TIGERPAW EXCHANGE INTEGRATOR SETUP GUIDE V3.6.0 August 26, 2015
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1 TIGERPAW EXCHANGE INTEGRATOR SETUP GUIDE V3.6.0 August 26, Thurston Circle Bellevue, NE
2 Contents Tigerpaw Exchange Integrator Setup Guide v Contents... 2 Overview of the Exchange Integrator... 3 Setup Information... 3 Install the Integrator... 5 Configure the Integrator... 9 Start the Exchange Integrator Troubleshooting Notes Processing Rules
3 Overview of the Exchange Integrator The Tigerpaw Exchange Integrator provides automatic two-way synchronization of contacts, tasks and appointments between the Tigerpaw Business Suite and Microsoft Exchange Server. Synchronized contacts ensures both contact lists are up to date. Synchronizing your Tigerpaw and Outlook calendars helps avoid scheduling conflicts and ensures you can view all appointments regardless of which calendar you view. The integrator is a Windows service installed on a server. However, synchronization rules and the option to activate the integrator are defined at the rep level. The Exchange Integrator offers these automated features: Synchronize primary contacts or all contacts for all of your accounts and/or your personal account, in all or one contact group or account group. Specify whether to add new Outlook contacts to your personal account, create an account from each new contact, or skip new Outlook contacts. Synchronize regular, recurring or all-day tasks and appointments for a specified date range, including tasks with and/or without times. Automatically complete Outlook tasks or appointments when you complete tasks in Tigerpaw. Automatically delete a Tigerpaw task or mark the task as completed when you delete a synchronized task in Outlook. NOTE: Deleting a synchronized contact from Outlook does not delete the contact from the Tigerpaw Business Suite. This rule protects your Tigerpaw database integrity, as the contact may be tied to Tigerpaw accounts, tasks, journal entries, quotes, service orders or other documents. Setup Information The Tigerpaw Exchange Integrator requires the Tigerpaw Business Suite 14 R1 or higher and Exchange Server 2007 (SP1), 2010 or Install the Exchange Integrator on a server running.net Framework 3.5. If necessary, download this framework from the Microsoft Download Center at IMPORTANT: In hosted Exchange Server environments, you can run the Tigerpaw Exchange Integrator only if the provider exposes the exchange web services. The Tigerpaw Exchange Integrator and the Tigerpaw Business Suite 14 R1 and higher utilize the AES- 256 encryption method. If you want to add a layer of security between the integrator and Exchange Server, acquire a public secure socket layer (SSL) certificate from a trusted provider. SSL is the industry standard technology for establishing an encrypted (secure) connection. You do not need a separate SSL certificate if you have a wildcard certificate. The Exchange Integrator is compatible with Microsoft Office 365. Setup Process Setup consists of these steps: 1. Back up your Tigerpaw database. 2. Install the Tigerpaw Exchange Integrator. 3. Configure the integrator. 3
4 4. Complete the Tigerpaw Business Suite setup listed below. 5. Instruct reps to resolve duplicate contacts and tasks/appointments. 6. Back up your Tigerpaw database. 7. Back up Outlook data. 8. Instruct reps to set personal synchronization rules and activate the integrator. WARNING: If a contact or task/appointment exists in both applications the first time you synchronize records, both applications will display double entries for the contact or task/appointment. IMPORTANT: Backups are critical to ensuring you can recover records if any problems arise during the initial synchronization. Tigerpaw Setup Complete the following setup in the Tigerpaw Business Suite before configuring the Exchange Integrator: Record Type Phone locations Contacts Security permissions Setup Information The phone Ext (extension) field can display a phone extension (e.g. x255, 2878) or phone location (type) such as business, fax or mobile. To ensure a smooth integration, define locations that match the Outlook phone types. Menu bar > Edit > Master Tables > Phone Numbers > Phone Locations Tigerpaw Online Help Topic: Setup Information for Accounts Instructions to define phone locations. Assign phone locations to Tigerpaw contact phone numbers. Verify rep access to security permissions in the Synchronizing with Exchange category. Menu bar > Tools > Options > Security Tigerpaw Online Help Topic: Define Security Resolve Duplicate Contacts and Tasks/Appointments This step must be completed before activating the Exchange Integrator. When you set your rep record for automatic synchronization, the integrator copies all of your Outlook contacts, tasks and appointments to the Tigerpaw Business Suite, then copies all of your Tigerpaw contacts and tasks to Outlook. Instruct reps to compare contacts and tasks/appointments between Outlook and Tigerpaw. For each duplicate record, update the Tigerpaw contact or task with details that exist only on the matching Outlook record. Then delete the Outlook record. WARNING: If a contact or task/appointment exists in both applications the first time you synchronize records, both applications will display double entries for the contact or task/appointment. 4
5 Settings on each rep record determine the range of synchronized dates. We recommend you synchronize records from 1 month in the past to 3 months in the future. Compare scheduled tasks and appointments only for the desired date range. Back Up Tigerpaw and Outlook Data Back up the Tigerpaw database and rep data files in Outlook before the first synchronization. NOTE: If an existing or new employee needs to activate the Exchange Integrator after you complete these setup steps, we strongly recommend you back up the Tigerpaw database and the rep's Outlook data files before the rep activates the Exchange Integrator. Instruct Reps to Set Synchronization Rules and Activate the Integrator Instruct reps to complete fields on the MS Exchange tab on the Account Rep Maintenance window. Saving your Microsoft Exchange credentials on this tab activates the integrator. Navigation Pane > Status and Setup > My Settings > MS Exchange tab Tigerpaw Online Help Topic: Rep Records Instructions to complete fields on the MS Exchange tab. Install the Integrator Install the Tigerpaw Exchange Integrator on a server to ensure the service runs without interruption and can access server resources. The rep performing the installation should be familiar with Microsoft Exchange Server and must have administrator rights to the server. Related Topic: Setup Information Review setup requirements before installing the integrator. We strongly recommend you install and configure the Exchange Integrator over the weekend to avoid disrupting regular office activities during the week. Download and Stage the Files Follow these steps to prepare the Tigerpaw Exchange Integrator files for installation: 1. Tigerpaw sent your Exchange Integrator license key files in an . Save the license key file to a folder on the server or a network folder the server can access. 2. Log into Tigerpaw Academy. 3. Access the Download Center. 4. Click the top (most current) link in the Exchange Integrator section. 5. Click DOWNLOAD NOW. 6. Extract the.zip file to the server or a network location the server can access. Install the Exchange Integrator Follow these steps to install the Exchange Integrator. The rep performing the installation should be familiar with Microsoft Exchange Server and must have administrator rights to the server. 1. Install Tigerpaw 14 R1 or higher, including the related Timer Service. 5
6 2. Back up your Tigerpaw database. 3. Log into the server as a system administrator. 4. In the extracted folder, double-click the setup.exe file. The installer software prepares the installation wizard and then displays the Exchange Integrator Setup Wizard. The wizard walks you through the installation. 5. Click. Scroll down to read the license agreement or click to read a print version. 6. After reading the end user license agreement, select I accept the terms of the license agreement. 6
7 7. Click. Enter user registration information. 8. Enter your name in User name. 9. Enter the name of your company. 10. Click. We recommend you accept the default destination folder. 11. To accept the default Destination Folder, click. If you want to override the default installation folder, click and select a new folder. Then click. 7
8 12. Click. Click if you want to verify or change your selections before installing the Exchange Integrator. Text above the status bar indicates the current step in the installation. 8
9 When the installation is complete, the final page displays. 13. Click to exit the wizard. Additional information displays if errors occurred and the installation was unsuccessful. Configure the Integrator After installing the Tigerpaw Exchange Integrator, open the configuration tool to specify the Tigerpaw database and Exchange Server to synchronize. The rep setting up the configuration must have administrator rights to Tigerpaw and the server. Follow these steps to configure the Exchange Integrator: 1. Log into the server as a system administrator. 2. On the server desktop, select Start > All Programs > Tigerpaw Software > Exchange Integrator > Tigerpaw Exchange Integrator Settings. The Tigerpaw Exchange Integrator Settings window displays. 9
10 Connection Tab Initially, the database information fields default blank. 3. Click (Select database). The Choose Server and Database wizard displays. 4. Select an authentication method. For detailed information about authentication modes, consult your SQL Server documentation. Use the Windows account information Select if the SQL Server and client machines running Tigerpaw are members of a Windows domain. Use the SQL Server login information Select if you do not want to use Windows authentication, or the SQL Server and client machines are not members of a Windows domain. NOTE: If you selected Windows authentication, skip to step 7. If you selected SQL authentication, continue to step 5. 10
11 5. Click. the Enter Connection Information page displays. This page displays for the SQL Server login authentication mode. 6. Enter a valid Login name and Password for accessing SQL Server. If you installed the version of SQL Server Express provided by Tigerpaw and you did not modify the default login information, enter sa for the Login name and Tigerpaw!1 for the Password. NOTE: We recommend you change the default password. 7. Click. The Select Server page displays. Select the SQL Server for your Tigerpaw database. 8. Click to select a Server. The list of servers may take a few moments to load, based on your network connection. 11
12 If the server is not listed, click (Browse) to display the Specify Server window. Enter the server name or IP address and click. 9. Click. The Select Database page displays. 10. Click to select a Database. Select the Tigerpaw database to be synched with Exchange Server. 11. Click. The Select License File page displays. This step registers your Tigerpaw Exchange Integrator. 12
13 12. Click to select the license key file provided to you by Tigerpaw Software. 13. Select the file and click. The wizard closes and places the key file information in the Select key file field. 14. Click to close the Choose Server and Database wizard and return to the configurator. 15. Click to verify you are connected to the database. If a message indicates the test is successful, click OK to return to the configuration tool. If an error message displays, click OK, edit your settings, and run the test again. Settings Tab 16. Select the Settings tab to enter credentials for your Microsoft Exchange Server. Click to view Online Help for the Exchange Integrator. 17. Click to select your Version of Exchange Server. Exchange integrator 3.0 supports Exchange Server 2007, 2010 and Enter the Mail server name or IP address. If you select Communicate via SSL, the Mail server entry must match the SSL certificate. 19. The Exchange Server integrator communicates via the Exchange Web Service (EWS). The EWS root folder is auto created during the integrator installation. Enter the name you want assigned to this folder, such as ews. 20. Enter the DNS (Domain Name System), i.e. the value between "@" and ".com" in your address. For example, if your address is jbrown@acmeservices.com, the DNS is acmeservices. 21. The Timer interval defines the amount of time between synchronizations, ranging from 15 seconds to 10 minutes. We recommend you start with the default time. You can decrease the interval if the Tigerpaw Exchange Integrator runs without problems on your server. 22. If using a SSL certificate, select Communicate via SSL. 23. Select an option in the Only sync tasks occurred within the past field to specify the date range affected when a rep first enables the Exchange Integrator. Options include 3, 6 or 9 months, 1 year or All. NOTE: The greater the time period, the longer the synchronization time. We strongly recommend you avoid the "All" option if your exchange calendar has existed for many years. 13
14 24. Click to verify the Exchange Server connection. If a message indicates the test is successful, click to return to the configuration tool. If an error message displays, click, edit your settings, and run the test again. Logging Tab 25. Select the Logging tab to set log levels. The Exchange Integrator automatically logs errors. 26. Select the types of log entries to create. Errors are always logged. Be aware that selecting All log entries may create a large and unmanageable set of event logs. 27. In Notify if service stops processing, enter the address to notify if the Exchange Integrator stops running. 28. Click to verify your settings. If the test was successful, the button is retitled. 29. Click to close the window. Start the Exchange Integrator The Tigerpaw Exchange Integrator is a Windows service. The first time the Tigerpaw Exchange Integrator Settings window displays, clicking displays a prompt to start the Tigerpaw Exchange Integrator service. Click to immediately begin synchronizing contacts, tasks and appointments. Click to manually start the service later. To manually start the Tigerpaw Exchange Integrator service, open Administrative Tools on the server Start menu and select Services. On the Services window, double-click or right-click the Tigerpaw Exchange Integrator service and select Start. Troubleshooting Notes If the service fails to start, review the configuration settings. If everything appears to be correct, open Administrative Tools on the server Start menu and select Event Viewer. Review error logs for the Exchange Integrator and verify SQL Server and the server's Windows environment are not preventing the service from running, such as a user permission issue. 14
15 If connectivity is lost to the Tigerpaw database or Microsoft Exchange, the Exchange Integrator generates a log entry and retries until it can connect and synchronize. Synchronization relies on a match between your network credentials and the exchange credentials entered on the MS Exchange tab of your rep record in Tigerpaw. If your network user ID or password changes but do not update this password on the MS Exchange tab on your rep record in Tigerpaw, synchronization fails. The Exchange Integrator generates a log entry and sends you a daily reminder to update your exchange credentials in Tigerpaw. Processing Rules These processing rules apply when synchronizing contacts, tasks and appointments: The Exchange Integrator does not support synchronizing to or from Public folders in Microsoft Exchange Server. Tasks/Appointments In the Tigerpaw Business Suite, the task Comment field allows a maximum of 2,000 characters. When synchronizing Outlook appointments with Tigerpaw, the integrator truncates appointment comments at 2,000 characters. The Exchange Integrator auto syncs the last 30 days of tasks and appointments. Synchronization includes the Subject and Location fields in Tigerpaw and Outlook. Outlook tasks with no dates or times are created in Tigerpaw for the current date, with blank time fields. Outlook meeting requests synchronized with Tigerpaw are assigned to the account matching the organizer's address. If no account matches, appointments are assigned to the rep's personal account. Tigerpaw tasks with times display on the Outlook calendar. Tigerpaw tasks without times display as tasks in Outlook. When you select Completed and save a task in Tigerpaw, the Exchange Integrator removes the task reminder flag in Exchange and assigns the Completed status. Outlook meeting requests synchronized with Tigerpaw are auto. assigned to the account matching the organizer's address, if available. If you delete a meeting after its start time, no cancelation notice is sent. Contacts The synchronization process auto creates a "Tigerpaw" category in Outlook (if not already created) and assigns this category to Tigerpaw contacts added to Outlook. If the Outlook Business phone field is blank, synchronization populates this field with the Tigerpaw primary contact's primary phone number. The Tigerpaw account Name is synchronized to the Outlook Company field. Contact records without names are not synchronized. If the save date on the Outlook contact is more recent than the Tigerpaw contact save date, the Outlook address overwrites the contact's primary address in Tigerpaw. 15
16 If you delete a synchronized contact from the Tigerpaw Business Suite, the synchronization deletes the contact from Outlook, including contacts that originated in Outlook. If you delete a synchronized contact in Outlook that originated in Tigerpaw, the Exchange Integrator re-synchronizes the contact only if you modify the Tigerpaw record. Similarly, if you delete a Tigerpaw task in Outlook and the When a synchronized task is deleted in Outlook rule is set to "Leave the task alone in Tigerpaw", the Exchange Integrator re-synchronizes the task only if you modified it in the Tigerpaw Business Suite. This rule protects your database integrity, as the contact may be tied to Tigerpaw accounts, tasks, journal entries, quotes, service orders and other documents. 16
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