Business sector
Cross functional solution
Business goal
Integration of hosted PBX and Bitrix24
Problem
The user of virtual PBX has no integration between the telephony and CRM.
Tags: data on calls gets lost, telephony, CRM, contact center, virtual PBX
Solution
At the preparation stage, together with the client, determine a set of scenarios that are to be implemented. Based on the set of scenarios, design a technical solution and an app prototype that will help the client to manage the integration. Them implement the middleware layer that interacts with Bitrix24 as RestAPI.
Architecture
The solution consists of two blocks:
1. The integration module. We develop an integration module that provides connection between the hosted PBX and Bitrix24. The module works as follows:
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when a hosted PBX receives a call, Bitrix24 opens a card;
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calls made from the portal via Click-to-Call send requests to the hosted PBX, and the PBX dials the client's number;
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the information about the calls gets registered in Bitrix24.
The integration module is installed on the customer's server.
2. Application for Bitrix24 allows managing some basic settings of the hosted PBX and Bitrix24 integration. For instance, you can configure mapping of the internal numbers tied to the hosted PBX with the numbers from Bitrix24; set a default user that will be responsible for all new leads registered with the hosted PBX numbers; configure multiple incoming lines, etc.
The final solution is published as an app in the Bitrix24 Marketplace, where anyone can install it from.