Call Distribution Based on Bitrix24 Data

What It Is and Why You Need It

The “Distribution Based on CRM Data” operation allows you to automatically distribute incoming calls according to the data stored in Bitrix24.

This offers two main advantages:

Time-saving for employees. They don’t need to determine who the client is or decide where to forward the call.
Improved customer satisfaction. Clients quickly get connected to the right specialist without waiting in line.

With Bitrix24 integration, you can automatically connect callers to their assigned manager. Additionally, you can configure more advanced call distribution rules to connect the caller to a specific employee based on data from Leads, Contacts, Companies, or Deals.

The setup is flexible enough to distribute calls based on sales funnel stages or even specific deal stages. For example:

If the deal is in the “Sales” funnel, the call is directed to the Sales Department.
If the deal is at the “Contract Negotiation” stage, the call is forwarded to the Legal Department.

How to Configure

In the CallGear personal account, go to the “Scenarios” menu, click “Add”, and select “Distribution Based on CRM Data” as the first operation.
Set the call distribution conditions: choose the relevant data from Bitrix24 and define the operations for handling calls based on each condition.
Configure the “Others” option for calls from subscribers that do not match any specified conditions.

Examples of Fields for Distribution:

Sales Funnel: The funnel in which the deal associated with the caller’s number is located.
Sales Funnel Stage: The specific stage in the funnel where the deal is currently situated.

Available Conditions for Fields:

Exactly Matches: The data in CRM must exactly match the data specified in the scenario.
Does Not Equal.
Contains: All data in the scenario must be present in CRM.
Does Not Contain.
Empty: The parameter in CRM is not filled in.
Not Empty: The parameter in CRM is filled in.

Important

When adding a new field or value (funnel, stage, etc.), the data in CallGear may load with a delay. It will appear as soon as Bitrix24 sends the updated data.
If the integration is disabled or a field/funnel/stage is deleted from CRM:
- The condition will disappear from the scenario.
- A warning will appear, prompting you to fill in the missing fields.
- The operation will remain in the scenario but will no longer function.