Dear Bitrix24 users,
Incoming calls are simultaneously routed to the Desktop app, browser and SIP phone. Where you pick the call, there you have it. So, there is no problem in choosing the most convenient way for the agent.
However, if you have a SIP connection in the CRM telephony, all outgoing calls automatically will come to the connected phone. If you want to learn the way of switching between settings, please follow the tutorial here.
Important to note: Bitrix24 remembers settings for calls, so next outgoing call has settings of the previous one. If you use SIP connection, next time Bitrix24 will automatically offer it again. When you change it, settings for all further calls will be changed.
Stay on the line,
Your Bitrix24 team