Configuring Outbound Telephony in Bitrix24
A manager clicks on a number in a contact card — and the call goes out. This is the basic outbound telephony scenario in Bitrix24. But behind that click is a configuration: which number the client sees on their display, which channel the call routes through, which rate is billed, and where the call recording goes.
Methods for Making Outbound Calls
Via the browser phone (WebRTC). The manager calls directly from the browser — using a headset or the computer's built-in microphone. Works without installing additional software. At least one number for outbound calls must be configured in the "Telephony" section.
Via the Bitrix24 desktop application. The desktop client uses the same WebRTC but additionally integrates with the OS — calls can be received even without an open browser.
Via a physical SIP phone. The phone is registered as a SIP account in Bitrix24 or in an external PBX integrated with Bitrix24. When clicking a number in the CRM, Bitrix24 initiates the call via SIP.
Configuring the Outbound Number (CallerID)
The client sees on their display the number configured as the CallerID in Bitrix24. Different numbers can be configured for different employees — for example, a Moscow manager calls from a Moscow number, a St. Petersburg manager from a St. Petersburg number.
CallerID configuration for a user: "Telephony" → "Employee Settings" → "Outbound Number." If not explicitly set — the portal's general number is used.
Balance and Billing
Outbound calls via the Bitrix24 cloud PBX are charged against the balance. The rate depends on the destination (local, mobile, international). Balance is topped up in "Telephony" → "Balance."
When using a SIP trunk from an external operator, billing occurs on the operator's side; Bitrix24 does not participate in billing.
Outbound Calls in CRM: Linking to Deals
Every outbound call made from a CRM card automatically creates an "Activity" of type "Call" and links it to the object (contact, deal, company). The call recording is attached to the activity — if recording is enabled.
For calls not made from the CRM (manually dialed numbers) — the behavior is configured: either a new lead is created, or the call is not recorded in the CRM.
Basic outbound telephony setup takes 1–2 hours. With configuration of different CallerIDs for departments and CRM linking rules — up to 4 hours.