Configuring IVR (Voice Menu) in Bitrix24
IVR (Interactive Voice Response) is a system that greets callers with a voice prompt and asks them to select a department by pressing a key. A poorly configured IVR creates frustration: long greetings, unclear options, no path for callers without tone dialing. A well-configured one speeds up routing and reduces the load on operators.
Setting Up IVR in Bitrix24
Path: "Telephony" → "IVR" → "Add Scenario".
IVR in Bitrix24 is built from blocks (steps):
- Play message — upload an audio file or enter text for text-to-speech synthesis
- Input request — wait for a key press, with a configurable timeout
- Branch by key press — different paths for each key
- Transfer to queue — route to employees
- Transfer to another IVR — nested menus
Best Practices for IVR Design
Greeting — no longer than 15 seconds. The caller is already waiting for assistance, not a company advertisement. Ideal format: "Welcome to [Company Name]. Press 1 for Sales, 2 for Technical Support, 0 for an operator."
No more than 4–5 options per level. A person cannot retain more than 5 choices heard in sequence.
Always provide an exit to an operator. Key 0 or "press * to reach an operator" is mandatory. Otherwise, callers with pulse phones (or those who did not understand the menu) will be stuck.
Nested menus — use with caution. Two levels of nesting is the limit for a telephone IVR. Three levels or deeper — clients get lost and hang up.
Audio Files for IVR
Bitrix24 accepts MP3 files for voice messages. Requirements: mono, 8000 Hz or 16000 Hz, bitrate 64–128 kbps.
Audio creation options:
- Professional voice actor — best quality; recording a set of phrases typically costs the equivalent of a professional studio session.
- Bitrix24 built-in TTS — acceptable quality for basic needs.
- Google TTS or Yandex SpeechKit — higher quality synthesis; requires an API key and external processing.
Advanced Scenario: CRM-Driven Dynamic IVR
The standard Bitrix24 IVR is static — one menu for all callers. However, through integration (external handler + REST API), a dynamic IVR can be built:
- A returning client calls — the PBX identifies them by number, queries
crm.contact.listvia API, finds the responsible manager, and routes the call directly to them, bypassing the IVR. - A client with an open ticket — routed to the specialist handling their case.
This is implemented on Asterisk/FreePBX with an AGI script, not through the standard Bitrix24 IVR.
Basic IVR setup with 3–5 options connected to queues: 2–4 hours. Multi-level IVR with custom logic: 1–3 business days.