Telephony features

• Recording and listening to conversations in CRM;

• Setting up flexible routing between employees and departments. For example: direct an incoming call to a responsible manager if the client is assigned to him;

• Using the voice menu to make it easy for the client to find the necessary information, department, employee.

Consider how to set up a Bitrix24 PBX. This is the easiest way to organize telephony in a company with a ready connection to CRM. Before performing the described actions, you need to go to the Bitrix24 CRM official website and make sure that you are suitable outgoing call ratesoffered by this service.

Numbers available for rent: city, federal 8 (800) and mobile.

We connect Bitrix24 telephony

Room rental

Go to Bitrix24 to the pageTelephony and rent the room that suits you. On this page, you can select numbers with the code of different cities and different countries. You can rent landline and mobile numbers. Before renting, you need to replenish the balance from which the rent payment will be debited.

If you are renting a room on the platform for the first time, after clicking on the Rent button, you need to upload a package of documents. This requirement is relevant for every virtual PBX. Documents are downloaded only once at the first activation.

PBX setup

For further settings, go to the appropriate section by clicking on the buttonTune.

When setting up, the important parameters are:

• The group of company employees who will receive the incoming call. And you can choose whether the call will come to everyone at the same time or in turn.

• The need to record the conversation for subsequent analysis and evaluation of the quality of the manager's work;

Access rights for employees

During setup, each of the employees of the company must be assigned a number that will be used by them to make outgoing calls.

After setting up the PBX, you can dial numbers for outgoing calls directly in CRM and talk through a headset.

Connecting an external IP phone

CRM also allows you to connect external IP phones for more convenient communication. In this case, it is necessary to select the device used in the phone settings of each employee. Or you can set up an application on your mobile phone that acts as an IP phone.

After setting up telephony, you can make outgoing calls to counterparties directly from his card with the preservation of the call history.

life hack

In addition to the standard use of the telephony functionality, you can connect this number to WhatsApp. Thus, an additional channel of communication with customers will appear, and managers will be able to promptly respond to customers directly from Bitrix24 to WhatsApp.