Integration of Bitrix24 with Novofon (Zadarma)

Bitrix24 Integration with Novofon (Zadarma)

Novofon (formerly Zadarma) is a cloud-based PBX with free integration to Bitrix24. For small teams, it's one of the most cost-effective ways to get full telephony inside CRM: incoming calls with client cards, outgoing click-to-call, call recording — without additional connector costs.

We configure the integration so the PBX works correctly with CRM, employee numbers are tied to B24 users, and calls automatically create the necessary entities.

Standard connector

Novofon provides free integration through "Settings → Integrations" in the personal account. Connection doesn't require installing an app from the Bitrix24 marketplace — the connector works on Novofon's side and interacts with the portal via REST API.

Connection procedure:

1. In the Novofon personal account, go to "Settings → CRM Integration."
2. Select Bitrix24 and enter your portal address (example.bitrix24.ru).
3. Authorize access — Novofon will request permissions via OAuth 2.0.
4. Configure rules: create lead on incoming call, bind to contact on repeat call.
5. Map internal PBX numbers to B24 users.

After connection, Bitrix24 starts receiving call notifications and displaying client cards.

PBX setup and number mapping

Novofon's virtual PBX (ZCRM PBX) is the central element; correct integration depends on its configuration.

Creating internal numbers. In the "My PBX" section, internal numbers are created (100, 101, 102...). Each number is a SIP account that a soft phone or IP phone connects to.

Mapping to B24 users. In integration settings, each internal Novofon number is tied to a specific Bitrix24 user. This is a critical setting:

• If mapping is incorrect — the client card on incoming call shows to the wrong manager
• If an internal number is not mapped — the call is registered in CRM without a responsible person
• When an employee leaves — always reassign the internal number or delete the mapping

Call handling scenarios. The PBX is configured with logic: what happens when a call comes to a multi-channel number.

• Voice greeting (MP3 upload or TTS synthesis)
• Menu selection (IVR): "Press 1 for sales, 2 for support"
• Call queue: simultaneous, sequential, or random
• Forwarding on no answer: to mobile, to another internal number, to voicemail

All these settings affect how the call appears in Bitrix24. If a call goes through IVR and enters a queue — CRM records only the final connection to a specific manager.

Incoming calls → CRM

On an incoming call, the Novofon connector sends to Bitrix24:

• Caller number
• Internal number of the employee who answered
• Status: answered, missed, busy
• Call duration
• Recording link (if enabled)

Bitrix24 processes the call per configured rules:

• New number → create lead with phone in the PHONE field
• Existing contact → bind call to contact and their deals
• Existing contact with responsible person → card is shown to the responsible manager before pickup

For missed calls, an automatic task is created for the manager to call back.

Click-to-call

Outgoing calls from Bitrix24 work via callback:

1. Manager clicks a phone number in the CRM card.
2. Bitrix24 sends a command to Novofon.
3. The PBX calls the manager's internal number — manager picks up.
4. The PBX calls the customer and connects them to the manager.

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

Call recording

Novofon stores recordings in the cloud. Storage duration depends on the plan (standard — from 1 month on free to unlimited on paid plans).

In Bitrix24, the recording is available in the call timeline via a link. A manager or supervisor clicks "Listen" — the player opens. Download is possible via the Novofon API.

If you need to store recordings beyond the plan period — we set up export via the Novofon API (/v1/pbx/record/request/) and upload to Bitrix24 Drive on schedule.

Common problems and solutions

Card doesn't pop up on incoming. Check: internal number mapping, websocket connection in the manager's browser, app integration permissions on telephony.

Duplicate leads. The connector creates a lead on every call from a new number. If a customer calls from different numbers — duplicates appear. Solution: merge duplicates manually or automate with a CRM bot that finds contacts by name/email.

Call registered but no responsible person. The PBX internal number is not mapped to a B24 user. Update the mapping in integration settings.

Recording unavailable. Check: is recording enabled in Novofon's PBX settings, has the storage period expired, is the link correct (Novofon changes recording URLs when switching plans).

Integration summary

After setup, the team gets: telephony inside Bitrix24 without a softphone (callback), automatic logging of all calls in CRM, call recordings in client cards, and basic call analytics in standard B24 reports.