Connectwise CRM integration > Call Journaling > Change Activity Status

[solutions4]

While the Connectwise Call Journaling is amazing in 16, it gets to be very annoying when a calendar entry is created for the user with each call.
Is it possible to change the settings so it simply logs the call, but does not create a calendar entry for each call?

 

[edossantos]

Is it possible to change the settings so it simply logs the call, but does not create a calendar entry for each call?

The current behaviour can't be customized, however we can improve the integration via an update if there is a better way to do this. How would you log the call instead? Adding a note for the contact for example?

You can also edit the template provided, and upload it as a custom template, logging calls as you need.

 

[solutions4]

The current behaviour can't be customized, however we can improve the integration via an update if there is a better way to do this. How would you log the call instead? Adding a note for the contact for example?

You can also edit the template provided, and upload it as a custom template, logging calls as you need.

Notes would be great!
I had to shut it off for now because my calendar was blowing up.

 

[connectedplatforms]

Yes notes would be great! At the moment the techs hate it as their calendars are inundated with activities. Especially when someone is in a queue for a while.

The queue is our problem as the ring time is 30 seconds. When it stops and starts again it creates a new activity for everyone who is in the queue until it is answered.

 

[edossantos]

Thanks for your feedback, we will consider this for a future update.

 

[Nick W]

I would appreciate this as well!

 

[Constantinos Constantinou]

We would like your feedback on this, since this change will affect the way that a user could navigate through Call Journaling entries. At the moment all the information is located in a calendar. As a result you can open the calendar and review the call activity during that specific date.
With the transition to the notes of the contact, that information will be stored on each contact. As a result in order to find a call activity, you should prior navigate to that contact.
Calendar storage might be a good option for low volume call journaling. For high traffic though might generate too much complexity.

Your input please

 

[Nick W]

For me, notes is the best place. We would be reviewing this only when we want to check when we called or spoke to someone.

 

[lantech]

+1 for notes

We enabled Journaling, however it kills everyone's calendar.

A note in the contact entry would be great and make this feature useable as we have had to switch it off for now

 

[dlc.darren]

I would like to see it configurable (notes or activity option).
Also, it may be nice to have a sub-option under the activity option where you could force it to suppress the population of the start time and end time fields in the activity record. (Just populate the date and put the start/end time info in the summary field of the activity record)

Doing this will stop the activity from appearing in the employee's Connectwise calendar, but still have the activity on that date that can be reviewed/reported in the future.