Bitrix24: identify callers in Webex
CRM · all sectors · international
If someone calls whose number is in Bitrix24, the Webex sidebar gives their name – before you pick up. The lookup happens in your own Bitrix24, at the moment of the call. One click opens the record in Bitrix24.
- The phone rings Incoming call
- Webex reports the number
- Haus iT Caller ID standardises it
- Your Bitrix24 looks it up Your customer data stays here
- The sidebar names the caller
What the Bitrix24 connector delivers
- Finds by phone number – yes When the phone rings, the caller's number is looked up in this system. That is the basic service; without it there would be no connector.
- Finds by name – no You can also type a name into the Webex tile's search bar. Without this capability the connector only answers the question “who is calling”.
- States the company – no The company the caller works for is added to their name – provided it is maintained in the system.
- States the customer number – no The customer number from the system appears alongside. Anyone who can see it before picking up does not have to ask for it.
- Links into the record – yes A click in the tile opens the record in the system itself – no searching, no signing in.
These details are not maintained by hand; they are read from the same description the query itself runs on. They therefore cannot go stale without the connector changing with them.
How the query works
When the phone rings, Webex reports the number to the portal. The portal queries your Bitrix24 with it – using the credentials your company has stored for that purpose – and returns what it found. There is no nightly sync and no copy of your customer base with us.
The result is cached so the same number is not queried on every call: hits for 14 days, unsuccessful queries for 24 hours.
What you need in Bitrix24
- Ihre Bitrix24-Adresse
- Benutzernummer
- Webhook-Schlüssel secret
The portal walks you through where to find these details in your system step by step during setup.
The connector is set up once for the whole company. Which employee may then use the Webex tile is decided by management or the IT lead in the portal – the tile is billed per user, which is why set up does not mean released.
Limits of this connector
- Bitrix24 does not provide a customer number over this interface. The line then stays empty – it is not guessed.
- The tile's search bar finds records in Bitrix24 only by phone number, not by name.
- A contact system knows customers – not suppliers, not public authorities, not tradespeople. For everything that will never be in there, the portal has its own number book.
When you place the call
You cannot ask Bitrix24 for a name. From the tile you can therefore only dial a number that is already there – as a callback from the call list, for instance.
Every stored number appears on its own, with its label – office, mobile, private. Otherwise someone who called from a mobile gets a callback to the desk they are not sitting at.
Dialling is done by the Webex client. The portal opens no connection – it hands the number to your operating system, which passes it on to Webex.
Dialling from inside Bitrix24 – clicking a phone number in the system itself – is not possible. The connector reads in your system and writes nothing into it; nothing is installed on the workplaces. If you need it the other way round, Haus iT TAPI gets you there.
What it looks like
Questions about Bitrix24 and Webex
How do I see who is calling in Bitrix24?
You do not see it in Bitrix24 but in Webex: Haus iT Caller ID looks the number up in your Bitrix24 while the phone rings and shows the result in the sidebar of the Webex client – before you pick up.
What appears in the tile then?
Always the caller's name. A button opens the record in the system.
What does the Bitrix24 connector need?
These details: Ihre Bitrix24-Adresse, Benutzernummer, Webhook-Schlüssel. The portal shows you where to find them in Bitrix24 during setup.
Is my customer data copied?
No. The question goes straight to your Bitrix24, at the moment of the call. No copy of your customer base is created here, and no call content is processed.
What happens if the caller is not in Bitrix24?
Then they stay unknown for now – a contact system knows customers, not suppliers or public authorities. That is what the portal's own number book is for: once someone is named, they are identified from then on.
What does it cost?
The portal with overview, call list and number book is free, with no limit on workplaces. The Webex tile is billed per user per month.
