ConnectWise Integration - Phonebook showing inactive contacts and companies imported from CRM

[TrevorC]

We've had ConnectWise integration enabled for some time for basic phone book import, but we're now looking at adding some smarts to our call flows including CRM lookups.
We have successfully tested the CRM integration for number lookup against ConnectWise, but as part of my testing I noticed that the phonebook on the web client is showing Inactive Companies and Contacts that it has imported from ConnectWise..

I don't recall noticing this before we upgraded to version 20 (relatively recently), that's not to say the inactive contact weren't there, I just hadn't looked or noticed them under V18 and don't have a way to check now.
I did a bulk delete of the CRM contacts a couple of months ago to cleanup some odd / redundant / obsolete contacts that were still showing in 3CX as the integration had been disabled at some point and wasn't updating. This was before the V20 upgrade.

I've compared the integration template from our system, against another system that has never had any integration enabled, and there is no difference.

Examples of what I'm seeing in the web client:

Partial search for a name:



searching for "Inactive" - this seem to be just showing companies based on what I'm seeing. (I'm also guessing that's what the "C" after inactive means).

 

[edossantos_sipcaller]

Synchronizing CRM contact to the phonebook is not required anymore. You can delete those contact from the phonebook using the "Bulk Delete" option and then selecting CRM contacts. Then disable the contact synchronization in your CRM integration settings.

 

[TrevorC]

I've just had a look at the CRM Integration settings and "Query CRM" was set to "Always query" and "Add CRM contacts to 3CX company phonebook when a call or message is sent or received" was enabled.

I disabled "Add CRM contacts to 3CX company phonebook when a call or message is sent or received" and bulk deleted the CRM contacts from 3CX, but it's made no difference to the result. I'm still seeing "Inactive" contacts and companies when I search the CRM contacts

Given the integration was already set to "Always query", it suggests the issue with the "Inactive" contacts showing is as a result of the query and has nothing to do with not what is stored in the phonebook.

Adding the contacts to the phonebook is just a convenience factor for searching.

 

[edossantos_sipcaller]

Yes, maybe the ConnectWise API is still considering those contacts when you search through the API, and that's why these contacts are returned by ConnectWise. You might need to make some changes to the template in order to filter out those inactive contacts....

 

[TrevorC]

Unfortunately, I don't have the experience to modify the ConnectWise template. I tried downloading and modifying the XML file but when I tried to upload it, I got an error saying incorrect format (or something like that).
As far as I can tell we're using the standard ConnectWise template that ships with 3CX as I've compared ours to a system that has never had integration enabled and the two files match.