One of the most frequent questions related to the integration of Asterisk and Bitrix24 is, "Why isn’t the recording of the second part of the conversation saved in the call profile after the call is redirected?" Let's try to figure out why this happens and how to set up the module to keep the whole conversation.
Our solution’s principle of operation is simple: call data comes from Asterisk and is registered in Bitrix24. However, when a user performs an action that is not directly related to Asterisk — in this case, a call transfer on the telephone — Asterisk splits the call into two unrelated parts, as a result of which the CRM user sees a record of only one part of the call.
Why is this happening? Usually, there is a way of transferring calls using a special key on the phone. This can be just * or the transfer button. For Asterisk to operate correctly in its interaction with Bitrix24, however, it is necessary to use the Asterisk call transfer command. These are two key combinations:*2 for conditional transferring (to connect to a colleague before you transfer) and ## for unconditional transferring (the subscriber is immediately forwarded to the colleague's phone, and if they do not answer, the call will be returned). In this case, the CRM stores the correct data and a complete record of the conversation.
On many SIP devices, you can customize the transfer button and set it to *2. This allows the call to be transferred in the usual way.
One of the main advantages of our integration is that, unlike the conventional way of tying a call event to an off-hook operator, we tie the call directly to the client. So, if a customer calls the company and only the fifth operator answers, you will see one instance of the call in CRM. Under this scheme, a call can be forwarded as many times as needed within the system, but only the operator who lifts up the handset will be held responsible. In other words, we register the call first and only then do we transfer the data about it to Bitrix24. This is how we keep all of the stages of the conversation and put the right person in charge.
Let’s repeat the transfer combinations:
*2[number]# — for conditional transfer (after being connected with a colleague the caller shall hang up);
##[number]# — for unconditional transfer.
Hash in the end of the combination means that Asterisk can stop waiting for further dialing and proceed to the call.
