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Install CRM Service for ConnectWise

Note Additional CRM connector license required per data source.

Introduction

The CRM service shows information about the inbound caller by performing a REST request to the ConnectWise Manage REST API to retrieve the data of an inbound caller using a sipuri or phone number. This can also be done via a searchvalue when a manual search is executed.

 

Dependencies

  • The ConnectWise Crm Service package

  • A user account that has access to the ConnectWise CRM Environment

  • A user account that has access to the ConnectWise API of your environment

  • The Crm Service will be hosted in IIS (Microsoft Windows Server)

 

Requirements

  • UCC 8.1.0.41554 or higher

  • ListsPlugin 2.0.0 (Dlls in package are still numbered as 1.0.0)

  • .Net 4.7.1 (C# 7.0 Compliant) or higher

  • .Net Core 2.1 or higher (Be aware that Core 2.2 and higher 2.x versions are already end of life, but 2.1 isn't. Update to 3.x if you want to go higher then 2.1)

  • ConnectWise instance

 

Start with Installation

Follow the instructions below to install the CRM Service for ConnectWise.

 

Add PluginSettings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following mandatory setting

    Setting

    Description

    Value

    Scope

    ApplicationHost

    The ConnectWise API has a specific url used for the REST endpoints.

    An example of "ApplicationHost" value: "https://[Customer ConnectWise Environment]/v4_6_release/apis/3.0/"

    ...

    CrmService

    CompanyId

    The CompanyId is the company name you have provided to request access to the ConnectWise API.

    ...

    CrmService

    PublicKey

    The PublicKey is a key that is generated in the ConnectWise environment for the specific user account that has authorization to connect with the ConnectWise REST API.

    Note: Encrypt with the A365 password tool.

    ...

    CrmService

    PrivateKey

    The PrivateKey is a key that is generated in the ConnectWise environment for the specific user account that has authorization to connect with the ConnectWise REST API.

    Note: Encrypt with the A365 password tool.

    ...

    CrmService

    ClientId

    The ClientId is a generated unique id that is needed for the authenticationheader when consuming the ConnectWise REST API.

    Note: Encrypt with the A365 password tool.

    ...

    CrmService

 

 

Add WebAgentService URL

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following mandatory setting

    Setting

    Value

    Scope

    CrmServiceUrl

    https://fqdn FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/CrmService

    Note: URL needs to be accessible from the WebAgent API service to the CRM Service.

    Note: The CrmService name could be different if a custom name was provided so could be http://localhost/CrmService or http://localhost/CrmServiceConnectWise

    WebAgentService