Setting Up a Softphone for Bitrix24
The built-in WebRTC calling in Bitrix24 works through a browser and covers basic scenarios. However, when managers make more than 30 calls per day, browser-based telephony becomes problematic: a tab refresh drops the call, Chrome consumes 2 GB of RAM, and the headset won't switch between calls and system audio. In such cases, we connect a desktop softphone — Zoiper, MicroSIP, or Linphone — and configure it to work with Bitrix24's SIP line.
Choosing a Softphone
Three main options:
- Zoiper. Cross-platform, supports codecs G.711, G.729, Opus. Free version works with one SIP account. Paid (Zoiper 5 Pro) includes BLF, call transfer with consultation, and auto-answer. Optimal for most scenarios.
- MicroSIP. Windows only, minimal interface, minimal resource consumption. Suitable for workstations with limited hardware or RDP terminal sessions. Free, open-source.
- Linphone. Cross-platform, supports SRTP and SRTP/ZRTP encryption. Used when voice encryption is required — for example, in legal or medical companies.
Obtaining SIP Credentials
The source of the SIP account depends on how telephony is configured in Bitrix24:
Built-in Bitrix24 telephony. The SIP connector in the "Telephony → Settings" section provides SIP parameters for external devices. Data includes: SIP server, port, login (internal number), password. Connection via SIP connector requires renting a number through Bitrix24 or connecting a third-party operator.
External PBX (Gravitel, Novofon, Mango, Asterisk). SIP credentials are obtained from the provider's personal account or PBX management panel. Each employee is assigned an internal number with login/password. The softphone registers directly on the PBX, while Bitrix24 connects to the same PBX via REST API or marketplace integration.
Configuring the Connection
Softphone parameters:
| Parameter | Value |
|---|---|
| SIP server | PBX address or Bitrix24 SIP connector |
| Port | 5060 (UDP) or 5061 (TLS) |
| Transport | UDP for local network, TLS for remote employees |
| Login | Employee internal number |
| Codec | G.711a (priority), Opus (limited bandwidth) |
| DTMF | RFC 2833 |
After entering the data, the softphone should show status "Registered" or "Online". If registration fails, check: whether port 5060/5061 is open on the firewall, whether NAT is blocking SIP packets (solved by enabling STUN or outbound proxy), whether login and password match.
Linking with Bitrix24
The softphone handles voice, but Bitrix24 needs to know about the call to record it in the CRM. Two options:
Via PBX integration. If the PBX is connected to Bitrix24 through a marketplace application (Gravitel, Novofon, etc.) — calls automatically appear in the CRM. The softphone acts as a voice terminal, and the PBX sends CDR records to Bitrix24. Call card, recording, lead linking — all works.
Via Bitrix24 SIP connector. The softphone connects to Bitrix24's SIP server directly. Calls are recorded automatically, but functionality depends on the plan: call recordings, queue distribution.
What We Configure
- Installation and configuration of softphone (Zoiper, MicroSIP, or Linphone) on employee workstations
- Registration of SIP accounts on the PBX or Bitrix24 SIP connector
- Configuration of codecs, NAT traversal (STUN/TURN), encryption (TLS/SRTP if needed)
- Verification of call recording in CRM: incoming, outgoing, missed
- Testing with headsets: audio device switching, auto-answer for incoming calls