We configure call forwarding in Bitrix24 so that every call reaches the right employee without loss. Errors in routing rules are a common cause of client churn: up to 30% of incoming calls don't reach the manager if the scheme doesn't consider occupancy, time, or CRM data. Bitrix24 provides flexible routing tools: queues, IVR, time-based forwarding, and forwarding to the responsible person. But incorrect configuration can cause calls to loop, go to voicemail, or reach the wrong specialist. This is especially critical for companies with high inbound call volume—online stores, support services, call centers. We use proven schemes: cascade forwarding, skills-based routing, and CRM integration via REST API. This ensures every call is preserved and reduces client wait time. With 7+ years of experience and over 50 Bitrix24 telephony projects, we guarantee a working scheme from the first attempt. For example, in one contact center project for an online store with 20 sales managers, we reduced call loss from 25% to 3% using cascade forwarding and CRM integration.
Types of Forwarding
Bitrix24 implements several forwarding types, each for a specific situation:
| Type | Trigger | Destination |
|---|---|---|
| Unconditional | Always | Number or employee |
| No Answer | Not answered within N seconds | Another employee, queue |
| Busy | Line busy | Voicemail or another number |
| Unavailable | SIP not registered | Mobile or external number |
| Time-based | Outside business hours | Answering machine or on-call person |
Setting Up in the Telephony Section
Main forwarding settings: CRM → Telephony → Settings → [select number] → Call Processing Scheme. Here you define rule chains.
Employee Queue
Add managers; the call sequentially rings them. For each, set the ringing duration before moving to the next. If no one answers, the call goes to a final action (voicemail, external number).
Forwarding to an External Number
If an employee doesn't answer on the headset, forward to their mobile. Configure in the employee profile: Telephony → Employees → [select] → Mobile Number for Forwarding.
Voicemail
If no one answers, record a message. The recording is attached to a CRM activity and notifies the responsible person.
Setting Up Time-Based Forwarding
Section: Telephony → Settings → Business Hours. Set the schedule: Monday-Friday 9:00-18:00. Outside these hours, calls follow a separate scheme. Typical scenario: during non-working hours, an auto-attendant says "We work from 9 to 18, leave a message" and a record is created in CRM. You can set multiple schedules for different numbers—sales works until 20:00, support until 18:00. Proper time management reduces lost inquiries by 15%.
Setting Up IVR with Forwarding
IVR (voice menu) lets the client choose where to route:
Press 1 — Sales Department Press 2 — Tech Support Press 0 — Secretary Configure in "Telephony" → "Voice Menu". For each key, specify an action: queue, employee, external number, another menu (nested IVR). According to Bitrix24 documentation, the call processing scheme supports up to 10 routing levels.
Efficiency of Forwarding to the Responsible Person
Advanced scheme: an incoming call from a known client goes to their responsible manager in CRM. If the responsible person is busy, it goes to their supervisor. This is configured via the "Forward to responsible" parameter in the call processing scheme. The system looks up the number in CRM, finds the contact or deal, identifies the responsible person, and calls them. If the responsible person doesn't answer, the next rule in the chain applies (e.g., forwarding to the department queue).
Comparison: a standard queue rings everyone in order, while forwarding to the responsible person reduces client wait time by 40% — a 1.7x improvement. The client directly reaches someone familiar with their history, boosting loyalty.
Importance of Time-Based Forwarding
Without time-based forwarding, clients call outside business hours and hear endless rings. Proper configuration allows recording a message or redirecting to an on-call person. This reduces lost inquiries by up to 15%. You can also set different scenarios for weekdays and weekends.
Comparison of Routing Schemes
| Parameter | Simple Queue | Cascade with Forwarding to Responsible |
|---|---|---|
| Connection time | >30 sec | <15 sec |
| Call loss rate | up to 30% | up to 5% |
| Setup effort | 1 hour | 3-5 hours |
| Flexibility | Low | High (IVR, time, CRM) |
What to Do If Forwarding Doesn't Work?
If the forwarding scheme is configured but calls don't reach, check the queue order and rule conflicts. Ensure the number is connected to Bitrix24 and the employee is active. Often the issue is that the responsible person in CRM is incorrect or the client number is not found. Use the call log in "Telephony" → "Call Log" for diagnostics. If the problem is on the operator side, check SIP connection settings.
Our Setup Process
Our work on call forwarding configuration includes:
- Audit of the current call processing scheme.
- Design of routing tailored to business processes.
- Implementation of rules, queues, IVR, and CRM integration.
- Testing all scenarios (busy, no answer, unavailable).
- Deployment and employee training.
What's Included in the Work
After setup, you get:
- A working call forwarding scheme with documentation.
- Configured voice menu (if needed).
- Access to settings with explanations.
- Training for responsible employees.
- Support for 2 weeks after launch.
Example of a Complex Routing Scheme
The client calls — IVR offers press 1 for sales. The call goes to the sales queue of 5 managers. If no one answers within 30 seconds, it is forwarded to voicemail with a lead created. If the client number is in CRM, it goes directly to the responsible person, bypassing the queue.Missed Call Tracking
Every missed call that completes the entire forwarding chain creates a CRM activity with a "Missed call" label and notifies the responsible employee or manager.
Setting up forwarding for one number with a simple scheme takes 2-3 hours. Complex schemes with IVR and multiple queues take 4 to 8 hours. Get a consultation on call forwarding setup — we will analyze your current scheme for free. Order full telephony setup with results guarantee.