It's a functional solution for integration of your Bitrix24 and Asterisk.
The solution has three components:
main application Asterisk Integration (you're at the landing page right now);
module for FreePBX (you can find it on the installation page);
add-on Telephony24 (only for commercial users).
A module to exchange data with Bitrix24 via REST API is installed on the FreePBX side. The configuration process is performed in FreePBX interface.
What you gain
With the integration app you obtain a powerful tool to control the sales department and to analyse telephone load, speed and call processing quality.
VoIP Integration scenarios
When the incoming call comes in, the module starts looking for the responsible call operator in CRM. If an operator is not responding, the call is redirected either according to the Dialplan or to the operator’s mobile phone;
If the telephone number has not been registered in the CRM yet, a new lead is created automatically;
The lead/contact profile is displayed to the operator before s/he picks up and gets hidden if the operator is not responding;
When the conversation is over, the module creates a new activity in a lead/contact/deal profile with the type, duration and record of the conversation, as well as with the identification of the responsible operator;
Click-to-call in lead/contact/deal profile and dialing via Bitrix24 GUI;
Callback via Bitrix24 widget.
Special aspects related to FreePBX
The solution is a fully-featured module which can be plugged into any part of the dialplan, for example after the greeting or into a specific thread of the voice menu;
Queues, Ring groups and FollowMe compliance;
If the connection with Bitrix24 is lost, Asterisk keeps working on its own.
Additional perks and bonuses
Client can evaluate call quality and operator’s service. The valuation is recorded in CRM;
Each number can have a specific lead source (statistical call-tracking);
The client’s name is displayed right at the telephone’s screen even if the user has not logged in the CRM;
If a call gets missed, a new task is created automatically — all calls are duly registered.
Reports on calls (available in Telephony24)
Report on outgoing calls, efficient outgoing calls (more than 20 sec) and incoming calls;
Report on the speed of missed calls processing;
The data for reports is processed inside Bitrix24.
Go to Local module administration or Manage local modules. Select module Informunity Bitrix24 in the Admin section, choose Install and Process. After that select "confirm" and wait for the end of installation. Press Return.
Next, press Apply Config.
2. Module Registration
Before the registration we recommend to set up a special user account (for example, PBX) with administrator rights and proceed the registration process on behalf of this account. As the result you avoid two problems:
A priori the entities in Bitrix24 are created in the name of the user who registered the module. Using a separate account helps to avoid the mix up while creating and changing the entities.
The user whose account is used for module registration must have the administrator rights for CRM, Tasks, Open lines, Users, Telephony, Disk, Chat and notifications. If the rights are changed, the module can stop working correctly. In order to avoid this we recommend to create a separate user account with all listed rights.
Before registering the module please make sure that the "Integration with Asterisk app" is installed in your Bitrix24.
To start the registration go to Admin → Informunity Bitrix24.
Bitrix24 address — address of your Bitrix24 portal. It's also necessary to open access for the server license.informunity.ru. It’s necessary to use the domain name or the real IP address. FreePBX address — FreePBX server external address, from which Bitrix24 portal will receive call recordings. Also Click to Call agent will be registered at this address. For the function Click2Call and CallBack to work correctly open access in FreePBX and edge device for IP 22.214.171.124.
Fill in the required fields: Portal address and FreePBX address.
Press Register to start the registration.
After applying the authorization window will be opened at your Bitrix24 portal.
After authorization you will get the application code which is to be inserted into Application ID field. Next, click Register.
If you didn’t get the application code, press Return. Then, check input data and register again.
You are required to go through authorization procedure only once, using Bitrix24 administrator login.
3. Bitrix24 Handlers
Bitrix24 Handlers tab shows the status and allows you to register handlers if necessary. If handler is not registered the system will not process corresponding calls.
Click to Call — outbound Bitrix24 calls handler.*
Autoanswer Click To Call — if Yes it will pick up the phone automatically.
Call Back — widget site callback handler.**
Call Back Destination — destination destination where the call is transferred from the site widget, for example, to IVR or queue.
*To register a handler click “Register” next to the corresponding handler and wait for “Complete” pop-up.
**To make sure that Callback works, choose where the call should go from the web form (widget). Apply the settings by clicking Submit.
Then you should:
- Add telephone field to the form.
- Attach handler to widget in Bitrix24 (CRM -> Settings-> CRM Forms).
4. Lines configuration
Lines allow to see the number to which the call has come in the call profile.
Go to the module tab Informunity Bitrix24 Lines and press Add:
Enter DID, which receives the calls;
Enter the line number you would like to be displayed;
Press Save, next Apply Settings;
Also Lines allow to call from Bitrix24 using a particular route. To activate this point out Line number in "Dialing rules".
You can choose a line right from the dialing panel.
5. Task forms configuration
Task forms allow to set a task for an assigned manager (for Lead/Contact) if the call is missed. If a Lead/Contact does not exist or is created upon the current call then the task will not be created.
Choose the task form in "Inbound routes", see p.6.
6. Inbound Routes Module Setting
The setting is necessary for calls to be registered and profiles to be created when a call is inbound.
To configure destinations, where CRM integration is needed, go to Inbound Destinations and click Add button:
Description — destination name.
Default User — manager, to whom the event is tied to, if the call was not answered and an incoming call was designated to none of other managers.
Show Caller Name — caller name will be displayed in the SIP phone/ softphone.
Add to chat — show calls in the chat list. No Answered — only unanswered calls, All — all calls.
Assign to Unanswered Lead — choose destination in case of a missed call — Default User or Assigned Manager.
Create task on unanswered call — this option allows to choose the necessary task form for missed calls.
Show Card — display call profile in Bitrix24.
Create lead — create a new lead and deal.
Source — Source from Bitrix24 Selection lists.
Destination for registered callers — if “Extension” is selected the call will be redirected to manager responsible for lead or contact with the current call number, if “Extension&Mobile” is selected, manager will receive the call to mobile phone if he doesn’t take the internal call.
Now you can choose queues, ring groups, IVR or a specific Extension.
When choosing a queue, a ring group or an IVR, the call follows Failover Destination of the listed modules.
Assessment — upon the call client will be offered to assess quality of service by pressing button (0–5) at the phone.
Initial message — voice greeting before assessment.
Final message — voice message after assessment.
Destination — call destination.
Set destination for inbound route, for example:
Also you may set configured destination in any of available FreePBX modules (Announcement, IVR, SetCID).
7. Outbound Routes Module Setting
The setting is necessary for calls to be registered and profiles to be opened when a call is outbound.
Open Outbound Routes tab, select the route and press Edit:
Status (Enabled|Disabled|Assessment) — Enable/ Disable in a route/ Enable with the following assessment.
Create a lead for an unknown number — create a lead or deal.
Show card — show call profile in Bitrix24.
For the integration to work properly with the portal, you should set inbound and outbound CallerID's in the same format, for example, 74995556677. Please note that Bitrix24 accept symbols such as "+", ")", "-".
For inbound calls, you can use a third party module, for example, "Set CallerID".
Number Modification for Bitrix24 — modifications of the number that is transferred to Bitrix24. It does not affect the call routing. Modifications are made in the same way as with Asterisk variables.