3CX Bitrix24 integration

If the lead/contact is not found in the Bitrix24 database, a new lead can be created. The lead is created at the time of the call and is attached to the "fake" (non-existent) employee. And only after the first conversation is over, the lead will be tied to the employee who first talked to the new client. This is convenient, because a new lead card is always created, even if the new client did not wait for a response (unlike regular integration), and thus all new calls will be displayed in Bitrix24.

When logging completed calls, Bitrix24 records the following information: start and end time of the call; call duration (minutes, seconds); for incoming - the name of the trunk on which the call was received; for outgoing, the prefix through which the call was made, if one was used. And most importantly - the call is tied to the employee who led the conversation.

Missed incoming calls are marked as failed and are visible in the Bitrix24 reminder list. If a call arrived at the queue and was missed, then it is attached to a "fake" (non-existent) employee or to the head of the department and is not displayed in the list of missed calls of each individual operator to whom the call was distributed. Information about such a missed call will be present in the Bitrix24 database in a single copy. Also, our integration captures missed calls at the IVR level. For comparison: regular client integration created information about a missed call for each operator (moreover, several times if the call came to the operator several times), and regular server integration does not create information about a missed call at all if the call came to the queue.

The integration performs full synchronization between the Bitrix24 contacts/companies/leads database and the 3CX address book. At the moment of completion of any call, the integration module transfers (updates) the data from Bitrix24 that correspond to the completed call to the 3CX address book. Our synchronization is free from the disadvantages of standard 3CX synchronization: in standard synchronization, not all phones are transferred to the address book, and in some cases, phones are updated incorrectly.

The integration performs full synchronization between the Bitrix24 contacts/companies/leads database and the 3CX address book. At the moment of completion of any call, the integration module transfers (updates) the data from Bitrix24 that correspond to the completed call to the 3CX address book. Our synchronization is free from the disadvantages of standard 3CX synchronization: in standard synchronization, not all phones are transferred to the address book, and in some cases, phones are updated incorrectly.

Our module has one more option: automatic call sticking for a short time. When an incoming call, according to the rules set in the Bitrix24 database, reaches the right manager, then this call can be transferred by the manager to another employee. Or another employee can call the client himself. Thus, the last person who spoke with the client, or tried to call him, may be different from the current call manager. If after a short time the client calls back, then most likely he wants to continue communication with the one with whom he spoke (or tried to talk) last, and not with the call manager. In this case, the call sticking option will allow you to connect the client with the one with whom he talked (or tried to talk) recently: calls from the client are temporarily, and importantly, automatically stick to such an employee. In the Bitrix24 database, for each employee, you can set his individual sticking time, or you can specify that calls never stick to this employee. You can also disable call sticking at the level of each individual CRM entity.