Bitrix24

Who should read this article: Administrators

Enable your agents using Bitrix24 to call contacts using click-to-call.

Introduction

Voiso integrates with the Bitrix24 CRM to enable agents to use the Voiso click-to-call feature in the Bitrix24 CRM to initiate and handle calls.

Integrating with Bitrix24 for Click-to-call

To integrate Voiso with your Bitrix24 CRM, contact your Voiso account manager to enable the Bitrix24 integration.

1. Once Bitrix24 is enabled for your Voiso contact center, open your Bitrix CRM and select Developer resources from the lefthand navigation menu.
2. On the Developer resources page, select Other to create two webhooks.
3. On the Other page, click Outbound webhook.
4. Specify a name for the webhook that suits your business practices.
5. The Your handler URL, specify the link to your contact center cluster. For example: https://{cluster_id}.voiso.com/api/v2/bitrix/click2call
6. In the Events field, select External phone call start (ONEXTERNALCALLSTART), then click Save.
7. After the page refreshes, copy the content of the Application token field.

8. In your Voiso contact center, navigate to Administration > System settings, scroll down to the BITRIX24 CRM SETTINGS section, then click Enabled.
9. Paste the application token into the Authentication code field.
10. In Bitrix24, return to the Other page, then click Inbound webhook.
11. In the Assign permissions section, select both Telephony (telephony) and Users (user), then click Save.
12. Copy the address from the URL field on the Inbound webhook page.
13. Return to your Voiso contact center System settings and paste the URL into the API URL of the BITRIX24 CRM SETTINGS section, then click Save.
14. Return to Bitrix CRM and select Telephony from the lefthand navigation menu.
15. Click Configure telephony, the select Telephony settings.
16. On the Settings page, select your outbound webhook from the Default number for outgoing calls and, optionally, Forward calls to the backup number from: menus, then click Save.

Setting up users

When the Bitrix24 CRM integration is enabled, the Betrix24 User ID field is added to the Voiso User page. Add the user's Bitrix24 user ID to the field and save the page to enable the agent to make calls from Bitrix24 CRM.

Users must also have an extension and email address configured that matches the email address of the agent in Bitrix24 CRM.

Click-to-call

The Voiso Bitrix24 CRM integration allows agents to call leads or customers from Bitrix24 CRM by clicking a phone number or the Call button on pages like Lead information or About contact.

To use the click-to-call feature, agents must sign in to both Bitrix24 CRM and Voiso and start the Agent Panel or Omnichannel Workspace.

When an agent initiates a call from the Bitrix24 CRM, Voiso receives a request containing the number to call and the Bitrix user ID. The ID must match the value in the Bitrix24 User ID field in the user's settings.