Telephony: Overview of Methods

Bitrix24 telephony helps manage calls within the CRM: making and receiving calls, maintaining call history, linking calls to client records, and saving recordings.

The REST API supports two scenarios for working with telephony:

• Integration of external telephony — the application registers the line, reports the call, manages the record, and ends the call.
• Management of built-in telephony and SIP connector — the application works with SIP connections, outgoing lines, users, and call events.

Quick navigation: all methods and events

User documentation: How to start calling from Bitrix24: choosing a telephony connection method

How to Choose a SectionHow to Choose a Section

If you need	Open the section
Integrate external telephony via REST	External Telephony Methods
Manage SIP connections, lines, and SIP settings for employees	SIP and Built-in Telephony
Subscribe to external telephony events	Events

Connection with Other ObjectsConnection with Other Objects

User. The identifier USER_ID links the call and SIP settings to the employee. You can obtain USER_ID using the user.get method. Pass USER_ID to telephony.externalCall.show and methods in the User Management section.

Call. The identifier CALL_ID is created in telephony.externalCall.register and is used in telephony.externalCall.show, telephony.externalCall.hide, telephony.externalCall.finish, telephony.externalCall.attachRecord, and telephony.call.attachTranscription.

CRM. The method telephony.externalCall.searchCrmEntities searches for CRM entities by phone number to link the call to the client record.

Line and SIP Connection. For built-in telephony scenarios, LINE_ID and CONFIG_ID are used. You can obtain LINE_ID using the voximplant.line.get method, and CONFIG_ID using the voximplant.sip.add and voximplant.sip.get methods. For complete context, refer to the sections Managing Lines and Managing SIP Connections.

How to Start Working with External TelephonyHow to Start Working with External Telephony

1. Register a line using the telephony.externalLine.add method.
2. When starting a call, invoke telephony.externalCall.register.
3. If necessary, open the call record via telephony.externalCall.show.
4. After the call ends, invoke telephony.externalCall.finish and pass the recording via telephony.externalCall.attachRecord.
5. Subscribe to OnExternalCallStart and OnExternalCallBackStart if you need to handle call initiation from the CRM interface.

How to Start Working with Built-in Telephony and SIP ConnectorHow to Start Working with Built-in Telephony and SIP Connector

1. Create a SIP connection using the voximplant.sip.add method.
2. Check the connection using the voximplant.sip.get and voximplant.sip.status methods.
3. Obtain a list of available lines using the voximplant.line.get method.
4. Set the default outgoing line using voximplant.line.outgoing.set or voximplant.line.outgoing.sip.set.
5. For employees, obtain SIP settings using the voximplant.user.get method and, if necessary, activate the SIP device using voximplant.user.activatePhone.
6. Subscribe to events OnVoximplantCallInit, OnVoximplantCallStart, OnVoximplantCallEnd if you need to handle the call lifecycle.

WidgetsWidgets

You can embed an application into the call record and display the operator interface right during the conversation.

• Tab in the call record CALL_CARD
• JS interface for the call record

Limitations and ChecksLimitations and Checks

• The methods telephony.externalCall.register and telephony.externalCall.finish work only in the context of an application.
• In telephony.externalCall.register, pass a unique EXTERNAL_CALL_ID for each physical call to avoid receiving an existing CALL_ID when re-registering within 30 minutes.
• Call telephony.externalCall.attachRecord after telephony.externalCall.finish when the recording is ready.
• Call telephony.call.attachTranscription for a completed call.
• After voximplant.line.outgoing.set, check the actual line using voximplant.line.outgoing.get.

Overview of Methods and EventsOverview of Methods and Events

Scope: telephony

Who can execute the method: depending on the method

External TelephonyExternal Telephony

SIP and Built-in TelephonySIP and Built-in Telephony

Managing SIP ConnectionsManaging SIP Connections

Method	Description
voximplant.sip.add	Creates a SIP connection linked to the application
voximplant.sip.update	Updates an existing SIP connection
voximplant.sip.get	Returns a list of SIP connections created by the application
voximplant.sip.status	Returns the status of SIP registration for the cloud PBX
voximplant.sip.delete	Deletes an existing SIP connection
voximplant.sip.connector.status	Returns the current status of the SIP connector

Managing LinesManaging Lines

Method	Description
voximplant.line.get	Returns a list of available outgoing lines
voximplant.line.outgoing.get	Returns the identifier of the current default outgoing line
voximplant.line.outgoing.set	Sets the default outgoing line
voximplant.line.outgoing.sip.set	Sets the default outgoing SIP line

Managing UsersManaging Users

Method	Description
voximplant.user.get	Returns user settings
voximplant.user.activatePhone	Sets the employee's SIP device presence flag