Setting Up Outbound Telephony in Bitrix24

A manager clicks on a phone number in a contact card — and the call does not go through. Or it goes through, but the caller ID shows "Unknown Number". Or the call is recorded in the CRM but without conversation recording. Sound familiar? We encounter this every day. Setting up outbound telephony in Bitrix24 is not just about connecting a number, but a series of related decisions: which channel (WebRTC, SIP phone, desktop client), which CallerID to display, how to link calls to deals, where to save recordings, and how to charge. Let's break down each aspect with concrete examples. Our team has 10+ years of experience in telephony integration with Bitrix24 and has completed over 100 projects, guaranteeing a reliable setup.

Problems We Solve

Problem 1: Client does not see company number. If CallerID is not configured for each employee, outgoing calls may appear as unknown or with the portal's common number. This reduces trust and increases hang-ups. We set up individual CallerID: for sales managers — city number, for support — short number. Our experience shows that after this configuration, the answer rate increases by 25%.

Problem 2: Calls are not linked to CRM. Without proper linking, the manager wastes time manually creating activities, and deals lose context. When using a SIP trunk, the error "invalid SIP login" or "insufficient balance" often occurs. We verify account registration, synchronize numbers, and configure automatic activity creation with a link to the company and contact. We guarantee that every call appears in the right deal.

Problem 3: Call recordings are not saved or lost. Bitrix24 supports call recording, but only with correct server configuration and permissions. A typical mistake is not enabling the "Record conversations" checkbox in the number settings, or insufficient disk space on the cloud side. We set limits, configure automatic cleanup, and integrate with external storage (e.g., Amazon S3) so recordings are stored for years.

How We Do It: Case Study of SIP Trunk Configuration with Mango Telecom

One client — an online store with 50 managers. Needed to set up outbound telephony via a SIP trunk so that each manager calls from a unique city number, and recordings go to CRM and Google Drive for backup. We performed:

• Registered a SIP account with Mango Telecom supporting 50 concurrent lines.
• Configured external PBX in Bitrix24: Administration → Telephony → Connect PBX → SIP trunk.
• Specified parameters: server: sip.mango.ru, port: 5060, transport: UDP, auth: login/password.
• For each manager, set an individual CallerID from the number pool in telephony settings.
• Enabled automatic deal creation from calls and call recording with a 30-day rotation.
• Configured integration with Google Drive via app.bitrix24.ru for recording synchronization.

Result: managers call in one click, clients see the city number, deals are not lost, recordings are available in CRM and in the cloud. The project took 8 hours (including coordination with the operator). According to Bitrix24 Telephony Setup Guide, this configuration is optimal for medium business.

How to Set Up CallerID for Different Employees?

CallerID is the number that the client sees when an employee calls. In Bitrix24, you can set it for each user individually: Telephony → Employee settings → select user → field "Number for outgoing". If not specified, the portal's common number will be used. For departments, it is convenient to set a rule: "For sales department managers — 495xxxxxxx", "For support — 800xxxxxxx". Our team automates this using Bitrix24 agents, assigning numbers from the pool when new employees are added.

Why Is Call-to-CRM Linking Important?

Without linking, every outbound call is a "blind" event: the manager spends 2-3 minutes manually creating an activity, and may not remember which deal the call relates to. With correct configuration, the call automatically pulls up the company, contact, and deal, records the conversation, and creates a task for a callback if not reached. We always enable the "Create CRM activity" option in the number settings and verify that all managers have permissions to view/edit cards.

Process

What's Included

• Connecting cloud PBX or SIP trunk (choose operator, configure account)
• Configuring CallerID for all employees or departments
• Setting up WebRTC/Desktop client/SIP phone for each workstation
• Linking calls to CRM (create activities, attach recordings, connect with deals)
• Configuring call recording and its storage (cloud or local)
• Creating brief documentation for managers

Timeline (Estimated)

• Basic setup (1-2 numbers, WebRTC, CRM linking) — from 2 hours.
• Complex setup (5+ numbers, SIP trunk, different CallerID, Google Drive integration) — from 8 hours to 2 days.
• Pricing is calculated individually based on scope and complexity. We evaluate the project for free after analyzing your current settings.