Lost a big order because a client's call reached a trainee who didn't know the product? A familiar situation: incorrect routing is one of the common causes of lost leads. According to statistics, up to 30% of clients don't get through to the sales department due to misconfigured queues or IVR. We set up Bitrix24 telephony considering your business processes so every call reaches the right specialist. Our experience — over 10 years and more than 50 successful projects, including integrations with 1C, CDEK, amoCRM. Using IVR you can automate greetings and route calls to the right department without an operator. This reduces the load on the secretary and speeds up call processing by 40%.
Basic Routing Schemes
For each connected number in Bitrix24, its own scheme is configured. Let's look at the main options.
| Scheme | Description | When to Use |
|---|---|---|
| Queue (sequential) | Call goes to the first available employee. If unanswered for 15-30 sec, moves to the next. | Sales department, support with load distribution |
| Parallel ring | Calls all group employees simultaneously. Whoever picks up first gets the call. | Small teams where speed matters (30-50% faster than queue) |
| By responsible manager | If the caller has a contact in CRM with a responsible person, the call goes directly to them. | Client base with assigned managers |
| Random employee | Even distribution of load without considering availability. | Operators with equal competence |
How to Set Up Routing by Responsible Person in CRM?
The most valuable feature for repeat inquiries: a regular customer always reaches their manager. Configuration: 'Telephony' → 'Settings' — enable 'Forward to responsible'.
Logic:
- Bitrix24 searches for the phone number in CRM.
- Finds the related record (contact, company, deal).
- Determines the responsible person for the record.
- If the responsible person is online, routes the call to them.
- If unavailable, applies a fallback scheme (queue or specific employee).
Important: this scheme requires a clean CRM database. Check that each contact has no duplicates and the correct responsible person is assigned.
Why Do Calls Drop into Void?
A common problem — the call doesn't find a free operator. Reasons: incorrect rule priority, employees in 'Do not disturb' status, or schedule not set. Priority of routing rules:
- Working hours check (if outside working hours — all other rules are not applied).
- Routing by responsible person (if enabled).
- IVR — voice menu.
- Default queue.
We recommend setting a fallback scheme for when all operators are busy: for example, forwarding to an answering machine with a promise to call back.
How to Set Up Routing by Schedule?
Working and non-working hours are handled by different schemes. In the number parameters:
- Working hours → sales department queue.
- Non-working hours → answering machine or forwarding to on-duty.
- Holidays → separate voice message.
The schedule is set for each day of the week. Holidays are added manually or via import — in some Bitrix24 versions there is auto-import.
Example setup for a sales department of 5 people
We use a sequential queue with a 20-second timeout. If all operators are busy, the call is transferred to an IVR with an option to leave a message. After working hours, an on-duty number is activated. This scheme increased the call completion rate from 60% to 95% in one of our projects.What's Included in the Work
We provide a full range of services for setting up call routing. As a result, you get:
- Audit of current telephony infrastructure and CRM database.
- Project documentation with diagrams and IVR scenarios.
- Implementation of rules, queues, and schedules.
- Testing with sample calls and CRM verification.
- Instructions for operators and administrators.
- One month of post-launch support with monitoring and adjustments.
- If needed, integration with external services (1C, CDEK, YooKassa).
Timeline and Cost
Setup time depends on the complexity of the scheme. A basic configuration takes 3 to 6 hours. Complex projects with IVR and integrations — 1-3 business days. The cost is calculated individually and pays off by reducing lost calls and increasing conversion. Official Bitrix24 telephony documentation.
Contact us for a free audit — we'll assess your current infrastructure and create an improvement plan. Order setup with a guarantee that calls will reach the right employee on the first try. Savings on telecommunications can reach 35% after implementing proper routing.