Add Bitrix24 CRM Element

Using the "Bitrix24" element, the customer's call will be redirected to the responsible manager's number. When an incoming call is received, the customer's card opens in the external CRM system, and based on the customer's card, the system determines the responsible manager to whom the call is directed. If the responsible manager does not answer, the customer's call will go to the next element configured in the routing scenario.

The routing scenario is configured in the "Virtual PBX" → "Call scenarios" section.

To add the "Bitrix24" element, click on the icon in the elements menu on the right.

The "Bitrix24" element will be added to the routing scenario.

1. For cases when an employee does not answer the customer's call, set up call forwarding to another direction by setting a call time limit. Then add a new element to the diagram that determines the call route direction. To do this, click on the clock icon on the "Bitrix24" element. The response time settings form will open. 

2. Check the "Limitation of external source" box and select the number of seconds after which the call will go to another direction. When the "Limitation of external source" checkbox is unchecked, the "Bitrix24" element will be the endpoint of the route.

3. Click the "Save" button.

4. Add an element to the diagram that sets the direction where the customer's call will go if the responsible manager does not answer after the specified number of seconds.

Also see;

“Call scenario settings”.