Telephony in Bitrix24 for a UAE company
One-click calls from the CRM, every conversation recorded in the client record, and a missed call turns into a task straight away. We connect telephony to Bitrix24 the way the UAE allows it: through a licensed operator and your PBX, with no grey workarounds
What to know about calls in the UAE
- Internet telephony in the UAE is regulated by the TDRA and is legal only through licensed operators. The main telecom operators are du and e& (formerly Etisalat)
- Voice calls over WhatsApp and other messengers are often unavailable in the UAE, so sales still happen by phone while chats run separately on WhatsApp
- Working around restrictions with a VPN or foreign SIP numbers is not an option for business telephony: it breaks the rules, and the sales line can stop working at any moment
Three ways to connect telephony
Your PBX via the SIP connector
A cloud or office PBX with a du or e& line connects to Bitrix24 through the built-in SIP connector. You can call from the browser, the Bitrix24 app or a SIP phone, and recordings land in the CRM
PBX via a Market app
Routing and calls stay on the PBX side, and Bitrix24 receives the events, recordings and records. A fit for call centres: agents call from a softphone or SIP phone rather than the browser
A number rented in Bitrix24
For separate business lines and foreign markets: the number is rented directly in Bitrix24, sometimes with document verification. We check which countries' numbers are available before connecting
What the sales team gets
A call from the record
A manager calls in one click from the deal or contact, and the call goes into the client timeline with the recording and duration
Inbound to the right person
A client already in the CRM reaches their own manager. A new number creates a lead and the call is distributed by queue or business line
Missed calls are not lost
A missed call becomes a task with a deadline right away, and management sees who called back and when
UAE working hours
The voice menu and forwarding know the UAE weekend (Saturday and Sunday) and public holidays, and after-hours calls become tasks for the morning
Recordings someone actually listens to
Call recordings usually pile up and nobody listens to them. We add Vector: it analyses 100% of conversations by sales stage, shows where a manager loses the client and gives recommendations for each employee. Clients are told about the recording in the greeting
How the connection goes
Review
We look at the numbers and PBX you already have and who calls whom
Setup
We choose the connection method and set up queues, the menu and working hours
CRM
We link calls to leads and deals and add tasks for missed calls
Launch
We check call quality, train the team and stay on support