OIA Telephony24

OIA Telephony24 (3CX, Twilio) makes your business phone system work as native telephony in your CRM. Your team makes and takes calls in the browser, using the standard call details form. They don’t need desk phones, separate softphone apps or a second login. Every call is logged with the right status, duration, employee and client.

Supported phone systems

• 3CX V20: works with your existing PBX, extensions, queues, ring groups and numbers.
  
• Twilio: connect your Twilio account and numbers in about 15 minutes.
  

Built-in browser softphone

• A WebRTC softphone runs quietly in the background of your Bitrix24 account. Calls ring right away and audio starts the moment you answer.
  
• From the call details form you can answer, decline, hang up, mute, hold, use the keypad and transfer (blind or attended) to a colleague or a number.
  
• Click-to-call works from any phone number in the CRM: the client's phone rings immediately.
  
• A call keeps going when you move between pages or reload.
  
• A "My phone" page lets each employee check their microphone, devices and connection.
  

Every call logged exactly once

• Inbound, outbound, missed, abandoned, busy and voicemail calls are each recorded correctly.
  
• Calls that come through queues, ring groups or a voice menu are credited to the employee who actually answered.
  
• Calls are matched to contacts, companies, leads and open deals, whatever format the number is in.
  
• Call recordings are attached to the call in your CRM.
  
• When the phone system makes a transcript, the app carries it into the call too.
  
• The app regularly compares its log with the phone system and fills any gaps, so no call goes missing.
  

CRM automation

• Choose what happens for unknown callers: create a lead from a template, use the CRM's default behaviour, or do nothing.
  
• Repeat leads and repeat deals, with your own rules.
  
• Rules for who becomes the responsible person on answered, missed and unassigned calls.
  
• Missed calls trigger chat notifications and callback tasks.
  

Call flow managed from one place

• Queues, voice menus (IVR), business hours, holidays and lines are all set up in the app.
  
• Each phone number becomes a telephony line in Bitrix24, so every call shows which number it came in on.
  
• Each employee is linked to their extension or softphone, and reassigning one takes a single click.
  

Reports and monitoring

• Custom report tabs, built from a library of ready-made widgets: call volume, answered vs. missed, time to answer, per-agent and per-queue performance, SLA.
  
• A contact-center view of live queues.
  
• A health overview of the connection, softphones, recordings and syncing, with a plain-language fix for each problem.
  
• A full call log with a step-by-step trace of every call, plus an audit log of every settings change.
  

Security and privacy

• Each customer's data is stored separately.
  
• Credentials are encrypted and never shown again after you save them.
  
• Data is kept for 30 days at most, and a Bitrix24 administrator can delete all of it in one click.
  
• The app only changes your phone-system account after you turn on the matching permission switches.