Building a call center with FreePBX and Bitrix24.

Customer: 

An outsourcing service provider specializing in building call centers and comprehensive CRM solutions. The company provides solutions for contact centers, providing customers with a full service cycle.

What problem did the client encounter?

The customer already had a call center with Bitrix24 and Asterisk integration, but the client's team lacked the necessary knowledge to work with FreePBX. As a result, the company was only using the standard Bitrix24 telephony integration with SIP connector, not fully utilizing the system's potential.

We were tasked with the following:

• Configure FreePBX for seamless integration with Asterisk.

• Implement advanced telephony for the call center.

• Configure telephony integration with Bitrix24 using the Asterisk Integration app.

• Provide training to the client's staff.

Our solution: 

1. Cloud Solution Testing

First, we deployed a fully cloud-based Asterisk solution for test operation in the shortest possible time. The client evaluated the system's convenience and efficiency, after which they decided to purchase their own servers and host them in Mongolia.

2. Transition to FreePBX and Basic Configuration

We migrated data to on-premise FreePBX, ensuring a smooth transition without data loss or interruption of business processes. This stage laid the foundation for further optimization.

3. Enhancing Call Distribution Functionality

Previously, in Asterisk integration, unanswered calls were automatically redirected to the default manager. At the client's request, we implemented a flexible system for changing the person responsible for the call, which allowed us to:

• increase the efficiency of call processing;

• reduce the workload on individual employees;

• improve the quality of customer service.

4. Staff Training

After the technical configuration, we provided comprehensive training to the company’s employees on how to use Bitrix24. The client's team gained the necessary skills to manage the system independently.

5. Migration to the on-premise Bitrix24

In the next step, the client switched to the on-premise version of Bitrix24 and deployed their own server for FreePBX and Asterisk. We supported this process, ensuring a seamless migration of the telephony system and preserving all the settings.

Key benefits of the solution implemented (A call center with Asterisk Integration)

1. Unlimited numbers

• No limitation of SIP trunks — the system scales to any volume of lines without additional licenses or hardware restrictions;

• Real-time call handling by responsible persons — each call is instantly routed to a responsible employee, minimizing customer waiting times.

2. Flexibility of routes (Inbound routes)

• Advanced configuration options — set up routing rules to meet any business requirements;

• Individual time schedules for each line — automatically switch between different work scenarios based on time of day, day of the week, or holidays;

• Powerful virtual PBX features — access advanced call management tools such as queues, IVR, call recording, and analytics.

3. Flexible Outbound routes

• Different prefixes and station configurations in each line — the ability to set unique rules for each line:

• routing through different operators;

• using special codes for international calls;

• restricting access to certain destinations for specific groups of employees.

Calls details

Incoming calls information.

Outgoing calls information

Project results
After implementing the solution, our customer received:

• a fully configured and optimized call center system based on FreePBX and Asterisk;

• advanced call management capabilities;

• trained staff capable of working effectively with the system;

• a scalable infrastructure ready for business growth.

Why is it important for your business?
If your company faces similar challenges, such as the need to:

• integrate FreePBX with Asterisk and Bitrix24;

• optimize your call center's operations;

• switch to the on-premise Bitrix24;

• train your employees to work with the new system.

We are here to help. Our team has extensive expertise in setting up telephony solutions and integrating them with Bitrix24.

Contact us to discuss your project and receive a personalized quote!