To use CallCenter24: log in or register at https://twilio.com/

Top up your wallet balance. Go to «Billing» → «Billing Overview».

Click the «Top Up Balance» button, enter the payment amount, and choose a payment method.

You need to purchase a phone number. Go to the «Phone Numbers» section → «Manage» → «Buy a Number».

Select the country, from which you need to call or send SMS.

Choose a phone number from the list that you like and click «Buy».

Confirm the purchase of the phone number.

Purchased numbers are displayed in the «Phone Numbers» → «Active Numbers» section.

Generate an application key. Go to the «API Keys» section.

Click the «Create API Key» button.

Enter the key name. Leave the region and key type as default: United States – Default and Standard. 

Click «Create».

If the key is created successfully, you will receive a message.

You need to get and save the SID and Secret key, the Twilio account identifier, in a text file. 

An example of the file is shown in the screenshot.

Copy and save the SID and Secret key. 

Important! Be sure to save the data in a text file. 

Confirm that you have saved the key data, and click the «Done» button.

To get the Twilio account identifier, go to your Twilio account, in the «Account Info» section. 

Copy the Twilio account identifier. 

Important! Be sure to save the data in a text file.

Go to the Applications → Market. 

On the page, there are application collections by categories and new market items. 

Find CallCenter24 in the application catalog.

Go to the application and click «Install».

Before installing the application, check all checkboxes and click the «Install» button.

Configure the application. 

Enter your contacts: name, phone number or WhatsApp number, email. 

Click «Next». 

Enter the data from your Twilio account: Twilio account ID, application ID, and Twilio secret key that you saved earlier.

Click «Install».

Continue with setup of parameters for the application. Choose the phone numbers you want to use for making your calls and select the responsible person for these calls.

Click «Save».

Once you've saved the information, go to CRM → Add ons.

Select «Telephony»

Scroll down in the pop up window. Find the «Configure telephony» option. Click on it to find a dropdown menu.

Select «Telephony settings»

Sel ect the CallCenter24 option fr om the dropdown menus in the Default number for outgoing calls and the Forward calls to the backup number from fields.

Click «Save»

You can make calls from a lead. 

Go to «CRM» → «Leads».

Click the «Create» button.

Enter the lead name and the phone number to which the call will be made. 

Click «Save».

To make the call, press the blue telephone icon next to the phone number.

Sel ect the phone number you want to make the call fr om.

Click the green telephone button to make the call.

To define a friendly name to the numbers from the caller list, go to your Twilio account, Develop → # Phone numbers → Manage → Active numbers.

Click on the number.

Go to the Properties tab. Click the pencil icon next to the phone number you want to edit. Type in a friendly name.

Click «Save».

During the call, you can see the number you're calling to, and the one you're calling from.

To add users from your Bitrix24 platform to the call (interal users),

click the first green button and choose from the pop up menu.

To add users from outside of your Bitrix24 platform (external users), like users from leads and contacts,

click the second green button and choose from the pop up menu.

To mute yourself during the call,

click the purple button.

To end de call,

click the red button.

You can transfer a receiving call. To do this, make sure the user you're transfering the call to is connected to CallCenter24.

Go to your CallCenter24 application on the side menu.

Click «add a new assignment» and fill in the required fields.

(Refer to step 3 of "Main Settings of CallCenter24" to fill in the fields).

When receiving the incoming call,

click the blue button with a white arrow to transfer the call and choose a user from the drop down menu.

Go to your Twilio account and look for the "Voice" option on the left side menu. Select the "Settings" option to see the dropdown menu.

Click «General»

Scroll down and look for the "HTTP Basic Authentication for media access" section.

Select «Disabled»

This will allow you to save your call recordings in your Bitrix24 platform.