Incoming calls get lost without proper routing. Clients can't get through, managers manually search for contacts — business loses orders. We configure Bitrix24 telephony so every call becomes a manageable event: the system identifies the number via CRM, directs it to the right employee, creates a lead, and records the conversation. Proper setup reduces call handling time by 30% and boosts conversion to deals up to 25%. We have extensive experience with successful telephony integrations; moving to a SIP trunk provides significant savings on communication costs.
How to set up Bitrix24 telephony in one day?
Setting up Bitrix24 telephony starts with connecting a number. There are three ways:
- Bitrix24 number — the fastest: rent a number directly in the Telephony → "Connect number" section. Bitrix24 provides Russian city and 8-800 numbers. The cloud PBX handles all calls; no external systems are needed. Setup takes 15 minutes.
- SIP trunk from your provider — connect an existing number via SIP. In Telephony → "SIP connector", add your SIP account details: host, login, password, port. Typical setup with ready data takes 30–60 minutes.
- Telephony app — for cloud PBXs (Mango, Sipuni, Zadarma), install the app from the marketplace. It registers the external PBX as a call source in Bitrix24.
SIP trunk parameters for connection:
Host: sip.provider.ru Port: 5060 Login: user number Password: provided during registration Protocol: UDP/TCP SIP trunk or telephony app: which to choose?
If you already have a number and want to keep it, choose a SIP trunk. It gives full control over routing and no monthly fee. A telephony app is convenient when you need advanced analytics from the cloud PBX, but you pay a subscription. We help you choose the option that fits your budget and infrastructure. SIP trunk setup is twice as fast as an app, and long-term it is 40% more economical. IVR menu improves call distribution accuracy threefold compared to manual transfer.
| Criteria | SIP trunk | Telephony app |
|---|---|---|
| Monthly fee | No | Yes (subscription) |
| Routing control | Full | Limited by PBX capabilities |
| Setup speed | 30–60 minutes | 10–20 minutes (installation) |
| Analytics | Basic (recording, statistics) | Extended (PBX reports) |
Inbound call routing
After connecting the number, configure where the call goes. In Telephony → Settings, for each number set the processing scheme:
| Option | How it works | When to use |
|---|---|---|
| Specific employee | Call goes to one person | Direct line for manager |
| Queue | Call sequentially rings available employees | Sales department, support |
| Simultaneous ring | Everyone rings at once, first to answer takes it | Small team |
| IVR | Voice menu with department selection | Multiple departments or complex structure |
Business hours. Each number has a schedule: work hours, weekends, holidays. Outside work hours — voicemail with the option to leave a message or forward to another number. In one project we configured night mode with forwarding to a senior manager — missed calls dropped by 40%.
How to avoid missed calls outside working hours and on holidays?
In the telephony configuration, you can set multiple time intervals: work hours, lunch break, weekends, and holidays. Bitrix24 supports importing custom holidays via CSV. We recommend different scenarios: during work hours — a queue, outside — IVR with voicemail that converts to a task.
Why is CRM integration important?
On an inbound call, Bitrix24 searches for the caller's number in the database:
- If a contact/company is found — the card opens for the responsible manager.
- If a deal is found — the deal card opens.
- If not found — a new lead is created (if auto-creation is enabled).
Auto-creation setup: Telephony → Settings → "Create lead on missed/new call". This automates the first contact and reduces response time to 5 seconds. We also configure call recording and linking to CRM entities — you always see the communication history.
How we do it: a real case
From our practice: an e-commerce store with 10 sales managers. Problem: calls were lost, clients waited over 3 minutes. We connected a SIP trunk from MTS, set up three-level IVR, established a queue with a maximum wait of 30 seconds, and enabled auto lead creation. Result: response time dropped to 20 seconds, conversion to orders increased by 20%. Call recordings helped identify frequent objections and improve sales scripts.
What's included in telephony setup
- Connecting the number (rental, SIP trunk, or app)
- Configuring routing (IVR, queue, simultaneous ring)
- CRM integration (auto lead creation, contact linking)
- Call recording and storage in CRM
- Employee training and documentation handover
- Technical support for 2 weeks after delivery
Process
- Analysis — study current call scheme, load, requirements.
- Design — choose connection method, design routing.
- Connection — configure SIP or app, register numbers.
- Configuration — set up IVR, queues, schedule, auto-creation.
- Testing — check all scenarios: inbound, outbound, transfer, recording.
- Training — instruct employees, hand over documents.
Timelines and cost
Basic setup of one number takes 1–3 hours. For projects with IVR, multiple numbers, and CRM integration — up to 2 days. Cost is calculated individually. Guarantee on setup — 2 weeks after delivery. Get a consultation from a certified engineer — we'll evaluate your project in one day. Contact us to start. Order telephony setup and receive 2 weeks of free support.
After setup, be sure to check:
- All calls are correctly routed.
- Leads are created for missed calls.
- Calls are recorded and linked to the correct entities.
- Business hours schedule and night mode work.
- Notifications for missed calls are configured.