ConnectWise Addin Guide

This Addin Guide contains proprietary information and shall not be used, disclosed, reproduced or shared, in whole or in part, without the prior written consent of the application developer.Should you need to do this or require further clarification, please contact the CRM Connect support desk quoting your serial number.

ConnectWise date options

This page will guide you through configuration and basic use of the CRM Connect ConnectWise Add-in.It is expected that you are already familiar with the Address Book, Call History and Preview window, and the basic concepts of integration and screen popping using the Add-ins.See the 'User Guide' for these topics.

ConnectWise and the database used to store your contact data should already be installed and working normally before proceeding with this integration.

CRM Connect must also be installed already with the initial configuration completed.If this is not the case, please see the 'Technical Installation Guide' or consult your system administrator.

You will need to make sure that the short date setting in your Region and Language Settings screen is set to 4 digits for the year.If this is not done, it will cause problems later.This can be set at:Control Panel » Date and Time » Set the Date and Time » Change Date and Time » Change Calendar Settings

Information You'll Need

  • ConnectWise server URL
  • ConnectWise company name
  • ConnectWise Integrator Login Username and Password(note: This is an Integrator login, not for your regular full login)


In order to search through ConnectWise using the CTI, you will need to create a user with API access.The same user can be used for all installations at the same ConnectWise site.To do this, you will need to use the ConnectWise software on your PC (not the web portal) and select Setup, Setup Tables, and then search for Integrator in the table field.From here you can add a new user or select an existing one.

To add a new user, click the new user button and type in your chosen username and password.Make sure that the access level is set to all records.Enable the Company API and the Contact API and save the user.

Add new integration

Right-click the CRM Connect tray icon in the system tray menu and then left-click the 'Configuration' option from the menu that pops up, this will open the 'configuration' screen.In the 'Integration' area, click the 'Add new' button, select 'ConnectWise' from the 'Type' dropdown box and then click the 'Set' button.

ConnectWise integration configuration screen

On the Configuration group, enter your ConnectWise Server URL into the URL field, enter the username and password information that you created in ConnectWise as well as the company name from ConnectWise into the relevant boxes.Your system administrator should know these if you don't.

Note: Please enter the URL up to and including the version description, for example:

In the Entities field, check which boxes you would like the software to search.

Click the 'Save' button to store the information you've entered and apply the configuration.


Integration test results

To test if the configuration worked, enter a phone number from your ConnectWise account into the 'Telephone' box in the 'Integration test' area and click the 'Search' button.The results will be displayed after a few seconds.

The test area results should look similar to the results showing in the image here.If the test does not work, go to the 'Log' page of configuration and turn on logging, then do the test again and see if there are any errors in the log.


Dial button

To call one of your ConnectWise contacts, simply click the icon next to the number you want to dial.

Incoming call in the Preview window

When a call comes in, the CRM Connect 'Preview Window' will pop up and display the phone number that is calling.If the caller is recognized as one of your contacts from ConnectWise, their details will also be displayed and you can 'pop' their ConnectWise contact record by clicking the 'ConnectWise' button in the window.

Incoming call in the Phone window

You can also pop recognized callers' ConnectWise contact records by clicking the 'ConnectWise' button on the 'Phone Window'.

Deflecting a call

Calls can be deflected to another extension before answering them by clicking the 'Deflect' button, entering the extension number into the 'Number' box and then clicking the 'Deflect' button next to it or pressing 'Enter'.

Answer button

To answer a call on either the 'Preview' or 'Phone' window, you just need to click the 'Answer' button.

Consulting a co-worker

To speak to a colleague during an active call, click the 'Consult' button, enter the extension number into the 'Number' box and then click the 'Consult' button next to it or press 'Enter'.The active call is automatically held.To end the call to your colleague and resume the held call, click 'Cancel'.

Transfering a call

To transfer a call to another extension, click the 'Transfer' button, enter the extension number into the 'Number' box and then click the 'Transfer' button next to it or press 'Enter'.