Configuring Call Routing in Bitrix24
Call routing in Bitrix24 is a set of rules that directs incoming calls to the right employee, group, or external number. Without proper configuration, calls go nowhere: the manager is busy, the phone doesn't answer, the customer hangs up.
Types of Call Routing
Bitrix24 implements several types of routing, each for different situations:
| Type | Triggers | Routes to |
|---|---|---|
| Unconditional | Always | Employee or number |
| No Answer | Not taken in N seconds | Another employee or queue |
| Busy | Line is busy | Voicemail or external number |
| Unavailable | SIP not registered | Mobile or external number |
| Time-based | Outside working hours | Auto-attendant or on-call manager |
Configuration in Telephony Section
Main routing settings: CRM → Telephony → Settings → [select number] → Call Handling Scheme.
Employee Queue. Add managers and the call cycles through them in order. A wait time is set before moving to the next person. If no one answers — the call goes to the final action (voicemail, external number).
Routing to External Number. If an employee doesn't answer on their headset — forward to their mobile. Configured in the employee profile: Telephony → Employees → [select] → Mobile Number for Routing.
Voicemail. If no one answers — record a message. The recording attaches to a CRM task and notifies the assigned employee.
Call Routing by Working Hours
Section: Telephony → Settings → Working Hours.
Set a schedule: Monday to Friday 9:00 AM–6:00 PM. Outside this time, calls route through a separate scheme. Typical scenario: outside working hours — auto-attendant with text "We work 9 to 6, please leave a message" and logged in CRM.
You can set multiple schedules for different numbers — sales works until 8:00 PM, support until 6:00 PM.
Setting Up IVR with Routing
Voice menu (IVR) allows the customer to choose where to be transferred:
Press 1 – Sales
Press 2 – Technical Support
Press 0 – Receptionist
Configured in Telephony → Voice Menu. For each key, specify an action: queue, employee, external number, or another menu (nested IVR).
Routing Based on CRM Data
Advanced scheme: an incoming call from a known customer routes to their responsible manager in CRM. If the manager is busy — to their supervisor.
This is set through the "Route to Responsible" parameter in Bitrix24's call handling scheme. The system finds the number in CRM, locates a contact or deal, identifies the responsible party, and calls them.
If the responsible person doesn't answer — the next rule in the chain (for example, routing to a department queue).
Missed Call Control
Each missed call after going through the entire routing chain creates a CRM task marked "Missed Call" and notifies the responsible employee or manager.
Configuring routing for a single number with a simple scheme takes 2–3 hours. Complex schemes with IVR and multiple queues take half a day.