Interface with Bitrix24

[HasanBalcok]

Hello

I have a question. We have an interface with Bitrix24, normally for each incoming call a new window should open at our end where we can process the lead. Normally, a window should open for each employee who is logged into the queue ( English Ring Groups ) of 3cx. Until a short time ago this also worked. Only here we have the problem that the lead is not shown to everyone ( I can gladly send you a screenshot). Therefore not every employee can see the lead. In addition, I would like to know how we can determine the person responsible for the incoming calls. We ask for your help and thank you in advance for your effort

Hasan

 

[edossantos]

The Web Client will popup the matched contact, no matter who is responsible for that contact. If your agent then doesn't have access to view this contact, then you will need to work on the Bitrix permissions, or route calls to the appropriate agent.

 

[HasanBalcok]

Thank you very much for the very good Support. My next Question :

1- We currently have the problem that all incoming calls by Bitrix are only assigned to one person. Previously, the person who answered the phone was also entered as the person responsible. Unfortunately, the system no longer does this.


2- There is also a call statistics function on Bitrix. Unfortunately, we do not have access to this. We have already contacted Bitrix support. However, they say that it is a problem with the application. We kindly ask for help.

 

[edossantos]

1- We currently have the problem that all incoming calls by Bitrix are only assigned to one person. Previously, the person who answered the phone was also entered as the person responsible. Unfortunately, the system no longer does this.

There have not been changes regarding how this works. In Bitrix you need to set the extension number for each of your agents:
https://www.3cx.com/docs/bitrix24-crm-integration/#h.sym7mpe3t9e2

Then when 3CX will log the call in Bitrix, it will search for the Bitrix user having the extension number that received the call, and will create the call activity associated to the matched contact and matched Bitrix user.

If this is not working as described, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, make a test call to reproduce the issue, and send us the 3cxSystemService.log file.

2- There is also a call statistics function on Bitrix. Unfortunately, we do not have access to this. We have already contacted Bitrix support. However, they say that it is a problem with the application. We kindly ask for help.

If this is a Bitrix functionality, you need to get help from them. 3CX will log calls in Bitrix, how this information is analyzed doesn't depend on 3CX...

 

[HasanBalcok]

Hello Dear Support,

when i want to make an outgoing call from bitrix, it does not connect to 3cx. Bitrix support has directed me to you. Here is the screenshot. Looking forward to a solution

 

[edossantos]

Hello Dear Support,

when i want to make an outgoing call from bitrix, it does not connect to 3cx. Bitrix support has directed me to you. Here is the screenshot. Looking forward to a solution

3CX has nothing to do with this. You're using the Bitrix embeded dialer, so you're sending calls to Bitrix. You need to ask Bitrix to disable that functionality, and then the 3CX Chrome Extension will be able to convert the phone numbers to click to call with 3CX links.

 

[HasanBalcok]

https://cp.bitrix.ru/pub/im.file.ph...19b46f3e5d1752e2e6a71c38b4fa7ad&img=y#img.png


We us this one and not the Chrome App

 

[edossantos]

https://cp.bitrix.ru/pub/im.file.ph...19b46f3e5d1752e2e6a71c38b4fa7ad&img=y#img.png


We us this one and not the Chrome App

Click to call is not provided by the CRM integration. It's enabled for any web site with the Chrome Extension. You need to install it, and also ensure that Bitrix has not enabled their dialer for your account.