Configuring Inbound Telephony in Bitrix24
An inbound call in Bitrix24 is not just a phone call. It is an event that triggers a chain: identifying the caller in the CRM database, routing to the right employee, creating a contact record, and linking to a deal. If this chain is set up correctly, the manager picks up knowing who is calling. If not — the phone simply rings.
Connecting a Number: Three Scenarios
Number from Bitrix24. The fastest option — rent a number directly in the "Telephony" → "Connect Number" section. Bitrix24 provides Russian local and toll-free 8-800 numbers. Calls are handled by the Bitrix24 cloud PBX; no external systems are needed.
SIP trunk from your operator. A number with an external operator (Beeline, MTS, MegaFon, etc.) is connected via SIP. In "Telephony" → "SIP Connector," a SIP account is added with your operator's credentials: host, login, password, port.
Telephony application. For cloud virtual PBXs (Mango, Sipuni, Zadarma, and others), an application from the marketplace is installed. The application registers the external PBX as a call source in Bitrix24.
Inbound Call Routing
After connecting a number, configure where calls go. In "Telephony" → "Settings," a handling scheme is set for each number:
| Option | How it works | When to use |
|---|---|---|
| Specific employee | Call goes to one person | Manager's personal number |
| Queue | Call is distributed in rotation among available employees | Sales department, support |
| Simultaneous call | All ring at once, first to answer wins | Small team |
| IVR | Voice menu | Multiple departments |
Business hours. A schedule is configured for each number: working hours, days off, holidays. Outside working hours — an answering machine with the option to leave a message, or call forwarding to another number.
CRM Integration on Inbound Calls
When an inbound call arrives, 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.
- If not found — a new lead is created (if auto-creation is enabled).
Lead auto-creation settings: "Telephony" → "Settings" → "Create lead on missed/new call."
Basic inbound telephony setup time with one number: 1–3 hours.