What You Will Get After Integration
Prerequisites
Before starting, confirm you have:- A running 3CX installation with a valid license (see Deployment Guide)
- Administrator access to both your 3CX Management Console and your Bitrix24 account
- Your 3CX server’s public IP address or FQDN (e.g.,
pbx.yourcompany.com.kh) - Your 3CX API Key — found in the 3CX Management Console under Settings > API
Integration Steps
1
Install the 3CX App from the Bitrix24 Marketplace
Log in to your Bitrix24 account as an administrator. In the left navigation menu, click Applications (or navigate to the Marketplace section, depending on your Bitrix24 version).In the Marketplace search bar, type 3CX and locate the official 3CX Phone System application. Click Install and accept the permissions prompt. Bitrix24 will add the 3CX integration module to your account.
The 3CX app is available for both cloud-hosted Bitrix24 (bitrix24.com) and self-hosted Bitrix24 installations. The setup steps are identical for both.
2
Enter Your 3CX Server Details
After installation, Bitrix24 will redirect you to the 3CX configuration screen. Enter the following details:
Click Connect (or Save). Bitrix24 will attempt to reach your 3CX server and confirm a successful handshake. A green status indicator confirms the connection is live.
3
Synchronize Extensions with Bitrix24 Users
With the server connection established, navigate to the Users / Extensions mapping section within the 3CX app settings in Bitrix24.Bitrix24 will retrieve the list of extensions from your 3CX system. Map each 3CX extension to the corresponding Bitrix24 user account:
Once mapped, Bitrix24 recognizes which physical device or softphone belongs to each CRM user. This is what enables click-to-call to ring the correct agent’s phone and attribute call logs to the right user account.
Extensions that are not mapped will still log calls in Bitrix24, but the activity will be attributed to a generic “unknown agent” entry. Map all active extensions for accurate reporting.
4
Configure Click-to-Call Behavior
In the 3CX app settings within Bitrix24, review the Click-to-Call configuration:
- Default Click Action: Set to Call via 3CX so clicking a phone number in any Bitrix24 contact or deal card triggers a call from the agent’s mapped 3CX extension.
- Outbound Caller ID: Confirm the outbound caller ID passed to 3CX matches the number you want contacts to see when agents call them.
5
Test the Full Integration
Run through each of the following tests to confirm everything is working end to end:Test 1 — Click-to-Call:
Open any Bitrix24 contact that has a phone number. Click the phone icon next to the number. Your mapped 3CX extension should ring within a few seconds. Answer the call — it should connect to the contact’s number.Test 2 — Inbound Screen Pop:
From an external phone, call one of your DID numbers using a number that is saved as a Bitrix24 contact. On the answering agent’s screen, the contact’s Bitrix24 record should appear automatically.Test 3 — Call Log:
After completing a test call, open the Bitrix24 contact record and check the Timeline tab. A call activity entry should appear with the call duration, direction (inbound/outbound), and the agent’s name.Test 4 — Recording in Deal Card:
If call recording is enabled on the agent’s extension (see Call Recording guide), verify that the recording file is accessible from the call activity entry in Bitrix24.
If screen pops are not appearing, ensure the agent is logged into the 3CX Web Client or desktop app and that the Bitrix24 browser tab is open. The screen pop uses a browser notification mechanism that requires an active browser session.