR or repeat voice menu recording.

Phone buttons should be configured as Actions Buttons.

IVR nested menus

You can create IVR nested menus by adding a new action button > + > New menu.

Queue groups

If you have set calls forwarding for your IVR actions buttons, then you can configure queue groups by clicking Queue group settings.

Or click Telephony > Connection > Configure telephony > Queue groups.

Here you can select Bitrix24 users who will answer inbound calls to this number. Specify the call distribution method and the number of rings before forwarding a call to the next user in the queue.

Configure number

After configuring the voice menu, you need to configure a number that this menu will be used for.

Click Telephony > Connection > Configure numbers > select a number/PBX.

In the Inbound call routing section, enable the Use voice menu option and select a voice menu from the list.

Check if IVR option is available on your plan. You can find all the information about Bitrix24 plans on the pricing page.
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