Old CRM URL still opening on some PCs

[SteveITS]

We have an install that used to be Pro and is now Standard. It appears some PCs that used to have a server side CRM integration (ConnectWise, to open the contact in a web page) enabled are seeing a popup/new tab to open the CRM page. However it only shows on some PCs...the same 3CX user/extension on another PC doesn't attempt to open the URL. Of course the server-side CRM options are not in the management GUI anymore. I suspect what happened is the CRM setting was left on when the license was downgraded to Standard a while back. Is there a way to turn it off after the fact?

Affected PCs have the Windows client set to "do not open" the contact in Advanced/Integration/General. One person found if he sets "only show CRM contact details when Caller ID is larger than" to an absurd number like 25 digits, then it doesn't show, which indicates it is coming from the Windows client. So that could be a workaround. The browser extension is not installed. Is there anywhere else it could be coming from?

Debian, hosted via KVM, on the last v16 version and now v18 as well. (we thought it was only happening to one extension and was not happening at their home where they are working remotely now so it wasn't a priority, but there is at least one other that has now mentioned it...last week before the v18 upgrade)

 

[edossantos]

Hello Steve,

From what you explain, it seems that this is an old client side integration, because the URL seems to be launched by the Windows client. But in any case, let's check everything:
1) In case the server side integration was enabled in the past, please go to the 3CX Console > Advanced > Contacts > Bulk Delete > Delete CRM Contacts. This will remove from 3CX any contact synchronized from the CRM. This way, if some user is using the Web Client, they will not see the popup coming from there.

2) For the client side integration, for each extension go to the 3CX Console > Extensions > Options tab > Uncheck the option "Enable integration (Legacy)". Then restart the 3CX Client for Windows, so it reprovisions itself and removes the integration.

3) If the issue persists, go to the agent's PC where the 3CX client for Windows is installed, and open the folder "C:\ProgramData\3CXPhone for Windows\PhoneApp\DotNetScripts". That folder will contain a plugin for the integration, you can manually delete it and then restart the 3CX client for Windows.

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

 

[SteveITS]

Hi Ernesto,

I'll look into the contacts. May need to export/import the list rather than just delete. But if that was the only issue then it should trigger in all 3CX clients on all PCs.

"Enable integration (Legacy)" was already unchecked, and the DotNetScripts folder does not exist. The ConnectWise CRM was a server side integration so that makes sense to me.

New info: after installing the v18 Desktop App (and closing the Windows client), it is triggering on a PC where it wasn't triggering before with the v16 Windows client. However that's for an extension that was affected from my original post. If I fully exit the Desktop App and open the browser, it doesn't trigger. So it seems tied to the client type on a given PC, but not only the client type? Meaning, the Windows client does this on one PC and not another, for the same extension. Not sure why the Desktop App has picked that up, seems like above anything else, it should see it not existing on the 3CX server... I can have them try the Desktop App on the other PC when they change locations.

Separate issue: in the Desktop App, "all contacts" lists Company and Personal, but not the (leftover) CRM contacts. Is that intentional?

 

[edossantos]

I'll look into the contacts. May need to export/import the list rather than just delete. But if that was the only issue then it should trigger in all 3CX clients on all PCs.

"Enable integration (Legacy)" was already unchecked, and the DotNetScripts folder does not exist. The ConnectWise CRM was a server side integration so that makes sense to me.

New info: after installing the v18 Desktop App (and closing the Windows client), it is triggering on a PC where it wasn't triggering before with the v16 Windows client. However that's for an extension that was affected from my original post. If I fully exit the Desktop App and open the browser, it doesn't trigger. So it seems tied to the client type on a given PC, but not only the client type? Meaning, the Windows client does this on one PC and not another, for the same extension. Not sure why the Desktop App has picked that up, seems like above anything else, it should see it not existing on the 3CX server... I can have them try the Desktop App on the other PC when they change locations.

The 3CX client for Windows will not launch popups generated by the server side integration. If you're sure that the integration was server side, then the Windows client is not involved. It could be the Web Client, the Chrome Extension, or the Desktop App in v18.

The Windows client only handles client side integrations (currently DATEV and Outlook). But we did have a client side integration for ConnectWise in the past, so this could also be the case....

According to what you just mentioned, it seems the Windows client is not involved, as you're getting the popup even with the client closed. Please confirm that the Windows client is not running at all, not even hidden in the Windows notifications area (near the clock).

If the issue is related to a server side integration, then deleting the contacts from the 3CX global phonebook should be enough. Just in case, check the configuration of the Web Client > Settings > Integration, just in case a custom URL is being launched here.

Separate issue: in the Desktop App, "all contacts" lists Company and Personal, but not the (leftover) CRM contacts. Is that intentional?

Yes, this is on purpose:
https://www.3cx.com/community/threads/v18-release-candidate-2-now-available.83229/#post-387513

 

[SteveITS]

Windows client only handles client side integrations

Then possibly it's the browser? The user had the Windows client and web browser open, on home and work PCs. But for a given extension (User 1) the CRM popup (open the URL) was only on one PC. Browser and Win client closed (even from tray) when changing locations.

Put another way, at home, if User 1 closes the Desktop App (from tray), and opens the v16 Windows Client and web browser, there is no CRM popup. At work v16 Windows Client and web browser shows the popup.

Very strange. As a tech and programmer, things that seem inconsistent really bug me.

I can see how deleting the CRM contacts would bypass the issue, by not having anything to open, but it seems like 3CX should not be trying to open it, if there is no current CRM integration. Unless the logic is such that a match is found, open the CRM URL regardless of whether the feature is active in the installed license. But then it should be happening everywhere.

It seems the CW integration used was https://www.3cx.com/docs/pbx-crm-integration-connectwise/. It would have been about two years ago.

 

[edossantos]

Having the integration enabled will trigger the contact lookup when you receive a call. However, after that, even if you disable the integration, the lookup in the local phonebook always happens, and if you have a CRM contact there, it will be used, and the information will be passed to the Web Client. You should delete these contacts to completely disable the feature.

 

[SteveITS]

Deleting and re-importing the contacts seems to have worked. Since one can sort by the Contact Type column it was easy.

Since "Automatically open Contact URL when CRM Integration is Enabled" is checked by default, I can see it could be problematic to actively change that setting to Off for all users when the license changes, in case the company upgrades to Pro again. However I would have read it that "when CRM Integration is Enabled" means the setting doesn't apply when the integration doesn't exist anymore. (or, perhaps it technically still exists in the database but isn't active due to the license...)

Most likely the PCs where it wasn't popping had changed Integration to Off in the web client (and browser extension?) some time ago, and since settings like that don't follow to other clients it is defaulting to "Automatically open..." in the new Desktop App.

Thanks,

 

[edossantos]

Hello Steve,

Yes, your analysis is correct. Most probably those users turned that setting off at some point.

I understand that the phrase "when CRM Integration is Enabled" might be misleading. The popup will be automatically launched if there is a CRM contact found, even if the integration has been turned off after the synchronization.