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A buyer calls your office number at 1:15 on a Thursday. The agent who handled their last viewing is on another call, the receptionist is at lunch, and the phone rings out. The buyer tries a second agency, and nobody on your team knows the call happened.

Phone calls are still a valuable enquiry channel for UAE brokerages, and often the least organised. Bitrix24 telephony for real estate can fix that, but only if the routing rules match how your team actually works. This playbook walks through six everyday call scenarios and the Bitrix24 settings that handle each one.

Before you start: three decisions to make on paper

Bitrix24 telephony works with a rented Bitrix24 number or with your own SIP PBX connected to Bitrix24. Either way, settings are configured per number, under CRM > Sales > Sales channels > Telephony and then Configure numbers. By default, only administrators can change them.

Agree these three points with your sales manager first:

Who answers new callers? A sales queue, a leasing queue, or one shared team.
What happens when a known client calls? Usually, the call should reach the agent who already owns that client.
What are your phone hours? Including weekends and public holidays.

Also check your CRM mode. According to the Bitrix24 Helpdesk, in Classic CRM a call from a new number creates a lead, while in Simple CRM the lead is converted into a deal (and, if you choose, a contact or company) automatically. If you are unsure which mode suits your brokerage, our guide to Classic vs Simple CRM in Bitrix24 explains the trade-offs.

Scenario 1: a new buyer calls the main number

What should happen: the call reaches an available agent quickly, and a CRM record is created without anyone typing.

Bitrix24 settings:

In the number's CRM integration tab, under "If the number is not found in CRM", choose Automatically create a new lead. The alternative is to let agents create a record from the call window.
Set a source for these records. If you use several numbers, for example one printed on boards and one on your website, you can give each number its own source.
Create a queue group for the team that should answer new callers, and select it in the number's Inbound call routing tab.

Queue groups can distribute calls exactly as enqueued, evenly, or to everybody at once. With the even option, Bitrix24 sends the call first to the employee who has had the longest break from calls. You also choose how many rings happen before the call moves to the next person.

Scenario 2: an existing client calls back

What should happen: the call goes to the agent who owns the client, not to whoever is next in the queue.

Bitrix24 settings: in Inbound call routing, enable the option to send the call to the responsible person specified in CRM when the contact is identified. Pair it with forwarding rules for when that agent does not answer.

The Bitrix24 telephony FAQ notes that if a client already exists in CRM, a missed call is assigned to the responsible employee on their record, even if that person is not in the queue. Keep "responsible" fields up to date when agents change teams.

Scenario 3: nobody picks up

What should happen: the missed call becomes a visible task, not a forgotten log entry.

Bitrix24 creates a CRM activity for every incoming and missed call from clients. Items with a missed call get a Missed call status in the Kanban and Activities views, with a counter, and if the agent calls back, the activity closes automatically.

You can go further with the Track missed call trigger in automation rules, which moves an item when a call is missed (it needs telephony to be connected). For example, a missed call could move a new lead to a "Call back now" stage. Our post on Bitrix24 automation rules for real estate follow-up shows how to build stage-based reminders.

In the queue group itself, the missed call processing setting decides what the caller experiences: voicemail, forwarding to an employee's mobile, or forwarding to another number.

Scenario 4: a call after hours or on a holiday

What should happen: the caller hears a clear message and can leave details, and the team sees it first thing in the morning.

In the number's Working hours tab, enable phone hours and set the time zone, working hours, days off and holidays. Off-hours calls then follow your chosen option: voicemail, forwarding to a specified number, or ending the call. You can also play a recorded off-hours message.

The Helpdesk points out that working hours take priority over forwarding settings, so test both together.

Want to see how these routing rules would look on your own numbers? Book a free 30-minute Bitrix24 demo and we will map them with you.

Scenario 5: the call needs a colleague

What should happen: a leasing enquiry that reached a sales agent is passed on, and ownership moves with it.

From the call window, agents can transfer a call to a colleague or a telephony group, either directly or after a short consultation with the colleague. In the CRM integration settings, the option "Automatically change the Bitrix24 user responsible for the lead when manually forwarding a call" reassigns the new lead to whoever receives the transfer. The Helpdesk notes this works only for new callers; for existing clients, the responsible person stays the same.

Scenario 6: a manager reviews call quality

What should happen: managers can listen to calls they are responsible for, and agents cannot browse everyone else's.

Call recording is enabled per number in the Recordings and ratings tab. Recordings appear in Call Details, on Company Drive, and on the CRM record when the call is saved as an activity. Telephony access permissions control who can listen to recordings (own, department, any, or none) and whose calls they can see. Bitrix24 also reminds users to make sure recording complies with company policy and local law, and offers a recording warning for callers. Check your own obligations before you switch it on.

For a broader view of roles, see our Bitrix24 CRM access permissions guide.

Settings map at a glance

Scenario	Where to configure	Key setting
New caller	CRM integration, Queue groups	Auto-create lead, source per number, distribution method
Existing client	Inbound call routing	Send to responsible person in CRM
Missed call	Queue group, Automation rules	Missed call processing, Track missed call trigger
After hours	Working hours	Phone hours, holidays, off-hours processing
Transfer	CRM integration	Change responsible on manual forward
Quality review	Recordings and ratings, Access permissions	Recording on, listen permissions by role

A 15-minute weekly check

Open the list of items with a Missed call status. Anything older than a day needs an owner.
Filter Call Details by missed calls and look for patterns, such as a time slot or a queue that is short of people.
Confirm the holiday list for the coming weeks.

If you track response performance in dashboards, our post on Bitrix24 CRM analytics for real estate managers covers what to read first. And if telephony is part of a wider rollout, the Bitrix24 implementation checklist puts it in context.

Closerholic implements Bitrix24 for real estate teams in the UAE and GCC, including telephony, call routing and the CRM rules behind them. If your phones and pipeline still live in separate worlds, a short call is a good place to start.