The Telephony section includes all call activity in Bitrix24. Use access permissions to control who can:
- Make outbound calls
- Listen to call recordings
- Rent phone numbers
- Manage telephony settings
Go to CRM > Sales > Sales channels > Telephony > Connection > Access permissions.
Default roles
Access permissions are based on roles. Bitrix24 includes four default roles:
- Administrator: Can make calls, listen to recordings, view all calls, and manage telephony settings. Cannot refill the balance.
- Chief executive: Can make calls, listen to recordings, and view all calls.
- Head of department: Can make calls, listen to recordings, and view calls from their department.
- Manager: Can work only with their own calls.
Create and edit roles
To create a new role, click Add.
Enter a role name and configure the permissions for that role.
You can also edit existing roles. The settings are the same as when creating a new role.
Call statistics. Choose which calls employees can view:
- Only their own calls
- Calls from their department
- Any calls
- No access
Call recording: Listen. Choose which recordings employees can listen to:
- Their own recordings
- Recordings from their department
- Any recordings
- No access
Call recording: Update. Choose which recordings employees can delete:
- Their own recordings
- Recordings from their department
- Any recordings
- No access
How to delete call recordings
Outbound call. Choose who employees can call:
- CRM customers only
- Customers and coworkers
- Any numbers
- Nobody
User settings. Users with access to telephony settings can connect phones and change outbound numbers.
Available access levels:
- Full access
- Department settings
- Own settings only
- Access denied
Telephony settings. Allow or deny access to general telephony settings, a blacklist, access permission configuring, document upload, user groups, and voice menu.
Manage numbers. Choose whether employees can change connection settings.
Manage balance. Allow or deny access to the telephony balance.
Assign telephony access
Select users who will work with telephony and assign roles to them.
You can assign roles to:
Users: One or more employees.
Departments: All employees in a department.
User groups: Available only in Bitrix24 On-Premise. Configure the group and select it in the telephony settings.
Social network groups: All members of a workgroup or project
Do not confuse User Groups with Social Network Groups.
User groups are available only in Bitrix24 On-Premise. They divide users into groups with different access levels.
Social network groups are workgroups or projects created for team collaboration.
After selecting users or groups, assign a role and save the changes.
If a user has multiple roles, Bitrix24 applies the highest access level from those roles.
In brief
- Use telephony access permissions to control who can make calls, listen to recordings, rent numbers, and manage telephony settings.
- Use a default role, edit an existing role, or create a new one.
- Assign roles to users, departments, or groups.
