Overview

Bitrix24 is a comprehensive CRM, collaboration, and project management platform popular in Russia, CIS countries, and globally. The Cloud-PBX integration provides seamless telephony features within your Bitrix24 workspace.

Key Features:

• Screen pop with lead/contact/company/deal information
• Automatic call logging to activity timeline
• Click-to-call from any Bitrix24 record
• Call recording links in timeline
• Contact synchronization
• Power dialer for lead lists
• Integration with Bitrix24 telephony events

Benefits:

• Unified customer communication history
• Increased productivity with context
• Better lead management and tracking
• Comprehensive analytics
• Seamless workflow integration

Features

Screen Pop

When a call arrives, Bitrix24 automatically opens the caller's record:

What Displays:

• Leads: New leads with contact info and source
• Contacts: Full contact details and company
• Companies: Organization info and all contacts
• Deals: Open opportunities and pipeline stage

Screen Pop Behavior:

Incoming Call: +7 495 123-45-67
↓
Search Bitrix24: Leads, Contacts, Companies
↓
Match Found: "Ivan Petrov - Acme Industries"
↓
Open Record: Lead #12345
↓
Display: Timeline, deals, tasks, recent activity
↓
Agent Sees: Context before answering

Pop Priority (if multiple matches):

1. Contact (most specific)
2. Lead (potential customer)
3. Company (organization level)
4. Deal (opportunity associated with number)

Automatic Call Logging

Every call automatically logged to Bitrix24 timeline:

Logged Information:

• Direction: Inbound, outbound, internal
• Date/Time: With time zone
• Duration: Talk time and total time
• Participants: Agent and customer
• Outcome: Connected, missed, voicemail, busy
• Recording Link: Play recording in Bitrix24
• Notes: Agent comments during/after call
• Associated Records: Lead, contact, company, deal

Activity Timeline:

Today, 14:35
☎️ Outbound Call to Ivan Petrov (Mobile)
Duration: 5m 23s
Outcome: Connected
Agent: Maria Ivanova
Recording: [Play] [Download]
Notes: Customer interested in Enterprise plan, 
       needs approval from management. 
       Follow up Friday 10 AM.
Deal: #789 - Enterprise License ($25,000)

Auto-Actions After Call:

• Create follow-up task (if enabled)
• Update deal stage (based on outcome)
• Send email summary to customer (optional)
• Notify manager of important calls

Click-to-Call

Call from Anywhere in Bitrix24:

• Click phone icon next to any number
• Call button on lead/contact cards
• Quick-dial from list views
• Call from deals and invoices
• Mobile app click-to-call

Call Types:

Call Flow:

1. Click phone icon in Bitrix24
2. Cloud-PBX desktop client activates
3. Call initiates on your phone/softphone
4. Call progress shown in Bitrix24
5. End call → Automatically logged

Contact Synchronization

Bitrix24 → Cloud-PBX:

• Import leads, contacts, and companies
• Phone numbers for caller ID
• Names and organization info
• Custom fields and tags
• Profile photos

Cloud-PBX → Bitrix24:

• Create new lead from unknown caller
• Update last call date
• Add call activity to timeline
• Update phone numbers if changed

Sync Configuration:

Settings → Integrations → CRM → Bitrix24 → Sync

Sync Types:
  ☑ Leads
  ☑ Contacts
  ☑ Companies
  ☐ Deals (read-only for reference)

Sync Frequency: Real-time webhooks + hourly backup
Direction: Two-way
Unknown Callers: Create lead automatically

Call Recording Integration

Access Recordings in Bitrix24:

• Recording link in call activity
• Play recordings inline (no download needed)
• Download MP3 for offline access
• Share recording link with team
• Attach to deals/tasks for reference

Recording Storage:

• Stored on Cloud-PBX servers
• Accessible via secure link in Bitrix24
• Retention per Cloud-PBX policy
• Auto-delete after retention period
• Export before deletion if needed

Permissions:

• Only authorized users can access recordings
• Bitrix24 permissions honored
• Manager override for QA purposes
• Audit log of recording access

Setup Guide

Settings → Integrations → Bitrix24 → User Mapping

Cloud-PBX User        Bitrix24 User
───────────────────────────────────────
Maria Ivanova    →    [email protected]
Alexei Sokolov   →    [email protected]
Anna Volkova     →    [email protected]

Settings → Integrations → Bitrix24 → Screen Pop

Behavior: Open in new tab
Priority: Contact > Lead > Company > Deal
Fallback: Create new lead
Search By: Phone number (all formats)
Fuzzy Matching: Yes (ignore country codes, formatting)

Settings → Integrations → Bitrix24 → Sync

Click "Start Initial Sync"
Progress: Syncing contacts... 150 / 2,500
Estimated Time: 5 minutes

Sync Filters:
  Record Types: Contacts, Leads
  Status: Active only
  Assigned To: All users
  Tags: [Leave empty for all]

Advanced Configuration

Custom Field Mapping

Map Cloud-PBX call data to Bitrix24 custom fields:

Example Mappings:

Settings → Integrations → Bitrix24 → Field Mapping

Cloud-PBX Field          Bitrix24 Field
─────────────────────────────────────────────
Call Duration       →    UF_CRM_CALL_DURATION
Call Outcome        →    UF_CRM_CALL_RESULT
Call Quality        →    UF_CRM_CALL_QUALITY
Lead Source         →    SOURCE_ID ("Phone Call")
Next Follow-Up      →    UF_CRM_NEXT_CALL
Call Campaign       →    UF_CRM_CAMPAIGN

Create Custom Fields in Bitrix24:

1. Go to CRM → Settings → Custom fields
2. Select entity type (Lead, Contact, Deal)
3. Add field:
   • Field Name: Call Duration
   • Field Type: Number
   • Code: UF_CRM_CALL_DURATION
4. Save and map in Cloud-PBX settings

Workflow Automation

Bitrix24 Business Process Automation:

Example Workflow: Auto-Create Deal on First Call:

Trigger: New lead created (from unknown caller)
Condition: Lead source = "Phone Call"
Actions:
  1. Wait 5 minutes
  2. Check if lead called back or agent called lead
  3. If yes: Create deal "Inbound Interest - [Lead Name]"
  4. Assign to: Lead owner
  5. Stage: "Initial Contact"
  6. Send notification to sales manager

Example: Missed Call Follow-Up:

Trigger: Call activity created
Condition: Outcome = "Missed" AND Direction = "Inbound"
Actions:
  1. Create task "Call back [Contact Name]"
  2. Assign to: Contact owner (or round-robin if none)
  3. Due: Today, 1 hour from now
  4. Priority: High
  5. Send SMS: "Sorry we missed your call, we'll call back soon"

Power Dialer Integration

Auto-Dial Through Lead Lists:

1. In Bitrix24, create lead list:
   • Filter: Status = "New"
   • Sort: Created date (oldest first)
2. Select leads to call (checkboxes)
3. Click "Actions" → "Call selected leads"
4. Cloud-PBX power dialer starts:
   • Auto-dials first lead
   • Screen pops lead record
   • Agent answers/dispositions call
   • Auto-dials next lead
   • Repeat

Power Dialer Settings:

Settings → Integrations → Bitrix24 → Power Dialer

Mode: Progressive (dial next after call ends)
Skip: Invalid numbers, DNC, recently called (<24h)
Auto-log: Yes
Required Disposition: Yes (agent must select outcome)
Break After: 3 consecutive no-answers
Pace: 2 seconds between calls

Bitrix24 Telephony Portal

Native Integration: Bitrix24 has built-in telephony portal. Cloud-PBX can integrate as external telephony provider.

Setup Native Portal:

Bitrix24: Settings → Telephony → Rent number
→ Connect external provider → Cloud-PBX

Provide:
  - SIP credentials (if using SIP trunking)
  - Webhook for call events
  - REST API endpoint

Benefits:

• Calls shown in Bitrix24 interface
• Click-to-call button always visible
• Call status in real-time
• Integrated call history

Troubleshooting

Screen Pop Issues

Problem: Screen pop not appearing

Solutions:

1. Check browser popup blocker:

   • Allow popups from Cloud-PBX domain
   • Test: Settings → Integrations → Bitrix24 → Test Screen Pop

2. Verify phone number format:

   • Bitrix24: +7 495 123-45-67
   • Incoming call: 74951234567
   • Enable fuzzy matching to match despite formatting

3. Check webhook permissions:

   • Webhook must have crm read permission
   • Test connection in Cloud-PBX settings

4. Multiple matches:

   • If same number exists multiple times, configure priority
   • Settings → Screen Pop → Priority: Contact > Lead > Company

Call Logging Issues

Problem: Calls not logging to Bitrix24

Diagnostic Steps:

1. Check integration status: Should be green "Connected"
2. Review webhook logs:

   Settings → Integrations → Bitrix24 → Logs
   Look for: "Call logged successfully" or error messages

3. Verify webhook URL still valid (regenerate if needed)
4. Check Bitrix24 API rate limits not exceeded
5. Test with manual call log

Common Causes:

• Webhook URL expired or changed
• Missing telephony permission on webhook
• User not mapped between systems
• Required field missing in Bitrix24
• API quota exceeded (unlikely on most plans)

Fix:

1. Regenerate webhook in Bitrix24
2. Update webhook URL in Cloud-PBX
3. Test connection again
4. Make test call to verify logging works

Contact Sync Issues

Problem: Contacts not syncing or outdated

Solutions:

1. Force manual sync:

   Settings → Integrations → Bitrix24 → Sync
   → Click "Sync Now" → Wait 5-10 minutes

2. Check sync logs:

   Settings → Integrations → Bitrix24 → Sync Logs
   Look for errors or warnings

3. Verify webhook permissions:

   • Must have crm read permission for contacts, leads, companies

4. Check API quotas:

   • Bitrix24 Free: 4,000 requests/day
   • Standard: 40,000 requests/day
   • Professional: 80,000 requests/day
   • Enterprise: Custom

5. Selective sync: If too many contacts, enable filters to reduce load

Click-to-Call Issues

Problem: Click-to-call not working

Windows:

1. Install Cloud-PBX Desktop Client
2. Verify client is running (system tray icon)
3. Sign in to desktop client
4. Test: Click phone number in Bitrix24
5. Desktop client should activate and initiate call

Mac:

1. Install Cloud-PBX Desktop App
2. Grant accessibility permissions:
   • System Preferences → Security & Privacy → Privacy → Accessibility
   • Add Cloud-PBX app
3. Restart Bitrix24 browser tab
4. Test click-to-call

Browser Extension: Alternative to desktop client:

1. Install Cloud-PBX browser extension (Chrome/Firefox)
2. Extension will detect phone numbers in Bitrix24
3. Click green phone icon to call

Best Practices

Optimize for Sales Teams

Lead Management:

• Auto-create leads from unknown callers (capture every opportunity)
• Power dialer through new lead lists daily
• Set task automation for follow-ups
• Track call attempts per lead (measure persistence)

Deal Progression:

• Link calls to specific deals in notes
• Track calls per deal stage (identify bottlenecks)
• Use call recordings for sales training
• Set deal automation based on call outcomes

Performance Tracking:

• Create Bitrix24 report: Calls per sales rep
• Dashboard widget: Daily call goals vs. actual
• Leaderboard: Call volume and connect rates
• Analyze: Call duration vs. deal close rate

Optimize for Support Teams

Ticket Integration: Although Bitrix24 has helpdesk module, link calls to support cases:

• Add call activity to related case
• Attach call recording to case for reference
• Track first-call resolution rate
• Use call data for customer satisfaction correlation

Knowledge Base:

• Review common call questions
• Build knowledge base articles from frequent issues
• Reduce call volume over time
• Improve agent efficiency

User Adoption Tips

Training:

• Demo screen pop and context benefits
• Show click-to-call time savings
• Emphasize automatic logging (no manual entry)
• Provide quick reference guide

Gamification:

• Daily call goals (Bitrix24 tasks)
• Leaderboard in Bitrix24 dashboard
• Badges for milestones (50 calls, 100 calls)
• Recognition for best call notes

Monitor Adoption:

• Track % of calls with notes
• Monitor click-to-call usage
• Survey users on integration value
• Address blockers quickly

Bitrix24-Specific Features

Integration with Bitrix24 Messenger

Call from Chat:

• Click phone icon in any Bitrix24 chat
• Call colleague or customer directly
• Call participants shown in chat during call
• Call summary posted to chat after

Integration with Tasks

Call-Related Tasks:

• Create task from call activity ("Follow up on quote")
• Link call recording to task
• Call customer directly from task card
• Mark task complete after call

Integration with CRM Automation

Use Cloud-PBX call events in Bitrix24 automations:

• Trigger: New call activity created
• Condition: Duration > 10 minutes
• Action: Move deal to next stage
• Result: Automated pipeline progression

Frequently Asked Questions

Q: Does this work with Bitrix24 Free plan? A: Yes! All Bitrix24 plans support webhooks and API integration, including the Free plan.

Q: Can we use Bitrix24 telephony + Cloud-PBX simultaneously? A: Yes, but not recommended. Choose one primary provider to avoid confusion. Cloud-PBX can be configured as Bitrix24's external telephony provider.

Q: What about Bitrix24 on-premise? A: Yes, Cloud-PBX integrates with both Bitrix24 Cloud and self-hosted Bitrix24 instances. Ensure REST API is enabled.

Q: Can we record only specific calls? A: Yes, configure recording rules in Cloud-PBX (by user, by number, on-demand). Recording links appear in Bitrix24 for recorded calls only.

Q: How do we handle duplicate contacts (contact exists as both lead and contact)? A: Configure screen pop priority (Contact > Lead). Cloud-PBX will open the highest priority match.

Q: Can we integrate multiple Cloud-PBX accounts with one Bitrix24? A: Yes, useful for multi-location or multi-department setups. Each Cloud-PBX instance connects via separate webhook.

Getting Help

Resources:

• Bitrix24 REST API Documentation: developers.bitrix24.com
• Video Tutorial: Cloud-PBX + Bitrix24 Setup (15 min)
• Community Forum: User tips and tricks

Next Steps