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3CX provides out of the box integration with Bitrix24. This plugin opens the contact or company or lead record in Bitrix24, creates a new contact if the inbound caller is not found, and adds a new activity log to the company or contact or lead when the call ends, so the agent can take notes.
Launching outbound calls from the Bitrix24 interface is already available using the 3CX Click2Call plugin.
- 3CX v15 PRO or Enterprise edition
- The 3CX client for Windows installed and running
- A Bitrix24 account (Cloud version, Self hosted Version with REST API enabled)
Deploying the Bitrix24 Integration
In order to deploy the Bitrix24 integration to your users, please follow these steps:
- From the 3CX Management Console you need to download the plugin from the 3CX update server to your 3CX server. Go to “Settings” > “CRM Integration” > “Available CRM Integrations”. Select “Bitrix24” and press Download.
- To assign the Bitrix24 plugin to an Extension, go to the Extensions page from the management console. Select the extension and click Edit, then navigate to the Integration tab. Enable Integration and select the Bitrix24.zip from the list.
- Repeat the previous step for each extension you need to be set with Bitrix24 integration.
After completing these steps, and once the 3CX client is provisioned, the integration package will be received from the 3CX server and will be ready for use by the extension.
Configuring the Bitrix24 Plugin
In order to open the configuration dialog, press the Settings button in the 3CX client for Windows.
Select “Advanced Settings” and then click “Integration”. The configuration dialog will be shown.
Click on “General” to open the general settings page. Here you can configure when you want to open the contact record in Bitrix24 (on ring, on answer, or don’t open it), and if you only want to open the contact record if the Caller ID length is larger than a number of digits (so it’s not launched when another extension is calling you).
If you also want to automatically log a phone activity, you must check the “Enable Journaling” option. When this option is set, the plugin will create a new phone activity log, already bound to the account or contact matched, when the call ends. If you want to create a new contact when the Caller ID is not found, just check the option.
In the Behavior section you can also change the maximum digit length to compare. When an inbound call arrives at your extension, the caller ID may have different formats depending on your PSTN or VoIP Provider. It could have an international format (including the country code), national format (including the region or city code), or local format (including only the local number).
Also, you may have created your contact’s phone numbers in your Bitrix24 account with prefixes that are not present in the caller ID, such as mobile phone prefixes. In this case, to match the caller ID with the contact’s phone number, you need to specify the maximum digit length to compare parameter. Usually this parameter should be the length of your local phone number.
The Bitrix24 plugin will compare the final number digits of the Caller ID with the final number digits that appear in your contact’s phone number. If you configure this parameter to compare a high number of digits, there's a greater chance that the Caller ID will match up with the contact, but it's possible that the Caller ID will not always match up with some contacts. If you configure the maximum digit length to compare to a lower number of digits, you get less accuracy when matching the Caller ID with your contacts.
Administrator - Bitrix24 configuration
If you are using a self hosted version make sure that the REST API is enabled. Also, give read rights to all users by navigating to this url: http://SITE_URL/bitrix/admin/fileman_access.php
Now we need to create an inbound web hook to enable access to the web services from the plugin:
1. Login to your Bitrix24 portal account and click on the menu icon on the top left corner.
2. Go to the “Applications” section and select Web hooks.
3. Click on the “Add Web Hook” button and select the “Inbound web hook” option.
4. Enter a name and description. From the access permissions options then select the CRM, Users and Lists checkboxes. Press Save when done.
5. A code will be displayed, and below you will see a REST Call example URL, like the following:
This URL, excluding the final path “profile” will be used in the next step.
User - Bitrix24 configuration
For the authorization you will need the Web Hook REST API URL, excluding the final path “profile” from the example URL shown by Bitrix. For example:
In the Contact Lookup section you can choose to look for contact information in the Contacts and / or Accounts tables, and / or Leads and select the lookup order in these tables. And finally, when opening a contact record, you can specify if you want it opened in your default browser, or configure the plugin to open the contact record in another browser.