Bitrix24 keeps call history in telephony and in the card's activities, but a business process can't see it out of the box: there's nothing inside the process to ask "how many times have we called this customer" or "when was the last conversation". Roboteka robots return this data straight into the template: call statistics for a lead, deal, contact, or company, and the details of the last call by number — date, duration, completion code, and a link to the recording. Call-through control is built on top of them.
What does a business process know about calls out of the box?
Stock triggers react to an event: an inbound or missed call launches a process at the moment the call happened. But that's knowledge of the present, not the past. Inside the template there are no "number of calls on the deal", "date of the last conversation", or "link to the recording" fields — telephony history sits apart from the entity's fields, and the workflow designer can't reach it. So processes like "a lead with no call for three days — a task for the manager" or "don't close a deal that has had no conversation at all" can't be assembled with stock tools. One step is missing — a robot that returns telephony data into the process.
How do you get the call history for a deal or a lead?
The Calls for a CRM entity robot takes the entity type — lead, deal, contact, or company — its ID, and an optional period start date. It returns six values: the number of calls, the total duration in seconds, the date of the last call, its duration and ID, and a flag for whether a recording exists (Y/N). The data comes from Bitrix24's telephony history; for deals the calls are found through the card's activities — deals aren't indexed directly in telephony statistics, and without this workaround the counter for any deal would be zero. The period start date lets you count only recent calls: conversations over the last week, for example.
How do you find the last call by phone number?
The Find the last call by number robot searches telephony history for the last call with a given number; the type filter is any, inbound, or outbound. It returns a "Found" flag (Y/N), the call ID, the date and time, the duration in seconds, the completion code, a link to the recording, and the ID of the employee who spoke. The completion code answers the main question: 200 — the conversation took place, anything else — the call didn't get through. This covers the post-request check scenario: the process finds the last outbound call by the lead's number and, by the completion code, decides whether there was actually any contact with the customer.
Why normalize the number before searching?
A search by number is a string comparison. In the card the phone may be written as "8 (912) 345-67-89", while telephony stores it in a different form — and the search misses, even though the calls did happen. The Format phone robot brings the number to a chosen format — +7, 8, or international — stripping spaces, parentheses, and dashes, and returns the normalized number, a recognition flag (Y/N), and a "digits only" variant. In the template it's placed as the first step: first the number from the lead field is normalized, then the normalized value is fed into the last-call search. As a bonus, the Y/N flag catches junk in the phone field.
How do you build call-through control?
Three combinations. New-lead control: a process with a pause checks the call statistics for the lead — if, a day later, the number of calls is zero, the manager gets a task and the manager's manager gets a notification. Honest closing: before a deal moves to lost, the process looks at the total conversation duration — zero seconds means the customer wasn't called through, and the deal goes back for rework. Escalation with substance: on a customer complaint, the process finds the last call by number and puts the date, duration, and a link to the recording into a notification to the manager — the review starts with listening, not with quizzing the rep. For more on assembling such rules, see the guide to setting up robots.
Bottom line
Bitrix24 telephony accumulates call history, but without robots a business process doesn't use it. A three-step combination — normalize the number, get the statistics for the entity, pull the last call — turns telephony records into process conditions: call-through control, honest closing reasons, escalations with a link to the recording. These and the neighbouring robots are gathered in the telephony robots catalog. If the robot you need isn't there — describe the task, and we'll build it for free and add it to the shared library.