CW Manage "CRM Integration is working OK but contact number does not exist" but I know it exist.

[Hubert]

When I test integration from 3CX Management Console I get:

CRM Integration is working OK but contact number does not exist. Check log for more info or try a different number.

In the output I can see that contact is found:

Started scenario with empty id
Request text: https://eu.myconnectwise.net/login/companyinfo/helpdeskpl
Response text: {"CompanyName":"helpdeskpl","Codebase":"v2021_3/","VersionCode":"v2021.3","VersionNumber":"v4.6.93565","CompanyID":"Helpdesk","IsCloud":true,"SiteUrl":"api-eu.myconnectwise.net","Region":"EU","AllowedOrigins":["*.connectwisedev.com","*.myconnectwise.net","euchat.myconnectwise.netoperator/id_token","app.timezest.com","eu.myconnectwise.net"]}
Response finished
Variable Version set to v2021_3/
Variable IsCloud set to True
Started GetCompanyByNumber
Request text: https://api-eu.myconnectwise.net/v2021_3/apis/3.0/company/companies?conditions=phoneNumber='%2B48500600700' OR faxNumber='%2B48500600700'
Response text: []
Response finished
Finished GetCompanyByNumber
Finished scenario with empty id
Started scenario with empty id
Request text: https://eu.myconnectwise.net/login/companyinfo/helpdeskpl
Response text: {"CompanyName":"helpdeskpl","Codebase":"v2021_3/","VersionCode":"v2021.3","VersionNumber":"v4.6.93565","CompanyID":"Helpdesk","IsCloud":true,"SiteUrl":"api-eu.myconnectwise.net","Region":"EU","AllowedOrigins":["*.connectwisedev.com","*.myconnectwise.net","euchat.myconnectwise.netoperator/id_token","app.timezest.com","eu.myconnectwise.net"]}
Response finished
Variable Version set to v2021_3/
Variable IsCloud set to True
Started GetContactByNumber
Request text: https://api-eu.myconnectwise.net/v2021_3/apis/3.0/company/contacts?conditions=inactiveFlag=false&childconditions=(communicationItems/communicationType='Phone' OR communicationItems/communicationType='Fax') AND communicationItems/value='%2B48500600700'
Response text: [{"id":12,"firstName":"Testowy","lastName":"Kontakt","company":{"id":19297,"identifier":"XYZTestCompany","name":"XYZ Test Company","_info":{"company_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//company/companies/19297","mobileGuid":"2685633f-6375-4375-9df2-9ae518232583"}},"site":{"id":1002,"name":"Main","_info":{"site_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//company/companies/19297/sites/1002","mobileGuid":"c1a1d306-3e15-4218-be55-319018a5cd11"}},"relationshipOverride":"","inactiveFlag":false,"marriedFlag":false,"childrenFlag":false,"disablePortalLoginFlag":true,"unsubscribeFlag":false,"mobileGuid":"d1d850b5-7794-426e-b9c2-6f35b74bb477","defaultPhoneType":"Phone - Mobile","defaultPhoneNbr":"+48500600700","defaultBillingFlag":false,"defaultFlag":false,"companyLocation":{"id":2,"name":"Helpdesk","_info":{"location_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//system/locations/2"}},"communicationItems":[{"id":44108,"type":{"id":1,"name":"Email - Work","_info":{"type_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//company/communicationTypes/1"}},"value":"[email protected]","defaultFlag":true,"domain":"@gmail.com","communicationType":"Email"},{"id":44110,"type":{"id":4,"name":"Phone - Mobile","_info":{"type_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//company/communicationTypes/4"}},"value":"+48500600700","defaultFlag":true,"communicationType":"Phone"}],"types":[],"ignoreDuplicates":false,"_info":{"lastUpdated":"2022-01-31T07:08:29Z","updatedBy":"hjastr","communications_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//company/contacts/12/communications","notes_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//company/contacts/12/notes","tracks_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//company/contacts/12/tracks","portalSecurity_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//company/contacts/12/portalSecurity","activities_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//sales/activities?conditions=contact/id=12","documents_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//system/documents?recordType=Contact&recordId=12","configurations_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//company/configurations?conditions=contact/id=12","tickets_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//service/tickets?conditions=contact/id=12","opportunities_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//sales/opportunities?conditions=contact/id=12","projects_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//project/projects?conditions=contact/id=12","image_href":"https://api-eu.myconnectwise.net/v4_6_release/apis/3.0//company/contacts/12/image?lastModified=2022-01-31T07:08:29Z"}}]
Response finished
Variable Id set to 12
Variable CompanyId set to 19297
Variable FirstName set to Testowy
Variable LastName set to Kontakt
Variable CompanyName set to XYZ Test Company
Variable Email set to
Variable DirectPhone set to
Variable CellPhone set to
Variable MobilePhone set to
Variable Pager set to
Variable HomePhone set to
Variable FaxBusiness set to
Variable FaxHome set to
Finished GetContactByNumber
Finished scenario with empty id
Started CreateContactRecord
Response finished
Finished CreateContactRecord
Result obtained

But no ContactUrl provided. I'm speculating that is because CRM returns
"mobileGuid":"d1d850b5-7794-426e-b9c2-6f35b74bb477","defaultPhoneType":"Phone - Mobile","defaultPhoneNbr":"+48500600700"
instead of PhoneMobile but I'm no specialist at 3CX integrations.

Call journaling on outbound calls works great. When calling from contact field in CRM adds activity, when calling from ticket adds time. GetCompanyByNumber returns valid output when testing.

 

[Hubert]

GetContactByNumber Variables Filters were not up to date. Connectwise Manage is returning other types in json.
I had to change them in 3CX Template Generator.
Screenshot:


Up to date CRM template, attached.

 

[edossantos]

Maybe your installation uses custom fields? We have tested this and works with the template we provide.

 

[Hubert]

My CW Manage cloud instance is fresh, new and unused - I just started implementation. I'm on version 2021.3.
I have just checked my CW Manage Setup Tables, and it looks like this:


If I knew earlier I would change it here. But if CW changed this names in default installs this info could be useful for someone with this problem.

I would like to change this names here and go back to "normal" 3CX CW Manage template. Because I'm afraid some 3CX upgrade in the future can kill an integration. But how do I get original CW Manage template? My template overwriten original one.

 

[Evolute IT]

Maybe your installation uses custom fields? We have tested this and works with the template we provide.

I can confirm that newer installs have these new fields instead of the old simple ones. We had the same issue at first but another sync program had us create these old fields so for us it works.

I would suggest asking ConnectWise to destroy and recreate your Manage dev instance so that you get all the new default configs, or add them as parameters like "old fields/new fields".