In a hypothetical sales team, three people each hope a colleague will answer the ringing phone. The customer gets a concert; the sale goes into the interval.
Start designing a call queue by asking what happens if the first employee does not answer.
Choose how calls are distributed
Bitrix24 telephony groups support sequential, simultaneous and even distribution. These options are described in the official guide, updated on 14 October 2026.
Choose a mode that fits the work. If employees have different specialisms, identify the appropriate department first. If they handle similar enquiries, discuss workload distribution. Test simultaneous ringing in practice: a noisy office does not prove customers get faster answers.
Write down the route: first recipient, waiting time and next step. Separately agree what happens in the evening, at weekends and when nobody is available. Specific capabilities depend on your telephony connection.
Rehearse the customer journey
Before launching advertising, make test calls from an external number:
- one salesperson is available;
- the first recipient is busy;
- employees do not answer;
- the call arrives outside working hours.
Define the expected outcome beforehand for each example. Then check the actual route, audible greeting and information in CRM. If a callback is needed, assign an owner and a clear handling procedure.
Test the devices the team actually uses: browser, app or desk phone. Success on the administrator’s computer does not validate every workstation.
Prepare for configuration
Gather the team’s schedule, recipient list and current number setup. For Kazakhstan and Kyrgyzstan, check number availability, destinations and costs directly with the operator. There is no universal promise here to connect any number.
Discuss the setup with QQDev through a Bitrix24 audit. Bring the journey of one successful call and one lost call. That makes the telephony discussion more concrete than choosing hold music.