Set up Call Popup

Once Cloud Voice is connected to Bitrix24, the CRM (Customer Relationship Management) record for an incoming caller opens automatically in a new browser tab whenever an extension user takes a call from a known contact. This screen-pop saves the user from searching for the contact by hand. You can change that behavior per extension: tie the popup to a specific point in the call, or leave it up to the user to open the record on demand.

Before you begin

Make sure you have already integrated Cloud Voice with Bitrix24 CRM.

Configure the popup for an extension

1. Sign in to the Cloud Voice management portal and go to Extension and Trunk > Extension.

2. Locate the extension that belongs to the CRM user and click the edit icon next to it.

3. Open the Cloud Voice App tab, find the client you want to configure, and select Open Contact URL Using System-Integrated CRM.

   Note

   The Cloud Voice App tab lists each app the extension can sign in to (web, desktop, and mobile). Set the popup on the client (or clients) the user actually works from. The Open Contact URL Using System-Integrated CRM checkbox is what turns the popup on: if it stays clear, no record opens for that client.

4. Under Popup Method, choose how the contact record should open.

   • To have the record open on its own, select Automatically (Only for Incoming Calls), then pick the moment it appears from the Trigger Event list:

     

     • Ringing: the record opens as soon as the inbound call from a CRM contact starts ringing.
     • Answered: the record opens when the user answers the call.
     • Call End: the record opens after the call with the contact finishes.

     Tip

     Ringing works best for most agents: the caller’s record is already on screen before they pick up, so they can greet the contact by name.

   • To let the user decide when to open the record, select Manually.

5. Click Save.

What the user sees

• With automatic popup enabled, a new browser tab opens at the configured trigger event and shows the caller’s Bitrix24 record.

  

• With manual popup enabled, the user opens the record themselves by clicking the CRM label on the call window while connected to the contact.

  

Note

Browsers may block the popup tab. If that happens, the user clicks the blocked-content icon in the address bar, allows pop-ups and redirects for the site, and then clicks Done.