Personal Manager Settings Overview in Bitrix24

When the integration is enabled, the “Forward to Personal Manager from CRM” operation becomes available in the telephony scenario settings.

Functionality of the Operation:

This operation allows calls to be forwarded to the personal manager or responsible agent of a contact, company, or lead specified in the Bitrix24 settings.

Priority for Processing the Personal Manager:

1. Contact
2. Company
3. Lead

Important: Forwarding occurs only to the personal manager of one entity (contact, company, or lead) based on the specified priority.

Wait Time Settings

When configuring this operation, you can set the “Wait Time” parameter. This defines the time during which the system waits for Bitrix24 to respond to the API request for personal manager information.

Scenarios for Missing or Delayed Responses:

• If Bitrix24 does not respond within the specified time, returns an empty response, or a technical error occurs, the call transitions to the “Linked Operation”.
• The call details will include information about the response from Bitrix24.

Data Storage for Personal Managers

Information about the personal manager is stored in the CallGear telephony system for 6 hours after it is received.

• If the personal manager in Bitrix24 settings changes within this period, the changes will not be reflected in call forwarding.

Disabling the Integration

If the integration is disabled:

• The operation will remain in the scenario, but calls will always be routed through “Forwarding Failed”.