Connectwise, incorrect URL

[Chris Rizzuto]

I turned on CRM integration with ConnectWise last year and it worked. We haven't really used ConnectWise much since last year and there has since been a new release.

I see this is a common issue because of the updates.

Currently, when I get an incoming call on my phone, the URL being launched is:

https://na.myconnectwise.net/v2019_5/ConnectWise.aspx?routeTo=ContactFV&recid=13

What I need to have happen is:

https://na.myconnectwise.net/v2020_1/ConnectWise.aspx?routeTo=ContactFV&recid=13

I researched this problem and can't seem to find a solution other than calling ConnectWise Support however they dont seem to want to support third party solutions.

Any ideas?

 

[Constantinos Constantinou]

Hello @Chris Rizzuto ,

Can you please create a new Test contact on ConnectWize and then make an incoming call from that number and check the contact card that will open up on your browser.

The URL will be formatted with the new version?

 

[edossantos]

Hello @Chris Rizzuto,

Probably you get these old URLs because those are contacts that were matched long time ago. You can go to the 3CX Console > Advanced > Contacts > Delete CRM Contacts. This will clean up any contact synchronized from ConnectWise in the past. Then make a new call from an existing contact, and a new contact having the new Contact URL should be added to 3CX Contacts.

Please give it a try and let me know how it goes.

 

[Chris Rizzuto]

Perfect!!! That was the solution, Sadly, I didn't even know that contact list was there.

While I have you. The time entries being posted in Connectwise are being posted in UTC. They are 4 hours off, is that a 3CX setting or a Connectwise?

Thanks again for the solution...it was driving me crazy!

 

[edossantos]

The Call Journaling entries are created in UTC time zone. ConnectWise should show them in your local time zone. Probably you need to adjust this in ConnectWise...

 

[Chris Rizzuto]

I am not sure where that setting would be...anyone with a successful time\date configuration able to chime in?

 

[Chris Rizzuto]

So, I have gone looking for a setting and can't see anything. And....as I review what is being sent, I have to ask the following:

If the 3CX integration is sending over all of the following entries, why is StartTime and EndTime being sent as UTC and the description being send as local time. To me, this implies the 3CX integration is the root or source of the information and it should be consistent and likely the thing that needs to be changed. Thoughts?

Subject: Incoming Call
Phone Number: (nnn)nnn-nnnn
StartTime UTC: 2020-02-27 1:50:23 PM
EndTime UTC: 2020-02-27 1:50:33 PM
Direction: Inbound
Description: 2020-02-27 9:50 AM: Answered incoming call from (nnn) nnn-nnnn Chris Rizzuto to 702 (00:10)

 

[edossantos]

Are you configuring the integration to create an activity or a note?

It seems that you're using notes, and that's the problem. When you use an activity, the date/time is handled by ConnectWise as a DateTime object, and adjusted to your time zone when it shows it to you.

However, if you use notes, the information is added as plain text, and the UTC time zone is used. This can be changed to use the local time zone of the 3CX server, which might be also different than your time zone... If you want to do that, you need to change the XML template provided by us, and upload it as a custom template. To do this:
1) Go to the 3CX Console > Settings > CRM Integration > ConnectWise > Show Template button.
2) Copy the XML and save it to a local file named "ConnectWise_Custom.xml".
3) Change the second line, from:

<Crm xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" Country="US" Name="connectWise" Version="23">

to:

<Crm xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" Country="US" Name="connectWise_Custom" Version="23">

4) Change lines 218 and 219 from:

StartTime UTC: [[CallStartTimeUTC]]
EndTime UTC: [[CallEndTimeUTC]]

to:

StartTime Local: [[CallStartTimeLocal]]
EndTime Local: [[CallEndTimeLocal]]

5) Save your changes. Go to the 3CX Console > Settings > CRM Integration > Add button. Select the template "ConnectWise_Custom.xml" and configure it with your credentials.


Please note that you will end up with a customized template, so you will miss any update provided by 3CX.

Kind regards.