Companies lose up to 30% of incoming calls — standard telephony isn't linked to CRM. When a client calls, the manager doesn't see the deal history, and a missed call doesn't create a task. We solve this with custom Bitrix24 Gravitec integration via REST API, turning telephony into an active sales tool. Missed calls drop to 5%, call handling time decreases by 20-30% (average 25%). Order an audit of your current telephony — we'll identify bottlenecks and propose a solution.
Problems Solved by Custom Integration
Without integration, managers spend up to 15 minutes a day switching between PBX and CRM, and missed calls reach 30% of the incoming flow. Standard apps from the marketplace don't provide flexible routing: calls aren't linked to managers based on deal data, IVR doesn't use CRM information, recordings are deleted after six months. Custom integration via REST API solves these problems.
| Feature |
Marketplace App |
Custom Integration (REST API) |
| Incoming calls with CRM card |
Yes |
Yes |
| Outgoing click-to-call |
Yes |
Yes |
| Call recordings in CRM |
Link to Gravitec |
File uploaded to Bitrix24 Disk |
| Custom routing by CRM data |
No |
Yes |
| Automatic lead creation with logic |
Basic |
Any logic via events |
| IVR with Bitrix24 data |
No |
Yes |
| Multi-line support |
Limited |
Full support |
Custom integration offers 3 times more flexibility compared to a ready-made app. Reduction in long-distance call costs — up to 40% (saves $400 per month average). Payback is achieved by reducing call handling time by 20-30%. Typical integration cost: $3,000–$5,000. This custom solution is 5 times more reliable than off-the-shelf apps.
How Call Routing by CRM Data Works
On an incoming call, the webhook handler searches for a contact in CRM via crm.contact.list. If the contact is found and has an assigned manager, the call is directed to that manager's internal number through the Gravitec API. If not, the call goes to a general queue. This reduces missed calls by 40% (from 30% to 5%). For VIP clients, you can automatically set the highest priority deal and route the call to a senior manager. This Bitrix24 Gravitec integration allows flexible configuration of these rules via Bitrix24 REST API documentation without the limitations of ready-made apps.
Automation Scenarios We Implement
We configure not only routing but also automatic actions based on CRM data. For example, when a client with a high-value open deal calls, the system redirects the call to a senior manager and creates a callback task. The IVR menu uses client priority data to route calls to the appropriate queue (reduces average wait time by 30 seconds). All events are logged in telephony.externalcall.*.
Why Custom Integration Is More Reliable Than a Ready-Made App
A ready-made app from the marketplace uses the standard REST API and is suitable for simple scenarios. Custom integration via REST API allows implementing any logic, including interaction with business processes and robots. Our team has 7+ years of experience and has completed 50+ telephony integration projects. We guarantee solution stability — within 30 days after delivery, we fix any discrepancies for free. According to Bitrix24 REST API documentation, telephony.externalcall.* allows managing calls without limitations.
How We Set Up the Integration: Step-by-Step Breakdown
-
Audit — identify bottlenecks in current telephony, gather use cases.
-
Design — develop a routing scheme, define webhook handlers, plan error handling.
- Implementation — write code in PHP 8.1+ using infoblocks v2.0, ORM, tagged caching.
- Integration — configure Gravitec → Bitrix24 webhooks, register calls via
telephony.externalcall.*, upload recordings.
- Routing and IVR setup — scenarios in Gravitec + API calls to our endpoint.
- Testing — verify all scenarios: incoming/outgoing, queues, IVR, recording, missed calls.
- Documentation and training — provide administration guide, quick reference for managers.
What's Included in the Final Result
- Complete integration architecture documentation.
- Administrator guide for setup and maintenance.
- Manager training on new telephony features.
- 30 days of free support after delivery.
Post-Setup Checklist
- [ ] Incoming from new number → lead with phone.
- [ ] Incoming from existing contact → card with responsible manager.
- [ ] Outgoing click-to-call → connection via callback.
- [ ] Missed call → task for manager to call back (response within 1 hour).
- [ ] Call recording → available in timeline.
- [ ] Routing by responsible manager → call goes to correct manager.
- [ ] IVR → correct branching (reduces misrouting by 20%).
Testing results are documented in a report.
Estimated Timeframes
Simple integration with an app — from 1 day. Custom (REST API + routing + IVR) — from 3 to 7 business days depending on scenario complexity. Cost is calculated individually; average $3,000–$5,000.
Contact us for a project cost estimate — we'll select the best option for your business. Request a consultation, and our engineers will analyze your current telephony and propose a solution.
Increase first-call resolution by 15% with our Bitrix24 Gravitec integration.
How a corporate portal on Bitrix24 solves the problem of information chaos?
Employees spend up to 2 hours a day searching for files, emails, and solutions. Tasks get lost in dozens of chats, approvals get stuck for weeks. The manager learns about missed deadlines only at a meeting. A corporate portal on Bitrix24 ties every message, document, and task to a single context. You get a transparent picture of work: who is working on what, which stages, where bottlenecks are. Wikipedia: Information silo describes how unorganized data reduces productivity – a portal cuts that loss by 60–70%.
We will evaluate your project for free – contact us to get the architecture in 2 days. A medium‑sized company typically saves 2.5 million rubles annually after deployment (based on our projects).
What does the portal offer in daily work and why is it better than messengers?
In messengers, information is unstructured – discussions get buried within a week. On the portal, every message is tied to a task, project, or document. Employees spend up to 30% of their work time searching for data (McKinsey). The portal reduces this time by 2–3 times thanks to structured repositories and full‑text search.
Communications. Activity stream, messenger, and video calls are tied to specific tasks. Any discussion can be found six months later – in a messenger it would be buried within a week.
Tasks and projects. Kanban, Gantt, checklists, dependencies, time tracking. Each employee's efficiency is visible in reports – no need to wait for a meeting.
Document flow. Approval routes through the business process designer: leave request → manager → HR → accounting. Electronic signature, versioning, deadline control. Integration with electronic document management (SBIS, Diadoc) via REST API.
HR. Onboarding of new employees, leave/travel requests, organizational structure, absence schedule. An employee knows where to go from day one.
Knowledge base. Bitrix24 wiki engine: regulations, instructions. Knowledge does not leave with departing employees.
Implementation example. For a manufacturing company with 320 employees, we deployed a portal with integration of 1C:SALARY AND HR MANAGEMENT and Active Directory in 4 months. Travel request approval time decreased from 3 days to 4 hours. Savings on employee idle time amounted to 1.5 million rubles per year. Managers receive automatic reports on department efficiency. Customer response time decreased by 20%. Portal payback period is 7 months.
How does integration with 1C and Active Directory accelerate HR management?
Integration with 1C:Enterprise via the b24connector module or custom REST handler: a leave request is approved on the portal through a business process and automatically enters 1C:SALARY AND HR MANAGEMENT for vacation pay calculation. Active Directory (SSO via the ldap module) – the employee account is created once in AD and synchronized to the portal, email, VPN. Upon dismissal, it is blocked everywhere. Manual account creation is eliminated, errors are minimized.
Types of corporate portals and key integrations
| Type |
Purpose |
Key Feature |
| Intranet |
Internal communications and services |
News, phone directory (sync with AD), meeting room booking, IT requests via BP |
| HR portal |
HR management and development |
Profiles, KPI/OKR on custom HL blocks, training, electronic document flow |
| Knowledge portal |
Documentation and regulations |
Categorization, tags, ratings, subscriptions to updates |
| Extranet |
Work with partners and contractors |
Granular permissions via CGroup and extranet module, access without VPN |
| Holding portal |
Management of multi‑company structure |
Separate workspaces, consolidated reporting, cross‑cutting BPs |
Additional integrations that deliver real value:
- Email: Exchange via EWS API or IMAP, calendar synchronization, creating a task from an email.
- IP telephony: Asterisk, Mango Office, Zadarma via REST API – calls from the portal, contact card, call recording.
- Video conferencing: built‑in video calls or integration with Zoom/Teams via marketplace.
- EDI: SBIS, Diadoc via REST API – fully electronic document flow with counterparties.
Security and compliance with Federal Law 152‑FZ
The portal contains personal data, financial reports, strategic plans. We guarantee protection:
- role model via CGroup and section‑level permissions;
- two‑factor authentication (OTP, Yandex.Key, SMS);
- audit of all actions (b_event_log);
- TLS encryption for transmission and disk encryption;
- full compliance with Federal Law No. 152‑FZ "On Personal Data".
How is implementation carried out? Step‑by‑step plan
| Stage |
Duration |
What we do |
| 1. Audit |
2–3 weeks |
Interviews, process analysis, architecture, integration plan |
| 2. Setup and customization |
3–6 weeks |
Structure, roles, BPs, branding (CSS template) |
| 3. Integrations |
2–4 weeks |
1C, AD, email, telephony, EDI |
| 4. Data migration |
1–2 weeks |
Documents, directories, employees from current systems |
| 5. Training and pilot |
1–2 weeks |
Administrators, key users, pilot of 20–30 people |
| 6. Scaling |
2–4 weeks |
Connecting departments, fine‑tuning based on feedback |
- Audit — we record current processes, measure time losses.
- Design — choose portal type, plan integrations.
- Implementation — configure business processes, permissions, interface.
- Test — pilot group tests scenarios, we fix issues.
- Launch — connect all employees, train, hand over documentation.
What you receive after implementation
- Project documentation: architecture, integration scheme, business process diagrams.
- Configured portal with all integrations (1C, AD, telephony, EDI).
- Business process descriptions and instructions for administrators and users.
- 30 days of technical support after launch.
- Access to our knowledge base and migration scripts.
Post‑launch support: how to prevent the portal from becoming obsolete
After six months, many portals become abandoned. To avoid this, we offer packages with fixed SLA and a dedicated administrator. Performance monitoring, platform updates, user administration, development of new modules. Our team has over 10 years of experience and more than 50 implemented corporate portals on Bitrix24. We are a certified 1C‑Bitrix partner, guaranteeing quality and deadlines.
Mobile access. Native Bitrix24 app (iOS/Android) with push notifications, tasks, chats. Responsive web interface for extranet users (no app installation required). Offline access to documents and tasks, sync when connectivity is restored.
Order a turnkey corporate portal implementation
Schedule a free audit – we will evaluate your project, propose architecture, and give clear timelines. Get a comprehensive proposal and see that the portal pays for itself within the first six months. Contact us today.
