Telephony setup in Bitrix24
Calls inside the customer card, recordings and readable reports.
Telephony in a CRM is not about recording conversations. It is about making sure no call goes unaccounted: a missed call becomes a task rather than a lost customer.
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What we do
Call becomes a card
An inbound call from a new number creates a lead automatically.
Missed calls kept
Each becomes a task with an owner.
Recordings in the deal
The conversation is available where the customer is managed.
Routing
Calls go to the responsible manager, not to a general queue.
Reports
Call counts, durations and outcomes by manager.
Your operator or cloud
We connect what you have or help pick one.
What linking calls to the CRM gives
Measurement: the real number of phone requests, instead of «about the same as last month».
Quality control: a disputed situation can be settled from the recording rather than from two conflicting retellings.
And continuity: a new manager sees the call history and does not start the relationship from zero.
Connection options
The portal's own cloud telephony — the fastest option, fine for small teams.
An external operator over SIP — if you already have numbers and rates you would rather keep.
Your own PBX — when there are recording storage requirements or existing infrastructure. We look at your case and do not force you to replace what works.
How we run it
- Review. Which numbers, which operator, how many managers.
- Connection. Numbers, routing, working hours.
- Rules. Distribution, missed calls, tasks.
- Testing. Trial calls across every scenario.
- Reporting. Manager-level reports for the supervisor.
Frequently asked
Do we keep our numbers?
Yes, if the operator supports SIP. Changing numbers is not required.
Where are recordings stored?
In the portal, attached to the deal. For on-premise, on your own server.
What about calls outside working hours?
An out-of-hours message and a task for the morning are configured — the call is not lost.
How much does the setup cost?
By scope: number of lines, routing complexity, headcount. Operator fees are separate.
Can we record only some calls?
Yes, recording can be selective by department or direction, taking personal data requirements into account.
Other Bitrix24 work
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Connect telephony
Tell us about your numbers and operator — we will propose a connection scheme and an estimate.