Setting up call routing in Bitrix24

Configuring Call Routing in Bitrix24

Routing defines the rules by which an incoming call reaches a specific employee or group. Incorrectly configured routing is one of the most common causes of lost customers: the call goes to the wrong person, the operator is busy with an unrelated topic, and the client hangs up.

Basic Routing Schemes

Each connected number in Bitrix24 has its own routing scheme:

Sequential queue. The call goes to the first available employee on the list. If there is no answer within a set time (usually 15–30 seconds), it moves to the next person. Configured under "Telephony" → "Queues".

Parallel call. All employees in the queue ring simultaneously. Whoever picks up first takes the call. Suitable for small teams where response speed is critical.

By responsible manager. If the caller has a contact in CRM with an assigned responsible manager, the call goes directly to that person. This is "smart" routing that requires a clean CRM database.

Random employee from group. Distributes the load evenly, but without accounting for current availability or queue depth.

Routing by CRM Responsible Manager

The most valuable feature — a returning client always reaches their dedicated manager. Configuration: in "Telephony" → "Settings", enable the option "Route to responsible manager".

Responsible manager lookup logic:

1. Bitrix24 searches for the phone number in the CRM database.
2. Finds the associated object (contact, company, deal).
3. Identifies the responsible party for that object.
4. If the responsible manager is available (online) — routes the call to them.
5. If unavailable — falls back to the backup scheme (queue, specific employee).

Schedule-Based Routing

Business hours and non-business hours are handled by separate schemes. In the number settings:

• Business hours → sales department queue
• Non-business hours → voicemail or redirect to on-duty employee
• Public holidays → separate voicemail with a custom message

The schedule is configured individually for each day of the week. Public holidays are added manually or via a list of national holidays (some versions of Bitrix24 support automatic import).

Routing Rule Priority

When multiple conditions apply simultaneously, Bitrix24 applies them in priority order:

1. Business hours (if outside working hours — all other rules are bypassed)
2. Routing by responsible manager (if enabled)
3. IVR (if configured)
4. Default queue

Configuring complex routing (multiple queues, responsible-manager rules, scheduling) takes 3–6 hours.