Asterisk and Bitrix24 integration

The solution is based on the Bitrix24 REST API for telephony. 

Integration is made directly, which means that in the process of work, Bitrix24 receives commands right from Asterisk. Such a scheme requires no intermediate layers or additional programs, which makes it possible to avoid various restrictions and potential instability and outperform indirect integration for about 3-5 seconds in terms of connection speed.

At the same time, after implementing the integration at workplaces, there is no need to reconfigure anything: the telephony remains on the side of Asterisk, while employees keep using the same SIP devices or softphones as they used to.

The telephony will keep working even if Asterisk loses connection with Bitrix24.

Architecturally, the solution consists of two parts:

1. An integration module that works on the side of the PBX and provides connection between Asterisk and Bitrix24. The control panel for managing settings is implemented on FreePBX, as this software is the most popular among Asterisk control systems.

On the control panel, the user can configure:

• Click to Call and Call Back handlers;

• inbound and outbound routes;

• parameters of data transferring;

• task templates and exceptions.

2. Application for Bitrix24. The app does not have an interface but works as a point of contact with Asterisk on the side of Bitrix24.

For a closed-type infrastructure, we have developed an Enterprise version of the module. It lets the company keep the entire interaction process within the local network.

How the integration works

When Asterisk gets a call, Bitrix24 opens a card. Calls made from the portal via Click to Call send requests to Asterisk, and Asterisk calls the client's number. The information about calls is recorded in Bitrix24.

The integration allows configuring the following scenarios:

• if a call comes from an unknown number, the system creates a lead and assigns it to a default responsible person - this way no call gets lost;

• if a responsible employee does not pick up, the call is forwarded along the route or to the employee's mobile phone;

• all missed calls are registered in CRM and assigned for a default responsible person, while the existing Contacts and Leads get tasks according to set templates;

• after the conversation, in a Lead, Contact or Company, there are an event with information about the call (type, duration, operator's name) and a conversation record that can be listened to at the same CRM page;

• the operator initiates a call by clicking on a number in CRM (Click to Call) or by typing it manually in the Bitrix24 dialer interface;

• one can order a call back from the site with Bitrix24 widget;

• at the end of the conversation, the subscriber can assess the quality of the operator's work, while the assessment is recorded in CRM;

• a unique lead source is set for each phone number, which may be referred to as statistical call tracking.

Thus, with the integration, you get an effective tool for managing telephone load and assessing the quality of operators' work.