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Connectwise functionality does not work when logged in

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Alex Nicol

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So, I have recently managed to figure out that when a call comes in using the 3CX system, the Connectwise add in will only display the incoming call when I am not logged into Connectwise when the first call comes in.

If I am logged in, no pop ups will display when using any web browser.
If I am not logged in and a call comes in, the first call will display a window asking me to login to the system. Then consecutive calls come in and the window pops up after some time without any issues.
For other users in the office it works fine without any issues.

Is there any particular reason why this happens? Perhaps a setting in the app, or something in the config? Or is it a bug?

Currently running on a Windows 10 Pro x64 PC, I3-7100, 8GB Ram.
 
Hello @Bon_Rurgandy,

From your description I assume that you're using the client side integration with ConnectWise, is this correct? In that case, please consider moving to the server side approach, because the client side has been deprecated.

If you need to troubleshoot the client side integration, check the logs from "%AppData%\3CXPhone for Windows\Logs". You should get some pointers about why this is happening from there...

Kind regards.
 
Hi Ernesto,

So I have had a look at the log files inside of the log file 'connectwise' and for the past few days I have seen just this.
18/07/2018 08:49:43 - C:\ProgramData\3CXPhone for Windows\PhoneApp\DotNetScripts\connectwise\VERSION
18/07/2018 08:49:43 - Plugin Version: 906
19/07/2018 09:02:34 - C:\ProgramData\3CXPhone for Windows\PhoneApp\DotNetScripts\connectwise\VERSION
19/07/2018 09:02:34 - Plugin Version: 906
20/07/2018 08:51:56 - C:\ProgramData\3CXPhone for Windows\PhoneApp\DotNetScripts\connectwise\VERSION
20/07/2018 08:51:56 - Plugin Version: 906


Now on Tuesday, I managed to get many of these indicating it was working (and it was)

17/07/2018 08:59:05 - C:\ProgramData\3CXPhone for Windows\PhoneApp\DotNetScripts\connectwise\VERSION
17/07/2018 08:59:05 - Plugin Version: 906
17/07/2018 08:59:11 - MyPhoneStatusChanged - Status='LoggedIn' - Extension='210'
17/07/2018 09:13:18 - CallStatusChanged - CallID='21:7' - RealTimeCallID='21' - Incoming='True' - OtherPartyNumber='*Removed*' - State='Ringing'
17/07/2018 09:13:18 - Call arrived - contactNumber='*Removed*' - callType='Inbound' - callId='21'.
17/07/2018 09:13:18 - My account authentication
17/07/2018 09:13:18 - Searching for contact...
17/07/2018 09:13:19 - Contact found...
17/07/2018 09:13:19 - Opening contact with ID='684' for contactNumber='*Removed*'
17/07/2018 09:13:19 - Launching URL https://api-eu.myconnectwise.net/v2018_4/ConnectWise.aspx?routeTo=ContactFV&recid=684&companyName=*Removed*
17/07/2018 09:13:27 - CallStatusChanged - CallID='21:7' - RealTimeCallID='21' - Incoming='True' - OtherPartyNumber='201' - State='WaitingForNewParty'
17/07/2018 09:13:28 - CallStatusChanged - CallID='21:7' - RealTimeCallID='21' - Incoming='True' - OtherPartyNumber='*Removed*' - State='Connected'
17/07/2018 09:13:28 - Call connected - callType='Inbound' - callId='21'.
17/07/2018 09:14:46 - CallStatusChanged - CallID='21:7' - RealTimeCallID='21' - Incoming='True' - OtherPartyNumber='*removed*' - State='Ended'
17/07/2018 09:14:46 - Call ended - callType='Inbound' - callId='21'.
17/07/2018 09:14:46 - Log call info started
17/07/2018 09:14:46 - 17/07/2018 09:13:18: Inbound call from number *Removed* (2 minutes)
17/07/2018 09:14:46 - id 684
17/07/2018 09:14:46 - call type Inbound
17/07/2018 09:14:46 - Call log updated successfully

So for whatever reason or another, there is something stopping the call status from being set to 'LoggedIn'. I can't see anything to obvious in the '3CXPhoneforWindows' log, but then again there is a lot of information I don't fully understand when the software is booting up. What other information would you need to see if this is working? Obviouly not had this running properly for 3 days and the logs only really stretch back as far as about a day and a half /2 so its hard to tell.

Thanks

Alex
 
Seems to be a problem while connecting to the 3CX web service which provides presence information and notifications. Do you notice the lack of presence information in 3CXPhone? Do you see an error message when 3CXPhone starts? Try restarting 3CXPhone...
 
Hi Ernesto,

So... I did have a lot of teething issues where it just wouldn't work to begin with when first using the system about 4-5 weeks ago. There are times where I cant change my status from online to anything else and I cant see everyone else's status in the office, even though I know people are there. I also can never seem to have a record of missed or previously dialled calls when it is in this state and the address book doesn't auto populate. I had it for a moment Today and I picked up a call and accidentally pressed the answer phone and now everything has gone back to blank again.
All of a sudden at 10:54 today it somehow found a connection and it started working again until a few minutes ago when it dropped out again because i pressed voicemail by accident.

I can reboot the 3CX system but I feel like this wont be a permanent fix and there is something else at work here which needs to be resolved.

Thanks
 
Yes, you need to fix that, because there is the root of all these issues. This might be a networking problem. Are you local or remote to the PBX? If you're local, try disabling the tunnel in case it's enabled.
 
We are remote to the PBX. It didn't happen yesterday, and then today its not working again.
 
If you're remote, then this is pretty sure a networking issue... Not much we can do about it...
 
Oh.....


Oh well... never mind then I guess. Thanks for the help either way sir!
 
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