Connection

By default, the call widget for Bitrix24 is disabled. To enable it, please contact your account manager.

Features of the Bitrix24 Widget

• Receive, make, and manage calls directly in Bitrix24 — employees only need Bitrix24 and a headset;
• Additional call information: virtual number, telephony scenario, and call duration for outbound calls;
• Call transfer to colleagues (transfer);
• Status management;
• Manual selection of the Caller ID (CLI) for outbound calls;
• Functionality across multiple tabs;
• Sound notifications for incoming calls, even in adjacent browser tabs.

Setting Up the Widget for an Employee

1. The CallGear integration with Bitrix24 must be enabled in your CallGear account, and SIP lines must be configured for the employee.
2. In the integration settings, go to the “Telephony” tab and enable the checkbox “Handle calls in Bitrix24”.
3. If the checkbox is already enabled, disable it, save the changes, then enable it again and save.
4. To verify that the widget is successfully connected, log in to Bitrix24, and select “Employee Name → Extensions → CallGear Widget Settings”.
5. The employee must go to “Profile → Extensions → CallGear Widget Settings”, switch the “Manage calls through” field to “Widget”, and save the settings.

Supported Devices

The widget works in Yandex, Chrome, Opera, and Safari browsers.

Note: In Safari, the widget supports only one tab.

Using the Widget

Incoming Call

When an incoming call is received, the employee sees a card with the following information:

• The contact’s name with a link to their card;
• Open tasks with links to their cards;
• Deals with links to their cards;
• Call details such as the virtual number and telephony scenario;
• Buttons to “Answer” or “Skip” the call.

Managing the Call

During a call, the employee can manage it directly from the Call Card in Bitrix24.

• Minimizing the Call Card:
  If the Call Card blocks necessary fields in Bitrix24, it can be minimized. The call will not drop, and the card can be reopened anytime.
• Call Transfer:

  Calls can be transferred to another employee in two ways:

  1. Using the “Transfer” button in the Call Management Card: select an employee from the list or search by name.
  2. Using the # button on the dial pad: press # and enter the internal group number or external number.

Do Not Disturb

If an employee is unavailable to take calls due to other tasks or a break, they can:

• Close the computer running Bitrix24. If another device is set up to receive calls, such as a mobile phone, the call will be redirected.
• Set their status in the widget to stop receiving calls, ensuring clients don’t stay on hold.

Options for Setting Employee Status:

1. Native Bitrix24 Status (imported statuses)
2. Status via widget settings

Important: Avoid using both options simultaneously, as it may cause unpredictable status changes.

Choosing a Native Bitrix24 Status

Statuses and time tracking are available only on the maximum Bitrix24 plan.

To change a status:

1. Click on the current status.
2. Select one of the following options:
   • “Break” — updates the status in both the CallGear account and widget, starting a break timer;
   • “End Workday” — changes the status to “Not at work”;
   • “Continue Workday” — updates the status to “Available”, resuming the workday timer.

Note: Status synchronization occurs every 60 seconds. If “Do Not Disturb” is set less than 60 seconds ago, a call may still come through.

If using status changes via a softphone, it is recommended to disable the “Automatic Status Changes” option.

Choosing a Status via Widget Settings

To manually change the status:

• Go to “Employee Name → Extensions → CallGear Widget Settings”.
• Select the desired status in the “Status” field.

Internal Calls

Employees can make internal calls directly through Open Lines in Bitrix24.

When an internal call is received, the employee sees a call card and can answer it.

Note: Internal calls are not displayed in Bitrix24 call analytics but can be found in “Request List → Calls” in the CallGear account.

Outgoing Call

Employees can make an outgoing call in three ways:

1. From the Contact/Deal/Lead card.
2. From Open Lines.
3. Using the dial pad.

During an outgoing call, the employee sees the call duration to decide whether to wait for the client’s answer.

Selecting a Number for Outgoing Calls

Employees can manually select the Caller ID (CLI) for outgoing calls to improve response rates.

To enable this:

1. In Bitrix24, go to “Profile → Extensions → CallGear Widget Settings” and select the desired CLI.
2. In the CallGear account, go to “User Management” and enable the “Allow actions with CLI” option for the employee.

Multitab Functionality

The widget supports working across multiple browser tabs, except in Safari.

Sound Notifications for Incoming Calls

• If Bitrix24 is open but the employee is working in another tab, they will hear a notification, and the Bitrix24 tab will display a sound icon.
• If the browser is minimized but Bitrix24 is open, the notification will still play.
• If Bitrix24 is closed, no notification will occur.

To enable sound notifications, the Bitrix24 tab must be active. Before duplicating tabs, click any element in the primary tab to activate notifications.

Switching to Another Device

If the widget is inconvenient for the employee, they can switch to another device:

1. Go to “Profile → Extensions → CallGear Widget Settings” and select “Softphone or IP Phone” in the “Manage calls through” field.

Widget Features and Limitations

1. Do not close the browser tab responsible for voice transmission (marked with a red circle or speaker icon), as it will disconnect the call.
2. Other tabs can be freely switched or closed.
3. The widget supports only one line. A second line cannot receive calls simultaneously.
4. The widget is based on WebRTC technology, which can be sensitive to internet settings and computer parameters. If issues arise, switch to a softphone.

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