Autodial in Bitrix24: Turnkey Setup with Voice Messages

The problem: manual dialing is killing sales

Picture this: a manager spends 40% of their workday dialing numbers and waiting for rings. Clients hang up or don't answer — up to 70% of calls go unanswered on the first attempt. Conversion drops, operators burn out, and the business loses leads. This is especially critical for high-call-volume sectors: dentistry, logistics, e-commerce.

We solve this with autodial in Bitrix24 — a system that automatically dials numbers, plays voice messages, or connects to an operator only when the subscriber answers. We use the built-in telemarketing for mass calling with managers and custom CRM robots + TTS for voice notifications without human involvement. Below we break down both approaches and their technical implementation.

This approach reduces operator dialing time by 80% and doubles client contact rates. We also take legal aspects into account: all calls are made with client consent, automatically logged in CRM, and marked as advertising if required. This helps avoid fines and complaints. Each project is tailored to specific business processes — from simple appointment reminders to multi-stage nurturing funnels.

How Bitrix24 telemarketing works

The built-in Telemarketing module (CRM → Telephony) implements predictive dialing: the system makes several parallel calls and routes the answering client to an available manager. The operator only spends time on the conversation.

Setup in 4 steps:

1. Create a campaign (Telephony → Telemarketing → New campaign)
2. Upload a number list (CSV or CRM segment)
3. Assign operators
4. Set parameters: number of simultaneous calls, interval between attempts (we recommend 5–10 minutes), max attempts (usually 3)

After launch, the system distributes calls automatically. Statistics for each campaign are available in reports.

How to set up autodial with a voice message without an operator

For reminders about appointments, order status, or informational messages without manager involvement, we use CRM robots + REST API.

Example scenario: 24 hours before a visit, the client receives a call with a voice reminder.

Scheme:

1. A CRM robot triggers when the deal date becomes 'tomorrow' (from a custom field)
2. The robot sends an HTTP request (webhook) to our handler
3. The handler initiates a call via the telephony.externalcall.originate method or external PBX API
4. The client hears synthesized speech (Yandex SpeechKit) or a pre-recorded audio file
5. The result (answered/not answered) is returned to CRM via an internal webhook

The operator-less option requires integration with a TTS service — we use Yandex SpeechKit.

Comparison of standard and custom approaches

Retries: algorithm and configuration

With autodial, about 40–50% of clients don't answer on the first try. We set up multi-level logic:

In Bitrix24, this is implemented via robots: when the status is 'not answered,' a task with a delayed start is created. After three failures, the system assigns a task to the manager.

Why our approach is better than ready-made modules

Ready-made extensions from the Marketplace often have limitations: they don't integrate with custom fields, don't support TTS, and aren't flexible in retry configuration. We write a solution tailored to your specific business process — customization for any scenario, full control over logic. Operator time savings reach 80%, cost per answered call decreases by 30–50%.

What's included in the work

• Audit of current telephony and integration with Bitrix24 (if needed)
• Setting up telemarketing or creating a custom handler
• Integration with TTS service (Yandex SpeechKit)
• Implementing retry logic
• Creating CRM robots and webhook scenarios
• Testing on a test base (10–15 numbers)
• Documentation on setup and operator instructions
• 1 month of support after launch

Work process

1. Analysis — we study your funnel, current calling processes, operator load. Determine which type of autodial is needed.
2. Design — we map out call flow, timings, voice message scenarios.
3. Implementation — module setup, handler development, TTS integration.
4. Testing — run 50+ calls in test mode, adjust.
5. Deployment — launch on live base, train operators.
6. Post-support — monitor metrics, optimize if needed.

Estimated timelines

• Standard telemarketing — from 2 to 4 hours.
• Custom autodial with voice messages — from 2 to 5 working days.
• Complex integration with non-standard PBXs — discussed individually.

Result guarantee

We've been setting up telephony in Bitrix24 for 5+ years. Over 200 automation projects — from small dental clinics to federal chains. We provide a guarantee on all work: if the autodial doesn't work as intended, we'll redo it for free. Order autodial setup now — free up your managers' time for real sales. Contact us for an assessment of your task — we'll select the optimal scenario and calculate timelines.

Turnkey Telephony Setup: From SIP to CRM

SIP trunk not registering — the first problem when connecting telephony to Bitrix24. The client sends provider data, you enter it in "Telephony → Telephony Settings → SIP Connector", and the status hangs "Waiting for registration". Ports 5060/5061 for SIP and range 10000–20000 for RTP are blocked on the firewall — classic. Or codec G.729 is not supported, and G.711 consumes 87 kbit/s per line. For 20 simultaneous conversations — count yourself. We connect and configure telephony so that calls are not lost, routing works according to business logic, and CRM receives data automatically.

SIP (Session Initiation Protocol) — standard for voice communication over the internet. Our specialists have 5+ years of experience integrating with Bitrix24. Warranty on configured solutions — 1 year. Contact us for a free audit of your current infrastructure — we often find blind spots: missed calls without tasks, managers with status "On line" and zero calls, IVR branches that no one reaches.

How to Avoid Failures in SIP Registration and Connection?

Improper NAT, closed ports, or incompatible codecs — 90% of failures. We check codec support on the operator's side, configure keepalive and backup SIP servers. After setup, registration stays stable for months.

You already have a contract with an operator, and changing numbers is not an option. We connect to Bitrix24 via SIP connector. For stable operation, you need a channel: at least 100 kbit/s per line for G.729, 87 kbit/s for G.711a.

Typical tasks:

• City numbers from any operator — preserved when switching to B24
• 8-800 numbers for inbound — routing via CRM
• Multi-line numbers with department distribution via IVR
• Analog lines via Grandstream or Linksys VoIP gateways

Where it usually gets stuck:

• SIP/RTP ports are closed at the provider or router level
• NAT not forwarded correctly — one-way audio
• Different codecs on the PBX and Bitrix side — no audio at all

We solve these problems in 1–3 days, not weeks.

Step-by-step instructions for connecting via SIP trunk:

1. Check SIP (5060/5061) and RTP (10000–20000) ports are open on the firewall.
2. Agree on codecs: G.711 or G.729 — test both options.
3. Configure SIP connector in Bitrix24 admin: login, password, provider domain/IP.
4. Enable keepalive (30–60 second interval) for stable registration.
5. Test two-way audio with a test call.
6. Configure backup SIP server in case of primary failure.

Cloud PBX or SIP Trunk: Which to Choose?

Cloud PBX requires no hardware — set up in 1–2 days. SIP trunk retains your numbers and allows a hybrid scheme with an on-premise PBX. Cloud PBX is configured 2-3 times faster and saves up to 40% of budget compared to maintaining your own infrastructure. Compare providers based on real cases.

Why Do You Need Call Recording and How to Set It Up?

All incoming and outgoing calls are recorded automatically. Storage — Bitrix24 cloud (tariff limited) or your own server via the voximplant module. Each recording is attached to a CRM card: contact, deal, lead. Listening — from the deal timeline.

Control tools:

• Recording notification — mandatory under 152-FZ, configured in IVR
• AI transcription — speech recognition via built-in CoPilot module or external service. Converts calls to text, searchable by keywords
• Sentiment analysis — system flags negative calls. Not a replacement for listening, but filters 90% of routine
• Selective recording — only incoming, only specific departments
• Automatic duration control — calls shorter than 15 seconds almost always indicate a problem: dropped, not reached, manager didn't pick up

Manager sees summary reports: number of calls per manager, average duration, missed calls without callbacks. The last point is the most painful: a missed call without a callback task equals a lost client.

Typical Routing Mistakes

Routing is the most fragile part. Set up "in order", but the manager logged in and went to lunch — the call hangs for 40 seconds and drops. Or IVR with five nesting levels — the client hangs up on the third. We use working distribution scenarios:

• By CRM responsible — number found in database, call goes directly to manager
• In order — even load among operators with "On line" status
• By departments via IVR — voice menu, max two levels. More means lost calls
• By time — working/non-working hours, weekends
• By region — detected by number code, distributed to local managers

On incoming call, the system performs: Number found in CRM:

• Route to responsible manager
• Pop-up card: name, company, open deals, contact history
• If manager doesn't answer within 15 seconds — forward to colleague, then to supervisor

Number not found:

• Automatically creates a lead in CRM (setting Telephony → CRM Integration → Create lead for unknown number)
• Call distributed by queue
• All information recorded for later processing

How to Automate Work with CRM Integration?

Pop-up card on incoming call shows:

• Name, company, position
• Current deals with statuses
• Last 5 interactions — calls, emails, chats
• Customer comments
• Buttons: "Create deal", "Set task", "Transfer call"

Automation via business processes is configured in "CRM → Robots and triggers":

• Missed call → lead + callback task for responsible
• Call end → record activity in deal timeline
• Missed without callback within 30 minutes → notify supervisor
• Incoming from client with overdue deal → escalation

Analytics available in "Telephony → Balance and statistics" and CRM reports:

• Number of calls by manager, department, direction
• Average duration and hold time
• Missed call percentage with weekly trend
• Call-to-deal conversion — most important metric for sales

How to Increase Conversion with Callback, Auto-dialer, and Voice Menu?

"Call me back" widget on website — one field (phone), nothing extra. The system calls the manager first, then the client. Each request automatically creates a lead in CRM. Anti-spam: limit requests from one number. A/B testing placement — widget bottom right converts better than left, but depends on design. Callback reduces missed calls by up to 30% compared to manual dialing.

Auto-dialer:

• Dial segment from CRM — manager connects after client answers
• Robotic dial with voice message — order confirmations, appointment reminders
• IVR scenarios: "press 1 to confirm"
• Scheduled with time zone awareness — module checks region by number code

Building a voice menu:

• Welcome message — company name, recording notice
• Department selection via DTMF — max 4–5 items
• Music on hold with queue position
• Non-working hours — voicemail or informational message

Recording by professional voice actor — worthwhile for greeting and main menu. Deeper levels — speech synthesis, easier to update.

What's Included in Telephony Setup?

Deliverables after project completion:

• Configured SIP registration (cloud PBX or SIP trunk turnkey)
• Working call routing (by CRM, queue, IVR)
• Call recording with cloud or server storage
• CRM integration: pop-up cards, auto lead creation, business processes
• Callback widget on website
• Voice menu (IVR) with voice actor recording or synthesis
• Configuration documentation and staff training (2 sessions)
• Technical support for one month after launch

Everything included in the comprehensive setup — no hidden extras. Order telephony setup and get a ready-made infrastructure for working with clients.

Setup Timeline and Pricing

Pricing is calculated individually — depends on number of lines, routing complexity, and required integrations. Average budget for setup ranges from several thousand to tens of thousands in local currency depending on scope. We'll evaluate your project in 1 day. Start with a free audit of your current infrastructure — we often find blind spots: missed calls without tasks, managers with "On line" status and zero calls, IVR branches that no one reaches. Contact us for a consultation — we'll offer the optimal solution for your budget and business processes.