IP PBX Zeon. Setting integration Bitrix24
Last week we talked about our PBX. We mentioned that we have integration with various CRMs. Today I want to tell you about CRM Bitrix24 - how to connect it and how it works.
We are a telecom operator, integrator and developer. Our arsenal includes such services as: Virtual Hive PBX, Zeon IP-PBX box, IP-SIM card (FMC service), numbers throughout Russia.
Friends, we live in a wonderful time when services begin to actively interact with each other, forming a single digital environment. But we are in the beginning. I am convinced that in 5 years there will not be a single service that will not have an API.
')
Bitrix24 is a ready and convenient service for the organization of the company. Who does not know Bitrix - everyone knows bitrix! These guys have done a great job. Created a terrific product. And what is important for us - they made an excellent API. (API Bitrix24 large, I will mention it in the context of telephony and CRM).
So, what opportunities open before us:
A new client calls to your company, the call enters the queue (the very Asterisk line that everyone loves, with different strategies and pauses). At this point, Asterisk generates an event (and the phone core of the IP-PBX Zeon is Asterisk), which catches the handler, adds the missing information and sends it to B24 (short for Bitrix24). A new call is registered in B24 and returns a unique identifier. All subsequent events are accompanied by this identifier.
It looks like this: the call was received by the operator - the card surfaced. And it does not depend on whether a call is made to one operator or to several at once - everyone will have a card.
I must say, there was one difficulty. Show a card is only half the battle. If the call goes further, the card must be hidden. And here the dog rummaged. In B24, there is no method that allows everyone to hide the card and we had to file a crutch (I hope colleagues from B24 will pay attention to this and correct this defect).
When you call on click, everything is simple, B24 sends a request to the script on the side of Zeon, who verifies the authenticity of the sender (checks the key) and generates a call. The handset is ringing, the operator picks it up - a connection with the client takes place. In this case, the card pops up, as with an incoming call.
It is enough to create one outgoing and one incoming webhost . Enable IP PBX integration. There is no need to do anything else - the card pops up, leads are created.
Webhook is a call to the external system at the time of the occurrence of an event, using the http protocol.
When adding an incoming webhuk, you will need to set permissions that define the integration capabilities. It is necessary to give the name of the hook. If you have only one hook, leave the default name.
After saving the hook, important information will appear:
1. You will need a secret key and link to the portal.
They will need to be driven into the IP-PBX, section Integration with Bitrix24.
2. You will need a key for the “Ring on Click”, it is taken from the outgoing hook. When creating it, you need to determine the event that triggers it. Select "Initiation of a call through the application."
There is another little nuance. In order for the hooks to go when you click it to your PBX, you need to set one more item in the B24 settings. Go to the telephony settings:
And select "Application" in the "Outgoing Call Number" list.
3. The address of the script on the server is determined as follows: {address of your PBX} {working folder} /integration/bitrix24.php, where “address of your PBX” - can be an ip-address or a domain, the working folder is usually zeon (all this information will be you provided at server allocation);
4. After saving, the key for outgoing hooks will appear (for calls on click).
It should be noted that Zeon can be rented in the "Private Cloud", at the prices of cloud service or in the form of "Boxes". Zeon works with Bitrix24 both with the “Cloud” and the “Boxed version of Bitrix24”.
We are a telecom operator, integrator and developer. Our arsenal includes such services as: Virtual Hive PBX, Zeon IP-PBX box, IP-SIM card (FMC service), numbers throughout Russia.
Friends, we live in a wonderful time when services begin to actively interact with each other, forming a single digital environment. But we are in the beginning. I am convinced that in 5 years there will not be a single service that will not have an API.
')
Bitrix24 is a ready and convenient service for the organization of the company. Who does not know Bitrix - everyone knows bitrix! These guys have done a great job. Created a terrific product. And what is important for us - they made an excellent API. (API Bitrix24 large, I will mention it in the context of telephony and CRM).
So, what opportunities open before us:
- Client card (for incoming and outgoing calls, and even when transferring a call)
- Auto create Lida
- Click-to-call (also called click2call)
- Attaching a call to the Lead (in the bitrix they say attachment to the Object, since this can be not only the Lead)
- Attaching a recording of a conversation and listening in the interface Bitrix24
- Call the person in charge
How it works?
A new client calls to your company, the call enters the queue (the very Asterisk line that everyone loves, with different strategies and pauses). At this point, Asterisk generates an event (and the phone core of the IP-PBX Zeon is Asterisk), which catches the handler, adds the missing information and sends it to B24 (short for Bitrix24). A new call is registered in B24 and returns a unique identifier. All subsequent events are accompanied by this identifier.
It looks like this: the call was received by the operator - the card surfaced. And it does not depend on whether a call is made to one operator or to several at once - everyone will have a card.
I must say, there was one difficulty. Show a card is only half the battle. If the call goes further, the card must be hidden. And here the dog rummaged. In B24, there is no method that allows everyone to hide the card and we had to file a crutch (I hope colleagues from B24 will pay attention to this and correct this defect).
When you call on click, everything is simple, B24 sends a request to the script on the side of Zeon, who verifies the authenticity of the sender (checks the key) and generates a call. The handset is ringing, the operator picks it up - a connection with the client takes place. In this case, the card pops up, as with an incoming call.
How to set it up?
It is enough to create one outgoing and one incoming webhost . Enable IP PBX integration. There is no need to do anything else - the card pops up, leads are created.
Adding Web Bugs
Webhook is a call to the external system at the time of the occurrence of an event, using the http protocol.
When adding an incoming webhuk, you will need to set permissions that define the integration capabilities. It is necessary to give the name of the hook. If you have only one hook, leave the default name.
After saving the hook, important information will appear:
1. You will need a secret key and link to the portal.
They will need to be driven into the IP-PBX, section Integration with Bitrix24.
2. You will need a key for the “Ring on Click”, it is taken from the outgoing hook. When creating it, you need to determine the event that triggers it. Select "Initiation of a call through the application."
There is another little nuance. In order for the hooks to go when you click it to your PBX, you need to set one more item in the B24 settings. Go to the telephony settings:
And select "Application" in the "Outgoing Call Number" list.
3. The address of the script on the server is determined as follows: {address of your PBX} {working folder} /integration/bitrix24.php, where “address of your PBX” - can be an ip-address or a domain, the working folder is usually zeon (all this information will be you provided at server allocation);
4. After saving, the key for outgoing hooks will appear (for calls on click).
Total
- You can send a call to any queue, with any strategy (“All at the same time”, “The earliest”, “Random”) and the card will pop up as the participants are called, unlike other PBXs, where the choice of strategy is limited (this restriction is due to by the fact that the queue in the asterisk is a black box and it is difficult to make a webhost out of it);
- The call can arrive in one queue, stay there for some time, and if no one there accepts it, exit it and go to another queue or move on to the voice menu;
- "Right" strategy "The earliest" - the call goes to the operator who has not talked the longest. And if he misses, the call will go on to the next operator. Why we focus on this - in a normal asterisk this function works like this: there is a participant who has not spoken for the longest, if he misses the call, the call goes back to him and so on ad infinitum. This usually leads to a denial of service for the entire KC, if one of the participants in the queue forgot to put himself on pause or, without logging out, went to lunch;
- The recording is converted to mp3 and attached to the call in B24;
- If a call comes from an unknown number, a Lead will be created.
It should be noted that Zeon can be rented in the "Private Cloud", at the prices of cloud service or in the form of "Boxes". Zeon works with Bitrix24 both with the “Cloud” and the “Boxed version of Bitrix24”.
Source: https://habr.com/ru/post/345042/
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