Dialogue Cloud

Additional configuration CRM Service for ConnectWise

Note Additional CRM connector license required per data source.

Introduction

Below the optional configuration you can do to the CRM Service for ConnectWise.

 

PluginAttributes

This list contains the items which are shown to the user in the Web Agent and ID’s used to identity unique entities. All items are grouped by the Category.

Note: Only modify this list if you want to deviate from the default PluginAttributes. See Predefined PluginAttributes for the defaults and how to override these defaults.

 

The PluginAttributes list contains the following columns:

Column

Meaning

DisplayName

Name of the property shown in the Web Agent.

SystemName

Must be a attribute from ServiceNow. If it is part of a linked entity then the alias must precede the attribute.

ShowOnExtensionWindow

Indicate that the property is visible in the Web Agent. The main reasons to set this to 'No' and still configure it as an item is when the property should not be shown, but is used in a Hyperlink or it's an ID.

Order

The order in which the property is to be shown.

Important: counting must restart for each Category.

FieldType

Zero or more field types, these are covered per Category later on.

Hyperlink

Make the property clickable with the Hyperlink specified. It is possible to include the value of a property in the Hyperlink. This is done by putting the value of a SystemName property in square brackets in the Hyperlink. For example if there is a property with the SystemName 'Example', then the URL becomes: http://www.example.com/?queryString=[Example]

OpenAutomatically

Ignored by the CrmService.

Category

The Category that determines for which search query it has to be used. Supported are Contact, ContactSearch, Case and CaseSearch

ShowOnToast

Can be used to force the inclusion of the attribute in the query.

It is possible to combine the values of several properties, for instance when a name is split up in multiple properties, e.g. a FirstName and LastName column. In this case both properties should have the same DisplayName and they should appear after each other in Order, e.g. 1 and 2.

Note: ContactSearch will fall back to Contact if no items are supplied for the ContactSearch category. The same rule applies to Lead, LeadSearch, Case and CaseSearch. Only Contact is mandatory to have items.

 

Contact

The items in this category are the properties shown of a single contact. It supports the following field types:

Field type

Description

Id

This field type in combination with a value in the Hyperlink column, will be shown as CRM link.

Name

The name of the contact which will be shown as the contact’s title.

PhoneNumber

Column may contain a phone number.

SipAddress

Column may contain a SIP-address.

Email

Column may contain an e-mail address.

Date

Column contains a date (and time).

Search

Column is searchable. This type should be set for each column containing a PhoneNumber, Email or SipAddress to search for a contact match. This type will also mark a field as a search option if no ContactSearch items are configured.

 

ContactSearch

This category is used to display a summary of the contact and used for searching contacts. All properties which should be searchable, must have the Search field type. The column containing the values to verify the identity of the caller, e.g. a zip code, must have the field type Verify.

 

Account

This category is used to keep consistency in the other categories. It is used to define the relation between the contact and its account. A lead can only have a company name which may later be part of the contact when the lead is promoted.

Note: Do not include the account alias in the SystemName column.

Note: Set order to 0 if it is an account attribute which is not linked to the account entity, e.g. companyname in the lead entity.

The field types of importance here are Name, PhoneNumber, SipAddress and Email. All items with the field type Name are combined to form the title. The property with any of the others is used as a subtitle.

 

Case

Note: Only contacts can have cases.

The DisplayNames in this category are fixed. The following items are supported:

DisplayName

Description

Title

Multiple items can have this DisplayName. Must have the Name field type.

Description

Only a single item is allowed to have this DisplayName.

Date

Must have the Date field type to be used.

Status

The case status including the case status colors. The values must match the CaseStatus setting. Add field type FormattedValue to obtain the display name of this property.

It is also possible to add a ID field type to an ID item or any of the other items. The ID field type in combination with a URL in the Hyperlink column will be shown as a CRM link for each case.

 

CaseSearch

These must have the same items as the Case category. The difference here is that items may have the Search field type.

 

PluginSettings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. The following optional settings can be added:

    Note: All plugin settings for the CrmService must have the Scope set to CrmService.

     

    Setting

    Value

    Scope

    ApplicationHost

    ConnectWise REST API host URL

    Mandatory setting.

    CrmService

    CompanyId

    ConnectWise REST API CompanyId

    Mandatory setting.

    CrmService

    PublicKey

    Encrypted generated PublicKey for user that has authorization for the ConnectWise REST API.

    Mandatory setting.

    Note: Encrypt with the A365 password tool.

    CrmService

    PrivateKey

    Encrypted generated PrivateKey for user that has authorization for the ConnectWise REST API.

    Mandatory setting.

    Note: Encrypt with the A365 password tool.

    CrmService

    PhoneNumberFormat

    The format used when searching the CRM phone number fields when a call comes in. There are 4 options:

    1. E164: e.g. +0012345678. See “The International Public Telecommunication Number Plan”.

    2. International: e.g. +1 206-555-1234. Based on the E.123 International format.

    3. Rfc3966: e.g. tel:+1-206-555-1234. See “The tel URI for Telephone Numbers”.

    4. Pattern: Search on a predefined pattern.

    Note: Change this setting if phone numbers are stored in any of the other formats to improve performance.

    CrmService

    DefaultPhoneNumberRegion

    Iso 3166 alpha-2 code. Default ZZ.

    CrmService

    ShowStatus

    Show what kind of contact is calling. Can be a Contact or Unknown. Default True.

    CrmService

    ClientId

    Generated clientId for authentication while consuming the ConnectWise REST API.

    Mandatory setting.

    Note: Encrypt with the A365 password tool.

    CrmService

    PhoneNumberPattern

    The pattern that determines how an incoming phone number will be formatted and used to match with the field in the ConnectWise Crm environment.

    CrmService

    BaseContactQuery

    The base query used for retrieving contacts from the ConnectWise Crm environment via the ConnectWise REST API.

    CrmService

    BaseCaseQuery

    The base query used for retrieving cases from the ConnectWise Crm environment via the ConnectWise REST API.

    CrmService

    ContactCaseFilter

    Filter for mapping a case to a contact. Default: contact/id

    CrmService

    CaseStatus

    Mapping of a case (incident) status (statuscode) to a WebAgent status. Default: New (not responded)=Open Assigned (not responded)=Open In Progress (not responded)=Open Closed (resolved)=Closed,

    Left side is the formatted value as configured in ConnectWise, the right side is either Open or Closed.

    Note: This assumes that statuscode is configured in PluginAttributes as the case's status.

    CrmService

 

Predefined PluginAttributes

Note: These predefined attributes may be overwritten/removed by creating a PluginAttribute item in SharePoint with the same SystemName and Category. Do not give it any field types and set both ShowOnExtensionWindow and ShowOnToast to No to remove this attribute from the query. Also make sure that the system name is not included in any hyperlink!

Note: The base query in the PluginSettings list must also be modified when adding attributes of another entity.

Case

Note: Important: {uri.Scheme} and {uri.Host} are only valid for the predefined values by leveraging the LoginEndPoint. The full URL (with placeholders) is needed when overwriting.

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Case ID id 1 No Id {uri.Scheme}: //{uri.Host}/v4_6_release/services/system_io/Service/fv_sr100_request.rails?service_recid=[id]&companyName={connectWiseApiCompanyId} No Case
Title summary 2 Yes Name, Search   No Case
Date _info/dateEntered 4 Yes Date   No Case
Status status/name 5 Yes FormattedValue   No Case
Contact ID contact/id 6 No FormattedValue     Case

 

Contact

Note: Important: {uri.Scheme} and {uri.Host} are only valid for the predefined values by leveraging the LoginEndPoint. The full URL (with placeholders) is needed when overwriting.

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Contact ID id 1 No Id {uri.Scheme}: //{uri.Host}/v4_6_release/services/system_io/router/openrecord.rails?locale=en_US&recordType=ContactFV&companyName={connectWiseApiCompanyId}&recid=[id] No Contact
Firstname firstName 2 Yes Name   Yes Contact
Lastname lastName 3 Yes Name   Yes Contact
Email communicationItems/value/email 4 Yes SipAddress,Email, Child   No Contact
Direct Phone communicationItems/value/directphone 20 Yes PhoneNumber, Direct, Child   No Contact
Office Phone communicationItems/value/companyphone 20 Yes PhoneNumber, Company, Child   No Contact
Mobile Number communicationItems/value/cellphone 21 Yes PhoneNumber, Cell, Child   No Contact
CommunicationsType communicationItems/communicationType 22 No Search, PhoneNumber   No Contact
type communicationItems/type 23 No     No Contact
Company ID company/id 24 Yes Id {uri.Scheme}: //{uri.Host}/v4_6_release/services/system_io/router/openrecord.rails?locale=en_US&recordType=CompanyFV&recid=[company/id]&companyName={connectWiseApiCompanyId} No Contact
Companyname company/name 25 Yes     Yes Contact

 

 

ContactSearch

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Contact ID id 1 No Id   No ContactSearch
First Name firstName 3 No Name, Search   Yes ContactSearch
LastName lastName 3 No Name, Search   Yes ContactSearch
Email communicationItems/value/email 10 Yes Search, SipAddress, Email   No ContactSearch
Direct Phone communicationItems/value/directphone 20 Yes Search, PhoneNumber, Direct, Child   No ContactSearch
Office Phone communicationItems/value/companyphone 21 Yes Search, PhoneNumber, Company, Child   No ContactSearch
Mobile Number communicationItems/value/cellphone 22 Yes Search, PhoneNumber, Cell, Child   No ContactSearch