Setting Up IVR (Voice Menu) in Bitrix24
A typical IVR in Bitrix24 is a static menu of 3-5 options. But if you have different customer segments (VIP, new, tech support), such a menu is ineffective. Example: a customer with 10 orders waits in queue alongside someone calling for the first time.
A poorly configured IVR creates irritation: long greetings, unclear options, no path for those without touch-tone dialing. We have encountered projects where customers hung up before reaching an operator — the share of such calls reached 25%.
A well-configured IVR speeds up call routing by 30%, reduces operator workload by 40%, and increases customer loyalty. According to Bitrix24 documentation, IVR is configured in the Telephony section.
Why is standard IVR not always suitable?
Bitrix24 offers a static menu: one scenario for all callers. But businesses often need different routes: a VIP customer straight to the assigned manager, a new customer to sales, existing customers to tech support. Standard IVR cannot dynamically change the route.
The solution is custom development using an external handler (Asterisk AGI) and Bitrix24 REST API. We have implemented such projects: a call identifies the customer by number, through CRM integration finds their latest request, and routes them to the needed specialist.
Such dynamic IVR processes calls 2 times faster than static — average response time drops from 25 to 12 seconds.
What is dynamic IVR and when is it needed?
Dynamic IVR is a voice menu that changes logic depending on CRM data or time of day.
It is useful when you need to route a VIP customer's call directly to their personal manager, bypass standard options for repeat inquiries, or distribute load across departments based on workload.
IVR integration with REST API allows querying customer information on the fly and making decisions. For example, when a call comes from a known contact's number, the system can immediately transfer them to a manager, cutting processing time by 40%.
How to set up IVR in Bitrix24?
IVR setup in Bitrix24 is done in "Telephony" → "IVR" → "Add scenario". A scenario consists of blocks:
- Message playback — audio file or speech synthesis.
- Input request — waiting for key press with timeout.
- Branching by key press — different paths for each key.
- Transition to queue — routing to employees.
- Transition to another IVR — nested menus.
For a static menu this is enough. But if dynamic behavior is required, we move the logic to an external server.
Example: when a call arrives, the PBX sends a POST request with the number to our script, the script uses crm.contact.list to find the contact, determines the manager, and returns a binary IVR script (transfer immediately to the manager) or a standard menu. For more details on setting up IVR, see the official Bitrix24 documentation.
| IVR type | Features | Example use |
|---|---|---|
| Static | One menu for everyone | Small business, even flow |
| Dynamic | Menu changes based on CRM data | VIP service, request-based inquiries |
| Parameter | Static IVR | Dynamic IVR |
|---|---|---|
| Setup time | 2-4 hours | 1-3 days |
| Requires programming | No | Yes (Asterisk AGI) |
| Routing flexibility | Low | High |
What is included in IVR setup work
We provide a full cycle, including IVR training for administrators:
- Audit of current telephony and scenarios.
- Design of IVR logic: menu tree, timeouts, fallback routes.
- Recording or synthesis of voice messages (voice greeting).
- Setup in Bitrix24, connection to call queues and external numbers.
- CRM integration for dynamic routing.
- Testing with simulated calls across all branches.
- Documentation of the IVR scheme and support regulations.
Work process
- Analytics — study phone load, call frequency, distribution by departments.
- Design — draw the menu tree, approve message texts.
- Implementation — create the scenario, write external modules (if required).
- Testing — check all branches, stress test under peak load.
- Deployment and training — transfer to production, instructions for the administrator.
Example of dynamic IVR implementation
For dynamic routing we use an external PHP handler. On a call, Asterisk sends an HTTP request with the number to our script. The script uses Bitrix24 REST API (method `crm.contact.list`) to find the contact. If the contact has the "VIP" tag, the script returns a command to transfer to the personal manager's number. Otherwise, it returns the option number of the regular IVR. This allows reducing call processing time by 2 times — down to 10 seconds.Timelines and cost
Timelines depend on complexity: basic setup (3-5 options, one queue) takes from 2 to 4 hours. Multilevel IVR with dynamics — from 1 to 3 days. Cost is calculated individually after an audit. We guarantee quality and transparency — all stages are agreed before work begins.
Typical mistakes when setting up IVR in Bitrix24
- Long greeting (>15 seconds) — the customer gets annoyed and hangs up. Optimal: a 5-7 second greeting + immediate instructions.
- More than 5 options — a person does not remember them. Use submenus, but no deeper than 2 levels.
- No exit to operator — customers with pulse phones or without touch-tone dialing cannot get through. Always include key 0 or '*'.
- Timeout not fixed — if the customer did not press, route them to an operator instead of repeating the message.
Contact us — we will analyze your current scheme and propose an optimal IVR structure. Request a consultation, and our engineers with 5+ years of experience (more than 50 implementations) will select a solution for your budget.