Business sector
Cross functional solution
Business goal
To keep record of all calls, monitor processing of missed calls, and fill in data in CRM
Problem
There is no connection between Cisco PBX and Bitrix24 CRM
Tags: no structuring, data on calls gets lost, telephony, CRM, contact center, virtual PBX
Solution
The solution is based on the interaction among the UCCX contact-center server, Cisco Finesse (desktop application for agents), and Bitrix24 via REST API. The integration is implemented directly. It means that during the work process, Bitrix24 receives commands directly from UCCX.
Having gotten to UCCX, the call follows the integration script. As a result, the information about the call goes to Bitrix24, and the call itself goes to the right agent. Upon receipt of the call, the operator sees an automatically opened card in Bitrix24.
The integration does not require any changes at workplaces: the telephony remains on the side of Cisco, and agents keep on working as they used to.
Cisco and Bitrix24 integration scheme
Integration implies the following scenarios:
-
all the calls coming to the sales department number that is tied to the Cisco contact-center get transferred to the responsible agent, to the general queue, or the voicemail;
-
when an agent gets a call, he sees either a client's card opened in his browser (if the client is registered in CRM), or a sales script (if it is a new client);
-
an agent can make calls by clicking on the phone number in the client's card or by dialing the number himself;
-
all missed or failed calls are registered in a special report in CRM that the agents work with later;
-
the manager can monitor the stats of the contact-center in Bitrix24 - he can see reports on inbound, outbound, and missed calls.