Bitrix24 Novofon (Zadarma) Integration: CRM Telephony

Bitrix24 Novofon (Zadarma) Turnkey Integration

We often encounter this situation: a company connects the Novofon (formerly Zadarma) cloud PBX to save money, but the integration with Bitrix24 is unstable—either the client card does not pop up, or the call is not linked to a deal. The cause is almost always incorrect PBX configuration or number mapping. Our experience shows: proper configuration takes 2-3 hours and pays off within the first month of operation.

Novofon is a cloud PBX with free integration with Bitrix24 via REST API. For small teams, it is one of the most cost-effective ways to get full-featured telephony inside CRM (roughly 2 times cheaper than similar solutions such as Mango Office, saving $100-$200 per month). We configure the bundle so that the PBX works correctly with CRM, employee numbers are tied to Bitrix24 users, and calls automatically create the necessary entities. With a properly configured integration, managers save up to 30% of time on handling incoming calls, which provides significant savings—for a team of 10, that's about 120 hours per month.

How Bitrix24 Integration with Novofon Works?

Novofon provides a free connector via the section Settings → Integrations in your personal account. Connection does not require installing an app from the marketplace—the connector works on the Novofon side and interacts with the portal via OAuth 2.0.

Connection steps:

1. In the Novofon personal account, go to Settings → Integration with CRM.
2. Select Bitrix24, enter the portal address (example.bitrix24.ru).
3. Authorize access—Novofon will request permissions via OAuth 2.0.
4. Configure rules: create a lead on incoming, link to contact on repeat call.
5. Map internal PBX extensions to Bitrix24 users.

After connection, Bitrix24 starts receiving call notifications and displaying client cards. Over 5+ years, we have performed more than 100 Bitrix24 integrations with cloud PBXs and guarantee correct settings.

PBX Configuration and Number Mapping

The Novofon virtual PBX (ZCRM PBX) is the central element whose configuration determines integration correctness.

Creating internal extensions. In the "My PBX" section, internal extensions are created (100, 101, 102...). Each extension is a SIP account to which a softphone or IP phone of the employee connects.

Mapping to Bitrix24 users. In the integration settings, each Novofon internal extension is linked to a specific Bitrix24 user. This is a critical setting:

• If mapping is incorrect—the client card for an incoming call will appear to the wrong manager.
• If an internal extension is not linked—the call will be registered in CRM without a responsible person.
• When an employee leaves—be sure to reassign the internal extension or remove the mapping.

Call processing scenarios. In the PBX, logic is configured: what happens when a call comes to the multi-line number. Voice greeting, IVR menu, call queue (simultaneous, sequential, random), forwarding on no answer—all these scenarios affect how the call appears in Bitrix24. If a call goes through IVR and hits a queue, only the final connection is recorded in CRM.

What Problems Does Correct Mapping Solve?

Incorrect mapping is the reason for 70% of support inquiries. Here's a typical situation: a client calls a manager, but the card does not appear because the PBX internal extension is not linked to the Bitrix24 user. We check every setting and provide documentation indicating responsible numbers.

Incoming Calls → CRM

On an incoming call, the Novofon connector transmits to Bitrix24 the caller's number, internal extension of the employee, status (answered, missed, busy), call duration, and a link to the recording (if enabled). Bitrix24 processes the call according to rules:

• New number → create a lead with phone in the PHONE field.
• Existing contact → link the call to that contact and its deals.
• Existing contact with responsible person → the card shows to the responsible manager before they answer.

For missed calls, we set up automatic creation of a callback task. Time savings for managers: up to 30% on handling incoming calls.

Click-to-Call

Outbound calls from Bitrix24 work via callback:

1. The manager clicks a number in a CRM card.
2. Bitrix24 sends a command to Novofon.
3. The PBX calls the manager's internal extension.
4. The PBX calls the client and connects them.

The client sees the company's outbound number (CallerID), not the manager's personal number. CallerID is configured in the PBX for each internal extension or globally.

Call Recording

Novofon stores recordings in the cloud. Storage duration depends on the tariff (from 1 month on free plan to indefinite on paid plans). In Bitrix24, the recording is accessible via a link in the call timeline. If longer storage is needed, we set up upload via the Novofon API (/v1/pbx/record/request/) and scheduled download to Bitrix24 Drive.

What Is Included in the Setup Work (Deliverables)

• Configuration of the standard Novofon connector with Bitrix24
• Creation and mapping of internal extensions to Bitrix24 users
• Configuration of call processing scenarios (IVR, queue, forwarding)
• Testing of incoming, outgoing calls and click-to-call
• Documentation of settings with access details and responsible employee training
• 30 days free support after setup

Typical Problems and Solutions

• Card does not pop up on incoming call. We check mapping, websocket, app permissions.
• Duplicate leads. We set up a CRM robot to automatically merge duplicates by phone or email.
• Call registered but without responsible person. We update mapping—explicitly link the extension to the user.
• Recording unavailable. We check whether recording is enabled in the PBX, whether the storage period has expired, and whether the link is correct (Novofon changes the URL when changing tariff).

Contact us for a detailed consultation on integration setup—we will help solve these problems within one day. Order Bitrix24 telephony setup and get stable CRM operation.

Cloud PBX is the technology used by Novofon.

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

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

1. Audit — we record current processes, measure time losses.
2. Design — choose portal type, plan integrations.
3. Implementation — configure business processes, permissions, interface.
4. Test — pilot group tests scenarios, we fix issues.
5. 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.