Client: RosDorBank
Client info
RosDorBank is one of the first commercial banks in Russia (the company was founded in 1991). The bank provides financial services to organizations from various branches such as road industry, farming, transporting, industrial and housing construction, building materials, trade as well as to military-industrial complex units. It also offers special service programs to private individuals.
Key features
Drive
Workflows
Telephony
Implemented services
Details
RosDorBank's representatives came to us with the task to integrate the Avaya PBX they were currently using with Bitrix24. Being a large company with a large number of employees, the client was looking for a systematic solution that would allow establishing a connection between the sales department and CRM.
The first thing that comes to mind is the native integration of Avaya and Bitrix24. However, implementing the integration from scratch is a long and expensive process that might turn out to be not worth the effort. To save resources for both parties, we suggested proceeding based on the already existing solution for Asterisk and Bitrix24 integration.
How it works
The interaction between Avaya and Asterisk is established as follows: Avaya communicates with Asterisk, while Asterisk in its turn communicates with Bitrix24. All employees keep working with Avaya.
Initially, the call comes to Avaya, then it gets forwarded to Asterisk. Asterisk registers it in Bitrix24 and sends it to a queue that consists of operators who use Avaya. Then the call returns to the appropriate operator in Avaya.
Thus, we connect Bitrix24 and Avaya through our module on FreePBX (due to customer's requirements, we built on the Enterprise version of the module). It is a simple, working solution, that is easy to implement and maintain.
This approach has both pros and cons. No doubt, it's harder to support two systems than just one of them. This fact reduces the fault tolerance level of the whole system. At the same time, if one of the systems fails, the other will remain working. If Avaya fails, the client can always work with Asterisk. If Asterisk fails, one can simply turn off the integration and reconfigure the routes to the Avaya internal line.
The solution is even more valuable because of its scalability: we can integrate any PBX of your choice with Bitrix24 following the same method.
In addition to integrating Avaya with Bitrix24 via Asterisk, we checked the Bitrix24 system and fixed some errors. Also, we customized Bitrix24 by adding a new workflow unit for files downloading from the local network to Bitrix24 Drive.