Integration with CallGear Softphone

What It Is and Why You Need It

The CallGear Softphone is an efficient tool for handling calls in Bitrix24, offering advanced features:

• Displaying contact names and active deals during incoming calls;
• Outbound calls via click-to-dial in Bitrix24;
• Call history with contact names;
• Employee status management (availability for calls) synchronized with working time status in Bitrix24;
• Synchronization with the employee database in the CallGear personal account;
• Visualized call transfers;
• Support for a second line;
• Manual selection of numbers for outgoing calls;
• Automatic status updates when logging in and out of the application.

The softphone is available in both desktop and web versions.

Full functionality and detailed user instructions are provided in the main section.

Displaying Bitrix24 Data in the CallGear Softphone

During a call, the system searches for the contact in the database. If the contact is found, their name and phone number are displayed in the softphone.

• If the contact is not found in the CallGear address book, an “Open in CRM” button appears, allowing you to open Bitrix24 in a new window with one click. This enhances call processing efficiency.
• Once the contact is identified in Bitrix24, the system queries active deals by the contact ID, displaying them alongside lead information.
• If there is a large amount of data, it can be collapsed using the arrow on the right of the header.

For outbound campaigns, the campaign name is displayed in the softphone during calls.

Synchronizing Employee Status Between Bitrix24 and CallGear Softphone

To monitor employee activity in Bitrix24, working time statuses are useful. Calls can be received or made only when the employee has activated “Start Workday” in Bitrix24.

To prevent conflicts between statuses in the softphone and Bitrix24, synchronization can be enabled:

1. In the CallGear personal account, go to Administrator → Account → Integrations.
2. Open the settings and activate “Import Working Day Status”.

If the button is inactive, it means your Bitrix24 plan does not support working time statuses.

Important:

• When status import is enabled, employees cannot manually change their status in the softphone because it will be updated every minute to match Bitrix24.
• Automatic status updates in the softphone are unnecessary when importing statuses from Bitrix24 is active.

If the Bitrix24 plan changes or working time tracking is disabled, status import in CallGear will automatically stop after updating the integration settings.

Auto Answer for Outbound Calls via Click-to-Dial

In Bitrix24, when making an outbound call via click-to-dial, the call first rings on the employee’s device, requiring them to accept it before connecting to the client.

The auto-answer feature simplifies this process: the call is automatically accepted, and the employee immediately hears the dial tone, indicating that the call to the client has started.

How to Enable Auto Answer:

1. In the CallGear personal account, go to Employees → Employee Card → Service Usage.
2. Activate the “Click-to-Call” option.

For outbound campaigns, you can enable auto-answer by checking the box for “Other Outbound Calls”.