Telephony in Bitrix24 – Explained Simply for Beginners

Paul Streck

27 March 2024

Telephony is one of the central features of modern CRM systems – and at the same time one of the most technically demanding. In Bitrix24, however, the topic is handled cleverly and in a user-friendly way. In this article, we show how telephony in Bitrix24 works, what options are available to you and what benefits you can gain from it.

📞 Use telephony directly from Bitrix24

With Bitrix24, you can make calls directly from the system – without any additional device. Bitrix24 acts as a client: you receive and make calls via the browser or the app. This keeps you within the CRM and saves valuable time in day-to-day business.

📝 Call logging – automatic and clear

One of the biggest advantages: every call is automatically saved in the CRM profile – including duration, status and time. This means less manual effort and complete documentation of your customer communication.

✍️ Add notes during the conversation

During the call, you have the option to take notes directly and assign them to the appropriate CRM entry. This way, the content of the conversation remains traceable – ideal for follow-up, follow-ups and teamwork.

🔁 IVR – Intelligent call distribution

The telephony module offers an integrated IVR system ("Interactive Voice Response"). With it, you can flexibly forward calls to teams or individuals – based on time of day, voice input or other rules. Perfect for professional customer communication.

📊 Evaluation and analysis of calls

In Bitrix24, calls are their own activity type. This means they can be specifically displayed, filtered and evaluated in the "My activities" area. Whether in sales or customer service – you quickly recognize how active your team is and where there is potential for optimization.

Connection options at a glance

Bitrix24 offers various options for connecting telephony to your system:

1. Rent numbers directly in Bitrix24
   In the "Telephony" area, you can rent local phone numbers. A requirement is proof, e.g. a rental agreement or a commercial register extract. After successful registration, you can top up credit directly and get started. The prices can be viewed transparently in the "Prices" area.
2. Connect your own phone system
   Do you already have an IP phone system? Then you can pair it with Bitrix24 – via the so-called SIP connector. Important to know: using the connector is subject to a fee, although 60 minutes are included free of charge for testing. The connection is set up very easily via the "Cloud PBX" wizard.
3. Synchronize call data with the CRM
   If you do not make calls directly through Bitrix24, you can still synchronize call data with the CRM. This way, the call history is preserved – even without direct integration. In the Bitrix24 Marketplace you will find suitable apps, such as the 3CX connection.

Conclusion

Telephony in Bitrix24 is more than just a nice add-on module – it can massively simplify daily work in sales and customer service. From direct integration to the flexible connection of existing systems: Bitrix24 gives you full control and transparency in customer communication.

💡 Tip: Test the telephony features directly in your Bitrix24 instance – many features are already available to you in the standard plan.